Recently moved from old RDM Enterprise to RDM Free which is freezing daily.

Hello,

Could you go in File -> Options -> Types -> Web and enable the option DisableRunDLL32.exe.
Let us know if that help or not.

Best regards,

Thank you, I will try that and post back here with an update.
~jim

Hi shop,

I'd like yo know which datasource you're using in RDM too.

Best regards,

Hi, I'm using an XML file.
~jim

Can you please check in RDM under File > Devolution's Account if you are logged in? If so, logout to see if it reduces/stops the freezing.

Best regards,

Hi,
I came back today and RDM Free was frozen again. Had to kill it with task manager. I checked File>Devolutions Account and I'm not logged in.
~jim

Frozen again this morning, here's a screenshot of task manager in case it helps

hi shop,

Thanks I'll investigate what those essential objects are tied to.

regards,

Are you leaving some Chrome embedded tabs open for a long time and is it possible to know which website you were on if that's the case ?

Regards,

No, I rarely use Chrome. Firefox and now Brave mostly.
~jim

So you are using the web browser entry set to Firefox type as embedded in RDM?

Are you also using the thumbnail view feature under the Ribbon menu > View section ?

Regards,

I'm not sure what this is "So you are using the web browser entry set to Firefox type as embedded in RDM?"
I do not use the thumbnails under the View section. It is not selected currently.
~jim

Im doing this screenshot quick because you are really responsive at the moment and thank you for that.

-The web browser firefox sessions are displayed in the treeview on the left and It's opened as a tab in RDM embedded am I correct ?. If I am I'd like to know which website are they open to if this is possible.

- The thumbnail feature is under View in the ribbon menu, and also open as an embedded tabs to monitor all other embedded sessions at the same time, sort of like a quick overview, if it doesn't ring a bell, you're probably not using it thus isin't the cause of the crash. I just really want to make sure that you're using firefox embedded browser for the moment and which website it is running on.

Best regards,

Ok got it, thank you. On further inspection, I AM using Chrome unexpectedly. One of the things that is opened automatically is a Chrome browser tab that is pointed at the web page of a ScreenConnect server. Apologies for overlooking that.

~jim

Hello again,

Which patch/versions of windows are you on at the moment ?

Regards,

Hi, I'm on Windows 10 Pro 20H2, OS Build 19042.746, Windows Feature Experience Pack 120.2212.551.0

Hello,

Thank you for your reply!

To gather more information about this issue, we would like you to follow this procedure which makes use of a tool offered by Microsoft's Technet, namely the Sysinternals suite. The tool that we need is procdump. It will monitor the application and create a dump file automatically in case it encounter a crash )-e) or hang (-h) for more than 5 seconds.

This suite can be downloaded using the following link: https://download.sysinternals.com/files/SysinternalsSuite.zip

Once it is installed, please do the following:

1-Create a batch file containing a command such as:
{TOOLS_PATH\procdump.exe -e -h -ma -g -x {DUMP_PATH} "{INSTALL_PATH}\RemoteDesktopManager.exe"
If the application becomes unresponsive, the tool will handle everything.

2-Send the dump file to us using the following secure link: https://api.devolutions.net/redirection/c50a4798-7fd9-44e5-a2a1-79a753a35c36

Also, I would like to know the following:

1- Have you configured an application password on your RDM instance?
2- When you return to your workstation, do you restore RDM from the tray icon?

Best regards,

Hi,
I will get this set up and get back to you. I did do a test where I had RDM Free open but with no connections or links open. It still froze when I came back this morning.

1- I have not configured an application password.
2- I do not restore RDM from the system tray, I just unminimize it from the task bar.

Hello,

Thank you for this information, I will provide it to both our QA and our Engineering departments.
According to what we have gathered so far, this method might not provide us what we are looking for.

For this reason, could you please do the following instead:

1- Download Process Explorer here: https://docs.microsoft.com/en-us/sysinternals/downloads/process-explorer
2- Run RDM
3- Wait for it to freeze
4- Start Process Explorer (procexp.exe)
*If RDM is running with elevated privilege, then you will need to start procexp elevated
5- Find RemoteDesktopManager.exe in the tree
6- Right-click -> Properties -> Threads (tab)
6.1-Sort by CPU descending (should be the default sort)
6.2-Take a screenshot of that UI and send us this image
6.3- Select the top one in the list
6.4- Click Stack
6.5- Copy All and then send us the text
7- OK & OK
8- Right-click > Create Dump > Create Minidump
9- Send us the minidump via ShareFile link: https://api.devolutions.net/redirection/c50a4798-7fd9-44e5-a2a1-79a753a35c36

This will help us diagnose the issue.

Best regards,

Hi,
I did do the first request using Procdump but the output never showed up after freezing. I restarted RDM Free and waited for it to freeze and followed the new instructions above.
I've attached two screenshots of the threads becuase it was so long. There is a pic from the top and from the bottom. The several screens of the middle were all the "TerminateOnAssert+0x67b0" statements.

I've also included a new screenshot of the task manager window for RDM Free

I uploaded the dump file at the provided link

Regards,
~jim

Forgot to attach the stack output... here it is,

Hello,

Our Engineering Department just informed me that they have made a fix in RDM 2020.3.27.0 that should at the very least reduce the number of freezes in RDM. For this reason, would it be possible for you to try this version and see if you are seeing any improvements?

RDM 2020.3.27.0 can be downloaded here:
https://remotedesktopmanager.com/home/thankyou/rdmmsi

Best regards,

Hi,
I just installed this new version. I'll let you know how it goes.
~jim

Thank you! We will wait for your return

Hello,

RDM 2020.3.28.0 has been released yesterday and this version contain enhancements regarding the freeze issue.
Could you give it a try?

You can download this version here
https://remotedesktopmanager.com/home/download

Best regards,

Hi,
As far as the RDM 2020.3.27.0 version goes, I haven't had it freeze up yet since installing and it would have definitely done so by now. So that's good news!
I just installed RDM 2020.3.28.0 and will let you know how it goes after a couple of days.

Regards,
~jim

Hello,

Thank you for your feedback! We are glad that you no longer are experiencing these freezes.
I will inform our Engineering Department.

Best regards,

Hi,
Just a quick notice to say that its been two weeks and I have not had any problems with RDM Free freezing up on me. Thank you for working with me to get this resolved.
Regards,
~jim

Thank you for the feedback, It was a pleasure.

Regards,