Restart host fails after Remote settings from Viewer

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Nijel Terry, User (Posts: 28)

May 17, 2019 6:15:23 pm EDT

Whenever I need to enter Remote settings from Viewer and at the end you have to Press OK to restart the remote host, it never restarts successfully, it always needs to be manually restarted either by the client rebooting their PC or opening Start Host or using an alternative remote desktop program to Start Host.
Is anyone else having this problem? I'm using the latest Host, Viewer & RU server as of this writing.

Polina, Support (Posts: 1173)

May 20, 2019 9:16:43 am EDT

Hello Nijel,

Thank you for your message.

We will try to reproduce the issue and get back to you soon.

Please let us know if you have other questions.

Polina, Support (Posts: 1173)

May 20, 2019 9:47:33 am EDT

Hello Nijel,

Unfortunately, we couldn't reproduce the issue. Could you please clarify if there is any antivirus software installed on the Host PC?

Looking forward to your reply.

Fish Zhan, User (Posts: 4)

Jun 11, 2019 12:03:21 am EDT

Support level: Free or trial
Hi, Polina!

We have the same issue when try to restart remote hosts.

Some information:

Remote host OS: Windows Server 2003 R2 Standard Edition ver. 5.2.3790 with SP2

Remote host AV: ESET Endpoint Antivirus ver. 6.6.2078.5

C T, User (Posts: 1)

Jun 15, 2019 1:55:16 pm EDT

Support level: Free or trial
I too have the same problem.

Host OS Windows Server 2019
Anti-Virus:- Windows Defender

In addition making any changes to the Host Settings via the Viewer makes no difference
Edited:C T - Jun 15, 2019 1:57:27 pm EDT

Polina, Support (Posts: 1173)

Jun 17, 2019 10:41:44 am EDT


Thank you for your messages.

Could you please double check if the Host service startup mode is set to Auto?

If it's set to Auto, then please try solutions listed in this Knowledge Base article:

Also, I highly recommend that you add the Host installation folder to antivirus software exceptions list to avoid future problems in this regard.

In addition making any changes to the Host Settings via the Viewer makes no difference

Unfortunately, we couldn't reproduce this issue. The issue probably occurs because the Host service is not restarted after the changes to the Host settings are made. Please try solutions from the article above and see if it helps.

Please let me know if the problem persists.

Michael Johnson, User (Posts: 1)

Jun 27, 2019 1:39:44 pm EDT

Support level: Free or trial
The fix for me was to:

Go to services, remote utilities - host, properties, recovery
And then set:
First failure: restart the service
Second failure: restart the service
Subsequent failures:  Take no action
Restart service after: 0 minutes

On the host computer, I initially installed Agent and then installed Host over the top of that which may have caused the problem..


Polina, Support (Posts: 1173)

Jun 27, 2019 3:07:01 pm EDT

Hello Michael,

Thank you for the information.

I'm glad to hear you have figured out the issue.

Please let us know if you have more questions.

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