After remote session freezes and killed, user kept logged without any connection

[PRosa]

Hello

We’ve been looking for a remote desktop solution in order to remote control a bunch of computers that manage scientific instruments. We’ve been using [removed], but for a variety of reasons we’re having to look for other solutions. I’ve installed the latest version of NoMachine on some of our computers very recently, so we’ve just started testing whether it’s reliable enough to satisfy our needs. Unfortunately, I’ve seen on one computer something puzzling, and I haven’t been able to formulate it in such a way to find some answer here.

So the computer is working with Win10 64bits, a laptop with a physical configuration that is a tad limited, with the latest NoMachine version 7.3.2. When connecting (from another Win10 computer, same version), sometimes the connection freezes, and there’s no option left than to kill the window. When trying to connect again, the authentification is asked for and appears to be successful, but then no connection is established. When looking at the host computer, the corresponding user account is shown as being logged, even though no connection is established. Removing that connection to the NX server (which of course needs a physical intervention on-site) allows to connect back remotely.

NoMachine looks quite nice, but having that kind of problem would kill right away its suitability for our needs. We could be putting some quite expensive instruments if that kind of connection troubles should occur, so I’d be very grateful for any help to solve and prevent that kind of issue.

[PRosa]

Actually, when I got back to the lab this morning, I found as I saw before that I was still logged on on the NX server (though it was impossible to access remotely), and I couldn’t even disconnect from the server, I had to restart it.

[Carin]

Hi PRosa,

Can you send us logs from both the client and server-side, please? You can see the following article for guidance: Collect server and client logs manually.

Please send them as an attachment to forum[at]nomachine[dot]com making sure you use the title of the topic in the subject of your email. Thanks!

[PRosa]

OK thanks. I’ve enabled the logging, but apparently the existing log files will likely not contain the error, so I need to wait for the trouble to succeed again, right?

[Carin]

Hi PRosa,

We received the logs. Thank you! We will investigate and provide some feedback soon.

[fra81]

Hi PRosa,

please try to uncheck the following two options (one at a time) in the Server settings -> Performance tab of the computer where you are connecting to:

Use hardware encoding

Use acceleration for display processing

Does any of them help?

[PRosa]

Thank you very much for the suggestion, I’ll try that next week once I get back to the lab, and post the result.

[Author]

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