SMS: The Remote Control Console Displays a Gray Screen

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This article was previously published under Q317795

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.

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To resolve this problem, obtain the latest service pack for Microsoft Systems Management Server 2.0. For additional information, click the following article number to view the article in the Microsoft Knowledge Base:

288239 (http://support.microsoft.com/kb/288239/EN-US/ ) How to Obtain the Latest Systems Management Server 2.0 Service Pack

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Hotfix Information

A supported hotfix is available from Microsoft. However, this hotfix is intended to correct only the problem that is described in this article. Apply this hotfix only to systems that are experiencing this specific problem.

If the hotfix is available for download, there is a "Hotfix download available" section at the top of this Knowledge Base article. If this section does not appear, submit a request to Microsoft Customer Service and Support to obtain the hotfix.

Note If additional issues occur or if any troubleshooting is required, you might have to create a separate service request. The usual support costs will apply to additional support questions and issues that do not qualify for this specific hotfix. For a complete list of Microsoft Customer Service and Support telephone numbers or to create a separate service request, visit the following Microsoft Web site:

http://support.microsoft.com/contactus/?ws=support (http://support.microsoft.com/contactus/?ws=support)

Note The "Hotfix download available" form displays the languages for which the hotfix is available. If you do not see your language, it is because a hotfix is not available for that language. 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.

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WORKAROUND

To work around this issue, disconnect from the remote computer and then try the Remote Control session again.

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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 Microsoft Systems Management Server 2.0 Service Pack 5.

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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.

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.
Log on to the site server or on to a computer that runs the SMS Administrator console by using an account with administrator permissions.
Make sure that the SMS Administrator console is not running.
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:

On the site server, make sure that the SMS Administrator console is not running.
Replace the Ldwmnt.dll file in the SMS_root\Bin\I386 folder with the version from the hotfix.

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