Unable to remote control to any machines after upgrading to 2017.x

Version 4
Created by Casity.chris on Feb 13, 2018 10:57 AM. Last modified by Casity.chris on Feb 13, 2018 3:16 PM.

    Verified Product Versions

    Endpoint Manager 9.5Endpoint Manager 9.6Endpoint Manager 2016.xEndpoint Manager 2017.x

    Problem

     

    When you attempt to legacy remote control a machine after upgrading to 2017.3, you may see the following error:

    "Authentication failed because a certificate was not found on the remote computer".

     

    Cause

     

    We changed the Remote Control certificate to SHA256 in 2017.1 and older agents are unable to decrypt the certificate. Click here for more detail.

     

    We see this issue more often with customers who upgrade from 9.6 to 2017.3, but this can affect anyone upgrading from previous versions of LANDesk to Ivanti 2017.x

     

    Solution

     

    Upgrade your agents by clicking Rebuild all under Tools>Configuration>Agent Configuration. Once that completes, right click your agent configuration and choose schedule agent deployment.

     

    Non-Supported workaround

     

    You may be able to get the older clients to function again if you replace the following file with the one from %LDMS_HOME%ldlogon on the core server.

     

    C:\Program Files (x86)\LANDesk\LDClient\issuser.exe

     

    NOTE: This is a non-supported workaround meaning that support will not assist with this and wont be able to help if this breaks the agent. Please continue at your own risk. The better solution is to reinstall the agent.