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"Fatal Error" on update Host to version 7.0.0.3

Peter Gray, User (Posts: 48)

Mar 28, 2021 4:07:39 pm EDT

On all the machines where I have updated the Host to v 7.0.0.3 from 7.0.0.2 or 7.0.0.1, using remote install with Remote Utilities security, the host pops up an error message

"Fatal Error" on update Host to version 7.0.0.3 - 28 Mar 2021 03:58:31

However, the update seems to complete, and I can connect to the host afterwards. In the icon tray I then find two red and one blue host icons. The blue and one red one disappear if I mouse over them, the second red is the active connection. So it looks as if the error was not really fatal, and the remote install had a second try. In all the cases I have checked, the file was present after the update.
All the hosts were on Windows 7 except one which was on XP
This error did not happen when I updated a 6.10. beta 4 host to 7.0.0.3.

Peter Gray, User (Posts: 48)

Mar 28, 2021 5:37:48 pm EDT

Support level: Starter

Further info: Just updated another XP Host. This time I had not already connected to it with the Viewer before doing the update, and no user was logged onto it. I still got the error popup, but the thing with three Host icons did not happen. Just the one there after I had connected and logged in as a user.

Michał Kokociński, User (Posts: 8)

Mar 29, 2021 2:35:21 am EDT

Support level: Starter

Hello
I have the same issue on WIN 7 machines. On WIN 10 there is no problem. Update from 7.0.0.2

Pauline, Support (Posts: 2832)

Mar 29, 2021 2:37:21 pm EDT

Hello Peter and Michał,

Thank you for letting us know.

We will test this out to see if we can reproduce the issue and implement a fix for it. Sorry for the inconvenience.

I will keep you updated on the issue.

Pauline, Support (Posts: 2832)

Mar 29, 2021 3:43:48 pm EDT

Hello Peter and Michał,

Thank you for your patience.

Unfortunately, we couldn't reproduce the issue with the "Fatal error" message appearing after updating Host to version 7.0.0.3. However, we've reproduced the behavior with three Host icons in the system tray that Peter have mentioned. Could you please provide us the Installation log files from the remote Hosts that you were updating? The installation logs can be located in the following folder: C:\ProgramData\Remote Utilities\install.log. You can send the log files to support@remoteutilities.com. I'll forward the installation logs to our developers for examination.

Looking forward to your reply.

Michał Kokociński, User (Posts: 8)

Mar 29, 2021 3:49:42 pm EDT

Support level: Starter

Hello
This log is very short for today installation so I paste it below:

29-03-2021_08:11:43#T:Installation is started #1
29-03-2021_08:11:46#T:Installation is started #2
29-03-2021_08:11:46#T:Uninstalling old version...
29-03-2021_08:11:46#T:Product code: {305B0369-6108-4910-BDFF-FE56F88634AE}
29-03-2021_08:11:56#T:msiexec exit code: 0
29-03-2021_08:11:57#T:Uninstallation successfully completed
29-03-2021_08:11:59#T:Installing...
29-03-2021_08:11:59#T:MSI file: C:\Windows\Temp\RUT_{E1D25E97-B942-4F4A-801F-769E789F924B}\installer.msi
29-03-2021_08:12:06#T:SilentInstall: installation 70003
29-03-2021_08:12:06#T:SilentInstall: NTSetPrivilege:SE_DEBUG_NAME:false. OK
29-03-2021_08:12:06#T:SilentInstall: service found, removing
29-03-2021_08:12:10#T:SilentInstall: CreateService. OK
29-03-2021_08:12:10#T:SilentInstall: finished
29-03-2021_08:12:11#T:msiexec exit code: 0
29-03-2021_08:12:11#T:Installation successfully completed
29-03-2021_08:12:11#T:Installation/uninstallation is finished

Peter Gray, User (Posts: 48)

Mar 29, 2021 4:22:32 pm EDT

Support level: Starter

Hi Polina.

My installation log, for an XP machine, on 27 March:-

27-03-2021_18:19:35#T:Installation is started #1
27-03-2021_18:19:38#T:Installation is started #2
27-03-2021_18:19:38#T:Uninstalling old version...
27-03-2021_18:19:38#T:Product code: {305B0369-6108-4910-BDFF-FE56F88634AE}
27-03-2021_18:20:05#T:msiexec exit code: 0
27-03-2021_18:20:06#T:Uninstallation successfully completed
27-03-2021_18:20:07#T:Installing...
27-03-2021_18:20:07#T:MSI file: C:\RemoteHostInstall70002(27-03-2021-18-19-17)\host7.0.0.3.msi
27-03-2021_18:20:45#T:SilentInstall: installation 70003
27-03-2021_18:20:45#T:SilentInstall: service found, removing
27-03-2021_18:20:49#T:SilentInstall: CreateService. OK
27-03-2021_18:20:50#T:SilentInstall: finished
27-03-2021_18:20:51#T:msiexec exit code: 0
27-03-2021_18:20:51#T:Installation successfully completed
27-03-2021_18:20:51#T:Installation/uninstallation is finished

And an extract from the host log for the same period (with Internet IDs xxxxxxxxxxxxx out:-

27.03.2021---18:18:41:417 36 192.168.101.148 Access granted. Session: {959489C3-3619-4B19-AFB9-901F55D3145E}
27.03.2021---18:19:17:870 36 192.168.101.148 Access granted.
27.03.2021---18:19:17:933 55 192.168.101.148 Remote upgrade connection. Started. Mode: 0; Session: {959489C3-3619-4B19-AFB9-901F55D3145E}
27.03.2021---18:19:35:073 56 192.168.101.148 Remote upgrade connection.Closed. Session: {959489C3-3619-4B19-AFB9-901F55D3145E}
27.03.2021---18:19:56:886 34 Remote Utilities - Host 70002 is started. GMT Windows 5.1 32bit
27.03.2021---18:19:57:261 96 Relay node: OK ID: xxxxxxxxxxxxx; Port: 5655; Try count: 1
27.03.2021---18:19:59:808 96 Relay node redirect: OK. Relay redirect. To: 192.119.14.178
27.03.2021---18:20:00:198 96 Relay node: OK ID: xxxxxxxxxxxxx; Port: 5655; Try count: 1
27.03.2021---18:20:01:917 109 Fatal error. rfusclient.exe not found.
27.03.2021---18:20:52:714 34 Remote Utilities - Host 70003 is started. GMT Windows 5.1 32bit
27.03.2021---18:20:53:198 96 Relay node: OK ID: xxxxxxxxxxxxx; Port: 5655; Try count: 1
27.03.2021---18:20:54:245 96 Relay node redirect: OK. Relay redirect. To: 192.119.14.178
27.03.2021---18:20:54:636 96 Relay node: OK ID: xxxxxxxxxxxxx; Port: 5655; Try count: 1
27.03.2021---18:21:32:120 36 192.168.101.148 Access granted. Session: {959489C3-3619-4B19-AFB9-901F55D3145E}
27.03.2021---18:21:37:261 104 192.168.101.148 LogOff command. Session: {959489C3-3619-4B19-AFB9-901F55D3145E}

The host log includes the fatal error.

Hope that helps, Peter

Pauline, Support (Posts: 2832)

Mar 29, 2021 6:32:37 pm EDT

Hello Peter and Michał,

Thank you for the provided information.

I've forwarded the issue to our development department and asked on their input on this. Sorry for the inconvenience.

I'll get back to you with an update on the issue shortly.

Pauline, Support (Posts: 2832)

Apr 05, 2021 10:40:05 am EDT

Hello Peter and Michał,

Thank you for your patience.

I've checked on the issue with our development department - the "Fatal error" message was caused by a specific deinstallation issue that occurred in the 7.0.0.2 version. However, we've already implemented a quick fix for it in the subsequent version 7.0.0.3, so it shouldn't occur anymore.

Please let us know if you have any questions.

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