Matthew Cooper's community posts

We tested the beta 2 version on a small number of machines, but did not roll it out via group policy so I cannot shed add any insights here. We had issues with excessive dropouts when using the beta2 viewer and 6.10 hosts. However, we have updated our self hosted server to beta2 and that has helped enormously. So currently, our overall configuration is Self Hosted Server 2.9B2, Viewer 6.10.10, Hosts 6.10.10.

With regard to the group policy, although I cannot rule out some sort of specific GP config creating the issue, if this is cause, then it is something we are replicating as we have faced this issue across about 10 different client sites, all with completely independent GP and AD implementations.

Ondrej, can you confirm that after the initial installation, the remote access works, but fails later after the workstation is rebooted [not necessarily after the first reboot, but rather just at a future time after a reboot].
This is our issue.

Matthew

For us, I can confirm that we have never seen this issue when installing the software manually, it is only a very small number of cases when installed via group policy software installation. We have never used the remote install tool so I cannot comment on that. This makes sense though as a manual install never re-runs the installer. GP is re-running the installer each time the machine reboots, and this issue only shows up after a reboot.

My feeling is that it is something to do with the installer MSI itself, however, I am not an expert on the specifics of MSI files. We use GP software installation on dozens of sites for many peices of software and have been doing so for about 15 years now, the only one I can ever recall having issues is this one.

We have learnt to live with this problem for the moment, as long as it does not get any worse.

Matthew

Hi Ondrej

We have not been successful in eradicating this problem, it still crops up from time to time. We run dual remote access systems so if RU won't connect, we switch over and investigate.

Matthew

Hi Polina

I have resent the information through to you.

I can confirm that when I install the software from the MSI on machines that are not domain joined, I have not experienced this issue.

I can also confirm that if I install the software using the MSI via group policy on a domain joined machine that does NOT run any antivirus, I have still experienced this issue.

I have found that when the issue occurs and I perform a complete reinstall of the software, it does work. I am unsure if the problem has occurred a second time on the same machine currently.
After raising this ticket, I have created an allow rule in the webroot console that marks the remote utilities software as excluded, however, this has not solved the issue, and it has happened on another 2 systems since then. Additionally, webroot has not logged any mention of the remote utilities software that I can find, which would seem to indicate that it is not the cause of the issue.

Matthew

Thanks Polina

There is antivirus on the machines yes - Webroot Secure Anyware. I see nothing in the log for it to show that it has flagged any files or services. Also, this same antivirus is on systems that are not domain joined and have never displayed this problem.

I have sent through the information requested from a system this has happened on, except the Host log files as the system in question does not have that folder. The software is set to log into the event log.

Matthew

I have been wrestling with this and it has become more frequent as I continue to roll out the client software. I am now at the point where I need a second method of remote access on all machines to ensure I can access them.

The issue only occurs when the client is being installed fr om MSI via group policy software installation.
The installation is fine, and the system works, then randomly the service "Remote Utilities - Host" disappears from the services list. This seems to happen only on reboots as far as I can tell, and I have not been able to find anything in the event log about it at all.

Even though the service is missing, the software itself does not get uninstalled, it still exists in programs and features, and all files remain present in the Program Files directory.

Could it be some sort of issue in the MSI installer wh ere it is re-run by group policy, and fails to correctly complete, which then removes the service?

I am seeing an issue that so far appears to be random, but I am trying to resolve.

I deploy the host component to PCs in most cases via group policy. However, there are some occasions where the host will be installed on a system prior to the machine being joined to the domain.
I always deploy the host component via the same installer [msi] file.

I have just completed a setup of 15 machines, in around 10 of these installs, the RU host was installed manually prior to the joining of the machine to the domain.

What happens is that after the machine is domain joined and rebooted, group policy installs the software as normal, and the 'Remote Utilities - Host' service is removed from the service list. The software is not uninstalled, all files and shortcuts remain in place. Just the service is removed.

During this install it happened on 3 of the 15 machines, and I have seen the same behaviour many times before.

Is there a way to:
a. Find out what might create this problem
b. Re-install the service without having the completely remove the program first?

Matthew

Thanks Conrad

In my case, the entries under the address folder do shown in alphabetical order, however, the folders themselves do not.

Matthew

We use direct connections for most of our endpoints and often relay through a main server at the site to get access. When setting up the connections the first time, in the connection properties of each remote client, under Connection > Network > Connect through the host: we drop down the menu to select the main site server.  We store each client in their own folder under the main address book whcih is a central address book on a self hosted server.

This list follows no order that I can understand, so it is often difficult to find the server we are looking for.

Can we request 2 changes:

1. Can this list be in alphabetical order arranged by the folder the clients are listed in
2. Can the separator [shown as --- ClientFolder] be shown in BOLD to make it easier to read.

Thanks
Matthew

I recall seeing odd behaviors after changing settings on the server, then rebooting the machine. I know that doesn't help the troubleshooting, and I cannot remember the specifics, but I recall at one time thinking everything was ok prior to a server reboot, then permissions began to behave differently.

Matthew