Delay on Remote Control

Delay on Remote Control

Hi,

I'm using SOTI MobiControl Cloud server and I have a big issue when I want to start a remote control on some devices.

My version of server is 13.4 and devices are getting 13.7.5 ELM agent.

When I start a remote control on Samsung Xcover3 the process net.soti.mobicontrol.elm.samsung and ...:foregroundservice I can immediately unlock screen of device through my mouse, 2-3 seconds after remote control started.

My problem is on Xcover4 devices, I can start remote control but the Soti Mobicontrol process is starting 30 seconds after I launched the remote control.

I can see device screen through remote control screen but I can do anything, I have to wait few seconds to unlock the screen.

Sometimes, a quick message appears (error while reading the streaming....) and remote session stops suddenly without launching the process.

Could anyone have an idea regarding this issue?

 

We have more than 3000 devices Xcover4 and Xcover4s and none of them is working like Xcover3.

 

Thanks for your help.

See images enclosed.

9 Answers

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DDMOD@SOTI | posted this 07 February 2020

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 |

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Farid.S | posted this 08 February 2020

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.

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Raymond Chan | posted this 10 February 2020

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. 

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JVMOD@SOTI | posted this 12 February 2020

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 |

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Farid.S | posted this 13 February 2020

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

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Farid.S | posted this 13 February 2020

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

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Raymond Chan | posted this 13 February 2020

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.

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Farid.S | posted this 01 March 2020

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.

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Raymond Chan | posted this 02 March 2020

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.

 

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