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Relay: freezes frequently

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cosmos, User (Posts: 61)

Apr 01, 2020 6:49:42 am EDT

I'm currently testing RU relay on Windows 7 SP1 64bit VM (ESXi), with 3Gbytes of RAM. Nothing runs on this VM, apart from the relay. There are around 300 hosts ready to be connected to ("idle connections" on the relay administration). There around 20-30 systems being remote controlled (which corresponds to the double number of lines on the "active" panel).

The problem is that the relay seems to freeze. At that point all remote sessions are halted. The only way to get out of this is to restart the service itself. Nothing is logged in the error and connection logs of the relay server.

Task manager on this VM shows that resource usage (RAM, disk, network) is very low. So it doesn't seem like a hardware issue.

As it is, this does not look stable for extensive use, which would be a blocker for me... Any ideas on what to look for?

Polina, Support (Posts: 1408)

Apr 01, 2020 5:14:22 pm EDT

Hello,

Thank you for your message.

Could you please clarify if there is any antivirus/firewall software installed on the RU Server machine? In case if there is, then the issue might be caused by the software blocking the rutserver.exe. We highly recommend that you add the RU Server folder C:\Program Files (x86)\Remote Utilities - Server\ to the antivirus exceptions list.
Also please check that the outbound ports required for the RU Server are not blocked/used by some other software. For more information on what ports are required to be open for the RU Server please refer to this page.

In addition, could you please clarify what version of Remote Utilities do you use? If you use the 6.10.10.0 version or older versions, then please try updating the RU Server to the latest version - 2.9 Beta 1 and see if this helps to resolve the issue. The 2.9 Beta 1 version is available for the download on this page.
When updating RU Server please make sure to update both Viewer and remote Hosts to the corresponding 6.12 Beta 1 version as well - the version mismatch might lead to performance issues or some features not working. You might try updating just one of the remote Hosts and one Viewer or even use the portable Viewer first to see if the issue still occurs when using the updated version of Remote Utilities.

Please let us know if the issue persists.

cosmos, User (Posts: 61)

Apr 02, 2020 2:48:54 am EDT

Support level: Site

Hello Polina,

Polina Krasnoborceva wrote:
Could you please clarify if there is any antivirus/firewall software installed on the RU Server machine? In case if there is, then the issue might be caused by the software blocking the rutserver.exe. We highly recommend that you add the RU Server folder C:\Program Files (x86)\Remote Utilities - Server\ to the antivirus exceptions list.

This is a Windows 7 SP1 VM. No antivirus was running from the start. I used to have the Microsoft firewall enabled, but I've disabled it as well.

Also please check that the outbound ports required for the RU Server are not blocked/used by some other software. For more information on what ports are required to be open for the RU Server please refer to this page .

From what I understood reading that page, basically inbound port 5655/tcp should be open. This is what we have done from the start. However outgoing access to port 5655 (for viewer or host access) [b]was blocked. The reason was that the viewers and hosts are not accessible from the relay: only the viewer/host can connect to the relay, the other way is not allowed.

In addition, could you please clarify what version of Remote Utilities do you use? If you use the 6.10.10.0 version or older versions, then please try updating the RU Server to the latest version - 2.9 Beta 1 and see if this helps to resolve the issue. The 2.9 Beta 1 version is available for the download on this page .

We are using the latest releases 6.10.10.0 for viewer and host and the latest stable relay version.

When updating RU Server please make sure to update both Viewer and remote Hosts to the corresponding 6.12 Beta 1 version as well - the version mismatch might lead to performance issues or some features not working. You might try updating just one of the remote Hosts and one Viewer or even use the portable Viewer first to see if the issue still occurs when using the updated version of Remote Utilities.

We could try to update the relay only, and also some clients. But upgrading all the clients is difficult currently. Would there be a problem if we did not change the viewer and host, but only upgraded the relay to 2.9 beta 1?

Polina, Support (Posts: 1408)

Apr 02, 2020 1:30:16 pm EDT

Hello,

Thank you for the clarification.

From what I understood reading that page, basically inbound port 5655/tcp should be open. This is what we have done from the start. However outgoing access to port 5655 (for viewer or host access) was blocked. The reason was that the viewers and hosts are not accessible from the relay: only the viewer/host can connect to the relay, the other way is not allowed.

Yes, you are absolutely right, on the RU Server's side, you need the inbound TCP 5655 port to be opened, not the outbound.

We could try to update the relay only, and also some clients. But upgrading all the clients is difficult currently. Would there be a problem if we did not change the viewer and host, but only upgraded the relay to 2.9 beta 1?

Of course, we actually suggest not to update all of the remote Hosts and Viewers at once, it's best to update just one remote Host and one Viewer (or even use the Portable Viewer and Agent). However, please note that if you update the RU Server, then it's best to update Viewer and Host as well since the version mismatch might also cause other performance issues and some features not working.

Please let us know if the issue persists after updating Remote Utilities to the Beta version.

cosmos, User (Posts: 61)

Apr 03, 2020 4:28:26 am EDT

Support level: Site

Thanks again for your solid advice. For the last couple of days the relay seems to behave rock steady, without doing any software upgrades at all, just some VM changes. Hope it stays that way :)

Polina, Support (Posts: 1408)

Apr 03, 2020 5:19:44 pm EDT

Hello,

I'm glad to hear we were able to help!

Please feel free to post another message if you have more questions.

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