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Poor video performance when connecting to agents with certain graphics adapters - Connect IT Community | Kaseya
<main> <article class="userContent"> <p><strong>PROBLEM</strong></p> <p>When connecting to certain agents using Kaseya Remote Control (KRC), screen refresh performance is very poor (there may be a lag of several seconds).</p> <p> </p> <p><strong>CAUSE</strong></p> <p>A problem has been documented with slow video performance in KRC, affecting agents with certain types of display adapters and the following operating systems: -</p> <p><em>Desktops</em> - Windows XP and Windows Vista</p> <p><em>Servers</em> - Windows Server 2003, Windows Server 2008, and Windows Server 2008 R2</p> <p><br>Many, but not all, cases have involved <em>Matrox</em> or <em>VMware</em> display adapters.</p> <p> </p> <p><strong>SOLUTION</strong></p> <p><em><strong>VSA 7.0</strong></em></p> <p>There are two workarounds available: -</p> <p>- changing the graphics driver on affected agent machines to use "Standard VGA Graphics Adapter" instead of the vendor supplied driver (requires reboot)</p> <p>- using "legacy" Remote Control (K-VNC) instead of KRC for affected agents</p> <p> </p> <p><em><strong>VSA R8</strong></em></p> <p>The problem was addressed by this fix: -</p> <p><em>Kaseya Remote Control - RC-526 - This fix solves a performance problem with Remote Control on Windows systems using older graphics cards.</em></p> <p>The full release notes can be found here - <a rel="nofollow" href="/home/leaving?allowTrusted=1&target=http%3A%2F%2Fhelp.kaseya.com%2FWebHelp%2FEN%2FRN%2Findex.asp%23VSAReleaseNotes.htm">http://help.kaseya.com/WebHelp/EN/RN/index.asp#VSAReleaseNotes.htm</a></p> <p> </p> <p>However, a secondary issue has been documented where the <em>solution is not fully deployed to some agents that require it</em>. If the problem described in this article affects <em>agents with v8.0.0.2 or higher</em>, go to Device Manager > Display adapters on the agent machine and check for presence of "Mirage Driver": -</p> <p><img src="/attachments/token/hSV7575vMpeD0KItbqOcCVp79/?name=mirage.png" alt="mirage.png" class="embedImage-img importedEmbed-img"></img></p> <p> </p> <p><em><strong> (NB - this driver is only required on the operating systems mentioned at the top of this article)</strong></em></p> <p> </p> <p>If the driver is NOT present on an agent with operating system that requires it, proceed as follows to complete the deployment: -</p> <p> </p> <p><em>Manual Method</em></p> <ol><li> <p>from command shell on the agent machine, navigate to the /drivers/demoforge/ subdirectory of the Kaseya agent installation directory</p> </li> <li> <p>run the following command: -</p> </li> </ol><p>on 32-bit OS: -</p> <p><em>MirrInst32.exe -i "dfmirage" "Mirage Driver" "068\" "068\dfmirage.inf"</em></p> <p>on 64-bit OS: -</p> <p><em>MirrInst64.exe -i "dfmirage" "Mirage Driver" "105\" "105\dfmirage.inf"</em></p> <ol><li> <p>in VSA, go to Agent > Upgrade Version > Update Agent and schedule agent update with “Force update” option checked</p> </li> </ol><p> </p> <p><em>Using agent procedure</em></p> <ol><li> <p>download the attached file - <strong>Procedure KRC Mirror Driver Install (R8 Only).zip</strong> - and extract the XML file</p> </li> <li> <p>in VSA, go to <em>Agent Procedures > Manage Procedures > Schedule/Create</em> - select a folder</p> </li> <li> <p>click <em>Import Folder/Procedure</em> button, and select the extracted XML file</p> </li> <li> <p>schedule the imported procedure to run on the affected agents</p> </li> <li> <p>go to <em>Agent > Upgrade Version > Update Agent</em> and schedule update, with “Force update” option checked, on all the agents where the procedure has completed</p> </li> </ol><p> </p> <p><strong>APPLIES TO</strong><br>Kaseya VSA (v7.0 and higher)</p> </article> </main>