SMS: How to Troubleshoot Remote Control Connectivity over a Slow Link (328090)

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You can use the SMS Ping Test tool to determine whether a remote client agent is accessible and how good the connection is to the computer.

The Ping Test tool sends packets to a client and awaits a response before it sends additional packets. The Ping Test tool waits four seconds for a response to help determine the reliability and speed of the link. There are three levels to indicate the 'usability' of the connection. These levels appear as RED, YELLOW, and GREEN sections of a thermometer.

RED - The RED level indicates that the link has poor connectivity, and it is likely that you will experience poor performance including connection drops during the remote control session. If the Ping Test tool displays results in the RED area, expect difficulties with stability and speed during the remote control session.

YELLOW - The YELLOW level indicates that you can expect fair to moderate performance from the connection during the remote control session. Connection drops are likely to be minimal and are most likely to occur only during the most demanding tasks.

GREEN - The GREEN level indicates that the connection is good and stable and that session drops are not likely to occur.

To start the Ping Test tool:

1. Right-click the client in the SMS Administrator console, and then click All Tasks.
2. Click Start Remote Tools to start the Remote Tools console.
3. On the Tools menu, click Ping Test.

The Ping Test tool immediately begins to test the connection.

The following list contains actions that might help maximize the performance of the remote control session.

• After you establish a remote control session to a client, double-click the upper left corner of the remote control window to open the session properties, and then clear the Suppress client wallpaper check box.
• In the same window, clear the 16 Color viewing (faster) check box.
• In the Permitted Viewers window of the Remote Control Client agent properties, review the users and groups that are listed, and then remove any unnecessary groups and users to minimize authentication traffic.
• You might want to change the compression level. The compression level that you set for your site depends on the speed of the computers across the network and the speed of the link. For older computers, you might want to set the compression level to low. Although the traffic might increase, the load that is placed on the CPU to compress the traffic is reduced, which can improve remote control performance.
• You might want to use the Remote.exe tool to start remote control from a command line.For additional information, click the article number below to view the article in the Microsoft Knowledge Base:

  201793 SMS: Version 2.0 Remote Control Command Line Options

If remote control does not function after you use the Ping Test tool and make the adjustments that are described in this article, there might be an infrastructure issue.