thelittlehouse Absent Member.
Absent Member.
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ZCM 11.4.1 agent and explorer.exe on win7

We are just rolling out the 11.4.1 agent to our estate of Windows 7 machines. As it is rolled out a small number of users are experiencing a problem whereby they lose the ability to run Windows Explorer. Clicking Windows Explorer results in the following message:

"Windows cannot access the specified device, path, or file. You may not have the appropriate permissions to access the item."

We have been getting this problem intermittently since upgrading to 11.3.2.

We had a two part approach in 11.3.2:
1 . I investiged the issue myself and found the reason explorer could not be run was a lack of rights for the local user on the registry key HKCU/software/classes. If you check a working machine, the local user has full control over this key. Giving the local user rights to this key fixes the issue in cases where it has occured.
2. We were give an updated zmd.dll for 11.3.2 which appeared to prevent the problem happening again on machines where we experienced it. The dll didn't put the rights back so we needed to do that manually but it did appear to prevent the problem happening again.

The upgrade to 11.4.1 has brought this problem back.

When we investigated this problem previously with 11.3.2 it took many months and endless tests along with several engineers. I don't want to go through all that again. Is anyone else experiencing this problem with 11.4.1?

Thanks

Robin
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12 Replies
Micro Focus Expert
Micro Focus Expert

Re: ZCM 11.4.1 agent and explorer.exe on win7

I'm very familiar with that issue.
Are you able to open an SR?
If so, I can get it investigated and in the right hands..................
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djbrightman1 Absent Member.
Absent Member.

Re: ZCM 11.4.1 agent and explorer.exe on win7

How prevalent is this issue? Can you provide any further details?

We are planning an estate wide agent update to 11.4.1 and won't go ahead if this is a common/known problem.

So far we are just updating a validation group (approx 140 devices) and have not seen it.
Our estate consists of many 11.2.4 and 11.3.x devices and we need to update because of a planned CA remint and the 11.4 remote management changes...

I'd appreciate any further information

Thanks
David
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thelittlehouse Absent Member.
Absent Member.

Re: ZCM 11.4.1 agent and explorer.exe on win7

In our environment we have seen perhaps 10 instances of this out of 500 machines updated so far. When I get further details of the problem I will let you know.

Robin
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thelittlehouse Absent Member.
Absent Member.

Re: ZCM 11.4.1 agent and explorer.exe on win7

I have opened an SR 10991133351. Anything you can do to help will be very much appreciated.

My problem at the moment is logs are always required. This assumes I can reproduce the problem which most of the time I can't.

Thanks!

Robin
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Micro Focus Expert
Micro Focus Expert

Re: ZCM 11.4.1 agent and explorer.exe on win7

thelittlehouse;2419302 wrote:
I have opened an SR 10991133351. Anything you can do to help will be very much appreciated.

My problem at the moment is logs are always required. This assumes I can reproduce the problem which most of the time I can't.

Thanks!

Robin


Yes, that will make it hard...............
I know there was one poster who said he was 2 for 2............
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phasenjager Absent Member.
Absent Member.

Re: ZCM 11.4.1 agent and explorer.exe on win7

Now I'm wondering if an issue I am experiencing is related to this thread. We have suddenly had a number of machines not load explorer.exe on startup. We can load Task Manager and launch explorer.exe without problem, though, so it is a little different scenario. Think I'll open an SR, just to see if there is any connection. Unfortunately, there are NO logs that give anything of use.
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Micro Focus Expert
Micro Focus Expert

Re: ZCM 11.4.1 agent and explorer.exe on win7

Sounds good.........
Also want to clarify an earlier comment I made.

I was familiar with the 11.3.x DLU rights defect.
Other than this thread, I have not heard of any issues with Explorer and ZCM 11.4.x.

Since your issue is clearly different, I would use another thread.
However, I would test the "DisableExplorerRestart" setting 1st.

By Default, ZCM will terminate Explorer.exe when GPOs are applied.
Windows will automatically restart the explorer process.
The theory is that this will help ensure that Explorer.exe is using the most current policies.

Historically, some Term Services had issues restarting the process automatically.
I have never seen it on Desktops.

However, I cannot find any evidence that restarting the Explorer.exe process is actually necessary.
Not in the MS Docs on Reg Keys...Some Indicate a Reboot is required, but none a Relogin or process restart.
Nor have I had a customer report issues after applying the reg key.

This has been in ZCM code for a long time, most likely in 10.0 shipping code, and we were not able to find a reason why it is there.
Since it generally does not cause an issue, the default behavior was left the same.

But if you are having cases of explore.exe not running, I would start there.
If this is not the root cause, there may be little that ZCM can do since ZCM is not responsible for starting Explore.exe
In fact, it is very difficult for ZCM to do so properly and why we rely on Windows to restart the process instead of explicitly doing so when we terminate the process.
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phasenjager Absent Member.
Absent Member.

Re: ZCM 11.4.1 agent and explorer.exe on win7

I actually just hit the right combination of words, and think this is related to TID 7016667. Trying to patch now, but an SR will be opened if needed.

Back to the regularly scheduled topic.
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Anonymous_User Absent Member.
Absent Member.

Re: ZCM 11.4.1 agent and explorer.exe on win7

Craigdwilson,

> I cannot find any evidence that restarting the Explorer.exe
> process is actually necessary.


I can remember a discussion going on about that a couple of years ago
🙂

--

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


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Micro Focus Expert
Micro Focus Expert

Re: ZCM 11.4.1 agent and explorer.exe on win7

This case, however, may actually be a Novell Client issue.
The TID Patrick found is a new TID for the Novell Client where a Hanging/Crashing Client Process may actually keep explorer.exe from starting.
I don't think the MS Patch would apply since it is a 4yr Old NTDLL.DLL file that is updated just about monthly............

The Client Notes, however, may be useful........Of course it may not be the client at all but if the ZCM Setting to "Not Restart" explorer.exe does not help, I would recommend a Novell Client SR.
Some Internal Notes would help them figure out if they are seeing the one known issue being examined.

I'd give details here if it was a ZCM issue, but going to avoid talking too much about the Client and leave that to Client specialists.


Shaun Pond;2420058 wrote:
Craigdwilson,

> I cannot find any evidence that restarting the Explorer.exe
> process is actually necessary.


I can remember a discussion going on about that a couple of years ago
🙂

--

Shaun Pond
in my "day job" I work for ENGL; our aim is to make Windows deployment
easy
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Saget25
New Member.

Re: ZCM 11.4.1 agent and explorer.exe on win7

CRAIGDWILSON;2420074 wrote:
This case, however, may actually be a Novell Client issue.
The TID Patrick found is a new TID for the Novell Client where a Hanging/Crashing Client Process may actually keep explorer.exe from starting.
I don't think the MS Patch would apply since it is a 4yr Old NTDLL.DLL file that is updated just about monthly............

The Client Notes, however, may be useful........Of course it may not be the client at all but if the ZCM Setting to "Not Restart" explorer.exe does not help, I would recommend a Novell Client SR.
Some Internal Notes would help them figure out if they are seeing the one known issue being examined.

I'd give details here if it was a ZCM issue, but going to avoid talking too much about the Client and leave that to Client specialists.



Can you tell if this problem happen more on laptops ?

We had a issue with Zenworks 11.3.X where rights were incorrectly applied and when user would re-open their sessions, they would have lost almost all their rights...

Including rights to basic functions in Windows OS.


The trick was to be sure that the users rights are correctly applied before upgrading to a newer version of Zenworks otherwise the problem would persist indefinitely. For those cases, we had to recreate the user profile to fix the problem.
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Micro Focus Expert
Micro Focus Expert

Re: ZCM 11.4.1 agent and explorer.exe on win7

That is the issue more for the original poster, which is profile permissions.
The poster referencing the Novell client is having something different.
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