Instruction pcvisit RemoteSupport

Transcription

1 Instruction pcvisit RemoteSupport version: The pcvisit product for online remote service and working from the office at home. The following instructions show you how to use your pcvisit product of the pcvisit product family 12.0 for routine business tasks. For more tips & tricks, please book one of our webinars. The features described in these instructions apply at the time of publishing of this document. Since we are continuously working to improve our products, changes implemented at a later time may not be contained here. Contents 1. Installation File manager Installation of the Host Transfer clipboard contents Installation of the remote Host Remote Comfort Functions Establishing a connection Screen zoom & original screen Establishing a connection 4 4. Expert functions Administration of the remote Host list User and role administration Settings of the remote Host PC Functions of the my.pcvisit.de portal Access to the customer PC via remote Host Installation of the remote Host via pcvisit setup 2.5 End session Settings Functions Your data Overview of the Host module Support activity pcvisit session control License File transfer Connection System requirements: Pentium II, 500 MHz; recommended: Pentium III, 1 GHz CPU 256 MB RAM; recommended: 512 MB RAM 20 MB Free disk space and additional space for recordings and the session history Operating system from Windows 2000 to Windows 8/ Server Kbit modem; recommended: DSL connection These minimum requirements ensure the operability of the software. The speed of the software could be restricted by a system with a lower hardware configuration. Please use the pcvisit product overview to compare the pcvisit products. pcvisit Software AG Manfred-von-Ardenne-Ring Dresden Germany Fon: +49 (0) 351 / Fax: +49 (0) 351 / sales@pcvisit.de visit us at our online store under

2 1. Installation 1.1 Installation of the Host Brief instructions 1. Save & extract the file pcvisit_ (productname)_12_setup.zip. 2. Follow the instructions of the setup wizard. 3. Input the license key. 4. Configure the pcvisit settings. 3. End setup with Finish. Unpack pcvisit pcvisit_ (productname)_12_setup.zip and run the file pcvisit_(productname)_12_setup.exe. Click Next and accept the license agreement. If you do not want to accept it, please choose Cancel. Continue to follow the instructions for the rest of the installation steps. Enter your personal license key. Now enter your pcvisit license. This is done by clicking on the Enter your present license number- license-input field. Input your license key and click Next. Now configure the settings for pcvisit sessions. You can make changes at any time by opening the Settings menu and the tab Your data. 1. Support profile Create the support profile, which you wish to use to run your pcvisit sessions: To do this, input your user name, contact data and supporter picture. Click Next. 2. pcvisit basic functions Activate automatic mode for file transfer so that all files are transferred automatically without asking. Also activate clipboard transfer, to automatically transfer this content. Make your selections and click Next. End the installation process by clicking Finish Installation of the remote Host To be able to access a PC regularly where no support is available on location, the pcvisit remote Host must be installed on this computer. To do this, carry out the following steps: 1. Copy the file pcvisit_remotehost_12_ Setup.zip to the PC. 2. Start the setup and follow the installation steps. 3. Acknowledge the conditions of use. 4. Select an installation path and the installation will begin. If desired, now you can prepare the remote Host for its first use. Page 2 back to content Page 3

3 In order to access the remote Host, you must enter the supporter ID here which you can see at the bottom right in your Host module. If desired, you can also lock the remote PC with an access password. You can prevent unauthorized changes to the remote Host settings by ticking the Use settings password checkbox and either specifying a settings password or using the access password. The remote function allows you access to untended PCs, such as workplace PCs of existing customers or servers. The respective Host can be accessed by double clicking in the Host list. Status display of the remote Host list Online Offline In session License contingent depleted Finally, you can determine whether the user in front of the remote PC must agree before a connection to the remote PC is possible. Per default this value is set to Don t ask, so that remote access to the PC is possible even if nobody is present to respond to the question. The installation is completed by a click on Next and then Finish. The remote Host now appears in the Host list in your Host module, and can be remote controlled at any time by double clicking on the entry. 2. Establishing a connection 2.1 Establishing a connection Once you have installed and configured the pcvisit remote Host on the PC(s) to be remote controlled, as described in section 1.2, the remote Hosts will be displayed in the remote Host list. Access to the remote Host will be established and an access password dialogue box appears. Activate a security question in the remote Host settings. This way your customers won t be unexpectedly interrupted at their work, and they will be notified that your support services are beginning. Input your data, click OK, and you can begin work on the remote Host. If you select a remote Host which is marked yellow, you will be notified that another supporter is already working on this system. This notification can be confirmed with Continue, whereby the session of the other supporter is cancelled and your session established. Page 4 back to content Page 5

4 2.2 Administration of the remote Host list Administration of the remote Host list In the remote Host list, in order to better differentiate and reach your customers, there are several options available. To configure these, click on the name of the remote Host and the settings menu will open to the left beside the remote Host list. All of the changes made are linked to the license used; this means that if a license is used by several people then the changes will apply to all users. Renaming In addition to connecting and removing a remote Host, you can also rename it. To do this, click on the option and a dialogue box appears to input the name. Connection options Here you can store which actions are to be carried out on the Host PC after the connection has been established. Here you can select Switch off monitor and/or lock keyboard. Allocate label With this option you can store certain characteristics of one or more customers in order to make them easier to sort and find. Access to the customer PC via remote Host Once installation is complete the remote Host appears in the remote Host list in the pcvisit Host module. To gain access to a customer PC, select the desired remote Host by double clicking in the list. To be possible it must be displayed as online (green status). Access to the remote Host will be established and an access password dialogue box appears. Activate a security question in the remote Host settings. This way your customers won t be unexpectedly interrupted at their work, and they will be notified that your support services are beginning. Input your data, click OK, and you can begin work on the remote Host. If you select a remote Host which is marked yellow, you will be notified that another supporter is already working on this system. This notification can be confirmed with Continue, whereby the session of the other supporter is cancelled and your session established. Status display on the remote Host PC Online green tick Remote access deactivated In session Error Page 6 back to content Page 7

5 2.3 Settings on the remote Host PC You can conveniently access the settings menu on the Host PC by a right-click on the remote Host icon in the start bar. You can configure the settings under the General, Access and Connection menus. General Activate or deactivate remote access. Per default, remote access is activated. Connection Under this menu item you can manually configure the proxy settings Request support When a problem occurs on the customer PC, your customer can send a notification of this quickly and simply. They simply click with the right mouse button on the remote Host symbol and select the Request support button in the menu. Click on the Add button in the menu of the remote Host to incorporate in your Host list a PC on which a remote Host is already installed. After that a screenshot is created in which they can highlight important areas and/ or identify sensitive information in more detail. Then enter your supporter ID and a display name in the subsequent dialogue box. After acknowledging this the remote Host will be displayed in your Host list. If the Host is already installed on the system, the Host receives a message about this and a message that they should open the settings menus of the remote Host for further configuration. Access Here you will find settings for the computer name, the access password, as well as for assigning a settings password. This is used to give additional protection to the configuration settings. The customer can also add further information, such as a description of the error, for example. Then the finished support request can be sent directly by . An option exists to store your address directly on the remote Host. If a request is made by your customer, an indicator icon appears in the remote Host list in front of the affected PC. This icon vanishes as soon as you establish a session with the PC or the support request is withdrawn by the party at the remote PC. Beside that you can specify options for customer notification. Select between User will not be asked and User must acknowledge. Page 8 back to content Page 9

6 2.5 End session To end the session, click on the pcvisit Comfort button and select Close the session. With the End button (at the upper right in the module) you can choose between ending pcvisit and ending the session. 3. Functions 3.1 Overview of the Host module 1. Title bar - Minimize, settings menu, help, end 2. Session information area - Information about the current session 3. Overview of participants including session control and monitor selection 4. Remote Host list - Overview of existing customers PCs 5. Activity history - Display of active processes and requests of a session 6. pcvisit Comfort button - Gives access to all pcvisit functions 7. Function bar - Quick access to the main pcvisit functions 8. Supporter ID - Makes it possible to link a remote Host with its supporter license 3.2 pcvisit session control Remote control During the online session, as Host you retain the remote control. Hand button orange = remote control active Remove participants from a pcvisit session by clicking on the Remove button. Monitor selection The monitor selection can be used by the Host to specify which monitors of the Guest system will be transmitted to the Host. Click on the desired monitor to activate or deactivate it. But first un-tick the checkbox Display all monitors. Activity list This box can be used to display all current activities. It also contains information about outstanding actions such as e.g. file transfers which are running. 3.3 File transfer Exchange files or folders with your pcvisit session partner. To do this, drag the desired file/folder to the pcvisit module/viewer or access the function via the symbol in the function bar. Open the Participant tab. If you start the pcvisit session in Online support mode, the Host will already have all remote access rights at the beginning of the session. Page 10 back to content Page 11

7 Automatic mode By selecting automatic mode in the Host module the Host can specify that all files are automatically transferred, without permission being asked. This mode can be activated under the Settings menu, in the Support activity tab. Files which are transferred automatically are always placed on the desktop. Manual mode Drag the required file/folder and drop it on the pcvisit module/viewer or access the function via the symbol in the function bar. Your session partner will see a dialogue box in which they can accept or refuse the file, as well as specify where it is to be saved. In this view you can see your own system on the left and the file system of the Guest system on the right, and navigate through the folders. All common file manager functions are available through the icons and menus. If content of the folders changes on the Guest PC during the session you can refresh the status by using the update function. Using Commands -> Keep remote directory up to date, you can activate remote folder synchronisation. All changes to the selected folder on your system will be immediately transferred to the Guest system. 3.5 Transfer clipboard contents The activity list provides ongoing information about all file transfers. A transfer currently in progress can be cancelled using the button File manager The file manager can be started by clicking on the folder icon in the Host or in the comfort menu. After that the integrated WinSCP client opens and connects to the remote controlled Guest PC. The automatic clipboard transfer feature prevents things like e.g. typing errors from happening in license keys and passwords. Here, not only can basic texts be exchanged, but also formatted texts or complex content on the clipboard such as pictures or tables. In the Settings menu under the Support activity tab, activate the clipboard transfer function by ticking the checkbox. With this, if remote control rights have been granted, content on the clipboard will be automatically transferred. Page 12 back to content Page 13

8 3.6 Remote Comfort Functions After you have received full support access (viewing & remote control) from the customer, the Remote Comfort Functions allow you to provide support on the customer PC, without the customer having to be on hand. This way you will have more flexibility to perform support work which may require more time. Beyond that you can also switch between user accounts or carry out restarts. The Remote Comfort Functions are automatically always active during your RemoteSupport 12.0 session, and cannot be deactivated. 3.7 Screen zoom / original screen By setting the screen view, the displayed screen is optimized for your monitor. Full screen: Adapted scaled representation. Original screen: Corresponds to the original screen size of the system being supported. To activate, click on each current view. 4. EXPERT FUNCTIONS 4.1 User and role administration If you log in with administrator rights at the my.pcvisit.de portal you can create new users and administer the roles and data of existing users in the admin area.. The first user with a license who logs in at the my.pcvisit.de portal receives administrator rights for this license and can create new user accounts for their colleagues. At the current time two roles can be assigned: Supporter - This user can use all support functions of the portal. Supporter-Admin - This user can create new users and administer existing user accounts. They can also change global company settings. There must be a minimum of one Supporter-Admin per license Further functions of the my.pcvisit.de portal Channel overview When you are logged in at the portal you will see a list displayed in the bottom left corner of all colleagues who are currently in a session with the pcvisit license. This way you can better coordinate things if all channels are occupied. Page 14 back to content Page 15

9 Leaderboard A list is displayed here of the most active pcvisit portal users. It offers a great opportunity to start a competition between your colleagues and co-workers. Starting a session Here you can start the pcvisit Host from the portal. This is also possible without a pcvisit installation; e.g. when you are on the road. All you need is your portal login. 4.3 Installation of the remote Host using pcvisit setup To be able to access a PC regularly, where no support is available on location, the pcvisit remote Host must be installed on this computer. To do this, carry out the following steps: 1. Copy the file pcvisit_remotehost_12_ Setup.exe to the PC. 2. Start the setup and follow the installation steps. 3. Acknowledge the conditions of use. 4. Select an installation path and the installation will begin. If desired, now you can prepare the remote Host for its first use. In order to access the remote Host, you must enter the supporter ID here which you can see at the bottom right in your Host module. If desired, you can also lock the remote PC with an access password. You can prevent unauthorized changes to the remote Host settings by ticking the Use settings password checkbox, and either specifying a settings password or using the access password. Finally, you can determine whether the user in front of the remote PC must agree before a connection to the remote PC is possible. Per default this value is set to Don t ask, so that remote access to the PC is possible even if nobody is present to respond to the question. The installation is completed by a click on Next and then Finish. The remote Host now appears in the Host list in your Host module, and can be remote controlled at any time by double clicking on the entry. 5. Settings The settings menu can be opened using the Settings menu button. 5.1 Your data Information such as name, telephone number and address can be added under the tab Your data, for better accessibility and personalization. You can also save your supporter picture and company logo. These will be displayed in the Guest module, so your customer will always know who is providing the support. Add your data and then click OK. Page 16 back to content Page 17

10 5.2 Support activity Open session automatically on Start When this setting is activated the pcvisit session will be automatically started in Support mode, as soon as the pcvisit Host module is opened. Automatic activation of Remote Comfort Functions Tick this option so that the Remote Comfort Functions start automatically in all support sessions. Clipboard automatic mode The automatic clipboard transfer feature prevents things like typing errors in license keys and passwords. When activated, if remote control rights have been granted, clipboard content will be automatically transferred. 5.3 License This tab provides information about the kind and scope of the license, as well as about the licensed product and version number. Before inputting a new license key, make sure that you have saved your old license key ( , print-out etc.) as it will be overwritten by the new one. 5.4 Connection The default is set to Auto detection of connection. With this, pcvisit automatically determines the ideal connection settings. Under certain circumstances (unstable Internet connection) it may become necessary to switch to Offroad mode. Offroad mode can also be used in the case of resistant firewalls and proxies. User agent This can be used to select which browser should be used to emulate the establishing of the connection. We hope you enjoy using pcvisit RemoteSupport You can substitute your current license key for a new one. You can input your new license key here. Input your license key in the license key field and click OK. Page 18 back to content Page 19