Question
How do I troubleshoot the following issues with Carbon Copy Solution?

• Can't connect:  "Remote system did not respond or Login has timed out..." error
   
• Unable to authenticate:  Continuously prompted for login
   
• Authentication takes a long time:  Greater than 30 seconds
   
• License error when trying to connect
   
• Initiating remote control not working properly:   Hanging at splash screen, buttons disabled, reverts to idle status
   
• Can't access Remote Control in the Console:  "Access Denied" errors, blank pages
   
• Solution installation failure

Answer

Can't connect: "Remote system did not respond or Login has timed out..." error

• Is Carbon Copy Agent installed?

1. 6.0 Console:  Configuration > Solutions Settings > Incident Management > Carbon Copy > Carbon Copy Agent Uninstall > "Installed Carbon Copy Agents" (refresh collection to be sure)
    
2. On Host:  Add or Remove Programs > "Altiris Carbon Copy Solution Agent 6.2"
    
3. On Host:  Altiris Agent Details > Installed Agents > "Altiris Carbon Copy Plugin Agent", "Carbon Copy"

• Is Carbon Copy Agent running?

1. On Host:  Services > "Altiris Carbon Copy"
    
2. On Host:  Task Manager > Processes > "Shellker.exe", "Client.exe"

• Is firewall blocking communication?

1. On Host:  Windows Firewall enabled? Disable firewall or add exception for TCP port 1680
    
2. Firewall on network?
    
3. Test from Guest:  "telnet [hostname] 1680" Success produces black screen with blinking cursor

• Name resolution succeeding?

1. Test:  "nslookup [hostname]"
    
2. Confirm resolved IP address matches host's IP address
    

Unable to authenticate:  Continuously prompted for login

• Has authentication been configured yet/properly?

1. 6.0 Console:  Configuration > Solutions Settings > Incident Management > Carbon Copy > Carbon Copy Agent Configuration > All Windows NT/2000/XP/2003 computers > "Authentication"
    
2. Appropriate Security Group(s) has been defined

• Is the user a member of one of the groups specified?

1. If using NT or AD, ensure they are using "domain\username" format
    
2. Confirm membership in AD

• Does the Agent's configuration match the Console's?

1. On Host:  If tray icon is enabled, Left-click > Security > "Profiles..."
    
2. If icon is disabled, modify "ShowClientTrayIcon=on" in "C:\Program Files\Altiris\Carbon Copy\CCW32.ini", restart service
    
3. If config doesn't match, make a minor change to config policy, force update of config, and if it still doesn't match, troubleshoot Altiris Agent/NS communication
    
4. On Host:  Run "C:\Program Files\Altiris\Carbon Copy\ATraceCfg.exe", choose "All On", then "Exit"
    
5. On Guest:  Attempt another connection, then collect "C:\Program Files\Altiris\Carbon Copy\CC-Shellker-TRACE.log"
    

Authentication takes a long time:  Greater than ~15 seconds

• Confirm CC Agent version on host

1. 6.0 Console:  Reports > Incident Management > Carbon Copy > "Carbon Copy Agents by Version"
    
2. On host:  Click tray icon > "About"

• If 6.2.1136, upgrade to 6.2.1144
   
  KNOWN ISSUE: Session authentication takes excessive amount of time
  KB #34560
   
• If 6.2.1144, confirm using AD groups and apply hotfix
   
  KNOWN ISSUE: Connection delay when using Carbon Copy 6.2.1144 with Active Directory Security
  KB #40873

License error when trying to connect

• Is error legitimate?

1. 6.0 Console:  Configuration > "Licensing", "Carbon Copy" In Use count greater than Total?
    
2. Uninstall some Carbon Copy Agents or delete/retire old resources from DB to reduce In Use count or purchase new licenses

• Ilegitimate error?

Error exceeded license count
KB #17415
 
The Carbon Copy Agent count has exceeded your current license
KB #3318
 
Carbon Copy licenses exceeded message when trying to remote control a machine
KB #40419

Capture a.logs on NS:  C:\Program Files\Altiris\Notification Server\Logs
 

Initiating remote control not working properly:   Hanging at splash screen, buttons disabled, reverts to idle status

Remote control problems from a specific computer
KB #37762
 
ActiveX controls not installing correctly even when proper conditions are met
KB #34212
 

Can't access Remote Control in the Console:  "Access Denied" errors, blank pages

• Is the user a member of a Security Role in the Console?

1. 6.0 Console:  Configuration > Server Settings > Notification Server Settings > "Security Roles"
    
2. Ensure the user, or a Security Group the user is a member of, is a member of a Security Role, that Security Role has "Carbon Copy Privileges > Remote Control", "Altiris Console Privileges > View Tasks Tab", and "Altiris Console Privileges > View Resources Tab" privileges

KNOWN ISSUE: "Access Denied" error when selecting a computer
KB #36122
 

Solution Installation Failure

• Migrated database / Carbon Copy Solution was previously installed at one point?

Items remain in NS after uninstall of Carbon Copy
KB #17178

• Fresh install?

Capture a.logs on NS:  C:\Program Files\Altiris\Notification Server\Logs