SMS: Remote Control May Not Work If a Similar Program Was Previously Installed on Another Partition (259919)


The information in this article applies to:

  • Microsoft Systems Management Server 2.0
  • Microsoft Systems Management Server 2.0 SP1
This article was previously published under Q259919

SYMPTOMS

If Novell ZEN Works, Intel LAN Desk, or the Systems Management Server (SMS) 1.2 client was previously installed on another partition, remote control in SMS 2.0 can result in unpredictable behavior. This behavior can include a loss of Gold Key functionality, an abruptly closed remote control session, or a general protection (GP) fault at the Administrator console.

CAUSE

A previous version of the Kbstuff.sys or Rchelp.sys file may exist in another folder or partition on the client.

WORKAROUND

Remove the previous version of the Kbstuff.sys or Rchelp.sys file before installing the SMS 2.0 client to prevent this issue. If the issue occurs, remove the drivers from the partition on which SMS is not installed, and reinstall the Remote Tools component.

STATUS

Microsoft has confirmed this to be a problem in Systems Management Server version 2.0.

MORE INFORMATION

The SMS 2.0 installation of remote control functionality depends on the installation of several low-level drivers. Two of these are the Kbstuff.sys or Rchelp.sys files. These files may also be installed by other management programs. If either the Kbstuff.sys or Rchelp.sys file is installed by another management program on a different partition, SMS 2.0 cannot detect the versions of these other drivers. This creates a driver conflict when SMS successfully installs the new versions of the drivers on a different partition. The Remctrl.log file in the SMS 2.0 client logs folder reports the installation as successful. However, the conflict between the drivers creates instability when the drivers are accessed through remote control.
Modification Type:MinorLast Reviewed:6/14/2005
Keywords:kbBug kbClient kbConfig kbHelpDesk kbnofix kbRemoteProg kbsmsUtil KB259919
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