While attempting to take control of a machine in Track-It! Technician Client, a "Name Not Found" error may appear as shown below.

NOTE: If the Remote Control process was working previously, but now has appeared to stop working, it could be related to a known issue that has been logged with our development team. Please see Article 000009753.

This error typically appears when the Remote Control Host software is not being installed on the target workstation, or if the NHSTW32.exe is not running properly. Please follow the steps below to verify that host software is installed and running properly on the remote workstation:

1. If the target Remote Host machine is running Windows Server 2012 R2 or Windows 8.1, check the Windows Application Event Log for NetOp Host for NT Service errors.

2. Check to see that the following directory exists, and make sure the directory contains all of the remote files (~67 files and a handful of folders):

3. On the host machine verify that the Numara Remote Control Helper or BMC Track-It! Remote Control Helper service appears under Windows Services. If the service is already running, try stopping it and then starting it again to see if that has resolved the issue.

If the service is not present at all, the Remote Host is not installed. Check the following:

1. From the Technician Client machine, verify you can connect to the remote host machine's C$ share via \\%MachineName%\C$.
2. On the Track-It! application server, open the following directory (default):

 

3. Open the Numara.TrackIt.Business.Inventory.xml or TrackIt.Business.Inventory.xml file with Notepad.
4. Verify that the following line exists in the file:

 

5. If any of the first 4 steps fail verification, please confirm that the machine name can be pinged from the Technician Client machine, and make sure it returns the correct IP Address.
6. Next follow one of the articles below, depending on Track-It! version, for information on installing the Remote Host manually, and then run TELNET MachineName 6502 in a command prompt from the Technician Client machine to verify that the service is listening on the Host machine: