Conrad Sallian's community posts

Hello,

Thank you for your message.

Unfortunately, no. The Host and Agent work under Windows and require that the remote computer boots up Windows first.

asdffdsa wrote:

done

Hello,

The log file contains a number of the following lines:
Remote Utilities - Host 70220 is started.

I believe this is when you manually started it, correct?

Could you please send us the relevant Host logs from the time when the Host was expected to start but didn’t? Here’s how to do this:

1. Restart the computer with the Host running.
2. Wait for the system to boot and all apps/services to load completely.
3. Confirm that the Host didn’t start. Navigate to the Host logs folder at:

C:\ProgramData\Remote Utilities\Logs.

5. Locate, zip, and send the most recent log for the day (e.g., rut_log_2024-11.html).

Please do not paste the log contents here in the forum, as it may contain personally identifiable information (in accordance with GDPR). Instead, attach the log file to your support ticket. We review tickets with the same priority as forum posts, so posting here will not expedite the response.

Thank you.

asdffdsa wrote:

7. click start menu, type "start host", run as administrator.
8. now, RU.Host is working again.

If you restart the Host computer after that, will the Host service start on its own? Or do you have to manually Start the Host each time after restarting the computer?

Thank you. Could you please do the following steps:

1. On one of the machines experiencing Host issues, uninstall the Host completely.
2. Open the Command Prompt and run this command:

netstat -ano | findstr :5650

This will check if the port is being used by another application.

3. Regardless of the results from step 2, reinstall the Host from scratch. After installation, check if the Host starts or fails to start, and then send us the Host log.

It seems that something is preventing the Host service from starting. If it’s not caused by antivirus software, it could be a port conflict. Is there any network application common to all the machines experiencing this issue?

Hi asdffdsa,

Could you please provide the Windows Event logs corresponding to the time when the update was applied and when the Host service failed to start? Please, zip and send via the tickets to avoid accidentally publishing personally identifiable information.

Thanks.

asdffdsa wrote:

this is happened 4 times.
please, see the attached screenshot.

host machine: windows 11 23H2, running RU 7.6.2.0

maybe i did not explain my self well, here are the steps to reproduce.


1. using RU viewer, remote into host
2. run windows 11 update assistant to update to 24H2
3. host reboots
4. using RU viewer, notice that host is offline, i  CANNOT    remote into host machine.
6. on host, cannot start service using service.msc. so i must press the windows key to display the windows start menu, type "start host", run as administrator.

We will try to reproduce the issue exactly as you describe here and let you know. Thanks!

UPD: Our Testing has informed me that they also tested it with Windows Installation Assistant method back on 15 November. But we'll test it again just to confirm.

One more question. Have you checked the integrity of the Host files in the C:\Program Files(x86)\Remote Utilities - Host installation directory. The files rutserv.exe and rfusclient.exe shoulld be there.

We understand the issue. However, we are unclear on how RU Host is directly related to the fact that the Windows update on this machine disrupts the RU Host installation. Based on our tests and the absence of similar reports from other users, this may not even be caused by the Windows update itself (at least not directly).

Please note that when the Host fails to start, the most common reasons are:

1. Security software (this accounts for 99% of cases).
2. Specific settings on the machine that prevent the Host service from starting, such as certain security policies.

Could this be due to specific security settings or antivirus software on your machine? It would also be helpful if other users could contribute to this discussion and report any similar issues with the Host running after updating to 24H2. So far there were none - and this Windows update has been around since September.

Hello,

We sent the screenshots in the ticket that you created.

to be more clear, when you remote into the host, to run windows 11 update assistant,
which type of windows user?
1. administrator
2. non-administrator

Actually, it shouldn't make any difference. Windows Update should be running under a SYSTEM account with highest privileges anyway.

Have you looked on this troubleshooting page?