Windows Agent service does not start when Wise Package Studio Pro 4.62 is installed

Article:TECH108889  |  Created: 2004-01-02  |  Updated: 2004-01-12  |  Article URL
Article Type
Technical Solution


After installing Wise Package Studio Pro in client-server mode from a network installation on a file share, the CCM agent fails to load on the next restart with the keyboard and mouse locked. The situation does usually not happen on later restarts.


Wise Package Studio Pro installs a registry entry:

    HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows NT\CurrentVersion\Windows\AppInit_DLLs="HookDLL.DLL"
According to Microsoft Knowledge base article Q197571, the value of App_Init specifies what DLL files should load when every program starts, as long as they are linked against user32.dll. Since the ON Command CCM Windows Agent falls into this category, the HookDLL.DLL file, is loaded when the agent starts.

The HookDLL.DLL file is part of the SmartMonitor feature of Wise Package Studio. SmartMonitor is a form of application capture which does not use snapshots, but rather tries to determine which files to include in an installation package by recording which resources an application accesses while it is run.

HookDLL.DLL uses an .INI file, wisehook.ini, to determine what other DLL files to load. In most cases the .INI file is similar to the following content:


The reason for the ON Command CCM Windows Agent failing to load at startup is due to the HookDLL.DLL file's attempts to access the file share above. If you remove either the AppInit_DLL registry entry, or the entries in the wisehook.ini file, the CCM Windows Agent loads successfully on startup. You may also remove the registry-key value HookDLL.DLL before restarting the machine for the first time, and after that, importing the value back into the registry of the client.

Edit the INI file associated with wisehook.ini, removing the paths to the DLL files on the server share, or temporarily disable the mentioned registry key . This allows the ON Command CCM Agent to start. Once the agent is started, you can read add the values to the registry or the INI file without any ill effects.

A workaround for this issue is to install the Wise Package Studio client with an MSI transform applied to the installation package. The transform should remove the Wisehook.ini file from the installation.

Legacy ID


Article URL

Terms of use for this information are found in Legal Notices