Empty or missing Global Address Book in RC Viewer console

Products

• CA Client Automation - IT Client Manager
• CA Client Automation
• CA Client Automation - Remote Control

Issue/Introduction

In Remote Control Viewer some Global Address books are missing or incomplete

In logs TRC_REPORTER*.log 

280722-10:05:25.6908503L|006052|0000189c|VIEWER |rcAddressBook | |000000|INFO | GetBookInfo: Address book = E52BD68A16ADFC4E99CC42062089839E 
280722-10:05:25.6925624L|006052|0000189c|VIEWER |rcAddressBook | |000000|INFO | CRCAddressBook::LoadAddressBookFromFile: loading file: C:\Users\admin123\AppData\Roaming\CA\RemoteControl\winnt-abc-admin123-comp1.xml user: <UserName>
280722-10:05:25.6927158L|006052|0000189c|VIEWER |rcAddressBook | |000000|INFO | CRCAddressBook::CreateEmptyDataBase: file: C:\Users\admin612\AppData\Roaming\CA\RemoteControl\winnt-abc-admin123-comp1.xml user: <UserName>

Environment

Client Automation - Any Versions

Resolution

Problem could be caused by a conflict with Antivirus.

Realtime Antivirus Agent blocks file creation/deletion actions made by egc30n.exe under C:\Users\<user>\AppData\Roaming\CA\RemoteControl

Check the settings of Antivirus Agent or check if it is possible to exclude the directory C:\Users\<user>\AppData\Roaming\CA\RemoteControl from the realtime scan

Additional Information

Example :

There is a conflict with process fcag.exe (C:\Program Files\McAfee\DLP\Agent\fcag.exe - McAfee DLP Endpoint Agent 11.6.500.17)

 

egc30n.exe has created the file C:\Users\<user>\AppData\Roaming\CA\RemoteControl\winnt-xxxxxx.xml with a size of 1555 bytes

 

Then it creates the file C:\Users\<user>\AppData\Roaming\CA\RemoteControl\winnt-xxxxxx.xml.tmp with a size of 1772 bytes

 

Next it tries to delete the file C:\Users\<user>\AppData\Roaming\CA\RemoteControl\winnt-xxxxxx.xml and rename the file C:\Users\<user>\AppData\Roaming\CA\RemoteControl\winnt-xxxxxx.xml.tmp as C:\Users\<user>\AppData\Roaming\CA\RemoteControl\winnt-xxxxxx.xml

 

But it seems that fcag.exe blocks the deletion of file winnt-xxxxxx.xml

And rename action is failing

 

Due to this egc30n.exe creates an empty file winnt-xxxxxx.xml with a size of 172 bytes