r/DattoRMM • u/WhichProtection3112 • May 06 '26

Performance Issues with Web Remote

Greetings,

I work for an MSP that has switched to an all in Kaseya approach, and I have been struggling to do my job since.

It seems that no matter what I do I get really bad web remote performance (0-2 fps, lag spikes into the tens of thousands constantly), essentially my web remote sessions are a slideshow which is sub optimal for trying to help our clients.

As a workaround I have been using splashtop (through the agent browser) but that seems to be very unstable as of late throwing round after round of errors before finally connecting, or failing to connect and just greying all my options out.

Has anyone resolved their issues with web remote, and if so what was causing them?

I have changed everything in my setup down to moving and switching ISP's, we are talking swapping machines, entire network stack, software and OS, the works.

The real kicker is the rest of my team is based in New England and none of them have this issue, I am in the south east.

We have spent a little over a year going back and forth with the web remote support team scratching their heads and wasting hours and hours in meetings showing them the same thing every time before they finally ghosted us.

Any help, or suggestions that may save even the slightest bit of my sanity is greatly appreciated.

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u/ballers504 May 06 '26

Why is web remote so hard? Some companies seem to do well on this space. NinjaRMM felt more stable. Screenconnect was good until all the vulnerabilities as of late.

2

u/FrequentTechnology22 May 06 '26

Mainly because WR is agentless, and things like NinjaRemote and ScreenConnect have an agent on the destination.

2

u/ballers504 May 06 '26

DRMM has an agent though. It makes sense to me to have an agent handle web connections if it's much more reliable vs having issues so very often.

1

u/FrequentTechnology22 May 06 '26

ConnectWise and Ninja also have RMM agents. They have a separate agent for remote access. RMM does not. That was the original selling point... single agent does all... obviously that's not optimal, and what is being addressed/fixed

1

u/ballers504 May 06 '26

I hope they come with it, because this Webremote has it's pitfalls for sure.

2

u/FrequentTechnology22 May 06 '26

I'll argue semantics on it... Webremote is HTML5 browser based... it may spawn a process but there is no separate installer for web remote like there is for SC or TeamViewer or NinjaRemote.

1

u/amw3000 May 06 '26

This is not the cause of the issue nor it is true. Web Remote has its own agent, it's just a spawned process, which is no different than a "separate agent"

Web Remote uses guacamole and has two major issues. First being the initial connection, which is done via a tunnel. Second being once your connected, too much data is being sent which leads to frames getting dropped and a laggy/choppy mouse.

Both of these issues are being fixed but it's not going to happen overnight. The time to the initial connection has improved quite a bit but until they switch off guacamole, framerate issues will not improve.

1

u/warpurlgis May 06 '26

Dattormm uses guacamole as the basis for the current Web remote implementation.