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Losing connection (sort of) after 5 minutes

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Peter Hucker, User (Posts: 23)

Dec 01, 2022 8:56:21 pm EST

If I connect to several computers, then control/observe one of them for 5 minutes, some of the others have sort of disconnected. They don't say disconnected per se, but the screen isn't updating and I can't click on anything. This only started happening after I changed from version 6.10.10 to 7.1.7. Both ends of the connection are 7.1.7.

Pauline, Support (Posts: 2778)

Dec 02, 2022 10:10:44 am EST

Hello Peter,

Thank you for your message.

Could you please clarify how many Hosts you connect to at the same time when the issue occurs? Do you have the connections opened in a tabbed view or each in a separate window? In addition, it would be very helpful if you could record a short video of the issue - you can send it to us to [email protected].

Looking forward to your reply.

Peter Hucker, User (Posts: 23)

Dec 02, 2022 10:01:43 pm EST

Support level: Free or trial

7 hosts. Tabbed view. All displaying a moving graph from MSI Afterburner (of temperatures and CPU usage etc.) and running scientific calculations on the CPU and GPU. Worked ok in version 6.

Edited:Peter Hucker - Dec 02, 2022 10:03:05 pm EST

Pauline, Support (Posts: 2778)

Dec 05, 2022 10:16:45 am EST

Hello Peter,

Thank you for the clarification.

Could you please take a look at the Host logs and see if there are any error entries that could point us to what's causing the issue? You can also send us the most recent logs from a few of your Hosts for examination - you can send them to [email protected].
In addition, could you please double-check if the issue persists if you disable the Tabbed mode? Does connection restore after some time when the issue occurs or do you have to close the connection and start it over?

Looking forward to your reply.

Peter Hucker, User (Posts: 23)

Dec 17, 2022 2:17:17 pm EST

Support level: Free or trial

Today I connected to 6 machines, then was interrupted by something else. I came back one hour later and one of the hosts had a stuck screen and didn't allow me to click anything, but it appeared to be still connected. That host has this in the log for today:

17.12.2022---17:57:45:989 36 192.168.1.81 Access granted. Session: {842218E9-9617-4FA9-BA53-A4951D18D736}
17.12.2022---17:57:46:259 38 192.168.1.81 Remote screen connection. Started. Session: {842218E9-9617-4FA9-BA53-A4951D18D736}
17.12.2022---18:41:44:634 39 192.168.1.81 Remote screen connection. Closed. Session: {842218E9-9617-4FA9-BA53-A4951D18D736}

18:41 when it says closed is 30 minutes before now when I'm looking at it. There seems to be no reason for the closure. The network connection is perfect, the machine at each end is a decent fast machine (although busy doing Boinc science projects, but both are very responsive). The network connection is from the guest to a 1Gbit switch, then along a 20 metre 40Gbit ethernet cable, to another 1 Gbit hub, then to the host. All cables are 3 months old or less. A continuous ping between them shows 1ms every time with no lost packets.

I have sent the latest log file from each of three hosts to your email address, with subject "Files to go with conversation in support forum". I've labelled them with Host1, hoist2, and host3 before the filename. Host1 is the one which stuck today.

This is in tabbed mode. I tried non-tabbed mode and it still sticks.

Edited:Peter Hucker - Dec 17, 2022 4:16:52 pm EST

Pauline, Support (Posts: 2778)

Dec 19, 2022 1:12:49 pm EST

Hello Peter,

Thank you for the provided details.

I've examined the log files you sent, but, unfortunately, they don't contain any hints that might help us to identify the issue. Could you please let us know if you have any antivirus software installed on your Host machines?

Looking forward to your reply.

Peter Hucker, User (Posts: 23)

Dec 19, 2022 2:14:17 pm EST

Support level: Free or trial

The built in Windows Defender or whatever it's called now, on Windows 11 on all but one machine which is Windows 10. I hadn't noticed the disconnecting until recently, but I changed form AVG to Defender and to your newer version of Remote Utilities at about the same time, so I don't know which to blame.

Edited:Peter Hucker - Dec 19, 2022 2:15:20 pm EST

Pauline, Support (Posts: 2778)

Dec 19, 2022 4:18:35 pm EST

Hello Peter,

It might be that some of the keep-alive settings might be affected by Windows Defender which, in turn, interrupts the connection. Could you please try adding the following Remote Utilities installation folders to the exception lists as described here:
C:\Program Files (x86)\Remote Utilities - Viewer\
C:\Program Files (x86)\Remote Utilities - Host\

After adding the folders to the exception list, please restart Host computer, connect to it once again and see if the issue persists.

Hope that helps.

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