raronson Super Contributor.
Super Contributor.
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Unable to access the ZCC helper for remote management

Yesterday I upgraded my primary servers to ZCM 2017. I have windows 7 sp1 on my desktop. I've tried 3 browsers, uninstalled and reinstalled the software and even upgraded my java. I still get an error that the ZCC helper cannot be found. Its working fine for 2 other admins in the office using the same Windows image. Anyone have a guess as to why the ZCC helper can't be found?

Thanks
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raronson Super Contributor.
Super Contributor.

Re: Unable to access the ZCC helper for remote management

It was a mirror driver preventing the ZCC helper from taking over. I don't know precisely which application it was, I had a couple of things installed that I took out all at once. It could have been team viewer, or it could have been the ZCC helper from ZCM 11.4. I had it installed and it was set to listen for remote support requests. I uninstalled it at the same time I took any of the older ZCC applications.

Thanks to anyone who stopped to look.
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Micro Focus Expert
Micro Focus Expert

Re: Unable to access the ZCC helper for remote management

Thanks for Feedback................
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posty Absent Member.
Absent Member.

Re: Unable to access the ZCC helper for remote management

Good Morning,

i had the exact same issue. For Troubleshooting i installed a complete naked Windows 10 Machine (LTSB 2016). No additional Software installed, no GPO, etc applied and still the same problem!
The zcchelper could not be detect as described from the thread starter!


i checked the zcchelper.log file %appdata%\Roaming\Novell\ZENworks\ZCCHelper\log\zcchelper.log file and i got this error messages:

DEBUG 2017-02-16 15:40:58,895 [main] com.novell.zenworks.mch.plugins.remoteViewerPlugin.RemoteViewerPlugin - Error while authenticating:org.apache.axis2.AxisFault: Host s-zcm1 could not be verified.
DEBUG 2017-02-16 15:42:17,643 [main] com.novell.zenworks.mch.ManagementConsoleHelper - Command line parameter obtained from browser : zcclaunch://s-zcm1:443/remote-mgmt?sltid=@OB@64606c686a6a6d62676e6f6b67ef&hns=193.170.53.31:s-zcm1.kug.ac.at&locale=de&opuid=350704f683604664aa9912abc580c911&version=17.0.0.1222&fpalgo=SHA-256&fp=@OB@3b35686467643a35326e37646768683437643b34673b37636d65643837606863633f37626b62326d34673834343867616a60623930696567696664653d33686063606c67613a30303a61333f67346b34346f30643c33306c37676965323ce2&uiparam=78266710474397


to be clear: s-zcm1 is my first primary server in my zone!
the server is pingable with and without FQDN!
as marked in red zcclaunch got invoked with s-zcm1 and in the same command with s-zcm1.kug.ac.at (FQDN)

i did access the ZCC (Zenworks Control Center) by just entering the hostname of the primary: in my case
https://s-zcm1

and thats exactly the problem.
When i start ZCC with the FQDN:
https://s-zcm1.kug.ac.at
the problem got solved, because the zcclaunch command which got invoked from the zcc webinterface uses the hostname specified in the url, in that case the FQDN!
s-zcm1=hostname
kug.ac.at=domain-name

DEBUG 2017-02-17 09:47:29,674 [main] com.novell.zenworks.mch.ManagementConsoleHelper - Command line parameter obtained from browser : zcclaunch://s-zcm1.kug.ac.at:443/remote-mgmt?sltid=@OB@6e6c6c696c6a6262686f696f6f69e1&hns=193.170.53.31:s-zcm1.kug.ac.at&locale=de&opuid=58998ca6e1a74e5fa5b4091770f5840f&version=17.0.0.1222&fpalgo=SHA-256&fp=@OB@3b35686467643a35326e37646768683437643b34673b37636d65643837606863633f37626b62326d34673834343867616a60623930696567696664653d33686063606c67613a30303a61333f67346b34346f30643c33306c37676965323ce2&uiparam=143460940329796
DEBUG 2017-02-17 09:47:29,994 [main] com.novell.zenworks.mch.plugins.remoteViewerPlugin.RemoteViewerPlugin - Version info:17001222:17001222
DEBUG 2017-02-17 09:47:30,417 [main] com.novell.zenworks.mch.plugins.ssl.ZenMCHTrustManager - Checking if server is trusted
DEBUG 2017-02-17 09:47:30,417 [main] com.novell.zenworks.mch.plugins.ssl.ZenMCHTrustManager - Server Certificate is trusted
DEBUG 2017-02-17 09:47:30,652 [main] com.novell.zenworks.mch.plugins.remoteViewerPlugin.RemoteViewerPlugin - Successfully authenticated remote-mgmt request
DEBUG 2017-02-17 09:47:30,652 [main] com.novell.zenworks.mch.plugins.remoteViewerPlugin.RemoteViewerPlugin - statusURL:https://s-zcm1.kug.ac.at:443/zenworks/UploadServlet?opuid=58998ca6e1a74e5fa5b4091770f5840f&zccHelperJSONObject={"filemetas":[],"status":"FILE_UPLOAD_DONE"}
DEBUG 2017-02-17 09:47:30,823 [main] com.novell.zenworks.mch.plugins.remoteViewerPlugin.RemoteViewerPlugin - Successfully loaded DLL C:\Users\marti\AppData\Roaming\Novell\ZENworks\ZCCHelper\lib\dll\nzrInvoker32.dll
DEBUG 2017-02-17 09:47:31,182 [main] com.novell.zenworks.mch.plugins.remoteViewerPlugin.RemoteViewerPlugin - Finished invoking remote Viewer successfully
DEBUG 2017-02-17 09:47:31,213 [main] com.novell.zenworks.mch.plugins.remoteViewerPlugin.RemoteViewerPlugin - Exception while notifying server about MCH exit


I hope i could clear some things up!

And as future remark:
the Error Message presented in ZCC (that the zcchelper could not be detect) is not true in that case!
maybe the error-detection could be a little bit granular/specific in a future release!

thx & cheers,
Martin
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scovpg Absent Member.
Absent Member.

Re: Unable to access the ZCC helper for remote management

Same issue, however we were already logging into ZCC with the FQDN, so thought I would try IP address instead and that worked for us.
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Not applicable

Re: Unable to access the ZCC helper for remote management

Please see the following TID for answer on this: https://www.novell.com/support/kb/doc.php?id=7018704
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nwadmsitn
Visitor.

Re: Unable to access the ZCC helper for remote management

Same here because i use a cname to access ZCC like zcm.domain.fr, instead of server name.domain.fr. So now i must use the fqn of the server. Very annoying.
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Micro Focus Expert
Micro Focus Expert

Re: Unable to access the ZCC helper for remote management

Expected to be addressed in Update 1 mid to late next month.
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asudheer Absent Member.
Absent Member.

Re: Unable to access the ZCC helper for remote management

This issue is being tracked @ https://bugzilla.novell.com/show_bug.cgi?id=1027320 & the same has been fixed in Update 1 release.

Alternatively, you can try the 2017 FTF, available @ https://bugzilla.novell.com/attachment.cgi?id=717042, until you deploy Update 1.

HTH,
Sudheer Avula
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shaunpond Absent Member.
Absent Member.

Re: Unable to access the ZCC helper for remote management

Sudheer,

don't forget that customers do not have access to Bugzilla

--

Shaun Pond
in my "day job" I work for ENGL; our aim is to make Windows deployment
easy


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asudheer Absent Member.
Absent Member.

Re: Unable to access the ZCC helper for remote management

Hi Shaun,

Thanks for making me realize that. What do you think is a way to share files or attachments in forums?
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Micro Focus Expert
Micro Focus Expert

Re: Unable to access the ZCC helper for remote management

Also Code cannot be delivered via the Forums for legal reasons, so any link to an FTP side would not be valid either.
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Micro Focus Expert
Micro Focus Expert

Re: Unable to access the ZCC helper for remote management

Nor can customers be provided code via the forums, so make sure to not link to any outgoing FTP sites.
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asudheer Absent Member.
Absent Member.

Re: Unable to access the ZCC helper for remote management

Ok. Protocol registered. Thank you...
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