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Oaklands's profile

New Member

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6 Messages

Tuesday, December 20th, 2022 1:21 AM

Cannot get ConnectWise (formerly ScreenConnect) to access sites

I have been using ConnectWise for years.  I have my Synology RT2600ac router connected to my BGW320-505 modem/router.  The connection runs from the LAN Port on the ATT side to the WAN port on the Synology.  This was working and then stopped 2 days ago.  I have been messing with this all day and cannot get it to work. I had the Synology using the address 192.168.1.1 and every so often it would change to 10.0.4.1.  I figured this was being passed from the ATT side so I decided to go with it. I can see all my customers computers but when I try to connect, I get an error that the connection was actively refused and it gives me my Public IP Address and the Port number I am using.

I have setup port forwarding under NAT/Games to pass through to the Synology and I have it forwarded to the server at my office in the Synology.  This is always the way it has been.  What do I need to do to get this to work again.  I have rebooted, reset and nothing seems to work.

Thanks,

Oaklands

Community Support

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231.3K Messages

1 year ago

We can point you in the right direction to get assistance with ConnectWise, Oaklands.

 

We recommend that you reach out to the team at our paid service, HomeTech. They provide 24/7 support for a range of networking issues, including 3rd party software and equipment.

 

If you need help with anything else, let us know. Thanks for visiting the AT&T Community Forums.

 

Aminah, AT&T Community Specialist

New Member

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6 Messages

1 year ago

I wasn't expecting an answer where I have to pay for an answer.

Community Support

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231.3K Messages

1 year ago

We're here to help you with your connection, Oaklands.


We'd recommend you try to disconnect your 3rd party equipment from the AT&T modem, and then perform a factory reset to clear all the custom settings. This should help us determine if the concern is with your AT&T equipment. If it works normally, we'd recommend you use the IP Passthrough instead of port forwarding.

Having 2 different gateways broadcasting the public IP address at the same time may cause them to conflict with each other. Settiing up the IP passthrough will stop our gateway from broadcasting the public IP and will alow the 3rd party router to do it.

Let us know if this helps.

Yomi, AT&T Community Specialist.

New Member

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6 Messages

1 year ago

I have already tried the IP Passthrough which is not a true bridge mode.  Nothing I tried in the IP Passthrough setup world work.

I have since setup my old Synology RT2600ac in bridge mode to accommodate my wireless devices upstairs.  ScreenConnect is still the only app that will not work.  I have the proper ports 8040-8041 forwarded to the computer on my network that houses ScreenConnect. This worked fine when my Synology was my main router.

People outside my network can connect to sites with no issues.  It is only computers inside my LAN that cannot connect to others. I can see the sites but cannot access them.  I get this error when trying to connect:

All I can say is this never happened until switching to ATT.  There is either a setting missing or I am missing a setting to allow this to work.  The only time it will work is if I reboot all the ScreenConnect services on the hosting machine and I can connect for about 15 minutes and then it stops.  No settings have been changed on the machine hosting ScreenConnect.  Any help is appreciated.

New Member

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6 Messages

1 year ago

I would like to follow-up on my situation. I now have my Synology RT2600ac setup as an access point. It is now upstairs so my wireless devices will work. All control is done through the BGW320-505. I have forwarded the necessary ports to the computer hosting my Connectwise service. Computers on the internet can connect fine and login to remote computers. However, all computers on the Local Area Network cannot login to customers. I have researched this and cannot come up with any answers on why this is happening. The only time I can connect is if I restart the ScreenConnect Relay service running on port 443 and sometimes I get luck and make a connection. After the Relay service has run for a while I cannot.

Please keep in mind, the only change in my configuration is switching from Spectrum internet to AT&T. All connections worked 100% before the change.

New Member

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6 Messages

1 year ago

This is how my ports are forwarded. This is exactly the way it was on my Synology Router. I have also tried combining the 8040 and 8041 ports in the same statement.

New Member

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6 Messages

1 year ago

I found a workaround for this. I turned on my VPN and connected via my DDNS site. The VPN has to block the local LAN for it to work. This isn't the best solution but it works.

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