If the "Advanced Video Compression on Sender" option is checked, ZCentral will disconnect

[Muto1]

Hi,

ZCentral receiver is connected to the remote PC with Advanced Video Compression enabled.
When I set up a dual-display configuration, the connection gets disconnected after a while.
Disconnects occur even when connecting to two physical monitors or when two DisplayPort dummy plugs are inserted.
After disconnecting, the following message will appear.
" Connection to Sender was lost. "

If Advanced Video Compression is disabled, the connection will not be interrupted.
Additionally, even if Advanced Video Compression is enabled, it will not be disconnected if the display is set to a single screen.

I have confirmed the problem in the following environment.

ZCentral Receiver and Sender Version : 22.1.2.9453
Remote PC's CPU                                              : Intel Core Ultra 9 285K
Remote PC's GPU                                              : NVIDIA RTX 5090
Remote PC's baseboard manufacturer : Dell Inc.
Remote PC's baseboard product              : 02RY37
Remote PC's OS                                                 : Rocky Linux 9.6、Windows 11 23H2

The BIOS and graphics drivers are up to date.
I also tried the older version of the graphics driver, but the same problem occurs.
The problem occurs only on models in the above-mentioned environments.
It has not been occurred on other models.

I want to use ZCentral with Advanced Video Compression enabled.
How can I prevent disconnections?

I appreciate your help.

[KellyRGS]

Hello

I would like to collect some logs from a session if possible.  I don't collect logs here on the forum as they contain too much information that should not be public facing.   Can you email me at zcentral@hp.com and attach the logs to that email.  The log I am looking for is the rg.log file.  On a Windows sender the log is located at Program Files/HP/Remote Graphics Sender.  On a Linux sender it is located at /var/opt/hpremote/rgsender.   On the receivers, you can easily see the path by going into the Receiver GUI settings and look under logging.  

I am curious, when you have AVC enabled, do you also have HP Velocity enabled?  Is the disconnect rather quick after you connect?  If so, it may not be AVC causing the issue, and something that you can easily check is uncheck HP Velocity and try AVC.  If the disconnect does not happen anymore, it is HP Velocity causing the issue.  We have it enabled by default, but it does require an activation like AVC to use it.  When you start a connection with HP Velocity enabled, it starts the connection with TCP and then after the initial handshake, the network traffic is then UDP.  Some networks do allow UDP traffic, or it is not enabled.  Port 42966 would need inbound and outbound UDP traffic enabled as that is the port that the sender and receiver communicate on.  

I will be looking for an email from you at zcentral@hp.com with the rg.log files.  Please reference this post.  

Please let me know if disabling HP Velocity resolves your disconnect issue or not.  

Kelly

I am an HP employee.