ZCentral times out on a mac after inactivity. Machine crashes

[NuXfan123]

Having issues with mac users who are inactive on zcentral the session times out and then the machine is just a blank screen. I can't reboot remotely and the user cant connect to it. Is there a update or a fix for this?

[Lizzy_G]

Hi NuXFan123,

Another user solved their problem by disabling MacOS App Nap feature.

We're not sure yet this would be the culprit for all cases, but it solved for them.

https://h30434.www3.hp.com/t5/HP-ZCentral-Remote-Boost-and-Connect/Trial-user-Very-frequent-disconne...

Also, is there anything on the sender side that would be interfering? We've seen Windows senders disconnecting as they were set to sleep after few minutes of inactivity.

[NuXfan123]

Ill give that a shot with the user. Where can i find the setting for ZCentral Sender to go to sleep on Windows?

[Lizzy_G]

Hi there,

This is on Windows Power and Sleep settings - not related to RB.

We noticed that if Windows senders go to sleep for inactivity this could / will cause the RB connection to break.

This doesn't seem to happen with Linux senders, though.

If that's not the case here, I will PM you to get logs.

There's still investigation on what the causes for the disconnects could be so, we appreciate any feedback we can get.

[Lizzy_G]

Also, could you tell me what version of RB do you have on the sender  and receiver, and also which OS is running on the sender?

And is it only the sender that's crashing and being inaccessible or does the receiver hang too?

[NuXfan123]

Sorry for the late response. So it happens when the user has the ZCentral window minimized for a few minutes. Then he has to connect to the machine again. The OS is High Sierra 10.13.6. This is the highest the user can go.  I tried using the NS app for the zcentral app using terminal . Still didnt do anything and it still disconnects

HP ZCentral Sender- 20.0.1.25438

HP ZCentral Receiver- same version

The sender is fine the machine is still running but the application on the mac times out and disconnects. 

Code Type: X86-64 (Native)

Parent Process: ??? [1]

Responsible: HP RGS Receiver [22346]

Date/Time: 2021-01-26 13:21:57.209 -0800

OS Version: Mac OS X 10.13.6 (17G13035)

Crashed Thread: 0 Dispatch queue: com.apple.main-thread

Exception Type: EXC_BAD_ACCESS (SIGSEGV)