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Error scenarios

These are some issues that you might occasionally experience when you live stream and/or take remote control of a running execution, along with our proposed solutions.

The live stream window shows Connecting..., but no connection is established

In all scenarios below, the Robot will not connect to the live streaming and remote control system, and the session will not start. The operation is retried for the maximum duration, which is approximately one minute, and then an error is displayed. Details about the failure are available in the Robot logs on the machine where the connection fails (not in job logs).

The live streaming image is lagging

This can be caused by a slow network connection between your machine and the robot one or when the screen resolution on the robot machine is large.

You see a blank screen

These are some reasons why you might see no image on your screen when you start the live stream.

The automation UI is not started

Some jobs perform certain actions prior to prompting the automation UI to open. If this happens, the live streaming session that opens is blank. This translates into the desktop being displayed for Windows Robots, and a black screen being displayed for Linux unattended robots and Automation Cloud Robots - serverless.

Try opening the session again.

You are using a physical machine with no monitor connected

Live streams of processes executed on a physical machine are rendered on a physical monitor.

As such, you need to make sure that you have a monitor connected.

You have disconnected from the RDP

If you have disconnected from the remote desktop protocol (RDP), virtual machines will sometimes stop rendering the screen. This happens because, once disconnected, there is no virtual screen on which to render images.

To solve this, use the service mode robot.

A running session is disconnected

Network communication issues can cause a live streaming session to stop. If this happens, the client automatically reattempts to connect. This should be reasonably fast, but you might see the loading screen for a very short while.

If you had also enabled remote control within that session, note that you will have to re-enable it once the connection is established again. This is because, upon reconnecting, the session is opened in its live streaming state.

After a while, the session is abandoned. However, if you close the window, you can manually restart the session from Orchestrator.

You get an error message stating that another user is already connected

Only one user can access the live stream and take remote control at once. If a user is already connected, you must wait for them to disconnect.

For example, if User 2 tries to open a live stream that is already opened by User 1, they are returned an error stating that the live stream cannot be started. Once User 1 closes the live stream, User 2 will shortly be able to open it.