RMA service fails to start - error 1053

jbarrellon · Post by **jbarrellon** » Mon Feb 17, 2014 3:58 am

Hello,

We're getting the following error when trying to start RMA Service (with rma_cfg utility and manually) :

Could not start the KS Remote Monitoring Agent service on local computer.
Error 1053 : The service did not respond to the start control request in a timely fashion.

And the following error appears in Windows Event Viewer - Application log :

Log Name: Application
Source: Application Error
Date: 17/02/2014 10:39:49
Event ID: 1000
Task Category: (100)
Level: Error
Keywords: Classic
User: N/A
Computer: CORPIL01.corp.chantelle.com
Description:
Faulting application name: rma.exe, version: 4.62.0.304, time stamp: 0x2a425e19
Faulting module name: KERNELBASE.dll, version: 6.1.7600.16850, time stamp: 0x4e211485
Exception code: 0x0eedfade
Fault offset: 0x0000b9bc
Faulting process id: 0x36f4
Faulting application start time: 0x01cf2bc42a4bcf8b
Faulting application path: C:\asis\RMA-Win\rma.exe
Faulting module path: C:\Windows\syswow64\KERNELBASE.dll
Report Id: 70ecb59b-97b7-11e3-8770-bc305be8172b

We monitor many 2008 R2 servers and this is the first time we get this.
We tried to uninstall/reinstall RMA, change service user account (local administrator account and local system account) but still same problem.

Has anybody already seen this ?

Configuration :
Windows Server 2008 R2 STandard
RMA v4.02
(please tell me if you need more information)

Also, would it be possible for you to compile and provide a 64bits version of RMA.exe just to see if we have the same symptom ? We're running out of idea to solve this problem.
For now, we launch RMA as an application, which is working, but this is just a workaround until we solve this issue.

Thanks for your help.
Julien

KS-Soft · Post by **KS-Soft** » Mon Feb 17, 2014 8:12 am

The service did not respond to the start control request in a timely fashion
Faulting application name: rma.exe, version: 4.62.0.304, time stamp: 0x2a425e19
Faulting module name: KERNELBASE.dll, version: 6.1.7600.16850, time stamp: 0x4e211485
Exception code: 0x0eedfade
Fault offset: 0x0000b9bc
For now, we launch RMA as an application, which is working,
Has anybody already seen this ?

Probably nobody ever have seen such problem, we do not see such reports

What 3rd party software do you have installed on this system? Any antivirus monitor? Non standard winsock components?
Total resource usage on system? Handles? Threads?

Also, would it be possible for you to compile and provide a 64bits version of RMA.exe just to see if we have the same symptom ? We're running out of idea to solve this problem.

Its not because of 32bit software, RMA works on many thousands 64bit systems.
If we just recompile agent without adjusting code, probably it will not work (it will start but I am not sure if will decrypt HostMonitor commands correctly)

Regards
Alex

jbarrellon · Post by **jbarrellon** » Fri Feb 21, 2014 4:04 am

Hello,

The server crashed recently (with blue screen) and RMA is running correctly since the reboot. (This is not the first crash with blue screen)

We don't manage system on this server (fully managed by our customer)
We asked our customer to concentrate on the system problem that caused the crashes and perform Windows Updates (including SP1) on the server.

Hopefully, this will also solve RMA issue.

If not, we will focus on other software, antivirus, ... running on the server as you asvised.
Resource usage (memory, CPU, I/O, handles, threads, ...) seems to be OK.

About 64 bits version of RMA, you don't envisage to do such a version ? We're monitoring more and more Windows 2008 R2 servers (and begin to monitor Windows 2012 servers) and our customers often ask us why we're using a 32bit monitoring software.

Thank you
Julien

KS-Soft · Post by **KS-Soft** » Fri Feb 21, 2014 5:53 am

About 64 bits version of RMA, you don't envisage to do such a version ? We're monitoring more and more Windows 2008 R2 servers (and begin to monitor Windows 2012 servers) and our customers often ask us why we're using a 32bit monitoring software.

Because it works fine and 64bit version will not provide any advantage.
Eventually we will make 64bit version but its low priority task

Regards
Alex

jbarrellon · Post by **jbarrellon** » Mon Feb 24, 2014 9:39 am

Because it works fine and 64bit version will not provide any advantage.

That makes sense, thank you for your answer.

About the initial problem, RMA is still running correctly since the server reboot.
As i previously said we will follow your advice and take a look on other sofware installed on the server if the problem re-occurs.

Thank you for your help.
Julien

KS-Soft · Post by **KS-Soft** » Mon Feb 24, 2014 11:10 am

You are welcome

Regards
Alex