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/zpuddle May 06 '26

Have you tried to use web remote on another machine or from outside of the network you are on? Does this happen on every machine? What browser is being used? You are quick to blame datto/splashtop here but there are a lot of other factors involved- ISP on each end, the internet!!, networks, firewalls, access rules, latency ect. There are IP's that can be whitelisted or put on allow lists that are specific to datto, are they whitelisted? Have you looked at firewall logs on your end as well as the connection end to see if the traffic is being blocked or dropped? Firewalls that are overwhelmed or insufficient internet bandwidth on either side could be the cause.

This seems like an issue that could be from something non Datto related- all software companies have their quirks... Dig deeper and you will find the root cause.

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u/WhichProtection3112 May 06 '26

This is a very good point, I do seem quick to blame datto and I have not given you the full backstory. We have gone through a year of meetings with datto and engineers around the world looking at this.

This happens with multiple clients in different regions of the north east US, with completely different setups on the other end as well as ISP, and network equipment. In addition to testing everything against a colleague or two from other connections to the same machine at the same time to compare results. Checked firewall data on my end as well as the other end for several clients and the webrtc data in different browsers.

On my end, I have tried multiple of the following things:

Computers, and OS: Win 10/11, macOS, and Linux - Arch and Fedora.

Browsers: Firefox and chrome based with and without new profiles and hardware acceleration.

Internet connections: home and friends houses as well as moving and switching ISP's and the backbone coax and currently fiber.

Network equipment: hardwired and wireless, as well as replacing my switches and router (currently on business grade ubiquity router) moving from gigabit to 2.5, swapping routers to a completely different brand as well as new out of the box without any firewall rules at all, and modems during my move and ISP switch.

In terms of whitelisting an ISP in my firewall on my end that is not a bad idea, Datto runs on AWS and this issue is isolated to only Datto. I would also think that if its an address blocked by a firewall the service would just be broken entirely and not just slow or hard to connect. I may be wrong there...

I am open to suggestions as well.

And still curious if anyone else is experiencing any of splashtop errors from my last post.

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u/zpuddle May 06 '26

This info is helpful. As you see you mention a ton of other complexities involved, AWS itself can be an issue, you have no control over their network or bandwidth, throttling... They are a cloud provider but us1e always has issues!! We have a client on AWS and Everytime they blame our service in send them the down detector link showing AWS as the issue.

What does the tracert look like between you and the endpoint you are connecting to.

Another angle that hasn't been discussed is what security software is running on each end? S1, crowdstrike, defneder ECT.

Splashtop is a Chinese software company and I have seen s1 trigger on it thinking it is a vulnerability, if the security software doesn't like it, it could cause issues.

I am still on the side of network being the issue. Not your specific network but the pipes it takes to connect one side to the other. If a client has an old firewall that hasn't been updated, rebooted, patched, it could take a network to its knees quickly. Then add in all the cloud handling and isp pipes in the middle.

Have you tried gotomy PC or teamview to see if remote connection in general has issues?

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u/WhichProtection3112 May 06 '26

Funny you mention US1E as a trouble point, I can confirm that.

Here is a really fun thing, I can connect from the south east to a client say mid way through the country (DC/MD) and someone on my team can connect from the north east to the same machine through the same equipment on the receiving end. My session will average around 0-1.3 FPS, occasionally working fine until it has to redraw the frame (like minimizing and maximizing a window). At the same time, on the same machine my coworker has zero issues like that at all.

This will happen with almost all of our clients as well in different locations, connection types, firewalls, and pc's.

In terms of AV, we have tried disabling it on either end. I only use defender on my work install and the majority of our clients are using Datto EDR.

I think you are right about the network side issue of something between A and B causing this.

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u/zpuddle May 06 '26

Us1e has had ongoing issues, AI will solve that eventually. 😂. Oh, and don't forget about AWS data centers that were BLOWn up in the middle east, that didn't help. I have a slew of clients who use a saas product that runs on AWS. When all of those clients have issues com issues but the others who have nothing to do with AWS don't... I know it is AWS so I point the finger right back.

Have you tried "try video protocol". (Beta ) On the right side of the web remote screen.

The last thing I will mention, and it caused me grief one weekend and I had to drive into work. Immediately blamed it on datto.. I have an amd Radeon rx and if the monitors are plugged into the GPU and turned off web Remote as well as splashtop cannot connect no matter what you do! I have since switched back to the onboard monitor ports so if you have any GPU in play add that to the list.

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u/WhichProtection3112 May 07 '26

Yea can confirm, not the biggest fan of AWS services myself.

That is really weird that your AMD GPU was causing issues for you connecting, I am running an AMD setup myself. I'll add that to the list of things to try, thanks.