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Mac Manual - NetSupport Limited

1. 33 b E a d It ii Q3 gi d i NetSupport Manager v12 00 View Client View the selected Clients screen Inventory Retrieve a hardware software inventory for the selected Client machine Show Show your screen to the selected Client s Properties Display the Properties for the selected Client or group Settings Change the Settings for the current Configuration Logout Logout the selected Client File Display the File Distribution window to the Distribution selected Clients These buttons can be added to the toolbar as and when required Button Ja e Name Function Add to Group Add the selected Client to a new or existing group Chat Chat with the selected Client Disconnect All Disconnect from all currently connected Clients Execute Execute a program at the selected Client s Hee d 69 Q u t T 9 T NetSupport Manager v12 00 File Manager File Transfer Login Message Playback Power Off Power On Quick Connect Reboot Remote Command Display the File Manager window for the Control Workstation Display the File Transfer window for the selected Client s Automatically login the selected Client s Send a Message to the selected Client s Play back a previously recorded Client session Power Off the selected Client PCs Power On the selected Client PCs Quickly connect to a Client by supplying its name or address Reboot th
2. Note Access can also be limited to a specific IP range e g 10 0 0 1 24 would allow access from 10 0 0 1 up to 10 0 0 24 124 NetSupport Manager v12 00 Encryption With encryption turned on all the information that is sent between the Control and Client is very difficult for others to read NetSupport Manager offers a range of encryption options ranging from 56 Bit DES to 256 Bit AES enabling you to find the necessary balance between security and performance The higher the level of encryption the higher the potential for decreased performance Force Controls To Use Encryption Checking this box forces a connecting Control to use the equivalent level of encryption even if the option has not been enabled at the Control end The encryption only applies when the Control is connected to this Client Set Minimum level of Encryption Choose the level of encryption to be used while a Control is connected Allow more than one Control to connect at a time NetSupport Manager allows multiple Controls to connect and view the Client simultaneously This is useful for group working Checking this option enables the function 125 NetSupport Manager v12 00 Protect Configuration Settings This property sheet allows you to protect the Client Configurations eoo Applications NetSupport NetSupportManager client32 ini Master Profile amp gf Connectivity gf Security amp e 4 oe User Validation
3. Or Right click and choose Message 2 The Message dialog will appear Choose whether to send the message to all Available Clients All Connected Clients or only the Currently Selected Client Enter the message and decide whether to show the message at Client PCs for a specified time 3 Click Send eoo Send Message Send a message to All available Clients Broadcast All connected Clients _ Currently selected Clients The Server will be shut down at 6 pm Show this message for sec Aa E Sed j Cancel Help The Message will be displayed in a dialog at the Client screens and will remain until the User closes the dialog or the specified time limit expires In addition to the message itself a customised Title can be included This is set in the Control Configuration General option Click Settings on the Control window toolbar O Message from tjm macbook 12 February 2013 09 58 The Server will be shut down at 6 pm 101 NetSupport Manager v12 00 Dealing with Help Requests NetSupport Manager includes a function at the Client that enables the Client User to send a request for help If a Control is connected when a Client sends a help request the Control will be immediately notified as the Help Request folder is highlighted If the Control is not connected its Help Request folder will be highlighted the next time it connects to that Client If a Control s List view has been set to disp
4. Sj Windows 8 x64 w Computers available over the internet Fl Twamaco1 Local TCP IP gt 10 20 0 164 5405 f Mac OS X F3 tMemaco3 Local TCP IP gt 10 20 0 137 5405 f Mac OS X m TMBSERVER Local TCP IP 10 20 0 101 5405 i Windows XP F3 Tmews1 Local TCP IP gt 10 20 0 235 5405 Y Windows XP Pm TMBWS2 Local TCP IP 10 20 0 60 5405 t Windows 7 taws4 Local TCP IP gt 10 20 0 102 5405 Windows 7 x pom still xp sp3 testing Connected TCP IP 10 0 1 166 5405 x Y Windows XP C 29 NetSupport Manager v12 00 The Status bar The Control Status bar is displayed at the bottom of the Control window It shows the current Status of the Control the number of currently connected Clients and the number of items in the folder You can hide or display the Status bar from the View menu options on the Control window drop down menu bar 30 NetSupport Manager v12 00 Customising the Toolbar To enable you to customise NetSupport Manager to your exact requirements a variety of User Interface customisation features are available One of these is the ability to set which icons you want to display on the Control toolbar To customise the Toolbar 1 Choose View Toolbar Customise from the Control window drop down menus Or Right click on the toolbar and select Customise 2 The Customise Toolbar dialog will appear eoo Customize Toolbar Available Buttons Current Buttons I 5 ce Ta P Taj e Quick Conne
5. The arrows to the far right of the window are used to adjust the order in which each column is displayed the higher up the list represents position from the left 39 NetSupport Manager v12 00 Finding Clients Before you can open a View window for remote control or file work with a Client or Clients you must first connect to them Rather than having to know all the Client names and their network addresses in advance NetSupport Manger provides a browse facility that enables you to auto discover them When you run a browse action the Control sends a message on all protocols for which it has been configured asking all Clients to sign in with their name network address and protocol The responses are added to the Browse folder in the tree view and their details are displayed in the List view You can then connect and work with these Clients directly or organise them into groups for later use Once you have connected to a Client discovered by the browse function its details are automatically stored in the All Computers folder in the tree view These Clients then become Known Clients and you can subsequently connect to them without the need to run a browse action first Note You may be using NetSupport s Gateway facility to establish Client connections in which case you can choose to include Gateway Clients when Browsing Although these will appear in the Browse folder along with any network Clients they are not stored i
6. 3 Choose OK to disconnect from the selected Controls 110 NetSupport Manager v12 00 Raising a Help Request NetSupport Manager allows a User at a Client workstation to request help from a Control workstation To Request Help 1 Choose Commands Request Help from the Client main window drop down menu Or Click the Client icon in the menu bar and choose Request Help 2 This opens a dialog box into which Clients type their name and help request message 3 Clients can choose to Cancel their previous help request by clicking on the Cancel Previous Request button 4 Clients then click OK If a Control is connected when a Client sends a help request the Help Request folder will be highlighted notifying the Control If the Control is not connected its Help Request folder will be highlighted the next time it connects to that Client Chatting to a Control workstation You can Chat to a connected Control using the Chat window To initiate a Chat session 1 Choose Commands Chat from the Client main window drop down menus Or Click the Client icon in the menu bar and choose Chat 2 The Chat window will appear 3 Type the message and press enter or click Send 4 If you need to alert the Control user that you have initiated a chat session choose Chat Send Beep from the Chat window drop down menu 111 NetSupport Manager v12 00 Receiving Messages from a Control workstation Client workstations can
7. 30 C cache 151 change file attributes 90 chat Client initated 114 Control initiated 100 disable 104 134 group chat 100 send audible beep 102 Client accept reject connection 125 acknowledge connection 124 automatic login 59 chat to a Control 114 Client Main Window 111 connecting to Controls 112 disconnecting a Control 113 features 110 inventories 173 power off 60 power on 60 properties 166 raising a help request 114 receiving messages 115 security See security at the Client client automatic login 59 Client Configurator Client interface options 134 Client settings 134 connect options 126 connectivity options 118 remote control settings 131 replay file settings 130 security 121 set HTTP 119 set TCP IP 118 show settings 132 user acknowledgement 124 view settings 131 Client settings 140 clients organising clients 72 clipboard 107 command line instructions 109 181 compression 145 file transfer 158 use while viewing 151 using effectively 172 configuring a gateway 45 configuring the netsupport linux client 183 connect by hostname 142 connecting to Clients on different protocols 41 over a subnet 42 over an IP subnet 42 quick connect 40 through a gateway 44 through firewalls 56 through proxy servers 56 through the Internet 170 understanding IP addresses 179 using IP address 40 connecting to Controls 112 through a gateway 44 through firewalls 56 thro
8. Browse network for computers Fes Active SESE Shows all connected computers Help Requests SOP cens eqestng rela Internet Gateways NQU acer natal over tre rra 36 Se E iS Windows XP 10 0 1 166 NetSupport Manager v12 00 The Tree can be expanded or contracted depending on the detail you require by clicking your mouse pointer on the relevant icons to the left of a heading The available folders are All Computers A list of all Known Clients that have been connected either during the current or previous sessions It is very quick and easy to connect to a Client from this folder as it removes the need to first perform a Browse or know the network address of the Client Selecting the drop down arrow next to All Computers will show any groups that have been created You can organise individual Clients into groups Once a Client is included in a group the entire group can be connected and worked on simultaneously without the need to connect and select them individually Auto Group Clients will be automatically grouped according to the pre defined criteria allowing you to quickly and easily see what platform Clients are using and the NetSupport Manager Client version These groups are fixed and are unable to be amended You can hide the Auto Group folder in the Tree view select View Settings for current configuration Control Interface Settings from the Control window drop down menu Browse
9. Gateway can also be selected To directly connect to Clients 1 Choose Client Quick Connect from the drop down menu 2 The Quick Connect dialog will be displayed eoo Quick Connect Enter the name or the address and transport of the Client to connect to Name User name _ Address HTTP Gateway All Gateways zu Transport TCP IP g Connect Cancel Help 3 Choose the required connection method Client name logged in user name or network address Note If the Client is configured for HTTP connections through a Gateway in addition to the Name or User Name of the Client you will need to choose the appropriate Gateway name from the list provided 4 Click Connect 5 Adialog box will inform you that NetSupport Manager is trying to connect to the named Client If the connection attempt is successful the Active folder will be opened and the Client details displayed in the Client status You can then view it or conduct other one to one or group tasks 43 NetSupport Manager v12 00 Notes e If you are using TCP IP the address is in the form gt 192 168 100 20 e If connecting by User Name and more than one Client machine matches this criteria a list of Clients will appear for you to select from Connecting to Clients on different Protocols NetSupport Manager supports connecting to Clients on multiple transports The two supported transports are TCP IP and HTTP Transports can be co
10. Show Show Replay from the Control window drop down menu The Show Replay dialog will appear eoo NetSupport Show Replay Select the replay file to Show Replay file L show ftesting Documents Local 23112012 1140 12 rpf Browse Cancel Select the recipients of the Show Heip Client XP SP3 These Clients Name Description gt M xp sp3 Removing the check mark next to a Client excludes it from the Show Show Options Set Show Mode at Client Full Scree Browse for and select the required Replay File From the Client list select the Clients to show the Replay File to Set additional show options if required Click Show The Replay Window will open at the Control machine and start playing the Replay File to the selected Clients Click End on the Replay window toolbar to end the show NetSupport Manager v12 00 File Transfer The File Transfer Window When you choose to perform a File Transfer operation on an individual Client the File Transfer window is displayed At its simplest you transfer files by dragging them from one location to another eoo XP SP3 File Transfer File Directory View Tools Window Help HRP gd 9 Copy File Delete Rename Edit Open Create Remove Rename Dir Previous Synchronise Properties Settings D focal Computer Contents of he Bae amp Local Computer Name Type File Description Modified RE Desktop Previous Directory Application
11. The Client Configurator has the following options Connectivity TCP IP HTTP PIN Server Security User Validation Access Privileges User Acknowledgement Connect Protect Configuration File Transfer Replay Files Remote Control View Show Client I nterface Client Settings Customisable Text 114 NetSupport Manager v12 00 Connectivity Options Set TCP IP Connection eoo Applications NetSupport NetSupportManager client32 ini Master Profile amp qf Connectivity TCP IP d CPP HTTP V use TCP IP Port 5405 PIN Server gf Security Select IP Address to Listen on gf Remote Control All gf Client interface Test 0K Cancel help Use TCP IP Check this box if you wish the Client to be able to communicate over TCP IP Port The TCP IP protocol requires that a port number be allocated for applications to communicate through To enable the Control to communicate with a Client and for the Client to receive the incoming request the default registered port for NetSupport Manager is 5405 Select I P Address to Listen on This option can prove useful for preventing unwanted connections when the Client has multiple network cards installed for example when both a public and private network are used You can force connections on the required network by specifying the IP address that the Client uses to listen for incoming Control connections Press TEST to check that the protocol
12. Use internal speaker for Beep Beep while being Viewed every n seconds lt _ Cancel _ Help Disable Client Menu items Disable Request help Prevents the Client User from being able to use the request Help Function Disable Call Control Disables the Call Control facility on the Client drop down menu Disable Disconnect Prevents the Client user from being able to force the Control User to disconnect Disable Chat Prevents the Client from initiating a Chat session with a Control However the Control can still open a Chat session with the Client 132 NetSupport Manager v12 00 Disable Replay Prevents the Client from being able to open Replay Files Client Program Options Icon in System Tray The NetSupport Manager Client icon will be displayed in the System tray rather than as a separate icon on the active application bar Always on Top The NetSupport Manager Client icon can become obscured behind other Windows Setting this option means that it is always visible and the user at the Client will always know when someone is viewing them Hide when I dle The NetSupport Manager Client icon will not be displayed unless a Control is connected or viewing Quiet Mode Client not visible on Taskbar Check this box to hide the Client icon on the Taskbar Silent Mode no refresh Allows the Control to connect and view a Client without the Clients knowledge If Silent Mode is not selected the Clients sc
13. amp Access Privileges amp User Acknowledgement Connect File Transfer Replay Files Remote Control Client Interface Options Configurator Password Set ok Canet Hep Configurator Password Nominate a Security Password for the Client profile 126 NetSupport Manager v12 00 File Transfer Settings This property sheet is used to control file access eoo Applications NetSupport NetSupportManager client32 ini Master Profile Connectivity gf Security User Validation Disable File Transfer Access Privileges Disable File Transfer when no User is Logged On User Acknowledgement Connect File Transfer Settings e Replay Files amp gP Remote Control amp gP Client Interface E m Help Disable File Transfer Disables File Transfer to and from the Client in all circumstances Disable File Transfer when no user is Logged on Disables File Transfer when no user is logged on This means that the Control user could log on as themselves if they have a valid user ID and password for this workstation 127 NetSupport Manager v12 00 Replay File Settings The Replay Files feature enables the Control to record and playback the screen activity that takes place at a Client workstation while it is being remote controlled viewed eoo Applications NetSupport NetSupportManager client32 ini Master Profile amp Connectivity E Security Replay File Se
14. groups 167 adding 168 chat 100 creating 167 properties 169 removing 168 H hardware inventory 173 help requests dealing with 106 sending 114 hide interface settings 154 hot fixes See inventory HTTP connecting Clients Controls 44 set at Client 119 set at Control 144 icons toolbar 30 use small toolbar icons 25 65 using command line instructions 181 inactivity timeout set at Client 131 initialising NetSupport 24 installing gateway 21 select an installation type 21 interface settings configure 154 Internet gateway 44 use over 170 inventory 173 check for hot fixes 176 disable at control 156 list applications 177 list processes 177 list services 178 software and hardware 173 IP connections 40 IP subnet browsing 42 L launching applications 73 list view 36 load control from command line 181 log files log events at Control 147 logging in clients 59 logout 63 M managing Clients 162 See groups add a new Client 163 delete a Client 164 rename a Client 164 setting Client properties 166 managing files Control 98 max colour depth 131 183 NetSupport Manager v12 00 messages customisable display text 124 messages sending 105 monitor mode 71 configure settings 154 NetSupport features 13 internet gateway 44 Oo organising Clients See also managing Clients organising clients in the list view 72 P parameters command line 181 pas
15. information This only appears for a few seconds while NetSupport Manager loads after which the Control window will be displayed Note By default the Control is configured to support the TCP IP protocol however it can support multiple protocols simultaneously If you receive a protocol error message when starting the Control or want to configure it to support Clients running on different protocols select Network Configure Connectivity from the Control Window drop down menu 27 NetSupport Manager v12 00 The Control Window The Control window is the primary interface for Configuring the Control Connecting to Clients Maintaining Client information Selecting which Clients to work with Selecting tasks to carry out eoo Network Client Group View Tools Window Help h 9 B E S Ji a New Connect Disconnect NetSupport tim macbook Registry View Properties Settings Logout File Distribution All available computers B 2 Es E i 4 j Al Computers 21 Gients Al ava abie computers i IE Support 7 Clients m m m m m m ES Marketing 3 Clients ES Development 7 Clients New Client FOG LINUXSTUDE MKTOO1 MKTO002 PCS765 SG By Sales 4 Clients a m amp KH A 6 FE cients grouped by predefined criteria P TECMACO2 TECMACO4 TECSEW7 TECW801 TJM IMAC TJM MACMINI TJM VM7 Browse m om m mM E Help Requests TMBHP6000 TMBMACO1 TMBMACO3 TMBSERVER TMBWS1 TMBWS2 TMBWS4 SO cients
16. Client Blank screen from the View window drop down menu 64 NetSupport Manager v12 00 Scale to Fit Mode Scale to Fit allows you to view a remote screen within the available size of the Remote window rather than providing you with a series of scroll bars so that you can pan around the screen This allows you view multiple screens simultaneously to maintain an overview of a number of selected workstations Note Using Scale to Fit does impact on the quality and clarity of the view and is designed to allow you to monitor a screen as opposed to work on it Try it for yourself and decide what level of scaling is acceptable for your purposes To view a View Window to scale 1 From the Client View window choose View Scale to Fit Or Click on the Scale to Fit icon on the View toolbar 65 NetSupport Manager v12 00 Displaying the View Settings for a Client During any control session where you may be working with more than one Client you can tailor how each Client interacts with the Control For example on one Client you may want to use compression because it is on a slow link but on another you may want to turn compression off To adjust View Settings while viewing 1 Select the Client to view 2 Choose View Settings for Client from the View window drop down menus Or Select the Settings button on the View window toolbar 3 The Settings dialog will appear 4 Configure which options will be enabl
17. Client systems Send messages to one selected or all Client systems An easy to use Client Configurator Remotely Power on or off a system Remotely reboot a system View real time thumbnails of all connected systems Show Control screen to Client systems Dynamically gather a full real time hardware and software inventory from any machine to aid in problem resolution Connectivity via TCP IP or HTTP via the included NetSupport Internet Gateway Configurable data encryption from 56 bit DES to 256 bit AES Restrict connections by IP address user names and passwords Fully configurable security allowing all features to be enabled or disabled A powerful diagnostics tool providing all system information needed should support be required Perform remote file transfer to and from systems Request help users can create help requests that can be sent to the Control Remotely launch applications on remote computers 15 NetSupport Manager v12 00 e PIN Connect feature enables a technician to instantly locate a user anywhere across the enterprise simply by both parties entering a matching PIN code via a central PIN server module 16 NetSupport Manager v12 00 Installation In this chapter How to install the required NetSupport Manager components on your machines 17 NetSupport Manager v12 00 System Prerequisites Some areas of NetSupport Manager s functionality rely on the presence of certain files app
18. Corporation Operating System Windows 7 Ultimate Service Pack Service Pack 1 Version 6 1 7601 Registered User Support Physical Memory 2048 MB Domain Workgroup WORKGROUP Model Dimension 46001 Serial Number 00426 065 4508236 86501 Organisation Not Available gt System Language English United Kingdom System Time Zone GMT GMT Standard Time Logged on User Marketing Direct X version 11 0 System Enclosure Mini Tower Motherboard Processor Intel R Pentium R 4 CPU 2 66GHz Clock Speed 2666 MHz The window is organised as follows 171 NetSupport Manager v12 00 The Title bar This displays the name of the remote Client PC or if a Client was not selected the local machine whose system inventory is being viewed The Menu Bar Contains a series of drop down menus that can be used to access the various tools and configuration utilities The Toolbar The Tool bar contains shortcuts to many of the most frequently used tasks and tools Clicking on an individual item takes you straight to that task or function eliminating the need to work through the drop down menus Positioning the cursor over an icon will display a brief description of its function Hardware Tab Over 50 items of information are collected specifically about the hardware or environment of the client PC providing all the key information needed to assist in speedy problem resolution i mere C neces E Toren 9 Hardware Inventor
19. Displays only the file and folder names Details view Displays the file and folder names along with related details which are displayed in adjacent columns To change to Icon view 1 Click the Icon View button on the far right of the File Transfer window Or Right click in the list view and select View List To change to Details view 1 Click the Detail button on the far right of the File Transfer window Or Right click in the list view and select View Details Note You can also change the view type from the File Transfer window drop down menu choose View Details List 88 NetSupport Manager v12 00 Changing the sort orders in a File Transfer Window Typically the contents of List views in a File Transfer window can be sorted into the following orders Sort Order Description By Name The contents will be sorted alphanumerically by file name By Type The contents will be sorted alphanumerically by file extension This is not applicable to drives and folders in the List view By File Description The contents will be sorted according to the file description By Modified Date The contents will be sorted according to the date they were last modified By Size The contents will be sorted according to the size of the file This is not applicable to drives and folders in the List view By Short Name The contents will be sorted alphanumerically using the shortened versions of their names N
20. Double clicking on an individual item takes you straight to that task or function eliminating the need to work through the drop down menus Positioning the cursor over an icon will display a brief description of its function 81 NetSupport Manager v12 00 The Local Pane The local pane displays a tree view of the folders of the Control on the left hand side and a List view of the contents of those folders on the Right hand side Right click on any item in one of the columns in the list view and a range of context sensitive functions become available The Remote Pane The remote pane displays a tree view of the folders of the Client on the left hand side and a List view of the contents of those folders on the Right hand side Right click on any item in one of the columns in the list view and a range of context sensitive functions become available 82 NetSupport Manager v12 00 Copying Files and Folders NetSupport Manager includes sophisticated File Transfer functionality that enables you to transfer files to and from a Control and Client workstation Notes To help improve performance NetSupport Manager uses Delta File Transfer technology meaning that only the changed parts of a file that may already exist in the destination folder are transferred This can prove most useful when updating database files between two locations where either bandwidth usage or availability is an issue File Transfer functionality can be conf
21. Manager Program Group The NetSupport Manager Client Configurator will appear From the list of Configuration options select Security Access Privileges Check the Disable Chat option Click OK and restart the Client If the Control attempts to open a Chat session they will be advised that they do not have access rights to perform the task at that Client Note To prevent the Control from Chatting to all Clients disable the feature in the Control Configuration Select Tools Configurations Settings from the Control window drop down menu From the list of Configurator options choose Control Interface Functions and check the Disable Chat option To Prevent the Client from Initiating a Chat Session 1 w At the required Client workstation s choose NetSupport Manager Configurator from the NetSupport Manager Program Group The NetSupport Manager Client Configurator will appear From the list of Configuration options select Client Interface Client Settings Check the Disable Chat option Click Ok and restart the Client The Chat option will be unavailable at the Client NetSupport Manager v12 00 Sending Messages to Clients With NetSupport Manager you can send a message to an individual Client a group of Clients or all Clients on the network To send a message 1 Choose Client Message from the Control window drop down menu Or Click the Actions icon on the Control toolbar and choose Message
22. Multi monitor support monitor Chrome OS devices running multiple monitors The Client s mouse and keyboard can be locked remotely Chrome OS Clients can join a text chat session initiated by the Control Chrome OS Clients can receive messages sent by the Control Support Tools Remote Clipboard the content of the Client s clipboard can be remotely retrieved by the Control during a view session Clients can also be sent a copy of the Control s clipboard Request Help facility Clients can send a request for help to a Control Flexibility PIN Connect the Client can initiate an instant connection with a Control simply by both parties entering a matching PIN code via a central PIN server module Security User Acknowledgement the Client can authorise each inbound connection request 25 NetSupport Manager v12 00 Using the Control In this chapter You will discover how to use the wealth of features available to a Control user From how to initiate a remote control session to how you then monitor and manage activity at the end users desktop 26 NetSupport Manager v12 00 Starting the NetSupport Manager Control To start the NetSupport Manager Control program 1 Double click on the NetSupport Manager Control icon in your Applications NetSupport NetSupportManager directory As NetSupport Manager initialises you will see a window in the middle of your screen with the NetSupport Manager logo and version
23. Select the required Client in the List view 2 Choose Client File Transfer from the Control drop down menu Or Click the File icon on the Control toolbar and choose File Transfer Or Right click on the Client icon in the list view and choose File Transfer Or If you are viewing the Client choose File Transfer from the View window toolbar 3 The File Transfer window to that Client will open 4 From the Control tree view select the destination drive or folder into which the items will be copied 5 From the Client List view select the item s to be copied to the Control 6 Click on the toolbar Copy File button A confirmation dialog will be displayed click Yes 8 The Copy Progress dialog will appear showing the progress From here you can choose to ignore any error messages and overwrite prompts until completion these will then be displayed in a summary window at the end of the operation x 84 NetSupport Manager v12 00 To transfer files between Clients With NetSupport Manager s File Transfer it is also possible to copy files and folders between two Clients To do this connect to each Client and display the File Transfer window for each Arrange the File Transfer Windows so you can see both and simply drag file folders from one Client to the other You can see more of a Clients files and folders by moving the horizontal sizing bar or clicking on the maximise button located above the Clients folder tr
24. The List view e To select an item in the List view simply click on it e To select multiple items in the List view 1 Ifthe items are adjacent to one another select the first item hold down the Shift Key and then select the last item 2 If the items are not adjacent to one another then select the first item then hold down the Control Key and select each of the other items 3 If all files and or folders are required choose View Select from the drop down menu or right click on one of the items in the list view not the filename and choose Select You can highlight all items in the current list or just the files or folders e To display the contents of the drive or folder that is one level up from the current folder double click on the previous folder item at the top of the List view 95 NetSupport Manager v12 00 Control Client Chat Sessions NetSupport Manager allows you to Chat to any number of connected Clients simultaneously via a scrolling text window To hold a Chat session 1 Select the Clients or group of Clients you want to Chat to in the List view If you do not select a Client icon all connected Clients will be included Choose Client 4Chat from the Control window drop down menu Or Click the Actions icon on the Control toolbar and choose Chat Or Right click on an individual Client and choose Chat The Create Discussion dialog will appear eoo Create Discussion Topic o s
25. This is a list of Clients discovered by running a browse action in the current session Connecting to a Client from this folder causes its details to be stored for later use in the All Computers folder Active Any Client that is currently connected will be displayed in this folder Help Requests NetSupport Manager includes a function at the Client that enables the Client User to send a request for help A Control can be notified that it has received a Help Request from a Client in a variety of ways 37 NetSupport Manager v12 00 If a Control is configured to receive all Help Request messages the Control will be immediately notified as the Help Request folder is highlighted it may even receive an audible beep To alter the way in which a Control is notified of a Help Request and when it is available to receive them adjust the Help Request tab in the Control Configurator Internet Gateways The primary role of a NetSupport Gateway is to facilitate seamless Remote Control between PC s that may both be located behind different firewalls The Gateway provides a stable and secure method for locating Clients via http and delivers web based remote control without the need for modifications to existing Firewall configurations 38 NetSupport Manager v12 00 The Control Window List view The List view displays the objects stored in the corresponding folder in the tree view For example if you select the Active folder then the L
26. a a 9 ob ze a i lt MARKETINGO1 Viewing ipboard Ctri Alt Del Logout Reboot Settings EM windowss I anozo iOs SaaS a o a e Ww Unmapped Keyboard The View Window is divided into the following sections The Title bar This displays the name of the Client that is displayed in the Client screen area The Menu bar The menu bar contains a series of drop down menus that can be used to access the various tools and configuration utilities 61 NetSupport Manager v12 00 The Toolbar The toolbar contains shortcuts to many of the most frequently used tasks and tools Double clicking on an individual item takes you straight to that task or function eliminating the need to work through the drop down menus Positioning the cursor over an icon will display a brief description of its function Items can be added or removed by right clicking on the toolbar and selecting customise eoo Customize Toolbar Available Buttons Current Buttons 4 Ta g Quick Connect New KR Disconnect All Add gt gt e Connect Qo Reboot Separator 22 Disconnect NES v lt lt Remove Sw Sw Add To Group Reset BMY actions E hd Diosa m le p la 4 r gt ok Canet Hep The Client Screen Area This is used for displaying the screen of the Client 62 NetSupport Manager v12 00 Viewing Clients Having connected to a Client you can now
27. and keyboards will remain locked while you prepare other work at the Control They will not be able to see what you are doing Effectively the Show is suspended Note In order to Show to a Client from the Control you must first have installed the Client programs on the Control workstation However it does not need to be activated 75 NetSupport Manager v12 00 Showing a Client s screen on a number of Client screens With NetSupport Manager it is possible to Show the Control s screen to a number of connected Clients It is also possible to Show a Clients screen to a number of other connected Clients This is known as Exhibiting For example it may be that workstation 1 has an application on it that you need to Show to the Accounts department Therefore by viewing workstation 1 and then Showing to all members of the Accounts department they will now be able to see workstation 1 s screen To Show a Clients screen 1 Connect to the Clients you wish to Show to and the Client you wish to view 2 View the Client whose screen you wish to Show 3 Choose Tools Show Show Screen from the Control window drop down menu Or Select the Show icon on the toolbar 4 Choose Show to These Clients 5 Exclude the Client you are currently viewing from the Show the green tick should be changed to a red cross If you don t do this you will get an error saying that the Control cannot Show to this Client while you are vie
28. erteria ndon xps Windows XP 10 0 1 119 testing 10 0 1 166 Browse T MARKETINGO Browse network for computers Marketing iim Active SESE Shows all connected computers Help Requests OI i Internet Gateways NI comae sari over te temet I gt A convenient thumbnail view of each connected Client screen is displayed at the Control providing a quick and easy method for monitoring Client activity While in Monitor mode the Control still has access to the full range of NetSupport Manager features such as View Chat and File Transfer If the displayed thumbnail is larger than 128 a selection of icons will be displayed showing a range of remote control features Clicking the icon will activate that function for the Client the icon will be highlighted if any of the features are currently in use for a Client 1 Display the required Client List by selecting the appropriate folder in the Control window tree view You would generally want to limit the number of displayed Thumbnails to Connected Clients only 2 Choose View Thumbnail from the Control window drop down menu Or Right click on a clear area of the List view and select Thumbnail Or Click the Monitor icon in the Thumbnail toolbar 67 NetSupport Manager v12 00 The List view will display each Client thumbnail By mousing over a thumbnail you can zoom into that screen Double clicking a thumbnail will open a view session to that Client right click and yo
29. is correctly installed on this workstation 115 NetSupport Manager v12 00 Notes Changing port could interfere with other TCP IP applications If you are using routers you must ensure that they are configured to pass through data using this port To enable Clients to initiate a connection to the Control the default registered port is 5421 Set HTTP connection This property sheet enables you to configure the Client to accept connections via a NetSupport Gateway For more information see Connecting to Clients Controls via a NetSupport Gateway e o Applications NetSupport NetSupportManager client32 ini Master Profile gf Connectivity HTTP TCP IP e CP V Use HTTP i PIN Server N amp gP Security Gateway Address Port amp gP Remote Control 443 amp gf Client Interface Secondary Gateway optional Port Gateway Key Set To override the Comms Management Packet CMPI secs Interval set at the gateway please specify a value here Use a proxy server to connect to the gateway Address Port t 9 3 Cancel __Help Use HTTP Check this box to enable the Client to communicate over HTTP Gateway Address Enter the IP address of the workstation where the NetSupport Gateway component is installed Secondary Gateway optional If required enter the IP address of the secondary Gateway Port NetSupport Manager s default port for HTTP communications is 443 116 Net
30. its User by completing the Properties sheet for the Client This information can then be viewed in the Detailed List view You choose which fields are displayed by using the View 4 Columns function from the Control window drop down menu bar To Adjust Client Properties 1 Open the All Computers folder in the tree view and select the required Client 2 Right click on the Client and choose Properties Or Choose Client Properties from the Control window drop down menu bar 3 The Clients property sheet will be displayed The Client property sheet has three tabs General Details and System Information The System Information tab is only displayed once you have connected to the Client The General Tab displays the following information The Physical Client name and location Its network address The transport it is using Whether you wish to include the Client in Shows Scans The Details Tab displays the following information The name you want displayed at the Control for this Client The description that you want to associate with this Client The contact name The telephone number The Mac Ethernet address The System I nfo Tab displays the following information What version of NetSupport Manager the Client is running What operating System it is running on NetSupport Manager v12 00 Creating a New Group NetSupport Manager allows you to organise Clients into groups for easier access a
31. means that the Control user could log on with their own user ID if they have a valid user ID and password for this workstation Disable Logoff Disables the ability of the Control User to log off from the Client workstation via the menu option in the Control Interface You can still Log off while remote controlling Ignore Messages Ignores messages sent by Connected Controls Ignore Broadcast Messages Ignores broadcast messages from a Control whether connected or not 121 NetSupport Manager v12 00 User Acknowledgement Options These security options when enabled display a prompt at the Client machine advising that a Control User is attempting a remote connection The Client must acknowledge the message before a remote control session can be instigated eoo Applications NetSupport NetSupportManager client32 ini Master Profile Connectivity a Security User Validation M User Acknowledgement Required User Acknowledgement Acknowledge Connection Attempts from other Controls Protect Configuration File Transfer amp Replay Files Acknowledge Connection Display Text amp aP Remote Control amp f Client Interface Acknowledge Connection Timeout After sec Reject connectio t e j Cancel Help User Acknowledgement User Acknowledgement Required When a Control User attempts to connect a message will be displayed at the Client Unless the user at the Client explicitly accep
32. on remote support or interactive training gather real time inventory and system data NetSupport Manager provides the ability to support Windows including Windows 8 Mac and Linux platforms plus Android and iOS mobile devices all from a single console Designed to operate securely over your network via mobile communications or the internet without the need for firewall configuration NetSupport Manager provides a single solution for remote support Adding to traditional Remote Control capabilities NetSupport Manager also provides a range of tools to aid in support including dynamic Hardware and Software Inventory reports Systems Management tools and even the ability to show an NetSupport Manager v12 00 operator s screen in real time to any number of connected systems as an integrated training tool This user manual contains instructions for installing and running NetSupport Manager Conventions Used The following logical and easy to understand conventions are used in this manual e Step by step instructions which should be performed in sequence are shown as numbered paragraphs beneath a clearly stated How To Do heading e Asthere is often more than one way of carrying out a task you will find Or options also included e Additional tips or explanatory notes regarding these instructions are enclosed in a border under the heading Note e Individual items in menu commands are enclosed in braces and
33. receive messages from Control workstations These messages are automatically displayed on a Client s screen in a message box Message from tjm macbook 12 February 2013 09 58 The Server will be shut down at 6 pm E The message box s title bar includes the name of the Control that has sent the message along with the date and time the message was sent Having read the message sent by a Control choose OK to remove the message 112 NetSupport Manager v12 00 Configuring the Client In this chapter How to use the Client Configurator Whether you want to secure the Client against unwanted connections or prevent Control Users from performing certain tasks at selected Clients NetSupport Manager provides a vast range of configuration options that can be set at individual Client level 113 NetSupport Manager v12 00 Configuring the Client NetSupport Manager Clients are configured using the NetSupport Manager Configurator This makes all the required changes to and sets up the initialisation commands The Configurator is started from the NetSupport Manager Configurator icon in the NetSupport Manager Program Group This will display the initial Client Configuration dialog The Client Configurator enables you to set all the possible options for the Client It also enables you to test the network to ensure that the network stack that you are attaching the Client to is installed and operating correctly
34. requesting ep Internet Gateways m Na oos natatie certe teret gt XP SP3 4 D The Title bar This indicates that you are in the Control window and displays the name of the NetSupport Manager Control workstation The Menu bar The menu bar contains a series of drop down menus that can be used to access the various tools and configuration utilities These menus can also be used for connecting to and selecting Clients to work with as well as maintaining and organising Clients into work groups 28 NetSupport Manager v12 00 The Toolbar The toolbar contains shortcuts to the most frequently used tasks and tools Options of a similar nature are grouped within the same icon You can also add or remove icons to suit your personal preferences See Customising The Toolbar New Connect Disconnect Browse Actions Desktop Manage File Registry View Client Inventory Show Properties Settings Logout File Distribution The Quick Execute bar The Quick Execute bar enables you to execute a previously saved application to a Client without having to direct your way through the drop down menu By clicking on the button containing the required application you immediately execute it on the selected Client or group The Thumbnail Toolbar The Thumbnail toolbar provides quick and easy access to a convenient thumbnail view of each connected Client screen and allows you to amend the thumbnail settings The Tree view The tree view provides an
35. sche 21 Installation Complete eesseei senem dna nn nn 22 NetSupport Manager Mobile Control for iOS and Android 22 Installing a NetSupport Manager Client on Linux Platforms 23 Installing and Configuring NetSupport Manager on Google Chrome OS BISE i certet piled tag Hr e per mme EE SECURE ud Eae Ponte Na e ER NE NRR UE 24 Using the Control eeeseeee esee nennen nennen nnn 26 Starting the NetSupport Manager Control ssssssssssrsserrsrrrssrrrssernss 27 THE Control WindOW rics iieri euer pei D ree cited E cep dd d 28 Customising the Toolbar iren dnr teneat nan tenen tek en nn 31 NetSupport Manager Control Toolbar Buttons sees 33 The Control Window Tree view ssesesen m 36 The Control Window List view csesese m 39 Finding Clients 2 25 222 1t ese hoped idle nea ERA E EAE RS RELIER iR 40 Connecting to Clierits eet iretur oi neat adds caren ERR IRE NER ERRRPA ERRR arenes 42 QUICK CONNEC CU iiie eter ette tete a reete tar na paper ae eine e tenets teed 43 Connecting to Clients on different Protocols ssssssus 44 Configuring The NetSupport Manager Control For Subnet Browsing45 Connecting to Clients Controls via a NetSupport Gateway 47 Connecting through Firewalls and Proxy Servers 52 Disconnecting a CONE cece naag sea trn eth ere bn rn dn aa 54 Disconnecting
36. should be followed in sequence for example Client View Terminology Used Control Client Available Client Selected Client Connected Client 10 The Control is the workstation or device that shows to or views takes over the Client This is sometimes called the Viewer The Client is the workstation or device that is being shown to viewed or taken over This is sometimes called the Host When the NetSupport Manager Client program has been installed on a workstation it becomes available for connection by a Control A Client must be available before a Control can connect to it A Client or group of connected Clients can be selected by the Control The Control can then perform a variety of functions such as View Show and Message etc A Control can switch between multiple Clients making each of them in turn the selected Clients All available Clients or groups of Clients can be chosen for simultaneous connection A Control can only remote control a Client to which they are NetSupport Manager v12 00 connected Known Having connected to Client machines NetSupport Clients Manager stores a list of Clients in the tree view All Computers folder These are Known Clients 11 NetSupport Manager v12 00 About NetSupport Manager In this chapter You will be introduced to the main features and benefits of NetSupport Manager 12 NetSupport Manager v12 00 Features NetSupport Manager con
37. the PCs internal speaker There may be occasions when it is more appropriate to use the workstations sound card to generate the beep through speakers in which case un check this box Hide Auto group List Allows you to remove the Auto Group function from the Tree view Hide empty auto groups Allows you to hide any Auto Groups that don t have any Clients associated to them Client List Read only Check this box to remove the ability to alter the Known Client List The Clients item is still available in the tree view but you cannot modify or create new Clients Group List Read only Check this box to remove the ability to alter the Groups list The Groups item is still available in the tree view but you cannot modify or create new groups Gateway Read only Check this box to remove the ability to alter the Gateway list The Gateway item is still available in the tree view but you cannot modify or create new items Message on Disconnect When checked the Control user will be prompted to send a message to the Client when disconnecting This may be useful to notify the user on the Client workstation that the Control user has finished using the workstation and advise what action has been taken 152 Silent Disconnect NetSupport Manager v12 00 Should a Client inadvertently disconnect during a session a prompt appears at the Control machine Check this option to disable the warning Functions This property sheet enable
38. using a Laptop as the Control machine to ensure that the keyboards behaviour corresponds with that of a standard desktop machine Scrollbars You can turn off scrollbars on the View Windows by un checking this option This is useful when using Auto Scroll as you gain a little extra workspace Use Compression Check this box to enable compression when viewing a Client s screen The state of this checkbox is also reflected in the General Settings Wallpaper Check this box if you want the Client s wallpaper to be visible when viewing Normally this is turned off to improve performance so expect the screen update speed to be impacted by selecting this option Blank Client Screen This enables the Control operator to blank the Client screen in any of the View modes Note If another Control with the Blank Client Screen setting checked attempts to connect to a Client being controlled in Blank Client Screen mode the original Control will be disconnected 149 NetSupport Manager v12 00 Default Mode When you view a client by default you start viewing in Share Mode If you prefer to start viewing in a different way change the style from the list provided Max Colour Depth When you connect to a Client you can restrict the Colour Depth that is sent This is done to reduce the amount of traffic between Client and Control Reduce the Colour Depth to 16 colours if you are using applications that do not rely on anything ot
39. while you are connected to that Client eoo Settings for Configuration Standard gf General amp gf Security Options gf Remote Control M Scale to Fit M scrollbars Mew Disconnect when Closed V Use Compression gf Control Interface E 4 Settings M Auto Clipboard Wallpaper Functions _ Video Skipping _ Blank Client Screen gf File Transfer ad P File Locations Disable Num lock synchronisation Default Mode Share Max Colour Depth Unlimited Autoscroll speed Scroll Delay Mouse Delay Off Fastest Min Max Min Infinite V Update Configuration Standard E 9k J Cancel Help Options Scale to Fit Check this option if you want the contents of the View window to be automatically shrunk to fit the sizeable frame Disconnect when Closed Check this option to disconnect from a Client when a View window is closed 148 NetSupport Manager v12 00 Auto Clipboard When enabled provides the quickest method for copying data Use the short cut keys Cmd C amp Cmd V to automatically copy to and from the clipboard at both the Control and Client machines Video Skipping NetSupport Manager Controls can now be configured for viewing performance The Control program will not display Client screen updates if a subsequent update to the area of the screen is made Un ticking the box will result in all Client screen updates being displayed at the Control Disable Num Lock Synchronisation Check this option if
40. your selection as follows These Clients The list displays all of the connected Clients and their descriptions If you are only connected to one Client this list is disabled Once you have chosen the Clients you want to Show to click Show Create Replay File at Client The Show session can be recorded and stored in a Replay File giving Clients the opportunity to playback the session at a later date Set Show Mode at Client Windowed Full Screen or Maximise Window This option allows you to Show at the Client either in a small window full screen or maximised window When showing in windowed and maximised window size the Clients Mouse and Keyboard are not locked 74 NetSupport Manager v12 00 Select what you would like to Show NetSupport Manager will identify if the Control is running multiple monitors giving you the option to choose which one to Show from the drop down list If you are unsure which the correct screen is click Identify Alternatively select Whole Desktop to show all To End the Show 1 Right click on the NetSupport Manager button on the taskbar 2 Select Suspend Show 3 This will display the Showing dialog e o NetSupport Show Suspended Currently showing to End Name Description E xp sp3 Resume Continue Help The buttons have the following purposes End Ends the Show and releases the Client s screens and keyboards Resume Resumes the Show Continue The Client s screens
41. 0 Sending Messages to Clients sssesssssssee nnn 101 Dealing with Help Requests essssssssse mem 102 Remote Clipboard ieri teer nena A alan anna na usa Re se Ra aa 103 Remote Command Prompt ssssssssssesssee nnnm 105 NetSupport Manager v12 00 Using the Client eeeeeeee esee enne nnne 106 The Client Main WindOw rernm eiaa iranian nnda 107 Connecting to a Control ssssssssssssseseesem men 108 Connecting to a Control using PIN Connect s esses 109 Disconnecting from a Control esssssssseen nne 110 Raising a Help Request ssssssssssssse nenne 111 Chatting to a Control workstation ceeeeeee este eee ee eee eeeaeees 111 Receiving Messages from a Control workstation 112 Configuring the Client eeeeeee eene 113 Configuring the Cllent uere er ht rrr ER er eR RR YO ERR ERE RUE 114 Connectivity OPUlONSiiss pisus eetere gr retde ae Ee ta dt tea veg e pda cba Rene orn kp 115 Set TCP IP Connection cssssesssssssseee enses nnn nnn 115 Set HTTP corin amp ction c ies eee ener rper HER IRE RR RE RE 116 Ill pm 117 Security OPON Szaar eaea e EEA SA cese nghe xu a aedi eie a ax edes 119 User Validation ict Ipe AAE Ka Aaa nea ees 119 Access Privileg8s o rrr re rH REPE RE Manse Rex RE 120 User Acknowledgement Options ceeeeeee esse
42. 148 Control Interface Settings itirir essei eene iaa nnn nn nnn 151 Interface Settings cies eee reserare ota pa nha Ee rasa sa Ra n rs 151 FUNCIONS aix iatis eias da E TR AR ERE RR QURE A BR De RATER UR D a tee 153 File Transfer Settings 2 oleis lace ih eee data rere ron Eg 155 File Location SettiNgSa isseire eee tirer rhe rx RR RE ERR E Rede gan 158 Managing and Organising Clients 159 Add a new Client tite e ER rr HR TER PL eae ered 160 Delete a Client iie eet tete tans re ber tren e ge P e e 161 Renaming a Client e eeseeeeeessee a hen nnn nn 161 Setting Client Properties c c ccceeseeccsenteuedeeteneseeanuetawerseneneeeeaenee 163 Creating a New GFOUp ic e trc nii nnus met ek AA eR xn Ten RET 164 Adding Removing Clients in a Group csssese 165 Setting Group Properties iid dec ee prt xen RH E Pix EXER ai 166 Using NetSupport Manager over the Internet sssessess 167 Technical Reference eese eene nenne 168 Using Compression Effectively esses nenne 169 Remote Client Hardware and Software Inventories 170 The Inventory Window ssssssne m mme 171 Understanding IP Addresses sssssssssssssesen nenne 176 Using Command Line Instructions esses 178 Contacting NetSupport eeeeeeeeee nennen nnn nnn 180 NetSupport Manager v12 00 Welcome to NetSupp
43. Applications File Folder 05 03 2013 10 bin File Folder 30 10 2012 12 cores File Folder 16 08 2012 23 dev File Folder 06 03 2013 08 home File Folder 06 03 2013 08 Library File Folder 30 10 2012 12 net File Folder 06 03 2013 08 Network File Folder 16 08 2012 23 private File Folder 30 10 2012 12 sbin File Folder 30 10 2012 12 System File Folder 30 10 2012 12 Users File Folder 30 10 2012 12 usr File Folder 30 10 2012 12 Volumes File Folder 06 03 2013 08 7 mach kernel 25 08 2012 08 8 192 160 Name Bestination Directory Description Client Platfo t j IMAC 1 li Mountain Ready 1 Files 8 192 160 bytes The File Distribution Window is divided into five sections The Title bar This shows which group of client this particular File Distribution window is working with The Menu bar The menu bar contains a series of drop down menus that can be used to access the various tools and configuration utilities The Toolbar The toolbar contains shortcuts to many of the most frequently used tasks and tools Double clicking on an individual item takes you straight to that task or function eliminating the need to work through the drop down menus Positioning the cursor over an icon will display a brief description of its function The Local Pane The local pane displays a tree view of the folders of the Control on the left hand side and a List view of the contents of those folders on the left hand side Right cli
44. Extended IPv6 support disabled This is a standard message and should be ignored For information on currently supported features please visit www netsupportmanager com linux asp 23 NetSupport Manager v12 00 I nstalling and Configuring NetSupport Manager on Google Chrome OS Devices NetSupport Manager provides remote control capabilities for any Google Chrome OS device running the NetSupport Manager Chrome OS Client extension The NetSupport Manager Client for Google Chrome extension can be installed on each Client machine running the Google Chrome OS From the technician s desktop you can then connect to each system enabling you to monitor and interact with each client quickly and efficiently Planning an installation For a NetSupport Manager Control to be able to connect and interact with Chrome OS devices the NetSupport Connectivity Server must be installed on a Windows Server the NetSupport Manager Control Windows Mac or Mobile must be installed on the technician s computer and the NetSupport Manager Chrome Client extension installed onto each Chrome device The NetSupport Manager Client for Chrome OS can be used with your existing NetSupport licences already purchased as long as you have sufficient unused licences or additional Chrome OS only Client licences can be purchased from your NetSupport Reseller Installing and Configuring the NetSupport Manager Client for Google Chrome extension 1 Download the Net
45. NetSuppsyt NetSupport Manager Mac Manual Version 12 00 NetSupport Manager v12 00 Manual COPYRI GHT C 2013 NetSupport Ltd All rights reserved The Information in this document is subject to change without notice NetSupport Ltd reserves the right to revise this document and to make changes from time to time in the content hereof without obligation to notify any person or persons of such revisions or changes The software described in this document is supplied under a licence agreement and is protected by international copyright laws You may copy it only for the purpose of backup and use it only as described in the Licence agreement Any implied warranties including any warranties of merchantability or fitness for a particular purpose are limited to the terms of the express warranties set out in the licence agreement Program COPYRIGHT C 1991 2013 NetSupport Ltd All rights reserved Trademarks NetSupport is a registered trademark of NetSupport Ltd NetSupport Manager is an independently created software program and has not been authorised sponsored endorsed or otherwise approved by Apple Inc All third party product images and company names are for identification purposes only and may be trademarks of their respective owners NetSupport Manager v12 00 Software Licence Agreement Please read this agreement before using your copy of NetSupport Software This is a legal agreement between you and NetSupport L
46. Service The Bluetooth service supports discovery and Stopped BranchCache This service caches network content from pe Stopped Certificate Propagation Copies user certificates and root certificates f Stopped Client32 Running 175 NetSupport Manager v12 00 Understanding I P Addresses An IP address is made up of 4 bytes each byte being made up of eight bits which can have a value of 1 or 0 This gives possible IP addresses of 0 0 0 0 to 255 255 255 255 Each IP address is also split into two portions a network portion which identifies the network the device is on and the local or host portion which identifies a particular device The subnet mask defines the position of this split between the network and host portions of the address which is associated with the address The subnet mask is also a four byte number Each bit in the subnet mask that is set to 1 denotes that the corresponding bit in the IP address is part of the network portion For example if we have an IP address of 10 10 2 21 and a subnet mask of 255 255 255 0 IP address 10 10 j 2 21 Subnet Mask 255 255 255 0 IP address In Binary 00001010 00001010 00000010 00010101 Subnet Mask in Binary 11111111 11111111 11111111 00000000 Network Portion Of IP 00001010 00001010 00000010 00000000 address Host Portion Of IP address 00000000 00000000 00000000 00010101 Network Portion Of IP 10 10 2 0 address Host Portion Of IP address 0 0 0 21 T
47. Support Manager for Google Chrome extension from the Google Chrome store 2 Enter the URL chrome settings extensions to access the Extensions configuration page 3 Locate the NetSupport Manager Client for Google Chrome extension and click Options 4 Enter the Gateway address and port number of the Gateway 5 Optionally enter a name that identifies this Client 6 Click Save Chrome Incognito Mode To ensure that you maintain full control of your clients it is recommended that you disallow Incognito Mode in the Chrome OS User Settings This can be done centrally via the Google Management Console 24 NetSupport Manager v12 00 Key features when connecting to Chrome OS Client systems include Environment A NetSupport Manager Control communicates via HTTP with Google Chrome OS devices that are running the NetSupport Manager for Chrome Client extension For help installing and configuring the required components please refer to the documents below Remote Control A crystal clear thumbnail of each Chrome OS Client screen can be viewed by the Control in a single view The Client s screen can be discreetly monitored Watch Mode or remote controlled in real time Share Mode For real time instruction or demonstrations the Chrome OS Client can be shown the Control Windows or Mac screen in a browser tab or in full screen mode The Client can also be shown an application running on the Control desktop
48. Support Manager v12 00 Gateway Key The Key set here must also be set at the Control and match the key that has been configured in the Gateway itself Provides additional security that enables Control Users to connect only if they have specified the same key as at the Client CMPI secs You can override the CMPI that is set at a Gateway by entering a value here By default at the Gateway the CMPI is set to 60 secs Proxy Server NetSupport Manager can be configured to route communications through a Proxy Server if required Enter the server address and an appropriate Port 8080 recommended PI N Server eoo0 Applications NetSupport NetSupportManager client32 ini Master Profile gf Connectivity d TCP IP HTTP PIN Server PIN Server Address 10 0 0 234 sf Remote Control amp gf Client Interface Use a proxy server to connect to the PIN Server Address Port 443 Copy Settings from Gateway PI N server PI N server address Enter the IP address of the workstation where the PIN server is installed 117 NetSupport Manager v12 00 Port The default port number for the PIN server is 443 Use a proxy server to connect to the PI N server Select this option if you are using a proxy server to connect to the PIN server Enter the server address and port number for the proxy server Copy settings from Gateway If you are using a NetSupport Gateway you can use the same settings for the PIN Serv
49. Support s entire liability and your exclusive remedy shall be either a the replacement of the defective software or b return of the price paid This remedy shall be at NetSupport s option and subject to proof of purchase from an authorised source Any implied warranties including any warranties of quality or fitness for a particular purpose are limited to the terms of the express warranties NetSupport Ltd shall not in any event be liable for loss of profits data or information of any kind or for special incidental consequential indirect or other similar damages arising from any breach of these warranties or use of the software even if they have been advised of the possibility of such damages Some countries do not allow the limitation or exclusion of incidental or consequential damages so the above limitation or exclusion may not apply to you This warranty does not affect your statutory rights and you may have other rights that vary from country to country In any event NetSupport s maximum liability shall not exceed the price paid by the end user licensee TERMINATION You may terminate this licence and this Agreement at any time by destroying the program and its documentation together with any copies in any form NetSupport Manager v12 00 NetSupport Ltd may terminate this licence forthwith by notice in writing to you if you commit any serious breach of any term of this licence and in the case of a breach capable of being remedied sh
50. aenees 78 Watching Recorded Replay Files eese 79 Showing Replay Files to Clients cceeeee ee eee esse eee ee eee eaeaeeeeas 80 File Transfer ici Mick bole deere ava DERNIER ANE hada hed 81 The File Transfer Window c eeeeeeeeeeeeee eee m mme 81 Copying Files and Folders ccceeeee eect ee eee eeee teeta me 83 To transfer files between Clients cesses 85 Deleting Files and Folders ccceeeceeeee eset tees eee ee eae nn 85 Creating Folders 224 pex A ERREUR AREE Yer d RS 85 Renaming Files 2 resina rp nt er YER EEA Y RARE RYMER REP EK ERR 86 Changing File Attributes sssssssssesse m menn 86 Synchronising Folders ionnta ue h nea anra nn nna Rada 87 Applying a filter to files in List view essem 87 Changing the view format in the File Transfer Window 88 Changing the sort orders in a File Transfer Window 89 File Distribution iiit Ip te aa Aa xv TAi ada daN da ayia 90 The File Distribution WiNdOW cceeeeeeeeeeeeee eee ee eee eeeae nena eaees 90 Distributing Files iced seeded nri nri Rr tU FERRE PUR Eee REPRE SER 91 ANEETA ETE 93 The File Manager Window csesssse m 93 Managing Files on the Control workstation eeeeeeeeeeeee ees 94 Control Client Chat Sessions essssessseese nn nnn nnn 96 Disable Chat Sessions esses en eee nne hn nn 10
51. all Clients 5 rrr nnn nenne 54 Client Automatic login iota ege rennen nenne rient 55 Power Management Power on Power Off ssssssssssssesssreserresrrrernns 56 Client Power Qri iustior itm tex n e ls 56 Client POWer Off iioi stata eduepertee ek tenta E Rot RT e da 57 Rebooting or Logging out Clients ssessssee n 59 Sending Ctrl tFAlt Delete ninaa a an kx Had RA rede n 60 NetSupport Manager v12 00 MIS Uh0PPTPTETEETTPERRITMMEERMPEIMTESUM 61 The View WiDdOW eerte ment re eR t gre reip baa i 61 Viewing Clients icone er pt REA RR ERERIA RENE REX E wand wide KR UAE A 63 Viewing Modes 2 er en Sr per RR RR S ERE Men RA E eed edeabene ER e a bet 63 Viewing multiple Client screens simultaneously 64 Blanking the Clients screen while Viewing sees 64 Scale to Fit Mode nee ente sie n eed 65 Displaying the View Settings for a Client esses 66 Thumbnail View Monitor Mode essssss nene 67 Organising Clients in the List view sese 68 Launching Applications ccceceeeee cece eee eee eee mme nens 69 Showing the Control screen to Clients c ecceeeeeee esse eee eeeeeeeeaeaes 73 Showing a Client s screen on a number of Client screens 76 Replay FileS scc 77 Recording Local Activity 2 nth hen hn en e ne 77 Recording Replay Files At Client PCs eceeeeeeeeeeeeeeeeee
52. all have failed within 30 days after receipt of a request in writing from NetSupport Ltd so to do to remedy the breach such request to contain a warning of NetSupport s intention to terminate Upon termination you will destroy or return to NetSupport Ltd the original and all copies of the software and will confirm in writing to NetSupport Ltd that this has been done SUPPORT If you have a problem with the installation of the software you should in the first instance contact your supplier You can separately purchase support and maintenance which will also cover the supply of enhancements and upgrades GOVERNING LAW This agreement shall be governed by the laws of England NetSupport Manager v12 00 Contents Welcome to NetSupport Manager sssssssse me 9 CONVENTIONS USCA aasiki nieo aae Ran Rn RE EA ERR CER RO RR Hx ea dee 10 Terminology Used 2 reete cleats n ree ERE exe Pub n a 10 About NetSupport Manager eese nens 12 Features foo se ecce t rene nni Hania II LR MUMU LR ua MAR AA E a RE LE Mta A ex RAE 13 Installation eese eene enne nn enne nn nnne nnn nnn nnn 17 System Prer amp quisites meranie NO RAMADAN DARK RII E IR XRIKROdA 18 Starting the Installation csse mmn 20 NetSupport Licence Agreement ssssssssrrssssrrrrrrrrrrrrrnnnnrrrrrununns 20 Licence Information Senedd sk wands aa Eia oe secu des essi teta ripe ee a E 21 Select Setup Typenr iita eere nre n e rex
53. any particular time Your use of software or hardware that reduces the number of devices or seats that connect to and use the software directly or simultaneously e g multiplexing or pooling software or hardware does not reduce the number of licenses required Specifically you must have that number of licenses that would equal the number of distinct inputs to the multiplexing or pooling software or hardware front end If the number of devices or seats that can connect to the software can exceed the number of licenses you have obtained then you must have a reasonable mechanism in place to ensure that your use of the software does not exceed the use limits specified for the license you have obtained COPYRIGHT This software is protected by international copyright laws You may copy it only for backup purposes The software is licensed to you but not sold to you RESTRICTIONS Neither you nor any reseller may rent lease sell licensed copies on approval or otherwise transfer the right to use this software to another person except that you may sell or give away your original copy as long as you do not keep any copies The software may not be modified disassembled or reverse engineered except with the prior written consent of NetSupport Ltd LIMITED WARRANTY NetSupport Ltd warrants that the software will perform substantially in accordance with the accompanying documentation for a period of ninety 90 days from the date of purchase Net
54. bar and choose Reboot or Logout Click Yes to confirm send reboot logout to the group You will be immediately disconnected from the members of the group 59 NetSupport Manager v12 00 Note Make sure that all workstations within the group are available and not being used by other staff before you use this function Sending Ctrl Alt Delete You can send Ctrl Alt Delete to a workstation that you are viewing or simply connected to To send Ctrl Alt Delete to a connected Client 1 Press the Ctrl Alt Esc keys simultaneously Or 1 Choose Client Send Ctrl Alt Delete from the Control window drop down menu Or Click the Manage icon on the Control toolbar and choose Send Ctrl Alt Delete Or Right click and choose Send Ctrl Alt Delete 2 Click Yes to confirm Send Ctrl Alt Delete To send Ctrl Alt Delete to a Client you are viewing 1 Press the Ctrl Alt Esc keys simultaneously Or 1 Choose Client Send Ctrl Alt Delete from the View window drop down menu 2 Click Yes to confirm Send Ctrl Alt Delete 60 NetSupport Manager v12 00 Viewing The View Window The View window is the primary interface for interacting with individual Clients Each Client has its own View window The Client View Windows are used for displaying the screens of the Clients at the Control You can have multiple Client View Windows open and displayed simultaneously eoo _ View Tools Window Optimize 2 SIE Inventory
55. ble via a gateway AJK6 INVHASA AJKS 10 0 1 205 5405 Connected ix settings SE Connect in NetSupport Manager v12 00 I nstalling a NetSupport Manager Client on Linux Platforms A NetSupport Manager Client can be installed on Linux platforms designed to run on a Windows manager enabling a Control to connect view the screen of the remote user and perform a variety of remote control tasks Note NetSupport Manager currently supports the following Linux Distributions OpenSuSE 11 2 and later SuSE Enterprise 11 SuSE Enterprise Server 11 Ubuntu Edubuntu 9 04 and later Debian 5 and 6 Red Hat Enterprise Linux 6 Linux Mint 9 and later and Fedora 12 and later 1 The NetSupport Manager Linux Client is provided with a tar gz format this is available from our downloads area at www netsupportmanager com downloads asp Full installation instructions are also be available here 2 Download to a directory on the Linux machine 3 Extract the TAR BALL A sub directory called Install will be created 4 Point to the directory and run the installation as a Root User 5 The NetSupport Manager Client will install to usr nsm providing a Linux daemon 6 Atthe NetSupport Manager Control connect to the Client in the usual manner Note When installing SuSE 9 3 and SuSE 10 distributions the following error message will appear SuSEFirewall2 Warning ip6tables does not support state matching
56. cale to Fit Automatically scales the Receive Show window to resize the displayed screen in the available area Scrollbars Determines if Scroll Bars will be displayed with the Receive Show window for navigation 130 NetSupport Manager v12 00 Auto Scroll Speed When you are viewing a Show in a window on the Client s screen the Client can automatically scroll the contents when the mouse moves close to the edges of the window Adjusting the sliding control sets the speed at which the view scrolls from not at all to very fast Scroll Delay When Auto Scroll is enabled you can change the delay before the scroll is activated If you want the view to scroll as soon as the mouse is at an edge of the screen move the slider towards Min If you prefer a longer delay before the AutoScroll takes effect move the slider towards Max 131 NetSupport Manager v12 00 Client I nterface Options These property sheets are used for customising the interface between the Client and the Control Client Settings eoo Applications NetSupport NetSupportManager client32 ini Master Profile z A Disable Client Menu Items af Remote Control Disable Request Help e Client Interface Disable Call Control i Client Settings Disable Disconnect Customizable Text Disable Chat Disable Replay Client Program Options M Icon in System Tray Always on Top Hide When Idle Quiet Mode client not visible on Taskbar Silent Mode no refresh
57. ck on any item in one of the columns in the list view and a range of context sensitive functions become available 90 NetSupport Manager v12 00 The Remote Pane The remote pane shows the Clients to whom the Files will be distributed Right click on any item in one of the columns in the list view and a range of context sensitive functions become available Distributing Files You can Distribute Files to All connected Clients Selected Clients A pre defined group of Clients Note This feature will only function between machines on the same platform i e Mac Control to Mac Client To Distribute Files to a defined group of Clients 1 e Select the group of Clients you wish to distribute files to from the All Computers folder in the tree view Choose Group File Distribution from the Control window drop down menu Or Click the File icon on the Control toolbar and choose File Distribution The File Distribution window will appear From the local pane tree view select the item s to be copied to the Clients The location on the Client workstations where the files folders are copied to is called the Destination folder Unless otherwise specified the Client Destination folder will be the same as the item s location on the Control workstation If the Client does not have the same folder available the item s will be copied to the C Drive by default and the folders automatically created Or To set a sp
58. ct j New 4 Disconnect All Add gt gt Connect Reboot separatora Disconnect v Aa Message SS Browse Sw Add To Group Reset m Actions La n 4 gt 4 0K Canet _ Help The two lists you can see contain the buttons that can be added to the toolbar and those already on the toolbar To group the buttons together you can place separators between them Available Buttons Displays a list of all the buttons that can be added to your toolbar This list shows the icon and the associated text that will be added Current Buttons Displays the current buttons on your toolbar Separators are shown as a horizontal broken line You can add a separator by selecting the item in this list to insert after and pressing the Separator gt gt button 31 NetSupport Manager v12 00 Add gt gt Choose an item from the Available Buttons and select the position for this item in the Current Buttons list The item is inserted after the selected item when you press the Add button Separator gt gt Press this button to insert a separator into the Current buttons list after the selected item Separators are used to visually group buttons together lt lt Remove Choose an item from the Current button list to remove and then press this button The item will be added to your Available buttons list unless it is a separator in which case it is just removed Reset Pressing this button restores the Curre
59. d PCs Select Security Replay Files and enable the appropriate options See Configuring the Client Security Options Replay File Settings for more information NetSupport Manager v12 00 Watching Recorded Replay Files Replay Files can be watched by Controls with appropriate access levels to the files these in turn can be shown to Clients At a local level the NetSupport Manager Client program also provides a Replay option enabling Clients to launch files At the Control 1 Choose Tools Replay from the Control window drop down menu Or Click the Desktop icon on the Control toolbar and choose Replay 2 Navigate to the folder where the Replay Files are stored 3 Select the file to replay 4 Click Open The Replay Window will appear Use the Replay Controls to start stop the file At the Client 1 Right click on the NetSupport Manager Client icon in the system tray and choose Replay Or Double click on the Client icon and choose Commands Replay from the drop down menu Navigate to the folder where the Replay Files are stored Select the file to replay Click Open The Replay Window will appear Use the Replay Controls to start stop the file 79 NetSupport Manager v12 00 Showing Replay Files to Clients Replay Files can be watched by individual Controls and Clients The Control also has the option of showing a specific file to multiple Clients 1 2 Dig U o o9 80 Choose Tools
60. d in this list Browse for Clients starting with When the Control starts it can perform a browse using the information supplied Enter a partial Client name or leave this blank to find all available Clients The Clients found will appear in your Browse folder in the tree view 146 NetSupport Manager v12 00 Start viewing When you have checked one of the Connect boxes above you have the option to view the Client when the control starts Check this box to enable the three buttons below This allows you to choose the way in which the Client is viewed Watch Start Watching the Client or Clients when the Control starts Share Start Sharing the Client or Clients when the Control starts Control Start Controlling the Client or Clients when the Control starts Disconnect The following options are only available on non Administrative configurations Exit Program on Disconnect Check this box to force the Control to shutdown when you disconnect from a client This option is very useful when used in conjunction with the option above and connecting to a Client at startup 147 NetSupport Manager v12 00 Remote Control Settings The following property sheets enable you to configure the behaviour of the remote control options when viewing Client workstations View Settings This property sheet provides configuration options for viewing Client workstations If editing the Client Settings all changes you make will only apply
61. dit Cut Copy return to the Clients view window and click the Clipboard icon on the View window toolbar and choose Send Clipboard 4 To paste the data at the Client application choose Edit from the Client application drop down menu select Paste Or Use the short cut keys Cmd V to paste the data NetSupport Manager v12 00 Sending the content of the clipboard from a Client to a Control workstation 1 View the required Client 2 Open appropriate applications on the Client and Control workstations 3 Copy the required data from the application at the Client as above but if using menu options rather than the shortcut keys choose Clipboard Retrieve Clipboard from the toolbar 4 Return to the Control application and paste the data using the appropriate menu options or the short cut keys Cmd V 104 NetSupport Manager v12 00 Remote Command Prompt By launching the Command Prompt window a Control can remotely execute command line instructions at a connected Client 1 Connect to the required Client and choose Client Remote Command Prompt from the Control window drop down menu Or Right click on the Client icon and select Remote Command Prompt Or Click the Actions icon on the Control toolbar and choose Remote Command 2 The Remote Command Prompt window will appear The title bar will confirm the name of the connected Client eoo XP SP3 Remote Command Prompt The window is split into two frames Th
62. e Client is permanently connected to the Gateway the Control is not and therefore needs to browse the Gateway each time it wants to find Clients 1 From the Internet Gateways folder in the Control window tree view select the required Gateway and double click Browse Gateway The Browse Gateway dialog will appear Enter a partial Client name or leave blank to search for all available Clients Or Right click on the Gateway name in the Tree view and select Open This will automatically browse for all available Clients 2 Found Clients will appear in the List view and you can now connect and remote control them in the usual way 50 NetSupport Manager v12 00 Note You can ask for a combined network and Gateway browse by selecting Browse from the Control window toolbar and checking the Include Gateway Clients box All found Clients will appear in the Browse folder in the Tree view the Gateway Clients will not be added to the Internet Gateway folder Pass all data between connected Controls and Clients Although data is transferred between the connected Control and Client via the Gateway this will appear seamless and performance will not be affected 51 NetSupport Manager v12 00 Connecting through Firewalls and Proxy Servers It is possible to have NetSupport Manager Clients Controls running on the inside of a Firewall Proxy Server and still be available for connection to workstations on the outside without compromisin
63. e Input Frame at the bottom of the window which can be resized if required and the output results frame at the top While the window is open each command is stored by the Control enabling you to recall previous instructions that you may wish to run again Either scroll through the entries using the up and down arrow keys and press enter when the required command is displayed or press F7 to show all commands in a window Click on the required command and press enter A maximum of 50 commands are stored To clear the history press F8 Once the Control closes the Remote Command window the history is cleared automatically 105 NetSupport Manager v12 00 Using the Client In this chapter How the remote user can interact with a connected Control 106 NetSupport Manager v12 00 The Client Main Window When a Client clicks the NetSupport Manager icon on the menu bar the Client menu appears from here you can open the Client window The Client window allows Clients to Chat to a Control Request help from a Control Call a specific Control Connect or Disconnect from a Control Establish a connection with a Control using a PIN Code Launch a Replay File eoo W NetSupport Client Help Request Help Call Control PIN Connect Replay 107 NetSupport Manager v12 00 Connecting to a Control The Client Connect function only works for TCP IP connections and is intended to enable you to establis
64. e selected Client Load the Remote Command prompt window 35 NetSupport Manager v12 00 The Control Window Tree view 4 i All Computers 21 Clients MC Al avallabie computers Support 7 Clients m Marketing 3 Clients m Development 7 Clients m Sales 4 Clients 4 sm Auto Group 21 Clients m Clients grouped by predefined criteria E 7 Windows PCs 8 Clients A Linux PCs 2 Clients m ii Apple Mac OS X 4 Clients m Client Versions 21 Clients Browse Browse network for computers im Active i Shows all connected computers Help Requests Clients requesting help Internet Gateways Computers avallable over the Internet The tree view is the access point for information about the various NetSupport Manager objects An object may be an individual Client a group or even a collection of Help Requests generated by Clients Each set of objects is stored in its own folder as displayed in the tree view in the Control window The individual objects in a folder are displayed in the adjacent List view For example selecting the Active folder will result in the List view changing to display all currently connected Clients Shows all connected computers n All Computers 22 Gents SF Alavaiiabie computers By Development 7 Clients By Marketing 3 Gients By Sales 4 Clients BD Support 7 Clients E Auto Group 22 Clients DIES Gens grouped by predefined c teia Browse
65. each fix NetSupport Manager returns one of three indicators wf Verifies that the fix is present on the target PC and is current An expected file may not be present or is not the correct version It would be advisable to install the fix again 173 NetSupport Manager v12 00 amp NetSupport Manager was unable to gather the required information for it to be able to verify the status Applications Tab The detection process uses NetSupport Manager s new intelliscan technology to locate currently running applications on the target system rather than relying on the OS Add Remove Records option You need to be connected to the target PC in order to retrieve the information The Control can choose to close a selected application from the list if required as ar 7 Name State fa Administrator C Windows syste Running T Adobe Reader Running Calculator Running Computer Running MSN UK Hotmail co uk sign in Running Processes Tab Provides a list of processes currently running on the target PC You need to be connected to the target PC in order to retrieve the information The Control can choose to close a selected process from the list if required Ee Processes Name Memory Us AcroRd32 exe 12 948K AcroRd32 exe 20 932 K AdobeARM exe 10 280 K armsvc exe 2 512 K calc exe 9 888 K client32 exe 8 788 K client32 exe 13 744 K cmd exe 2 168 K conhost exe 4 216 K csrss exe 2 988 K csrss
66. ecific Destination folder on the Client workstation right click on the Client icon in the remote pane and choose Set Destination Specify a destination click OK Click Copy 91 NetSupport Manager v12 00 To Distribute Files to a selected number of Clients 1 2 92 Open the All Computers Browse or Active folder in the tree view Choose Tools File Distribution from the Control window drop down menu Or Click the File icon on the Control toolbar and choose File Distribution The File Distribution window will appear In the remote pane indicate which Clients you wish to copy files to by checking the tick box beside the Client name From the local pane tree view select the item s to be copied to the Clients The location on the Client workstations where the files folders are copied to is called the Destination folder Unless otherwise specified the Client Destination folder will be the same as the item s location on the Control workstation If the Client does not have the same folder available the item s will be copied to the C Drive by default and the folders automatically created Or To set a specific Destination folder on the Client workstation right click on the Client icon in the remote pane and choose Set Destination Specify a destination click OK Click Copy NetSupport Manager v12 00 File Manager The File Manager Window The File Manager serves the same purpose as Finder rather than exi
67. ect from the Control window drop down menu 2 Enter either the hostname or IP address of the Client you wish to connect to 3 Click OK Note NetSupport Manager will not communicate directly with a Proxy Server via SOCKS and will only work if a TCP IP direct connection is available 53 NetSupport Manager v12 00 Disconnecting a Client When you have finished remote controlling connected Clients you must disconnect from them before closing your NetSupport Manager session To disconnect a Client 1 Choose the Active folder from the Control window 2 Select the Client you want to disconnect in the List view 3 Choose Client Disconnect from the Control window drop down menu Or Right click on the Client icon and choose Disconnect Disconnecting all Clients Rather than disconnecting Clients individually you can disconnect all connected Clients in a single action To disconnect all Clients 1 Choose Client Disconnect All from the Control window drop down menu 54 NetSupport Manager v12 00 Client Automatic Login If a generic naming convention is used for your PCs you can automatically log the Clients in to save time Note This feature only works with Windows Clients To automatically login Client machines 1 Select the Client machine s you wish to login 2 Choose Client Login from the Control window drop down menu Or Click the Login icon on the Control toolbar Or R
68. ed when you start a View session Refer to the Control Configuration Remote Control Settings section of this manual for detailed information about the available options Note If you edit the Client Settings the changes you make only apply to that Client during the current Control session If you want to change the settings permanently check the Update Configuration box eoo Settings for Client XP SP3 gf Remote Control Miei Options Replay Files M Scale to Fit M scrollbars Disconnect when Closed V Use Compression Disable Num lock synchronisation Default Mode Share Autoscroll speed Scroll Delay Mouse Delay Off Fastest Min Max Min Infinite _ Update Configuration Standard E 9k Cancel Apply Help 66 NetSupport Manager v12 00 Thumbnail View Monitor Mode Thumbnail view or Monitor Mode enables the Control to view multiple Client screens simultaneously eoo n NetSupport tim macbook Network Client Group View Tools Window Help r p h E l f ca 5 p New ect Disconnect Browse Adions Desktop Manage Fie Registry ew Client Inventory Show Properties Settings Logout File Distribution Shows all connected computers m s Es Ep a Ff Al Computers 22 Gients SS Al avalabie computers By Development 7 Clients ES Marketing 3 Clients Sales 4 Clients Ej Support 7 Clients fig Ato Group 22 Gents FID Gens grouped by predefined
69. ed within double quotes e g Applications QuickTime Player Users username Documents video mov Notes e If documents are given execute file permissions you will not be able to open them with the Execute at Client feature e When executing applications it is important to enter the name of the application This may be different to the display name To Execute an application on a group of Clients 1 Open the All Computers folder in the tree view Right click on the required group and choose Execute at Client Or Choose Group Execute at Client from the Control window drop down menu Or Click the Actions icon on the Control toolbar and choose Execute 3 The Execute Application dialog will appear 4 Enter the full path of the application you want to run Or Click Local Browse and select an executable application on the Control workstation Note Check that Client applications are stored in the same location as the Control to ensure successful execution 5 Check the box Add to List to save it for future use in the Saved List tab 6 Confirm the description and path 71 NetSupport Manager v12 00 7 Click Execute The application will now be launched at all selected Clients in the group and the result of the operation displayed in the Results box To Save the details of your executed application for future use 1 Open the Execute dialog box Select the Execute tab Enter the name a
70. ee Deleting Files and Folders You can delete files and folders from either a Control or Client machine using the File Transfer window To delete a file 1 Select the file you wish to delete 2 Click on the toolbar Delete button 3 A confirmation dialog will be displayed click Yes To delete a folder 1 Select the folder you wish to delete 2 Click on the toolbar Delete button 3 The Remove Folder dialog will be displayed 4 Select the Include Contents check box 5 Click Yes Notes e You cannot remove more than one folder at a time If you have several folders selected in the List view when performing the Delete operation only the last selected folder will be removed By default all files deleted from the local pane will be sent to the Recycle bin this can be changed in the File Transfer settings Creating Folders 1 Select the Client or Control tree view 2 Select the drive or folder in which the folder you want to create will appear 3 Click on the toolbar Create button 85 NetSupport Manager v12 00 4 The Create Folder dialog will be displayed 5 Enter a name for the folder click OK Renaming Files Select either the Control or Client pane List view Select the file to be renamed Click Rename Enter the new name for the file Click OK Uo rie Changing File Attributes There may be times when you want to change the attributes of a file for example to read only To cha
71. ee Members Cancel Name v Description Help gt 93 xp sp3 Options _ Members can decline to join Members cant leave the chat _ Chat Window is always visible 6e The dialog has the following options Topic If required enter a title or description for the subject to be discussed in the Chat session This will appear in the Title bar of the Chat window that is displayed at the Client machines If left blank the Control name will appear NetSupport Manager v12 00 Members To exclude Clients from the Chat session remove the check mark next to the Client name Options Members can decline to join If checked a message will appear at the Clients machine inviting them to join the Chat session They can choose to Join or Decline Members can t leave the chat If checked the option for Clients to Leave the Chat session will be removed Chat Window is always visible If checked the Chat window remains on the Clients desktop for the duration of the Chat session Members cannot minimise the window Confirm which Clients to include in the Chat session and select any additional properties that should apply Click OK to start the Chat session The Chat Window will appear on the Control and Client workstations eoo Chat Chat Window Close XP SP3 has joined Help tjm macbook XP SP3 Invite Send Message 97 NetSupport Manager v12 00 The Chat Window This window is displayed at each participa
72. en the limit is reached Close Ends the Chat session 98 NetSupport Manager v12 00 Members Members currently included in the Chat session are listed here The Control can add or remove Clients from the Chat session as required Unless disabled Clients have the option to Leave the session of their own accord I nvite The Chat Properties dialog is initially used to select the Clients to include exclude from the Chat session To add Clients when the Chat session is in progress click Invite The Add Members dialog will appear select the required Clients and click Add You can send a copy of the Chat progress to new members by checking the Send discussion history box Note Clients that have been removed or have decided to leave the Chat session can be invited back Eject To remove Clients from the Chat session select the Client in the Members list and click Eject Ejected Clients can be invited back into the session if required Note Clients can initiate Chat sessions with the Control by opening the Client main window and choosing Commands Chat 99 NetSupport Manager v12 00 Disable Chat Sessions The Chat feature can be disabled in a Client s Configuration preventing either the Client or Control from initiating a Chat session To Prevent the Control from Initiating a Chat Session 1 2 3 4 At the required Client workstation s choose NetSupport Manager Configurator from the NetSupport
73. er Select Copy and the Gateway address and port will be used 118 NetSupport Manager v12 00 Security Options These property sheets are used to set security at the Client User Validation eoe Applications NetSupport NetSupportManager client32 ini Master Profile gP Connectivity o oP Security eae i User Validation Usernames wildcard Access Privileges User Acknowledgement Connect Protect Configuration i File Transfer Replay Files aP Remote Control gf Client Interface PCIJLE 3618939769 Change Always Prompt for Username and Password Cancel Help Usernames Usernames are used for setting the valid USERID and Password for Control Users when they connect to the Client You can enter multiple Usernames each with its own password You do this by clicking Change and adding the individual Usernames and passwords By entering specific Usernames and Passwords the Client will restrict access to Controls entering a matching Username and Password when connecting Always Prompt for Username and Password If selected the Control will be prompted for a username and password each time it attempts to connect to the Client 119 NetSupport Manager v12 00 Access Privileges This property sheet can be used to limit the range of Remote Control options that are available to the Control User e o Applications NetSupport NetSupportManager client32 ini Master Prof
74. er on a local LAN if either the Control and or Client are low specification workstations the time taken to compress transfer the data and then decompress can be greater than just sending the information directly In this case it is probably better to turn compression off You can use the Compression tab in the About box to determine if file and screen information is being compressed efficiently Time copying files of known sizes to determine if compression is speeding up your connection to the Client 169 NetSupport Manager v12 00 Remote Client Hardware and Software I nventories For many support teams an important part of the problem resolution process is knowing not only what platform the workstation is running but its hardware specifications and the applications installed on the workstation For this reason NetSupport Manager provides the tools to supply a full inventory of the remote workstation In addition to its sophisticated hardware software reporting where over 50 items of information are collected specifically about the hardware or environment of the client PC you can obtain details of applications in memory installed hot fixes processes running and installed services As well as the real time reporting NetSupport Manager also provides the tools security permitting to allow you to remotely stop and start services end applications and more To Retrieve A Client I nventory 1 Select the required Client icon in t
75. es you to configure the different components available in the configuration eoo Settings for Configuration Standard General amp Security Settings amp aP Remote Control Hide Client List Client List Read only e P Control Interface _ Hide Group List Group List Read only i Settings omi Hide Gateway Gateway Read only File Locations Disable Browse Message on Disconnect V Use internal speaker for Beep Silent Disconnect Hide Auto Group List Hide empty auto groups x Cancel Help Settings Hide Client List Check this option to disable the display of known Clients for security reasons The Clients branch is removed from the tree view and all of the menu and toolbar items that allow you to manipulate Client records are removed Hide Group List Check this box to disable all the display of groups for security reasons The Groups branch is removed from the tree view and all related menu items and toolbar buttons are removed 151 NetSupport Manager v12 00 Hide Gateway Check this box to disable the Gateway function The Gateway branch is removed from the tree view Disable browse Check this box to disable the browse function The Browse branch is removed from the tree view the toolbar button is removed and the related menu item is removed Use internal speaker for Beep By default the audible warning beep which can be sent between machines in functions such as Chat and View comes from
76. etSupport managed environment the NetSupport Manager for Chrome Client extension can be installed on each Chrome OS device From the Control you can then connect to each system enabling you to monitor the screens and interact with each Chrome OS device quickly and efficiently Legacy platform support Legacy support is provided for the following platforms Windows NT4 Windows 2000 Windows XP pre Service Pack 2 and Windows 2003 pre Service Pack 1 Solaris The Solaris OS release is available for SUN SPARC systems Pocket PC Operating system Pocket PC 2003 or Windows Mobile 2003 and above Processor Strong ARM processors ActiveSync WiFi wireless LAN capabilities Device RAM 32Mb 64Mb recommended Storage Minimum 2Mb full installation 10Mb required Windows CE Operating System Windows CE 4 2 or above Processor Strong ARM processors X86 Compatible ActiveSync capabilities Device RAM 32Mb 64Mb recommended Storage 5Mb free space required 19 NetSupport Manager v12 00 Starting the I nstallation Mac NetSupport Manager is provided in a standard Mac DMG Disk Image If not already mounted double click the disk image to mount it on the machine Within this image is the NetSupport Manager installer double click this file to begin the installation Choose the appropriate language from the drop down menu and select OK to install NetSupport Manager NetSupport Manager Setup Program The Installer Welcome
77. exe 7 192 K dwm exe 3 428 K explorer exe 49 072 K 174 NetSupport Manager v12 00 Services Tab Windows only Provides a list of services currently running on the target PC If you are not connected to the Client this tab will not be displayed The Control can stop and start services as required Name Description Status ActiveX Installer AxInstSV Provides User Account Control validation for Stopped Adaptive Brightness Monitors ambient light sensors to detect cha Stopped Adobe Acrobat Update Se Adobe Acrobat Updater keeps your Adobe so Running Adobe Flash Player Updat This service keeps your Adobe Flash Player in Stopped Application Experience Processes application compatibility cache req Stopped Application Identity Determines and verifies the identity of an ap Stopped Application Information Facilitates the running of interactive applicati Stopped Application Layer Gateway Provides support for 3rd party protocol plug Stopped Application Management Processes installation removal and enumera Stopped ASP NET State Service Provides support for out of process session Stopped Background Intelligent Tr Transfers files in the background using idle n Running Base Filtering Engine The Base Filtering Engine BFE is a service th Running BDESVC BitLocker Drive Encryption Service Stopped Block Level Backup Engine The WBENGINE service is used by Windows Ba Stopped Bluetooth Support
78. explorer like structure for creating displaying and organising NetSupport Manager objects such as Clients and groups The List view The List view displays the contents of the currently selected folder in the tree view You can switch the display mode between large and small icons detailed view or thumbnail view The information within the List view can be customised to show specific information relevant to you All available computers m 2 63 4 Al Computers 21 Cents Name User Name Status Descripti Tra Address Client Platform N i Pre ESruwuxsroueNrI torar TCFTIF gt 10 U 0 85 3505 UI gg UDUTItU E Ej Support 7 Gents E wkroo1 Local TCP IP gt 10 20 0 97 5405 Windows XP Ej Marketing 3 Gients Fl wkrooo2 Local TCP IP MKTO002 BY Development 7 Clients m PCS765 Local TCP IP PCS765 By Sales 4 Clients E sci Local TCP IP gt 10 20 0 94 5405 Ubuntu gif AU Group 21 Clients BS rECMACO2 Local TCP IP TECMACO2 DE cients grouped by precefrnes criteria m TECMACO4 Local TCP IP TECMACO4 Browse m TECSEW7 Local TCP IP TECSEW7 Sones enon campum E tecws01 Local TCP IP TECW801 Big ie Fi l a l M IMAC Local TCP IP gt 10 20 0 234 5405 jaf Mac OS X e Help Requests mi TJM MACMINI Local TCP IP gt 10 20 0 227 5405 ud Mac OS X ML ces manta re FS Tym vm7 Local TCP IP gt 10 20 0 120 5405 f Windows 7 x64 Rs Intermet Gateweys TMBHP6000PRO Local TCP IP gt 10 20 0 156 5405
79. fonts will be available but if there are instances where this isn t the case you can send the full information Check this box to enable 77 6 7 NetSupport Manager v12 00 I n Folder Specify where you want the Replay Files stored In order to identify each file filenames will be prefixed with Local and the date and time of the recording Click OK to start recording The Recording icon will appear in the task bar To stop recording double click the Recording icon Recording Replay Files At Client PCs Activity at remote PCs is recorded when a Control Views a Client that is configured to Record Replay Files The option can be enabled at individual Client level or set globally Record Replay Files for all viewed Clients This procedure enables the Control to create a Replay File each time it views a Client PC 1 To amend the current configuration choose View Settings for current configuration from the Control window drop down menu Or Click Settings on the toolbar The Settings for Configuration dialog will appear Choose Security Replay Files and enable the appropriate options See Configuring The Control Security Options Replay Files for more information Record Replay Files for I ndividual Clients This procedure enables Replay Files to be created at machines where the Client Configuration has the Record Replay Files option enabled 1 78 Run the Client Configurator at the require
80. formation being sent to all machines simultaneously In some network environments where there is limited network bandwidth available or when showing to larger numbers of machines this will provide significant performance benefits Whilst reducing overall network traffic generated by NetSupport Manager using this feature will generate additional broadcast packets on your network It is recommended that you consult your network administrator before using this feature Note If you encounter problems broadcasting to Clients you may need to upgrade the version of the NetSupport Manager Client that is installed on the target machines The broadcast show feature is only supported in version 7 10 or higher 140 NetSupport Manager v12 00 Settings If Broadcast Show and File Distribution is enabled select this option to set the broadcast address The Broadcast Settings dialog will appear Set HTTP Connection This property sheet enables you to configure the Control to communicate via HTTP For more information see Connecting Clients Controls via a NetSupport Gateway eoo Settings for Configuration Standard sf General m gf Connectivity n 4 TCP IP Use HTTP Port 1443 5 prie gf Security e Startup Test E 9ok Cancel Help Use HTTP Check this box to enable the Client to communicate over HTTP Port NetSupport Manager s default port for HTTP communications is 443 Note In version 9 10 Por
81. g the security of the network Likewise you are able to connect to Control and Client workstations running outside Firewalls Proxy Servers Note While this section provides general guidance NetSupport s Gateway feature is specifically designed to provide seamless Remote Control between PCs that may both be located behind different Firewalls The Gateway provides a stable and secure method for connecting Clients and Controls and delivers web based remote control without the need for modifications to existing Firewall configurations The HTTP protocol on port 443 is used for Gateway communications You will need to ensure that this port is open within your firewall configuration Connecting to Controls and Clients I NSI DE Firewalls For a Control on the external network of a Firewall to connect to Clients on the Firewalls internal network you must enable some form of address translation This process translates the address of a workstation on the internal network which would otherwise be invisible into an address that is accessible from the external network You should depending on the Firewall be able to specify which IP addresses can access the internal workstation and which port is open TCP IP Ports Used By NetSupport Manager Control to Client The NetSupport Manager Control uses TCP IP port 5405 to send IP requests to Clients and the NetSupport Manager Client listens on port 5405 for incoming requests from the Control Cl
82. gPage exe Math Input Panel Accessory Microsoft Corporation ink 6 1 7600 16385 mip exe Microsoft R Contacts Import Tool Microsoft Corporation Windows Mail 6 1 7600 16385 wabmig exe Mises Sanatty Client Usir Microsoft Corporation Microsoft Security Client 4 0 1526 0 msseces exe Microsoft Visual Studio 2010 Microsoft Corporation IDE 10 0 40219 1 devenv exe NetSupport Client Configurator NetSupport Ltd NetSupport Manager V11 30 pcicfgui exe Personalize Handwriting Recognition wicrosorr Corporation ink 6 1 7600 16385 ShapeCollector exe Wisdom soft ScreenHunter ScreenHunter 6 0 Free Wisdom Software Inc 6 0 Free 6 0 227 32 ScreenHunter exe SQL Server 2008 Integration Services Package Execution Utility SQL Server 2008 Reporting Services Configuration Manager Hot Fixes Tab NetSupport Manager scans for and checks the status of any hot fixes that have been installed on the selected Client workstation The hot fix ID is listed along with its status The hot fix ID links to the appropriate Microsoft support page where details of the fix can be found Microsoft Corporation ManagementStudio 11 0 2100 60 DTExecUl exe Microsoft Corporation Binn 11 0 2100 60 RSConfigTool exe Hot fixes for MARKETINGO1 Last Updated 12 February 2013 Hot Fixes Click for more information KB2281679 KB2284742 KB2296011 KB2305420 KB2345886 KB2347290 KB2378111 KB2387149 KB2387530 KB2393802 When verifying the status of
83. h a connection across a Firewall or Proxy Server Note To enable a Client to call a Control NetSupport Manager uses TCP IP port 5421 For the Client to connect through a Firewall you will need to configure the Firewall to use this port To connect to a Control Note The Control must be running for a Client to connect 1 Choose Commands Call Control from the Client main window drop down menus 2 The Call Control dialog appears 3 Enter the hostname or IP address of the Control you wish to connect to Or Select from a list of the 10 most recently connected Controls Note A maximum of 10 Controls can be stored after which the oldest is discarded The Control will receive a connecting message and either allow or disallow the connection If the connection is disallowed the Control and Client will be able to behave as normal eoo iif Call Control Please enter the hostname or IP address of the Control you want to connect to This only works for TCP IP connections and is intended to enable you to establish a connection across a firewall iJ L OK Cancel Help 108 NetSupport Manager v12 00 Connecting to a Control using PI N Connect NetSupport Manager provides a quick and easy way for Clients to connect to a Windows Control without the Control having to know the PC name or IP address A PIN server generates a unique PIN code this is then entered at both the Client and Control and t
84. he Control window List view 2 Choose Client 4Inventory from the Control window drop down menu Or Right click on the Client icon and choose I nventory Or Click the Actions icon on the Control toolbar and choose Inventory Or While Viewing the Client screen choose the I nventory icon from the View window toolbar 3 The Inventory Window for the selected Client will appear 170 NetSupport Manager v12 00 Notes When performing an inventory on a Mac Client only hardware and software reporting will be retrieved On a Linux Client only hardware reporting will be retrieved If a Client is not selected an inventory of the local machine will be retrieved Once collected the various Client inventories are stored locally in the NetSupport Manager program folder meaning that you do not need to be connected to the target PC to be able to view the information at a later date Simply select the required Client from the List view and choose the I nventory option However if you subsequently want to refresh the inventory you do need to connect to the target PC The I nventory Window The Inventory window is the primary interface for accessing the wealth of information that NetSupport Manager s inventory feature provides 809 Inventory MARKETINGO1 File View Window Help Hardware Inventory Summary MARKETINGO1 Last Updated 12 February 2013 14 20 46 System Overview Name MARKETINGO1 Manufacturer Dell Computer
85. he connection is created Note A PIN server must be installed and configured at both the Client and Windows Control to use this feature Client configuration 1 From the Client Configurator select Connectivity PIN Server 2 Enter the IP address and port default 443 for the PIN server machine 3 If you are using a proxy server to connect to the PIN server enter the server address and an appropriate port 4 You can use the same settings as a NetSupport Gateway Select the Gateway and click Copy 5 Click OK Generating a PI N from the Client 1 Click the NetSupport Manager Client icon in the menu bar and choose PIN Connect 2 The PIN Connect dialog will appear 3 Click Create PI N 4 The PIN Server will generate a unique code When advised the Control enters the PIN and a connection is established Entering a PIN at the Client 1 The Control advises the Client of the PIN code 2 Click the NetSupport Manager Client icon in the menu bar and choose PIN Connect 3 The PIN Connect dialog will appear 4 Enter the PIN code and click Connect 109 NetSupport Manager v12 00 Disconnecting from a Control To Disconnect from a Control 1 In the Client main window choose Commands Disconnectj Or Click the Client icon in the menu bar and choose Disconnect 2 A dialog box will appear listing the Controls to which you are currently connected Select the Control s from which you want to disconnect
86. hen connecting If this box is checked you will be required to supply a reason for connecting to a Client workstation This is sent to and displayed at the Client so that the user knows why you are connecting when the Client has User Acknowledgement enabled Try Last Username before displaying login Prompt Remembers the username and password attached to a named configuration and will attempt to login using this information Use Compression Check this box to enable the use of compression When you are communicating with a Client whether it is a File Transfer View or chat session the data being sent and reviewed will be compressed This also provides a means of security as the data will also be encrypted Use Encryption With encryption turned on all the information that is sent between the Control and Client is very difficult for others to read NetSupport Manager offers a range of encryption options ranging from 56 Bit DES to 256 Bit AES enabling you to find the necessary balance between security and performance The higher the level of encryption the higher the potential for decreased performance 143 NetSupport Manager v12 00 Event Logging This property sheet enables a NetSupport Manager Control to record in a text file the actions it has performed while remote controlling a Client This may be useful for maintaining a history of how often a particular Client was connected to and for what purpose eoo Settings f
87. her than the standard 16 colour palette Note The colour depth set here will be overridden by the settings in the Clients Configuration preventing you from setting the colour depth at a higher level To alter these settings at the Client load the Configurator and select Remote Control View and amend the Max Colour Depth to the required level AutoScroll Speed When you are viewing a Client s screen the Control can automatically scroll the contents when the mouse moves close to the edges of the window Adjusting the sliding control sets the speed at which the view scrolls from not at all to very fast Scroll Delay When Auto Scroll is enabled you can change the delay before the scroll is activated If you want the view to scroll as soon as the mouse is at an edge of the screen move the slider towards Min If you prefer a longer delay before the AutoScroll takes effect move the slider towards Max Mouse Delay Adjusting the mouse delay allows you to reduce the rate at which mouse updates are sent from the Control to the Client when controlling or sharing Move the slider control towards Infinite to reduce the rate and conserve bandwidth or towards Min for the best mouse response This is useful on dial up or very slow networks 150 NetSupport Manager v12 00 Control I nterface Settings These property sheets enable you to configure the different components available I nterface Settings This property sheet enabl
88. herefore when we send an IP packet to 10 10 2 21 we are actually sending a packet to device 21 on network 10 10 2 0 In the example above the network 10 10 2 0 can have 256 host addresses 0 to 255 However two of the host addresses the first and last on each IP network are reserved The reserved host address with all bits set to 0 is the network address and the one with bits set to 1 is the broadcast address In our example network of 10 10 2 0 176 NetSupport Manager v12 00 10 10 2 0 is the network address 10 10 2 255 is the broadcast address When an IP packet is sent to a networks broadcast address each device on the IP network will receive this packet It is this IP network broadcast address which is used when configuring NetSupport Manager Control to browse on an IP subnet other than its own 177 NetSupport Manager v12 00 Using Command Line I nstructions The NetSupport Manager Control program PCICTLUI EXE can be called from the command line A range of parameters are available enabling you to create shortcuts to many commonly used tasks Using these parameters you can for example set up a connection to specific Clients and then create a desktop icon to automatically execute the commands when required NetSupport Manager Command Line Options At the command line run PCICTLUI exe from the NetSupport Manager Program folder followed by the appropriate parameters C Connect to a specific Client by name
89. hich met a certain criteria will be displayed To do this use the Filter text boxes located above both panes List views Any filter settings applied to the Control Panel will not affect the display of the Client pane and vice versa Filter settings will remain applied to a Control or Client pane until you reset them or close the File Transfer window To apply a filter to files in the List view 1 Click in the Filter text box above the pane whose List view you wish to filter 2 Replace the default filter with your own for example if you wanted to view all file names beginning with the letter MKT then you would type MKT in the Filter text box 87 NetSupport Manager v12 00 3 Press the enter key to apply the filter To reset the filter to files in the List view 1 Click in the Filter text box above the pane whose List view you wish to reset 2 Replace the contents of the Filter text box with this is the default filter and means no filter will be applied to the files in the current List view 3 Press the enter key to apply the filter Changing the view format in the File Transfer Window The contents of the List views of the Control pane and Client pane can be displayed in different formats You can also sort the contents of the List views in order to make them easier to navigate There are two types of view in which you can display the contents of the List view in a File Transfer window Icon view
90. hines this can affect performance In these circumstances NetSupport Manager s Broadcast Show facility can be enabled see Configuring the Control Connectivity This results in the screen information being sent to all machines simultaneously thus improving the speed of transfer Whilst reducing overall network traffic generated by NetSupport Manager using this feature will generate additional broadcast packets on your network It is recommended that you consult your network administrator before using this feature To Show a Control screen 1 Select the connected Client you wish to Show to 2 Choose Tools Show Show Screen from the Control window drop down menu Or Click the Desktop icon on the Control toolbar and choose Show 3 The Show Configuration dialog will appear 73 NetSupport Manager v12 00 eoo NetSupport Show Ready to start showing to Show Client XP SP3 2 Clien Cancel These Clients Name Description Help gf MS xp sp3 Removing the check mark next to a Client excludes it from the Show Create Replay file at Client __ Set Show Mode at Client Full Scree Whole Desktop In this dialog you must select the Client or Clients that you will Show your screen or replay file to If you are connected to only one Client or have selected a specific Client before choosing Show they will appear as an individual option If you only want to Show to this Client click Show otherwise make
91. ient is Logged on The application will now be launched at all selected Clients and the result of the operation displayed in the Results box Executable Files The application or file entered in the Control Execute dialog is run on the remote Client machine s For ease of use the Execute at Client feature can run applications and files using both full path locations and locations specified within the user s environment settings To run gedit at the remote Mac system you can perform the following e TextEdit app e Applications TextEdit app Files Associations When opening a file using Execute at Client it will automatically use the associated application to display the file contents e g file doc would be opened in iWork or Word if installed To open a file with a non associated application you can manually specify an application to open the file with e g TextEdit app to open file txt 70 NetSupport Manager v12 00 Additional I nformation The default location applications and files are run from using Execute at client is HOME e g Users username This means that any files created using relative paths with scripts will be created in this location It is also possible to run scripts and open files from the HOME location without typing the full path e Jscript sh e file doc In situations where the application or file name contains a space please ensure that the Execute at Client command is contain
92. ient to Control With the introduction of the Client Connect feature in NetSupport Manager 5 00 it was necessary for an additional port to be created to ensure that the two methods of connection Control calling Client Client calling Control could run alongside each other without conflict Port 5421 is registered for this purpose 52 NetSupport Manager v12 00 Connecting to Controls and Clients I NSI DE Proxy Servers This will not be possible with proxy servers as they will not provide a means of address translation A proxy server by design will not allow connections into a protected network Connecting from within a Firewall or Proxy Server to a Client on the outside requires the following Port 5405 enabled for outgoing connections on your Firewall or proxy server A Client on the other side listening on the same port number and visible to the Control on the inside of the Firewall Proxy Server Client calling a Control 1 Enable port 5421 for outgoing connections on your Firewall or proxy server 2 Choose Call Control from the NetSupport Manager Client main window drop down menu 3 Enter either the hostname or IP address of the Control you wish to connect to 4 The Control will then receive a message stating that a Client is attempting to make a connection They can choose to accept or disconnect the attempt Note Port 5421 is not configurable Control calling a Client 1 Choose Client Quick Conn
93. ight click and choose Login 3 The Auto Login dialog will appear eoo Login Login Details Username Logi Password Domain r3 Status Name User Name m XP SP3 A testing Close Help 4 Enter the user name password and domain and click Login The Username will appear once the login has been successful 5 When you have finished click Close to exit 55 NetSupport Manager v12 00 Power Management Power on Power off Power consumption equates largely with heat generation and increased energy consumption With millions of workstations in use and sometimes hundreds located within the same company the desire to conserve energy has grown from a minor issue to a major issue over the last ten years Power Management is a technique that enables hardware and software to reduce system power consumption It works by shutting down portions of the hardware during periods of downtime meaning that the workstation is ready to work when you are and conserve energy when you are not Client Power On To Power on a NetSupport Manager Client the workstation must have a Wake on LAN network adapter and a BIOS that will support it consult your network adapter documentation for more information the Client must also be Known to the Control The Control sends a Wake on LAN packet to the Client network adapter which instructs the workstation to Power On To Power On a NetSupport Manager Client 1 Select the icon s of the Clients
94. igured by choosing View Settings for current configuration File Transfer from the Control window drop down menu While viewing a Client you can drag and drop files from the Control Windows Explorer directly to the Client s desktop To copy files and folders from a Control to a Client 1 A Dov UH Select the required Client in the List view Choose Client File Transfer from the Control drop down menu Or Click the File icon on the Control toolbar and choose File Transfer Or Right click on the Client icon in the list view and choose File Transfer Or If you are viewing the Client choose File Transfer from the View window toolbar The File Transfer window to that Client will open From the Client tree view select the destination drive or folder into which the items will be copied From the Control List select the item s to be copied to the Client Click on the toolbar Copy File button A confirmation dialog will be displayed click Yes The Copy Progress dialog will appear showing the progress From here you can choose to ignore any error messages and overwrite prompts until completion these will then be displayed in a summary window at the end of the operation 83 NetSupport Manager v12 00 Note The selected item s can also be dragged from the Control List and dropped into the destination drive or folder in the Client View To copy files and folders from a Client to a Control 1
95. ile Connectivity Security Access privileges User Validation Disable Watch iz Access Privileges Disable Share User Acknowledgement Disable Logoff Connect Disable File Transfer e Protect Configuration Disable Execute nore Memes eed Disable Reboot Ignore Broadcast Messa Replay Files dg ges amp Remote Control amp gf Client Interface Disable Chat Disable File Transfer when no User is Logged On e Cancel Help Disable Watch Prevents a Control from viewing the Client at all File transfer and other functions are still available Disable Share Allows a Control to view a Client in Watch only mode Disable File Transfer Disables File transfer to and From the Client in all circumstances Disable Execute This prevents a Control user from remotely executing applications at the Client from within the Control program They can still start applications using the standard Remote Control functions Disable Reboot Disables the ability of the Control User to Re Boot the Client workstation via the menu option in the Control Interface You can still Reboot while remote controlling 120 NetSupport Manager v12 00 Disable Chat Prevents the Control from initiating a Chat session with the Client However Clients can still open a Chat session with the Control via the Client Menu Disable File Transfer when no User is Logged on Disables File Transfer when no user is logged on This
96. ill be able to enter keystrokes and mouse movements The user at the Client will be locked out 63 NetSupport Manager v12 00 Note Control mode is only available on Windows Clients To change the View mode 1 Select the Share Watch or Control from the View mode icon in the View toolbar Or Select Client Watch Share or Control from the View window drop down menu Viewing multiple Client screens simultaneously NetSupport Manager enables you to view multiple Clients screens simultaneously each in its own window You can even scale their individual View Windows to fit on the Control s screen To View multiple Client screens 1 View each Client you want to include 2 From the Control window drop down menu or any Client View drop down menu choose Window Tile and then select which NetSupport Manager Windows you want to display Your chosen Windows will be tiled on the Control s screen If you want to see the entire Client s screen then choose the Scale to Fit option in the toolbar of each Client s View window Note Scale to Fit is set by default To view the screen in normal resolution turn off Scale to Fit Blanking the Clients screen while Viewing For security reasons you may require the Client screen to be blank while you are remotely controlling it 1 Choose Client Blank screen from the View window drop down menu 2 TheClients screen will be blanked 3 To restore the screen choose
97. imary Gateway is unavailable Click Next If this Gateway is to communicate through a Proxy Server enter the IP address and Port to use Click Next Enter the Gateway Key This must match the Key set at the Gateway and Client end To restrict the use of browsing and controlling remote Clients enter a username and password Click Finish The new Gateway will be added to the list view 49 NetSupport Manager v12 00 9 Repeat the above process for any other Gateways that the Control needs to use Control Gateway Client Communications Now that all the elements are in place you are ready to attempt connections through the Gateway The Gateway serves 3 basic purposes To receive and store Client registrations For a Client to be available to a Control it must connect and stay connected to the Gateway The Client indicates its readiness by periodically polling the Gateway that it has been configured to use The Gateway stores the Client details in an internal table Respond to browse commands from the Control Once the Control has added the required Gateways it can browse them for Clients The Gateway responds by scanning through its list of available Clients and returning those that match the browse criteria Note Unlike a standard network browse where Known Client details are stored for future use Gateway Client details are lost when the Control closes This is because the details are maintained at the Gateway end Although th
98. ist view will contain the details of the currently connected Clients Similarly if you perform a browse action the results of that browse will be displayed By choosing View from the Control window drop down menu or right clicking in the List view you can change the appearance of the displayed items The available options are Large icons Small icons List Details and Thumbnail With Details selected you can tailor the information that is displayed about each Client To customise the List view 1 Select View Columns from the Control window drop down menu 2 The Columns dialog will appear eoo Client List Columns Add or remove columns for Client lists Brow Acti Group Memb Help Reque Internet Gatew All Computers All available computers Available Columns Current Columns Rane EN Name ee pes Phone Number serName Client Name Status Client Version Description Requested By Add Transport Help Message Address Location lt lt Remove Client Platform v Wireless Details Battery Details E COE onte gt Reset Right most Help xj Cancel The tabs shown at the top of the List view relate to each of the Client List windows that are available for the Control Select the desired tab the left hand window highlights columns that are available for inclusion the right hand window shows those already included Simply select the column name you require and then Add or Remove
99. lay Clients details View Details and customised to display help messages the Clients help request message will be immediately displayed in the List view When Browsing for Clients Controls have the option to browse only for Clients who have requested help To Clear a Help Request 1 Select the Help Request folder in the tree view 2 Select the help request that you want to clear 3 Right click and select Clear Help 102 NetSupport Manager v12 00 Remote Clipboard During a view session you can copy the content of the clipboard between Control and Client PCs The Clipboard icon available on the View window toolbar provides the following options Send Clipboard Used when copying from the Control to a Client and using the edit cut copy menu option Retrieve Clipboard Used when copying from the Client to the Control and using the edit 4 cut copy menu option Auto When enabled provides the quickest method for copying data Use the short cut keys Cmd C amp Cmd V to automatically copy to and from the clipboard at both the Control and Client machines Sending the content of the clipboard from a Control to a Client workstation 1 View the required Client 2 Open appropriate applications on the Client and Control workstations 3 Select and copy the required data from the application at the Control If Auto is enabled using Cmd C copies the data directly to the clipboard Or If you have used E
100. lications please ensure these are available before installing NetSupport Manager PC requirements Windows 8 1 32bit and 64bit Windows 7 32bit and 64bit 208 32bit 64bit and R2 Vista 32but and 64bit 2003 Service Pack 1 and XP Service Pack 2 TCP IP HTTP or legacy IPX and NetBIOS Linux requirements At the time of release the NetSupport Manager Linux Client supports Red Hat Enterprise Linux 6 Linux Mint 9 and later Fedora 12 and later OpenSUSE 11 2 and later SUSE Enterprise Desktop 11 SUSE Enterprise Server 11 Ubuntu Edubuntu 9 04 or later Mint 9 and later and Debian 5 and 6 Desktop Manager Gnome KDE Unity 2D Ubuntu Classic No Effects Only MATE or Cinnamon Mac requirements NetSupport Manager Client compatible with Mac OS X and carries Mac Universal certification The NetSupport Manager Mac Control and Client supports Mac OS X Leopard 10 5 8 and Mac OS X Snow Leopard 10 6 Lion 10 7 and Mountain Lion 10 8 Mobile Control The NetSupport Manager Mobile Control for iOS and Android provides mobile remote control for existing NetSupport Manager remote control users from any iPad iPhone iPod Android Tablet and smartphone or Kindle Fire The NetSupport Manager Mobile Control is available for free download from appropriate App Stores Visit www netsupportmanager com mobile asp for more information 18 NetSupport Manager v12 00 Chrome OS Client For use in an existing or new N
101. lient Syntax PCI CTLUI EXE CNN NN NN NN A Retrieves a Hardware Software Inventory from the selected Client machine Syntax PCI CTLUI EXE CNN NN NN NN 1 179 NetSupport Manager v12 00 Contacting NetSupport If you have any comments regarding the design installation configuration or operation of this package please contact us UK amp International www netsupportsoftware com Technical Support support netsupportsoftware com Sales UK amp Eire salesggnetsupportsoftware co uk Sales International sales netsupportsoftware com North America www netsupport inc com Technical Support support netsupport inc com Sales sales netsupport inc com Germany Austria and Switzerland www pci software de Technical Support support pci software de Sales sales pci software de Japan www netsupportjapan com Technical Support support netsupportsoftware com Sales sales netsupportjapan com 180 NetSupport Manager v12 00 A access rights for file transfer 129 acknowledge connection by a Control 124 adding Clients 163 advanced Client browsing 42 applications running at Client See inventory auto group 34 beep while chatting 102 while viewing 134 blanking Clients screens 68 broadcast show 77 142 browsing 37 advanced 42 for Gateway Clients 37 Gateways 54 over a subnet 42 over an IP subnet 42 specify subnets 142 understanding IP addresses 179 buttons toolbar
102. lients In addition show a selected monitor or replay file to any number of connected computers in real time Chat Conduct a text chat session in real time between the Control and one or more users 13 NetSupport Manager v12 00 Message Send a message to one or more chosen Clients or even broadcast to all Clients on the network Support Tools Remote Client Hardware Software I nventory Powerful hardware software reporting combined with real time status information for applications in memory processes running and installed services provide all the key information needed to assist in speedy problem resolution Over 80 items of information are collected specifically about the hardware or environment of the Client PC Power Management If your workstation hardware and software supports Wake on LAN you can use NetSupport Manager to Power on off your workstations over the LAN Help Request Clients can raise requests for help The Control is instantly alerted to the Client s need for assistance Move I nformation File Transfer and Distribution Transfer files between workstations using advanced Drag and Drop technology Includes support for long file names remote file edit delta file transfer and more Copy from one workstation to many workstations distribute software or synchronise folders To ensure security while transferring files use encryption on all data being transferred Launch Applications NetSupport Manage
103. lients in your new group Note Clients specified in a sub group will also appear in the group above it 164 NetSupport Manager v12 00 Adding Removing Clients in a Group NetSupport Manager allows you to group Clients together to allow easier management For example you may have a number of workstations all associated with the Sales department By placing each of the individual Clients in a predefined group you can then perform operations in a single action to all members within that group To Add Clients to a Group 1 Select the Client in the List view 2 Choose Client 4Add to Group from the Control window drop down menu 3 Select the group you want to add the Client to click Add Or 1 Open the All Computers folder highlight the group you want to add the Client to and right click 2 Choose Properties Members Tab 3 Select which Client you wish to add to the group click Add Or 1 Select the Client in the List view 2 Right click and choose Add to Group 3 Select the group you want to add the Client to click Add Or 1 Select the Client in the List view 2 Left Click and drag amp drop the Client into the relevant group To Remove Clients from a Group 1 Open the All Computers folder highlight the group you want to remove Clients from and right click Or Choose Group Properties Members Tab from the Control window drop down menu 2 Select the Client s you wish to remo
104. n allocated by you such as Sales 2 This workstation may move to the Accounts department and as such you wish to rename it as Accounts 3 To Rename a Client 1 Open the All Computers folder in the tree view and select the required Client 2 Choose Client Properties Details from the Control window drop down menu bar Or Right click on the Client icon and choose 1 Properties Details Note This only changes the stored name on the Control It does not affect the physical name of the Client that will be displayed at another Control or if you do a browse The Details Tab Details about the person responsible for the Client workstation and descriptions are displayed here All of these fields are optional 161 NetSupport Manager v12 00 Display Name Use the display name to provide a friendlier name for the Client to be displayed at the Control By default the physical Client name is used Description Enter a description for the Client or some notes that may help in the future Contact This is the name of the person responsible for the maintenance of the Client workstation Phone Number This is the contact telephone number for the person responsible for the Client workstation as supplied above Mac Ethernet address Store the Mac Ethernet address of the Client workstation 162 NetSupport Manager v12 00 Setting Client Properties You can store additional information about a Client workstation and
105. n the Known Client list To find a Client on a network 1 Choose Network Browse from the Control window drop down menu Or Click on the Browse icon on the Control window toolbar Or Select the Browse folder in the Control tree view and click on the Look for Clients icon in the List view 2 The Browse dialog will appear 40 NetSupport Manager v12 00 eoo Browse Network Enter a partial Client name or blank for all Clients 2 Only Clients Requesting Help 9 Include Gateway Clients my Cancel __Help Enter a partial Client name or leave blank for all Clients Type in the first part of a Client name here to narrow the search If you have many Clients on your network you may only be interested in those that begin with a certain word or letter If you have Clients that begin with ADMIN typing this in would return Clients such as ADMIN1 ADMIN_OFFICE and ADMINISTRATOR To find all available Clients leave this field empty Only Clients Requesting Help Select this check box to browse only for Clients that have requested help Include Gateway Clients Check this box to include Gateway Clients when browsing Click OK to begin the browse An information box will advise you that the Control is browsing for Clients Press Cancel to abort your browse for Clients This will take a few seconds after which a list of Available Clients on the network meeting the criteria will be displayed in the Browse folder Y
106. nating the need to work through the drop down menus Positioning the cursor over an icon will display a brief description of its function 93 NetSupport Manager v12 00 The Local Pane The local pane displays a tree view of the folders of the Control on the left hand side and a List view of the contents of those folders on the left hand side Right click on any item in one of the columns in the list view and a range of context sensitive functions become available Managing Files on the Control workstation You can manage files on a Control workstation using the File Manager window This is similar to the File Transfer window but only displays the contents of the Control workstation To display the File Manager Window 1 Choose Tools File Manager from the Control window drop down menu or click the File icon on the Control toolbar and choose File Manager The Tree view To select a drive or folder in the tree view simply click on it the contents of the selected item will then be displayed in the List view on the right If the selected drive or folder contains subfolders that are not displayed then a cross symbol will be displayed to the left of the item To expand the contents of a drive or folder so that its subfolders are visible in the tree view either double click on the drive or on the folder or click on the cross symbol to the left of the drive or folder you wish to expand 94 NetSupport Manager v12 00
107. nd management For example you might group all the Clients in the Accounts department in to a single group called Accounts You can also create sub groups which are attached to a group this maybe useful if the Accounts department has different offices you can then have a sub group for the London Office and one for the Cambridge Office Note Clients are also grouped by pre defined criteria platform and Client version in the Auto Group folder in the Tree view These groups are fixed and are unable to be changed To Create a Group 1 Make sure that the required Clients have previously been connected as this will store them in the All Computers folder and make them available for grouping 2 From the Control window drop down menu choose Group New Or Click the New icon on the Control toolbar and choose Group 3 This will display the Create New Group wizard that will guide you through the process of adding or removing Clients in your new group To Create a Sub Group 1 Make sure that the required Clients have previously been connected as this will store them in the All Computers folder and make them available for grouping 2 Select the group that you wish to attach the sub group to 3 From the Control window menu bar choose Group New Or Click the New icon on the Control toolbar and choose Group 4 This will display the Create New Group wizard This will guide you through the process of adding or removing C
108. nd path of the executable application Click Add to List The Add Edit Program details dialog will appear Confirm the description and path of the executable application Click OK Select the Saved List tab Check the Show Toolbar box to execute from the Control window toolbar 10 Click Close 10 00 ST OYE GRE OX ND A short cut button for easy launching of an application will appear on the Quick Execute toolbar To edit a saved Executable application 1 Open the Execute Application dialog Select the Saved List tab Select the Application to edit Click Edit The Add Edit Program details dialog will appear When finished click OK Qn d ox m o remove a saved Executable application Open the Execute Application dialog Select the Saved List tab Select the Application to remove Click Remove A confirmation dialog is displayed click Yes cRUONGOd 72 NetSupport Manager v12 00 Showing the Control screen to Clients As well as enabling you to remote control Clients NetSupport Manager allows you to show your screen to a selected individual Client a pre defined group of Clients an ad hoc selection of Clients replay files can also be shown to Clients Note When showing the Control screen to Clients the screen information is sent to each Client machine in turn In some network environments where there is limited network bandwidth available or when showing to larger numbers of mac
109. nfigurator and help files Click Next to continue 21 NetSupport Manager v12 00 Ready to Install To start the installation click Install To change any of the previous selections click Back To quit the installation click Cancel I nstallation Complete To complete the installation click Finish to exit the Setup program When the installation has finished you will be prompted to restart the machine You need to do this in order to complete the setup NetSupport Manager Mobile Control for iOS and Android The NetSupport Manager Mobile Control for iOS and Android provides mobile remote control for existing NetSupport Manager remote control users from any iPad Android Tablet or Kindle Fire The Mobile Control allows a user to quickly search and connect to local computers by either IP address or PC name or to browse connect and view remote computers using the free NetSupport Manager Internet Gateway component The NetSupport Manager Mobile Control provides full remote control of any remote PC running an existing NetSupport Manager Client version 11 04 or later as well as chat and message capabilities The NetSupport Manager Mobile App can be downloaded from Google Play the Apple iTunes store or the amazon appstore ESTE E NetSupport Manager Active ZN All Computers n Wb An available computers Recent 6 Recently connecte d computers Active Shows all con computers Gateways Computers availa
110. nfigured and tested within the Connectivity option Client Configurator When the Control performs a browse it looks over all configured transports Highlight the desired Client and select Connect from the Client menu Connected Clients on different transports happily coexist within the Control Operations such as File Distribution and Show work over different transports If you know that you only have Clients on one particular transport then the Control will initialise slightly quicker if you only configure it for this transport 44 NetSupport Manager v12 00 Configuring The NetSupport Manager Control For Subnet Browsing Most corporate networks are made up of a number of small networks that are connected together in order to provide end users with access to network resources NetSupport Manager incorporates features that allow a NetSupport Manager installation on one network to be used to remotely manage computers on another interconnected network Using NetSupport Manager in its default configuration will enable you to remotely manage computers on a remote LAN if connectivity to that remote LAN is provided by a WAN However there are some configuration changes that are required to allow a NetSupport Manager Control to browse for Clients on remote LAN s The configuration changes required are dependant on the network transport that you will be using with NetSupport Manager The most common transport used over WAN s is TCP IP C
111. nge a files attribute 1 Open a File Transfer session to the desired Client 2 Select the File whose attributes you want to view or change 3 Right click and choose Properties Or From the drop down menu bar choose File Properties 4 The File Properties dialog will appear 5 Check or uncheck the attributes you wish to set 86 NetSupport Manager v12 00 Synchronising Folders You can synchronise the contents of selected folders on the Control and Client When you synchronise two folders any new or updated files in either folder will be automatically copied to the other folder To synchronise folders 1 Select the Control Directory from the Control tree view to be synchronised with the Client Select the Client Directory from the Client tree view to be synchronised with the Control Click on the toolbar Synchronise button The Synchronise Folders dialog will be displayed Check the displayed paths of the two selected folders Choose to include the subfolders by selecting the I nclude Subfolders check box Choose OK 8 A confirmation dialog will be displayed click Yes 9 The Folder Synchronisation Progress dialog will be displayed 10 When completed the result will be displayed in the Folder Synchronisation Results dialog box 11 Read click OK N au kw N Applying a filter to files in List view You can specify a filter to the contents of a Control or Client s List view so that only file names w
112. nt button list to the defaults provided by the User Interface Press this button to move the selected toolbar button up one position in the Current button list Press this button to move the selected toolbar button down one position in the Current button list 32 NetSupport Manager v12 00 NetSupport Manager Control Toolbar Buttons The appearance of a blue arrow on some of the buttons indicates that a number of related tasks can be accessed via the icon The following buttons are set by default Button Name n i New e Connect L Disconnect e Browse m Actions r1 Desktop M Manage J File a Registry Function Create a new Client group remote network script object or Gateway Connect to the selected Client or group of Clients Disconnect from the selected Client or group of Clients Search the network for available Clients Perform a number of remote operations at the selected Clients Launch the Remote Command Prompt display a hardware software Inventory Chat with the Clients send a Message and Execute a program at the Clients Perform a variety of Remote Control tasks View Client screens Show the Control screen to Clients Playback or Record Replay Files Manage the selected Client PCs Reboot Logout Send Ctrl Alt Del Power On and Power Off the Client PCs Access the various File Folder Management options File Transfer Distribution and Manager Edit the Registry of a Client workstation
113. o complete a task or close down files 123 NetSupport Manager v12 00 Connect Options This property sheet is used to administer which Control Users or Control workstations can connect to this Client You can also set the level of encryption to be used eoo Applications NetSupport NetSupportManager client32 ini Master Profile aP Connectivity s Security SESE User Validation EEHG J gt NBCEIHP lt H A Set Access Privileges amp Allow Connections from these Control Machines any Protect Configuration File Transfer TCP IP Replay Files amp aP Remote Control amp qf Client Interface Use to delimit multiple addresses Encryption M Force Controls to use Encryption Set Minimum level of Encryption 56 bit DES Allow more than one Control to Connect at a time nnn Cancel Help Security Key Provides additional security that enables Control Users to connect only if the Control has the same security key as the Client Optionally this can be set as the serial number in your NetSupport Licence File You must set the Security key at both ends Allow Connections from these Control Machines This enables you to restrict access to Controls running on TCP IP networks This feature can also be used to limit access to Control workstations with specific addresses Wildcards can be used in the address field For example 194 182 all workstations on TCP IP subnet 194 182
114. o be sent to the Control for each screen update Restricting the Colour depth will improve performance on slower links Note The settings here will override the colour depth setting in the Control Configuration Inactivity Time Out When a Control connects to a Client it can prevent other Controls from connecting to that same Client unless the Allow Multiple Connections option has been set If the operator at the Control forgets to terminate the connection then a case might arise where other Control operators who need access are locked out 129 NetSupport Manager v12 00 Setting this option means that if a connected Control has not carried out any mouse keyboard or file transfer activity for the specified period the Client will assume that the connection is no longer required and disconnect automatically It will then be available to other Controls Show Settings eoo Applications NetSupport NetSupportManager client32 ini Master Profile gf Connectivity amp Security Receive Show Options gP Remote Control Disable Receive Show e View Show to a Window 3 M Scale to Fit amp gP Client Interface A Scrollbars Autoscroll speed Scroll Delay Off Fastest Min Max LE 9k 4 Cancel Help Receive Show Options Disable Receive Show Prevents the Control from being able to show to the Client Show to a Window Enables the Client to receive a Show in a window rather than in full screen mode S
115. oadcast show 77 configure options at Client 132 enable broadcast show 142 replay files 77 84 NetSupport Manager v12 00 the Control screen 77 silent mode 134 software inventory 173 SOS messages sending 114 starting NetSupport 24 configure startup settings 149 subnet configuring the control to browse 42 IP subnet browsing 42 understanding IP addresses 179 synchronising directories 91 T TCP IP set at Client 118 set at Control 142 thumbnail view 71 configure settings 154 timeout user acknowledgement 125 toolbar buttons 30 customise 28 use small icons 25 65 transport set HTTP 119 144 set TCP IP 118 142 tree view 33 U understanding IP addresses 179 user acknowledgement 124 V view modes 67 view settings 70 View Window 65 use small toolbar icons 65 viewing 67 blank Client screen 68 configure default mode 151 multiple screens 68 scale to fit 69 view modes 67 view settings 70 Ww Window chat 102 Client Main 111 Control Main 25 file distribution 94 file manager 97 file transfer 85 inventory 174 view 65 185
116. ogram will operate To access the Control Configurator 1 Choose Network Configure from the Control window drop down menu for basic options General Connectivity Security and Startup Or Click the Settings icon 2 The Setting Configurations dialog will appear The Control Configuration options are categorised as follows General This property sheet enables you to set the identification details for the Control Connectivity These property sheets enable you to specify which transport protocols the Control will operate over Security NetSupport Manager offers a wealth of security features that can be applied Startup This property sheet enables you to configure the options that affect NetSupport Manager at startup Remote Control These property sheets enable you to adjust the Remote Control features Control I nterface These property sheets enable you to configure the various components available to the Control from the Control window interface File Transfer These options configure the File Transfer Settings in NetSupport Manager They allow you to alter the way in which information is displayed and enables you to set safety features such as confirmation before performing a damaging operation 136 NetSupport Manager v12 00 File Locations This property sheet allows you to specify where to store the Client and group files Adjusting Client Settings for a Control session During any control
117. om the Control window drop down menu Or Right click on the group and choose Power Off Or Click the Manage icon on the Control toolbar and choose Power Off The Client workstations will now power off NetSupport Manager v12 00 Rebooting or Logging out Clients Enables a Control to remotely reboot or logoff Client workstations either individually or by selected group To reboot or logout a Client 1 2 Or 2 3 Select the Client in the Control window List view Choose Client Reboot or Logout from the Control window drop down menu Or Right click on the Client icon and select Reboot or Logout Or Click the Manage icon on the Control toolbar and choose Reboot or Logout Click Yes to confirm send reboot logout You will be immediately disconnected from the Client While viewing the Client choose Client Reboot or Logout from the View window drop down menu Or Select the Reboot or Logout icons from the View window toolbar Click Yes to confirm send reboot logout You will be immediately disconnected from the Client To reboot or logout a Group of Clients 1 2 Ww Select the members of the group in the Control window List view or the entire group in the Control window tree view Choose Group Reboot or Logout from the Control window drop down menu Or Right click on the group name in the Tree view and select Reboot or Logout Or Click the Manage icon on the Control tool
118. onfiguring the NetSupport Manager Control for I P Subnet Browsing Before configuring NetSupport Manager to browse on a remote IP subnet it is useful to understand how IP addresses are made up and in particular what an IP broadcast address is See Understanding I P Addresses in the Technical Reference section of this manual for more information To Configure the NetSupport Control to browse IP subnets 1 Select Network Configure from the Control window drop down menu 2 Select Connectivity TCP IP In the Browsing area click Settings The Configure TCP IP Client Browsing dialog will appear 4 Click Add and enter the broadcast address of the network you wish to browse if known w eoo Enter IP Browse Address es 0k j Cancet__ Advanced Or 45 NetSupport Manager v12 00 To enable NetSupport Manager to calculate the broadcast address click Advanced and enter a Target IP address followed by the Subnet mask or enter the required address range eoo Enter IP Browse Address Advanced Subnet Subnet mask _ Address Range From IP address To IP address _ Terminal Services IP address Port range to to J Cancel Help Advanced 5 Click OK Notes When adding the address of a remote subnet you must ensure that the broadcast address for the local subnet is also present If not the Control will not find any local clients when you perform a browse Some network
119. option to display multiple columns of information for each file in the list These show the file size modified date attributes and short filename You can toggle between this state and the filenames only state by using the list style buttons in the File Transfer User Interface 155 NetSupport Manager v12 00 Show file names only Select this option to only display filenames in the file lists This allows you to display more files at the same time than with file details You can toggle between this state and the Details State by using the list style buttons in the File Transfer User Interface Confirm When you perform potentially dangerous file operations such as deleting a folder or file you can make the Control display a Confirmation dialog box This helps prevent accidental loss of data If you are familiar with the User Interface you can turn these options off as required By default all the confirmation settings are turned on Directory copy Make the user confirm before copying a directory structure Directory delete Make the user confirm before deleting a directory structure File overwrite If checked displays a confirmation dialog before overwriting an existing file However if unchecked the confirmation message will still appear if system hidden files are about to be overwritten File delete Display a confirmation dialog before deleting one or more files Use Compression Check this box to enable the use of com
120. or Configuration Standard qf General Security Logging Settings Enable Logging e Ber Logging Log to File Replay Files amp aP Remote Control Pcictl log gf Control Interface af File Transfer File Locations B Caneel Help Enable Logging Check this box to enable the Log to File option Once enabled each time the Control subsequently connects to a Client s the activity for that session will be recorded Log to File Specify the path and file name for the Log File The NetSupport Manager default is PCICTL log This file can be stored on the local workstation or on a Server Multiple Controls can write to the same Log file Append to Logfile By checking this box NetSupport Manager will continually add to the existing entries in the log file If unchecked existing items get overwritten 144 NetSupport Manager v12 00 Replay Files The Replay Files feature enables the Control to record and playback the screen activity that takes place at a Client workstation while it is being remote controlled viewed eoo Settings for Configuration Standard _ P General Replay Files gf Security Settings M Record Replay Files amp Event Logging amp Nui i Files eu Remote Control M Prefix Files With Client Name gP Control Interface aP File Transfer In Directory of File Locations Browse Eee cra Helo Record Replay Files Check this option to enable the recording of Re
121. or address Syntax If connecting by IP address PCI CTLUI C NN NN NN NN where NN NN NN NN the IP address If connecting by name PCICTLUI CNNNNNN Where NNNNNN client name M Used in conjunction with C opens the View window in share mode of the connected Client Syntax PCI CTLUI EXE C 2 NN NN NN NN V VC Opens a View window to the connected Client in Control Mode Syntax PCI CTLUI EXE C 2 NN NN NN NN VC VW Opens a View window to the connected Client in Watch Mode Syntax PCI CTLUI EXE C 2 NN NN NN NN VW MS Opens a View window to the connected Client in Share Mode Syntax PCI CTLUI EXE C 2 NN NN NN NN VS E Used in conjunction with the V options opens the View window without loading the Control When the View window is closed the remote control session ends 178 G U R A LI NetSupport Manager v12 00 Syntax PCI CTLUI EXE C gt NN NN NN NN V E PCI CTLUI EXE C 2 NN NN NN NN VC E PCI CTLUI EXE C 2NN NN NN NN VW E PCI CTLUI EXE C 2 NN NN NN NN VS E Connect to a defined group of Clients on startup Syntax PCICTLUI EXE GNNNNN where NNNNN the group name Specify the protocol to use Use TC for TCP IP Syntax PCI CTLUI EXE Unb1 where nb1 netbios stack 1 Display a NetSupport Manager replay file Syntax PCICTLUI EXE RNNNNN rpf where NNNNN rpf the file name Open a Chat session with a selected C
122. ort Manager The latest evolution in Remote PC support and desktop management Networks continue to evolve growing in capability and complexity A diverse range of platforms protocols and physical assets provides PC Management and Remote Control Software solutions with the continuous challenge of being able to offer support to a variety of configurations and to ensure that critical IT infrastructure is available when needed most Historically remote control and PC management software focused on removing the need for support staff to physically visit a remote user s PC to resolve technical issues Consequently users receive a quicker response resulting in less down time of critical applications However organisations now require multi tasking solutions that offer effective economies of scale and that can perform a broad range of functions which traditionally would have required multiple applications Emphasis is now placed not just on providing more efficient technical support but also in simplifying management tasks and in offering secure remote and mobile working possibilities What is NetSupport Manager NetSupport Manager combines powerful PC remote control with advanced desktop management functionality leading to one of the fastest levels of ROI available on the market today specifically in improving user productivity customer satisfaction and organisational flexibility Monitor multiple systems in a single action deliver hands
123. ote You can also specify whether the contents are to be sorted in ascending or descending order To change the sort order 1 Select the appropriate pane Control or Client 2 Click the Sort Order button on the right hand side of the File Transfer window 3 A drop down menu will be displayed 4 Select a Sort Order command Notes When the List view is displayed in Details view you can click on the Column headings such as name and description to sort the order by an appropriate column heading Clicking on a column heading the second time will toggle the order direction The current order direction will be indicated by a small arrow on the right of the column heading by which the List view is sorted for example an arrow pointing up indicates the List is sorted in ascending order The order of the columns can be changed by dragging and dropping the column headers 89 NetSupport Manager v12 00 File Distribution The File Distribution Window The File Distribution window is used for distributing files to multiple Clients simultaneously eoo All Clients File Distribution File Client Directory View Window Help 4 I i my dx Destination lax py Fle Dee Rename E Gemte Remove previous Properties settings Local Computer Contents of w anm o Local Computer Name Type File Description Modified TSize Bi Desktop Previous Directory Documents CCC Archives File Folder 27 06 2012 15 eu
124. ou can then right click on individual Clients to connect to them display their properties or carry out tasks If the expected Clients are not found it may be because NetSupport Manager has not been configured to browse the required networks See Configuring The NetSupport Manager Control For Subnet Browsing for more information 41 NetSupport Manager v12 00 Connecting to Clients Before you can remote control a Client you must first connect to it To connect to Clients 1 42 Select the Client you want to connect to in the All Computers or Browse folders and choose Client Connect Or Right click on the Client icon and choose Connect Or Double click on the Client icon to connect and view it immediately If the Client has been configured with security passwords you will be prompted to enter your user ID and the correct password This must be equal to the user ID and password that has been set in the Clients profiles eoo Security Please login to XP SP3 Cancel _ User ID TJM MACBOOK M a _ Help Password M Try last username before displaying login prompt NetSupport Manager v12 00 Quick Connect Quick Connect allows you to directly connect to a Known Client by Client Name Logged In User Name or by Network Address saving you having to perform a network browse and then selecting the desired Client from the List view Clients configured for HTTP connections through a NetSupport
125. play Files A Replay File will be created each time the Control views a Client PC Prefix Files With Client Name In order to identify each Replay File filenames are prefixed with the Client name and the date time of the recording Alternatively by unchecking this box the files will be named sequentially in the format 00000001 rpf etc In Directory Specify where the Replay Files should be stored 145 NetSupport Manager v12 00 Startup Settings This section configures the options that affect NetSupport Manager at startup You can connect to a Client group or even perform a browse This enables you to perform a repetitive task that you would normally do every time you start the Control eoo Settings for Configuration Standard sf General 9 gP Connectivity At Startup TCP IP d HTTP x pon Connect to Client PCS765 lt TCP sp Startup Connect to Group nent Browse for Clients starting with Start Viewing Watch Disconnect Exit Program on Disconnect These options are only available on non Administrator Configurations Beo Cancel Help At Startup Connect to Client Check this box to connect to a Client when the Control starts All of the clients in your Known Clients List will be displayed here with the transport appended to the name For example TEST1 lt TCP gt Connect to group Check this box to connect to a group of Clients when the Control starts All of the groups created will be displaye
126. pression When you are communicating with a Client whether it is a File transfer View or Chat session the data being sent and received will be compressed This also provides a means of security as the data will also be encrypted Delta File Transfer Delta File Transfer improves performance by skipping the transfer of information that is unchanged If the file being transferred already exists in the destination directory only the changed parts of the file will be updated Delta File Transfer is enabled by default 156 NetSupport Manager v12 00 Automatically close progress when copy finished Closes the File transfer progress dialog automatically on completion Un tick this option if you want to see the File transfer results Update Configuration Standard Check this box to update the currently selected Configuration 157 NetSupport Manager v12 00 File Location Settings This property sheet provides configuration options for Client and group locations This facility allows a Control user to have unique Control files enabling a Control user to access their Control files from any Control workstation If you are editing the Client Settings all changes you make will only apply while you are connected to that Client eoo Settings for Configuration Standard oP General 9 Security Client File amp gf Remote Control client nsm Change amp gP Control Interface E Group File group nsm Change Use
127. r includes a Launch Application feature that allows you to remotely start applications on a remote machine start installer routines and much more Flexibility Connectivity e Dynamically find and list all Clients on the network Connect by Client name Connect by network address Connect via a database of known Clients Connect entire groups in one step Client Control connections via NetSupport s Internet Gateway providing seamless remote control between PCs that may both be located behind different firewalls 14 NetSupport Manager v12 00 Security NetSupport Manager provides an exceptional range of security options to meet all need including Full data encryption options from 56bit DES to 256bit AES encryption User acknowledgements and encrypted passwords Security keys to make your copy of NetSupport Manager unique and incompatible with other copies Integrate directly with NT administration and authenticate connections directly Active Directory Integration and AD templates provided for enterprise wide policy management Profiled functionality allowing different features to be disabled depending on which user is attempting to connect to a selected PC Full event and history logs including integration with OS event logs Key features when connecting to Apple Mac and Linux systems include Browse and discover systems across your network Full remote control of the system Two way chat between the Control and
128. reen and mouse icon will flicker notifying the Client that a connection has been made and their screen is being viewed Use internal speaker for Beep By default the audible warning beep which can be sent between machines in functions such as Chat and View comes from the PCs internal speaker There may be occasions when it is more appropriate to use the workstations sound card to generate the beep through speakers in which case un check this box Beep while being viewed every n seconds While a Control is viewing the Client an audible beep will be sounded 133 NetSupport Manager v12 00 Customisable Text This property sheet enables you to add customisable messages which are displayed at the Client machine eoo Applications NetSupport NetSupportManager client32 ini Master Profile amp gP Connectivity amp gf Security I aP Remote Control In About Box S gP Client Interface Client Settings em Display Customizable Text amp G i Cancel Help Display Customisable Text In About Box Sets the message that will be displayed in the client s About box 134 NetSupport Manager v12 00 Configuring the Control In this chapter How to configure the Control Create individual profiles ensuring each Control User can only perform certain tasks at Client PCs NetSupport Manager v12 00 Configuring the Control NetSupport Manager allows you to fully configure how the Control Pr
129. remotely control it This is called viewing The Client s Screen will be displayed in a window on the Control workstation NetSupport Manager will allow you to view multiple Client screens each in its own window simultaneously Note While viewing a Client you can drag and drop files from the Control Windows Explorer directly to the Client s desktop To View a Client 1 In the list view double click on the required Client s icon Or Right click on the Client s icon and choose View Or Click the Desktop icon on the Control toolbar and choose View Client 2 The View window for that Client will now appear with its screen displayed If the Client uses multiple monitors you will be able to switch between the desktops by clicking the tabs displayed beneath the View window toolbar To return to the Control Window 1 Choose Client Close from the View window drop down menu Viewing Modes You can View a Client in three modes Share The Client s screen will be displayed at both the Control and the Client Both the Control and the user at the Client will be able to enter keystrokes and mouse movements Watch The Client s screen will be displayed at both the Control and the Client Only the user at the Client will be able to enter keystrokes and mouse movements The user at the Control will be locked out Control The Client s screen will be displayed at both the Control and the Client Only the user at the Control w
130. routers will suppress broadcast packets from being transmitted across WAN links If this is the case then even if the Control is correctly configured you will not be able to browse the remote subnet 46 NetSupport Manager v12 00 Connecting to Clients Controls via a NetSupport Gateway The primary role of a NetSupport Gateway is to facilitate seamless remote control between PCs that may both be located behind different Firewalls The Gateway provides a stable and secure method for locating and connecting Clients Controls via HTTP delivering web based remote control without the need for modifications to existing Firewall configurations Typically companies protect their internal network by using a Firewall only allowing connections if specific TCP IP ports have been opened On occasions you may find that a direct connection between a NetSupport Manager Control and Client is blocked because the Firewall s they are protected by are configured to prevent outgoing connections on all but the standard TCP IP ports A NetSupport Gateway solves this problem by acting as a third party that sits between the Control and Client the HTTP protocol rather than TCP IP being used for communications Note Client and Control configurations can have both TCP IP and HTTP enabled simultaneously thus ensuring that local connections are still valid Gateway Installation and Configuration The Gateway is designed to run on a machine that is acce
131. s File Folder 15 01 20 m Documents e y bin File Folder 15 06 2 DamagedFiles File Folder 19 06 2 dev File Folder 12 02 2 home File Folder 12 02 2 Library File Folder 15 06 2 net File Folder 12 02 2 NetSupport File Folder 22 06 2 Previous System File Folder 09 05 2 _ private File Folder 15 06 2 EE O Gent xe ses Contents of CV i Hg Boe l Remote Computer XP SP3 Name Type File Description Modified BE Desktop Previous Directory jj Documents Documents and Settings File Folder 24 03 201 5 Floppy Drive A Downloads File Folder 16 11 201 m C Program Files File Folder 10 12 201 Compact Disc D WINDOWS File Folder 15 01 201 commons on nslfile002 V AUTOEXEC BAT 24 03 201 marketing on 10 0 0 14 W CONFIG SYS 24 03 201 testing on pcifile001 X DnaService LOG 21 03 201 Versions on nslfile002 Y MSDE2kLog TXT 21 03 201 Versions on uk pci group Data I Id al END Ready 4 Files 6 331 745 bytes 1 selected 0 bytes The File Transfer Window is divided into five sections The Title bar This shows which Client this particular File Transfer window is working with The Menu bar The menu bar contains a series of drop down menus that can be used to access the various tools and configuration utilities The Toolbar The toolbar contains shortcuts to many of the most frequently used tasks and tools
132. s you to restrict the functionality that is available to the Control eoo Settings for Configuration Standard x e mimm Restrict Functionality amp Remote Control Disable File Transfer Disable Reboot gf Control Interface Disable Chat Disable Logoff Settings Disable Send Message Disable Replay Functions f File Transfer f File Locations Disable Broadcast Message Disable File Manager Disable Quick Connect Disable Execute Disable Remote Command Prompt Disable Duplicate Client Check Remote Control _ Disable Control Disable Share Disable Registry Editing Disable Blank Screen Disable Inventory _ Disable Watch lt Cancel Restrict Functionality You can prevent the following features from appearing at the Control by checking the appropriate boxes e Disable File Transfer e Disable Chat e Disable Send Message e Disable Broadcast Message e Disable File Manager e Disable Duplicate Client Check e Disable Quick Connect e Disable Remote Command Prompt e Disable Reboot e Disable Logoff e Disable Replay Help 153 NetSupport Manager v12 00 e Disable Execute e Disable Registry Editing This option is disabled by default e Disable Blank Screen e Disable Inventory When browsing for Clients NetSupport Manager checks for duplicate Client details only connecting to the first occurrence of a particular address Depending on the setup of your network infrastruc
133. screen will appear eoo i Setup Setup NetSupport Manager 11 20 Welcome to the NetSupport Manager 11 20 Setup Wizard Back Next gt Cancel Click Next to continue NetSupport Licence Agreement The NetSupport Licence Agreement will be displayed Please read the Licence Agreement carefully and select I accept the terms in the Licence Agreement and click Next to continue If you reject the Licence Agreement I do not accept the terms in the Licence Agreement click Cancel NetSupport Manager will not be installed and you will be asked if you wish to abort the install program 20 NetSupport Manager v12 00 Licence I nformation Select Register and enter the NetSupport Manager licence details you have been provided with If you are evaluating NetSupport Manager select 30 day evaluation option and click Next Select Setup Type eoo i Setup Setup Type M Choose the setup type that best suits your needs Typical Ca 19 Installs Control Client Client Configurator and Help files _ Control 1P Installs Control only and Help files D Client fa Installs Client Client Configurator and Help files BitRock Installer lt Back T Cancel Select which setup type to install on the workstation Typical Installs the Control Client Client Configurator and help files Control Installs the Control only and help files Client Installs the Client software Client Co
134. session where you may be working with more than one Client you can tailor how each Client interacts with the Control For example on one Client you may want to use compression because it is on a slow link but on another you may want to turn compression off To adjust View Settings 1 View the required Client 2 Choose View Settings for Client from the View window drop down menu Or Select the Settings button on the View window toolbar 3 The Settings dialog will appear 4 Configure which options will be enabled when you start a View session Note If you edit the Client Settings the changes you make only apply to that Client during the current Control session If you want to change the settings permanently check the Update Configuration box 137 NetSupport Manager v12 00 General Settings Use this property sheet to give the Control a specific name If left blank the machine name is used 8090 Settings for Configuration Standard S Identification amp gf Security amp aP Remote Control Control Name amp gf Control Interface 4f File Transfer af File Locations Description Default User ID Send Message Title t j Cancel Help Identification Control Name The name which the NetSupport Manager Control program uses when connecting to Clients to identify itself Description Enter a description for this Control configuration Default User ID If User Validation is req
135. shared data files Lo Cancel Hep Client File Use browse to specify an alternative location for all Control s Client details To make files Read Only check the Client List Read Only check box in the Control Configuration User Interface settings Group File Use browse to specify an alternative location for all profiled Control s group details To make files Read Only check the Group List Read Only check box in the Control Configuration User Interface settings Use shared data files Checking this option allows you to share data with other users 158 NetSupport Manager v12 00 Managing and Organising Clients In this chapter You will find out how to better manage your database of Client PCs Group Clients by department or geographic location and customise the properties of each Client 159 NetSupport Manager v12 00 Add a new Client NetSupport Manager maintains a database of all Known Clients These are stored in the All Computers folder in the tree view and provide a fast way to connect to those Clients without having to perform a browse You can also see additional information about the Client such as names contact numbers etc To populate the Known Clients database do one of the following 1 Use the browse function to lookup available Clients and connect to them All required information about that Client will then be stored in the All Computers folder Or Choose Client New from the Con
136. ssible from both the Client and Control It must therefore have a fixed or static IP address Notes e The Gateway component must be installed on a Windows machine e You can also configure NetSupport Manager to communicate via proxy servers if used To install the Gateway component you must select Custom when choosing the type of NetSupport Manager installation to perform You will also need to configure the properties for the Gateway primarily the Port to use in communications and the encrypted Key for verifying connections from a Control or Client 47 NetSupport Manager v12 00 Client Configuration The Client machine needs to be configured to use the HTTP protocol and be given the appropriate Gateway access details ec o Applications NetSupport NetSupportManager client32 ini Master Profile amp sf Connectivity HTTP e Security amp aP Remote Control amp gP Client Interface 10 0 1 131 443 TCP IP z HTTP M Use HTTP Gateway Address Port Secondary Gateway optional Port Gateway Key EEHG J NBCEIHP HGA Set To override the Comms Management Packet CMP secs Interval set at the gateway please specify a value here _ Use a proxy server to connect to the gateway Address Port Cancel _ Help From the Client Configurator select Connectivity HTTP Check the Use HTTP box port 443 will be configured by default Confirm which Gateway to use b
137. swords 145 play sound during chat session 102 port number 56 for gateway connection 44 for HTTP connection 44 119 144 for TCP IP connections 118 power management Client power off 60 Client power on 60 processes running at Client See inventory profiles using command line instructions 181 prompt for connection reason 145 properties Client 166 protecting the Client configuration 128 Q quick connect 40 disable at control 156 quiet mode 134 R reboot 63 184 receive show options 132 disable 132 record client activity 82 record local activity 81 remote clipboard 107 remote command prompt 109 remote control configure settings at Client 131 configure view settings 151 disable functionality 156 viewing Clients 67 remote controlling a Client 67 renaming Clients 164 replay files create for all clients 82 create for selected client 82 enable at Client 130 enable at Control 148 record local activity 81 recording 81 showing 77 84 watching 83 requesting help 114 S scale to fit 151 show window 132 scale to fit mode 69 scrollbars in show window 132 security at Client connect options 126 force encryption 126 user acknowledgement 124 security at Control 145 compression 146 encryption 145 event logging 147 password 145 replay files 148 using log files 147 security key 145 services at Client See inventory settings Client 140 showing a Client s screen 80 br
138. t adding 163 deleting 164 properties 166 renaming 164 default settings customise See customise deleting Clients 164 deleting files and directories 89 delta file transfer 87 158 directory copying 87 creating 89 deleting 89 synchronise 91 disable functionality 134 156 configure Control interface 154 disconnect a Client 58 a Control 113 all Clients 58 distributing files 95 encryption at Control 145 force encryption 126 event logging enable at Control 147 executing applications 73 F file change attributes 90 copying 87 copying between Clients 89 deleting 89 renaming 90 NetSupport Manager v12 00 file distribution 95 File Distribution Window 94 file locations 161 file manager 98 File Manager Window 97 file transfer applying a filter in List View 91 between Clients 89 change file attributes 90 changing the sort orders 93 changing the view format 92 configuring access rights 129 control settings 158 copying files and directories 87 creating directories 89 deleting file and directories 89 delta file transfer 87 synchronising directories 91 File Transfer Window 85 applying a filter in List View 91 changing the sort orders 93 changing the view format 92 finding Clients on the network 37 firewalls 44 56 G gateway configuration utility 45 configure Client for HTTP 119 configure Control for HTTP 144 connecting Clients Controls 44 glossary 187
139. t 443 was introduced as the default for HTTP communications 3085 being used previously Gateway settings will be preserved for existing customers who subsequently upgrade enabling 3085 to continue to be used but there may be scenarios when upgraded Controls and Clients will need the HTTP Port manually reconfiguring to ensure compatibility 141 NetSupport Manager v12 00 Security Options The Control Configurator provides a wealth of security features categorised as follows Settings Event Logging Replay Files Security Settings e 00 Settings for Configuration Standard of General sf Connectivity SEL esa Security la Password gy Settings s af Startup Security Key Prompt for Additional Information when Connecting V Try last username before displaying login prompt M Use Compression Use Encryption Type 56 bit DES Password Enter the Security Password which you will be prompted for when starting the Control using this configuration You must click on the Set button next to this Control to set the password Security Key The Security Key is used whenever you connect to a Client Unless the key entered here matches the security key on the Client you will be denied access to the Client workstation Press the Set button to change the key Optionally this can be set as the serial number in your NetSupport Licence File 142 NetSupport Manager v12 00 Prompt for Additional I nformation w
140. tains a wealth of features to assist you to train support monitor and manage Clients Environment e Browse locate and connect to NetSupport managed systems across your network e Connect over TCP IP or HTTP protocols e Communicate over LAN WAN Internet GPRS 3G or Wireless connections Remote Control Watch Share or Control the screen keyboard and mouse of a Client irrespective of colour resolution network protocol or operating system Monitor Mode The Monitor mode feature allows a Control to display a thumbnail view of all connected Client workstations simultaneously Thumbnail size can be adjusted on the fly as can the update interval In addition the Control users can mouse over a specific thumbnail for an expanded view of the selected PC View View more than one Client screen at the same time The ability to record the activity on a Client workstation while it is remotely controlled comes as standard Auto Grouping of Remote Systems The Control Tree view provides an instant overview of your IT infrastructure by grouping the remote systems based on pre defined criteria such as platform and operating system For example you can easily identify machines running a particular Windows OS or Linux Distribution This is particularly helpful when planning upgrades or the rollout of new technology Show Display the Control s screen on individual or multiple Client screens or display a selected Client s screen to other C
141. td If you do not wish to be bound by the terms of this licence agreement you must not load activate or use the software TERM Subject to termination under Termination Clause below the licence shall be perpetual GRANT OF LICENSE Subject to the payment of the applicable license fees and subject to your abidance by the terms and conditions of this agreement NetSupport Ltd hereby grants to you a non exclusive non transferable right to use one copy of the specified version of the software which you have acquired USE The software is licensed with volume use terms specified in the applicable order acknowledgement product invoice license certificate or product packaging You may make install and use as many additional copies of the software on the number of devices as the terms specify You must have a reasonable mechanism in place to ensure that the number of devices on which the software has been installed does not exceed the number of licenses you have obtained SERVER USE To the extent that the applicable order acknowledgement product invoice product packaging or license certificate sets forth you may use the software on a device or on a Server within a multi user or networked environment Server Use A separate license is required for each device or seat that may connect to the software at any time regardless of whether such licensed devices or Seats are connected to the software concurrently or are actually using the software at
142. tessa eeeeeeeeeaee 122 Connect Options xdg ERRARE AA REA rix TN deeds 124 Protect Configuration Settings sees 126 File Transfer Settings ies rennen o pe nep er e es 127 Replay File Settings ncn ippa a Sa eet te X he a tenes ch 128 Remote Control Options sssssssessssses emnes 129 MISVES Wdaolpe err 129 SHOW Setting S a2 EE 130 Client Interface Options sss mmm 132 Client Settings iir etre berx Ran iE HR ref Yes 132 Customisable Text ie edi iret derent terne arp rna pan a pn n ee pena 134 Configuring the Control eese 135 Configuring the Control retenta earn arat RR rn Rr En nn a 136 Adjusting Client Settings for a Control session 137 General Settings iretur deese d La ERR 4 an ERRARE ERAS ER 138 Connectivity Options eese renun hh Rr E teat HERR e T ERR a De Re hri 139 Set TCP IP Connectionin sirita iinitan taina an Anaan KAEA A 139 Set HTTP CONNEC zc caderet ste AA EEE EO E ANSI OESS 141 Sec rity OPtONS oaea aana e aa aia dea tee vet exa Tee RUM PERRA EET TRA EE 142 Security Settlmigs ucro a ye moar epUCE TERME UU Re Ree ney 142 Event LOGGING 2 eerie edema nme rna dh ua e nana nada 144 Replay Files 222 2 x dari hx CX DR SOR QR d ade SER ERE RR RA amare teenie 145 Start p Settings certet pe ane xt FEE Rr rene EE Een 146 Remote Control Settings esci nnn een n n n a 148 NetSupport Manager v12 00 MISES URINE
143. ting member s machine and lists the progress of the Chat session Unless the option is disabled in the Create Discussion dialog Clients can choose to Leave the session The following options are available from the Chat Window Chat Menu The content of a Chat session can be stored for future reference Choose Save to create a file containing the text or choose Copy to be able to paste the Chat content into another application or file Should the Chat members not respond you can send an audible beep to each workstation by selecting Send Beep The Client can also do this from their Chat window You can configure the Client and Control workstations to play the beep through either the PCs internal speaker the default or via the installed sound card to speakers attached to the PC Select Client Configuration Client Settings or Control Configuration Settings Window Menu Only the Control s Chat window will have a window drop down menu This menu enables you to swap between opened screens or Tile them Chat Progress The main body of the Chat window is used to record the progress of a Chat session It holds details of members who have joined or left the discussion as well as the messages that have been sent by each member Message This is where you type your comments Type the message and hit Enter or click Send Auto Send Each message is restricted to 128 characters Check this box to automatically send the message wh
144. ting the NetSupport Manager program you can manage your files from here eoo NetSupport File Manager File Directory View Window Help SREY I BALG Copy File Delete Rename Edit Dir Previous Properties Settings Local Computer Contents of EE EP Jel M Local Computer Name Type File Description Modified EE Desktop 4m Previous Directory LM Documents Applications File Folder 15 01 201 iy 7 bin File Folder 15 06 201 DamagedFiles File Folder 19 06 201 dev File Folder 12 02 201 home File Folder 12 02 201 Library File Folder 15 06 201 net File Folder 12 02 201 NetSupport File Folder 22 06 201 Previous System File Folder 09 05 201 private File Folder 15 06 201 sbin File Folder 15 06 201 System File Folder 15 01 201 Users File Folder 15 06 201 usr File Folder 15 06 201 j Volumes File Folder 12 02 201 mach kernel 10 04 201 5 statistic LOG 26 07 201 Ready 2 Files 15 567 618 bytes 1 selected 15 567 576 bytes The File Manager Window is divided into four sections The Title bar This shows which Client this particular File Transfer window is working with The Menu bar The menu bar contains a series of drop down menus that can be used to access the various tools and configuration utilities The Toolbar The toolbar contains shortcuts to many of the most frequently used tasks and tools Double clicking on an individual item takes you straight to that task or function elimi
145. to remote control them Note The application itself must be installed on or available to the Client workstations To Execute an application on a Client Workstation 1 Open the Active or Browse folder in the tree view select the required Clients 2 Choose Client Execute at Client from the Control window drop down menu Or Right click on the desired Client s in the List view and choose Execute at Client Or Click the Actions icon on the Control toolbar and choose Execute 3 The Execute Application dialog will appear 8 0 8 Execute Application at Client Saved List Enter the name and path including command line parameters of the application to execute at the Client Close pons Help Local Browse M Execute only if the Client is logged on Results No result required Name Result Code XP SP3 4 Enter the name and path of the application to execute at the Client 69 NetSupport Manager v12 00 Or Click on Local Browse button and select an executable application on the Control workstation Note Check that Client applications are stored in the same location as the Control to ensure successful execution 5 Check the box Add to List to save it for future use in the Saved List tab 6 Confirm the description and path 7 Click Execute Note If you only want to execute applications to Clients that are logged on select the option Execute Only if the Cl
146. trol window drop down menu and manually enter the details 2 You will then be prompted for the following information e The name of the Client e The network transport it is running under e The network address of the Client At this point you can choose to enter some additional information to be stored with that Client s details The information you can additionally store is e An alternative name to be displayed at the Control for that Client e Atext description about that Client e Acontact name e A contact telephone number e The Mac Ethernet address The newly created Client will now appear in the All Computers folder and be displayed in the Clients List view 160 NetSupport Manager v12 00 Delete a Client As part of maintaining a database of Known Clients good house keeping requires deleting unused previously saved Clients from the All Computers folder in the Control tree view To delete a Known Client from the database 1 Open the All Computers folder in the tree view and select the required Client 2 Right click on the Client and choose Delete Or Choose Client Delete from the Control drop down menu bar 3 The Delete a Client dialog will appear and prompt for confirmation Renaming a Client Instead of displaying the Clients physical name NetSupport Manager allows you to set a different name that will be displayed at the Control For example a workstation running a Client may have a descriptio
147. ts the request the connection will be refused Acknowledge Connection Attempts from other Controls The Client receives a message that another Control is attempting to connect Note For the message to be displayed at the Client the Allow more than one Control to Connect at a time option needs to be enabled in Client Configuration Security Connect 122 NetSupport Manager v12 00 Acknowledge Connection Display Specify a customised acknowledgement message to be displayed at the Client workstation The text can also incorporate a choice of default settings should you wish the Client to know for example the name of the Control user There are four available syntax s loginname Returns the logged on user name of the user at the Control fullname Returns the full name of the logged on user at the Control computername Returns the machine name of the Control userdomain Returns the domain of the logged on user at the Control machine Acknowledge Connection Timeout Specify a time limit between 0 255 seconds for the User Acknowledgement prompt to be displayed and decide what action to take if the user has not acknowledged the connection after the specified time You can choose Reject Connection to cancel the connection attempt or Accept Connection to allow the Control to connect This can be useful if there is an urgent need for the Control to connect but they want to allow the remote user a few seconds t
148. ts on your network to run on a different port number if required This is useful to provide additional security as other NetSupport Control users would need to know on which port your Clients are configured You can also specify a port number when creating or connecting to a client 139 NetSupport Manager v12 00 Note To enable Clients to initiate a connection to the Control the default registered port is 5421 Connect By Hostname DHCP WINS Normally the Control connects to a Client by IP address rather than by name In an environment that uses DHCP Dynamic Host Configuration Protocol this may be undesirable as the address may change when the Client workstation is restarted Checking this option forces the Control to connect by hostname Test Press this button to check the configuration and version of the TCP IP stack installed The version of Winsock is returned along with its current state Browsing Subnets used when browsing for clients When you are running on a network with multiple subnets or addresses you need to configure the broadcast addresses for each effective network When a browse is performed the broadcast messages are sent to these addresses Broadcast Settings Enable Broadcast Show and File Distribution When performing a show or distributing files to Clients the screen information files are sent to each Client machine in turn Enabling Broadcast Show and File Distribution results in the screen in
149. ttings ijj User Validation M Record Replay Files Access Privileges Prefix Files With Client Name User Acknowledgement iy Connect amp Protect Configuration Browse amp File Transfer Replay Files amp gP Remote Control amp gf Client Interface In Directory B Tep Record Replay Files Check this option to enable the recording of Replay Files A Replay File will be created each time the Control views a Client PC with the option enabled Prefix Files With Client Name In order to identify each Replay File filenames can be prefixed with the Client name and the date time of the recording Alternatively with the option un checked the files will be named sequentially in the format 00000001 rpf etc In Directory Specify where the Replay Files should be stored If saving to a network share this gives you the opportunity to store each Clients files in individual folders 128 NetSupport Manager v12 00 Remote Control Options The following Remote Control attributes can be adjusted View Settings eoo Applications NetSupport NetSupportManager client32 ini Master Profile amp gf Connectivity eap Security Options gf Remote Control Show amp gf Client Interface Max Colour Depth Unlimited Inactivity Timeout 0 none minutes iio Cancel _ Hep Options Max Colour Depth The higher the colour depth at the Client the greater the volume of data that needs t
150. ture there may be instances where duplicate IDs are in use so you can disable the check using this option Remote Control The following items disable the different view functions within the NetSupport Manager Control e Disable Control e Disable Share e Disable Watch 154 NetSupport Manager v12 00 File Transfer Settings This property sheet provides configuration options for transferring files They allow you to alter the way in which information is displayed and enables you to set safety features such as confirmation before performing a damaging operation If you are editing the Client settings all changes you make will only apply while you are connected to that Client If you wish to make your changes the Control default check the Update Configuration box eoo Settings for Configuration Standard aP General e e Security Settings gf Remote Control Display Options qf Control Interface Show System Hidden files up File Transter Show file details File Locations _ Show filenames only Confirm M Directory copy M File overwrite M Directory delete M File delete M Use compression Delta file transfer M Automatically close progress when copy finished V Update Configuration Standard ora Help Display Options Show System Hidden files Check this box to display all files with System and Hidden attributes By default this option is unchecked Show file details Select this
151. u can select from the full range of available Client features For example by selecting multiple thumbnails you can invite those Clients into a Chat session If the Client uses multiple monitors you can change the thumbnail to show all monitors or just monitor 1 2 etc Click the Multi Monitor icon in the Thumbnail toolbar and select the required option Thumbnails can be re sized to suit using the slide control at the top of the List view If the displayed thumbnail width is larger than 128 the current logged on user and Operating System will be displayed on each thumbnail this data is also available when zooming in on a screen The frequency at which the displayed data is refreshed can be adjusted by clicking the Update Frequency icon in the Thumbnail toolbar Organising Clients in the List view Clients can be conveniently organised into categories using a range of criteria including the operating system connection type etc Organising Clients into Categories 1 Choose View Categories from the Control window drop down menu 2 Select the category you wish to organise your Clients by 3 The Clients will now be grouped by the category in the List view Note Category view is only supported on Windows XP and above 68 NetSupport Manager v12 00 Launching Applications This feature allows you to launch execute an application on an individual Client workstation or a group of Client workstation s without the need
152. ugh proxy servers 56 181 NetSupport Manager v12 00 through the Internet 170 connectivity set HTTP 119 144 set TCP IP 118 142 contact us 187 Control chat to Client 100 clipboard 107 connecting to Clients 39 connecting to Clients different protocols 41 Ctrl Alt Delete 64 dealing with help requests 106 disconnecting Clients 58 executing applications 73 features 13 file distribution 95 file manager 98 finding Clients on a gateway 37 finding Clients on the network 37 Internet use over 170 logout 63 managing Control files 98 messages sending 105 power management 60 quick connect 40 reboot 63 recording replay files 81 security See security at Control set name 141 showing a Client s screen 80 showing the Control screen 77 starting 24 viewing a Client 67 Control Configurator 138 configure interface settings 154 connectivity options 142 Control interface settings 154 event logging 147 file locations 161 file transfer settings 129 158 general settings 141 protect configuration 128 remote control settings 151 replay files 148 restrict functionality 156 security settings 145 set HTTP connection 144 set TCP IP connection 142 startup settings 149 Control Window 25 182 hide options 154 list view 36 toolbar customise 28 tree view 33 Ctrl Alt Delete 64 customisable display text 124 136 customise toolbar 28 cut and paste remotely 107 D database Clien
153. uired before a Client connection can be made Control users will need to logon with a valid username and password Rather than continually prompt for the username a default ID can be set here The following variables can be used in order to default to the currently connected username Yuserdomain username Send Message Title Enables you to add a customised title to the Send Message dialog 138 NetSupport Manager v12 00 Connectivity Options Before you can connect to Clients on your network you must select and configure the transports to use The transport protocols must be configured in the operating system before attempting to use them Set TCP IP Connection eoo Settings for Configuration Standard aP General os Connectivity TGP IP 2 fbl V Use TCP IP Port 5405 amp HTTP Connect By Hostname DHCP WINS amp sf Security P d Startup Test Browsing Subnets used when browsing for clients Settings Broadcast Settings V Enable Broadcast Show and File Distribution Settings Coe came _ Hep Use TCP IP Check this button to enable the Control to use the TCP IP protocol This protocol is used with the Internet local and wide area networks In order to connect to TCP IP Clients you need to specify the port number that the Client is listening on Port This value is used for all interactions with TCP IP Clients The default registered port for NetSupport Manager is 5405 You can configure Clien
154. ve from the group and click Remove 165 NetSupport Manager v12 00 3 When you have finished adjusting the members of your group click OK Note To move a Client to a different group right click the Client icon and drag amp drop to the new group This will remove the Client from all levels in the previous group Setting Group Properties Having created a group you may be required to review or change its name description or members To adjust a Groups Properties 1 Highlight the required group from the tree view 2 Right click on the group and choose Properties Or Choose Group Properties from the Control window drop down menu bar 3 The Group property sheet will be displayed The Group Property Sheet has two tabs General Shows the name and a description of the group you can also customise the appearance of the client icons Members Lists the Clients in the group NetSupport Manager v12 00 Using NetSupport Manager over the I nternet NetSupport Manager provides a convenient Internet Gateway feature delivering web based remote control without the need for modifications to existing Firewall configurations To remote control a Client over the Internet 1 Connect both the Control and the Client to the Internet 2 Choose Client Quick Connect from the Control window drop down menus 3 In the Quick Connect dialog choose to connect via TCP IP address and type in the IP address of the Client
155. wing it 6 Click Show to start the Show The Client s screen that is being viewed will be shown to the other Clients 76 NetSupport Manager v12 00 Replay Files During a Remote Control session the screen keyboard and mouse activity at a Client or Control PC can be recorded stored in a file and played back A Control can determine how and when recordings take place by enabling the appropriate configuration options e Local recording e At individual or all Client PCs Recording Local Activity Activity at the local machine can be recorded and played back If required the Replay File can also be shown to remote Clients 1 Choose Tools Record from the Control window drop down menu Or Click the Desktop icon on the Control toolbar and choose Record 2 The Record Local Activity dialog will appear eoo Record Local Activity In Directory Users testing Documents TER Cancel Help 3 Include Audio In addition to the screen mouse and keyboard activity if the workstation is configured for Audio you can record any narration that takes place Check this box to enable 4 Record Physical Fonts In order to reduce the volume of data being sent when sharing information of this nature NetSupport Manager passes the font information by reference The target workstation will refer to it s own internal font mappings to find an appropriate match to the one that has been sent In most cases the same
156. y Summary MARKETINGO1 Last Updated 12 February 2013 14 20 46 System Overview Name Manufacturer Operating System Service Pack ud Registered User Physical Memory Domain Workgroup Model Serial Number Organisation System Language System Time Zone MARKETINGO1 Dell Computer Corporation Windows 7 Ultimate Service Pack 1 6 1 7601 Support 2048 MB WORKGROUP Dimension 4600 00426 065 4508236 86501 Not Available gt English United Kingdom GMT GMT Standard Time Note The Inventory functions included with NetSupport Manager are designed to run over TCP IP The network adapter details will not be displayed if TCP IP is not installed Software Tab Provides a full software inventory report for any selected client PC Includes the name of each installed product the manufacturer product icon version number and even the associated exe file 172 NetSupport Manager v12 00 n gj sotware E E Software Inventory Summary MARKETINGO1 Last Updated 12 February 2013 14 20 46 Description Company Folder Name Version File Name Adobe Reader Adobe Systems Incorporated Reader 11 0 0 379 AcroRd32 exe lediagema Internet Explorer 0 0 0 0 iediagcm exe Internet Explorer Microsoft Corporation Internet Explorer 9 00 8112 16421 iexplore exe Managed SQL Server Landing Page Microsoft Corporation x86 11 0 2100 60 LandingPage exe Managed SQL Server Landing Page Microsoft Corporation x86 10 0 2531 0 Landin
157. y entering the IP address of the Gateway machine you can specify a secondary Gateway which will take over if the primary Gateway is unavailable Enter the appropriate Gateway Key as set at the Gateway machine NetSupport Manager can be configured to route communications through a proxy server if required Enter the server address and an appropriate port 8080 recommended You can override the Comms Management Packet Interval that is set at the Gateway by entering a time here Click OK 48 NetSupport Manager v12 00 Control Configuration As with the Client HTTP also needs to be enabled at the Control 1 From the Control window drop down menu select Network Configure 4 Connectivity HTTP 2 Check the Use HTTP box port 443 is configured by default 3 Click OK Add Gateways The Control can communicate with multiple Gateways and the details of each need to be added at the Control end 1 From the Control window Tree view select the Gateway folder Or Select New from the Control window toolbar Choose Add Gateway The Add a Gateway wizard will appear ec Add a Gateway Add a name and a description for this new gateway Back Next Cancel Enter a name and description for the Gateway Click Next Enter the IP address of the machine where the Gateway is installed and confirm the port number to use 443 will be specified by default If required enter a secondary Gateway to be used if the pr
158. you wish to connect to You should then be able to control as normal eoo Quick Connect Enter the name or the address and transport of the Client to connect to Name User name _ Address HTTP Gateway AllGateways Transport e TCP IP E Connect Cancel Help DHCP Workstations connecting via a modem link to an ISP will normally have a different IP address assigned to them each time they connect You will therefore need to find out their address each time you wish to connect 167 NetSupport Manager v12 00 Technical Reference In this chapter Additional technical information is provided which will further enhance your understanding of NetSupport Manager features NetSupport Manager v12 00 Using Compression Effectively Compression can be configured to three different settings on off or always When compression is turned on screen data and file transfer operations are compressed However if a file is transferred that is already stored compressed such as a zipped file or certain graphic files NetSupport Manager will stop trying to compress it further after 64KBytes If Use Compression is turned on the file is compressed no matter what its internal structure is this can be useful for encrypting the file The compressing and decompressing of the information takes time On a dial up link the overhead of compressing and decompressing is minimal compared to the transfer speed of the modems Howev
159. you wish to power on 2 Choose Client Power On from the Control window drop down menu Or Right click and choose Power On Or Click the Manage icon on the Control toolbar and choose Power On 3 The Client workstations will now power on 56 NetSupport Manager v12 00 To Power On a Group Of Clients 1 3 Open the All Computers folder in the tree view and select the required group Choose Group Power On from the Control window drop down menu Or Right click on the group and choose Power On Or Click the Manage icon on the Control toolbar and choose Power On The Client workstations will now power on Client Power Off A Control can remotely power off a Client workstation using the NetSupport Manager Power Management function To Power Off a NetSupport Manager Client 1 2 3 Ensure all open applications at the Client workstations are closed Select the icon s of the Clients you wish to power off Choose Client Power Off from the Control window drop down menu Or Right click and choose Power Off Or Click the Manage icon on the Control toolbar and choose Power Off 4 The Client workstations will now power off 57 NetSupport Manager v12 00 To Power Off a Group Of Clients 1 2 4 58 Ensure all open applications at the Client workstations are closed Open the All Computers folder in the tree view and select the required group Choose Group Power Off fr

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