18.13 Troubleshooting problems during remote control

The remote computer's screen is not displayed on the controller

If an application that was created in Java2 and that uses Direct Draw to draw graphics is activated on the remote computer, the remote computer's screen might not be displayed on the controller.

Action to be taken

On the remote computer, specify the following option when starting Java2 so that Java2 does not use Direct Draw.

-Dsun.java2d.noddraw=true

Windows 7, Windows Server 2008, Windows Vista, Windows Server 2003, Windows XP, or Windows 2000 does not start after installing the Agent

If another company's remote-control product was already installed, Windows 7, Windows Server 2008, Windows Vista, Windows Server 2003, Windows XP, or Windows 2000 might not start after installing the Agent

Actions to be taken

The following procedure explains how to uninstall the other company's remote-control product and then reinstall the Agent:

1. Start the operating system in Safe Mode, and then uninstall the Agent.

2. Restart the computer.

3. If another company's remote-control product was already installed, uninstall that product.

4. Restart the computer.

5. Re-install the Agent.

The following procedure explains how to start the computer in Safe Mode:

1. Restart the computer.

2. If a message appears at the bottom of the screen requesting that you press the F8 key to display startup options, press the F8 key.

3. Use the arrow keys to select Safe Mode, and then press the Enter key.

4. Use the arrow keys to select the operating system that you want to start.

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