When I click on the Collaboration button and select an engineer, the engineer receives the request, but regardless of the authentication mode selected, we get the following error: "Initialization of encryption for the session failed."

I found someone that had the same issue that time sync between the workstations was a problem; all three machines involved in this case have the same time.

I also saw a response that stated the following:

"Are you using an external CA for your ZEN server, or are you using your own? Either way, the trusted root certificate for the CA you are using in your environment needs to be imported into the "Trusted Root Certification Authorities" section of the workstation you are trying to remote control."

In this case, we are using the default CA ZCM creates during the server installation. Isn't that passed through the Adaptive Agent? What am I missing?