Error: "Failed to get server address" when trying to VNC

Products

• Ghost Solution Suite

Issue/Introduction

While trying to VNC (Virtual Network Control) into a computer through the remote control functionality of the Ghost Solution Suite console you receive the following error:

Failed to get server address!

You may also see a VNC screen with a missing IP address like seen here:

Failed to get server address!

Environment

GSS 3.x

Any Mac machine using a WiFi connection for the Dagent to communicate with the Ghost Solution Suite

Cause

This issue is caused by the token in the RemoteControlTools.ini file not properly resolving to the correct NIC IP address value in the database:

[VNC (name)]
Display-Name=&(name)
RemoteToolEXEFilePath=C:\Program Files\uvnc bvba\UltraVnc\vncviewer.exe
CommandLine=/v:"%AGENTIPADDR%"

Resolution

The solution for this is to use the other supported token %COMPNAME% for your CommandLine value as shown here:

[VNC (name)]
Display-Name=&(name)
RemoteToolEXEFilePath=C:\Program Files\uvnc bvba\UltraVnc\vncviewer.exe
CommandLine=/v:"%COMPNAME%"

As long as you've got a stable and well set up DNS server the computer name will resolve and you'll be able to VNC properly into the Mac machine.  Symantec Development is aware of the limited token options in the RemoteControlTools.ini file and are working towards adding additional options.