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Upgrade issue (Simple update)

Ashley Griffin, User (Posts: 61)

Mar 27, 2019 12:30:05 am EDT

There is contents in the directory, but it doesnt look complete (see below)....  It does not show up in the viewer as thats the issue, it updates then goes off line and never returns, this is the first time ive been able to look at one as normally i just re-install.

 Volume in drive C is SYSTEM
Volume Serial Number is 1FB4-1010

Directory of C:\Program Files (x86)\Remote Utilities - Host

27/03/2019  12:28 AM    <DIR>          .
27/03/2019  12:28 AM    <DIR>          ..
16/01/2019  03:17 PM            56,560 Arabic.lg
16/01/2019  03:19 PM            42,572 Chinese Simplified.lg
16/01/2019  03:20 PM            42,834 Chinese Traditional.lg
16/01/2019  03:17 PM            60,644 Czech.lg
16/01/2019  03:17 PM            60,716 Danish.lg
16/01/2019  03:18 PM            62,768 Dutch.lg
31/12/2018  08:50 PM            60,940 English.lg
26/12/2018  03:09 PM            72,248 EULA.rtf
16/01/2019  03:16 PM            64,774 French.lg
16/01/2019  03:17 PM            63,294 German.lg
16/01/2019  03:17 PM            53,782 Hebrew.lg
16/01/2019  03:18 PM            63,348 Italian.lg
16/01/2019  03:18 PM            48,294 Japanese.lg
16/01/2019  03:18 PM            46,582 Korean.lg
25/12/2018  04:26 AM         1,377,760 libeay32.dll
27/03/2019  12:28 AM                 0 list.txt
06/03/2019  08:53 PM    <DIR>          Logs
12/03/2019  12:57 PM    <DIR>          Monitor
16/01/2019  03:18 PM            59,808 Norwegian.lg
16/01/2019  03:19 PM            61,336 Polish.lg
16/01/2019  03:20 PM            62,808 Portuguese, Brazilian.lg
16/01/2019  03:19 PM            63,146 Portuguese.lg
12/03/2019  12:57 PM    <DIR>          Printer
06/02/2019  04:40 PM         6,574,048 rfusclient.exe
06/02/2019  04:40 PM        12,872,160 rutserv.exe
16/01/2019  03:17 PM            63,484 Spanish.lg
25/12/2018  04:26 AM           346,080 ssleay32.dll
16/01/2019  03:19 PM            59,964 Swedish.lg
16/01/2019  03:19 PM            61,026 Turkish.lg
25/12/2018  04:27 AM           390,112 vp8decoder.dll
25/12/2018  04:27 AM         1,641,952 vp8encoder.dll
25/12/2018  04:27 AM           267,232 webmmux.dll
25/12/2018  04:27 AM           374,752 webmvorbisdecoder.dll
25/12/2018  04:27 AM           881,632 webmvorbisencoder.dll
             31 File(s)     25,956,656 bytes
              5 Dir(s)  26,169,860,096 bytes free

Upgrade issue (Simple update)

Ashley Griffin, User (Posts: 61)

Mar 26, 2019 11:46:04 am EDT

How do i recover the host of this "lost" install?  is it all installed or now a failed upgrade that needs to be re-installed?

Upgrade issue (Simple update)

Ashley Griffin, User (Posts: 61)

Mar 26, 2019 1:30:48 am EDT

Hi

Ive posted about this before, however this time i have a desktop i can get the logs from....

Viewer and server hosted locally (6.10.5.0)
Client was out of date, so used "simple update"
Resulted in the client never loading again, the folder is in the Program Files location but appears the program has gone.

So what log files do you want to work out what happened?  i have a number of clients to do, however i dont want to be driving for hours when the client goes off line like this one has .

This is about the 4-5th time this has happened, however this time i have the PC in the bench (currently)

v6.10.5 upgrade(s)

Ashley Griffin, User (Posts: 61)

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: 61)

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: 61)

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: 61)

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: 61)

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: 61)

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: 61)

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.
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