Offline mode not showing entries
Hello
Every now and then one of our users is having the issue that offline mode isn't working. The complains have come from different versions.
Today, on the most recent version of RDM, I've received the another complaint.
RDM knows that it has to start in offline mode, but it isn't showing any entries. The users see a completely blank pane. They can only get the entries showing by connecting to our server, but that is not always possible.
What is notable is that if it happens, it is always at first start-up of RDM after a cold boot of the laptop.
Are there other known cases regarding this matter? Do you have any idea what could cause these seemingly random malfunctions?
With kind regards,
Nick
All Comments (10)
Hello,
What data source type are you connected to?
Is it possible that this occurs when the offline file expires?
Please check in Administration - System Settings - Offline what value you have set for the Expiration parameter. You could also configure the Notification parameter so the user will get a prompt that his offline file will soon expire.
Best regards,
Érica Poirier
Hello Erica
We are using an MS SQL database.
The files expire after 14 days in our configuration. If I recall the documentation correctly, the period that the offline file is available starts after the last time the user was online (connected to the data source). In the cases that users experienced this issue, they had connection to the database the previous day. It seems very unlikely that the offline file was expired.
We have the notification set to 3 days before expiration. The users never received the warning.
With kind regards,
Nick
Hello Nick,
That's correct, the period that the offline file is available starts when the user connects to the data source and loads the vault. The expiration is per vault, not for the entire offline file.
Is it possible that for those users, the entries wasn't available because the offline vault they wanted to access was expired?
The Prompt refresh all vaults on startup option will load all vaults to the offline file if the user accepts to load everything when prompted on RDM launch.
Best regards,
Érica Poirier
Hello Erica
No, the issue occurred with the vault that was used yesterday online.
With kind regards,
Nick
Hello Nick,
Thank you for the information.
Are you using the latest RDM version 2021.2.28 or the beta 2022.1.7?
Could you please set the Debug level to 1 in Help - Profiler - Debug Only? Then, once the issue occurs, please check in that section if you can get any relevant information.
Finally, once you will be able to reproduce it and get the debug report, it will be important to set the Debug level back to 0.
Best regards,
Érica Poirier
Hello Erica
We are using 2021.2.28.
I'll ask all our users who have encountered the issue to try to reproduce it.
With kind regards,
Nick
Hello Erica
It took us a week to be able to reproduce it, but the issue is here again.
We are now running 2021.2.29.0.
Yesterday, the user could work perfectly with RDM and was online (in the same vault). Today, he was at a customers place and needed RDM. He starts RDM but RDM is confused again. Doesn't want to work in offline mode.
When he tries to enable the debug level, he receive the following notification:
Clicking yes, he receives this error:
In the debug window shows the following:
In the the other window, he sees this:
With kind regards,
Nick
Hello,
Thank you for your feedback.
Is the Auto go offline option enabled in the Settings tab of the SQL data source settings in RDM?
If the Prompt for offline mode on startup option isn't enable in the Advanced tab of the SQL data source configuration, please enable it to see if that will make any difference.
I will ask an engineer to have a look on this problem tomorrow and will keep you posted.
Best regards,
Érica Poirier
Thank you.
The prompt for offline mode was not enabled. My colleague has enabled it.
Monday & Thursday he will be off-site and need the offline mode, let's hope it works.
Have a nice weekend.
With kind regards,
Nick
Hello,
Thank you for your feedback.
If the issue still occurs, could you please follow these steps to create a dump file while the You're about to clear the offline cache dialog is opened?
1- Download Process Explorer here:
https://docs.microsoft.com/en-us/sysinternals/downloads/process-explorer
3- Keep RDM opened with the You're about to clear the offline cache dialog still visible.
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 > Create Dump > Create Minidump
7- Send us the minidump via ShareFile link mentioning this forum's thread :
https://devolutions.sharefile.com/filedrop
Best regards,
Érica Poirier