RMS VNC Remote Access Issue

[telsfauto]

Hi,

Why does the RMS VNC link work on some devices and not on others?
It seems as if there is a filter on MAC addresses.
About two weeks ago it worked on any device.

I look forward to your urgent feedback.

Best regards

[Justinas]

Greetings,

Do I understand correctly that you resolved this by changing the scaling of the screen as mentioned here: RMS VNC Not working - #8 by telsfauto ?

Best Regards,
Justinas

[telsfauto]

Hi Justinas,

I confirm that I tested changing the scaling on some PCs as described in the post, temporarily solving the problem. On smartphones, it is necessary to set “Desktop Site.”

I also want to point out that a ticket has been opened regarding this, and I am waiting for investigation from the R&D team.

RMS VNC Timeout Guacamole error

Hello, Thank you for confirming that the issue still persists, I have forwarded this information to our R&D team for further investigation and I will inform you once I have an update on the matter. Additionally, I have sent you an email with additional information request. Your patience and cooperation is highly appreciated. All the best, V.

Thanks, and I’m available for any further clarifications.

Best regards

[Justinas]

Greetings,

Could you please clarify which display resolution you are using and which remote connection tool?

Since we have been unable to reproduce the behavior on our PCs, any additional information about your setup would be helpful. Please share any relevant details you can provide.

Best regards,
Justinas

[telsfauto]

Hi,

It all started around mid-July, as shown by some posts. Some of my clients began complaining about the black screen when opening the RMS VNC link. From that point on, I started investigating and discovered that the link didn’t work with Google Chrome, while it did with Microsoft Edge, but all of this happened intermittently.

Later in the community I noticed that there had been a post talking about VNC scaling, so I started doing some tests and I discovered that.

After I generate the link on RMS, if the PC scale is set, for example, to 125%, I get a black screen as shown in the image below:

By changing the scale to 100%, I can see the page and the system shows as “Connected” as shown in the figure below:

On a smartphone, instead, I have to set “Desktop Site” to be able to view the page.

The weird thing is that on some PCs these settings seem to work, while on other PCs they don’t, even though the operating system and updates are identical.

The remote connection tool I use is RMS Connect—>Remote Access—> VNC and I open the link in Microsoft Edge and scaling monitor setting at 100%.

If I use other third-party software via VPN, like RealVNC for example, I don’t have any issues with the display on either PC or smartphone.

In the past few days I also noticed that after a few hours, even changing the scale doesn’t solve the problem and I necessarily have to generate a new link to view the VNC from RMS.

I hope I have provided some useful information and in any case I remain available for any information regarding this.

Best regards.

[Justinas]

Greetings,

Thank you for the information.

@telsfauto

The remote connection tool I use is RMS Connect—>Remote Access—> VNC and I open the link in Microsoft Edge and scaling monitor setting at 100%.

I meant, what VNC tool is used on the computer/machine that you are connecting to? (VNC server)

What display resolution is your monitor? Is it 1920x1080 or different?

Best Regards,
Justinas

[telsfauto]

Hi,

here are the answers.

I meant, what VNC tool is used on the computer/machine that you are connecting to? (VNC server) - Proprietary HMI VNC tool, I can’t give more precise directions on this

What display resolution is your monitor? Is it 1920x1080 or different? 1920x1080

Best regards

[acle]

Hello,

I believe I have identified a reproducible pattern related to this issue, as well as a temporary workaround.

The behavior seems to be linked to the combination of Windows display scaling and browser zoom level.

To avoid duplicating the same investigation across several threads, I have posted the full details, test results and workaround here:

RMS VNC Not working

Hello everyone, I am experiencing what appears to be the same issue with several customers using Teltonika RMS Remote Access VNC, from Windows PCs to different types of remote equipment, mainly industrial controllers/PLCs. After investigating the issue, I noticed that the behavior seems to depend on the combination of two local display settings: Windows display scaling: Settings → System → Display → Scale Browser zoom level, in my case Google Chrome The important point is that neither…

If you are experiencing the same black/white screen issue with RMS Remote Access VNC, please have a look at this post and, if possible, confirm whether you can reproduce the same behavior.

It would probably be useful to centralize further findings on that thread so Teltonika can investigate the issue more easily.

Thank you.

[Justinas]

Greetings,

Apologies for the delayed response.

I wanted to let you know that the RMS Connect VNC issue is still being investigated by our R&D department. Unfortunately, we do not have an ETA for a fix at this time.

As soon as I receive an update regarding the expected timeline, I will let you know.

Best Regards,
Justinas