Rescue Calling Card reopens continuously on customer's system

KBS2013

I've seen on numerous occasions where the Calling Card gets stuck on the "connecting" screen (slurping down CPU resources) and keeps opening back up after the user closes it. However, this particular issue is different than that. Immediately after a restart, Rescue Calling Card opens (even though it has not been configured to do so) normally, and then it opens again. And again. And again. And Again. It will keep opening new instances over and over again until the machine buckles under the pressure (or the Calling Card gets uninstalled). Of the many issues and headaches that our organization has dealt with related to Rescue, Calling Cards, and Unattended Access, this is the first time that I've ever even heard of this particular problem.

At this point, I've thrown just about everything at it that I know of, (Revo Uninstaller, ran system integrity checks, patched Windows to current, checked for evidence in Windows Event Viewer, looked for funky stuff in task scheduler, etc.) and while I can reinstall the Calling Card with no issue, it always starts doing this again after the next restart.

Has anyone ever seen this happen before, and if so, do you know the cause (or even a solution)?

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JPPPereira

Hello,

Every day we have to help dozens of clients stop the service and uninstall our applet. Tomorrow it will be one month since this was reported, and the fact that there is still no solution is very serious, especially for a paid product.

We understand that software development sometimes has these issues, but can’t you roll back to the last stable version? Why do you keep making the problematic version available? Every time a client updates, they end up with the same problem.

Thank you.

GOMan

Hello,

We too are actively facing this same issue on a few machines with this version that we recently deployed out to our fleet.

What do we need to avoid this bug? so far only disabling the service stops the popups.

KBS2013

You're welcome. Will the bad update at least be withheld until the patch can be released?

GlennD

Hi @RMarkwald, welcome to the community. This issue is being actively worked on, but I do not have an ETA for a release yet. I will post an update here when one is available.

RMarkwald

Hello @KateG ,

Is there any update on this? I had a machine that updated to v7.54.1328 and it caused the issue. I reverted back to a v7.51.xx build I had and uninstalled the problematic version. Is there any sort of ETA for this to be addressed in a future update?

KateG

Hi @KBS2013

Thanks for getting back to me. It appears that the newest version was held back, I don't have an update on the release at this time.

The bug does appear to be on 7.54.1328. As it stands you should keep your workaround and stay on 7.8.658 until the new version comes.

I'm sorry for the confusion and appreciate your sharing the workaround. I will update the thread when I hear more on the release. Thanks.

KBS2013

The affected machine is on 7.54.1328. I tested with an earlier build, (7.8.658) however, and was not able to replicate the issue from there. No update to 7.55.1344 appears to be available to it right now, (using the built-in updater) so, for the time being, I'm asking the customer to stay on 7.8.658 until a version newer than 7.54.1328 becomes available, unless you know where I could get an installer for 7.55.1344 to test with.

KateG

Hi @KBS2013 nice to see you and sorry to hear this.

This occurrence appears to be associated with a bug found in version 7.54.1328 and it is fixed now in to version 7.55.1344. Can you ensure the affected machines are on this version? Thanks.