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Evidence to collect for pcAnywhere Solution agent issues


Article ID: 179764


Updated On:


Symantec Products




What evidence does Symantec Technical Support need from a pcAnywhere host computer which experiences problematic behavior?

Following is a list of evidence that Symantec Technical Support typically requests.

From the NS
The NS logs, which exist in the following folders by default:
NS 7.0 / pcAnywhere Solution 12.5 : C:\Program Files\Altiris\Notification Server\logs (a*.log)
NS 7.1 / pcAnywhere Solution 12.6 : C:\ProgramData\Symantec\SMP\Logs (a*.log)

An export of the pcAnywhere Settings - Windows Policy.
1. Open the Symantec Management Console
2. Click Settings > All Settings
3. Expand Settings > Agents/Plugins > Remote Management > Remote Control > Windows
4. In the left pane, right-click the policy (named "pcAnywhere Settings – Windows" by default) and click Export.
5. Select a name and location to save the policy in XML format.

From the managed computers running the pcAnywhere Agent
(The option for "hidden files and folders" must be set to "Show" in order to see some of these paths.)

Policy file:
C:\Program Files\Altiris\Altiris Agent\Client Policies\<servername>.xml

Symantec Management Agent logs:
XP: C:\Program Files\Altiris\Altiris Agent\Logs (entire folder)
Vista/Windows 7/2008: C:\Users\Public\Documents\Altiris\Altiris Agent\Logs (entire folder)

pcAnywhere Agent 12.6 installation logs:
XP:  C:\Documents and Settings\All Users\Application Data\Symantec\pcASolutionLog\  (entire folder)
Vista/Windows 7/2008:  C:\ProgramData\Symantec\pcASolutionLog\  (entire folder)

pcAnywhere Agent 12.5 install logs:
C:\Program Files\Altiris\Altiris Agent\Agents\SoftwareManagement\Software Delivery\{B364DA8F-1735-4DD3-865A-8B33CA5523CD}\cache\

pcAnywhere Host and aw.pl9 files:
XP: C:\Documents and Settings\All Users\Application Data\Symantec\pcAnywhere\Hosts (entire folder)
XP: C:\Documents and Settings\All Users\Application Data\Symantec\pcAnywhere\AW.PL9

Vista/Windows 7/2008: C:\ProgramData\Symantec\pcAnywhere\Hosts (entire folder)
Vista/Windows 7/2008: C:\ProgramData\Symantec\pcAnywhere\Hosts\AW.PL9

- Export the Application event log in .EVT format
1. Click on Start > Run...
2. Type eventvwr into the Open: dialog box.
3. Right click Application in the left pane.
4. Click on Save Log File As...
5. Click on the drop down after the Save in option box and click Desktop.
6. In the File name: box type Host or Remote depending on what machine the file is being gathered from
7. Click Save.

- Run msinfo32 and save the results in .NFO format 
1. Click Start > Run.
2. Type in msinfo32.exe
3. Click OK.
4. In the System Information program window that opens click File then Save....
5. Click on the drop down after the Save in option box and click Desktop.
6. In the File name: box type Host or Remote depending on what machine the file is being gathered from. 
7. Confirm that the Save as type: is *.NFO.
8. Click the Save button.

- Export these registry keys:
HKEY_LOCAL_MACHINE \SOFTWARE\Wow6432Node\Altiris\Altiris Agent\Plugin Objects\Agents
HKEY_LOCAL_MACHINE \Software\Altiris\Altiris Agent\Plugin Objects\Agents

Before sending the evidence to Symantec, please follow these steps to ensure that the evidence files are not blocked or stripped by email security software:

- rename the .reg files to .txt
- zip up all of the files together
- rename the .zip file to .abc

Then reply to an email sent to you from the case, and attach the evidence file(s).  The email and evidence file will be automatically added to the case.