Web Remote troubleshooting and tips

This topic shares solutions to common Web Remote errors and tips for maximizing Web Remote performance. To request additions to this topic, please click the Provide feedback for the Documentation team link at the bottom of the page to submit ideas.

Common Web Remote errors and solutions

"Loading WebRemote 0.0.0.0"

This error is related to the fact that Web Remote is still hosted within the legacy UI. Datto RMM supports loading the non-latest versions of Web Remote when the Datto RMM Agent is not yet up to date (for example, during update windows). To determine which version of Web Remote to serve, Datto RMM first checks the AEMAgent version. The reported AEMAgent version may be 0.0.0.0, and this usually indicates an AEMAgent installation or update issue. To investigate, check the Datto RMM Agent Service (CagService) log files. Refer to Agent log files.

"WebRemote is updating, try again later"

This error may mean that Web Remote is, indeed, currently being updated. However, in some cases, it indicates an issue with installing or updating Web Remote. To investigate, check the Datto RMM Agent Process (AEMAgent.exe) log files. Refer to Agent log files.

"Cannot run Agent on guest GPU"

IMPORTANT  If the device only contains a single GPU, then skip to step 4 since the support component is only designed to mitigate hybrid GPU device issues. For all hybrid (2+) GPU devices, start with Step 1.

  1. Import our component Web Remote Guest GPU Configuration Tool [latest version = build 24] to set the GPU Preference Registry Key. You can download the component here.
  2. Run this workaround component against the device giving the error. It is recommended to use the Force Power-Saving Mode selection first. If that fails to allow connection, then run the component again with the Force High Performance Mode option selected.
  3. Once complete, download the StdOut from the latest job (that had RegKey set to allow a Web Remote connection) & attach it to the support incident.
  4. Import our diagnostic component DattoSupport - DxDiag Query [WIN] to collect DirectX information. You can download the component here.
  5. Run this diagnostic component against the affected device.
  6. Once complete, download the StdOut from the job & attach to the support incident.
  7. Download the WebRemote.log file from the affected device after all connection attempts from steps above & attach to the support incident.
  8. Lastly, please collect the following information which may assist our R&D team's investigation further (if possible): 
    • Is the affected Hybrid GPU device either laptop or desktop?
    • If a laptop device, are there external monitors connected? Or is the lid closed?
    • If any Nvidia/AMD Control Panel or Settings configuration are set to force/prefer High-Performance (Discrete) GPU over the Power-Saving (Integrated) graphics adapter?

How to achieve the best performance

Web Remote performance depends on many different circumstances, including the following:

  • Network latency
  • Whether or not peer-to-peer connection can be established
  • Remote device graphic card adapter

However, the following actions may help to maximize performance:

  • For sessions on Windows devices, in the Preferences menu, turn on the Blank Desktop toggle so that Web Remote will not have to refresh the user's desktop wallpaper. Refer to Preferences in Web Remote.
  • For devices that support Desktop Duplication (Windows devices only), in the Preferences menu, select Low in the Image Quality menu to improve the frame rate. Refer to Preferences in Web Remote.
  • Allowing browser access to microphone can make your peer-to-peer (P2P) connection faster in Web Remote sessions by leveraging WebRTC handling behavior. The Enable Hardware Acceleration setting in Web Remote is only available to users using Google Chrome and Microsoft Edge. Additionally, the host device that initiates the Web Remote connection must have a physical microphone for this setting to be visible. Refer to Browser access to microphone.

NOTE  This potential solution is considered experimental. The aggregated data that Datto RMM collected during testing did not prove that this solution improves the connection. Therefore, this feature is not enabled for all users.

NOTE  The Datto RMM team is working continually to improve Web Remote performance. In the future, improvements may render the aforementioned issues obsolete.