IT Management Suite

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  • 1.  Different versions of PCAnywhere reported by Windows & ITMS 7.5 SP1 HF5

    Posted Jul 20, 2015 02:28 PM

    The Symantec Management Agent reports back to ITMS 7.5 SP1 HF5 that I'm using PCA v12.6.8556:

    symantecPCA_agent_version.PNG

    but Windows says the installed version is 12.5.4.8211:

    symantecPCA_windows_version.PNG

    We have a PCA upgrade policy in place, but I assume it's not upgrading PCA because the SMA is reporting it's already at the most recent version.  I checked in SIM, and 12.6.8556 is the version installed on our ITMS server.

    Screen Shot 2015-07-20 at 10.41.13 AM.png

    This is a problem all over our environment - some have the most recent version, and others have the old version but won't update the PCA agent and software.  We're having trouble remoting to other PCs because (again, I assume) the installed versions are not compatible (according to this article).

    Any help as to why there's a reporting issue, and how this can be fixed?



  • 2.  RE: Different versions of PCAnywhere reported by Windows & ITMS 7.5 SP1 HF5

    Posted Jul 21, 2015 09:04 AM

    Hi EvCCEnterprise,

    The install command line of pcA is pcAClientInstallManager.exe /iall and it's supposed to install the new software in Windows and register the pcAAgent.dll with the Symantec Management Agent to report the new version to the NS via Basic Inventory.

    Both steps can happen individually, I have seen this behavior many times and it really is annoying.

    I think what's happening is that the new software is not getting installed and the agent is registering the new .dll. But since the version of the software itself did not change from a long time I don't think you will have any headaches. Are you experiencing any sort of problems because of the version being different from the plug-in registered with the agent?

    1- The policy uses a dynamic filter that considers the version of the dll registered under the Symantec Management Agent. So you will need to change that in order to consider the software installed in Windows instead of the plug-in registered.

    2- Or you configure a Managed Software Delivery to install the new version of pcA.

    Hope that helps you, somehow.

    Regards.



  • 3.  RE: Different versions of PCAnywhere reported by Windows & ITMS 7.5 SP1 HF5

    Posted Jul 21, 2015 10:04 AM

    Thank you for the swift reply, Rafael.  I did some testing after my original post, and it looks like even machines with the same version (12.5.4.x) are having issues connecting with each other.  I'll do some more troubleshooting.

    Luke



  • 4.  RE: Different versions of PCAnywhere reported by Windows & ITMS 7.5 SP1 HF5

    Posted Jul 21, 2015 08:16 PM

    Make sure the agents captured the pcA Security Policy. You can verify that using RAAD http://www.symantec.com/docs/HOWTO95133 without the need to look in the policy xml file of the agent.

    Did it, by chance, return any error code or error message (when trying to connect)?

    Regards.

     



  • 5.  RE: Different versions of PCAnywhere reported by Windows & ITMS 7.5 SP1 HF5

    Posted Jul 30, 2015 08:10 PM

    Here's what we get:

    Unable to attach to specified device.JPG

    An example of the issue we're having:

    Both PCs have the most recent version of pcA (12.6.8556).  Both are in the same OU in Active Directory, and so both should have the full install of pcA.  The tech that uses them can remote from PC-1 to PC-2 without issue.  But he cannot remote from PC-2 to PC-1.  He gets the "unable to attach" error.  

    I'm struggling to find anything about a pca security policy when looking at my pc with RAAD.  There's nothing in the manual (I searched for "security", "policy" and "pcanywhere" but didn't find anything referring to a pca security policy...).

    Thanks for your help.  We may just go to making a manual job for pushing out pca.  This is so completely frustrating that weeks after imaging ITMS hasn't sorted this out via the install/upgrade policies.



  • 6.  RE: Different versions of PCAnywhere reported by Windows & ITMS 7.5 SP1 HF5

    Posted Jul 31, 2015 10:49 AM

    See if this helps you: http://www.symantec.com/docs/TECH194790.



  • 7.  RE: Different versions of PCAnywhere reported by Windows & ITMS 7.5 SP1 HF5

    Posted Aug 03, 2015 10:53 AM

    Thanks.  It doesn't quite seem like it's the issue we're getting, though.  We're getting an error message (that article says one doesn't pop up), and some of the computers we're having trouble with are brand new (the issue described notes that the issue it solves is for places where computers go from one policy to another).

    We'll try pushing pcA out as a regualar software install to see if that resolves the issue first.  If that doesn't work, we'll give this another look.