Cannot Start Remote Control via DSM Explorer

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


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.


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