Video Screencast Help
Symantec to Separate Into Two Focused, Industry-Leading Technology Companies. Learn more.

Cannot use DS Remote Control to control Windows 7 64Bit machines.

Created: 07 Nov 2012 | 8 comments

Been starting to deploy Windows 7 64Bit Enterprise on some of the computers here at my company.

I have been installing the DAgent on each machine and if a user is logged in, I can take control of that machine.

The problem is, if no user is logged in or if I have to log off the user that I am controlling so I can log in with admin rights, I lose the console to the machine.

Remote Desktop works but I cannot use Remote Desktop to see what the user doing.

If no user is logged into a WIndows 7 machine, I can see the machine in my Deployment Console but when I try to take control the window always says "Not Connected"

Using 6.9 SP4.

Any help would be appreciated.

Thank you.

Comments 8 CommentsJump to latest comment

Ragman's picture

Has no one else seen this issue?

Is this a known issue?

Remote Control works so much better than Remote Desktop.

bhawver's picture

I don't believe DS Remote Control was ever designed to work with Windows 7.  Symantec also discontinued using it in later versions and opted for PC Anywhere.  If you have an active agreement, you would be entitled to PC Anywhere.

Brian Hawver
Systems Engineer
Yaskawa America, Inc.

Connect Etiquette: "Mark as Solution" those posts which resolve your problem, and give a thumbs up to useful comments, articles and downloads.

BBC's picture

As Brian stated, DS remote control is not designed for Win7. We had the same issue and since there are also vulnerabilities with pcAnywhere, we moved to Windows Remote Assistance and RDP depending on the scenario that the remote connection requires. Both options are natively available within Windows.

dsmith1954's picture

This is an issue with DS and Windows 7. Wish they'd fix it. We did reluctantly enable RDP and Remote Assistance on the desktop for other remote control options.

bhawver's picture

They won't be fixing it.  As I mentioned above, Symantec is moving away from that type of software (I think it was Carbon Copy...I could be wrong) and opted to use PC Anywhere going forward.

In our environment, we use DameWare and it works great.  In some situations, we've taken to using Join.Me if the other methods fail, but that will require the end user working with you.

Brian Hawver
Systems Engineer
Yaskawa America, Inc.

Connect Etiquette: "Mark as Solution" those posts which resolve your problem, and give a thumbs up to useful comments, articles and downloads.

dsmith1954's picture

Yep. Symantec ditched Carbon Copy when they bought Altiris. Remote Control in the Deployment Console is so easy. Just right-click the computer and select Remote Control. Using anything else requires some kind of interaction with the user, and that can be a pain sometimes, especially when getting them to tell you their computer name or IP address.

Symantec and Altiris both have been trying to ditch the Deployment Console for years. I still wish they'd upgrade it to work with the latest OSs. It is way better than the web-based version of DS. And yes, that includes 7.1 with the latest service pack and patches. 7.1 is way too complicated and slow, even with a remote SQL server with 10X the IOPS required.

bhawver's picture

I'm with you on the 7.x versions.  I keep hearing about 7.5 being "the" version to goto, but they keep missing the launch dates.  That could either mean it will be awesome when it actually is released or very disappointing.  I'm holding out hope that it will be awesome though.

Brian Hawver
Systems Engineer
Yaskawa America, Inc.

Connect Etiquette: "Mark as Solution" those posts which resolve your problem, and give a thumbs up to useful comments, articles and downloads.

dsmith1954's picture

Been holding out hope for awesomeness since 6.5 was released. We still use v6 of the Helpdesk because ServiceDesk 7.1 is way too complicated, slow, and doesn't integrate with SMP like the HelpDesk did with the Notification Server.

The hardware requirements for the entire SMP product line is just too much. At a time when everyone is virtualizing servers and desktops, Symantec comes out with products that have massive hardware requirements. It just doesn't make sense, and it's hard to justify spending that much money on multiple servers to run the same type of apps that we used to be able to run on one server.

I'm sorry to see the way Symantec totally messed up the entire Altiris product line. Altiris was headed in that general direction anyway, but the acquisition by Symantec sped things up considerably.

We'll be ditching Symantec CMS, AMS, and HelpDesk sometime in 2013. With the failure to upgrade the Deployment Server (Win32), an SMP that is just way too complicated and buggy, and the poor performance of all of the web-based apps, it just doesn't make sense to keep hoping for that awesomeness to appear.

We've been a loyal Altiris customer since 2001, so this decision doesn't come easy, but it had to be made. We can't continue to pour money into something that just doesn't work for us, doesn't show any signs of improving, and the lack of support for the Win32 apps are a sign that it's time to go.