Tools

Applet stuck on restart in DRE

Steps for troubleshooting DRE when Applet is stuck on restart

First published date

4/17/2019 10:12 PM

Last published date

4/17/2019 10:12 PM

Overview

  • Everytime the PC is rebooted and applet session is prompted with the message "Waiting for a technician. Do not close this window"!
  • Everytime the PC is rebooted a message saying "The applet has expired. Please contact the Support provider" pops up!

Product section

Dameware Remote Everywhere

Resolution

  • The Applet service was likely not able to close correctly or a registry change is stuck pending.
  • Attempt one of the following resolutions, any one of them should resolve the issue, however:
  • Command line uninstall and manual registry delete:
    1. Check if the “BeAnywhere Support Express” service (internal name “BASupportExpressService”) exists;
    2. If it exists, please run the following command in an elevated cmd prompt: BASupAppSrvc.exe /uninstall;
    3. Search the registry for the string “BASupportExpress” which should appear inside Run or RunOnce and please remove it.
      • It may happen that either the service or the registry keys don’t exist, but one of them is causing the issue.
  • Launching a new session, suspending it and then closing it appropriately:
    1. Do an Applet Session to the computer that has the issue reported;
    2. Elevate privileges on the Applet Session;
    3. Don't close the Applet in the “X”, go to Session>Disconnect;
    4. After disconnecting wait for “reconnect” prompt and click Reconnect;
    5. Then wait for establishing connection and close the Applet the correct way by closing the window, clicking the X.
  • Manual change of Startup app and folder removal:
    1. Go to Windows>Run, type "msconfig" and press enter.
    2. Open the Windows Task Manager, select the Startup tab and check if the Applet is there, if it is, disable it.
    3. Delete the folder for "C:\Users\USERNAME\AppData\Local\BeAnywhere Support Express\GetSupport" if present.
    4. Restart the computer.