| Kerio Connect Client not connecting and not asking to do so [message #149564] |
Wed, 31 March 2021 20:54  |
kingswaygroup
Messages: 62
Registered: June 2008
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I have been assisting a customer who has been working with their Kerio Connect Client (started at 9.2.12 and currently 9.3.1 16367) to connect to their Kerio MailServer (Kerio Connect 9.2.12 patch 1 (5027)) for several months now. Their computer is a Windows 10 Home system with current patches. They also have Sophos Security and all the above have worked well since this machine was purchased in November.
The other day they went to use Kerio Connect Client and it came up with the splash screen and stayed there. The top menus (File Edit View...) were active but most items were greyed out. Doing the same with the Webclient gave the expected results and showed all the email.
I uninstalled the Client following the instructions here https:// support.kerioconnect.gfi.com/hc/en-us/articles/360015195719- Resetting-Kerio-Connect-Client-on-Windows including removing the files in the indicated folder, rebooted the system and reinstalled the client. No improvement.
I then removed the Sophos security software, rebooted, removed the Kerio Connect Client, rebooted, then reinstalled the Client. No improvement. The splash screen comes up but there is no request to give the location of the mail server and credentials and all the settings area in the menu is greyed out.
Can someone please direct me as to what other areas need to be cleaned up when the client is removed so that it will think that this is a fresh install? Or maybe it is thinking that this is a fresh install and something (a recent Windows update this week?) is interfering. I did not investigate it that far yet but then I would expect to see the same behaviour on other Windows 10 systems including my own.
Thank you for your assistance.
David
David Green
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| Re: Kerio Connect Client not connecting and not asking to do so [message #149762 is a reply to message #149753] |
Wed, 19 May 2021 18:15  |
kingswaygroup
Messages: 62
Registered: June 2008
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Let me try to assist.
Firstly, when you say you see the "error splash screen" I am uncertain as to whether you are seeing an error screen or the product banner screen. Under normal circumstances when starting the Kerio Connect Client where you have not previously provided credentials the first screen would offer you an opportunity to supply credentials, the display the top menu with the Kerio Connect banner screen and finally you would see the screen with your email similar to webmail. Where you already have credentials from a previous session Kerio Connect Client will jump directly to the email screen similar to webmail.
In my situation Kerio Connect Client would act as though credentials had been previously stored and not prompt for credentials but rather than jumping to the mail content screen it would go to the Kerio Connect banner screen with a mostly disabled menu (File, Edit, View...) structure at the top of the screen and sit there endlessly. I think this is what you are seeing but I am asking for confirmation. Note: To prove that Kerio Connect Client itself was working and it was a registry problem that was plaguing us we created a new profile, installed Kerio Connect Client, setup the profile and all worked as expected. In the original profile this did not happen.
If I am correct in my assumption then I will tell you to my best recollection what I did to remedy the situation, but first you must know that the user had closed down their system in such a way that may have caused some registry corruption.
The first thing I did was to uninstall Kerio Connect Client. Follow the instructions here remembering to remove the cache and reboot.
https://support.kerioconnect.gfi.com/hc/en-us/articles/36001 5195719-Resetting-Kerio-Connect-Client-on-Windows
After restarting you may wish to just try reinstalling Kerio Connect Client either by using the links on the Integration with Windows that is on your webmail credential page or by going directly to GFI here https://www.gfi.com/products-and-solutions/email-and-messagi ng-solutions/kerio-connect/resources/other-downloads/clients . I have at times had to use incognito mode to get the download from the webmail link and support confirmed that it is sometime necessary although they did not know why.
If you have reinstalled and it works, great, you won and you are done. Otherwise you need to go back to the beginning here, remove Kerio Connect Client, clear cache, and reboot.
One other note. I use CCleaner to clear up some leftover crud that Windows has gathered including registry keys and I recommend doing this before continuing. Home (free) version has what you need for this task.
So now you have to get into the registry. MAKE SURE YOU HAVE YOUR SYSTEM BACKED UP AND CAN DO A BARE METAL RESTORE just in case. Below is a list from GFI support of what they know of possible areas in the registry that are touched by the installation of Kerio Connect Client. The last line indicates that in their tests, all entries were removed by the uninstall process and for the most part I found this to be so, yet there were left over bits that I found elsewhere in searching for Kerio Connect through the registry - not a fun process - and not everything needs to be removed. I also found that references to "squirrel" might also be useful to remove as squirrelmail seems to be used by Kerio Connect Client.
In the end I cannot guarantee that your problem will be solved but this is what I did for my customer.
David.
Here are some locations that the Squirrel package uses. Before attacking the registry see if removing Squirrel from the file system is enough to remedy the problem.
C:\Users\<your user name>\AppData\Local\KerioConnect\packages
C:\Users\<your user name>\AppData\Local\KerioConnect
C:\Users\User_2\AppData\Local\Packages\Microsoft.Windows.Sea rch_cw5n1h2txyewy\LocalState\AppIconCache\150\com_squirrel_K erioConnect_KerioConnect
Content of support email to me on the topic of registry entries made by Kerio Connect Client:
I was able to test out all the registry entries that are installed within the Windows system after the installation of the Kerio Connect Client. I had some interesting findings:
There are multiple registries in the HKEY_CLASSES_ROOT,HKEY_CURRENT_USERandHKEY_USERSreg isters in the registry editor. They all appear upon installation of Kerio Connect Client but they were all deleted effectively upon uninstallation of the software. There were no registry entries present in the registry editor after uninstalling Kerio Connect Client.
Now, the registries that are installed with the installation of Kerio Connect Client are as follows:
..\HKEY_CLASSES_ROOT\Applications KerioConnect.exe
..\HKEY_CLASSES_ROOT\KerioConnectClient.mailto
..\HKEY_CURRENT_USER\Software\Classes\Applications\KerioConn ect.exe
..\HKEY_CURRENT_USER\Software\Classes\KerioConnectClient.mai lto
..\HKEY_CURRENT_USER\Software\Clients\Mail\KerioConnectClien t
..\HKEY_CURRENT_USER\Software\Microsoft\Windows\CurrentVersi on\Uninstall\KerioConnect
..\HKEY_CURRENT_USER\Software\RegisteredApplications\KerioCo nnectClient
..\HKEY_USERS\S-1-5-21-2358436876-421447092-243695986-500\So ftware\Classes\Applications\KerioConnect.exe
..\HKEY_USERS\S-1-5-21-2358436876-421447092-243695986-500\So ftware\Classes\KerioConnectClient.mailto
..\HKEY_USERS\S-1-5-21-2358436876-421447092-243695986-500\So ftware\Clients\Mail\KerioConnectClient
..\HKEY_USERS\S-1-5-21-2358436876-421447092-243695986-500\So ftware\Microsoft\Windows\CurrentVersion\Uninstall\KerioConne ct
..\HKEY_USERS\S-1-5-21-2358436876-421447092-243695986-500\So ftware\RegistererApplications\KerioConnectClient
..\HKEY_USERS\S-1-5-21-2358436876-4214457092-2436959866-500_ Classes\Applications\KerioConnect.exe
..\HKEY_USERS\S-1-5-21-2358436876-4214457092-2436959866-500_ Classes\Applications\KerioConnectClient.mailto
Additionally, you can also open the Registry Editor and search it for the Kerio Connect Client registries after uninstalling it via common keywords such as KerioConnectand KerioConnectClient.
Please note, as I had tested, the registries were totally wiped after the uninstallation of the Kerio Connect Client. It's quite unlikely that they may still be around which might be causing the issue at hand.
David Green
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| Re: Kerio Connect Client not connecting and not asking to do so [message #153074 is a reply to message #149564] |
Wed, 09 November 2022 17:53 |
BryanS
Messages: 1
Registered: November 2022
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Ok I think the key that picks this lock was inadvertently found during a Kerio Support session. Here's the fix.
Ciprian Nastase (KerioConnect)
Nov 9, 2022, 19:04 GMT+3
Dear Bryan,
Thank you for your time during the session, it was an absolute pleasure talking to you! Please see below a summary of our call:
• we replicated the issue live, the Kerio Connect Client (KCC) opens up and just hangs there
• we did the Resetting Kerio Connect Client on Windows all over again, with no change, and have also installed the old 9.2.5 client, with no difference
• there is a local AV installed in the machine, that could be interfering with KCC, although there are no visible warnings and nothing in the Event viewer
• we can't even enable KCC debugging, as that option is nested in the KCC settings
• even after disabling the AV, the issue persisted
• we went ahead with uninstalling one more time, and this time going more in depth with the cleanup, namely the below folders:
1. C:\Users\<username>\AppData\Local\KerioConnect
2. C:\Users\<username>\AppData\Roaming\Kerio Connect
3. C:\Program Files\Kerio (was not created)
• we rebooted the PC and reinstalled Kerio Connect, and this time it opened up correctly
• the actual root cause here was that the Kerio Client was dealing with some corrupt caches/configuration
• while removing the above folders, I noticed that the KCC cache/configuration is actually stored in the C:\Users\<username>\AppData\Roaming\Kerio Connect folder, and removing this folder actually led to the client being reset to its default form
• I have also tested this hypothesis on my PC while on the call, and I can confirm that removing the above folder will restore the client to default
As discussed over the session, considering the newfound knowledge, I have also improved the Resetting Kerio Connect Client on Windows article to reflect the above, so you can leverage this in the future, should this ever occur again.
I will now proceed to close this ticket, as you confirmed the issue is fixed. Should you have further questions or concerns about Kerio Connect please do not hesitate to submit an additional support request and we will be happy to assist.
Thank you for being a Kerio Connect customer! Please take a moment to tell us about your support experience; you'll be invited to our short survey in a separate email.
Best regards,
Ciprian Nastase
Kerio Connect Support Team
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