Atera RMM Issues

andyo
andyo Member Posts: 8 ✭
edited October 23 in Remote Monitoring and Management

I am having continuous problems with Atera RMM. It won't connect to my devices via Splashtop or AnyDesk. It wont' allow me to issue remote commands either by script or menu selection. These issues are getting continuously worse and worse. It began intermittently Now it's every other device I touch. Today Tudor-Lucian Ionel told me I need to reboot my devices at least every two weeks. that's not practical for devices like servers that are in continuous use. He told me to open Task Manager remotely and kill AnyDesk or Splashtop. It won't do that either. What is happening to Atera? It once worked flawlessly, Nothing but problems now.

Comments

  • derek
    derek Member Posts: 37 ✭✭✭

    I am using Splashtop and Anydesk and not having any of the issues you describe.

    It sounds like something on your remote machines ?

    You could start at looking at antivirus and local firewall settings.

  • mbudke
    mbudke Member Posts: 133 ✭✭✭

    I can confirm what @derek said.
    Randomly the TicketingTray at my customer disappears but inside of the Atera UI all works (most of the time) as expected.

    What I noticed:
    I am using Firefox and sometimes some functions in Atera do not work as I expect it like opening taskmanager or any other modal window does not show content. For me it always helped to clear cache by using [CTRL]+[F5]. In many cases I am logged out afterwards and as soon as I authenticate again all is back to normal.
    This happens very seldom to me but maybe worth to check on your side if the same workaround could help to.

  • COOLNETAU
    COOLNETAU Member Posts: 58 ✭✭

    I also, am having issues connecting to certain machines. - the only way I have been able to resolve is to restart the client, which is usually starving a little resource wise

  • mbudke
    mbudke Member Posts: 133 ✭✭✭

    Yesterday I said that I do not see the issue and now I have the first device in this situation.
    The device itself is online but Atera recognizes it as offline. Splashtop and any other tools like scripting etc. does not work.

    This is not critical for me (yet) but just wanted to let you know that this seems to impact me now as well.

  • mjones
    mjones Member Posts: 185 ✭✭✭✭

    I am fairly regularly finding that a few of the features don't work until the machine is rebooted.
    Specifically CMD\PowerShell (Always together), Event Viewer, File Transfer…

    Most of the time Splashtop is fine, but have seen that go derpy also on occasion.

  • RunningHome
    RunningHome Member Posts: 13 ✭

    Feel your paine, multiple ticket these days. Great support but soso reliability.

    Worst for maybe 2 months now

  • gilgi
    gilgi Administrator, Moderator, Internal Posts: 294 admin

    Hey guys,

    Thanks for flagging. I've alerted out RMM product manager and support team. If you can please open tickets with the relevant documented cases that would help a lot to fix and improve this to the standard you were used to!
    support@atera.com or even better - through the app directly.

  • mjones
    mjones Member Posts: 185 ✭✭✭✭
    https://community.atera.com/discussion/comment/3132#Comment_3132

    I'll create one the next time I see it happen.

  • gilgi
    gilgi Administrator, Moderator, Internal Posts: 294 admin

    Heya, could you share the ticket # with me please to follow up? @andyo

  • andyo
    andyo Member Posts: 8 ✭

    Gilgi. Reliability of Splashtop has improved considerably since I posted this concern. So I'm good for now.

  • gilgi
    gilgi Administrator, Moderator, Internal Posts: 294 admin

    Thanks good to hear, but honestly it seems others are still suffering from inconsistency, so we're still investigating.

  • andyo
    andyo Member Posts: 8 ✭

    It happened again yesterday. The device was clearly online. Just wouldn't connect in any way. I checked the Atera agent. It was running as a service.. Splashtop streamer installed as well as AnyDesk.

Topics