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Hello,

I’m hoping for some assistance with figuring out an issue that we have been experiencing in our deployment. Units will sometimes show they are offline in RS/PRA consoles, despite being online. I’ve worked with support in the early stages of our deployment for this issue, and I was able to make the required adjustments within our other systems to allow the programs to run properly, which fixed the majority of this issue. 

However, now it seems that if the computer is on for too long (goes ___ number of days without being turned off or restarted), the services will stop and need to be either manually started, or the computer turned off/restarted to get the services to come back online. This provides challenges as getting users to restart or turn off their computers periodically would be challenging to manage, and there are some units that are rarely restarted or powered off due to their function. 

Whenever this issue has arisen since we made the necessary changes to our anti-virus and networking systems, that’s the only common denominator I’ve been able to find, and a restart has worked every time to fix the issue (because the services start back up upon booting/signing in). 

I’ve tried looking into creating a GPO to keep the service running/restart it if it fails, but it seems that it either can’t run based on the display name or using the service name with a wildcard (since the service name is unique to each computer), or I’m not setting it up correctly. 

I think this summarizes everything? If anyone has any questions for me that might help evaluate/resolve the issue, please let me know. I’d appreciate any help/insight possible. I’d like to be done with this issue finally as it’s been going on for a while and I feel stuck as my troubleshooting didn’t resolve. 

 

Thanks

Hello Zrobichaud!

This behavior is a bizarre one and is often very difficult to nail down to what is actually causing the issue.  I can provide some details of best practice and things to look out for:

  1.  If you have noticed that services are stopping typically around the 100+ day mark, a reboot cycle of your endpoints may be needed. 
  2. If you are noticing that services are stopping well before 100 days, this typically is caused by some security software stopping the process (normally the majority of cases) and needs to be whitelisted.  Whitelist Bomgar-scc*.*  and/or Bomgar-ps*.*
  3. Make sure the appliance system uptime does not exceed 180-days without a reboot, this is why we recommend upgrading twice a year, or upgrade once a year with a reboot twice a year. This is done in /appliance → reboot appliance
  4.  Another good general practice that may help, is restart the site software every 30-60 days.  Gives everything a nice services refresh and updates the pulse to the endpoints that are always running and restarting all the endpoint services.  This is done in /login → status page → restart site software button

 

Hello Zrobichaud!

This behavior is a bizarre one and is often very difficult to nail down to what is actually causing the issue.  I can provide some details of best practice and things to look out for:

  1.  If you have noticed that services are stopping typically around the 100+ day mark, a reboot cycle of your endpoints may be needed. 
  2. If you are noticing that services are stopping well before 100 days, this typically is caused by some security software stopping the process (normally the majority of cases) and needs to be whitelisted.  Whitelist Bomgar-scc*.*  and/or Bomgar-ps*.*
  3. Make sure the appliance system uptime does not exceed 180-days without a reboot, this is why we recommend upgrading twice a year, or upgrade once a year with a reboot twice a year. This is done in /appliance → reboot appliance
  4.  Another good general practice that may help, is restart the site software every 30-60 days.  Gives everything a nice services refresh and updates the pulse to the endpoints that are always running and restarting all the endpoint services.  This is done in /login → status page → restart site software button

 

 

Hi!

Thank you for the information. I definitely haven’t been keeping an eye on the appliance or site software uptime, I appreciate the insight. I’ll take a look into that. Regarding the second point, I tried to whitelist the proper processes/services through our anti-virus, but it’s possible that I missed something. I’ll take another look into that. 

Z

​@zrobichaud which RS version you are running? I had similar issue. There was a known issue in 24.3.x series recently, which got fixed in the latest patch release. Issue description from release notes:
 

Jump Clients The Jump Client service intermittently stopped when a laptop went to sleep, hibernated, or switched between wired and Wi-Fi connections. When this occurred, the service error, "The drive cannot find the sector requested" appeared in the event log, and the Jump Client showed as offline in the access console.

 

After update to 24.3.2 the service doesn’t stop anymore, but there are still some issues with tray icon display. Sometimes it shows that Jumpclient is not connected, but actually it is running and connected.

​@zrobichaud which RS version you are running? I had similar issue. There was a known issue in 24.3.x series recently, which got fixed in the latest patch release. Issue description from release notes:
 

Jump Clients The Jump Client service intermittently stopped when a laptop went to sleep, hibernated, or switched between wired and Wi-Fi connections. When this occurred, the service error, "The drive cannot find the sector requested" appeared in the event log, and the Jump Client showed as offline in the access console.

 

 

Hello! 

We were running an older version, so I tried to push those upgrades through this week, but we’ve encountered some issues. A few units are stuck on status oUpgrade Pending], and some of the units haven’t been able to be reached for the upgrade (I believe since the service is still offline). I spoke with a support representative and they mentioned that the upgrade won’t go through unless the service is enabled, so I need to make a plan to figure out which units are stuck, and they also mentioned that the units stuck on nUpgrade Pending] will likely need a redeployment. We’re at 200+ units and increasing, so I need to try and figure out a plan on how to address it… Any suggestions or insight would be appreciated. 

 

Thanks,
Z

​@zrobichaud At the worst case scenario, you could create a GPO to start the BeyondTrust services every day till you find the issue. if its only stopping after a few days of running that will work just fine as a workaround

For me latest couple of versions also sometimes hang on “Upgrade Pending” much more often now, but usually the upgrade comes through in 2-4 hours, just give it some time.

As for services not connecting, if the units are connected into AD/Azure/Intune/whatever RMM management infrastructure you have, just restart it via PowerShell.

​@zrobichaud At the worst case scenario, you could create a GPO to start the BeyondTrust services every day till you find the issue. if its only stopping after a few days of running that will work just fine as a workaround

Or you can set the service itself to be autorestarted on stop 🙂. All Windows Service has this possibility.

​@zrobichaud At the worst case scenario, you could create a GPO to start the BeyondTrust services every day till you find the issue. if its only stopping after a few days of running that will work just fine as a workaround

I tried to do a GPO for the services that keep stopping, but the service short name on each computer contains a random assortment of 20ish characters, and the GPO setting uses this as the identifier, so I haven’t figured out a way to use either the display name or use wildcards/only a portion of the short name for the GPO. If you happen to have any resources on this it would be helpful. Everything I’ve found regarding this topic so far hasn’t been applicable or been able to resolve the inquiry. 

​@zrobichaud At the worst case scenario, you could create a GPO to start the BeyondTrust services every day till you find the issue. if its only stopping after a few days of running that will work just fine as a workaround

Or you can set the service itself to be autorestarted on stop 🙂. All Windows Service has this possibility.

I’ll look into this. I was also considering creating a script and having a GPO run the script every 30 minutes or so to restart the service, but not sure if that’s feasible. I’ve done a bit of work with scripts but not a heavy amount. 

​@zrobichaud At the worst case scenario, you could create a GPO to start the BeyondTrust services every day till you find the issue. if its only stopping after a few days of running that will work just fine as a workaround

I tried to do a GPO for the services that keep stopping, but the service short name on each computer contains a random assortment of 20ish characters, and the GPO setting uses this as the identifier, so I haven’t figured out a way to use either the display name or use wildcards/only a portion of the short name for the GPO. If you happen to have any resources on this it would be helpful. Everything I’ve found regarding this topic so far hasn’t been applicable or been able to resolve the inquiry. 

You should be able to achieve this with PowerShell pretty easily.

Get-Service sra-* |Start-Service

This will start every service beginning with “sra-”.

​@zrobichaud At the worst case scenario, you could create a GPO to start the BeyondTrust services every day till you find the issue. if its only stopping after a few days of running that will work just fine as a workaround

I tried to do a GPO for the services that keep stopping, but the service short name on each computer contains a random assortment of 20ish characters, and the GPO setting uses this as the identifier, so I haven’t figured out a way to use either the display name or use wildcards/only a portion of the short name for the GPO. If you happen to have any resources on this it would be helpful. Everything I’ve found regarding this topic so far hasn’t been applicable or been able to resolve the inquiry. 

You should be able to achieve this with PowerShell pretty easily.

Get-Service sra-* |Start-Service

This will start every service beginning with “sra-”.

Worked like a charm, thank you for the information. I’m going to try and get this on some sort of automatic schedule. I really appreciate your help! 

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