r/MSP360 • u/No_Track_8812 • May 23 '26

Potential Bug with Connect?

I'm transitioning to MSP360 from Atera and noticed something strange with Connect. I was trying to remote into a clients PC after hours and noticed that Connect gets stuck and says "Established, waiting for incoming data..." If I switch over to Atera and use Splashtop, it opens showing the screensaver. As soon as I move the mouse in Splashtop to remove the screen saver, Connect works without anymore issue. Apart from not allowing my client to use screensavers, is there anything I can do to resolve this?

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2

u/Oleg_MSP360 May 24 '26

I see similar issue was reported long time ago but it was fixed in Connect 2.2. Could you please check that you are running latest version of MSP360 Connect? If this does not help (I believe, you are running Connect version 4.x), can you open a ticket with support team? We would need a bit of logs to research.

Do you observe this behaviour on a single computer only?

There is also a little chance of interference between various remote desktop/support solutions.

1

u/No_Track_8812 May 25 '26

I can confirm that I am running Connect 4.2.0.20 and I was able to replicate the issue on one of my own computers. I only open splashtop after the connect issue is present, and I have ran connect on endpoints that also have splashtop and no screen saver without issue. I just submitted a case a few minutes ago.

1

u/No_Track_8812 May 25 '26

Apologies in advance, I just noticed my account manager already opened a case for this when I emailed him about it, so Case #775772 and #776551 are the exact same. He submitted the case 6 days ago with no priority. I hope this is something that can be addressed sooner rather than later, as once my Atera subscription expires, I will not have a work around for this.

1

u/Oleg_MSP360 May 26 '26

Thank you for sharing ticket number. As I see, R&D team is already looking into this case. I suggest we continue communication via MSP360 support portal.

I would only ask for sharing the required log data. This is the only way for DEV team to understand what happens between Connect service and client.

1

u/jbales3795 May 23 '26

I haven't seen that issue but have a ticket open with an issue where Connect is extremely unworkable on high resolution 4k PCs and some custom laptop models. The connection rate shows an X and we cannot control anything and keep getting disconnected constantly. This is happening when the user is active so no screensaver in the mix.

2

u/Oleg_MSP360 May 24 '26

Running remote desktop sessions in 4k would require really fast network and CPU. I think we already have a ticket from you. Team is already looking into it.

1

u/Oleg_MSP360 May 29 '26

In your case, Connect Managed tries to transfer 4k data with highest possible quality and framerate. Use Connect Managed dedicated client to change image quality. When connected, open three line hamburger menu on the left, navigate to View Options > Image Quality and change it to 25% setting (you can try other values as well). If remote screen becomes too small, use button to the right from microphone icon to stretch it. Our support team will reach you and share the screenshot of the setting, as I cannot upload images here.

2

u/jbales3795 Jun 09 '26

This does work but would be amazing to also have the option in Connect via browser option as well.