RDM Enterprise: GUI Lockups
I'm having issues with RDM's GUI locking/freezing. This has been going on for a while, so I don't think it's version related. But...for the record...I'm on 2020.3.25.
I'm running Windows 10 20H2. The RDM backend is SQL server 2016, running on the same computer. I have segmented the various business units into 6 separate SQL databases, which I regularly switch between. Three of databases have nearly or over 3000 objects, but I actively working to get below the 3000.
When the GUI locking/freezing occurs, the RDM interface is unresponsive. However, the contents of the active tab are still functional, if the connection is RDP. Website connections are typically a blank screen. The EXE process is still actively consuming CPU and RAM, but the interface is dead. The only option is kill the remotedeskopmanager64.exe process.
Up until recently, these freezing events were occurring overnight. So, every morning I need to kill the process. However, the freezing events are occurring during the work day, sometimes a couple times in an hour.
I've been trying to isolate the cause, with little success. The only time that RDM didn't freeze overnight is when there were no active connections to servers in the environment. I've run repairs on Dot-net and checked for HD errors, with no errors found, respectively. Event viewer not recording anything, unless I kill the EXE...which is basically the exe stopping interacting with Windows.
I've run the various clean-up tools in RDM.
From a settings perspective, all connections run embedded, except for documentation links (Visio, PDF). RDP connections have "Load plug-ins in embedded mode" to No. Hardware acceleration is set to Auto.
Debug is set to 1. I did switch the logging from database to file. When the GUI locked again, nothing recorded in the RemoteDesktopManager64.log file. The file with the "debug" extension didn't record anything either.
Any suggestions?
All Comments (8)
Hello,
Could you try to go in Tools -> More Tools -> Local RDP/RemoteApp Manager and disable the UDP settings
Let us know if that help.
Best regards,
Jeff Dagenais
I made the setting change. It still continues to freeze.
Hello,
While we are currently trying to reproduce this issue on our end, we would like to know the following:
1- What type of sessions are usually open when these freezes occur? Do you have more sessions of a certain type?
2- Do you have any entries in your Event Viewer related to these freezes/locks? If so could you please provide it to us via private message?
Best regards,
James Lafleur
Up until this morning, I usually had a chrome session and a few RDP sessions. However, last night, I decided to close all open tabs. It was frozen this morning. This is screen capture of the RDM process....
Nothing was recorded in the event viewer. After I killed the processes, this error was generated in the event viewer.
The program RemoteDesktopManager64.exe version 2020.3.26.0 stopped interacting with Windows and was closed. To see if more information about the problem is available, check the problem history in the Security and Maintenance control panel.
Process ID: 24470
Start Time: 01d6f00b5f9063f7
Termination Time: 4294967295
Application Path: C:\Program Files (x86)\Devolutions\Remote Desktop Manager\RemoteDesktopManager64.exe
Report Id: ea4e173f-ef9a-48a0-96d6-606277d99721
Faulting package full name:
Faulting package-relative application ID:
Hang type: Top level window is idle
Hello,
Thank you for your quick reply!
I will transfer this information to our engineering department and get back to you once I have an update on this.
Best regards
James Lafleur
Hello,
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,
James Lafleur
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,
James Lafleur
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,
Jeff Dagenais