DOCUMENT:Q307986 06-AUG-2002 [sms] TITLE :SMS: Can't Install Virtual and Mouse Remote Control Is Stuck PRODUCT :Microsoft Systems Management Server PROD/VER::2.0,2.0 SP1,2.0 SP2,2.0 SP3,2.0 SP4 OPER/SYS: KEYWORDS:kbenv kbtool kbsms200 ====================================================================== ------------------------------------------------------------------------------- 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 ======== When you try to remotely control a Systems Management Server (SMS) client, you may be unable to successfully use the mouse in the session, or you may be unable to remotely control the computer at all. The client %windir%\MS\SMS\Logs\Remctrl.log file may contain the following entry: ... ********** RCSvcs - Starting Remote Control Services Manager ********** > RCSvcs: Commanded to Install NT5 Device Drivers. Loaded SetupAPI.DLL and all function pointers to NT 5.0 DDK Setup API. RCSvcs - Installation of NT 5.0 device drivers starting. RCSvcs - Could not create new Device Info Structure. Not installing Mouse device driver. Creating and Starting Win32 Remote Control Agent Service. ... NOTE: In some cases, the Remote Control component may display an Installed or Repair Pending status. The key indicator to determine if you have this problem is to review the Remctrl.log file. CAUSE ===== This issue can be caused by either of the following conditions: - The "Load and Unload Device Drivers" user right has not been granted to the SMSCliToknAcct (for member servers or workstations) or the SMS&_ account on domain controllers. - Some of the rights and permissions were not migrated to a Microsoft Windows 2000 Group Policy during the upgrade process. WORKAROUND ========== To work around this issue, use the appropriate method. Add User Rights --------------- - If the affected client is on a Microsoft Windows NT-based computer, ensure that SMSCliToknAcct has the "Load and Unload Device Drivers" right in User Manager. - If the affected client is on a Windows 2000-based computer, review Group Policy settings, and ensure that SMSCliToknAcct is defined as a user that has the right to "Load and Unload Device Drivers". Alternatively, you could set the Group Policies back to the default setting of "Not defined" for the "Load and Unload Device Drivers" user right which would also allow SMSCliToknAcct to install the SMS virtual mouse. NOTE: If you are attempting to install the SMS client on domain controllers, substitute SMSCliToknAcct with SMS&_ in the previous steps. Also, note that both the SMSCliToknAcct and SMS&_ accounts are members of the SMSInternalCliGrp. As such, the option of granting rights to the SMSInternalCliGrp instead of individual accounts is available. Permissions Not Migrated ------------------------ For additional information about how to resolve this issue, click the article number below to view the article in the Microsoft Knowledge Base: Q296812 Error Message Appears When You Try to Add Drivers After Upgrade Additional query words: prodsms ====================================================================== Keywords : kbenv kbtool kbsms200 Technology : kbSMSSearch kbSMS200 kbSMS200SP1 kbSMS200SP2 kbSMS200SP3 kbSMS200SP4 Version : :2.0,2.0 SP1,2.0 SP2,2.0 SP3,2.0 SP4 Issue type : kbprb ============================================================================= 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.