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Sound lags, but not picture.

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Laslo, User (Posts: 3)

Feb 03, 2021 8:01:36 am EST

Support level: Free or trial
As the title suggests, when there is a hiccup, the picture skips a beat, while the sound lags behind.
Is this an effect of the screen sharing happening over UDP and the sound over TCP?
Not sure if this is initiated by a CPU spike on the remote computer or a WiFi bridge hiccup.
I'm thinking the sound should do the same as the picture and "just" skip a little, it quickly becomes tedious to restart the audio conference.
(Also I'm feeling that the sound gets a bit grainy after it's transmitted, is this an effect of a compression algorithm?)
Any fixes in setting, or is this something for the developers to solve?

Polina, Support (Posts: 1247)

Feb 03, 2021 12:03:19 pm EST

Hello Laslo,

Thank you for your message.

Could you please let us know which version of Remote Utilities do you use? In case if you use version 6.10.10.0 or an older version, then please try updating your Remote Utilities installation to the latest 6.12 Beta 4 version as the issue might have already been fixed in the latest release.

The latest 6.12 Beta 4 version of Remote Utilities is available for download on this page.
When updating, please make sure to update both Host and Viewer to the same version in order to avoid the version mismatch that might lead to performance issues or some features not working.

Please let us know if the issue with the sound persists even after updating or if you already use the latest 6.12 Beta 4 version.

Looking forward to your reply.

Laslo, User (Posts: 3)

Feb 11, 2021 9:52:39 pm EST

Support level: Free or trial

Polina wrote:

Hello Laslo,

Thank you for your message.

Could you please let us know which version of Remote Utilities do you use? In case if you use version  6.10.10.0  or an older version, then please try updating your Remote Utilities installation to the latest  6.12 Beta 4  version as the issue might have already been fixed in the latest release.

The latest  6.12 Beta 4  version of Remote Utilities is available for download on this page.
When updating, please make sure to update  both Host and Viewer to the same version  in order to avoid the version mismatch that might lead to performance issues or some features not working.

Please let us know if the issue with the sound persists even after updating or if you already use the latest 6.12 Beta 4 version.

Looking forward to your reply.

I have now tried the latest beta on 2, 2 hour long sessions, and when some type of lag hits, the picture still catches up by skipping frames, but the sound lags behind and I have to restart the call to avoid confusion.

Polina, Support (Posts: 1247)

Feb 12, 2021 8:31:15 am EST

Hello Laslo,

Thank you for the update.

Could you please let us know the configurations of both machines, i.e. Viewer and remote Host? Namely, what OSs are installed on the machines, and if there are any other software running on machines simultaneously with the remote session?
In addition, if possible, please record a short video of the issue and send it to us to support@remoteutilities.com, so I could forward it to our developers to see if we can reproduce the issue.

Looking forward to your reply.

Laslo, User (Posts: 3)

Feb 13, 2021 6:37:20 pm EST

Support level: Free or trial
Both machines are Windows 10 x64. One (i7 3770) is running Host and Pro Tools 12, with various plug-ins, and the other (i7 4770) is basically just running the Viewer. (We are doing some Covid-safe studio recording, where I'm in another building engineering vocalists in the studio.) Can't supply you with video, but I can basically tell you exactly what happens_ On the viewer side both the picture and sound freezes for maybe a second, then the picture feed jumps to where it needs to be and the sound lags behind. On the host side, the sound freezes, then comes back and lags behind. I can't confirm exactly what's happening on the host side due to logistics and time constraints. My own suspicions are either heavy usage of CPU on the host (by ProTools), or a hitch in the WiFi bridge. Still didn't get a good answer if the sound is transmitted by UDP or TCP, and why it doesn't catch up like the picture does.

Polina, Support (Posts: 1247)

Feb 15, 2021 10:55:10 am EST

Hello Laslo,

Thank you for the clarification.

I'll forward the issue to our development department for a review to see if we can reprocess the issue or if there's anything we can do to fix it.

I'll get back to you with an update from our developers shortly.

Polina, Support (Posts: 1247)

Feb 20, 2021 3:22:53 pm EST

Hello Laslo,

Thank you for your patience.

I've checked on the issue with our developers and we will implement a fix for the issue with the sound lagging behind/not catching up when the connection freezes in our future updates. Unfortunately, we cannot provide a specific ETA for the fix, but we'll try to provide it as soon as we can. Sorry for the inconvenience.

Please let us know if you have other questions.

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