Topic
This article discusses how to troubleshoot ControlOne Agent connection issues when connecting over a network other than the one you usually use. It also covers what to expect when you connect over a mobile hotspot or a cellular (4G LTE or 5G) connection.
Environment
- Cytracom ControlOne
Description
Connecting when traveling or offsite
While you can use ControlOne from just about anywhere, some networks may be configured to block access to applications and websites, including ControlOne and other VPN solutions. This is occasionally the case with public WiFi, airport and in-air WiFi access, and hotel Internet connections. This access blockage can also occur on private networks behind firewalls. For example, you may be at a client site and their firewall administrators may choose to block access for applications of this type.
ControlOne will not work properly in embargoed countries. Also, some countries may block or interfere with encrypted communications.
Connecting over a mobile hotspot or cellular connection
The ControlOne Agent is supported over mobile hotspots and cellular (4G LTE and 5G) connections. Speed and latency over a hotspot are set by the cellular connection. The Agent adds a small amount of overhead for encryption, so speeds with the Agent connected should be close to the hotspot's speeds without it.
What to expect on a cellular connection:
- Speed and latency vary. Cellular performance depends on signal strength, how busy the nearby tower is, whether you're moving, and whether the phone is on 5G or 4G LTE. It's normal for results to change from one test to the next.
- Carrier plans can limit hotspot use. Many plans include a set amount of high-speed hotspot data each month and slow hotspot traffic after that. Some plans also give hotspot traffic lower priority when the network is busy. If hotspot speeds drop off suddenly, check the plan details with the carrier.
- Calls and video notice it first. Voice calls, video meetings and remote desktop sessions are the most sensitive to cellular latency and jitter, even when a speed test looks fine.
- Brief reconnects are expected. When the phone loses signal, changes towers, or the carrier assigns it a new address, the Agent may show Retrying for a short time. It reconnects on its own once the cellular connection is back, usually within a couple of minutes.
- Each device needs its own Agent. The ControlOne app on your phone protects the phone only. A laptop using the phone's hotspot needs its own ControlOne Agent connected.
A hotspot works well as a backup connection for everyday work. For large file transfers or a full day of video meetings, a wired or WiFi broadband connection will give better results.
Troubleshooting a hotspot or cellular connection
Compare speeds with the Agent paused and connected
Run a speed test with the Agent connected, then run it again with the Agent paused or disconnected. The Agent resumes 30 seconds after a pause, so start the test right after pausing. If the two results are close, the cellular connection is the limit. If the result with the Agent connected is much lower, contact Cytracom Technical Support with both results, the time of each test, the carrier, and the phone model.
Turn off WiFi Protection on your own hotspot
If your computer connects to your hotspot but has no internet access, open the ControlOne Agent and turn off WiFi Protection. Leave the main ControlOne connection on. This is most common on Macs. WiFi Protection is meant for public and untrusted networks, and your own password-protected hotspot can be treated as a trusted network. Turn WiFi Protection back on when you join a public network. See ControlOne: WiFi Protection for more information.
Check the phone
- Keep the phone where it gets a strong signal. A phone in a bag or a pocket, or deep inside a building, often gets a weaker signal.
- Turn off Low Power Mode on an iPhone or Battery Saver on an Android phone. These modes can turn off 5G or slow the hotspot down.
- If your phone supports it, connect the computer with a USB cable (USB tethering) instead of the WiFi hotspot. A cable connection is usually more stable.
- Turn the hotspot off and back on, or toggle Airplane Mode on the phone, to get a fresh cellular connection.
Troubleshooting connectivity issues
Try the connection over your phone's hotspot
Settings on the network may prevent you from connecting. To determine this, try establishing the connection over your phone's hotspot. If you can connect over your hotspot, you can rule out Cytracom or the ControlOne Agent as the cause of the issue.
- Enabling your hotspot on an iPhone (external link)
- Enabling your hotspot on an Android phone (external link)
Retry your connection to the WiFi Source (if using Wifi)
Open your WiFi connection center, disconnect from the public WiFi connection, then reconnect. Attempt to access ControlOne after reconnecting.
Toggle Airplane Mode (If using WiFi)
Open your machine's WiFi setting, turn Airplane Mode on, then shut it off. Try to access ControlOne after the machine reestablishes a connection.
Temporarily Cancel or Pause the ControlOne Agent
Open the ControlOne Agent, then click the pause button (if available). This may allow enough time to complete the connection process before ControlOne automatically attempts to connect. The Agent will automatically resume after pausing for 30 seconds. If an Agent Control Policy isn't being used, an option to cancel the ControlOne Agent connection will be present by default.
Cycle Wifi on your machine
Open your connection settings and turn WiFi off. Wait a few seconds, then turn WiFi back on again. Wait approximately 30 seconds before attempting a new connection.
Ensure no sign-in action is required on your part
Check your browser to make sure the Public Wifi isn't requiring you to accept terms or sign in via a captive portal. See the section above on temporarily canceling or pausing the connection. A successful connection to a Captive Portal is necessary to provide internet access in some cases, and the ControlOne Agent won't be able to connect without that.
Make sure the proper services are present and allowlisted/whitelisted on the network from where you are connecting.
See Required executables, services, and allowlisting for more information.
Contact Cytracom Technical Support
While Cytracom does not have control over third-party WiFi connection settings, our Technical Support team will attempt to assist in getting you connected. See Cytracom ControlOne: iOS App support for further assistance.