Multicolor Display Distortion in Client Automation Remote Control Sessions

Products

• CA Client Automation - IT Client Manager
• CA Client Automation

Issue/Introduction

When initiating a Remote Control session in ITCM 14.5, the viewer displays a distorted multicolor/rainbow screen instead of the actual desktop. This problem occurs when a laptop is connected to a desktop monitor

Example :

Environment

Client Automation 14.5

Cause

This issue typically occurs due to a conflict between the DXGI (Desktop Duplication API) video capture mode used by the ITCM agent and the host machine's display drivers. The distortion often happens when there is a mismatch in how color depth is handled between the Viewer and the Host.

Resolution

1. Open a case at Broadcom Support and ask for fix T5J8151.
   This fix contains some changes and more logging in case problem persists.
   
   
2. Install the fix T5J8151 on RC host machine with display color problem
   
   
3. Execute this on the RC Host and RC Viewer machine
   cftrace -c set -l DETAIL -f URC -s 50000 -ln 10
   
   
4. Check if problem is resolved.
   
   
5. If problem persists, please collect the logs :
   DSM\logs\TRC_URC* from RC Viewer and RC Host machines
   
   And send them to Broadcom via the case created in step 1