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DS Remote control broken after hotfixes

  • 1.  DS Remote control broken after hotfixes

    Posted Dec 21, 2009 02:51 PM
    I recently installed some hotfixes for the DS and now the remote control doesn't work at all.  I have verified that the correct version of the aclient/dagent has been installed but it just sticks at "Waiting for clients to accept connection" even though it is not set to prompt for remote control requests.  It was working fine prior to the updates(hotfixes).  I would really like to get this working because it is the easiest and most reliable way to connect to a user's computer.


  • 2.  RE: DS Remote control broken after hotfixes

    Posted Dec 21, 2009 02:53 PM
    Forgot to mention this: 
    Using DS SP3
    Agent version 6.9.432


  • 3.  RE: DS Remote control broken after hotfixes

    Posted Dec 21, 2009 03:22 PM
    Try restarting the Altiris Client Service on the computer running DS Console.

    Our staff here remote into a server that has the DS Console installed.  Therefore, this KB describes an issue in our environment:
    "KNOWN ISSUE: "Waiting for client to accept connection" remote control failure"
    https://kb.altiris.com/article.asp?article=40568&p=1

    I would also recommend you check this troubleshooting document and run the attached .vbs on your server:
    https://kb.altiris.com/article.asp?article=4214&p=1

    If you restart the Altiris Client Service on the computer running DS Console and check articles 40568 and 4214, does this resolve the issue?


  • 4.  RE: DS Remote control broken after hotfixes

    Posted Dec 22, 2009 08:14 AM
    So that actually told me what was wrong now I have found another problem.  The DS is not actually updating the clients to the most recent version.  While I though 6.9.432 was the version I was on, apparently I should be on 6.9.437 or newer.  The only problem is the only file I have that are 437 is a altiris-default-6.9.437.xxx.dll and that is my highest version.  According to the log created by the kb4214 vbs only 5 out of 1713 are the correct version... maybe not really sure I understand it.  Maybe all of them except 1 is out of date but that doesn't seam to make much sense to me: 
    Out of date AClients = 1712 :Not all AClients are upgraded to the latest version. (see KB Article 4214 page 6)
        :1 = 2.6-74  (32-Bit)
        :1 = 6.9.375  (64-bit)
        :104 = 6.9.432  (64-bit)
        :1 = 6.9.430 (64 Bit)
        :137 = 6.9.430  (32-bit)
        :3 = 6.9.375 (32 Bit)
        :80 = 6.9.375  (32-bit)
        :5 = 6.9.437 (64 Bit)
        :10 = 6.9.430  (64-bit)
        :1 = 6.9.366 (64 Bit)
        :1363 = 6.9.432  (32-bit)
        :2 = 6.9.437 (32 Bit)
        :4 = 6.9.366  (32-bit)
    If it means that 1712 of 1713 are out of date, then why doesn't the DS make a job for the updated version of the agent under the agent update jobs?  Also, what is the 1 computer I have that is actually up-to-date?  I am using the DS build 437 so wouldn't the ones with 437 be the correct version?

    I have tried restarting the agent service and restarting the computer with no effect.


  • 5.  RE: DS Remote control broken after hotfixes

    Posted Dec 22, 2009 04:25 PM
    The Agent update is for 6.9.432.  The one that was not in the list didn't have a version number because it was manually created.  None of the computers work with remote control including the ones with 432 and 437.  I should also mention that chat doesn't work either.


  • 6.  RE: DS Remote control broken after hotfixes

    Posted Jan 05, 2010 12:43 PM
    Did you try the steps in p6 of KB 4214?  Do the clients update?

    If you are having trouble updating the clients, does this KB provide any help?
    https://kb.altiris.com/article.asp?article=1328&p=1


  • 7.  RE: DS Remote control broken after hotfixes

    Posted Jan 06, 2010 08:15 AM
    Tried pushing the agent which didn't make the agent up-to-date according to the vbs file on the 4214 and the remote control still does not work.  I tried enabling logging but there did not appear to be any relevant information on any log file.  The only thing that may be from the remote control is: 
    [01/06/10 07:59:01.731] CConfigEngine::InConfigProcessingState().
    [01/06/10 07:59:01.762] CConfigEngine::InConfigProcessingState(). returning FALSE
    [01/06/10 07:59:16.746] CConfigEngine::InConfigProcessingState().
    [01/06/10 07:59:16.746] CConfigEngine::InConfigProcessingState(). returning FALSE

    I do appreciate all help, thank you.


  • 8.  RE: DS Remote control broken after hotfixes

    Posted Jan 06, 2010 09:25 AM
    Did you check out KB 1328?  Where does that get you?

    Do some clients allow remote control, and not others -- or are you unable to remote any client at all?

    What status icon do clients show -- greyed out, on but no user, on and logged on user, or a mix?

    What are all the error messages you get when you try to remote control a live computer?

    Is the Windows firewall correctly configured to allow exceptions to the DS server?  How do you know the client can see the server?

    Because it's all clients, it's likely the problem is server-based.  What happens when you check port 402 according to KB 1328?


  • 9.  RE: DS Remote control broken after hotfixes

    Posted Jan 11, 2010 09:56 AM
    I do not get any remote control from any computer.  I tried checking logs, but nothing comes back with anything relevent.  The clients show up as connected (the ones that are conencted). 
    I don't get any error messages on the remote computer, the only error message i get is "Unable to make an image thread connection to the remote machine.  A client screen image will not be available."
    While the computer is on our network the firewall is disabled.  The client can get jobs from the DS, which is how I know it is comunicating with the DS. 
    I checked the port and it responded without any problems.


  • 10.  RE: DS Remote control broken after hotfixes

    Posted Jan 11, 2010 10:37 AM
    Try remoting a system on the same switch as the DS server.  If that fails, restart the AClient service on the DS server.  If it still fails, restart the AClient service on the client.  If that still fails, visually confirm that the firewall is disabled on the client.  If that fails, enable logging on the client ("Where are the AClient log files?" https://kb.altiris.com/article.asp?article=24501&p=1) and the server ("How to enable Deployment Server logging," https://kb.altiris.com/display/1/kb/article.asp?aid=1084).

    Compare the logs and see if you can determine an issue based on them.  If not, post them here.


  • 11.  RE: DS Remote control broken after hotfixes
    Best Answer

    Posted Jan 14, 2010 08:51 AM
    A restart apparently fixed the issue.  I had restarted a few times since installing the hotfixes so I didn't think that fixed the issue.  I did also add a update that would only be for dagents, but now all the computers appare to be working which is why i think it was the restart.  Got to love how altiris works.