Cannot connect anymore and FaceID is grayed out

Hello,

Thank you for contacting us regarding this matter.

To better assist you, could you please provide more details about the issue? Specifically:

• What type of connection are you referring to?
• Does the issue occur with all entry types or only the one mentioned?

Additionally, could you share information about your environment, including:

• The RDM version you're using
• The datasource in use
• The operating system version of your device

Feel free to include screenshots of the issue to help us reproduce it more effectively.

Best regards,

• What type of connection are you referring to?

RDP

• Does the issue occur with all entry types or only the one mentioned?

Yes. Every connection is going into edit mode instead of connecting

• The RDM version you're using

The latest for iOS. 2025.2.2.1

• The datasource in use

local

• The operating system version of your device

iOS 18.6.1

Hello,

I’ve tried to reproduce the issue on two different devices with the same configuration as yours (local data source, Face ID enabled, master key on the local data source, etc.), but I wasn’t able to replicate the problem.

Could you please provide a video demonstrating the issue? That would help us better understand and investigate it further.

Best regards,

here we go... it only contains a local ip so there is nothing confidential in it...

You can see my trying to open a connection, but entering edit mode and later im looking into security setings wehe you can see the grayed out faceid switch

Hi,

The issue you're encountering with FaceID is related to the fact that you do not seem to have an Application Password set in your Security and Privacy settings. Once the application password is set, biometric authentication (including FaceID) will then be available.

As for the missing option, it is unusual that the "Open" option is not visible, and I believe this may be a bug. Since we are unable to reproduce the issue on our end, additional information about your setup would greatly help us identify the underlying issue.

Could you please answer the following questions:

• What iPhone model are you using with this data source?
• Do you recall which RDM version you were using prior to updating to the latest?
• If you create a new RDP connection, is the "Open" option available?
• Does editing and saving your current entries resolve the issue?

Thank you in advance for your cooperation.

Best regards,

iPhone 15 Pro Max

There was a password, but i now tryed to set a new one. Save-Button does nothing… im unable to save the password

I‘m normally update all apps as soon as an update is available, but i have no clue what the previous version was…

Hello,

We have spent a lot of time trying to reproduce your issue, but unfortunately, we have not been able to do so.

To help us identify the source of the problem, we have made a special version of our app available on TestFlight. This build is identical to the previous one, but it includes additional logging. You can install it using the following link: https://testflight.apple.com/join/UJ5qfZdk, and by following the instructions for installing TestFlight. Please do not uninstall the current version of RDM from your device before installing the new one.

Once the app is downloaded, please try to reproduce the issue by following the same steps as before, and then send us the logs.
To send the logs:

1. Open the side menu.
2. Tap Help & Support.
3. Select Application Logs.
4. Export them and send them to mbrousseau@devolutions.net

Thank you very much for your time, and we apologize for the inconvenience.

If you have any questions, please don’t hesitate to reach out.

Best regards,

I updated the app and tried again to set the – already set – password and still got no response on saving it. Hope there is something in the logs which I sent you.

Hello,

We have received the logs. We will analyze them and work on finding a solution as soon as possible.

Thank you for taking the time to provide them.

Best regards,

Hello,

We have analyzed the logs, and they were very helpful. We believe we have identified the issue. However, we still don’t fully understand how you were able to get stuck in the state you are currently experiencing.

To help us investigate further, we’ve created a new build that includes additional logging. This should allow us to better understand why you’re in this state and help us prevent it from happening again. Could you please update to build 2025.2.3.153 (https://testflight.apple.com/join/UJ5qfZdk) and repeat the same steps as before? You can send the log to the same email (mbrousseau@devolutions.net).

We’ve also added an option that should reset the application and bring it back to a working state. Please note, however, that this will wipe all of your data. If you decide to use it:
Settings → Advanced → Reset installation of Remote Desktop Manager.

We kindly ask that, if possible, you only use this reset option after sending us the logs, as they are very valuable for our analysis.

Thank you very much for your time and assistance.

Best regards,