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Stuck on "connecting to (connection name)...please wait"

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Pauline, Support (Posts: 2573)

May 24, 2021 8:34:55 am EDT

Hello Matt,

I'm glad to hear we were able to help and it works for you now!

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

Howard S, User (Posts: 3)

May 27, 2021 1:29:52 pm EDT

Support level: Free or trial

Hi:
I am connecting OK using the V7.0.2.0 Agent with Legacy Capture Mode. Today, while I was connected to a different customer than the one's I had the issue with and OK using the V7.0.2.0 Agent with Legacy Capture Mode, it seemed to drop the connection and was trying to re-connect. The re-connect didnt work so I had the customer shut down the agent and tried to connect. I got the full-screen World Map stuck on my screen. Ctl-Alt-Del and selecting Task Mgr just flashed the Task Manager then went back to World Map.
We have a problem here!
I can't keep doing hard resets on my system, losing data and running the risk of damaging my hard drive.

Pauline, Support (Posts: 2573)

May 27, 2021 4:56:00 pm EDT

Hello Howard,

Thank you for your message.

Could you please provide us the Agent's connection log files from your customer's machine that you've had issues connecting to? Here's how you can locate the Agent logs.
You can send the log files to support@remoteutilities.com. Please do not post the log files on the forum as they're considered to contain personal information.

Looking forward to your reply.

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