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Home > Success Center > DameWare Remote Support & Mini Remote Control > DameWare - Knowledgebase Articles > DameWare Remote Support unavailable icon

DameWare Remote Support unavailable icon

Created by Michelle Caguimbal, last modified by Rodim Suarez_ret on Apr 04, 2017

Views: 397 Votes: 1 Revisions: 6

Overview

This article provides information regarding the following DameWare Remote Support unavailable icon and the action that needs to be done when it is encountered:

Represents machines that are currently not available or have not been checked on the current network connection(s).

Red Icon.png

Environment

All DameWare versions

Resolution

Determine the remote machine status:

  1. Open DRS or refresh the host list DRS requests status of each remote machine.
  2. If the Enable Optional Ping is not selected, this means that DRS is using Network Management Functions , especially NetServerGetInfo to determine the remote machine type.
    (© 2017 Microsoft, available at https://msdn.microsoft.com/, obtained on November 25, 2015.)
    If the Enable Option Ping is selected, this means that DRS is trying to ping to the machine.Enable Optional Ping.jpg
  3. If the ping failed, it means that the remote machine is unavailable. The machine will then display a STOP icon.
    Note: Except for the host being unavailable, the following are the possible reasons why the ping failed:
    • Firewall limitations.
    • Remote machine is not in the same sub network as the machine with the running DRS.
    • Other network limitations which does not allow to ping the host. 

       Try to repeat the steps and deselect the Enable Optional Ping option 

   4.  It is possible that there are access/authentication issues when trying to determine the remote machine status.

 

As a workaround, the following information will help.

Authentication

All of the functionality in DameWare Remote Support, including installing, removing, starting, or stopping the Mini Remote Control Client Agent Service on a remote system, is accomplished by asking the Operating System on the local system to execute standard Microsoft Windows APIs. This requires local Administrator rights to the Operating System on the remote system, and uses either your current local logon credentials, or your current authentication to the remote system.

To resolve this issue, it is necessary to use correct credentials.

Proceed with actions as on the following screenshots and restart DRS:

            Log On As.png

 

            Update Machine Icon.png

 

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