Lost session frequently

Hello Julian,

Thanks for testing our product, we are sorry regarding the issue you are experiencing.

If we start with the slow connection, could you explain when the slowness is? Are you using the ID through Wayk Den or the IP directly?
If both have the same delay?

Regarding the lost connection, it seems to happen often. Base on this, it could help us diagnose the issue.

Let start with your computer, go in Options and under Advanced tab, set the Logging Level to Trace.

Reproduce the issue and set the Logging level back to the previous configuration.

When you have the log file, please send us an email at ticket@devolutions.net and we will give you a secured link to send us the log.

Best regards,

Hello David,

Thanks a lot for your answer.

About the slow connection I mentioned, it happens when I am connected on the remote computer. For example I move the mouse or press a key and I see the reaction on the remote computer few seconds later (sometimes this slow reaction on the remote computer does not let you work in a fluid manner because you pause a second to see what is happening). I always use the ID through Wayk Den.

On the lost connection issue I reported today I got remote control on a client's computer for about 25 or 30 minutes and I didn't have a lost connection. To be honest this is the 7 or 8 time I use Wayk Now and the first one without losing connection.
I got the trace file of this session but I wasn't able to reproduce this issue today, so as soon as I have this same issue I will do the trace and I will let you know it to send you the file.

Regards

Julian Hevia

Hi,

We will try to reproduce the slowness issue internally.

Regarding the lost connection issue, please inform us as soon as you experience another lost connection.

Best regards,

Hi David,


Today I was able to reproduce the connection lost issue several times, but also I have a lot of problems with the speed. I was connected for several time in a remote computer but from time to time it started to get extremely slow and I was not able to do anything on the remote computer until I finished the session or the connection lost issue.
I supposed it could be a internet connection problem, so when I wasn't able to do anything on the remote computer using Wayk Now I request on the other computer to download Ammyy Admin to test the remote control and I was able to do it normally, so I don't know exactly what happened with Wayk Now.


I have to different trace files from the program, please send me the link so I can send them to you to analyze the logs and see the lost connection problems and I hope the slowness issues.

Regards

Julian Hevia

Hi Julian,

Good news, at least for being able to reproduce the issue. I just sent you a link by email.

If you could reply to my email when the logs will be uploaded to the secured link please.

Best regards,

Hi Julian,

Thanks for your logs, I open a ticket with the engineering department, our internal ticket number is WAYK-1333.

As soon as I have further information we inform you.

Best regards,

Hi Julian,

Thank you for the logs. I can see there is something not handled correctly in our peer-to-peer connection stack that seems to be triggered every time in your network environment. I will let you know when I find something, but this is unfortunately not an easy portion of the code.


Best regards,

Hi Marc-André

Thanks a lot for the answer!
I understand that sort of issue could be hard to find/solve, I hope you could solve it soon. Do you think this issue you found on the peer-to-peer connection stack could also be affecting the speed of connection?

Best regards,

Julian Hevia

Hi Julian,

I didn't get a chance to dive deep into this issue, but from what I have seen, I believe it could very well affect performance. Since it may take some time to properly address this issue, I may have something to suggest to increase connection stability. I have an option in the code to force using a relay connection, but it is currently an environment variable (FORCE_RELAY=1). Setting the environment variable before launching Wayk Now is not very pleasant, so I was thinking of adding a special option in the configuration file to make it easier to configure. The connection performance would not get better, but I suspect it may provide better connection stability. Would this be a suitable temporary solution for you?

Best regards,

Hi Marc-André,

Yes, we could try the temporary solution you are suggesting with the configuration file using the variable FORCE_RELAY. I think any option you could give me to get a better connection stability at this moment would be extremely good!

I will be waiting for your comments to add the value in the configuration file.

Best regards,

Julian Hevia

Hi Julian,

I uploaded a special build with support for a "ForceRelay" option in the config file:
https://bintray.com/devolutions/wayk-quickfix/download_file?file_path=WaykNow-2.3.0-force-relay.zip

You can set it from command-line using "WaykNow config ForceRelay true"

Otherwise, you can edit %AppData%\Wayk\WaykNow.cfg to add:
"ForceRelay": true
(don't forget the ',' if it isn't the last line)

This should force using a relay server, which I hope should be more stable in your case.

Best regards,

Hi Marc-André

Sorry but I was not able to download the zip file, the link looks like is broken!

I will be waiting for your comments.

Best regards,

Julian Hevia

Hi Julian,

My bad, I forgot to click "publish" :)

The link should be working now. Since I posted this temporary workaround, I have made some progress but not all issues are resolved yet. The biggest problem I fixed was the slow connection that sometimes happened (~10 seconds). However, I think the disconnection is something else, and I need to continue my investigation further. The good news is that I have a test environment that can trigger similar disconnection symptoms.

Best regards,

Hi Julian,

We have just released the Wayk Now 3.0 beta7, with partial connectivity fixes. The initial connection should now be much faster and stable, but I need to continue my investigation further to find the root cause of the disconnection issues. The beta7 accepts the same "ForceRelay" option from the previous build shared in this thread, so I would suggest using the beta7 instead of the other build.

Best regards,

Hi Marc-André

Thanks a lot the answers and your interest to solve this issue. Looks fine to me the opportunity to use and test a beta version. I just downloaded it and I will use it. Any comments or troubles about the issue I reported I will let you know here!

Best regards

Julian Hevia Alvarez

Hi Marc-André,

Yesterday I use the beta version you suggested me and I can tell you just a half of it worked for me.
First I just update the wayk now to version (3.0 beta 7) in my own computer, and I try to connect to the remote computer (with wayk now version 2.3) and everything worked fine, with a little improvement on the speed and a stable connection.

Then I update the wayk now to 3.0 beta 7 on the remote computer, I when I did the connection everything looked fine but after few seconds I was not able to do any click or press any key on the remote computer (I could see remote desktop and move the mouse but nothing happened when I did any click or press any key from keyboard). I disconnect and connect several times to see if I could recover full control but no, just once and again I was able to see a click response just few seconds (the remote computer was working normally).
At the end of the test I reinstalled wayk now 2.3 on the remote computer and I was able to work fine again.
During this tests I did a trace from the issue with version 3.0 beta 7 on both computers, so just let me know if you want me to send the file to you.

Best regards,

Julian Hevia Alvarez

Hi Julian,

If you can send the logs to support@devolutions.net, it would be very helpful in resolving the issue.

Best regards,

Hi Marc-André

I just sent you the log file by email.

Today I am again working on the remote computer with wayk now 2.3 and 3.0 beta 7 on my computer and everything is working pretty good. Sometimes it feels a little slow but I can tell you that there is a improved performance on the connection compared with version 2.3 on my computer (also I am using the force_relay parameter you told me)

Best regards

Julian Hevia Alvarez

Hi Julian,

I was unable to reproduce exactly the same issue you encounter, but I applied a fix for what I think could be happening in your case. The fix is present in the beta8 build we have released today:

https://forum.devolutions.net/topic30635-wayk-now--unattended-mode-beta.aspx

Please let us know if the issue is resolved with the beta8 build.

Best regards,

Hi Marc-Andre,

Thanks, I will use as soon as possible beta8 and I will let you know.

Best regards

Julian Hevia

Hi Marc-André,

Just to let you know, I am testing at this moment beta8 and you fix the issue, it is working excellent!

Thanks a lot!

Best regards

Julian Hevia

Hi Julian,

Thanks a lot for testing the fixes, I am really glad that the issue is resolved! It's a relief :)


Best regards,