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    LANDesk(R) Management Suite v2.x: Desktop Remote Usage Tips

    Contents:

    • LANDESK(R) MANAGEMENT SUITE V2.0X: DESKTOP REMOTE USAGE TIPS
    • UNABLE TO GET MODEM ACCESS TO SUPPORT HIGHER BAUD RATES THAN 19.2K.
    • "PERMISSION DENIED"
    • SKYTEL SETTINGS
    • POOR PERFORMANCE USING DESKTOP MANAGER CONTROL VIA DESKTOP REMOTE
    • "MODEM IS NOT READY (OR ITS DSR SIGNAL IS DOWN)"
    • TROUBLESHOOTING THE MODEM
    
    

    LANDESK(R) MANAGEMENT SUITE V2.0X: DESKTOP REMOTE USAGE TIPS

    
       This document discusses issues commonly encountered with Desktop Remote.
    
       It supplements the files in LANDesk(R) Management Suite's Readme Viewer.
    
    
    
       Desktop Remote enables you to control stations at remote sites that do
    
       not have network lines to yourv office or to cvontrol workstations from
    
       a portable computer while you are on the road.
    
    
    
       Desktop Remote includes modem definitions that have been preconfigured
    
       to work with Desktop Remote.  this list represents a database of
    
       configurations for several popular modems.  Modem definitions determine
    
       the modem commands that Desktop Remote uses to control each modem you
    
       select.  To determine the command strings appropriate for your modem(s)
    
       refer to the documentation that came with your modem.  In some cases,
    
       there could be new string configerations on certain modems and the
    
       manufacture of that modem would be the point of contact to tell you of
    
       those updates/ changes.
    
    
    
       The command strings that Desktop Remote uses to control your modem are
    
       explained in the following table: Initialize sets your modem to a
    
       predefined state before initiating or receiving a phone call.
    
    
    
       Dial                 Instructs the modem to dial a phone number.
    
    
    
       Hang-up         Instructs the modem to hang up the phone.
    
    
    
       Deinitalize      Returns the modem to a preconfigured state, when
    
       closing Desktop Remote.
    
    
    
       Once you have connected to a host, the host's screen appears in a Viewer
    
       window on your workstation.  You have control over the host workstation
    
       at this point.  On the host workstation, the Desktop Remote host icon
    
       changes to a remote control icon and the caption becomes "Being
    
       Accessed." Do not close the Desktop Remote application or exit Windows*
    
       on the host workstation.  If either application is closed, your session
    
       with the host is lost and you may not be able to reconnect to the host. 
    
       Refer to your Tools Guide for more details on how to run and configure
    
       Desktop Remote.   
    
    
    
    

    UNABLE TO GET MODEM ACCESS TO SUPPORT HIGHER BAUD RATES THAN 19.2K.

    
       Symptom:
    
       Unable to get Desktop Remote modem access to support higher baud rates
    
       than 19.2k.
    
    
    
       Description:
    
       The current LANDesk(R) Management Suite (v2.01a) design implementation
    
       supports up to 19.2k baud only.
    
    
    
       Solution:
    
       Downgrade the modem speed on both ends to 19.2k and Desktop Remote will
    
       connect. Intel is looking at providing higher modem speed support in
    
       future releases.
    
    
    
    

    "PERMISSION DENIED"

    
       Symptom:
    
       Error message: "Permission denied" error occurs during the local (Admin)
    
       backup in LANDesk(R) Management Suite v2.01 Software Distribution Step
    
       1.
    
    
    
       Description:
    
       This is due to a "SEARCH MODE = 5" statement in the NET.CFG file.
    
    
    
       According to the Novell documentation:
    
       "Mode 5 causes the DOS Requester to always look in the search drives,
    
       even if the application specified a path."
    
    
    
       If Distribute is trying to copy a file to
    
       "\\server\vol\NOTpublic\filename" and there is a file named "filename"
    
       in "\\server\vol\public" (and public is mapped to a search drive, of
    
       course), then Distribute will actually copy over the file in
    
       "\\server\vol\public", even though it gave a specific path of
    
       "\\server\vol\NOTpublic".
    
    
    
       Solution:
    
       Remove the line "SEARCH MODE=5" in the NET.CFG file.
    
    
    
    

    SKYTEL SETTINGS

    
       Skytel's alphanumeric service is at 800 SKY-MEMO. Settings are 80 chars,
    
        300 baud, 7 data, even parity, 1 stop (These are the defaults for the
    
       "Generic" Service).
    
    
    
    

    POOR PERFORMANCE USING DESKTOP MANAGER CONTROL VIA DESKTOP REMOTE

    
       Symptom:
    
       Poor performance when using Desktop Remote to control the adminstrator
    
       workstation then launching Desktop Manager to control another. The poor
    
       performance doesn't surface until Desktop Manager controls another
    
       workstation.
    
    
    
       Description:
    
       In previous releases of LANDesk(R) Manager, there were no problems
    
       running Desktop Access with Desktop Remote.  In order to provide better
    
       font matches, LANDesk Management Suite Desktop Manager has a new feature
    
       called Font Glyphs which is turned on by default. It allows for better
    
       cosmetics matching fonts on workstations with different video
    
       resolutions. The extra bandwidth required to use Font Glyphs does not
    
       noticeably slow down direct desktop control, but the modem bandwidth
    
       with Desktop Remote DOES make the performance very slow.
    
    
    
       Solution:
    
       When using Desktop Remote, Choose Options|Control Options and mark the
    
       Suppress Font Glyphs box "on" in Desktop Manager to turn off Font
    
       Glyphs.
    
    
    
    

    "MODEM IS NOT READY (OR ITS DSR SIGNAL IS DOWN)"

    
       Symptom:
    
    
    
       LANDesk(R) Manager error "Modem is not ready (or its DSR signal is
    
       down).  Please check your modem's cable and power connections."
    
    
    
       Solution:
    
       Make sure that the modem is turned on and that the serial cable hasn't
    
       come loose. Check to see that another communications application
    
       (Procomm Plus, Windows* Terminal, etc.) is not currently using the port.
    
    
    
       If using a MultiTech modem, try the following init string:
    
    
    
            AT&F&SF1&S0&C1&D2
    
    
    
    

    TROUBLESHOOTING THE MODEM

    
       Q1:  Do the modem lights blink?  Does it look like WinBEEP can
    
       communicate with the modem?
    
    
    
       A1:  If not, verify the port setting, close all other communications
    
       applications, and reset the modem (turn it off and on).  If you are
    
       using COM3 or COM4 for your modem, and you have other devices on COM1
    
       and COM2, then you may have an IRQ conflict.  As a test, try removing
    
       the device from COM1 or COM2, and putting your modem on that port
    
       (remember to change the Com Port setting in AlertLog).
    
    
    
       Q2:  Do you hear a <click> and a dial tone?  Do you hear the number
    
       being dialed?
    
    
    
       A2:  If not, AMS may be having difficulty initializing your modem. 
    
       Verify that the modem selection in [Manage|Events]  matches your modem. 
    
       If your modem is not listed, try using a modem that is in the supported
    
       modem list.  Also, you may want to try a different baud rate.  Some
    
       modems have problems initializing at certain baud rates. As a rule of
    
       thumb, a baud rate of 300 should be selected.   
    
    
    
       The initialization string should disable flow control, data compression,
    
       and baud rate negotiation.  It should also use DTR to hang up in the
    
       reset string.
    
    
    
       Q3:  Do you hear the modem "negotiation" sounds of two modems talking to
    
       each other?
    
    
    
       A3:  If not, then you may need to dial another number.  Try calling the
    
       number from a regular phone.
    
    
    
       Q4: The modem dials and tries to connect, but then drops the carrier and
    
       radials.
    
    
    
       A4:  Verify your settings with your service provider.  Also, verify that
    
       the init string resets the modem to factory defaults, and that error
    
       control, data compression, and baud rate negotiation have been disabled.
    
    
    
       Note:   As you can see, COM1 shares IRQ 4 with COM3, and COM2 shares IRQ
    
       3 with COM4.  In other words, you may experience problems trying to use
    
       a device on both COM1 and COM3 (or COM2 and COM4) at the same time. 
    
    

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