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KRC: unable to connect to agent from more than one viewer at a time

SYMPTOMS

It is not possible to remote control some agents from more than one computer at the same time.

The first connection is successful. On subsequent connections from other computers, the viewer displays “connected” but the desktop is not displayed.

 

CAUSE

A problem has been documented, affecting agents with the following operating systems: -

Desktops - Windows XP and Windows Vista

Servers - Windows Server 2003, Windows Server 2008, and Windows Server 2008 R2

 

This is related to a display driver which is deployed to agents with the above operating systems in VSA R8 and above to address video performance issues on older operating systems.

 

SOLUTION

 

The following workaround can be used to bypass the problematic driver: -

  1. download the attached file - KaseyaRemoteControlHost.zip - and extract KaseyaRemoteControlHost.config

  2. copy to the Kaseya agent installation directory on the agent machine in question - usually C:\Program Files (x86)\Kaseya\[serverID]

With the config file in place, KRC sessions to the agent will bypass the driver. This will allow concurrent remote control sessions from multiple viewers, but please note that video performance may be degraded as a result of bypassing the driver (as noted in the KB article linked above).

An alternative workaround is to use “legacy” remote control (K-VNC) when multiple sessions are needed at the same time.

 

This article will be updated when a permanent solution is available.

 

APPLIES TO

Kaseya VSA (R8, R9)

 

Ref: RC-696

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