Note: The video drivers on the host system should be updated to the latest video drivers available from the hardware manufacturer before additional logs are gathered for troubleshooting.
12.6.7_Solution_Debugging.zip and 12.5_SP4-5_Box_Debugging.zip have host side files for video and authentication troubleshooting. The third file 12.5_SP4-5_Box_Delayed_Connection.zip has files that are required to be placed on both the host and the remote used to troubleshoot. Please deploy the appropriate files based what support has requested be deployed.
Video Debugging Components awdsp32.dll awhpilot.dll awhprobe.exe (only required for Vista and later) awhprobedll.dll awhseq.dll awhxprb.dll awses32.dll
To deploy the requested components. 1. Stop the Symantec pcAnywhere Host service. 2. Move the original copy of the appropriate files in the pcAnywhere install folder and store them in another directory (do not rename it, move it). 3. Download and unzip the appropriate .zip attachment to the host and or remote system 4. Copy the appropriate new unzipped files into pcAnywhere install folder 5. Restart the Symantec pcAnywhere Host Service 6. Try to reproduce the issue.
Gather a screen shot as well as any of the following debugging files if the issue is able to be reproduced. 64-bit OS: C:\Program Files (x86)\Symantec\pcAnywhere\AAALOG_adsauth.txt C:\Program Files (x86)\Symantec\pcAnywhere\AAALOG_WinNTAuth.txt C:\Program Files (x86)\Symantec\pcAnywhere\aw32tcp.txt C:\Program Files (x86)\Symantec\pcAnywhere\awconn32.txt C:\Program Files (x86)\Symantec\pcAnywhere\awhlogon.txt C:\Program Files (x86)\Symantec\pcAnywhere\awhpilot.log C:\Program Files (x86)\Symantec\pcAnywhere\awhseq.log C:\Program Files (x86)\Symantec\pcAnywhere\awhseq.txt C:\Program Files (x86)\Symantec\pcAnywhere\awio.txt C:\Program Files (x86)\Symantec\pcAnywhere\awofrwrk.log C:\Program Files (x86)\Symantec\pcAnywhere\awofrwrk.txt C:\Program Files (x86)\Symantec\pcAnywhere\AWRem32.txt C:\Program Files (x86)\Symantec\pcAnywhere\awrpilot.txt C:\Program Files (x86)\Symantec\pcAnywhere\pcAQuickConnect.txt C:\Program Files (x86)\Symantec\pcAnywhere\PCAQuickconnectdll.txt C:\Windows\SysWOW64\awhprobe.log C:\Windows\SysWOW64\awhprobedll.log C:\Windows\SysWOW64\awhxprb.log C:\Windows\SysWOW64\awio.txt C:\Windows\SysWOW64\awofrwrk.txt C:\Windows\SysWOW64\awses32.log
Export the Application event log in .EVT format 1. Click on Start > Run... 2. Type eventvwr into the Open: dialog box. 3. Right click Application in the left pane. 4. Click on Save Log File As... 5. Click on the drop down after the Save in option box and click Desktop. 6. In the File name: box type Host or Remote depending on what machine the file is being gathered from 7. Click Save.
Run msinfo32 and save the results in .NFO format 1. Click Start > Run. 2. Type in msinfo32.exe 3. Click OK. 4. In the System Information program window that opens click File then Save.... 5. Click on the drop down after the Save in option box and click Desktop. 6. In the File name: box type Host or Remote depending on what machine the file is being gathered from. 7. Confirm that the Save as type: is *.NFO. 8. Click the Save button.
Export these registry keys: HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Symantec\pcAnywhere\CurrentVersion HKEY_LOCAL_MACHINE \SOFTWARE\Wow6432Node\Altiris\Altiris Agent\Plugin Objects\Agents or HKEY_LOCAL_MACHINE \SOFTWARE\Altiris\Altiris Agent\Plugin Objects\Agents HKEY_LOCAL_MACHINE\SOFTWARE\Symantec\pcAnywhere\CurrentVersion
In addition to the above log files please gather the following pcanywhere solution log files 1. Policy file: C:\Program Files\Altiris\Altiris Agent\Client Policies\<servername>.xml 2. Symantec Management Agent logs: XP: C:\Program Files\Altiris\Altiris Agent\Logs (entire folder) Vista/Windows 7/2008: C:\Users\Public\Documents\Altiris\Altiris Agent\Logs (entire folder) 3. pcAnywhere Agent 12.6 installation logs: XP: C:\Documents and Settings\All Users\Application Data\Symantec\pcASolutionLog\ (entire folder) Vista/Windows 7/2008: C:\ProgramData\Symantec\pcASolutionLog\ (entire folder)
Before sending the evidence to Symantec, please follow these steps to ensure that the evidence files are not blocked or stripped by email security software: - rename the .reg files to .txt - zip up all of the files together - rename the .zip file to .abc Then reply to an email sent to you from the case, and attach the evidence file(s). The email and evidence file will be automatically added to the case.