Troubleshooting

This page helps resolve the most common issues related to installing RTC Agent and establishing and handling an RTC connection.

Find the symptom in the table below, then expand the corresponding item to review the recommended actions.

Quick diagnostics

Problem	What to check first
Unable to establish an RTC connection	Computer status, the presence of RTC Agent, and the installation result
RTC Agent does not install	The installation task result and saved logs
The user cannot accept the connection	Computer availability, RTC Agent operation, and the required consent setting
The RTC image is slow or not smooth enough	Image quality, frame rate, and network connection quality
The wrong monitor is displayed	The monitor selected in the active RTC session interface
Clipboard copy does not work	Clipboard settings and the data transfer method
The terminal does not execute the command	The command content, permissions, and the message returned by the terminal

Establishing an RTC connection

Unable to establish an RTC connection

If the RTC connection is not established, first check the computer status and the installation of RTC Agent.

1

Check computer availability

Go to:

IT Infrastructure -> Computers

Check whether the computer is available in the system and communicating with eAuditor Cloud.

2

Check whether RTC Agent has been installed

The RTC connection requires an installed component RTC Agent.

If the component has not yet been installed, start its installation for the selected computer.

3

Check the installation result

If RTC Agent was installed remotely, check the task result in:

IT Management -> Tasks -> Logs

In the event of an error, the information saved in the log can help determine its cause.

4

Retry the connection

After confirming computer availability and the correct installation of RTC Agent, start the RTC connection again.

The fact that a computer is displayed as available in eAuditor Cloud does not yet confirm that RTC Agent is operating correctly.

RTC Agent installation

RTC Agent does not install

If RTC Agent installation did not complete successfully, check the installation task result.

Go to:

IT Management -> Tasks -> Logs

Find the RTC installation task and check the saved operation result.

Pay particular attention to:

• task execution status,

• the message returned by the computer,

• error information,

• the time of the operation.

If the installation fails, before rerunning the task, it is worth first checking the details saved in the log.

User consent

The user cannot accept the connection

If required user consent has been configured for the computer, starting an RTC session requires user confirmation.

In the event of a problem, check:

• whether the computer is available,

• whether RTC Agent is operating correctly,

• whether the user is currently logged on to the computer,

• whether the required connection consent has been enabled for the given computer.

If user consent is required, the RTC session will not start without acceptance.

Image and monitors

The RTC image is slow or not smooth enough

The quality of the session may be affected by network connection quality and image transfer parameters.

In the active session settings, you can adjust, among other things:

• image quality,

• the number of transmitted frames,

• the image scaling method.

If you experience issues with smoothness, reduce image quality or the number of transmitted frames and check whether session performance improves.

Reducing image quality or the number of frames limits the amount of data transmitted during the RTC session and may improve smoothness with a weaker network connection.

The correct monitor is not visible

If the computer uses multiple monitors, make sure the correct display is selected during the RTC session.

RTC allows switching between monitors without ending the active connection.

You can find the monitor selection option in the active RTC session interface.

Selection of the active monitor in RTC.

Clipboard

Clipboard copy does not work

If copying data between the administrator's computer and the remote computer does not work as expected, check the clipboard settings available during the RTC session.

Depending on the configuration, clipboard synchronization may require using the appropriate option in the RTC interface.

In manual mode, the following buttons are available:

• Get - retrieves the current clipboard contents from the remote computer to the RTC clipboard,

• Send - sends the contents of the RTC clipboard to the remote computer.

If automatic clipboard synchronization is disabled, use the appropriate button depending on the direction of data transfer.

Before copying data between computers, make sure the operation complies with the organization's applicable security and data protection policies.

Terminal

The terminal does not execute the command

If the CMD or PowerShell command was not executed correctly:

• check the command for correctness,

• make sure the command can be executed with the permissions available during the session,

• check the message returned by the terminal.

A command execution error does not always indicate an RTC issue. It may result from the behavior of the command itself, Windows configuration, or the required permissions.

Before submitting a request to support

Error report

To ensure the report can be analyzed efficiently, it should contain all information required in the procedure below.

Send reports to:

[e-mail]

Include the following in the report:

• contact details of the person responsible for communication regarding the report,

• a description of the problem as detailed as possible,

• the name or login of the user affected by the problem,

• the name of the associated computer,

• information on whether the problem affects one user or multiple users,

• the name of the tab where the problem occurs,

• a description of the actions taken to resolve the problem independently,

• the date and time when the problem occurred,

• the eAgent status and the date of the computer's last connection,

• the applied filters and the selected time range,

• screenshots, error messages, or other materials helpful in the analysis.

If you have issues with RTC Agent installation, also include information from the log of the relevant task.

After sending a message to [e-mail] the report will be automatically acknowledged with a return message.

If no confirmation is received, the report may not have reached the support team. In that case, check that the recipient address is correct and send the message again.

Do not send passwords, credentials, access keys, or other authentication information. If the analysis requires additional data, technical support will indicate a secure way to provide them.In the report, it is worth including:

• the computer name,

• a description of the performed action,

• the time when the problem occurred,

• the error message, if displayed,

• screenshot,

• information from task logs if the problem concerns RTC Agent installation.

The more detailed the description of the problem and the actions taken beforehand, the easier it will be to verify it.