Cannot Start Remote Control via DSM Explorer

Document ID : KB000047106
Last Modified Date : 14/02/2018
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Issue: 

After upgrading from r12.9 to r14 it was no longer possible to remote control a host PC from DSM Explorer.

The Remote Control options were not visible

Cause: 

The r14 agent package was accidentally distributed to the upgraded DM in error after the Manager upgrade.

This caused the deletion of the following registry key

HKLM / SOFTWARE / ComputerAssociates / EGC3.0N / Plugins / ITRMRC_DSMVIEW

The loss of this key prevents the RC functions from being displayed in DSM Explorer.

Workaround:

Copy the registry key from an unaffected DM and import it into the registry of the problem DM.

Additional Information:

 

On 64 bit systems the registry key is

HKLM / SOFTWARE / Wow6432Node / ComputerAssociates / EGC3.0N / Plugins / ITRMRC_DSMVIEW