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pcAnywhere for Windows 95/98 and Windows NT Version 9.0 Copyright 1999 Symantec Corp. All Rights Reserved. 04-JUN-99 ====================================================================== Thank you for choosing pcAnywhere If you experience problems with pcAnywhere, please check the manual and this document for any information that may pertain to your problem. We also encourage you to check the Tech Support FAQ's location (see address below) which contains useful information pertaining to various pcAnywhere questions. If this information does not help, you can contact Symantec Technical Support at (541) 465-8565. We also provide the following online service and support options: Internet HTTP://WWW.SYMANTEC.COM (Online Chat, Technical Support, Downloads) FTP.SYMANTEC.COM (downloads only) News Server HTTP://SERVICE.SYMANTEC.COM (Tech Support FAQ's) Symantec BBS (541) 484-6669 CompuServe Type "GO SYMANTEC" at any prompt America Online Type keyword "SYMANTEC" ====================================================================== This file includes additions and changes to the printed manual. It also includes important upgrade, troubleshooting and compatibility information. Please read this information before using pcAnywhere. This document is organized into four sections: 1. Installation 2. Compatibility 3. Corrections and Additions 4. Technical Notes ====================================================================== 1. INSTALLATION ====================================================================== Upgrading from a previous Version of pcAnywhere ----------------------------------------------- If you have a previous release of pcAnywhere installed, either uninstall the previous version FIRST then install version 9.0 or install to the same folder as your existing version. Attempting to keep both versions can cause pcAnywhere version 9.0 to function incorrectly. NETWORK INSTALLATIONS --------------------- Administrators creating a pcAnywhere NT workstation installation from a network drive need to alter the "Add Be A Host" template before workstation users begin to create Host session items. The default template setting "Run as a Service" should be unchecked if Host items files are stored on the network. Host files stored on a network drives will not launch if "Run as a Service" is checked. Do not restrict access to the pcAnywhere installation directory by setting callers' security privileges to "No Access". Callers must be given read-access to these files. In order to access Administrator options, a workstation install must be performed on the Administrator's machine. If the /A option is invoked without first installing a workstation, you will not be prompted for an Administrator password. If Host or caller files are located on a network drive, you will not have access to the "Launch Host at startup" feature. STANDALONE INSTALLATIONS ------------------------ It is not recommended to install the standalone version of pcAnywhere on your network. Installing the standalone version on the network instead of the local drive will cause a "Device file aw_host.386 cannot be found" error upon reboot after the installation. If you wish to use pcAnywhere from the network please use workstation installations. INTERNATIONAL INSTALLATIONS --------------------------- Installing the International English version of pcAnywhere on a PC that has a Internationalized Symantec product already installed will cause your existing LiveUpdate to be replaced by International English version of LiveUpdate. CORPORATE CUSTOM INSTALLATION ----------------------------- The SMS Integration option refers to SMS 1.2 only NORTON HELP DESK ASSISTANT INSTALLATION --------------------------------------- Users planning on upgrading Norton Help Desk Assistant with 9.0, you must uninstall the previous version of pcAnywhere first. PCANYWHERE CUSTOM CONFIGURATION UTILITY --------------------------------------- When configuring custom settings, if the checkbox "pcAnywhere Host Administrator" is checked then the checkbox "Allow pcAnywhere to be remotely managed" must also be checked. ====================================================================== 2. COMPATIBILITY ====================================================================== pcAnywhere 5.0 for DOS pcAnywhere 2.0 for Windows pcAnywhere 7.x for Windows 95 and Windows NT pcAnywhere 8.x for Windows 95 and Windows NT -------------------------------------------- * pcAnywhere 2.0x TCP/IP Hosts can be made visible to a pcAnywhere Remote browse list in two different ways: 1. Specify the Host IP explicitly on the Remote TCP/IP browse list, located under Application Options, or 2. Enhance TCP/IP on older pcAnywhere 2.0 Hosts with the file (AWCMTCP.DLL). This file is included in the self extracting file Ports_20.exe which is available on the Symantec BBS or Symantec forum on CompuServe. * Previous versions of pcAnywhere (2.0, and 7.x) do not support Host conferencing. pcAnywhere v9.0 Conferencing hosts will be shown as BUSY in version 2.0 and 7.x remote host lists. * Data Conversion The master password from a previous installation of pcAnywhere 2.0x should be disabled before converting files. Data files configured as "Shared" under a previous Administrator installation of pcAnywhere cannot be converted to pcAnywhere. FILE TRANSFER ------------- The "Desktop" folder is not supported on a pcAnywhere 8.0x or earlier host. To transfer to the host's desktop, use pcAnywhere File manager to locate the host desktop folder (usually \windows\desktop). WINMODEMS --------- pcAnywhere users experiencing problems with Winmodems should contact the modem manufacturer to obtain the latest drivers for these devices. MICROSOFT INTERNET EXPLORER --------------------------- The option "allow pcAnywhere to be remotely managed" requires a key be set in the operating system concerning communications. As a result, Microsoft IE may request dial-up networking at startup. To disable this option, refer to the following Microsoft knowledge base article for instructions: Article ID: Q175312 or run the file REMDCOM.REG, located in the pcAnywhere install folder. KEYBOARD -------- If you have problems with your remote keyboard (such as non-ALT keys selecting menus) when connected to a pcAnywhere NT Host, try individually pressing the ESC, Left and Right Shift, ALT, or CTRL keys. NORTON SYSTEM CENTER -------------------- Please distribute NSC agents to Windows 95/98 machines before distributing pcAnywhere install images. If distributing to a target machine without an agent installed, an initial distribution of the pcAnywhere install will not complete. Once a NSC NT Server connects to a client, it creates a key.ini file in the \nagent directory on the client. This file is used to serialize the NSC Server. To allow another NSC Server to distribute to that client, the key.ini file must be deleted. Once the key is deleted, another NSC Server can distribute to that client and set the key.ini file. NORTON ANTIVIRUS 2.0 for 95 and NT ---------------------------------- If you have your pcAnywhere Host set to Launch at Startup and you reboot your host computer NAV might halt the reboot process when a virus is found. To allow NAV to inoculate the virus and complete the reboot so that you may reconnect to your host computer set the following options in NAV. 1. In the Alert tab set "Remove Alert Dialog after __ Seconds" to a numeric value. 2. In the Inoculation tab Disable "Inoculate Boot Records and System Files" to skip this action OR Set Inoculation to "Inoculate Automatically" for when an item has not been inoculated or changed. 3. In the Auto-Protect tab set "When a Virus is Found" to "Repair Automatically" WinFAX 9.0 Fax/Data CALL DISCRIMINATION --------------------------------------- Please note that if you are running TalkWorks PRO please see topic FAX DATA/VOICE DISCRIMINATION. In order for WinFax to give control of an incoming telephone call to a waiting pcAnywhere Host, the WinFax feature "Call Discrimination" must be enabled. To enable call discrimination in WinFax, follow the procedure below: 1. In WinFax, launch "Program Setup", double-click "Receive" and move to the "Advanced" tab. 2. Enable "Direct all data calls to an available data communications program". 3. Click on OK and close out Program Setup. Run WinFax (using the Controller only is fine as well). Ensure WinFax is in "Automatic Receive" and start the pcAnywhere Host. WinFax will answer the call. If it is a fax call, WinFax will handle it as normal. If it is a data call, WinFax will hand the call off to pcAnywhere. What to do if the "Call discrimination" option is grayed out: If your modem is capable of call discrimination, you may still be able to use the feature, however modifications to the Windows registry may have to be made. For assistance with this, please contact WinFax Technical Support. To check if your modem is capable of call discrimination before contacting Technical Support, please follow the procedure below: 1. Open HyperTerminal and call this new session "Test". 2. When it prompts for a telephone number, put in 9999 and click on dial and then click CANCEL. 3. On the blank screen type ATZ. Don't worry if you do not see this on screen, just type it in and hit enter. It should respond "OK". 4. On the screen type AT+FAE=1 and hit enter. 5. If the response is "OK", the modem should support call discrimination in Class 1 Fax mode. 6. If the response is error, type AT+FAA=1 and hit enter. 7. If the response is "OK", the modem should support call discrimination in Class 2 Fax mode. 8. If the response is error, the modem does not support call discrimination in either Class 1 or Class 2 Fax mode. Please contact the modem manufacturer for more information. If your modem is found to support call discrimination in either Class 1 or Class 2 Fax mode and the "Direct data calls to an available data communications program" option is not available, please contact WinFax Technical support for more information. FAX/DATA/VOICE CALL DISCRIMINATION For 3-way call discrimination between FAX, DATA and VOICE calls, Talkworks PRO must be installed. Please reference the TalkWorks PRO manual for instructions on setting up a "DATA" Mailbox. WINDOWS NT ---------- For optimal performance under Windows NT, it is recommended that pcAnywhere NT Hosts are configured to "Run as a Service". Under Microsoft NT 4.0, go to the control panel, click "System", click the "Performance" tab and move the slider bar all the way to the LEFT. Foreground and background tasks are now equally responsive. You may experience difficulty changing desktop resolution and color depth under Windows NT 4.0 in certain conditions such as installing new video card hardware or changing between VGA (safe mode) and back again. To resolve this problem: 1. Uninstall pcAnywhere 2. Within the NT Control Panel, change to the proper resolution 3. Reinstall pcAnywhere If you are using NT Authentication and you are using an NT Domain user to login into to a pcAnywhere host then that user must be given "Log On Locally" rights. If the NT Domain user account does not have this NT User right you will not be able to login to your host. Users experiencing problems with applications being removed from the Windows System Tray after logging into Windows NT should disable Active Desktop on the host machine. Additionally, uncheck "Disable Host's Active Desktop" in Application Options on the remote. NT 4.0 Hosts configured for SPX protocol will remain in the remote's SPX host list as an available host after the host has been canceled. To solve this problem you must add the SAP agent to your HOST'S Network configuration. To add the SAP agent perform the following steps on your NT host: 1. Open Control Panel, 2. Select Network 3. Select Services 4. Select ADD button 5. Select SAP AGENT from the list Note: If you have a service pack already installed it must be reapplied after adding the SAP Agent. WINDOWS 95 ---------- On Windows 95 remotes only, when selecting CTRL+ALT+DEL in session, the CTRL and ALT key are left in the depressed state on the host. In session, it may appear as if the keyboard is locked. To correct this, the key may be toggled again on the remote or the focus can be changed to the remote desktop and back to the pcAnywhere terminal window. If you have Microsoft's Dialup Networking v1.2 for Windows 95 installed, it is recommended that you update to the latest version of Winsock 2. For more information about this update and how to install it please contact Microsoft. WINDOWS 98 ---------- pcAnywhere version 2.0x does not support the Windows '98 operating system. When using Windows '98 please use pcAnywhere 9.0. WINDOWS 2000 SUPPORT -------------------- At the time of this product release, Windows 2000 is a beta Operating System (OS). Due to the frequent changes made while developing a beta OS, Symantec cannot guarantee any level of functionality of pcAnywhere with Windows 2000. Please note that pcAnywhere Technical Support does not provide support for beta applications and OS's. Any comments or suggestions concerning pcAnywhere and Windows 2000, however, are gladly accepted via email at pca_nt5@symantec.com. In addition, information regarding Windows 2000 and pcAnywhere is available at the following Internet URL: http://service1.symantec.com/SUPPORT/pca.nsf/docid/1998120913501012 MICROSOFT VISUAL C++ -------------------- Disconnecting from a pcAnywhere host from a machine with a compile in progress may cause an error in the compiler. To remedy this, try deselecting the feature "Optimize Host Desktop" on the remote before connecting. MSN v2.6 -------- Installing MSN v2.6 over pcAnywhere v9.0 will generate and error message regarding MFC42.DLL. The file being copied is older than the file installed by pcAnywhere. Reinstall pcAnywhere v9.0 and when prompted to overwrite the MFC42.DLL file, select YES. INTERNATIONAL ISSUES -------------------- On Windows 95aJ remotes only, when selecting CTRL+ALT+DEL in session, the CTRL and ALT keys are left in a depressed state on the host. Currently the Connection Dialog Host List does not support Double Byte Character Sets (DBCS). This may cause some displaying problems. You will still be able to connect to the Host, but the name will contain different characters. NEC PC98 users - If your ALT key (GRPH) locks in session, contact NEC or your computer distributor for the keyboard driver upgrade, with the filename KBD98UPD.EXE. NEC PC98 users running Japanese Win95-OR6 - If your ALT key locks in a DOS session, shut down the DOS window and relaunch another DOS box. When using a Diamond Viper V330On with pcAnywhere running on a Simplified Chinese Win95 OSR2 in 16bit high-color, file transfer icons may be displayed incorrectly. Updating to the latest video driver corrects the problem. After pressing the Windows key on the remote, the host may no longer accept alphabetic characters when typed from the remote. To correct this problem, press the Windows key again once or twice quickly on the remote. NOVELL NETWARE -------------- Multiple sessions using IPX connections are not supported under Microsoft Windows 95. The NetWare Client for NT must be installed BEFORE pcAnywhere is installed. If you install the client after pcAnywhere is installed you will lose functionality for both the client and pcAnywhere. DIRECTORY SERVICES ------------------ The Console One utility used in Novell NDS version 8 creates users arbitrarily with a UID instead of a CN. If this happens, modify the LDIF file to use the UID instead of the CN. ISDN/CAPI --------- AVM/A1 cards running the North American CAPI drivers (Windows 95) do not support channel bonding. Checking "Attempt Channel Bonding" in pcAnywhere may produce unpredictable results. Contact AVM for information on updated drivers. If you plan to use channel bonding, make sure the host option called "attempt channel bonding" is enabled on the pcAnywhere host. Some CAPI devices did not handle communication errors properly. If there is a problem connecting with CAPI devices, please enable "pcAnywhere encryption" to solve this problem. Some ISDN terminal adapters install TAPI device drivers to access the ISDN hardware that do not support the X.75 protocol. These TAPI devices do not work directly with pcAnywhere. Instead, create a dial-up networking object with the TAPI driver and use it with a pcAnywhere remote object. Please refer to Appendix C in the pcAnywhere user guide for information on dial-up networking. If you perform Callbacks over ISDN with channel bonding enabled, channel bonding must also be enabled on the remote machine. IPX --- Users experiencing problems with file transfers using the IPX protocol, should change "Maximum Connections" to 60 and "Maximum Sockets" to 60. These changes can be made by selecting properties for the "IPX\SPX Compatible protocol" listed in the "Network" section of the Control Panel. INFRARED -------- In-session video performance on NT and 95 could be slowed when displaying the Microsoft's Infrared icon in the taskbar. To avoid this problem perform the following steps: 1. Open Control Panel and select Infrared 2. Select Monitor Preferences 3. Disable the option "Display the Infrared Icon in Taskbar" VIDEO ADAPTERS AND GRAPHICS ACCELERATORS ---------------------------------------- If you experience problems with a 3D graphics accelerator video adapter, you may need to disable some of the adapter's advanced accelerator features. * Testing with the Matrox Millenium indicates that the PowerGDI Acceleration option should be disabled when the adapter is used with a pcAnywhere Host. MODEMS ------ If you experience connection problems using modems under WIN95, try lowering the default FIFO buffer settings, or changing the default data rate. These options are found in the modem's Connection property page, under the headings "Port Settings" and "Maximum Speed". WINDOWS NT REMOTE ACCESS SERVICE (RAS) -------------------------------------- * To avoid modem conflicts with the Remote Access Service and pcAnywhere modem hosts, a pcAnywhere network host may be set up instead. For more information, refer to the pcAnywhere manual under "Remote Networking". * A remote node dialing into RAS does not have its machine name posted for pcAnywhere to detect. To Connect to a pcAnywhere host on the remote node, specify the remote node's IP address. MICROSOFT QuikRes ----------------- Changing the pcAnywhere host desktop resolution or color depth on-the-fly with the freeware program "QuikRes" may cause the host to lose desktop optimization or end the connection. TCP/IP FIREWALL SECURITY ------------------------ Network administrators may configure their network security to allow TCP/IP connections over the Internet. pcAnywhere uses two ports, 5631 and 5632, which must be left open by the system administrator to allow connections through the firewall. SECUREMOTE ---------- A pcAnywhere user with SecuRemote installed trying to connect to a computer behind a Checkpoint Firewall by dialing a RAS host with SecuRemote also installed will fail to connect. Removing the SecuRemote installation from the RAS host will allow pcAnywhere connections through the firewall. SecuRemote is designed to allow users to connect securely from outside a firewall. pcAnywhere users with machines within a firewall wishing to connect to a Host outside the firewall must first disable SecuRemote on the pcAnywhere Host machine. UNICENTER TNG ------------- When the Repository is created, the integration of pcAnywhere is removed. You need to reinstall pcAnywhere to reintegrate with Unicenter TNG. ACTIVITY LOG PROCESSING ----------------------- pcAnywhere 9.0 does not support Activity logs created by earlier versions of pcAnywhere. ====================================================================== 3. CORRECTIONS AND ADDITIONS ====================================================================== ENCRYPTION ---------- pcAnywhere provides two unsupported utilities (MACHKEY.EXE and CertCons.exe) to help configure and manage your OS's encryption configuration. Machkey.exe is a utility that must be run to enable a Windows NT host that runs as a service, or a Windows 9x host that launches with Windows, to use Public-Key level encryption. CertCons is a utility that creates a certificate store from a list of certificates or existing certificate stores. For more information on these utilities refer to the "Strong Encrytion" Whitepaper located in the "Docs" folder on the pcAnywhere CD. HOST CONFERENCING ----------------- It is recommended that the host conferencing PC be a high-end Pentium class computer, especially if a large number of remotes (i.e. 50 or more) will be connecting to the conferencing host. HOST ADMINISTRATOR ------------------ To manipulate host services on other NT PCs outside of an NT Domain, both the PC running the Host Administrator and the NT PCs you wish to manipulate must have the same NT account name, password, and Administrator rights. This does not apply when manipulating pcAnywhere host services on NT PCs within a domain. In this scenario all NT PCs need only to be logged into the Domain with any account with Administrator rights. The Host Administrator cannot access the client log file with a pcAnywhere host running. Disable the pcAnywhere host before accessing this file. When requesting the status of a host, the pcAnywhere Host Administrator will pause until the process is complete. If the client is configured to save the pcAnywhere log file to a location other than the \data directory, the Host Administrator will not be able to locate the activity log. Attempting to start a pcAnywhere Host from a pcAnywhere workstation install is not supported for this release. FAULT TOLERANT BOOTING ---------------------- Because all hardware works differently, pcAnywhere 9.0 may be incompatible with your video card or the drivers that it uses. pcAnywhere has a built-in mechanism to detect this and disables itself when this type of scenario is encountered. If, during boot-up, you see the PC reboot itself it may be that pcAnywhere has noticed the incompatibility and is in the process of disabling itself. Please note that pcAnywhere does not completely disable itself, it just changes the defaulted Video Acceleration Mode to "Compatibility" which works with all video cards and drivers. CALLER SECURITY OPTIONS ----------------------- Under Security Options, the feature "Prompt to confirm connection" will only function for those callers that are not SuperUsers (that is, those who have individual caller privileges defined). CALLER AUTHENTICATION --------------------- Administrators wishing to utilize "Windows authentication with pcAnywhere privileges" on Windows 9x machines, must create a hidden share on the Primary Domain Controller called pcanywhere$. In order to authenticate to a Windows 9x pcAnywhere Host, the Host machine must be in a logged off state or logged in as the user being authenticated to the Domain. SCRIPT LANGUAGE --------------- pcAnywhere v9.0 scripting language is now year 2000 compatible. All date functions now require four digit values and will not work when executed in version 7.x. If your version 9.0 script does NOT contain date functions then your script should operate correctly when executed in version 7.x. OLE --- pcAnywhere Host objects do not support OLE when they are "Run as a service." Disable this feature when launching Host objects embedded within other applications or run from the file manager. TCP/IP ------ When specifying TCP/IP Host names to connect to, lowercase extended ASCII characters (e.g. "÷") cannot be used, or the name will not appear on the list of available Hosts. If the pcAnywhere Remote loses a TCP/IP connection during a file transfer, the Host may not go back to waiting. This condition is caused by the behavior of TCP/IP Winsock. One or more registry keys can be set to affect the behavior of Winsock. See Microsoft Knowledge Base article Q140325 for more information. MULTI-PROCESSOR SYSTEMS ----------------------- If you are experiencing any problems with video painting or display Speed during a pcAnywhere session on multi-processor systems try the following registry key called ProcessorMask: To add or modify these Registry entries, use the following steps: 1. Run the Registry Editor (REGEDIT.EXE or REGEDT32.EXE) 2. Edit the key: HKEY_LOCAL_MACHINE\SOFTWARE\Symantec\pcAnywhere\CurrentVersion\Host 3. Create or edit the DWORD value with the ProcessorMask name. 4. Assign the desired value to the entry. 0 = This would be the default value and would force pcAnywhere to use all processors in the system. 1 = This would force pcAnywhere to use only the first processor in the system. Use this to solve the video and speed issues. ====================================================================== 4. TECHNICAL NOTES ====================================================================== INTERNET CHAT ------------- pcAnywhere offers the ability to run any application from the remote control online toolbar. This is especially useful for Internet Chat programs, since the pcAnywhere user can both hold a voice conversation and control a PC remotely at the same time. To enable and configure this feature, run the application RTCONFIG.EXE, located in the pcAnywhere install folder. PERFORMANCE ENHANCEMENTS ------------------------ The following suggestions help optimize performance of the pcAnywhere session: Whenever possible, pcAnywhere users should select the SPX protocol over IPX when making pcAnywhere connections. Users needing to make pcAnywhere connections with IPX can improve performance by adding the following registry key called QueueSize: 1. Run the Registry Editor (REGEDIT.EXE or REGEDT32.EXE) 2. Edit the key: HKEY_LOCAL_MACHINE\SOFTWARE\Symantec\pcAnywhere\CurrentVersion\System 3. Create a DWORD value with the QueueSize name. 4. Assign the value of 80 decimal. **Please note, this entry may adversely effect the performance of other connection types and should be deleted before other connection types are used. pcAnywhere can accurately display from 2 to 16 million colors in a remote control session. Reducing the number of colors pcAnywhere displays will speed-up remote control sessions. By default, pcAnywhere displays 256 colors. When connected to a pcAnywhere host under Windows NT 4.0, the use of non-standard cursors (Ex. High-colored or animated) may cause unpredictable results, such as improper translation of the cursor on the remote and/or markedly slowed session performance. Those who see a performance decrease when opening a DOS window on a pcAnywhere NT Host can improve the speed by altering NT tasking, located under System in the Control Panel. The default setting should be changed from "Best Foreground Application Response Time", to "Foreground and Background tasks equally responsive". If you experience slow performance when connected to a pcAnywhere host from pcAnywhere 5.0 for DOS or 2.0 for Windows remote try turning off the remote's cache file.