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Windows Install problem

Scheduled Pinned Locked Moved Solved Windows
windows 10software agentinstall
13 Posts 2 Posters 809 Views
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  • B Offline
    B Offline
    Berczz
    wrote on last edited by
    #1

    Hi!

    I'm trying to install the software agent on my Windows 10 Pro. Everytime I run the installer, it's stuck on "Starting services", then displays the following error:
    Service 'Echo Networks Service' (OtmService) failed to start. Verify that you have sufficient privilieges to start system services.
    What I see in the Windows event log (I'm Hungarian, some of this is just translated):

    The service couldn't be started. System.NullReferenceException: Object reference not set to an instance of an object.
    in the following place: SJRLibraryCode.Communication.NamedPipe.Close()
    in the following place: SJRLibraryCode.Communication.NamedPipeServer.Listen()
    in the following place: OtmService.OtmService.OnStart(String[] args)
    in the following place: System.ServiceProcess.ServiceBase.ServiceQueuedMainCallback(Object state)

    I've tried the following:

    run it as adminstrator
    Update group policy, so I (and administrators) are added to the "log on as a service" permission
    update my vc redist
    update my .NET Framework 4.8
    run sfc /scannow
    (I've got in kind of a rabbit hole in what might be the problem, that's why I did these)

    I suspect, that the problem might be on my end, but I have 0 idea on how to proceed.

    Any idea would be greatly appreciated,
    Berczz

    OutagesIO_SupportO 1 Reply Last reply
    1
    • B Berczz

      Hi!

      I'm trying to install the software agent on my Windows 10 Pro. Everytime I run the installer, it's stuck on "Starting services", then displays the following error:
      Service 'Echo Networks Service' (OtmService) failed to start. Verify that you have sufficient privilieges to start system services.
      What I see in the Windows event log (I'm Hungarian, some of this is just translated):

      The service couldn't be started. System.NullReferenceException: Object reference not set to an instance of an object.
      in the following place: SJRLibraryCode.Communication.NamedPipe.Close()
      in the following place: SJRLibraryCode.Communication.NamedPipeServer.Listen()
      in the following place: OtmService.OtmService.OnStart(String[] args)
      in the following place: System.ServiceProcess.ServiceBase.ServiceQueuedMainCallback(Object state)

      I've tried the following:

      run it as adminstrator
      Update group policy, so I (and administrators) are added to the "log on as a service" permission
      update my vc redist
      update my .NET Framework 4.8
      run sfc /scannow
      (I've got in kind of a rabbit hole in what might be the problem, that's why I did these)

      I suspect, that the problem might be on my end, but I have 0 idea on how to proceed.

      Any idea would be greatly appreciated,
      Berczz

      OutagesIO_SupportO Offline
      OutagesIO_SupportO Offline
      OutagesIO_Support
      wrote on last edited by
      #2

      Hi,

      I'm sorry you've ended up going down this rabbit hole. I asked around here but the reply unfortunately is fairly unanimous. Many installed this version and it's not something we've seen before/so far.

      Probably, your best place to get help would be Microsoft forums.

      I'll keep checking for you but I would suggest posting in MS forums in the meantime so you have something working for you simultaneously.

      Regards,
      OutagesIO Support

      Search engines favor deep pockets making it difficult to find services like OutagesIO.
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      B 1 Reply Last reply
      0
      • OutagesIO_SupportO OutagesIO_Support

        Hi,

        I'm sorry you've ended up going down this rabbit hole. I asked around here but the reply unfortunately is fairly unanimous. Many installed this version and it's not something we've seen before/so far.

        Probably, your best place to get help would be Microsoft forums.

        I'll keep checking for you but I would suggest posting in MS forums in the meantime so you have something working for you simultaneously.

        B Offline
        B Offline
        Berczz
        wrote on last edited by
        #3

        @OutagesIO_Support

        Hi!
        Thanks for the fast reply!

        I forgot to add:
        I also tried Windows update
        running dism
        disabling my firewall
        adding the the installer to the firewall exceptions
        when the installer said it couldn't start the service, trying to start it manually

        When I let the installer run more, it displays the Error message 0x80070643, which I think I've seen in other posts in the forum, but the problem was solved there with a new version of the windows installer.
        As far as I know it's also a pretty broad, basically msi installer failed message

        I searched Windows forums, but to every nullreferenceException post I could find, the answer was to check the program they were running, so no luck there

        I keep trying, if anything works, I'll let you know.

        OutagesIO_SupportO 1 Reply Last reply
        0
        • B Berczz

          @OutagesIO_Support

          Hi!
          Thanks for the fast reply!

          I forgot to add:
          I also tried Windows update
          running dism
          disabling my firewall
          adding the the installer to the firewall exceptions
          when the installer said it couldn't start the service, trying to start it manually

          When I let the installer run more, it displays the Error message 0x80070643, which I think I've seen in other posts in the forum, but the problem was solved there with a new version of the windows installer.
          As far as I know it's also a pretty broad, basically msi installer failed message

          I searched Windows forums, but to every nullreferenceException post I could find, the answer was to check the program they were running, so no luck there

          I keep trying, if anything works, I'll let you know.

          OutagesIO_SupportO Offline
          OutagesIO_SupportO Offline
          OutagesIO_Support
          wrote on last edited by OutagesIO_Support
          #4

          We have released many version updates so it's possible you may be looking at older posts if you're searching these forums.

          Also, many of those errors are sometimes fairly generic and not specific enough to know what is actually wrong, just a hint or a lead.

          That's why I suggested posting in MS forums where you'll have better luck since it doesn't seem to be a problem with the installer.

          That's not to say there isn't a problem since most just leave instead of letting us know, making it hard to fix problems when they do show up. Just saying we've not seen this one for this version.

          That said, you seem to be trying the right things so I've asked our Windows dev to take a look at your post and see if he notices anything. If he does, I'll be sure to share it asap.

          In the meantime, is there any chance that you have another PC or Linux you could install on?

          Have you tried removing the program, cleaning out the registry (extreme but sounds like you know how) then trying another install?

          Do you have Windows protector or some other software that is maybe preventing the agent service from starting? I don't know MS very well but is there a program out there that might provide more information on why the agent cannot start and have you looked at the event logs for more info?

          Regards,
          OutagesIO Support

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          You could mention us in articles, and perhaps someone would review us.
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          1 Reply Last reply
          0
          • B Offline
            B Offline
            Berczz
            wrote on last edited by
            #5

            @OutagesIO_Support

            Hi!

            Yes, I have another agent (129699) which is already installed on Linux. I wanted to compare the two results, since the Linux is plugged in to the router, and my Windows PC is through a Wifi adapter.
            I checked the registry myself, but I also have a software to remove the changes after every failed installs (IObit Uninstaller).

            I also have Malwarebytes as an antivirus application, but I tried installing while turning every last thing off I could think of, to no success.

            Sincerely,
            Berczz

            OutagesIO_SupportO 1 Reply Last reply
            0
            • B Berczz

              @OutagesIO_Support

              Hi!

              Yes, I have another agent (129699) which is already installed on Linux. I wanted to compare the two results, since the Linux is plugged in to the router, and my Windows PC is through a Wifi adapter.
              I checked the registry myself, but I also have a software to remove the changes after every failed installs (IObit Uninstaller).

              I also have Malwarebytes as an antivirus application, but I tried installing while turning every last thing off I could think of, to no success.

              Sincerely,
              Berczz

              OutagesIO_SupportO Offline
              OutagesIO_SupportO Offline
              OutagesIO_Support
              wrote on last edited by
              #6

              Does not solve your problem but if you have a wifi adapter in your Linux box, you could always make your wifi the default route and you would then be monitoring your wifi.

              Regards,
              OutagesIO Support

              Search engines favor deep pockets making it difficult to find services like OutagesIO.
              To help us, you could leave a Google review, or share your reports in forums, or social media.
              You could mention us in articles, and perhaps someone would review us.
              We count on satisfied members spreading the word!

              B 1 Reply Last reply
              0
              • OutagesIO_SupportO OutagesIO_Support

                Does not solve your problem but if you have a wifi adapter in your Linux box, you could always make your wifi the default route and you would then be monitoring your wifi.

                B Offline
                B Offline
                Berczz
                wrote on last edited by
                #7

                @OutagesIO_Support

                No, sadly it doesn't, but great idea otherwise! I might just (try to) install it on my roommates pc and monitor that, we have the same wifi adapters.

                The Event viewer displays 3 errors, Echo networks service has the one I copied in my post, .NET Runtime's error message says (keep in mind, still some of it is translated from Hungarian:
                Application: OtmService.exe
                Frameworks version: v4.0.30319
                Description: The process stopped because of an unhandled exception.
                Exception details: System.NullReferenceException
                in the following location: SJRLibraryCode.Communication.NamedPipe.Close()
                in the following location SJRLibraryCode.Communication.NamedPipeServer.Listen()
                in the following location: OtmService.OtmService.OnStart(System.String[])
                in the following location: System.ServiceProcess.ServiceBase.ServiceQueuedMainCallback(System.Object)
                in the following location: System.Runtime.ExceptionServices.ExceptionDispatchInfo.Throw()
                in the following location: System.ServiceProcess.ServiceBase.Run(System.ServiceProcess.ServiceBase[])
                in the following location: OtmService.Program.Main()

                And an Application error states:
                Faulting application name: OtmService.exe, version: 1.0.3.1603, time stamp: 0x63335467
                Faulting module name: KERNELBASE.dll, version: 10.0.19041.2075, time stamp: 0x923a0837
                Exception code: 0xe0434352
                Fault offset: 0x0000000000034fd9
                Faulting process ID: 0x1600
                Faulting application start time: 0x01d8d82ad1711e0f
                Faulting application path: C:\Program Files\Echo Networks Service\OtmService.exe
                Faulting module path: C:\WINDOWS\System32\KERNELBASE.dll
                Report ID: b2fcc7e3-2a24-4341-852a-25ac131a464b
                Faulting package full name:
                Faulting package-relative application ID:

                OutagesIO_SupportO 1 Reply Last reply
                0
                • B Berczz

                  @OutagesIO_Support

                  No, sadly it doesn't, but great idea otherwise! I might just (try to) install it on my roommates pc and monitor that, we have the same wifi adapters.

                  The Event viewer displays 3 errors, Echo networks service has the one I copied in my post, .NET Runtime's error message says (keep in mind, still some of it is translated from Hungarian:
                  Application: OtmService.exe
                  Frameworks version: v4.0.30319
                  Description: The process stopped because of an unhandled exception.
                  Exception details: System.NullReferenceException
                  in the following location: SJRLibraryCode.Communication.NamedPipe.Close()
                  in the following location SJRLibraryCode.Communication.NamedPipeServer.Listen()
                  in the following location: OtmService.OtmService.OnStart(System.String[])
                  in the following location: System.ServiceProcess.ServiceBase.ServiceQueuedMainCallback(System.Object)
                  in the following location: System.Runtime.ExceptionServices.ExceptionDispatchInfo.Throw()
                  in the following location: System.ServiceProcess.ServiceBase.Run(System.ServiceProcess.ServiceBase[])
                  in the following location: OtmService.Program.Main()

                  And an Application error states:
                  Faulting application name: OtmService.exe, version: 1.0.3.1603, time stamp: 0x63335467
                  Faulting module name: KERNELBASE.dll, version: 10.0.19041.2075, time stamp: 0x923a0837
                  Exception code: 0xe0434352
                  Fault offset: 0x0000000000034fd9
                  Faulting process ID: 0x1600
                  Faulting application start time: 0x01d8d82ad1711e0f
                  Faulting application path: C:\Program Files\Echo Networks Service\OtmService.exe
                  Faulting module path: C:\WINDOWS\System32\KERNELBASE.dll
                  Report ID: b2fcc7e3-2a24-4341-852a-25ac131a464b
                  Faulting package full name:
                  Faulting package-relative application ID:

                  OutagesIO_SupportO Offline
                  OutagesIO_SupportO Offline
                  OutagesIO_Support
                  wrote on last edited by
                  #8

                  Our Windows dev is on vacation so it'll be a while before he can reply but for these kinds of errors, I'd ask in MS forums to be honest.

                  In fact, if you find out it's something to do with the agent, we'd really appreciate knowing about that too so we could fix it.

                  Regards,
                  OutagesIO Support

                  Search engines favor deep pockets making it difficult to find services like OutagesIO.
                  To help us, you could leave a Google review, or share your reports in forums, or social media.
                  You could mention us in articles, and perhaps someone would review us.
                  We count on satisfied members spreading the word!

                  B 1 Reply Last reply
                  0
                  • OutagesIO_SupportO OutagesIO_Support

                    Our Windows dev is on vacation so it'll be a while before he can reply but for these kinds of errors, I'd ask in MS forums to be honest.

                    In fact, if you find out it's something to do with the agent, we'd really appreciate knowing about that too so we could fix it.

                    B Offline
                    B Offline
                    Berczz
                    wrote on last edited by
                    #9

                    @OutagesIO_Support

                    I posted the question on MS forum, with the details I found and the steps I took, I'll keep you posted if I get any useful answer.
                    I don't know the ID number, and unfortunately I resetted it, BUT one agent was able to send ping signal to the site, while starting during installation. However, I wasn't able to replicate this occurence, which is quite frustrating.

                    OutagesIO_SupportO 1 Reply Last reply
                    0
                    • B Berczz

                      @OutagesIO_Support

                      I posted the question on MS forum, with the details I found and the steps I took, I'll keep you posted if I get any useful answer.
                      I don't know the ID number, and unfortunately I resetted it, BUT one agent was able to send ping signal to the site, while starting during installation. However, I wasn't able to replicate this occurence, which is quite frustrating.

                      OutagesIO_SupportO Offline
                      OutagesIO_SupportO Offline
                      OutagesIO_Support
                      wrote on last edited by
                      #10

                      Yes, that would be appreciated.

                      don't know the ID number, and unfortunately I reset it, >BUT one agent was able to send ping signal to the site, >while starting during installation. However, I wasn't able to >replicate this occurrence, which is quite frustrating.

                      I'm not following how you initiated a ping. Do you mean it sent one ping then no more and you're positive that the service was still running?

                      What do you mean when you say you reset it since you also said the service is never running.

                      -If the service runs at all, then the agent will communicate in some way.
                      -If you reset it, the ID remains which you can share so I can at least take a look, even if it only communicated once.

                      This is what our agent dev told us after looking at everything you've shared.

                      Strange, that MS library hasn't changed since 2016 and is in use in dozens of applications. I'll try to work out what could cause it to fail on this one machine, but that's hard to know to be honest.
                      

                      If it's something on the agent, we're not seeing it in others. However, even rare cases, if it's something we can improve, we'll certainly do it.

                      Regards,
                      OutagesIO Support

                      Search engines favor deep pockets making it difficult to find services like OutagesIO.
                      To help us, you could leave a Google review, or share your reports in forums, or social media.
                      You could mention us in articles, and perhaps someone would review us.
                      We count on satisfied members spreading the word!

                      B 1 Reply Last reply
                      0
                      • OutagesIO_SupportO OutagesIO_Support

                        Yes, that would be appreciated.

                        don't know the ID number, and unfortunately I reset it, >BUT one agent was able to send ping signal to the site, >while starting during installation. However, I wasn't able to >replicate this occurrence, which is quite frustrating.

                        I'm not following how you initiated a ping. Do you mean it sent one ping then no more and you're positive that the service was still running?

                        What do you mean when you say you reset it since you also said the service is never running.

                        -If the service runs at all, then the agent will communicate in some way.
                        -If you reset it, the ID remains which you can share so I can at least take a look, even if it only communicated once.

                        This is what our agent dev told us after looking at everything you've shared.

                        Strange, that MS library hasn't changed since 2016 and is in use in dozens of applications. I'll try to work out what could cause it to fail on this one machine, but that's hard to know to be honest.
                        

                        If it's something on the agent, we're not seeing it in others. However, even rare cases, if it's something we can improve, we'll certainly do it.

                        B Offline
                        B Offline
                        Berczz
                        wrote on last edited by
                        #11

                        @OutagesIO_Support

                        So, the one time it happened, I was able to get to the dashboard of that agent, and I saw data there - on the Status and Pings windows - but the agent was already stopped by that point. So it did start on my PC, but for some reason, it got shut down.
                        129704 is the current ID, but I started the installation on the site from step 0, so I'm not sure if it's still the same. I can't get to the dashboard anymore, so I can't check on the site for more communication. I could try on my end though, but I don't know how it would help diagnostically.
                        Thank you, and your dev for trying and responding anyway. I'll post if I find anything :)

                        OutagesIO_SupportO 1 Reply Last reply
                        0
                        • B Berczz

                          @OutagesIO_Support

                          So, the one time it happened, I was able to get to the dashboard of that agent, and I saw data there - on the Status and Pings windows - but the agent was already stopped by that point. So it did start on my PC, but for some reason, it got shut down.
                          129704 is the current ID, but I started the installation on the site from step 0, so I'm not sure if it's still the same. I can't get to the dashboard anymore, so I can't check on the site for more communication. I could try on my end though, but I don't know how it would help diagnostically.
                          Thank you, and your dev for trying and responding anyway. I'll post if I find anything :)

                          OutagesIO_SupportO Offline
                          OutagesIO_SupportO Offline
                          OutagesIO_Support
                          wrote on last edited by
                          #12

                          Thanks for sharing the ID.

                          I can see that it does communicate, it sends it's first payload but then it stops.
                          To me, something on the OS is stopping the service or conflicting with it which is either causing the service to stop or get blocked by something.

                          The reason you cannot get to the dashboard is because it's not fully running yet so there is no actual dashboard ready to view. I'm looking at the raw data as an admin which is why I can see it tries to communicate then stops.

                          What you'll see is '...Click to complete' probably, since it's not fully communicating yet so it cannot confirm to the site that it's ready to offer the dashboard.

                          Regards,
                          OutagesIO Support

                          Search engines favor deep pockets making it difficult to find services like OutagesIO.
                          To help us, you could leave a Google review, or share your reports in forums, or social media.
                          You could mention us in articles, and perhaps someone would review us.
                          We count on satisfied members spreading the word!

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                          • OutagesIO_SupportO Offline
                            OutagesIO_SupportO Offline
                            OutagesIO_Support
                            wrote on last edited by
                            #13

                            So our Windows dev did some digging and this is what we were told.

                            I've found the reason for the crash this person experienced when installing. 
                            
                            If the service fails to start because the Listen() call throws an exception then the exception handler calls Close() and Close() fails to check if the handle pointer is a null reference before using it. 
                            What I don't know is why we are not able to start a named pipe on that persons machine.
                            I'll add the missing check to the library code but that won't cure the actual problem they had, so I'll investigate further on what might prevent use opening a named pipe on Windows 10 Pro. 
                            
                            I've never seen that fail before. So I don't think we have a general issue here, more likely a restriction configured on that machine or possibly the name we use for the pipe is already being used.
                            

                            Regards,
                            OutagesIO Support

                            Search engines favor deep pockets making it difficult to find services like OutagesIO.
                            To help us, you could leave a Google review, or share your reports in forums, or social media.
                            You could mention us in articles, and perhaps someone would review us.
                            We count on satisfied members spreading the word!

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