Latest Windows Update crashes LiveResponse

[Roger Clark]

Can you try to uninstall the application and then reinstall?

[JJH1947]

I have installed LiveResponse ver. 56 (Stable), but it is not working. During the installation process, I receive this message: "Error opening file for writing: VSSH.dll." Before running the installation program, I disabled all antivirus software and completely uninstalled the previous version of LiveResponse.

After running the install, I launched LiveResponse and received this error message:
03/13/2008 10:56:00 Trying to log into account "Bits & Bytes" with status 'Online' with URL: https://www.bitsbytescomputer.com/supportdesk/
03/13/2008 10:56:01 A communication with the server has failed. Details:
03/13/2008 10:56:01 An error occurred while attempting to communicate with the server (online 00:00:00):

However, this URL -- https://www.bitsbytescomputer.com/supportdesk/ -- does work if you paste it into your browser.

Thoughts, anyone?

[Adept Systems]

Originally Posted by AllureHost

I cannot get the new version installed, I have to stick with .56. When I reinstall, it doesn't open, it crashes and tells me to reinstall. Anyone else have this?

I am also having this problem.
I tried to uninstall it and then install again, but it did not work.

[AllureHost]

Originally Posted by Adept Systems

I am also having this problem.
I tried to uninstall it and then install again, but it did not work.

Good, at least I am not on my own here. Well, I have tried reinstalling and rebooting and still no go. Not sure what to do but stick with .56 until a fix is made.

[kenja]

I am having the same problem on both of my computers. I've tried installing both the .56 and the .58 and both give me the file writing error during the installation. I tried the .54 and it did install, but of course it didn't work because of the proxy issue.

Does anyone know how to navigate around the installation problem? This is very frustrating.

[kenja]

It turns out that the DLL error was because I still had LiveResponse loaded in memory. I had uninstalled it and quit the application, but somehow there were three instances in my application tray with red X's through them. My co-worker had exactly the same problem.

I managed to get .58 installed, but it would not start up.

I then installed .56 and it seems to be working... However, every page that I go to now gives me a javascript error. Is this normal??? I never had this problem before, so it must be new with this version. Does anyone know how to get it to stop throwing script errors?

Thanks.

[Ryan Lederman]

Hi everyone,

VSSH.DLL is what is known as a "Global Hook." This file is part of the ViewShare functionality, and is loaded by every process with a top-level window on your desktop.

If you receive a write error about VSSH.DLL, open the Task Manager (Ctrl+Shift+Esc) and make sure there are no "LiveResponse.exe" instances under the "Processes" tab.

If it still won't install, reboot your computer (and make sure LiveResponse is not set to start with Windows, because this will re-load the global hook).

If you still can't get it to work, try hitting "Ignore" when the error about that file appears during the installation -- we will likely never modify this file again, so you don't have to worry about having an out-of-date version.

If LiveResponse CRASHES when you try to open it after an upgrade, please perform the following steps:

1. Uninstall LiveResponse from the add/remove programs console
2. Delete the directory where LiveResponse was installed (usually C:\Program Files\Kayako\LiveResponse)
3. Delete the registry hive (HKEY_CURRENT_USER\Software\Kayako\LiveResponse)
4. Re-install LiveResponse

[Adept Systems]

Ryan, when I uninstall Liveresponse, it deletes the liveresponse folder in program files \ kayako , and it also removes the registry entry in current user.

So, I uninstalled it, the folder and the registry entry were gone, then reinstalled it, and got the error.

[Ryan Lederman]

Adept Systems,

Please provide me with a screenshot of the error as well as version information for your OS and LiveResponse, and any entries that might appear in the Windows event viewer under Application.

[JJH1947]

Ryan,

I followed your instructions to the letter, and I still get this error:

Error: <No extended error information available>
03/14/2008 10:55:39 Trying to log into account "Bits & Bytes" with status 'Online' with URL: https://bitsbytescomputer.com/supportdesk/
03/14/2008 10:55:40 A communication with the server has failed. Details:
03/14/2008 10:55:40 An error occurred while attempting to communicate with the server (online 00:00:00):

John Hughes

[craigbrass]

I notice that URL gives an error about the SSL Cert. Tried connecting over a none SSL connection?

[Ryan Lederman]

@JJH1947, what is the rest of the error message?

[Ryan Lederman]

Sorry guys, it appears a bad manifest creeped into the last few builds. Please download the .61 build from http://hotfix.kayako.com/latest.php?...platform=win32 and let me know *immediately* if you experience any problems.

NOTE: Make sure to uninstall before reinstalling.

[JJH1947]

Ryan,

I ocmplketely uninstalled ver 56 and installed LiveResponse 3.1.1.61 STABLE.

I received this error message:

03/17/2008 18:08:06 ViewShare: started server on port 5055
03/17/2008 18:08:06 Trying to log into account "Bits & Bytes, Inc." with status 'Online' with URL: https://www.bitsbytescomputer.com/supportdesk/
03/17/2008 18:08:08 A communication with the server has failed. Details:
03/17/2008 18:08:08 An error occurred while attempting to communicate with the server (online 00:00:00):

Authentication has failed!

Error: <No extended error information available>

Thoughts? I am running Windoes XP, SP 2. All upgrades installed.

Thanks,

John

[Jamie Edwards]

Hi John,

Under network settings in the options dialogue, do you have Proxy enabled?