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Title
Remote Support Center 2.5 - Known Issues -
Description
Remote Support Center 2.5 - Known Issues -
Resolution
Known Issues for Remote Support Center 2.5 GA
The document lists the ScriptLogic Remote Support Center issues and limitations that were known at the time of this release.
Common abbreviations used in this document to refer an issue to the software component:
RSC – Remote Support Center
EA – ExpertAssist Client
IA – InstantAssist Client
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 DE4732,
DE4867User authentication fails during login to EA Client computer if: - user tries to manage EA Client computer accessing RSC via localhost;
- the user account has not been granted permissions with RSC (e.g. a domain user granted permissions within EA Console tries to log into EA and receives the “The user does not have the required permissions to login” error).
User should be granted with permissions to manage EA Client computer. Or grant the RSC Administrator rights to the user. 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 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 DE3351The RSC 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 DE3454Failure to download IA or EA package to MS Windows 2003 SP2 x64/x86 with the default browser Internet Explorer 6. Always use the Internet Explorer 7 or above browser for any RSC relevant operations. 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 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 DE4729When starting EA remote management session for the first time from browser other than the one running on the RSC Server localhost, a new window opens and shows a “Certificate Error”. The error does not present a security issue. Click Continue to this website… to proceed with opening the management session window. RSC Setup DE4230(For MS Windows server 2003 R2) When installing to a server running Windows Firewall, Windows Security Alert appears. Ignore the alert by closing the dialog. RSC Setup DE4699Sometimes the RSC Management Console menu item may be absent from the Windows Start menu on the RSC Server. Access the RSC Management Console via https://localhost/RSC Client Gateway DE1769Sending command prompt works extremely slow when Browser connects to RSC Server and RSC Client connects to Internet Gateway or vice versa. N/A 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. Client Gateway DE4743The 0x102 The wait operation timed out error shows in the logon page if starting EA management session using https://[ComputerName]:2000 link when RSC Server is down. To run EA management session using https://[ComputerName]:2000 link, requires that RSC Server is functioning properly and accessible by EA Client Computer. Client Gateway DE4803, DE4804, DE4805ExpertAssist doesn't get Internet Explorer proxy settings, so it can be unavailable for management via RSC Management Console. Use connection which does not require proxy to access LAN/Internet Gateways from EA Client Computer. RSC Internet Gateway DE4815In some network configurations, Java applets experience delay on startup up to 2 minutes after management was started via RSC Management Console. N/A