Freezing issues with RDM 2024.3.10.0

Hello,

Thank you for reaching out! My name is William, and I'm here to assist you in any way I can.

When you are experiencing these freezing issues, have you noticed if they were right after any specific action?

Would it be possible to confirm the Data Source and its version that you are using?

Have you tried waiting to see if RDM is unfreezing or does it stay stuck forever?

Best regards,

Thank you sir

There does not seem to be any "trigger" that I can determine, though most of the time it is while I am working within the rdp connection itself. the most I have let it sit is just a few minutes, since it usually is right in the middle of doing something.

The local data source is the default

C:\Users\jshea\AppData\Local\Devolutions\RemoteDesktopManager\Connections.db

this has been going on for several months though I have just been basically living with it, hoping that the next update would fix it.

and there are lulls in when it happens. It can go several days without an issue and then happen a few times a day.

I even uninstalled it completely and reinstalled it.

I have the same issue with 2024.2.21.0 64-bit.

The last couple of weeks its become worse. So I'm not sure it is RDM but maybe a windows update or similar.

I will try to update version to see if that helps.

It also happens with 2024.3.12 that I just installed. I will test opening the RDP connection w.o. RDM and see if it happens over that connection.

The issue also happens when not using RDM. So I guess it needs to be reported upstream to Microsoft. The connection is still up and accepting input, but you cannot see what's going on.

[Window Title]
Remote Desktop Connection
[Content]
Your connection quality is good and UDP is enabled.
[^] Hide details  [OK]
[Expanded Information]
Timestamp (UTC): 10/07/24 10:57:25 AM
Activity ID: 45b37f8a-4b93-4314-a436-71bf94440300
[Client details]
Client version: 10.0.22621.4036 (x64)
Local OS: Windows 10 Enterprise x64 (10.0, Build 22631)
[Network details]
Transport protocol: UDP
Round-trip time: 4 ms
Available bandwidth: Greater than 176 Mbps
Frame rate: 0 FPS
[Remote computer details]
Remote session type: Remote desktop
Gateway name: Not in use
Gateway logon method: Not in use
Remote computer: redacted

Upstream report: https://github.com/microsoft/microsoft-ui-xaml/issues/10009

We are experiencing freezes seemingly related to website entries (although we're not completely sure) but without being able to properly reproduce it.

When a colleagues RDM was frozen I could enter the task manager of the RDS server he was using RDM thru, and see a bunch of Edge WebView procceses and the RDM task itself being "not responding" - when I forcefully closed all the webview proccesses (related to his user), RDM unfroze and started functioning again. Has anyone else experienced this?

Version 2024.3.12.0.

We are experiencing freezes seemingly related to website entries (although we're not completely sure) but without being able to properly reproduce it.

When a colleagues RDM was frozen I could enter the task manager of the RDS server he was using RDM thru, and see a bunch of Edge WebView procceses and the RDM task itself being "not responding" - when I forcefully closed all the webview proccesses (related to his user), RDM unfroze and started functioning again. Has anyone else experienced this?

Version 2024.3.12.0.

This interesting, I will have a look the next time this happens.

also someone mentioned windows update, sadly this have been happening for several months if not more so hard to go back and determine.

The issue also happens when not using RDM. So I guess it needs to be reported upstream to Microsoft. The connection is still up and accepting input, but you cannot see what's going on.

[Window Title]

Remote Desktop Connection

[Content]

Your connection quality is good and UDP is enabled.

[^] Hide details [OK]

[Expanded Information]

Timestamp (UTC): 10/07/24 10:57:25 AM

Activity ID: 45b37f8a-4b93-4314-a436-71bf94440300

[Client details]

Client version: 10.0.22621.4036 (x64)

Local OS: Windows 10 Enterprise x64 (10.0, Build 22631)

[Network details]

Transport protocol: UDP

Round-trip time: 4 ms

Available bandwidth: Greater than 176 Mbps

Frame rate: 0 FPS

[Remote computer details]

Remote session type: Remote desktop

Gateway name: Not in use

Gateway logon method: Not in use

Remote computer: redacted

How did you test this?

thank you in advance

How did you test this?

I started the connection using Remote Desktop Connection. Worked for a bit and the picture froze like in RDM.

Hello,

Thank you for your feedback.

It appears that the issue is related to Windows RDP. I recommend trying a workaround for your RDP session.

Could you please change the RDP version to FreeRDP or IronRDP in your session properties?

Please let us know if this resolves the issue.

Best regards,

I've been experiencing freezing issues with RDM for months too. It's happened over two different PCs too (Windows 10 and Windows 11).

I've had a few different symptoms, so I'm not sure if they are exactly the same each time. Sometimes it comes back, sometimes it doesn't.

Most commonly, the RDM window itself will lock up. Sometimes my current tab will remain responding, as in my RDP session is still active, but I can't change tabs or click on anything within the RDM application window.

The freeze can affect other Windows applications at the same time. Most notably my ScreenConnect sessions also freeze. When frozen, both apps will be unresponsive. Although, even though my ScreenConnect app won't be responding to my clicks, I can see when the remote side moves their mouse or clicks on things. I can't even move the Window around on the screen by dragging the title bar, completely non-responsive to my input.

Usually, if I do wait a few minutes, it does seem to unfreeze and the apps will become responsive again. Sometimes I can't wait and kill them off.

I do think sometimes it seems to be triggered by a copy or paste action. I've had it happen once even with Word where I was trying to paste something into a Word doc that even Word locked up for a few minutes trying to access the clipboard. Sure enough, RDM was then also locked up, but not other windows, such as browser windows, etc. The item didn't paste (I think Word even threw up an error eventually), but everything came back responding after a few minutes.

I've tried changing clipboard settings in RDM, but changing between legacy or paste once methods doesn't seem to affect things much. Still get the freezes.

Where it seems inconsistent is sometimes things freeze up completely and the current session is also not responding. Also, sometimes, even if I wait it doesn't seem to come back responding.

Last time it happened, I could observer two different cores on my PC were locked at 100%, but no processes were being reported as using high cpu. Killed off RDM as it didn't come back responsive and the CPU usage immediately reduced on the cores that were up at 100%.

Just updated to 2024.3.13.0 yesterday and I had a lockup later that day.

Hello Steven,

Could you share your application logs from RDM under Help -> Application logs?

Could you also check the event viewer to see if anything is related?

Best regards,

Hello Steven,

Could you share your application logs from RDM under Help -> Application logs?

Could you also check the event viewer to see if anything is related?

Best regards,

There is seemingly no correlation to anything in the Help-> Application Logs. The last messages listed occurred weeks ago.

Also, I've not noted anything related from the event viewer either when these issues occur.

The next time it happens I'll be sure to check these locations again though.

Hello,

Thank you for your feedback.

It appears that the issue is related to Windows RDP. I recommend trying a workaround for your RDP session.

Could you please change the RDP version to FreeRDP or IronRDP in your session properties?

Please let us know if this resolves the issue.

Best regards,

FreeRDP is it

Lets see how this works out.

Hello Steven,

Could you share your application logs from RDM under Help -> Application logs?

Could you also check the event viewer to see if anything is related?

Best regards,

There is seemingly no correlation to anything in the Help-> Application Logs. The last messages listed occurred weeks ago.

Also, I've not noted anything related from the event viewer either when these issues occur.

The next time it happens I'll be sure to check these locations again though.

I will do the same

here is the logs from the most recent freeze just around 330

[10/10/2024 3:30:11 PM - 2024.3.13.0 - 64-bit] Error silent: [Devolutions.Sessions][Error][2024-10-10 15:30:11Z] failed to set clipboard data

System.ComponentModel.Win32Exception (0x80004005): The operation completed successfully.

[10/10/2024 3:30:11 PM - 2024.3.13.0 - 64-bit] Error silent: [Devolutions.Sessions][Error][2024-10-10 15:30:11Z] failed to set clipboard data

System.ComponentModel.Win32Exception (0x80004005): The operation completed successfully.

[10/10/2024 3:30:11 PM - 2024.3.13.0 - 64-bit] Error silent: [Devolutions.Sessions][Error][2024-10-10 15:30:11Z] failed to set clipboard data

System.ComponentModel.Win32Exception (0x80004005): The operation completed successfully.

[10/10/2024 3:30:11 PM - 2024.3.13.0 - 64-bit] Error silent: [Devolutions.Sessions][Error][2024-10-10 15:30:11Z] failed to set clipboard data

System.ComponentModel.Win32Exception (0x80004005): The operation completed successfully.

[10/10/2024 3:36:00 PM - 2024.3.13.0 - 64-bit] Error silent: [PipeClientTransport][Error][2024-10-10 15:35:54Z] System.OperationCanceledException: The operation was canceled.

at System.Threading.CancellationToken.ThrowOperationCanceledException()

at System.Threading.CancellationToken.ThrowIfCancellationRequested()

at System.IO.Pipes.NamedPipeClientStream.ConnectInternal(Int32 timeout, CancellationToken cancellationToken, Int32 startTime)

at System.Threading.ExecutionContext.RunFromThreadPoolDispatchLoop(Thread threadPoolThread, ExecutionContext executionContext, ContextCallback callback, Object state)

--- End of stack trace from previous location ---

at System.Threading.ExecutionContext.RunFromThreadPoolDispatchLoop(Thread threadPoolThread, ExecutionContext executionContext, ContextCallback callback, Object state)

at System.Threading.Tasks.Task.ExecuteWithThreadLocal(Task& currentTaskSlot, Thread threadPoolThread)

--- End of stack trace from previous location ---

at Devolutions.Ipc.Network.Transport.Client.PipeClientTransport.ConnectAsync(String pipeName, CancellationToken cancellationToken)

[10/10/2024 3:36:01 PM - 2024.3.13.0 - 64-bit] Error silent: System.NullReferenceException: Object reference not set to an instance of an object.

at Devolutions.RemoteDesktopManager.RemoteDesktopManagerCommunicator.Open(String[] parameters)

Hello All,

Thank you for those tests.

Can you follow the steps in this documentation:

https://docs.devolutions.net/rdm/kb/rdm-windows/troubleshooting-articles/rdp-session-troubleshooting/#generate-and-send-rdp-api-hooking-log-files

You can use the secure link below to send us the logs;

https://devolutions.sharefile.com/filedrop



Simply name your file “<your name>-FM-43042” to quickly identify it.



Make sure that this test is done when the session is embedded in RDM, and you use FreeRDP.

Best regards,

Hello All,

Thank you for those tests.

Can you follow the steps in this documentation:

https://docs.devolutions.net/rdm/kb/rdm-windows/troubleshooting-articles/rdp-session-troubleshooting/#generate-and-send-rdp-api-hooking-log-files

You can use the secure link below to send us the logs;

https://devolutions.sharefile.com/filedrop



Simply name your file “<your name>-FM-43042” to quickly identify it.



Make sure that this test is done when the session is embedded in RDM, and you use FreeRDP.

Best regards,

I will work on this today

I have actually made it happen 3 times so far trying to copy from an RDP session (right click and ctrl-c)

and now it is not happening

this is just so random

No one else experiencing freezes related to Edge WebView proccesses?

No one else experiencing freezes related to Edge WebView proccesses?

actually what do I need to look for when it freezes

another interesting note.

I am running a powershell in an RDP and while script was running devolutions froze

not only that, until I closed it via task manager, I could not type at all, edge, google, word document, txt file.

I am going to send the new log files

I uploaded the file requested

every freeze instance in the last week starts with a copy to the clip board from within the rdp

it has happened 4 times today.

Hello tbflyer,

Thank you for this feedback.

We are still investigating this issue.

Since this is related to the clipboard, could you also check the clipboard diagnostic and send us the result?

https://docs.devolutions.net/rdm/kb/troubleshooting-articles/clipboard-diagnostic/

Is the clipboard diagnostic also making your RMD freeze?

Best regards,

Hello everyone,

The development team has raised an important point regarding this case.

Are any of you using Windows Insider?

If you are, please refer to the last reply from Marc-Andre Moreau in this forum: https://forum.devolutions.net/topics/43176/my-rdm-crashes#199830

Best regards,

We are running RDM on Server 2022 session hosts.

I've been running a ticket with you (00071968) regarding the issue.

Thank you for this feedback.

I will investigate this and ask for any specific details in the case - 00071968

Best regards,

Hello tbflyer,

Thank you for this feedback.

We are still investigating this issue.

Since this is related to the clipboard, could you also check the clipboard diagnostic and send us the result?

https://docs.devolutions.net/rdm/kb/troubleshooting-articles/clipboard-diagnostic/

Is the clipboard diagnostic also making your RMD freeze?

Best regards,

Finally got back to this. the diagnostics show me no information. running the diagnostic has not frozen though yet

I will see if I can make it happen. it is no doubt the copy operation that if freezing it though. it has happened 4 times today.

interestingly, until I close the session my machine is all but stuck.

Sadly this is simply a non-functioning product at this point. I love what it does, but in the last hour I have had it freeze 10 times when I run a copy process.

unless there can be a fix, My organization will need to move on to something stable, even if it does not do what this does.

if you can, please post the full uninstall process including cleaning up anything that is left behind.

I will try a complete clean install and see if that helps.

I see no other options without a deeper dive from Devolutions

Could you reach out to their support and schedule a remote sesssion? It sounds like you can perhaps more easily replicate the issue while someone from Devolutions is looking at it with you.

Hello,

@tbflyer are you using Windows Insider Preview build? If so, you can refer to these posts on our forum from Marc-Andre and Maurice.

https://forum.devolutions.net/topics/43176/my-rdm-crashes#199830

https://forum.devolutions.net/topics/30298/windows-insider-preview-builds

If not, please open a case at service@devolutions.net with a reference to this forum's thread and we will send you a link to investigate your issue in a support session.

Thank you for your collaboration.

Best regards,

Hello,

@tbflyer are you using Windows Insider Preview build? If so, you can refer to these posts on our forum from Marc-Andre and Maurice.

https://forum.devolutions.net/topics/43176/my-rdm-crashes#199830

https://forum.devolutions.net/topics/30298/windows-insider-preview-builds

If not, please open a case at service@devolutions.net with a reference to this forum's thread and we will send you a link to investigate your issue in a support session.

Thank you for your collaboration.

Best regards,

No I am not, I use windows 11 on my company machine. I have also heard from others who are seeing the same issues with Devolutions.

Hi

I still get the issue even with the recommended setting. I have this issue with RDP and SSH session.

The tool is pretty much unusable at this point, and it was working very well before.

Thanks

Hi

I still get the issue even with the recommended setting. I have this issue with RDP and SSH session.

The tool is pretty much unusable at this point, and it was working very well before.

Thanks

Same, here, and frankly this is still better than other tools, otherwise I would have given up by now.

We are not using windows inside and have had this freezing problem for some time now. It's usually then we copy/paste things or work in a SSH connection.

Hello Everyone,

I already have an internal case open with tbflyer.

I will also open one for stephanefortier and mka.

Best regards,

Hello,

After a session with tbflyer, It looks like this issue is related to the cache of RDM.

To check if this is the case, I suggest doing a portable version of RDM on the latest version and try to reproduce this issue.

To do so, you will need to do the following:

(Close RDM)

1- Download the .zip file below:

https://remotedesktopmanager.com/home/thankyou/rdmbin

2- Create a new folder on your Desktop

3- Extract the content of the .zip file into the folder created at #2

4- Go to this folder once the .zip file has been extracted and run remotedesktopmanager.exe

5- Connect to your data source

Best regards,