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ultrahorizon / UH-VPN-Docs

Documentation, bug tracker and feature request system for UH VPN
https://docs.uh-vpn.com
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UH VPN Windows not operating correctly after sleeping #57

Open mackinnon12 opened 3 years ago

mackinnon12 commented 3 years ago

I have the client downloaded, when I first got it, it was working perfect, I could connect and disconnect flawlessly but now for some reason, I right click it in the tray and click connect like usual but it doesnt do anything. I try and redownload it but it only works temporarily. And when I kill the process in task manager and try to re run the program it says it is already running and to check the tray for the icon but it is not there.

AnthonyWharton commented 3 years ago

Hi there,

I don't have a huge amount of time to reply but I will properly diagnose tomorrow.

An attempt at a temporary solution:

  1. Quit the UH VPN app.
  2. Go into task manager (ctrl + shift + escape).
  3. Then go to the "Services" tab and right click on uh-vpn-daemon and restart it (this could take a while if it's unresponsive - give it a minute or two).
  4. Then restart the UH VPN app, does that help?

This sounds like a bug with the client and daemon not talking properly so I'll start looking at the code there tomorrow!

Finally, do you do anything to induce the faulty behaviour like sleep your machine or lock your screen and leave your computer for a while, or does it seem to happen whilst you are using UH VPN?

Thanks for your patience!

mackinnon12 commented 3 years ago

It does not help, but I shall wait for tomorrow thank you!

On Sun, Nov 8, 2020 at 10:11 AM Anthony Wharton notifications@github.com wrote:

Hi there,

I don't have a huge amount of time to reply but I will properly diagnose tomorrow.

An attempt at a temporary solution:

  1. Quit the UH VPN app.
  2. Go into task manager (ctrl + shift + escape).
  3. Then go to the "Services" tab and right click on uh-vpn-daemon and restart it (this could take a while if it's unresponsive - give it a minute or two).
  4. Then restart the UH VPN app, does that help?

This sounds like a bug with the client and daemon not talking properly so I'll start looking at the code there tomorrow!

Finally, do you do anything to induce the faulty behaviour like sleep your machine or lock your screen and leave your computer for a while, or does it seem to happen whilst you are using UH VPN?

Thanks for your patience!

— You are receiving this because you authored the thread. Reply to this email directly, view it on GitHub https://github.com/ultrahorizon/UH-VPN-Docs/issues/57#issuecomment-723582576, or unsubscribe https://github.com/notifications/unsubscribe-auth/AEHN2KVSXBJJYDBKSZOODYTSO2RKPANCNFSM4TOKWKNA .

AnthonyWharton commented 3 years ago

Hi there,

I've been looking into this in the free time I've had today as promised, but I don't have a solution for you yet.

There's an internal report of some instabilities with the UH VPN client on Windows to do with the connection between the interface and the daemon (Windows service) - this is required for UH VPN to work. This known problem seems to occur in our testing after waking the machine from a sleeping or hibernating state. I'm not sure if this is related to the problem you are experiencing - however if it is then hopefully we should have an update for that soon!

I need to check a few more things and then will get in touch again soon with some instructions to get some diagnostic information from your machine, as well as try and get you back up and running in some capacity.

Sorry for the delay, Anthony

AnthonyWharton commented 3 years ago

Please could you email me some diagnostic information from your system? To do this:

  1. Press the Windows Key and R at the same time.
  2. In the "Run" dialog that pops up, type in %PROGRAMFILES%\Ultra Horizon\UH VPN\CollectDiagnostics.bat
  3. Follow the instructions, when it completes you will have a file called uh-vpn-diagnostics.7z on your desktop. Please then email this file to engineering at ultra-horizon.com.

When you are done please could you try re-running the latest installer (1.0.4 at the time of writing) and press "Repair" (assuming it is already installed). Let me know if that does anything?

mackinnon12 commented 3 years ago

Yes it seems to be caused by sleep mode

Jacob MacKinnon

On Nov 9, 2020, at 12:30, Anthony Wharton notifications@github.com wrote:

 Please could you email me some diagnostic information from your system? To do this:

Press the Windows Key and R at the same time. In the "Run" dialog that pops up, type in %PROGRAMFILES%\Ultra Horizon\UH VPN\CollectDiagnostics.bat Follow the instructions, when it completes you will have a file called uh-vpn-diagnostics.7z on your desktop. Please then email this file to engineering at ultra-horizon.com. When you are done please could you try re-running the latest installer (1.0.4 at the time of writing) and press "Repair" (assuming it is already installed). Let me know if that does anything?

— You are receiving this because you authored the thread. Reply to this email directly, view it on GitHub, or unsubscribe.

AnthonyWharton commented 3 years ago

Could you please at least let me know which version of UH VPN you are running?

The diagnostic information would also be extremely useful for debugging to check that you are experiencing the same issue. Please could you follow the steps in the previous reply and send them to engineering at ultra-horizon.com.

mackinnon12 commented 3 years ago

Yup I will when I get on tonight

Jacob MacKinnon

On Nov 10, 2020, at 09:19, Anthony Wharton notifications@github.com wrote:

 Could you please at least let me know which version of UH VPN you are running?

The diagnostic information would also be extremely useful for debugging to check that you are experiencing the same issue. Please could you follow the steps in the previous reply and send them to engineering at ultra-horizon.com.

— You are receiving this because you authored the thread. Reply to this email directly, view it on GitHub, or unsubscribe.