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Poor connection to customer

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Pim Wijnands, User (Posts: 3)

Apr 19, 2021 3:16:13 am EDT

When connecting to one of our customers, the technician reports an unworkably slow connection, even with the lowest colour and frame rate settings. Our old remote support program ( [censored] ) did not have such issues.

Does anyone have an idea what might cause this (It is imaginable that the network connection at the customer is rather poor)? Does RU handle poor connections less well than other programs because of its small scale? Are some settings of importance for poor connections that are not set by default?

Conrad Sallian, Support (Posts: 2979)

Apr 19, 2021 4:17:12 am EDT

Hello Pim,

Thank you for your message.

Poor connectivity can be caused by many factors. I recommend that you try solutions found on this page https://www.remoteutilities.com/support/kb/slow-remote-connection-speed-performance/# and see if they can help resolve the issue.

Also, since antivirus software is the major issue and nuisance factor these days I recommend that you add Remote Utilities Host installation folder to a/v software exceptions list.

Hope that helps.

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