Error trying to create device

Other
1

When using the following method to install the agent:-
syncro-installer.exe --customerid XXXXX
I get the following error. “Error trying to create device.”

Master Log

2021-11-18 01:35:05.524 +00:00 [INF] v1.0.144 (1) Starting Syncro Installer, version 1.0.144.0
2021-11-18 01:35:05.528 +00:00 [INF] v1.0.144 (1)     Product: 'Syncro'
2021-11-18 01:35:05.530 +00:00 [INF] v1.0.144 (1)     ImageName: 'C:\DirectIT\syncro-installer.exe'
2021-11-18 01:35:05.531 +00:00 [INF] v1.0.144 (1)     Arguments: '"C:\DirectIT\syncro-installer.exe" --customerid XXXXXX'
2021-11-18 01:35:05.533 +00:00 [INF] v1.0.144 (1)     OS Version: 'Microsoft Windows NT 10.0.22000.0'
2021-11-18 01:35:05.535 +00:00 [INF] v1.0.144 (1)     OS Is64Bit: 'True' / 'True'
2021-11-18 01:35:05.536 +00:00 [INF] v1.0.144 (1)     Interactive: 'True'
2021-11-18 01:35:05.538 +00:00 [INF] v1.0.144 (1)     ConsoleMode: 'False'
2021-11-18 01:35:05.539 +00:00 [INF] v1.0.144 (1)     AllowForceReboot: 'False'
2021-11-18 01:35:05.554 +00:00 [INF] v1.0.144 (1)     Auth payload v0: False False False
2021-11-18 01:35:05.555 +00:00 [INF] v1.0.144 (1)     Auth payload v1: True
2021-11-18 01:35:05.557 +00:00 [INF] v1.0.144 (1) .NET Framework 4.6.2 is already installed, proceeding...
2021-11-18 01:35:05.559 +00:00 [INF] v1.0.144 (1) Next stage installer: `Syncro.Installer.exe`, 'C:\Users\DouglasHall\AppData\Local\Temp\Syncro.Installer.exe'
2021-11-18 01:35:05.688 +00:00 [INF] v1.0.144 (1) Next stage installer is starting.

Installer Log:-

2021-11-18 13:35:06.285 +00:00 [WRN] v1.0.144 SOFTWARE\Wow6432Node\RepairTech\Syncro\ is null on HKEY_LOCAL_MACHINE
2021-11-18 13:35:06.318 +00:00 [WRN] v1.0.144 SOFTWARE\Wow6432Node\RepairTech\Kabuto\ is null on HKEY_LOCAL_MACHINE
2021-11-18 13:35:06.318 +00:00 [WRN] v1.0.144 SOFTWARE\Wow6432Node\RepairTech\Syncro\ is null on HKEY_LOCAL_MACHINE
2021-11-18 13:35:06.318 +00:00 [WRN] v1.0.144 SOFTWARE\Wow6432Node\RepairTech\Kabuto\ is null on HKEY_LOCAL_MACHINE
2021-11-18 13:35:06.357 +00:00 [DBG] v1.0.144 Reading embedded config while using Newtonsoft.Json, ImageRuntimeVersion: v4.0.30319, AssemblyQualifiedName: Newtonsoft.Json.JsonConvert, Newtonsoft.Json, Version=12.0.0.0, Culture=neutral, PublicKeyToken=30ad4fe6b2a6aeed, GlobalAssemblyCache: false, Version: 12.0.0.0
2021-11-18 13:35:06.363 +00:00 [INF] v1.0.144 Loaded json string from resource Kabuto.Installer.config.json: {
    "ApiUrl":  "https://rmm.syncromsp.com",
    "SyncroApiUrl":  "https://admin.syncromsp.com",
    "UpdateUrl":  "https://production.kabutoservices.com/syncro/main/updates/"
}
2021-11-18 13:35:06.493 +00:00 [DBG] v1.0.144 ============================
2021-11-18 13:35:06.493 +00:00 [INF] v1.0.144 Starting KabutoInstaller v 1.0.144, args: '--customerid XXXXXX --jwt-payload ey***1Q'
2021-11-18 13:35:06.493 +00:00 [DBG] v1.0.144 ============================

2021-11-18 13:35:06.564 +00:00 [DBG] v1.0.144 Auth: jwt.Version = 1
2021-11-18 13:35:06.567 +00:00 [DBG] v1.0.144 Command args has been successfully parsed
2021-11-18 13:35:06.630 +00:00 [DBG] v1.0.144 Sending GET request to rmm.syncromsp.com:443/device_api/auth/, with null...
2021-11-18 13:35:07.396 +00:00 [DBG] v1.0.144 Got response from rmm.syncromsp.com:443/device_api/auth/, status "OK"
2021-11-18 13:35:07.398 +00:00 [DBG] v1.0.144 Cleanup unsuccessful install
2021-11-18 13:35:07.400 +00:00 [DBG] v1.0.144 Trying unregister service
2021-11-18 13:35:07.402 +00:00 [DBG] v1.0.144 Service not found
2021-11-18 13:35:07.402 +00:00 [DBG] v1.0.144 Killing Service.Runner
2021-11-18 13:35:07.407 +00:00 [DBG] v1.0.144 Killing App.Runner
2021-11-18 13:35:07.411 +00:00 [DBG] v1.0.144 Trying to clean registry, key: SOFTWARE\Wow6432Node\RepairTech\, subkey: Syncro
2021-11-18 13:35:07.411 +00:00 [DBG] v1.0.144 Trying to clean registry of installed program
2021-11-18 13:35:07.411 +00:00 [INF] v1.0.144 Cleanup unsuccessful install complete
2021-11-18 13:35:07.633 +00:00 [INF] v1.0.144 Downloading nuget package to `C:\Program Files\RepairTech`
2021-11-18 13:35:07.773 +00:00 [INF] v1.0.144 Downloading RELEASES file form `https://production.kabutoservices.com/syncro/main/updates/RELEASES` to `C:\Program Files\RepairTech\Syncro\packages\RELEASES`
2021-11-18 13:35:08.479 +00:00 [INF] v1.0.144 Downloading nugetpackage form `https://production.kabutoservices.com/syncro/main/updates/Kabuto-1.0.146-full.nupkg` to `C:\Program Files\RepairTech\Syncro\packages\Kabuto-1.0.146-full.nupkg`
2021-11-18 13:35:13.692 +00:00 [WRN] v1.0.144 key: SOFTWARE\Wow6432Node\RepairTech\ or value: computer_uuid null
2021-11-18 13:35:13.693 +00:00 [INF] v1.0.144 Retrieving effective device policy.
2021-11-18 13:35:14.151 +00:00 [ERR] v1.0.144 Error while CreateDevice
Flurl.Http.FlurlHttpException: Call failed with status code 422 (Unprocessable Entity): GET https://admin.syncromsp.com/api/syncro_device/installers/policy_id.json?customer_id=752052&folder_id=359749
   at Flurl.Http.FlurlRequest.<HandleExceptionAsync>d__35.MoveNext()
--- End of stack trace from previous location where exception was thrown ---
   at System.Runtime.ExceptionServices.ExceptionDispatchInfo.Throw()
   at System.Runtime.CompilerServices.TaskAwaiter.HandleNonSuccessAndDebuggerNotification(Task task)
   at Flurl.Http.FlurlRequest.<SendAsync>d__29.MoveNext()
--- End of stack trace from previous location where exception was thrown ---
   at System.Runtime.ExceptionServices.ExceptionDispatchInfo.Throw()
   at Flurl.Http.FlurlRequest.<SendAsync>d__29.MoveNext()
--- End of stack trace from previous location where exception was thrown ---
   at System.Runtime.ExceptionServices.ExceptionDispatchInfo.Throw()
   at System.Runtime.CompilerServices.TaskAwaiter.HandleNonSuccessAndDebuggerNotification(Task task)
   at Flurl.Http.ResponseExtensions.<ReceiveJson>d__0`1.MoveNext()
--- End of stack trace from previous location where exception was thrown ---
   at System.Runtime.ExceptionServices.ExceptionDispatchInfo.Throw()
   at System.Runtime.CompilerServices.TaskAwaiter.HandleNonSuccessAndDebuggerNotification(Task task)
   at Kabuto.Tools.ConsoleAsyncUtils.<>c__DisplayClass0_0`1.<<ConsoleAwait>b__0>d.MoveNext() in C:\custombuilds\syncro\prod\master\Kabuto.Tools\ConsoleAsyncUtils.cs:line 0
2

I’m using the Atera Import Script, and that doesn’t take the seemingly new FOLDERS into account.

From the GUI
“SyncroSetup.exe --console --customerid XXXXXX–folderid XXXXXX”

3

Having this same issue.

4

No reply after 2 months?
How did you resolve it - change RMM companies? lol

Seriously, I am having this issue and don’t wanna wait for a reply from Syncro - anybody get by this?

5

Having the same issue. Windows 7 pro

6

This can be caused by a number of things but is generally a communication error while it’s trying to connect to the install server, here are some troubleshooting steps to try.

  1. Make sure you are using a fresh installer. Try the MSI and the EXE, especially if one in specific is giving you the error.
  2. Check for SSL issues is by pasting each url into the browser of the device with the issue.
    https://rmm.syncromsp.com
    https://production.kabutoservices.com/syncro/main/updates/
  3. Configure the whitelist with the following.
    app.kabuto.io
    *.syncromsp.com
    *.kabutoservices.com
    ld.aurelius.host
    attachments.servably.com
  4. Disable the Firewall/AV briefly for the installation- or any other software that may block the connection.
  5. Ensure you meet the minimum specs to run the Agent, note some OS are not supported and .NET 4.6.2 or higher is also required. Install a Syncro Agent on a Device

If it continues to persist, gather up the logs from the local machine under c:\programdata\Syncro\logs and attach them to a ticket with a list of steps you have tried- which can be sent to help@syncromsp.com

7

download and install iiscrypto from Nartec. Use best practices on schannel and ciphers tab.
Reboot and then reinstall Syncro. Should work.

8

well shoot man, been wrestling with this for a few days. I should have tried this sooner on my windows 2012 R2 server

9

I had this error during install today.
Syncro.InstallerYYYYMMDD.log enlightened me to the issue

The remote name could not be resolved: ‘admin.syncroapi.com’

For some reason, using DNS 1.1.1.2 (CloudFlare Malware blocking) returns 0.0.0.0 for admin.syncroapi.com - changed DNS to Google 8.8.8.8 and the install issue went away.
I haven’t had any issues with Syncro or Splashtop connectivity using the CloudFlare DNS server once it’s installed, only during installation.