RC Connection slow for Windows 10 machine

Document ID : KB000045889
Last Modified Date : 14/02/2018
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Problem : 

Remote Control display is very slow on Windows 10 machines.

The problem does not occur for Windows 7 or Windows 2012 machines

 

The new Windows 10 feature "Block untrusted fonts" is on.

See  : https://technet.microsoft.com/en-us/itpro/windows/keep-secure/block-untrusted-fonts-in-enterprise

 

In TRC_URC_HOST*.log following errors appear :

 

HOST|RCVideoCapture  |DDMLCapture.cpp     |000486|ERROR  | Unable to create shared buffer file (32)

HOST|RCVideoCapture  |CaptureThread.cpp   |000139|WARNING| Unable to allocate and map a 4194304 byte buffer. Attempting again with a buffer of half that size

HOST|RCVideoCapture  |DDMLCapture.cpp     |000486|ERROR  | Unable to create shared buffer file (32)

HOST|RCVideoCapture  |CaptureThread.cpp   |000139|WARNING| Unable to allocate and map a 2097152 byte buffer. Attempting again with a buffer of half that size

HOST|RCVideoCapture  |DDMLCapture.cpp     |000486|ERROR  | Unable to create shared buffer file (32)

HOST|RCVideoCapture  |CaptureThread.cpp   |000139|WARNING| Unable to allocate and map a 1048576 byte buffer. Attempting again with a buffer of half that size

HOST|RCVideoCapture  |DDMLCapture.cpp     |000486|ERROR  | Unable to create shared buffer file (32)

HOST|RCVideoCapture  |CaptureThread.cpp   |000139|WARNING| Unable to allocate and map a 524288 byte buffer. Attempting again with a buffer of half that size

HOST|RCVideoCapture  |CaptureThread.cpp   |000148|ERROR  | Unable to allocate a reasonable size video capture buffer. The machine might be running low on memory.

 

In Windows Event Viewer under "Application and Services Logs/Microsoft/Windows/Win32k" following event is logged :

 

Source = Microsoft-Windows-Win32k/Operational
Event ID = 260
C:\Program Files (x86)\CA\DSM\Bin\rcUtilCmd.exe attempted loading a font that is restricted by font loading policy.
FontType: File
FontPath: \??\C:\Windows\TEMP\rcBuffer0001
Blocked: true
 

 

 

 

Untitled.jpg

 

 

 

 

Environment : 

 
Windows 10 machine with RC Agent
Microsoft feature "Block untrusted fonts" is on.
 
 
 

Workaround :  

The solution is to exclude process rcutilcmd.exe from "Blocking Untrusted Fonts" feature.
 
This could be done by creation a REG_QWORD value named MitigationOptions set with 0x2000000000000 (in hexadecimal) under
HKEY_LOCAL_MACHINE\Software\Microsoft\Windows NT\CurrentVersion\Image File Execution Options\rcUtilCmd.exe
 
Untitled2.jpg
 
 
A Reboot of the machine is necessary to take in account this settings.
 
 
This could be done in command line :
 
reg add "HKLM\Software\Microsoft\Windows NT\CurrentVersion\Image File Execution Options\rcUtilCmd.exe" /v MitigationOptions /t REG_QWORD /d 0x2000000000000 /f
 
And here is the command line to remove this settings :
 
reg delete "HKLM\Software\Microsoft\Windows NT\CurrentVersion\Image File Execution Options\rcUtilCmd.exe" /f
 
 

Solution :  

For ITCM 12.9 + RO85482, install fix T5SM121

For ITCM R14SP1, install fix T5SM118

 

Please open an issue to Technical Support in order to ask the fix.