Mac client hands on first opening.

Hello,

Thank you for contacting Devolutions Support

I suspect the hang and the error you're seeing occur while Remote Desktop Manager checks for a new version on startup, not while connecting to your data source. When that check can't complete quickly, the app waits until it times out, which is the freeze you're experiencing.

As a first step, could you try switching that check to manual?

1. Once the app finishes loading (even after the delay), go to File > Settings > General > Application start.
2. Under Auto-update, set Frequency to "Manual checks only."
3. Restart Remote Desktop Manager and let us know if it opens normally.

If the hang disappears, that confirms the update check is the culprit, and we can look at why it's timing out (often a firewall, proxy, or antivirus blocking outbound access to cdn.devolutions.net) if you'd like it re-enabled down the line.

Looking forward to hearing how it goes.

Best regards,

Thank you for your reply Samuel,
It didn't fix.. one thing I noticed was on the Loading connections on the bottom:


I used to see two errors (different callstacks).


Devolutions.RemoteDesktopManager.Business.TryGoOfflineException: XmlSerializeErrorDetails, 9, 14
---> System.InvalidOperationException: XmlSerializeErrorDetails, 9, 14
---> System.IO.IOException: net_io_readfailure, Operation timed out
---> System.Net.Sockets.SocketException (60): Operation timed out
at System.Net.Sockets.Socket.Receive(Span`1 buffer, SocketFlags socketFlags)
at System.Net.Sockets.NetworkStream.Read(Span`1 buffer)
Exception_EndOfInnerExceptionStack
at System.Net.Sockets.NetworkStream.Read(Span`1 buffer)
at System.Net.SyncReadWriteAdapter.ReadAsync(Stream stream, Memory`1 buffer, CancellationToken cancellationToken)
at System.Net.Security.SslStream.EnsureFullTlsFrameAsync[TIOAdapter](CancellationToken cancellationToken, Int32 estimatedSize)
at System.Runtime.CompilerServices.PoolingAsyncValueTaskMethodBuilder`1.StateMachineBox`1.System.Threading.Tasks.Sources.IValueTaskSource<TResult>.GetResult(Int16 token)
at System.Net.Security.SslStream.ReadAsyncInternal[TIOAdapter](Memory`1 buffer, CancellationToken cancellationToken)
at System.Runtime.CompilerServices.PoolingAsyncValueTaskMethodBuilder`1.StateMachineBox`1.System.Threading.Tasks.Sources.IValueTaskSource<TResult>.GetResult(Int16 token)
at System.Net.Security.SslStream.Read(Span`1 buffer)
at System.Net.Http.HttpConnection.Read(Span`1 destination)
at System.Net.Http.HttpConnection.ContentLengthReadStream.Read(Span`1 buffer)
at System.Xml.XmlTextReaderImpl.ReadData()
at System.Xml.XmlTextReaderImpl.ParseEndElement()
at System.Xml.XmlTextReaderImpl.ParseElementContent()
at System.Xml.XmlTextReaderImpl.Skip()
at System.Xml.XmlSubtreeReader.Skip()
at Microsoft.Xml.Serialization.GeneratedAssembly.XmlSerializationReaderUpdatePostChannel.Read3_UpdatePost(Boolean isNullable, Boolean checkType)
at Microsoft.Xml.Serialization.GeneratedAssembly.XmlSerializationReaderUpdatePostChannel.Read4_UpdatePostChannel(Boolean isNullable, Boolean checkType)
at Microsoft.Xml.Serialization.GeneratedAssembly.XmlSerializationReaderUpdatePostChannel.Read5_channel()
at System.RuntimeMethodHandle.InvokeMethod(ObjectHandleOnStack target, Void** arguments, ObjectHandleOnStack sig, BOOL isConstructor, ObjectHandleOnStack result)
at System.RuntimeMethodHandle.InvokeMethod(ObjectHandleOnStack target, Void** arguments, ObjectHandleOnStack sig, BOOL isConstructor, ObjectHandleOnStack result)
at System.Reflection.MethodBaseInvoker.InterpretedInvoke_Method(Object obj, IntPtr* args)
at System.Reflection.MethodBaseInvoker.InvokeWithNoArgs(Object obj, BindingFlags invokeAttr)
Exception_EndOfInnerExceptionStack
at System.Xml.Serialization.XmlSerializer.Deserialize(XmlReader xmlReader, String encodingStyle, XmlDeserializationEvents events)
at System.Xml.Serialization.XmlSerializer.Deserialize(XmlReader xmlReader)
at Devolutions.RemoteDesktopManager.Managers.UpdateManager.GetNewestVersionFromFeed(String feedUrl)
Exception_EndOfInnerExceptionStack

Hi,

Thank you for the update and for sharing the new log details.

To help narrow this down, could you let me know what type of data source you're using with Remote Desktop Manager (for example, a local file, SQL Server, Devolutions Server, Devolutions Cloud, etc.)? A screenshot of its configuration screen would also help us confirm there's nothing there contributing to the delay.

Looking forward to your reply.

Best regards,

I'm now set to use Devolutions Cloud.
Happy to provide screenshots if you tell me which settings (there's way too many in different spots)

Hi,

Thanks for the update, and glad to hear you're set up on Devolutions Cloud.

You'll find this under File > Workspaces.

In the meantime, as a next troubleshooting step, could you try recreating the workspace and let us know if you still run into the same hang on startup afterward?

Looking forward to hearing how it goes.

Best regards,

I wouldn't want to recreate the workspace if there's strong indication that this might be the reason, cause I already have people invited and SSO settings, provisioning, etc.
I'm still getting the hanging. The stacktrace is still showing "GetNewestVersionFromFeed" and I can reproduce the exact same issue if after the software is responsive, I try to manually check for updates.


Devolutions.RemoteDesktopManager.Business.TryGoOfflineException: net_io_readfailure, Operation timed out
---> System.IO.IOException: net_io_readfailure, Operation timed out
---> System.Net.Sockets.SocketException (60): Operation timed out
at System.Net.Sockets.Socket.Receive(Span`1 buffer, SocketFlags socketFlags)
at System.Net.Sockets.NetworkStream.Read(Span`1 buffer)
Exception_EndOfInnerExceptionStack
at System.Net.Sockets.NetworkStream.Read(Span`1 buffer)
at System.Net.SyncReadWriteAdapter.ReadAsync(Stream stream, Memory`1 buffer, CancellationToken cancellationToken)
at System.Net.Security.SslStream.EnsureFullTlsFrameAsync[TIOAdapter](CancellationToken cancellationToken, Int32 estimatedSize)
at System.Runtime.CompilerServices.PoolingAsyncValueTaskMethodBuilder`1.StateMachineBox`1.System.Threading.Tasks.Sources.IValueTaskSource<TResult>.GetResult(Int16 token)
at System.Net.Security.SslStream.ReadAsyncInternal[TIOAdapter](Memory`1 buffer, CancellationToken cancellationToken)
at System.Runtime.CompilerServices.PoolingAsyncValueTaskMethodBuilder`1.StateMachineBox`1.System.Threading.Tasks.Sources.IValueTaskSource<TResult>.GetResult(Int16 token)
at System.Net.Security.SslStream.Read(Span`1 buffer)
at System.Net.Http.HttpConnection.Read(Span`1 destination)
at System.Net.Http.HttpConnection.ContentLengthReadStream.Read(Span`1 buffer)
at System.Xml.XmlTextReaderImpl.InitStreamInput(Uri baseUri, String baseUriStr, Stream stream, Byte[] bytes, Int32 byteCount, Encoding encoding)
at System.Xml.XmlTextReaderImpl.FinishInitStream()
at System.Xml.XmlTextReaderImpl..ctor(Stream stream, Byte[] bytes, Int32 byteCount, XmlReaderSettings settings, Uri baseUri, String baseUriStr, XmlParserContext context, Boolean closeInput)
at System.Xml.XmlReader.Create(Stream input)
at Devolutions.RemoteDesktopManager.Managers.UpdateManager.CheckForNewVersion()
Exception_EndOfInnerExceptionStack

Weirdly enough, looks like this setting is not being "validated" ad I did change to "Manual Checks only".

Hi,

Thanks for the update, and no problem,

Since the hang keeps pointing to the update check itself, could we rule out a network block on your end? Remote Desktop Manager checks for updates against:

https://devolutions.net

Could you confirm this address is reachable from the machine, and isn't being blocked or intercepted by a firewall, proxy, or antivirus/EDR? A quick way to test is opening that URL directly in a browser on the same machine, or running a simple connectivity check (for example, curl -I https://devolutions.net) from a terminal.

For reference, here's our full list of endpoints RDM uses: https://docs.devolutions.net/rdm/knowledge-base/knowledge-base-articles/list-of-internet-endpoints-accessed-by-remote-desktop-manager

Looking forward to hearing what you find.

Best regards,