Unable to add new callers to pcAnywhere Solution or authenticate as newly added callers after upgrading to ITMS 7.1 SP2
Last Updated May 16, 2012
pcAnywhere Solution 12.6 SP2 may be installed as part of ITMS 7.1 SP2.
There is an issue with pcAnywhere Solution 12.6 SP2 such that attempts to add new callers to the "pcAnywhere Plug-in for Windows - Settings" policy may result in errors within the Symantec Management Console (SMC).
Errors may also appear on managed computers, because data that is used to create "caller" files for pcAnywhere on the managed computers is missing from the policy.
Errors may appear in the SMC and ITMS logs:
Unhandled Exception. Type=System.IO.FileLoadException Msg=Could not load file or assembly 'Interop.pcAnscalLib, Version=184.108.40.206
The following messages may appear on managed computers if the pcAnywhere agent plug-in is installed:
pcAnywhere - Security Alert
The pcAnywhere host you are attempting to run is configured for caller authentication, but no caller items could be found.
You must define at least one caller before you can use this host item.
In the pcAnywhere Settings policy that is missing data. The cif file name is empty and the CDATA is also empty for the users or groups that are not working.
The following folder on the ITMS server contains some files for pcAnywhere Solution:
SP2 installs three files into that folder which are an older build.
If the timestamps match those below, then the problems described in this article may occur:
First, open the article entitled "Upgrading to ITMS 7.1 SP2 - Best Practices" to confirm that SP2 was properly installed. There is a link to that article in the Related Articles section below.
Second, install pcAnywhere Solution 12.6 SP2 HF1. There is a link below with additional information about this hotfix.
Attached to this article are three files of the correct build. To apply this patch to the ITMS server:
Logon to the ITMS server as the Application Identity account.
Download the attached file "sp2callerfix.zip".
Make backup copies of the existing files ComponentArt.Web.UI.dll, Interop.pcANSCalLib.dll and pcANSCalLib.dll from \Program Files\Altiris|pcA\Web\bin, and store the backup files in a different location.
Replace the existing files with the files attached to this article.
Run the Command Prompt program as Administrator, and restart IIS by running the command IISRESET from the Command Prompt.
Restart the Altiris services manually or by running the included NSServices - Restart.bat file.
If the "pcAnywhere Plug-in for Windows - Settings" policy was not modified or turned On prior to installation of SP2: No further action is necessary. Future attempts to add new callers to the Authentication tab of the policy should not result in the problems described here in this article.
If the "pcAnywhere Plug-in for Windows - Settings" policy, or a clone of it, was modified and turned On prior to installation of SP2: After the steps above are complete, it will be necessary to delete any callers which were added after the installation of SP2 to the policy the "pcAnywhere Plug-in for Windows - Settings" policy (and clones of that policy) . Then, click Save Changes, and add the callers back to the affected policies.
Please contact Symantec Technical Support with any questions or concerns about this solution.