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Q317795: SMS: The Remote Control Console Displays a Gray Screen

Article: Q317795
Product(s): Microsoft Systems Management Server
Version(s): 2.0
Operating System(s): 
Keyword(s): kbsms200 kbsms200bug
Last Modified: 06-AUG-2002

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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 <SMS_root>\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

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