DOCUMENT:Q317795 06-AUG-2002 [sms] TITLE :SMS: The Remote Control Console Displays a Gray Screen PRODUCT :Microsoft Systems Management Server PROD/VER::2.0 OPER/SYS: KEYWORDS:kbsms200 kbsms200bug ====================================================================== ------------------------------------------------------------------------------- The information in this article applies to: - Microsoft Systems Management Server version 2.0 ------------------------------------------------------------------------------- SYMPTOMS ======== When you try to remotely control a Systems Management Server (SMS) 2.0 client, you may see a gray screen instead of the desktop from the remote computer. RESOLUTION ========== A supported fix is now available from Microsoft, but it is only intended to correct the problem that is described in this article. Only apply it to systems that are experiencing this specific problem. This fix may receive additional testing. Therefore, if you are not severely affected by this problem, Microsoft recommends that you wait for the next SMS 2.0 service pack that contains this fix. To resolve this problem immediately, contact Microsoft Product Support Services to obtain the fix. For a complete list of Microsoft Product Support Services phone numbers and information about support costs, visit the following Microsoft Web site: http://support.microsoft.com/default.aspx?scid=fh;EN-US;CNTACTMS NOTE: In special cases, charges that are ordinarily incurred for support calls may be canceled if a Microsoft Support Professional determines that a specific update will resolve your problem. The usual support costs will apply to additional support questions and issues that do not qualify for the specific update in question. The English version of this fix should have the following file attributes or later: Date Time Version Size File name Platform ----------------------------------------------------------------- 01-Mar-2001 17:55 2.00.1493.3247 851,216 Ldwmnt.dll Alpha 01-Mar-2001 17:55 2.00.1493.3247 567,792 Ldwmnt.dll I386 NOTE: Because of file dependencies, the most recent hotfix or feature that contains the above files may also contain additional files. WORKAROUND ========== To work around this issue, disconnect from the remote computer and then try the Remote Control session again. STATUS ====== Microsoft has confirmed that this is a problem in the Microsoft products that are listed at the beginning of this article. This problem was first corrected in the Systems Management Server 2.0 Service Pack 4 Hotfix Rollup Package (HRP). For additional information about the SMS 2.0 SP4 HRP, click the article number below to view the article in the Microsoft Knowledge Base: Q323206 SMS: List of Bugs Fixed in the Systems Management Server 2.0 SP4 HRP MORE INFORMATION ================ To Install the Hotfix --------------------- To install the hotfix, use the appropriate method on the SMS site server and on each SMS Administrator console. Using the Hotfix Installer: NOTE: You can use this method only on Intel-based computers. 1. Copy the hotfix folder structure to a share on your network. Q317795.exe is an SMS Installer file that updates specific files on your site server and computers that run the SMS Administrator console. 2. Log on to the site server or on to a computer that runs the SMS Administrator console by using an account with administrator permissions. 3. Make sure that the SMS Administrator console is not running. 4. Run Q317795.exe and follow the instructions in the wizard. You can run Q317795.exe in Quiet mode by using the /s switch. Manually Installing the Hotfix: To manually install the hotfix on a site server or on a computer that runs the SMS Administrator console: 1. On the site server, make sure that the SMS Administrator console is not running. 2. Replace the Ldwmnt.dll file in the \Bin\I386 folder with the version from the hotfix. Additional query words: prodsms grey screen ====================================================================== Keywords : kbsms200 kbsms200bug Technology : kbSMSSearch kbSMS200 Version : :2.0 Hardware : x86 Issue type : kbbug Solution Type : kbfix ============================================================================= 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 2002.