Consistent Connection Issues following update to 9.7

[PFMsupport]

Since Pulseway forced an update to 9.7 roughly a week ago connecting to clients has been extremely difficult. Almost 100% of the time when attempting to remote control via the app it sits at "Starting remote control Session..." for about a minute before giving the message in the attached image "Connection timeout while trying to start the remote control session."  Sometimes the systems you are trying to connect to will go offline in Pulseway after the failed attempt; however, they are most certainly still online since I can RDP from systems right next to them that I also happen to be connected to via Pulseway. They will come back online in Pulseway a minute or two later and then we can connect.

This happens across 149 sites almost every time, it happens to all Support staff in two offices in different areas of the country working for different companies as well as to the same Support staff working from home. All outgoing connections are rock solid, usually fibre.

What's more the sites we are connecting to are working fine. So much so that when you eventually get a connection to the client system (it will connect after retrying 2-3 times) the other terminals at the same site will give the same problems, even though you are still connected to other terminals on the site, so clearly the internet is working fine.

Again this is new to 9.7, we did not have these issues prior to that update.

We have over 600 terminals to carry out manual software updates/maintenance on and this is taking forever.

Edited October 15 by PFMsupport

[PFMsupport]

Seems as though our attempts to connect are triggering an update clientside, then when it is finished it will let us connect.

Just a thought.

[Anne]

Hey @PFMsupport - Thanks for the update. I just want to make sure I understand, is the issue still present or has this been resolved? 

 

[PFMsupport]

The issue is still present yes. Each client we connect to appears to work fine after that first 3-4 minutes to connect so they are likely updating after our connection attempt.

We still have over 550 terminals to connect to and do maintenance. Is there a way to trigger client updates without attempting to connect?

[DJB]

I’m also experiencing this issue, and in some cases, the only fix seems to be restarting the device. While it’s great that you’re adding so many new features to the product, the RDP functionality feels quite unstable and falls short compared to other solutions out there. I really hope more attention is given to improving this, as it’s currently letting the product down. For context, I manage nearly 300 terminals for maintenance, and these issues significantly slow me down.