Wayk Now Frequently Disconnects during use

Hello

I'm sorry to hear about the disconnect issue. A log file could tell us what the cause of the disconnect is, or help to identity a broader issue with how the connection is being routed.

On the client (the machine you connect *from*), please take the following steps:

• Go to Options > Advanced, and adjust the logging level to "Debug"
• Close Wayk Now completely, and re-open it again
• Now use the application until you reproduce a connection drop
• Finally, send us the log file from %appdata%\wayk\logs\WaykNow.log

If you can access the remote machine, the corresponding service log in %programdata%\wayk\logs\NowService.log would also be helpful.

Log files can be attached here or in a PM, or sent to support@devolutions.net, and we will follow up on that.

I apologize for the inconvenience,

Thanks and kind regards,

Count me in as a having a client experience the same thing with frequent disconnects.

I'll see if I can get her to send me the log files.

Hello

I already followed up with the original poster by email; if you can provide log information it will be helpful. Just to clarify, from the remote ("server") machine, the interesting file is:

%programdata%\wayk\logs\NowService.log

Thanks and kind regards,

I replied back to the email that was sent directly to me but haven't heard anything back yet. So just in case, here's the file again.

Thanks.
Art

Hello

I haven't emailed you directly - was it someone else from Devolutions? Regardless, thanks for providing the log file. We will take a detailed look and post back here.

Thanks and kind regards,

Hi Art

What kind of network connection is that machine on?

What we see in the log file are frequent disconnects, due to the underlying TCP socket getting closed. Where we see:

"mbedtls_ssl_write: 0x0050" or "mbedtls_ssl_read: 0x0050"

The corresponding error is "connection reset by peer", and it means that the underlying TCP connection was dropped - which could be caused by many things: the remote system closed the connection unexpectedly - maybe because it crashed, the packet TTL could've expired and timed out, maybe the network route changed, maybe the network got temporarily (even physically) disconnected.

There may be some steps we can take to tune our socket settings or otherwise improve robustness over a less reliable network connection; but it will be really helpful to know any relevant details you can provide: what kind of network connection does the machine have? What kind of internet connection? Is there any additional network hardware or software involved (firewalls, proxies, etc)? Any anti-virus or other third-party security software?

Thank and kind regards,

To answer the first question I received an email on Wednesday and replied to that email. It went to forum@devolutions.net.

After receiving more complaints about network performance we started to investigate further. We think a switch might be causing the problem and have a new one ordered. We took speed tests and the results were all over the place. The network is your typical Cat5e/6 gig network. Has been working fine until we started getting reports on Tuesday.

Here is what I put in the email I sent.
--------------------------------------------------
Here is the file from the computer she is connecting to.
Since she is on a Mac and isn’t familiar with it at all, and neither am I,
getting the file from her Mac will take some time if needed. I would need to
know where to look.

Background information.

Computer she is connecting to is a Lenovo mini PC running
Windows 10 Pro version 1909.

Computer she is using to connect to the Lenovo (server) is
an Apple MacBook. Unfortunately I don’t know what version of the Apple software
is being used. This is a Windows shop and the reason she has the Apple is
because it wasn’t being used for anything. So they gave that to her to use for
remote access.

She tells me it works fine early in the morning but then
gets worse until it starts getting slow and then starts dropping the
connection. I plan on looking into this more Thursday.

I did check her computer and the stats from Task Manager
were normal as far as I could see. I did find that her network LAN connection
on the computer was running at 100Mbps. Which I find strange since everything
is wired for 1 gig. I will look into this Thursday when I go there.
-------------------------------------------------------------

Hi Art

Thanks for the follow up. I apologize for the dropped communication. If you replied to the post notification from the forum, I don't think that's a monitored email address; so sorry for any confusion there.

Indeed - the issues described do sound like something that could be caused by a bad switch. Please follow up if still experiencing issues once you get the replacement.

Thanks and kind regards,

@artdekneef,

Just for your information, you cannot send an email to forum@devolutions.net. To contact us, just post on the forum directly or send us an email at ticket@devolutions.
Using one of these two methods, you will get a response for sure :)

Best regards,