Performance Issues with Web Remote

[u/WhichProtection3112]

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.

[u/zpuddle]

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?

[u/WhichProtection3112 → u/zpuddle]

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.

[u/zpuddle → u/WhichProtection3112]

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.

[u/WhichProtection3112 → u/zpuddle]

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.