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Remote Recorder randomly disconnecting

Kevin HartmanKevin Hartman Whiz Kid
in Product Questions

Hello All,

I have a ticket going with Panopto but thought I would post in here too:

I have 4 PC's running Windows 10 that I am currently updating the remote recorder software on from 12.0.1.3 to 12.0.3.4. I have updated 3 of the 4 machines so far. Two of the machines have seemingly at random become disconnected at least once from our Panopto site. I've had to go in and basically re-install the remote recorder software that was still on the machine.

On the machines that became disconnected, I have noticed that when I look under task manager, the Panopto Remote Recorder Service wasn't listed in services, but the Panopto Upload Service was listed and running.

All 3 machines also have Panopto for Windows installed on them, version 12.0.3.00004.

Has anyone else experienced this and found a solution? Is there a different way to install the remote recorder I'm unaware of or something different that needs to be configured on my recording PC's?

Thank You,

Kevin Hartman, University at Buffalo

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Answers

  • Caitlin McCabeCaitlin McCabe Administrator

    Hi @Kevin Hartman,

    To confirm, this does seem like something our Support team should investigate - so thank you for submitting a ticket.

    If anyone else has this issue, I would encourage them to also submit a Support ticket for tracking purposes.

    If you have any additional questions, please feel free to ask - we're always happy to help!

    Best wishes,

    Cait

  • Kevin HartmanKevin Hartman Whiz Kid
    edited January 2024

    @Caitlin McCabe

    We still haven't figured out a solution, even after adding some exceptions for anti-virus and firewall rules after talking to Panopto support and some network people here. So with my semester starting next week I think I am best to roll back to 12.0.1.

    I know 12.0.4 was just released. Does that solve any issues like this?

    Can you confirm how long 12.0.1 will be supported?

    Thanks

    Kevin

  • Caitlin McCabeCaitlin McCabe Administrator

    Hi @Kevin Hartman,

    I see that your case is still in progress, so I've passed the additional questions about 12.0.1/12.0.4 over to Cody, who is handling your Support case. He confirmed that he will be responding to you soon about this.

    Best wishes,

    Cait

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