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The HP Community is where owners of HP products, like you, volunteer to help each other find solutions.
Locked

‎03-28-2018 09:50 AM - edited ‎03-29-2018 07:56 AM

HP Recommended
Operating System: Microsoft Windows 10 (64-bit)

 

When I try to use the HP RGS on Windows 10 - 1709 (OS Build 16299.334) x64

HP RGS version 7.4.0.13800

 

I get unable to connect to Sender!

The receiver resolved the specified hostname or IP address,

but canot connect to the Sender. Verify that the system is

accessible on your network and that the Remote Graphics

Sender service has been started. Be sure the Sender is

listening on a public IP address and is not blocked by a firewall.

 

I only get this message on my Windows 10 - 1709 x64 computer.

I don't get this message on my Windows 7 SP1 x64 computer

 

 

03-28-18 09:33:12 15652(11724) INFO  - #####################################################
03-28-18 09:33:12 15652(11724) INFO  - #
03-28-18 09:33:12 15652(11724) INFO  - # HP Remote Graphics Receiver Version: 7.3.1.10284    Build Date: Oct 13 2016
03-28-18 09:33:12 15652(11724) INFO  - #
03-28-18 09:33:12 15652(11724) INFO  - #####################################################
03-28-18 09:33:12 15652(11724) INFO  - Model            : Precision T3610
03-28-18 09:33:12 15652(11724) INFO  - Serial number    :
03-28-18 09:33:12 15652(11724) INFO  - BIOS UUID        :
03-28-18 09:33:12 15652(11724) INFO  - Number of Cores  : 8
03-28-18 09:33:12 15652(11724) INFO  - Is HP System     : 0
03-28-18 09:33:12 15652(11724) INFO  - Is VDI           : 0
03-28-18 09:33:12 15652(11724) INFO  - Is Blade         : 0
03-28-18 09:33:12 15652(11724) INFO  - Is WS Blade      : 0
03-28-18 09:33:12 15652(11724) INFO  - Is iLO Graphics  : 0
03-28-18 09:33:12 15652(11724) INFO  - Is iLO Enabled   : 0
03-28-18 09:33:12 15652(11724) INFO  - Is Touch Enabled : 0
03-28-18 09:33:12 8596(7944) INFO  - OSVersionString  : Windows 10
03-28-18 09:33:12 8596(7944) INFO  - Hostname         : COMPUTER-WWS
03-28-18 09:33:12 15652(11724) INFO  - OSVersionString  : Windows 10
03-28-18 09:33:12 15652(11724) INFO  - Hostname         : COMPUTER-WWS
03-28-18 09:33:12 8596(7944) WARN  - QtWarning: Qt: Could not initialize OLE (error 80010106)
03-28-18 09:33:12 15652(11724) WARN  - QtWarning: Qt: Could not initialize OLE (error 80010106)
03-28-18 09:33:12 8596(7944) WARN  - QtWarning: QPixmap::scaled: Pixmap is a null pixmap
03-28-18 09:33:12 15652(11724) WARN  - QtWarning: QPixmap::scaled: Pixmap is a null pixmap
03-28-18 09:33:28 8596(6588) ERROR - Connect timed out to host ConnectionI.cpp:1661: Ice::ConnectTimeoutException
03-28-18 09:33:28 8596(8248) ERROR - ConnectThread::run: Authentication exception.
03-28-18 09:36:56 8596(7944) ERROR - QtCritical: QClipboard::setMimeData: Failed to set data on clipboard ()
03-28-18 09:37:07 8596(7944) ERROR - QtCritical: QClipboard::setMimeData: Failed to set data on clipboard ()
03-28-18 09:37:09 8596(7944) ERROR - QtCritical: QClipboard::setMimeData: Failed to set data on clipboard ()
03-28-18 09:38:28 8596(7944) ERROR - QtCritical: QClipboard::setMimeData: Failed to set data on clipboard ()
03-28-18 09:48:39 8596(2408) ERROR - IceFacade::createSecurityContext: Unknown ice exception: Outgoing.cpp:226: Ice::TimeoutException
03-28-18 09:48:39 8596(2408) ERROR - AuthenticationThread::run: Unhandled Ice Exception
03-28-18 09:48:39 8596(7556) ERROR - ConnectThread::run: Authentication exception.
03-28-18 09:51:08 8596(12816) ERROR - IceFacade::createSecurityContext: Unknown ice exception: Outgoing.cpp:226: Ice::TimeoutException
03-28-18 09:51:08 8596(12816) ERROR - AuthenticationThread::run: Unhandled Ice Exception
03-28-18 09:51:08 8596(8520) ERROR - ConnectThread::run: Authentication exception.
03-28-18 09:51:26 8596(16032) ERROR - Connect timed out to host ConnectionI.cpp:1661: Ice::ConnectTimeoutException
03-28-18 09:51:26 8596(8604) ERROR - ConnectThread::run: Authentication exception.
03-28-18 09:52:29 8596(16128) ERROR - Connect timed out to host ConnectionI.cpp:1661: Ice::ConnectTimeoutException
03-28-18 09:52:30 8596(8456) ERROR - ConnectThread::run: Authentication exception.
03-28-18 09:53:30 8596(16228) ERROR - Connect timed out to host ConnectionI.cpp:1661: Ice::ConnectTimeoutException
03-28-18 09:53:30 8596(12468) ERROR - ConnectThread::run: Authentication exception.
03-28-18 09:53:45 8596(4088) ERROR - Connect timed out to host ConnectionI.cpp:1661: Ice::ConnectTimeoutException
03-28-18 09:53:45 8596(5492) ERROR - ConnectThread::run: Authentication exception.
03-28-18 09:56:18 8596(13592) ERROR - Connect timed out to host ConnectionI.cpp:1661: Ice::ConnectTimeoutException
03-28-18 09:56:18 8596(13164) ERROR - ConnectThread::run: Authentication exception.
03-28-18 09:56:33 8596(16160) ERROR - Connect timed out to host ConnectionI.cpp:1661: Ice::ConnectTimeoutException
03-28-18 09:56:33 8596(10052) ERROR - ConnectThread::run: Authentication exception.
03-28-18 09:57:44 8596(8592) ERROR - Connect timed out to host ConnectionI.cpp:1661: Ice::ConnectTimeoutException
03-28-18 09:57:44 8596(8392) ERROR - ConnectThread::run: Authentication exception.
03-28-18 09:59:34 8596(14532) ERROR - Connect timed out to host ConnectionI.cpp:1661: Ice::ConnectTimeoutException
03-28-18 09:59:35 8596(12860) ERROR - ConnectThread::run: Authentication exception.
03-28-18 09:59:56 8596(2404) ERROR - DNS Error looking up host Network.cpp:1527: Ice::DNSException
03-28-18 09:59:56 8596(8396) ERROR - ConnectThread::run: Authentication exception.
03-28-18 10:00:14 8596(8744) ERROR - Connect timed out to host ConnectionI.cpp:1661: Ice::ConnectTimeoutException
03-28-18 10:00:14 8596(7340) ERROR - ConnectThread::run: Authentication exception.
03-28-18 10:00:36 8596(4688) ERROR - Connect timed out to host ConnectionI.cpp:1661: Ice::ConnectTimeoutException
03-28-18 10:00:36 8596(11156) ERROR - ConnectThread::run: Authentication exception.
03-28-18 10:01:08 8596(2816) ERROR - Connect timed out to host ConnectionI.cpp:1661: Ice::ConnectTimeoutException
03-28-18 10:01:08 8596(8840) ERROR - ConnectThread::run: Authentication exception.

1 person had the same question
1 ACCEPTED SOLUTION

Accepted Solutions

‎03-29-2018 09:08 AM

HP Recommended

Are you using a hostname or IP address to connect to your sender?  Is the sender service running or is it crashing when trying to make a connection.  Verify that the sender is actually up and running in your services on the Win 10 machine.   If you do use a firewall, make sure to make RGS an exception.  If the Win 7 and Win 10 senders are on the same network, there should be no reason why it only works on the Win 7 sender.  If possible, can you send me the sender installerlog from your Win 10 machine?  It is located at %TEMP%\rgs.

 

In reviewing the snippet you sent along, the sender is not in DEBUG mode.  Please make sure you are in DEBUG mode, you can do this by launching the senderConfigApp.exe that is located where RGS is installed.  It could be that when RGS was installed on Win 10, you only had partial administrative privileges.  We have seen this in Win 10, and even though the installation completed, it was not entirely successful and thus connection issues. 

 

I work on the behalf of HP.

 

 

 

I am an HP employee.

View solution in original post

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5 REPLIES 5

‎03-29-2018 09:08 AM

HP Recommended

Are you using a hostname or IP address to connect to your sender?  Is the sender service running or is it crashing when trying to make a connection.  Verify that the sender is actually up and running in your services on the Win 10 machine.   If you do use a firewall, make sure to make RGS an exception.  If the Win 7 and Win 10 senders are on the same network, there should be no reason why it only works on the Win 7 sender.  If possible, can you send me the sender installerlog from your Win 10 machine?  It is located at %TEMP%\rgs.

 

In reviewing the snippet you sent along, the sender is not in DEBUG mode.  Please make sure you are in DEBUG mode, you can do this by launching the senderConfigApp.exe that is located where RGS is installed.  It could be that when RGS was installed on Win 10, you only had partial administrative privileges.  We have seen this in Win 10, and even though the installation completed, it was not entirely successful and thus connection issues. 

 

I work on the behalf of HP.

 

 

 

I am an HP employee.
Was this reply helpful? Yes No

‎03-29-2018 09:31 AM

HP Recommended

Hi Kelly,

 

I tried the hostname and IP address. What Service name should I look for on my Windows 10 PC? The Windows 10 computer is currently in an Active Directory group that has the Firewall turned off. Both computers the Windows 10 PC and the Windows 7 PC are on the same network. I'll try and get you the install log.

 

 

 Debug Log

 

03-28-18 11:06:43 16216(13076) INFO  - #####################################################
03-28-18 11:06:43 16216(13076) INFO  - #
03-28-18 11:06:43 16216(13076) INFO  - # HP Remote Graphics Receiver Version: 7.3.1.10284    Build Date: Oct 13 2016
03-28-18 11:06:43 16216(13076) INFO  - #
03-28-18 11:06:43 16216(13076) INFO  - #####################################################
03-28-18 11:06:43 16216(13076) INFO  - Model            : Precision T3610
03-28-18 11:06:43 16216(13076) INFO  - Serial number    :
03-28-18 11:06:43 16216(13076) INFO  - BIOS UUID        :
03-28-18 11:06:43 16216(13076) INFO  - Number of Cores  : 8
03-28-18 11:06:43 16216(13076) INFO  - Is HP System     : 0
03-28-18 11:06:43 16216(13076) INFO  - Is VDI           : 0
03-28-18 11:06:43 16216(13076) INFO  - Is Blade         : 0
03-28-18 11:06:43 16216(13076) INFO  - Is WS Blade      : 0
03-28-18 11:06:43 16216(13076) INFO  - Is iLO Graphics  : 0
03-28-18 11:06:43 16216(13076) INFO  - Is iLO Enabled   : 0
03-28-18 11:06:43 16216(13076) INFO  - Is Touch Enabled : 0
03-28-18 11:06:43 16216(13076) INFO  - OSVersionString  : Windows 10
03-28-18 11:06:43 16216(13076) INFO  - Hostname         : COMPUTER-WWS
03-28-18 11:06:43 16216(13076) WARN  - QtWarning: Qt: Could not initialize OLE (error 80010106)
03-28-18 11:06:43 16216(13076) WARN  - QtWarning: QPixmap::scaled: Pixmap is a null pixmap
03-28-18 11:06:43 16216(13076) DEBUG - UIDirector::initUI
03-28-18 11:06:43 16216(13076) DEBUG - ThreadedDecoder::ThreadedDecoder, using 8 threads
03-28-18 11:06:43 16216(13076) DEBUG - VideoStreamAdapter::ctor
03-28-18 11:06:43 16216(13076) DEBUG - CursorStreamAdapter::ctor
03-28-18 11:06:43 16216(13076) DEBUG - VirtualMouseTutorial::ctor
03-28-18 11:06:43 16216(13076) DEBUG - CustomChromeWindow::setTouchCapabilities( ) Touch enabled: 0
03-28-18 11:06:43 16216(13076) DEBUG - InputSystemFactory::createInputSystemFacade - sessionId: 0
03-28-18 11:06:43 16216(13076) DEBUG - InputSystemFactory::createInputSystemFacade
03-28-18 11:06:43 16216(13076) DEBUG - InputSystemFactory::createInputRouterOperator
03-28-18 11:06:43 16216(13076) DEBUG - InputSystemFactory::createControllers
03-28-18 11:06:43 16216(13076) DEBUG - MouseControllerStack::MouseControllerStack - constructor
03-28-18 11:06:43 16216(13076) DEBUG - GestureToActionMappingFacade - ctor
03-28-18 11:06:43 16216(13076) DEBUG - GestureToActionStorage - ctor
03-28-18 11:06:43 16216(13076) DEBUG - GestureToActionMappingFacade::logMappings - found 0 gestures, 0 actions and 0 mappings.
03-28-18 11:06:43 16216(13076) DEBUG - InputSystemFactory::createZoomCalculator
03-28-18 11:06:43 16216(13076) DEBUG - InputSystemFactory::createStickyKeyFilter
03-28-18 11:06:43 16216(13076) DEBUG - InputSystemFactory::initInputRouterOperator
03-28-18 11:06:43 16216(13076) DEBUG - InputSystemFactory::initInputSystemFacade
03-28-18 11:06:43 16216(13076) DEBUG - InputSystemFactory::initSetupMode
03-28-18 11:06:43 16216(13076) DEBUG - DisplayViewEventListener::eventFilter - Filter is not active. Event: 100
03-28-18 11:06:43 16216(13076) DEBUG - DisplayViewEventListener::eventFilter - Filter is not active. Event: 21
03-28-18 11:06:43 16216(13076) DEBUG - CustomChromeWindow::initRemoteDisplayWindowSizePropertyValues width: 800,height: 500
03-28-18 11:06:43 16216(13076) DEBUG - CustomChromeWindow::validatePreferredPosition - Current Position(10,10) current size(800,500);
03-28-18 11:06:43 16216(13076) DEBUG - CustomChromeWindow::validatePreferredPosition  - Monitor:0 x:0 y:0 width:1920 height:1200
03-28-18 11:06:43 16216(13076) DEBUG - CustomChromeWindow::validatePreferredPosition  - PreferredSize: width:800 height:500
03-28-18 11:06:43 16216(13076) DEBUG - DisplayViewEventListener::eventFilter - Filter is not active. Event: 75
03-28-18 11:06:43 16216(13076) DEBUG - DisplayViewEventListener::eventFilter - Filter is not active. Event: 170
03-28-18 11:06:43 16216(13076) DEBUG - DisplayViewEventListener::eventFilter - Filter is not active. Event: 97
03-28-18 11:06:43 16216(13076) DEBUG - DisplayViewEventListener::eventFilter - Filter is not active. Event: 39
03-28-18 11:06:43 16216(13076) DEBUG - DisplayViewEventListener::eventFilter - Filter is not active. Event: 26
03-28-18 11:06:43 16216(13076) DEBUG - DisplayViewEventListener::eventFilter - Filter is not active. Event: 18
03-28-18 11:06:43 16216(13076) DEBUG - ConnectionWarningColor set to 0; input string: 0x0
03-28-18 11:06:43 16216(13076) DEBUG - DisplayViewAnimationManager::slotBordersPB
03-28-18 11:06:43 16216(13076) DEBUG - DisplayViewAnimationManager::slotBordersPB
03-28-18 11:06:43 16216(13076) DEBUG - DisplayViewAnimationManager::updateBorderTimelineState
03-28-18 11:06:43 16216(13076) DEBUG - DisplayViewAnimationManager::startBorderTimeline
03-28-18 11:06:43 16216(13076) DEBUG - ReceiverSystem::createManagers
03-28-18 11:06:43 16216(13076) DEBUG - HPVelocityFeature::ctor - registration not needed or bypassed.
03-28-18 11:06:43 16216(13076) DEBUG - ReceiverSystem::startManagers
03-28-18 11:06:43 16216(13076) DEBUG - SystemFeatureManager::start
03-28-18 11:06:43 16216(13076) DEBUG - RegistrationManager::start
03-28-18 11:06:43 16216(11428) DEBUG - Win32PluginProcessManager::getFilesInDirectory(): searching directory plugins\ice for plugins
03-28-18 11:06:43 16216(11428) DEBUG - PluginControllerCore::startPlugins: plugin response timeout configured as 10000 milliseconds
03-28-18 11:06:43 16216(11428) DEBUG - Win32PluginProcessManager::getFilesInDirectory(): searching directory plugins\com for plugins
03-28-18 11:06:43 16216(11428) DEBUG - PluginControllerCore::startPlugins: plugin response timeout configured as 10000 milliseconds
03-28-18 11:06:43 16216(13076) DEBUG - UIDirector::destroySplashScreen
03-28-18 11:06:43 16216(13076) DEBUG - ReceiverApplication::run() Touch enabled: 0
03-28-18 11:06:43 16216(13076) DEBUG - ImageCodecQualityHandler::updateDomain - try to set image quality to 65
03-28-18 11:06:43 16216(13076) DEBUG - ReceiverSession::isCodecLossless - session is not connected - return
03-28-18 11:06:43 16216(13076) DEBUG - DisplayViewMenubar::updateCodecControls - codec is lossy - show codec quality controls
03-28-18 11:06:43 16216(13076) DEBUG - ReceiverSession::isCodecLossless - session is not connected - return
03-28-18 11:06:43 16216(13076) DEBUG - ReceiverSession::isCodecLossless - session is not connected - return
03-28-18 11:06:43 16216(13076) DEBUG - ReceiverSession::isCodecLossless - session is not connected - return
03-28-18 11:06:43 16216(13076) DEBUG - ReceiverSession::isCodecLossless - session is not connected - return
03-28-18 11:06:43 16216(13076) DEBUG - DisplayViewEventListener::eventFilter - Filter is not active. Event: 74
03-28-18 11:06:43 16216(13076) DEBUG - DisplayViewEventListener::eventFilter - Filter is not active. Event: 1033
03-28-18 11:06:43 16216(13076) DEBUG - DisplayViewEventListener::eventFilter - Filter is not active. Event: 1033
03-28-18 11:06:43 16216(13076) DEBUG - DisplayViewEventListener::eventFilter - Filter is not active. Event: 39
03-28-18 11:06:43 16216(13076) DEBUG - DisplayViewEventListener::eventFilter - Filter is not active. Event: 170
03-28-18 11:06:43 16216(13076) DEBUG - DisplayViewEventListener::eventFilter - Filter is not active. Event: 97
03-28-18 11:06:43 16216(13076) DEBUG - DisplayViewEventListener::eventFilter - Filter is not active. Event: 97
03-28-18 11:06:43 16216(13076) DEBUG - DisplayViewEventListener::eventFilter - Filter is not active. Event: 39
03-28-18 11:06:43 16216(13076) DEBUG - DisplayViewEventListener::eventFilter - Filter is not active. Event: 100
03-28-18 11:06:46 16216(13076) DEBUG - UIDirector::destroySplashScreen
03-28-18 11:06:49 16216(13076) DEBUG - UIDirector::connectToSender
03-28-18 11:06:49 16216(13076) DEBUG - UIDirector::connectToSender - creating ConnectCommand
03-28-18 11:06:49 16216(13076) DEBUG - CommandFactory::ctor
03-28-18 11:06:49 16216(13076) DEBUG - CommandFactory::createConnectCommand - end point=awips2-aw
03-28-18 11:06:49 16216(13076) DEBUG - ConnectCommand::buildHostnamePortFromEndpoint - setting port from property:42966
03-28-18 11:06:49 16216(13076) DEBUG - UIDirector::connectToSender - dispatching connectCommand
03-28-18 11:06:49 16216(13076) DEBUG - ConnectCommand::dispatch
03-28-18 11:06:49 16216(13076) DEBUG - ReceiverSession::createConnectThread()
03-28-18 11:06:49 16216(8448) DEBUG - ReceiverSession::connectSync
03-28-18 11:06:49 16216(8448) DEBUG - ReceiverSession::connectSync - finishing authentication
03-28-18 11:06:54 16216(13912) ERROR - Connect timed out to host ConnectionI.cpp:1661: Ice::ConnectTimeoutException
03-28-18 11:06:54 16216(8448) DEBUG - ReceiverSession::stopImageUpdates
03-28-18 11:06:54 16216(8448) ERROR - ConnectThread::run: Authentication exception.
03-28-18 11:06:54 16216(13076) DEBUG - DisplayViewEventListener::eventFilter - Filter is not active. Event: 103
03-28-18 11:06:56 16216(13076) DEBUG - DisplayViewEventListener::eventFilter - Filter is not active. Event: 104
03-28-18 11:07:03 16216(13076) DEBUG - CommandFactory::ctor
03-28-18 11:07:03 16216(13076) DEBUG - CommandFactory::createDisconnectCommand - reason=3
03-28-18 11:07:03 16216(13076) DEBUG - DisconnectCommand::ctor
03-28-18 11:07:03 16216(13076) DEBUG - DisconnectCommand::dispatchSessionDisconnect
03-28-18 11:07:03 16216(13076) DEBUG - DisconnectCommand::dtor
03-28-18 11:07:03 16216(13076) DEBUG - CommandFactory::ctor
03-28-18 11:07:03 16216(13076) DEBUG - CommandFactory::createDisconnectCommand - reason=3
03-28-18 11:07:03 16216(13076) DEBUG - DisconnectCommand::ctor
03-28-18 11:07:03 16216(13076) DEBUG - DisconnectCommand::dispatchSessionDisconnect
03-28-18 11:07:03 16216(13076) DEBUG - DisconnectCommand::dtor
03-28-18 11:07:03 16216(13076) DEBUG - Properties::dtor - delete all properties

 

 

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‎03-29-2018 09:55 AM

HP Recommended

Install log

 

I've rebooted the computer a few times after this installation.

 

3-29-2018 10:26:35   Utilities: SetUsbConfig: USB_CONFIG value set to 1.
3-29-2018 10:26:35 Checking default directory for existing executable... Will check again after user specifies new target directory.
3-29-2018 10:26:35 RgReceiver.exe appears to already be installed, this is an update installation. Old version: 7.4.0.13800
3-29-2018 10:26:35 Current USB preference: USB_LOCAL_REMOTE
3-29-2018 10:26:35 Clipboard helper is not currently installed
3-29-2018 10:26:35 
3-29-2018 10:26:35 RG LOG INFO START ----------------------
3-29-2018 10:26:35 Setup for version 7.4.0.13800
3-29-2018 10:26:35 64 bit system
3-29-2018 10:26:35 SYSINFO OS ver: 1000 || 1000
3-29-2018 10:26:35 WINSYSDIR: C:\WINDOWS\SysWOW64\
3-29-2018 10:26:35 WINSYSDIR64: C:\WINDOWS\system32\
3-29-2018 10:26:35   Utilities::RgGetOldDriverFileVersion: Got old USB H driver version: 6.0.0.2550 with code 0
3-29-2018 10:26:35 Old USB H driver version is 6.0.0.2550
3-29-2018 10:26:35   Utilities::RgGetOldDriverFileVersion: Got old USB F driver version: 1.0.0.0 with code 0
3-29-2018 10:26:35 Old USB F driver version is 1.0.0.0
3-29-2018 10:26:35   Utilities::IsRunOnceBlockerSet: The blocker does not exist, a reboot is not required.
3-29-2018 10:26:35 RunOnce key does not exist.
3-29-2018 10:26:35 Current USB registry return val:0, Usb Preference: 3
3-29-2018 10:26:35 The current USB preference is USB_LOCAL_REMOTE
3-29-2018 10:26:35 RG LOG INFO END ------------------------
3-29-2018 10:26:35 
3-29-2018 10:26:35 Passed administrator priveleges check.
3-29-2018 10:26:35 IsUsbhDeletionPending - query to registry failed. We will return FALSE.
3-29-2018 10:26:35   Utilities::IsRunOnceBlockerSet: The blocker does not exist, a reboot is not required.
3-29-2018 10:26:35 Utilities::IsInstallBlockerFound - rgsReceiver is present in the registry.
3-29-2018 10:26:35 Key for reboot is set in the registy, installation should abort!
3-29-2018 10:26:45 A reboot has not happened since the last time the RGS Sender was installed/uninstalled, but a driver installation took place. A restart is necessary to complete the previous setup.
3-29-2018 10:26:45 Exiting

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‎03-29-2018 02:56 PM

HP Recommended

In reviewing the installer log, it says it detected a previous receiver installed but listed it as 7.4.0.13800.  Did you originally upgrade from 7.3.1 to 7.4.0 32 bit and then again to 7.4.0 64bit?  Are you doing upgrades as default upgrades or do you specify a path for a custom installation, or did you uninstall 7.3.1, reboot, the install RGS 7.4?  Do you have both 32 bit and 64 bit entries in the registry?

 

 If the registry shows both win32 and win64 entries as captured in the image below, the following steps should be performed to resolve the issue:

 

 

Open regedit and delete the following key:
HKEY_CLASSES_ROOT\TypeLib\{EA68A36C-66BA-48A0-AA44-D8DC9479F972}
  • Install RGS Receiver if not already installed.
    If this is not successful, refer to the solution listed below.
If Receiver was already installed, do the following:
  • Open a command prompt in Administrator mode.
    Change directory to the install location of the RGS Receiver.
    Run rgreceiver.exe /RegServer
  • Ensure the registry key listed in Step 1 exists and only has a win32 or win64 entry.

Let me know if this resolves your issue with the connection.  If not, then we may need to uninstall RGS completely and perform a new installation.

I am an HP employee.
Was this reply helpful? Yes No

‎03-30-2018 11:25 AM

HP Recommended

In reviewing the installer log, it says it detected a previous receiver installed but listed it as 7.4.0.13800.  Did you originally upgrade from 7.3.1 to 7.4.0 32 bit and then again to 7.4.0 64bit?  Are you doing upgrades as default upgrades or do you specify a path for a custom installation, or did you uninstall 7.3.1, reboot, the install RGS 7.4?  Do you have both 32 bit and 64 bit entries in the registry?

 

I did upgrade from v7.3.1 32bit to 7.4.0 64bit. The upgrades are using the default settings for the install. I uninstalled 7.3.1 did a reboot then installed 7.4. When I looked in my registry I only saw win64 no win32 folder.

 

 

Following the steps below resolved the issue. I am not sure if it is necessary to delete the registry key but I deleted the registry key anyways.

 

Open regedit and delete the following key:
HKEY_CLASSES_ROOT\TypeLib\{EA68A36C-66BA-48A0-AA44-D8DC9479F972}
  • Install RGS Receiver if not already installed.
    If this is not successful, refer to the solution listed below.
If Receiver was already installed, do the following:
  • Open a command prompt in Administrator mode.
    Change directory to the install location of the RGS Receiver.
    Run rgreceiver.exe /RegServer
  • Ensure the registry key listed in Step 1 exists and only has a win32 or win64 entry.

Thank you for your assistance! Much appreciated!

Was this reply helpful? Yes No
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