Performance Issues

Hello

I'm sorry to hear about the performance issues. What you are seeing does not sound normal at all.

As a first step, can you validate what settings you have under Options > Performance? Ensure that quality is low or medium, and try selecting the JPEG codec instead of GFWX (or Automatic).

If you are able to capture a diagnostic log, we can review that for any obvious issues. Under Options > Advanced > Logging Level, change the level to "Debug" then close and re-open your Wayk Now client. Reproduce your test (connecting to a machine on a network with known performance characteristics, like your LAN or public WiFi), and after closing the connection; send us the log file from %appdata%\wayk\logs\WaykNow.log. You could attach that here, send in a PM or to support@devolutions.net.

Thanks and kind regards,

Hi,

The logs will definitely help, so please take the time to collect them first. Using JPEG at low quality should help, but I suspect there might be something else at play here.

First, from which region of the world are you making the connection (both the client and server)? The logs will show us which relay server was picked, otherwise it should be the same as the output of "ping api.jet-relay.net" on the Wayk Now server.

Does the client or server use high dpi, and do you have client-side scaling enabled? You can try changing the zoom to 100% on the client (Display -> Zoom -> 100%). Sometimes these can negatively affect performance as well.

Best regards,

Here are some logs with the different configurations, I hope that this helps.

Hi,

Did you take these logs on the Wayk Now client or server? You should capture %appdata%\wayk\logs\WaykNow.log on the client, or capture %ProgramData%\wayk\logs\NowService.log on the server. The logs you provided look like %appdata%\wayk\logs\WaykNow.log on the server, so they do not contain the relevant information, unfortunately. No need to re-do the whole thing, only a single test should be enough to get started.

Did you notice a difference in performance with the different options? I also noticed in the logs that the OS was Windows 7 professional, is this the same operating system on the client as well? The operating system may affect the capture method we use, and therefore the performance.

Best regards,

I took these logs from the server (the computer that I connected into) that computer is running Windows 7, but I have also tried this on computers running windows 10 with the same issue.

Hello

I'm very sorry if I was not clear in my original answer or the follow up. Please provide *either*:

• From the client (the machine you are connecting from): %appdata%\wayk\logs\WaykNow.log (you will need to enable the debug log as discussed above)

or

• From the server: %programdata%\wayk\logs\NowService.log (note the different path, and no need to enable any special options)

As Marc said, a single log file will be sufficient; but it's important that we get the proper file from the proper machine (the client application and service are distinct executables and log separately).

I apologize for the inconvenience.

Thanks and kind regards,