Symantec PcAnywhereSolution 12.6.7 User Guide

Symantec pcAnywhereSolution 12.6.7 User Guide

Symantec pcAnywhere Solution 12.6.7 User GuideThe software described in this book is furnished under a license agreement and may be usedonly in accordance with the terms of the agreement.

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Symantec and the Symantec Logo, Altiris, and any Altiris or Symantec trademarks aretrademarks or registered trademarks of Symantec Corporation or its affiliates in the U.S.and other countries. Other names may be trademarks of their respective owners.

The product described in this document is distributed under licenses restricting its use,copying, distribution, and decompilation/reverse engineering. No part of this documentmay be reproduced in any form by any means without prior written authorization ofSymantec Corporation and its licensors, if any.

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The Licensed Software and Documentation are deemed to be commercial computer softwareas defined in FAR 12.212 and subject to restricted rights as defined in FAR Section 52.227-19"Commercial Computer Software - Restricted Rights" and DFARS 227.7202, "Rights inCommercial Computer Software or Commercial Computer Software Documentation", asapplicable, and any successor regulations. Any use, modification, reproduction release,performance, display or disclosure of the Licensed Software and Documentation by the U.S.Government shall be solely in accordance with the terms of this Agreement.

Symantec Corporation350 Ellis StreetMountain View, CA 94043

http://www.symantec.com

Technical SupportSymantec Technical Support maintains support centers globally. TechnicalSupports primary role is to respond to specific queries about product featuresand functionality. The Technical Support group also creates content for our onlineKnowledge Base. The Technical Support group works collaboratively with theother functional areas within Symantec to answer your questions in a timelyfashion. For example, the Technical Support group works with Product Engineeringand Symantec Security Response to provide alerting services and virus definitionupdates.

Symantecs support offerings include the following:

A range of support options that give you the flexibility to select the rightamount of service for any size organization

Telephone and/or Web-based support that provides rapid response andup-to-the-minute information

Upgrade assurance that delivers software upgrades

Global support purchased on a regional business hours or 24 hours a day, 7days a week basis

Premium service offerings that include Account Management Services

For information about Symantecs support offerings, you can visit our Web siteat the following URL:

www.symantec.com/business/support/

All support services will be delivered in accordance with your support agreementand the then-current enterprise technical support policy.

Contacting Technical SupportCustomers with a current support agreement may access Technical Supportinformation at the following URL:


Before contacting Technical Support, make sure you have satisfied the systemrequirements that are listed in your product documentation. Also, you should beat the computer on which the problem occurred, in case it is necessary to replicatethe problem.

When you contact Technical Support, please have the following informationavailable:

Product release level

Hardware information

Available memory, disk space, and NIC information

Operating system

Version and patch level

Network topology

Router, gateway, and IP address information

Problem description:

Error messages and log files

Troubleshooting that was performed before contacting Symantec

Recent software configuration changes and network changes

Licensing and registrationIf your Symantec product requires registration or a license key, access our technicalsupport Web page at the following URL:


Customer serviceCustomer service information is available at the following URL:


Customer Service is available to assist with non-technical questions, such as thefollowing types of issues:

Questions regarding product licensing or serialization

Product registration updates, such as address or name changes

General product information (features, language availability, local dealers)

Latest information about product updates and upgrades

Information about upgrade assurance and support contracts

Information about the Symantec Buying Programs

Advice about Symantec's technical support options

Nontechnical presales questions

Issues that are related to CD-ROMs or manuals

Support agreement resourcesIf you want to contact Symantec regarding an existing support agreement, pleasecontact the support agreement administration team for your region as follows:

[email protected] and Japan

[email protected], Middle-East, and Africa

[email protected] America and Latin America

Technical Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

Chapter 1 Introducing pcAnywhere Solution . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9About pcAnywhere Solution .... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9What's new in pcAnywhere Solution .... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10Components of pcAnywhere Solution .... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10What can you do with pcAnywhere Solution .... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11How pcAnywhere Solution works .... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

About role-based security ... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14About VNC and RDP connections .... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

About securing host and remote computer connections .... . . . . . . . . . . . . . . . . . . . 14Where to get more information .... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Chapter 2 Installing pcAnywhere Solution . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19System requirements for pcAnywhere Solution .... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19About licensing pcAnywhere Solution .... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20About installing pcAnywhere Solution .... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21About migration of pcAnywhere Solution .... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21About uninstalling pcAnywhere Solution .... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Chapter 3 Installing and configuring the pcAnywhere plug-inon the managed computers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Installing the pcAnywhere Solution plug-in on the managedcomputers ... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Services and processes for pcAnywhere Solution plug-ininstallation .... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

About pcAnywhere Solution OS-specific settings ... . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25Configuring pcAnywhere Solution OS-specific settings ... . . . . . . . . . . . . . . . . . . . . 30Uninstalling the pcAnywhere Solution plug-in from the managed

computers ... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31Upgrading the pcAnywhere Solution plug-in on the managed

computers ... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

Contents

Chapter 4 Establishing remote connections . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33Starting a remote control session .... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33Running a remote control session .... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35About Advanced options of remote control sessions .... . . . . . . . . . . . . . . . . . . . . . . . 36

Add Host Certificate ... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37About the Trusted Certificates list ... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38About Remote Connection Request ... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

Approve connection user states ... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39Connecting with VNC .... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40Connecting with RDP .... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41Using the remote control options .... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42

About remote control options .... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42File transfer options .... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44Changing online options .... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45Recording a remote session .... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47Playing a recorded session .... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48Taking a snapshot ... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48Starting a chat session .... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49Edit preferences while in Command Queue or File Transfer

mode .... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49Command queue options .... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51

Ending a remote control session .... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52

Chapter 5 Generating reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55About pcAnywhere Solution reports ... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55Report actions .... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58pcAnywhere Solution events ... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58Changing report parameters ... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59About pcAnywhere Solution logs ... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60Viewing reports ... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60

Appendix A Third Party Attributions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63GNU LESSER GENERAL PUBLIC LICENSE .... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63Microsoft MFC Support Library v8.0.50727.619 .... . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73OpenSSL v1.0.0g .... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75Original SSLeay License .... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77SetACL v2.1.0.0 ... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80GNU LIBRARY GENERAL PUBLIC LICENSE .... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91

Contents8

Introducing pcAnywhereSolution

This chapter includes the following topics:

About pcAnywhere Solution

What's new in pcAnywhere Solution

Components of pcAnywhere Solution

What can you do with pcAnywhere Solution

How pcAnywhere Solution works

About securing host and remote computer connections

Where to get more information

About pcAnywhere SolutionSymantec pcAnywhere Solution provides secure, remote access to computers andservers. This remote access lets you quickly resolve help desk and server supportissues or stay productive while you work away from your office. You can use yourWindows, Linux, and Mac computer.

You can also deploy a limited-functionality, single-use host to computers that donot have a host running.

The administrator who configures the remote control clients can choose whichremote control privileges are available to specified Active Directory users or otherusers. These choices are made when the host authentication is configured.Scope-based administration is controlled through the Symantec ManagementConsole.

1Chapter

See What can you do with pcAnywhere Solution on page 11.

See How pcAnywhere Solution works on page 12.

What's new in pcAnywhere SolutionThe pcAnywhere 12.6.7 release uses an updated encryption method to secure thehost and remote communications and data.

Components of pcAnywhere SolutionThe components of pcAnywhere Solution help you manage remote access in yourenvironment.

Table 1-1 Components of pcAnywhere Solution

DescriptionComponent

The pcAnywhere plug-in comprises an agentand a host package. The host packages aredeployed on the managed computers afterthe pcAnywhere plug-in is configuredthrough the Symantec ManagementComponent. After the host package isdeployed on the managed computer, thecomputer is recognized as the host. Themanaged computers require the SymantecManagement Agent to be installed to roll outthe pcAnywhere plug-in.

See Installing the pcAnywhere Solutionplug-in on the managed computerson page 23.

pcAnywhere plug-in

The pcAnywhere host computer is themanaged computer where the pcAnywherehost component runs and can be remotelyconnected to.

See About pcAnywhere Solutionon page 9.

Host

Introducing pcAnywhere SolutionWhat's new in pcAnywhere Solution

10

Table 1-1 Components of pcAnywhere Solution (continued)

DescriptionComponent

Any computer that connects to the hostcomputer using the remote control optionthrough the Symantec Management Consoleis known as the remote computer. After aninitial credential verification between theremote and the host computers, the remotecomputer connects to the host computer.

See Starting a remote control sessionon page 33.

Remote

What can you do with pcAnywhere SolutionYou can use pcAnywhere Solution to perform several tasks.

Table 1-2 What you can do with pcAnywhere Solution

DescriptionTask

pcAnywhere Solution lets help deskproviders and administrators troubleshootand quickly resolve computer problems. Youcan remotely perform diagnostics, check andmodify settings, and deploy and installsoftware.

See Running a remote control sessionon page 35.

Manage computers remotely

pcAnywhere Solution lets administratorsconnect to servers across their organizationsto perform routine maintenance. It alsohelps administrators deploy and installsoftware patches and upgrades, assessperformance, and troubleshoot networkproblems.


Support and maintain servers

11Introducing pcAnywhere SolutionWhat can you do with pcAnywhere Solution

Table 1-2 What you can do with pcAnywhere Solution (continued)

DescriptionTask

pcAnywhere Solution lets you connect toyour home computer or office computer toquickly get the files that you need. You canperform automatic file transfers from onecomputer to another or exchange multimediaand other files that are too large to send byemail.

See File transfer options on page 44.

Transfer files between computers

pcAnywhere Solution lets you remotelyconnect to another computer. You can thenwork as though you are in front of thatcomputer. You can view and edit files, runsoftware, print files to a printer at yourlocation or at the hosts location, or givedemonstrations.

See About remote control optionson page 42.

Work from a remote location

How pcAnywhere Solution worksSymantec pcAnywhere Solution uses remote control technology. You can thenconnect to another computer or server and work as though you are in front of it.pcAnywhere Solution supports network connections over a local area network(LAN), wide area network (WAN), or the Internet.

See Running a remote control session on page 35.

It might be helpful to understand some pcAnywhere Solution terminology. Forexample, the client computer is called the host computer because it hosts theconnection. The administrators computer is called the remote computer or theconsole. This terminology comes from mainframe computing, where a remoteuser usually connected to a server or a mainframe computer. In pcAnywhereSolution, the in-session frame is called the viewer.

In most cases, a remote user initiates the connection. They provide the informationthat is needed to connect to the host computer. The remote user can also selectoptions to increase security or optimize performance. To make a connection, thehost computer must be set up to wait for incoming pcAnywhere Solutionconnections.

Introducing pcAnywhere SolutionHow pcAnywhere Solution works

12

pcAnywhere Solution includes the pcAnywhere SolutionWeb parts forconfiguration, Symantec Management Platform reports, the pcAnywhere SolutionManager interface, and the pcAnywhere Solution software.

pcAnywhere Solution provides you with the following features:

Role-based security through console pagesSee About role-based security on page 14.

Control settings of the managed hostSee About pcAnywhere Solution OS-specific settings on page 25.

Audit log and reportingSee About pcAnywhere Solution reports on page 55.

Security and scoping mechanism supportFor more information on this, refer to Symantec Management Platform UserGuide at the following URL:http://www.symantec.com/docs/DOC4730

VNC and RDP integrationSee About VNC and RDP connections on page 14.

The Notification Server is now known as SymantecManagement Platform.

The pcAnywhere Solution comprises of the pcAnywhere Solution plug-in thatyou can deploy on the managed computers of Symantec Management Platform.The plug-in contains the agent and the host package, which can be deployed onthe managed computer that you want to configure as a host. Connection to thishost can be established by the remote user through the Symantec ManagmentConsole by using the Remote Management option of pcAnywhere Solution. Allcommunication between the host and remote computer is routed through theSymantec Management Platform that is equipped to generate reports forpcAnywhere Solution details.

The pcAnywhere Solution also incorporates the following features of SymantecManagement Platform:

Symantec Management Platform supports the following:

Task server

Hierarchy

User-based policies

For more information, view topics about task servers, hierarchy, and policies inthe Symantec Management Platform User Guide at the following URL:

http://www.symantec.com/docs/DOC4730

See About pcAnywhere Solution reports on page 55.

13Introducing pcAnywhere SolutionHow pcAnywhere Solution works

See About pcAnywhere Solution on page 9.

About role-based securityRole-based administration and security are provided on two levels withpcAnywhere Solution.

The administrator can decide which roles have access to pcAnywhere Solutionby configuring those roles in the Symantec Management Console. You can choosewhich roles have the ability to launch remote control sessions.

The administrator who configures the remote control clients can choose whichremote control privileges are available to specified Active Directory users or otherusers. These choices are made when the host authentication is configured.Scope-based administration is controlled through the Symantec ManagementConsole.

See Approve connection user states on page 39.

See Configuring pcAnywhere Solution OS-specific settings on page 30.

About VNC and RDP connectionspcAnywhere Solution supports VNC connections and RDP connections from itsremote control Web pages. For the remote computers that are running Windowsor Linux, you can choose to connect to host computers using either technology.

See Connecting with VNC on page 40.

See Connecting with RDP on page 41.

See Starting a remote control session on page 33.

About securing host and remote computerconnections

pcAnywhere Solution ensures the security of communication between a hostcomputer and a remote computer.

See Components of pcAnywhere Solution on page 10.

Secured communication is established by encrypting the TCP communication andby providing a mechanism to ensure the authenticity of the host. This authenticityof the host computer is established through the Trusted Certificates list, whichis a file that lists all the trusted host computer certificates that you add.

See About the Trusted Certificates list on page 38.

Introducing pcAnywhere SolutionAbout securing host and remote computer connections

14

You can choose to have the pcAnywhere Solution prompt you when you attemptto connect to the host computer that is not in your Trusted Certificates list. Whenyou choose this option, the host computer displays theAddHostCertificatedialogbox that contains the host's certificate thumbprint, to the remote user. The remoteuser can choose to either trust the host or deny to connect to the host by clickingthe appropriate button on the dialog box. You can verify the host by contactingthe host user to share the host thumbprint. If the host is authentic, you can chooseto always trust the connection or to trust the connection only once. If you chooseto always trust the connection, then pcAnywhere Solution adds the host'scertificate to the Trusted Certificates list. If you choose to trust the host only once,then the prompt is again displayed the next time you connect to the host. If youdo not trust the host and deny to connect, then pcAnywhere Solution ends theconnection.

See Add Host Certificate on page 37.

pcAnywhere uses AES encryption to secure communication between the host andthe remote computer. You can select the AES encryption level used. The supportedAES encryption levels are AES256, AES128, or None. Ensure that both the hostand remote computers are configured with the same encryption settings toestablish a connection.

When the host computer receives a request from the remote user, the RemoteConnectionRequest dialog box is displayed for the host.

See About Remote Connection Request on page 38.

If the host properties of the computer is configured with Prompt to confirmconnection then for the Windows host, theRemoteConnectionAttempteddialogbox is displayed containing the name of the remote user who attempts to logon.For the same configuration, on the Linux host and the Mac host, thepcAnywhere-Host Confirm dialog box is displayed. This dialog box displays the name of theremote user who tries to logon for the Linux host whereas for the Mac host thedialog box does not display the remote user name.


Where to get more informationUse the following documentation resources to learn about and use this product.

15Introducing pcAnywhere SolutionWhere to get more information

Table 1-3 Documentation resources

LocationDescriptionDocument

The SupportedProductsA-Z page, which is available at the followingURL:

http://www.symantec.com/business/support/index?page=products

Open your product's support page, and then under CommonTopics,click ReleaseNotes.

New features andimportant issues.

Release Notes

The Documentation Library, which is available in the SymantecManagement Console on the Help menu.

The Supported ProductsA-Z page, which is available at thefollowing URL:

http://www.symantec.com/business/support/index?page=products

Open your product's support page, and then underCommonTopics,click Documentation.

Detailed technicalinformation andinstructions forperforming commontasks in the product.

User Guide

The Documentation Library, which is available in the SymantecManagement Console on the Help menu.

Context-sensitive help is available for most screens in the SymantecManagement Console.

You can open context-sensitive help in the following ways:

The F1 key when the page is active.

You can search for information in the Symantec Help Center thatopens up when you press F1.

The Context command, which is available in the SymantecManagement Console on the Help menu.

Detailed technicalinformation andinstructions forperforming commontasks in the product.

Help is available at thesolution level and at thesuite level.

SymHelp

In addition to the product documentation, you can use the following resources tolearn about Symantec products.

Table 1-4 Symantec product information resources

LocationDescriptionResource

http://www.symantec.com/business/theme.jsp?themeid=support-knowledgebaseArticles, incidents, andissues about Symantecproducts.

SymWISESupportKnowledgebase

Introducing pcAnywhere SolutionWhere to get more information

16

Table 1-4 Symantec product information resources (continued)

LocationDescriptionResource

http://www.symantec.com/connect/endpoint-managementAn online resource thatcontains forums, articles,blogs, downloads, events,videos, groups, and ideasfor users of Symantecproducts.

SymantecConnect

17Introducing pcAnywhere SolutionWhere to get more information

Introducing pcAnywhere SolutionWhere to get more information

18

Installing pcAnywhereSolution


System requirements for pcAnywhere Solution

About licensing pcAnywhere Solution

About installing pcAnywhere Solution

About migration of pcAnywhere Solution

About uninstalling pcAnywhere Solution

System requirements for pcAnywhere SolutionpcAnywhere Solution 12.6.7 requires the following to be installed:

Symantec Management Platform 7.1 SP2Symantec Management Platform is installed or upgraded automatically whenyou use Symantec Installation Manager to install or upgrade this product.

pcAnywhere Solution includes components that are supported on differentoperating systems.

Table 2-1 Support matrix of components against the different operatingsystems

LinuxMacintoshWindowsComponent

SupportedSupportedSupportedClient software (host)

--SupportedConsole software (remote)

2Chapter

Table 2-2 Support matrix of operating systems

RequirementsOperating systemsComponent

Operating system requirements asdefined by Microsoft

Windows Server 2008

Windows Server 2008 R2

pcAnywhere Solution

Intel Pentium (or compatible)processor at 133 MHz or higher

64 MB of RAM

20 MB of hard disk space

CD-ROM or DVD-ROM drive

VGA or higher resolution monitor

Windows 7 (Home/Professional/Ultimate)

Windows Vista (Home/Enterprise/Ultimate)

Windows XP (Home andProfessional/WindowsXP Tablet and Media Center Edition/Embeddedand WEPOS)

Windows 2000 (Professional/Server/AdvancedServer)

Windows Server 2003 (Standard/Enterprise)

Windows Server 2008

Windows Server 2008 R2

pcAnywhere plug-in(agent/host/remote)

Operating system requirements asdefined by Apple

Red Hat Enterprise Linux 4.0

SUSE Linux Enterprise 10.0

Mac OS X 10.5, 10.6, 10.7

pcAnywhere host only

For the list of Symantec Management Platform-supported operating systems onmanaged computers, see the product support matrix at the following URL:

http://www.symantec.com/docs/HOWTO9965

About licensing pcAnywhere SolutionA license is provided for each of the Symantec products. You can register andobtain a license through the Symantec Web site at the following URL:

http://www.symantec.com/business/products/activating

For more information about applying licenses to a solution, see the Altiris ITManagement Suite 7.1 SP2 from Symantec Planning and Implementation Guideat the following URL:


Installing pcAnywhere SolutionAbout licensing pcAnywhere Solution

20

About installing pcAnywhere SolutionSymantec Installation Manager lets you install pcAnywhere Solution. You candownload the installation files directly to your server or you can create offlineinstallation packages.

For more information, see the Altiris IT Management Suite 7.1 SP2 fromSymantec Planning and Implementation Guide at the following URL:


See About migration of pcAnywhere Solution on page 21.

About migration of pcAnywhere SolutionYou can migrate from the previous version of pcAnywhere Solution to pcAnywhereSolution 12.6.7. For more details about migration refer to theSymantecpcAnywhereSolution 12.6.7 Release Notes at the following URL:


See About pcAnywhere Solution on page 9.

About uninstalling pcAnywhere SolutionYou can uninstall the Symantec Management Platform products with SymantecInstallation Manager. Symantec Installation Manager lets you uninstall a specificproduct.

You can also use Windows Add or remove programs to uninstall the SymantecManagement Platform products.

For more information, see the Altiris IT Management Suite 7.1 SP2 fromSymantec Planning and Implementation Guide at the following URL:


21Installing pcAnywhere SolutionAbout installing pcAnywhere Solution

Installing pcAnywhere SolutionAbout uninstalling pcAnywhere Solution

22

Installing and configuringthe pcAnywhere plug-in onthe managed computers


Installing the pcAnywhere Solution plug-in on the managed computers

Services and processes for pcAnywhere Solution plug-in installation

About pcAnywhere Solution OS-specific settings

Configuring pcAnywhere Solution OS-specific settings

Uninstalling the pcAnywhere Solution plug-in from the managed computers

Upgrading the pcAnywhere Solution plug-in on the managed computers

Installing the pcAnywhere Solution plug-in on themanaged computers

Several installation policies are defined for the Windows, Linux, and Mac operatingsystems. These installation policies let you install the pcAnywhere Solution plug-inon the managed computers that you select. Ensure that the Symantec ManagementAgent is installed on the managed computers to roll out the pcAnywhere Solutionplug-in.

You can also choose to use a pcAnywhere Solution plug-in package for eachoperating system.


3Chapter

To install the plug-in on managed computers

1 In the Symantec Management Console, on the Settings menu, click AllSettings.

2 In the left pane, expand the Settings >Agents/Plug-ins >RemoteManagement >Remote Control folders.

3 Expand the Windows, Linux, or Mac folder.

4 From theProgramNamedrop-down list, select the package or policy to installthe plug-in for the specific operating system.

This applies to Uninstalling plug-in and Upgrading plug-in topics too.

5 In the top right corner of the pane, click the drop-down menu next to the Officon to turn ON the policy.

6 In the right pane, from the View drop-down list, select either Targets orComputers.

Targets are the managed computers while Computers can be either managedcomputers or unmanaged computers.

7 Click Save Changes.

Services and processes for pcAnywhere Solutionplug-in installation

Several services and processes are in running mode after the pcAnywhere Solutionplug-in is installed.

Following are the processes that run in Windows, Linux, and Mac computers afterthe installation of the pcAnywhere Solution plug-in.

Table 3-1 Processes for pcAnywhere Solution plug-in installation

ProcessesOperating system

ThinHost process

On installation of the pcAnywhere Solution plug-in on the Macagent, the ThinHost and ThinHost Agent processes run in theActivitymonitor of the Mac computer.

Mac

ThinHost process

On installation of the pcAnywhere Solution plug-in on the Linuxagent, the ThinHost process runs in the Activity monitor of theLinux computer.

Linux

Installing and configuring the pcAnywhere plug-in on the managed computersServices and processes for pcAnywhere Solution plug-in installation

24

Table 3-1 Processes for pcAnywhere Solution plug-in installation (continued)

ProcessesOperating system

Awhost32.exe process

The AWHost32.exe process runs in Task Manager.

Windows

Following are the services that run on Windows computers after the installationof the pcAnywhere Solution plug-in:

Table 3-2 Services for pcAnywhere Solution plug-in installation

ServicesOperating system

pcAnywhere Solution has the services that let you install the hostservice.

Symantec pcAnywhere Solution host service

On installation of the pcAnywhereSolution plug-in on theWindows agent, the Symantec pcAnywhere Solution host servicegets installed.

pcAEvents.exe

pcAEvents.exe runs in Task Manager.

Windows

About pcAnywhere Solution OS-specific settingsDifferences exist in how pcAnywhere Solution operates on the Windows, Linux,and Mac operating systems. These differences include the following items:

The Windows OS uses a mirror driver.

For authentication on the Linux and the Mac OS, you cannot have more thanone caller at a time.

For the Linux and the Mac OS, the Host window is always hidden from theuser.

When connecting to a host over TCP/IP connection, a prompt is on by defaultwhen selected.

The pcAnywhere Solution settings for the Windows operating system are asfollows:

25Installing and configuring the pcAnywhere plug-in on the managed computersAbout pcAnywhere Solution OS-specific settings

Table 3-3 Options on the pcAnywhere Settings - Windows

DescriptionOptionSetting

This option lets the host dialog show anincoming session request and the user'scomputer certificate thumbprint.

PromptwhenreceivinganincomingTCP/IP connection request

Connection

This option lets the host approve or deny theremote control request.

Prompt to confirm connection

By default, the Connection request timeoutis set to30seconds. After that access is deniedto the remote user to connect to the hostunless the remote user is a super user.

Note: Super users will connect after timeout.

Connection request timeout

This option lets you create a customconnection approval message for a maximumof 60 characters.

Customized approvalmessage(maximumof 60 characters)

By default, the Encryption level in Windowsis AES256.

The encryption lets you establish securedcommunication between the host and theremote computers. The encryption must matchto make connection.

You can also choose a lower encryption levelsuch asAES128 orNone for faster throughputon secure networks.

Encryption Level

This option lets you customize the host dataport or use the default setting of 5631.

If no entry is found in the database for thedefault value, it is read from theTCPIPDataPort value in the HKEY_LOCAL_MACHINE\SOFTWARE\Altiris\pcAnywhereSolution registry entry.

Customize host data port

Installing and configuring the pcAnywhere plug-in on the managed computersAbout pcAnywhere Solution OS-specific settings

26

Table 3-3 Options on the pcAnywhere Settings - Windows (continued)


The authentication types for Linux are asfollows:

pcAnywhereSupports multiple callers

NTEnables the Local Administrators group

ActiveDirectoryLists the active users or groups.

Authentication typeAuthentication


Table 3-3 Options on the pcAnywhere Settings - Windows (continued)


The security options are as follows:

Logoff host on connectionThis option lets the remote user to logoffthe host user connection.

Restart host computer on disconnectThis option lets the remote user to restartthe host computer if it is disconnected.Once the remote session is disconnected,the host computer will restart.

Hide host tray iconThis option lets you hide the host tray icon.

Enable lockout for offending systemThis option lets you lockout after thespecified number attempts. If you choosenot to select this checkbox, then you cantry and continue the attempts. If you selectthe checkbox and specify the lockout time,you will be locked out after 3 attempts.

Maximumnumber of login attemptsThis option tracks the maximum numberof logon attempts. Allowed number ofattempts is 3. If the user has selectedEnable lockout for offending systemcheckbox and provided a lockout time, after3 attempts,the user gets locked out for thespecified time.

Limit time to complete loginThis option includes a timeout setting.

Remote controlmodeThis option supports the remote controlmode and lets you use the followingoptions:

Full control

View only

Lock Host keyboard/Mouse

Blank Host screen

Security optionsSecurity

The pcAnywhere Solution settings for the Linux operating system are as follows:

Installing and configuring the pcAnywhere plug-in on the managed computersAbout pcAnywhere Solution OS-specific settings

28

Table 3-4 Options on the pcAnywhere settings - Linux


This option lets the host dialog showan incoming session request and theuser's computer certificatethumbprint.


Connection

This option lets the host approve ordeny the remote control request.


By default, the Connection requesttimeout is set to 30 seconds. Afterthat access is denied to the remoteuser to connect to the host.


By default the Encryption level inWindows is AES256.

The encryption lets you establishsecured communication between thehost and the remote computers. Theencryption must match to makeconnection.

Encryption Level

The authentication types for Linuxare as follows:

pcAnywhereYou can have more than one callerat a time if the authentication typeis pcAnywhere.

PAMYou can login using local logincredentials.


The pcAnywhere Solution settings for the Mac OS are as follows:

Table 3-5 Options on the pcAnywhere settings-Mac


This option lets the host dialog showan incoming session request and theuser's computer certificatethumbprint.


Connection


Table 3-5 Options on the pcAnywhere settings-Mac (continued)


This option lets the host approve ordeny the remote control request.


By default, the Connection requesttimeout is set to 30 seconds. Afterthat access is denied to the remoteuser to connect to the host.


By default theEncryption level inWindows is AES256. The encryptionlets you establish securedcommunication between the host andthe remote computers. Theencryption must match to makeconnection.

Encryption Level

The authentication types for Mac areas follows:

pcAnywhereThis option lets you have morethan one caller at a time.

OpenDirectoryThis option validates a user orgroup by using the authenticationservice on the Mac OS X hostcomputer


See Configuring pcAnywhere Solution OS-specific settings on page 30.

ConfiguringpcAnywhereSolutionOS-specific settingsYou can use Symantec Management Platform to create configuration policies forpcAnywhere Solution.

If the Symantec Management Platform computer administrator sends newconfiguration settings, the new settings are applied whenever the SymantecManagement Agent checks for new policies.

See About pcAnywhere Solution OS-specific settings on page 25.


Installing and configuring the pcAnywhere plug-in on the managed computersConfiguring pcAnywhere Solution OS-specific settings

30

To set OS-specific configuration options

1 In the SymantecManagement Console, on the Settings menu, click AllSettings.



4 Click the pcAnywhere Settings policy for your operating system.

The corresponding pcAnywhere Settings page displays in the right pane.

5 In the right pane, choose from the options depending on the operating systemthat you have selected:


6 On the bottom bar, click the down arrow next to Apply to.

7 Select the option that you want.

8 In the top corner, click the drop-down menu next to the turn Off icon.

9 Click On.


Uninstalling the pcAnywhere Solution plug-in fromthe managed computers

pcAnywhere Solution has distinct uninstallation policies for the Windows, Linux,and Mac operating systems.

These uninstallation policies let you uninstall the pcAnywhere Solution plug-infrom the selected managed computers.

To uninstall the plug-in from managed computers




4 Select the pcAnywhere Plug-inUninstall package from Programe namedrop-down list.

5 Turn on the policy.

31Installing and configuring the pcAnywhere plug-in on the managed computersUninstalling the pcAnywhere Solution plug-in from the managed computers

6 In the right pane, choose either the Target or the Computers option.

The View pane gives you the option of Target and Computer. Select Targetto let you uninstall from the managed computers.

The Computers displays all the managed and unmanaged computer.

7 In the right pane, click ON.



Upgrading the pcAnywhere Solution plug-in on themanaged computers

You can upgrade the pcAnywhere Solution plug-in policy through the differentpolicies defined for Windows, Linux, and Mac operating systems.

The upgrade policies help you upgrade the pcAnywhere Solution plug-in from themanaged computers.

You can also choose to use a pcAnywhere Solution Plug-in package for eachoperating system.

To upgrade the plug-in on the managed computers



3 Choose the respectiveWindows,Linux, orMacpcAnywhere plug-in upgradepackage to upgrade the pcAnywhere Solution plug-in.

4 From the Program Name drop-down list, select the package or policy toupgrade the plug-in for the specific operating system.

This applies to Uninstalling plug-in and Upgrading plug-in topics too.

5 In the top right corner of the pane, click the drop-down menu next to the Officon to turn ON the policy.

6 In the right pane, from the View drop-down list, select either Targets orComputers. Targets are the managed computers while Computers can beeither managed computers or unmanaged computers.


See About remote control options on page 42.

Installing and configuring the pcAnywhere plug-in on the managed computersUpgrading the pcAnywhere Solution plug-in on the managed computers

32

Establishing remoteconnections


Starting a remote control session

Running a remote control session

About Advanced options of remote control sessions

Approve connection user states

Connecting with VNC

Connecting with RDP

Using the remote control options

Ending a remote control session

Starting a remote control sessionUsing pcAnywhere Solution, you can select a computer in your network andestablish a remote control connection to that computer. pcAnywhere Solutionalso supports VNC and RDP connections.

See About VNC and RDP connections on page 14.

The host computer usually displays a message that prompts the user to approvethe remote control session. This functionality can be changed in the configurationpolicies. After the session is established, the background color of the remotecomputer changes to blue to indicate that it is controlled. The desktop theme andbackground on the host computer are disabled during the session.

4Chapter

A yellow tray icon that has a picture of a computer on it also appears on the hostcomputer. The lower left corner of the tray icon includes some green animationdots that continually flash if there is an active remote control session. Otherwise,the tray icon is a complete yellow circle without any animation. If you mouse overthe tray icon during an active session, it displays the name of the computer thathas control of that computer.

By right-clicking the tray icon, the host user can choose to end the session, starta chat session, access Help, and enable the pen option. Each of these options canbe used during an active remote session. A remote user can access all of thesefunctions from the left pane of a remote session window.

If the remote computer does not have pcAnywhere Solution installed on it, thatcomputer displays a prompt. If you approve the prompt, an ActiveX componentinstalls the pcAnywhere Solution remote viewer.


To remotely control a computer

1 In the Symantec Management Console, on the Actions menu, click RemoteManagement >Remote Control.

2 On the RemoteControl page, enter the computer name or the IP address forthe computer that you want to control.

You can click Browse to find a list of available computers. Then, you canselect the computers that you want to control.

For more information, view topics about selecting computers in the SymantecManagement Platform Helpat the following url:


3 From the Connect Using drop-down menu, select pcAnywhere.

If you choose a connection method other than pcAnywhere Solution, youmust ensure that the software for that method is installed and configuredproperly.

4 (Optional) Click Advanced to choose other options.

See About Advanced options of remote control sessions on page 36.

5 Click Connect.

Establishing remote connectionsStarting a remote control session

34

6 On theHostLoginpage, enter the credentials for the computer that you wantto control.

If the authentication policy has not been applied to the host computer, thedefault authentication uses each computers local administrators groupaccount.

You can also choose to connect to a remote control session as a standard useror as a super user .

See Approve connection user states on page 39.

7 Click OK.

After you establish a connection, the SessionManager window appears onyour computer. The navigation bar on the left of the window lets you switchmodes. You can also perform the tasks that are related to the mode that youhave selected and view details about the connection. The arrow icons let youexpand and collapse each section in the navigation bar.

The right pane displays the host computer screen. If you are connected tomultiple remote control sessions, the right pane also displays each of thosesessions in a separate tab.

Running a remote control sessionYou can use pcAnywhere Solution to start a remote control session and choosethe display options and communication options for the session.

During a remote control session, you can move or copy files to the remotecomputer. You can also decide the order in which different jobs and tasks complete.

Global configuration settings apply to all future remote control sessions. TheSymantec Management Agent should be installed on the managed computers toroll out the pcAnywhere Solution plug-in.

Table 4-1 Process for running a remote control session

DescriptionActionStep

You can select the managed computers onwhich to install the pcAnywhere Solutionplug-in.

See Installing the pcAnywhere Solutionplug-in on the managed computerson page 23.

Install the pcAnywhereSolution plug-in on managedcomputers.

Step 1

35Establishing remote connectionsRunning a remote control session

Table 4-1 Process for running a remote control session (continued)

DescriptionActionStep

You can choose what options are applied toall host computers that are running on aspecific Operating System.

See Configuring pcAnywhere SolutionOS-specific settings on page 30.

Select the OS-specificconfiguration settings.

Step 2

You can select a computer in your network,connect to it, and start a remote controlsession with that computer.


Start a remote controlsession.

Step 3

You can choose the options that let youdecide how your remote control session isdisplayed. You can also choose how youcommunicate with the user of the remotecomputer.

See Approve connection user stateson page 39.

Choose the options that youwant for the current session.

Step 4

You can copy or move a file to and from theremote computer.


(Optional) Perform a filetransfer.

Step 5

You can order jobs and tasks by creating acommand queue.

See Command queue options on page 51.

(Optional) Create a commandqueue.

Step 6

You can end your remote control session.

See Ending a remote control sessionon page 52.

End the session.Step 7


About Advanced options of remote control sessionsYou can choose the options that let you select the connection options for yourremote control session.


Establishing remote connectionsAbout Advanced options of remote control sessions

36

Table 4-2 Advanced options

DescriptionOption

Select this option to start the session in remote controlmode.


Remote control

Select this option to start the session in file transfer mode.


File transfer

Do not change the default setting. For the managedcomputers that have updated inventories, the data portsetting is read from the CMDB. If the data port setting isnot found, it is read from the registry entry. If the registryentry is not found, the setting defaults to 5631.


Data port

The Encryption level lets you select the encryption level.By default the encryption level is AES256.

You can also choose a lower encryption level such asAES128orNoneon secure networks for faster throughputon secure networks.

Encryption level

By default this option is checked for the computers youwant to add to your Trusted Certificate list.


Promptwhen connectingover TCP/IP to untrusted/unknownhosts


Add Host CertificateThe AddHost Certificate dialog box is displayed when the Promptwhenconnecting over TCP/IP to untrusted/unknownhosts option is selected (bydefault) and you attempt to connect to an untrusted host. Untrusted means thatthe host computer has not been added to your Trusted Certificates list.

Table 4-3 Options on the Add Host Certificate dialog box

DescriptionOption

Adds the host computers certificate to your TrustedCertificates list and continues the connection request.

Trust always

37Establishing remote connectionsAbout Advanced options of remote control sessions

Table 4-3 Options on the Add Host Certificate dialog box (continued)

DescriptionOption

Allows the connection to continue without adding the hostcomputers to your Trusted Certificates list.

Trust once

Cancels the connection attempt.Cancel


About the Trusted Certificates listThe Trusted Certificates list is a file that lists all of the trusted host computercertificates that you added using the AddHost Certificate dialog box. When youconnect to an untrusted or an unknown host and the default option to promptyou for untrusted hosts is selected, you are prompted to trust the host before theconnection continues. The dialog box displays the host computer's certificatethumbprint, which you can verify by calling the host user. When you select Trustalways, the host computer's certificate is added to your TrustedCertificates list.The next time you connect, you will not be prompted. If you choose Trust once,you will be prompted the next time you connect to that host.

To clear all of the certificates from the list, you need to delete the../remotes/trusted_certs.pem file.

If you remove the trusted certificates from the remote computer or the hostcomputer, then ensure that you restart the pcAnywhere services to regeneratethe certificates.


About Remote Connection RequestThe RemoteConnectionRequest dialog box prompts when a remote connectionis requested over TCP/IP and the remote user is reviewing your computer'scertificate thumbprint. The certificate thumbprint is displayed in this dialog boxin case the remote user calls to confirm your computer's ID.

This dialog box closes automatically when the remote user accepts your computer'scertificate or cancels the connection request. You can close the dialog box withoutaffecting the remote session request. When the remote user chooses to continuethe session, this dialog box closes. Then, by default, a second prompt, RemoteConnectionAttempteddialog box that displays the user name of the remote useris displayed for the host and lets you accept or reject the remote connection.

Establishing remote connectionsAbout Advanced options of remote control sessions

38

The Remote ConnectionRequest dialog box closes automatically for any of thefollowing situations:

The remote option to prompt untrusted computers is Off and the connectionis continued.

The host computer is in the trusted list and the connection is continued.

The remote user clicksTrustAlways orTrustonce in theAddHostCertificatedialog box and the connection is continued.

The host user clicks the Close button of the dialog box.

The remote user clicks Deny in the AddHost Certificate dialog box and theconnection is aborted and the dialog box closes automatically.


Approve connection user statesYou can choose to connect to a remote control session as a standard user or as asuper user . When you connect as a standard user, the host computer can denythe connection.

When you connect as a super user , the host computer is given only the option toapprove the connection. If the host computer displays a login message, the remotecontrol connection is established after the timeout period.

Table 4-4 Approve connection user states

Super userStandard userComputerstate

Display message box withthe ability for host user toonly accept the connection.After timeout, theconnection is established.

See About pcAnywhereSolution OS-specificsettings on page 25.

Display message box with the ability for thehost user to accept or deny the connection.After timeout, the connection is terminated.

Ctrl+Alt+Delete

39Establishing remote connectionsApprove connection user states

Table 4-4 Approve connection user states (continued)

Super userStandard userComputerstate

Display message box withthe ability for the host userto only accept theconnection. After timeout,the connection isestablished.


Display message box with the ability for thehost user to accept or deny the connection.After timeout, the connection is terminated.

Machinelocked

Display message box withthe ability for the host userto only accept theconnection. After timeout,the connection isestablished.


Display message box with the ability for thehost user to accept or deny the connection.After timeout, the session is terminated.

Logged in


Connecting with VNCYou can install Virtual Network Computing (VNC) on your remote computer andthen use it to connect to a host computer. pcAnywhere Solution supports VNCconnections from Windows and Linux remote computers.

You must install the VNC server to run on port 5800. pcAnywhere supports VNCconnections only if the VNC server is running on port 5800.

By default, a VNC server listens for connections from a Web browser on TCP port5800. If you point a Web browser to this port, the VNC server automaticallyprovides a Java VNC viewer that runs in your Web browser. This Java Viewerexchanges data with the VNC server on the same ports that a normal VNC vieweruses.


Establishing remote connectionsConnecting with VNC

40

To connect with VNC

1 On the host computer, install a VNC server.

2 On the computer on which you want to access Symantec Management Console,install JRE 1.4.2 or later.

3 On the Symantec Management Console, on the Actions menu, click RemoteControl.

4 Select VNC as the remote control method.

5 Connect to the host computer.


Connecting with RDPYou can install Microsoft Remote Desktop (RDP) on your remote computer andthen use it to connect to a host computer. pcAnywhere Solution supports RDPconnections from Windows and Linux remote computers.


To connect with RDP

1 On the host computer, enable RDP using one of the following options:

For Vista and Windows server 2008, right-clickMyComputer>Properties>Remote Settings >Remote, and then click Allow connections fromcomputers running any version of RemoteDesktop.

For Windows XP, right-click MyComputer > Properties >Remote, andthen click Allowusers to connect remotely to this computer.

For Windows server 2003, right-clickMyComputer>Properties>Remote,and then click Enable remote desktop on this computer.

2 On the Symantec Management Console, on the Actions menu, click RemoteControl.

3 Select Microsoft Remote desktop as the remote control method.

4 Connect to the host computer.


41Establishing remote connectionsConnecting with RDP

Using the remote control optionsThe remote control option in pcAnywhere Solution lets you choose options ofyour remote session. You can also choose your mode of communication with theremote user during your session.


To launch Remote Control options

1 In the SymantecManagement Console, on the Actionsmenu, click RemoteManagement >Remote Control.

2 Browse to select the available managed computer.

You can connect to unmanaged computer by providing the IP address or thecomputer name.

3 Select the options of connection throughConnectusing. You can choose frompcAnywhere, Microsoft RDP, VNC.

You do not require a host computer for VNC and RDP connection. ThepcAnywhere connection requires pcAnywhere host computer in runningstate.


About remote control optionsYou can choose from the many options that let you change the display of yourremote session. You can also choose how you communicate with the remote userduring your session.

All of these options are available on the Windows operating system.

The pcAnywhere product and the pcAnywhere Solution share the same agent andviewer. However, the Power off host and Explore shared devices options aredisabled in the pcAnywhere Solution viewer. If you need to turn off, turn on, orrestart individual computers, use the Real-Time System Manager interface.


Establishing remote connectionsUsing the remote control options

42

Table 4-5 Remote control options

DescriptionMac/Linuxplatform

Option

Displays the host screen fully on the remotecomputer screen.

This option is available only if both computersare set to the same resolution.

NoFull Screen

Sizes the host screen to fit in the display area ofthe Session Manager window.

Use this option when the host computer uses ahigher screen resolution than the remotecomputer.

YesScreen Scaling

Changes display settings during a remote controlsession.

See Changing online options on page 45.

NoView/Edit OnlineOptions

Records the remote session to a file to play backlater.

See Recording a remote session on page 47.

YesStart/Stop SessionRecording

Saves a screen shot of the session to view later.

See Taking a snapshot on page 48.

YesTake Snapshot

Sends the Ctrl+Alt+Delete command to the hostcomputer.

NoSend Ctrl+Alt+Del

Restarts the host computer.NoRestartHostComputer

Lets you draw on your screen so that bothcomputers can see your annotations, figures, andtext.

After the pen is enabled, both the host computerscreen and the remote computer screen displaya palette. A user at either computer can thenselect Draw on the palette to launch the penapplication. Any other mouse clicks do not workwhile in the draw mode.

NoEnable Pen

43Establishing remote connectionsUsing the remote control options

Table 4-5 Remote control options (continued)

DescriptionMac/Linuxplatform

Option

Turns off the host computer.

This option is available only when the remotesession is established with the super user callertype.

NoPowerOffHostComputer

Locks the keyboard and mouse on the hostcomputer.

NoLockHostKeyboardandMouse

Locks the keyboard and mouse on the remotecomputer.

NoLockRemoteKeyboard andMouse

Lets you examine any devices that both computersshare.

This option is supported only in the pcAnywhereboxed product.

NoExplore SharedDevices

Displays a chat window.

See Starting a chat session on page 49.

NoShow chat

See Changing online options on page 45.

See Starting a chat session on page 49.

See Taking a snapshot on page 48.


File transfer optionsYou can copy and move files from either the host computer or the remotecomputer. You can also delete files, rename files, or check the properties of a fileon either computer.

You can select files and folders by their dates, file type, or a wildcard.

File transfer supports writing to and from a computer using the computer name,IP address, or UNC path.

pcAnywhere Solution saves the last nine locations that you browsed to.

If you are connected to a Linux or a Macintosh host, the file transfer options donot work. These platforms do not support the file transfer options.

See Edit preferences while in Command Queue or File Transfer mode on page 49.


44



Table 4-6 File transfer options

DescriptionOption

Moves the selected files from the remote computer to the hostcomputer.

You can browse through the directories of both computers to selectthe file to move and to choose where the file resides.

Transfer =>

Moves the selected files from the host computer to the remotecomputer.

Transfer

Copies the selected files from the host computer to the remotecomputer.

Clone

See Using the remote control options on page 42.

To change display settings during a remote control session

1 In the SessionManager window, on the left navigation bar, under RemoteControl, click View/Edit OnlineOptions.

2 In the Online options window, select from the following options:

Synchronizes the resolution settings on the host computerto match the settings on the remote computer.

Reduce host desktoptomatch remote

Automatically moves any active window that appears on thehost computer screen to a visible part of the remote screen.

For example, a dialog box that requires an action from youmight appear out of the viewing area on your computer.Because you cannot see the message, you might think thesession has locked. By checking this option, you ensure thatsuch dialog messages appear in a visible part of your screen.

Host activewindowtracking

When you operate in full-screen mode, this option placescommand icons in the top left corner of the remote controlwindow. The command icons let you end the session or returnto the two-paned window.

DisplayRevert andEnd Session buttonsin full screenmode

Optimizes the performance for high-speed connections, suchas LAN connections and cable modems.

You can adjust the video quality settings. Move the slider tothe left to increase performance. Move the slider to the rightto increase video quality.

A lower setting increases performance, but reduces the videoquality. A higher setting increases the video quality, butreduces performance.

High bandwidth

Optimizes the performance for low-speed connections, suchas modems.

You can adjust the ColorScale settings. When you lower thenumber of colors that are displayed, you increaseperformance. If a sharper display is more important to youthan color, use the four colors setting.

Lowbandwidth

Prevents other users at the host site from viewing the session.

This option is not available for virtual computers. This optionis also not available if the computer was not restarted afterthe pcAnywhere Solution agent was installed.

BlankHost Screen


46

Automatically transfers the text or graphics that arecontained in the clipboard between the host and remotecomputers.

Automaticallytransfer host andremote clipboardcontent

Lets you select the monitor that you want to view from thehost computer.

This option is enabled only if the host computer has multiplemonitors.

You can view multiple monitors on a host computer by usingthe following keyboard shortcuts:

Ctrl+m+0View all monitors.

Ctrl+m+nView a single monitor, where n is the numberthat corresponds with the monitor that you want to view.

MultiMonitor

3 Click Apply.

4 Click OK.


Recording a remote sessionYou can record a remote session at any point during the session. You can save thesession in a new file or add the recording to the end of an existing file.

See Playing a recorded session on page 48.


To record a remote session

1 In the SessionManager window, in the left pane, under Remote Control,click Start/Stop SessionRecording.

2 Complete one of the following options:

To add the recording to the end of an existing file, select the .rdc file thatyou want to append.

To create a new file, type the file name.

3 Click Save.

After this point, any actions that you perform on the host computer arerecorded in the specified file.

4 When you are finished recording, click Start/Stop SessionRecording.


Playing a recorded sessionYou can view a recorded session using pcAnywhere Solution Manager. Therecorded session file is in a proprietary format that can be viewed only from thecomputers that can physically access the Symantec Management platform.

On the Windows platform, you can play back a session that you previouslyrecorded.


To play back a recorded session

1 Launch the pcAnywhere Solution Manager application.

This 32-bit Windows application installs with the Symantec ManagementConsole. It creates a Symantec pcAnywhere solution shortcut icon on yourWindows desktop.

2 In the pcAnywhere Solution Manager console, in the left pane, click Go toAdvancedView.

3 Under the pcAnywhere Solution Manager section, click pcAnywhere Tools.

4 In the right pane, click Playback Sessions.

5 Browse for and select the file that you want to play back.

6 Click Open.


Taking a snapshotYou can capture and save an image of the host computer screen during a session.You can capture and save multiple screen shots. Each screen shot must be savedin a separate file.


To take a snapshot

1 In the SessionManager window, on the left navigation bar, under RemoteControl, click Take Snapshot.

2 In the Take Snapshot window, select one of the following:

Takes a snapshot of only the visible part of the host screen.Visible Display

Takes a snapshot of the entire host screen.EntireDisplay

3 Click OK.


48

4 In the Select SaveScreenFilewindow, select the location where you want tosave the snapshot.

5 In the File name field, type a file name.

6 In the Save as type field, select jpg or bmp.

7 Click Save.


Starting a chat sessionDuring a remote control session, the host and remote users can have a typedconversation in a chat window. Either the host or remote user can initiate a chatsession. This feature is helpful for sending brief messages or instructions.

This option is located in the SessionManager options in the top left corner ofyour screen.

To chat online with the host user

1 In the SessionManager window, on the left navigation bar, under RemoteControl, click ShowChat.

2 In the Chat window, in the lower pane, type your message.

3 Click Send.

Your messages and the other users responses appear in the upper portionof the chat window.

4 (Optional) Check the Always on top option to keep the chat window in frontof any other remote session activities.

5 Click Save to save your chat session.


Edit preferences while in Command Queue or File Transfer modeThe options in this window control the file handling options and the end-of-sessionoptions for command queue sessions and file transfer sessions.



You can choose from the following file handling options:


Table 4-7 File handling options

DescriptionOption

Compresses the files during file transfer. Selecting this optioncan speed up the file transfer. You might want to use this optionif you transfer a large, uncompressed text file.

Use compression

Prompts you to confirm the action before you delete specifictypes of files. Select this option only if you will be present torespond to the prompt.

Confirmdeletion ofread-only/system/hiddenfiles

Compares the contents of files with duplicate file names in thesource directory and the destination directory. This optiontransfers only the portions of the source file that differ.

Use SpeedSend

Automatically skips over a file that cannot be processed. No errormessage is generated, so no user intervention is required. To findthis tab, click the left arrow and the right arrow in thepcAnywhere Options window to scroll through the tabs.

Suppress errormessages

Lists the following overwrite options if a file with the same nameexists in the destination folder:

Never overwrite.

Always overwrite.

Verify before overwriting.

Overwrite older files only.

Select Verify before overwriting only if you will be present torespond to the prompt.

Ifdestinationfileexists

You can choose from the following end-of-session options:


50

Table 4-8 Session end options

DescriptionOption

Lists the following options for ending a session:

Remain connected

Disconnect

Disconnect and lock host computer

Disconnect and log off host computer

Restart host computer

Shut down host computer

The lock computer option is available on Windows 2000, 2003Server, XP, and Vista only.

If the host computer is running Windows 98/Me, this commandstarts the Windows screen saver if one is configured on the hostcomputer. For added security, the host user can password-protectthe screen saver.

After queue ends

Automatically creates a report that contains the commands thatwere executed during the session and their status. You can savethe report in HTML (.html) or comma-separated values (.csv)format.

Generate report

Notifies the user about the action that you are about to perform.Select the number of seconds that the user has to respond to theprompt. If the timeout period expires, the action is carried outautomatically.

Prompt user

Sends a confirmation prompt to the host user. This option isavailable only if you select Prompt user.

Allowuser to cancel

Lets you type a message to send to the host user. This option isavailable only if you select Prompt user.

Message to display

Closes any programs that are running. The user loses any unsaveddata.

Close open programswithout saving data



Command queue optionsYou can create and order commands, such as copy, move, delete, create a folder,rename, synchronize, and run using these options.


The run command is the same as using the Start >Run option in Windows. Usingit, you can connect to a drive, folder, document, or Web site. You can also performgeneric commands, such as regedit.

See Edit preferences while in Command Queue or File Transfer mode on page 49.

Table 4-9 Command queue options

DescriptionOption

Temporarily stops the command queue.PauseQueue

Restarts the command queue.Restart Queue

Opens a command queue.OpenQueue

Lets you specify where to save a command queue.SaveQueueAs

Cancels the specified command in the command queue list fromcurrently executing.

Cancel Command

Deletes the specified command in the command queue list.RemoveCommand

Moves up the specified command in the command queue list. Thecommands execute in the order they are listed, top to bottom.

Move CommandUp

Moves down the specified command in the command queue list.Move CommandDown

Cancels all of the commands that are currently in the command queuelist from executing.

Cancel AllCommands

Deletes all of the commands that are currently in the command queuelist.

RemoveAllCommands

Deletes all of the commands that have executed from the commandqueue list.

RemoveCompletedCommands

Runs a report.Generate Report


Ending a remote control sessionEither the host or remote user can end a session. After a session ends, you returnto the main Symantec Management Console window.

Establishing remote connectionsEnding a remote control session

52

To end a remote control session

1 In the SessionManager window, on the left navigation bar, under SessionManager, click End Session.

2 In the confirmation window, click Yes.

If you have permission to restart the host computer, you can choose whetherthe host should accept other connections. You can also cancel the host byrestarting the computer.


53Establishing remote connectionsEnding a remote control session

Establishing remote connectionsEnding a remote control session

54

Generating reports


About pcAnywhere Solution reports

Report actions

pcAnywhere Solution events

Changing report parameters

About pcAnywhere Solution logs

Viewing reports

About pcAnywhere Solution reportsThe Symantec Management Server automatically generates several standardreports on various pcAnywhere Solution details. These reports contain detailedinformation on the authentication process and connection processes. For example,some of the reports include the user name and IP address that attempted to initiatea remote control session.

If you have multiple sessions that are active, the pcAnywhere Solution reportsmight not reflect the current status of each session.

You can also create custom reports in Symantec Management Server.

For more information, view topics about creating custom reports in the SymantecManagement Platform user guide on the following url:


See Report actions on page 58.

See pcAnywhere Solution events on page 58.

5Chapter

Table 5-1 pcAnywhere Solution reports

DescriptionChangeableparameters

Report

pcAnywhereConnectionActivityAudit

Provides a history of all of the connections to anymanaged hosts.

TimePeriod (indays)

Provides the information about the configurationsettings for each computer.

HostMachine

Displays the option of choosing connection.ConnectionStatus

Time and date provides the login time and logindate.

Time\date

The report contains the host and remote computernames, IP addresses, and Operating system. It alsoprovides the users name that started the remotesession, and the date and time of each attempt.

Connection via

Remote computer provides information about theconsole on which the application is running.

RemoteMachine(Console)

User name requires the credentials of the userUserName

Displays the Operating systems.OS

pcAnywhereHost Securityand Encryption

Provides the information about the configurationsettings for each computer

HostMachine(Target)

Host authentication typeAuthenticationType

Remote user or group that initiated the connectionUser\UserGroups

Encryption level used for connectionEncryptionType

if the host user approved the connectionApproveConnection

Generating reportsAbout pcAnywhere Solution reports

56

Table 5-1 pcAnywhere Solution reports (continued)


Report

Notify onConnection

Displays the Operating systemsOS

The report contains the host and remote computernames, IP addresses, and Operating system type. Italso provides the users name that started theremote session, and the date and time of eachattempt.

Displays the Operating systems

pcAnywhereHost

OS

pcAnywhereHosts byVersion

Provides the version information on the differentpcAnywhere Solution hosts that are running in thecurrent environment

Collection

Name of the host computerHostMachine(Target)

Provides the version information on the differentpcAnywhere Solution hosts that are running in thecurrent environment

pcAnywhereHost

Displays the Operating systemsOS

pcAnywhereSessionActivityAudit

Provides the information on the connections andremote tools activity that occurred over a specifiedperiod of time

TimePeriod (indays)

Displays the Operating system and IP address of theHost computer

HostMachine(Target)

Displays the IP address and name of the console ofthe remote computer

RemoteMachine(Console)

User name requires the credentials of the userHostMachine

Time and date provides the login time and login dateTime\Date

Provides information about the activity of thesession

Category

57Generating reportsAbout pcAnywhere Solution reports

Table 5-1 pcAnywhere Solution reports (continued)


Report

Provides the description of the activityDescription

See Viewing reports on page 60.

Report actionsYou can perform different actions on each report.


Table 5-2 Report actions

DescriptionAction

Look at the detailed information that is contained in eachreport.


View

Print each report.Print

Refresh each report and update it with the latest, currentinformation.

Refresh

Search in each report for specific values.Search in

Save the report as a Web part, spreadsheet, XML file,HTML file, or static filter. You can also choose the locationwhere the report is saved.

Save

Change how the details of each report are grouped.Change the display format

Change the values for some parameters that are includedin the report.

See Changing report parameters on page 59.

Change the parameter values

pcAnywhere Solution eventspcAnywhere Solution captures information from many events.

This information is stored in an event log file that is named AW.PL9.

The file is stored on the agent computer in the following locations:

Generating reportsReport actions

58

Windows XP, Windows Server 2000, Windows Server 2003 : C:\Documentsand Settings\All Users\Application Date\Symantec\pcAnywhere\

Vista, Windows Server 2008 : C:\ProgramData\Symantec\pcAnywhere\


Table 5-3 pcAnywhere events

DescriptionCategory

Status: Remote LoggedOff SessionSession

Status: Host Ended SessionSession

Entry: bhf file path

Device: [TCP/IP,Modem]

Host

File name [source path] [destination path] File

Operation [Sent/Received] File Termination Reason

[Normal/Abnormal]

File Transfer

Remote PC: MachineName

RemoteUser: RemoteUserName

Login Failure

Changing report parametersYou can change some of values for the parameters that are included in the standardreports.

See Report actions on page 58.

See About pcAnywhere Solution logs on page 60.

To change the parameters for a report

1 In the Symantec Management Console, on Reports menu, click All Reports.

2 In the left pane, expand the Reports > RemoteManagement > RemoteControl folders.

3 Click the report that you want to change.

4 In the right pane, in the Parameters section, in the right corner, click thedown arrow.

59Generating reportsChanging report parameters

5 For each field that you want to change, enter the new value or select the newvalue from the drop-down list.

A percentage character (%) indicates to include all options.

6 In the Parameters section, in the right corner, click the Refresh symbol.

Your report is updated with the new values that you entered.

About pcAnywhere Solution logspcAnywhere uses different logs and reports to help you troubleshoot any problemsthat you encounter. Log is an essential tool to know the summary of the event.


A log report is a chronological listing of the session events that are contained ina pcAnywhere-generated log file. This information is useful for security andtroubleshooting. The logs location and file names are listed below:

Linux

For Linux information is as following: