Issue: Remote control icon not visible in all devices list in console

Version 2

    Verified Product Versions

    Endpoint Manager 9.5

    Issue

     

    • When clicking the managed device in the all device list from the console, the remote control icon is not visible.
    • When right-clicking the device, all the remote control options are grey out.

     

     

    Also when selecting the properties from the right-click menu, in the agent tab, the remote control agent status is "NOT loaded"

     

     

    Resolution

     

    1. On the client, check if the LANDesk Remote Control Service is installed and started on the clients.
    2. Check if the LANDesk management agent service is installed and started on the clients.
    3. Telnet <client> 9535 and 9595 ports from the core server, check if the telnet connection can be built.
    4. From the core server, Open the IE, type http://<client IP>:9595.
    5. On the clients, run C:\Program Files\LANDesk\LDClient\issuser.exe /remove and run C:\Program Files\LANDesk\LDClient\issuser.exe /resident on the client.
    6. On the core server, create a shortcut of the "C:\Program Files\LANDesk\ServerManager\RCViewer\isscntr.exe"
    7. With the command line switches -c"remote control" -s"CORESERVER"
      (
      Replace CORESERVER with the NetBIOS name of the core.)

     

    "C:\Program Files\LANDesk\ServerManager\RCViewer\isscntr.exe" -c"remote control" -s"CORESERVER"