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Technical Support FAQ
This section contains answers to questions frequently asked by users of our programs and handled by our support staff.

Are DameWare products compatible with the latest Windows operating systems?
Will DameWare products work on 64-bit Operating Systems?
How can I use DameWare software with Operating Systems other than Microsoft Windows (Linux, Mac, etc.)?
Does DNTU and MRC's RDP functionality support the new /admin switch included in Vista SP1 and XP-SP3?
I receive a "System Error: 1722 - RPC Server is unavailable" when I try to remotely remove the DMRC Client Agent Service.  How do I correct this?
I cannot close the Notification dialog and the SysTray icon appears when I connect to a remote machine using the DMRC program, even though I have disabled these settings in the Client Agent Service.  The text "Evaluation" also appears in the Notify Dialog.  Why does this happen?
When I connect to a remote machine using the DameWare Mini Remote Control program, I see a small blue or red box in the center of the screen saying I should update the Client Agent Service on the remote machine.  How can I update the Client Agent Service once I'm connected?
Can the installation of the DameWare Mirror Driver be automated or scripted for mass deployment?
When I connect to a remote machine with DMRC version 5, the cursor on the remote machine blinks.  This did not happen in version 4.  How can I prevent this?
How can I speed up a DMRC connection when the remote machine is running a DOS application?
How can I be notified when a new release is available?
Why do I receive a System Error: 2273 when I try to send a message in DameWare NT Utilities?
What ports are used by DameWare software?
Do DameWare products work in a Citrix or Terminal Services environment?
Sometimes when I use the DameWare Mini Remote Control I do not get a response from the keyboard.  I type on my keyboard but nothing appears on the remote system.
How do I blank the monitor on a remote machine when I connect with the DameWare Mini Remote Control program?
Why do I need permission to connect to a remote machine using the DameWare Mini Remote Control program?


Are DameWare products compatible with the latest Windows operating systems?

DameWare Remote Support (DRS) and Mini Remote Control (MRC) version 9.0.1 adds support for the latest Windows desktop operating system, Windows 8. DameWare supports both installing on and managing Windows 8 systems in both products.

Starting with version 6.x, all DameWare software is compatible with Windows Vista and Windows Server 2008. DameWare added support for Windows 7 in version 6.9.

 
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Will DameWare products work on 64-bit Operating Systems?
Yes.   Version 5.0.1.5 and above of the DameWare Mini Remote Control contains support for 64-bit Operating Systems.  However, we are constantly making additional enhancements for 64-bit Operating Systems.  Therefore, if you are running an older release of the software, you may want to consider upgrading to the current version.

Please also note that even older 4.x versions of the software may be able to connect to 64-bit Operating Systems, provided you manually copy all the DMRC Client Agent Service files to the System32 folder and also the SYSWOW64 folder.  Then manually install the Service.

See also:

How To Manually Install or Remove the Mini Remote & NT Utilities Client Agents
http://www.dameware.com/support/kb/article.aspx?ID=100000

Support for Vista (32 & 64-bit) was included in version 6.x and above, not in any older versions of the software.  Support for 2008 Server and Windows 7 (32 & 64-bit) was added back in version 6.8.1.4 and above, and improved in version 6.9, & in version 7.x.

Please also note that 64-bit versions of the DameWare Mirror Driver, and DameWare Virtual Smart Card Driver are only available in version 7.x and above of our software.  A 32-bit version of the Mirror Driver was added back in version 5.x, and a 32-bit version of the DameWare Virtual Smart Card Driver was added back in version 5.5.

 
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How can I use DameWare software with Operating Systems other than Microsoft Windows (Linux, Mac, etc.)?
DameWare Mini Remote Control (MRC) version 9.0 adds support for remote systems running Linux and Mac VNC servers. For additional information, see
KB400115
.

At the present time, you can only install DameWare software on Windows platforms (both the local & remote machines).

However, several users have reported that they were running the DameWare NT Utilities & DameWare Mini Remote Control program on non-Windows platforms such as Linux or MAC under VMWare.  Even though we do not directly support our software in this type of environment, it should work.

 
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Does DNTU and MRC's RDP functionality support the new /admin switch included in Vista SP1 and XP-SP3?
Yes.  Support for the /admin switch in RDP was added back in v6.9 and above, and also improved in version 7.x.

Just FYI, beginning in version 6.1 and above of Microsoft's RDP Client (mstsc.exe), the /console switch has been replaced with /admin.  Version 6.1 is included in Server 2008, Vista-SP1 and XP-SP3.

 
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I receive a "System Error: 1722 - RPC Server is unavailable" when I try to remotely remove the DMRC Client Agent Service.  How do I correct this?
Most likely either File & Printer Sharing is not enabled on the remote machine, or the necessary File & Printer Sharing ports are blocked somewhere between the local and remote machines.  File & Printer Sharing is a requirement of Microsoft's APIs used to remotely install, remove, start, or stop the DameWare Mini Remote Control (DMRC) Client Agent Service.  

This could be caused by an improperly configured firewall between the two machines, by some type of firewall software on the remote machine, or by File & Printer Sharing not being enabled on the remote machine.  Once you correct the configuration issue (network, O/S, etc.) you should then have this ability from within our software as well.

Microsoft defines File & Printer Sharing as the following ports:  UDP 137 (Name), UDP 138 (Datagram), TCP 139 (Session), & TCP 445 (Direct Hosting).

 
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I cannot close the Notification dialog and the SysTray icon appears when I connect to a remote machine using the DMRC program, even though I have disabled these settings in the Client Agent Service.  The text "Evaluation" also appears in the Notify Dialog.  Why does this happen?

Actually, this functionality is by design, and it implies that your local copy of the DameWare Mini Remote Control (DMRC) software is still running in Evaluation Mode.  It has not been registered properly.

This is a limitation while the software is still running in Evaluation Mode.  Until your local copy of the DMRC software has been registered properly, even if you disable those notification features within the Client Agent Service, those settings will be ignored when you connect.  Once your local copy of the DMRC software has been registered properly, these features will be available.

Even if you are running the full DameWare NT Utilities (DNTU) suite, and you have already registered DNTU, the DMRC program is still a separate application.  Normally, it would automatically pick up DNTU's registration information, however, sometimes that does not happen.  Therefore, there may be times when you need to enter the registration information into the DMRC program as well.

When this occurs, open the DMRC program, click on the Help / About DameWare MRC menu, then click on the Registration button.  Enter all the registration information into the software and everything should work properly.

 
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When I connect to a remote machine using the DameWare Mini Remote Control program, I see a small blue or red box in the center of the screen saying I should update the Client Agent Service on the remote machine.  How can I update the Client Agent Service once I'm connected?

If you are running version 5.x or above of the DMRC software, and you are connected to the remote machine using Administrator credentials, you can simply select File / Update Client Agent from the DMRC main menu once you connect.

We always recommend that you update the Client Agent on the remote machine to stay current, because we cannot guarantee all features of the software will work correctly when there is a mis-match in versions locally vs. remotely.  However, under certain circumstances, instead of  automatically forcing you to update the Client Agent before you can connect, the software will just display the warning dialog letting you know you should update the Client Agent as soon as possible.

If for some reason the Update Client Agent menu is still not shown, then it is possible this behavior is related to not updating the DMRC Toolbar because the File / Update Client Agent was a hidden option in a previous version of the software.  The menu entries stored in the Registry are still the old entries, not the new ones.  

If this is the case, try deleting the following Registry key:

[HKEY_CURRENT_USER\Software\DameWare Development\NT Utilities\DNTU\MRC Bars]

Restart the software and this issue should be resolved.

 
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Can the installation of the DameWare Mirror Driver be automated or scripted for mass deployment?

Yes.  Version 7.x of the MSI Builder now includes the option to include the install of the Mirror, Keyboard, & Smart Card drivers.  Beginning in version 7.x you no longer have to wait to install the drivers during your first MRC connection.

For version 6.x of the software, these drivers will be installed during your first MRC connection to the remote machine.  The Mirror Driver will only be installed when you have the "Use MRC Mirror Driver" checkbox enabled and it's not already installed.  The Keyboard driver will always be installed.  And the Smart Card driver will only be installed if you attempt to connect via the Smart Card authentication method.

Unfortunately, this is not possible in version 5.x of the software.  For version 5.x of the software, you first have to connect to the remote machine and install the Client Agent Service.  Next, provided the remote machine is running Windows 2000 or greater, you could select File / Mirror Driver Installation and follow the prompts (may or may not require a reboot of the remote machine).

 
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When I connect to a remote machine with DMRC version 5, the cursor on the remote machine blinks.  This did not happen in version 4.  How can I prevent this?

Support for "Transparent Windows" is enabled by default in version 5, which could possibly cause the mouse cursor to flash/fade in and out.  Therefore, you could just toggle it off in the DMRC Toolbar.  However, you will not see any transparent windows that are displayed on the remote machine (i.e. ToolTips, etc.).  For example, in Windows XP when you hover over an Icon, or the Clock, you see a popup window appear.  That is called a tool tip, but you will not see it displayed over the DMRC connection unless  you have "View/Hide Transparent Windows" turned on.

Another possible work-around is to install the new DameWare Mirror Driver on the remote machine, then enable the "Use MRC Mirror Driver" setting on the Remote Connect dialog box before you connect.

 
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How can I speed up a DMRC connection when the remote machine is running a DOS application?

Try adjusting the "Idle Sensitivity" property of the "_default.pif" MSDos file to as high as it will go.  The settings specified in _default.pif  file are used by all DOS applications, unless there is an application specific PIF file defined.

The _default.pif file is located in the Operating System installation directory (C:\Windows for XP, C:\WINNT for 2000, etc.).  Locate this file, right-click on it and select Properties, then select the MISC Tab.  Move the "Idle Sensitivity" slider bar all the way to the right, and select OK.  This procedure also applies to application specific PIF files for this DOS application.

Once you have made these changes, open your DOS application and reconnect via DMRC.

Please also note that the DMRC program does not support Full-Screen DOS windows.  However, you should be able to press ALT+ENTER to change to a DOS Window.

 
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How can I be notified when a new release is available?

Customers will be notified by email when a new release is available.

 
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Why do I receive a System Error: 2273 when I try to send a message in DameWare NT Utilities?

Try issuing a "net send" command from a command prompt.  If this fails, then DNTU will also fail.  An explanation from Microsoft: The message could not be delivered because the addressee is not logged on, or is not using the name you sent the message to as a computer name or message alias. Here is some additional information from Microsoft's website.

"NET SEND" to Windows 2000-Based Computer May Not Succeed
http://support.microsoft.com/default.aspx?scid=KB;EN-US;Q263464

You can also receive this error message if the "Messenger" Service is disabled, or enabled but not started, on the local and remote machines.

Windows XP SP2 has some known issues with regard to the Net Send command.

The NET SEND command may not work correctly on a computer that is running Windows XP Service Pack 2
http://support.microsoft.com/default.aspx?kbid=839018

 
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What ports are used by DameWare software?

Provided the DameWare Mini Remote Control (DMRC) Client Agent Service is already installed and running on a remote machine, only a single TCP port is used.  The default TCP port is 6129, however, you can configure the DMRC program and Client Agent Service to use any one of the 65,000 valid TCP ports.  

If you are attempting to connect to this machine over the Internet, we recommend you use an obscure TCP port, something other than 6129, because TCP 6129 is a well known port for the DMRC program.

All the Views in the DameWare NT Utilities (DNTU) program (i.e. Users View, Event Log View, etc.), all the functionality in the DameWare Exporter (DEXP) and DMRC program's ability to remotely install, start, stop, or remove the DMRC Client Agent Service use the Operating System's installed protocols, basically File & Printer Sharing (i.e. 137-139/445).  

Microsoft defines File & Printer Sharing as:

UDP 137 (Name)
UDP 138 (Datagram)
TCP 139 (Session)
TCP 445 (Direct Hosting)

For security reasons, we do not recommend that you open these specific File & Printer Sharing ports on any routers/firewalls connected directly to the Internet.  It would be much more secure to establish some type of VPN or SSL connection to the remote network first, then use the software over that secure connection.

 
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Do DameWare products work in a Citrix or Terminal Services environment?

Yes.  Our software will work in a Terminal Server/Citrix environment, allowing multiple administrators to use the product.  Many customers report using DameWare software in this type of environment without any problems.

For additional information about using our software in Citrix /Terminal Services environments, please see our Citrix/Terminal Service knowledgebase article:

Using DameWare Development software in Citrix or Terminal Services implementations.
http://www.dameware.com/support/kb/article.aspx?ID=300081

 
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Sometimes when I use the DameWare Mini Remote Control I do not get a response from the keyboard.  I type on my keyboard but nothing appears on the remote system.

When this happens, please try using the DMRC's "Send Refresh" option from the Send Menu.  The Send Refresh feature is designed to clear the keyboard state.  If it does not work, try pressing the Ctrl key once and the Alt key once to clear the stuck keys.

Verify that the DMRC connection settings are not set to View Only mode.

 
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How do I blank the monitor on a remote machine when I connect with the DameWare Mini Remote Control program?

Unfortunately, we do not directly support this feature and we cannot guarantee that it will work properly in every situation (for example when the remote machine is connected through a KVM).  However, it is included in version 4.2 and later.  

Select a specific host entry and click on the Settings button.  Look on the Remote Options tab, and you will see an option called "Enable blank monitor."  Note that the "Enable Blank Monitor" checkbox can only be enabled after you enable the "Lock Remote Keyboard & Mouse" setting directly above it.

This functionality is simply a Microsoft API call, and it could possibly fail if the remote machine does not support this functionality.  The only way to implement this feature with any certainty is to use Low-Level drivers.  This would require a reboot of the remote machine after the Client Agent Service installation, which would defeat the purpose of being able to remotely deploy the Client Agent Service "on the fly."  This is why we do not support this feature.

 
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Why do I need permission to connect to a remote machine using the DameWare Mini Remote Control program?

This depends on your rights within the remote O/S (Admin vs. Non-Admin) and the Permission Required settings.

This is the behavior when you connect to a remote machine and the "Permission Required" setting is enabled on the Additional Settings tab within the MRC client agent service settings.  This applies to Admins and Non-Admins.

Or, you connect to a remote machine and the "Permission Required for these Account Types" setting is enabled on the Access tab within the MRC client agent service settings.  This setting applies to Non-Admins.

For additional information please consult the following Knowledgebase article:

Permission Required, Waiting for Client to Accept Connection, and Non-Administrator Mode
http://www.dameware.com/support/kb/article.aspx?ID=300073

 
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