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Fail to install "Service uninstall error code:-4"

16 REPLIES 16
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Message 1 of 17
Maxim-CADman77
1753 Views, 16 Replies

Fail to install "Service uninstall error code:-4"

Two notebooks, same model.
First, Win7enterprize - install OK.
Second, Win7pro Rus. - "There was an error installing the Autodesk Remote service. Service uninstall error code:-4".
(installation from local HDD).

What might be the cause of problem?

16 REPLIES 16
Message 2 of 17

I get the same error on win7 enterprise sp1

Message 3 of 17

I refused to use that "issued" notebook and took third with enterprize.

I tried connect first with third. All-in-all it is not working. Also it
is not stable.

1 time out of ~20 attempts to connect it shows me just black window. The
rest ~19 connections just failed to connect. No changes on my side in-between.

Message 4 of 17
schmiej
in reply to: Maxim-CADman77

What is the model of the notebook you are using?   and is the notebook the host machine or a client you are using to connect to the hosted system?

 

Thanks.

Message 5 of 17
Maxim-CADman77
in reply to: schmiej

As I wrote in first message there are two notebooks of same model (Asus
N53S).

The issued notebook was neither host nor client (remember, RC was not
installed on it?).
Message 6 of 17
asburyj
in reply to: schmiej

It may be that the service is having a connection problem when it's configuring. Are you on a work/school network? There are some ports and domains that need to be available on your network for the service to connect (See below). If you don't have the ability to change the network you may want to try installing while connected to a different network. 

 

  • Ports and Domains—The following ports must not be explicitly blocked on either the local machine or any intervening firewall between the local machine and the internet (for both host and client machines):
    • 8090 - 8300 UDP Used for client to host communications,
    • 7182 UDP
    • 8080 - 8090 TCP (outgoing) 
    • 80, 443 TCP (outgoing) Used for HTTP and HTTPS communications
      Ensure the following domains are not blocked for HTTPS:
      *.otoy.com
      *.webcl.com
      *.otoyserver.com


Jeffry Asbury
Message 7 of 17
Maxim-CADman77
in reply to: asburyj

I finally managed to get installed AR to any computer I'm willing to
have it on.

But still it doesn't work whatever internet settings I try.

For client it shows hostname and its screenshot but on attempt to
connect it fails with message "Unable to connect to CompName. Would you
like to remove CompName from your list of PC's?"
Message 8 of 17
asburyj
in reply to: Maxim-CADman77

Make sure all your Remote Clients are running the latest version. You can check the version number by right-clicking the Remote icon in the taskbar and choose about. The latest version, as of this moment, would be 1.0.4.1 on the PC. If you are already running that latest version that most likely the issue is related to one of more of the ports or domains listed in my previous post being blocked. 



Jeffry Asbury
Message 9 of 17
Maxim-CADman77
in reply to: asburyj

Could you please clarify, how could I check whether domain is blocked?
Message 10 of 17
asburyj
in reply to: Maxim-CADman77

A basic test would be to see if you can ping the domain in question, however, in some cases a packet shaper or firewall can block traffic from certin applications or ports and still allow ping and port 80 traffic. I would suggesting following up with your IT group/Network administrator to be sure.  



Jeffry Asbury
Message 11 of 17
Maxim-CADman77
in reply to: asburyj

I've already tried this way.

They claim that info is not enough unless exat addresses are known.

Just FYI: the first and second are at least are redirected to
http://render.otoy.com/ when entered to IE address field.

Third (http:\\otoyserver.com) returns "Error Code 11004: Host not
found".

Does this means the third domain is blocked?
Message 12 of 17
asburyj
in reply to: Maxim-CADman77

You would want to unblock the entire domain not any any one particular subdomain. Hence the addresses with the * placeholder (IE. *.otoyserver.com). Has your IT group confirmed the ports I porvided are open on your network?



Jeffry Asbury
Message 13 of 17
Maxim-CADman77
in reply to: asburyj

They claim that nothing is blocked deliberatly
Message 14 of 17
schmiej
in reply to: Maxim-CADman77

Sorry to see your having issues with connecting.  Let's look at a few items before we continue:

 

1) On the host machine, when you set it to share, does the machine stay in a "sharing" state?  Or does it switch back to the off state?

 

2) Is both the host system and the client system in the same network?

 

3) When connecting to the host machine, do you see a message on the system that says something like connection established... in a task bar popup?

To see this message have the host machine unlocked before connecting to it and watch the system.  If you get the popup message and then it closes this is an indicator of firewall UDP port blocking.  

 

4) On the host machine,check if WebCL Service is running, also check if the servive Autodesk Remote is running.

 

5) Do you know if your IT deparment has packet shappers running on the network?

 

We do have a FAQ that documents the ports and firewalls required.   Has your IT department reviewed these?

 

I hope answering some of these questsion will help us isolate where the connection failure is occuring.

Message 15 of 17
Maxim-CADman77
in reply to: schmiej

Thank you for trying to help me with that. Answers are:

1. Yes - host stays ON.

2. I tried both: same network and different networks (haven't
noticed much difference). Now I keep trying on the pair of PC that
belongs to the same network.

3. Now (after 4) - sometimes.

4. AR service was stopped on one of PCs. Now it is started.

5. They pretend to haven't set anything deliberately ... yet QoS is
on by default in all moderm OSes. I believe there is nothing new in
http://usa.autodesk.com/adsk/servlet/ps/dl/item?siteID=123112&id=2198187
5&linkID=9240617 apart from what you have already mentioned.



All-in-all after fixing point 4 one of two is now pretend to connect to
second (connection established) just to show Black Window (approx. res.
1024x768).



On the other hand second can't connect to the first (after 30 seconds -
Unable to connect).



Any further ideas?
Message 16 of 17
schmiej
in reply to: Maxim-CADman77

Seeing the message pop-up and then go away indicates the ports are blocked.  The 1st attempt to connect is thru TCP/IP. Once that connection is established, UDP protocal takes over to stream the desktop.  Your descriptions indicate the UDP protocal is blocked either entirly or for particular domains (for both the black screen and connect/discconect message). We also know that some packet shapers will block as well.

 

Unfortunatly, your IT departmet will need to take a deeper look at the firewall rules and other packet managment services.  

 

 

Message 17 of 17
Maxim-CADman77
in reply to: schmiej

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