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Datto RMM: Why Can’t I Launch the Agent Browser From the Web Portal in Chrome?

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Issue

When using Google Chrome, you are unable to launch the Agent Browser from the Web Portal, and you cannot connect to any device by clicking on any of the remote actions.

Environment

  • Datto RMM
  • Google Chrome

Cause

You have not configured Google Chrome to handle requests coming from the Agent Browser.

Resolution

Google Chrome handles Web Portal links as external protocol requests. If you click Do Nothing or Don't open instead of Launch Application as a response to the external protocol request, the Agent Browser will be unable to launch. To resolve the issue, perform the following steps to locate the Preferences file on your device and configure Google Chrome to handle requests coming from the Agent Browser.

Before proceeding, close Google Chrome, and use the Windows Task Manager to terminate any chrome.exe background processes.

1. Locate the Google Chrome Preferences file. In Windows 7 and newer, you can find the file in %localappdata%\Google\Chrome\User Data\Default\Preferences.

2. Open the file, and look for the following section:

"protocol_handler": { "excluded_schemes": {
"afp": true,
"data": true,
"disk": true,
"disks": true,
"file": true,
"hcp": true,
"cag": true,
"javascript": true,
"macappstore": false,
"mailto": false,
"ms-help": true,
"news": false,
"nntp": true,
"shell": true,
"snews": false,
"spotify": false,
"vbscript": true,
"view-source": true,
"vnd": {
"ms": {
"radio": true
}
}
}
},

3. Edit the file in either of the following ways:

  • Delete the "cag":true, value, including the comma.
    • Doing this will force Google Chrome to prompt you with the External Protocol Request window the next time you launch the Agent Browser from the Web Portal. Select Launch Application when you see the prompt.

OR

  • Change the "cag":true value to "cag":false.
    • Doing this will force Google Chrome to open the Agent Browser directly from the Web Portal the next time you launch it, without any management prompts.

4. When you finish editing the Preferences file, save your changes, close the file, and re-launch Google Chrome. Attempt to launch the Agent Browser again.


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