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UPDATE - After nearly 7 full days of e-mail alerts working, they have suddenly stopped!  We had a few guest sessions connect today so I still think it may be related to that...

Ok, our e-mail alert trigger has been working for 6 full days now...so to help support track down the bug, it was either the fact that we had multiple e-mail triggers setup or there is an issue with something in the following trigger causing the e-mails to stop working:

Event.EventType = 'Disconnected' AND Session.SessionType = 'Access' AND Connection.ProcessType = 'Guest' AND Session.Name = 'mainserver' AND Session.CustomProperty1 = 'client1'

We could also reproduce the problem instantly when the above trigger was enabled and when a guest session joined.

Miko, the only thing I can see in common with the trigger that broke it for us and your triggers is the:

Session.SessionType

Try disabling your trigger:

Event.EventType = 'Disconnected' AND Session.SessionType = 'Access' AND Connection.ProcessType = 'Guest' AND Session.Name = 'mainserver' AND Session.CustomProperty1 = 'client1'

...but leave this on enabled:

Event.EventType = 'SentMessage' AND Connection.ProcessType = 'Guest' AND Session.HostConnectedCount = 0


...then reboot your server (or services).

Since making the above changes and the blip 3 days ago, our e-mail trigger messages have been working for nearly 4 full days now.  To confirm, the only trigger we have in place now is:


Event.EventType = 'SentMessage' AND Connection.ProcessType = 'Guest' AND Session.HostConnectedCount = 0

It's broken again...but this time I think it happened when a new unattended machine was added!

Ok, running 20.11.1479.7606 but after approximately 26 hours it broke again.  This time we think we have identified the root cause and can reproduce the problem!!

The e-mail trigger breaks as soon as a one-off support session joins!  We tested this theory multiple times by restarting the screenconnect services, then sending test messages before and after joining a test machine.

In our case, we had the following trigger setup which seems to be the culprit:


"Notify when guest connects to unconnected support or meeting session"

Event.EventType = 'Connected' AND Connection.ProcessType = 'Guest' AND (Session.SessionType = 'Support' OR Session.SessionType = 'Meeting') AND Session.HostConnectedCount = 0


As soon as we disable this particular trigger, the regular e-mail alerts from unattended machines still come through...even after a test machine joins...we will test again tomorrow to make sure this still works and will report back.

We upgraded to 20.11.1479.7606 at 9am this morning and so far...7 hours later, the e-mail alerts are still working!  Will do another test in the morning to see if they continue working overnight but this is the longest they have worked for so far!

The release notes mentioned about fixing a bug in the triggers, so hopefully this is the fix we've been waiting for!

Support were no help...please re-investigate this issue ASAP and it's a critical bug in your software!!!

Agreed, this issue has been going on for too long now and needs to be fixed especially if it affect cloud and on-site instances.  This is a critical feature which is broken!!!

Can confirm that problem still exists in latest release 20.11.1385.7587.  E-mail triggers work for a few hours but then stop working.  Teams triggers still continue to function.