Community
takes far too long to connect in 7.03
Mike Mueller,
User (Posts: 1)
Apr 10, 2021 11:34:26 pm EDT
Support level: Free or trial
Upgraded from 7.02 to 7.03 and now it takes faaaar toooo loooong to connect. Stuck for seemingly ever at the dufus quasi-digital almost map of somewhere like here. With 7.02 slow connection was only occasionally a problem, and NEVER even close to this long.
And when it's stuck it hogs virtually complete control of the keyboard interface. Only way to get control is cntl-alt-del or 'window' key. From cntl-alt-del I reliably get the change user screen and from there can launch task manager, but it only lasts a second or maybe two (often far less) before the dufus map is back. From 'windows' key can reliably launch .exe files and they stay on the screen until RU finally connects, at which point it grabs the window.
OS is Win 10 running on Dell XPS13.
And yes, both host and viewer are latest version (7.03).
Oddly, your release notes for 7.02 claim that you fixed this problem (probably true - I started using RU at 7.02 and never had connects anywhere near slow as now) but clearly you re-broke it 7.03.
And when it's stuck it hogs virtually complete control of the keyboard interface. Only way to get control is cntl-alt-del or 'window' key. From cntl-alt-del I reliably get the change user screen and from there can launch task manager, but it only lasts a second or maybe two (often far less) before the dufus map is back. From 'windows' key can reliably launch .exe files and they stay on the screen until RU finally connects, at which point it grabs the window.
OS is Win 10 running on Dell XPS13.
And yes, both host and viewer are latest version (7.03).
Oddly, your release notes for 7.02 claim that you fixed this problem (probably true - I started using RU at 7.02 and never had connects anywhere near slow as now) but clearly you re-broke it 7.03.
Pauline,
Support (Posts: 2830)
Apr 12, 2021 2:56:58 pm EDT
Hello Mike,
Thank you for your feedback.
The issue when connection is getting stuck on the "digital map" screen is a known issue. You noted correctly that as it's mentioned in our Release Notes we've already partially fixed it in the version 7.0.0.3 - which resolved the issue for most users. However, since we've already been reported that the issue re-occurs for other users, we will implement additional fixes for this issue in our next update. Hopefully, the next update will be available very soon, but unfortunately, we cannot provide any specific ETA on it. Sorry for the inconvenience.
While we're working on fixing this issue, please try the following workarounds that might help you to connect to a remote Host:
1. Authenticate/Log in on one of your Hosts where the issue with the "world map" window occurs.
2. Start a Full Control session. The "world map" screen must be showing for some time.
3. In the Full Control window, right-click on the connection tab, select Send key command and choose a command to send (e.g. the Alt+PrtScr command).
4. If everything goes well the connection should immediately be established.
If the above solution did not help, please try simply closing the Full Control connection window and re-opening it once again right away.
Please let me know if you have more questions.
Thank you for your feedback.
The issue when connection is getting stuck on the "digital map" screen is a known issue. You noted correctly that as it's mentioned in our Release Notes we've already partially fixed it in the version 7.0.0.3 - which resolved the issue for most users. However, since we've already been reported that the issue re-occurs for other users, we will implement additional fixes for this issue in our next update. Hopefully, the next update will be available very soon, but unfortunately, we cannot provide any specific ETA on it. Sorry for the inconvenience.
While we're working on fixing this issue, please try the following workarounds that might help you to connect to a remote Host:
1. Authenticate/Log in on one of your Hosts where the issue with the "world map" window occurs.
2. Start a Full Control session. The "world map" screen must be showing for some time.
3. In the Full Control window, right-click on the connection tab, select Send key command and choose a command to send (e.g. the Alt+PrtScr command).
4. If everything goes well the connection should immediately be established.
If the above solution did not help, please try simply closing the Full Control connection window and re-opening it once again right away.
Please let me know if you have more questions.
Ken Guy,
User (Posts: 2)
Feb 22, 2024 1:39:45 pm EST
Support level: Free or trial
What if this is the issue with 7.2.2.0 and the suggestion didn't work. The OS is Windows 11 Pro
Pauline,
Support (Posts: 2830)
Feb 22, 2024 4:12:27 pm EST
Hello Ken,
Thank you for your message.
Could you please confirm that you have both Host and Viewer updated to the same version 7.2.2.0? Also please let us know if you’re using Direct connection or Internet-ID connection?
Looking forward to your reply.
Thank you for your message.
Could you please confirm that you have both Host and Viewer updated to the same version 7.2.2.0? Also please let us know if you’re using Direct connection or Internet-ID connection?
Looking forward to your reply.
Ken Guy,
User (Posts: 2)
Feb 22, 2024 4:18:55 pm EST
Support level: Free or trial
Both devices are using 7.2.2.0 and are using the Internet ID, since they IP is dynamic.
Pauline,
Support (Posts: 2830)
Feb 22, 2024 6:17:46 pm EST
Hello Ken,
Thank you for the confirmation.
In this case, could you please send us the most recent Host log files? You can locate Host logs in the following folder: C:\ProgramData\Remote Utilities\Logs. You can send logs to support@remoteutilities.com.
Looking forward to your reply.
Thank you for the confirmation.
In this case, could you please send us the most recent Host log files? You can locate Host logs in the following folder: C:\ProgramData\Remote Utilities\Logs. You can send logs to support@remoteutilities.com.
Looking forward to your reply.
* Website time zone: America/New_York (UTC -4)