Morgan Leecy Absent Member.
Absent Member.
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Zen 11.4 killed remote control

I see there are a lot of issues with remote control being raised in relation to 11.4 and I want to throw my hat into the ring. We sadly have rolled out the update to all 1600 machines in our infrastructure and you can imagine the chaos this is causing

Firstly let me say we have an open SR and the issue is pointing at a certificate problem, however there is no certainty on this.

The problem
++++++++

Most machines on 11.4 agent lose the ability to be remote controlled. However NOT ALL and NOT ALL THE TIME.

SUPPORT machines that use the out of date remote management plugin or the latest one still have the issue. It only manifests when the END client machine is upgraded

The error maifests in two ways

- First time you try and connect, the login attempt stays at 'Authneticating'
- The second attempt the message is 'Connection Established' and then it times out with the 'other application using the port' of words to that affect

A NETSTAT on the client machine shows the connection as established


Our Infrastructure
+++++++++++

- The system went live July 2013
- IN August 2013 the domain name was changed for our server, the old domain name was resolvable. This was to match the server domain to the client domains when we introduced AD earlier than expected. At this point (I cant remember the reasoning) a new certificate was not minted on the zenworks server.

It is worth noting we have not had a single issue up until 11.4


Attempted fixes
++++++++++

- I have gone into the primary server configuration, into settings, infrastructure and added the OLD FQDN name of the server
- Our agents are deployed with the old server FQDN in the name, we have tried unregistering and reregistering with the NEW server FQDN. This 'partially' works except that the server now brings up an ALT+CTRL+DEL screen and does not authenticate properly.

- Novell tech has all detailed logs and could find NO errors other than the info one about the certificate FQDN not matching the server FQDN


Whereas I am not disputing the certificate is likely a factor in this issue, what has changed in Zenworks 11.4 that has broken remote control in the first place, and why.. considering how many people have the issue.. have Novell not picked up on this?

If the fix for us is going to be re-minting a certificate and then (I assume) reregistering every agent, thats a huge piece of work on 1600+ machines
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6 Replies
Micro Focus Expert
Micro Focus Expert

Re: Zen 11.4 killed remote control

There are some more Certificate Validity Checks in ZCM 11.4.x, so some issues may have gone under the radar in the past.

Re-issuing a new Server Cert does not require ANY action on the agent side.
Re-Minting a new Certificate Authority would require the agents to trust the new CA.
However, this does not require re-registering (never has) nor any special work at the device itself.
This is all handled via the ZCC Web Console.
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Micro Focus Expert
Micro Focus Expert

Re: Zen 11.4 killed remote control

No doubt you are in good hands with the SR, but since you are posting here I will offer to just glance through your SR if you post the number here...............
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Micro Focus Expert
Micro Focus Expert

Re: Zen 11.4 killed remote control

"netstat -a -b" on a managed device may be useful too, just to confirm what process is listening on the configured port for ZCM Remote Control..........
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Morgan Leecy Absent Member.
Absent Member.

Re: Zen 11.4 killed remote control

Your feedback is greatly appreicted. New logs will be going up today at some point

SR : 10991685231
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endicotts Absent Member.
Absent Member.

Re: Zen 11.4 killed remote control

leecymj;2421324 wrote:
Your feedback is greatly appreicted. New logs will be going up today at some point

SR : 10991685231


Can someone please update this thread with the results of this SR? How was it resolved? I'm seeing the same issue on some test machines. Thank you!
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Micro Focus Expert
Micro Focus Expert

Re: Zen 11.4 killed remote control

Unknown.........
The Resolution Details are not in the SR.
No link to either a defect or TID.
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