jasoncollege24, User (Posts: 7)
Jan 17, 2019 12:18:46 pm EST
jasoncollege24, User (Posts: 7)
Jan 17, 2019 1:33:28 pm EST
Ashley Griffin, User (Posts: 61)
Jan 17, 2019 3:10:26 pm EST
Conrad Sallian, Support (Posts: 2616)
Jan 17, 2019 3:16:58 pm EST
Sorry, I am not trying to blame anything or anyone. We are just trying to find the root cause in each specific case. Unfortunately, we cannot reproduce the issue in our testing laboratory which means that there is either an external factor or (if it's still internal) it only manifests itself in certain circumstances.I see you are trying to blame windows for the failed "installs" needing restarts, although i expected this, heres the thing no one of your other updates went this badley, all systems were up to date. Please advise.
Running a Simple update on a remote Host cannot install the Viewer. This is something most unusual. There is a single link (source link) for downloading the Host package during simple update. If Simple update installed Viewer instead of Host this forum would be flooded with complaints and support requests. Version 6.10 has been around for almost three weeks now and there are thousands of updates already.How do you explain a server that was running the HOST, then had this removed and the viewer installed (i manually logged in to the server and found it, the install date was the date i did the upgrade, so why did the "upgrade" remove the host then install the viewer?)
Would it be possible to schedule a remote session where you would run a simple update and reproduce the issue?I have at least 2 servers (and i believe i will find another later today) that had the HOST removed and viewer installed, i have no idea why the "upgrade" would have done this. It results in "OFFLINE" in the viewer software (as it removed the host so does go offline)
However on removing the viewer then installing the HOST.MSI, i have to then manually restart the remote utilities service otherwise it gets stuck on "logging in".....
Ashley Griffin, User (Posts: 61)
Jan 17, 2019 3:25:56 pm EST
Conrad Sallian, Support (Posts: 2616)
Jan 17, 2019 3:43:07 pm EST
If you managed to access the Host from the Viewer and never changed anything in the authorization system in the Host settings ever since, it cannot all of a sudden start showing "Access denied". Access denied here means that you cannot authorize on remote Host, not issues with connectivity (which would explain why you can connect at some time and cannot at a different time).After upodating everything, except the host on the client machine, I was able to login to the host machine via the client's viewer just once. Leaving it over night returned to the access denied errors, so I did manage to log into the host, but I'm still being told it's out of date.
We have one idea that we will try implementing in the very next RU update (6.10.4.0). In a nutshell, we will see if we can gain complete control over the update process instead of delegating it to msiexec, which seems not to be very reliable. In theory this solution might help eliminate the update issues at least those not caused by antivirus software activity. However, this fix won't start working immediately, meaning that it will work for updating Hosts 6.10.4.0 and higher, and not the earlier Hosts for which the current update mechanism will still be used.Using "Simple update" from the updated viewer, or updating by downloading the MSI, and running install BREAKS older versions of the host at this point. My only solution was a complete uninstall, and reinstall of the latest host software.
Conrad Sallian, Support (Posts: 2616)
Jan 17, 2019 4:26:56 pm EST
We may need the logs and files listed in this article https://www.remoteutilities.com/support/kb/host-service-won-t-start/ . Note, however, that it's still very strange to hear that Viewer was installed instead of Host.If there is a log file then the PC i will see in about 4 hours i bet has the viewer installed, so if you want me to track down any install log i might be able to do that. However it has to be working today as i have a huge server migration to do over the weekend from that PC on the clients LAN. So once i get there it will be fixed.
jasoncollege24, User (Posts: 7)
Jan 17, 2019 6:20:52 pm EST
Never once did I blame the connection. Please don't put words in my mouth. I did check the host authorization, and no settings were ever changed between the successful login, and the subsequent access denied errors. In fact, those authorization settings are now exactly the same as they were during the access denied errors. I can login fine after doing the complete uninstall/reinstall. Regardless of what you're telling me, this actually DID happen! Internet ID is disabled on the host, and a direct connection is used, with a password I won't use on the internet.Conrad Sallian wrote:
If you managed to access the Host from the Viewer and never changed anything in the authorization system in the Host settings ever since, it cannot all of a sudden start showing "Access denied". Access denied here means that you cannot authorize on remote Host, not issues with connectivity (which would explain why you can connect at some time and cannot at a different time).
Please, double check your Host authorization settings (Settings for Host -> Authorization) and make sure that you enter the correct password. Also, make sure that the connection mode you use is allowed on the Host side (in the Modes section/tab).
No offense, but... absolutely not. I don't allow anyone to remote view, or access any of my systems, unless I know, and trust them. If you want to see how I logon to the host, I can create a short YouTube video that will show you how I logon, and use the Host with the viewer.If all else fails let me know and we can have a remote session (connect to your Viewer PC) to see how exactly you log in to a remote PC or launch a connection mode.
I tried to reproduce this on the VM, and that update process from 6.8 went off without any problems, so unfortunately, I cannot actually show you, but I will create a short youtube vid that will show you how I connect.Again, the problem is not with "Simple update" per se. The problem is rather that the uninstall-install process isn't properly performed in certain circumstances my msiexec.
Ashley Griffin, User (Posts: 61)
Jan 17, 2019 7:25:00 pm EST
Conrad Sallian, Support (Posts: 2616)
Jan 18, 2019 2:19:20 am EST
Still I can't see even the slightest possibility of Host downloaded the Viewer installer instead of, well, Host when you initiate simple update. We serve the same Host file from our site to all customers (it is the Host that contacts the update server). How come that one single Host downloads a different file for one customer if the download link is hardcoded into the program? Besides, we haven't received other similar complaints - I mean installing Viewer instead of Host when Simple update is involved.Unfortunately by the time you wrote that message i was on the way to the client to repair the desktop, it had indeed had VIEWER installed and not HOST, it now has a new host installed and is in use migrating servers.
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