Hello,

we recently upgraded to ZCC 2017 SP2.

Our help desk team has been using remote control to support windows 7 Pro machines on our LAN for quite a long time, since 11.0 AFAIK. The team machines are also Win 7 Pro.

Recently, due to lack of available Windows licenses, we decided to switch the HD team machines to linux (SLES specifically, since we have the licenses).

I set up a test machine, and took the following steps:

1) installed SLES 12 SP2 (x64), the latest Oracle 8 x64 JRE (since ZCM apparently doesn't like the IBM JRE bundled with SLES), and the latest version of firefox with support for the Java plugin (51.0.1 64 bit)
2) Made sure that the helper package (novell-zenworks-zcc-helper-17.2.0-860.noarch.rpm) wasn't installed on the machine (rpm -e novell-zenworks-zcc-helper-17.2.0-860.noarch)
3) Accessed the ZCC Server URL (we have just one server);
4) Localized my machine in the inventory, marked its checkbox and selected 'Remote Control...' on the left side options;
5) Chose my machine IP (same results with my machine name, BTW), 'Remote Control', 'Rights' based access);
6) The 'Detecting ZCC helper box' appeared, and after a while, gave the message 'Unable to detect ZCC Helper on your machine';
7) Clicked the Download link, firefox downloads the 'novell-zenworks-zcc-helper-17.2.0-860.noarch.rpm' package from the server and lauches YAST for install;
8) *FIRST ERROR*: when I click 'Install'->'Accept', YAST says:

Error: INVALID:novell-zenworks-zcc-helper-17.2.0-860.noarch (file-ac93a2c1): Signature verification failed [4-Signatures public key is not available]
Header V4 DSA/SHA1 Signature, key ID afe68dca: NOKEY
Header SHA1 digest: OK (4c2d1e6e34ff815f286f9b7d2332502e7b1bbae2)
MD5 digest: OK (e78cf76e75fa7efb083b8bff61c575fd)
V4 DSA/SHA1 Signature, key ID afe68dca: NOKEY

9) Nevertheless, I click 'Ignore' and the package installs. I can see it's installed because the directories and files are create at /opt/novell/zenworks..., and 'rpm -qa | grep zcc' gives me 'novell-zenworks-zcc-helper-17.2.0-860.noarch'
10) Go back to the Helper Download Box, click 'Lauch'. The box returns with 'A New Version of ZCC Helper is required to be installed'.
11) At this point, the steps 7-10 repeats: when I click 'Download new ZCC Helper', it just downloads the same version (novell-zenworks-zcc-helper-17.2.0-860.noarch.rpm) and never gets past this.

Inspecting the lauch URL on the logs, I noticed that the URL requests version 17.2.0-865, not 17.2.0-860 :

zcclaunch://172.20.0.120:443/remote-mgmt?sltid=@OB@6e6a6b686f686f6f626a6a64646a67e3&hn s=null~alsrv005.al.sp.gov.br~172.20.0.120~alsrv005 .al.sp.gov.br&locale=en-US&opuid=1eb085cc32da4b80bbedd8bd12644322&version=17.2.0.865&fpalgo=SHA-256&fp=@OB@6b69353a64693032303a61646e6160626937396 5603833373f63353769673b37606d66626b62353c62653e303 03863353d63323e67646768603f34613f35616e64303269303 c67653d33623d34606a61666f62333d65656866336f376467e f&uiparam=1455248643645010

And indeed, looking at the /opt/novell/zenworks/install/downloads/rpm and /opt/novell/zenworks/install/downloads/msi folders on the server, there are different versions of the helper for windows (.msi file) and linux (.rpm file):

alsrv005:/opt/novell/zenworks/install/downloads/msi # ls -l *helper*
-rwxrwxr-x 1 zenworks zenworks 3833856 Dec 4 2016 novell-zenworks-grouppolicyhelper-17.0.0.1197.msi.superceded
-rwxrwxr-x 1 zenworks zenworks 3833856 Feb 9 21:49 novell-zenworks-grouppolicyhelper-17.2.0.890.msi
-rwxrwxr-x 1 zenworks zenworks 15458304 Dec 11 2016 novell-zenworks-zcc-helper-17.0.0.1222.msi.superceded
-rwxrwxr-x 1 zenworks zenworks 16379904 Feb 9 21:56 novell-zenworks-zcc-helper-17.2.0.865.msi

alsrv005:/opt/novell/zenworks/install/downloads/rpm # ls -l *helper*
-rwxrwxr-x 1 zenworks zenworks 12387529 Dec 12 2016 novell-zenworks-zcc-helper-17.0.0-1222.noarch.rpm.superceded
-rwxrwxr-x 1 zenworks zenworks 13381665 Feb 9 21:56 novell-zenworks-zcc-helper-17.2.0-860.noarch.rpm

Since the URL asks for version 17.2.0-865, and we only have 17.2.0-860 for linux, I think that may be the cause for the 'infinite download' loop. Is there some patch to give a newer .rpm package for linux, at least 17.2.0-865, so we can verify if remote control works? Is it available on ZCC 2017 SP3?

Thank you,
Luis Derani.