Upgraded from 4.2 to 5 and now client is very sluggish
Answered
The client and server version is 5.0.0.35136. The client is constantly very slow, and sluggish. When checking in windows task manager it constantly shows "Not Responding". I am running the server on windows 10, and the client on windows 11 on the same LAN. Before the update, i was using version 4.2 and it was running perfectly fine.
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Hi Poppy Klein,
Can you elaborate more about the "sluggish case", maybe you can record the screen and we would able to understand what might be the case you were mentioned.
Do you see any crash or unexpected termination of the client as well?
What are the SPEC of the client PC?
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I am running Windows 11, Ryzen 3600, 32GB Ram, and GTX2600. The client is connected to the server locally, on a LAN wired over GigE.
By sluggish, I mean that it's slow. Once it connects, it takes 3-4 seconds for the cameras to open. Then double clicking on it locks the client, and you cannot press anything. Then it starts working again, and after opening it locks down again. When it stops working for a few seconds, the Task Manager shows it as Not Responding.
Took a quick screen vid below.
https://www.file.io/TVhD/download/OGV7YC0G8KEF
The client app does not completely crash. It just works in bursts of 4-5 seconds. I thought it might have been to the encryption, so i also disabled the encryption options just in case. But it doesn't seem to help.
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Tested on a Windows 10 Lenovo laptop and the client is working fine. Also tested on an intel based windows 11, and it's working fine as well. Installed the latest Dot net Framework and the problem still occurs. I also uninstalled, and erased any remaining settings, but still happens on this specific PC.
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Unfortunately, I did not figure it out. I do not have any 3rd party Antivirus systems except for windows defender. I reformatted my PC and it was working for a while, but it stopped after installing some programs. I cannot pinpoint which application or framework would do this. My PC is pretty bare, so there's not much installed on it. I'm also on the latest Nvidia drivers if that matters.
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Hi Poppy Klein,
Could try to use v5.0.0.35745? We assume this release would resolve the issue you encountered.
You can download or find the in-client upgrade credentials HERE.
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Hi Poppy Klein,
That is an unexpected cause. Is Kayako also sluggish? Does it affect also other applications, or is the combination of Kayako/Nx unique?
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Yes, the classic windows edition.
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Hi Poppy Klein,
Unfortunately, I can't verify the issue, since it requires an account, which we don't have.
What we could do is check VERBOSE logs for the Desktop Client you create when running Kayoko and Nx Witness simultaneously.In order to create the client logs I would like to ask you to:
First:
- Note the start time
- Open Nx Witness Desktop client without Kayako running.
- Open a camera/layout
- Close the Nx Witness Desktop client
- Note the end time
- Collect logs (select all -> compress 7z/zip)
Second:
- Note the start time
- Open Kayako
- Open Nx Witness Desktop client with Kayoko running.
- Open the same camera/layout
- Close the Nx Witness Desktop client
- Note the end time
- Collect logs (select all -> compress 7z/zip)
Instructions to enable VERBOSE logging for the Desktop Client, and where to collect these logs, can be found in THIS support article.
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We are having the same issue. Fine on version 4.x and then moving to 5.0.x has caused a slow down.
The mobile client and desktop client take around 8-9 seconds to load fully. Clicking a camera takes 3-4 seconds, jumping to a previous time takes 3-4 seconds - sometimes longer. These times are about double or more of that they were on 4.x.
I found that opening the ports on the firewall restored the quick communication and access. it is the same, if not a little faster than it was on 4.x.
This affected around 20 systems of varying sizes and configurations. Some are still on 4.x and I can do a blind test and notice the difference in speed.
Are ports needing to be forwarded now for Version 5?
(Latest patch 5.0.0.36529 did not make any difference)
Edit: My issue sounds the same as this user's: -
Hello IS,
Thank you for bringing up the issue of slower speeds in version 5.0 compared to 4.2. This is actually due to improved security measures such as Bearer authentication. It is important to note that local connections (using port 7001) will typically be faster than cloud connections that need to relay through various cloud services via NAT (UDP hole punching) or Proxy, depending on the customer's network architecture.
To help optimize the connection speed as much as possible, we recommend adding the applicable FQDN addresses to the firewall application and setting the Nx Witness application as an exception in any antivirus application that may be running on the devices that run the desktop client application and mediaserver application. We hope these tips will help improve your overall experience with our software.
Best regards.
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Thanks for the quick reply, Norman!
Understand that local is faster, and that there is more security which makes it slower. It is, however, significantly slower. 2x - 3x slower which makes it frustrating to use.
Since Bearer Authentication is newly added - is it reasonable to assume that performance will increase in future versions?
If the Python script said everything is open, do I need to do FQDN? I believe FQDN is a fairly specialized feature and that most ISP provided modems will not have it, is that correct?
I believe that I already have the exceptions made on the anti-virus but will check again, thank you. -
Hello IS,
I completely understand how frustrating it can be to deal with a change in behavior, especially when you've become accustomed to something different. Rest assured, we are actively working on ways to improve the connection speed for our app users.
To answer your question, we do have a task assigned to our app developers to investigate possible solutions. However, I want to be transparent with you and let you know that I don't anticipate a solution being implemented within the next few months due to other tasks currently being prioritized. While we haven't determined a fix version yet, the request is actively being discussed internally.
Regarding the Python app, if all addresses are listed as OPEN, it means the connection can be made. Adding FQDN addresses may help to increase the speed, but this is dependent on the specific firewall in use. Additionally, we understand that most default modem/routers from various ISPs don't have this option.
Thank you for bringing this to our attention, and please don't hesitate to reach out if you have any further questions or concerns. We value your feedback and are committed to providing the best possible user experience.
Kind regards.
JIRA-MOBILE-1656
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