pcAClientInstallManager.exe cannot detect and uninstall pcAnywhere box 12.5.5 build 1086

Article:TECH194058  |  Created: 2012-07-30  |  Updated: 2014-06-12  |  Article URL http://www.symantec.com/docs/TECH194058
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Article Type
Technical Solution

Product(s)

Issue



When the "pcAnywhere Plug-in for Windows - Install" policy runs, only the main pcASolInstaller-pcAClientInstallManager-TRACE.LOG file is created in the pcASolutionLog folder; no other log files are created.  The same is true when the installer is run manually as "pcAClientInstallManager.exe /iall".

Rather than uninstalling the existing pcAnywhere 12.5.5 build 1086 product as expected, and proceeding with the remainder of the pcAnywhere Install policy actions, the pcAnywhere box product remains installed and the pcAnywhere Plug-in is not installed. 

Most likely, the pcAnywhere Agent will fail to apply the pcAnywhere Settings policy, because the box product is not going to be configured to run the expected host (pcANSHost.BHF).
 


Environment



pcAnywhere Solution 12.6.7
pcAnywhere Agent 12.6.8096
pcAnywhere 12.5 SP4 (version 12.5.5 build 1086) is installed on a computer which is to receive the pcAnywhere Plug-in


Cause



The original pcAnywhere Plug-in installer which shipped with pcAnywhere Solution 12.6.7, pcAClientInstallManager.exe, fails to recognize that the newest pcAnywhere box product exists.


Solution



Note:   The issue discussed in this kb has been addressed in pcAnywhere solution 12.6.8 as provided in Symantec Client Management Suite 7.5 SP1 release.   http://www.symantec.com/docs/DOC7355

Please refer to HOWTO82334 for the official fix for this issue for 12.6.7 it has also been included in the new 12.6.8 release.  This release contains a new pcAClientInstallManager.exe which recognizes and uninstalls the pcAnywhere box product version 12.5.5 build 1086, as expected, prior to installation of the pcAnywhere Plug-in.

Following are instructions to apply the fix to each Notification Server (NS) in your environment which has pcAnywhere Solution 12.6.7:

  1. Store a backup copy of the original file from the pcAAgent package folder on the NS, \Program Files\Altiris\Notification Server\NSCap\bin\Win32\X86\pcAAgent\pcAClientInstallManager.exe.   Save the backup in a different location on the NS, not in the pcAAgent folder.
     
  2. Download the zip file from HOWTO82334 it contains the most current version of the patch.  Extract the pcAClientInstallManager.exe to a temporary folder.

  3. Overwrite the original file, \Program Files\Altiris\Notification Server\NSCap\bin\Win32\X86\pcAAgent\pcAClientInstallManager.exe, with the new file.

  4. Update the distribution points for the pcAAgent package: 
         Within the Symantec Management Console, navigate to Manage > All Resources > Package > Software Package
         Search for "pcAnywhere"
         Right-click the item "pcAnywhere Plug-in Package" and select "Update Distribution Points"

  5. Be sure to test this point fix before applying it in a production environment:
         At first, target the "pcAnywhere Plug-in for Windows - Install" policy to a computer which has the pcAnywhere 12.5.5 build 1086 box product installed.
         Verify that the new pcAClientInstallManager.exe file is downloaded to C:\Program Files\Altiris\Altiris Agent\Agents\SoftwareManagement\Software Delivery\{B364DA8F-1735-4DD3-865A-8B33CA5523CD}\cache before the policy runs.
         Verify that the existing pcAnywhere box product is uninstalled and replaced by the pcAnywhere Plug-in, and that remote control to that computer works.
     
  6. After performing a satisfactory test, modify the target of the policy to suit your needs.

  7. Save Changes to the policy

 


Supplemental Materials

SourceETrack
Value2864662
Description

pcAClientInstallManager.exe cannot detect and uninstall pcAnywhere box 12.5.5 build 1086


SourceETrack
Value2761696
Description

File is not a valid pcAnywhere file. pcaNSHost.bhf




Article URL http://www.symantec.com/docs/TECH194058


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