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

Issues

Created: 10 Feb 2009 • Updated: 21 May 2010 | 3 comments

I like the idea of how the product is supposed to work but everytime I try and use it I have a different issue (which never recurs).

 

I've got it set up on two office PCs for now (I don't want to run a beta product on my customers PCs). 

 

The first time it connected fine (speed was very slow until I adjusted it for best performance), but I quickly found out that the keyboard on the remote PC was not mapping correctly to the keys (identical keyboards, two Dell machines).  I disconnected and much to my dismay found that the keyboard on the hosting PC was now mapping incorrectly as well (the ESC key acted like I was hitting tab, most letters on the keyboard didn't respond, arrow keys were useless, when you clicked the mouse it acted like it was setup for a left handed person - double clicking didn't work at all,  etc).  I had to reboot the host machine to get it back to normal.

 

Second time I tried, it showed that it was starting to connect , then it opened the session again, and again, and again to the same machine..eventually my screen was full of remote sessions, none of them actually connected though - all I got was the remote toolbar with a black screen (the host machine didn't show the message indicating the connection).  I had to CTRL-ALT-DEL to stop it from initiating anymore sessions.

 

The third time I connected everything was fine.  I left it running while I was on the phone and noticed that the session timed-out after 7 minutes (even though it was set to not timeout until after 30 minutes of inactivity).  So I finished my phonecall and tried unsuccesfully to reconnect.  Then I clicked on the option to disconnect (even though the host machine was back to normal, the remote PC still showed the desktop of the Host..you just couldn't actually do anything).  When I tried to disconnect it gave me the confirmation window to disconnect, I clicked yes/okay and nothing happened.  I finally had to kill the session by killing the process in windows task manager.  After I ended it this way I noticed my remote PC was running slow, so I rebooted and now things are back to normal.

 

So thus far I'm a little worried about the product even though my company has used PCAnywhere for over a decade and we're still hoping this gives us our new solution.  I'm going to try and find some other brave souls in the office and see what happens when I connect to them.

Discussion Filed Under:

Comments 3 CommentsJump to latest comment

Ted_Migdal's picture

Thank you for reporting these issues to us. We may or may not already have existing incidents of these or similar issues in development for fixes. We will do our best to replicate these issues in our test environments. At this time I do no have a go live date for this product so I can imagine there are still a number of bugs to be worked out throughout the beta process. We appreciate your help.

 

If you are willing to provide more specific information about your issues, could you please contact our customer care dept at customercare@spn.com or at 866-223-5977 option 1 option 2? Thanks again.

 

Sincerely,
 

Ted Migdal

Remote Product Specialist – Clearwell eDiscovery

Clearwell Systems - now a part of Symantec!

www.clearwellsystems.

rashton's picture

Well one of the issues I was able to replicate and it was just me being careless, where I clicked on the wrong PC and actually had the remote PC trying to connect to the remote PC, which puts you in an endless loop of sessions...kind of funny, but definitely something that the product should not allow you to do!

 

Any idea on when there will be a pricing guide?  Our company is in the middle of migrating towards an online solution to partially replace the current offering of PCAnywhere and pricing will be a huge consideration.

 

And I was able to replicate the first issue where the keyboard mapping on the host machine gets "corrupted".  I recreated the issue by going into full screen mode and then press "Alt-enter" to get back out of full screen mode.  After you do that the keyboard mapping gets screwed up on the host PC and I haven't been able to get it back to normal unless I reboot the machine.

Message Edited by rashton on 02-10-2009 02:40 PM
Ted_Migdal's picture

Unfortunately, pricing information will be unavailable until we get closer to a go live date.As for when that date might be there are currently no official estimations.

 

I tried to replicate your keyboard "corruption" method and was unable to get the results you described in your earlier post. I wonder if it could be hardware and or driver specific to the machines you are using. This is not to say that it does not warrant further research... could you provide more detailed system specs? Including perhaps the video card and driver version? Again thanks for your help to improve our product.

Sincerely,
 

Ted Migdal

Remote Product Specialist – Clearwell eDiscovery

Clearwell Systems - now a part of Symantec!

www.clearwellsystems.