Security Compliance

No devices in the My Computers tab on the Dameware Remote Everywhere Console, but they are visible and it's possible to connect to them through the Admin Area

Devices are visible and able to connect to through the Admin Area on the Dameware Remote Everywhere Console, but there are no deviecs in the My Computers tab.

First published date

4/3/2019 9:57 PM

Last published date

4/3/2019 9:57 PM

Overview

  • No devices under the My Computer tab in the console.
  • Devices are still visible in the Admin Area under Devices, I can connect to them through the Admin Area in Remote Control mode.
  • BASEConsoleApp.log reveals (N can be any number, DEVICE-NAME-HERE identifies which device name is causing the issue, D/M/Y and H/M/S/MS represent Days, Months, Years, Hours, Minutes, Seconds and Milliseconds, respectively):
    •  [MSXMLHTTPPostToComServer] -  COMSERVER HTTPS POST Time techws.corporate.beanywhere.com - NNN - NNN ms...
      YYYY-MM-DD HH:MM:SS:MSMSMS {NNNN} [ComServerWSGetChatTechStatListComplete] - Chat tech list retrieved successfully...
      YYYY-MM-DD HH:MM:SS:MSMSMS {NNNN} [MSXMLHTTPPostToComServer] -  COMSERVER HTTPS POST Time techws.corporate.beanywhere.com - NNN - NNN ms...
      YYYY-MM-DD HH:MM:SS:MSMSMS {NNNN} [TXMLParser::LoadXML] - Exception loading XML - Invalid Character found in text.

      Line: NNN
      <srv><id>NNNNNN</id><n>DEVICE-NAME-HERE
      YYYY-MM-DD HH:MM:SS:MSMSMS {NNNN} [ComServerWSGetMyComputerListComplete] - Received an invaild XML response...
      YYYY-MM-DD HH:MM:SS:MSMSMS {NNNN} [TXMLParser::~TXMLParser] - Exception freeing XML document - No active document

Product section

Access Rights Manager

Resolution

  • This issue is caused by an invalid character (unsupported ASCII or UNICODE based symbols) in use in the name of the one of the Agents - resulting in the console being unable to load the My Computers list.
  • To correct this, please verify the name of the device in the logs (review description for DEVICE-NAME-HERE) and then, through your Admin Area, perform the following steps:
    1. Login to your Admin Area.
    2. Navigate to Devices.
    3. Search for the relevant device (it will likely appear with the symbol visible in it's name as well) from the device list.
    4. Select the device and edit it's name to no longer include the unsupported character.
    5. Press Save (lower right corner) when done.
    6. Login to your Console again and verify if the list is now loading as intended.