0
Not a bug

duplicate session

John Feeney-Howells 3 years ago updated by Scott Linak 3 years ago 3

When creating a new client session no check is made to see if the random code assigned to this new session already exists for an existing client session. Consequently when the client tries to connect to the new session via code they are instead connected to the existing session! (My customer had to actually bring their PC in to us before we could work out what was wrong!)

ConnectWise Control Version:
19.1
Server Affected:
Host Client Affected:
Guest Client Affected:

Answer

Answer
Not a bug

Good afternoon,


As it stands, we haven't implemented logic to ensure session codes are unique across all sessions; however, you may change the session code mask under your server's web resource appearance settings to automatically generate lengthier session codes by default (which reduces the likelihood of two sessions sharing the same code at the same time).


Under the appearance tab's list of web resources, search for "SessionPanel.GenerateCodeMask" and change its value to something like ######, which will generate codes of length six, as opposed to the default length of four.


Also, please feel free to submit a feature request if you feel like the current functionality/configurability does not satisfy your needs: http://control.product.connectwise.com/forums/1-new-features/


Cheers,

Ben

Answer
Not a bug

Good afternoon,


As it stands, we haven't implemented logic to ensure session codes are unique across all sessions; however, you may change the session code mask under your server's web resource appearance settings to automatically generate lengthier session codes by default (which reduces the likelihood of two sessions sharing the same code at the same time).


Under the appearance tab's list of web resources, search for "SessionPanel.GenerateCodeMask" and change its value to something like ######, which will generate codes of length six, as opposed to the default length of four.


Also, please feel free to submit a feature request if you feel like the current functionality/configurability does not satisfy your needs: http://control.product.connectwise.com/forums/1-new-features/


Cheers,

Ben

Ben,


Please could you reconsider this.


Scenario: A support assistant creates a new session to enable him to remotely resolve an issue for a customer. The session is automatically created with a randomly assigned session code, however by chance the new session code is a duplicate of an existing session code and so the customer is connected to an existing session (which is currently parked). As there are no warnings or checks the support assistant will only know that for some unknown reason his customer has been unable to connect to the newly created session and the customer is left frustrated and unhappy because despite following instructions to the letter he is unable to receive remote support.


Clearly this behavior in both unintentional and unexpected.  


According to wikipedia "A software bug is s an error, flaw, failure or fault in a computer program or system that causes it to produce an incorrect or unexpected result, or to behave in unintended ways". Most IT professionals, myself included, would concur with that definition so how can you can classify this as not a bug when it clearly is?

kind regards,


John Feeney-Howells. BSc, CEng, CISP

We do not consider it a bug because we currently do not intend for the system to check if a session already exists with the same code.

We are not disagreeing that the functionality would be useful, thus Ben's suggestion to create a feature request and his inclusion of a potential workaround to increase the code length thus reducing the likelihood of collisions.