Offline (Read/Write) Mode - new entries wont appear

Hello,

When you reconnect to the server (either by using File - Go Online, or by restarting), you should be presented with a dialog to confirm your intentions as to the pending edits.

Do you get that dialog?

Best regards,

yes, I do get that dialog box

Hello,

While online, please press CTRL-F5 to invalidate the cache. It will recreate it.

Then go offline, do a change, go back online and accept the change.

Is it still having the issue?


Best regards,

I did what you asked and here is the result.

I went online, it asked me to accept the previous offline changes. I accepted them.
I did Ctrl + F5 to invalidate/refresh cache.
I added a new session while online, it showed up readily in my folder.
I went offline, add 2 more sessions, none showed up.
I went online again, asked me to accept changes and I did and RDM showed last 2 entries.

It appears like whatever I add during offline doesn't show up until i go online or restart RDM application? This would be a problem.

sent a private message

Hi Maurice,

Although, meeting was scheduled this morning at 11 AM PT. I didn't receive any call/email from you to help resolve this issue. What's next step?

Hello,

A new meeting would need to be scheduled. I just send you our calendar via email so that we can book a new meeting.

Sorry about that.

Best regards,

For those experiencing the same problem, it has been found as a bug in 11.0.7 and 11.0.6. Devolutions will probably come up with fix. I dont know when.

If you are experiencing this problem, if you search on left bottom corner, recently added entries shows up.

Hello,
I have the same problem.
every time you add an item in offline RDM otherwise have to close and reopen the new entry appears.

The bug hasnt been fixed yet, the workaround is to perform a search in the lower left, the entry will appear.

Sorry about the delay

Hello,

This issue should be fixed in the next version of RDM.

Regards,

Hello

The issue as described seems to be back.

One of our network engineers just reported that he added some entries to RDM and when going online (via refresh or go online button or relaunching the application) he doesn't receive the prompt to add the entries and they just vanished.
According to the other network engineers, this seems to happen from time to time.

I don't think it is a privilege issue:


We are currently running version 2022.3.33.0 with a MS SQL data source.

With kind regards,
Nick

Hello Nick,

We've had a few clients over the last few months mention the same behavior. We unfortunately have not been able to reproduce the issue.

Would you have by any chance exact repro steps?
Did the offline expire prior to going online?
Was a force (CTRL+) refresh done in RDM? *
Do they get any errors (any logs) while going back online? (Help > Application Logs)

* When a force refresh is performed and offline changes are detected two things will happen. First RDM will prompt you to warn you and ask if you are sure you want to continue. Second is it will make a copy of the offline file before clearing it. The backup file name will have a yyyy-dd-M-HH-mm-ss added to its name, something like 2023-15-2-08-06-00. You can have a look on disk and see if any of these files exist (extension .mcdf2). If they exist, you can recover them, ask long as they are not expired. Close RDM, rename them, start RDM and they will sync their changes.

Best regards,

Hello Stéfane

I've tried to recreate it based on the information provided by our user. I did not experience any issue.

Would you have by any chance exact repro steps?

He was first working online. He moved to our lab environment to configure a new setup before it is shipped to the customer. RDM went in offline mode as expected. He created the new entries in RDM while RDM was in offline mode and still connected to that environment. He went back to his desk and plugged-in to our network. Refreshed RDM to go online. RDM went online but he didn't received the prompt for the changes. They just disappeared. He didn't saved the credentials else where, so needed to do it again. He notified me and I said that he needed to use the "go online" button. He did the same steps again (reconfigured the environment since the credentials are lost) but luckily saved it also temporary somewhere else. He used to go online button but had the same experience. He then just entered the credentials again when he was online.
(I don't know if it makes a difference between using the "large" button under File or using the globe ().

Did the offline expire prior to going online?

No, since we have to go "in the field" for up to 14 days, the expire is set to 16 days.

Was a force (CTRL+) refresh done in RDM?

No, just the buttons that are mentioned previously.

Do they get any errors (any logs) while going back online?

I hope this information helps.

With kind regards,
Nick

Hi nick,

Is he using an Admin account or a User account while doing the modification in offline mode, that will help me to reproduce this faster.

Regards,

Hello Alexandre

He's using a User account.

With kind regards,
Nick

Do you guys have some sort of MFA setup on accounts, or always asking password when reconnecting after the refresh happen to go back online?

Hello Alexandre

We have MFA setup that prompts when going online/offline and launch of RDM.

With kind regards,
Nick

Another question,

How are you creating those new setup, do you guys use group template?

Im curious which type of credentials is being created and where, inside a folder or at the root?

I suspect it has something to do with a folder structure when being created. A visual representation of the structure being blank could probably speed the process, could you provide that ?

Or a video reproducing the issue would set everything in stone. Because from what I heard this is intermittent right ? is he the only user experiencing the issue?

Thanks ahead,

Regards,

Also I might add here for anyone experiencing this issue, that when you are online, navigate to your cache folder in %Localappdata% > Devolutions > RemoteDesktopManager.

You should see some folder named in this kind of ways, those folder ID are bound to your datasource ID. While RDM is closed, delete them please and restart RDM and connect to the datasource, if the issue persist after then It's not the issue I think it is. A couple weeks ago I've notice I had an old offline cache file that was dating from 6 months ago, Im not sure how it got there and it caused me a bit of issues.



Regards,

Hello Alexandre

He was trying to add them in a shared vault.

Another question,

How are you creating those new setup, do you guys use group template?

Im curious which type of credentials is being created and where, inside a folder or at the root?

I suspect it has something to do with a folder structure when being created. A visual representation of the structure being blank could probably speed the process, could you provide that ?

Or a video reproducing the issue would set everything in stone. Because from what I heard this is intermittent right ? is he the only user experiencing the issue?

Thanks ahead,

Regards,

We use for base structure a group template. Seperate entries are just the default of RDM. The entries he was adding were "normal" entries, no group template entries.

The creation was inside a folder structure.

We had it with different types of entries, but this case was it a credential entry that was attempted.

I've provided you with the export of our default folder structure via DM and some extra information.

I'll ask the users to make a recording if they can find some time to do this.

With kind regards,
Nick

@Nick,

I've been trying since yesterday to replicate but with no luck, even with the folder structure you gave me Im adding credentials left and right and I'm always getting the prompt for offline change. Im almost certain It's some sort of options combo that leads to this behavior.

I think a remote sessions showing the entirety of the options set in System Settings + Datasource Option and User configuration and File > Options > Security section, could help.


Im not even certain if this could be caused by some sort of permission too, if you'd like to help me eliminate this part, the user encountering the issue need to be promoted to admin until the issues shows back up, if it doesn't that will tell me where to look for. Admin account bypass permissions set in the tree view, I know what I am asking, so I would understand if you're not too fond of trying this scenario for us, I would consider our last resort if we cannot reproduce after what we can pull off that remote session and still aren't able to reproduce.

Let me know if you'd like to help with a remote session, ill then get an agent in contact with you to schedule a meeting.

Thank you for everything you've provided so far, really does speed the process.

Regards,

Hello Alexandre

I would suggest to first do the remote session.
I'll ask the users that are experiencing the issue who is up for it (and if they can still reproduce the issue).

If the remote session didn't provide enough information, we can look into the option of giving those users admin rights (what will involve in some paperwork internally).

With kind regards,
Nick