Altiris DS 6.9 SP2 - Problem with Remote Control over WAN
Hello, I'm having an issue remote controlling a client over the internet. The server is setup with an external IP that is routed through an internal network. So the NIC on the server has a 10.10.x.x IP address.
Whenever I try and remote control the pc in DS I get the error "Unable to make an image thread connection to the remote machine. A client screen image will not be available" Below that error is another one that says "Unable to connect to the client. Please make sure the client has the Altiris Client Agent running!"
After enabling all of the logging on the client's aclient I've discovered the problem is the server is trying to get the aclient to call back to it using the servers internal NIC IP (10.10.x.x). The router log at the client confirms this, as it shows an destination address of 10.x.x.x:5001
Is there anyway to get the server to tell the client to call back using the external IP? I've looked everywhere and have not found anything. The Aclient is configured at present to use the external IP of the server, and I have no trouble running tasks and power control.
Thanks in advance for your help.
The exact aclient log is as follows.
[08/21/09 16:20:03.890] CDBClient::ProcessRemoteControlRequest(): Starting remote control
[08/21/09 16:20:03.890] CDBClient::ProcessRemoteControlRequest(): Reinitialize remote control stuff
[08/21/09 16:20:03.906] CCtrlThread::CCtrlThread(): Unable to open keyboard driver!
[08/21/09 16:20:03.906] CCtrlThread::CCtrlThread(): Unable to open mouse driver!
[08/21/09 16:20:03.906] CDesktopRCThread::OnPreInitThread(): SetThreadDesktop returnd 1, GetLastError = 0!
[08/21/09 16:20:03.921] CClientImgThread::WinlogonThread(): Opened winlogon desktop, result = 308, GetLastError = 0
[08/21/09 16:20:03.921] CDesktopRCThread::OnPreInitThread(): SetThreadDesktop returnd 1, GetLastError = 0!
[08/21/09 16:20:03.921] CClientImgThread::WinlogonThread(): SetThreadDesktop returnd 1, GetLastError = 0!
[08/21/09 16:20:03.921] CDesktopRCThread::OnPreInitThread(): SetThreadDesktop returnd 1, GetLastError = 0!
[08/21/09 16:20:25.171] CClientImgThread::OnStopThread(): The image thread is shutting down!
[08/21/09 16:20:25.390] CDBClient::InsertServerMessage(): Pre-processed message
Request=LiveEvent
Event=RemoteControl
Address=10.10.x.x
ImgPort=5001
CtrlPort=5001
Computer-ID=5000020
User-ID=0
SystemUser-ID=100001
Hostname=*******
use pcanywhere
if you are using the dagent the best thing to do is to run pc anywhere. The remote control fuction really is an after thought. It has limited functionality and was never meant to be as large scale as it is being used today. In support we are suggesting customers start using deploy anywhere because in CMS7 or DS7.x pc anywhere will be the main option.
Linux Man
Viddect
Thanks for your reply. We are
Thanks for your reply. We are using Aclient as our environment is only Windows 2000 and XP. All of the clients do already have the PCAnywhere host running, as well as carbon copy. In several circumstances though we've had to use a custom built 6.8 Aclient (done by Symantec) which had the ability to remote control pc's over the WAN. The benefit of doing this is, if a pc was hooked up to a router we could still remote in. We've upgraded to a new server and have insalled 6.9, now of course the custom 6.8 aclient no longer works. I was just wondering if there was an easier way to fixing this problem than trying to get Symantec to see if they can make a new custom Aclient for us.
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