Remote Control Screen Capture using the DDAPI

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Article ID: 125394

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Products

CA Automation Suite for Data Centers - Configuration Automation CA Client Automation - Asset Management CA Client Automation - IT Client Manager CA Client Automation CA Client Automation - Remote Control CA Client Automation - Asset Intelligence CA Client Automation - Desktop Migration Manager CA Client Automation - Patch Manager

Issue/Introduction

Since the release of Microsoft Windows 10 and Server 2016, the screen capture (mirror driver) for Remote Control has become unreliable and some customers have been experiencing several issues, including:
- Poor performance of the RC session.
- Blank or Black screens, upon successful connection to the remote host.
- Blue Screens (BSOD) or Green Screens (GSOD).
- High memory and CPU usage of the rcUtilCmd.exe process.
- Failures while using 3D rendering software.
- DirectX hardware acceleration becomes disabled on the host system.
- Recurring "Restart required" notification for "CA IT Client Manager r12 Secure Control Adapter".

Cause

Remote control (RC) has two connection modes: Driver and Polling

By default, the Remote Control Host configuration policy "Video capture mode" is set to Auto.  This enables the Remote Control host process to first load the Remote Control mirror driver, and upon failure to load the driver, fall back to using the polling mode.  The mirror driver is preferred over polling mode due to its superior performance.

Due to the changes made by Microsoft in the Windows 10 design, the OS loads the dual stack implementation of older driver models as well as newer models.  This can result in GSOD or BSOD when using the current RC mirror driver with 3D graphical rendering software. 

Even if not using 3D rendering software, the current mirror driver may still fail to load, and RC performance may not perform nearly as well using the polling mode.  In either case, Microsoft no longer supports the implementation of a mirror driver, thus this KB article explains how to deliver a patch, implementing the new latest Microsoft Desktop Duplication API or (DXGAPI).

Environment

Client Automation (ITCM) -- r14 GA, SP1 and SP2.

Resolution

The following patch is published to implement the new RC connectivity mode:
SO07736 (RC VideoCapture with MS DDAPI)

This patch needs to be applied to:
- Enterprise & Domain Managers
- Remote Control Viewers
- Remote Control Hosts on Windows 10 or Server 2016+

There's two parts to applying this patch:
1- Applying the patch on the Enterprise or Domain Managers, in order to add DDAPI support and import an updated RC configuration policy.
2- Applying the patch to endpoints in Windows 10 or Server 2016 and above, via a Software Delivery package.

Attached to this KB article is a ZIP, containing the patch files, and a ready-made Software Delivery package for deploying the solution to endpoints.

Applying the patch to the Enterprise and Domain Managers:
1- Download the ZIP of the solution attached to this KB article.
2- Run WinOffline.exe from File Explorer or Command Line.

Note: WinOffline will stop CAF and all ITCM processes, apply the patch, restart CAF, and import the Remote Control Policy updates automatically.

Applying the patch to end point systems:
Within the same ZIP downloaded for the above steps, there is a "reginfo" folder.  
In the DSM Explorer, open the "Software" tab.  Right click on "Software Package Library" container and select "Import", then select "Software Package."
Enter the path to the "reginfo" folder location and click on "Choose."  Then click on "OK" to complete the import of the software package.

The new Software Package can be used for deployment and will perform the following actions:
- Stop CAF on the endpoint.
- Install a required Microsoft Visual C++ x86 runtime library, if not already installed on the system.
- Uninstall the RC mirror driver, if it still exists.
- Apply the update containing the DDAPI implementation.
- Restart CAF, and report results back to Software Delivery.

Important Note: Before the new video capture mode can be used, the endpoint system must be rebooted.  As such, inspecting the software package procedures, you will find various methods of doing this-- forcing a reboot without prompting the user, signaling the reboot to have Software Delivery prompt the user, or a "no reboot" option, to not interrupt the end user, and allow for a reboot to take place in the natural order of the endpoint.  The Default procedure for the software package will use the "Signal Reboot" method, unless you deploy a different procedure, so the end user will be appropriately alerted.

Additional Information

Please refer to the “readme.pdf” and SO07736.txt file included in the patch for additional information including several limitations regarding this patch.

Attachments

1570695329870__1558537041005RC_DDAPI_(GA).zip get_app