so im sure you are all aware of the problems with endpoints going offline and not being able to remote connect, the fix i have come up with is to get the end user to restart the ITSMService and it then comes online.
This is the responce from the support team about this issue !!:
So do i now have to pay for teamviewer to support my customers?
Dont get me wrong i LOVE the C1 platform and when it is working it is fantastic, bu the below is just annoying!!!
Thank you for contacting Comodo One!
Based on the findings of the support team from the logs provided, they can see that the endpoint “11MLK52” was online when ITSM was collecting logs from it - that means the XMPP connection was connected and there were no disconnections. Based on the portal logs, there were only 2 endpoints and both were not online after 27/07/2017.
The support team is suggesting to use TeamViewer to remotely connect to an endpoint when it is displayed as offline in the ITSM portal. They would also recommend NOT restarting the ITSM service on the affected endpoints before you are able to connect to it.
Apology for the misunderstanding, you do not need to use teamviewer when your device goes offline, we actually want to take remote access via teamviewer on the endpoint with your permission and we suggest not to restart the service before we will be connected to it.
The support team is suggesting to use TeamViewer to remotely connect to an endpoint when it is displayed as offline in the ITSM portal." means that we would like to connect to your endpoint via TeamViewer so that we may gather logs and perform some diagnostics on that endpoint.
We should see greater reliability of the ITSM agent (CCC) once the update to the Comodo ONE platform gets implemented this coming Saturday. If you will be inclined to visit the following August release announcement page.
@Joners I agree to license it is expensive. I have had companies direct me to install it for personal one time use a few times though. I suspect this is not uncommon. I was surprised Comodo was using it rather than their own platform.