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Remote Control (Classic) Troubleshooting

  • SYMPTOM
    Unable to remote control or FTP machines, even though they appear to be checking in OK

    If using VNC or K-VNC, the following errors are seen in the agent log: -

    ERROR: getRegistryValue() failed to query registry value
    HKEY LOCAL MACHINE\System\CurrentControlSet\Services\WinVNC4.

    ERROR: getRegistryValue() failed to query registry value
    HKEY LOCAL MACHINE\SOFTWARE\RealVNC\WinVNC4\Password.

    ERROR: getRegistryValue() failed to query registry value
    HKEY LOCAL MACHINE\SOFTWARE\RealVNC\WinVNC4\LocalHost.

    ERROR: getRegistryValue() failed to query registry value
    HKEY LOCAL MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Uninstall\R
    ealVNC is1\Version412k1

 

  • CAUSE

    Various: -

    - the VNC or K-VNC components have not installed correctly on the remote machine

    - remote machine is not checking in on the primary Kserver address

    - anti-virus or security software is preventing the Remote Control component from loading, or from accessing the network

 

  • RESOLUTION
    1) verify if the problem is specific to the RC type you are trying to use, e.g. if you are trying to use VNC, test with terminal services

    2) check that the remote machine is checking in on the primary Kserver address as configured in Agent tab > Check-in Control (remote control does not work if the secondary Kserver address is being used) - to verify this

    3) if the remote machine is on the same LAN as the Kserver, check that the primary Kserver address is a local IP address - we have seen problems where agents connect to a local Kserver via the internet

    4) if the problem is specific to VNC or K-VNC, us the Remote Cntl tab > Uninstall RC function to remove any existing VNC component then try again - VNC / K-VNC will be reinstalled on the remote machine

    5) check there is no AV / Security software on the remote machines preventing the RC component from loading or accessing the network - to verify this, test with all AV / security software disabled (including Windows firewall)

    6) check if there is any other version of VNC installed on the machine - if so, it may be necessary to remove it to avoind conflict with Kaseya Remote Control

 

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