RDM 11.6.2.0: The remote name could not be resolved: 'remotedesktopmanager.com'

Hello,

You are referring to the new Welcome page.

Please consult;
http://help.remotedesktopmanager.com/troubleshooting_welcomepage.htm


If there is anything else we can help you with, please let us know.


Best regards,

Hello Marc,

Thanks for your answer. Indeed we thought it was caused by the welcome page, which we disabled, but the dialog appears at startup even when the welcome page is not shown, so there must be another place where the Internet connection is attempted.

Regards,

Andrea

Could you verify if you get the error stack trace in the Application Logs located in Help

Regards

Hello David,

I only got ONE entry in the Application logs, as per my initial message which opened this thread. Raising the debug level up to 3 did not produce more log entries.

Can't be that the error is perhaps misleading? That is, the dialog is shown but the real reason behind it is a completely different one?

Thanks,

Andrea

Hello,

Is there a user configured in File -> Cloud Account?

Does the automatically sign-in at startup is checked?

Best regards,

Hello Jean-François,

No, automatic sign-in was not selected. It was however the automatic sync of data source, but even deselecting it did not change the behavior.

Thanks,

Andrea

OK, I've done another test. I did notice that the dialog was displayed just after the SQL Data Source was loaded, so I created a dummy SQLite Data Source without any entry and exited RDM. On the subsequent start, RDM selected the last data source (the dummy SQLite) and *did not* show the dialog, so there is definitively something that has got stuck into the MS SQL Data Source. Note that forcing the verification of the database connection, as well as the data source, results in no problem detected.

Andrea

Edit: indeed, by selecting again the MS SQL data source, the dialog is shown again while loading the connections' tree.

Hello,

Could you try to delete your SQL Server data source configuration in File -> Data Sources and recreate it?

Best regards,

Could you also run a diagnostic in the Help ribbon?

I did it.

As soon the data connection with the SQL server is recreated, on loading the content of the database the dialog is shown again.

Thanks,

Andrea

Sorry, I can't do this. The software is running on a closed network, no Internet connection available, and the only option in diagnostic is to send to your support staff an e-mail.

Thanks,

Andrea

Hi,
Just a print screen in private message will be ok

Regards

Could you try to start fiddler. You should be able to see which call is made to remotedesktopmanager.com when you connect to your SQL Server data source?

Regards

Hello David,

I've installed Fiddler but no request is attempted. Hence I've run Wireshark with a capture filter on ports 1433 and 53 and I've seen that an attempt to resolve the DNS name of "remotedesktopmanager.com" is tried after a couple of RPCs to the SQL server. The last one before the DNS query starts with "select PersonalConnectionCacheID from UserAccount where ID=@Id..." and the DNS query is done just after the answer from the SQL server.

I am still concerned there is something inside the database which triggers the connection to the .com address. Nothing has changed on our side, apart upgrading RDM from version 11.5.4 to 11.6.2

Thanks,

Andrea

A quick update (maybe unrelated): I am also experiencing the error shown in the attached snapshot after the initial run. This occurs when starting one of the connections which depend on the credentials stored on a Keepass database, and when Keepass is not found running by the RDM Keepass plugin. Once Keepass is running, the error doesn't occur anymore.

Andrea

Could you open Help->Diagnostic and verify that RDM detect that your are not connected to the Internet? We have a status for that.

Regards

Hello Davis,

Indeed RDM states it is connected to the Internet, I didn't notice it in the snapshot I've sent you. I can tell you that in this closed network the local DNS servers maintain also a fake "root" ( . ) Internet zone to speedup the [failed] resolution of unsolvable addresses.

Regards,

Andrea

This could explains the strange behaviour. Could you add this in the Xml of your remotedesktopmanager.cfg?

<DisableAnalytics>true</DisableAnalytics>

Don't forget to backup the cfg before.

Hi David,

I've put the line you've mentioned just after the <Options> tag, but it had no effect.

Thanks,

Andrea

I can't find a print screen of the error message. Could you post it here? I want to verify if I could find a clue on where this call is executed.

Regards

Hello,

Any news on this one ?
i have exactly the same problem, with version 11.7.6


i've put this line in the cfg file but no luck : <DisableAnalytics>true</DisableAnalytics>
The dns timeout makes RDM startup slower.

We are not connected to internet.

Could you check in Diagnostic if RDM detect that you are not connected to internet?

Regards

Hello,
yes, RDM detect that we ARE connected to internet, but we are not.

I think we might need to add a setting to force RDM out of Internet. We use the Windows API to detect this but obviously it does not work all the time.

Regards

Ok, so there is no way to avoid this request to "RemoteDesktopManager.com" ?
Meanwhile, I configured in the hosts file the line "127.0.0.1 remotedesktopmanager.com" to have a quicker bad answer but this is not very elegant...

It's a good workaround but I will check what call we are doing on startup.

Regards

Hi,
I have verified and we also do a call to cloud.devolutions.net

The next version will have an Advanced option to set the application has No Internet connection.

Regards

Hey,
we are running RDM 12.0.5 on an offline side and we get the same error (The remote name could not be resolved: 'remotedesktopmanager.com'). We had disabled the welcome-page but we get also the same error. My workaround is to enter the domain in my dns-servers and redirect it to a local service.

Is ist possible to disable this feature compleatle, so that rdm dosn't try to connect to the www.
Is it possible to enter an own welcome page. Like a Intranet-Site?

Regards

Martin

Hi,
In the latest version, we have added an option in File->Options called: No Internet Connection.

Could you try to check it?

Regards

David,

Sorry but no, it still doesn't work as expected: even with the "No Internet Connection" enabled, the app still shows the failed connection dialog at startup. Using version 12.0.5.0, BTW.

I am opening another thread because there is another problem with checking if Keepass is running which started to appear at the same time I experienced the issue in my original post.

I've found another place where this could be a problem. This should be in the next minor update.

Regards

I got the same issue.

Hello Robert,
What version do you use?

Regards

12.0.5.0. , and yes the issue is gone after i adjusted the hostfile. And it's very likely due to the fact that DNS resolving or proxy prevent us from loading a website that visits remotedesktopmanager.com on startup.