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hoolito
Level 2
15 11 2 1
Message 1 of 8
817
Flag Post

Solved!

Trial user. Very frequent disconnects

HP Recommended
MBP mid-2012
macOS 10.15 Catalina

Hi, 

 

I have very frequent disconnects (I can reconnect immediately then). I read the user guide and I think I configured correctly.

I had suspected the reliability of the wifi connection but after connecting through ethernet traditionally (through the LAN's router), the occurence frequency is the same.

 

Can someone from HP take a look at these excerpt from the logs? I managed to isolate the events pertaining to the disconnect on both sender and receiver logs.

https://www.dropbox.com/sh/tr2i4lk8v66t90m/AACvIqg2IORu0iidHuqbtITda?dl=1

 

It would be much appreciated.

 

1 ACCEPTED SOLUTION

Accepted Solutions
hoolito
Author
Level 2
15 11 2 1
Message 4 of 8
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HP Recommended

So, it's disappointing to trying to be supported by HP and ending writing all the posts ourselves.

After a lot of time lost I discovered these disconnects are caused by the macOS feature App Nap. When the activity diminishes, macOS removes resources/power/etc to Zcentral Receiver app to the point that the SyncPulse fails and the connection stops.

 

To prevent this, open Terminal and write: "defaults write [drop the HP Zcentral Remote Boost app from your Applications folder here] NSAppSleepDisabled -bool YES" > Then restart the receiver.

 

View solution in original post

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hoolito
Author
Level 2
15 11 2 1
Message 2 of 8
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It might be related to this post: MacOS: ZCentral Receiver disconnects when switching from fullscreen app

@Tiltx (can you mention a user?)

 

My log is exactly the same as his, and it ends with:

01-21-21 15:26:26 19111(175238592) DEBUG - CommandFactory::ctor
01-21-21 15:26:26 19111(175238592) DEBUG - CommandFactory::createDisconnectCommand - reason=5
01-21-21 15:26:26 19111(175238592) DEBUG - DisconnectCommand::ctor
01-21-21 15:26:26 19111(175238592) DEBUG - DisconnectCommand::dispatchSessionDisconnect - isConnected
01-21-21 15:26:26 19111(175238592) DEBUG - Receiver::ReceiverSession::disconnect -
01-21-21 15:26:26 19111(175238592) DEBUG - Receiver::ReceiverSession::stopImageUpdates -
01-21-21 15:26:26 19111(175238592) DEBUG - Receiver::ReceiverSession::destroyThreads -
01-21-21 15:26:48 19111(175238592) DEBUG - Receiver::ReceiverSession::notifyOthersOfDisconnected -
01-21-21 15:26:48 19111(175238592) DEBUG - InputRouterOperator::handleDisconnected
01-21-21 15:26:48 19111(175238592) DEBUG - Utilities::LiveUdpStatisticsProvider::logBasicStats - Network Loss (without LiveUDP): 0
01-21-21 15:26:48 19111(175238592) DEBUG - Utilities::LiveUdpStatisticsProvider::logBasicStats - Network Loss (with LiveUDP): 0
01-21-21 15:26:48 19111(175238592) DEBUG - Utilities::LiveUdpStatisticsProvider::logBasicStats - Round Trip Time: 0
01-21-21 15:26:48 19111(175238592) DEBUG - Utilities::LiveUdpStatisticsProvider::logBasicStats - Packets Sent: 4387
01-21-21 15:26:48 19111(175238592) DEBUG - Utilities::LiveUdpStatisticsProvider::logBasicStats - Bytes Sent: 0
01-21-21 15:26:48 19111(175238592) DEBUG - Utilities::LiveUdpStatisticsProvider::logBasicStats - Packets Received: 19191
01-21-21 15:26:48 19111(175238592) DEBUG - Utilities::LiveUdpStatisticsProvider::logBasicStats - Bytes Received: 0
01-21-21 15:26:48 19111(175238592) DEBUG - Utilities::LiveUdpStatisticsProvider::logBasicStats - Throughput (Packets/Second): 0
01-21-21 15:26:48 19111(175238592) DEBUG - Utilities::LiveUdpStatisticsProvider::logBasicStats - Throughput (Bytes/Second): 0
01-21-21 15:26:48 19111(175238592) DEBUG - Utilities::LiveUdpStatisticsProvider::logAdvancedStats - Egress Rx Packets (packets received by Live UDP to send to the network: 2633
01-21-21 15:26:48 19111(175238592) DEBUG - Utilities::LiveUdpStatisticsProvider::logAdvancedStats - Egress Rx Bytes (bytes received by Live UDP to send to the network: 0
01-21-21 15:26:48 19111(175238592) DEBUG - Utilities::LiveUdpStatisticsProvider::logAdvancedStats - Ingress Tx Packets (packets sent by Live UDP to the application: 19191
01-21-21 15:26:48 19111(175238592) DEBUG - Utilities::LiveUdpStatisticsProvider::logAdvancedStats - Ingress Tx Bytes (bytes sent by Live UDP to the application: 0
01-21-21 15:26:48 19111(175238592) DEBUG - Utilities::LiveUdpStatisticsProvider::logAdvancedStats - Round Trip Time Jitter: 0
01-21-21 15:26:48 19111(175238592) DEBUG - Utilities::LiveUdpStatisticsProvider::logAdvancedStats - Burst Loss (sequential packets lost): 0
01-21-21 15:26:48 19111(175238592) DEBUG - Utilities::LiveUdpStatisticsProvider::logAdvancedStats - Redundant Packets: 0
01-21-21 15:26:48 19111(175238592) DEBUG - Utilities::LiveUdpStatisticsProvider::logAdvancedStats - Recovered Packets: 0
01-21-21 15:26:48 19111(175238592) DEBUG - Utilities::LiveUdpStatisticsProvider::logAdvancedStats - Retransmitted Packets: 0
01-21-21 15:26:48 19111(175238592) DEBUG - SessionIce<T>::disconnect: KeybdMouseReceiverSessionIce
01-21-21 15:26:48 19111(175238592) DEBUG - SessionIce<T>::disconnect: Unknown
01-21-21 15:26:48 19111(175238592) DEBUG - SessionIce<T>::disconnect: PhysicalAudioDeviceSessionIce
01-21-21 15:26:48 19111(175238592) DEBUG - SessionIce<T>::disconnect: ClipboardDeviceSessionIce
01-21-21 15:26:48 19111(175238592) DEBUG - SessionIce<T>::disconnect: ReceiverSessionIce
01-21-21 15:26:48 19111(175238592) DEBUG - Receiver::ReceiverSession::disconnect - calling ReceiverImpl->prepareForDisconnect
01-21-21 15:26:48 19111(175238592) INFO - IceAdapter::removeService - Registered service: ReceiverIntf removed
01-21-21 15:26:48 19111(175238592) INFO - IceAdapter::removeService - Registered service: ReceiverIntf removed
01-21-21 15:26:48 19111(23252992) DEBUG - Security::CertificateStore::validateCert - Checking certificate[192.168.0.126]
01-21-21 15:26:48 19111(175238592) DEBUG - SenderProxy::close - Closing sender proxy connection
01-21-21 15:26:48 19111(175238592) DEBUG - DisconnectCommand::dtor
01-21-21 15:26:48 19111(41410560) DEBUG - DecoderState::updateImageWorkerThread: thread interrupted
01-21-21 15:26:49 19111(175238592) DEBUG - CommandFactory::ctor
01-21-21 15:26:49 19111(175238592) DEBUG - CommandFactory::createDisconnectCommand - reason=3
01-21-21 15:26:49 19111(175238592) DEBUG - DisconnectCommand::ctor
01-21-21 15:26:49 19111(175238592) DEBUG - DisconnectCommand::dispatchSessionDisconnect - is disconnected. nothing to be done.
01-21-21 15:26:49 19111(175238592) DEBUG - DisconnectCommand::dtor

Up until the moment it's disconnected

 

His OS was Mojave, I'm in Catalina

He was with 20.0, I'm with Receiver and Sender  20.1.1.8114

I'm also using fullscreen mode

 

I wouldn't phrase that it disconnects "when switching from full screen app", here it can disconnect after a long (random) period of time after I have switched from spaces and I'm working with another macOS app.

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hoolito
Author
Level 2
15 11 2 1
Message 3 of 8
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Hi, 

 

Maybe I should I have asked first. Are trial users entitled to support?

I'm surprised by the lack of response by HP employees 😞

Isn't this the appropriate channel? 

 

Thanks to give a quick look at my problem!

J

 

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hoolito
Author
Level 2
15 11 2 1
Message 4 of 8
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HP Recommended

So, it's disappointing to trying to be supported by HP and ending writing all the posts ourselves.

After a lot of time lost I discovered these disconnects are caused by the macOS feature App Nap. When the activity diminishes, macOS removes resources/power/etc to Zcentral Receiver app to the point that the SyncPulse fails and the connection stops.

 

To prevent this, open Terminal and write: "defaults write [drop the HP Zcentral Remote Boost app from your Applications folder here] NSAppSleepDisabled -bool YES" > Then restart the receiver.

 

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Lizzy_G
Level 5
Level 5
120 117 17 20
Message 5 of 8
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HP Recommended

Hi Hoolito

 

I'm sorry you did not get any responses soon enough, but I'm glad you were able to find out the root cause of your issue.

We've been poking around the App nap feature but we were not able to reproduce any disconnects related to the app nap itself.

We still want to investigate this, though, so may I ask what sender OS and RB version you were connecting to?

 

Thank you.

------------------------
I work on behalf of HP.
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hoolito
Author
Level 2
15 11 2 1
Message 6 of 8
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Hi Lizzy,

 

I'm in Catalina.

Receiver (macOS)  20.1.1.8114 build Dec 18 2020

and Sender (Win10)   20.1.1.8114 (don't know how to check build)

 

FYI, after deactivating app nap, there were no weird disconnects

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Lizzy_G
Level 5
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Message 7 of 8
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Hi Hoolito,

 

I just wanted to thank you for helping the community with the feedback on this.

The app nap issue has been fixed and will be available on the upcoming releases of Remote Boost.

 

Thank you.

------------------------
I work on behalf of HP.
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hoolito
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15 11 2 1
Message 8 of 8
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Really appreciate you took the time to let me know

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