Neorouter client service might get stuck [Fixed since 1.3.0]

ElTopo · **Joined:** Tue Feb 10, 2009 4:11 am **Posts:** 96

Neorouter Explorer Version: 1.1.0.1800[1]
OS: Windows XP Pro SP3 US English

After Windows OS resumes from hibernation, sometimes Neorouter Client Service gets stuck in 'resuming...' status and stays there for long time (at least one hour before I kill it):

Neorouter Explorer is also stuck in the 'logging in' dialog.

I have to manually kill 'NRService.exe' process from taskman to make the service working again.

I saw this happened twice with 1.1.0.1800[1], did not see it with older versions.

Edit: I don't see this problem since 1.3.0.

ElTopo · **Joined:** Tue Feb 10, 2009 4:11 am **Posts:** 96

today this happened on my Windows 7 x64 too

it's more difficult to kill NRService.exe on a Windows 7 system because user generally does not have permission to kill a system service (even if he is in administrative group).

kevinz · **Joined:** Sun Nov 16, 2008 6:41 am **Posts:** 1878

Hi ElTopo,

Thanks for reporting the issue.

We cannot repro your issues in our lab yet. Can you help get log files for nrservice and send to support@neorouter.com? So that we will investigate it.

To enable logging, you can launch Network Explorer and choose menu Help | Troubleshooting | Log session to file. Then please restart NeoRouter Client Service using services.msc. Then please reproduce the bug.
Choose the menu Help | Troubleshooting | Open Configuration Folder, you will see the log file.
(The generated log file will be saved to %AllUsersAppdata%\ZebraNetworkSystems\NeoRouter\NRService*.log.)
To disable logging, just uncheck the above menu option.

Note:
After Windows OS resumes from hibernation (wake up), NR Client service should be notified by Windows, then it restarts. You should see two log files. One is for the NR service before OS sleeps; another is when OS wakes up.

Thanks,
KevinZ - NeoRouter team

ElTopo · **Joined:** Tue Feb 10, 2009 4:11 am **Posts:** 96

Kevin,

Thanks, I turned on logging.

ElTopo · **Joined:** Tue Feb 10, 2009 4:11 am **Posts:** 96

Here's a log file from My Windows 7 x64, it was put to hibernate at 2010-05-08 01:29:28, resumed at 2010-05-08 21:49:13, "The NeoRouter Client Service" status has been "resuming" for over 30 minutes (Start/Stop/Pause/Resume buttons are all disabled).

NRServer is running OK because I have other working systems connected to it (including one client started after Windows 7 x64 got 'resuming' status).

kevinz · **Joined:** Sun Nov 16, 2008 6:41 am **Posts:** 1878

Hi ElTopo,

Can you collect the log file for NRService instead of the NRClient? The current log file you posted is for NRClient, which is the GUI app, but we need to investigate the nrservice.

When you turn on the logging, you may want to restart the nrservice (NeoRouter Client Service) from the service manager, then repro the issue (sleep/wake up). You will see log files look like "NRService.xxxxxxxx.log". Please either send or post that file. (If you see more NRService.xxxxxx.log, send all of them)

Thanks,
KevinZ - NeoRouter team

ElTopo · **Joined:** Tue Feb 10, 2009 4:11 am **Posts:** 96

Kevin，

I didn't notice there are two different log files... I will post the other one when I have my home computer turned on.

ElTopo · **Joined:** Tue Feb 10, 2009 4:11 am **Posts:** 96

I digged out the log file, too bad it does not say much:

Code:

2010-05-08 01:29:23,110|03708|04164| |    -[CPeerMgr::RemoveAllPeers](hr=0x0)
2010-05-08 01:29:23,110|03708|04164| |  -[CServiceInstance::Stop]
2010-05-08 01:29:23,110|03708|04164| |  +[CServiceInstance::Uninitialize]
2010-05-08 01:29:23,110|03708|04164| |    +[CTcpBaseGlobalTimerQueue::~CTcpBaseGlobalTimerQueue]
2010-05-08 01:29:23,110|03708|04164| |    -[CTcpBaseGlobalTimerQueue::~CTcpBaseGlobalTimerQueue]
2010-05-08 01:29:23,110|03708|04164| |    +[CUdpBaseGlobalTimerQueue::~CUdpBaseGlobalTimerQueue]
2010-05-08 01:29:23,110|03708|04164| |    -[CUdpBaseGlobalTimerQueue::~CUdpBaseGlobalTimerQueue]
2010-05-08 01:29:23,110|03708|04164| |     [COpenSSLLockManager::ThreadingCleanup]
2010-05-08 01:29:23,110|03708|04164| |  -[CServiceInstance::Uninitialize]
2010-05-08 21:49:19,368|03708|04164|I|  Server Continue
2010-05-09 02:38:35,043|03708|04164|I|  Service Pause
2010-05-09 11:59:06,297|03708|04164|I|  Server Continue
2010-05-09 11:59:19,229|03708|04164| |  +[CRequestQueue::RQUninitialize]
2010-05-09 11:59:19,229|03708|04164| |    +[CRequestQueue::RQReset]
2010-05-09 11:59:19,229|03708|04164| |    -[CRequestQueue::RQReset]
2010-05-09 11:59:19,229|03708|04164| |  -[CRequestQueue::RQUninitialize]
2010-05-09 11:59:19,229|03708|04164| |  +[CClientProt::_Disconnect]
2010-05-09 11:59:19,229|03708|04164|T|    CClientProt::_Disconnect
2010-05-09 11:59:19,229|03708|04164| |  -[CClientProt::_Disconnect]
2010-05-09 11:59:19,229|03708|04164| |  +[CClientSocket::GlobalUninitialize]
2010-05-09 11:59:19,229|03708|04164| |  -[CClientSocket::GlobalUninitialize]
2010-05-09 11:59:19,229|03708|04164| |  +[CFirewall::RemoveAll]
2010-05-09 11:59:19,229|03708|04164| |  -[CFirewall::RemoveAll](hr=0x0)
2010-05-09 11:59:19,229|03708|04164| |  +[CUIRPCSocket::~CUIRPCSocket]
2010-05-09 11:59:19,229|03708|04164| |  -[CUIRPCSocket::~CUIRPCSocket]
2010-05-09 11:59:19,229|03708|04164| |  +[CMsgQueue::~CMsgQueue]
2010-05-09 11:59:19,229|03708|04164| |  -[CMsgQueue::~CMsgQueue]
2010-05-09 11:59:19,819|03708|04164| |-[CServiceMain::ServiceMain]
2010-05-09 11:59:19,819|03708|04164|******************************************

the questionable period has only two lines:

Code:

2010-05-08 21:49:19,368|03708|04164|I|  Server Continue
2010-05-09 02:38:35,043|03708|04164|I|  Service Pause

looks like I resumed the system at 21:49 then put it back to hibernate at 02:38. I guess this is because the service was not running (the system had trouble to start/restart/resume it).

kevinz · **Joined:** Sun Nov 16, 2008 6:41 am **Posts:** 1878

Hi ElTopo,

It seems the NR service does not start for some reason. The log file you attached is looks good. It received the notification from Windows and try to continue, e.g. restart the service itself, but seems failed, or you should see at least 2 log files, named "NRService.......log". One is you attached, another one should be generated by the new service process. But didn't see it.

Please test:

1.Open services.msc, find NeoRouter Client service, make sure it's under "Local System Account".

2.Open task manager and add "PID" column. Remember the PID of current NRService.exe, then pause the service in services.msc, after a while, resume the service in services.msc. Check the PID in the task manager see if they are changed. If you enable logging you should see 2 log files generated.

3.If it works in the last steps, please run "C:\Program Files (x86)\ZebraNetworkSystems\NeoRouter\NRService.exe" /restart in a cmd prompt under admin permission, see if you get 2 log files.

Thanks,
KevinZ - NeoRouter team

ElTopo · **Joined:** Tue Feb 10, 2009 4:11 am **Posts:** 96

Kevin,

this problem does not happen every time I resume from hibernation, as you can see, when I resumed at 2010-05-09 11:59:06, neorouter service continued successfully (even though when I hibernated the system NRService was stalled).

1. yes, from "Log On" tab, "Neorouter Client Service" uses "Local System account" ("Allow service to interact with desktop" is unchecked);

2. pid of NRService.exe changed after "pause"/"resume", new NRService log created, NRClient log got updated (did not create new one);

3. "NRService.exe /restart" also created new NRService.log but not NRClient.log.

2 and 3 are tested when NRService.exe is working, not stalled (i.e., resuming, cannot restart/pause/stop).

Also, I don't remember I saw this problem before version 1.1.0.1800.

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Neorouter client service might get stuck [Fixed since 1.3.0]

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