BrowserDeskHelp › When something does not work › H12
After a relay update the picture freezes
In the middle of the session the picture freezes or a spinner appears: "Relay wird aktualisiert" (the relay is being updated). What BrowserDesk does by itself and when you need to step in.
Preview this guide has not yet been clicked through on a real device. Button names and steps come from the program but may differ in details.
- For
- Technician
- Applies to
- Free · Cloud · Own relay
- Controlled device
- Windows · macOS · Linux
- Control from
- Program (Windows, macOS, Linux) · Browser
- from version
- 20261007.9
What it is for
The relay brokers your sessions. When it is updated, it restarts briefly. A direct session keeps running; a session through the relay drops and rebuilds itself. Older BrowserDesk programs did not notice the restart and got stuck with a frozen picture.
What you need
- A current program or the browser. Reconnecting by itself exists with relay 20261007.9 or later; for a direct session to keep running, BrowserDesk 20261008.1 or later is needed at both ends.
How to do it
- Is there a spinner with "Relay wird aktualisiert – Verbindung wird wiederhergestellt …"? (In the browser: "The relay is being updated – restoring the connection …".) Then wait. BrowserDesk reconnects by itself after a few seconds. In the browser the attempts are shown as new attempts with a counter. If you do not want to wait: Trennen (Disconnect).
- Does the top say "Relay nicht erreichbar – die Sitzung läuft direkt weiter"? (In the browser, bottom left: "The relay is being updated – the session continues directly".) Then just keep working. The session runs directly between the two computers; in the background it signs in at the relay again, without password and without new consent.
- Does it say "Verbindung unterbrochen – neu verbinden…" (connection interrupted – reconnecting)? The connection broke without announcement. BrowserDesk rebuilds it by itself in that case too.
- Is the picture frozen without any notice? Then your program is older. End with Trennen (Disconnect) and connect again. Afterwards update BrowserDesk (H11).
How you know it worked
The spinner disappears, the picture moves again, and mouse and keyboard take effect.
What the other side sees
With a direct session that keeps running, nothing changes for the person at the device.
Good to know
- Direct or via the relay: only a direct session keeps running. If the direct path does not come about at all, the picture runs in relay mode through the broker itself — then the session drops and rebuilds itself (E33).
- The access counts the session anew. For the rules of your access the rebuilt session is a new session, also for the number of technicians working at the same time.
- After installation the relay does not announce its first restart. A current program still notices the drop and reconnects.
If it does not work
| You see | Meaning and remedy |
|---|---|
| The spinner stays and the attempts do not stop | The relay is gone for longer. Check whether your network reaches the relay (H10). |
| A refusal comes after the rebuild | Look up the sentence in D9. |
| Frozen picture despite a current program | Trennen (Disconnect), reconnect, then collect logs (H19) and write to info@browserdesk.de with the ID and the time. |