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Barracuda MSP Knowledgebase

Premium Remote Control - Generate a new UID for a cloned device

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If you encounter a scenario where a partner receives a Computer not found error when trying to connect using Premium Remote Control, or they report that when trying to connect to one device, they are connected to another, this can be corrected by generating a new UID for the ISL agent. The most common cause of this is a device that has been cloned from an existing device and had Premium Remote Control installed.

  1. Ensure your Premium Remote Control is up to date (see this Knowledge Base article).
  2. Stop Premium Remote Agent Service service on the machine (go to command prompt and execute net stop isl_always_on).
  3. Open regedit and navigate to HKEY_LOCAL_MACHINE\SOFTWARE\ISL Online\ISL AlwaysOn.
    If you are using 64-bit Windows, the appropriate key is located in HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\ISL Online\ISL AlwaysOn.
  4. Delete the binary content key called uid.
  5. Create a new binary content key called _ghost_ with content 01.
  6. Start Premium Remote Agent Service service on the machine (go to command prompt and execute net start isl_always_on).
  7. Wait 4 hours for the Asset Collection to occur, or click Get Latest Assets on the Device Overview page.

Alternatively, you can run the following in an Elevated Command line.

64-bit

net stop isl_always_on
REG DELETE "HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\ISL Online\ISL AlwaysOn" /v uid /f
REG ADD "HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\ISL Online\ISL AlwaysOn" /v _ghost_ /t REG_BINARY /d 01 /f
net start isl_always_on

32-bit

net stop isl_always_on
REG DELETE "HKEY_LOCAL_MACHINE\SOFTWARE\ISL Online\ISL AlwaysOn" /v uid /f
REG ADD "HKEY_LOCAL_MACHINE\SOFTWARE\ISL Online\ISL AlwaysOn" /v _ghost_ /t REG_BINARY /d 01 /f
net start isl_always_on

Reference

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