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Title
Remote Support Center 2.1 Known Issues -
Description
Remote Support Center 2.1 Known Issues -
Resolution
Known Issues
Remote Support Center 2.1 GACommon abbreviations used in this document to refer an issue in the software component:
RSC – Remote Support Center
EA – ExpertAssist
IA – InstantAssist
Issue Workaround EA DE3114(For Windows Internet Explorer 8 with Java versions 1.5.0.5 through 1.5.0.11 and 1.6.0 through 1.6.1) When starting the File Transfer, the ExpertAssist browser window hangs. Close the browser window via Task Manager. Open the EA console, and attempt the FileTransfer again. Or, install the latest Java version.EA DE4148Sometimes during simultaneous EA remote computer management sessions, the Java applet fails to start and displays the error: "Failed to open HTTP tunnel" Close all browser windows and start the management session again. EA DE4400The EA remote control session may randomly close and display “No direct connection” on the home page of the management window if another EA management session was started. n/a Gateway DE4224If port forwarding is configured between the RSC LAN component and the Internet Gateway, user can’t connect from WAN to RSC (through Internet Gateway). Port forwarding from LAN to DMZ isn’t supported. IA DE3448When managing a Windows 2000 computer via InstantAssist, the taskbar will disappear if you try to decrease the screen resolution on the remote computer. This is a well known Windows 2000 problem. The description for the problem can be found in KB 306263 on the Microsoft Support web site. IA DE3467Remote control operations don’t work when you are managing a remote computer using InstantAssist and there is a console application open and active on the remote computer (OS: Vista, Windows 2008, Windows 7)Ask the user on the remote computer to start the InstantAssist executable with elevated privileges by selecting “Run as administrator” from the InstantAssist context menu. Alternatively, ask the remote user to minimize the console application. RSC DE2169Installation may fail if there is not enough free disk space on the LAN Server. Please ensure that there is at least 350 MB of free space available on the system drive. RSC DE2569When upgrading RSC, the installation may fail with “Database installation failed: setup will terminate” message. The error is caused by the setup not being able to upgrade the Database because it’s still in use by components left from previous version.Please ensure that no previously installed components use the RSC database with the Activity Monitor available in SQL Management Console before running the upgrade procedure. RSC DE3045Installation of the RSC Internet Gateway to the root of the system drive on the DMZ Server is not supported. Please install the Internet Gateway to the program files folder. RSC DE3205Installation cannot start if a previous installation was forcibly terminated from outside of the installer (i.e. by stopping the process in Task manager) - Delete following registry keys:
- HKEY_CLASSES_ROOT\CLSID\{4FC6DF1A-CECF-45F8-BB80-55E4DF60880B}
- HKEY_CLASSES_ROOT\RSCLS.CLicense
- HKEY_CLASSES_ROOT\RSCLS.CLicenseData
- Run the installation again.
Do not terminate the installation process in a forced manner. Always exit the installation process by using Cancel or X button when available.RSC DE3243If user at remote computer disables ExpertAssist right after it was installed (and installation was initiated from RSC), an attempt to manage that remote computer may return an “Access denied” error. Refresh the RSC Console before starting a remote management session. RSC DE3351The Internet Gateway port is not released immediately after you remove the component from DMZ Server. Wait for about 2 minutes until the port gets released by the operating system. RSC DE3624If answering “No” to security warnings when starting IA/EA management session, the current management session connection gets lost. Further attempts to reinitiate the session before closing the browser window will fail. Always confirm the security warnings showing on EA/IA management session startup. To resume the session terminated due to the security warnings issues:1. Close all browser windows.
2. Start the session again and answer “Yes” to the security warnings that display when loading the browser window.RSC DE3711Configurations where the IIS Default Web Site is set to listen for connections on a dedicated IP address are not supported. Please ensure that the IIS server is configured to listen for incoming connections on all IP addresses. Right click the web site and verify that the IP address drop-down list on the Web Site tab is set to (All unassigned). RSC DE3817The ExpertAssist management session may not end after you close the ExpertAssist window and log off of the RSC Console. Please make sure to always close all browser windows when finishing an ExpertAssist remote management session. RSC DE4003ExpertAssist manual installation/upgrade will fail if it is performed under the account of a domain user without local admin rights on the target machine. Perform ExpertAssist installation/upgrade with local administrative privileges. RSC DE4255The Internet Gateway may appear offline if port forwarding is configured from the LAN network segment to the DMZ server. Port forwarding from LAN to DMZ isn’t supported. RSC DE4295The Internet Gateway status continues to show “online” in the RSC Console after it’s been uninstalled, firewall turned on DMZ server. Restart the LAN Gateway windows service. RSC DE4318The RSC console doesn’t automatically authenticate the target machine during initiation of a remote management session, if they both connect to the Internet Gateway. Enter the credentials on the login page that appears and proceed with the session. RSC
DE4417if RSC was upgraded from previous versions and is using SSL certificate generated by these previous versions, the browser displays the certificate error “The security certificate presented by this website was issued for a different website's address” when user is accessing Management console Accept the browser certificate error by clicking Continue to the website. RSC SETUP DE4171In the RSC or Internet Gateway setup, Windows Firewall automatic configuration does not override the firewall settings denying inbound connections through the firewall. When installing RSC or its Internet Gateway component, disable the firewall configuration denying inbound connections through Windows Firewall by deactivating the “Don’t allow exceptions” checkbox (for MS Windows Server 2003) or deselecting “Block all connections” (for MS Windows Server 2008/2008 R2). Client Gateway DE2296Remote Management may fail following the installation of JRE 1.6.0 Update 3 on a client computer which already has JRE 1.4 installed. Before starting a remote management session via RSC, reboot your computer following the installation JRE 1.6 Update 3.