Novell ZENWORKS 10 Remote Management Reference

Novell®

www.novell.com

AUTHORIZED DOCUMENTATION

Remote Management Reference

ZENworks® 10 Configuration Management SP3

novdocx (en) 16 April 2010

10.3

March 30, 2010

ZENworks 10 Configuration Management Remote Management Reference

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4 ZENworks 10 Configuration Management Remote Management Reference

Contents

About This Guide 9

1Overview 11

1.1 Remote Management Terminology . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

1.2 Understanding Remote Management Operations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

1.2.1 Remote Control . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

1.2.2 Remote View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

1.2.3 Remote Execute . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

1.2.4 Remote Diagnostics. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

1.2.5 File Transfer. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

1.2.6 Remote Wake Up . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

1.3 Understanding Remote Management Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

1.3.1 Visible Signal . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

1.3.2 Intruder Detection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

1.3.3 Session Encryption . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

1.3.4 Audible Beep . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

1.3.5 Keyboard and Mouse Locking . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

1.3.6 Screen Blanking. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

1.3.7 Abnormal Termination . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

1.3.8 Overriding Screen Saver . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

1.3.9 Automatic Session Termination . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

1.3.10 Agent Initiated Connection. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

1.3.11 Session Collaboration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

1.3.12 Remote Management Auditing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

1.4 Understanding Remote Management Proxy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

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2 Setting Up Remote Management 19

2.1 Configuring the Remote Management Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

2.1.1 Configuring the Remote Management Settings at the Zone Level . . . . . . . . . . . . . . 19

2.1.2 Configuring the Remote Management Settings at the Folder Level . . . . . . . . . . . . . 22

2.1.3 Configuring the Remote Management Settings at the Device Level . . . . . . . . . . . . . 22

2.2 Enabling the Remote Management Listener . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

2.3 Creating the Remote Management Policy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

2.4 Configuring the Remote Operator Rights. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

2.5 Configuring the Remote Management Password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

2.5.1 Setting Up the Remote Management Password Using ZENworks Control Center . . 31

2.5.2 Setting Up the Remote Management Password Using ZENworks Adaptive Agent . 32

2.5.3 Clearing the Remote Management Password Using ZENworks Control Center . . . . 32

2.5.4 Clearing the Remote Management Password Using ZENworks Adaptive Agent . . . 32

2.6 Installing the Remote Management Viewer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

2.7 Upgrading the Remote Management Viewer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

2.8 Starting Remote Management Operations. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

2.8.1 Initiating a Session from the Management Console . . . . . . . . . . . . . . . . . . . . . . . . . 34

2.8.2 Initiating a Session from the Managed Device . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

2.9 Options for Launching a Remote Management Operation. . . . . . . . . . . . . . . . . . . . . . . . . . . . 44

2.9.1 Command Line Options for Launching a Remote Operation. . . . . . . . . . . . . . . . . . . 44

2.9.2 Internal Options for Launching a Remote Operation . . . . . . . . . . . . . . . . . . . . . . . . . 47

2.10 Installing a Remote Management Proxy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47

2.11 Configuring a Remote Management Proxy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49

Contents 5

2.11.1 Remote Management Proxy Settings on a Windows Device . . . . . . . . . . . . . . . . . . 49

2.11.2 Remote Management Proxy Settings on a Linux Primary Server or Satellite Server 49

3 Managing Remote Sessions 51

3.1 Managing a Remote Control Session . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51

3.1.1 Using the Toolbar Options in the Remote Management Viewer . . . . . . . . . . . . . . . . 51

3.1.2 Session Collaboration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53

3.2 Managing a Remote View Session . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55

3.3 Managing a Remote Execute Session . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56

3.4 Managing a Remote Diagnostics Session . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56

3.5 Managing a File Transfer Session . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58

3.6 Managing a Remote Management Proxy Session . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60

3.7 Waking Up a Remote Device . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60

3.7.1 Prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61

3.7.2 Remotely Waking Up the Managed devices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61

3.8 Improving the Remote Management Performance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62

3.8.1 On the Management Console . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62

3.8.2 On the Managed Device . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62

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4 Security 63

4.1 Authentication . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63

4.1.1 Rights-Based Remote Management Authentication . . . . . . . . . . . . . . . . . . . . . . . . . 63

4.1.2 Password-Based Remote Management Authentication . . . . . . . . . . . . . . . . . . . . . . 64

4.2 Password Strength. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64

4.3 Ports. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65

4.4 Audit . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65

4.5 Ask Permission from the User on the Managed Device. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66

4.6 Abnormal Termination . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66

4.7 Intruder Detection. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66

4.7.1 Automatically Unblocking the Remote Management Service . . . . . . . . . . . . . . . . . . 66

4.7.2 Manually Unblocking the Remote Management Service . . . . . . . . . . . . . . . . . . . . . 67

4.8 Remote Operator Identification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67

4.9 Browser Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67

4.10 Session Security . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67

4.10.1 SSL Handshake. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68

4.10.2 Certificate Regeneration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68

5 Troubleshooting 69

A Cryptographic Details 79

A.1 Managed Device Key Pair Details . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79

A.2 Remote Operator Key Pair Details . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79

A.3 Remote Management Ticket Details . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80

A.4 Session Encryption Details . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80

B Best Practices 81

B.1 Closing the Remote Management Listener . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81

B.2 Closing Applications Launched During Remote Execute Operation . . . . . . . . . . . . . . . . . . . . 81

B.3 Identifying the Remote Operator on the Managed Device . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82

6 ZENworks 10 Configuration Management Remote Management Reference

B.4 Performing a Remote Control Session on a Device That Is Already Connected through a Remote

Desktop Connection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82

B.5 Determining the Management Console Name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82

B.6 Using the Aero Theme on Windows Vista, Windows 7, Windows Server 2008, and Windows

Server 2008 R2 devices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82

B.7 Enabling the Secure Attention Sequence (Ctrl+Alt+Del) Button when Remotely Controlling a

Windows Vista or Windows Server 2008 device . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83

B.8 Installing the Remote Management Service on a Windows XP Device through RDP . . . . . . . 83

B.9 Remote Management Performance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83

C Documentation Updates 85

C.1 March 30, 2010: SP3 (10.3) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85

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Contents 7

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8 ZENworks 10 Configuration Management Remote Management Reference

About This Guide

This Novell ZENworks 10 Configuration Management Remote Management Reference includes
information about Remote Management. The information in this guide is organized as follows:

 Chapter 1, “Overview,” on page 11

 Chapter 2, “Setting Up Remote Management,” on page 19

 Chapter 3, “Managing Remote Sessions,” on page 51

 Chapter 4, “Security,” on page 63

 Chapter 5, “Troubleshooting,” on page 69

 Appendix A, “Cryptographic Details,” on page 79

 Appendix B, “Best Practices,” on page 81

 Appendix C, “Documentation Updates,” on page 85

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Audience

This guide is intended for Novell

Feedback

We want to hear your comments and suggestions about this manual and the other documentation
included with this product. Please use the User Comments feature at the bottom of each page of the
online documentation, or go to the Novell Documentation Feedback site (http://www.novell.com/

documentation/feedback.html) and enter your comments there.

Additional Documentation

ZENworks Configuration Management is supported by other documentation (in both PDF and
HTML formats) that you can use to learn about and implement the product. For additional
documentation, see the ZENworks 10 Configuration Management SP3 documentation (http://

www.novell.com/documentation/zcm10/).

Documentation Conventions

In Novell documentation, a greater-than symbol (>) is used to separate actions within a step and
items in a cross-reference path.

®

A trademark symbol (
trademark.

, TM, etc.) denotes a Novell trademark. An asterisk (*) denotes a third-party

®

ZENworks® administrators.

When a single pathname can be written with a backslash for some platforms or a forward slash for
other platforms, the pathname is presented with a backslash. Users of platforms that require a
forward slash, such as Linux*, should use forward slashes as required by your software.

About This Guide 9

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10 ZENworks 10 Configuration Management Remote Management Reference

1

Overview

Novell® ZENworks® Configuration Management lets you remotely manage devices from the
management console. Remote Management allows you to:

 Remotely control the managed device

 Remotely run executables on the managed device

 Transfer files between the management console and the managed device

 Diagnose problems on the managed device

 Remotely wake up a powered-off managed device

Review the following sections:

 Section 1.1, “Remote Management Terminology,” on page 11

 Section 1.2, “Understanding Remote Management Operations,” on page 12

 Section 1.3, “Understanding Remote Management Features,” on page 14

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1

 Section 1.4, “Understanding Remote Management Proxy,” on page 16

1.1 Remote Management Terminology

Terms Description

Managed device A device that you want to remotely manage. To remotely manage a

device, ensure that the Remote Management component is
installed and the Remote Management service is running on the
device.

Management server A device where the ZENworks Configuration Management server is

installed.

Management console The interface for managing and administering the devices. For

performing the remote operations, you must install the Remote
Management viewer on the console.

Administrator A person who can configure Remote Management policies and

settings, and grant Remote Management rights to remote
operators.

Remote Management Service A managed device component that enables remote operators to

perform remote operations on the device.

Remote Management Viewer A management console application that enables a remote operator

to perform remote operations on the managed device. It allows the
remote operator to view the managed device desktop, transfer files,
and execute applications on the managed device.

Remote Management Listener A management console application that enables a remote operator

accept remote assistance requests from managed device users.

Overview

11

Terms Description

ZENworks Remote Management

SSL

Management Console

Remote Control

Remote View

File Transfer

Remote Execute

Remote Diagnostics

Remote

Operator

Managed Device

HTTPS HTTPS

ZENworks Server

Remote

Management Service

Z

Remote Management Proxy A proxy server that forwards Remote Management operation

requests from the Remote Management Viewer to a managed
device. The proxy is useful when the viewer cannot directly access
a managed device that is in a private network or on the other side of
a firewall or router that is using NAT (Network Address Translation).
As a prerequisite, the proxy must be installed on a Windows
managed device or a Linux device (Primary server, Satellite
device).

1.2 Understanding Remote Management Operations

Remote Management gives administrators control of a device without the requirement for an on-site
visit. It can save you and your organization time and money. For example, you or your
organization’s help desk can analyze and remotely fix the managed device’s problems without
visiting the user’s workstation, thereby reducing problem resolution times and increasing
productivity.

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Figure 1-1 Remote Management Operations

The following sections help you to understand the various Remote Management operations:

 Section 1.2.1, “Remote Control,” on page 13

 Section 1.2.2, “Remote View,” on page 13

 Section 1.2.3, “Remote Execute,” on page 13

 Section 1.2.4, “Remote Diagnostics,” on page 13

 Section 1.2.5, “File Transfer,” on page 13

 Section 1.2.6, “Remote Wake Up,” on page 14

12 ZENworks 10 Configuration Management Remote Management Reference

1.2.1 Remote Control

Remote Control lets you remotely control the managed device from the management console so that
you can provide user assistance and help resolve the device’s problems.

Remote Control establishes a connection between the management console and the managed device.
With remote control connections, you can perform all the operations that a user can perform on the
device. For more information, see Section 3.1, “Managing a Remote Control Session,” on page 51.

1.2.2 Remote View

Remote View lets you remotely connect with a managed device so that you can view the managed
device instead of controlling it. This helps you troubleshoot problems that the user encountered. For
example, you can observe how the user at a managed device performs certain tasks to ensure that the
user performs the task correctly. For more information, see Section 3.2, “Managing a Remote View

Session,” on page 55.

1.2.3 Remote Execute

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Remote Execute lets you run any executable with system privileges on the managed device from the
management console. To remotely execute an application, specify the executable name in the
Remote Execute window. For example, you can execute the
Registry Editor on the managed device. For more information, see Section 3.3, “Managing a Remote

Execute Session,” on page 56.

regedit

command to open the

1.2.4 Remote Diagnostics

Remote Diagnostics lets you remotely diagnose and analyze the problems on the managed device.
This increases user productivity by keeping desktops up and running. For more information, see

Section 3.4, “Managing a Remote Diagnostics Session,” on page 56.

Diagnostics provide real-time information that you can use to diagnose and fix the problems on the
managed device. The default diagnostics applications on the managed device include:

 System Information

 Computer Management

 Services

 Registry Editor

1.2.5 File Transfer

File Transfer lets you perform various file operations on the management console and the managed
device, such as:

 Copy files between the management console and the managed device.

 Rename files or folders

 Delete files or folders

 Create folders

Overview 13

 View the properties of files and folders

 Open files with the associated applications on the management console

For more information, see Section 3.5, “Managing a File Transfer Session,” on page 58

IMPORTANT: The File Transfer program allows you to access the network drives on the managed
device.

1.2.6 Remote Wake Up

Remote Wake Up lets you remotely wake up a single node or a group of powered-down nodes in
your network provided the network card on the node is enabled for Wake-on-LAN. For more
information, see Section 3.7, “Waking Up a Remote Device,” on page 60

1.3 Understanding Remote Management Features

The following sections helps you to understand the various Remote Management features:

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 Section 1.3.1, “Visible Signal,” on page 14

 Section 1.3.2, “Intruder Detection,” on page 14

 Section 1.3.3, “Session Encryption,” on page 15

 Section 1.3.4, “Audible Beep,” on page 15

 Section 1.3.5, “Keyboard and Mouse Locking,” on page 15

 Section 1.3.6, “Screen Blanking,” on page 15

 Section 1.3.7, “Abnormal Termination,” on page 15

 Section 1.3.8, “Overriding Screen Saver,” on page 15

 Section 1.3.9, “Automatic Session Termination,” on page 15

 Section 1.3.10, “Agent Initiated Connection,” on page 15

 Section 1.3.11, “Session Collaboration,” on page 16

 Section 1.3.12, “Remote Management Auditing,” on page 16

1.3.1 Visible Signal

Lets you provide a visible indication on the managed device desktop to inform the user that the
device is being remotely managed. The visible signal displays the identification of the remote
operator and the session details such as type of the remote session and start time of the session. The
user can terminate a particular remote session or close the signal dialog box to terminate all the
remote sessions.

1.3.2 Intruder Detection

The Intruder Detection feature significantly lowers the risk of the managed device being hacked. If
the remote operator fails to log in to the managed device within the specified number of attempts
(the default is 5), the Remote Management service is blocked and does not accept any remote
session request until it is unblocked.

14 ZENworks 10 Configuration Management Remote Management Reference

1.3.3 Session Encryption

The remote sessions are secured using Secured Socket Layer (TLSv1 protocol).

1.3.4 Audible Beep

When a remote session is active on the managed device you can generate an audible beep at regular
time intervals on the managed device as configured in the Remote Management policy.

1.3.5 Keyboard and Mouse Locking

Lets you lock the keyboard and mouse controls of the managed device during a remote session to
prevent the managed device user from interrupting the session.

NOTE: On Windows Vista managed devices, mouse and keyboard locks do not function if the Aero
theme is enabled.

1.3.6 Screen Blanking

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Lets you blank the screen on the managed device during a remote session to prevent the user from
viewing the actions performed by the remote operator during the session. The keyboard and mouse
controls of the managed device are also locked.

NOTE: Blanking the screen of a tablet PC managed device during a remote session degrades the
session performance.

1.3.7 Abnormal Termination

Lets you lock the managed device or log out the user on the managed device if a remote session is
abruptly disconnected.

1.3.8 Overriding Screen Saver

Lets you override any password-protected screen saver on the managed device during a remote
session.

This feature is not available on a Windows Vista*, Windows Server 2008, and Windows 7 managed
devices.

1.3.9 Automatic Session Termination

Automatically terminates a remote session if it has been inactive for a specified duration.

1.3.10 Agent Initiated Connection

Lets you enable the user on the managed device to request assistance from a remote operator. You
can preconfigure the list of remote operators to be available to the user. For more information, see

Section 2.8.2, “Initiating a Session from the Managed Device,” on page 43.

Overview 15

NOTE: This feature is currently supported only on Windows.

Management

Console

Public Network Private Network

Firewall

Demilitarized

Zone

Firewall

Remote

Management

Proxy

Managed

Device

1.3.11 Session Collaboration

Lets a group of remote operators collaborate to jointly perform a remote session. The master remote
operator can invite other remote operators to the session, delegate the remote control rights to
another remote operator to solve a problem, regain control from the remote operator, and terminate a
remote session. For more information, see Section 3.1.2, “Session Collaboration,” on page 53.

1.3.12 Remote Management Auditing

Lets you generate audit records for every remote session performed on the managed device. The
audit log is maintained on the managed device and is viewable by the user.

1.4 Understanding Remote Management Proxy

You cannot perform any remote management operation on a managed device that is on a private
network or is on the other side of a firewall or router that is using NAT (Network Address
Translation). This is because the NAT firewall hides the device IP address from the external network
and thereby blocks any connection request made to the device. To remotely manage such a device,
the remote operation must be routed through a Remote Management Proxy.

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For more information on routing the remote operation through proxy when initiating a remote
session from the Management Console, see Route Through Proxy in “Initiating a Remote

Management Session from the Device Context” on page 35.

For more information on routing the remote operation through proxy when initiating a remote
session from the device context, see Route Through Proxy in “Initiating a Remote Management

Session from the User Context” on page 38

Figure 1-2 Remote Management Proxy

You must install the proxy on a device that is placed in a demilitarized zone (DMZ). The device
where you install the proxy should be accessible from the public network that has the management
console and should be able to access devices that are in a private network. For information on
installing the remote management proxy, see Section 2.10, “Installing a Remote Management

Proxy,” on page 47.

16 ZENworks 10 Configuration Management Remote Management Reference

The remote management proxy listens on port 5750 by default for the incoming remote management
requests from the Remote Management Viewer, and forwards the requests to the device.

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Overview 17

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18 ZENworks 10 Configuration Management Remote Management Reference

2

Setting Up Remote Management

The following sections provide information on deploying the Remote Management component of

®

Novell

ZENworks® 10 Configuration Management in a production environment:

 Section 2.1, “Configuring the Remote Management Settings,” on page 19

 Section 2.2, “Enabling the Remote Management Listener,” on page 23

 Section 2.3, “Creating the Remote Management Policy,” on page 23

 Section 2.4, “Configuring the Remote Operator Rights,” on page 30

 Section 2.5, “Configuring the Remote Management Password,” on page 31

 Section 2.6, “Installing the Remote Management Viewer,” on page 33

 Section 2.7, “Upgrading the Remote Management Viewer,” on page 34

 Section 2.8, “Starting Remote Management Operations,” on page 34

 Section 2.9, “Options for Launching a Remote Management Operation,” on page 44

 Section 2.10, “Installing a Remote Management Proxy,” on page 47

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2

 Section 2.11, “Configuring a Remote Management Proxy,” on page 49

2.1 Configuring the Remote Management Settings

The Remote Management settings are rules that determine the behavior or the execution of the
Remote Management service on the managed device. The settings include configuration for the
ports, session settings, and performance settings during the remote session. These settings can be
applied at zone, folder, and device levels.

The following sections provide information on configuring the Remote Management settings at the
different levels:

 Section 2.1.1, “Configuring the Remote Management Settings at the Zone Level,” on page 19

 Section 2.1.2, “Configuring the Remote Management Settings at the Folder Level,” on page 22

 Section 2.1.3, “Configuring the Remote Management Settings at the Device Level,” on page 22

2.1.1 Configuring the Remote Management Settings at the Zone Level

By default, the Remote Management settings configured at the zone level apply to all the managed
devices.

1 In ZENworks Control Center, click Configuration.

2 In the Management Zone Settings panel, click Device Management, then click Remote

Management.

3 Select Run Remote Management Service on Port and specify the port to enable the Remote

Management service to run on that port.

Setting Up Remote Management

19

By default, the Remote Management service listens on port number 5950.

4 Select the Session Settings options:

Field Details

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Look Up Viewer DNS
Name at the Start of
the Remote Session

Allow Remote Session
when no user is logged
on to the managed
device

Enables the Remote Management service to look up for the DNS name of
the management console at the start of the remote session.

The name is saved in the audit logs and is displayed as a part of the
session information during the remote sessions. If this option is not
selected or the Remote Management service is unable to find the console
name, then the console name is displayed as unknown.

If your network does not have reverse DNS lookup enabled, then we
recommend that you disable this setting to prevent a significant delay in
starting the remote session.

Enables a remote operator to remotely manage a device when the policy
allows the remote operation but no user has logged in to the device. This
option is selected by default.

5 Select from the following options for improving the performance of a remote session:

Field Details

Suppress Wallpaper Suppresses the wallpaper on the managed device during a remote

session. This prevents the bitmap data of wallpaper from being repeatedly
sent to the Remote Management console and thereby enhances the
performance of the remote session.

Enable Optimization
Driver

Enables the optimization driver, which is installed by default on every
managed device. If you select this option, only the changed portion of the
screen on the managed device is captured and updated on the Remote
Management console during the remote session, thereby enhancing the
performance of the remote session.

6 (Optional) Configure a remote management proxy to perform remote operations on the

managed device.

If the managed device is on a private network or is on the other side of a firewall or router that
is using NAT (Network Address Translation), the remote management operation of the device
can be routed through a remote management proxy. You must install the proxy separately. For
information on installing the remote management proxy, see Section 2.10, “Installing a Remote

Management Proxy,” on page 47.

20 ZENworks 10 Configuration Management Remote Management Reference

Task Details

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Add a remote management
proxy

1. Click Add to display the Add Proxy Settings dialog box.

2. Fill in the following fields:

Proxy: Specify the IP address or DNS name of the remote
management proxy.

IP Address Range: Specify the IP addresses of the devices
you want to remotely manage through the remote management
proxy. You can specify the IP address range in one of the
following ways:

 Specify the range of IP addresses using CIDR (Classless

Inter-Domain Routing) notation. With CIDR, the dotted
decimal portion of the IP address is interpreted as a 32-bit
binary number that has been broken into four 8-bit bytes.
The number following the slash (/n) is the prefix length,
which is the number of shared initial bits, counting from the
left side of the address. The /n number can range from 0 to
32, with 8, 16, 24, and 32 being commonly used numbers.
Examples:

123.45.678.12/16: Specifies all IP addresses that start with

123.45.

123.45.678.12/24: Specifies all IP addresses that start with

123.45.678.

 Specify the range of IP addresses in the From IP address -

To IP address

123.45.678.12 - 123.45.678.15: Specifies all IP addresses
in the range 123.45.678.12 to 123.45.678.15.

format. For example:

Delete a remote
management proxy

1. Select the proxy you want to delete.

2. Click Delete, then click OK.

7 (Optional) Configure an application to be launched on the managed device during the Remote

Diagnostics session by adding it to the Diagnostics Applications list. By default, the list
includes the following applications:

 System Information

 Computer Management

 Services

 Registry Editor

The following table lists the tasks that you can perform to customize the Diagnostics
Applications list:

Setting Up Remote Management 21

Task Details

Add an application 1. Click Add.

2. Specify the application name and the application path on the
managed device.

3. Click OK.

Delete an application 1. Select the application you want to delete.

2. Click Delete, then click OK.

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Revert to default
applications

1. Click Revert, then click OK.

8 Click Apply, then click OK.

These changes are effective on the device, when the device is refreshed.

2.1.2 Configuring the Remote Management Settings at the Folder Level

By default, the Remote Management settings configured at the zone level are applied to all the
managed devices. However, you can modify these settings for the devices within a folder:

1 In ZENworks Control Center, click Devices.

2 Click the folder (details) for which you want to configure the Remote Management settings.

3 Click Settings, then click Device Management > Remote Management.

4 Click Override.

5 Edit the Remote Management settings as required.

6 To apply the changes, click Apply.

or

To revert to the system settings configured at the zone level, click Revert.

7 Click OK.

These changes are effective on the device, when the device is refreshed.

2.1.3 Configuring the Remote Management Settings at the Device Level

By default, the Remote Management settings configured at the zone level are applied to all the
managed devices. However, you can modify these settings for the managed device:

1 In ZENworks Control Center, click Devices.

2 Click Servers or Workstations to display the list of managed devices.

3 Click the device for which you want to configure the Remote Management settings.

4 Click Settings, then click Device Management > Remote Management.

5 Click Override.

22 ZENworks 10 Configuration Management Remote Management Reference

6 Edit the Remote Management settings as required.

7 To apply the changes, click Apply.

or

To revert to the previously configured system settings on the device, click Revert.

If the Remote Management settings on the device were configured at the folder level, the
settings revert to the configured folder level settings; otherwise, they revert to the default zone
level settings.

8 Click Ok.

These changes are effective on the device, when the device is refreshed.

2.2 Enabling the Remote Management Listener

To enable a Remote Management Listener to listen for connections from a managed device:

1 In ZENworks Control Center, click Devices.

2 In Device Tasks in the left pane, click Remote Management Listener.

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3 In the Remote Management Listener dialog box, specify the port to listen for the remote

connections. By default, the port number is 5550.

4 Click OK.

The ZENworks Remote Management Listener icon appears in the notification area.

2.3 Creating the Remote Management Policy

The Remote Management policy lets you configure the behavior or execution of a Remote
Management session on the managed device. The policy includes settings for Remote Management
operations such as Remote Control, Remote View, Remote Execute, Remote Diagnostics, and File
Transfer, and also allows you to control settings for security.

By default, a secure Remote Management policy is created on the managed device when the
ZENworks Adaptive Agent is deployed with the Remote Management component on the device.
You can use the default policy to remotely manage a device. To override the default policy, you can
explicitly create a Remote Management policy for the device.

1 In ZENworks Control Center, click the Policies tab.

2 In the Policies list, click New, then click Policy to display the Select Policy Type page.

3 Select Remote Management Policy, click Next to display the Define Details page, then fill in

the fields:

Policy Name: Provide a unique name for the policy. The policy name must be different than
the name of any other item (group, folder, and so forth) that resides in the same folder.

Folder: Type the name or browse to the ZENworks Control Center folder where you want the
policy to reside. The default is
your policies.

Description: Provide a short description of the policy’s content. This description displays in
the summary page of the policy in ZENworks Control Center.

/policies

, but you can create additional folders to organize

Setting Up Remote Management 23

4 Click Next to display the Remote Management General Settings page. To accept the default

settings, proceed to the next step, or use the information specified in the following table to
change the default settings.

Field Details

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Allow User to Request a
Remote Session

Terminate the Remote
Session When Permission Is
Required from a New User
Logging In to the Managed
Device

Display Remote Session Audit
Information to the User on the
Managed Device

Display Remote Management
Properties in the ZENworks
Icon

Edit To edit the message displayed to the user on the managed device

Restore default To restore the default message:

Enables the user on the managed device to request a remote
operator to perform a remote session. The remote operator must
ensure that the Remote Management Listener is running.

Terminates an ongoing remote session when permission is
required from a new user who has logged into a remotely managed
device.

Allows the user on the managed device to view the audit
information for remote sessions from the ZENworks icon.

Allows the user on the managed device to view the properties
associated with the Remote Management policy in the ZENworks
icon.

before starting a remote session:

1. Click Edit to display the Edit Message dialog box.

2. Edit the message.

3. Click OK.

1. Click Restore default to revert to the default message.

Add a Remote Listener To add a Remote Listener:

1. Click Add.

2. In the Add Remote Listener dialog box, specify the DNS
name or IP address of the management console and the port
number on which the Remote Management Listener will listen
for remote session requests.

3. Click OK.

Delete a Remote Listener To delete a Remote Listener:

1. Select the Remote Listener you want to delete.

2. Click Delete.

5 Click Next to display the Remote Control Settings page. To accept the default settings, proceed

to the next step, or use the information specified in the following table to change the default
settings.

24 ZENworks 10 Configuration Management Remote Management Reference

Field Details

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Allow Managed Device to be
Controlled Remotely

Ask Permission from User on
Managed Device Before
Starting Remote Control

Give Visible Signal to User on
Managed Device During
Remote Control

Give Audible Beep to User on
Managed Device Every [ ]
Seconds During Remote
Control

Allow Managed Device Screen
to be Blanked During Remote
Control

Allow Managed Device Mouse
and Keyboard to be Locked
During Remote Control

Allow Screen Saver to be
Automatically Unlocked During
Remote Control

Allows Remote Control sessions on the managed device.
Selecting this option enables the subsequent options on the page.
Deselecting the option disables the Remote Control operation on
the device.

Allows you to request permission from the user on the managed
device before starting a Remote Control session.

Displays a visible signal in the top right corner of the managed
device desktop during the Remote Control session. The visible
signal lets the user on the managed device know that a Remote
Control session is in progress.

Generates a beep on the managed device during a Remote
Control session. The beep is generated periodically after the
specified number of seconds.

Enables blanking of the screen of the managed device during a
Remote Control session. Selecting this option also locks the
keyboard and the mouse controls of the managed device.

Enables locking of the managed device mouse and keyboard
during a Remote Control session.

Enables the unlocking of a password-protected screen saver from
the Remote Control Viewer before the start of a Remote Control
session on the managed device.

Automatically Terminate
Remote Control Session After
Inactivity of [ ] Minutes

Terminates a Remote Control session on the managed device if it
has been inactive for the specified duration.

6 Click Next to display the Remote View Settings page. To accept the default settings, proceed to

the next step, or use the information specified in the following table to change the default
settings.

Field Details

Allow Managed Device to
be Viewed Remotely

Ask Permission from
User on Managed Device
Before starting Remote
View

Give Visible Signal to
User on Managed Device
During Remote View

Allows Remote View sessions on the managed device. Selecting this
option enables the subsequent options on the page. Deselecting the
option disables the Remote View operation on the device.

Allows you to request permission from the user on the managed device
before starting a Remote View session.

Displays a visible signal in the top right corner of the managed device
desktop during the Remote View session.The visible signal lets the user
on the managed device know that a Remote View session is in
progress.

Setting Up Remote Management 25

Field Details

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Give Audible Beep to
User on Managed Device
Every [ ] Seconds During
Remote View

Generates a beep on the managed device during the Remote View
session. The beep is generated periodically after the specified number
of seconds.

7 Click Next to display the Remote Diagnostics Settings page. To accept the default settings,

proceed to the next step, or use the information specified in the following table to change the
default settings.

Field Details

Allow Managed Device to be
Diagnosed Remotely

Ask Permission from User on
Managed Device Before
starting Remote Diagnostics

Give Visible Signal to User
on Managed Device During
Remote Diagnostics

Give Audible Beep to User
on Managed Device Every [ ]
Seconds During Remote
Diagnostics

Allows Remote Diagnostics sessions on the managed device.
Selecting this option enables the subsequent options on the page.
Deselecting the option disables the Remote Diagnostics operation
on the device.

Ensures that the remote operator requests permission from the user
on the managed device before starting a Remote Diagnostics
session.

Displays a visible signal in the top right corner of the managed
device desktop during the Remote Diagnostics session.The visible
signal lets the user on the managed device know that a Remote
Diagnostics session is in progress.

Generate a beep on the managed device during the Remote
Diagnostics session. The beep is generated periodically after the
specified number of seconds.

Allow Managed Device
Screen to be Blanked During
Remote Diagnostics

Display Warning Message
Before Reboot for [ ]
Seconds

Automatically Terminate
Remote Diagnostics Session
After Inactivity of [ ] Minutes

Enables blanking of the screen of the managed device during a
Remote Diagnostics session. The managed device keyboard and
mouse are always locked during a Remote Diagnostics session.
Selecting this option also disables the visible signal on the managed
device.

Displays a warning message on the managed device at the start of
the Remote Diagnostics session, reminding the user to save all
existing applications. This warning message is displayed for the
specified duration to prevent the user from losing any unsaved data,
because the remote operator might initiate a system reboot during
the Remote Diagnostics session.

Terminates the Remote Diagnostics session if it is inactive for the
specified duration.

8 Click Next to display the Remote Execute Settings page. To accept the default settings, proceed

to the next step, or use the information specified in the following table to change the default
settings.

26 ZENworks 10 Configuration Management Remote Management Reference