Device already connected but not really

[Silvares]

Hi, I've been trying to connect to my remote PC from my Android phone. At first I was having signal lost issues, then I tried connecting via the connection id. It appeared to work but the screen was all black and then I got a signal lost. Now the device is stuck in Already connected state and I'm not able to connect to it. I currently don't have physical access to the remote PC. How do I resolve this?

Thanks

 

[mirillis]

Hi Silvares. We are investigating this problem (it has been reported by several users). Are you connecting to the newest server version (1.18.2)?

As an option of "last resort" we are adding "remote reboot" function so it will be possible to remotely reboot a "zombie" server (similar to the "try to wake up" that is already available in the Android app). After enabling "Start with Windows" the PC will be accessible again.

We will also add a watchdog in case a PC gets stuck in connected state (this can happen for example when hardware encoder hangs)

 

[Silvares]

I did a server update in May shortly before I left. I do have it setup to start with Windows. It should be on 1.17.5.

 

[mirillis]

This problem might have been fixed but in version 1.18.0 :/

 

[Silvares]

Ah, is there no way to force a disconnect of all devices?

 

[mirillis]

Changing password will not help as this logs out all devices and it would probably make this PC "offline".

Do you have auto Windows updates enabled? They restart the PC and this would help in this situation.

 

[mirillis]

Ok there is one last chance!

 

[mirillis]

Please login to your admin panel and in the "my devices" tab find this PC and check if there is a red "disconnect" button present. If yes, please press it.

Please let me know if you see this button.

 

[Silvares]

Hi, I did see the button. I tried pressing it and selecting Yes to end the connection. However, it seems to still stay connected as I refresh and the button still shows up and it still says already connected in the app.

 

[mirillis]

Did the red button dissapear after ending the connection from admin panel?

 

[Silvares]

No, it's still there even now as I checked.

 

[mirillis]

Can you send me the email associated with your Remotly account in a private message?

 

[Silvares]

Just did. Thanks for helping!

 

[mirillis]

Version 1.19.0 includes several enhancements in this area. Also the "force disconnect" red button in admin panel works better.

 

[Silvares]

That's great to hear! I always get excited about updates, downloading right now!

 

[mirillis]

These improvements will be also implemented in the Android application by the end of this week. The iOS mobile app is also under development (+ web client which allows connecting from admin panel).