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v6.10.5 upgrade(s)

Ashley Griffin, User (Posts: 58)

Feb 18, 2019 9:52:08 am EST

Hi

Microsoft Security Essentials on the Windows 7 PC's and Symantec on the servers.  The antivirus has been the same, this was not an issue when i started to use this software about 2 years ago... so what changed in the software?

v6.10.5 upgrade(s)

Ashley Griffin, User (Posts: 58)

Feb 17, 2019 8:50:22 pm EST

UPDATE
I have also selected another host (v6.10.3 i believe) then selected "Simple Update" which resulted in it removing the Remote Utitlies - Host from the services and that was it, so its "update" was to just remove the service then finish.  We left it for 30 mins before restarting the PC, it had removed the service in about 1 min, thn did nothing after that).

We removed the software through Add/Remove, restarted then re-installed the client again.... not graceful at all.

This happened in the past round of updates, so it appears the updating system is broken, how do you suggest we update working hosts to result in a working host after?

The last time i did this, i lost 10 hours of work and about 300 miles of driving to visit clients to re-install the software manually (i cant bill the client for any of that time)..
Edited:Ashley Griffin - Feb 17, 2019 8:54:17 pm EST

v6.10.5 upgrade(s)

Ashley Griffin, User (Posts: 58)

Feb 17, 2019 8:16:32 pm EST

Hi, after the last round of (VERY) failed updates which resulted in odd installs and upgrades just failing resulting in nothing installed, i am resisting upgrading to this version without full testing.

I have upgraded the onsite server and viewer.  I have just installed a new host on a new Windows 7 64bit PC, it installs ok, can be seen by the viewer, however after restarting the windows 7 PC the service (Remote Utilities - Host) never starts, tying to start it manually gets the error "Error 1053: The service did not respond to the start or control request in a timely fashion"

It was set to Auto and didnt start, trying to manually start it results in the above.  This was happening to both this version (6.10.5) and v6.10.3), so whats going on here?

I have another service in the field that i bet will do the same once its restarted, how is this debugged?

Unable to login to host, since updating viewer & host (Access denied)

Ashley Griffin, User (Posts: 58)

Jan 17, 2019 7:25:00 pm EST

Hi Conrad

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.

Unable to login to host, since updating viewer & host (Access denied)

Ashley Griffin, User (Posts: 58)

Jan 17, 2019 3:25:56 pm EST

Hi Conrad

Although i would like to re-produce this issue, there are a number of issues trying to do this:

- Everything RU is installed on is LIVE and at least an hours drive, if i play and it breaks there are some large bills and travel time involved (and client meetings asked why i have to drive to there site).
- Clearly what ever happened was connected to the "old" install (that was working), however since then i have upgraded the RU local server and RU local viewer, it might have been the new version had the new viewer but an old server (if that has anything to do with it).

I upgraded the viewer then started upgrading the clients (via the MSI method), however the server was still old (2.6?) so that might have done it, once i saw things were not coming back online, i checked the server to see you had upgraded that, so i then did an RU server upgrade as well, then set a plan to try and fix all the failed updates.

We spent about 8-10 hours, mostly due to slow internet and methods of having to gain access to the PCs they were running it.

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.

Unable to login to host, since updating viewer & host (Access denied)

Ashley Griffin, User (Posts: 58)

Jan 17, 2019 3:10:26 pm EST

To confirm jasoncollege24, although my issues appear slightly different the basis are, ive had to manually re-install the host again, after trying to remote update from the past already working install.  Its either almost completed the install then failed (removed the host, then installed the viewer ON A SERVER for no reason at all), or has broken totally with no connection.

In all cases ive had to console in (either standing in front of, or using Windows remote desktop, or VMWare vSphere) to gain access to the console of the machine running the host to remove / reinstall / restart something, i believe i had 1 upgrade, but even that needed a restart (it was on the same LAN as the local RU server).

I have to drive out to visit a remote PC (tonight) before i do some server migrations as its gone offline, about 2-2.5 hour round trip that should not be needed.  This one i bet has the viewer installed instead of the host.... will update once i find out.

Unable to login to host, since updating viewer & host (Access denied)

Ashley Griffin, User (Posts: 58)

Jan 17, 2019 10:47:38 am EST

UPDATE

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".....

The legacy keyboard does appear to have fixed the VMWare vSphere issue.

Unable to login to host, since updating viewer & host (Access denied)

Ashley Griffin, User (Posts: 58)

Jan 17, 2019 9:41:48 am EST

Hi Conrad

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.

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?)

Unable to login to host, since updating viewer & host (Access denied)

Ashley Griffin, User (Posts: 58)

Jan 16, 2019 11:49:58 pm EST

Ive spent about 5 hours tonight trying to resolve what was supposed to be a "simple" upgrade, clearly this "major re-write" has some "major bugs", heres my findings so far..

- Some endpoints MUST have a restart, they either say online but cant connect or "logging in" and nothing more, a restart seems to fix that (it means getting to the machine locally to do the restart), so clearly the "upgrade" didnt fully complete.

- Some go offline, so far i have found it removed the "host" and installed a "viewer" only, i didnt ask it to do this, however the "upgrade" did... thats again another visit to the hose, remove the viewer then install the host (again).

= Not sure what they did to the keyboard, but i can no longer type in ANY VMWare console (vSphere client), they numbers work (top row) but the letters do not, again this was working fine in the past version, so what was changed to break VMWare vSphere client typing (which is 90% the reason i use this, its on a machien onsite that has vSphere or vCenter install to log in to 20 servers, now i cant log in to any of them as i cant type in to vSphere (even after restarts).

Getting to the point i might have to roll EVERYTHING back to an older version or look for a new RMM if its not fixed fairly fast.

Unable to login to host, since updating viewer & host (Access denied)

Ashley Griffin, User (Posts: 58)

Jan 16, 2019 8:58:39 pm EST

Same issue here, the latest version has created hell with the updates, some going ok, most going offline needing trips to sites, some many hours away.

Ive had "logging in", and "offline" looking like the machine rebooted.  It appears kinda random, leaving it a few hours sometimes they re-appear.

I did one on the same LAN as the server, of course that went NO PROBLEMS, the remote PC / servers, seem super random if they will work, some have upgraded showing they still need updating....

I have never seen this kinda issue until this latest version.
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