When accessing the CA Client Automation DSM Explorer screen the option "Take Control" popup menu and the Remote Control menu item is missing.

Document ID : KB000011076
Last Modified Date : 27/07/2018
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Introduction:

This document explains how to correct this problem of the missing menu options

for CA Client Automation Remote Control agents 

Remote Control menu items missing on computers in DSM Explorer. 

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Question:

When accessing the CA Client Automation DSM Explorer screen the option

"Take Control" popup menu and the Remote Control menu item is missing. *

*NOTE: This will also be the case if Remote Control is not installed on an endpoint, which is expected behavior and not covered here.

Environment:
CA Client Automation - All Versions
Answer:

This issue is caused by a missing registry key and must be manually corrected 

 

IMPORTANT: This article contains information about modifying the registry.

Before you modify the registry, make sure to create a back up of the registry and ensure that you understand how to restore the registry if a problem may occur.
For more information about how to back up, restore, and edit the registry, please review the relevant Microsoft Knowledge Base articles on support.microsoft.com.

This problem occurs because the registry key HKEY_LOCAL_MACHINE\SOFTWARE\ComputerAssociates\EGC3.0N\Plugins\ITRMRC_DSMVIEW is missing (HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\ComputerAssociates\EGC3.0N\Plugins\ITRMRC_DSMVIEW on 64 bit machines).

The solution is to export this registry key from a working machine and import it on the problem machine.**

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**NOTE: For reference, the key contains a String value called 'PluginDLL' that contains the full path to GUI_RCAVCVIEW.DLL, typically  in ..\CA\DSM\bin\