RDM won't open ScreenConnect/Connectwise Control Sessions - no error msg

Hello,

A new RDM extension is available (version 2.2).

Could you install this latest version of the extension on your server to see if that help.

Best regards,

Hello,

Thank you.

I updated the RDM Extension to version 2.2 on our Control server and that did not fix the issue.

I verified with another tech who got prompted to do 13.5.2 recently and his Control Sessions no longer open. No errors no msgs.

I checked another tech who is still on 13.0.18 and the Control Sessions work as normal.

Any ideas?

Hello Juan,

Could you go in RDM in Help > Application logs and in the report tab press send to support. If when trying to connect any error happened they should be logged there.

I'm wondering if there's something particular with ScreenConnect 6.5 that RDM isn't taking into account. We were never able to test with version 6.5 since we use the cloud instance and we don't control the updates. I remember being able to test on 6.4 and 6.6 (current) but we skipped over 6.5.

Regards,

Okay, just sent them.

Looking at the application log:


[4/3/2018 8:29:20 AM - 13.5.3.0 - 64-bit] Error Silent: GetServerResponse uri=http://server.server.com:8040/ url=App_Extensions/1b088c99-69bd-43e6-8176-14a3a9af0552/Service64.ashx/GetHostSessionInfo requestBody=["All Sessions", ""]
[4/3/2018 8:29:20 AM - 13.5.3.0 - 64-bit] Error Silent: System.Net.WebException: The remote server returned an error: (500) Internal Server Error.



(note: I changed our server name to paste here)

this is what we are getting

sorry i clipped out the end part


[4/5/2018 11:11:24 AM - 13.5.4.0 - 64-bit] Error Silent: GetServerResponse uri=http://server.server.com:8040/ url=App_Extensions/1b088c99-69bd-43e6-8176-14a3a9af0552/Service64.ashx/GetHostSessionInfo requestBody=["All Sessions", ""]
[4/5/2018 11:11:24 AM - 13.5.4.0 - 64-bit] Error Silent: System.Net.WebException: The remote server returned an error: (500) Internal Server Error.
at System.Net.HttpWebRequest.GetResponse()
at Devolutions.RemoteDesktopManager.Business.Helpers.ScreenConnect.ScreenConnectHelper.c806ca9c37977f2694ab50d9983cf9406(Uri c5037b87218d33968ed5997f1e6129673, String ce3fdffbfdaf778b0b6e1bed746c5e5f0, String c5f4fb67d45af188491bb0f4d5eff06d8)

Juan,

Thank you for the log, I think I know what the issue is. It has to do with the user display name feature that we added in RDM 13.5. I'll make a quick fix that should resolve the issue. This will be available in RDM 13.5.5.0.

Regards,

Excellent.

Thanks!

Hello,

If you want to try out RDM 13.5.5.0 it's currently available as a beta version up for download on our website. Another of our clients had the same issue as you did and it resolved it.

Regards,

Thanks, do you have a link to the beta download?

I'm searching and can't seem to get to it.

You can download it directly from here. Otherwise it's at the bottom of our download page which can be found here.

Regards,

Yes! Thanks that fixed the issue with the Screenconnect/Control not working.

Heads up, it did break bringing in network drives as local resources now.

We use a TechTools folder and usually just go to Properties, General, Local Resources, and select Specific Drives and then click on More, we get a list of all our drives, local and networked.

With me, on the beta 13.5.5, when I click on More... I only see my local hard drive and my DVD drive. No networked drives.

Any ideas?

Never mind on the Local Resources not showing up issue...

Stupid Windows Creator Update maxed my UAC settings.

I slid that off and rebooted and all my drives are available now.

Thanks!

Glad to hear it works :) If you encounter any other issue just let us know.

Regards,