Community
1 minute delay normal for remote computer screen to show up
Links used in this discussion
Links used in this discussion
- https://www.remoteutilities.com/download/
- https://www.remoteutilities.com/support/docs/updating-remote-utilities/
- https://www.remoteutilities.com/support/kb/slow-remote-connection-speed-performance/
- https://www.remoteutilities.com/support/docs/logon-and-logoff/#Automatic_logon
- https://www.remoteutilities.com/support/docs/agent/
- https://www.remoteutilities.com/support/docs/msi-configuration/
- https://www.remoteutilities.com/support/docs/standard-msi-package/
- https://www.remoteutilities.com/support/docs/one-click-package/
- https://www.remoteutilities.com/support/docs/agent-package/
Snowbound,
User (Posts: 10)
Oct 15, 2021 1:11:33 pm EDT
Support level: Free or trial
Did a test here on the same network. Put the Host with unattended configured on a Dell system hooked up to the same LAN as the viewer. Internet connection is a 500/500 fiber connection. If I remotely reboot the Dell it takes RemoteUtilies a full minute after the Dell boots up to the login screen to the same Windows10 login screen in my RemoteUtilities Viewer connection.
Is this 1 minute delay before the Viewer app shows the screen of a rebooted computer normal?
Is this 1 minute delay before the Viewer app shows the screen of a rebooted computer normal?
Pauline,
Support (Posts: 2868)
Oct 15, 2021 4:59:28 pm EDT
Hello,
Thank you for your message.
In case if your Viewer and Host are located in the same LAN then the program used automatically detected direct route and connects using Direct connection. There are a number of factors that can affect this kind of delay. First please make sure that your both Host and Viewer are updated to the most recent version 7.0.2.0 and that there's no version mismatch which also might be causing the delay. The latest version is available for download on this page or via the Self-Update feature.
In addition please try referring to this troubleshooting guide and see if any of the solutions listed there help to resolve the delay issue.
Hope that helps.
Thank you for your message.
In case if your Viewer and Host are located in the same LAN then the program used automatically detected direct route and connects using Direct connection. There are a number of factors that can affect this kind of delay. First please make sure that your both Host and Viewer are updated to the most recent version 7.0.2.0 and that there's no version mismatch which also might be causing the delay. The latest version is available for download on this page or via the Self-Update feature.
In addition please try referring to this troubleshooting guide and see if any of the solutions listed there help to resolve the delay issue.
Hope that helps.
Snowbound,
User (Posts: 10)
Oct 15, 2021 6:17:44 pm EDT
Support level: Free or trial
Both the Host and the Viewer were downloaded from your website. all of these computers were connected via a wired connection to a 1GB switch back to my router. All of them were using the Internet ID since I am testing the software if it meets my needs to provide support to people elsewhere.
Conrad Sallian,
Support (Posts: 3049)
Oct 16, 2021 9:42:10 am EDT
Hello,
Yes, it might take up to a minute if you wait for the automatic online connectivity check in Viewer to trigger the next check (there is approximately a 30s - 60s) interval. However, if you manually click 'Refresh status' button on the Connection tab in Viewer this will override automatic check and show you the computers that are currently visible to Viewer (i.e. 'online').Snowbound wrote:
Both the Host and the Viewer were downloaded from your website. all of these computers were connected via a wired connection to a 1GB switch back to my router. All of them were using the Internet ID since I am testing the software if it meets my needs to provide support to people elsewhere.
Snowbound,
User (Posts: 10)
Oct 16, 2021 3:42:06 pm EDT
Support level: Free or trial
The screen I am referring to is the remote's desktop screen which if the remote computer is rebooted via the Power menu turns to B&W. When the computer reboots then pressing Refresh Status does not make this screen reflect the true status of the computer any faster. It still stays B&W for a minute.
I also noticed that if this computer is remotely powered off the Viewer will show the status of the computer as being Logged Into even though that computer has been powered off for minutes.
I also noticed that if this computer is remotely powered off the Viewer will show the status of the computer as being Logged Into even though that computer has been powered off for minutes.
Pauline,
Support (Posts: 2868)
Oct 18, 2021 4:08:28 pm EDT
Hello,
Could you please clarify if you mean the "delay" after you remotely reboot your Host machine after it starts up and gets to the Windows logon screen and the time when your Viewer actually reconnects to this Host, i.e. when you're able to see the same Windows logon screen in your Viewer? If this is the case, then the delay is completely normal as this is simply the time that it takes the host service to startup after the machine was rebooted, so when the Host Strats running and connects to the server, then your Viewer is able to reconnect to the remote Host as well.
Hope that helps.
Could you please clarify if you mean the "delay" after you remotely reboot your Host machine after it starts up and gets to the Windows logon screen and the time when your Viewer actually reconnects to this Host, i.e. when you're able to see the same Windows logon screen in your Viewer? If this is the case, then the delay is completely normal as this is simply the time that it takes the host service to startup after the machine was rebooted, so when the Host Strats running and connects to the server, then your Viewer is able to reconnect to the remote Host as well.
Could you please check if you have the Automatic logon feature enabled for this remote Host in the Connection Properties window -> Security tab?I also noticed that if this computer is remotely powered off the Viewer will show the status of the computer as being Logged Into even though that computer has been powered off for minutes.
Hope that helps.
Snowbound,
User (Posts: 10)
Oct 18, 2021 5:53:41 pm EDT
Support level: Free or trial
There is no Automatic Login setting under security tab but under Authentication there is and it is unchecked.
If reboot a remote computer via RU Power menu then once the remote computer reboots up to the login screen, it takes RU an additional 40 seconds for the Viewer to show the same login. I guess that additonal delay is not bad.
If I power off a computer via the remote's Start Menu power off option then it takes Remote Utilities 3:35 to update the remote computer's status to Offiline in the viewer.
Appreciate everyone replying to these questions. Just evaluating RU for my usage before purchasing a license. Also working around how in RU I can do the same thing as prior remote access software I have been using. They allow the remote user to get a connection going so that I can install their equivalent of RU Host application. With RU that is two different applications where as with the other software its one application that remote person has to be stepped through.
If reboot a remote computer via RU Power menu then once the remote computer reboots up to the login screen, it takes RU an additional 40 seconds for the Viewer to show the same login. I guess that additonal delay is not bad.
If I power off a computer via the remote's Start Menu power off option then it takes Remote Utilities 3:35 to update the remote computer's status to Offiline in the viewer.
Appreciate everyone replying to these questions. Just evaluating RU for my usage before purchasing a license. Also working around how in RU I can do the same thing as prior remote access software I have been using. They allow the remote user to get a connection going so that I can install their equivalent of RU Host application. With RU that is two different applications where as with the other software its one application that remote person has to be stepped through.
Pauline,
Support (Posts: 2868)
Oct 19, 2021 1:04:02 pm EDT
Hello,
Thank you for the clarification.
I'll forward the delay-related questions to our developers and will ask for their input on this in case if such delays might be expected behavior or if there are some factors that might affect this.
I'll get back to you with an update from our developers on this shortly.
Thank you for the clarification.
I'll forward the delay-related questions to our developers and will ask for their input on this in case if such delays might be expected behavior or if there are some factors that might affect this.
Yes with Remote Utilities the remote user have to install Host or at least run the no-install Agent module in order for the remote tech to connect to the remote machine. However, you can also pre-configure a custom Host installer with your own preset of enabled features. This can be a standard installation package, a One-click package that only requires the remote user to run it and then installs Host automatically or even a custom Agent.With RU that is two different applications where as with the other software its one application that remote person has to be stepped through.
I'll get back to you with an update from our developers on this shortly.
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