Error seen when making changes.

Hello,

Could you confirm your Remote Desktop Manager version?

Best regards,

Sorry, its 2024.2.11.0 SQL data source.
Appears it happening on every edit, I don't need to clear the cache I just need to leave the vault and go back in and the entry appears.

Hi,

We are investigating (I contacted the security team). I will also ask the support team to pull up your other tickets to see what was done in the past so that we don't start from the beginning again.

From what I can gather here, it looks like you have a passphrase security provider configured therefore RDM is trying to encrypt the entry during the save but the passphrase looks wrong/missing and the save fails.

Warning! Chances are the entry never made it to the DB server and what you are seeing is only in memory. In other words, data lost possible here, you might want to export the entries or keep the information around in case of data lost.

We will get back to you once we figure something out.

Best regards,

Hello,
Thank you for bringing this issue to our attention. We are aware that other customers are experiencing the same problem.

Could you please try rolling back to RDM version 2024.1.25 and let us know if this version resolves the issue for you?

We are actively investigating the root cause of this issue.

Best regards,
Mathieu

Hi,

I can't roll back as all users are now running this version and I have done some extensive house keeping.
You are right that it is only keeping the entries in memory, clearing the cache results in them being removed.
However, I can then add them again with no error.

Its not a major issue not rolling back as we only allow a small sub set of users to make edits so we will pause any further edits for the time being.
Could I please request I am added to any support ticket you have so I can be updated when a resolution is submitted?

If you require any further information or logs please let me know.

Hello,

Just letting you know that we might have found the culprit of the issue.

We are planning to include the fix in the next release, which will be released quite soon.

In the meantime, you can try deleting the .shk files located in your `%localappdata%\Devolutions\RemoteDesktopManager` folder.

Example files in this folder:

• ca4796c9-9384-4d71-b339-aecf5709cc8f-84209266-b4b3-46ca-ad1e-1b0b0e9f402e.shk (<datasource-id>-<vault-id.shk)
• ca4796c9-9384-4d71-b339-aecf5709cc8f.shk (<datasource-id>.shk)

Best regards,

Thank you, I will take a look in the morning and see if this helps.

Regards
Iain

Deleted them, then had to re add the security passkey.
Still got the error when making edits and still had to clear the cache for it work.

v2024.2.13.0 has been released. Can you please give it a try?

Installed and attempted my first edit..


Do I need to delete the files again?

Thank you for the test. We will need to debug again, we were pretty confident we had the proper fix.

We will get back to you as soon as possible.

Sorry for the inconvenience.

Best regards,

No problem.
I have cleared my cache again and have been able to make edits.
I will see how long that lasts (usually not very long).

Got about 4 or 5 edits completed before the issues came back.

Interesting observation.

Could you please send us your "Data Source Information" report? Go to File > "My Data Source Information" > Email Report to Support.

Please add: topics-42318 - Stefane to the subject or body of the message.

Thanks

Should be on its way now.

Hello,

We have received your data source information.

Just letting you know that we are handling this issue as high priority on our side.

We are making great progress on this issue but still are unable to reproduce it.
Our findings shows that there might be edge case in the security providers initialization logic which causes it to not be initialized properly and so, causing a crash.

We are implementing changes to this initialization logic to make it more robust.

We might have time to provide you with a private build today to see if the fix is working for you.

If we don't have time there will be a release next week.

Regards,

All good, I'm all done for the day shortly. It's not effecting anything major so happy to wait for a full fix.

Any update on this not seen any updates?

Sorry for the delay getting back to you.

The changes were completed on Wednesday and we are working on getting a new guild out early next week.

Best regards,

Thank for the update, look forward to updating next week then.

So far so good, all edits appear to be working without error!
Will keep testing over the next couple of days.

Thank you to the team for sorting the issue though.

Regards
Iain