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RCurtis
4 Posts |
 Posted - 08/06/2009 : 14:05:51
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We just recently upgraded from a very old version of Hypersnap to the latest...and now we have a problem with *some* users. Our Helpdesk uses Symantec pcAnywhere. Anytime a snap is made, they can no longer connect to a site with pcAnywhere. I am at a loss to explain a connection, but we *have* proven this.
Any ideas? |
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Admin
USA
4945 Posts |
Posted - 08/06/2009 : 14:30:52
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Please tell me more, e.g. which version of Windows is run on the host, is the "snap" made locally or remotely with phAnywhere, which version of phAnywhere is used and under which version of Windows it runs (the client machine), does the HyperSnap run on host or client? I need very specific information. Also how the "snap" is triggered, e.g. by selecting a function for the menu (which one?) or by pressing hot keys (which keys?) etc.
Greg |
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RCurtis
4 Posts |
Posted - 08/06/2009 : 15:14:23
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All of these activities are "local" to the Helpdesk machine. XP Pro SP3
Here's the scenario: User loads Hypersnap. Snap is made using PrtScrn key. Hypersnap unloaded. User loads pcAnywhere and attempts to make a connection that uses the pcAnywhere authentication. Connection *appears* to be made for a split second...screen flashes up but immediately disappears. Same with other sites (we have 300 remote support sites, each with a pcAnywhere conection definition.)
This has been duplicated on 3 different machines now. |
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Admin
USA
4945 Posts |
Posted - 08/06/2009 : 16:42:38
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How do you "unload" HyperSnap - just minimize it to the task bar or system tray, or is it completely exited, e.g. via File/Exit menu or clicking the X bot in top right corner? Can you make sure with Task Manager that HprSnap6.exe process is not running after the snap and unload? In such case, do you still have this problem with pcAnywhere?
Also, check exactly which version of HyperSnap is it. I'm putting right now version 6.61.04 on this server. Could you test this one?
Greg |
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RCurtis
4 Posts |
Posted - 08/06/2009 : 17:11:26
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| Well... we're clicking the x in upper right-hand corner. Does that not completely exit??? |
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Admin
USA
4945 Posts |
Posted - 08/06/2009 : 18:41:27
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It may exit completely or not, depending on Options - Startup and Tray Icon settings.
Greg |
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RCurtis
4 Posts |
Posted - 10/22/2009 : 08:55:14
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OK...very sorry for the extreme delay in getting back to this!
Options are set to allow "true" exit/unload.
I tried version 6.61.04 as requested...no difference. |
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Admin
USA
4945 Posts |
Posted - 10/26/2009 : 10:08:18
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To further debug this issue, could you please observe that: when you exit HyperSnap by clicking X, HprSnap6.exe process is no longer listed in Windows Task Manager.
Next: please observe if on the machines that have problems with pcAnywhere connection after you snap and then exit HyperSnap, any of the following options in HyperSnap were enabled:
1. On "capture" menu, "Enable Video or Game Capture" - did they have a check-marks in any of the first 2 check-boxes on top of that window?
2. On "TextSnap" menu, "TextSnap Settings" - did they have any check-boxes in the first 3 fields on top of that window?
If so, please disable all of these options, exit HyperSnap (File/Exit is "exist for sure", vs. click on top right X may only minimize the program to the system tray with some settings). Then _reboot_ the machine and try the whole process again - snap something with HyperSnap, exit HyperSnap, try connection with pcAnywhere. If it works you could try to re-enable one or the other option above and re-try, to identify which one causes the problem.
Please let me know the result.
Greg |
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Topic |
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Problem with HS and pcAnywhere
