2.3 Troubleshooting Remote Control

Unable to see the video file (*.mpg) running on the managed workstation during the Remote Management session

Source: ZENworks Desktop Management; Remote Management; Remote Control Console
Action: If the video file is running on the Windows Media Player 6.4:

  1. In the Windows Media Player window, click View > Option.

  2. Click the Playback tab.

  3. Set the Hardware Acceleration to None.

  4. Click Apply, then click OK.

If the video file is running on Windows Media Player 7 or 8:

  1. In the Windows Media Player window, click Tools > Options.

  2. Click the Performance tab > the Advanced button.

  3. Deselect Use Overlays.

  4. Click OK.

If the video file is running on RealPlayer:

  1. In the RealPlayer window, click View > Preferences.

  2. Click the Performance tab.

  3. Deselect the Use Optimized Video Display check box.

  4. Click OK.

Action: If the problem persists, disable hardware acceleration on the managed workstation.

On a Windows 2000/XP managed workstation:

  1. In the Control Panel, double-click Display.

  2. Click the Settings tab > the Advanced button.

  3. Click the Troubleshooting tab.

  4. Set Hardware Acceleration to None.

  5. Click OK.

The Remote Control or the Remote View session is slow

Source: ZENworks Desktop Management; Remote Management; Remote Control Console
Possible Cause: The Remote Management optimization driver is not enabled on the managed workstation.
Action: Disable hardware acceleration on the managed workstation.

NOTE:The optimization status can be viewed in the Information dialog box invoked from the Remote Management icon in the notification area.

Action: Install the Mirror Driver on the managed workstation.
Action: If you have already installed the Mirror Driver, contact Novell Support.

The graphics are distorted

Source: ZENworks Desktop Management; Remote Management Agent
Explanation: There is a problem with the NVIDIA* driver installed on the managed workstation.
Action: Download and install the latest display driver for NVIDIA from the Dell* Web site.

The 3D cursor on the managed workstation renders a block-shaped cursor with reverse colors during Remote Control

Source: ZENworks Desktop Management; Remote Management Agent
Action: Set the cursor shape as a non-3D cursor on your managed workstation.

ConsoleOne snap-ins cause Remote Control to ZENworks for Desktops 3.x with SP3 workstations to fail

Source: ZENworks Desktop Management; Remote Management ConsoleOne snap-in.
Explanation: ZENworks Server Management and ZENworks Desktop Management have different sets of snap-ins. Because Server Management supports launching of Remote Management only from the Server object, it does not contain the snap-ins to launch Remote Management from the Workstation object. When ZENworks 7 Server Management snap-ins are installed over ZENworks for Desktops 3.x snap-ins, the snap-in required to launch Remote Management from the Workstation object cannot load ndsaccess.dll, which is replaced during Server Management installation. For this reason, the Remote Management launch fails.
Action: Update the existing snap-ins to ZENworks 7 Desktop Management with Support Pack 1.