Agent and Agent Browser. Updated Friday, January 26, Autotask Corporation

Transcription

1 Agent and Agent Browser Updated Friday, January 26, Autotask Corporation

2 Table of Contents Table of Contents 2 The AEM Agent and Agent Browser 3 AEM Agent 5 Privacy Mode 9 Agent Browser 11 Agent Browser Tools 39 Create a Ticket in the Agent Browser 69 Wake-On-LAN 72 Network Level Authentication 75 User Tasks 78 Test SNMP Monitoring in the Agent Browser 82 Supported Operating Systems and Agent Requirements 88 Features of Windows, macos, Linux and Mobile Device Agents 91 Managed and OnDemand Agents 106 Create an Agent Policy 108 Index Autotask Corporation l Page 2 of 113

3 The AEM Agent and Agent Browser About the Agent The Autotask Endpoint Management (AEM) Agent is a lightweight software program installed on a device that supports Agent installation. The Agent gathers up-to-date information about the device's health and status and communicates it to the Web Portal. Having the necessary information ready in the Web Portal, the AEM administrator can use the Agent to proactively monitor the devices, deploy patches, push out policies, create alerts and tickets, execute scripts, run scheduled jobs, or even enable a remote connection to these devices. While the Agent facilitates the connection to another device, the connection is established through the Agent Browser that can be launched from the Agent or the Web Portal. For information about Agent types, available operating systems and deployment options, refer to Deploy and Install Agents on Servers, Desktops and Laptops. For more information about the Agent, refer to "AEM Agent" on page 5. About the Agent Browser The Agent Browser is only available for Managed Agents on Microsoft Windows devices. OnDemand Agents and operating systems other than Windows do not have an Agent Browser. In order to establish a connection between two devices, both the device you are connecting from and the device you are connecting to needs to have an Agent installed but the connection will be established through the AEM Agent Browser. If you would like to connect to a network device or printer that cannot have an Agent installed, the Agent Browser will use a network node to establish the connection. The Agent Browser is launched from the AEM Agent or the AEM Web Portal. Once a connection has been set up to a remote device, a variety of tasks can be executed on the endpoint. The Agent Browser allows you to diagnose and fix many issues remotely, and often in the background, without the user being aware of it. You can connect to more than one device at the same time, that is, you can have multiple sessions open in the Agent Browser. The Agent Browser allows you to: Take a screenshot of the endpoint or open a remote takeover tool Open a command shell on the remote device or access its Service Manager, Task Manager, File Manager, Registry Editor or Event Viewer Shut down or restart the remote device 2018 Autotask Corporation l Page 3 of 113

4 Deploy an Agent to devices on the remote network and wake up those devices Run quick jobs on the remote device While the Agent Browser is only available for Managed Agents on Microsoft Windows devices, the Agent Browser can connect to Managed and OnDemand devices, on Windows, macos or Linux operating systems, with varying options available to each. For a detailed list of the remote takeover and remote device task options on each operating system, refer to "Features of Windows, macos, Linux and Mobile Device Agents" on page 91. You can also initiate a browser connection, a direct connection or a custom tunnel connection to network devices and printers. For more information, refer to "Remote takeover tools" on page 62. For information about how to log into the Agent Browser and connect to a device, refer to "Agent Browser" on page 11. For information about what tools are available in the Agent Browser, refer to "Agent Browser Tools" on page Autotask Corporation l Page 4 of 113

5 AEM Agent All users The Autotask Endpoint Management (AEM) Agent is a lightweight software program installed on a device that supports agent installation. For more information, refer to "Supported Operating Systems and Agent Requirements" on page 88. The Agent gathers up-to-date information about the device's health and status and communicates it to the Web Portal. The Agent can be used to proactively monitor a device, deploy patches, push out policies, create alerts and tickets, execute scripts, run scheduled jobs, or even enable a remote connection to the device by opening the Agent Browser. For information about how to connect to a remote device, refer to "Agent Browser" on page 11. The AEM Agent Process (AEMAgent.exe, introduced as part of the AEM release) is a child process of the main AEM Agent Service (CagService) and is dedicated solely to performing endpoint monitoring tasks. Audit and other data submissions are performed by the main AEM Agent Service. Location of the AEM Agent Process and the AEM Agent Service by operating system: Operating System Windows AEM Agent Service 32-bit version of Windows - %ProgramFiles%\CentraStage 64-bit version of Windows - %ProgramFiles (x86)%\centrastage AEM Agent Process %ProgramData%\CentraStage\AEMAgent macos /Applications/AEM Agent.app /usr/local/share/centrastage/aemagent Linux /opt/centrastage /usr/local/share/centrastage/aemagent For information on the location of the log files, refer to How do I find the AEM log files? For information about Agent update settings, refer to Agent Updates. How to... Access the Agent The Agent is only visible on macos or Windows devices. The Linux Agent runs purely in Service Mode and is not visible to the end user. 1. Ensure you have an Agent installed on your device. For information about Agent types, available 2018 Autotask Corporation l Page 5 of 113

6 operating systems and deployment options, refer to Deploy and Install Agents on Servers, Desktops and Laptops. 2. Locate the AEM icon in the system tray or menu bar of your device. If the Agent is running, the icon should be displayed by default. Depending on the status of the Agent and whether you have applied custom branding, you may see different icons. For more information, refer to "Managed and OnDemand Agents" on page 106. You can launch the icon by opening the Agent Monitor which can be accessed by navigating to AEM on the list of installed programs on your device. If you have an Agent installed but the icon is not displayed, the icon may be hidden through an Agent policy. For further information, refer to "Hide the AEM Agent Icon" on page Depending on your operating system (macos or Windows), click or right-click on the AEM icon to be presented with the following options: Some options may not be available on macos devices. Field Open Description Opens the Agent Browser window. The Agent Browser is only available for Managed Agents on Windows devices. For further information, refer to "Log into the Agent Browser" on page Autotask Corporation l Page 6 of 113

7 Field Device description Privacy Mode Options Settings Restart About Description Only available on Windows devices. Enter your device description. It will update the device description in the Web Portal as well. Refer to Device Summary. Enables privacy mode to control any connection to be established to the device. For more information, refer to "Privacy Mode" on page 9. Only available on Windows devices. It allows you to configure your Agent and Agent Browser settings. For more information, refer to "Configure the Agent and Agent Browser" on page 7. Allows you to restart the Agent. For more information, refer to How can I restart the AEM Agent? Displays the Agent version and the name of your company. You can configure the latter in Setup > Branding. For further information, refer to Branding. Exit / Quit Exits the Agent and Agent Browser. Configure the Agent and Agent Browser You have the option to configure your Agent and Agent Browser settings on Windows devices. 1. Right-click on the AEM icon. 2. Select Settings. 3. A new window will open where you can configure the following: Tab name Network RDP Description You can apply proxy settings for your Agent. For more information, refer to Configure proxy settings in the AEM Agent. Allows you to configure your settings for an RDP remote takeover session. You can define: Display resolution and size Whether you want to share remote audio settings and local disk drives Whether you want to apply the remote desktop background and font smoothing To learn how to start an RDP remote takeover session, refer to "Remote takeover tools" on page 62. VNC Allows you to change the default password used in a VNC remote takeover session. If you opt to change this password, ensure that the same change is undertaken on all devices involved as this password is used to authenticate the end-to-end connection for VNC. To learn how to start a VNC remote takeover session, refer to "Remote takeover tools" on page Autotask Corporation l Page 7 of 113

8 Tab name Preferences Advanced Description You can set the following preferences: Show offline devices in search results. Refer to "Connect to a device" on page 22. Select the device for me after connecting. Refer to "Agent Browser Tools" on page 39. Ask me to enter notes or activity when closing a device. Refer to "Connect to a device" on page 22. Always play a new chat message sound. Refer to "Agent Browser Tools" on page 39. Auto re-connect to disconnected devices. Refer to "Connect to a device" on page 22. Force this device to become a Connection Broker (CB). For more information, refer to Connection Brokers. Allows you to: Define the type of log file you want to save. For more information about the location of the log files, refer to How do I find the AEM log files? Define where to store the cache. The AEM service needs full access rights to this folder. Reset the Agent Browser size and position Autotask Corporation l Page 8 of 113

9 Privacy Mode Privacy Mode is a method by which the end user can control any connection to be established to their device. When Privacy Mode is enabled on a device, the end user will be prompted to accept or deny requests for a connection to their device, including remote takeover sessions. The connection cannot be established until the request is accepted by the end user. Privacy Mode applies to all remote support tools in the Agent Browser as well. Privacy Mode can be enabled by the end user on the device, or in the Web Portal through an Agent policy. Once Privacy Mode is enabled, it can only be disabled by the end user on the device itself. The user can only enable or disable Privacy Mode if the AEM icon is not hidden. For more information, refer to "Hide the AEM Agent Icon" on page 111. How to... Enable Privacy Mode on the Device 1. Right-click on the AEM icon in the system tray or click on the AEM icon in the menu bar and hover over Privacy Mode Options. 2. Select one of the options below. Field Privacy Mode Off for 30 minutes Off for 1 hour Off for 2 hours Definition Toggle to turn Privacy Mode on or off. Disables Privacy Mode for 30 minutes after which it will automatically be reenabled. This is not a toggle. Disables Privacy Mode for 1 hour after which it will automatically be reenabled. This is not a toggle. Disables Privacy Mode for 2 hours after which it will automatically be reenabled. This is not a toggle Autotask Corporation l Page 9 of 113

10 Field Off for today Definition Disables Privacy Mode for 12 hours after which it will automatically be reenabled. This is not a toggle. To learn about other settings available in the Agent, refer to "AEM Agent" on page 5. Enable Privacy Mode through an Agent policy For information on how to activate Privacy Mode through an Agent policy, refer to "Create an Agent Policy" on page 108. Disable Privacy Mode Once privacy mode has been enabled, it cannot be disabled either through the Web Portal or the Agent Browser. Privacy mode can only be disabled by the end user on the device itself. 1. Right-click on the AEM icon in the system tray or click on it in the menu bar and hover over Privacy Mode Options. 2. Turn off Privacy Mode by deselecting it. If you would like to prevent the end users from enabling or disabling Privacy Mode, you can create an Agent policy to hide the Agent icon. For further information, refer to "Hide the AEM Agent Icon" on page Autotask Corporation l Page 10 of 113

11 Agent Browser All users unless the AEM icon is hidden or the Agent Browser mode is disabled. Refer to "Create an Agent Policy" on page 108. Double-click on the AEM icon in the taskbar notification area Right-click on the AEM icon in the taskbar notification area > click Open Click the Start menu > All Programs > CentraStage > Agent Browser The Agent Browser is only available for Managed Agents on Microsoft Windows devices. OnDemand Agents and operating systems other than Windows do not have an Agent Browser. The Autotask Endpoint Management (AEM) Agent Browser is launched from the AEM Agent or the AEM Web Portal. Any connection to a remote device is established through the AEM Agent Browser which offers multiple tools to open a remote takeover session on the endpoint or execute tasks on it. The Agent Browser allows you to connect to more than one device at the same time. While the Agent Browser is only available for Managed Agents on Microsoft Windows devices, the Agent Browser can connect to Managed and OnDemand devices, on Windows, macos or Linux operating systems, with varying options available to each. For a detailed list of the remote takeover and remote device task options on each operating system, refer to "Features of Windows, macos, Linux and Mobile Device Agents" on page 91. You can also initiate a browser connection, a direct connection or a custom tunnel connection to network devices and printers. For more information, refer to "Remote takeover tools" on page 62. In order to establish a connection between two devices, both the device you are connecting from and the device you are connecting to needs to have an Agent installed. If you would like to connect to a network device or printer that cannot have an Agent installed, the Agent Browser will use a network node to establish the connection. For information about Agent types, available operating systems and deployment options, refer to Deploy and Install Agents on Servers, Desktops and Laptops. How to... Log into the Agent Browser The Agent Browser is only available for Managed Agents on Microsoft Windows devices Autotask Corporation l Page 11 of 113

12 Access to the Agent Browser and the available options may be specified in an Agent policy. For further information, refer to "Create an Agent Policy" on page Open the Agent through any of the paths indicated above. 2. The following window will open: 3. The following tabs will be displayed on the right pane along with a few basic details about the device: Tab name Summary Tasks Tickets Description Displays the Agent version installed on your own device and basic information including hostname, site name, domain, IP address, and more. Allows you to run components on your device if the components are enabled as User Tasks in the Web Portal. For further information, refer to "User Tasks" on page 78. Allows you to create a ticket. For more information, refer to "Create a Ticket in the Agent Browser" on page The left pane will allow you to log into the Agent Browser. Enter your Username and Password Autotask Corporation l Page 12 of 113

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14 You may see a different logo and text in this window. For information on how to apply custom Agent branding, refer to Branding. 5. Select the check box Keep me logged in if you would like the Agent Browser to remember your login credentials. The credentials will be saved until the AEM Agent or the computer is restarted, or until the Agent Browser has been inactive for 8 hours. If you have forgotten your password, you can reset it by clicking on the Forgotten your password? hyperlink. For more information, refer to Reset your password in the Agent Browser. 6. Click Login. 7. You are now logged into the Agent Browser. You will see the following areas on the page: Field Logo Description The desktop shortcut of the Agent Browser. To learn how to add your own logo, refer to Branding Autotask Corporation l Page 14 of 113

15 Field Product Name Description Displayed next to the desktop shortcut logo and as the first menu in the menu bar. For information on how to customize the product name, refer to Branding. Click on the product name and you will be presented with the following options: Open Web Portal - Opens the Web Portal in a new window. It will prompt you to log in if you were not logged in before. Logout - Logs you out of the Agent Browser. You'll be redirected to the login page. Close - Closes the Agent Browser window. It will also log you out unless you have the Keep me logged in option enabled on the Agent Browser login pane. Change Password - Opens the Web Portal in a new window where you can change your password. It will prompt you to log in if you were not logged in before. For information on how to change your password, refer to Manage Passwords. Security Level - Allows you to change your security level that you are using in the Agent Browser. For further information, refer to Change your security level. Tools A list of the available Agent Browser tools. They become active once you are connected to a device. For further information, refer to "Agent Browser Tools" on page Autotask Corporation l Page 15 of 113

16 Field View Description Allows you to specify what information you would like to see about the devices in the Connected Devices area and the Search results. Click View and you will see that, by default, Column 1 displays the Hostname of the device and Column 2 displays the Description of the device. You can change the default information by choosing any of the following options: Hostname Description User-Defined Fields 1-10 Last User Reset All - Resets the default values. Example of Column 1 showing the Hostname of the device and Column 2 showing the Description of the device Autotask Corporation l Page 16 of 113

17 Field Description For further information about the fields, refer to Device Lists. Connected Devices The list of devices you are connected to. You can connect to multiple devices at the same time. Use the Search area to find devices and connect to them. For information on how to connect to a device, refer to "Connect to a device" on page Autotask Corporation l Page 17 of 113

18 Field Search Description Use this area to find devices and connect to them. The search results will display your devices under their respective site. - Search for specific devices by entering their hostname, description, serial number, IP address or last user and clicking on the icon. If you don't specify your device and click on the icon, it will populate all your devices Autotask Corporation l Page 18 of 113

19 Field Description - Search for a site by entering a specific site name, or leave the search field blank and click on the icon to populate all the sites Autotask Corporation l Page 19 of 113

20 Field Description - Search for a favorite device by entering its hostname, description, serial number, IP address or last user, or leave the search field blank and click on the icon to populate all your favorite devices. Hover over the question mark 2018 Autotask Corporation l Page 20 of 113

21 Field Description next to Search and over the icons next to the search field for tips on how to best target your search. Once you have located the device, it will be displayed along with the name of the site it is added to. Click on the Refresh icon 2018 Autotask Corporation l Page 21 of 113

22 Field Description next to the site name to refresh the list of results. For information on how to connect to the device you have located, refer to "Connect to a device" on page 22. The device you are connecting from will not be displayed in the search results. User, platform Connect to a device In the bottom left of the Agent Browser window, you can see the name of the logged in user and the platform URL. For further information about the AEM platforms, refer to AEM Platforms. Once you have logged into the Agent Browser, you can use the Search area to find devices that you would like to connect to. For further information, refer to "Search" on page 18. The search results will display online devices first. Offline devices can be identified by an offline icon. Managed devices allow unattended remote connection, that is, unless Privacy Mode is enabled, you do not need the end user's permission to establish a connection to a Managed device. However, you can only connect to an OnDemand device if the end user requests the connection Autotask Corporation l Page 22 of 113

23 You can specify in the Agent Browser settings if you want to see offline devices when performing a search. For more information, refer to "Configure the Agent and Agent Browser" on page 7. You will be able to search for and see any device that is added to your AEM site (except for the device you are connecting from), however, you will only be able to connect to online devices. Connect to a Managed device 1. Once you have logged into the Agent Browser, search for the device you would like to connect to. Refer to "Search" on page Click on the device. 3. If Privacy Mode is enabled on the remote device, the end user will receive a notification that you would like to connect to their device. They can accept or decline the request. For more information, refer to "Privacy Mode" on page 9 and "Create an Agent Policy" on page Autotask Corporation l Page 23 of 113

24 4. Once the connection has been established, the device will appear in the Connected Devices section. If a peer-to-peer connection fails to be established at the start of a connection, all communication between devices will traverse the Tunnel Servers. A peer-to-peer connection is identified by green bars 2018 Autotask Corporation l Page 24 of 113

25 relayed connection via a Tunnel Server is identified by blue bars, a 2018 Autotask Corporation l Page 25 of 113

26 front of the device. For more information, refer to Connecting Agents through the Tunnel Server Grid. in Unless you have connected to a device with "Privacy Mode" on page 9 enabled (and not modified through an Agent policy), or initiate a remote takeover session through one of the "Remote takeover tools" on page 62, the end user will not be aware that you are connected to their device. In case you lose the connection to a device, you can have the Agent Browser auto re-connect to it. Go to Settings > Preferences and select Auto re-connect to disconnected devices. For more information, refer to "Configure the Agent and Agent Browser" on page Click on the device in the Connected Devices section to be able to use the "Agent Browser Tools" on page Autotask Corporation l Page 26 of 113

27 You can connect to a Managed device through the Web Portal as well. For more information, refer to Remote Actions. Connect to an OnDemand device OnDemand Agents appear offline, unless the end user requests a connection to the device. Once the connection request is received, you (the technician or Administrator) can initiate the connection. 1. Advise the end user to open the Agent on their device through any of the paths indicated above. 2. The following window will open: 2018 Autotask Corporation l Page 27 of 113

28 3. Advise the end user to click on the Connect button in the left pane Autotask Corporation l Page 28 of 113

29 4. Once the request has been submitted, the end user will get the following message: 2018 Autotask Corporation l Page 29 of 113

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31 The logo and text may be customized. Refer to Branding. 5. Once the end user has submitted the request for support, the device will appear online and you can use the Search area in your Agent Browser to find the device and connect to it. Refer to "Search" on page Click on the device. 7. A pop-up window will open. Click Yes to initiate an OnDemand session. 8. If Privacy Mode is enabled on the remote device, the end user will receive a notification that you would like to connect to their device. They can accept or decline the request. For more information, 2018 Autotask Corporation l Page 31 of 113

32 refer to "Privacy Mode" on page 9 and "Create an Agent Policy" on page Once the connection has been established, the device will appear in the Connected Devices section, and you can use any of the Agent Browser tools available, just like in a Managed session. Refer to "Agent Browser Tools" on page 39. You can connect to a Managed device through the Web Portal as well. For more information, refer to Remote Actions. Connect to a network device or printer 1. Once you have logged into the Agent Browser, search for the device you would like to connect to. Refer to "Search" on page Click on the device. 3. The device will appear in the Connected Devices section Autotask Corporation l Page 32 of 113

33 4. Click on the device in the Connected Devices section to be able to use the "Agent Browser Tools" on page 39. You can connect to a Managed device through the Web Portal as well. For more information, refer to Remote Actions. Force a relayed connection to a device Some firewalls may intermittently (usually between 30 and 60 seconds) disconnect you from your connected device whilst in peer-to-peer mode resolve this issue and bypass peer-to-peer connection, AEM offers a method of forcing the remote. To 2018 Autotask Corporation l Page 33 of 113

34 connection to be handled through a Tunnel Server. This is called Forced Relay mode. 1. Make sure you close all remote connections in the Agent Browser. To do that, click the X next to your devices in the Connected Devices area and once you have disconnected from all the devices, rightclick on the AEM icon in the taskbar notification area and click Close all remote connections. 2. Once all the connections are closed, search for the device you wish to connect to. 3. BEFORE clicking to connect to the device, hold down the Shift key on the keyboard. 4. Whilst holding down the Shift key, click on the device to connect Autotask Corporation l Page 34 of 113

35 5. The device will now appear in the Connected Devices area with blue bars to it to indicate a relayed connection. next Perform a task on a connected device When you are connected to a device, you can execute a variety of tasks on it. For information about remote device task options, refer to "Agent Browser Tools" on page 39. Disconnect from a device 1. To close the connection to a device, hover over it in the Connected Devices area, and click the X at the end of the row. 2. If your AEM account is integrated with Autotask PSA, the following window will appear: 2018 Autotask Corporation l Page 35 of 113

36 Field Add note Activity Description Add a summary about the remote session. Displays the activities carried out during the remote session, with a start and an end date. Select any of the activities that you would like to add to an Autotask PSA ticket. SNMP Test Tool activities will not be added to the Autotask PSA ticket. Add to Existing Ticket Click this button to add the selected activities to an already existing PSA ticket as an internal note. A ticket list will be loaded. By default, the list will show a maximum number of 100 PSA tickets that have a status other than "Complete" for the device you connected to. You can also search: By description or ticket number Without any description or ticket number, just by clicking the Search button. In this case, the list will show a maximum number of 100 PSA tickets that have a status other than "Complete" for the site that the device you connected to belongs to. Select one or more tickets that you want to add the activities to. The following information is displayed about the tickets: Ticket Number - Click the ticket number to view the ticket in Autotask PSA in a new window. If you were already logged into PSA or single sign-on is configured for you, you will be directed to the Ticket Detail page. If you are not logged into PSA, you will be required to enter your login credentials first. Ticket Title Status Date Created Primary Resource 2018 Autotask Corporation l Page 36 of 113

37 Field New Ticket Save Cancel Description Click this button to add the selected activities to a new PSA ticket. A pop-up window will open and the Ticket Title and Description will automatically be filled in. The Description will contain all of the activities carried out during the remote session. Click OK to save the ticket or Cancel to stop the action. Click Save to save your selections. Click Cancel to stop the action. 3. If your AEM account is not integrated with Autotask PSA, the following window will appear: Field Devices Notes Don't show this window again Description The name and description of the device you connected to. Add a summary about the remote session. Select this check box if you would not like this window to pop up in the future Autotask Corporation l Page 37 of 113

38 Field Save Description Click Save to add your notes. They will appear on the Device Summary page. You can also enter a note while you are connected to a device. Refer to "Agent Browser Tools" on page 39. Cancel Click Cancel to stop the action. 4. The device will no longer be listed in the Connected Devices area. If you would not like to enter activity or notes when closing a device, you can update your preferences. Refer to "Configure the Agent and Agent Browser" on page To make sure you have closed all remote connections, right-click on the AEM icon in the taskbar notification area and click Close all remote connections. Configure the Agent Browser settings The Agent Browser settings can be configured through the AEM Agent. For more information, refer to "Configure the Agent and Agent Browser" on page Autotask Corporation l Page 38 of 113

39 Agent Browser Tools Your security level permissions define your access to the Agent Browser Tools. Refer to Security Levels. The Autotask Endpoint Management (AEM) Agent Browser allows you to connect to a remote device and execute a variety of actions on it. This topic will explain the function of the Agent Browser Tools that are at your disposal once the connection to a device has been established. While the Agent Browser is only available for Managed Agents on Microsoft Windows devices, the Agent Browser can connect to Managed and OnDemand devices, on Windows, macos or Linux operating systems, with varying options available to each. For a detailed list of the remote takeover and remote device task options on each operating system, refer to "Features of Windows, macos, Linux and Mobile Device Agents" on page 91. You can also initiate a browser connection, a direct connection or a custom tunnel connection to network devices and printers. For more information, refer to "Remote takeover tools" on page 62. To be able to access the Agent Browser, you need to have an Agent installed on your device. For more information, refer to Deploy and Install Agents on Servers, Desktops and Laptops. How to... Access and use the Agent Browser Tools The Agent Browser is only available for Managed Agents on Microsoft Windows devices. In order to access the Agent Browser Tools: 1. Log into the Agent Browser and search for the device you would like to connect to. For more information, refer to "Log into the Agent Browser" on page 11 and "Connect to a device" on page Once the connection has been established, collapse the Search area and click on the device in the Connected Devices section. This will activate the Agent Browser Tools available for the device on the left of the screen and the device Summary page on the right of the screen Autotask Corporation l Page 39 of 113

40 You can specify in the Agent Browser settings if the connected device should be selected automatically in order to activate the Agent Browser Tools. Refer to "Configure the Agent and Agent Browser" on page 7. The Summary page will display the Agent version installed on the device and basic information including hostname, description, site name, domain, IP address, and more. You can refresh the information by clicking on the Refresh button 2018 Autotask Corporation l Page 40 of 113

41 the top right corner and you can mark this device as a Favorite in 2018 Autotask Corporation l Page 41 of 113

42 the top left corner. Network devices and printers show limited information. in 3. Clicking on a tool on the left of the screen will open it on the right of the screen, next to Summary. You can have multiple tools open at the same time. You can navigate between the tabs by clicking on their name or by choosing them from the drop-down in the top right corner. You can close each tab by clicking on X in the top right corner of the tab Autotask Corporation l Page 42 of 113

43 4. You can open the tools by clicking on their icon on the left of the screen or by clicking on the Tools menu in the menu bar and selecting the required tools. 5. Double-click on any tab or drag and drop it to break it out into a separate window. These windows can then be arranged on your screen as required. 6. Drag a tab and drop it on the top, bottom, left or right of the screen to dock it Autotask Corporation l Page 43 of 113

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45 7. Once a tab is docked, you can auto-hide it by clicking on the Auto-Hide icon the top right corner. in 2018 Autotask Corporation l Page 45 of 113

46 8. This will hide your tab. Hover over the tab to expand it and click on the Auto-Hide icon dock it again. to List of Agent Browser tools Depending on the type of device you are connecting to and your security level permissions, you have various tools available in the Agent Browser. For more information, refer to "Features of Windows, macos, Linux and Mobile Device Agents" on page 91 and Security Levels. Network devices and printers only have the following tools available: Connect (HTTP), Connect (Telnet/SSH), Connect (Custom Tunnel) Autotask Corporation l Page 46 of 113

47 Name Description Icon Screenshot Takes a screenshot of the remote device. Save the image by clicking on the Save icon in Windows Services Command Shell Agent Deployment the top left corner above the image. Allows you to control services on the remote device. Select a service from the list to: Review its description Check its properties Restart the service Pause the service Stop the service Start the service Opens a command shell on the remote device where you can enter your commands. Allows you to deploy the AEM Agent to devices on the remote network. For more information, refer to LAN Deployment Using the Agent Browser (Windows Only) Autotask Corporation l Page 47 of 113

48 Icon Name Task Manager Description Monitors resources such as CPU, memory, disk usage or network traffic in real time on the remote device. It allows you to: Select a process and kill it by clicking on the End Process icon in the top left corner of the screen. Highlight a process in the CPU area and click the Search Online button 2018 Autotask Corporation l Page 48 of 113

49 Icon Name Description in the top left corner of the screen. It will perform a Google search on the selected process. You can have a quick look at the CPU and memory usage of the remote device next to the thumbnail image of the device on the left of the screen just above the Agent Browser tool icons. The red bar indicates the CPU usage and the blue bar indicates the memory usage. Click on the pause button 2018 Autotask Corporation l Page 49 of 113

50 Icon Name Description above the bars to pause the feedback on these pieces of information temporarily Autotask Corporation l Page 50 of 113

51 Icon Name File Management Description The File Management tool presents you with a tree structure of folders of the remote device, and a number of icons that allow you to perform the following actions: Download item(s)... - Select any file or folder on the remote device and click Download item(s)... In the pop-up window, select where you would like the item(s) to be saved on your device Autotask Corporation l Page 51 of 113

52 Icon Name Description Upload files... - Navigate to a location on the remote device where you would like to upload your file(s) to. Click Upload files..., and select one or more files from your device to upload them to the remote device Autotask Corporation l Page 52 of 113

53 Icon Name Description Copy to my desktop - Select any file or folder on the remote device and click Copy to my desktop. It will copy the selected item(s) to the desktop of your device Autotask Corporation l Page 53 of 113

54 Icon Name Description Copy - Select any file or folder on the remote device, click Copy, and then paste the item(s) to another location on the remote device. You can also copy the item(s) by using the Ctrl+C combination on your keyboard, or by right-clicking on the item(s) and selecting Copy Autotask Corporation l Page 54 of 113

55 Icon Name Description Cut - Select any file or folder on the remote device, click Cut, and then paste the item(s) to another location on the remote device. You can also cut the item(s) by using the Ctrl+X combination on your keyboard, or by right-clicking on the item(s) and selecting Cut Autotask Corporation l Page 55 of 113

56 Icon Name Description Paste - Copy or cut any file or folder on the remote device, and then click Paste to copy or move the item(s) to another location on the remote device. You can also paste the item(s) by using the Ctrl+V combination on your keyboard, or by right-clicking on the item(s) and selecting Paste Autotask Corporation l Page 56 of 113

57 Icon Name Description New Folder - Navigate to a location on the remote device where you would like to add a new folder and click New Folder, or use the right-click menu and select New Folder Autotask Corporation l Page 57 of 113

58 Icon Name Description Edit Name - Select a file or folder and click Edit Name, or right-click on the item and select Edit Name. This will allow you to rename the item. You can only rename one item at a time Autotask Corporation l Page 58 of 113

59 Icon Name Description Refresh - Refreshes the current view of the files and folders of the remote device Autotask Corporation l Page 59 of 113

60 Icon Name Description Delete - Select any file or folder on the remote device and click Delete to permanently delete the selected item(s). You can also use the Delete key on your keyboard, or right-click on the item(s) and select Delete. When an action cannot be performed on the selected item(s) or in the selected location, the corresponding button and right-click option is disabled. The File Management tool also allows you to: Drag and drop any file or folder from your device to the remote device. Sort the files and folders of the remote device by Name, Size, and Last Modified date by clicking on any of the column headers. Follow up on the progress of file transfer and management below the file and folder structure of the remote device. You can also cancel any or all actions by clicking on Cancel or Cancel All Autotask Corporation l Page 60 of 113

61 Icon Name Description Registry Editor Quick Jobs Event Viewer Wake Up Drive Information Allows you to add and edit registry items on the remote device. Allows you to run quick jobs on the remote device. Click on Execute Job to run the component or application as a quick job. For more information, refer to Schedule and Run Jobs. Allows you to view the event logs on the remote device. Allows you to wake up devices that are in the same site and subnet as the device you are connected to. For more information, refer to "Wake-On-LAN" on page 72. Allows you to view the following information about the current local drives of the remote device: Name, Drive, Type, Size, Free, File System, % (percentage used). Click on any of the column headers to sort the information by that column. This tool also allows you to create or delete network drive mappings on the remote device: To add a network drive, click on the plus sign in the Mapped Drives area and specify the following drive settings: Drive Letter, Folder, select if the end user should use their current credentials, be prompted for credentials on use, or connect as a different user. To remove a network drive, select the drive in the Mapped Drives area and click on the minus sign. The changes will be applied when the end user next logs onto the remote device. The Operations Log area will display details on your drive mapping operations. Right-click anywhere in the Operations Log area and click Clear to delete all of the log entries. Sort the log information by clicking on any of the column headers: Time, Operation, Drive, User, Message, Action Autotask Corporation l Page 61 of 113

62 Icon Name Shut Down Restart SNMP Test Tool Description Allows you to shut down the device. Click on the arrow next to the icon to access both the Shut down and the Restart tools. Allows you to restart the device. You can access it by clicking on the arrow next to the Shut down icon. Only available if the device you are connected to is a network node device. It allows you to test network devices using SNMP. For more information, refer to "Test SNMP Monitoring in the Agent Browser" on page 82. Remote takeover tools VNC Opens a Virtual Network Computing (VNC) shared screen session on the remote device. Click on the icon to share the remote user's desktop, mouse and keyboard. If you would like to open a VNC session without the ability to control the remote device, click on the arrow next to the VNC icon and click Connect in View Only Mode. To learn how to configure your VNC remote takeover settings, refer to "Configure the Agent and Agent Browser" on page Autotask Corporation l Page 62 of 113

63 Icon Name RDP Description Opens a Remote Desktop Protocol (RDP) session when clicking on the icon. RDP will create a new desktop on the remote device, i.e. it will create a separate (not shared) session and will prompt you to log in. If you would like to see what is shown on the remote device's screen using RDP, click on the arrow next to the RDP icon and click Connect to Console Session. To learn how to configure your RDP remote takeover settings, refer to "Configure the Agent and Agent Browser" on page 7. For information about Network Level Authentication in RDP sessions, refer to "Network Level Authentication" on page 75. Splashtop Connect (HTTP) Opens a remote takeover session via Splashtop. For further information, refer to Splashtop Remote Screen Share Integration. This option lets you set up a browser connection to any managed device in AEM. The device's network node will act as a proxy to establish the connection without the need of a VPN or any additional tool. The following information is displayed and/or configurable: Hostname - The name of the device you are connected to in the Agent Browser. Description - The description of the device you are connected to in the Agent Browser. URL - Enter the URL (and the port number if necessary) of the device you would like to establish the HTTP Proxy connection to. The details of the device you are connected to in the Agent Browser are automatically filled in. Connection Type - HTTP Proxy Open browser automatically after successful connection - Select the check box to apply this setting. Start connection automatically next time - Select the check box to apply this setting. Via network node - Shows the network node that is used to establish the connection. Status - Displays the status as per the log details. Start/Stop - Allows you to start or stop the connection via HTTP Proxy. Save Defaults - Click to save the current settings for future connections. Logging - Displays the activity log. HTTPS connection is not currently supported Autotask Corporation l Page 63 of 113

64 Icon Name Connect (Telnet/SSH) Connect (Custom Tunnel) Description This option lets you connect to the terminal interface of any managed device in AEM. The device's network node will be used to set up the connection through PuTTY. Once the connection is established, AEM will launch the remote shell. The following information is displayed and/or configurable: Hostname - The name of the device you are connected to in the Agent Browser. Description - The description of the device you are connected to in the Agent Browser. URL and port number - Enter the URL and port number of the device you would like to establish the Telnet/SSH connection to. The details of the device you are connected to in the Agent Browser are automatically filled in. Connection Type - Select SSH or Telnet. Open PuTTY automatically after successful connection - Select the check box to apply this setting. Start connection automatically next time - Select the check box to apply this setting. Via network node - Shows the network node that is used to establish the connection. Status - Displays the status as per the log details. Start/Stop - Allows you to start or stop the connection via SSH or Telnet. Save Defaults - Click to save the current settings for future connections. Logging - Displays the activity log. This option lets you use any application directly on any device. A common use case is using a third-party management console on a Windows Device. The following information is displayed and/or configurable: Hostname - The name of the device you are connected to in the Agent Browser. Description - The description of the device you are connected to in the Agent Browser. URL and port number - Enter the URL and port number of the device you would like to establish a custom connection to. The details of the device you are connected to in the Agent Browser are automatically filled in. Connection Type - Custom. After connected, run the following command - Select the check box to apply this setting, and enter a command you would like to run on the device. Start connection automatically next time - Select the check box to apply this setting. Via network node - Shows the network node that is used to establish the connection. Status - Displays the status as per the log details. Start/Stop - Allows you to start or stop the custom connection. Save Defaults - Click to save the current settings for future connections. Logging - Displays the activity log. RDP connections made via the Agent's Custom Tunnelling feature will not respect the Agent's Privacy Mode setting. Users will still be required to enter the Username and Password of the device they are connecting to. You may sometimes experience issues when trying to use a remote takeover tool. To troubleshoot, refer to Why am I unable to initiate remote takeover? Chat and Notes 2018 Autotask Corporation l Page 64 of 113

65 Icon Chat Name Description Send messages to the end user of the connected device. Enter your message and hit Enter or click the chat icon. It will display a chat window on the endpoint and the end user will be able to reply to the message. Not available when connected to network devices or printers. You can click the Copy Chatlog to Clipboard button to copy the conversation. This button will not appear in the chat window of the connected device Autotask Corporation l Page 65 of 113

66 Icon Name Description You can specify in the Agent Browser settings if you want to play a sound when you receive a new chat message. Refer to "Configure the Agent and Agent Browser" on page Autotask Corporation l Page 66 of 113

67 Icon Notes Name Description Add notes to the connected device. Enter your message and hit Enter or click the save button. You can choose to show notes from: Yesterday 7 days / 30 days ago 3 months / 6 months ago 1 year ago From beginning Any note added here will be visible in the Notes section on the Device Summary page. Refer to Device Summary Autotask Corporation l Page 67 of 113

68 Icon Name Description You can also add a note when closing the connection to a device. For more information, refer to "Disconnect from a device" on page Autotask Corporation l Page 68 of 113

69 Create a Ticket in the Agent Browser In addition to the Web Portal, tickets can also be created in the Agent Browser. This allows end users to submit tickets using the AEM Agent installed on their local device. The tickets will appear in the Web Portal. How to... Create a ticket End users can create tickets in their Agent Browser by following these steps: 1. Open the Agent Browser on your device by double-clicking on the AEM system tray icon. 2. Select the Tickets tab. 3. Click New Ticket. 4. Complete the Ticket Title and Description fields. 5. Click OK to submit the ticket Autotask Corporation l Page 69 of 113

70 6. An notification will be sent to the assigned resource, and the ticket will appear in the AEM Web Portal. You will be able to view open tickets on the Tickets tab in the Agent Browser. Edit a ticket End users can edit and close tickets in their Agent Browser by following these steps: 1. Open the Agent Browser on your device by double-clicking on the AEM system tray icon. 2. Select the Tickets tab. 3. Click on the pencil icon next to the ticket you would like to edit. You will be able to see any notes added by the technician and you can also add further notes Autotask Corporation l Page 70 of 113

71 4. Clicking on Close will complete the ticket and it will no longer be visible in the Agent Browser. AEM technicians or administrators will still be able to access the ticket via the Web Portal. Configure assigned resources for tickets The assigned resource for tickets submitted via the Agent Browser can be configured in the AEM Web Portal. The selected recipient will receive notifications of new tickets when submitted. The assigned resources can be configured at the Account and Site level as well. Resources configured at the Site level will override any set at the Account level. For further information, refer to Account Settings and Site Settings Autotask Corporation l Page 71 of 113

72 Wake-On-LAN About Wake-on-LAN Wake-on-LAN is an industry standard protocol that, given that the device has access to a power source, allows for compatible devices to be turned on or awakened remotely. It typically only works for laptops that are connected to the main supply. The Wake-on-LAN functionality can be especially useful when maintenance tasks, such as backups or installation of software upgrades need to be performed on a device after business hours. If the device is in sleep mode or turned off but has access to a power source, it will continue to scan data coming in from the network. If configured, it will be able to look for a special data sequence called Magic Packet to wake up the device. Magic Packets are usually sent over the entirety of a network and contain the subnet information, network broadcast address and MAC address of the target computer s network card, whether Ethernet or wireless. In Autotask Endpoint Management (AEM), Wake-on-LAN requires an online Agent in the same site and subnet as the device you wish to wake up. The remote device also needs to be properly configured as detailed below. Requirements for Wake-on-LAN in AEM In AEM an Agent can send a Magic Packet to wake up a remote device if: The Agent is in the same site and subnet as the device you would like to wake up UDP Ports 7 and 9 are enabled on the remote device The remote device's network adapter is enabled to allow a Magic Packet to wake the device How to... Wake up a remote device through the Agent Browser 1. Log into the Agent Browser. Refer to "Log into the Agent Browser" on page Connect to a device in the same site and subnet as the device you wish to wake. Refer to "Connect to a device" on page Autotask Corporation l Page 72 of 113

73 3. Click Tools > Wake Up or click the Wake up remote devices icon 4. The Wake Up tab will open on the right of the window and will show a list of all the offline devices that are in the same site and subnet as your connected device. 5. Select the device(s) that you wish to wake up and click Wake Up Autotask Corporation l Page 73 of 113

74 6. This will send a Magic Packet to the remote device(s) so that you can perform further actions on them. To learn about the remote tools that you have at your disposal, refer to "Agent Browser Tools" on page 39. Use Wake-on-LAN in patch management policies AEM supports Wake-on-LAN requests in patch management policies to wake the targeted devices before the policy is due to start. You must, however, have a network node device in the same site as your targeted devices to use this feature. (Local Caches can also be nominated as network nodes.) For further information, refer to Nominate a device as a network node, and the POWER section in Create a Patch Management Policy Autotask Corporation l Page 74 of 113

75 Network Level Authentication About Network Level Authentication Network Level Authentication (NLA) is an authentication tool used in Remote Desktop Services (RDP Server) or Remote Desktop Connection (RDP Client), introduced in RDP 6.0 in Windows Vista and above. NLA is sometimes called front authentication as it requires the connecting user to authenticate themselves before a session can be established with the remote device. Starting a remote session on a device (e.g. a server) requires many processes to run in the background which can use up CPU resources on the remote device. This can be prevented by requiring the connecting user to authenticate themselves first. Any failed attempt made by an unauthorized user will not allow to establish a connection and, consequently, will not use the device's CPU resources. Requiring user authentication before the remote session also offers a layer of defense against Denial of Service (DoS) attacks. When a user tries to establish a connection to a device with NLA enabled, NLA will delegate the user's credentials from the client through a client side Security Support Provider to the server for authentication before creating a session. Only once the user authentication is successful will the connection be established. How to... Enable / Disable Network Level Authentication NLA can be enabled / disabled on the target device by accessing one of the paths below: Start menu > Control Panel > System and Security > System > Remote Settings > Remote > Remote Desktop > select Allow connections only from computers running Remote Desktop with Network Level Authentication Start menu > Control Panel > right-click on Computer > Properties > Remote Settings > Remote > Remote Desktop > select Allow connections only from computers running Remote Desktop with Network Level Authentication Open an RDP session with a device with NLA enabled 1. Log into the Agent Browser. Refer to "Log into the Agent Browser" on page Connect to a server. Refer to "Connect to a device" on page Autotask Corporation l Page 75 of 113

76 3. Click Tools > Windows RDP or click the Remote Desktop Protocol icon 4. You will now be prompted to authorize yourself in order to establish the connection. Enter your Username and Password. 5. Select Use Network Level Authentication.. The option to use NLA will be grayed out on incompatible devices. 6. Select Remember passwords for this device if you want your password to be remembered for future RDP sessions. 7. Click Login to establish the connection Autotask Corporation l Page 76 of 113

77 8. The connection will be established if the user authentication has been successful Autotask Corporation l Page 77 of 113

78 User Tasks Schedule and Run Jobs Learn how to run jobs at a scheduled time, immediately through a quick job, or as a user task directly from the Agent Browser. About User Tasks A component can be enabled as a User Task in the Autotask Endpoint Management (AEM) Web Portal. Once that is done and an audit has been performed, the component gets automatically downloaded to every device that has the AEM Agent installed and will be displayed in the Agent Browser under the Tasks tab. These components can then be run by the end user directly from within the Agent Browser. This functionality provides the end user with a self service portal where they can install software, run maintenance tasks, and complex scripts all with a single click of a button. There is no need to log into the Agent Browser to run a User Task, and no need for computer administrator access. How to... Enable a component as a User Task 1. Log into the AEM Web Portal and click on the Components tab Autotask Corporation l Page 78 of 113

79 2. On the component you wish to make available as a User Task, click on the Toggle User Task icon. This functionality is only available for components of the categories Applications and Scripts. 3. A confirmation box will appear to confirm that the component will be downloaded to every Agent, that is, to all the devices in the account. It will also confirm the component size. Click OK to continue Autotask Corporation l Page 79 of 113

80 4. This will activate the Toggle User Task icon to the component. next 5. Make sure an audit is performed on your devices. This can be an automatic or a manual audit. Refer to Audits. 6. The component will now become available as a User Task in the Agent Browser under the Tasks tab. For more information, refer to "Agent Browser" on page 11. Run a User Task 2018 Autotask Corporation l Page 80 of 113

81 1. Open the Agent Browser window. For further information, refer to "Log into the Agent Browser" on page Click on the Tasks tab on the right of the window. 3. Click Run next to the component that you want to run on the local device Autotask Corporation l Page 81 of 113

82 Test SNMP Monitoring in the Agent Browser About SNMP monitoring When you re setting up and configuring your SNMP monitoring, it can be useful to be able to test some of the functionality before you start applying it to your devices. For example, you might want to confirm that the SNMP response to a specific Object Identifier (OID) comes in the format that you expect, or that a device can actually be connected to over UDP port 161 by your network node device. To test this, you can use the AEM Agent on the network node device to test out SNMP monitoring and connectivity. Requirements You should be familiar with the process of how to nominate a device as a network node device and how your network devices can be discovered and managed by a network node. For further information on this, refer to Network Discovery. If you are not familiar and comfortable with the concepts, terminology and technology around SNMP, please refer to the guides we collected in the topic referenced above. This document assumes that you know the SNMP OIDs (Object Identifiers) that you want to monitor, and the thresholds / values that you want to monitor for. You may find out more about the SNMP OIDs from the device vendor or from the device documentation. How to... Connect to a network device and test an SNMP monitor 1. Log into the Agent Browser. For more information, refer to "Log into the Agent Browser" on page Search for and connect to the device you have nominated as a network node. For more information, refer to "Connect to a device" on page Autotask Corporation l Page 82 of 113

83 Network nodes can be recognized in the list from their green computer icon. The SNMP Test Tool is only available for network node devices. For more information, refer to Network Discovery. 3. Once your network node appears in the Connected Devices area, select it to activate the Agent Browser Tools. Refer to "Agent Browser Tools" on page Autotask Corporation l Page 83 of 113

84 4. Click on the Test network devices using SNMP icon This will bring up the SNMP Test Tool tab Autotask Corporation l Page 84 of 113

85 5. Enter the network device details in the bottom left window. Field Device Name IP Address SNMP version Community Description Enter the name of the device you wish to monitor (e.g. Cisco router). Enter the internal IP address of the device. Choose SNMP version v1, v2c, or v3. If you are connecting over SNMP v3, you will also need to populate the required authentication details. For further information, refer to SNMP Credentials. The community string works as a password. Enter the community string of your device. The default read-only community string is "public" but your device may have a customized community string. 6. Click Save to add the device. It will now show up in the top window. 7. Click the Add icon in the bottom right window to add an SNMP OID to be monitored or to test if the device is offline Autotask Corporation l Page 85 of 113

86 Field Offline Test Description Select this option if you want to know when the device goes offline. This will automatically fill in the following details: OID Test Name Alert if Operator Value If you want to monitor for a setting or value, enter the OID here (e.g ). You can only enter it if the Offline Test option is unchecked. Enter a name for the test (e.g. Temperature). Enter the reason for the alert (e.g. "System temperature is too hot"). Select one of the operators from the drop-down list (Equal, Not Equal, Less, Less or Equal, Greater than, Greater or Equal, Contains, Starts with, Ends with). Specify the threshold for the alert Autotask Corporation l Page 86 of 113

87 8. Click Save. 9. Repeat steps 7-8 for any additional OIDs that you want to monitor. 10. Once the monitor has been applied to the network node (up to about 30 seconds), the result will be shown in the monitor in the bottom right window. Under the Value column, a green status bar will show that the current SNMP value is within your configured thresholds, while a red one will show that it is outside of an acceptable value Autotask Corporation l Page 87 of 113

88 Supported Operating Systems and Agent Requirements Operating Systems The Autotask Endpoint Management (AEM) Agent can be installed on a wide range of operating systems that are outlined below. Operating System / Device Windows Version Windows XP SP3 (Home, Professional, Professional x64 editions) Windows Vista 32/64-bit (Starter, Home Basic & Premium, Business, Enterprise, Ultimate editions) Windows Server 2003 & R2 SP2 32/64-bit (Web, Standard, Enterprise, Datacenter, Small Business, Home Server editions) Windows 7 (32/64-bit) Windows 8/8.1 (32/64-bit) Windows 10 (32/64-bit) Windows 2008 & R2 32/64-bit (Standard, Enterprise, Datacenter, Web, Small Business) Windows Server 2012 (64-bit) & Windows Server 2012 R2 (64-bit) Windows Server 2016 (64-bit) macos* macos and Linux** Fedora 19, 20, 21, 22, 23*** Debian 7, 8 CentOS 7 Ubuntu: current Long-Term Support (LTS) versions. Refer to list of releases. Red Hat Enterprise Linux 7 and later versions*** Smartphones and Tablets ios 7 and later versions Android and later versions * The Agent will work on macos 10.7.x and later versions but support is provided and the Agent is tested only on the versions specified above. ** The Agent may work with any Debian-based distribution but support is only provided for the ones listed. *** For new installations of the AEM Linux Agent, you must pre-install the Mono runtime. For further information, refer to this article. Under certain circumstances, the Agent installer can become blocked on Windows Server 2003 devices, thus aborting the installation process. In this case, the installer must be "unblocked" in the file's Properties menu. April 2017 marks the 3-year anniversary of Microsoft s end-of-life of Windows XP and Windows 2003 Server has been end-of-life since July Updates are no longer issued for these platforms; running them in a business environment is considered a high risk to security. We strongly encourage any customer still running these platforms to migrate away from them. Detailed Windows requirements 2018 Autotask Corporation l Page 88 of 113

89 The AEM service has a minimum requirement of Microsoft.NET Full Framework version NET or higher Client Profile version is not supported. Windows version 6.2 (Windows 8 / Windows Server 2012) and above meet installation requirements by default. The AEM Agent installer performs prerequisite checks when executing on Windows version 6.1 (Windows 7 / Windows Server 2008 R2) or below. Required software found to be missing will be downloaded and silently installed in the background. Windows Imaging Component (Windows XP / Windows Server 2003 only).net Framework 4.0 (prerequisite for.net Framework 4.0.3).NET Framework Downloaded files are located in the AEM Agent installer's current directory. To avoid repeated downloads, the installer will check for the existence of files in this location before downloading. If a detected.net Framework version is higher than 4.0.3, then no further checks will be performed and the AEM Agent installation will begin. If the download and installation of prerequisite software is required, it will take a considerable amount of time depending on internet bandwidth and device specification. It's normal to wait an hour in these cases for an installation to complete. Due to the silent nature of the AEM Agent installer, no visual feedback will be present during this time. Existing AEM Agents that do not meet the.net Framework minimum requirement will not automatically update. The NET Minimum Requirement Utility [WIN] ComStore Component is designed for such scenarios. Devices still running version 2 of the.net Framework after the release will retain a degree of functionality, but support for such devices will not be provided. For more information, refer to the AEM Release Notes. For further information on.net Framework versions, refer to.net Framework Versions and Dependencies. Network node requirements for ESXi monitoring The network node device performing ESXi monitoring must run on Windows operating system. The network node device performing ESXi monitoring should not be hosted on an ESXi device targeted for monitoring Autotask Corporation l Page 89 of 113

90 ESXi monitoring is supported across subnets, so the network node device does not have to be on the same subnet as the ESXi device but it must be on the same network to be reachable. Supported browsers The AEM Web Portal is tested against the latest two versions of the following web browsers: Internet Explorer (Refer to end of support for older versions of IE.) Google Chrome (Refer to Update Google Chrome.) Mozilla Firefox (Refer to Firefox Releases.) Safari (Refer to Safari version history.) While the AEM features may work in older versions, support is provided for the latest two versions of the web browsers listed above. To ensure you are protected by the latest security updates, we recommend that you update your web browser when a new version becomes available. When working in the Web Portal, it is best practice to edit your data or perform any changes in the same browser tab. Having multiple browsers and/or browser tabs open and editing the same data in more than one browser or browser tab may cause bad data Autotask Corporation l Page 90 of 113

91 Features of Windows, macos, Linux and Mobile Device Agents Autotask Endpoint Management provides Agents for Windows, macos and Linux operating systems, as well as for ios and Android mobile devices. Agent features differ significantly, depending on the operating system and/or the device they are installed on. The tables below document Agent features for each environment. Windows, macos, and Linux devices Features Operating System Monitors Windows macos Linux CPU Component Datto Devices protected by your Datto device Disk Usage Event log 2018 Autotask Corporation l Page 91 of 113

92 Features Operating System File / folder KES Security Management Memory Online status Patch Ping 2018 Autotask Corporation l Page 92 of 113

93 Features Operating System Process SNMP Security Center Service Software WMI 2018 Autotask Corporation l Page 93 of 113

94 Features Operating System Webroot Security Management Windows Performance Device Audit Windows macos Linux Hardware Software Services Change log Remote Takeover Windows macos Linux 2018 Autotask Corporation l Page 94 of 113

95 Features Operating System To macos To Windows From macos From Windows Proxy settings Ticket creation Agent Browser Tools Windows macos Linux Screenshot 2018 Autotask Corporation l Page 95 of 113

96 Features Operating System Windows Services Command Shell Agent Deployment Task Manager File Manager Registry Editor 2018 Autotask Corporation l Page 96 of 113

97 Features Operating System Quick Jobs Event Viewer Wake Up Drive Information Shut Down / Restart SNMP Test Tool 2018 Autotask Corporation l Page 97 of 113

98 Features Operating System VNC RDP Splashtop Connect (HTTP) Connect (Telnet/SSH) Connect (Custom Tunnel) 2018 Autotask Corporation l Page 98 of 113

99 Features Operating System Chat Notes Privacy mode For information on deploying and installing agents on servers, desktops and laptops, refer to Deploy and Install Agents on Servers, Desktops and Laptops. Mobile devices Features Operating System Device Audit ios Android List device information List network information List installed applications Show device location 2018 Autotask Corporation l Page 99 of 113

100 Features Operating System Manage Device ios Android Erase device and settings Lock device Unlock device Change passcode Passcode policy WI-FI credentials VPN credentials Password protect against policy removal Restrictions ios Android Allow use of camera * Allow installing apps 2018 Autotask Corporation l Page 100 of 113

101 Features Operating System Allow screen capture Allow voice dialing Allow FaceTime Allow automatic sync when roaming Allow Siri Allow Siri while locked Allow Passbook notifications while locked Allow in-app purchases Force users to enter itunes Store password for all purchases Allow multiplayer gaming Allow adding Game Center friends Show Control Center in lock screen (ios 7) 2018 Autotask Corporation l Page 101 of 113

102 Features Operating System Show Notification Center in lock screen (ios 7) Show Today view in lock screen (ios 7) Allow documents from managed apps in unmanaged apps (ios 7) Allow documents from unmanaged apps in managed apps (ios 7) Allow use of itunes Store Allow use of Safari Enable Safari autofill Force Safari fraud warning Enable Safari javascript Block Safari popups Allow icloud backup Allow icloud document sync 2018 Autotask Corporation l Page 102 of 113

103 Features Operating System Allow icloud Keychain sync (ios 7) Allow photo stream Allow shared stream Allow diagnostic data to be sent to Apple Allow user to accept untrusted TLS certificates Force encrypted backup Allow Automatic Updates to certificate trust settings (ios 7) Force limited ad tracking (ios 7) Allow fingerprint for unlock (ios 7) Allow explicit music and podcasts Rating Apps Rating Movies 2018 Autotask Corporation l Page 103 of 113

104 Features Operating System Rating TV Shows Show imessage Allow app removal Allow Game Center Allow Bookstore Allow Bookstore erotica Allow UI configuration profile installation Allow modifying account settings (ios 7) Allow AirDrop (ios 7) Allow changes to cellular data usage for apps (ios 7) Allow user-generated content in Siri (ios 7) Allow modifying Find My Friends settings (ios 7) 2018 Autotask Corporation l Page 104 of 113

105 Features Operating System Allow host pairing (ios 7) *You can apply password protection, but be aware that Apple devices are ultimately in the user's control, who can remove the policy. For information on deploying and installing agents on mobile devices, refer to Mobile Devices (MDM). More information For more information about the features mentioned above, refer to the following topics: Monitor types and categories Audits "Agent Browser Tools" on page 39 Mobile Device Management (MDM) Create a Mobile Device Management Policy 2018 Autotask Corporation l Page 105 of 113

106 Managed and OnDemand Agents In Autotask Endpoint Management (AEM), there are two different types of Agents: Managed and OnDemand. Although we refer to the Agent as being "Managed" or "OnDemand", it is not the Agent or the devices that are Managed or OnDemand but rather the sites they are associated with. For example, if you have created a Managed site, a Managed Agent will be deployed to all devices that belong to the site. Similarly, if you have created an OnDemand site, an OnDemand Agent will be installed on all the associated devices. You cannot have both Managed and OnDemand devices in the same site. For more information, refer to Sites and "The AEM Agent and Agent Browser" on page 3. Key differences between Managed and OnDemand Agents Managed and OnDemand Agents differ in functionality. While Managed Agents can access all the AEM features, OnDemand Agents have limited access. Here are a few key differences between an OnDemand and a Managed Agent: Feature OnDemand Managed Automatic audit interval Every 7 days Every 24 hours Allow remote takeover Only with end user permission Unattended (no end user permission needed) Can initiate remote takeover Branding Patch management Run jobs Run monitors Reasons for deploying OnDemand Agents You would typically deploy an OnDemand Agent if your end users insist that they request the remote takeover as they want to be present when the connection begins and ends. An OnDemand Agent is also great if you want only ad-hoc remote support, or support on devices that you don't regularly manage. OnDemand Agents are only compatible with the Microsoft Windows operating system (Windows XP or newer) Autotask Corporation l Page 106 of 113

107 Agent icons Depending on the status and type of the Agent, you may see different icons in the system tray or menu bar of your device: Icon Name Description Online Managed Agent that is currently connected to the AEM platform. Offline The Agent is not connected to the AEM platform. Privacy Mode OnDemand Mode Alert Mode Online Alert Mode Offline Stopped The Agent is currently connected to the AEM platform and has Privacy Mode enabled. Refer to "Privacy Mode" on page 9. OnDemand Agent that is currently connected to the AEM platform. The Agent is online and waiting for a job to be run by the end user. Refer to Execution. The Agent is offline and waiting for a job to be run by the end user. Refer to Execution. The Agent service has stopped. No logging is performed at this time. Active Screen Share (Shown with 'Online') A screen share session is currently in progress. The tray icon alternates between the Active Screen Share icon and the Online icon for the duration of the remote session. To learn about remote screen sharing, refer to "Remote takeover tools" on page 62. If you have re-branded your account, you will see the icons you uploaded, instead. Refer to Branding Autotask Corporation l Page 107 of 113

108 Create an Agent Policy Permission to manage Policies at Account and/or Site level Account > Policies Sites > select a site > Policies What is an Agent policy? Agent policies deploy settings to affect the operation and configuration of the Autotask Endpoint Management (AEM) Agent. They may affect Privacy Mode, the Agent installation and service, security, or the Agent Browser mode. For information about the Agent, refer to "AEM Agent" on page 5. How to... Specify the Policy Details for an Agent policy 1. Agent policies can be set up in the Web Portal at both account and site level. Refer to Create a policy. 2. On the Policy page, click New account policy... or New site policy Give the policy a Name. 4. Select the type Agent. 5. To copy an already existing policy to use it as a template, choose it from the Based on drop-down list. To create a new policy, select New Policy. 6. Click Next. 7. Click on Add a target... to target your devices through a specific filter or group. If you want to target 2018 Autotask Corporation l Page 108 of 113