Outage in RealVNC

VNC Viewer Chat functionality can cause the remote computer to become uncontrollable

Resolved Maintenance
November 08, 2021 - Started almost 4 years ago - Lasted 5 months
Official incident page

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Outage Details

We are aware of an issue with VNC Viewer 6.21.920 that using the Chat feature may block control of the remote computer. To restore control of your remote access session, click Options on the VNC Viewer toolbar at the top of the screen and disable the EnableChat parameter in the Expert tab. This will allow you to control the remote computer again. Once control is restored, ensure you close the Server chat window. NOTE: the user you are chatting with can close or de-focus the chat window at any time to restore viewer control. We are working on an updated version of VNC Viewer as a priority. For now we recommend not using the Chat functionality, or disabling Chat by setting EnableChat to False (in the VNC Server Expert tab).
Latest Updates ( sorted recent to last )
IDENTIFIED almost 4 years ago - at 11/23/2021 10:12AM

A fix has been implemented and we'll be rolling out the updated viewer shortly. Please keep an eye on our release notes (https://help.realvnc.com/hc/en-us/articles/360002253138-Release-Notes) for further information.

IDENTIFIED almost 4 years ago - at 11/08/2021 03:50PM

The issue has been identified and a fix is being worked on

INVESTIGATING almost 4 years ago - at 11/08/2021 03:49PM

We are aware of an issue with VNC Viewer 6.21.920 that using the Chat feature may block control of the remote computer. To restore control of your remote access session, click Options on the VNC Viewer toolbar at the top of the screen and disable the EnableChat parameter in the Expert tab. This will allow you to control the remote computer again. Once control is restored, ensure you close the Server chat window.
NOTE: the user you are chatting with can close or de-focus the chat window at any time to restore viewer control.

We are working on an updated version of VNC Viewer as a priority.

For now we recommend not using the Chat functionality, or disabling Chat by setting EnableChat to False (in the VNC Server Expert tab).

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