Web Console - Remote Control Error: "The Remote Control Viewer was not installed properly"

Version 2

    Verified Product Versions

    LANDESK Management Suite 9.5LANDESK Management Suite 9.6

    Description:

     

    When running Remote Control from the Web Console some users may receiv the following error:
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    Cause:

    ActiveX is not letting an the LANDesk Remote Control Add-on execute and is not prompting the user to allow the Add-on to run. Security permissions need to be modified OR the Add-on needs to be approved by an administrator for this to work.

    Resolution:

    1. Go Into the IE Security settings and click on the Custom Level button.
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    2. Under ActiveX, set the "Allow previously unused ActiveX controls to run with out prompting" to Enable.
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    The error then goes away and Remote Control works properly for normal users.
    NOTE: This is not the recommended way to fix the issue securely.

     

     

    Enabling this ActiveX security setting stops the issue but does not truly fix it.  This is because there is a LANDesk IE Add-On that hasn't been enabled or approved yet. This Add-On can be managed in IE. To properly fix the issue without modifying the Security Permissions:

     

    1. Go into IE under the Tools Menu > Manage Add-on's > Enable or Disable Add-on's
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    2. Verify the existance of an Add-On named "ExecuteViewer2 Class"whose publisher is LANDesk.
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    3. Enable this Add-On
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    The error then goes away properly and Remote Control should work properly for normal users.