SMS: Cannot Install Virtual Mouse and Remote Control Component Stays in Repair Pending State (307986)

SYMPTOMS

When you try to remotely control a Systems Management Server (SMS) client, you may be unable to successfully use the mouse in the session, or you may be unable to remotely control the computer at all. The client %windir%\MS\SMS\Logs\Remctrl.log file may contain the following entry:

...
********** RCSvcs - Starting Remote Control Services Manager **********  >
RCSvcs:  Commanded to Install NT5 Device Drivers. Loaded SetupAPI.DLL and
all function pointers to NT 5.0 DDK Setup API.  
RCSvcs - Installation of NT 5.0 device drivers starting.  
RCSvcs - Could not create new Device Info Structure. Not installing Mouse device driver.  
Creating and Starting Win32 Remote Control Agent Service.
...

NOTE: In some cases, the Remote Control component may display an Installed or Repair Pending status. The key indicator to determine if you have this problem is to review the Remctrl.log file.

CAUSE

This issue can be caused by either of the following conditions:

The "Load and Unload Device Drivers" user right has not been granted to the SMSCliToknAcct (for member servers or workstations) or the SMS&_domain controller name account on domain controllers.
Some of the rights and permissions were not migrated to a Microsoft Windows 2000 Group Policy during the upgrade process.

WORKAROUND

To work around this issue, use the appropriate method.

Add User Rights

If the affected client is on a Microsoft Windows NT-based computer, ensure that SMSCliToknAcct has the "Load and Unload Device Drivers" right in User Manager.
If the affected client is on a Windows 2000-based computer, review Group Policy settings, and ensure that SMSCliToknAcct is defined as a user that has the right to "Load and Unload Device Drivers". Alternatively, you could set the Group Policies back to the default setting of "Not defined" for the "Load and Unload Device Drivers" user right which would also allow SMSCliToknAcct to install the SMS virtual mouse.

NOTE: If you are attempting to install the SMS client on domain controllers, substitute SMSCliToknAcct with SMS&_domain controller name in the previous steps. Also, note that both the SMSCliToknAcct and SMS&_domain controller name accounts are members of the SMSInternalCliGrp. As such, the option of granting rights to the SMSInternalCliGrp instead of individual accounts is available.

Permissions Not Migrated

For additional information about how to resolve this issue, click the article number below to view the article in the Microsoft Knowledge Base:

296812 Error Message Appears When You Try to Add Drivers After Upgrade