How to upgrade IT Management Suite to version 7.6, 8.0, 8.1 and 8.5 and continue using pcAnywhere Solution

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Article ID: 185216

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Updated On:

Products

Management Platform (Formerly known as Notification Server)

Resolution

You can use the information in this article based on the following scenarios:

Important: If you have upgraded to ITMS 7.6 and want to restore pcAnywhere Solution integration in Symantec Management Console, refer to the following article: http://www.symantec.com/docs/HOWTO110286

Upgrading to ITMS 7.6 or 8.x and maintaining the console integration of pcAnywhere Solution

With the release of IT Management Suite (ITMS) 7.6, the End-of-Life (EOL) for pcAnywhere Solution was announced. This suggests that if you do a clean install or an off-box upgrade to ITMS 7.6 or 8.x, pcAnywhere Solution will not be available.

However, you can continue using the pcAnywhere console integration even after upgrading your ITMS setup to 7.6 or 8.x. Even though ITMS version 7.6 enforced the removal of pcAnywhere console integration, the pcAnywhere application was still available for use.

If you are an existing pcAnywhere Solution user and would like to upgrade to ITMS 7.6 or 8.x and continue to use pcAnywhere, refer to the following table that takes you through the upgrade process:

Currently on versions Steps to
Upgrade to ITMS 8.x via ITMS 7.6 Upgrade directly to ITMS 8.x

ITMS 7.1 SP2 MP1.1

and

pcA 12.6.7

1. Apply pcA 12.6.7 HF1 (DOC6435)

2. Upgrade to ITMS 7.5 SP1 and pcA 12.6.8 (DOC7310, DOC7338)

ITMS 7.5 SP1

and

pcA 12.6.8

3. On Notification Server (NS), upgrade ITMS to version 7.6 (DOC8113)
Important: Do not roll out the Symantec Management Agent upgrade to the client computers.

4. On NS, apply ITMS 7.6 HF1 (DOC8505)

5. Roll out the SMA 7.6 HF1 upgrade to the client computers (Refer to the Upgrade to ITMS 7.6 Hotfix 1 before upgrading your ITMS 7.6 agents section in this KB)

6. Upgrade to ITMS 7.6 HF7 (DOC9152)

7. Upgrade to ITMS 8.0 or ITMS 8.1 (Upgrade, DOC8629, DOC8629 )

Note: In IT Management Suite 8.0, the Symantec pcAnywhere Solution Remover component is not included.

3. Upgrade to ITMS 7.5 SP1 HF5 (DOC7954)

4. Upgrade to ITMS 8.0 or ITMS 8.1 (Upgrade, DOC8629, DOC9471)

Note: In IT Management Suite 8.0, the Symantec pcAnywhere Solution Remover component is not included.

Upgrade to ITMS 7.6 HF1 before upgrading your ITMS 7.6 agents

  • On NS, upgrade to ITMS 7.6 Hotfix 1 before you upgrade the Symantec Management Agent (SMA) on the managed endpoints to version 7.6.
  • After you upgrade Symantec Management Platform (SMP) to version 7.6, make sure that the Symantec Management Agent upgrade policies are disabled until you upgrade to 7.6 HF1. This step will ensure that the pcAagent plugin is available on the managed computers.

Recommendation: After following the suggested steps, you can continue to use pcAnywhere Solution as you did prior to the ITMS 7.6 upgrade. You can integrate other third-party remote access tools such in the console's right-click menu using the Remote Access Connector that was introduced in ITMS 7.6.

Modify pcAnywhere host configuration to enable the pcAnywhere Settings – Windows policy

If you have upgraded ITMS from 7.5 or an earlier version to 8.x, use the following steps to modify the host configuration manually to enable the pcAnywhere Settings – Windows policy. It is assumed that during the ITMS upgrade, the pcAnywhere Solution files are accessible.

To modify the pcAnywhere host configuration, use the following steps:

Decrypt the pcAnywhere host configuration files

  1. From the Notification Server computer desktop, click the Symantec pcAnywhere icon to launch pcAnywhere Manager.
  2. Switch to the Advanced view and open the Hosts view.
  3. Create a New item and name it as “pcANSHost”.
  4. Configure this new item (“pcANSHost” as required).
  5. After you create the new configuration, download the awFileMgrGUI utility from the following article: http://www.symantec.com/docs/HOWTO75111
  6. Decrypt the host files using the awFileMgrGUI utility.
  7. Copy the decrypted files to a central location (most commonly used folder is the NSCap folder on NS)

These decrypted files can be deployed to the host systems by stopping the host service and copying these files over the existing host by the same name and the host services can then be restarted.

Automate the deployment of the decrypted pcAnywhere host files using your ITMS server

Note: If you double-click the decrypted files on a system that has pcAnywhere, the files will try to launch. Once they have launched they will no longer be decrypted and cannot be used for deployment. The decryption steps mentioned earlier above must then be followed again.

  1. Open the Symantec Management Console and navigate to the Manage > Jobs and Tasks menu.
  2. Create a New item by selecting the Client Tasks option from the context menu.
  3. Assign a name to the new configuration. For example, “pcAConfiguration”.
  4. Configure the task to Run script as follows:
    1. In the right pane, navigate to the New > Task.
    2. Select Run Script.
    3. For example, see the following screen shot. Update with file name and folder paths that are applicable for your environment or setup.

  1. Navigate to the Advanced settings and enter the credentials of the user with access to the NSCap folder (or the location that you choose in step 7).
  2. Run the task on the selected client computer where you want to apply the new configuration.
  3. After task runs successfully on the selected client computer, try to access the computer remotely using the new configuration.

Limitations of running pcAnywhere Solution along with ITMS 8.x.

  • Using this workaround, you can configure only a Windows client and NOT a Mac or a Linux computer.
  • The respective database tables of pcAnywhere where the client configuration details are stored do not get updated by using this workaround.
  • This workaround has to be run on the ITMS server that used to have a functional pcAnywhere solution installation on it. This can’t be run from a clean ITMS 8.x server because it will not have the needed pcAnywhere application files.
  • The pcAnywhere host security and encryption report does not work.
  • "pcAnywhere Settings - Windows" policy page will not open in 8.x (unlike 7.6 following the steps in HOWTO110286 and replacing the web.config file). TECH46596 

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