HP RGS Receiver 7.7 closes after Splash Screen - (Windows 10 v. 1909)

[kboeeck]

Hi,

I have a problem opening the HP RGS Receiver on a Windows 10 v. 1909 computer.

I can without any problems install the software. I can also open the ReceiverConfigApp.exe file and change the settings (i.e. the logging level)

But when running the rgreceiver.exe i get the splash screen and then the software closes without any notice.

The logfile is empty and if i change the Log level to debug, error or fatal the log remains empty.

I tried to install the software as Admin

I tried to uninstall the software

I have run the  rgsCleanInstallFiles.bat file without any help.

Do you have any suggestions how to solve this?

[BeckyN]

Hi,

I sent you a private message to get more information.

Also, we test with 1909 so something more is in the mix.  Do you have any third party security software or outbound firewall rules that would prevent a connection?

Thank you, BeckyN

[Jasminl]

Crossposting.

We encountered the same issue. The ConfigApp was okay but not the receiver.  We tried reinstalling RGS, vcredis packages, NVIDIA driver updates, changing VGA card etc... no solution. 

The root cause was that the user on the machine had a "ç" in his username and home folder. So RGS receiver died because it wasn't able to read "c:\users\François\hpremote"  . So this issue could probably affect a lot on non-english users. Seeing your username (isn't it written with an "ø" usually? ), you could be experiencing this problem.

Hope it helps.

[kboeeck]

Hi Becky,

We found out that the issue is that if you have i.e. a Danish Character in your HomeFolder name, the RGS software wont start. I tried with a different user on the laptop and that worked.

So theres a bug or limitation of having a Danish or other foreign characters in the name of the homefolder.

[BeckyN]

We have duplicated the issue and are working on fixing it.

Thank you for the follow-up.

[Lizzy_G]

Good news, Kboeeck.

I just sent you a private message with a solution to the character issue.

Please give it a try and let us know how it goes.

Thank you.

[rscosworth]

Hello, Lizzy! Can u send me that solution too? I have the same problem now. Thank you

[Lizzy_G]

Hi Rscosworth,

The solution I sent the other day did not solve the problem so our team is finishing up a fix that should solve the problems with non-ascii characters once and for all.

It should be no later than tomorrow, and I'd be glad to share it with you too. 

Thank you.

[TomHolm]

We experienced this a while ago on 1 user that was working from home, but we never resolved it. Now i have a user that is experiencing the same that it closes after the splash screen. We tried with both Receiver 7.7 and the new ZCentral 20.0... Receiver. I am gonna ask him if he can try another userprofile, but if you have a fix for this it would be great! This user had a profile with a swedish character (ö)

[Lizzy_G]

Kbooeck, Jasminl, Rscosworth, TomHolm:

I sent you all PMs with with a test build that will resolve the issue with accented characters.

I've uploaded Windows Installers for now, along with instructions to download them.

If you're on RGS 7.7, you can give Remote Boost 20.0 a try (aka the new RGS 😉)

Thank you all.