Override Credentials in User Specific Settings keep getting lost

Hello Robert,

which datasource and RDM version do you use? I work with User Specific settings as well, but never had your mentioned issue. It's interesting - does it happen after a RDM update or similar?

Regards,
Min

It's a SQL Server data source, shared by others, but the User Specific settings aren't shared of course. I was looking in the RDM database to see if I could see anything there that I could watch and see exactly when it happens. There was an update today, but I had noticed the issue before applying the update. I'm pretty sure the database isn't getting manually restored or anything like that, but haven't been able to identify any specific trigger.

Hello Robert,

Which version of RDM are you using?

Could you send us your RDM diagnostic from Help -- Submit a support ticket. Please enter the Forum URL in the description. It will help us to link the ticket with this forum.

Best regards,

Hi there,

this thread is old, but still valid.
We still have the same issue. I ignored it for a long time (years), but it concerns now too many colleagues.

I may not reproduce it. It occurs from time to time - not in relation to updates or a specific RDM version.
Datasource is SQL.

Any suggestions?


Best regards,
Daniel Capilla

Hello,

Thank you for reaching out to us regarding this,

I have a few questions which you can hopefully answer.

• Which version of RDM are you using?
• Your data source is an SQL Server is that correct?

You mention that you've been having this issue for a long time, has it always been with this data source? Does this always occur to the same users?

Let me know,

Best regards,

Hello Samuel,

• RDM 2022.2.16.0 64bit (but it occured on any previous version)
• Datasource MS SQL Server
  • Never changed the datasource, so: Yes, allways with this datasource
• Not only me having this problem. Most of my colleagues ignored it, because it seems to only occur here and then

What we do sometimes: We must change between online/offline mode when connecting to different customer VPNs,
but I may not reproduce the issue.

Sometimes I notice it after a day, sometimes after weeks.


Best regards,
Daniel

Hello,

Thank you for your reply,

I see, I'm wondering if all your users are currently on the same version of RDM? Are you using Version management on this data source?
https://help.remotedesktopmanager.com/datasourcesettings_versionmanagement.html

Let me know,

Best regards,

Hi,

yes, we use the version management and no, the users are not on the same version. Most of them sure, but not every one
takes every updates.


Best regards,
Daniel

l

Hello,

Thank you for your reply,

I see, usually, you would want to make sure the first 2 digits of the version match to avoid any compatibility issues for example 2022.2.X.0.

In this case, there were some changes to the Encryption of User Specific Settings in RDM 2022.2 which may be causing this issue for you, we have the following knowledge base article regarding this: https://kb.devolutions.net/rdm_user_specific_settings_encryption_migration.html

I'm wondering if you could change the minimal version to 2022.2.10.0 or such? If one of your users still encounters the issue after this then it will confirm there is something else amiss.

Let me know,

Best regards,

Hello Samuel,

I changed the minimal version to 2022.2.10.0.
Let's see, what happens.


I read through the KB article you provided but can not remember, wich option I chosed. I only can say, that I do not receive any message regarding the user-specific settings (merke/delete/etc.).


Best regards,
Daniel

Hello dcapilla,

Thank you for your reply,

Great, If you still encounter the issue with this new configuration let me know,

Best regards,

Hello Samuel,

usualy it takes some time, since the problem occurs again, but today a colleauge had his user specific credentials "cleared".
The checkbox "Override credentials" is cleared and the credentials gone.
There also was no message, when starting RDM today morning, rgearding any "merge/delete" and so on.

The problem still exists


Best regards,
Daniel

Hello,

Thank you for your reply,

I see, to clarify not all User Specific Settings are lost only a specific configuration is that correct?

Which type of entry did this behavior occur on? Is it always different types of entry?

I also wanted to inform you that I've opened a ticket to our QA department regarding this to see if they may be able to reproduce this.

Let me know,

Best regards,

Hello Samuel,

the usual type of entry is RDP (Microsoft Remote Desktop), because these are the ones, we typically use the personal credentials.
It's not regarding a specific entry. It happens with different RDP objects all over.


Best regards,
Daniel

Hello,

Thank you for your reply,

I will keep you updated with any news I receive regarding this,

Best regards,

Update: From time to time I get this message




But: I'm sure, I did not change anything in offline-mode, nor was I in offline mode.
Could that have to do with it?

I got this message here and then and thought, if it appears, I *must* have changed something in offline mode before and ignored it / clicked "yes",
but: Especialy from yesterday to today, I'm 100% sure, there have not been any offline-changes.

Weird.


Best regards,
Daniel

Hello,

Thank you for the additional information,

I'm unsure if this could be related, perhaps you went into offline mode without realizing and made a change to your user specific settings?

That being said, I have some good news! our QA department has been able to reproduce the behavior and a ticket has been opened to our engineering department.

I will keep you updated with any news I receive regarding this.

Best regards,

Hello Samuel,

"That being said, I have some good news! our QA department has been able to reproduce the behavior and a ticket has been opened to our engineering department."

Great, especially with such diffuse/rare errors it is usually not so easy.
Thank you for the update.


Regards,
Daniel

Hi, In encountered this issue two times in last half year.
No error message appeared, only user specific settings lost.
We are using multiple versions ot RDM because some colleagues have privileges to install new versions.
My version is 2022.1.27.0
I am connected to data source using VPN connection to company network. I am using only one data source.

Please can you assist?

This issue constantly occurs with our user specific setting credential overrides. Specifically occurs with my user over most of the team that shares this SQL Data Source.
Client Version : 2022.2.26.0
Server version: 2022.2.6.0

Impacted users and nonimpacted users running the same client version.

Just want to let you know we are also facing this issue for a couple of weeks/months now. All clients are 2022.1.27 or newer. Will update the minimal version to one of the recent 2022.2 builds.

@Samuel: can you provide an estimated release date for a fix?

Hello,

Thank you for your replies,

Unfortunately, I do not have any additional news regarding this at this time,

@Martinbokuvka you mention that you are using different versions of RDM on the same data source, I'd like to confirm if the first 2 digits of the version's number are matching. In this case 2022.1.

Let me know,

Best regards,

Hi, unfortunately no, some colleagues used 2022.2 and other (me for example) were stil using 2022.1.

Hello,

Thank you for your reply @Martinbokuvka

I see, In that case, I'm not sure if your issue is the same as the others. In your case, the behavior could be caused by the fact that you're using multiple versions of RDM.

The reason I suspect this is due to the fact that in RDM 2022.2 the User Specific Settings are being migrated to a newer encryption format as mentioned in this knowledge base article: https://kb.devolutions.net/rdm_user_specific_settings_encryption_migration.html

My recommendation would be to make sure all your users connecting to the same data source are using the same version of RDM, you can use the version management feature for this: https://help.remotedesktopmanager.com/datasourcesettings_versionmanagement.html

Let me know if the problem persists after this,

Best regards,

Hello,

I noticed the 'Fixed possible issue with lost of user specific settings' in the release notes for version 2022.3.14.0. I assume this is the fix we were waiting for.

Best regards,

Roland.

Hello,

Thank you for your reply,

Indeed, the possible fix for this was included in RDM 2022.3.

As mentioned in the release notes this version of RDM requires a database upgrade, we have the following knowledge base article regarding this: https://help.remotedesktopmanager.com/database_upgrade.html

Let me know if you encounter the issue after the update.

Best regards,

We will test it soon, too.Thanks for the update.


Regards,
Daniel

Hi.

I'm another one of those who have entirely lost User Specified Settings.
I updated from 2022.2.20 to 2022.3.16 and everything worked fine. Approximately 3 days after we updated from version 2022.3.16 to 2022.3.18 all my User specified settings disappeared. This happened on 3 machines with Azure SQL database as their data source. And there were hundreds of those settings.
I will admit that the problems with the program keep increasing and it doesn't match the ever-increasing price which is becoming unsustainable.

Hello,

Thank you for contacting us regarding this,

From my understanding, your issue seems to be related to the encryption migration made to the User Specific Settings in RDM 2022.2. mentioned in this knowledge base article: https://kb.devolutions.net/rdm_user_specific_settings_encryption_migration.html?

I'd like to confirm if you are using Version management to ensure all your users connecting to the database are using the correct version of RDM? https://help.remotedesktopmanager.com/datasourcesettings_versionmanagement.html

Let me know,

Best regards,

I have added a task to implement a "user settings history view" where a user would be able to compare settings over time and revert to any given point. This would help to recover from any possible data loss.

Hi all,

Got some feedback from our users since upgrading to 2022.3.x, but unfortunately the user specific settings are still disappearing for some users. So it seems that the problem has not been resolved yet. We have forced all users to upgrade to 2022.3.x using Version Management.

Best regards,

Roland

Hi.
We have already encountered this problem once this year during an upgrade. I don't know exactly when it was, but I have a feeling it was sometime in the spring. As described in KB.
What amazed me was that the problem recurred again and this time during a minor upgrade from 2022.3.16 to 2022.3.18

Hello,

update: After the last update, the issue still occurs here and then.
Also the message regarding offline changes...


Best regards,
Daniel

Hello,

Thank you for your replies,

My apologies for the delay,

@jr_bva Could you confirm if you're currently using Version management to ensure all your users are on the same version of RDM?
https://help.remotedesktopmanager.com/datasourcesettings_versionmanagement.html

@Roland @Dcapilla I will report this to our engineering department, to confirm in both your cases you've encountered the behavior after the update to the latest version 2022.3.23.0 is that correct?

Let me know,

Best regards,

@dcapilla

What are the user specific settings lost on?

Folder?
Sessions? which type?

Best regards,

I have reproduced the issue and I am bamboozled as to why It's doing this.

sorry and thank you for your patiences.

Regards,

Hello,

@Samuel Dery:
"to confirm in both your cases you've encountered the behavior after the update to the latest version 2022.3.23.0 is that correct?"

No, my version is 2022.3.16.0 - I did this update right after you told, that this version maybe could fix the issue. i did no further updates.
A colleague has (since this morning) 2022.3.24.0.


@Alexandre Roy:
Did you just have "luck" to reproduce the issue or is there a way to reproduce it "on demand".


Should i update to the newer 2022.3.24.0 or does it not have to do with a fix regarding this issue?


Best regards,
Daniel

Hi Daniel,

I spent a few hours over the weekend investigating this issue with the repro steps outlined by @Alexadre Roy (toggle offline/online a few times).

I'm now able to reproduce the issue somewhat consistently and I believe I should be able to narrow down to root cause soon. So far, I can confirm that the issue originates with the user override security enhancements that were introduced in v2022.2.x. It is still not clear as to why this issue is only surfacing now with the v2022.3.

I will keep you posted with updates.

Sorry for the inconvenience and thank you for your patience.

Best regards,

Hello Stéfane,

[...]
So far, I can confirm that the issue originates with the user override security enhancements that were introduced in v2022.2.x.
[...]

I'm not sure, but i believe, the issue existed before - a long time ago. First in this thread post regarding this is 3 years old.


Best regards,
Daniel

Correct, the original issue dates from 3 years ago, this one was in theory resolved.

Your first post on this thread was posted just over 3 months ago so that would tell me that the issue was/is present in v2022.2 also which makes more sense since it coincides with the changes that were made at the time.

Moving forward, now that we can reproduce the issue, I hope to have a fix for this (internally) before then end of the week so that we can release it next week. I don't yet know enough to have a definite ETA but this is my goal and my highest priority task until it's fixed.

Best regards,

Daniel,

I have an SQL script that I can send you that will enable history of user overrides settings. The UI functionality to recover won't yet be available but with a manual SQL script you could recover lost user overrides.

This might be helpful while we work on a permanent fix. If you're interested, I can send you the script(s) for you to apply. Let me know.

Best regards,

Hello Stéfane,

yes - please send me the script, it can't be wrong, to have it. But, how often I will make use of it, is unclear. I work with to many objects, so i have the issue only here and then.


Best regards,
Daniel

I have an SQL script that I can send you that will enable history of user overrides settings. The UI functionality to recover won't yet be available but with a manual SQL script you could recover lost user overrides.

This might be helpful while we work on a permanent fix. If you're interested, I can send you the script(s) for you to apply. Let me know.

It seems that I need also some solution. We have at least 2 users, who report that they have lost all user specific settings several times.

The problem started when we migrated to 2022.3.x version

The fixed has been released and is available for download here: https://devolutions.net/remote-desktop-manager/home/downloadenterprise

Please let me know if this completely resolves the issue in your case.

Best regards,

*crossing fingers*

Hi there.

Statusupdate. Can't tell, if it got better so far, but what I could say: From time to time, the message appears, that there are offline changes.
But: Which offline changes? Is there a posibility, to show these in the dialogue?

Without knowing, what kind of changes RDM detects, I could not decide, if I want to overwrite "online" data, nor am I aware of which offline changes are meant - I could not remember any offline changes.


Best regards,
Daniel

Very good point. We went with the assumption that the user would know what had changed. I realize now that this was a very simplistic way of looking at it and that in real life it could be days since the changes.

I will add a feature request to analysis what can be done here and how we could display the changes to the user. May, like with the offline entry sync, we could display the raw XML for you to compare and help guide you in the decision process.

Best regards,

Hi there,

While trying to troubleshoot the same issue with one of our teams I found this thread.
We are experiencing the same behaviour, User Specific Settings disappear for some users using the same vault.

Our RDM infrastructure uses several SQL DB's, these DB's are managed by their corresponding Manager, so eveyr DB has his own DBAdmin and users.
Our Oracle team is experiencing the loss of the User Specific Settings as well.

This is our actual configuration:

• One SQL listener that is using a HA SQL environment (servers are clustered).
• RDM versions accessing the DB are: 2022.3.27.0 and 2022.3.31.0 (both 64bit). Last one was installed to check if the issue was still persisting... and it is.
• # of users accessing the same DB: 40
• # of entries in the DB: ~ 9000
• Users affected: Admin users as well as normal users (do not have restricted nor read-only users)
• PS script to modify User Specific Settings is used. This is manually triggered as you need to provide the username for the entries.

I also have requested the team manager to provide me with the activity log on the DB (that I'm still processing as this log has 22144 entries for 7 days).

We will need to solve this issue as well. Do you have any update/solution on this?

Thanks for your help and best regards,

Ismael Valdivia - Cyber Security Administrator

Hello,

short feedback also from my side: The issue seems to persist. I still consequently see useroverrides disappearing and
also the message regarding the offline changes from time to time - here and there.


Best regards,
Daniel

I can also say, that sometimes overrided credentials get still lost.

Unfortunately we are still investigating. Are goal is to have it resolved, along with possibility to recover lost overrides in the next major release of RDM (v2023.1 - March 2023). If we can backport it to v2022.3.x, we will also do that.

Best regards,

Hi all,

Quick update. We are able to reproduce with one of our IT employees running RDM + DVLS.

Here is what we know:

• The settings look lost but in fact RDM didn't load them properly on startup
  • We are trying to figure out why
• Workaround
  • CTRL + refresh to clear the local cache and reload, this will force a reload of the user-specific settings
• Warning, do not recreate any user-specific setting until you've at least done the CTRL + refresh as this will cause RDM to erase all your other user-specific settings.

Hi all,

Good news, we have found the issue and have fixed it internally. We are working on getting a new build published soon.

The issue turned out to be a race condition where the shared vault would load the user overrides but then while loading the user vault we cleared then from memory. Once discovered the fix was relatively simple.

Best regards,

Hi all,

v2022.3.33 is now available with the fix.

https://devolutions.net/remote-desktop-manager/home/downloadenterprise

Best regards,

Hello Stéfane,

thank you for the update. I will give feedback as soon, as my colleagues tested it for a while.


Best regards,
Daniel

Good morning,

Same from my side. I'll provide with this new version to our affected team and get back if something's wrong.

Thanks and regards,
Ismael Valdivia - Cyber Security Administrator

Hi,

short status for the short time of testing: No one of my colleagues complained so far since the last update.
I am hopeful.


Have a nice weekend,
Daniel

Hi,

another status - so far the last one.
The issue seems to be solved. We could not see any disappearing credentials anymore.


Best regards,
Daniel

Hi Daniel,

Thank you for the update. We will consider this issue resolved. Let us know if things change on your side.

Thank you for your time and patience.

Best regards,
Stéfane