Activation required on Incident page after Internet Explorer ActiveX Update is applied

Article:TECH13600  |  Created: 2006-04-20  |  Updated: 2006-06-19  |  Article URL http://www.symantec.com/docs/TECH13600
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Article Type
Technical Solution

Issue



Why is the Helpdesk worker console or Incidents tab in the Altiris Console displaying a pop-up that says: "Press spacebar or enter to activate and use this control"?

The problem will be exhibited on any computer that is accessing the Altiris Notification Server console.


Environment



Inside the Helpdesk Worker Console or Incidents tab in the Altiris Console.

Microsoft Internet Explorer ActiveX update (912945)
This appears to affect all ActiveX Controls called using the following methods: Applet, Embed, or Object.

Cause



A recent change has occurred in Microsoft’s Internet Explorer that causes applications using Active X controls to require the user to acknowledge the acceptance of the controls every time the page is presented. For users that are constantly working in HelpDesk, this recent Microsoft change causes the user to have to click on the acceptance button multiple times throughout the day.

This is the result of a recent Windows update:
http://support.microsoft.com/kb/912945/en-us
 
Information relative to the cause of this change can be found here:
http://www.microsoft.com/presspass/press/2003/oct03/10-06EOLASpr.mspx
 
Microsoft announced this change would come relative to ActiveX Controls to settle this case.

Solution



The attached HelpDesk Appweaver hotfix eliminates the extra clicks so that the functionality remains as it was before the MS IE update was released.

Non-hotfix Workaround: If you do not want to install this hotfix,  you may choose to install Microsoft update 917425 on each of the servers and/or clients that access Helpdesk to disable the behavior of the Microsoft Internet Explorer ActiveX update.

This hotfix can be installed on a Helpdesk 6.0 SP3 (build 292) or SP4 (build 297) or Alert Manager 6.0 SP3 (build 288) installed with Notification Server 6.0 SP3; however, build 297 is preferred. 

To install this hotfix:

  1. Log on to the Helpdesk server's console.
  2. Download and execute the attached executable Altiris_appweaver_6_0_sp4_KB21966.exe.

To uninstall this hotfix:

  1. Log on to the Helpdesk server's console.
  2. Browse to \Program Files\Altiris\Setup Files\Altiris AppWeaver\sp4HF1.
  3. Run AppWeaver.msi selecting the remove option.
  4. If Helpdesk is installed, browse to \Program Files\Altiris\Setup Files\Altiris Helpdesk.
    or if only Alert Manager is installed, browse to \Program Files\Altiris\Setup Files\NS.
  5. Install AppWeaver.msi.
  6. Client Browsers that opened helpdesk while the this hotfix was installed, would need their browser cache cleared.

It is recommended to upgrade Helpdesk and Alert Manager to build 297 (SP4) before installing this hotfix. 

For Notification Server 6.0 SP3 installs that only have Alert Manager 6.0 SP3 without Helpdesk.

  1. Install Helpdesk 6.0 SP4 build 297.
  2. Uninstalling Helpdesk the Helpdesk Solution. The Helpdesk solution uninstall only removes the components that are just part of the Helpdesk Solution. All Alert Manager components will remain and will now be upgraded to build 297 (SP4).
  3. Follow the above instructions for installing the hotfix.

If the hotfix is installed on a version before Helpdesk\Alert Manager SP4, then the hotfix would first need to be uninstalled before installing Helpdesk 6.0 SP4. After Helpdesk 6.0 SP4 is installed, then this hotfix will need to be reinstalled.


Attachments

Altiris_AppWeaver_6_0_sp4_KB21966.exe (4.5 MBytes)

Legacy ID



21966


Article URL http://www.symantec.com/docs/TECH13600


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