Remotely issues

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  • J

    I'm having difficulty with some clients and Remotely. I'm able to communicate with the client, trigger a check in, etc, but remotely fails:

    This is the front end log:

    2021-08-16 14:51:27,941 [18] ERROR Toems_ApiCalls.ApiRequest Could Not Complete API Request. The Response Produced An Error.RemoteAccess/GetRemoteControlUrl/95368203-69ae-4045-807a-bc0e03cbf925
2021-08-16 14:51:27,941 [18] ERROR Toems_ApiCalls.ApiRequest {"Message":"An error has occurred.","ExceptionMessage":"Object reference not set to an instance of an object.","ExceptionType":"System.NullReferenceException","StackTrace":" at Toems_Service.Entity.ServiceRemoteAccess.GetRemoteControlUrl(String deviceId)\r\n at Toems_ApplicationApi.Controllers.RemoteAccessController.GetRemoteControlUrl(String id)\r\n at lambda_method(Closure , Object , Object[] )\r\n at System.Web.Http.Controllers.ReflectedHttpActionDescriptor.ActionExecutor.<>c__DisplayClass6_1.<GetExecutor>b__3(Object instance, Object[] methodParameters)\r\n at System.Web.Http.Controllers.ReflectedHttpActionDescriptor.ExecuteAsync(HttpControllerContext controllerContext, IDictionary`2 arguments, CancellationToken cancellationToken)\r\n--- End of stack trace from previous location where exception was thrown ---\r\n at System.Runtime.ExceptionServices.ExceptionDispatchInfo.Throw()\r\n at System.Runtime.CompilerServices.TaskAwaiter.HandleNonSuccessAndDebuggerNotification(Task task)\r\n at System.Web.Http.Controllers.ApiControllerActionInvoker.<InvokeActionAsyncCore>d__1.MoveNext()\r\n--- End of stack trace from previous location where exception was thrown ---\r\n at System.Runtime.ExceptionServices.ExceptionDispatchInfo.Throw()\r\n at System.Runtime.CompilerServices.TaskAwaiter.HandleNonSuccessAndDebuggerNotification(Task task)\r\n at System.Web.Http.Controllers.ActionFilterResult.<ExecuteAsync>d__5.MoveNext()\r\n--- End of stack trace from previous location where exception was thrown ---\r\n at System.Runtime.ExceptionServices.ExceptionDispatchInfo.Throw()\r\n at System.Runtime.CompilerServices.TaskAwaiter.HandleNonSuccessAndDebuggerNotification(Task task)\r\n at System.Web.Http.Filters.AuthorizationFilterAttribute.<ExecuteAuthorizationFilterAsyncCore>d__3.MoveNext()\r\n--- End of stack trace from previous location where exception was thrown ---\r\n at System.Runtime.ExceptionServices.ExceptionDispatchInfo.Throw()\r\n at System.Runtime.CompilerServices.TaskAwaiter.HandleNonSuccessAndDebuggerNotification(Task task)\r\n at System.Web.Http.Dispatcher.HttpControllerDispatcher.<SendAsync>d__15.MoveNext()"}
2021-08-16 14:52:30,944 [10] ERROR Toems_ApiCalls.ApiRequest Could Not Complete API Request. The Response Produced An Error.RemoteAccess/GetRemoteControlUrl/95368203-69ae-4045-807a-bc0e03cbf925
2021-08-16 14:52:30,944 [10] ERROR Toems_ApiCalls.ApiRequest {"Message":"An error has occurred.","ExceptionMessage":"Object reference not set to an instance of an object.","ExceptionType":"System.NullReferenceException","StackTrace":" at Toems_Service.Entity.ServiceRemoteAccess.GetRemoteControlUrl(String deviceId)\r\n at Toems_ApplicationApi.Controllers.RemoteAccessController.GetRemoteControlUrl(String id)\r\n at lambda_method(Closure , Object , Object[] )\r\n at System.Web.Http.Controllers.ReflectedHttpActionDescriptor.ActionExecutor.<>c__DisplayClass6_1.<GetExecutor>b__3(Object instance, Object[] methodParameters)\r\n at System.Web.Http.Controllers.ReflectedHttpActionDescriptor.ExecuteAsync(HttpControllerContext controllerContext, IDictionary`2 arguments, CancellationToken cancellationToken)\r\n--- End of stack trace from previous location where exception was thrown ---\r\n at System.Runtime.ExceptionServices.ExceptionDispatchInfo.Throw()\r\n at System.Runtime.CompilerServices.TaskAwaiter.HandleNonSuccessAndDebuggerNotification(Task task)\r\n at System.Web.Http.Controllers.ApiControllerActionInvoker.<InvokeActionAsyncCore>d__1.MoveNext()\r\n--- End of stack trace from previous location where exception was thrown ---\r\n at System.Runtime.ExceptionServices.ExceptionDispatchInfo.Throw()\r\n at System.Runtime.CompilerServices.TaskAwaiter.HandleNonSuccessAndDebuggerNotification(Task task)\r\n at System.Web.Http.Controllers.ActionFilterResult.<ExecuteAsync>d__5.MoveNext()\r\n--- End of stack trace from previous location where exception was thrown ---\r\n at System.Runtime.ExceptionServices.ExceptionDispatchInfo.Throw()\r\n at System.Runtime.CompilerServices.TaskAwaiter.HandleNonSuccessAndDebuggerNotification(Task task)\r\n at System.Web.Http.Filters.AuthorizationFilterAttribute.<ExecuteAuthorizationFilterAsyncCore>d__3.MoveNext()\r\n--- End of stack trace from previous location where exception was thrown ---\r\n at System.Runtime.ExceptionServices.ExceptionDispatchInfo.Throw()\r\n at System.Runtime.CompilerServices.TaskAwaiter.HandleNonSuccessAndDebuggerNotification(Task task)\r\n at System.Web.Http.Dispatcher.HttpControllerDispatcher.<SendAsync>d__15.MoveNext()"}

    Application log isn't very informative:

    021-08-16 14:51:27,941 [131] ERROR Toems_ApiCalls.ApiRequest "The remote control process failed to start in time on the remote device."
2021-08-16 14:51:30,234 [113] ERROR Toems_ApiCalls.ApiRequest Response Data Was Null For Resource: Socket/SendAction
2021-08-16 14:51:59,574 [109] ERROR Toems_ApiCalls.ApiRequest Response Data Was Null For Resource: Socket/SendAction
2021-08-16 14:52:30,944 [113] ERROR Toems_ApiCalls.ApiRequest Unknown Remotely Call Error
2021-08-16 14:52:30,944 [113] ERROR Toems_ApiCalls.ApiRequest "The remote control process failed to start in time on the remote device."

    These actions didn't produce any logging on the client end.

    So I'm not sure what's going on.

    J 1 Reply 0
  • J

    Seems to be happening on several clients. Here's the service log for the last few hours on one of them.

    2021-08-18 11:09:24,943 INFO [53] ServiceTriggerAction - Checking For Checkin Policies
2021-08-18 11:09:25,575 INFO [53] PolicyExecutor - Executing Policy 25864087-5552-4060-9b9a-d867111764a3 (Enable Remote Access)
2021-08-18 11:09:25,575 DEBUG [53] PolicyExecutor - Evaluating Conditions For Enable Remote Access
2021-08-18 11:09:25,575 DEBUG [53] PolicyExecutor - No Conditions Found For Module
2021-08-18 11:09:25,575 INFO [53] ModuleRemoteAccess - Running Remote Access Module: 
2021-08-18 11:09:25,591 DEBUG [53] ModuleRemoteAccess - Remote Access Already Installed. Updating Remote Access Device Id
2021-08-18 11:09:25,591 DEBUG [53] ServiceFileSystem - Reading Remotely Connection File
2021-08-18 11:09:25,591 ERROR [53] ServiceFileSystem - Could Not Read Connection File
2021-08-18 11:09:25,591 ERROR [53] ServiceFileSystem - Could not find file 'C:\Program Files\Remotely\ConnectionInfo.json'.
2021-08-18 11:09:25,591 INFO [53] PolicyExecutor - Finished Executing Policy 25864087-5552-4060-9b9a-d867111764a3 (Enable Remote Access)
2021-08-18 11:09:25,591 INFO [53] PolicyRunner - Policies Complete.  Starting Policy Cleanup.
2021-08-18 11:09:25,591 INFO [53] PolicyRunner - Submitting Policy Results
2021-08-18 11:09:25,607 INFO [53] PolicyRunner - Completed Submitting Policy Results
2021-08-18 11:09:25,607 INFO [53] PolicyRunner - Cleaning Policy Cache
2021-08-18 11:09:25,607 INFO [53] ServiceTriggerAction - Trigger Action: Checkin. Complete.
2021-08-18 12:09:29,010 INFO [22] ServiceTriggerAction - Checking For Checkin Policies
2021-08-18 12:09:29,797 INFO [22] PolicyExecutor - Executing Policy 25864087-5552-4060-9b9a-d867111764a3 (Enable Remote Access)
2021-08-18 12:09:29,797 DEBUG [22] PolicyExecutor - Evaluating Conditions For Enable Remote Access
2021-08-18 12:09:29,797 DEBUG [22] PolicyExecutor - No Conditions Found For Module
2021-08-18 12:09:29,797 INFO [22] ModuleRemoteAccess - Running Remote Access Module: 
2021-08-18 12:09:29,813 DEBUG [22] ModuleRemoteAccess - Remote Access Already Installed. Updating Remote Access Device Id
2021-08-18 12:09:29,813 DEBUG [22] ServiceFileSystem - Reading Remotely Connection File
2021-08-18 12:09:29,813 ERROR [22] ServiceFileSystem - Could Not Read Connection File
2021-08-18 12:09:29,813 ERROR [22] ServiceFileSystem - Could not find file 'C:\Program Files\Remotely\ConnectionInfo.json'.
2021-08-18 12:09:29,813 INFO [22] PolicyExecutor - Finished Executing Policy 25864087-5552-4060-9b9a-d867111764a3 (Enable Remote Access)
2021-08-18 12:09:29,813 INFO [22] PolicyRunner - Policies Complete.  Starting Policy Cleanup.
2021-08-18 12:09:29,813 INFO [22] PolicyRunner - Submitting Policy Results
2021-08-18 12:09:29,828 INFO [22] PolicyRunner - Completed Submitting Policy Results
2021-08-18 12:09:29,828 INFO [22] PolicyRunner - Cleaning Policy Cache
2021-08-18 12:09:29,828 INFO [22] ServiceTriggerAction - Trigger Action: Checkin. Complete.
2021-08-18 12:33:39,749 ERROR [25] ServiceSystemService - Cannot start service Remotely_Service on computer '.'.
2021-08-18 12:33:46,054 ERROR [18] ServiceSystemService - Cannot start service Remotely_Service on computer '.'.
2021-08-18 12:34:04,160 ERROR [25] ServiceSystemService - Cannot start service Remotely_Service on computer '.'.
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  • T

    @jason-cline said in Remotely issues:

    Could not find file 'C:\Program Files\Remotely\ConnectionInfo.json'

    Your log indicates the above file is missing, is that true?

    J 1 Reply 0
  • J

    @theopenem_admin I have not physically been to the devices to check. I'll see if I can get to the file system from remote and check. Any idea what would cause that to disappear? I do see it trying to reinstall Remotely a lot. Perhaps a policy that's trying to reinstall remotely too often?

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