NinjaOne Remote Troubleshooting: Connection Issues

Issue

I cannot establish a connection to a machine using NinjaOne's native remote access tool. 

Environment

NinjaOne Remote

Cause

Specific URLs or IPs could be blocking your NinjaOne Remote connection.

Resolution

Verify there are no specific URLs or IPs blocking your NinjaOne Remote connection by reviewing our Global Allowlist (Whitelist) Information article. If you meet allowlisting requirements and the issue persists, the cause may be related to:

• Port access issues
• Time sync issues

Time Sync

Incorrect time sync may cause failures when attempting to connect using NinjaOne Remote. During the connection, NinjaOne Remote requires you to sync both devices correctly to facilitate connection encryption.

1. Configure time sync by running the following commands:
   • net start w32time
   • w32tm /query /status
2. Perform a time sync in any of the following ways:
   • In the system tray on your computer, right-click the time and date data; this is typically found in the bottom right corner of the taskbar. Select Adjust date and time, and then click Sync now.
   • Run w32tm /resync from an admin command prompt or the remote command prompt.
   • Run the following from an admin command prompt or the remote command prompt.
     • net stop w32time
     • w32tm /unregister
     • w32tm /register
     • net start w32time
     • w32tm /resync
3. Retest the connection to determine if the issue is resolved. 

Port Access

Perform the following actions on the device seeking connection to NinjaOne Remote:

1. Ensure port 443 is open.
2. Review the netstat -a -b command to see the ports that are currently in use and the executables involved.
3. To determine whether port 443 contains an issue, check if the port is bound by using the netstat command. Learn more by referring to netstat | Microsoft Learn (external).

If you are still unable to connect the device, you can establish a proxy for a player or streamer using the following steps. 

Set up a Proxy for ncstreamer.exe

NinjaOne Remote supports the use of SOCKS5 proxy with network support. However, it does not support the HTTP proxy. During startup, the player or streamer examines this environment variable and, if it exists and has the correct format, uses that parameter to establish the connection via that proxy.

1. Go to Settings → System → About → Advanced system settings.

Figure 1: Access your computer's advanced system settings (Windows)

2. In the System Properties modal, click Environment Variables.
3. Under System variables, click New.

Figure 2: Access your computer's environment system variables (Windows)

4. Define the system environment variable NC_PROXY format as follows:

   Parameter	Description
   NC_PROXY	192.168.1.1:1080:utente:password
   192.168.1.1	IP address of SOCKS5 proxy
   1080	SOCKS5 proxy port
   user	User name for the proxy
   password	Password for a given user for proxy access

5. Retest the connection to determine if the issue is resolved. 

Additional Resources

If the steps in this article did not resolve the issue, please reach out to NinjaOne Support. 

Refer to the following resource(s) to learn more about using remote access in NinjaOne: 

Remote Access: Resource Catalog