Cumulative patch for Symantec pcAnywhere Plug-in for Windows version 12.6.65

Article:TECH159971  |  Created: 2011-05-12  |  Updated: 2012-04-11  |  Article URL http://www.symantec.com/docs/TECH159971
Article Type
Technical Solution


Issue



Note: this article applies to an older version of pcAnywhere Solution.  See "About the pcAnywhere 12.5 SP4 and pcAnywhere Solution 12.6.7 releases" at http://www.symantec.com/docs/DOC5442  for information about the latest release.
 

Multiple issues have been reported with the pcAnywhere Plug-in for Windows, version 12.6.65 (also known as the Symantec pcA Agent).  Some errors occur during installation.  Some pcAnywhere messages appear as Windows is starting or as a user is logging in.  There is also an issue such that during an uninstall of the pcAnywhere Plug-in, DCOM is disabled .
 


Error



One or more of the following errors may appear in log files on managed computers during installation of the pcAnywhere Plug-in:

  • Symantec_pcAnywhere_plugin_installer -- Configuration failed.
    Reconfiguration success or error status: 1638.
  • another version of this product is already installed
  • pcAEvents.exe install path not found
    SOFTWARE\Symantec\pcAnywhere\CurrentVersion\System - InstallDir, registration unsuccessful
  • Host Installation failed
  • Program 'pcAnywhere Plug-in Install for Windows' completed. Exit code=1004
  • Failed to open SOFTWARE\Altiris\Altiris Agent\Plugin Objects\Agents\pcAAgent registry path, Error Code : 2


One or more of the following messages may appear on managed computers after installation of the pcAnywhere Plug-in:

pcAAdminApp
A host is currently waiting

pcAnywhere Host
Unable to launch the selected pcanywhere host because another pcanywhere host is running


pcAnywhere - Security Alert
The pcAnywhere host you are attempting to run is configured for caller authentication, but no caller items could be found.
You must define at least one caller before you can use this host item.


pcAnywhere cannot connect because it is already connected
 

The following error message may appear on a remote computer from which a remote control session is attempted:
Invalid login. Please try again.
 


Environment



  • Symantec Management Platform 7.1 with no service pack or SP1 (prior to SP2)
  • pcAnywhere Solution Agent plug-in version 12.6.65 (prior to SP2)

This cumulative patch does not apply to servers which have pcAnywhere Solutoin 12.6 SP2 installed, because SP2 includes these fixes.


 


Solution



Symantec has created a new set of installation files for pcAnywhere Plug-in for Windows, which results in version 12.6.66.

To apply this patch to the Notification Server:

  1. Logon to the Notification Server (NS) as the Application Identity account.
  2. Download the attached file "TECH159971.zip" to the NS.
  3. On the NS, make backup copies of the existing files "pcA_Filters.config", "pcA_SQL.config" and "pcA_SWD.config" from “C:\Program Files\Altiris\pcA\Config”, and store the backup files in another location.
  4. Replace the existing "pcA_Filters.config", "pcA_SQL.config" and "pcA_SWD.config" files with the files provided in this patch.
  5. Make backup copies of the existing files "pcAClientInstallManager.exe", "Symantec_pcAnywhere_plugin_installer.msi" and "Symantec_pcAnywhere_plugin_installer_x64.msi" from  “C:\Program Files\Altiris\Notification Server\NSCap\bin\Win32\X86\pcAAgent”, and store the backup files in another location.
  6. Replace the existing "pcAClientInstallManager.exe", "Symantec_pcAnywhere_plugin_installer.msi" and "Symantec_pcAnywhere_plugin_installer_x64.msi" files with the files provided in this patch.
  7. Open a Command Prompt.
  8. Run the following commands: 
    cd "\Program Files\Altiris\Notification Server\Bin"
    AexConfig /configure “C:\Program Files\Altiris\pcA\Config\pcA.config”
  9. When the AexConfig program finishes, restart IIS by running the command IISRESET from the Command Prompt.
  10. Open Altiris Log Viewer to verify that the configuration updates succeeded with no errors.

To apply this patch to the existing pcAnywhere Solution 12.6.65 hosts:

  1. Launch the Symantec Management Console.
  2. Using the menu bar in the header navigate to the Settings > Agents/Plug-ins > All Agents/Plug-ins
  3. Drill down in the folder list that opens on the left. Agents/Plug-insRemote Management Remote Control Windows
  4. Select the pcAnywhere Plug-in for Windows - Upgrade
  5. Turn this policy on and save the changes.  

 

IMPORTANT NOTES:

  • The attached patch must be applied only to Notification Server 7.1 with the Symantec pcAnywhere Solution 12.6 installed (version 12.6.65)
  • It does NOT apply to Symantec pcAnywhere Solution version 12.5, pcAnywhere Solution 12.6 SP2, or pcAnywhere Solution 12.6.7.
  • TECH159257 can be referred to for the client side only patch.  The files in TECH159257 are not needed if the pcAnywhere Plug-in for Windows - Upgrade policy is used.
  • Symantec ALWAYS recommends backing up any files or folders, especially the Windows Registry before making any changes.
  • The instructions above assume that the Symantec Management Platform and pcAnywhere Solution were installed to the default paths on the C: drive.
  • Please contact Symantec Technical Support with questions.

N.B. It has been found that the pop-up may still occur even when pcAnywhere Host Service was disabled. If this is an issue for the customer the following procedure will ensure the pop-up does not occur during upgrade:

  1. Follow the above procedure to apply the 12.6.66 patch to the Notification Server
  2. Ensure pcAnywhere Host Service is disabled.
  3. Place the files from C:\Program Files\Notification Server\bin\Win32\x86\pcAAgent on a share.
  4. Run the following command to uninstall pcA Agent 12.6.65: "pcaclientinstallmanager.exe /uall' This can be done using a Run Script task from the Symantec Management Platform.
  5. In Symantec Management Console:
    • Using the menu bar in the header navigate to the Settings > Agents/Plug-ins > All Agents/Plug-ins
    • Drill down in the folder list that opens on the left. Agents/Plug-insRemote Management Remote Control Windows
    • Select the pcAnywhere Plug-in for Windows - Install
    • Turn this policy on and save the changes.

Attachments

TECH159971.zip (2.2 MBytes)

Supplemental Materials

SourceETrack
Value2374340



Article URL http://www.symantec.com/docs/TECH159971


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