Community


Viewer 7.6.2.0 problems on Windows 7

Peter Gray, User (Posts: 51)
Oct 20, 2024 2:38:10 pm EDT
Support level: Starter
I have installed Viewer 7.6.2.0 on a Windows 7 machine and on a Windows 11 machine.  On the W7 machine, it connects to hosts at version 7.6.1.0 in Full Control mode with no noticeable changes in behaviour.  However, I have found two problems: one before connecting to hosts, and one with updating hosts.
1).  Soon after starting the viewer, hovering the mouse over the icon for a host which has not yet been updated (and is not connected) at first brings up an empty tooltip.  At first I thought this was permanent behaviour, but later I noticed that after maybe five or ten minutes the tooltips are then populated with the text "A newer version of the Host is available."  This behaviour may simply be because the viewer is on an old and slow machine, but I thought I should mention it.  Hovering over the icon of a host that is connected brings up a preview of its screen, as usual.
2).  Updating hosts using remote install does not work.  I can browswe to a location where I have a copy of the host msi file, and select it, but when I click Process Action, I get a message "Host files not found!".  I tried this initially using a networked file location, but the error also happens with a local file.  See attached screen capture.  Remote install does work on the W11 machine.
Attached Files
Viewer 7.6.2.0 problems on Windows 7
Pauline, Support (Posts: 2881)
Oct 21, 2024 6:03:20 pm EDT
Hello Peter,

Thank you for your message.

1). Soon after starting the viewer, hovering the mouse over the icon for a host which has not yet been updated (and is not connected) at first brings up an empty tooltip. At first I thought this was permanent behaviour, but later I noticed that after maybe five or ten minutes the tooltips are then populated with the text "A newer version of the Host is available."

Thank you for the feedback - I will forward this information to our development department to see if we’re able to reproduce the issue in our environment.

2). Updating hosts using remote install does not work. I can browswe to a location where I have a copy of the host msi file, and sel ect it, but when I click Process Action, I get a message "Host files not found!". I tried this initially using a networked file location, but the error also happens with a local file.

Could you please clarify if this occurs only on the Viewer machine running Windows 7 OS? In addition, please let us know if you’re able to update remote Hosts via the Simple Update feature fr om the same Viewer?

Looking forward to your reply.
Peter Gray, User (Posts: 51)
Oct 22, 2024 6:01:35 pm EDT
Support level: Starter
Hello Pauline.

Thanks for your response.

Could you please clarify if this occurs only on the Viewer machine running Windows 7 OS?

To clarify, both the issues I described happened only on the machine with the Windows 7 OS, and not on the one with Windows 11 OS.

In addition, please let us know if you’re able to update remote Hosts via the Simple Update feature fr om the same Viewer?

I have tried Simple Update from the same viewer, to two hosts on W7 and one on W11.  In all three cases I get the same error message, screen shot attached.

I'll try the host updates from a viewer on a different W7 machine, but that will take a while, as I first need to update its viewer version.
Attached Files
Viewer 7.6.2.0 problems on Windows 7
Pauline, Support (Posts: 2881)
Oct 22, 2024 7:34:20 pm EDT
Hello Peter,

Thank you for the update.

I will forward both issues that you’ve mentioned to our developers to see if we can try and reproduce them in our environment. It looks like the flickering tooltip issue was already fixed in the two latest updates, so we will test this out additionally for Windows 7.
Please feel free to let us know if you have any questions or updates on this.

I’ll keep you posted.
Peter Gray, User (Posts: 51)
Oct 24, 2024 5:31:36 pm EDT
Support level: Starter
Hello Pauline

I'll try the host updates from a viewer on a different W7 machine, but that will take a while, as I first need to update its viewer version.

I've now updated Viewer to 7.6.2.0 on the second W7 machine.  On this one, Host update using Remote Install does work.  On comparing the Viewer files installed on the two machine, it turned out thet rutserv.exe was missing from the assets folder on the first machine.  It had been quarantined by my anti-virus, presumably during Viewer update installation.  After restoring it (and setting an exception), update using Remote Install now works on the first W7 machine.  One problem solved!

On both these W7 machines, Host update using Simple Update does not work, with the same error message mentioned in my previous post.

It looks like the flickering tooltip issue was already fixed in the two latest updates, so we will test this out additionally for Windows 7

To clarify, on neither of these W7 machined do the tooltips flicker; that problem does seem to have been cured.  It's just that they are slow to be populated with the message.
Pauline, Support (Posts: 2881)
Oct 24, 2024 8:08:19 pm EDT
Hello Peter,

I'm glad to hear that you've figured out the issue and it works for you now! Yes, rutserv.exe is a part of Viewer's installation package, which is included for updating remote Hosts and for the MSI Configurator tool as well.

On both these W7 machines, Host update using Simple Update does not work, with the same error message mentioned in my previous post.

In this case, could you please send us the latest Host installation logs for review? You can find the installation logs in the following folder: C:\ProgramData\Remote Utilities\install.log and send them to support@remoteutilities.com.

Looking forward to your reply.

* Website time zone: America/New_York (UTC -5)