1. Is the browser you're using HTML5 compliant?
2. Please go to one of the assets you cannot remote into using the new RCG and then change the URL to say CompXML instead of CompInfo (e.g. http://server-name:8080/CompXML.jsp?computerID=DELL-123456
), save that XML to a file and attach it to your response to me by a private message (use Google Drive/Dropbox/etc to upload create a shareable link).
3. Finally, In addition, please put the agent on the remote computer in debug logging, try to initiate the remote control session and then get us the log files from that client:
a. On the client computer, go to the HKEY_LOCAL_MACHINE\SOFTWARE\Ilient\Agent registry key (if this is a 64 bit OS, go to HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Ilient\Agent instead).
b. Change the DWORD value named “LogLevel” to a decimal value of 3.
c. Restart the SysAid Agent service.
d. Try to start remote control. Allow a minute for it to attempt the connection.
After it fails, please send me the entire C:\Program Files\SysAid\Logs directory (zipped) for further examination by a private message (once again, using GDrive or Dropbox).