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Hello,

I recently tried to upgrade v6.8 to the latest 7.6 version (to take advantage of 4K monitor support and a number of other nice enhancements), and I ran into an issue when trying to update the Host.  (Updating the Viewer on my laptop went through without a hitch.)

On the Host system, it told me the existing version needed to be uninstalled and that all of the settings would be migrated to the new version.  Great; that is the nice way of handling things <kudos!>.  

The 7.6 installer looked after doing the uninstall, and then it began the process of installing the new Host.

It got about 65%-75% through (judging by the progress bar), and then a small window popped up indicating that Setup could not finish.  The window was not physically large enough to display all of the details, but luckily all of the details were contained in the Windows Application Log.  Those details are as follows:

Remote Utilities - Host -- Error 1722.There is a problem with this Windows Installer package. A program run as part of the setup did not finish as expected. Contact your support personnel or package vendor. Action rms_set_balloon_alert, location: C:\Program Files (x86)\Remote Utilities - Host\rutserv.exe, command: -config -instalrt

This is on a Windows 7 Pro SP1 desktop system.  (Don't ask <smile>.  It is for helping a family member who has a vision issue called 'biplopia', and requires a chiseled/3D interface in order to be productive.  The modern flat interfaces of Win10/11 present some serious challenges.)

Do you have any suggestions as to how I can get the v7.6 Host to install?

Many thanks!

Brant

Hi Pauline,

Nice to "see" you again.  (You have helped me out a couple of times, over the years.)

Thanks for the link to the uninstall guide.  The steps are easy enough, but they will have to wait a bit until I have access to the remote machine.  (Right now, I am staying close to home, monitoring a sump pump that needs to run every 5 minutes.  We are experiencing some severe weather, with lots of power outages across Ontario.)

I will be back in touch again in a day or two.

Cheers,
Brant

Hi Pauline,

Your uninstall guide did the trick.  After following those steps, I was able to get the latest Host installed and running.  Thanks very much for that.

One thing I noticed right away, is the appearance of a security balloon in the lower right corner on the Host system (which also shows in the Viewer), indicating "Your computer has been connected in a remote session ...".  I have done some reading on this, and I understand that it was introduced as a security feature against bad actors who were abusing your software.  I fully appreciate the intent of the feature, and I have no problem with it fr om that perspective.

I did find this forum thread [click here] which talks about the issue, and it mentions a planned update (at the time) which would introduce a way of turning off that balloon, at least in the Viewer.  It goes on to say that is would only be possible on Hosts running Win10 2004 (20H1) or later.  Of course, my use case involves a Win7 SP1 host.

(By the way ... I am sorry that you bore the brunt of a lot of frustration from the user community.  I read a number of threads wh ere you were explaining the situation to people who were not happy.  What ever happened to "don't kill the messenger"? [smile])

As a result, I have a few follow-up questions ...

1) Was the feature to disable the balloon in the free version (even if only on the Viewer) ever introduced, and is it available in the latest version (7.6.2.0)?

2) Is it still true that the feature to disable the balloon will not work on Win7 in the free version?

3a) If the answer to #2 is that it is now supported on Win7, how do I go about that?

3b) If the answer to #2 is to confirm that Win7 does not support it, what about a paid license?  In other words, if I purchase a license, would I then be able to turn it off in Win7?

Many thanks for your help.

Brant