How to capture additional logs for troubleshooting the pcAnywhere solution 12.6.7 and box 12.5 sp4

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Article ID: 181042

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Products

Symantec Products

Issue/Introduction

 

Resolution

Note:
The video drivers on the host system should be updated to the latest video drivers available from the hardware manufacturer before additional logs are gathered for troubleshooting.

12.6.7_Solution_Debugging.zip and 12.5_SP4-5_Box_Debugging.zip have host side files for video and authentication troubleshooting.  The third file 12.5_SP4-5_Box_Delayed_Connection.zip has files that are required to be placed on both the host and the remote used to troubleshoot.  Please deploy the appropriate files based what support has requested be deployed.

Video Debugging Components
awdsp32.dll
awhpilot.dll
awhprobe.exe (only required for Vista and later)
awhprobedll.dll
awhseq.dll
awhxprb.dll
awses32.dll

Authentication Debugging Components
adsauth.dll
awhlogon.dll
awofrwrk.dll
WinNTAuth.dll

Delayed connection 12.5 SP4-5 Box only
Host

adsauth.dll
aw32tcp.dll
awconn32.dll
awhlogon.dll
awhpilot.dll
awhseq.dll
awio.dll
awofrwrk.dll
Remote
aw32tcp.dll
awconn32.dll
awio.dll
awofrwrk.dll
AWRem32.exe
awrpilot.dll
pcAQuickConnect.exe
PCAQuickconnectDll.dll

To deploy the requested components.
1. Stop the Symantec pcAnywhere Host service.
2. Move the original copy of the appropriate files in the pcAnywhere install folder and store them in another directory (do not rename it, move it).
3. Download and unzip the appropriate .zip attachment to the host and or remote system
4. Copy the appropriate new unzipped files into pcAnywhere install folder
5. Restart the Symantec pcAnywhere Host Service
6. Try to reproduce the issue.
 

Gather a screen shot as well as any of the following debugging files if the issue is able to be reproduced.
64-bit OS:
C:\Program Files (x86)\Symantec\pcAnywhere\AAALOG_adsauth.txt
C:\Program Files (x86)\Symantec\pcAnywhere\AAALOG_WinNTAuth.txt
C:\Program Files (x86)\Symantec\pcAnywhere\aw32tcp.txt
C:\Program Files (x86)\Symantec\pcAnywhere\awconn32.txt
C:\Program Files (x86)\Symantec\pcAnywhere\awhlogon.txt
C:\Program Files (x86)\Symantec\pcAnywhere\awhpilot.log
C:\Program Files (x86)\Symantec\pcAnywhere\awhseq.log
C:\Program Files (x86)\Symantec\pcAnywhere\awhseq.txt
C:\Program Files (x86)\Symantec\pcAnywhere\awio.txt
C:\Program Files (x86)\Symantec\pcAnywhere\awofrwrk.log
C:\Program Files (x86)\Symantec\pcAnywhere\awofrwrk.txt
C:\Program Files (x86)\Symantec\pcAnywhere\AWRem32.txt
C:\Program Files (x86)\Symantec\pcAnywhere\awrpilot.txt
C:\Program Files (x86)\Symantec\pcAnywhere\pcAQuickConnect.txt
C:\Program Files (x86)\Symantec\pcAnywhere\PCAQuickconnectdll.txt
C:\Windows\SysWOW64\awhprobe.log
C:\Windows\SysWOW64\awhprobedll.log
C:\Windows\SysWOW64\awhxprb.log
C:\Windows\SysWOW64\awio.txt
C:\Windows\SysWOW64\awofrwrk.txt
C:\Windows\SysWOW64\awses32.log

32bit
C:\Program Files\Symantec\pcAnywhere\AAALOG_adsauth.txt
C:\Program Files\Symantec\pcAnywhere\AAALOG_WinNTAuth.txt
C:\Program Files\Symantec\pcAnywhere\aw32tcp.txt
C:\Program Files\Symantec\pcAnywhere\awconn32.txt
C:\Program Files\Symantec\pcAnywhere\awhlogon.txt
C:\Program Files\Symantec\pcAnywhere\awhpilot.log
C:\Program Files\Symantec\pcAnywhere\awhseq.log
C:\Program Files\Symantec\pcAnywhere\awhseq.txt
C:\Program Files\Symantec\pcAnywhere\awio.txt
C:\Program Files\Symantec\pcAnywhere\awofrwrk.log
C:\Program Files\Symantec\pcAnywhere\awofrwrk.txt
C:\Program Files\Symantec\pcAnywhere\AWRem32.txt
C:\Program Files\Symantec\pcAnywhere\awrpilot.txt
C:\Program Files\Symantec\pcAnywhere\pcAQuickConnect.txt
C:\Program Files\Symantec\pcAnywhere\PCAQuickconnectdll.txt
C:\Windows\System32\awhprobe.log
C:\Windows\System32\awhprobedll.log
C:\Windows\System32\awhxprb.log
 

 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\Symantec\pcAnywhere\CurrentVersion
HKEY_LOCAL_MACHINE \SOFTWARE\Wow6432Node\Altiris\Altiris Agent\Plugin Objects\Agents
or
HKEY_LOCAL_MACHINE \SOFTWARE\Altiris\Altiris Agent\Plugin Objects\Agents
HKEY_LOCAL_MACHINE\SOFTWARE\Symantec\pcAnywhere\CurrentVersion
 

In addition to the above log files please gather the following pcanywhere solution log files
1. Policy file:
C:\Program Files\Altiris\Altiris Agent\Client Policies\<servername>.xml
2. 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)
3. 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)

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.
 

 

Additional Information

REFERENCE ID : : 3399398

Attachments

12_6_7_solution_debugging.zip get_app
12_6_7_solution_debug.zip get_app
12_5_sp4_box_debugging.zip get_app
12.6.7_Solution_debugging.zip get_app
12.5_SP4-5_Box_Delayed_Connection.zip get_app
12.5.SP4-5_Box_debugging.zip get_app