DOCUMENT:Q320797 06-AUG-2002 [sms] TITLE :SMS: Windows 98 Client Hangs When the Wuser32.exe Agent Starts PRODUCT :Microsoft Systems Management Server PROD/VER::2.0 OPER/SYS: KEYWORDS:kbsms120 kbsms120bug ====================================================================== ------------------------------------------------------------------------------- The information in this article applies to: - Microsoft Systems Management Server version 2.0 ------------------------------------------------------------------------------- SYMPTOMS ======== When the Wuser32.exe Systems Management Server (SMS) Remote Control client agent starts on a Microsoft Windows 98-based computer, the client may cause the computer to stop responding (hang). When this occurs, only the mouse pointer continues to work. CAUSE ===== This issue occurs if you are using the Intel 82830M video adapter driver (Ialmdrv.drv) with the SMS Remote Control feature. Dell Latitude C400 laptop computers (among others) use this driver. The SMS client was not updated to work properly with all multiple-monitor-aware Windows 98 video adapter drivers. 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-language version of this fix for SMS 2.0 Service Pack 3 (SP3) sites should have the following file attributes or later: Date Time Version Size File name Platform ----------------------------------------------------------------------- 01-Mar-2001 18:55 2.00.1493.3259 23,520 Coexist.dll I386 01-Mar-2001 18:55 67 Compverremctrl.ini I386 01-Mar-2001 18:55 2.0.92.09 740,363 Remc16.exe I386 01-Mar-2001 18:55 2.0.92.09 1,360,348 Remctrl.exe I386 NOTE: Because of file dependencies, the most recent hotfix or feature that contains the above files may also contain additional files. WORKAROUND ========== Do not use the Ialmdrv.drv video adapter driver on Windows 98-based clients with the SMS Remote Control agent installed. 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 MORE INFORMATION ================ To install the hotfix, use the appropriate method. Use the Hotfix Installer ------------------------ NOTE: This method is only for Intel-based computers. 1. Create a folder in a location that is accessible to your SMS site servers. 2. Copy the update file (Q320797.exe) and platform folders to the new folder. The folder structure must be arranged so that the update file is located one folder "above" the platform folders. 3. From each of the primary and secondary SMS site servers in your environment, log on to your site server by using an account with administrator permissions. 4. Quit the SMS Administrator console, if it is running. 5. Run Q320797.exe, and then follow the instructions in the wizard. Manual Installation ------------------- 1. Create a folder in a location that is accessible to your SMS site servers. 2. Copy the platform folders that contain the hotfix files to the new folder. 3. From each of the primary and secondary SMS site servers in your environment, log on to your site server by using an account with administrator permissions. 4. Quit the SMS Administrator console, if it is running. 5. Stop all SMS services. 6. Replace the Remc16.exe file in the \Inboxes\Clicomp.src\Remctrl\ folder with the version from the hotfix. 7. Replace the Remctrl.exe file in the \Inboxes\Clicomp.src\Remctrl\ folder with the version from the hotfix. 8. Replace the Compver.ini file in the \Inboxes\Clicomp.src\Remctrl folder with the Compverremctrl.ini file from the hotfix. Note that you must rename the Compverremctrl.ini file to Compver.ini. 9. Restart all SMS services. Additional query words: prodsms remote control hang intel 82830M ====================================================================== Keywords : kbsms120 kbsms120bug Technology : kbSMSSearch kbSMS200 Version : :2.0 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.