DOCUMENT:Q157837 31-JUL-2001 [sms] TITLE :SMS: Windows Clients Exit to MS-DOS During Use of Help Desk PRODUCT :Microsoft Systems Management Server PROD/VER:winnt:1.2 OPER/SYS: KEYWORDS:kbnetwork kbtshoot smsremtshoot kbRemoteProg ====================================================================== ------------------------------------------------------------------------------- The information in this article applies to: - Microsoft Systems Management Server version 1.2 ------------------------------------------------------------------------------- SYMPTOMS ======== When performing Microsoft Systems Management Server (SMS) help desk functions to a remote Windows client, a change of help desk function (such as Remote Control to Remote Execute) can cause the client to exit to MS-DOS without warning. An EMM386 error can sometimes precede the exit. If this is a Windows 95 Client, the client may hang or experience an OE Exception Error. CAUSE ===== The cause of the problem is specific to the following circumstances: - A slow link, such as RAS, exists between the SMS Administrator site and the client being managed. The lower the speed, the more likely the problem is to occur. - The protocol used for help desk communication is NETBT (NetBIOS over TCP/IP). STATUS ====== Microsoft has confirmed this to be a problem in Microsoft Systems Management Server version 1.2. This problem has been corrected in the latest U.S. Service Pack for Microsoft Systems Management Server version 1.2. For information on obtaining the Service Pack, query on the following word in the Microsoft Knowledge Base: " SERVPACK" (without the quotation marks) Additional query words: prodsms WFW RAS diagnostics transfer workgroups ====================================================================== Keywords : kbnetwork kbtshoot smsremtshoot kbRemoteProg Technology : kbSMSSearch kbSMS120 Version : winnt:1.2 Issue type : kbbug ============================================================================= THE INFORMATION PROVIDED IN THE MICROSOFT KNOWLEDGE BASE IS PROVIDED "AS IS" WITHOUT WARRANTY OF ANY KIND. MICROSOFT DISCLAIMS ALL WARRANTIES, EITHER EXPRESS OR IMPLIED, INCLUDING THE WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE. IN NO EVENT SHALL MICROSOFT CORPORATION OR ITS SUPPLIERS BE LIABLE FOR ANY DAMAGES WHATSOEVER INCLUDING DIRECT, INDIRECT, INCIDENTAL, CONSEQUENTIAL, LOSS OF BUSINESS PROFITS OR SPECIAL DAMAGES, EVEN IF MICROSOFT CORPORATION OR ITS SUPPLIERS HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. SOME STATES DO NOT ALLOW THE EXCLUSION OR LIMITATION OF LIABILITY FOR CONSEQUENTIAL OR INCIDENTAL DAMAGES SO THE FOREGOING LIMITATION MAY NOT APPLY. Copyright Microsoft Corporation 2001.