Consider the following scenario. You try to use any feature of Systems Management Server (SMS) 2003 Remote Tools to connect to an SMS client. For example, you may try to start a Remote Control session. When you do this, you may be prompted for credentials even though you already have permissions to access the client. After you enter valid credentials, you still cannot access the client.

When Remote Tools logging is enabled on the client, the following log entry is written to the Wuser32.log file:

Unable to lookup account name <domain\username>

Note This log entry is written when the SMS Remote Control Agent service starts. You can enable Remote Tools logging on the client by following the instructions that are mentioned in KB195859.

When the SMS Remote Control Agent service starts, it tries to validate the accounts in the list of permitted viewers. To do this, the service must access a domain controller. If a domain controller is not available when the service starts, Remote Tools may be unable to access the SMS client. A domain controller may not be available, for example, when the computer is not connected to a network when the service starts. This is a common scenario for laptop users who use virtual private network (VPN) connections to dial into a corporate network.

Hotfix information

A supported hotfix is available from Microsoft. However, this hotfix is intended to correct only the problem that is described in this article. Apply this hotfix only to systems that are experiencing this specific problem. This hotfix might receive additional testing. Therefore, if you are not severely affected by this problem, we recommend that you wait for the next software update that contains this hotfix.

If the hotfix is available for download, there is a "Hotfix download available" section at the top of this Knowledge Base article. If this section does not appear, contact Microsoft Customer Service and Support to obtain the hotfix.

Note If additional issues occur or if any troubleshooting is required, you might have to create a separate service request. The usual support costs will apply to additional support questions and issues that do not qualify for this specific hotfix. For a complete list of Microsoft Customer Service and Support telephone numbers or to create a separate service request, visit the following Microsoft Web site: Note The "Hotfix download available" form displays the languages for which the hotfix is available. If you do not see your language, it is because a hotfix is not available for that language.

Prerequisites

You must have SMS 2003 Service Pack 2 (SP2) installed before you apply this hotfix.

Restart requirement

You do not have to restart the computer after you apply this hotfix.

Hotfix replacement information

This hotfix does not replace any other hotfixes.

File information

The English version of this hotfix has the file attributes (or later) that are listed in the following table. The dates and times for these files are listed in coordinated universal time (UTC). When you view the file information, it is converted to local time. To find the difference between UTC and local time, use the Time Zone tab in the Date and Time tool in Control Panel.

Use these workarounds, as appropriate for your situation:

• Restart the SMS Remote Control Agent service on the SMS client.
• Connect to the SMS client by using an account that is a member of the client's local Administrators group.

Microsoft has confirmed that this is a problem in the Microsoft products that are listed in the "Applies to" section.

For more information, click the following article number to view the article in the Microsoft Knowledge Base: For more information about how to enable remote control logging, click the following article number to view the article in the Microsoft Knowledge Base: