5.0 Troubleshooting

The following sections explains the scenarios that you might encounter while using the Remote Management component of Novell® ZENworks® 10 Configuration Management.

Unable to override the screen saver on the managed device

Source: ZENworks 10 Configuration Management; Remote Management.
Explanation: When a password-protected screen saver is activated on the managed device prior to the start of a Remote Control session, the Remote Management service attempts to override the screen saver to enable the remote operator to view the user desktop. The remote operator can also override the screen saver during the remote session by clicking the Override Screen Saver icon on the Remote Management viewer toolbar.
Possible Cause: If the screen saver activates because of the inactivity of the remote session.
Action: Click the Override Screen Saver icon on the Remote Management viewer toolbar. You might have to click the icon a few times till it overrides.
Possible Cause: Overriding the Screen Saver feature is not supported on the Windows Vista Platform.
Action: None.
Possible Cause: The screen saver might be interrupted if any mouse movements are sent to the managed device.
Action: Select the Block mouse move events option in the ZENworks Remote Management viewer options window to prevent the mouse movements from being sent to the managed device.
Possible Cause: The graphical identification and authentication (GINA) on the managed device is activated because of the interruption of the screen saver on the managed device.
Action: Log in to the managed device again.

During a Remote management session, if you log off and then log in to the Windows 2000* professional machine, the wallpaper set on the machine might not be restored.

Source: ZENworks 10 Configuration Management; Remote Management.
Action: None.

Unable to launch a remote session on the managed device that is running on a very low color quality

Source: ZENworks 10 Configuration Management; Remote Management.
Explanation: You might not be able to launch Remote control, Remote View, or Remote Diagnostics session on a managed device that is running on a very low color quality (less than 8 bits per pixel (bpp)).
Action: Increase the color quality of the device to 16 bpp or higher by using the following procedure:

  1. Right-click the desktop.

  2. Click Properties.

  3. In the Display Properties window, click Settings.

  4. Select the appropriate color quality, then click OK.

Unable to launch the Remote Management viewer

Source: ZENworks 10 Configuration Management; Remote Management.
Possible Cause: The Remote Management viewer might not be launched if the Remote Management viewer executable file is deleted or renamed.
Action: Reinstall the Remote Management viewer by downloading the latest version of novell-zenworks-rm-viewer.msi from https://ZENworks_server_IPaddress/zenworks-remote-management.

Abnormal Session Termination might fail on the Windows Vista managed device

Source: ZENworks 10 Configuration Management; Remote Management.
Explanation: During a remote session, if the user disables the network connection on Windows Vista managed device, ZENworks might not detect it as an abnormal termination and might not lock the device or log out the user on the managed device.
Action: None.

The Remote Management Listener fails to accept the remote session requests from the managed device, if the port at which the listener binds is not opened in the management console firewall.

Source: ZENworks 10 Configuration Management; Remote Management.
Action: In the management console firewall, open the listener port.

Troubleshooting error messages encountered while using the Remote Management component

Source: ZENworks 10 Configuration Management; Remote Management.
Action: To troubleshoot the error messages encountered while using the Remote Management component, send the WinVNCApp.log and WinVNC.log file for Windows Vista device or WinVNC.log file for other managed devices to Novell Support.

To access the log file:

  1. Open the Registry Editor.

  2. Go to HKLM\Software\Novell\ZENworks\Remote Management\Agent.

  3. Create a DWORD called DebugMode, and set value to 2.

  4. Create a DWORD called DebugLevel, and set the hexadecimal value to a (decimal value equals 10).

  5. Restart the Remote Management Service.

The following Remote Management log files are created under ZENworks_installation_directory\logs:

  • WinVNC.log

  • WinVNCApp.log (Windows Vista only)

How do I enable Remote Management debug log on the device launching the ZENworks Control Center

Source: ZENworks 10 Configuration Management; Remote Management.
Action: To enable the logs, see TID 3418069 in the Novell Support Knowledgebase.

Install a new version of the Mirror driver

Source: ZENworks 10 Configuration Management; Remote Management.
Possible Cause: When you install the ZENworks Adaptive Agent on a Windows 2003 64-bit managed device, the Mirror driver is not installed on the device. The message Install new version of the Mirror driver is logged in ZENworks Control Center.

You can perform remote sessions on the device, but the performance slows down.

Action: Ignore this message.
Possible Cause: If you remotely control a device which is already connected using Remote Desktop Connection (RDP), the message Install new version of the Mirror driver is logged in ZENworks Control Center.

You can perform remote sessions on the device, but the performance slows down.

Action: Ignore this message.

The managed device was unable to initialize Novell encryption scheme for the session. Ensure that the managed device is UTC time synchronized with this system. If the problem persists, contact Novell Technical Services

Source: ZENworks 10 Configuration Management; Remote Management
Action: When the managed device is upgraded or registered, do the following:

  1. Update the domain name of the new CA certificate in the registry with the new details:

    Key: HKLM\Software\Novell\ZENworks

    Value: CASubject

  2. Import the CA certificate of the new zone to the trusted root certificatestore.

  3. Remove the CA certificate of the old zone from the trusted root certificatestore.

Applications such as Regedit when launched on 64-bit managed device through Remote Execute will not have access to certain registry keys

Source: ZENworks 10 Configuration Management; Remote Management.
Possible Cause: Applications launched on 64-bit managed device using Remote Execute runs in Windows On Windows (WOW) environment.
Action: Launch the applications using Remote Diagnostics.

Blank screen option might fail to work while remote controlling a Windows device

Source: ZENworks 10 Configuration Management; Remote Management.
Possible Cause: The legacy drivers of Windows do not allow blank screen power option.
Action: You must install the system-specific graphics driver.

On launching a remote management session on a Windows 2000 Professional managed device, the device reboots

Source: ZENworks 10 Configuration Management; Remote Management.
Possible Cause: The video driver is not installed on the device.
Action: You must install the system-specific video driver.

Multiple instances of the Remote Management viewer are launched on the device that has the Internet Explorer 7 browser

Source: ZENworks 10 Configuration Management; Remote Management.
Possible Cause: If you launch a Remote Management operation on a device that has the Internet Explorer 7 browser, multiple instances of the viewer are launched on the device if download accelerator software such as FlashGet is installed on the management console.
Action: Temporarily disable the add-ons for the download accelerators:

  1. Launch the Internet Explorer 7 browser.

  2. Click Tools > Manage Add-ons.

  3. Click Enable or Disable Add-ons, then disable the add-on for the download accelerator.

  4. Launch the Remote Management operation.

Action: Try using the Firefox browser to perform the operation.

Unable to use the Ctrl-Alt-Del icon while remotely controlling a Windows Vista or Windows Server 2008* device

Source: ZENworks 10 Configuration Management; Remote Management.
Explanation: If you launch a Remote Control operation on a Windows Vista or and Windows Server 2008 device that has User Account Control (UAC) disabled, the Ctrl-Alt-Del icon is dimmed.
Action: Enable the UAC.

The default session mode is not selected in the Remote Management snap-in

Source: ZENworks 10 Configuration Management; Remote Management.
Explanation: If you use Internet Explorer to open ZENworks Control Center and perform a Remote Management operation on a device, the default session mode is not selected in the Remote Management snap-in. However, if you do not select any session mode, the Remote Control operation is launched in the default collaborate mode and the Remote View operation is launched in the default exclusive mode.
Action: Select the session mode to perform the Remote operation.

The Install Remote Management Viewer link remains active on a Windows Vista device that has the Internet Explorer 7 browser

Source: ZENworks 10 Configuration Management; Remote Management.
Explanation: On a Windows Vista device that has the Internet Explorer 7 browser, the Remote Management Viewer might fail to install if the ActiveX* control is not activated.
Action: Do the following to turn on User Account Control (UAC) on the Vista device:

  1. Click Start > Settings > Control Panel > User Accounts > > User Accounts > Turn User Account Control On or Off .

  2. Select Use User Account Control (UAC) to help protect your computer.

  3. Click OK.

Action: If you do not want to turn UAC on, you should upgrade to Windows Vista SP1.