Remote Support 24.3.3 release notes

15 days ago by Jenny

April 1, 2025

Requirements

Requires Base 7.3.0 or 7.4.0.
Requires ECM 1.6.2.
Requires Integration Client 1.7.3.
Supports upgrades from RS 23.3.5+.
Before upgrading, ensure any SSL certificates used are either from a trusted Certificate Authority, or, for self-signed certificates, the certificate is either trusted on all endpoints or explicitly included in their installation.

Issues resolved

Product Area	Description	Resolution
Jump Clients	A network change on the endpoint system would sometimes result in a hang, requiring a new session.	A potential deadlock was identified and fixed in the Jump Client code, fixing the issue.
Jump Clients	The Remote Support software could take an unusually long time to start on systems with many Jump Clients.	The appliance database has been optimized to prevent slow startup on larger systems.
Representative console	The "User has joined the conversation" and "User has left the conversation" pop-up messages appeared five times whenever a representative logged in or out of the rep console.	The notification system now ensures these messages display only once per event.
Jump Clients	The Jump Client service stopped and did not recover automatically after a device entered sleep or hibernation.	The issue stemmed from a system call that took too long in low-power mode, preventing the service from restarting properly. Removing this call eliminates the delay, allowing the service to restart as expected when the device wakes from sleep or hibernation.
Jump Clients and customer clients	In earlier versions of the Jump Client and customer client, proxy detection was performed based on the current console user, which was becoming problematic and unreliable.	Proxy detection is now executed from the system account on Windows, allowing it to gather proxy configurations from all users. Additionally, macOS and Linux now honor service scope proxy configurations.
Jump Clients	Remote agents did not use the secondary fully qualified domain name (FQDN) after upgrading, causing Jump Client upgrade failures for some customers.	The upgrade process now correctly maps to the customer-specified client addresses, ensuring that Jump Clients will try both primary and secondary after upgrading.
Jump Clients	Jump Clients uninstalled themselves if they had not connected within 180 days of installation.	Jump Clients now respect the configured offline and lost status durations, preventing unintended uninstalls when the Jump Client has been offline for an extended period.
Customer clients	The customer greeting was not displaying in the customer client as configured.	The customer greeting now displays as expected at the beginning of a session.
Android Jump Clients	Pinning a Jump Client during a session was disabled for non-elevated sessions, which prevented deploying a Jump Client to an Android device while in session.	Android Jump Clients can now be pinned during a session, even given the restricted nature of Android sessions.
API	The reporting.xsd and command.xsd schemas did not match API responses, causing validation failures in XML validators.	The schemas have been corrected to align with API responses and now pass validation checks without errors.
RDP Jump	FreeRDP 3.8 contained issues that needed to be addressed in a follow-up release.	Upgraded FreeRDP to 3.10.3, which includes fixes for some issues, including Windows 11 session performance.
Jump Clients	The Jump Client service would sometimes become unresponsive due to a defect in the mDNS query logic. This issue caused the service to process invalid or incomplete results, leading to the Jump Client becoming unreachable.	The mDNS query logic has been updated to properly handle invalid or incomplete results, preventing the Jump Client service from becoming unresponsive.