Remote Control Option

Last Updated: November 20, 2003

Before You Begin

LAN Administrators know that emergency phone calls in the middle of the night usually mean that a trip to the
office (or worse, to a remote site) will be imminent. Unicenter Remote Control is a favorite of corporate IS
managers and LAN Administrators because it allows them to take over and control their server, and thereby
control their network, remotely -- as if they were sitting at the machine.

Note: Unicenter Remote Control (URC) was formerly known as the Unicenter Remote Control Option (RCO). 
Although there have been many improvements to the product, many of the basics have not changed,
therefore, you may see "Unicenter Remote Control," "URC"  and "RCO" used interchangeably throughout this
document.   Variations for product versions are noted where applicable.

Using RCO, Administrators can:

Install software
View performance monitors

Reboot the system

Edit the registry remotely

Run applications

Completely control a remote machine as if it was on your desktop, saving critical time.

Common Uses
Windows Server Administration - With RCO Network Administrators can remotely install software, edit the
registry, reboot machines, view performance monitors, and troubleshoot other PC’s all without leaving their
desks.

Support - Remote Control Option allows a Help Desk Professional to take over one or more PCs to solve
configuration problems, change settings, install new software and train workers. Take over a user’s machine
and actually see the problem. Fix it while the customer is watching so they can fix it themselves the next
time.

Training- One or more PC users anywhere in the world can view a common host PC for the purpose of group
viewing and instruction. A single user can view and control multiple PC’s simultaneously. With Remote
Control Option's unique Baton Passing feature, teachers can pass control over to a student and then back
again, allowing the teacher to see if the students are paying attention or if they have a question.

Call Center Monitoring- Use Remote Control Option to monitor employees for quality purposes. With unique
'stealth monitoring' capabilities, RCO can run undetected on the Host or agent PC. Also, the Remote Control
Option/Replay function allows the supervisor to actually record the session and play it back at a later time
for training or quality assurance purposes.

Mobile Computing - Remotely connect to an individual computer or corporate LAN to utilize the software and
network services on the host PC or network. At home or on the road, use Remote Control Option to check
email, update files, run applications, and transfer files all as if you were at your desktop.

Terminology

The following terms are used throughout this section:

Host PC

A Windows PC that is being controlled is called the Host. The Host PC allows a Viewer to control the Host
keyboard and mouse, access applications, and use peripheral printing devices. However, the Host can disallow
certain privileges on a per-Viewer basis.

Viewer PC

A Windows PC that is controlling or monitoring the Host PC is called the Viewer. The Viewer is the local
machine during most instances.

Management Server

A Windows NT Intel or Windows 2000 PC that acts as the manager in Managed Remote Control environment.
The Management Server keeps the information about:

which computers have RCO installed and which RCO settings have been selected
users (imported from NT domain security) and their RCO privileges

Access control (who has access to what machine)

Managed Agent Workstation

A Windows PC that is running RCO Viewer or Host, running in Managed Remote Control Environment mode.
ControlIT/16 can only run in Stand Alone Remote Control Environment.

Consider the following diagram:

Remote PC

The RCO menu option Connect to Remote refers to any PC that is Listening for a Call. The term 'remote' is
used because, upon connection, the PC placing the call can be chosen as a Viewer or a Host.

What's New for Release 6.0

Improvements introduced in the 6.0 release provide increased levels of security, usability, reliability and
scalability.  Changes impacted the following areas:

Host - the Unicenter Remote Control 6.0 Host is a non-intrusive service component that dynamically
loads and unloads video drivers without the need for a reboot and offers increased remote control
performance as compared to earlier versions. In addition, the Host now supports the ability to adjust the
desktop color/resolution settings during the remote control session.
Viewer - Unicenter Remote Control 6.0 has a completely new modernized Viewer, which is integrated
within the Remote Control Explorer. The new design offers the ability to provide both the Viewer and
Management functionality within the same explorer interface to eliminate the need for multiple program
windows to provide all of the remote control functionality.

Chat - enhancements to the chat interface provide a modern instant messaging look and feel that
now allows multi-user chat sessions.

File Transfer - Unicenter Remote Control 6.0 has a completely new file transfer that supports
familiar and established drag and drop operations, synchronization and encryption.

Session Recording and Playback - Unicenter Remote Control users can dynamically start and stop
recording as needed during a remote control session. They can also use the enhanced Unicenter Remote
Control 6.0 "VCR like player" to view, rewind and fast forward recordings.

Performance, Color and Scaling  - the new architecture introduces enhanced features for
optimizing performance based on connection speeds, control over color reduction (True Color 32 bit - 4 bit
Grey Scale) with dithering, and new Viewer/Replayer window scrolling effects that allow scaling of images.

Encryption - encryption now uses DES3 as the algorithm for all authentication requests, data storage
and optionally for session data

Directory Service - the enhanced user authentication now provides support for NetWare Directory
Services.

Commonality between Desktop Products - Unicenter Remote Control 6.0 utilizes common
Unicenter� Desktop terminology, menu layouts and tree views and has a similar look and feel to other
desktop products.

Tutorial and Task Wizards - Unicenter Remote Control 6.0 includes tutorials and task wizards that
provide the user information on how to quickly and easily begin using the product. The task wizards and
tutorial provide detailed step-by-step instruction for completing key remote control operations. Wizards are
available in both the management and viewer consoles.

Management - this release introduces a new n-tier management hierarchy, which provides a much
more scalable infrastructure for the maintenance of remote control policies and access profiles. The n-tier
approach allows a management server to inherit policies and profiles from another management server
within the enterprise. Global policies and profiles can be defined and easily propagated to the entire
organization from a single superior management server.

Obsolete Computers - the Obsolete Computers feature provides a repository for managed
computers that have not connected to the management server for a configurable timeout period. Using the
Obsolete Computers folder, administrators can research why a computer is no longer connecting.

Install - Unicenter Remote Control 6.0 provides a new easy to use install that conforms to Microsoft
MSI technology. In addition, Software Delivery packages are provided to expedite manager and agent
deployment.

Licensing - this version provides CA Server-based licensing where the management server performs
license checks to ensure that the number of registered agents does not exceed the licensed count.

Integration - this version provides the ability to replicate Unicenter� Software Delivery and
Unicenter� Asset Management computers/groups not yet known to Unicenter Remote Control using drag
and drop, a Command Line Interface for using remote control within the Service Desk, and added support for
Unicenter� Network and Systems Management reporting.

Personalized Global Address Books - providing a logical grouping of managed machines, the
Global Address Book houses the address books created by the management server and is available in a
centrally managed environment. The Global Address Book is obtained from the management server and is
filtered to contain the hosts that the logged on user of the viewer machine is authorized to connect to.

CAPI Protocol - CAPI protocol support has been added to enable users to establish 64kbps
connections over ISDN devices.
 Logging and Reporting - Unicenter Remote Control introduces significantly improved logging for
both the centrally managed and locally managed mode. This capability will be particularly useful for large
deployments of Remote Control agents where the event messages may be more granularly controlled. The
number of pre-defined reports available for use within the CCS Report Explorer and NSM Reporter has been
increased.

Advantage Ingres Database - as an alternative to Microsoft's SQL database, Remote Control

provides Computer Associates' Ingres database for use with centrally managed mode.

SQL Named Instances - with Microsoft� SQL Server™ 2000, you have the option of installing
multiple copies, or instances of SQL Server on one computer. This version of Remote Control supports SQL
Server environments using named instances. During the installation process, Remote Control prompts you
for the SQL instance name, in addition to specifying the SQL server name

In addition, DCOM has been replaced with CAM, which eliminates complex configuration issues and enhances
scalability.  Check the Firewall Considerations section for information about port changes related to this
switch.

Migrating from an Earlier RCO Release

A Unicenter Remote Control 6.0 management server can co-exist on the same machine with a Remote Control
5.x management server. Further, a Unicenter Remote Control 6.0 host can co-exist on the same machine as a
Remote Control 5.x host as long as the Version 5.x
host is at the latest service pack level. The following
versions are compatible with Unicenter Remote Control 6.0:

Product Service Pack Genlevel Build

QO22179 0204 [Link]

URC 5.2 Q030474 0204 [Link]
Q035271 0204 [Link]

QO31783 0011 [Link]

RCO 5.1
QO36399 0011 [Link]

QO32627 0011 [Link]

RCO 5.1 DEU
QO37097 0011 [Link]

RCO 5.0 QO33371 0002 [Link]

ControlIT 5.1 EE QO38800 0102 [Link]

ControlIT 5.0 EE QO38831 9910 [Link]

ControlIT 5.0 AE Q032849 9909 [Link]

Note: Future service packs for the versions listed in this table will also be compatible.

All other versions of Remote Control 5.x are incompatible with Unicenter Remote Control 6.0. Furthermore,
coexistence with previous versions of Remote Control is not supported on Windows 9x/Me platforms. When
installing the host, the Microsoft Installer (MSI) checks whether an incompatible version of Remote Control
5.x is installed on the machine. If there is one, you must remove this 5.x version from the machine. To assist
in this, version
6.0 provides a Unicenter� Software Delivery "uninstaller" package on the
installation CD that is capable of removing old versions of Remote Control 5.x. If the uninstaller
detects a potential issue removing the 5.x version, an error message is sent back to the Software
Delivery administrator.

Click here for more tips on migrating to release 6.0

Pre-installation Considerations

We recommend the following before installing Remote Control Option on your computer:

Remove any other remote control software applications on your computer (e.g., Reachout,
pcAnywhere, etc.)
If you are using RCO Dial, be sure the modem is installed and functioning properly. Check to make
sure the modem is plugged into the telephone jack. When using an external modem, be sure the modem’s
power supply is on.

If you are using RCO TCP/IP, IPX or NetBIOS, be sure the desired protocol is installed and
functioning properly. You need to know which protocol your network is using to configure RCO properly.

In addition you will need to consider:

sizing and scaling

firewalls and port usage

communications

security

system requirements

Sizing and Scaling Recommendations

As with most other desktop management solutions, the key to scaling your RCO deployment is not so much
how many clients that can be supported by the software - rather, the key is how many clients can be
reasonably administered by the user who is performing the actual management functions.  In other words,
although you may be able to push 6000 managed hosts onto one management server, it might be better to
split the hosts across two or more managers, basing your decision on a balance between server
load/performance and minimum number of administrative points. 

Under release 6.0, you can have n-tier architectures - for example, one higher level manager can be used to
centralize the configuration policies and other high level decisions for two or more lower level managers.  This
does not, however, change the number of clients that a single manager can or should handle. 

One suggested maximum load is 300 viewers and 3000 servers/clients per manager.   The specifics of your
particular network topology and bandwidth constrictions will carry the most weight in determining the scale
and placement of your RCO deployment.   Keep in mind that log forwarding is enabled on all managed
computers - this may put more load on the manager than anything else and usually should be avoided when
the number of clients exceeds 1000. 

Firewall and Communication Ports Considerations

Under release 6.0, Remote Control requires use of the following communications ports for a centrally
managed environment:

798 (TCP) for Viewer and Host Remote Control (used for both inbound and outbound)
797 (TCP) for encryption negotiation

4104 (UDP) for CAM (default protocol used between machines)

4105 (TCP) for CAM (default protocol within machine and optional intra-machine)

In a locally managed environment, you can get away with having only port 798 - but this can be configured as
well. 

Note: Earlier releases used port 799 in place of 798. 

In addition, if you will be using the Deployment Wizard, you should note that UDP ports 5726 and 5727 are
the default ports used by DMSweep/DMPrimer.  The port number can be configured using the REG_SZ type
registry value:

HKEY_LOCAL_MACHINE\SOFTWARE\ComputerAssociates\Desktop Common
Services\DMPrimer\PrimerPort

If you are deploying RCO in a firewall environment, you will only need to place RCO Management Servers
outside the firewall if you wish to assign access to users who exist outside the firewall.  With the n-tier
enhancement introduced in release 6.0, you can elect to place a subordinate level manager outside the
firewall, along with the clients it will be managing.  That subordinate level manager can then report back up to
a higher level manager within the firewall.

Considerations for Multiple NIC Cards

Note: The following tips apply to IP address binding on systems with multiple Network Interface Cards (NICs)
and are relevant to RCO releases 5.1 and 5.2.   This information can also be found in Technical Document
number 40094 on the CA Technical Support website.  Application of SP 3 for URC 5.2 or Cumulative Fix 4 for
RCO 5.1 is a prerequisite for this solution.

On systems running multiple Network Interface Cards (NIC) or NICs with multiple IP addresses, the OS based
automated address selection may provide Remote Control with an IP address that will not allow for the
establishment of a connection between an RC viewer and an RC host. The problem will become apparent
during initialization of a connection if the RC viewer or the RC host is configured to more than one IP address.

If the RC viewer system has more than one IP address it may get the message "Connection timed out". If the
RC host system has more than one IP address the RC viewer may continually get the error message "Remote
Host not listening for a call", although the host is in fact listening for a call.

Remote Control Management Console shows the wrong IP address for the affected RC agent and hence the
Send Command and Remote Control functions are unable to work. To successfully establish an RC session you
can add one of two RC configuration settings depending on the manner in which the system's IP addresses are
configured - through DHCP or through static IP addresses. Each setting will allow Remote Control to select the
appropriate NIC or IP address.

IP Addresses are Configured to Use DHCP

If DHCP is enabled on the RC system, then first of all you need to determine the network interface number by
the sequence of the NICs displayed in the following Control Panel dialog.  To do this, you need to first open
the Control Panel (select Start -> Settings -> Control Panel).  The next step will depend on your operating
system:

On Windows2000/XP,  go to  Network [and Dial-up] Connections -> Advanced menu -> Advanced Settings...
-> Adapters and Bindings tab -> Connections box.

On Windows NT go to the Network -> Bindings tab -> Choose all protocols -> Expand TCP/IP protocol
(Note: Displaying the correct sequence requires Service Pack 4 or later for NT 4.0.)

In most cases each NIC has only one IP address assigned. In this case you need to determine the interface
number of the displayed NICs. The network card at the top can be referred to as interface number 1; NIC at
position 2 has interface number 2 and so on. The crucial information you need to extract for the RC
configuration setting is the interface number of IP address you want RC to bind with. To see the assignment of
the IP addresses to the NICs you can use the command ipconfig /all.

Example (Win2000 system having two NICs):

In this case, the network interface 2 refers to the 2nd IP address [Link], which is assigned to the
2nd adapter.
You next need to enter this interface number in the RC registry section as DWORD value as follows:

HKML\SOFTWARE\ComputerAssociates\RemoteControlOption\Winsock\BindToInterface = <interface number>

.

If you have NICs with several IP addresses, you need to determine the sequential number of the IP address
RC should bind to:

The first IP address from the first NIC shown in the Control Panel dialog is sequential number 1.
The first IP addresses of the other NICs get sequential number 2, 3, ... in the sequence they appear
in the Control Panel dialog.

Then the remaining IP addresses determined by the sequence of IP addresses per NIC and by the
sequence of the NICs

The sequential number of the IP address has to be entered as follows:

HKML\SOFTWARE\ComputerAssociates\RemoteControlOption\Winsock\BindToInterface = <sequential number

of the IP address> .

For example:

If you have a NIC1 with the following IP addresses: 

IP1, IP2 and IP3

and a NIC2 with the following IP addresses:

IP4, IP5 and IP6

and the sequence of the IP addresses is:

IP1, IP4, IP2, IP3, IP5, IP6

Which corresponds to the first address from each NIC (IP1, IP4) and then the remainder from each NIC (IP2,
IP3, IP5, IP6).

In this example the sequential number 4 would refer to the third IP address of the first NIC and would be
selected by the following registry setting:

HKML\SOFTWARE\ComputerAssociates\RemoteControlOption\Winsock\BindToInterface = 4 .

Static IP addresses

In cases where you are using static IP addresses please add the following STRING type registry value:

HKLM\SOFTWARE\ComputerAssociates\RemoteControlOption\Winsock\BindAddress = <IP address> ,

where <IP address> is the IP address Unicenter Remote Control should use.

Both settings, BindToInterface and BindAddress, will take effect after stopping and restarting Remote Control.
If you are running a managed RCO enterprise then the RCManClient service on the affected system needs also
to be restarted (by using Control Panel -> Administrative Tools -> Services). Alternatively you may simply
reboot the system.

Note: The IP address of computers where new IP addresses have been assigned and where the RCManClient
service has been restarted will automatically be updated in the Remote Control Management Console. No
additional action needs to be taken within the Management Console.  In cases where both settings had been
added to the registry, the BindToInterface setting has higher priority than the BindAddress setting. The IP
address actually determined and used by means of the BindToInterface or BindAddress value is displayed
under Help -> About Unicenter Remote Control.

Security Considerations

Note: The following security discussion was developed for release 5.0 - additional FAQs pertaining to later
releases follows.  Beginning with release 6.0, the centrally managed security model now offers support for
local Windows NT users and group, Microsoft Active Directory and Novell Directory Services. Support for these
additional security models allows improved flexibility for deploying managed Remote Control in your
organization.

Beginning in release 5.0, authentication in a managed Remote Control environment is done by the RCO
Management Server while in a non-managed environment there are three different security mode options:

Proprietary Security - For Windows 95 users or for NT users who feel comfortable with RCO
Proprietary Security, previously called the Access Codes Editor, and who want to continue using Access Lists
to assign security rights.

NT Local Security - For users who want to assign access rights to NT users from within RCO.

NT Group/Domain Security   - For domain administrators who want to assign rights to individual,
group, and domain users.

Proprietary Security

You can protect your computer from unauthorized users or intruders with the Remote Control Option’s built-in
security system.

To start RCO Proprietary Security, follow these steps:

1. Select Edit Access Codes from the File menu.

2. Enter your Login Password if you are using the security option "Master Password required to change
access codes."

3. Click OK.
RCO provides five levels, or stages, of Security. Each stage presents obstacles that users must successfully
navigate in order to access the host system.

Level 1 Authentication - Only individuals with access rights gain access to your PC

Level 2 Security Options -After gaining access, users can only perform actions for which you
have assigned them privileges (Remote Control, Chat, Receive Files, Send Files)

Level 3 Administration - Only certain users, or administrators, can change security

permissions

Level 4 Host - Features such as Local Confirmation and Enable Callback prohibit the
connection from unwanted users.

Level 5 Connection - Upon connection RCO has the ability to blank the host screen, disable
keyboard and mouse, as well as automatically reboot or logoff your current system.

Note: The [Link] file found in the tngrco directory will save the entries from the
Access List. This file can be copied to other PCs in order to standardize the Access List.

NT Local Security

RCO NT Local User Security offers all the security features of RCO Proprietary Security, but works on the NT
Security model. Security settings are assigned to individual NT users on the local machine and are stored in
the registry. Domain users are not allowed.

RCO NT Local User Security allows the administrator to assign all the same security options as the Proprietary
security with the ability to authenticate through NT.

All NT users on the local machine are displayed in the User List in the RCO NT Local User Security dialog box
and can be assigned RCO security rights, but these rights are not automatically assigned. The Administrator
must assign rights for each individual user.

To start RCO NT Local User Security, follow these steps:

1. Select Edit Access Codes from the File menu.

The User Name and Password dialog box is displayed.

2. Enter your NT User Name, Password, and Local Machine.

3. Click OK.

The RCO NT Local User Security dialog box offers the same security features as the RCO Proprietary Security
dialog box. Additionally, RCO NT Local User Security offers the Domain drop down list box, which displays the
local machine name.

The RCO NT Local User Security dialog box lets you view Users settings, such as User Full Name, Login Name,
Notes, Security Options, and Callback Address when applicable.

Use this dialog box to set security options for users, to enable callback, to set the callback address, and to
turn on the local confirmation required option.

NT Group/Domain Security

RCO NT Group/Domain User Security offers a wider range of control than NT Local User Security. It allows
administrators to manage access control for all RCO users. Any NT user on the local machine and on an NT
domain can be assigned RCO rights. Initially, however, these users have no security options. The
administrator must assign rights to each user.

To start RCO NT Group/Domain User Security, follow these steps:

1. Select Edit Access Codes from the File menu.

User Name and Password dialog box is displayed

2. Enter your NT User Name, Password, and Domain.

3. Click OK.

The RCO NT Group/Domain User Security dialog box is displayed.

In addition to the security features shared by all three security modes, RCO NT Group/Domain User Security
lets the administrator view individual NT users, groups, and domain users. Use the Domain drop down list box
to view users in the displayed domain.

You can also enable or disable NT domain user access to the host using this dialog box. To enable a NT
domain user, not only does the Allow Domain User checkbox in the Security Options dialog box need to be
checked ON, but the Enabled RCO domain user checkbox must also be selected.

Note: You can change RCO security options for users in RCO NT Group/Domain User Security dialog box or in
NT’s User Manager for Domains. Changes made in either are reflected in the other.

Security Based FAQs

The following security related FAQs were posted to the CA Technical Support website but are included here for
your reference. 

For Version 6.0

OS: WIN95, WIN98, WIN/NT, WIN2000, WINXP, WIN2003

When installing URC 6.0 Locally Managed, what is the default security being used?

By default, NT Local Security is used on the on WIN/NT, WIN2000, WINXP, and WIN2003. However, on
Win9x, it will use Unicenter Remote Control's Proprietary security. In a Locally Managed install, the security
can be changed by Right clicking URC's system tray icon, choosing Properties, then going to the Users Tab.

Can I restrict the users that can administer a management server?

You can restrict the users that can administer a management server. Select your management server in the
console tree and select properties. The permission page of this property sheet allows you to specify the users
with management permissions.

I receive the following error message. "Your username and password were valid but you were not
recognized by the URC Management server as a registered user of this host"

This occurs when the user does not have rights to remote control the Host machine. In order to grant remote
control rights for a user or group, you will need to properly set up the Address Books. For example, by default
your centrally managed agents should appear in the New Computers" folder under Address Books. You can
add users here by right clicking on "New Computers" and then choosing "Add User." You can also create new
Address Books to limit who has rights to specific machines. For more information regarding Address Books,
please reference the Deployment Guide located on our support site or under the DOC section of the URC 6.0
CD.

OS: WIN/NT, WIN2000, WIN2003, WINXP

I have inadvertently changed the policy of my management server to use the NDS security
provider and now I can't connect to my server to restore NT security provider. What should I do?
If you have inadvertently swapped providers, then it most likely that the NDS provider will fail to load unless
your server has the requisite Novell client software installed. When this occurs, the management server will
automatically fall back to using the NT security provider.

When you attempt to connect the management console to the management server, the server will tell the
console to use NDS security as this is still the current policy. Any NDS credentials, valid or invalid, passed to
the server should fail so the console will prompt for a user name and password. You should enter valid NT
credentials in this dialog to authenticate your connection. The most likely valid user with appropriate
permissions will be Administrator, so enter the name in URI format, like so:

WinNT://SERVER/Administrator

and enter the correct password. This should restore a management connection. You can now restore the
manager policy setting for the Current Security Provider to be the WinNT provider.

OS: ALL

I have a centrally managed server configured for a NDS security provider and users are added to
one of my address books. When I attempt to make a connection to a host in the address book I get
an error message back that the userID/password is invalid?

When using NDS for your security provider and making a connection to a host machine, you need to make
sure to use a fully qualified context and not just the userID and password.

Note: For more information on setting up NDS as your security provider, click on Help on the menu bar
within the console, then go to: Contents and Index->Remote Control-Management ->Unicenter Remote
Control Management Help -> Management Servers -> Working with Management Servers and select the
document title: "Switching to an Alternative Provider". You can also reference the Deployment Guide located
on the URC 6.0 CD.

How do I know which permissions are valid for a user added to two address book groups and both
groups have different permissions assigned to the same host?

You can check the Effective Permissions of a user for a specific host machine. In the RC Explorer, select the
host machine in its address book folder. Right click on the host, choose "Effective Permissions..." and specify
the user. Click on "Get Permissions" to display the effective permissions.

The effective permissions are built as combination of all access rights that are defined for a user to a host.

For Versions 5.0, 5.1, 5.2

OS: WIN2000, WINXP

I have URC installed in managed environment with fail-safe mode enabled for proprietary security.
If my managed agent machines go into fail-safe mode, can I configure them to use another User
ID other then the default account?
Yes, this can be accomplished during installation after installation of the Agents. Please refer to tech doc 40096

for more information.

System requirements

Unicenter Remote Control 6.0 supports the following operating systems:

Remote Control Management Server (Minimum Requirement)

Windows NT 4.0 Server Service Pack 6a

Windows 2000 Server Service Pack 3

Windows 2000 Advanced Server Service Pack 3

Windows Server 2003

Remote Control Client Components (Minimum Requirement)

Windows NT 4.0 Service Pack 6a

Windows 2000 Service Pack 3

Windows XP

Windows 95 OSR2 English

Windows 98

Windows Millennium Edition (Windows Me)

Windows Server 2003

Note: Beginning with version 5.2 SP 3, Windows 2003 Server is supported.   However, if you are getting
"host mode not enabled" with this version of RCO 5.2 on Windows 2003, make sure that the Hardware
Acceleration for Windows 2003 is set to "Full."  By default, it is turned off and host mode will not be able to be
enabled.  Set it to full and reboot the machine.

In addition, the following are required:

For Remote Control Management Server:

�         Minimum hardware requirements required of the operating system.

�         Microsoft SQL Server 7.0 SP2 or later, OR Advantage™ Ingres� Enterprise Relational Database
(Advantage Ingres) 2.6 Single Byte.

�         20 MB of disk space for the Remote Control application and at least 240 MB of disk space for the
Remote Control database.
 �         Microsoft Internet Explorer 5.5 or later

�         Microsoft Data Access Components (MDAC) 2.1

For Remote Control Client Components:

�         Minimum hardware requirements required of the operating system.

�         20 MB of disk space for the Remote Control application.

�         Internet Explorer 5.5 or later

In addition you will need administrative privileges to install any Unicenter Remote Control component.

Although the video drivers supplied with Unicenter Remote Control 6.0 have not been digitally signed, they
will be installed without warning on systems where the silent installation of unsigned drivers is blocked.

Database Considerations

When using Microsoft SQL Server as the management server's database, it

must use mixed authentication (that is, Windows + Microsoft SQL Server
authentication). The reason for this is that a database using integrated
security (that is, Windows only authentication) is not capable of remote
connections.

If you will be using Advantage Ingres, Remote Control requires certain Advantage Ingres settings to be set
before the installation of Remote Control. To set up the Advantage Ingres database for Remote Control,
double-click the Ingres 2.6 Configuration custom installation item. To do this, run [Link] and then select
Install Products. Next, select Install Custom Configuration, and then select Custom Installation. Before
running Ingres 2.6 Configuration, Advantage Ingres must already be installed. After running Ingres 2.6
Configuration, Advantage Ingres must be restarted. Double-clicking Ingres 2.6 Configuration causes the batch
file, [Link], which is located at the root of the CD (Disk 1), to be run.

Note: For more information about installing Remote Control with Advantage Ingres

If you will be using MS-SQL, when installing a management server to connect to a remote Microsoft SQL
Server database, you must have Microsoft SQL Server Client installed on the local management server
machine.

Support for Microsoft Jet is no longer provided for URC release 6.0 and forward.   In addition, support for the
NetBIOS/NetBEUI protocol has been dropped.

Installation Tips
The followings tips apply to installation customizations.
Custom Installation Options

Installing the URC 6.0 Manager can be easily done through the Express Manager Install option and this will
bring all the necessary components (e.g., Management Server, Console, Agent, Viewer) to your system by
default.  If, however, you want to adjust your installation to a specific environment or to perform specific
tasks, you should use the Custom Installation Option.  This option allows you to decide which components
should be installed, and allows you the option to install the URC Monitoring Agent, Report Generator and a
facility that can send events to the Unicenter Event Manager.  It also provides you with the option of adjusting
configuration options for the MS-SQL database access (e.g., local, remote, etc.).  Tips on performing a custom
manager install can be found in Technical Document TEC291842 on the CA Technical Support website.  

Information on installing a remote management console can be found in Technical Document TEC290321 

Omitting the Uninstall Option from the Start Menu

To omit the uninstall option from the Start Menu (without omitting the other product related icons), you will
need to edit the [targets] section of the [Link] file as follows:

Under URC 5.2 remove the following line:

[Link]=0|-1|0|Uninstall Remote Control|/U|

For RCO 5.0 and 5.1 remove the following line:

[Link]=0|-1|0|Uninstall Remote Control Option|/U|

For ControlIT, remove the following line:

[Link]=0|-1|0|Remove ControlIT|/U|

Note: In order to uninstall the product without this menu option you will need to use the [Link] /u
parameter.   Click Start -> Run. Then, browse to the location of the TNGRCO or ControlIT directory, find the
[Link] file, choose Open and add "/u" to the end of the path (see sample below). 

Omitting the Remote Control Program Group from the Start Menu

Under release 5.0, 5.1 and 5.2, in order to install the product without having the Remote Control program
group added to the Start menu you will need to edit the [Link] file from the installation source - regardless
of whether you are installing from the GUI or silently.  This may require you to copy the installation source to
a local drive.  

The [Link] file is located in the Intel directory on the installation source.   To edit it, do the following:

1. Open the [Link] file

2. Go to the [General]section

3. Change the value of AddIcons from 1 to 0

Note: If Remote Control is configured to start automatically, then it will launch the application when the
machine is booted.  If you have not configured it to start automatically and do not have the icons on the start
menu to launch the product, you will need to do the following:

1. Browse to the directory under which the product has been installed
2. Locate and double-click the activation executable. 

1. For Win9x systems, that file is [Link]

2. For Windows NT, Windows 2000 and Windows XP, that file is [Link]

Tips for Using Remote Control

The following tips provide insights on using Remote Control once it has been deployed.   This includes:

Using the Chat function

Using the File Transfer function

Using Address Books

Recording Sessions

Initiating Connections

Multi-Host and Multi-Viewer Capabilities

Although much of this material was created for earlier RCO releases, updates for version 6.0 are included
where applicable.

Using Files Transfer

Beginning with release 6.0, drag and drop functionality for file transfers has been improved.  Drag and drop
can be performed between local and remote computers within the RCO Explorer as well as through the
Windows Explorer.  User permissions and host policy control the ability to send and receive files once a viewer
session has been established.

File Transfer checkpoint restart, pause and progress have been removed, as well as support for File Transfer
only sessions.  Under release 6.0, file transfer functionality is supported only within an already established
session. 

What is File Transfer and how can I set it up?

Experience the fastest and most efficient file transfer between two systems in either direction. Send a single
file or an entire directory over to the other system. Perform file transfers in the background while running
other applications.

To establish a file transfer session between two systems:

1. You can start File Transfer immediately upon connection by selecting the File Transfer icon in the
Connect to Remote dialog box.
2. If you are already running Remote Control or Chat, you can start File Transfer from the File Transfer
icon located on the Connection Toolbar. Shown above is the File Transfer dialog box

To transfer files from one machine to the other, follow these steps:

1. Start a remote connection.

2. Choose File Transfer from the Viewer menu. The File Transfer window is displayed.

3. Select the folder(s)/file(s) you want to copy from the right pane.

4. Select Cut or Copy from the Edit menu. Use the Cut function when you want to move the item(s)
 from one machine to another. Use the Copy function when you want to copy the file from one
machine to another.

5. Open Microsoft Windows Explorer on the Viewer desktop.

6. Position the two Explorer windows so that you can view both the local source directory and the
remote destination directory.

7. Paste into the desired location by choosing Paste from the Edit menu.

Using the Chat Function

Under release 6.0, the chat interface provides an enhanced instant messaging look and feel that allows multi-
user host-based chat sessions.  User permissions and host policy control the ability to chat once a viewer
session has been established.   Further, chat now displays a "speech bubble" in the foreground rather than an
audible notification when chat has initiated.

Note that, under release 6.0, chat only sessions are no longer supported - chat functionality is provided only
within an already established session. 

What is the Chat Function and How can I use it?

The Chat function enables you to have a two-way communication session. What you type in one window
appears on the remote screen! You can cut & paste with the Windows clipboard between two remote PC's and
also Chat while running other applications or viewing the host's screen - making Chat an excellent training
and trouble shooting tool. If you need to communicate fast and don't have time for the phone, or would like to
see another computer at the same time you walk and talk the user through an application, use Chat.

To establish a Chat session with another host:

1. Establish connection with a Host. You can start Chat immediately upon connecting, by clicking the
Chat icon in the Connect to Remote dialog box.
2. If you are already running Remote Control or File Transfer, you can start Chat by selecting the Chat
 icon from the Connection Toolbar.

3. This simultaneously displays pop-up Chat windows on the Host and Viewer. These windows are
independent of each other and can be re-sized and moved around to suit your needs.

Preventing Host User from Initiating a Chat Session

To prevent a host user from initiating a chat session you will need to do the following through the Admin
Console:

1. Create a new Computer Settings Group or Modify an existing Computer SettingsGroup with "Chat"
enabled.  The "chat" setting can be found in the Access Privileges folder.  If this is s new Computer
Settings Group, assign it to a Computer Group.
2. Limit the user rights by creating a User Privilege group that has "chat" disabled.

3. Assign those users who you do not want to initiate a chat session to this User Privilege group.

4. Verify that those users are also listed in the Access Control List in the above Computer Group.

This will allow users listed in the group to accept an initiated chat from a Viewer machine or from a user with
Chat privilege but will not allow them to initiate a chat session.

Note: This applies only to managed mode and to releases 5.0, 5.1 and 5.2

Connecting to Other PCs

There are six connection types that can be made:

View:- which allows the viewer to see the host computer without the ability to control it.
Stealth View - which allows the viewer to see the host computer without interfering with its display
and performance and without the host acknowledging the connection. This is called passive monitoring. The
host screen does not change when a connection is made. If the host icon is visible, it does not flicker.

Shared Control - which allows both the viewer and host to have control.

Classroom - which allows multiple viewers to a single host with the ability of the host to pass or
restrict control to anyone of the student viewers.

Exclusive Control - which disables the host's mouse and keyboard. Only the viewer can control the
host's machine.

Secure Control - which disables the keyboard and mouse, as well as blanking the screen of the
host's machine.

To connect to other PCs in the network:

1. Select the Protocol you will be using to connect the two PCs (This must be the same on both the Host
and Viewer)
2. Change the Host's setting to "Waiting for a call" (Click the monitor icon on the main tool bar)
 3. Connect to Remote starting Viewer, Chat File Transfer and Host on connect.

Note: Note that NetBEUI and TAPI are no longer supported under release 6.0

As a Viewer, you can start Remote Control immediately upon connecting by selecting the Viewer icon in the
Connect to Remote dialog box. If you are already running Chat or File Transfer, you can start Remote Control
by clicking the Viewer icon on the Connection Toolbar.

The host can initiate the control as well by selecting the Host icon in the Connect to Remote dialog box. If the
Host PC is already connected using File Transfer, or Chat mode, start Remote Control by clicking on the Host
icon on the Connection Toolbar.

Using Special Key Combinations

You can send special key combinations to a connected host by right-clicking on the active session and
selecting Send Special Keys.  You can also use the ctrl, alt and win keys on the right side of the keyboard to
enter special sequences.  The left hand keys act on the local computer.  In full screen mode, all special keys
are sent to the host - with the exception of ctrl+alt+Del which always acts on the local computer and is never
redirected to the remote computer.

Changing Text on Host Screen when Using Secure Control Connection

To change the text on the host screen during a Security Control Connection, do the following:

1. Locate the [Link] file in the Remote Control directory on the Host Machine.   This file
contains the text used in the screens
2. Since this file will be modified, best practice is to first make a copy that can be reverted to if
necessary.

3. Remove the "Read Only" attribute from the version you are editing.

4. Open an editor and locate the IDS_BHS_TITLE/INFO entries:

5. Edit the text within the delimiters

6. Save the file and replace the original - taking care to keep a copy of the original

7. Restart the machine to load the modified ENU file into memory.

Using Multi-Host and Multi-Viewer Capabilities

Multi-Host

The Remote Control Option offers an exciting feature that allows a single PC to control more than one Host at
the same time. This is referred to as Multi-Host capability. This feature is ideal for Help Desks, Systems
Support and Call Centers. To start a second or third connection perform the following steps:

1. The default setting for the first connection is to start in full screen mode. This is denoted by a blinking
square in the upper left-hand corner. The Host will also take up the entire screen on the Viewer.
2. Move the mouse up into the region with the blinking square and press the right mouse button. This
 will switch you back to your local PC's Remote Control Option program, and the Host you are
controlling appears in a window.

3. Start your next connection the same way you did the first. Select Connect to Remote, change to the
appropriate connection type (Dial, IPX or TCP/IP), enter the connection information, select option to
start on connect (Viewer, Chat, File Transfer).

When running with multiple connections, you must use your local PC's Remote Control Option program screen
to switch control between your connections by using the pull down connection window. Also, the pushpin
located at the far right on the connection toolbar is used to keep a connection visible when changing to a
between connections. By cascading or tiling the multiple windows you can view two or more remote PCs
simultaneously.

Note: To permanently enable the "Push-Pin" add the following entry to the registry:

HKEY_LOCAL_MACHINE/Software/ComputerAssociates/RemoteControlOption/G
uest/PushPin=1

Multi-Viewer

In addition to the multi-host capability, Remote Control offers another exciting feature that allows a single PC
to be controlled/viewed by more than one Viewer at the same time. This is referred to as Multi-Viewer
capability. This feature is ideal for classroom training and interactive demonstrations. To use this feature
perform the following:

1. On the Host PC, select Change User Preferences. Under the Host tab, disable the option for "Hide
RCO" and place the Host in 'Listening for a Call' mode.
2. On all Viewers to be used, select Change User Preferences. Under the Viewer tab, disable the
option for "Hide Host's Remote Control Option Window".

3. Connect two or more Viewers to the Host PC.

4. Once the second Viewer is connected, the 'Baton Passing' feature is enabled and all additional
connections are placed in monitor only mode.

The teacher or chairperson has the ability to pass the keyboard and mouse control. To do this, the first user
connected (e.g., the teacher or chairperson) or a user locally sitting at the host must initiate the
"Enable/Disable Student Keyboard" option.   This option is accessed by right clicking on the Unicenter Remote
Control Icon on the host and selecting Enable/Disable Student Keyboard.  In previous versions of RCO, this
was referred to as "Baton Passing."
Once this option is selected, is is possible to not only select a specific user that has control but, also, to select
all users or to de-select all users.

Special conditions when running Multi-Viewer

All Viewers participating in a Multi-Viewer connection should run the same number of colors, or the first
Viewer PC to connect should have the least number of colors.

If the first Viewer disconnects, additional Viewer connections will be refused.

If the Host disables "Listen for a Call" mode and then re-enables, no additional connections will be allowed.

Recording Sessions
 

Beginning with release 6.0, the viewer can dynamically start and stop recording.   In addition, RCO's
proprietary format uses a new compression method to reduce the file storage space required.  The recorded
sessions use the enhanced "VCR-like" plug-in to view, pause, rewind and fast forward recordings.   User
permissions control the ability to record a session once a viewer session has been established.

You can start a recording session after you have started a session. Right-click on the session and select
Session Recording -> Start. You can also start recording a session at connection time, using the Options-
>Record tab on the Connect dialog.

Using Address Books

Address book groups are used to define access rights for users.  All computers in an address book group can
be accessed by the specified users according to these rights.   To populate an address book, create an
address book group, then drag and drop computers onto it.  Alternately,  you can drag and drop a computer
group to an address book group. 

Address book entries can have multiple connection addresses (e.g., multiple connection addresses for one
system).  When creating a computer in your local address book, select the connection property page and click
Add to add the new address.   You can then select the appropriate protocol and enter the correct address.  
When taking control of a computer, you can select an address from all the addresses configured for this
computer.
The Global Address Book provides a logical grouping of managed machines, by housing the address books
created by the management server.  This option is available only in the centrally managed environment.  The
user's computer and protocol information is created in the RCO Management address books and pushed to the
global address book in the viewer console.   The Global Address book is downloaded by the RCO Management
Server and is filtered to contain only the hosts that the user of the viewer is authorized to connect to.  Only
the administrator of the management server can edit the address books.

Maintaining your RCO Implementation

The following section provides tips on maintaining your RCO implementation,
specifically changing servers, integrating with other solutions, changing
passwords, tuning session performance and updating policy.

Changing the Manager your Agents Point to

To direct your URC agents to report to a new Management server, do the following:

1. Locate the following registry key:

HKEY_CLASSES_ROOT\CARCMachineInfo\Client

 Modify the value "Server" to reflect the new management server's network name.

 Perform one of the following steps on the URC agent to make the new setting effective:

 reboot the client

 if you cannot reboot the client, close the URC main application window.  Then, on a Windows NT or
higher OS, log on with Administrator rights granted and stop the RCManClient service using Control
Panel/Services. On Windows OS, shutdown the RCManClient process by selecting Ctrl+alt+Del. 
Then, restart the RCManClient and URC main application window.

These steps should only be performed if:

you need to expire your old Management Server and need the systems to point to a "new"
Management Server
you wish to add a second Management Server and you want to point certain systems to the "new"
Management Server.  In this case the second Management Server should be installed prior to following the
steps listed above.

For tips on moving your URC database to a new MS-SQL server consult Technical Document TEC291878

Changing the RCOAdmin password (RCO 5.0)

If you are using MS SQL Database, the RCOAdmin is a user defined in RCO Database. So you can use MS SQL
Enterprise Manager to change the password.
If you are using Jet Database, please refer to the RCO Getting Started Guide.

For tips on how to install URC so that another password (other than the default password) is used when
proprietary security is configured, consult Technical Document 40096.

Tuning your RCO Session Performance

To improve the performance of a Remote Control Session, there are a number of settings that you can
adjust.  These settings reduce the amount of data being sent from the Host to the Viewer system and,
therefore, are useful to consider in situations of low network bandwidth.  They include:

Data Compression
Error Correction

Data Encryption

Do not flash host screen

Disable Host wallpaper

Forward Events to the Management Server

Reduce Colors

Sleep Time

Data compression

This setting enables RC's built-in data compression algorithm. Enabling Data compression will take effect on
File Transfer and Remote Control Sessions. The computer that initiates the connection always controls the
Data compression. Enabling data compression is recommended for networks of low bandwidths and may be
set in the following folder: TCP/IP, HTTP, DIAL, IPX/SPX, and NETBIOS/NETBEUI.

Please note we do not recommend this setting in general, since CPU time to compress the data may have an
adverse effect on performance in a fast network (LAN).

Error correction

This setting enables RC's built-in error correction protocol. We recommend that you enable Error correction to
improve performance and reliability when running a session over the following Remote Control protocols:
DIAL, IPX/SPX, NETBIOS/NETBEUI. The computer that initiates the connection always controls error
correction.

Data encryption

This setting is used to send transmissions in secured mode but will increase the amount of data being
transferred. Use this setting with care over networks of low bandwidth. Data encryption may be set for each
protocol you have Remote Control configured to. Disabling Data encryption may be done in the following
folders: TCP/IP, HTTP, DIAL, IPX/SPX, and NETBIOS/NETBEUI.

Do not flash Host screen

When first connecting to a Host in Remote Control mode, the default behavior forces all the applications to do
a repaint. This results in a "flash" on the screen just before the applications begin to repaint. You can disable
this option with this check box and thus avoid the flash. However more data needs to be sent to the Viewer to
paint the initial screen, this decreases performance at the beginning of a session. The setting is contained in
the Viewer and Host folder. Please note if Viewer and Host system do conflict in regards to their value of this
setting the Host setting takes precedence and will become effective for the remote control session unless the
attribute of this setting is configured to be Viewer Negotiable. The window below shows how to configure a
setting's attribute as Viewer Negotiable by right-mouse-click on the setting.

Disable Host wallpaper

Selecting this option disables the Host's wallpaper during a connection. This setting speeds up the remote
control session when the Host is using background wallpaper since less data is being transferred to the Viewer
screen. The setting is contained in the following folders: Viewer, Host. Please see section above how to apply
the value if the value of the setting conflicts between Host and Viewer.

Forward Events to the Management Server

This option is only available in Managed Remote Control Enterprise. By this setting the Remote Control agent
forwards each Remote Control application event (e.g. each browse request) to the Remote Control
management database and thus may be increasing network traffic. Please carefully consider the use of this
setting regardless the network type you are using. The log data are kept locally per agent and is written to a
log file ([Link], [Link]) located in the Remote Control installation directory. The setting may be disabled
in the folder Event log.

In addition to the above settings, the following registry keys can be modified to increase performance. Please
check the conditions in your network or system environment as described below to determine if the setting
might be appropriate to increase performance

ReduceColors
Setting this value from 0 to 1 on the RC host will convert bitmaps of color depth 16bit and higher to 16 colors
before they get transferred to the viewer system. When your host system is configured to a color depth of 16
bits and higher this conversion of the bitmaps may significantly reduce the amount of video data to be
transferred during a remote control session. In particular this will improve performance in a network
environment where the network bandwidth is identified to be the bottleneck e.g. for low bandwidth
connections. Please note bitmaps of lower color depth do not have the same display quality as high color
bitmaps and there might be slight color distortions on the viewer when using this setting.

NOTE: This setting needs to be applied to the host machine that is running WinNT/Win2000/WinXP and a
restart of URC/ControlIT is required for the setting to take effect.

HKEY_LOCAL_MACHINE\Software\ComputerAssociates\RemoteControlOption\Host Add Dword value

"ReduceColors" and assign it a value of 1.

HKEY_LOCAL_MACHINE\Software\ComputerAssociates\ControlIT\Host Add Dword value "ReduceColors" and

assign it a value of 1.

SleepTime

This setting determines how long URC/Control IT host will wait for video data before sending the data to the
viewer. Changing the value from the default value of 1 to 10 (decimal) may increase performance when the
CPU load of the host system gets very high during a remote control session. You may check the system's CPU
load using the task manager. This type of performance problem may be caused by a low bandwidth network
when the URC host system does continually try to send video data and gets transmit errors since the network
line is still busy with previously sent data.

Note: This setting needs to be applied to the host machine that is running WinNT/Win2000/WinXP and a
restart of URC/ControlIT is required for the setting to take effect.

For Versions 5.1 and 5.1

HKEY_LOCAL_MACHINE\Software\ComputerAssociates\RemoteControlOption\General
   Locate the Dword "SleepTime" and change its value from 1 to 10 (decimal).

HKEY_LOCAL_MACHINE\Software\ComputerAssociates\ControlIT\General
   Locate the Dword "SleepTime" and change its value from 1 to 10 (decimal)

For Version 5.0

HKEY_LOCAL_MACHINE\Software\ComputerAssociates\RemoteControlOption\Host
   Locate the Dword "SleepTime" and change its value from 1 to 10 (decimal).

HKEY_LOCAL_MACHINE\Software\ComputerAssociates\ControlIT\Host
   Locate the Dword "SleepTime" and change its value from 1 to 10 (decimal)

To change these settings in a managed environment you would do the following:

 1. Create a new set of computer settings or modify an existing one
2. Check/uncheck the desired setting under the appropriate folder and assign the modified settings to all
necessary computers or computer groups.

3. Activate the new settings either by restarting the Remote Control Agent or by selecting individual
computers/computer groups, left-clicking "Send Command/Update Settings."

To change these settings in an unmanaged environment you would expand the File menu, select Preferences
and click on the appropriate folder that contains the desired setting.

Applying Policy

Under release 6.0, there are two different types of policy:

Agent policies which are used in the configuration of URC hosts

Manager policies which are used to configure URC Management Servers.

The introduction of the Remote Control Explorer interface has greatly simplified the administration of policy. 
Agent policies can be applied via drag & drop of a policy onto a Computer or Computer Group.  Manager
policies can be applied via a drag & drop of a policy to the name of a Management Server or one of its
subordinates.   Note that Manager Policy can only be applied to management servers and Agent policy can
only be applied to agent machines. 

To apply a policy to all hosts in your enterprise, use the management console to connect to the root
management server.  Then, simply select the desired policy object and drop it onto the top level Computer
Groups node. 

To create a personalized configuration policy, expand the "Configuration Policy" node, right click on either the
"Agent Policy" or "Manager Policy" nodes and select "New Policy."  Provide a name for your new policy and it
will be created, containing the default policy.  This policy can then be configured and applied to specific
machines.

Keep in mind that in order for a policy to be centrally managed, the "Managed" attribute must be set to Yes. 
Any policy property whose "Managed Attribute" is set to No can be modified by a user.

Troubleshooting
The following section contains some tips for troubleshooting your RCO deployment.   For additional tips,
consult the CA Technical Support website.

When trying to connect to a PC using Stealth connection, it will not connect and I receive an the
following error: "Your connection was rejected by the host computer which sent the following
message: 'No privilege for attempt operation'."

By default, that privilege is not enabled for all users. In order to enable this functionality, you must do the
following:

Go to the Address Book, providing you have rights to make changes, to which the Computer resides
 that you are trying to connect and right click on the Address Book, choose Properties, then USERS tab and
highlight the user and then click on "Permissions".
The Permissions of the User will pop up. Under "Stealth View", check the box under the "Allow"
column.

I have entered several network entries into the browse list of my viewer. Remote Control does not
see any host outside the subnet my viewer belongs to.

Remote Control is using udp broadcast packets to discover listening hosts. To browse a non-local subnet you
must enter a valid broadcast address within the browse list entry. Depending on your network configuration
you may specify the network number followed by a host number containing

- all ones, addressing all hosts

- all zeroes, addressing the network

To query all hosts within network 100.50.80 you may enter [Link] or [Link].

You have to check with your network administrator which broadcast address type(s) are appropriate within
your network.

In addition 'udp broadcast forwarding' must be enabled within all routing devices between Remote Control
hosts and viewers.

During a session I can’t see the mouse pointer from host. What can I do?

There may be situations where the mouse pointer of the Remote Control host system is not displayed on the
viewer and the mouse cannot be used to control the host. Please note this problem may occur if the host
system has no mouse plugged in, and no mouse driver has been loaded to the operating system. There are
two possible solutions:

1. Please check if the remote control host system has plugged in a mouse. If this is not the case plug it
into the system and restart Remote Control/ControlIT host.
2. If you intend to run this system without a mouse plugged in, the host needs to be configured to
enable control of a mouse pointer using the keyboard's num pad. For this, the Accessibility Properties
of the OS have to be installed (a standard installation installs these properties). Then call:

Start / Settings / Control Panel/Accessibility Properties.

2. Select 'Mouse' and check 'Use MouseKeys'.

With this setting a viewer will be able to keep track of the host mouse during a remote control session and
can be used.

When I connect to a system, I see spider like lines all over the screen. How can I resolve?

A: Please perform the following on the HOST computer:

1. Go the following registry location:

   a.   HKLM/Software/ComputerAssociates/RemoteControlOption/Video/
2. Create a new DWORD value:
   a.   UseClipping

3. And set it's value to "1"

Reboot the system for the changes to take effect.

I am receiving the following error in my [Link] or [Link]:

    HOST: WARNING - Host Memory Shortage
During this time the screen for the remote session does not paint itself and the session appears to
be hung.

During a remote control session, the host has a GDIBuffer that stores the data to be transmitted to the
viewer. The RC setting for GDIBuffer contains the size of paged pool memory to be allocated from the Remote
Control Host. In cases where the "Host Memory Shortage error occurs, the RC Host application is trying to
allocate a portion of paged pool memory that the system cannot supply. With the above in mind, it is
recommended to configure the GDIBuffer to allocate a smaller amount of paged pool memory. Below
describes the procedure to lower the GDIBuffer, which is accomplished on the host and will require a reboot of
the host system in order for the change take effect:

For Non-managed installs you will edit the registry:

For Unicenter Remote Control:

HKLM\Software\ComputerAssociates\RemoteControlOption\Video Locate 'GDIBufferSize' and change its value

to 300000 (hex)

For Control IT:

HKLM\Software\ComputerAssociates\ControlIT\Video Locate 'GDIBufferSize' and change its value to 300000

(hex)

For Managed installs:

Open the management console and go to the Computer Settings group the host machine gets it's settings
from. Go to the menu bar and click RC, make sure Hidden is checked. On the right side of the Management
Console expand the video folder under the appropriate Computer Settings group. You should see
GDIBufferSize and you can modify the setting there.

Note: In the console, the size of the GDIBuffer must be entered in decimal, not hexadecimal. So the decimal
equivalent of 300000 (hex) is 3145778. Once this change is made, you can do a "Send Command", but
remember a reboot is required for the setting change to occur.

Is it possible that a host disappears from a computer group within the Management Console?

Yes, it is possible. Here is a list of reasons why a host could be disappearing from computer groups.

1. The host was deleted by another user at a different Management Console.

2. The host is not active for a long time (computer switched off, URC Host service not running). If the
host does not register with the Management Server for a specified amount of time the host will be
moved automatically to the ‘Obsolete Computers’ group. Computers moved into this group are
automatically removed after a specific time interval. This interval can be set through the manager
policy ObsoleteDeleteTimeout or can be disabled by setting it to zero.

3. A host was registered at Management Server A with status active and has been re-assigned to a new
Management Server B. Management Server A contacts the host after a specified time defined by
manager policy InactiveTimeout and asks for a status. Host returns his status together with the
information that he was re-assigned to Management Server B. Management Server A will now delete
the host name from the database and from the Management Console.

In cases where the system was installed by using imaging technology including a preinstalled URC 6.0: Hosts
register with the Management Server using a unique identification number (Host UUID). When deploying
images with preinstalled URC, all hosts have the same UUID. The first host registers with the Management
Server, but when the second host registers using the same UUID the name of the first host will be overwritten
and the second host name will be used. To solve this problem please have a look at the Unicenter Remote
Control Deployment Guide distributed with the product CD. Chapter 1-14 explains the details about Deploying
Remote Control Using Imaging Technology.

Integration Notes:
Click here to review documentation on integrating RCO with releases 2.0 and 3.0 of the Asset Management
Option (AMO).

If you are also running UAM or USD versions 4.0, you should be aware that while RCO 6.0 can integrate with
the EGC 2.1 console, earlier versions of RCO use EGC version 2.0.  One option in this case is to run the EGC
2.0 console on the system in parallel with the EGC 2.1 console.

Unicenter ServicePlus Service Desk (USPSD) version 5.x and 6.0 integrate with RCO 5.x as an installation
default.  If you are using URC 6.0, however, and want to integrate it with USPSD, you will need to change the
Remotely Possible Remote Reference in USPSD as follows:

1. Bring up the USPSD Administrative GUI client

2. Click on Administration, Remote References in the main menu

3. Highlight the Remotely Possible line and double left click to bring up the Remotely Possible Detail
Form

4. Change the NT Server, Unix Server or Unix Client Exec Command from :
${NX_ROOT}/bin/rp @ rp_ipaddr @rp_user @rp_passwd
to
rclaunch view -a @rp_ipaddr

5. Change the Windows Client Exec command from:

${NX_ROOT}/bin/[Link] @rp_ipaddr @rp_user @rp_passwd
to
[Link] view -a @rp_ipaddr

6. Add the URC Root directory (default installation path is C:\Program Files\CA\Unicenter Remote
Control) to the PATH environment variable.

Note: You must add the URC Root directory to the Path variable on every workstation that invokes the USPSD
Administrative GUI client.  If the URC Root directory is not added to the path, the USPSD Administrative GUI
client will fail to invoke RCLAUNCH successfully.  Additional information on flags that can be used with the
rclaunch executable can be found in the product documentation.

Additional details on integrating with other Unicenter solutions can be found in the Deployment Guide.