Initial Install and Configuration	Additional Options and Information	Troubleshooting this Component
Remote Control Pass-Through Authentication in EPM 2017.1	Video:Remote Control using the Gateway Appliance	How to Troubleshoot Remote Control issues
How to change the LANDesk Remote Control Timeout value	Trusting the LDMS Remote Control Certificate	Remote Control returns the error: "Unable to establish a secure session with the remote computer (-5)"
LANDESK Management Suite 9.6 HTML remote control documentation	Remote Control from the Web Console for Ivanti Management Suite	Web Console - Remote Control Error: "The Remote Control Viewer was not installed properly"
LANDESK Management Suite 9.6 legacy remote control documentation	How to use On Demand Remote Control for Mac	Unable to find the remote control web service on "."
	https://community.ivanti.com/docs/DOC-61730	Not able to send Ctl-Alt-Del during remote control in Windows 7 or Server 2008

Notice:Any E-Learning content is available by default to Members who have a minimum support agreement at the Professional level.

This article is not a comprehensive list of documents and issues. You can continue to search the rest of the community or the portion specific to the Remote Control if this page hasn't helped.

Issue

You have just applied SU5 patch to your LDMS 2016 core server.

After installing the patch, you are not able to successfully initiate legacy remote control sessions using the standalone version of the component (isscntr.exe) that can be installed through the ENURCSetup.exe package in IIS.

The viewer always gets stuck on the following message "The remote computer has been contacted using TCP"

Cause

This is a known issue that is currently being investigated by our engineering team. The issue is related with an outdated version of the "isscntr.exe" file being shipped with SU5.

A specific bug report has been opened for this issue: Defect 360699:Outdated version of isscntr.exe contained in ENURCSetup.exe in LDMS 2016 SU5 cause RC session to fail to initiate when attempting to remotely control Windows computers

A fix will be made available in 2016.3 release.

Workaround

Customers experiencing the issue are encouraged to use the HTML5 remote control feature until the fix is made available

Hi there

We are on 2017.1. Admin users in our company have two users, one with "normal user" rights and one with administrative permission. We usually start Chrome with our administrative user and connect to our clients from there. We have to enter our credentials again after choosing a device from the list, is there a way to use the windows credentials there instead of typing them again?

I have various admins reporting that this has worked with 9.6 SP3, it never has for me

Thanks

Dominik

Self contained install of the Remote Control Viewer is possible simply by copying over your ENURCSETUP.exe from your Core to the machine you want to have the viewer on. ENURCSETUP.exe is found in the following directory;

C:\inetpub\wwwroot\Common

Once you have copied over the executable, you will want to create a shortcut to it. The following is what you would see if you looked in your console.exe.log after using the viewer;

C:\Program Files\LANDesk\ManagementSuite\isscntr.exe -A192.168.001.024;"LDCore9.domain.local" -V"LDCORE9" -sLDCore9 -cx"Remote Control" -c"Chat" -c"File Transfer" -c"Remote Execute" -c"Reboot" -w

Here it is with the options replaced by variables;

"C:\Program Files\LANDesk\ManagementSuite\isscntr.exe" -ATARGET_IP_ADDRESS;"TARGET_MACHINE" -V"TARGET_MACHINE" -sCORESERVER -c"Remote Control"

Replace the appropriate information such as IP address, target machine, core server, etc.

isscntr /address /c"command"

Specify this parameter... To do this...

/a

设备列表中设备图标只有清单图标，也可能什么图标都没有，检查网络正常，通过右键菜单HTML远程支持可以正常远程操作，右键菜单中的远程支持不可选。

右键设备打开检查，检查中的远程支持也可正常访问，请问此问题如何解决？

LANDESK Remote Control over HTTP reports

Authenticating...

Message from webpage.

Authentication failed.

Invalid credentials or no rights to remote control.

OK

A log file %LDMS_HOME%log\remotecontrol.dll.log reports: The server process could be started because the configured identity is incorrect. Check the username and password.

An attempt to start COM+ Applications: LANDesk and LANDesk1 on the core server under the Windows Component Services reports:

Catalog Error

An error occurred while processing the last operation.

Error code 8000401A - The server process could not be started because the configured identity is incorrect. Check the username and password.

The event log may contain additional troubleshooting information.

SOLUTION: Unexpired Windows domain account used on the core server under the Windows Component Services and successfully started both COM+ Applications: LANDesk and LANDesk1

After unexpiring the Windows domain account used on the core server under the Windows Component Services both COM+ Applications: LANDesk and LANDesk1 are now showing under "Running Processes" and a remote control session over HTTP authenticates and connects successfully.

REFERENCE:

Configuring COM+ server credentials

https://help.ivanti.com/ld/help/en_US/LDMS/10.0/Windows/setup-t-complus-credentials.htm

LANDeskCOMPlus - "Who is this user" and "Why is he on my Core"?

https://community.ivanti.com/docs/DOC-9310

How to Configure the LANDesk COM+ Applications to use a Domain Account

https://community.ivanti.com/docs/DOC-25497

LANDesk COM+ Identity Accounts Needed

https://community.ivanti.com/docs/DOC-24904

Purpose:

This Guide is to reference all of the different ways to initiate Remote Control from Landesk Management Suite. These methods were tested in 9.6 SP2 Component Patch 814f.

**Please note that any remote control initiated from the web console needs to have the remote tools installed. Please follow this document:

Remote Control from the Web Console | LANDESK User Community

https://community.landesk.com/support/docs/DOC-34628

**Also, Remote Control for Macintosh's only use HTML5 Remote control. There is no legacy option.

HTML5 Remote Control for Machines

On Network

• Right click on device from the Core -> HTML Remote Control

• Right click on device from the Remote Console -> HTML Remote control

• Right click on device from web console - HTML Remote Control
• Launch Workspaces -> Type in a machine name -> click Remote control -> Type in Core Credentials
• Type in https://computername:4343/ or https://IPofcomputer:4343/ in any HTML5 Internet browser anywhere on network. -> Type Type in LDMS Core credentials
• Ensure the user has remote control rights in the console and have been added to the local group "LANDesk Management Suite"

Off Network

• Right click on device from the Core -> HTML Remote Control (as of 9.6, it auto detects if machines are on or off network, and then will connect accordingly. -Note: This is for the Core only, not remote console or web console) -> Type in LDMS Core credentials
• Login to your CSA @https://CSAname.com/RC/index.php (ex:https://csa.landesk.com/rc/index.php) Click on Machine -> Type in LDMS Core credentials
• Web console does not support connecting through the CSA when using HTML Remote Control.
• Workspaces does not currently support connecting through the CSA when using HTML Remote Control.

Legacy Remote Control for Machines

On Network

• Right click on device from the Core -> Remote Control
• Right click on device from  Remote Console -> Remote Control
• Right click on device from web console -> Remote Control (Must install Download Tools first Remote Control from the Web Console)
• Install and Launch the standalone RCviewer (isscntr.exe) -> Select Direct Mode -> Type in Specific Machine info -> Type in your core name -> Click OK

Off Network

• Right click on device from the Core -> Remote Control via Management Gateway -> Type CSA credentials
• Right click on device from the Remote Console -> Remote Control via Management Gateway -> Type CSA credentials
• Right click on device from  Web console -> Remote Control via Management Gateway -> Type CSA credentials (Must install Download Tools firstRemote Control from the Web Console)
• Install and Launch the standalone RCviewer (isscntr.exe) -> Select Gateway mode -> Type in the CSA Name in the computer name field -> Type in your core name -> Click OK -> Enter your CSA credentials -> Select machine from list and click OK
• * To get a list of machines that you can connect to off network from the viewer: Right click on a machine from the Core/Console/Web Console to launch the viewer -> Type in CSA Credentials -> On the screen saying "Searching for a Matching connection.." Hit cancel. -> Click yes on the prompt, "If you cancel now, you must manually re-establish the connection to the remote computer after it has booted up. Are you sure you want to stop waiting?" -> This will give you a list of computers you can connect to. You will also need the CSA credentials for this as well.

Notes:

• Legacy Remote control authenticates with the user you are logged into Windows with, as well as with the Core. For best results, login to the Core with the same user as you are logged into Windows with before launching remote control.
• If you want to use HTML5, make sure it is selected in the remote control settings in your Agent Configuration
• Landesk Support recommends you use Integrated Security  (It is set by default in your Remote Control Settings)
• Remote control parses Active Directory to authenticate permissions to end users machines. This is done by the LanDeskComPlus User. Please set this to a Domain Admin.About the LANDeskCOMPlus user, "What is this account" and "Why is it on my Core"?
• Off Network Remote Control Requires a properly setup CSA. Please verify with this document:Quick Guide - Gateway (Cloud Service Appliance) Configuration
• Make sure your Core can communicate successfully to the clients. HTML5 Remote Control uses port 4343, and Legacy Remote Control uses port 9535.Ports used by LANDesk Management Suite - Full List

Other Helpful Remote Control Documents:

• How to Troubleshoot Remote Control issues
• HTML5 Remote Control Guide
• Legacy Remote Control Guide
• LANDESK - Remote Control - YouTube

Puede hacerlo Ping al equipo. Adjunto imagen de error.

Environment:

LANDesk Management Suite 9.5, LANDesk Management Suite 9.5 SP1, LANDesk Management Suite 9.5 SP2

Description:

LANDesk agent that are outside the Corporate firewall connects to the Core server via the LANDesk Cloud Service Appliance. Remote controle client can be manually switched to gateway mode and can be remoted in but are not switching automatically to Gateway mode.

Solution:

The Cloud Service Appliance need to be reachable from the internet on port 80 to allow the auto switching feature to work.

Good afternoon.  We are running LANDEsk console 2016.  Version 10.1.0.168.  I have a colleague who, when trying to use the File Transfer feature in LANDesk, can only see his own drive and PC.  He cannot access the drive on the remote PC he is trying to access.  Is there any kind of fix for that?  He's running the same version of everything and I am, and everything works for me.

Hi All,

Was wondering why does this error happen:

We're unable to use the remote control features on the Core Server Console even though the device is online. Then we tried to using the remote console to remote control to the device and it works. Any idea why cant the core server console cant remote control but the remote console are able to remote to the device? What should I do? (I've tried rebooting the core server but still wont work)

Thanks

Question

What platforms support Screen Blanking Driver?

Answer

Windows XP

Windows Server 2003

All other operating systems following these two no longer support the blanking driver.

We are building a new image staging system.

The OS is Windows 10. We are using LANDESK Management Suite 2016 10.1.0.168.

When we first stage our systems and install Win10, everything is working as expected.

I am able to remote into a system and issue an ALT-TAB command and I see the standard Win10 ALT-TAB box appear showing all running applications and allows me to stop on one to switch too.

During the staging process, we replace the windows shell with an in house shell application (our systems are highly locked down and the users only have access to a handful of applications we present them).

Once we have replaced the Windows shell, when we remote into a system and issue ALT-TAB the system will immediately switch to the next application without presenting the popup showing all running applications.

If I hit ALT-TAB locally on the Win10 system, I get a popup showing all running applications that is similar to the way Windows 7 displayed the ALT-TAB window.

We staged our previous Windows 7 images the same way, using the same shell replacement application and do not have this issue.

This will present problems to our support staff of knowing what windows are open, how to get to the appropriate window, and making sure not to accidentally leave something running that shouldn't be visible to users.

We have tried this with the standard remote view client and with the HTML5 client.

Upgrading LANDESK is not an option, we still support legacy systems running WinXP and this is the newest version we could find that also supports XP systems. Part of this new Win10 image is to replace those systems, but we need to support both until that conversion is complete.

Any ideas?

Issue:

Windows XP and Server 2003 Legacy Agent cannot use remote control.

Cause:

After the legacy agent is installed, Landesk Remote Control Service is not installed. Check the agent install log, there is error related to missing file called normaliz.dll.

Resolution:

On the affected XP/2003, navigate to C:\Windows\System32, check if there is a file called "normaliz.dll". If not, copy and paste the attached normaliz.dll to that folder and rerun the legacy agent installer.  

Note:

What is Legacy agent: This involves installing an agent from a previous version of LANDESK on the OS and using it with current code. New features are not available and limited support is available for this method of device management.

Reference:

https://community.ivanti.com/docs/DOC-23848#jive_content_id_Supported_Ivanti_Agent__Client_Operating_Systems

How to Build a Legacy Agent for Windows XP and Server 2003

Description

With the release of LANDesk Management Suite 2016.3 SU3, and Ivanti Endpoint Manager 2017.x, we have upgraded our hash encryption algorithms to use SHA-256 hashes for the pass-through Authentication Token. This change to the algorithm prevents older agents from being able to decrypt the token, causing the following errors for both HTML and Legacy remote control.

Error when using HTML Remote Control: 

Authentication Failed, Invalid Credentials or No rights to Remote Control

Error when using Legacy Remote Control:

The signed rights document was not valid. Authentication failed.

Solution

Updating the agent to match the core version will resolve the issue, as the newer agent will be able to decrypt the authentication token.

It has always been the position of Ivanti Support that Agents should be updated as quickly as possible after the core server has been upgraded. Although this is an inconvenience, it is working as designed and is expected Ivanti admins will work to upgrade their agents as quickly as possible to return to full functionality.

Workaround

There is a workaround for HTML Remote Control that can be used when the agent cannot be updated in a timely fashion, or at all.

When presented with the authentication error, click OK, and you will be prompted for your credentials. Enter your credentials in manually and, provided you have the necessary access, it will successfully initiate the remote control session.

*** There is no work around for Legacy RC. To remote control an older agent, you will need to use HTML RC.***

Issue:

During the install of the LANDesk remote control feature, the LANDesk Virtual Smart Card reader will be installed. This may cause authentication issues in some environments, including those using SSO.

Resolution:

Use the following command to create a batch file, or a LANDesk custom script, that can be deployed to affected machines. This command will remove the smart card reader from the system.

"%LDMS_LOCAL_DIR%\..\lddevcon.exe remove LDRemoteSC"

Problem

Unable to remote control machines. You will see the following message in the remote control window:

Login Failed.  You must provide valid credentials for a user in the "Remote Control Operators" group on the remote machine.

Cause

In the remote control settings, "Manage remote control users and groups" is checked by default.

Resolution

Unchecked the box "Manage remote control users and groups" in remote control settings in the agent configuration.

Problem

Unable to talk to core, authentication fails.

Solution

1. Ensure that the agent in question responds to an LDPing or telnet on port 9595.
   1. If not there is something wrong with the agent.
2. Shut down both of the "LANDesk" COM+ components. Now, start them both. If you get an error message, please reboot the core server. If that doesn't help, try this: How to rebuild the LANDesk COM+ Objects
3. The "Identity" should be set to a user who has read access to the domain and local admin rights on all client machines.
4. If you continue to have COM+ object issues after removing and recreating them, please try making the change explained here. It does work on more than Server 2008. A COM+ application may stop working on Windows Server 2008 when the identity user logs off – Distributed Services Suppor… .

Note: If you are unable to install the telnet client in order to test connectivity, this can be done with powershell and is very easy to run when you use the batch file from the EndPoint Manager (EPM) Tool . The EPM Tool can also ,make it really easy and quick to recreate the COM+ objects.

Background:

Once some desktop computers which have installed agent can't access the core server in intranet, it will switch to gateway mode automatically, If administrator can't remote control the client machine if the client machine is gateway mode, It administrator need to change the gateway mode to direct mode, then It administrator can remote control this client machine in intranet.

Configuration steps:

1. Create a new folder called SwitchToGatewayMode in an existing web or UNC share.
2. Create a file named “SwitchToGatewayMode.reg” and add the following to this file: Windows Registry Editor Version 5.00
   
   [HKEY_LOCAL_MACHINE\SOFTWARE\Intel\LANDesk\WUSER32] "Gateway"=dword:00000000
3. Save this file to the SwitchToGatewayMode folder.
4. Create a file named “SwitchToGatewayMode.bat” and add the following to this file:
   
   Echo On Regedit /S SwitchToGatewayMode.reg Net Stop "LANDesk Remote Control Service" ping 1.1.1.1 -n 1 -w 30000 > NUL Net Start "LANDesk Remote Control Service"
5. Save this file to the SwitchToGatewayMode folder.
6. Create a Distribution package and deploy this batch file and include the Registry key in the additional files section.

Description:

When trying to remote control the client machine, the menu is grayed out.

Troubleshoot Steps:

1. Ping the client machine from core successfully

2. Telnet client machine at 9535 and 4343 port successfully

3. Is the Core server in a Domain, and the client machine is in WORKGROUP? Join the client to the domain, then can the client  be remote controlled successfully?

4.Do your DNS server records match your DHCP server?

5. Can you open the following URL from core to client: http://clientIP:9595/allowed/ldping, and http://clientName:9595/allowed/ldping

If the clientIP URL can open as XML page, but the cilentName URL cannot access. You can go to the resolution below.

Resolution:

1. Check the Network adapter settings on client machines:

2. Check the DHCP server settings to add 045 options:

Apply to:

LDMS 9.5

LDMS 9.6