8 Replies Latest reply on Oct 20, 2020 3:30 AM by Irfan bhati

    BMC 12.7 failed to start the remote service when rolling out

    Larry Clevenger
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      Has anyone else performed a rollout and received Failed to star the remote service errors?

        • 1. Re: BMC 12.7 failed to start the remote service when rolling out
          Sameehan Joshi

          Larry,

           

          Can you check if AV exclusions are done properly?

          When we faced this issue, we raised a ticket with support and found that 'Behaviour Monitoring' module of our AV was causing it. For time being, we disabled that module and rolled out our agents.

          • 2. Re: BMC 12.7 failed to start the remote service when rolling out
            Larry Clevenger

            First time around it worked successfully it wasn’t until I had an agent installed and attempted a reinstall I received the error.

            • 3. Re: BMC 12.7 failed to start the remote service when rolling out
              Irfan bhati

              hi Larry Clevenger

               

              I am facing the same issue after applying the antivirus exclusion policies one time installation is working fine but when we do reinstallion it gets failed with the same error.

              Did you find any solution for this? if yes, could you please share with me?

               

              Thanks in advance.

              • 4. Re: BMC 12.7 failed to start the remote service when rolling out
                Steve Gibbs

                Irfan, until Larry responds can you provide both the agent version you are on and if you enabled the "lock service" feature on the end point you are trying to reinstall the agent. It has been my experience that if the service is locked that some issues are directly related to this feature. Can you also see if the uninstall part of the "REINSTALL" process was completed by navigating to the end point in question and looking at the folder structure is still intake under BMC Software?

                 

                Another cause could be the device needs to be rebooted due to either a patch being installed but yet to reboot or another MSI package was installed but a reboot required.  Below is more details about the Agent Service being locked.

                 

                How to test if "Lock Service" is enabled just go to the device in the console and expand Agent Configuration > Security...  If agent still responsive you will have access via the console. If agent partially uninstalled or corrupted (reason for reinstall) then you will need to go to the actual file system and review the mtxagent.ini file about line 383:

                 

                ; 'LockService' indicates the service is to be locked at startup

                 

                 

                LockService=FALSE

                 

                From the Console:

                 

                If the service is locked then you may need to disable this feature and restart the agent and try to reinstall agent again.

                 

                If Larry can add his experience and how he over came this issue, that would be great.

                • 5. Re: BMC 12.7 failed to start the remote service when rolling out
                  Irfan bhati

                  Thank you Steve Gibbs for your prompt response.

                   

                  The agent version is 20.08 and I am uninstalling it using uninstallation package and I am able to uninstall the BCM agent successfully without any traces but when I am trying to install again it is getting failed with the above said error. The BCM agent is not locked.

                   

                  The client has enabled monitoring behavior of Trend Micro anti malware. and as we are aware of it that this module blocks malicious executable files to be executed. and we have excluded ..\client\.. directory from the scan and it's working fine. We have followed the below document for setting up the exclusion policy :Antivirus exclusions - Documentation for BMC Client Management 12.5 - BMC Documentation

                   

                  Do we have any other document or is this document missing some files to be excluded to create an exclusion policy? if anybody has a detailed anti-malware exclusions including ones for behavior monitoring and if any additional services that needs to be excluded ( ones that haven’t been mentioned in the URL that was provided).

                  if they have a detailed anti-malware exclusions including ones for behavior monitoring and if they have any additional services that needs to be excluded ( ones that haven’t been mentioned in both the word document and the URL that was provided)

                  • 6. Re: BMC 12.7 failed to start the remote service when rolling out
                    Steve Gibbs

                    Irfan bhati,

                     

                    MTXsetup.exe runs from the Windows Temp directory that creates the installation service (Environmental Variable). Do you have any "installed" agent remaining in the Rollout module? A complete log is available for your review to assist in letting you know EVERYTHING that is done during the installation process.

                     

                    For some reason the best document showing all the exclusions has been removed. The document below does not cover the MTXsetup method...

                     

                    How to improve the performance of Client Management

                     

                    If you do not have a successful deployment from the rollout module then you can manually try to install on a device prior to trend being installed to capture the complete log.

                     

                    Good luck!

                     

                    Steve

                    • 7. Re: BMC 12.7 failed to start the remote service when rolling out
                      Larry Clevenger

                      My problem was probably not the same as yours as we have two environments currently one under 12.0 and one under 20.8 now after an upgrade. The issue I was facing is the 12.0 client still had a service listed even though it was installed due to the way we image our machines. Once we deleted the auto install under the image to install our latest client and took a snapshot of the image the problem went away. So we actually had two services running and one was no longer used and causing havoc on new installations of the client.

                      • 8. Re: BMC 12.7 failed to start the remote service when rolling out
                        Irfan bhati

                        Thank you Larry Clevenger for your response. I really appreciate for your prompt response. Our environment is new and all the agents are of the same version 20.08 .

                        I will check with the customer support.

                         

                        Have a great day ahead!