Symantec PCANYWHERE - V12.5 Service manual

Symantec pcAnywhere™
Administrator's Guide

Symantec pcAnywhere™Administrator's Guide
The software described in this book is furnished under a license agreement and may be used
only in accordance with the terms of the agreement.
Documentation version 12.5
Legal Notice
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All rights reserved.
Federal acquisitions: Commercial Software - Government Users Subject to Standard License
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Additional company and product names may be trademarks or registered trademarks of the
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The product described in this document is distributed under licenses restricting its use,
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http://www.symantec.com

Technical Support
Symantec Technical Support maintains support centers globally. Technical
Support’s primary role is to respond to specific queries about product features
and functionality. The Technical Support group also creates content for our online
Knowledge Base. The Technical Support group works collaboratively with the
other functional areas within Symantec to answer your questions in a timely
fashion. For example, the Technical Support group works with Product Engineering
and Symantec Security Response to provide alerting services and virus definition
updates.
Symantec’s maintenance offerings include the following:
■A range of support options that give you the flexibility to select the right
amount of service for any size organization
■Telephone and Web-based support that provides rapid response and
up-to-the-minute information
■Upgrade assurance that delivers automatic software upgrade protection
■Global support that is available 24 hours a day, 7 days a week
■Advanced features, including Account Management Services
For information about Symantec’s Maintenance Programs, you can visit our Web
site at the following URL:
www.symantec.com/techsupp/
Contacting Technical Support
Customers with a current maintenance agreement may access Technical Support
information at the following URL:
www.symantec.com/techsupp/
Before contacting Technical Support, make sure you have satisfied the system
requirements that are listed in your product documentation. Also, you should be
at the computer on which the problem occurred, in case it is necessary to replicate
the problem.
When you contact Technical Support, please have the following information
available:
■Product release level
■Hardware information
■Available memory, disk space, and NIC information
■Operating system

■Version and patch level
■Network topology
■Router, gateway, and IP address information
■Problem description:
■Error messages and log files
■Troubleshooting that was performed before contacting Symantec
■Recent software configuration changes and network changes
Licensing and registration
If your Symantec product requires registration or a license key, access our technical
support Web page at the following URL:
www.symantec.com/techsupp/
Customer service
Customer service information is available at the following URL:
www.symantec.com/techsupp/
Customer Service is available to assist with the following types of issues:
■Questions regarding product licensing or serialization
■Product registration updates, such as address or name changes
■General product information (features, language availability, local dealers)
■Latest information about product updates and upgrades
■Information about upgrade assurance and maintenance contracts
■Information about the Symantec Buying Programs
■Advice about Symantec's technical support options
■Nontechnical presales questions
■Issues that are related to CD-ROMs or manuals

Maintenance agreement resources
If you want to contact Symantec regarding an existing maintenance agreement,
please contact the maintenance agreement administration team for your region
as follows:
[email protected]Asia-Pacific and Japan
[email protected]Europe, Middle-East, and Africa
[email protected]North America and Latin America
Additional enterprise services
Symantec offers a comprehensive set of services that allow you to maximize your
investment in Symantec products and to develop your knowledge, expertise, and
global insight, which enable you to manage your business risks proactively.
Enterprise services that are available include the following:
These solutions provide early warning of cyber attacks, comprehensive threat
analysis, and countermeasures to prevent attacks before they occur.
Symantec Early Warning Solutions
These services remove the burden of managing and monitoring security devices
and events, ensuring rapid response to real threats.
Managed Security Services
Symantec Consulting Services provide on-site technical expertise from
Symantec and its trusted partners. Symantec Consulting Services offer a variety
of prepackaged and customizable options that include assessment, design,
implementation, monitoring, and management capabilities. Each is focused on
establishing and maintaining the integrity and availability of your IT resources.
Consulting Services
Educational Services provide a full array of technical training, security
education, security certification, and awareness communication programs.
Educational Services
To access more information about Enterprise services, please visit our Web site
at the following URL:
www.symantec.com
Select your country or language from the site index.

Technical Support ............................................................................................... 3
Chapter 1 Planning a migration and upgrade strategy .................. 11
About migrations and upgrades ...................................................... 11
Migrating from pcAnywhere 12.1 to 12.5 in Windows
2000/2003/2008 Server/XP to ( ) ......................................... 13
Migrating from pcAnywhere 12.0.2 in Windows 2000/2003
Server/XP to Vista ............................................................ 13
Using Symantec Packager to streamline migrations and upgrades ........ 13
Chapter 2 Creating custom installation packages .......................... 15
About Symantec Packager ............................................................. 15
What you can do with Symantec Packager ........................................ 16
How Symantec Packager works ....................................................... 16
Importing a product module ........................................................... 18
Customizing product settings ......................................................... 18
Selecting product features ....................................................... 19
Including configuration files .................................................... 21
Integrity stamping a product configuration ................................ 23
Serializing a pcAnywhere installation ........................................ 25
Managing configuration settings globally ................................... 27
Setting product installation options .......................................... 29
Creating a custom command .......................................................... 34
Creating installation packages ........................................................ 35
Adding products and commands to a package definition ................ 36
Building product installations and packages ...................................... 37
Building a product configuration file ......................................... 37
Building a package ................................................................. 38
Testing packages ......................................................................... 38
Chapter 3 Deploying Symantec pcAnywhere custom
installations .................................................................... 41
About deployment ........................................................................ 41
About package installation file locations .......................................... 42
Contents

Deploying installation packages using Web-based deployment ............. 43
About Web-based deployment requirements ............................... 43
Setting up the installation Web server ....................................... 44
Customizing the deployment files ............................................. 47
Testing the installation on the Web server .................................. 51
Notifying users of the download location .................................... 51
Deploying pcAnywhere using SMS 2.0 ............................................. 52
Minimum requirements for SMS deployment .............................. 53
Deploying with SMS ............................................................... 53
Using Windows 2000/2003/2008 Server/XP/Vista logon scripts ........... 56
Setting up the Windows server ................................................. 56
Writing the Windows logon script ............................................. 56
Testing the Windows logon script ............................................. 58
Using NetWare logon scripts .......................................................... 58
Setting up the Novell NetWare server ........................................ 58
Writing the NetWare logon script ............................................. 59
Testing the NetWare logon script .............................................. 60
Chapter 4 Performing centralized management ............................. 61
About centralized management ...................................................... 61
Managing pcAnywhere hosts remotely ............................................. 61
Installing the pcAnywhere Host Administrator tool ...................... 62
Adding the Host Administrator snap-in to MMC .......................... 63
Creating a configuration group ................................................. 63
Adding computers to a configuration group ................................ 64
Configuring administrator host and remote connection
items ............................................................................. 64
Configuring a host item in pcAnywhere Host Administrator .......... 67
Distributing pcAnywhere configuration files ............................... 67
Managing hosts in a configuration group .................................... 68
Integrating with Microsoft Systems Management Server ..................... 69
Importing the package definition file into SMS ............................ 69
About the Microsoft Distributed Component Object Model
(DCOM) ................................................................................ 69
Implementing DCOM in Windows 2000/2003/2008
Server/XP/Vista ............................................................... 70
Modifying DCOM settings ........................................................ 70
About AwShim ...................................................................... 71
About centralized logging .............................................................. 72
Monitoring performance using SNMP traps ................................ 72
About the pcAnywhere MIB file ................................................ 73
Contents8

Chapter 5 Integrating pcAnywhere with directory services .......... 75
About directory services ................................................................ 75
Using directory services with pcAnywhere ........................................ 75
Configuring the directory servers .................................................... 76
Configuring the LDAP server .................................................... 76
Configuring Windows Active Directory ...................................... 76
Configuring pcAnywhere to use directory services ............................. 80
Setting up directory services in pcAnywhere ............................... 80
Setting up the host computer to use directory services .................. 81
Setting up the remote computer to use directory services .............. 82
Chapter 6 Managing security in Symantec pcAnywhere ............... 83
Controlling access to pcAnywhere hosts ........................................... 83
Limiting connections to specific computer names or IP
addresses ....................................................................... 84
Leveraging centralized authentication in pcAnywhere .................. 85
Protecting session security ............................................................ 88
Configuring pcAnywhere to use public-key encryption on
Windows Vista/2008 Server ............................................... 90
Maintaining audit trails ................................................................. 91
Implementing policy-based administration ....................................... 91
Implementing Group Policy in Windows 2000/2003/2008
Server/XP/Vista ............................................................... 91
Importing the pcAnywhere administrative template ..................... 92
Managing user policies ............................................................ 92
Index .................................................................................................................... 97
9Contents

Contents10

Planning a migration and
upgrade strategy
This chapter includes the following topics:
■About migrations and upgrades
■Using Symantec Packager to streamline migrations and upgrades
About migrations and upgrades
Symantec pcAnywhere supports migration from versions 12.0.x to version 12.5
on Windows 2000/2003/2008 Server/XP/Vista. During a migration, pcAnywhere
lets you install over the previous version of the product and preserve user-defined
settings.
A system restart for migrations and upgrades is required on Vista, but is only
required on Windows 2000/2003/2008 Server/XP if system files need to be updated.
Symantec Packager helps you simplify the process of uninstalling previous versions
or distributing preconfigured settings to multiple users.
See “Using Symantec Packager to streamline migrations and upgrades”on page 13.
Table 1-1 includes information that you can use as a reference in planning your
migration and upgrade strategy.
1
Chapter

Table 1-1 Migration and upgrade strategy matrix
Data preserved
automatically
Restart requiredOperating
system
Symantec
pcAnywhere
version
Host items
Caller items
Remote items
Option sets
Registry settings
AutoTransfer files (must be
converted)
Serial ID sets
Yes (for Vista)Windows
2000/2003/2008
Server/XP/Vista
12.0
Host items
Caller items
Remote items
Option sets
Registry settings
AutoTransfer files (must be
converted)
Serial ID sets
Yes (for Vista)Windows
2000/2003/2008
Server/XP/Vista
12.1
Host items
Caller items
Remote items
Option sets
Registry settings
AutoTransfer files (must be
converted)
Serial ID sets
Yes (for Vista)Windows
2000/2003/2008
Server/XP/Vista
12.5
Planning a migration and upgrade strategy
About migrations and upgrades
12

Migrating from pcAnywhere 12.1 to 12.5 in Windows 2000/2003/2008
Server/XP to ( )
Symantec pcAnywhere supports full migration of the full product version and
host-only version of pcAnywhere 12.5 to version ( ) in Windows 2000/20003/2008
Server/XP.
During the installation, you are prompted to preserve existing configuration
settings. This data includes settings for host, remote, and caller items, as well as
option sets.
Migration of remote-only packages and integrity-checked packages is not
supported.
Migrating from pcAnywhere 12.0.2 in Windows 2000/2003 Server/XP
to Vista
Symantec pcAnywhere supports full migration of the full product version and
host-only version of pcAnywhere 12.0.2 to version 12.1 in Windows
2000/20003/2008 Server/XP. If you are also upgrading to Vista, you can either
upgrade to Vista and then to pcAnywhere 12.1, or vice versa.
During the installation, you are prompted to preserve existing configuration
settings. This data includes settings for host, remote, and caller items, as well as
option sets.
Migration of remote-only packages and integrity-checked packages is not
supported.
Using Symantec Packager to streamline migrations
and upgrades
Symantec Packager is an administrator tool that lets you create, modify, and build
custom installation packages that you distribute to target systems. Symantec
Packager is available for download.
Symantec Packager helps you streamline the process of migrating or upgrading
from earlier versions of pcAnywhere in the following ways:
Create a custom installation package that
includes a custom command to silently
uninstall the previous version before
installing the product.
The product installation requires you to
manually uninstall a previous version of the
product.
13Planning a migration and upgrade strategy
Using Symantec Packager to streamline migrations and upgrades

Create a custom installation package for the
product installation and configure the
package to install in passive or silent mode.
The product installation requires you to
restart the computer to complete the
installation process.
Create a custom installation package that
includes preconfigured data files that
contain the settings that you need.
The product installation does not support
preservation of preconfigured product
settings.
See “Using Symantec Packager to streamline migrations and upgrades”on page 13.
Planning a migration and upgrade strategy
Using Symantec Packager to streamline migrations and upgrades
14

Creating custom
installation packages
This chapter includes the following topics:
■About Symantec Packager
■What you can do with Symantec Packager
■How Symantec Packager works
■Importing a product module
■Customizing product settings
■Creating a custom command
■Creating installation packages
■Building product installations and packages
■Testing packages
About Symantec Packager
Symantec Packager lets you create, modify, and build custom installation packages
that you can distribute to target systems. You can use Symantec Packager to tailor
installations to fit your corporate environment by building packages that contain
only the features and settings that your users need.
Symantec products included in installation packages are protected by copyright
law and the Symantec license agreement. Distribution of packages requires a
license for each user who installs the package.
2
Chapter

Note: Symantec Packager runs on Windows 2000/2003 Server/XP
Professional/Vista platforms only.
What you can do with Symantec Packager
Symantec Packager lets you do the following:
■Tailor products to adhere to your security policy, giving users full access to
all features, or limiting access where appropriate
■Reduce deployment bandwidth and application footprint by creating a custom
installation package that contains only the features that your users need
■Reduce installation complexity by including preconfigured data files
■Minimize deployment costs and complexity by installing multiple products at
once
■Simplify application deployment and migration by including custom commands
with product installations
How Symantec Packager works
Symantec Packager uses a phased approach for creating custom installation
packages. Each phase depends on the output of the previous phase.
Figure 2-1 shows the process for creating custom installation packages with
Symantec Packager.
Figure 2-1 Overview of Symantec Packager phases
Import Products Configure Products Configure Packages
Configure Commands
Deploy Packages
Table 2-1 outlines the process for creating packages.
Creating custom installation packages
What you can do with Symantec Packager
16

Table 2-1 Package creation process
DescriptionTask
Product modules contain the installation binary and product
template files that are needed to create a custom installation
of the product.
See “Importing a product module”on page 18.
Import product modules into
Symantec Packager.
You can select the features that you want your users to have,
add preconfigured data and configuration files, and set
default installation options for each product.
See “Customizing product settings”on page 18.
Configure products.
Custom commands let you add additional functionality that
is not supported in the product templates, such as including
a third-party program or batch file.
See “Creating a custom command”on page 34.
Configure commands that
you want to include in a
package.
You can bundle one or more product configurations and
custom commands in a package. You can further customize
the package by setting package installation options, product
installation order, and other settings.
See “Creating installation packages”on page 35.
Configure packages.
When you build a package, Symantec Packager creates an
installation file that incorporates the product, command,
and package options that you specified.
Alternatively, Symantec Packager lets you build a product
configuration file, which creates a Microsoft Installer (.msi)
file for a single product installation.
See “Building product installations and packages”on page 37.
Build custom products or
packages.
You should test packages before deploying them to end users
to ensure proper functionality.
See “Testing packages”on page 38.
Test the package.
The Deploy Packages tab holds the packages that you create,
which you can deploy to your users. Symantec provides a
Package Deployment tool in Symantec Packager and a
Web-based deployment tool on the pcAnywhere CD. You
can also use your current deployment tools.
See “About deployment”on page 41.
Deploy the package.
17Creating custom installation packages
How Symantec Packager works

Importing a product module
Product modules are the building blocks for creating packages. Symantec Packager
extracts the product installation binary files and the product template from the
product module. The product template details the feature requirements and
conflicts, making it possible to create custom installations of the product. During
installation, Symantec Packager automatically checks the Packager/Products
folder for product module files and imports them automatically.
If no products appear on the Import Products tab when you open Symantec
Packager, you must import the product module manually.
To import a product module
1Open Symantec Packager.
2In the Symantec Packager window, on the Import Products tab, on the File
menu, click Import New Product.
3In the Open dialog box, navigate to the folder that contains the product module
that you want to import.
4Select the product module, and then click Open.
Symantec Packager imports the product module and returns you to the Import
Products tab. Depending on the size and complexity of the product module,
the registration process might be lengthy.
If you are running Symantec Packager on Windows Vista, .pmi files from
previous versions prior to 12.1 cannot be imported; however, you can import
them if you are running Symantec Packager on XP.
Customizing product settings
Symantec Packager creates a default product configuration file (.pcg) for each
product module that you import into Symantec Packager. Each product
configuration file contains the features, installation options, and preconfigured
settings that you want to include for that product. Symantec Packager uses this
information to construct installation packages. You can edit the default product
configuration file or create a new one.
Table 2-2 includes information about the configuration options that are available
in the default pcAnywhere product configuration file.
Creating custom installation packages
Importing a product module
18

Table 2-2 Symantec pcAnywhere product configuration options
SettingsTab
You can customize the following features in
pcAnywhere such as:
■User interface (pcAnywhere Manager)
■Remote components
■Host components
■Communications protocols
■Documentation (online manuals and Help)
■Symantec installation utilities
Features
The pcAnywhere product template includes default
remote and host configuration items that you can
configure after you install the package or custom
product.
You can add configuration files that you create in
pcAnywhere to the package or custom product
configuration for further customization.
Configuration Files
You can customize the following product installation
options for pcAnywhere:
■Product description
■Target location
■Host object to use as a template
■Host object to start with Windows
■Remote object to use as a template
■Run LiveUpdate after installation
■Preserve existing configuration settings
Installation Options
After you select the product features, installation options, and optional
configuration files to include in your custom product, you can build it for testing
purposes. Building the product configuration file creates a Microsoft Installer
(.msi) file. Symantec Packager supports the installation of pcAnywhere .msi and
.exe files.
See “Building a product configuration file”on page 37.
Selecting product features
Symantec Packager lets you customize product installations by including the
features that you want and removing the features that you do not need. The
product size and installed size change, depending on the features that you choose.
19Creating custom installation packages
Customizing product settings

Some features in pcAnywhere have dependencies on other components. Although
Symantec Packager has a level of built-in dependency checking, it is possible to
build a pcAnywhere installation package that does not include all required files.
As you select product features to include or exclude from a package, you should
read the feature descriptions that are provided in the Product Editor window on
the Features tab. The feature descriptions provide information about feature
dependencies.
Table 2-3 lists some of the key product dependencies.
Table 2-3 Symantec pcAnywhere product dependencies
DependencyFeature
Required if you want to let users modify configuration
settings.
Exclude pcAnywhere Manager if you want to include
integrity management.
pcAnywhere Manager
Requires at least one communication protocol.Remote
Requires a caller configuration file (.cif) if you
configure the product to start a host automatically at
startup.
Requires at least one authentication type.
Requires at least one communication protocol.
Host
Required for all custom product installations.Remote Control
Requires at least one communication protocol.File Transfer
Requires at least one communication protocol.Remote Management
Requires at least one communication protocol.Chat
Required for all custom product installations.Authentication
Required for all custom product installations.Communication protocols
To select product features
1In the Symantec Packager window, on the Configure Products tab, do one of
the following:
■Create a new product configuration.
■Double-click an existing product to edit it.
2In the Product Editor window, on the Features tab, do any of the following:
Creating custom installation packages
Customizing product settings
20