9 Answers
Hi Farid,
Thanks for posting the issue!
Did you try to remote view the device through a web-based (HTML5) method?
Technical Support | SOTI Inc. |1.905.624.9828 | support@soti.net | www.soti.net |
Hi,
Yes, same issue with HTML5. Moreover on HTML5 the calibration of the screen for Xcover4 is randomly not correct. When we click on button 1 for example which is on the middle of screen device, the device select button 3.
Generally we used to use Remote Control rather than HTML5.
What is the build number of your MobiControl v13.4 server?
What are the active MDM API's reported in the configuration tab of your device agent? Make sure there is an "RC+" item there.
Have you tried using more updated v13.x device agent?
For the problem that button 3 on the devce is selected when button is clicked, the usual problem is related to incorrect or problematic skin. The x- and/or y- resolution of the device screen may be mismatched (or interchanged) with those in the remote session and the wrong click event location is calculated. I suggest you open an official support ticket so that Soti suppor team and log in to your web console and try out a remote-session to debug the problem.
Hello Farid,
Can you try following scripts on one device and test it, if that works for you?
_resetfailedrcdetectionflag
restartagent
PS - it will restart your agent
Regards,
Technical Support | SOTI Inc. |1.905.624.9828 | support@soti.net | www.soti.net |
Hi,
Unfortunately, still same issue.
I shared a quick video of my issue below:
https://drive.google.com/file/d/1fGIFmhdXKbD9r1q2Eo0yU9k1rcciZMyH/view?usp=sharing
Thanks
Hi Raymond,
Here is the version of our server: 13.4.0.5003
How can I check this?
"What are the active MDM API's reported in the configuration tab of your device agent? Make sure there is an "RC+" item there."
Many Thanks
The active MDM API's can be found either in the configuration tab of your device agent or in the information tab associated with the device in your web-console.
I watched the video
https://drive.google.com/file/d/1fGIFmhdXKbD9r1q2Eo0yU9k1rcciZMyH/view?usp=sharing
Everything looks quite OK. If it is the speed that you are concerned, maybe you need to reduce the quality (resolution or colour depth) of the remote control session to speed things up.
If the display is OK and the problem is only related to incorrect clicking/pointer location, you have to nail down if the x- and y- have been interchanged, or if is the the scaling that cause the problem. The former may be correctable with script command, and the latter may be solved by using a different skin if you are lucky enough to find one with the right resolutions and key-mappings.
Hi Raymond,
How can I set lower color quality for all remote control sessions?
I tested to do it each time I connect to a device but it's boring and sometimes it's not working correctly.
Anyway, I changed the skin to right device model (Xcover4) but still same issue...
I don't understand why we have this delay on remote control plugin session...
Thanks for your reply.
Regarding long waiting time for some remote session, maybe you should first check the quality (bandwidth ans stability) of the conection. If the bandwidth is not high enough to substain very smooth session in the resolution selected, it might take some time for the session to get started initially, and an opened RC session will be automatically terminated if the refresh rate becomes too low for an extended period of time.
if you use non html5 remote-control session, I think the Windows plug-in will store the selected resoluton of the last remote-control such that there is no need to change the resolution every time the plug-in utility is started. For html5 based remote-control session, I am not sure if there is any cookie that store the selected resolution for use in subsequent sessions.