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Please note that Remote Expert Mobile announced end-of-life and support will end on February 28, 2022.
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Beginner

can't run REM on IE

I can't run REM plugin on IE.

Is it necessary to accredited Certificate on IE?

How to use REM on IE?


IE : 11.0.9600.18097

REM : 10.6.3.10000-3


1 ACCEPTED SOLUTION

Accepted Solutions
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Not applicable

Hi Lee,

The 10.6.3 plugin is installed using ActiveX technology and due to certain security features in Windows this doesn't always install correctly. The following is release noted...

Microsoft has released a cumulative security update for Internet Explorer (KB3058515), which appears to require higher privileges in order to install Cisco Remote Expert Mobile IE Plugin. The user is prompted to download and install the plugin but the installation never completes. If you launch the browser developer console you will see the message "Waiting for BHO" being displayed repeatedly.

  • Workaround: Ensure Internet Explorer is run as an administrator. From the Start Menu right click on "Internet Explorer" and choose "Run as Administrator" from the drop-down menu. The plugin should install.

From REM 11.5 the IE plugin will be provided as an MSI ensuring a smoother user download experience.

Regards,

Rob

View solution in original post

6 REPLIES 6
Highlighted
Not applicable

Hi Lee,

The 10.6.3 plugin is installed using ActiveX technology and due to certain security features in Windows this doesn't always install correctly. The following is release noted...

Microsoft has released a cumulative security update for Internet Explorer (KB3058515), which appears to require higher privileges in order to install Cisco Remote Expert Mobile IE Plugin. The user is prompted to download and install the plugin but the installation never completes. If you launch the browser developer console you will see the message "Waiting for BHO" being displayed repeatedly.

  • Workaround: Ensure Internet Explorer is run as an administrator. From the Start Menu right click on "Internet Explorer" and choose "Run as Administrator" from the drop-down menu. The plugin should install.

From REM 11.5 the IE plugin will be provided as an MSI ensuring a smoother user download experience.

Regards,

Rob

View solution in original post

Highlighted

Hello Robert,

I have a similar problem with run REM on IE 11. We run internet explorer as Administrator but we have still "Waiting for BHO". We used REM 10.6(3).

Logs:

HTML1300: Wyst?pi?o dzia?anie nawigacji.

Plik: assistsample

HTML1416: Nieoczekiwany znak w zako?czeniu komentarza. Oczekiwano znak?w ?-->?.

Plik: assistsample, wiersz: 61, kolumna: 94

Assist Calling agent: sip:8024@10.143.45.143

Assist Calling agent: sip:8024@10.143.45.143

There is already a session in use.

api found

load scripts

Detected User Agent was: [ie]

CSDK version: [2,1,31,114]

loaded all scripts

Waiting for BHO

Waiting for BHO

Waiting for BHO

Waiting for BHO

Waiting for BHO

Waiting for BHO

Waiting for BHO

Waiting for BHO

Waiting for BHO

Waiting for BHO

Waiting for BHO

Waiting for BHO

Waiting for BHO

Highlighted

Hi Lukasz,


Is your IE browser in Compatibility mode?

Compatibility mode isn't supported as it regresses IE to an earlier supported version.


I also notice you have the message "There is already a session in use." in the logs this is due to a pre 11.5 bug where a 2nd call cannot be made without refreshing the page.


Regards,

Rob

Highlighted

Hi Rob

Compatibility mode is disabled.

Highlighted

Hi Lukasz,

Please check the following 3 points:

1. Ensure the plugin is installed

You can check that the plugin is installed by:

  • Opening Internet Explorer
  • Click on the Cog up the top right, and select "Manage Add-ons"
  • Select "Toolbars and Extensions" and click 'All add-ons" under 'Show'
  • Clicking the Cisco Webtrc Communications Control entry allows you to check the version number, disable, or remove the plugin. The plugin version for REM 10.6.X should be 2.1.31.X

2. Certificate Issues

Installation and use of the IE Plugin is also dependent on the correct configuration of server certificates. When downloading the IE Plugin, Internet Explorer will refuse the download process if the server certificate 'Issued To' name does not match the URL being used for download. This will be the case when the site has been accessed using the server's IP address where the certificate is for the server name. In this instance IE would not allow the download of the IE plugin, or if the plugin is already installed from a previously used REM the call will not succeed.

3. Temporarily disable any antivirus script

You may need to temporarily disable any antivirus script checkers/blockers, as these will stop the plugin from downloading within Internet Explorer. This includes McAfee Security ScriptScan, provided on some windows devices.

Hope this helps,

Rob

Highlighted
Cisco Employee

Hi Robert:

Is there a IE Plugin MSI Installer available for 10.6.3 version as well? This issue seems to be re-occuring and its become a nightmare to resolve this issue.

regards,

Harish