Remote Control session instability
Raised: December 16, 2022
Service Affected: Remote Control
We are currently monitoring reported remote control session instability.
Symptoms of this issue include:
- Random remote control session disconnects (drops) - Fixed
- Inability to reliably restart remote control sessions - Fixed
- Server/Device unavailable messages within the mambo Dashboard RC interface - Fixed
- Device performance issues - Fixed
These have been reported to affect devices with known, good connectivity and therefore rule out network instability as a cause.
Investigation into this issue is ongoing.
Updates
mambo version 1.12
Inability to reliably restart remote control sessions has been resolved under a companion app release as part of the 1.12 release cycle. Please ensure your estate is running the latest version of mambo Device Agent (1.4.8 or newer).
mambo version 1.13
Random remote control session disconnects (drops) are now reliably functioning in our testing. These situations may still occur with poor connectivity, however the internal errors relating to this with good connections should be resolved.
Server/Device unavailable messages in situations of good connectivity have been patched, and are undergoing testing & monitoring in our internal staging environments.
Device performance issues have been dramatically improved with changes to video resolution and frame rate on 2GB RAM (low_mem) devices, and a fix to replace a deprecated orientation monitoring service with a newer, more efficient method. This is version 1.4.11 of the EMM companion application, releasing ahead of mambo platform version 1.14. All customers will be updated to this version with no action necessary.
Further information
Respective patches may be viewed on our changelog.