RDM becomes unresponsive when opening entries

RDM becomes unresponsive when opening entries

avatar
mg

Dear All,

we am currently facing a new issue with RDM 2024.3.14.0 & Devolutions Server 2024.3.6.0

This only affects one device, but prevents usage of rdm almost completely.

We have two knows devices with this issue.

OS: W11 23H2 22631.4317

OS: W11 22H2 22621.4317

Problem description:

Upon opening host entries with templates assigned to them, RDM becomes unresponsive and the session never opens.

Interaction with any buttons is not possible - Marking the text in the Dashboard is possible though.

RDM needs to be manually closed either via taskbar or taskmgr, as the UI is unresponsive.

From my observation, this only affects entries which use templates and not direct entries such as RDP.

A short showcase can be seen here, I had to cut the view short as to not have to censor any company data.

- GIF - Imgur

Attempts at resolving the issue:

  • Reinstalled RDM

  • Updated client & server to latest version

  • Cleared data source cache

Assistance would be appreciated.

Kindly let me know if any further information is required and I will provide it ASAP.

Best Regards,

mg

All Comments (17)

avatar
mg

We have just found out further relevant information: The opening process seems to be stuck in an loop.

We assume this, due to our "Warning message" upon open being shown over and over again.

See sample: https://i.imgur.com/K2vMryO.gif

avatar
Alexandre Bélisle

Hello,

Thanks for reporting this.

We noticed you have a VPN (inherited). Since the connection fails, it's possible that the VPN attempts to close it and cause a hang.

That makes us wonder:

  • What is the VPN type you're using?

  • Maybe try to ensure there are no VPN attempts at all and see if this reacts differently.

For the safe of replicating, we assume that the template is an RDP; could you confirm?

Are there any logs generated in the RDM application logs? (Help > Application Logs)

Thanks for keeping us posted.

Best regards,

Alex Belisle

avatar
mg

Hello,

VPN:

in our case, the entries use inherited but the parent has VPN disabled.

This is configured this way, so we dont have to touch every entry incase we want adjust any vpn settings in the future.

For, I believe all cases, we have manual VPN-Entires we use in RDM. For this, we use openvpn.

Just to exclude this as the cause, I have changed VPN from inherited -> disabled and the same issue occurs.

This is also the case for internal servers.

Template type:

The Template in the example is RDP, but it also affects other templates such as SSH or Web (Edge).

Application Logs:

While there are 2 errors today, I assume they are from me fidding with the VPNs / force closing RDM or similar.

I do not think they are relevant as I had this issue > 5 times today while diagnosing and the error(s) only appear once.

Just in case, here are the mentioned errors.

System.NullReferenceException: Object reference not set to an instance of an object.
   at Devolutions.RemoteDesktopManager.RemoteDesktopManagerCommunicator.Open(String[] parameters)

[PipeClientTransport][Error][2024-10-18 08:28:12Z] 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)

PS: This issue is now known for 4 devices - I assume more but can only confirm 4 with 100% certainty.

I have started an internal inquiry to the agents requesting them to check if they are affected, and if not, to send me the RDM version they are using.

I am happy to provide temporary remote access if this helps with the process.

Best Regards,

mg

avatar
mg

Hello,

another Update: This issue does NOT occur in Offline-Mode, but this is often impractical.

avatar
Alexandre Roy

Thank you mg,

I assure you every bit of information help.

Since the issue does not happen in offline mode.

This one leads me to believe that it should be a feature that is trying to contact the server as soon as you launch the entry.

Narrows down our search really.

The QA department is looking into it.

Regards

Alexandre Roy

avatar
Alexandre Roy

Just to be certain are you able to reproduce this on command every single time with the same entries and template?

If you could duplicate that RDP entry and replace all sensitive information by "Test" so we'd know which field were filled and used and do the same for the template used and export it for us to look into, I think we'd get to the bottom of this faster.

If we cannot reproduce after this, we'll start looking into your system settings.

Regards,

Alexandre Roy