Not a bug

Auditing videos don't fully download

Jeff Davis 3 years ago updated by Ben Burner 3 years ago 4

I have a Linux Serrver onsite that is running screen connect that I use to service my customers. I have at times had to go back a review screen captures. I have just recently seen a problem with trying to down load the files in internet explorer, edge, firefox, or chrome browser from a Windows or Linux machine. When I try to download the file, I have only been able to download around 344K of the files (this file can be from 1.5MB to 100MB in size). I have tried different files from the audit list - same results.

Specs are as follows -

System version: NethServer release 6.8 (Final) (CentOS 6.8)

Kernel release: 2.6.32-642.11.1.el6.x86_64

Screen Connect Version: 6.0.11622.6115

ConnectWise Control Version:
Server Affected:
Host Client Affected:
Guest Client Affected:
Waiting for information

Good morning,

Can you confirm the host and guest client versions matched your server version (6.0.11622) when the captures you're attempting to download were generated?

If you connect to a 6.0.11622 guest client using the 6.0.11622 host client, are you still unable to download the resulting capture file in its entirety?

Also, when you say "I have only been able to download around 344K of the files", do you mean that the download stalls, or that the download finishes and the resulting .avi file is 344k (if you click F12 in Chrome, does the console or network tabs provide any additional information about the download progress)? If you open the 344k .avi file using VLC media player, does the video play at all?

I have so far been unable to replicate this behavior in our test environment using a CentOS server with ScreenConnect 6.0.11622 and extended auditing enabled.



Okay. So maybe I am confusing you. Let me step you through it.

Going to Screenconnect web dashboard interface. Sign in as a Admin. Goto Admin (Gear icon) / Go to Audit. Select the time frame that you are looking for 11/03/20016 12:00am to 11/06/2016 12:00am and select Query Audit Log.

It will then list the events during that date and time frame. Then I will go through the list of sessions and find one that I am looking for that has a capture link to a session video. I select the session video I want to download and it asks me save (to Dowloads) or open (into video player),

When I save it or open it... it starts to download the capture, but it only gives me a very small portion of it. I have tried this from a Windows computer and diffent browsers and a Linux computer and different browsers. Same situation on either.

Hope this helps to see what I am trying to accomplish. I would be glad to allow you to remote on an see it first hand if you need to do so.