Remote Desktop Manager - Not Responding

Hello,

What version of RDM are you running?

What type of data source are you using?

Best regards,

One thing I have noticed that seems to be the same, each time the lock-up occurs, is the disk is writing to:

C:\Windows\System32\LogFiles\WMI\RtBackup\<some random .etl>

Open Source 3.6.5.0
RDMO - Personal

Hello,

There's an issue with our Online Database service. Our web team and engineering department are looking at the issue presently.

Best regards,

Ah. Sounds good. This has been occurring since about 2 weeks ago (maybe 10-12 days), fyi.

Is it possible to disable RDMO for the time being? It's very difficult to work with the 3-5 min pauses.

Hello,

Since you are using the Free Edition of RDM, I would suggest to export your sessions in a .rdm file and import them in a local data source like SQLite or XML.

Best regards,

Hello,

Some enhancements have been made regarding the slowness with Online Database.

Is it faster on your side to edit sessions in RDM?

Best regards,

I dont really have a biased answer to that. Can't say Ive ever seen an issue editing sessions.

My current issues are just freezes that happen 5-8 times a (work) day. Occur for 20 seconds to a minute, then go away. Doesnt matter if I have 1 session open, or 20.

Hello,

Could you go in File -> My Data Source Information and send me a print screen of that report please.

Best regards,

All in here

https://i.imgur.com/f32Y5Y7.png

Hello,

As you mentioned, you are using a free edition of Devolutions Online Database which is a product that is not offer anymore.

The new data source that has been developped to replace this, is Devolutions Online Drive. This data source is free as the one that you are using. There's no limitation with the number of sessions that you can create with Devolutions Online Drive. It's also possible to enable an online backup on this type of data source.

I recommend switching your data source from Online Database to Online Drive. Online Drive works perfectly with the Free Edition of RDM.

Here's more information's on the Online Drive data source, the online backup and the method to transfer your data.
https://help.remotedesktopmanager.com/datasource_dod.htm
https://helpcloud.devolutions.net/onlinebackup_introduction.htm
https://help.remotedesktopmanager.com/tipsandtricks_data_migration.htm

Best regards,

Hi,

Have you seen any lock ups today? We resolved the issues with RDMO yesterday, all should be back to normal now. Please confirm if it is working properly or not on your end.

Best regards,

I haven't been working all that much in remote sessions today, but I have NOT noticed a single "lock up" today.

I'm having a similar problem, which appears to be caused by my private vault, which is stored in DoD. Each time I launch or close a session, RDM freezes up for 15 to 20 seconds and goes in to "not responding".

I'm running RDM 13.0.0 with the main datasource in Devolutions Online and my private vault in DoD.

@Paul,
Do you know the size of your DOD file?

Regards

I'm not sure how to determin the size of the DOD file. I exported the entire datasource to an RDM file which is 14KB.

Hi,
This is a small file indeed. Could you verify if it's still slow right now?

Regards

Update from my side. Have been using it alot this week. No issues since I switched to DOD for a Data Source. However, I ran into a new issue yesterday that was quite annoying. Due to the internet Level 3 outage yesterday, we lost connection to devolutions, which means we lost connection to DOD. I got an error message every 30 seconds. There was no way to quiet it, and it stays in front, thus preventing you from using any session.

Should probably allow users to quiet that message for x time.

https://i.imgur.com/6xqhYm4.png

Edit: I shouldnt say no way to. I did quiet it by changing to a local source, then had to change it back once connections were back up.

Yep the Level 3 outage was painful yesterday.

I agree with you the behavior is nowhere near ideal. The system should not be freezing every 30 seconds.

The intended behavior is that if internet connection is lost (Level 3 failure, no Wi-Fi, failure of our services, etc.) then we simply stop syncing changes to the cloud while allowing you to work normally on your local copy of the data. Once the connection reestablished, the changes are synced again. That is the theory, not what we say yesterday.

We will investigate and implement the required enhancements.

Best regards,

:)

We are seeing this more and more. Almost daily now. All my techs are seeing this.

Generally it happens when we switch to other apps and then come back to RDM. At that point is is non-responsive and needs to be killed.

We are running the latest beta. It has been happening for the past several updates.

Edited:

Just happened for the 2nd time in 30 minutes trying to open RDP on an amazon hosted server using open with parameters and entering custom parameters.

Hello Gary,

Is RDM freezing when you launch a remote session or when you edit a remote session?

Do you have something relevant in Help -> View Application Log?

Best regards,

Not typically when I launch although it has occured today with the "open with parameters" option.

"Generally it happens when we switch to other apps and then come back to RDM. At that point is is non-responsive and needs to be killed."

The app log does not show a related entry.

Hello,

Do you have something relevant in Windows Event Viewer?

Best regards,

I have PMd them to you.

Hello,

I have analyzed the Event Viewer logs that you sent me and there's nothing in there that can help find the source of the crash.

I have noticed one thing and it's the following;
The program RemoteDesktopManager64.exe version 13.5.9.0 stopped interacting with Windows and was closed. To see if more information about the problem is available, check the problem history in the Security and Maintenance control panel.

Is there somethingin the Security and Maintenance control panel?

Best regards,

Iv'e the same problems.
Many freezes over the day.
When I open properties, it takes some times 30 sec to open with non-responsive.

RTD to the Server 20-40ms.

Remote Desktop Manager 13.5.8.0 &4-Bit.
Devolutions Server 5.0.20

Regards

Andreas

I cannot find "Security and Maintenance control panel"

@Andreas Krohn - I have seen that you also sent us a few emails at support@devolutions.net regarding this. Erica, one of our DVLS specialist will get back to you via email regarding this.

@Gary Herbstman - Go in the Control Panel, select System and at the bottom left, you should see Security and Maintenance. At the top, there's a section about the recent issues.

Best regards,

It seems that many people are puzzled with this problem....
I do encounter this about 2 weeks ago. and now it will occur more than 5 times a day, I have to close it and reopen the application to continue my work.

sometimes even I start one session I met the not responding....How can we solve it?

Thanks,
James

@James Zeng,

What version of RDM are you running?

Do you have something relevant in Help -> Application Logs?

Best regards,

@Jeff Dagenais

I'm using 4.5.3.0-32bit one.
5/25/2018 6:23:16 4.5.3.0 - 32-bitWindows shutdown occurring, closing application.5/21/2018 6:29:11 4.5.3.0 - 32-bitWindows shutdown occurring, closing application.5/15/2018 6:18:42 4.5.3.0 - 32-bitWindows shutdown occurring, closing application.5/11/2018 6:46:08 4.5.3.0 - 32-bitWindows shutdown occurring, closing application.[/table]here's some information from the logs.

Thanks

@James Zeng,

This doesn't help us to find the culprit of the issue.

Do you have something relevant in Event Viewer?

Best regards,