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Updating portable viewer from 6.10 to 7.x and other bits of info neede
Links used in this discussion
Links used in this discussion
- https://www.remoteutilities.com/support/docs/updating-remote-utilities/#Updating_Portable_Viewer
- https://www.remoteutilities.com/support/kb/how-do-i-migrate-ru-server-self-hosted-server-to-another-pc/#
- https://www.remoteutilities.com/support/docs/about-msi-configurator/#Step_4:_Settings_update
- https://www.remoteutilities.com/support/docs/installing-and-uninstalling/
- https://www.remoteutilities.com/support/tickets/
- https://www.remoteutilities.com/support/forums/forum5/1767-new-v7.0.0.1-eset-antivirus-warning-win32_remoteutilities.d.gen
- https://www.remoteutilities.com/download/
- https://www.remoteutilities.com/support/docs/about-msi-configurator/#Step_1:_Specifying_how_the_configuration_process_should_proceed
- https://www.remoteutilities.com/support/kb/host-service-won-t-start/#How_to_export_Windows_System_Events_log_(Windows_10)
Pauline, Support (Posts: 2815)
Mar 31, 2021 10:06:49 am EDT
Hello,
Thank you for the update on this.
Seems like something might have interrupted the updating process. Could you please provide us the Host installation log file for examination? You can locate the installation log in the following directory: C:\ProgramData\Remote Utilities\install.log and send it to support@remoteutilities.com, so I will forward it to our developers along with the issue description and ask for their input on this.
Looking forward to your reply.
Thank you for the update on this.
Seems like something might have interrupted the updating process. Could you please provide us the Host installation log file for examination? You can locate the installation log in the following directory: C:\ProgramData\Remote Utilities\install.log and send it to support@remoteutilities.com, so I will forward it to our developers along with the issue description and ask for their input on this.
Looking forward to your reply.
cosmos, User (Posts: 74)
Mar 31, 2021 3:20:13 pm EDT
Support level: Site
I'll have to reproduce this issue, since I've reverted to 6.10 on that system. Will try again over the coming days, but gathering data and reporting is seriously taxing my time...
Pauline, Support (Posts: 2815)
Mar 31, 2021 3:57:02 pm EDT
Hello,
Please note that if you haven't specifically deleted the contents of the folder C:\ProgramData\Remote Utilities\ (it's not necessary to remove this folder for complete uninstallation and it's not listed in our Full Uninstallation Guide), then the installation log file install.log should still be located in this folder (for example, I still have an install.log file with entries since 2019 in this folder). This file already contains information about the previous update attempt, so it might help us to identify the issue without reproducing it on your side once again. If you're able to locate the installation log file, then you can send it to our email or create a ticket in our Ticket System and attach it there.
In case if the content of this folder were deleted when reverting Host to version 6.10, then please feel free to send us the installation log if you're able to reproduce the issue.
Hope that helps.
Please note that if you haven't specifically deleted the contents of the folder C:\ProgramData\Remote Utilities\ (it's not necessary to remove this folder for complete uninstallation and it's not listed in our Full Uninstallation Guide), then the installation log file install.log should still be located in this folder (for example, I still have an install.log file with entries since 2019 in this folder). This file already contains information about the previous update attempt, so it might help us to identify the issue without reproducing it on your side once again. If you're able to locate the installation log file, then you can send it to our email or create a ticket in our Ticket System and attach it there.
In case if the content of this folder were deleted when reverting Host to version 6.10, then please feel free to send us the installation log if you're able to reproduce the issue.
Hope that helps.
cosmos, User (Posts: 74)
Apr 01, 2021 1:55:11 am EDT
Support level: Site
The install.log was still there:
26-03-2021_12:48:03#T:SilentInstall: installation 69110I tried to upgrade on March 31st. Antivirus running is ESET Endpoint Security 8, centrally managed, with its own firewall module disabled (the Windows 10 firewall is enabled). No security-related events were logged on the same day or today.
26-03-2021_12:48:03#T:SilentInstall: NTSetPrivilege:SE_DEBUG_NAME:false. OK
26-03-2021_12:48:03#T:SilentInstall: OpenService: service not found. OK
26-03-2021_12:48:03#T:SilentInstall: CreateService. OK
26-03-2021_12:48:03#T:SilentInstall: finished
31-03-2021_12:36:03#T:SilentInstall: uninstallation 69110
31-03-2021_12:36:03#T:SilentInstall: NTSetPrivilege:SE_DEBUG_NAME:false. OK
31-03-2021_12:36:03#T:SilentInstall: service found, removing
31-03-2021_12:36:05#T:SilentInstall: installation 70003
31-03-2021_12:36:05#T:SilentInstall: NTSetPrivilege:SE_DEBUG_NAME:false. OK
31-03-2021_12:36:05#T:SilentInstall: service found, removing
31-03-2021_12:36:06#T:SilentInstall: finished
31-03-2021_12:50:34#T:SilentInstall: uninstallation 70003
31-03-2021_12:50:34#T:SilentInstall: NTSetPrivilege:SE_DEBUG_NAME:false. OK
31-03-2021_12:50:34#T:SilentInstall: OpenService: service not found. OK
31-03-2021_12:50:34#T:SilentInstall: finished
31-03-2021_12:51:31#T:SilentInstall: installation 69110
31-03-2021_12:51:31#T:SilentInstall: NTSetPrivilege:SE_DEBUG_NAME:false. OK
31-03-2021_12:51:31#T:SilentInstall: OpenService: service not found. OK
31-03-2021_12:51:31#T:SilentInstall: CreateService. OK
31-03-2021_12:51:31#T:SilentInstall: finished
Pauline, Support (Posts: 2815)
Apr 01, 2021 9:38:04 am EDT
Hello,
Thank you for the provided log.
It seems like the issue might have been caused by ESET's activity as their antivirus currently detects and removes our custom Host/Agent packages by blocking our current signature. Here's a related thread on this. We're currently discussing this with the ESET team in order to resolve the issue as soon as possible.
In order to confirm the above, please try using a vanilla MSI Host package downloaded from our website, specify it as your MSI package in the Remote Install Tool and see if remote Host is updated properly this way.
Please let me know if this worked for you.
Thank you for the provided log.
It seems like the issue might have been caused by ESET's activity as their antivirus currently detects and removes our custom Host/Agent packages by blocking our current signature. Here's a related thread on this. We're currently discussing this with the ESET team in order to resolve the issue as soon as possible.
In order to confirm the above, please try using a vanilla MSI Host package downloaded from our website, specify it as your MSI package in the Remote Install Tool and see if remote Host is updated properly this way.
Please let me know if this worked for you.
Fritz Hurst, User (Posts: 5)
Apr 01, 2021 12:59:23 pm EDT
Support level: Free or trial
After upgrading to portable Remote Viewer7.0.0.3 (or when installing fresh) the connections from one of my laptops is not working. It times out and then retries multiple times.
I was able to connect when unzipping version 6 to another directory - but after it connects it notifies me that the license is expired. Since the version 7 license I have (I did not have a version 6 license) doesn't work I was stuck.
I then tried copying all of the version 6 files into the version 7 directory and it now allows me to connect again. Not all my hosts have been updated to the Version 7 host. I am able to connect to both version 6 and 7 hosts and both seem to work using the Version 6 portable viewer.
So it seems the issue is with the Version 7 viewer on this one specific laptop. Any thoughts?
Here is the log from the connection tries:
01-04-2021__16:53:42__795 InetConnection to internet-id server #698173 Error. Name: "MyRemotePC", host: "id70.remoteutilities.com:5655". Exception class: "EIdConnectTimeout". Message: "Connect timed out.".
01-04-2021__16:53:42__797 InetConnection #698173. Method "Connect" - OK. MyRemotePC connected to ID server: id70.remoteutilities.com.
01-04-2021__16:53:42__877 InetConnection #698173. Socket error. Name: "MyRemotePC", host: "id70.remoteutilities.com:443". Exception class: "EIdConnClosedGracefully". Message: "Connection Closed Gracefully.".
01-04-2021__16:53:42__877 Connection #698173. Connection to "MyRemotePC" failed. Mode: <Authorization>.
01-04-2021__16:53:42__877 Context #698173 removed. Mode: <Authorization>.
01-04-2021__16:53:43__437 Check ID Connection to internet-id error. Host: "id70.remoteutilities.com:5655". Exception class: "EIdConnectTimeout". Message: "Connect timed out.".
01-04-2021__16:53:43__519 Check ID Connection. Exit: "id70.remoteutilities.com:443".
01-04-2021__16:53:45__919 Connection #472429. Connection to "MyRemotePC". Mode: <Authorization>. Connecting...
01-04-2021__16:53:45__919 InetConnection #472429. Internet connection to MyRemotePC (id70.remoteutilities.com:5655).
01-04-2021__16:53:55__921 InetConnection to internet-id server #472429 Error. Name: "MyRemotePC", host: "id70.remoteutilities.com:5655". Exception class: "EIdConnectTimeout". Message: "Connect timed out.".
01-04-2021__16:53:55__923 InetConnection #472429. Method "Connect" - OK. MyRemotePC connected to ID server: id70.remoteutilities.com.
01-04-2021__16:53:56__002 InetConnection #472429. Socket error. Name: "MyRemotePC", host: "id70.remoteutilities.com:443". Exception class: "EIdConnClosedGracefully". Message: "Connection Closed Gracefully.".
01-04-2021__16:53:56__002 Connection #472429. Connection to "MyRemotePC" failed. Mode: <Authorization>.
01-04-2021__16:53:56__002 Context #472429 removed. Mode: <Authorization>.
01-04-2021__16:53:59__012 Connection #865377. Connection to "MyRemotePC". Mode: <Authorization>. Connecting...
01-04-2021__16:53:59__013 InetConnection #865377. Internet connection to MyRemotePC (id70.remoteutilities.com:5655).
01-04-2021__16:54:09__013 InetConnection to internet-id server #865377 Error. Name: "MyRemotePC", host: "id70.remoteutilities.com:5655". Exception class: "EIdConnectTimeout". Message: "Connect timed out.".
01-04-2021__16:54:09__014 InetConnection #865377. Method "Connect" - OK. MyRemotePC connected to ID server: id70.remoteutilities.com.
01-04-2021__16:54:09__094 InetConnection #865377. Socket error. Name: "MyRemotePC", host: "id70.remoteutilities.com:443". Exception class: "EIdConnClosedGracefully". Message: "Connection Closed Gracefully.".
01-04-2021__16:54:09__095 Connection #865377. Connection to "MyRemotePC" failed. Mode: <Authorization>.
01-04-2021__16:54:09__095 Context #865377 removed. Mode: <Authorization>.
01-04-2021__16:54:33__445 Check ID Connection. Connecting...: "id70.remoteutilities.com:5655".
01-04-2021__16:54:43__449 Check ID Connection to internet-id error. Host: "id70.remoteutilities.com:5655". Exception class: "EIdConnectTimeout". Message: "Connect timed out.".
01-04-2021__16:54:43__529 Check ID Connection. Exit: "id70.remoteutilities.com:443".
01-04-2021__16:54:49__139 Closing.
I was able to connect when unzipping version 6 to another directory - but after it connects it notifies me that the license is expired. Since the version 7 license I have (I did not have a version 6 license) doesn't work I was stuck.
I then tried copying all of the version 6 files into the version 7 directory and it now allows me to connect again. Not all my hosts have been updated to the Version 7 host. I am able to connect to both version 6 and 7 hosts and both seem to work using the Version 6 portable viewer.
So it seems the issue is with the Version 7 viewer on this one specific laptop. Any thoughts?
Here is the log from the connection tries:
01-04-2021__16:53:42__795 InetConnection to internet-id server #698173 Error. Name: "MyRemotePC", host: "id70.remoteutilities.com:5655". Exception class: "EIdConnectTimeout". Message: "Connect timed out.".
01-04-2021__16:53:42__797 InetConnection #698173. Method "Connect" - OK. MyRemotePC connected to ID server: id70.remoteutilities.com.
01-04-2021__16:53:42__877 InetConnection #698173. Socket error. Name: "MyRemotePC", host: "id70.remoteutilities.com:443". Exception class: "EIdConnClosedGracefully". Message: "Connection Closed Gracefully.".
01-04-2021__16:53:42__877 Connection #698173. Connection to "MyRemotePC" failed. Mode: <Authorization>.
01-04-2021__16:53:42__877 Context #698173 removed. Mode: <Authorization>.
01-04-2021__16:53:43__437 Check ID Connection to internet-id error. Host: "id70.remoteutilities.com:5655". Exception class: "EIdConnectTimeout". Message: "Connect timed out.".
01-04-2021__16:53:43__519 Check ID Connection. Exit: "id70.remoteutilities.com:443".
01-04-2021__16:53:45__919 Connection #472429. Connection to "MyRemotePC". Mode: <Authorization>. Connecting...
01-04-2021__16:53:45__919 InetConnection #472429. Internet connection to MyRemotePC (id70.remoteutilities.com:5655).
01-04-2021__16:53:55__921 InetConnection to internet-id server #472429 Error. Name: "MyRemotePC", host: "id70.remoteutilities.com:5655". Exception class: "EIdConnectTimeout". Message: "Connect timed out.".
01-04-2021__16:53:55__923 InetConnection #472429. Method "Connect" - OK. MyRemotePC connected to ID server: id70.remoteutilities.com.
01-04-2021__16:53:56__002 InetConnection #472429. Socket error. Name: "MyRemotePC", host: "id70.remoteutilities.com:443". Exception class: "EIdConnClosedGracefully". Message: "Connection Closed Gracefully.".
01-04-2021__16:53:56__002 Connection #472429. Connection to "MyRemotePC" failed. Mode: <Authorization>.
01-04-2021__16:53:56__002 Context #472429 removed. Mode: <Authorization>.
01-04-2021__16:53:59__012 Connection #865377. Connection to "MyRemotePC". Mode: <Authorization>. Connecting...
01-04-2021__16:53:59__013 InetConnection #865377. Internet connection to MyRemotePC (id70.remoteutilities.com:5655).
01-04-2021__16:54:09__013 InetConnection to internet-id server #865377 Error. Name: "MyRemotePC", host: "id70.remoteutilities.com:5655". Exception class: "EIdConnectTimeout". Message: "Connect timed out.".
01-04-2021__16:54:09__014 InetConnection #865377. Method "Connect" - OK. MyRemotePC connected to ID server: id70.remoteutilities.com.
01-04-2021__16:54:09__094 InetConnection #865377. Socket error. Name: "MyRemotePC", host: "id70.remoteutilities.com:443". Exception class: "EIdConnClosedGracefully". Message: "Connection Closed Gracefully.".
01-04-2021__16:54:09__095 Connection #865377. Connection to "MyRemotePC" failed. Mode: <Authorization>.
01-04-2021__16:54:09__095 Context #865377 removed. Mode: <Authorization>.
01-04-2021__16:54:33__445 Check ID Connection. Connecting...: "id70.remoteutilities.com:5655".
01-04-2021__16:54:43__449 Check ID Connection to internet-id error. Host: "id70.remoteutilities.com:5655". Exception class: "EIdConnectTimeout". Message: "Connect timed out.".
01-04-2021__16:54:43__529 Check ID Connection. Exit: "id70.remoteutilities.com:443".
01-04-2021__16:54:49__139 Closing.
Edited:Fritz Hurst - Apr 01, 2021 1:01:27 pm EDT
Pauline, Support (Posts: 2815)
Apr 01, 2021 6:31:48 pm EDT
Hello Fritz,
Thank you for your message.
Unfortunately, we couldn't reproduce the issue. Could you please let me know if you were not able to connect to all Hosts in your address book when the issue occurred on your Viewer or only to one of them?
Looking forward to your reply.
Thank you for your message.
Unfortunately, we couldn't reproduce the issue. Could you please let me know if you were not able to connect to all Hosts in your address book when the issue occurred on your Viewer or only to one of them?
Looking forward to your reply.
Fritz Hurst, User (Posts: 5)
Apr 01, 2021 6:55:16 pm EDT
Support level: Free or trial
When using viewer7.0.0.3.portable on my work laptop and on another work desktop I am NOT able to connect to any of my 5 hosts.
When using viewer6.10.portable (Version 6.10.10.0) on my work laptop I AM able to connect to all of my hosts - both those that have been updated to Host Version 7 and those still on Host Version 6.
I AM able to connect to all hosts using the installed (not portable) Version 7 on my personal laptop here at work and when using viewer7.0.0.3.portable on a VM in our data center. So I don't think it is a firewall issue with our corporate firewall.
I have host installed on 5 desktops at home that I am trying to access.
The config_4.xml and connections_4.xml files are the same in both directories (version 6 and 7).
I also tried a clean unzip to a new directory for Version 7 and tried to create a new connection from scratch. No luck.
No sure if there is any additional logging I can provide?
When using viewer6.10.portable (Version 6.10.10.0) on my work laptop I AM able to connect to all of my hosts - both those that have been updated to Host Version 7 and those still on Host Version 6.
I AM able to connect to all hosts using the installed (not portable) Version 7 on my personal laptop here at work and when using viewer7.0.0.3.portable on a VM in our data center. So I don't think it is a firewall issue with our corporate firewall.
I have host installed on 5 desktops at home that I am trying to access.
The config_4.xml and connections_4.xml files are the same in both directories (version 6 and 7).
I also tried a clean unzip to a new directory for Version 7 and tried to create a new connection from scratch. No luck.
No sure if there is any additional logging I can provide?
Pauline, Support (Posts: 2815)
Apr 02, 2021 4:50:09 pm EDT
Hello Fritz,
Thank you for the detailed clarification.
One more question - is there any antivirus/security software running on this specific laptop?
Looking forward to your reply.
Thank you for the detailed clarification.
One more question - is there any antivirus/security software running on this specific laptop?
Looking forward to your reply.
Fritz Hurst, User (Posts: 5)
Apr 02, 2021 5:16:49 pm EDT
Support level: Free or trial
We use SentinelOne as our antivirus/security software.
It is running on my laptop, desktop and the VM I am using with the same configuration rules.
I will not be able to make or request any changes to SentinelOne and don't have admin rights to install or uninstall any software. That is why I am using the portable viewer.
All are running Windows 10 Enterprise Version 1803 Build 17134.2087
viewer7.0.0.3.portable does not work on the laptop or desktop. It works fine on the VM.
I have also looked at the html logs on the host. It does look like the viewer is trying to connect multiple times (one entry for each retry). It is showing a code: 116 with an IP of 165.225.48.73 or .70 or .109
It is running on my laptop, desktop and the VM I am using with the same configuration rules.
I will not be able to make or request any changes to SentinelOne and don't have admin rights to install or uninstall any software. That is why I am using the portable viewer.
All are running Windows 10 Enterprise Version 1803 Build 17134.2087
viewer7.0.0.3.portable does not work on the laptop or desktop. It works fine on the VM.
I have also looked at the html logs on the host. It does look like the viewer is trying to connect multiple times (one entry for each retry). It is showing a code: 116 with an IP of 165.225.48.73 or .70 or .109
Edited:Fritz Hurst - Apr 02, 2021 5:45:52 pm EDT
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