Take Control Performance Problem And Known Issues

Last Modified

Tue Jun 18 12:31 GMT 2019

Description

  • Take Control Performance Problem And Known Issues - Unusual visual issues, or application slowness on certain devices

Environment

  • N-able N-central

Solution

Issues with the XML parser

Since this is used to pass messages within MSPA, if it's damaged, this can cause numerous issues. This should be evident when reviewing the Take Control logs, specifically the BASupSrvcCnfg_XXXXX.log. There should be XML/Access/Parser errors present. The correct version of the parser required can be located at :
http://www.microsoft.com/en-us/downl....aspx?id=15697

GPU compatibility issues

Thus far, there are a few GPU's that are known to cause performance issues in session. For devices with the following GPU's, you'll want to check the "Disable Video Hardware Acceleration while on session" option on the DirectConnect tab of the device :
  • Matrox G200 (various models)
  • ATI ES1000
  • ATI RageXL

To Note : there are NUMEROUS HP servers that use Matrox as their integrated GPU. When in doubt, I'd suggest enabling that option where applicable. Regardless of GPU, you'll also want to ensure that video drivers are up to date whenever possible, but especially in the case of performance issues, or odd graphical glitches. The generic windows drivers are exactly that, generic.

Issues with switching monitors/Monitors button greyed out

This can be caused by the presence of the LogMeIn Mirror Driver. If possible, this should be removed to test and then reinstalled. The reinstall should clear the issue and allow the button to become active again.

Overall performance issues

The following options can dramatically reduce performance issues:

  • Limit Image Capture
  • Disable Hardware Acceleration

From the N-able N-central Server:

Disabling Hardware Acceleration

?1. Log into your N-able N-central Server and select\access the device via (Views > All Devices)
2. Select the Remote Control Settings tab
3. Select Take Control tab
4. Scroll down to the PERFORMANCE SETTINGS section
5. Under the Video Hardware Acceleration while on session: drop-down, change the value to Disabled
6. Save Changes
7. Re test

Limiting Image Capture:
1. Log into your N-able N-central Server and select\access the device via (Views > All Devices)
2. Select the Remote Control Settings tab
3. Select Take Control tab
4. Scroll down to the PERFORMANCE SETTINGS section
5. Place a checkmark in the Limit Image Capture: checkbox
6. Save Changes
7. Re test

Turning on P2P Connections:
1. Log into your N-able N-central Server and select\access the device via (Views > All Devices)
2. Select the Remote Control Settings tab
3. Select Take Control tab
4. Scroll down to the PERFORMANCE SETTINGS section
5. Place a checkmark in the Attempt peer to peer connection first: checkbox
6. Save Changes
7. Re test