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pcAnywhere Troubleshooting Article

Created: 04 Jun 2013 | 3 comments
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technical_specialist's picture
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Below are some common problem resolution documents which may help you to troubleshoot your pcAnywhere issuer.

Problem Description (1) 

Problem - PcAnywhere Connectivity issue

Error- When trying to connect any system using pcAnywhere, After enter the credential no response. Credential screen Hide.

Solution

Found that after replacing the “pcAQuickConnectDll.dll” file, it start working.

Step

Download the attach “pcAQuickConnectDll.dll” file according to your Version.

Go to the Path of pcAnywhere

  • "C:\Program Files\Symantec\pcAnywhere".
  •  "C:\Program Files (x86)\Symantec\pcAnywhere"

Backup the file of “pcAQuickConnectDll.dll”.

Replace the PCAQuickconnectDll.dll with the downloaded.

Note – If file is going access denied while replacing then stop the “Symantec PcAnywhere Host Service” and “Symantec Management Agent” Service.

 

Problem Description (2) 

Problem - pcAnywhere agent installation failed

Error – pcAnywhere not getting installed, Error log define that corrupted pcAnywhere avail on system otherwise registry entry available.

Logs

[05.10.2013 - 15:18:19]General-I: Entered in ***CheckpcAAgentInstallation*** function
[05.10.2013 - 15:18:19]General-I: RegOpenKeyEx:: pcAAgent is not installed
[05.10.2013 - 15:18:19]General-I: Leaving ***CheckpcAAgentInstallation*** function
[05.10.2013 - 15:18:19]General-I: Entering in ***UninstallpcAnywhere*** function
[05.10.2013 - 15:18:19]General-I: UninstallpcAnywhere():: pcAnywhere not installed
[05.10.2013 - 15:18:19]General-I: Leaving ***UninstallpcAnywhere*** function
[05.10.2013 - 15:18:19]General-E: UninstallpcAnywhere:: pcAnywhere Uninstallation is not successful

Solution

Remove the pcAnywhere for below mention registry path if available

HKEY_LOCAL_MACHINE\SOFTWARE\Symantec\pcAnywhere\CurrentVersion
or 
HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Symantec\pcAnywhere\CurrentVersion

Remove the all files from Cache folder where the problem occur ( Path - C:\Program Files\Altiris\Altiris Agent\Agents\SoftwareManagement\Software Delivery\{B364DA8F-1735-4DD3-865A-8B33CA5523CD}\cache)

Download the latest PcAnywhere from \\<Servername>\NSCap\bin\Win32\X86\pcAAgent on that client system.

Run the command pcAclientInstallManager.exe /iall using command prompt.

For the verification of installation from client. Go to the path – C:\Program Files\Symantec\pcAnywhere.

Note – After running the command file will re-update in the cache memory folder.

 

Problem Description (3) 

Problem - PcAnywhere not getting installed

Error - MainEngineThread is returning 1618

Error Logs

5/10/2013 11:19:27 AM: Start of package 'C:\PcAnywher\Symantec_pcA_AutoStart_Host.exe /qn /v:2 /l:"C:\Documents and Settings\All Users\Application Data\Symantec\pcASolutionLog\pcAHostInstall.log"'
5/10/2013 11:19:30 AM: Checking if product is already installed: Symantec_pcA_AutoStart_Host.msi
5/10/2013 11:19:30 AM: INSTALLSTATE_UNKNOWN
5/10/2013 11:19:30 AM: Product does not appear to be installed.
5/10/2013 11:19:30 AM: Product is not installed.  Product will be launched using the install included in this Package.
5/10/2013 11:19:30 AM: Started install of 'Symantec_pcA_AutoStart_Host.msi'
=== Verbose logging started: 5/10/2013  11:19:30  Build type: SHIP UNICODE 3.01.4001.3264  Calling process: C:\PcAnywher\Symantec_pcA_AutoStart_Host.exe ===
MSI (c) (2C:EC) [11:19:30:215]: Resetting cached policy values
MSI (c) (2C:EC) [11:19:30:215]: Machine policy value 'Debug' is 0
MSI (c) (2C:EC) [11:19:30:215]: ******* RunEngine:
           ******* Product: C:\DOCUME~1\SYMANT~1.ADM\LOCALS~1\Temp\~SMI83FB\SYMANT~1.MSI\SYMANT~1.MSI
           ******* Action:
           ******* CommandLine: **********
MSI (c) (2C:EC) [11:19:30:231]: Client-side and UI is none or basic: Running entire install on the server.
MSI (c) (2C:EC) [11:19:33:227]: Failed to grab execution mutex. System error 258.
MSI (c) (2C:EC) [11:19:33:227]: Cloaking enabled.
MSI (c) (2C:EC) [11:19:33:227]: Attempting to enable all disabled privileges before calling Install on Server
MSI (c) (2C:EC) [11:19:33:243]: Incrementing counter to disable shutdown. Counter after increment: 0
MSI (c) (2C:EC) [11:19:33:259]: Decrementing counter to disable shutdown. If counter >= 0, shutdown will be denied.  Counter after decrement: -1
MSI (c) (2C:EC) [11:19:33:259]: MainEngineThread is returning 1618
=== Verbose logging stopped: 5/10/2013  11:19:33 ===

5/10/2013 11:19:33 AM: Install failed: 'Symantec_pcA_AutoStart_Host.msi'
5/10/2013 11:19:33 AM: End of package

Cause - Error 1618 means: Another installation is already in progress. Complete that installation before proceeding with this install.

http://support.microsoft.com/kb/229683

Solution

Wait till the other installation will be complete, then try again. If in case any other installation is not in running then Kill the "Window Installer" Service from Task Manager.

 

 

 

Comments 3 CommentsJump to latest comment

happy_blaze's picture

i have replace dll and it work for my issue.

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Ambesh_444's picture

Nice post dear it gonna help many.

 

Thank& Regards,

Ambesh

"Your satisfaction is very important to us. If you find above information helpful or it has resolved your issue. Please don't forget to mark the thread as solved."

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Rash_M's picture

Hello technical_specialist,

 

Thumps up for your awesome article.

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