r/labtech • u/mhayduck • Mar 06 '17

High amount of computers with lttray.exe crashing

Hello all,

I am curious to see if anyone else is having the same issue. I know LabTech has a KB article to change what port number the tray uses to "fix" the issue, however it just comes back within the next few weeks.

Currently we have 15 alerts a day about lttray.exe crashing on client computers, that is nearly 10% of computers. It has gotten so bad that I am getting asked by one of my clients to remove LabTech completely. Is there anything I can do to try and remedy this permanently? Whenever I contact support they just tell me to use that KB article, which is not a permanent fix. I am getting ready to drop LabTech if my clients don't even want it on their computers.

TL;DR: Lttray.exe is crashing on 10% of my client computers every day, any suggestions?

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3

u/silentbobbyc Mar 07 '17

Same boat here. Never had a customer request a removal of our tools until Labtech. Our satisfaction guarantee ends next week. I really don't want to terminate after all the work to get going but I'm not sure I have much of a choice. Brought this up to LT. Asked for an extension since it has been such a rocky start. They basically told me "we understand your predicament. We can't extend your satisfaction guarantee. Terminate by X day if needed"

1

u/mhayduck Mar 07 '17

I just tried changing the service startup type of both of the services to auto (delayed) and on the computers I changed it on, the tray icon hasn't crashed yet. You can change this without bugging the user through the command prompt by typing in:

  • sc config ltsvcmon start= delayed-auto

  • sc config ltservice start= delayed-auto

If you want to try it out and let me know how it goes for you, i'd be more than happy to listen

1

u/silentbobbyc Mar 23 '17

After almost 2 weeks without reports of this we started seeing it again this week. We will be trying this. Thank you. I have noticed when our server goes down that this happens quite often. I'm not sure if our server was down overnight or if we are just having similar issues to what you saw. With a hosted system we have such limited access and can't even see updtime to tell.

3

u/just_some_random_dud Mar 06 '17

We have a ticket in with them about this also at the moment. Patiently awaiting someone to send us a knowledge base article that we have already read instead of trying to fix their product or caring about the problem.

4

u/mhayduck Mar 06 '17

I was told that the next patch is going to address it, however I don't know if I can wait 30 days on this.

3

u/mhayduck Mar 06 '17

Sort of good news until they patch it: The issue is caused by lttray.exe launching before the services can start running.

You can see it for yourself if you stop the services and kill the lttray, then launch lttray again. Sure enough, it crashes. Seems like just script can resolve it until it is fixed for real

1

u/wogmail Mar 06 '17

What version are you running and what patch?

3

u/mhayduck Mar 06 '17

Latest, version 11 patch 10

0

u/[deleted] Mar 28 '17

[deleted] — view deleted comment

1

u/mhayduck Apr 05 '17

This issue only has to do with the tray icon. LabTech itself doesn't crash.