 Rank: Member Joined: 6/10/2015(UTC)
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Hi, I seem to have a few clients that have been offline for a while - I had to connect in using a different method and when I tried to reinstall ScreenConnect, I get the following message:  I've tried the standard windows diagnostics, rebuilding the installer and more, but, I haven't had much luck. I thought maybe it was Antivirus related (Symantec .Cloud SMB), but, I have other clients with it and working fine. Has anyone seen this before/can anyone give any advice? Thanks Edited by user Tuesday, July 11, 2017 2:51:40 PM(UTC)
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 Rank: Administration Medals:  Joined: 3/28/2014(UTC) Posts: 2,806  Thanks: 3 times
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To be clear, do you get this behavior when attempting to execute the EXE or MSI installer? Does it behave differently if you use the other one? Also, can you generate a msiexec logfile? The syntax should be similar to: Code:
msiexec /i ScreenConnect.Client.Exe /Lv* install.log
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 Rank: Advanced Member Medals:   Joined: 2/19/2015(UTC) Posts: 262 Location: AZ Thanks: 8 times
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Originally Posted by: wil  Hi, I seem to have a few clients that have been offline for a while - I had to connect in using a different method and when I tried to reinstall ScreenConnect, I get the following message: I've tried the standard windows diagnostics, rebuilding the installer and more, but, I haven't had much luck. I thought maybe it was Antivirus related (Symantec .Cloud SMB), but, I have other clients with it and working fine. Has anyone seen this before/can anyone give any advice? Thanks At one point we always got that message on clients who had Symantec Endpoint Cloud. Running the installer again would always work. Another thing that worked better was to download the installer and then run it instead of running direct. Sometimes we had to run the installer twice and it would always work the second time around. The issue seems to have gotten better and I only see it happen a very very small percentage of the time now. I am not sure if it is newer versions of ScreenConnect or if is newer versions of the Cloud and Endpoint agents but the issue has been almost non-existent as of now. Have you tried downloading and then running it from the downloads folder?
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 Rank: Guest Joined: 8/25/2017(UTC) Posts: 1  Location: Munich
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Hi guys, i have the same issue with all my Windows 10 Pro x64 bit machines. Any workaround for me? Thanks!
Cannot install, with this log:
=== Verbose logging started: 25.08.2017 10:42:22 Build type: SHIP UNICODE 5.00.10011.00 Calling process: C:\WINDOWS\system32\msiexec.exe ===
MSI (c) (00:D8) [10:42:22:063]: Font created. Charset: Req=0, Ret=0, Font: Req=MS Shell Dlg, Ret=MS Shell Dlg
MSI (c) (00:D8) [10:42:22:063]: Font created. Charset: Req=0, Ret=0, Font: Req=MS Shell Dlg, Ret=MS Shell Dlg
MSI (c) (00:60) [10:42:22:078]: Resetting cached policy values
MSI (c) (00:60) [10:42:22:078]: Machine policy value 'Debug' is 0
MSI (c) (00:60) [10:42:22:078]: ******* RunEngine:
******* Product: ScreenConnect.Client.Exe
******* Action:
******* CommandLine: **********
MSI (c) (00:60) [10:42:22:094]: Note: 1: 2203 2: ScreenConnect.Client.Exe 3: -2147287038
MSI (c) (00:60) [10:42:22:094]: MainEngineThread is returning 2
=== Verbose logging stopped: 25.08.2017 10:42:22 ===
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Rank: Advanced Member Medals: Joined: 2/19/2015(UTC) Posts: 262 Location: AZ Thanks: 8 times
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I ran into this on a Win 10 Pro system recently. No matter what I did I was unsuccessful in getting the Access client to install. What I was able to do to get around it in a pinch was to start a Support Session and then use the Install Access option. Not sure why that worked but it did.
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Rank: Administration Medals: Joined: 3/28/2014(UTC) Posts: 2,806 Thanks: 3 times
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It's hard to say why, typically we need to see a logfile to get some more information. In the future, you can create a logfile with the following command: Code:
msiexec /i ScreenConnect.ClientSetup.exe /Lv* install.log
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Rank: Guest Joined: 7/17/2017(UTC) Posts: 3 Location: cincinnati, OH
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Tried MannyTC's option "start a Support Session and then use the Install Access option (in the "...more" menu). Unfortunately that did not work for me. I've had two computers with the client Access software installed but now the Access software will not install with exe or msi.
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Rank: Administration Medals:  Joined: 10/2/2015(UTC)
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Originally Posted by: stevechrisman Tried MannyTC's option "start a Support Session and then use the Install Access option (in the "...more" menu). Unfortunately that did not work for me. I've had two computers with the client Access software installed but now the Access software will not install with exe or msi. Can you run the msi install using the following command to generate an install log (you might need to change the filename): Code:msiexec /i ScreenConnect.ClientSetup.msi /Lv* install.log
Edited by user Sunday, January 28, 2018 5:23:36 PM(UTC)
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Rank: Guest Joined: 7/17/2017(UTC) Posts: 3 Location: cincinnati, OH
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I get the same popup diaglog as MannyTC shows in original post. Here is the log result.
=== Verbose logging started: 29/01/2018 10:01:40 Build type: SHIP UNICODE 5.00.10011.00 Calling process: C:\WINDOWS\system32\msiexec.exe ===
MSI (c) (A0:DC) [10:01:40:899]: Font created. Charset: Req=0, Ret=0, Font: Req=MS Shell Dlg, Ret=MS Shell Dlg
MSI (c) (A0:DC) [10:01:40:900]: Font created. Charset: Req=0, Ret=0, Font: Req=MS Shell Dlg, Ret=MS Shell Dlg
MSI (c) (A0:D8) [10:01:40:911]: Resetting cached policy values
MSI (c) (A0:D8) [10:01:40:911]: Machine policy value 'Debug' is 0
MSI (c) (A0:D8) [10:01:40:911]: ******* RunEngine:
******* Product: d:/users/steve/downloads/ConnectWiseControl.ClientSetup.msi
******* Action:
******* CommandLine: **********
MSI (c) (A0:D8) [10:01:40:912]: Machine policy value 'DisableUserInstalls' is 0
MSI (c) (A0:D8) [10:01:40:928]: Note: 1: 1402 2: HKEY_CURRENT_USER\Software\Microsoft\Windows\CurrentVersion\Policies\Explorer 3: 2
MSI (c) (A0:D8) [10:01:40:928]: Note: 1: 1314 2: /users/steve/downloads/ConnectWiseControl.ClientSetup.msi
MSI (c) (A0:D8) [10:01:40:928]: MainEngineThread is returning 2
=== Verbose logging stopped: 29/01/2018 10:01:40 ===
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Rank: Guest Joined: 1/31/2018(UTC) Posts: 2
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Hi,
I'm getting pretty much the same log output. Since we all get it, it means there's the same underlying reason for the installer to fail. In my case it's completely random - on some machines it will install without any issues and on some I get the error. The funny part is, if there is a new version of the client some of the machines that installed previous version without any issues won't take the new version, and some of the machines that threw an error before now take the installer. It's really random and looks like it may be connected to Symantec. However even if I disable it, I'm still unable to install he client.
=== Verbose logging started: 1/31/2018 10:13:10 Build type: SHIP UNICODE 5.00.10011.00 Calling process: C:\WINDOWS\system32\msiexec.exe ===
MSI (c) (30:C0) [10:13:10:192]: Font created. Charset: Req=0, Ret=0, Font: Req=MS Shell Dlg, Ret=MS Shell Dlg
MSI (c) (30:C0) [10:13:10:192]: Font created. Charset: Req=0, Ret=0, Font: Req=MS Shell Dlg, Ret=MS Shell Dlg
MSI (c) (30:04) [10:13:10:212]: Resetting cached policy values
MSI (c) (30:04) [10:13:10:212]: Machine policy value 'Debug' is 0
MSI (c) (30:04) [10:13:10:212]: ******* RunEngine:
******* Product: ScreenConnect.ClientSetup.exe
******* Action:
******* CommandLine: **********
MSI (c) (30:04) [10:13:10:215]: Note: 1: 2203 2: ScreenConnect.ClientSetup.exe 3: -2147287038
MSI (c) (30:04) [10:13:10:215]: MainEngineThread is returning 2
=== Verbose logging stopped: 1/31/2018 10:13:10 ===
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Rank: Guest Joined: 7/17/2017(UTC) Posts: 3 Location: cincinnati, OH
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Ryan at support desk suggested uninstall of previous versions. That worked for me. On one of my computers, i did uninstall screenconnect and it did not help, but that was probably compounded by the fact that the userID windows 10 login was changed around the same time. After changing the userID back to the previous name, some permission issues with folders went away and I could reinstall Screenconnect.
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Rank: Guest Joined: 1/31/2018(UTC) Posts: 2
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Sorry for the late response. I was able to install the client after I removed Symantec from the computer. What is funny, disabling Symantec doesn't help, the install still fails. After Symantec is removed, the installation completed without any issues. After that I installed Symantec and both client and Symantec work fine. Clearly all the installation issues are being reported in the context of Symantec and I think it's time Connectwise will look into it.
Thanks!
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Rank: Administration Medals:  Joined: 6/20/2017(UTC) Posts: 39  Location: Raleigh, NC Was thanked: 8 time(s) in 7 post(s)
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Originally Posted by: oktus Sorry for the late response. I was able to install the client after I removed Symantec from the computer. What is funny, disabling Symantec doesn't help, the install still fails. After Symantec is removed, the installation completed without any issues. After that I installed Symantec and both client and Symantec work fine. Clearly all the installation issues are being reported in the context of Symantec and I think it's time Connectwise will look into it.
Thanks!
Thanks for this info! We looked into it and the word I'm getting is that it appears to be an issue on the Symantec side. We're reaching out to see if there's a way to resolve it.
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