I cannot connect to my remote machine

I have a license and I use the enterprise version. Thanks!

Hi Erick

Sorry to hear about the issue connecting.

The log file shows that the remote machine could not be resolved (that is, it couldn't be found by Wayk Den).

Is the remote machine a new installation, or was it working before?

Is the remote machine showing "Ready" and the green light for Wayk Den connectivity?

Thanks and kind regards,

Hi,

yes. the remote machine was on "Ready" mode. This used to work before. Any thoughts?

Hi,

What is the OS running on the remote machine ? Is it a windows machine with the wayk now msi installed ?

If the remote machine is a Windows with the msi installed, you can see if the service is running with that command :
>sc query wayknowservice

If it is not running, you can start it:
> net start wayknowservice

If it is running, you can try to restart it:
> net stop wayknowservice
> net start wayknowservice

Let me know if it helps.

Thanks and kind regards,

Hi,

I seems like it was always running. I restarted the service. I will connect from home later today and will let you know.

if it works, the my question will be why does it become unresponsive at one point?

Hi Erick,

The service could be unresponsive if it crashes for some reasons. To help us investigate the issue, you could activate the logs on the service. From an elevated command prompt :

> net stop wayknowservice
> wayk-now config --global logginglevel 1
> net start wayknowservice

And then the log file will be available in %PROGRAMDATA%\Wayk\Logs.

Let me know if the service restart fixed your issue. If it fixed, you could activate the log and send us logs if your service become unresponsive again in future. If it didn't fix, send me your service log, I will have a look to be sure that everything is fine with the service.

Thank you in advance
Best regards

Hi,

I still cannot connect. Please find attached, the logs for my remote machine. I enabled this: wayk-now config --global logginglevel 1.


Thanks!

Hi Erick,

What you sent me seems to be logs from the application and not the service. Service logs are located here : %PROGRAMDATA%\Wayk\logs. The file is named NowService.log.

If you could send me that file, I would appreciate. Let me know if you have difficulties to find that file. It should be there if you ran the steps in my previous message.

Thank you in advance
Best regards

Hi,

I found the file but it is not logging any errors at all. any thoughts?

Thanks!

Hi,

I can connect sometimes. But when i disconnect my session, the remote machine keeps saying that is `Sharing active` and then I cannot connect anymore.

Hi Erick

Can you confirm you are running the latest (3.3.1) on the remote machine?

Thanks and kind regards,

Yes I am.

Hi Erick

Can you check for and, if present, provide us with the following file(s):

%windir%\temp\nowsession.log
%windir%\temp\waykhost.log

We would also be interested to see the NowService.log, even if no apparent errors are logged, the sequence of events and so on can often reveal important information.

Thanks and kind regards,

Sure. Please find attached.

my remote machine just gave me a new Source ID: 567 983, is that OK?

I used to connect using another source ID, any thoughts?

Hi,

Any thoughts? I really need this resolve today

Hi Erick,

I'm looking the issue right now. There is two things :

1 - Your Source ID changed because your service is probably down. Could you confirm if your service (Wayk Now Unattended) is up or down ? Because the service has a Source ID, but if it doesn't run, the wayk now application itself will have another Source ID.

2 - The process NowSession seems to be crashed. Could you validate if you have a process NowSession.exe running ? Here are a few steps that you could do :

1 - Close the application WaykNow. No process WaykNow.exe should be running.
2 - Stop the service. No process NowService.exe should be running.
3 - Look if you have a process NowSession.exe running. If it is the case, kill it.
4 - Look if you have a process WaykHost.exe running, and kill it if it is running.
5 - Start the service

After those steps, you should be back on track. If it is not the case, please send me all logs again, it would mean that one process always crash for an unknown reason.

Thanks

1 - My service is not down. But the source ID changed

So I restarted all the service and i got back the same sourceId : 867144.

However, still cannot connect all the logs are attached

This is teh log for my client machine

any thoughts?

also, form my client machine, how do I get the secure remote delegation to pop up again? i cleared my Credentials from the client machine

Hi,

I'm looking your issue, I will give you feedback as soon as possible.

Thank you

Hi Erick,

We are sorry for the inconvenience. We have a few stability fixes that could potentially improve your situation, we will work on producing an early 3.3.2 build tomorrow such that you can give it a shot.

We were unable to pinpoint a single cause of failure other than the service appears to become unresponsive. In the past, many such issues were caused by IPC failures with TCP sockets, and we have a few unreleased fixes that remove the last bits of TCP sockets for IPC in favour of named pipes. With a bit of luck, your issues should go away. The other set of unreleased fixes that could potentially resolve your issue are fixes for the recently modified capture mode that added support for the Windows DXGI API, but also introduced a few stability issues.

Best regards,

Hi Marc,

How soon the update is coming today?

Thanks!
Erick

Hi Erick,

I have produced a Wayk Now 3.3.2-RC1 build candidate here for you to test: https://gofile.io/?c=5GFn1O

Let me know if it fixes the issue for you.


Best regards,

Hi,


It says this upload does not exist, any thoughts?

Thanks!

Hi Erick,

For some reason, the link URL was lowercased when I made my post, which broke the download id. Please paste the URL with the original casing, and it should work.

Best regards,

Hi,


link doesn't work still all capital cases: https://gofile.io/?c=5GFN1O

Hi Erick,

I didn't mean it to be all capitalized, I just meant that the forum had a bug where it made the link all lowercase. The URL is case sensitive. Please use the following URL with this exact casing "5GFn1O" at the end:


https://gofile.io/?c=5GFn1O

ok I got it. I will install it to my client and remote machine

Hi Marc,

It looks like version 3.3.2 is working now. I was able connect remotely many times to my office machine.

when would this version become public for download?


Thanks!
Erick

Hi Marc,

Thank you . This version worked well 3.3.2.


When would this version 3.3.2 be released to the public?

Thanks!
Erick

Hi Erick,

We just released Wayk Now 3.3.2 (same build as the one we sent you).

Best regards,

Hi Marc,

Does the mobile app has this fixed already?

Thanks!

Hi Erick

The fixes in 3.2.2 mainly relate to the Windows "server" pieces (for both the unattended and standalone modes). There may not be a corresponding mobile release.

Are you experiencing difficulty with one of the mobile apps?

Thanks and kind regards,

Hi Marc.

nvm, mobile app is working.

Thank you!

Hi,


I cannot connect to my remote machine again. please investigate the remote log.

Hi Erick

Sorry to hear that you're experiencing further issues.

Can you please share the log file from the machine you are connecting *from*?

Additionally, if possible, can you check for and provide this file from the remote machine: %programdata%\wayk\logs\nowservice.log

Thanks and kind regards,

Sure. remote machine log attached.

I was able to connect after I rebooted the remote machine. any clues why it becomes unstable?

Hello Erick

Thanks for providing the log file.

On the 16th at around 17:35, there was a short period when the service was disconnected from Wayk Den. It reconnected at around 17:38. The log seems to indicate that this might have been a general networking / connectivity issue.

The service was then idle until around 11:16 this morning, which seems to be the time you (unsuccessfully) tried to connect.

The errors reported at that time indicate that the service was unable to successfully perform one ore more RPC (remote procedure calls) to the Wayk Den server. We had reports of transient issues with the Wayk Den RPC yesterday afternoon, continuing into today. Certainly not all users were affected, and for affected users, the issue proved to be intermittent. I expect that you were being affected by this.

Our operations team made some changes that should have restored stability, and the are investigating root cause of this. Let us know if you experience ongoing or further issues.

Thanks again and sorry for the inconvenience,

Thanks you!

I cannot connect to my remote machine again. can you please check if your services are running? I am really disappointed.

Hi Erick

Things do seem normal again on our side; although I haven't yet been able to directly confirm that with the infrastructure people.

It seems like earlier, you had restarted your machine (or the Wayk service) which restored your connectivity (at that time).

It was later that our infrastructure team performed the changes on our side.

I suspect that there may be a synchronization issue after our service was re-established, and your service / client.

Please can you try, one more time, to restart the service on your remote machine (from an elevated command prompt: "net stop wayknowservice" then "net start wayknowservice"), or if it's more simple, reboot the remote machine one more time.

Please also relaunch the client on the machine you are connecting from.

I apologize for the inconvenience,

I don't have access to the remote machine tonivght. The whole point of this service is to connect remotely anytime I want to my office machine.

This is my client's machine error log if it helps debugging the issue.

Hello Erick

I understand your frustration, and apologize again for the inconvenience. The sequence of events has been unfortunate here.

The error in your client log file corresponds to the error that was logged by your service this morning before you rebooted the remote machine. This all points to a synchronization problem in the RPCs between the Wayk Now service and our backend.

Essentially:

- Some customers (including yourself) experienced issues with Wayk Den
- You rebooted your machine, which resolved your issue
- Following that, we re-initialized some components of Wayk Den to fix things more broadly
- Your machine is now synchronized with the former state of Wayk Den, and experiences connectivity issues again

I am confident that a further restart of your Wayk Now service (or the remote machine itself) will restore stability for you.

Moving forward, we have identified a few places we can improve reliability here. The communication between our client software and Wayk Den uses an in-house RPC protocol, which has many advantages; however, it is also complex and requires synchronization between the two ends of the connection. The specific calls necessary to establish peer-to-peer connectivity between two clients could be switched over to simpler (secure) HTTP request / responses instead. I can't provide a timeframe for those improvements, but we are prioritizing that internally.

Thanks again for your patience,

any feedback on this issue.

I lost connectivity again and I cannot connect back to my remote machine. I think the only way to fix it is to restart my remote machine. any thoughts?

Hi Erick,

The original incident from earlier this week is officially resolved at this point, so peer-to-peer connectivity should normally work. I can assure you we are taking the situation seriously, and have come up with a plan to make significant changes to internal Wayk Den components in order to reduce the potential for connection errors. We wish to come up with those changes as soon as possible, but it may take up to two months if we don't want to publish a rushed version of it that would cause more problems that it solves. Hopefully, we should have portions of it available before that.

Please note that most connectivity issues observed on the public Wayk Den should not affect smaller scale deployments, such as a private Wayk Den, which is currently available in public beta (https://github.com/devolutions/WaykDen-ps). This could be a potential solution.

In addition to this, we have just published an initial PowerShell cmdlet to automate a few Wayk Now tasks, such as restarting all Wayk Now processes and services correctly (https://github.com/devolutions/WaykNow-ps). I suggest you try using it to restart the machine that no longer accept connections.

One last thing, did you try enabling the "Prioritize using relay servers for peer-to-peer connections" option? (https://helpwayk.devolutions.net/commands_optionsconnectivity.htm#prioritize-relay-servers-for-peer-to-peer-connections). When enabled, it uses TCP/8080 for peer-to-peer connectivity, using a much more reliable transport protocol that the default one. An improved version of this protocol is planned to fully replace the older peer-to-peer protocol.

If you are no longer satisfied with the product, you can always request a refund, no hard feelings.


Best regards,