Error opening RC Viewer on an Agent

Document ID : KB000124373
Last Modified Date : 10/01/2019
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Issue:
While opening Remote Control Viewer on an Agent, the following error is displayed:

User-added image

Which points out to the following DLL: ..CA\DSM\bin\gui_rcSAReplay.dll, but this file is already there.

Clicking OK, the following message may also appear:

Explorer GUI
"No se pueden encontrar/cargar complementos que utilizan el lenguaje ESN."

Which can be translated to something like: "The complement can't be found/loaded for language ESN".

 
Environment:
Client Automation 14, 14 SP1 and 14 SP2
Cause:
The error message means the Agent is configured to use Spanish langage, which is not supported for any administrative tool like DSM Explorer, according to Compatibility MAtrix:

https://support.ca.com/us/product-content/status/compatibility-matrix/ca-it-client-manager-compatibility-matrix.html
Resolution:
In order to solve this issue, the language of the Agent must be changed to English, or other supported by the Manager itself (English, French, German, Japanese). The way to change back the language is explained here:

https://docops.ca.com/ca-client-automation/14-0/en/implementing/post-installation-tasks/changing-the-product-language-after-installation