5.5.3 Upgrade - Most Computers Display Offline After Restart

Remote Support and Access
1

A couple of days ago I upgraded my SimpleHelp server and clients’ computers to 5.5.3.
Initially, all seemed to be OK.

As part of my semi-weekly maintenance, I reboot the clients’ computers.
After that, only 16 computers appeared to be online with the majority displaying as offline.
I then rebooted the physical computer where the SimpleHelp server runs and now only 4 client computers appear to be online.

I checked about 6 of the offline clients’ computers using another Remote Support program.
The Remote Access Service is running.
I ran the commands:
net stop “Remote Access Service”
net start “Remote Access Service”
The computers still appear to be offline.
I rebooted some of these computers, and they still appear offline.

My IP address has not changed in the past week or even longer.

I would really appreciate any assistance towards a quick resolution!

I am also opening a support ticket.

Thank you in advance.

2

after the upgrade, please be sure your firewall IPS didn’t block the clients. This issue occurs a lot when using SNORT.

1 Like
3

Thank you for your suggestion.

I checked the FireWall settings and all is as expected.
The Port Forwarding on the router is also correct.

4

After installing 5.5.2 we had several machines that upgraded just fine, but the next time that they rebooted they were lost. When we’d go on the machines we needed to reinstall SH to make them work again. I don’t know that we’ve come across it again since the initial few though.

5

Yes, that worked. Thank you.
One additional note that some of the computers had to be rebooted before the reinstallation of SH.