Unable to Remote Desktop with desktop central service desk plus
Our helpdesk team cannot remote a computer with Desktop Central using ServiceDesk Plus. Using either Firefox ver. 58.0.2 (64-bit), or Google Chrome ver. 64.0.3282.186 (64-bit), when any of us try to remote any desktop computer with Desktop Central, it brings up a pop-up window trying to establish connection and prompts to install a missing plugin. When you click on the link to install the missing plugin, it takes you to
https://www.java.com/en/download/ which Firefox and Chrome do not support Java plugins. When we try to use IE 11.192.16299.0, we get a pop-up window that says "Cannot run program 'desktopcentral.exe'. CreateProcess error=2, The system cannot find the file specified."
If we go directly to Desktop Central and search for the computer and click Remote Control, it works fine. Within ServiceDesk Plus, when we create a support ticket in and then click on the asset (the computer) and try to remote control using Desktop Central we get this error.
I realize there is a newer build which we are not on, but not sure if this is tied to that or not. We are currently running on Version 9.3 Build 9330.
If we go directly to Desktop Central and search for the computer and click Remote Control, it works fine. Within ServiceDesk Plus, when we create a support ticket in and then click on the asset (the computer) and try to remote control using Desktop Central we get this error.
I realize there is a newer build which we are not on, but not sure if this is tied to that or not. We are currently running on Version 9.3 Build 9330.