• John Felstead
    0
    Firstly thank you for a great bit of free software. We are a charity running a Village Hall in the UK and are testing Remote Assistant to access a windows PC which runs our booking system. Prior to that we use Team Viewer but the restrictions placed on the free version means its unworkable and we cannot afford the cheapest monthly TeamViewer fee.
    The software appears to work well and the interface is much simpler and cleaner than TeamViewer. However we have been having a few issues with lockups, disconnections and not being able to log back in.
    The machine is a Dell Optiplex 755 with a Quad Core 2.66Ghz processor and 8Gb ram running Windows 7 professional. The system is located in our home and accessed by a volunteer via a laptop over a fibre internet connection. Both of us have a 50Mb connection.
    Occasionally the Remote Assistant screen will just disappear and at other times whilst working in Outlook on the client PC the mouse will just freeze and you cannot do anything on the remote PC. If you disconnect the session then you are unable to reconnect as it says that a session is already in progress or hangs at the window waiting for data. The only recourse is to re-boot the host system which cure the issue for a while until it happens again.
    Do you have any suggestions or give me some idea what to look for in terms of logs or error messages please

    Edit I should have stated we are set up for unattended access without encryption
  • Sergey N
    26
    Hello John,

    The software appears to work well and the interface is much simpler and cleaner than TeamViewer. However we have been having a few issues with lockups, disconnections and not being able to log back in.

    Those issues seem like some kind of connection issues.

    Occasionally the Remote Assistant screen will just disappear and at other times whilst working in Outlook on the client PC the mouse will just freeze and you cannot do anything on the remote PC. If you disconnect the session then you are unable to reconnect as it says that a session is already in progress or hangs at the window waiting for data. The only recourse is to re-boot the host system which cure the issue for a while until it happens again.

    To understand the reason of the of those issues we will need to see the stiuation from the software's POV. Please neavigate to Main Menu - Diagnostic -fill in the contact details and press Send. Our Support Team will take a look and reply to you with a possible solution. Thank you.
  • John Felstead
    0
    Many thanks Sergey, Should I do this from CBRA on the host system or from the software on the laptop thats trying to connect to the host?
    John
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