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iOS app loses connection after access granted

Chris Ward, User (Posts: 2)

Oct 17, 2022 3:04:45 am EDT

Hi, I’m running iOS 15.7 on an iPad Pro 11. RU app 7.1.7.0m12.4.1 x64 and no matter what pc I try to remote control (using a host 7 version), I get as far as access granted, the screen goes black as it’s its ready to render the remote screen, and then after a second, it takes me back to the list of machines and never shows the remote screen. Using a windows viewer app works fine, thank you.

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iOS app loses connection after access granted

Pauline, Support (Posts: 2573)

Oct 17, 2022 11:03:22 am EDT

Hello Chris,

Thank you for your message.

We will test this our in our environment to see if we're able to reproduce the issue and implement a fix for it. Sorry for the inconvenience.

I'll keep you updated on the issue.

Jim Kohlmeier, User (Posts: 1)

Oct 17, 2022 4:01:49 pm EDT

Support level: Free or trial

I have what appears to be the same problem when trying to connect to any of 4 Windows 10 computers. I can connect very quickly and reliably to all 4 host computers using Viewer 7.17 from my Windows 10 computer and also from the RU app on my Android phone, no problems at all. However, when I try to connect via the latest RU app on my iPad 4 running iOS 15.7, I get EXACTLY the same results described by Chris Ward.

Pauline, Support (Posts: 2573)

Oct 17, 2022 6:41:25 pm EDT

Hello Jim,

Thank you for letting us know.

I've forwarded the issue to our developers and have added both yours and Chris's reports as well. We're currently investigating the issue, so hopefully, we will be able to add a quick-fix for it soon. Sorry for the inconvenience.

I'll keep you updated on the issue.

Chris Ward, User (Posts: 2)

Jan 07, 2023 9:11:46 am EST

Support level: Free or trial

Hello, just wondered if there is any update on this issue. As the iOS app is unusable. Thank you. Chris.

Pauline, Support (Posts: 2573)

Jan 09, 2023 10:18:36 am EST

Hello Chris,

Thank you for your message.

Unfortunately, our developers are still testing this issue out. However, we've received reports from a couple of other users, that updating their iPad OS and/or re-installing Viewer app had helped them to resolve the issue, so perhaps something in the subsequent iOS was fixed which, in turn, helped to fix the issue.
Could you please make sure that your iPad is updated to the most recent available version 16.2? In addition, please also try uninstalling Viewer app from your iPad and then re-installing it once again.

Let us know if this helps or if the issue persist.

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