I need to restart sender service when I have issue (Unable to connect to sender)

[Kid-]

We are using ZCentral Connect in LAN environment (connect to workstation from laptop via ZCentral)

Sometime user couldn't connect to sender workstation with below error message after assigning workstation.

Once user have this issue, user never connect to sender.

To resolve issue, we need to re-start rgsender service on sender workstation or restart sender workstation OS.

What is the cause of this issues...?? 

Point is... once user have this issue, user will see the same message when user connect to sender until re-starting sender service.. after restarting sender service, user can connect to sender. What is occurred between sender and receiver??? 

[SteveLewis]

We have this very same issue and have so far been unable to find out why it happens. restarting the Sender is also the only way we have found to correct this issue.

We are mostly running v20.2.1 which it happens on a lot. We have several machines now on v22.1.1 and I have seen it once so far on one of those machines.

The event viewer is not much help, and HP have so far not been able to find the issue from looking at our log files. It makes for a very bad user experience as they are unable to restart the services themselves, so it requires Help Desk assistance, which delays them using their remote workstations.

We have whitelisted the Sender Services in AV but that didn't make and difference.

When the issue happens, the service is still running, so it's like it's hanging rather than crashing.

[Kid-]

Thank you for your comment.

I have the same situation to resolve issue temporary. Help desk need to access to sender workstation and restart service.

Yes.. we couldn't find the cause of issue from Event log file..

I would like to know how should we investigate 'cause' of issue and resolving it.

[SteveLewis]

From further testing this morning, in v22.1.1 when we get the message, if we leave it for a few moments and try again, it will successfully connect.

This is a small improvement but we still don't know the root cause of why it happens and it's a very bad user experience.

What version are you using?

[Kid-]

We are using primary v20.3 or 4. I know that there is no support now for v20.

There are two type of remote system, one is ZCentral connect with license, another is Remote boost direct connection ( with bundle free license). So direct connection cannot upgrade to v22.

[SteveLewis]

Just for clarity, we get a slightly different error message to you. but the symptoms and fix are the same: