Troubleshooting Tips

If you cannot establish a remote tools session on the client:

• Verify that you have initiated the Remote Tools client agent for the site. In the SMS Administrator console, navigate to Client Agents:

  Systems Management Server   Site Database      Site Hierarchy         site code - site name            Site Settings               Client Agents

• Make sure the client computer has network connectivity to the CAP.
• Verify that the client configuration on the CAP has been updated.
• Verify that 24 hours have elapsed since the Remote Tools Agent was installed. CCIM has a polling interval of 23 hours.

  To force a CCIM cycle on a 32-bit client, which will install the Remote Tools Agent if it is enabled but not yet installed, double-click the Systems Management icon in Control Panel. Click the Sites tab and then click Update Configuration.

  To force a CCIM cycle on a 16-bit client, which will install the Remote Tools Agent if it is enabled but not yet installed, double-click Ccim.exe on the client.

  To repair a 32-bit client’s installation, double-click the Systems Management icon in Control Panel. Click the Components tab select Remote Tools, and then click Repair Installation. SMS 2.0 automatically verifies and updates 16-bit client installations every 30 days.

• Make sure that the computer running the SMS Administrator console and the client are both running the TCP/IP protocol.

If the Quick Viewer shows only a black screen after you have established a Remote Tools session:

• Verify that the Remote Tools client agent is configured properly in the SMS Administrator console. The Allow this service to interact with the desktop option must be selected. It is enabled by default and should not be changed.
• If the Remote Tools buttons are unavailable, the level of Remote Access on the computer you are connecting to is set to None.

If you receive the error message, “Security rights to run Remote Tools on this client have been denied,” but the security rights should be granted:

• Make sure there is connectivity between the SMS Administrator console and client computers and that the SMS site database is available.

If the Gold Key does not work:

• Verify that the client computer has been rebooted since the Remote Control components were installed.

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  Note   The Gold Key is an icon in the Remote Control Quick Viewer window that you use to send a CTRL+ALT+DEL key sequence to a Windows 2000 or Windows NT client. You must use the Gold Key to log on to the computer that you want to control remotely if no users are currently logged on to that client.

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If the Remote Tools Client Agent asks repeatedly for permission from the user at the client, even when the Do not ask for permission option has been selected:

• Establish whether the client is part of more than one site. If it is, determine the remote control settings at the other site. If any site the client belongs to has selected the Display a message to ask for permission option, the client must ask the user at the client for permission.
• Determine whether the option Clients Cannot Change Policy or Notification Settings has been selected for the Remote Tools client settings. Navigate to Client Agents in the SMS Administrator console as directed above. Right-click Remote Tools Client Agent in the details pane and then click Properties. The Clients Cannot Change Policy or Notification Settings check box is on the General tab.

  If this option is not selected, users can change the settings after the Remote Tools client agent is installed on client computers; the user might have enabled the option to require permission.

• Examine the client registry to verify that the client is assigned to your site and that Remote Tools has been enabled and configured for your site. If the client is part of more than one site, the Remote Tools client agent might only be configured for the other site and not for your site.

  The registry key is: \HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft \SMS\Client\Client Components\Remote Control for all 32-bit clients.