DOCUMENT:Q305164 16-JUL-2002 [sms] TITLE :SMS: Remote Control Clients May Not Be Contacted by the Console PRODUCT :Microsoft Systems Management Server PROD/VER::2.0,2.0 SP1,2.0 SP2,2.0 SP3,2.0 SP4 OPER/SYS: KEYWORDS:kbsms200 kbsms200bug kbsms200fix ====================================================================== ------------------------------------------------------------------------------- The information in this article applies to: - Microsoft Systems Management Server versions 2.0, 2.0 SP1, 2.0 SP2, 2.0 SP3, 2.0 SP4 ------------------------------------------------------------------------------- SYMPTOMS ======== Systems Management Server (SMS) 2.0 clients that are configured to use NetBIOS for remote control (instead of TCP/IP) may not be found when you try a remote control session from an SMS Administrator console. You receive a "Remote Control Agent not found" error message when you try a remote control session. If you run the "netstat -a" command on the target client, you see that Wuser32 is registered by using an uppercase NetBIOS name. If you view a Network Monitor capture from the Administrator console, you see that the Remote.exe process is trying to contact the Remote Control agent by using a lowercase NetBIOS name. This causes the Administrator console not to be able to connect to the client. CAUSE ===== The NetBIOS name that is stored in the SMS database for the client uses lowercase letters. The problem occurs if the site server uses only network discovery and if Domain Name System (DNS) is being used for name resolution. When network discovery creates the discovery record for a computer, the name is recorded in lowercase letters. Network discovery obtains the lowercase entry from DNS, which can store information in lowercase letters. You can also confirm that the client's resource information is in lowercase letters by starting the SMS Administrator console, expanding Collections, expanding All Systems (or any collection in which this computer name appears), and then locating the client. If the client is listed in lowercase letters, the problem may occur. RESOLUTION ========== A supported fix is now available from Microsoft, but it is only intended to correct the problem that is described in this article. Only apply it to systems that are experiencing this specific problem. This fix may receive additional testing. Therefore, if you are not severely affected by this problem, Microsoft recommends that you wait for the next Systems Management Server service pack that contains this fix. To resolve this problem immediately, contact Microsoft Product Support Services to obtain the fix. For a complete list of Microsoft Product Support Services phone numbers and information about support costs, visit the following Microsoft Web site: http://support.microsoft.com/default.aspx?scid=fh;EN-US;CNTACTMS NOTE: In special cases, charges that are ordinarily incurred for support calls may be canceled if a Microsoft Support Professional determines that a specific update will resolve your problem. The usual support costs will apply to additional support questions and issues that do not qualify for the specific update in question. The English version of this fix should have the following file attributes or later: Date Time Version Size File name Platform --------------------------------------------------------------- 01-Mar-01 15:00 2.00.1493.3212 78,944 Remote.exe I386 01-Mar-01 15:00 2.00.1493.3212 127,760 Remote.exe Alpha NOTE: Because of file dependencies, the most recent hotfix or feature that contains these files may also contain additional files. WORKAROUND ========== To work around this problem, use either of the following methods: - Configure the site to use TCP/IP as the default remote access protocol. - Use Remote.exe at a command prompt to manually change the NetBIOS name to uppercase letters. For example, type "Remote 3 SERVER1" (without the quotation marks). STATUS ====== Microsoft has confirmed that this is a problem in the Microsoft products that are listed at the beginning of this article. This problem was first corrected in the Systems Management Server 2.0 Service Pack 4 Hotfix Rollup Package (HRP). For additional information about the SMS 2.0 SP4 HRP, click the article number below to view the article in the Microsoft Knowledge Base: Q323206 SMS: List of Bugs Fixed in the Systems Management Server 2.0 SP4 HRP Additional query words: prodsms communicate connect ====================================================================== Keywords : kbsms200 kbsms200bug kbsms200fix Technology : kbSMSSearch kbSMS200 kbSMS200SP1 kbSMS200SP2 kbSMS200SP3 kbSMS200SP4 Version : :2.0,2.0 SP1,2.0 SP2,2.0 SP3,2.0 SP4 Issue type : kbbug Solution Type : kbfix ============================================================================= THE INFORMATION PROVIDED IN THE MICROSOFT KNOWLEDGE BASE IS PROVIDED "AS IS" WITHOUT WARRANTY OF ANY KIND. MICROSOFT DISCLAIMS ALL WARRANTIES, EITHER EXPRESS OR IMPLIED, INCLUDING THE WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE. IN NO EVENT SHALL MICROSOFT CORPORATION OR ITS SUPPLIERS BE LIABLE FOR ANY DAMAGES WHATSOEVER INCLUDING DIRECT, INDIRECT, INCIDENTAL, CONSEQUENTIAL, LOSS OF BUSINESS PROFITS OR SPECIAL DAMAGES, EVEN IF MICROSOFT CORPORATION OR ITS SUPPLIERS HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. SOME STATES DO NOT ALLOW THE EXCLUSION OR LIMITATION OF LIABILITY FOR CONSEQUENTIAL OR INCIDENTAL DAMAGES SO THE FOREGOING LIMITATION MAY NOT APPLY. Copyright Microsoft Corporation 2002.