Forum Discussion
Thank you for your continued patience. We have identified an issue causing high latency in certain situations when using the Rescue 7.50 Tech Console. The issue is being investigated at a high priority, we apologize for any inconvenience. Please continue to follow this thread to be emailed for updates. Please find the two workarounds below.
Option 1: Turn off Next Gen Media Service within the Tech Console:
- In the upper left, click on Options
- Select "Use classic screen transfer"
Please Note: The selection will be remembered for future sessions, it will not need to be selected each time.
Option 2: Disable NextGen media for Technician Groups in the Admin Center:
- Select Tech Group in the tree on the left
- Go to Permissions
- Add a checkmark to the last option "Disallow media stream in Rescue sessions for technicians"
- Click Save
Please Note: The above will not discontinue ALL media streams, only the NextGen media streams. The Technicians will revert back to Classic media streams as normal.
I've made those changes and it is still the same issue
- AmberW3 years agoGoTo Contributor
cmassone and All:
We are happy to announce that there is a Beta version available that includes the fix for the above known issue.
If you are impacted, please download and install the Rescue Tech Console 7.50.3541 (Beta)
Thank you for your continued patience as we work to resolve this issue.
Please note: Beta is not supported on Mac OS or the EU environment
- cmassone3 years agoNew Contributor
BETA is doing the same thing
no improvement
- AmberW3 years agoGoTo Contributor
I'm sorry to hear that cmassone - I noticed that you were actively troubleshooting with our Inbound Support Team - I will let them continue with that route as the issue you are experiencing may be a different one at this point than the one the Beta was released to fix.