Playing around with the “Procedure” section on the console and created some new procedures. When I ran some procedures, they got stuck, now I have 3 procedures running that I can not stop. Nothing I do works. Any idea how to force them closed?
Hello @HuskyLogic
This may be just a visual bug. Please send us the logs from the console and from one of those machines to c1-support@comodo.com and also add the link to this Forum post as a reference.
Console Logs:
1. Navigate to:
C\Program Files (x86)\COMODO\RMM Administration Console
or to
C\Program Files\COMODO\RMM Administration Console
2. Edit dbg_config.ini: change Level=7 to Level=15
3. Wait for the issue to reproduce and then collect Logs from:
C:\Program Files (x86)\COMODO\RMM Administration Console\logs
or
C:\Program Files\COMODO\RMM Administration Console\logs
Agent Logs:
1. Navigate to:
C\Program Files (x86)\COMODO\Rmm Agent Service
or to
C\Program Files\COMODO\Rmm Agent Service
2. Edit dbg_config.ini: change Level=7 to Level=15
3. Wait for the issue to reproduce and then collect Logs from:
C:\Program Files (x86)\COMODO\Rmm Agent Service\logs
or
C:\Program Files\COMODO\Rmm Agent Service\logs
Please archive the logs.
Editing the ini file but I can’t save changes.
Hello @HuskyLogic
Can you try and take ownership of the folder? Or edit it to add “everyone” with full access?
Ok. I got it to save the edit. Still can’t stop the 3 in progress jobs.
Hello,
As mentioned above, the jobs may have been completed already and that may be just a bug, but for that we would need to analyze the logs.
Please follow the above instructions and send the logs.
Logs sent. Thanks for the help.
Hello @HuskyLogic ,
Thank you for sending the logs! We have escalated the case and we will get back to you as soon as we have an outcome on this.
Sent my logs as well; having the same problem.
Hello @PromptCare ,
We got the logs and we have escalated your case. Thank you for your feedback!
Still waiting for an answer to this question I think you have had enough time to “review the logs”. Do we know how to fix this? I’ve tried to “Stop the Process” and that does nothing.
Hello @HuskyLogic ,
We have taken a look at the ticket details and so far there is no feedback after escalating the logs. We do have the tickets into consideration and we will let you know when we hear anything about the previously escalated issue.
If this works, I’m showing a screen shot of the problem. It appears to be more of a time out issue being stuck. Picture won’t upload so here is a link to where you can see it.
https://picasaweb.google.com/101060861570358308304/December62015#6225291064539366610
Hello @HuskyLogic , unfortunately the picture you uploaded is not accesible. We get a “Sorry, that page was not found.” message , when trying to visit the link.
Mine’s gone from bad to worse. One “unknown computer” stuck in Starting, 2 unknowns stuck in “In Progress” and I tried to run a basic Cleanup job on my whole set and now there’s one job with about 30 PCs showing 100% completed but still in In Progress.
Hello @PromptCare ,
Could you please send us the console logs to c1-support@comodo.com ? To collect the logs:
1. Navigate to: C\Program Files (x86)\COMODO\RMM Administration Console or to C\Program Files\COMODO\RMM Administration Console
2. Edit dbg_config.ini: change Level=7 to Level=15
3. Wait for the issue to reproduce and then collect Logs from: C:\Program Files (x86)\COMODO\RMM Administration Console\logs or C:\Program Files\COMODO\RMM Administration Console\logs
Did that on November 23rd, Nick. And there was no news when followed-up on it a week ago.
Do you want them re-sent?
Hello @PromptCare ,
I have checked the escalated issue and there is no need on sending the logs again.
Every time someone mentions an error on this board the canned response we get is “The issue has been escalated and we will let you know when there is an answer.” I’ve been researching this board and everywhere this statement has been placed, that seems to be the end of it. No answer is ever given. Who are these things “escalated” to, and WHEN will we get an answer? The tech support on this program is getting to the point, I don’t know if I want to continue to use the RMM or the PMM programs.
Hello @HuskyLogic ,
This may appear to be so because the escalated cases on here get “moved” or rather updated and catalogued in our ticketing system on which we add notes to the ticket, updates, feedback or any news which might help in resolving the case.
All of the escalated issues from here have a ticket ID assigned to them and are currently in our database. We do keep an eye on them and we offer updates to the users who have reported them, as soon as they become available to us.