An attempted Remote Control session fails with the following error:
The selected computer is not responding. Connection cannot be made.
pcAnywhere 12.5 SP4 and pcAnywhere Solution 12.6.7 are not backward compatible. One cause for this error is that the pcAnywhere program running on the remote computer is an earlier version (such as pcAnywhere 12.5 SP3 or pcAnywhere Agent 12.6.7580), and it is used to attempt a connection to a host computer which is running version 12.6.8096.
An improper attempt to upgrade the pcAnywhere Agent to version 12.6.8096 may lead to an upgraded pcAnywhere Agent with an older pcAnywhere host program installed. Examples include targeting the "pcAnywhere Plug-in for Windows - Install" policy to run, or use of the command "pcAClientInstallManager.exe /iall", on a computer which already has an earlier version of the pcAnywhere Agent installed. This leads to an upgraded pcAAgent.dll, while the pcAnywhere program files are not upgraded.
The first time a user launches the Remote Control action in the Symantec Management Console after the latest pcAnywhere Agent is installed to the user's computer, that user should see a "User Account Control" window asking whether to allow the "Subscription Services" program to make changes. Failure to click "Yes" will prevent an upgrade of the remote program package, leaving the older (and now incompatible) remote pcAnywhere program files in place. The pcAnywhere Agent itself will be the function, but remote control from that computer will not.
This error can occur if the remote pcAnywhere program reaches a default timeout value before the connection request is complete.
For the first cause above, upgrade to the latest version of pcAnywhere on the remote computer (pcAnywhere 12.5 SP4, pcAnywhere Agent 12.6.8096, or later).
To prevent the second cause above, turn On the "pcAnywhere Plug-in for Windows - Upgrade" policy and use the default target filter "Windows computers requiring pcAnywhere plug-in Upgrade".
The first time a user launches the Remote Control action in the Symantec Management Console after the latest pcAnywhere Agent is installed to the user's computer, the user must click "Yes" allow the "Subscription Services" program to make changes. This allows an ActiveX control named pcARemoteControlX.ocx to silently install the latest pcAnywhere remote package (pcARemote.exe).
For the fourth cause above there are two options.
Add a new DWORD registry value named "NonPCAHostTimeout" under the following key on the remote computer: HKLM\SOFTWARE \Symantec\pcAnywhere\CurrentVersion\Remote Control for 32-bit or HKLM\SOFTWARE\Wow6432Node\Symantec\pcAnywhere\CurrentVersion\Remote Control for a 64-bit operating system.
Set the value to 45(decimal) for testing. This value refers to the number of seconds for the remote program to wait for a response from the host computer. Setting this in the registry overrides the default value of 15. If the problem is no longer reproducible with this registry value in place, then set this registry value on all computers which run the pcAnywhere remote programs.
Download and extract the appropriate point fix, Box_awterm32.zip or Sol_awterm32.zip On each remote computer, stop the Symantec pcAnywhere Host Service (if running) and close pcAnywhere Manager. Browse to the Symantec pcAnywhere installation directory. Make a back up of existing awterm32.dll. Replace the awterm32.dll with the appropriate point fix.
If the Solution steps above do not resolve this error, please open a case with Symantec Technical Support for further investigation.
Imported Document Id
awterm32.dll for pcAnywhere Solution 12.6.7 and pcAnywhere Agent version 12.6.8096