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failed to update the remote host to version 6.10.10.0 remotely

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Fish Zhan, User (Posts: 4)

Jul 14, 2019 11:00:46 pm EDT

I got a notify this morning that ask me to update Remote Utilities viewer & host to the latest version. I try to use "Simple update..." to upgrade these Windows server 2003.

I found that all of them are failed to update remotely, and the service "Remote Utilities - Host" disappeared, and I can't start "Remote Utilities - Host" > "Start Host" in Start Menu manually. So I uninstall and re-install it on-site and everything work fine finally.

Pauline, Support (Posts: 2870)

Jul 15, 2019 12:17:10 pm EDT

Hello,

Thank you for your message.

Could you please clarify what version of Remote Utilities was used before you tried to update it to 6.10.10.0? Also, could you please clarify if there's any antivirus software running on the machines where the issue occurred?

Looking forward to your reply.

Fish Zhan, User (Posts: 4)

Jul 15, 2019 10:04:12 pm EDT

Support level: Free or trial

I upgraded from the previous version (6.10.9.0) of Remote Utilities, and the AV we used on our remote servers is ESET Endpoint Antivirus version 6.6.2078.5.

failed to update the remote host to version 6.10.10.0 remotely - 15 Jul 2019 10:03:17

When I install Remote Utilities - Host on remote server on site, I don't see any response from ESET AV and I had checked the log files of ESET AV, there is nothing special in it (even in HIPS or Blocked files logs).

p.s. I always turn off the Web access protection feature of ESET Endpoint Antivirus, because these servers run Prinect MetaDimension 7.5.1, a RIP system from Heidelberger Druckmaschinen AG.

Edited:Fish Zhan - Jul 15, 2019 10:05:58 pm EDT

Pauline, Support (Posts: 2870)

Jul 16, 2019 6:10:19 pm EDT

Hello,

Thank you for the provided details.

Perhaps, the registry key of the service was indeed corrupted or deleted by antivirus software for some reason. This is a common scenario when the antivirus software doesn't care much about whether their detections are right or by mistake.

However, I highly recommend that you add the Host installation folder to antivirus software exceptions list to avoid future problems in this regard.

Let me know if you have more questions.

Fish Zhan, User (Posts: 4)

Jul 16, 2019 8:42:12 pm EDT

Support level: Free or trial

Thank you for your close cooperation with us in this matter :)

Pauline, Support (Posts: 2870)

Jul 17, 2019 12:03:13 pm EDT

Hello,

We're glad to hear we could help you!

Please feel free to contact us if you have more questions.

Roel Kooyman, User (Posts: 3)

Jan 10, 2020 2:53:46 am EST

Support level: Free or trial

Hi,

For some reason we can't update our hosts on a windows server 2012 externally.
It keeps telling me the installation can't be finished.

failed to update the remote host to version 6.10.10.0 remotely - 10 Jan 2020 02:53:28

Pauline, Support (Posts: 2870)

Jan 10, 2020 11:25:18 am EST

Hello Roel,

Thank you for your message.

Could you please clarify what version of the Remote Utilities was used prior to the update? Also, please let us know if the Viewer is updated to the latest version (as of this writing it's 6.10.10.0)?

In addition, please clarify if you're able to establish a connection to the remote Host machine you're trying to update? If it's possible, could you please also clarify what connection method is used - Direct connection or Internet-ID connection?

Looking forward to your reply.

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