Thank you, we will examine your logs and get back to you.
Could you please clarify if you use the RDP-over-ID feature? If this is the case, please consider using the Full Control and View mode. Or you can connect to a remote PC directly using RDP through VPN.
In some cases, there might be connection drop issues when using the RDP-over-ID feature. This is a known issue and we will be fixing this issue in the future, but unfortunately, no ETA can be given yet.
Authorization: Custom Server Security (both check-boxes On)
Please try to sel ect the Auto option in the Authorization tab in connection properties. If you have both Custom server security and Single password enabled as your authorization method, with the Auto option enabled the Viewer will use Custom server security, because it goes before Single password security in the priority list. In order to enable Auto please do the following: 1. In the main Viewer window right-click on the remote connection and choose Properties. 2. Navigate to the section Authorization and in the dropdown menu choose Auto.
Also please clarify if your server is located in the same LAN as the Viewer or Host and if you use the server's external address? If this is the case, please try using its internal address to connect within your LAN.
Single Password Security on, but do I even need it for not LAN connections?
Single Password is one of the authorization methods. You must authorize on a remote Host regardless of connection type. Here's a related article on authorization methods you can choose fr om.
Also, it's not necessary to use the RU server as a relay server and the Custom Server Security simultaneously. For example, you can use a direct connection and still use a Custom Server Security as the authorization method. Of course, the server should still be directly accessible for Viewers and Hosts.