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General discussion

Computer Management and Pc Anywhere issues with WinXP Pro

Jul 15, 2004 5:08AM PDT

I am currently experiencing several problems with our new Dell GX270's that we just purchased. We have several hundred other GX computers that have Windows 2000 Pro on them but these new ones are giving me some trouble. I have contacted Symantec about the Pc Anywhere problem and they don't seem to be able to help me out, so I figured that I would give Dell a try. I have searched the Community Forums and nothing seems to be on there. My posts aren't being answered either. When the User starts up their computer I am able to PC Anywhere into them. When they have been logged off overnight and there is not Network Traffic on their computer I am not able to even see them. I have had some problems with trying to manage them and start the PC Anywhere service but that is really another part of the issue. I can usually view the service and it is running. If I stop and then start the service they tend to show up pretty quick. I have unchecked the box under the NIC card device manager that says: Allow the computer to turn off this device to save power." Allow the computer to turn off this device to save power." - This is under the last tab named Power Management. I have also made sure that under the Screen Saver and Power button that all three options are set to Never. Has anyeone had this type of issue with new Dell computers or Windows XP? The issue with Computer Manager is this. Sometimes I can manage them but sometimes I can't even see them on the network. I have checked the Ethernet Card light and in every instance it is on. It is an Amber color.

Any suggestions or help would be greately appreciated.

Regards,
Marcus Draper

Discussion is locked

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Re: Computer Management and Pc Anywhere issues with WinXP Pr
Jul 15, 2004 5:15AM PDT

"When they have been logged off overnight and there is not Network Traffic on their computer I am not able to even see them. I have had some problems with trying to manage them and start the PC Anywhere service but that is really another part of the issue. "

XP is different. What some try to do is get by with an out of date PC Anywhere or are unaware of the firewall. The clue you didn't share was if you could PING the machine.

We have XP Pro machines and zero trouble. Except what problems we create. Of course some try to do without service patches and more.

Bob

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Re: Computer Management and Pc Anywhere issues with WinXP Pr
Jul 15, 2004 9:44PM PDT

Bob you stated

"XP is different. What some try to do is get by with an out of date PC Anywhere or are unaware of the firewall. The clue you didn't share was if you could PING the machine."

We are running DHCP so it is not impossible to know if you can ping a machine but I never have tried this. I will check and see if this can be done.

We have a step down from the latest PC Anywhere so it is 10.5 and not 11. I have also unchecked the built in Firewall as well.

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Re: Computer Management and Pc Anywhere issues with WinXP Pr
Jul 15, 2004 10:21PM PDT

And you replied:

"We are running DHCP so it is not impossible to know if you can ping a machine but I never have tried this. I will check and see if this can be done."

PING has to work first. Since you are using DHCP, your DHCP server may know which IP address the machine you are looking for.

"We have a step down from the latest PC Anywhere so it is 10.5 and not 11. I have also unchecked the built in Firewall as well."

You'll have to contact Symantec to see if they know what issues are in 10.5 that would cause your issue. Due to zero-budgets, we moved to Tight-VNC for such remote control. I can offer that PC Anywhere 11 appears to work for the few places I've seen it.

Bob

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Re: Computer Management and Pc Anywhere issues with WinXP Pr
Jul 15, 2004 11:47PM PDT

We can ping the machines and I have been in contact with Symantec for a 2 week ordeal. They say that their product is working fine and it is on the computers side. I have the same version setup on hundreds of other computers and they all work with no problem. It's just these new dell's. It could be the fact of something that Dell setup on their machines that is hindering this from occuring. Do you suggest possibly rebuilding one from scratch and trying it that way?

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Something is amiss.
Jul 16, 2004 12:15AM PDT

One of the first things Symantec would have you do is ping the target machine. Your reply had you go back to find out about PING. Something is amiss here if PING was not in your two week ordeal.

Looks to me that your Symantec call was very incomplete.

Remember that ICF may still be enabled or the Symantec Services may be disabled. Have you checked?

And if you have to check, then I can authoritively state that the Symantec call was not to it's support staff.

In closing, I don't think it's Dell or XP. From here, it reads like an IT staff that needs training. Your IT staff not knowing to use PING was the "gimme" they need training.

Sorry to be so blunt, but this IT staff needs to hit the books.

Bob

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Re: Something is amiss.
Jul 16, 2004 1:27AM PDT

I guess that this means that I am just a ******* and when I want to ask for help then I should not post questions here then right?

Guess you have the upper hand now. Symantec never once told me to ping anything so I guess that when I was talking to them it meant that it was not their support team.

Thanks for all the help!

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Yes, that means something was amiss.
Jul 16, 2004 1:40AM PDT

Symantec blew your support call. And your IT needs training.

PING is "Networking 101" and a sure sign something/someone needs training. Sorry to point it out so bluntly, but if I don't, who will?

The next idea is to make sure the power control panel is set to never sleep/hibernate/ever!

You have to tell as much as you can to find the issue. You are a participant in finding the answer.

Let me be blunt that this is not a support service like your call to Symantec was. We work together on the issue. If it goes one-sided, then we are not going to find it.

Bob

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Recap.
Jul 16, 2004 12:26AM PDT

In my opinion.

1. XP and Dell isn't the issue.

2. The call to Symantec seems incomplete. The lack of the use of PING is the clue that the IT staff training is lacking and the call to Symantec may have been not long enough to get proper support.

3. Given that my question about PING was met with having to go check brings up serious doubts that PC Anywhere is actually installed proper, that ICF is actually disabled and more questions.

I'd get those IT staffers some training and get back on the phone with Symantec.

Bob