Topic
This article discusses how to troubleshoot ControlOne Agent connection issues when connecting over a network other than the one you usually use.
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.
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.
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.
Additional Resources
- Cytracom ControlOne: iOS App support
- Cytracom ControlOne Agent: Required executables, services, and allowlisting
Still have questions? Click here to learn how to contact Cytracom Technical Support or open a ticket.