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1. XP SP3 Windows XP testing 100 1166 Browse Browse network for computers L Active Shows all connected computers Help Requests Clients requesting help PCs with Intel c vPro tm Technology Internet Gateways Computers available over the Internet 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 Note You can browse the network for Clients by entering the required search criteria into the box at the top of the Tree view You have the option to browse just for Clients requesting help and to include Gateway Client by selecting the relevant icon Click the Search icon to begin the browse Client found matching the search criteria will be displayed in the List view 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 to and worked on simultaneously without the need to connect and select them individually 72 NetSupport
2. Ready v12 00 0i8 Wa 185 NetSupport Manager vi2 10 If the Client does not wish to view all their system information and licence details they can click the E icon at the bottom of the window to switch to small screen mode The Client will still be able to create and enter a PIN code view et files and Inventory and request help from the Control Click the screen mode icon to switch back to full Connected MI NetSupport Man X Control user CJ xp sp3 il 100 1 166 1058 i x Disconnect NETSUPPORT MIMANAGER Connected 12 00 0N6 This mode will be displayed when a Control is connected to a Client From here the Client can see details of the Control that is connected to them They also have the option to disconnect from the Control or chat with the Control Note You can configure the items that are displayed in the Client Information window in the Client settings section of the NetSupport Manager Client configurator 186 NetSupport Manager v12 01 Disconnecting from a Control When a Control is connected to a Client the Client can choose to disconnect Note This option can be disabled at the Client in the Client settings section of the NetSupport Manager Client Configurator To Disconnect from a Control 1 Double click the NetSupport Manager Client icon in the system tray 2 The Client Information window will appear Click the Disco
3. 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 55 NetSupport Manager v12 10 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 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
4. 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 Chat 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 a s s gt Create Discussion xs Topic Options as Members can decline to join _ Members can t leave the chat Chat Window is always visible Members Name Description v E inverse v invirsas a Help 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 169 NetSupport Manager v12 10 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 sessio
5. 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 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 65 NetSupport Manager v12 10 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 Current 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 66 NetSupport Manager vi2 01 NetSupport Manager Control Toolbar Buttons The appearance of a blue arrow on some of the buttons indicat
6. NetSupport Manager vi2 01 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 buttons for a multiple Client Scan have the following functions Previous Auto and Next buttons You can turn auto timing on or off from the Scan Window toolbar or choose to move forwards or backwards between individual Clients The previous button shows the previous Client screen scanned The next button shows the next Clients screen in the scan cycle Scaling to Fit It may be that the Client is running in a higher resolution than the Control In this case choosing the Scale to Fit button will re size its screen to fit the Window in which it is displayed Maximise To enlarge a Client View Window This button will be greyed out until you select a Client View Window To maximise the Client View Window click the Maximise button or click the box in the top right hand corner of the Client View Window Lock To lock a selected Clients keyboard and mouse Chat To initiate a chat session between a Client and the Control Share To View a Client in Share Mode Capture A snapshot of the current Client view window will be taken You will then have the option to name and save the current screen contents to a file The Status bar The Status Bar indicates which Client you are currently scanning and how far through the Scan interval you are
7. 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 cut copy menu option Auto When enabled provides the quickest method for copying data Use the short cut keys Ctrl C amp Ctrl 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 Ctrl C copies the data directly to the clipboard Or If you have used Edit Cut Copy return to the Clients view window and click the Clipboard icon on the View Window toolbar and choose Send Clipboard 178 NetSupport Manager v12 01 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 Ctrl V to paste the data 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
8. 104 NetSupport Manager v12 01 Implementing NetSupport Manager in a Terminal Server Environment A NetSupport Manager Control can connect to Clients within a Terminal Server environment NetSupport Manager provides a quick and easy method to install and use NetSupport Manager in a Terminal Server Environment From version 11 the Client is no longer started as an Application when each Terminal Server Session is started instead the NetSupport Manager Client Service installed on the Microsoft Terminal Server will spawn a new Client Process for each new Terminal Server Sessions started Note The Client Terminal Server settings can be configured in the NetSupport Manager Client Configurator Our online Knowledge Base provides full instructions please visit www netsupportsoftware com support and refer to the Technical Document Setting Up NetSupport Manager to run in a Microsoft Terminal Server Environment TD127 105 NetSupport Manager v12 10 Intel vPro Support NetSupport Manager can connect to machines that have Intel vPro technology NetSupport Manager can browse and locate PCs that have vPro capability and perform a variety of functions Connection can even be made to a machine before the operating system has loaded The Intel Setup and Configuration Service SCS provides tools to centrally set up and configure vPro machines SCS is server for vPro and is also called a provisioning server There are two mod
9. 196 NetSupport Manager v12 01 Advanced Client Configuration The NetSupport Manager Client is exceptionally configurable and supports the ability to set differing levels of security and response according to the identity of the Control User that is connecting This is achieved by the use of Configuration files at the Client which determine the appropriate level of access for each Control User by means of a profile It is important that the concepts behind Configuration files and profiles be fully understood Configuration file A Configuration file is a text file consisting of sections called profiles You can specify the Configuration file that the Client will use when it initialises The Configuration files themselves are stored in a check summed file normally Client32 Ini This file can be either on the Client workstation or on another workstation such as an NT server to which the Client workstation has access You can even set the Client to use a fallback configuration file in case the server is unavailable Profile A profile is a set of parameters that determine how the Client will respond to a particular Control user and what functionality they will allow that Control user to have For example one Control user may be allowed to view the Client in watch only mode while another may be allowed full functionality including File Transfer You can even set up the profile to pre determine exactly what file access a Control u
10. Creation Date Gateway key 1 Tue Sep 17 15 40 15 2013 Add Delete OK Cancel Apply Help Connectivity Server Keys This acts as a form of Security Key The NetSupport Connectivity Server will not accept connections from a Control or Client unless a Connectivity Server key is specified and that same key is also present at both the Control and Client end The NetSupport Connectivity Server can support multiple keys at least one key must be specified Connectivity Server key data is sent encrypted between Client Control and the NetSupport Connectivity Server Once connected to the NetSupport Connectivity Server all Client Control security such as user names and security keys will function normally Select Add to specify the key The Key must be at least 8 characters 93 NetSupport Manager vi2 10 Operators tab Nasuppon Connccuvity SaverConfigustion Unay laa General Keys Operators Redundancy Licenses Security JV Restrict remote control access to specified operators fs Usemame Full Name Permissions SupportO5 Mark Wright Add Operators Support 10 Sarah Brown Delete Permissions OK Cancel Apply Help Restrict remote control access to the following users To enhance the security you can restrict remote control access to specified users At the Control a user will be required to configure a username password in order to browse a NetSupport Connectivity Server and
11. 1 2 3 Choose Tools User Defined Tools from the Control Window drop down menus Or Click the Tools icon on the toolbar if available Select the tool you wish to run The tool will automatically run To copy User Defined Tool Settings to other Control workstations 1 2 3 4 From the Control Configurator select File Locations The Tools file section click on the Change button Specify and alternate location or name for the tools file Make this file available to Control workstation that is going to adopt this tools file From the workstations Control Configurator File Locations Tools file section click on the Change button Select the new tools file click Open The new tools file will be implemented 134 NetSupport Manager v12 01 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 Notes During a show NetSupport Manager displays in real time all actions undertaken by the Control In addition the Control has the option to enable Hotkeys ensuring that any key combinations e g CTRL V used by the Control during the show are also visible to the Clients If using a mixture of key combinations e g ALT V T NetSupport Manager will only display two cons
12. 106 Windows CE 58 Windows explorer WwW integration with NetSupport 180 Windows Vista WAN installation 23 IP subnet browsing 85 IPX subnet browsing 87 344
13. 2 You will then be prompted for the following information e The name of the Client e The network address of the Client e The network transport it is running under 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 A contact 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 296 NetSupport Manager v12 01 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 description allocated by you such as Sales 2 This workstation may mo
14. 25 165 858 bytes e 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 163 NetSupport Manager v12 10 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 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 e All connected Clients Selected Clients A pre defined Group of Clients Note When distributing files to Clients the files are sent to each Client machine in turn In some network env
15. 33 Settings Functions 3 Help Requests ile Transfer Status for incoming Client Connections moment File Locations NetSupport Protect Set status to Busy when connected to Cane a A Control can also choose to be in one of three states of availability to receive Clients help requests 175 NetSupport Manager v12 10 To adjust a Controls Help Request availability 1 Choose View Settings for Current Configuration Control Interface Help Requests Control Status section A Control can choose from the following three settings e Available to take all Help Requests e Unavailable to take any Help Requests Busy at the moment ensure that you specify the number of Clients you wish to be connected to for this status to take effect When browsing for Clients Controls have the option to browse only for Clients who have requested help 176 NetSupport Manager vi2 01 Capturing a Client s printed output Print Capture redirects printer output from a local printer at the Client workstation to the printer or file at the Control You would use this when running an application on a Client but want any printed output redirected to the printer that is local to you To redirect a Clients print output 1 ul Choose Tools Configurations from the Control Window drop down menus Select appropriate Configuration Click Settings Select Remote Control Print Captu
16. 4 9 Connectivity TCP IP 3 TCP IP 7 Use TCP IP Port 5405 PX i Select IP Address to Listen on NetBIOS ea E HTTP C 83 PIN Server amp Dial in Bridge Multicast address 53 Advanced ZENNA amp Security Test Remote Contro Client Interface Profile Options Terminal Services 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 IP 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 Multicast address This is the IP multicast address that the Client is listening on 200 NetSupport Manager v12 01 Press TEST to check that the protocol is correctly installed on this workstation Notes e 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 e To enable Clients
17. As an additional level of security you can restrict access to members of specified groups Always Prompt for Username and Password If checked the Control will be prompted for a username and password each time it attempts to connect to the Client 216 NetSupport Manager v12 01 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 a C Program Files NetSupport NetSupport Manager client32 ini Master Profile ts User Acknowledgement ledgement Required n no User Logged On connecting as current logged on user ccess Privileges nection A from other Controls User Acknowledgement nnection Attempts from other Controls 23 Smart Card aa Acknowledge Connection Display Text amp Connect 83 Disconnect 33 Prot onfiguration x a Po aup Acknowledge Connection Timeout 3 File Transfer af P Ater sec Reject connection 3 Replay Files 23 Event Logging Remote Control View Acknowledgement E t Interf ent tntetiate Acknowledge switching to None w view mode or higher T Profile Options a W Terminal Services OK Cancel Help User Acknowledgement User Acknowledgement Required When a Control User attempts to connect a message will be displayed at the Client Unless
18. How the remote user can interact with a connected Control 184 NetSupport Manager vi2 01 The Client Information Window When a Client double clicks the NetSupport Manager Client icon in their system tray the Client Information window appears The Client Information window has three modes full screen small screen and connected Full screen M NetSupport Manager pee System Information oo Create PIN Create a unique PIN Code that can be passed to a C Nvs O Control user once they enter this code your connection Qs reak with them will be initisted Microsoft Windows 7 Ukimate Edition Service Pack 2 build 7602 64 bit lo Enter a PIN G 100036 Enter the PIN Code that has been provided to you by a LIE Control user Once you enter this code your connection z from them will be initiated License Details ES NETSUPPORT GROUP INTERNAL USE ONLY Ea a D k NSLGROUP Inventory Replay Request Help zj 200 D Wize Ready vi2 00 0i8 BA The Client is provided with an overview of their system and user details and the NetSupport Manager licence details From here the Client can Create or enter a PIN code View Replay files that are stored on the Client computer View an Inventory of the Client Request help from the Control Small screen M NetSupport Man TSEX Create PIN Enter a PIN System Information E f e C invHsss 10 0036
19. Note NetSupport Manager provides a PIN connect feature which allows you to quickly locate and connect to a Client anywhere across the enterprise without knowing the Client s computer name or IP address A PIN server generates a unique PIN code which both the Control and Client enter to establish a connection 79 NetSupport Manager v12 10 Connecting to Clients using PIN Connect NetSupport Manager provides a quick and easy way to connect to Clients without 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 the connection is created Note A PIN server must be installed and configured at both the Client and Control to use this feature Installing and configuring a PIN server The PIN server can be installed as a standalone component on a machine or along with other NetSupport Manager components To install the PIN server component you must select Custom when choosing the type of NetSupport Manager installation to perform Client configuration 1 From the basic or advanced 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 Control
20. Removing the check mark next to a Client excludes it from the Show Create Replay file at Client Y E Show Hotkeys Enable Audio Support T Set Show Mode at Client Full Screen _ Screen Scrape Send Physical Fonts 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 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 Show Hotkeys To ensure that all actions performed by the Control are visible to the Clients during a show you can enable the use of Hotkeys Any key combinations that the Control uses e g CTRL V will be displayed in a balloon at both the Control and Tutor screens Notes e If using a mixture of key combinations e g ALT V T NetSupport Manager will only display two consecutive keystrokes at any one time e This utility is only supported on Windows XP and above 136 NetSupport Manager v
21. 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 116 NetSupport Manager vi2 01 Items can be added or removed by right clicking on the toolbar and selecting customise Available Buttons Current Buttons Add To Group E New be z Announce Add oO Connect f amp Available Separator amp Disconnect E v gt chat __ lt lt Remove _ p Browse N GY Connect i aQ Desktop E The Client Screen area This is used for displaying the screen of the Client 117 NetSupport Manager v12 10 Viewing Clients Having connected to a Client you can now 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 appropriate Client icon in the Quick Access toolbar and sele
22. 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 9 INVH368 Remote Command Prompt gt kajk Remote View Window Help Stop Microsoft Windows XP Version 5 1 2600 C Copyright 1985 2001 Microsoft Corp C WINDOWS SYSTEM32 gt The Window is split into two frames The Input Frame at the bottom of the window which can be resized if required and the output results frame at the top A range of tools are available via the drop down menus and toolbar enabling you for example to clear the output window and change the displayed font 182 NetSupport Manager vi2 01 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 183 NetSupport Manager v12 10 Using the Client In this chapter
23. 20 Sep 2013 MARKETINGO1 12 20 49 zZ System Overview Name MARKETINGO1 J Manufacturer Dell Computer 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 4600i Serial Number 00426 065 4508236 86501 Organisation lt Not Available gt System Language English United Kingdom System Time Zone GMT GMT Daylight Time Logged on User Marketing Direct X version 11 0 System Enclosure Mini Tower Motherboard Processor Intel R Pentium R 4 CPU 2 66GHz e The Window is organised as follows 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 321 NetSupport Manager vi2 10 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 spe
24. Clients will need the HTTP port manually reconfiguring to ensure compatibility 89 NetSupport Manager vi2 10 Gateway installation and configuration The Gateway is designed to run on a machine that is accessible from both the Client and Control It must therefore have a fixed or static IP address The Gateway can be installed as a standalone component on the machine you wish to use or along with other NetSupport Manager components Note 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 rar H NetSupport Manager InstallShield Wizard mE Custom Setup Select the program features you want installed M F client Install Desktop Icons Student w conta V Configurator Miena Install Start Menu Icons Tutor V Reset Video Driver Tech Console V Configurator F Gateway F Control 7 PIN Server Tete J Remote Deployment Utility mesh ate W Remote Deployment Utility V Scripting Scripting Install to Program Files NetSupport NetSupport Manager Change l Help lt Back Cancel 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 90 NetSupport Manager v12 01 NetSu
25. 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 56 User Acknowledgement the Client can authorise each inbound connection request NetSupport Manager vi2 01 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 gt NetSupport Manager M ZN All Computers 5 i All available computers Recent Recently connected computers Browse Browse network for computers Active Shows all connected c
26. In order to use the HTML based features within NetSupport Manager s Inventory options Internet Explorer 4 or above is required To Retrieve A Client Inventory 1 Select the required Client icon in the Control Window List view 2 Choose Client Inventory from the Control Window drop down menu Or Right click on the Client icon and choose Inventory Or Click the Actions icon on the Control toolbar and choose Inventory Or While Viewing the Client screen choose the Inventory icon from the View Window toolbar 3 The Inventory Window for the selected Client will appear 320 NetSupport Manager v12 01 Notes e 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 Inventory option However if you subsequently want to refresh the inventory you do need to connect to the target PC The Inventory Window The Inventory Window is the primary interface for accessing the wealth of information that NetSupport Manager s inventory feature provides i ii p lt gt Local Inventory File View Window Help 0 E Refresh Print Export Inventory Inventory Inventory Hardware Inventory Summary Last Updated
27. Manager returns one of three indicators 323 NetSupport Manager vi2 10 Verifies that the fix is present on the target PC and is current z x An expected file may not be present or is not the correct version It would be advisable to install the fix again 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 EE Applications fz Name State 3 Adobe Reader Running amp Local Inventory Running E marketing 10 0 0 14 Z Running M NetSupport MARKETINGOL Running Wisdom soft ScreenHunter 6 0 Free 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 324 NetSupport Manager vi2 01 ry Name Memory Usage AcroRd32 exe 9 996 K AcroRd32 exe 17 748 K AdobeARM exe 10 980 K dwm exe 5 684 K explorer exe 44 568 K msseces exe 11 888 K NSConnSvrULexe 7 424 K PCICTLULEXE 71 392 K runplugin exe
28. Marketing 4ppD ata Roaming NetSupp G Cancel Help 3 Browse for and select the required Replay File 4 Click Show 5 The Replay Window will open at the Control machine and start playing the Replay File to the selected Clients 6 Click End on the Replay Window toolbar to end the show 151 NetSupport Manager vi2 10 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 lt p INVH368 File Transfer babae File Folder View Tools Window Help Oo Open Synchronise Settings Item Folders Local Computer Contents of C Filter E o Local Computer Name 5 Type File Description Modified S J Desktop bin File Folder 30 03 2012 09 30 10 E mie as Bae File Folder 29 03 2012 12 39 12 REMINTERO C Bdrtmp File Folder 20 01 2005 12 25 06 EE Backup 0 Binte File Folder 29 03 2012 12 46 52 Compact Disc Bane File Folder 11 04 2012 10 26 06 E marketing on 10 0 0 14 Z B Perflogs File Folder 14 07 2009 03 37 06 B Program Files File Folder 20 09 2013 12 16 52 B users File Folder 14 03 2013 10 00 48 B Windows File Folder 05 08 2012 11 09 40 BE Windows old File Folder 26 07 2012 21 31 24 Flautoexec BAT Windows Batch File 10 06 2009 22 42 22 x m Client INVH368 Contents of C Filter E E C
29. 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 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 221 NetSupport Manager v12 10 Disconnect Options The options on this property sheet provide additional security when a Control User disconnects from the Client machine Particularly useful if the connection to the Client is unexpectedly lost m C Program Files NetSupport NetSupport Manager client32 ini Master Profile e t Conne
30. Or Click the Manage icon on the Control toolbar and choose Power On The Client workstations will now power on Client Power Off NetSupport Manager uses the Advanced Power Management APM features of the Windows operating system where supported to provide Client power down capabilities APM relies on the Client workstation having an ATX motherboard and ATX power supply 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 112 NetSupport Manager v12 01 To Power Off a Group Of Clients 1 Ensure all open applications at the Client workstations are closed 2 Open the All Computers folder in the Tree view and select the required Group 3 Choose Group Power Off from 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 4 The Client workstations will now power off 113 NetSupport Manager v12 10 Rebooting or Logging out Clients Enables a Control to
31. Prevents the Client from being able to open Replay files Disable Local Inventory Prevents the Client from being able to perform a local inventory 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 Idle 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 screen 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 audi
32. Remote Computer INVH368 Name i Type File Description Modified me B 36843526c6e69a8abd ddatfcde File Folder 19 01 2010 13 20 40 iaa Dis W B a77909c6c9a64e1c090ab320da8 File Folder 19 01 2010 13 18 04 a ai B ActivationReset File Folder 04 12 2008 16 22 48 B Alpharetta File Folder 04 12 2008 16 22 50 B ATIRageFix File Folder 02 11 2009 17 33 52 Boel File Folder 16 09 2008 22 12 36 B Documents and Settings File Folder 07 08 2013 10 41 30 B notiy File Folder 02 11 2009 12 39 16 BE NSMSOLRCE1 File Folder 24 10 2009 11 22 40 B Program Files File Folder 19 09 2013 15 29 34 B psdk File Folder 09 12 2008 12 52 42 5 i Ready T3 Files 25 165 858 bytes 1 selected 24 bytes we 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 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 152 NetSupport Manager v12 01 The local pane The local pane displays a Tree view of the directories of the Control on the Left hand side and a
33. 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 CtrI V 179 Integration With Explorer NetSupport Manager vi2 10 NetSupport Manager integrates directly with Windows explorer allowing you to launch key functionality direct from your system without needing to first start the NetSupport Manager Control By selecting a PC icon from within Network Places Neighbourhood you can establish a remote session and perform a range of common tasks Notes The functionality is only available if the NetSupport Manager Control component is installed A Remote Control session will only be established if the target machine is running a NetSupport Manager Client and the Client Name is set to the default Machine Name To use NetSupport Manager Functionality from within Explorer 1 Open Explorer from your desktop and navigate to Network Places Neighbourhood to find the list of available PCs 2 Right click on the required PC rr Workgroup File Edit View Favorites Tools Help Q Address a Workgroup Network Tasks le Add a network place view network connections Set up a home or small office network 2 Set up a wireless network for a home or small office gly View workgroup computers Show icons For networked UPnP devices Other Places 9 Microsoft Windows rk My Computer My Docume
34. 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 Note The standard NetSupport Manager Graphic in the User Acknowledgement Dialog can be replaced with a customised Graphic by placing an Icon file with the name helpdesk ico in the installed directory for the product on the client 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 to complete a task or close down files 218 NetSupport Manager vi2 01 View Acknowledgement Acknowledge switching to xxxxx view mode or higher Displays a prompt at the Client machine if while being viewed the Control User wishes to switch to a higher View Mode For example if the level is set to Control the prompt will appear if the mode is changed from Share or Watch The Client can choose to Accept or Reject the change Enable Smartca
35. See adapters below 255 NetSupport Manager v12 10 Adapters This list box contains the NetBIOS adapters that have been detected in your workstation Select one or more of these adapters for use in the control NetBEUI is the most common adapter used here as it is used primarily by Windows systems The adapter numbers will vary from workstation to workstation but the names will remain constant Test Press this button to test the NetBIOS stack and determine the adapters available You can also display detailed information about each adapter found 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 a Settings for Configuration Standard T General HTTP 4 o Connectivity V Use HTTP Pot 443 23 TCP IP 3 IPX 3 NetBIOS 23 HTTP 23 PIN Server 83 Remote Dialup a X Security 3 Settings Use HTTP Check this box to enable the Client to communicate over HTTP Port NetSupport Manager s default port for HTTP communications is 443 256 NetSupport Manager vi2 01 Note In version 9 10 Port 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
36. Text Labels Hides and displays text labels on the Video Player toolbar Toolbar Hides and displays the Video Player toolbar Status Bar Hides and displays the Status Bar of the Video Player Zoom Resizes the video screen Play Menu The Play drop down menu contains the following options Play Starts the loaded video file 146 NetSupport Manager v12 01 Stop Returns to the beginning of the loaded video file Pause Blanks the Clients video screen and pauses the video file at the Control workstation Start Returns to the beginning of the video file End Fast forwards to the end of the video file Mute Clients If Clients are not using headphones while they are watching a video the sound coming from each workstation can be distracting This option turns audio off at the Client workstations but leaves it on at the Control machine Help Menu Provides access to the on line Help and general Version information 147 NetSupport Manager v12 10 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 If the PCs are configured for Audio any narration that takes place can also be recorded 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
37. Windows XP machines that have this applied Without this change an additional log off log on cycle is required to effect installation 33 NetSupport Manager v12 10 Install Configuration Options dialog When performing a silent installation or using NetSupport Manager Deploy you can customise the installation to suit individual requirements This dialog accessed by running INSTCFG EXE from the NetSupport Manager program folder if performing a silent installation or if using NetSupport Manager Deploy via the Install Properties general tab enables you to specify the properties for the installation The information is stored in a parameter file NSM ini Install Configuration Options Untitled n mE File Help I Client Install Desktop Icons 5 T I Configurator r I Control E p Install Start Menu Items r f I Gateway z I Remote Deployment Utility r I Scripting ja Run Client Configurator to create the client strings and paste into the box below Client Parameters Install Directory Leave blank for default OK Cancel Help Select the relevant check boxes to indicate which NetSupport Manager components will be installed Choose whether to create a desktop icon for the Control the School Tutor and the Tech Console and Start menu icons for the components you are installing Client Parameters Optional If you have created a particular Client Configuration file for use after the inst
38. a E sa a a a aa aaan 133 Showing the Control screen to Clients ssssssrssresrssrrrrrrrserrrrennns 135 Showing a Client s screen on a number of Client screens 139 Show Applicationias yieseiis ei ieteaavied aetna viel vated 140 Audio SUPPOM pari ai p iE E E NE AAE E Ei 141 Audio ANNOUNCEMENTS ssdirssiuyiat eienaar na test dadaan aaa 142 Adjusting Microphone and Speaker Volume eeeeeeeeeeeeee 143 Video Player SUPPOM rreo a a bee E E R 144 Video Player Control Panel ceeeeeeee sees ee ieina ideaa niana 146 Replay FICS aai tances etdtend eeudigvedeladyRavadedabacteas Ma nenwasenededietes 148 Recording Local ACtivity ccceceeeeeeeeeeeeeeeeeeeeeee eee aai 148 Recording Replay Files At Client PCS c eeeeeeeeeeeeeeeeeeeeees 149 Watching Recorded Replay Files c sceceeee cece ee eeeeeeeeeeeeeeeeas 150 Showing Replay Files to Clients cceceeee cece ee ee ease eases eeeeeees 151 File Transfer arane venus E E E EN ew bies atv Pbnen zine 152 The File Transfer WindOW arrssrisinai raent aaa a eaa ai 152 Copying FileS and FOIMEIrS lt ccccceeeceteseeceectecesenaeeeeenesneceaeenees 154 To transfer files between Clients cceceeeeeeeeeeeeeeeeeeeeeeeeees 156 Deleting Files and Folders c ccceceeeeeeeeeeeeeeeeeeeeeeeaeaeaeaeeaees 156 Creating Folders oera raea an ARa DEBERE aa RENTED 156 Renaming Files ira fennen aig eia a a Ean 157 Changing File Attri
39. a tie 276 NetSupport Manager v12 01 Report Driver used When you connect to a client a dialog box will appear informing you of the printer Driver that has been used If no matching Drivers were found you would be informed whether you check this box or not Notes e Print output is captured only from the port to which the default printer is attached Note that the Client may change this when Print Capture is enabled as described above The Windows NT Client captures print output from DOS programs from the port to which the default printer is attached If you experience problems with the Windows Client try e Disable fast printing direct to port at the Client Removing any connection to a network printer at the Client Change the printing priority at the Client to Low in Print Manager Options Background printing Update Configuration Standard Check this box to update the currently selected Configuration Note If you are editing the Client Settings any changes you make to this property sheet will only apply while you are connected to that Client If you wish to make your changes the Control default check the Update Configuration option 277 NetSupport Manager v12 10 Audio Settings This property sheet provides configuration options for using Audio Support 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 mak
40. a window containing all of the printers configured on your local workstation Capture to File Allows you to redirect the Client printing to a file that can be printed later This file can be on a local or network path Browse A file browse window will appear when you select this option allowing you to find a location for the capture file Use Client Printer Driver Clients try to use the correct driver for the Control s default printer by changing the default printer on the Client workstation although not all applications notice this For this to work you need to install the appropriate printer driver on the Client and assign it to LPT1 LPT2 or LPT3 On Windows the user can change the printer name in Control Panel Printers or Settings Printers To handle this situation you can specify a list of printer names and Drivers in this field For example HP DeskJet 520 DESKJETC HP DeskJet Where HP DeskJet 520is a printer name that the Client might recognise DESKJETC is the name of the Driver file for this printer at the Client optional DRV assumed HP DeskJet is another printer name that the Client might recognise When Print Capture is enabled the Control sends this information to the Client and the Client then looks for the closest match in the Drivers installed on the Client workstation The Client ignores the name of the Driver file the Clients match this preferentially using the printer name only in case of
41. and the quicker the browse will complete 260 NetSupport Manager vi2 01 Security Options The Control Configurator provides a wealth of security features categorised as follows Settings Event Logging Replay Files User Permissions Security Settings Settings for Configuration Standard General Settings Password Securty Key 3 PIN Server 23 Remote Dialup E Prompt for Additional Information when Connecting V Try last usemame before displaying login prompt fo3 Advanced V Use Compression Use Encryption 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 Manager Licence File 261 NetSupport Manager v12 10 Prompt for Additional Information when 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
42. b tESuscrry piii aan e aa 157 Print File Transfer LiSt m issiisidscar iener nna ia aiaa na boi 158 Synchronising FOlders cccceceeeee cece ee ee eens ee ininda adiada 159 Arranging multiple File Transfer WindOWS sssseeeeeeeeeeeeees 159 Applying a filter to files in List view cceceeeeeeeeeeeeeeeeeeeeees 160 Changing the View format in the File Transfer Window 161 Changing the sort orders in a File Transfer Window ssec 162 File DIStFIDUTION isis te cacacean aa a e E e Hl idigad coven cecendaned gaan 163 The File Distribution WiINdOW ssssssssssssssrrssrssrssrusnrnrrnerrrrenrns 163 Distributing Files irain n eia a A AE aiaa 164 File MANAGED pensr ia a Ena aai a P Aia aT aa iniaa 166 The File Manager WINdOW sssssssssssrssrsrrssrnsrrennnurnrnnurnnernrnnnrns 166 Managing Files on the Control workstation eeeeeeeeeeeees 167 Control Client Chat Sessions cccccceeeeeeeeeeeeeeeeeaeeaeeaetaneeseenees 169 Disable Chat SesSSiONS s i ccstccceciescccaedenseeue cis deaeadedindeccesacsaadeanes 172 NetSupport Manager v12 10 Sending Messages to Clients ceceeeeeeee eee eee e eee eee etna tees eeea es 174 Dealing with Help REQUEStS c ccceee cece eset nets tees ee ee ee eeeeeaeaeaeaeas 175 Capturing a Client s printed OUtpUt cceeeee cece cette tenes teen ee ee es 177 Remote Clipboard i cic cawve stolen cea tvas tabs cise ches aaa K aan chad aAA 178 Inte
43. bit on Intel EM64 and AMD64 platforms The NetSupport Manager Windows Installer can be used to install the NetSupport 64bit Client for further information please visit www netsupportsoftware com support System Prerequisites Some areas of NetSupport s functionality rely on the presence of certain files applications please ensure these are available before installing NetSupport Manager PC requirements Windows 10 8 and 8 1 32bit and 64 bit Windows Server 2012 Windows 7 32bit and 64bit 2008 32bit 64 bit and R2 Vista 32bit and 64 bit 2003 Service Pack 1 and XP Service Pack 3 and above TCP IP HTTP or legacy IPX and NetBIOS NetSupport Manager offers full integration with thin and zero Client environments as well as compatibility with MultiPoint MultiSeat and virtual desktop environments from WYSE Technologies Microsoft HP NComputing X series and L series MiniFrame SoftXpand and many others Note To use the Pin to Taskbar feature in Windows 7 or later you will need to remove certain words from the Reserved Word list Please refer to knowledgebase article 582 for further information www netsupportsoftware com support Linux requirements At the time of release the NetSupport Manager Linux client supports OpenSUSE 11 2 and later SUSE Enterprise 11 SUSE Enterprise Server 11 Ubuntu Edubuntu 9 04 and above Debian 5 and 6 Red Hat Enterprise Linux 6 Linux Mint 9 and above an
44. 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 Pe DOT 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 154 NetSupport Manager v12 01 Notes The selected item s can also be dragged from the Control List and dropped into the destination drive or folder in the Client View Files can be dragged from the Control Windows Explorer and dropped directly into the Local or Remote pane To copy files and Folders from a Client to a Control 1 Ww N Select
45. can locate PCs that have vPro capability and perform a variety of functions All PCs with vPro capability will be displayed in the List view Search Displays the results of the last search performed You can search for Clients by logged on user name PC name address or all This folder will only be displayed if you have performed a search 73 NetSupport Manager v12 10 Remote Networks This refers to Clients that have to be connected over a dialup link They may be Clients on a LAN in another building or even standalone workstations In either event they are referred to as Remote Networks and the information concerning the telephone number to dial and the type of connection is stored in this folder This folder is hidden by default To view this select View Settings for current configuration Control Interface Settings and clear the Hide Dial Directory check box Internet Gateways The primary role of a NetSupport Manager Gateway is to facilitate seamless Remote Control between PCs that may 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 Automation Scripts created using the NetSupport Manager Script Editor can be added to this folder List view shows the names of each script and enables you to add new scripts to the list 74 NetSupport Ma
46. ce caret ceases ethane ite DE dua EAA R ELE ete 111 Client Power Off ecrire a tied sin hada tadniste ea A biden ANE ai aaa 112 Rebooting or Logging out Clients ssssssssssrrssrsrrserrrnrsrrsennrnenrnnns 114 Sending Ctrl Alt Delete kiia aaa iaaa 115 VIEWING aeisi aN a Ao a E a 116 The View WINd OW aiiiar nas andana kaani iaa iraina Drita a Aaa 116 Viewing Clients ecg ipia inea a a a TNE ai 118 VIEWING MOdES edane ae rnani EE AA EOT tots 119 Maximising the View Area ssssssssssssrssrrrnssrnsrnrrrnsrnernnrnnerrsrens 119 Viewing multiple Client screens simultaneously 0 eeee 120 Blanking the Clients screen while VIeWInNg sssssecsscrererererrren 120 S ale to Fit Modedern aaia ces ade T a BEEE Ea 121 Displaying the View Settings for a Client ceeeeeeeeeeee ees 122 NetSupport Manager v12 01 SCANNING foisted onic tive tind ctire A be dente enh A cream area bos wante nies 123 Scan one Client screen at a tiMe ceeeeeeeee ee ee eee ee ee ee ee eeeeeeeees 123 Scanning Multiple Client SCreens cceeeeee cece eee ee ee ee ee eeeeeeeeee 124 The Scan WiNdOW seisd aaa amaa aieiaa aia a a a aaia a raian 125 Thumbnail View Monitor Mode sssssssssssssssnsnsrrrrrrrrerrrrrrrrrrrersene 128 Organising Clients in the List VieW sssssssssssssrssrerrssrrerrrrrnerrrrrses 129 Launching Applications ssssssssrsssssrrsrrrrnssrnrnnnnnnurnrnnnnnnnnunnnnrnnnn 130 User Defined TOOIS aiea a aa a a
47. colour depth when showing to Clients By default this will be set to 256 high colours Show Hotkeys To ensure that all actions performed by the Control are visible to Clients during a Show you can enable the use of hotkeys Any key combinations that the Control uses e g CTRL V will be displayed in a balloon at both the Control and Client screens 286 NetSupport Manager v12 01 Send 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 its own internal font mappings to find an appropriate match to the one that has been sent In most cases the same 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 287 NetSupport Manager v12 10 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 Settings for Configuration Standard General Settings Connectivity Display Options W Se
48. connect to Clients Once enabled select Add and enter the user details and set a password 94 NetSupport Manager v12 01 Redundancy tab i NetSupport Connectivity Server Configuration Utility Se General Keys Operators Redundancy Licenses Securty You can set this Connectivity Server to operate as a backup secondary to your primary Connectivity Server JV Operate as secondary Connectivity Server Primary Connectivity Server Port 10 0 1 124 443 Note Any changes made on this page will require the Connectivity Server service to be restarted manually Operate as secondary NetSupport Connectivity Server You can set up a secondary NetSupport Connectivity Server to take over when the primary NetSupport Connectivity Server is not available The secondary NetSupport Connectivity Server will act as a backup and once the primary NetSupport Connectivity Server is available the Clients will switch back to this but it will not disrupt any active remote control sessions Select this option if you wish to use this NetSupport Connectivity Server as a secondary NetSupport Connectivity Server Primary NetSupport Connectivity Server Enter the IP address of your primary NetSupport Connectivity Server Port The NetSupport Connectivity Server uses HTTP Port 443 by default 95 NetSupport Manager vi2 10 Licenses tab B NetSupport Connectivity Server Configuration Utility x General Key
49. e N a e E a tes 204 Dial in Bridge Settings as naiinitan uani eaaa anian Diadasia dara 205 Advanced Setting es aria iea eaaa a aaa a a iniia 207 Security ODUUONS siesena ea a a a a a A Eiaa 208 General SettingS marrei e a a Ea guides 208 Access Privileges BaSiC sssssssssssrssrerersrnsrrrrnnsrnsrrrrnnsrnrinns 210 Access Privileges Advanced s sssssssssrsssssrrssrrrrrsrrerrrrrssrrrres 212 USEr Validation snpra e aan OEE EET EENIA 215 User Acknowledgement Options ssssssssssrrsrrssrssrrrrrrrrsererersrs 217 Enable Smartcard LOGON insira ennei daiat ai it iaai 219 CONNECE OPONSE aa aeae ana ae A EAT week 220 Disconnect OPtlONS is iveick aan m aa aa A A an a Ea eaa Taa a sted 222 Protect Configuration SettingS sesssssssssrsrrssrrrrssrrerrrrrrerrrres 224 File Transfer Setting Ssss sisirin a iiaa piai 225 Replay File SettiNg Saia e na i a a iadaaa 226 Event LOGGING siscicssecsvceianecieuecectiatsaw i a kenaa EANA TEAVAD n i en 228 Remote Control Options ccccceceseeeceeeeeee a a a A E EA 231 VIEW SettiNgS siese seniai nee ana aN aea bees ati S NEN dete 231 Show Settings diinidaniu andai aaa a aaa Anada aAa 234 NetSupport Manager v12 01 Audio SCUEINGS a a A E cate ENOG aa aeia 235 Client Interface Options tinin a a e a e ana 237 Client Setting S isee eii a aT aia Uaa SESCA EUWE 237 Help Request Settings rina an aa aaia aa a anan Diadan adsa 239 Customisable Text rapra yrna es a a Ea a ea Epaia 241 Profile OPtiOnS
50. each time they connect You will therefore need to find out their address each time you wish to connect This is done using the command line ipconfig 311 NetSupport Manager v12 10 NetSupport Scripting In this chapter Learn about NetSupport s powerful Scripting language and how it can be used to automate repetitive tasks 312 NetSupport Manager v12 01 NetSupport Scripting Overview NetSupport includes a powerful Scripting Language and Scheduler that allows you to automate the tasks you would normally perform repetitively in the NetSupport Manager Control For example you might set up a Script that runs unattended overnight to connect to a number of remote NetSupport Manager Clients and upload or download files to them This is a simple case but the Scripting also contains a wealth of Desktop Management functions such as the ability to interrogate Clients and retrieve information such as their free disk space what operating system they are running etc You could even use NetSupport Scripting to distribute applications by using a combination of File Transfer Remotely Execute Applications and edit the Registry Anything that you do manually with NetSupport Manager you can do automatically with NetSupport Scripting The following are just a few of the highlights A powerful structured language A wide range of text manipulation functions The ability to work with multiple connected Clients Local and remot
51. environment Starting NetSupport Manager Deploy 1 Select NetSupport Manager Deploy from your NetSupport Manager Program Group 2 The NetSupport Manager Deploy main window will appear 40 NetSupport Manager v12 01 NetSupport Manager Deploy Main Window E NetSupport Manager Deploy cool oto mesa File Deploy Tools View Help network ELogFiles security C E a I Microsoft Windows Network m cc INVHLI6 INVH127 INVH286 INVH308 INVH310 INVH325 INVH335 INVH33 K DEVELOPMENT D NS IO NSL fo PCI GROUP INVH333 INVH346 INVH357 INVH359 INVH360 INVH370 INVH371 INVH415 ID uk IE WORKGROUP wf TCPAP Network Gd Gd INVH419 INVH420 INVH430 INVH453 INVH454 INVH455 MATTS_DE NSLAPPOOL NSLAVOO3 NSLBACK NSLBESOOL NSLCRM002 NSLCRM003 NSLFILEOO2 NSLISA002 NSLMAIL003 SRPReeaeaHn aE NSLNETOO2 NSLSQLOO4 NSLSQLOOG NSLWEB0O3 NSLWEBOO4 NSLWEBD TESTCRMOOL TESTSQLOOL The Deploy Main Window is divided into the following sections Menu bar The menu bar contains a series of drop down menus that can be used to access the various tools and configuration utilities for the deploy process Left hand pane Contains three tabs Network Log Files and Security Network and Security tabs List in a Tree view the available Networks Domains and Workgroups that can be selected for a deploy routine Log File
52. 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 NetSupport Manager allows you do this by modifying the default settings for the current Control Profile 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 249 NetSupport Manager v12 10 General Settings Use this property sheet to give the Control a specific name If left blank the machine name is used fe Settings for Configuration Standard T General Identification a Control Name Description 3 PIN Server Bete User ID Remote Dialup N 7 id Message 4 Security Send Message sm Title 23 Settings te Startup Identification Control Name The name which the NetSupport Manager Control program uses when connecting to Clients to identify itself Under NetBIOS this name is registered in the NetBIOS transport Description Enter a description for this Control configuration Default User ID If User Validation
53. excels as a 1 many solution from monitoring multiple systems in real time to showing the operator screen to multiple recipients for training to file distributions across the network NetSupport Manager offers comprehensive multi platform support from Windows Mac iOS and Android to any Windows Mac Linux and Google Chrome OS devices This user manual contains instructions for installing and running NetSupport Manager 11 NetSupport Manager v12 10 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 As there 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 should be followed in sequence for example Client Broadcast Terminology Used Control Client Available Client Selected Client Connected Client Known Clients 12 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 H
54. existing Configuration file 1 Choose File Open from the Advanced Configuration Window drop down menu 2 Select the Configuration file you want click Open To set the Configuration file the Client will use The Configuration file that the Client uses when it initialises can be on the same workstation or on another workstation or server to which that workstation has access Multiple Clients can share the same configuration file for ease of Administration The Configuration file to use is set by choosing Profiles Client Parameters from the Advanced Configuration drop down menu To set the Client name 1 Choose Profiles Client Parameters and insert a Client name Note The Client name is separate from the Configuration file and is stored on the local workstation Make sure that you do not choose the same Client name as is used on another workstation Setting the Client name to be an asterisk is a useful strategy as the Client name will then be set to be the same as the Computer Name The Computer Name should always be unique To create a new profile 1 Open or create the Configuration file you want to use 194 NetSupport Manager vi2 01 2 Choose Profile Add from the Advanced Configuration Window drop down menu 3 Enter the name for the profile Note You can combine profiles from other Configuration files by choosing the Include File option This is useful where you are using Configuration files on the local
55. following measures are used to secure a NetSupport Manager Client They are ranked from most secure to least secure See the help in the Client Configurator for more information Physically protect access to the workstation Use a secure operating system such as NT and use its security to protect the workstation locally i e use NTFS and User profiles for NT Store the Client Configuration files in a secure area such as NT Server Set Client Profiles that restrict the access rights that individual Control Users or Groups of Users have to what they actually need Set a security key at the Control and Client This only allows Controls to connect to the Client only if they have the same security key For example you can use this function to provide someone in a department with access to their departments workstations only Use the audit log event log so you can determine who has connected and when 326 NetSupport Manager v12 01 Disable features at the Client that you know the Control User will not need For example disable File Transfer or set Watch Only if you don t want people to manipulate the screen For NT Client Workstations use the NT Security features such as validate USERID Set a password on the Configurator and restrict access to who can run it Password protect the Control workstation and set Control profiles for individual Users Set restrictions in the Control Profile for accessing certain f
56. for performing a set installation at several machines To perform a silent install 1 2 Create a distribution copy of NetSupport Manager containing the required NetSupport Manager installation files To determine the properties for the installation run INSTCFG EXE from the NetSupport Manager program folder The Install Configuration Options dialog will appear See The Install Configuration Options dialog section below for a full description of this dialog Your chosen properties are stored in a parameter file default name NSM ini Choose File Save and save the NSM ini file to the folder containing the distribution copy of NetSupport Manager To perform the silent install at the required workstation from the folder containing created above run msiexec i NetSupport Manager msi qn MSI installer setup S v qn setup exe installer Note NetSupport Manager can be installed via Active Directory The software installation group policy object GPO must be applied to organisational units OUs containing computer accounts rather than users Please note that for software installation to take effect immediately it is necessary to enable the Always wait for the network at computer startup and logon parameter in the Computer Configuration Administrative Templates System Logon leaf of the group policy controlling the computers that are subject to software installation This change will affect login times for
57. have initiated a chat session choose Chat Send Beep from the Chat Window drop down menu ONS Oi Oke 188 NetSupport Manager v1i2 01 Receiving Messages from a Control workstation Client workstations can receive messages from Control workstations These messages are automatically displayed on a Client s screen in a message box Message from XP SP3 24 September 2013 15 58 The serverwill be shut down at 6 00 pm this evening 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 189 NetSupport Manager v12 10 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 190 NetSupport Manager v12 01 Configuring the Client NetSupport Manager Clients are configured using the NetSupport Configurator This makes all the required changes to and sets up the initialisation commands The Configurator is started from the NetSupport Configurator Icon in the NetSupport Manager Program Group This will display the initial Client Configuration dialog You can also load the Co
58. in Share Mode If you prefer to start viewing in a different way change the style from the list provided Cache Size The NetSupport Manager Control contains a cache to help improve overall performance The cache sizes range from 256k to 16Mb and a separate cache is allocated to each Client connection If you are running applications on the Client that uses lots of or large bitmaps increase the cache size to improve the performance 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 other 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 Advanced Configurator and select Remote Control View and amend the Max Colour Depth to the required level 271 NetSupport Manager v12 10 Change DOS Font Use this dialog to select the font to use when displaying DOS screens This will be either from DOS Clients or Windows Clients running Full Screen DOS boxes Windows uses a graphic character set for displaying DOS Screens The higher the resolution that you are running Windows in the larger the font size you will need to set to get an ac
59. is required 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 userdomain username 250 NetSupport Manager vi2 01 Send Message Title Enables you to add a customised title to the Send Message dialog 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 Settings for Configuration Standard nee General TCP IP a Connectivity 7 Use TCP IP Port 5405 33 TCP IP Connect By Hostname DHCP WINS 23 IPX 3 NetBIOS 33 HTTP 493 PIN Server ote Dialup dvanced Test a Security 3 Settings ies s Browsing T Startup So Subnets used when browsing for clients Settings Broadcast Settings V Enable Broadcast Show and File Distribution Settings Wireless Network TCP IP 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 251 NetSupport Manager v12 10 Port This valu
60. log files during a remote deploy 52 enable at Client 228 log events at Control 263 logging in clients 109 logout 114 mac 53 managing Clients 295 See groups add a new Client 296 delete a Client 297 rename a Client 297 setting Client properties 299 managing files Control 167 Mandrake 54 max colour depth 231 messages customisable display text 217 222 messages sending 174 mobile control for iOS and android 57 modem at Control 258 setting up 307 using a serial link 308 monitor mode 128 configure settings 279 multiple subscriber number set at Client 205 set at Control 258 NetBIOS set at Client 202 set at Control 255 NetSupport features 14 netsupport connectivity server 88 NetSupport deploy 37 a Client configuration 47 a NetSupport license file 48 a NetSupport package 43 getting started 40 log files 52 main window 41 pre define settings 51 remote uninstall 49 num lock synchronisation 273 0 organising Clients See also managing Clients organising clients in the list view 129 341 NetSupport Manager v12 10 P parameters command line 330 silent installation 34 passwords 261 PIN connect 80 play sound during chat session 170 when help request arrives 175 pocket PC support 58 port number 103 for gateway connection 90 for HTTP connection 90 203 256 for TCP IP connections 200 power management Client power off 111 Client power on 111 p
61. machines you are deploying to 38 NetSupport Manager v12 01 Deploying on Windows XP and above To deploy NetSupport Manager on Windows XP Professional and above you need access to the Admin share on the remote machine in order to transfer the package to be deployed By default there is no access allowed to Admin share To enable network access 1 In Administrative Tools select Local Security Policy 2 Select Security Settings Local Policies Security Options 3 Select Network access Sharing and security model for local accounts 4 Alter the setting for this policy to Classic local users authenticate as themselves The Admin share will now be available and you can deploy as normal If upgrading from Microsoft Windows XP Service Pack 1 to Service Pack 2 Windows Firewall will by default block all network activity produced by NetSupport Manager To enable NetSupport Manager to function correctly we have provided a utility that will configure Windows Firewall To enable NetSupport Manager in the Windows Firewall Configuration 1 Download the ICFCONFIG EXE File link at www netsupportsoftware com support 2 Run this utility on a machine with NetSupport Manager installed using the following command ICFCONFIG e NSM 3 This will create all the required entries in the Windows Firewall Configuration to allow NetSupport Manager to function correctly The ICFCONFIG utility can also be used to remove a Net
62. name F Used with N restricts the control to only use the specified profile By including this parameter you prevent the Control User from being able to alter or add configurations Syntax PCICTLUI N FPROFILE NAME C Connect to a specific Client by name or address Syntax If connecting by IP address PCICTLUI C gt NN NN NN NN where NN NN NN NN the IP Address If connecting by name PCICTLUI CNNNNNN Where NNNNNN client name V_ Used in conjunction with C opens the View Window in share mode of the connected Client Syntax 330 NetSupport Manager v12 01 PCICTLUI EXE C gt NN NN NN NN V VC Opens a View Window to the connected Client in Control Mode Syntax PCICTLUI EXE C gt NN NN NN NN VC VW Opens a View Window to the connected Client in Watch Mode VS E G D U R Syntax PCICTLUI EXE C gt NN NN NN NN VW Opens a View Window to the connected Client in Share Mode Syntax PCICTLUI EXE C gt NN NN NN NN VS 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 Syntax PCICTLUI EXE C gt NN NN NN NN V E PCICTLUI EXE C gt NN NN NN NN VC E PCICTLUI EXE C gt NN NN NN NN VW E PCICTLUI EXE C gt NN NN NN NN VS E Connect to a defined group of Clients on startup Syntax PCICTLUI EXE GNNNNN where
63. 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 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 Viewing it 6 Click Show to start the Show The Client s screen that is being Viewed will be shown to the other Clients You can use features such as Scale to Fit and Full Screen to Show more of the Client s screen 139 NetSupport Manager v12 10 Show Application The Show feature enables you to display the Control screen to Clients However if a number of programs are open at the Control there may be occasions when you want to show a single application in isolation To Show an Application 1 Choose Tools Show Show Application from the Control Window drop down menu 2 The S
64. on Off Turn Audio off Talk Set the Control Audio to Talk function only Listen Set the Control Audio to Listen function only 143 NetSupport Manager v12 10 Video Player Support NetSupport Manager provides exceptional multimedia support with full Audio Video and Remote Control capabilities This section deals specifically with the use of the NetSupport Manager Video Player While the NetSupport Manager Video Player can be used for viewing a video file on an individual workstation the combination of NetSupport Manager s remote control capabilities with full Audio Support allows you to use this tool to enhance training sessions and demonstrations By running a Show then launching NetSupport Manager Video Player all Clients will be able to watch video files from their own workstations with full audio support The Video Player supports all standard video files for example avi and mpg The Video Player runs locally on each Client workstation while the video file can be accessed locally or on a network drive If video files are stored locally network traffic is restricted to video player controls and synchronisation and is therefore minimal making it possible to control video sequences running on a larger number of workstations simultaneously If video files are stored on a network drive and Clients have to retrieve files across the network there will be a greater impact on the network For optimum performance store the video files l
65. remotely reboot or logoff Client workstations either individually or by selected group To reboot or logout a Client 1 2 Ww 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 toolbar 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 114 NetSupport Manager v12 01 Note Make sure that all workstations within the group are available and not being used by ot
66. specify the folder containing the Client Configuration file that is to be deployed The default configuration file is CLIENT32 INI and is stored in the NetSupport Manager installation directory Click Edit to access the Advanced Client Configurator in order to make changes to the Configuration file See the Advanced Client Configuration section of this manual for more information You can specify additional Client parameters if required For example this may be the location of an additional Configuration file to which you want to add specific user credentials Name and password For the new settings to take effect immediately by default the Client Service will be automatically restarted after the deployment If not required uncheck the Restart the NetSupport Manager Client service box Click OK to return to the Summary dialog You can view the contents of the configuration file by clicking on the file name Click Deploy A progress dialog will appear enabling you to monitor the status of the deployment Click Close when complete 47 NetSupport Manager v12 10 Deploy a NetSupport Manager Licence file When installing a NetSupport Manager package a license file is sent to each workstation However there may be occasions when the license information needs updating For example you have purchased additional licenses and the license file needs updating to reflect this By using NetSupport Manager Deploy you can remotely update t
67. 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 INSIDE 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 Client 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 54
68. the Client32 INI from the Client Configurator dialog box To save changes made to a Profile 1 Choose Save from the File drop down menu in the Client Configurator dialog box Or Click the Save icon on the toolbar To restart the Client from the Client Configurator dialog box 1 Click on the Restart icon on the toolbar A dialog with the Client information and licence details will appear Or 1 From the File drop down menu choose Restart Service 2 A dialog box will appear informing you that the Client32 Service is being started 3 A dialog with the Client information and licence details will appear 317 NetSupport Manager v12 10 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 However on a local LAN if either the Control and or Client are low specification wor
69. the Control to emulate keystrokes on the Client at the BIOS level rather than the Hardware level Use this if an application at the Client does not appear to be correctly accepting keystrokes from the Control Only use this option if you are experiencing problems with the default low level keyboard option 269 NetSupport Manager v12 10 Confirm Switch to Full Screen When this box is checked you will be prompted to confirm switching to Full Screen Mode Full Screen Checking this option will force the Control to view a Client in Full Screen Mode rather than in a windowed mode 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 Screen Scrape NetSupport Manager s favoured and the most efficient method for capturing screen data is to hook into the Video Driver of the workstation being viewed However there may be occasions when this method will not work because certain applications bypass the driver In these circumstances you can enable screen scrape mode in order to take a snapshot of the screen Although this will have a greater impact on the network it will at least provide an accurate representation of the Client s screen Scrollbars You can turn off scrollbars on the View Windows by un checking this option This is useful when us
70. the InstallShield Wizard for M NetSupport Manager The InstallShield R Wizard will install NetSupport Manager on your computer To continue click Next WARNING This program is protected by copyright law and international treaties 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 directed to exit from the install program Licence Information Select Register and enter the NetSupport Manager licence details you have been provided with If you are evaluating NetSupport Manager select 30 day evaluation and click Next 24 NetSupport Manager vi2 01 Select Setup Type J NetSupport Manager InstallShield Wizard Ss Setup Type Choose the setup type that best suits your needs M Please select a setup type Typical Ca Installs Client Control Configurator Remote Deployment Utilities Scripting and Help files with Desktop and StartMenu shortcuts Client Installs Client Configurator and Help files with StartMenu shortcuts only Custom Choose which program features you want installed and where they will be installed Recommended fo
71. the announcement then click Announce 3 A dialog will appear indicating that you can now announce Click OK when you have finished speaking 142 NetSupport Manager vi2 01 Adjusting Microphone and Speaker Volume You can adjust the audio settings within NetSupport Manager to match the capabilities of your multimedia workstations or to fine tune performance However you should note that the higher the quality of sound you select the greater the volume of data that needs to be sent This can affect screen update performance on slower workstations To Access the Volume Controls 1 Right click on the speaker icon in the task bar To change other options such as sound quality do one of the following Global Method Changes default setting for all Clients 1 Choose View Settings for Current Configuration Remote Control Audio from the Control Window drop down menu Individual Client Method While Viewing 1 While Viewing the Client 2 Choose View Settings for Client Audio from the View Window drop down menu Or Click on the Settings button on the View Window Toolbar and select Audio Or Click on the Audio button on the View Window Toolbar In both cases the Audio Setting dialog will be displayed This allows you to set the following properties Volume Settings adjustments Threshold Microphone sensitivity Microphone Volume of microphone Speaker Volume of speakers Enable Options On Turn Audio
72. the user at the Client explicitly accepts the request the connection will be refused Except when no NT User Logged ON Only applies when User Acknowledgement has been set This means that the Client can be configured to allow remote control when the workstation is at the log in screen The Control User would have to have a valid ID and password to be able to log in Except when connecting as current logged on user This enables you to bypass User Acknowledgement if the remote connection is being made using the username password of the currently logged on user For example if a user locks his office workstation at the end of the day they can then connect to it from home without having to physically accept the connection at the remote machine User Validation must be set to allow connection 217 NetSupport Manager v12 10 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 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
73. this is an NT workstation and you have elected to use the NT Security option to validate the Control Users ID and password then you do not need to specify the user name and password However you may still wish to set this option to provide an additional filter when using NT Security validation to restrict access to particular NT Users and determine which Client profile they will use e Rather than continually prompt the Control User for a username a default ID can be set in the Control Configuration General settings 215 NetSupport Manager v12 10 NT Options Authenticate User and Password with NT This only applies to NT Clients If this option is set then the user ID and password entered at the Control must be a valid NT ID on the Client workstation or its default domain Restrict Access to members of the following groups You can further restrict access by specifying groups Click on Browse to select a group s Enable Smartcard Authentication If this option is selected then the Control will be required to enter a USERID and password as well as the Smartcard and pin to connect to the Client Active Directory Options If in use you can configure the Client to validate a user connection against members of the groups defined within Active Directory A connecting Control will be prompted for their user ID and password which will be validated against the Active Directory Restrict Access to Members of the following Groups
74. to initiate a connection to the Control the default registered port is 5421 Set IPX connection eXprogram Files NetSupport NetSupport Manager client32 ini Master Profile a Connectivity IPX 53 TCP IP 7 Use IPX 3 IPX 3 NetBIOS 3 HTTP 23 PIN Server 23 Dial in Bridge 3 Advanced T Security Test ts e Client Interface e Profile Options By rminal myi Terminal Services Cancel Help Use IPX Check this box if you wish the Client to be able to communicate over IPX SPX Press TEST to check that the protocol is correctly installed on this workstation 201 NetSupport Manager v12 10 Set NetBIOS connection C Program Files NetSupport NetSupport Manager client32 ini Master Profile x 9 Connectivity NetBIOS 23 TCP IP v Use NetBIOS gS IPX Adapters select one or more NetBIOS Io amp HTTP 0 Not found 23 s 1 TCP IP NetBIOS 3 PIN Server 2 Not found 23 3 Dial in Bridge 3 Not found 23 Eee 4 Not found 23 d dvanced 5 Not found 23 Security 6 Not found 23 7 Not fou 3 Remote Control ANSE und 429 Client Interface a Profile Options Terminal Services Lest Use NetBIOS Select this check box if you wish the Client to be able to communicate over NetBIOS NetBEUI If you are using NetBIOS you must also select a NetBIOS adapter number Press TEST to check that the protocol is correctly installed on this worksta
75. vices aoea e e a EE NEE 242 Terminal Services SettingS cccececeeeeeee ee iani idii ik dnia 243 Configuring the Control ccecseeeeseeeeeeeeeeeeeeeeeeeeeeeeeeeae 245 Configuring the Control cceceeeeeee cece cette eee eee eee nena eens ee ea es 246 Multiple Control Profiles ccceceeeee cece este ee ee ee ee ee aa 248 Adjusting Client Settings for a Control Session eeeeeeeeee 249 General Setting SiE cee a A EE E badd ganedeegnet 250 CONNECEIVIEY OpLONS sssrin dienian ereina aur a Naa Nta 251 Set TCP IP Connection aiarad intrii kaiia ianiai ia taiii 251 S t IPX CONHECO cx sis amn a E AE E E RuaaevTAGdes 254 Set NetBIOS COonnecthOn ws senses tennara aaan Sea 255 Set HTTP CONMECHON rei airean aaien a inania 256 PIN SEVE a bai ae avian nat ste aa N pee EA a A saat a EAG 257 Remote Dialup SettingS cccceceeeeeeeeeee seen eee eeeeeeea ea ea eae eeees 258 AdVaANCEdSCEINGS vices cc siicesagercdendeatesh sasevcedane deat pas aN i 260 S curity OptionS 45 seco a a es fase AA as eat ay ede eas 261 SECUrIty SeEllIN GS xtc iiecaccitaes a A EEE AEREE etree 261 Event LOGGING siseccvstacerendciscececenscd ad cctsenedeguedactstianeageanaededa beet 263 Replay FilCS tepisccctindeieceeds otaveagiet cantata a A A ataia 264 User PerMiSSiIONS ccceceee teeter eee ene ee nee net eee n y A A 265 Startup SetlingS 0 aseinani iaa ce ae neve Si a tae eee 266 Remote Control S ttingS ccccidcricesttasvar
76. when the configuration is not running as an Administrator Check this box to prevent the user running this configuration from changing any settings from within the user interface 265 NetSupport Manager v12 10 Configure User Interface This check box is only available when the configuration is not running as an Administrator and Change Settings is checked Check this box to prevent the user of the configuration from altering any settings that affect the User Interface Startup Settings This section configures the options that affect NetSupport Manager at startup You can connect to a Client Group or Remote Network or even perform a Browse This enables you to perform a repetitive task that you would normally do every time you start the Control Settings for Configuration Standard T General At Startup a Connectivity E Dial Remote Network Connect to Client E Connect to Group V Browse for Clients starting with SALES Icons These options are only available on non Administrator Configurations Car ee At Startup Dial Remote Network Check this box if you want to dial a Remote Network when the Control starts When this item is checked the list of remote networks configured is enabled Select one of these networks to continue 266 NetSupport Manager v12 01 Connect to Client Check this box to connect to a Client when the Control starts All of the clients in yo
77. 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 will be able to enter keystrokes and mouse movements The user at the Client will be locked out To change the View mode 1 Select the mode Share Watch or Control from the View Toolbar Or Press PAUSE ALT keys and select Watch Share or Control from the View Window Client drop down menu Maximising the View Area Viewing a Client in Full Screen Mode maximises the View Window What you see is exactly what would be seen on the workstation you are Viewing To maximise the View area 1 Choose View Full Screen from the Client View Window drop down menu Or Click on the Full Screen icon in the Clients View Window toolbar 2 The Full Screen dialog will appear By default NetSupport Manager will provide you with a floating toolbar while in Full Screen mode 119 NetSupport Manager v12 10 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 scre
78. will need the HTTP Port manually reconfiguring to ensure compatibility PIN Server 7 Settings for Configuration Standard T General PIN Server a Connectivity 83 TCP IP PIN Server Address Port 10 0 1 152 443 Use a proxy server to connect to the PIN Server PIN Server Remote Dialup anced Startup Copy Settings from Gateway Copy Gateway 1 x PIN server PIN server address Enter the IP address of the workstation where the PIN server is installed Port The default port number for the PIN server is 443 Use a proxy server to connect to the PIN 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 257 NetSupport Manager v12 10 Copy settings from Gateway If you have set up a NetSupport Gateway you can use the same settings for the PIN Server Select the Gateway to copy the settings from using the drop down list and select Copy The Gateway address and port from the selected Gateway will be used Remote Dialup Settings This property sheet provides configuration options for the Dial up Settings for Remote Networking Before you can dial remote networks you must enter information about your modem hardware To dial a Bridge at startup select Configure from the Networks drop down menu and click on the Startup option Settings for Configuration Standard T General Modem a Connec
79. workstation but want to include information stored on a central configuration file or vice versa For example if the local workstation was using a different NetBIOS adapter number Each profile contains a number of property sheets where the actual parameters are set To edit an existing profile 1 Open or create the Configuration file you want the Client to use 2 Select the profile you want to edit 3 Choose Profile Edit from the Advanced Configuration Window drop down menu 4 Edit the profile Note If you leave the check boxes greyed the settings from the master profile will be used 195 NetSupport Manager v12 10 Basic Client Configuration For use in a simple environment where you do not require the Client to react differently according to the Control User connecting to it and do not need to enable disable individual functions To open the Basic Client Configurator 1 Open your NetSupport Manager Program folder by choosing Start Programs NetSupport Manager NetSupport Manager Configurator from your operating system menus Or Double click on the Configurator icon in the NetSupport Manager Group 2 Select Basic The Basic Client Configurator covers three areas e Connectivity e Security e Audio NetSupport Client Configurator T Connectivity TCP IP Security v Use TCP IP Pot 5405 t Audio Select IP Address to Listen on an a Multicast address 225 1 1 1 ltet Cancel Help
80. 1 123457 specify 6 or 7 206 NetSupport Manager vi2 01 Advanced Setting E y C Program Files NetSupport NetSupport Manager client32 ini Master Profile 4 3 Connectivity Advanced Tickle Period 18 sec PIN Server Dial in Bridge lgo Advanced Security V Auto configure for XP SP2 firewall Remote Control Client Interface e Profile Options T Terminal Services Tickle period While a Control is connected the Client sends Tickle packets to the Control to verify that it is still alive You might like to disable tickle packets for ISDN links but be aware that the Client may then not detect that the Control has disconnected unexpectedly The normal period between tickle packets is 18 seconds but you can increase or decrease this value Setting this to zero disables tickle packets entirely Auto configure for XP SP2 firewall Enabled by default ensures that the NSM Control and Client continue to function for those users who upgrade to XP Service Pack 2 207 NetSupport Manager v12 10 Security Options These property sheets are used to set security at the Client General Settings Used to set passwords to protect the Client configuration and to prevent unauthorised access to the Client NetSupport Client Configurator Ex Connectivity Identification a Security 3 General 23 Access Privileges Audio Configurator Password Client Name machine name MARKETING
81. 127 NetSupport Manager vi2 10 Thumbnail View Monitor Mode Thumbnail view or Monitor mode allows a Control to display a thumbnail view of all connected Client workstations simultaneously 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 Eien OREN D 8 p 0 amp w ACEM er 2 Do YD r S or a fel RAE T Os a Os o Ox E SRE g me a he 4 m J ew a e s z o osetis olsteki Qa m a a a m Rw 5 s go a 2 a B a To switch to Thumbnail view 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 Display icon in the Control window and then select the Thumbnail icon under Display mode The List view will display each Client thumbnail By mousing over a thumbnail you can zoom in to that screen Double clicking a thumbnail will open a view session to that Client right click and you can select from the full range of available Client features For example by selecting multiple thumbnails you can invite those Clients into
82. 204 set PIn server at control 257 set TCP IP 200 251 connectivity server 88 contact us 336 Control adjusting microphone and speaker volume 143 audio announcements 142 audio support 141 capture Client print output 177 chat to Client 169 clipboard 178 connecting to Clients 79 connecting to Clients different protocols 84 Ctrl Alt Delete 115 dealing with help requests 175 disconnecting Clients 108 executing applications 130 features 14 file distribution 164 file manager 167 finding Clients on a gateway 77 finding Clients on the network 77 Internet use over 310 logout 114 managing Control files 167 messages sending 174 power management 111 quick connect 83 reboot 114 recording replay files 148 scanning clients 123 security See security at Control NetSupport Manager vi2 01 set name 250 showing a Client s screen 139 showing the Control screen 135 starting 61 user defined tools 133 video support 144 viewing a Client 118 Control configuration create desktop icons 248 multiple profiles 248 control configurator vPro 291 Control Configurator 246 advanced settings 260 audio settings 278 configure interface settings 279 connectivity options 251 Control interface settings 279 event logging 228 263 file locations 292 file transfer settings 225 288 general settings 250 help request settings 284 keyboard mouse settings 273 print capture settings 275 protect configuratio
83. 21 is registered for this purpose 103 NetSupport Manager v12 10 Connecting to Controls and Clients INSIDE 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 Connect 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
84. 4 This will display the Create New Group Wizard This will guide you through the process of adding or removing Clients in your new Group Note Clients specified in a sub group will also appear in the Group above it NetSupport Manager v12 01 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 Add 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 and 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 Pro
85. 5 916 K ScreenHunter exe 20 776 K taskhost exe 7 840 K Note The close process application features are disabled by default To enable choose Advanced Client Configurator Access Privileges Services tab 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 unless this facility has been disabled in the Advanced Client Configurator Access Privileges dialog A Name E ActiveX Installer AxInstSV E Adaptive Brightness P Adobe Acrobat Update Service E Adobe Flash Player Update Ser P Application Experience E Application Identity E Application Information E Application Layer Gateway Serv E Application Management E ASP NET State Service P AviTice DMS Client gt Background Intelligent Transfe P Base Filtering Engine E BDESVC E Block Level Backup Engine Serv E Bluetooth Support Service Description Provides User Account Control validation for the inst Monitors ambient light sensors to detect changes in Adobe Acrobat Updater keeps your Adobe software This service keeps your Adobe Flash Player installati Processes application compatibility cache requests f Determines and verifies the identity of an applicatio Facilitates the running of interactive applications wit Provides support for 3rd party protocol plug ins for I Processe
86. At the required Client workstation s choose NetSupport Configurator from the NetSupport Manager Program Group The NetSupport Client Configurator will appear 2 Choose the Advanced Configurator option and select the profile to amend 3 From the list of Configuration options select Client Interface Client Settings 4 Check the Disable Chat option Click OK 6 Save the Profile and restart the Client ul The Chat option will be unavailable at the Client 173 NetSupport Manager v12 10 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 Or Right click and choose Message 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 Click Send Send Message x Send a message to All available Clients Broadcast All connected Clients Currently selected Clients The telephone system will be offline for 10 minutes at 5 00 pm Show this message for sec Csen Cancel Help The Message will be displayed in a dialog at the Client screens a
87. Cance ae Help 3 Choose the required connection method Client name Logged In User Name or Network Address and Protocol 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 A dialog 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 83 NetSupport Manager v12 10 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 e If you are using the IPX network transport the address is in the form gt 000001 12345678 e If you are using NetBIOS the Client PC s address is the registered NetBIOS network name of that PC Connecting to Clients on different Protocols NetSupport Manager supports connecting to Clients on multiple transports The four supported transports are IPX TCP IP NetBIOS and HTTP Within NetBIOS there are 8 logical adapters Transports can be configured and tested within the Connectivity option of the basic or advanced Client Configura
88. Client The usual Client icon will appear in the system tray The CE Client Configurator utility will be installed at the Control PC in Program Files The Pocket PC must 58 NetSupport Manager v12 01 be connected to the Control in order to configure the Client options 4 With the Client installed the Control can connect and open a standard view session For information on currently supported features please visit www netsupportmanager com mobile asp 59 NetSupport Manager v12 10 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 60 NetSupport Manager v1i2 01 Starting the NetSupport Manager Control To start the NetSupport Manager Control program 1 Double click on the NetSupport Manager Control icon in your NetSupport Manager Program Group Or Choose Start Programs NetSupport Manager NetSupport Manager Control from your operating system As NetSupport Manager initialises you will see a window in the middle of your screen with the NetSupport Manager logo and version 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 sim
89. Control Window is active 2 Choose Window Tile File Transfer Windows from the Control Window drop down menus 3 All open File Transfer Windows will be arranged so that they proportionality fill the Control workstation screen 159 NetSupport Manager v12 10 Notes e When working with multiple File Transfer Windows refer to the File Transfer Window s title bar to check which Client is being viewed in a particular File Transfer Window You can use the Tile Windows function to similarly arrange all open View and Control Windows 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 which 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 3 Press the enter key to apply the filter To reset the filter to files in the Li
90. Control for IP 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 IP Addresses in the Technical Reference section of this manual for more information To Configure the NetSupport Manager Control to browse IP subnets 1 Select Network Configure from the Control Window drop down menu Or To edit a Named Configuration file choose Tools Configurations from the Control Window drop down menu Select the required file and click Connectivity and Startup Settings 2 Select Connectivity TCP IP In the Browsing area click Settings 3 The Configure TCP IP Client Browsing dialog will appear 85 NetSupport Manager v12 10 4 Click Add and enter the Broadcast Address of the network you wish to browse if known Enter IP Browse Address A x a Cancel Advanced gt gt or 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 Mne IP Browse Address Advanced mE Subnet Target IP address Subnet mask Address Range Terminal Services Ts l Cancel Help lt lt 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 a
91. HIG 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 buttons for a single Client Scan have the following functions Previous Auto and Next buttons You can turn auto timing on or off from the Scan Window toolbar or choose to move forwards or backwards between individual Clients The previous button shows the previous Client screen scanned The next button shows the next Clients screen in the scan cycle 125 NetSupport Manager vi2 10 Scaling to Fit It may be that the Client is running in a higher resolution than the Control In this case choosing the Scale to Fit option from the View Window Menu or Toolbar will re size its screen to fit the Window in which it is displayed Full Screen When Scanning in full screen mode you can use the Scan Floating toolbar to control the operation Capture A snapshot of the current Client view window will be taken You will then have the option to name and save the current screen contents to a file The Status bar The Status Bar indicates which Client you are currently scanning and how far through the Scan interval you are The Scan Window for a multiple Client scan is divided into the following sections D NetSupport Sean ae CoS ees Scan Client View Window Help 000 ies aoe INVH368 126
92. List view of the contents of those directories 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 becomes available The remote pane The remote pane displays a Tree view of the directories of the Client on the left hand side and a List view of the contents of those directories 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 becomes available Note The path to any open folders Explorer windows on the Client desktop is displayed at the top of the File Transfer window to enable quick selection This is only supported on Windows Vista and above 153 NetSupport Manager v12 10 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 configured by choosing View Settings for current configuration File Transfer from the Control Window drop down menu While viewing a Client you
93. M 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 testing Control the number of currently connected Clients and the number of items in the folder During a dialup connection it will also show communications details You can hide or display the Status bar from the View Menu options on the Control window drop down menu bar Note When you minimise the NetSupport Manager Control a toolbar will appear This provides you with a list of connected Clients and access to key NetSupport Manager features 64 NetSupport Manager vi2 01 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 2 The Customise Toolbar dialog will appear Customize Toolbar Available Buttons 5 Curent Buttons i IE rcar z E lew announce i KI corea ao Bo a a x w A Configurations eee Reset Re GY Connect A g Desktop k Cancel 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
94. Manager v1i2 01 Auto Group Clients will be automatically grouped according to the predefined criteria allowing you to quickly and easily see what operating system Clients are using the NetSupport Manager Client version the type of device and the Client location These groups are fixed and cannot be amended but you can create your own groups to reflect the company structure 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 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 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 vPro Management NetSupport Manager
95. NNNNN the Group name Dial into a Remote Network Can be used in conjunction with C Syntax PCICTLUI EXE DNNNNN Cxxxxx where NNNNN the name of the Remote Network and xxxxx the name of the Client to connect to Specify the protocol to use Use IP for IPX SPX TC for TCP IP and NBn for NETBIOS where n the stack 0 7 Syntax PCICTLUI EXE Unb1 where nbi netbios stack 1 Display a NetSupport Manager replay file Syntax A I P 332 NetSupport Manager v12 10 PCICTLUI EXE RNNNNN rpf where NNNNN rpf the file name Open a Chat session with a selected Client Syntax PCICTLUI EXE CNN NN NN NN A Retrieves a Hardware Software Inventory from the selected Client machine Syntax PCICTLUI EXE CNN NN NN NN T1 Connect to the Client using its PIN Can be used in conjunction with V VC VW and V EV Syntax PCICTLUI EXE PNNNNN where NNNNN is the Client s PIN NetSupport Manager vi2 01 Integration with Active Directory NetSupport Manager integrates with Microsoft s Active Directory structure enabling you to centrally manage Client configurations and launch remote control sessions By creating an appropriate Group Policy you can apply standardised Client Configurations to Client machines without the need to visit individual desktops To make the task a little easier NetSupport Manager supplies a ready made Administrative Template NSMMASTER ADM containing the configurable options Wh
96. NetSuppsyt NetSupport Manager Manual Version 12 10 NetSupport Manager v12 10 Manual COPYRIGHT C 2015 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 2015 NetSupport Ltd All rights reserved Trademarks NetSupport is a registered trademark of NetSupport Ltd Windows Windows 2003 2008 XP Windows Vista Windows 7 Windows 8 8 1 Windows Server 2012 and Windows 10 are trademarks of Microsoft Corporation IBM is a registered trademark of International Business Machines Corporation NetWare is a registered trademark of Novell Inc Other products trademarks or registered trademarks are the property of their respective owners NetSupport Manager v12 10 Software Licence Agreement Please read this agreement before using you
97. O1 Client Password Client Security Key Quiet Mode client not visible on Taskbar You need to be logged in as Administrator to change the Client name Identification Client Name Each NetSupport Manager Client on the Network requires a unique name You can either set a name of your own choosing or use an asterisk to default the Client name to be the same as the workstation name On NT you need to be logged in as Administrator to change the Client name Notes e If setting the Client Name in Advanced Configuration choose Profiles Client parameters from the Advanced Configuration Window menu bar e In order for NetSupport Manager s Integration with Explorer feature to work the Client Name must remain set to the default Machine Name 208 NetSupport Manager v1i2 01 Configurator password As an extra level of security you can associate a password with a Configuration File This prevents unauthorised amendment of this Client s configuration When the Configurator is next started the user must enter the required password before being able to change any client parameters in this Configuration file Choose Set to set your password Client password This helps to protect the Client from unauthorised access from a NetSupport Manager Control The Control user will be required to enter the password before obtaining access to the Client Client Security Key Provides additional security t
98. Support Product from the Windows Firewall Configuration see our website at www netsupportsoftware com support for all the ICFCONFIG Command line options 39 NetSupport Manager v12 10 How does NetSupport Manager Deploy work Once the Deploy options have been configured the NetSupport Manager Deploy utility works by connecting to the target computer using File and Print Sharing This method requires access to the target computer s Admin and will need to connect as a user with local administrator access user details may be requested Once authenticated the NetSupport Manager package files are copied to the following folder on the remote PC using the connection to the Admin share C Windows pcirdist tmp Finally once the files have been sent to the target PC the installer file is executed using the Remote Procedure Calls RPC Service What are the requirements In order to successfully deploy NetSupport Manager components to your target PCs the following items are required e File and Print Sharing must be enabled on the target PC e The Sharing and Security for local accounts policy must be set to Classic on the target PC e The user account used to connect to the target PC must have Local Administrator permissions on the target PC e Network discovery must be enabled on Windows Vista 7 target PCs e UAC Remote Restrictions must be disabled for target PCs running Windows Vista and Windows 7 in a workgroup
99. a Chat session 128 NetSupport Manager vi2 01 Thumbnails can be re sized to suit using the slider control in the Display menu Each thumbnail will show the computer name and operating system and if the thumbnail width is 120 or larger the current logged on user and IP address will also be displayed underneath This data is also available when zooming in on a screen a selection of icons will also be displayed on the Client thumbnail 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 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 129 NetSupport Manager v12 10 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 to remote control them Note The application itself must be installed on or available to the Client workstations To Execute a
100. a LAN If you are using RAS or another third party remote Access product then simply make the dial up networking connection before starting the Control and use the Control as if it were on the Local LAN Note In order for the connection to work you must ensure that the corresponding NetSupport Manager Bridge has been set up on the Remote Network or Standalone workstation 305 NetSupport Manager v12 10 The NetSupport Manager Bridge When loaded on a networked workstation the NetSupport Manager Bridge provides access to all other Clients whatever their operating system on the same network Likewise all NetSupport Manager Controls whatever the operating system can dial into all versions of the Bridge program To load a Bridge The NetSupport Manager Bridge is loaded with a standard Client to provide access to all workstations on the network You use the NetSupport Manager Configurator to set up the bridge 1 Start the NetSupport Client Configurator on the workstation that will be used as the Bridge 2 Choose Connectivity Dial in Bridge 3 Follow the instructions in Configuring a NetSupport Manager Bridge Effect A Control can dial in and take control of any Clients on that remote network which are running on the same protocol as the Bridge It is possible to have the Bridge running on one protocol and the Client on another however in this case the Control will not be able to access the Client as the Bridg
101. ach time the Control views a Client PC Include Audio In addition to recording the screen mouse and keyboard activity if Client machines are configured for audio you can include any narration that takes place 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 264 NetSupport Manager v12 01 In Folder Specify where the Replay Files should be stored User Permissions These settings restrict the items that a user running a configuration can modify Only if this configuration is running as an NSM Administrator can you restrict the privileges of other users Settings for Configuration Standard General Pemt a user of this Configuration to Connectivity V Act as an Administrator y Secu 5 23 Settings 23 Event Logging 23 Replay Files 3 User Permissions Remote Control Control Interface y Show 3 File Transfer vPro File Locations CP oP co CP cP cP oP cc co co gt NetSupport Protect Permit a user of this Configuration to Act as an Administrator When this box is checked there are no restrictions applied to the user of this configuration This should be enabled for at least one account to allow you to alter other configurations Change Settings This box is only available
102. ager client32 ini Master Profile lt 4 3 Connectivity PIN Server PIN Server Address Port 10 0 1 122 443 23 PIN Server Eluse a proxy server to connect to the PIN Server 83 Dial in Bridge a Se 44 Remote Control Client Interface SE tior Copy Settings from Gateway Profile Options py g os Copy T Terminal Services PIN server PIN server address Enter the IP address of the workstation where the PIN server is installed 204 NetSupport Manager vi2 01 Port The default port number for the PIN server is 443 Use a proxy server to connect to the PIN 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 Server Select Copy and the Gateway address and port will be used Dial in Bridge Settings This property sheet is used to set up Dial in NetSupport Manager links either to this workstation or to any NetSupport Manager Client on the same LAN as this one kansie Files NetSupport NetSupport Manager client32 ini Master Profile 4 3 Connectivity Protocol 4 TCP IP None TCP IP IPX amp PX NetBIOS 3 NetBIOS amp HTTP 23 PIN Server Bridge Options 83 Dial in Bridge Load Bridge on Startup 3 Advanced Y Security e Remote Control Client Interface T Profile Options Terminal Services Mode
103. ager works across the Internet in much the same way as it does across Dialup Networking It can be done to workstations with a static connection across a LAN or to a dialup account with ISP If your workstation can see a workstation running NetSupport Manager you can connect to it whether this is on the internet via remote communications a RAS Dialup Link or on your local LAN WAN Note While the following procedure can be used NetSupport Manager also 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 you wish to connect to You should then be able to control as normal Quick Connect x Enter the name or the address and transport of the Client to connect to Name l User name Address HTTP Gateway Gatewy1 v Transport ae Cancel Help Finding an IP Address The easiest way to find the IP address of the Client is to use the command line ipconfig 310 NetSupport Manager v12 01 DHCP Workstations connecting via a modem link to an ISP will normally have a different IP address assigned to them
104. ait iy M l Cancel 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 You can then right click on individual Clients to connect to them display their properties or carry out tasks 78 NetSupport Manager v12 01 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 Note You can also browse for Clients by entering the required search criteria in the browse box at the top of the Tree view Connecting to Clients Before you can remote control a Client you must first connect to it To connect to Clients 1 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 Security te Please login to XP SP3 Cancel User ID v Help Password V Try last usemame before displaying login prompt
105. allation specify the path and file name here Depending on the location of the file you may need to provide a set of user credentials name and password to give Clients access to the file In order to specify the parameters in the correct format it is suggested that you create them in the NetSupport Manager Client Configurator and copy them to this field 34 NetSupport Manager vi2 01 Leave the field blank if you are installing from your distribution copy or if you want to use the default Configuration file contained in the NetSupport Manager setup package To specify Client parameters 1 Open your NetSupport Manager Program folder by choosing Start Programs NetSupport Manager NetSupport Manager Configurator Choose Advanced Select Profiles Client Parameters from the Configurator drop down menu The Client Parameters dialog will appear Client Parameters for this Machine fins Client Name machine name Parameters LAAT L Delete OK Cancel Help Click Add to specify the parameters Notes e If user credentials are required they must precede the Configuration file name e Each set of parameters must be added separately If required enter the User Credentials user name and password Click OK The appropriate strings will appear in the dialog Click Add to specify the location of the Configuration file Click OK When the Client Parameters dialog contains the requ
106. arted A time bar is displayed indicating how many seconds it is before the restart commences e Automatic restart if not logged in If the workstation being deployed to is not logged in restart will commence automatically When you have completed all four tabs click OK to return to the Deploy Summary dialog You can review your selections and edit if required Click Deploy to commence the uninstall A progress dialog will appear enabling you to monitor the deployment as it uninstalls each workstation Click Close when complete NetSupport Manager vi2 01 Pre Define Settings For A Future Deployment There may be occasions when you want to defer a deployment until a more convenient time of the day With NetSupport Manager Deploy you can prepare the settings in advance and choose when to perform the deployment Note You select the workstations to deploy to when you are ready to run the deployment To Prepare The Settings For A Future Deployment 1 Choose Deploy Configuration from the Deploy main Window drop down menu The Deploy List dialog will appear Select the required Deploy Option Package Client Configuration License File or Uninstall Click Properties and enter the required settings When all settings are entered click Close to return to the Deploy main Window To Run The Deployment 1 2 Select the workstations to Deploy to See Preparing a Deployment Choose Deploy from the ma
107. at the same time each operation impacts the performance of the other You can reduce the priority of a file transfer operation to make the viewing more responsive and vice versa Slide the control to the left to give the file transfer higher priority or to the right to give Client views higher priority If you are not viewing a Client this setting is ignored 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 290 NetSupport Manager v12 01 vPro Allows you to choose which mode to use when looking for and connecting to Intel vPro machines Settings for Configuration Standard ees Configuration Basic Small Business Mode Advanced Enterprise Mode Intel R Setup and Configuration Service File Transfer ee SCS Service URL https provisionserver domain amtscs SCS Server Name provisionserver ok Cancel Help Provisioning Mode Basic Small Business Mode Select this option to scan for vPro Machines on your network using and IP address range You will be required to enter a user name and password to establish a connection Advanced Enterprise Mode Select this option to retrieve vPro machines from the SCS server A certificate will be required to establi
108. ation Check this box to enable 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 is the correct screen click Identify Alternatively select Whole Desktop to show all To end the Show 1 Double click on the Show icon in the taskbar 2 This will display the Showing dialog 137 NetSupport Manager v12 10 NetSupport Show Suspended Currently showing to ee e iiime Desciption Bh inves L INVHS46 Continue S 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 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 Or 1 Right click on the Show icon on the taskbar 2 Click End Show 138 NetSupport Manager vi2 01 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
109. ation 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 To Distribute Files to a selected number of Clients 1 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 165 NetSup
110. ation click Install To change any of the previous selections click Back To quit the installation click Cancel Note If you have elected to install a Client setup will make the required amendments to your System INI and or registry to load the Client as Windows initialises NetSupport Manager will not replace any of your existing Drivers Installation Complete This final screen confirms that the installation has been successful Run Client Configurator At the end of the installation process you will have the opportunity to run the Client Configurator This enables you to set basic Client information and security If the Configurator is being installed as one of the selected components you will be able to access more advanced configuration options Run Remote Deploy Selecting this option will run the NetSupport Manager Deploy utility after the installation process This allows you remotely to install and configure NetSupport Manager on multiple workstations Click Finish to exit the Setup program 28 NetSupport Manager vi2 01 Note If you chose to install the Gateway component the NetSupport Connectivity Server dialog will appear This allows you to create a security key for the Gateway Existing Installation Detected This screen will appear if a copy of NetSupport Manager is already installed on the workstation JE NetSupport Manager InstallShield Wizard Program Maintenance Modify repair or r
111. ations NetSupport Protect Cancel 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 As User Log File User is the user name and password used to be able to write to the log file when the path specified is a UNC Path 263 NetSupport Manager v12 10 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 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 Settings for Configuration Standard General Replay Files Connectivity 7 Record Replay Files t Sec 5 4 79 Secu Include Audio V Prefix Files With Client Name In Directory Browse emote Control ake Control Interface Show Y File Transfer vPro File Locations NetSupport Protect OK Cancel Help Record Replay Files Check this option to enable the recording of Replay Files A Replay File will be created e
112. ats are connected to the software concurrently or are actually using the software at 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 accom
113. ave them use NetSupport Manager s help request feature To enable check the Use URL box and enter the appropriate URL 239 NetSupport Manager v12 10 Available Controls Lists the Controls that are available to connect to from the Help Request and Call Control dialogs Options Disable connections from Help Request dialog Check this box to disallow the options in the Help Request dialog for the Client to choose which Control they wish to send a Help Request to Always show Controls in Help Request Check this box to ensure that the Client Help Request dialog shows all Controls available for the Client to send their Help Request to Hotkeys for Request Hel This sets the hot keys that the User at the Client can press to raise an alert for Help The alert will normally be displayed when a Control connects to the Client If you are using a keyboard that won t support three scan codes configure your Client to use only two hotkeys 240 NetSupport Manager vi2 01 Customisable Text This property sheet enables you to add customisable messages which are displayed at the Client machine kag Files NetSupport NetSupport Manager client32 ini Master Profile w Connectivity Display Customizable Text Security in About Box Bc Remote Control 4 o i te Client Settings Help Requests 3 Customizable Text When Connected t Profile Options T Terminal Services When Viewed Cancel Help Display Customisable Tex
114. 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 262 NetSupport Manager vi2 01 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 Settings for Configuration Standard T General Logging Connectivity 7 Enable Logging Y Log to File pcictl log Browse As User 33 Replay Files _ 83 User Permissions W Remote Control V Append to Logfile Control Interface Show File Transfer vPro File Loc
115. ble beep will be sounded 238 NetSupport Manager vi2 01 Show UI when connected to When the Control connects to the Client the Client Information window will be displayed This allows the Client to see details of the Control that is connected to them They also have the option to disconnect from the Control or chat with the Control Disable Geolocation The location of a Client can be displayed in the Control Selecting this option disables the Geolocation feature at the Client Help Request Settings This property sheet is used for configuring the Clients Help Request access You can specify the NetSupport Manager Controls that the Client can forward Help Requests to or even link to a third party web based helpdesk system C Program Files NetSupport NetSupport Manager client32 ini Master Profile xs T Connectivity URL for Help Request Security E Use URL Remote Control Ph o lent Interface Available Controls Controls that are Available to connect to from the Help Request and Call Control dialogs Address Add Customizable Text Nave paes Laid Profile Options Remove Terminal Services Options E Disable connections from Help Request dialog E Always show Controls in Help Request Hotkeys for Request Help V At Control T Left Shift Y Right Shift Select a URL for Help Request If you use a 3 party web based helpdesk application you can direct Clients to this rather than h
116. bsequent Control session The Advanced Client Configurator covers six areas e Connectivity e Security e Remote Control e Client Interface e Profile Options e Terminal Services 198 NetSupport Manager v12 01 Connectivity Options These property sheets are used to set which protocols the transport will allow a Control to connect to it by The NetSupport Manager Client supports multiple protocols meaning that you can set it up to respond to NetSupport Manager Controls whether they are talking over TCP IP IPX or NetBIOS You can also configure the Client for remote communication via a modem or establish a connection through a NetSupport Gateway The gateway provides a method for connecting via http and delivers web based remote control without the need for modifications to existing Firewall configurations You can also configure the Client to use the PIN Server which will enable you to connect to Clients using the PIN Connect feature C Program Files NetSupport NetSupport Manager client32 ini Master Profile a Connectivity TCP IP iW Use TCP IP Port 5405 Select IP Address to Listen on Al 5 PIN Server Dial in Bridge Multicast address 3 Advanced 225 1 1 1 e Security Test Remote Control Client Interface a Profile Options Terminal Services 199 NetSupport Manager v12 10 Set TCP IP Connection sine Files NetSupport NetSupport Manager client32 ini Master Profile x
117. can also choose to include the application icon appropriate to each file by checking the Print Images box 7 Click OK to print 158 NetSupport Manager vi2 01 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 Folder from the Control Tree view to be synchronised with the Client Select the Client Folder 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 Include 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 OV OP eG N Arranging multiple File Transfer Windows Just as you can View to more than one Client at a time you can have more than one File Transfer Windows open at a time These File Transfer Windows can be easily arranged using the commands in the Window Tile submenu To arrange multiple File Transfer Windows 1 Make sure a File Transfer Window or the
118. 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 a Record Local Activity Se In Folder Options Help Cancel V Record physical fonts Use the icon in the Notification area to stop recording 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 148 NetSupport Manager v12 01 one that has been sent In most cases the same 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 5 In 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 6 Click OK to start recording The Recording icon will appear in the task bar 7 To stop recording double click t
119. ch to Full Screen V Use Compression 53 Replay Files E Full Screen E Wallpaper Ais Scale to Fit E Blank Client Screen S Disconnect when Closed _ Video Skipping E Screen Scrape 7 Auto Clipboard Default Mode Share Mi Cache Size 4 MB Max Colour Depth Unlimited Change DOS Font Change Japanese Font Update Configuration Standard cancel Apply Hel 122 NetSupport Manager vi2 01 Scanning The Scan function enables you to cycle through each connected Client in turn displaying its screen on the Control It is an alternative to Viewing multiple Clients in scaled windows which may cause their screens to be unreadable Multiple Client screens can also be scanned in one Scan Window Scan one Client screen at a time 1 Choose Tools Scan from the Control Window drop down menu Or Click the Desktop icon on the Control toolbar and choose Scan 2 The Scan dialog will appear NetSupport Scan Scan the following Clients Name lt Description va INVH368 Cancel XP SP2 eee AR va XP SP3 Help n Removing the check mark next to a Client excludes it from the Scan Scan Interval p Short 2 seconds Long Display one Client at a time Display multiple Clients at a time 2x2 FA 3 Specify which Clients to Scan by removing or including the check mark next to the Client name Select the Scan interval Select Display one Client at a time Click Scan The Scan Window will ap
120. configuration 1 From the Control window drop down menu select Network Configure Connectivity PIN Server Or To apply the setting to a specific profile choose Tools Configurations from the Control window drop down menu Select the required profile and choose Connectivity and Startup Settings 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 required Gateway and click Copy 5 Click OK 80 NetSupport Manager vi2 01 Generating a PIN from the Control 1 Select Client PIN Connect from the Control drop down menu Or Click the Connect icon on the toolbar and select Create PIN The PIN Connect window will appear PIN Connect Se Create PIN a unique PIN Coc Enter a PIN Enter the PIN Code that h u enter this Click Create PIN The PIN Server will generate a unique code When advised the Client enters the PIN and a connection is established Entering a PIN at the Control a Lei a The Client will advise you of the PIN code Select Client PIN Connect from the Control drop down menu The PIN Connect window will appear Click Enter a PIN A keypad will appear Enter the PIN code and click Connect Select Do retries to allow the PIN server to keep trying if it s unable to con
121. creens 123 individually 123 multiple 124 screen capture 125 screen scrape set at Client 231 set at Control 269 scripting 313 creating a 314 running 315 scheduling 315 starting the editor 314 scrollbars NetSupport Manager vi2 01 in show window 234 security using effectively 326 security at Client connect options 220 disconnect options 222 enable smartcard logon 219 event logging 228 force encryption 220 set access privileges 210 212 set password 208 set set security key 208 user acknowledgement 217 user validation 215 using log files 228 security at Control 261 compression 262 encryption 261 event logging 263 password 261 replay files 264 user permissions 265 using log files 263 security key 261 send physical fonts 231 serial link 308 settings Client 249 set up See installing planning shell extension disable explorer shell 279 showing a Client s screen 139 broadcast show 135 configure options at Client 234 enable broadcast show 251 replay files 135 151 the Control screen 135 video support 144 silent installation 33 install configuration options 34 silent mode 237 smartcard logon 219 smartcard support 335 software inventory 320 SOS messages sending 188 starting NetSupport 61 configure startup settings 266 subnet browse IPX networks 87 configuring the control to browse 85 IP subnet browsing 85 understanding IP addresses 328 understanding IPX a
122. ct the View Client icon Or Click the Desktop icon on the Control toolbar and choose View Client 2 The View Window for that Client will now appear at the Control To aid navigation of the Client screen a thumbnail image of the screen is displayed enabling you to scroll the Client desktop more easily Click and drag inside the thumbnail to view specific areas The navigation panel can be enabled or disabled by selecting View Navigation from the View window drop down menu Notes e For acceptable performance while Viewing ensure that the Client s Active Desktop is turned off e Ifthe Client uses multiple monitors you will be able to switch between the desktops by clicking the tabs displayed beneath the View window toolbar e Ifthe Control and the Client are both using touch enabled devices the Control will be able to control the Client machine using touch commands The Quick Access Bar All recent Client connections are displayed in the Quick Access bar From here you can perform a variety of functions and View the Client screen Select the required Client button on the Quick Access bar and click the View icon 118 NetSupport Manager v12 01 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
123. ctivity Options 7 Lock the Workstation if not initially logged on NT 4 kO Securit 23 User Validation E Logoff f not initially logged on ccess Privileges E Restart if not initially logged on User Acknowledgement p Smart Card El Logoff if user has changed Connect Disconnect Protect Configuration File Transfer Replay Files ent Logging e Remote Control Disconnect Display Text Client Interface T Profile Options 9 Terminal Serv Terminal Services nceli Heb Lock the workstation if not initially logged on NT only When the Control user disconnects the workstation will be locked The Control user will be able to re connect and unlock the workstation This option is valuable when the Control may unexpectedly loose the Connection It prevents a user at the workstation inheriting the Control users rights assuming they have logged in as an Administrator for example This only applies if the workstation was logged off when the Control was connected Logoff if not initially logged on When the Control user disconnects the workstation will be automatically logged off This only applies if the workstation was logged off when the Control connected 222 NetSupport Manager vi2 01 Restart if not initially logged on When the Control user disconnects the workstation will be automatically restarted This only applies if the workstation was logged off when the Control connected L
124. curate representation of a DOS Screen Change Japanese Font Use this dialog to select the font to use when displaying Japanese DOS screens Update Configuration Standard Check this box to update the currently selected Configuration 272 NetSupport Manager vi2 01 Keyboard Mouse Settings Settings for Configuration Standard T General Keyboard Layout Connectivity Unmapped Keyboard nA Security t 4 Remote Control 1 Hotkeys ae lat T Left Shit Keyboard Mouse F Control Right Shift Print Capture ie Autoscroll speed Scroll Delay Mouse Delay Control Interface g g g Show ba OF Fastest Min Max Min Infinite T File Transfer Sy v bi vPro Disable Num lock synchronisation T File Locations AS NetSupport Protect Keyboard Layout Select from the list provided a keyboard layout to be used at the Control during viewing These layouts map keys on the Control to keys on the Client workstation If both Client and Control are using the same keyboard layout you should select Unmapped Keyboard from the list Hotkeys When you are Viewing a Client in Full Screen Mode hot keys provide a way of returning to the possibly hidden user interface If the screen resolution at the Client is smaller than the resolution of the Control you can simply click your mouse button outside the View Window to stop Viewing and display the View Window again Check the boxes in this group to determine the key
125. curity Show System Hidden files T Remote Control Show file details Control Interface Show filenames only t Show 23 File Transfer Confirm 9 vPro V Folder copy v File overwrite File Locations v Folder delete v File delete ko NetSupport Protect r V Use Recycle Bin for local deletions when available V Use compression V Delta file transfer Priority when also viewing Ly Low High V Automatically close progress when copy finished 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 option to display multiple columns of information for each file in the list These show the file size modified date attributes and short file name You can toggle between this state and the file names only state by using the list style buttons in the File Transfer User Interface 288 NetSupport Manager v1i2 01 Show file names only Select this option to only display file names 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 directory or file you can make the Control display a Confirmation dialog box This helps prevent accidental loss of da
126. d Fedora 12 and above Desktop Managers GNOME KDE Unity 2D Ubuntu Classic No Effects Only MATE and Cinnamon Mac requirements The NetSupport Manager Client compatible with Mac OS X and carries Mac Universal certification 21 NetSupport Manager v12 10 The NetSupport Manager Mac Client supports Mac OS X version 10 5 and later Mavericks Leopard Snow Leopard Lion Mountain Lion and Yosemite on Intel platforms 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 Chrome OS Client For use in an existing or new NetSupport 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 3 and Windows 2003 pre Service Pack 1 Note An earlier version of NetSupport Manager is required on these platforms and can be downloaded from www
127. d the Remote Command prompt window Run the selected Script Scan through connected Clients screens Manage and execute User Defined Tools NetSupport Manager v12 01 The Control Window Tree view 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 a GV oem ace 65 L pana Kit gt Ld Begins Sn z bea by predefined criteria 65 D H 4 Windows PCs D A Linux PCs D G Apple Mac OS X gt M Client Versions 65 D m Enclosure Type 63 D 9 Client Location 2 Browse 118 Browse network for computers m Active Shows all connected computers Help Requests Clients requesting help mm vPro Management PCs with Intel c vPro tm Technology gt Internet Gateways Computers available over the Internet 5 Automation s Automate common tasks on computers 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 71 NetSupport Manager vi2 10 Shows all connected computers Browse prefix p gt Ay All Computers All available computers gt Auto Group Clients grouped by predefined criteria
128. d when required Button Name Add to Group to Announce Available Chat Configurations Launch Application SS Q Disconnect All a Function Add the selected Client to a new or existing Group Send an Announcement to the selected Client s This Control is available to receive Help Request connections Chat with the selected Client Manage your Configuration Profiles Disconnect from all currently connected Clients Execute a program at the selected Client s NetSupport Manager v12 01 File Distribution Display the File Distribution Window to File Manager File Transfer Login Logout PIN Connect Message Playback Power Off Power On Quick Connect Reboot the selected Clients 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 Logout the selected Client Allows a technician to locate a user anywhere across the enterprise instantly simply by both parties entering a matching unique PIN code 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 the selected Client 69 lt A 70 NetSupport Manager v12 10 Remote Command Run Scan Tools Loa
129. data for view sessions However while hooked into the Mirror Driver it is not possible to play DVD s Therefore if you do need the capability to play DVD s NetSupport Manager provides options which load and unload the Mirror Driver as required Except While Viewed If checked DVD support is enabled but will be disabled for the duration of a view session while the Mirror Driver is loaded Except While Connected If checked DVD support is suspended while a connection to the Client is in place 233 NetSupport Manager v12 10 Show Settings E z C Program Files NetSupport NetSupport Manager client32 ini Master Profile BO Connectivity Receive Show Options Security E Disable Receive Show 4X3 Remote Control Show to a Window V Scale to Fit V Scrollbars gt J Autoscroll speed Scroll Delay Client Interface g g t9 Profile Options s Off Fastest Min Max e Terminal Services 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 Scale 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 234 NetSupport Manager v12 01 Auto Scroll Speed When you are viewing a Show in a Window on t
130. ddresses 329 support for Linux 54 support for Pocket PCs 58 SuSE 54 synchronisation num lock 273 synchronising directories 159 T TCP IP set at Client 200 set at Control 251 terminal server 105 thumbnail view 128 configure settings 279 tickle packets 207 260 timeout user acknowledgement 218 toolbar buttons 67 customise 65 use small icons 62 116 125 transport set for dialin 206 set HTTP 203 256 set IPX 201 254 set NetBIOS 202 255 set TCP IP 200 251 tree view 71 U understanding IP addresses 328 understanding IPX addresses 329 uninstalling 30 unloading a Client 317 url route help requests to web based system 239 user acknowledgement 217 user defined tools 133 user permissions 265 user validation 215 using a serial link 308 vV video player 144 343 NetSupport Manager v12 10 control panel 146 subnet browsing 85 video skipping 271 understanding IP addresses 328 view modes 119 understanding IPX addresses 329 view settings 122 whiteboard 169 View Window 116 Window use small toolbar icons 116 chat 170 viewing 118 Client Information 185 blank Client screen 120 Control Main 62 configure default mode 269 deploy 41 maximising view area 119 file distribution 163 multiple screens 120 file manager 166 scale to fit 121 file transfer 152 use explorer to initiate 180 inventory 321 view modes 119 scan 125 view settings 122 view 116 vPro
131. 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 101 NetSupport Manager v12 10 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 102 NetSupport Manager vi2 01 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 compromising 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
132. down your mouse drag and drop it into the Script dialog Window 5 A dialog box will appear prompting you for the variables you need to enter 6 Select a transport for the Script to run on by selecting the SetTransport function drag and drop it into the Script dialog Window 7 Adialog box will appear prompting you to set a transport 8 Select which transports you wish to use and click OK The correct syntax will automatically be inserted in the Script 9 Select the Connect function drag and drop it into the Script dialog Window 10 Enter the Client s workstation to connect to and run your Script over 11 Continue in this manner until you have completed your Script 314 NetSupport Manager v12 01 Notes To access help on any function select it right click and choose Display Help On It is advisable to regularly check the syntax of your Script choose Run Check Syntax from the drop down menus The Script will then be checked and the results displayed in the output frame at the bottom of the screen Scheduling and Running a Script You schedule a Script to run using the NetSupport Manager Scripting Agent Start this from the NetSupport Manager program Group The Scripting Agent contains many functions for tailoring the schedule to your exact needs You create a schedule by choosing Script Add and selecting or adding the details you want in the Schedule dialog You can set many Scripts t
133. e Use this option if You wish to provide dial in access to this workstation or a NetSupport Manager Client on the same Network Note To configure the Control Bridge choose Network Configure Connectivity Remote Dialup from the Control Window drop down menu or click Settings on the Toolbar 306 NetSupport Manager v12 01 Setting up a Modem At the Control 1 Choose Tools Configurations Settings from the Control Window drop down menu if updating a specific Control profile Or Click Settings on the Control Window Toolbar if updating the Standard Control profile 2 Select Connectivity Remote Dialup 3 Select a Modem At the Client 1 Start the NetSupport Client Configurator Basic or Advanced 2 Select Connectivity Dial in Bridge 3 Check the Bridge box and complete the form To adjust modem settings 1 Choose Start Settings Control Panel Modems Notes The adapter number used for dialling into a NetSupport Manager Bridge is configured slightly differently to those used for connecting to a Client The adapter number you set is the adapter number configured at the Bridge workstation This is why the Remote Network wizard and Properties dialog displays all adapters and not just those set at the Control Use the Configurator at the Bridge workstation to determine the adapter number to use then set this same adapter number at the Control for the Remote Network object If you a
134. e 1 Select the required Log File in the Tree view 2 Choose Log Delete from the Deploy main Window drop down menu 52 NetSupport Manager v12 01 Installing NetSupport Manager on a Mac Based System A NetSupport Manager Control and Client can be installed on Mac systems allowing you to remote control other workstations devices from a Mac and also enabling a Control to connect view the screen of the remote user and perform a variety of remote control tasks Note The NetSupport Manager Mac Control and Client supports Max OS X 10 5 and later on Intel platforms Installing NetSupport Manager 1 NetSupport Manager is provided as a standard Mac OS X DMG file this is available from our downloads area at www netsupportmanager com downloads asp Full installation instructions will also be available here 2 To mount the drive image copy to the hard drive and double click The mounted drive image will be available on the desktop 3 The installer will automatically run follow the on screen instructions For information on currently supported features please visit www netsupportmanager com mac asp 53 NetSupport Manager v12 10 Installing 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 Not
135. e Cancel Description NetSupport Manager m ee Properties Deploy License Details Licensed to EVAL for 10 Clients Help Deploy Setup Files C Program Files Net Support Net Support Manager Deploy Product Version Parameter File X This dialog provides a summary of the options you have selected for the deployment Click Properties to amend the information for the deployment 43 NetSupport Manager vi2 10 3 The Install Properties dialog will appear E NetSupport Manager Install Properties General Options Acknowledgement Message Restart Description Click Browse to specify the NetSupport Manager installation source folder C Program Files NetSupport NetSuppor Manager Browse nn nnnan NetSupport Manager Version 12 00 0000 Install Parameters File NSM ini Edit Cancel Help 4 To amend the properties for the deployment select the relevant tab General tab Used to specify the NetSupport Manager package to deploy and which components are to be installed The description for the package will be set to NetSupport Manager By default the location of the package to be installed is set to the Deploy folder where the NetSupport Manager package has been created Click Edit to specify the components to install The Install Configuration Options dialog will appear See the Install Configuration Options Dialog section of this manual for a full desc
136. e Enter one or more network numbers to use which replaces the normal discovery mechanism The numbers can be in decimal or hexadecimal and must be separated by commas Such as 0x1 0x2 0x34dbid69 You can also use the Test function to determine these values automatically 254 NetSupport Manager vi2 01 Ignore Networks This list of network numbers is generated in the same way as for Use Networks except that when browsing these network numbers are ignored You can also use the Test function to determine these values automatically Test Press this button to check the IPX network configuration This determines if the IPX network stack is available and configured correctly You can also scan the network for network numbers that do and do not respond Set NetBIOS Connection Settings for Configuration Standard x T General NetBIOS 4 Connectivity Use NetBIOS TCP IP Adapters select one or more PX oy 0 Not found 23 eBo 1 TCP IP NetBIOS HTTP 2 Not found 23 33 PIN Server 3 Not found 23 5 4 Not found 23 SERATO DEUG 5 Not found 23 23 Advanced 6 Not found 23 1 9 SREY 7 Not found 23 3 Settings Startup Test __ cancel LHe NetBIOS Use NetBIOS Check this box to enable the use of the NetBIOS transport NetBIOS is a non routed protocol and is only used on Local Area networks LAN Using NetBIOS requires that you select one or more adapters to use
137. e Gateway Clients when Browsing Although these will appear in the Browse folder along with any Network Clients they are not stored in 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 77 NetSupport Manager vi2 10 7 Browse Network Sc Enter partial Client name or blank for all Clients O F Only Clients Requesting Help E Include Gateway Clients Gow Gea 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 ADMIN1i 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 NetSupport Browsing Local Network Please W
138. e 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 within a tar gz format this is available from our downloads area at www netsupportmanager com downloads asp Full installation instructions will 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 At the 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 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 54 NetSupport Manager v12 01 Installing 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 e
139. e used for routing communications 98 NetSupport Manager v12 01 Client Configuration The Client machine needs to be configured to use the HTTP protocol and be given the appropriate Gateway access details 7 C Program Files NetSupport NetSupport Manager client32 ini Master Profile HTTP Z Use HTTP Gateway Address Port 10 0 1 1522 443 Secondary Gateway optional Port Gateway Key Ra Rainati CoA T Remote Contro EEHG J gt NBCEIHP lt H A Seta Client Interface t Profile Options Terminal Services 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 _OK r Cancel a _ Help 1 From the Basic or Advanced Client Configurator select Connectivity HTTP 2 Check the Use HTTP box port 443 will be configured by default 3 Confirm which Gateway to use by entering the IP address of the Gateway machine you can specify a secondary Gateway which will take over if the primary Gateway is unavailable 4 Enter the appropriate Gateway key as set at the Gateway machine 5 You can override the Comms Management Packet Interval that is set at the Gateway by entering a time here 6 NetSupport Manager can be configured to route communications through a Proxy Server if required Enter the server address and an appropriate port 8080 recommended 7 Click OK 99 NetSupp
140. e your changes the Control default check the Update Configuration box Settings for Configuration Standard Ea Volume Threshold Y Microphone Speaker g Quiet Loud Test A Fe Enable OF Talk only ke On Listen only T vPro Change Transmission Format File Locations T NetSupport Protect ie Volume Threshold microphone sensitivity Microphone volume of microphone Speaker volume of speakers Test Click on Test to test the volume settings as you adjust Enable On turn Audio on Off turn Audio off Talk turn the Control Audio to Talk function only Listen turn the Control Audio to Listen function only Selecting the Audio Transmission Format buttons allows you to change the Transmission Format Use only the level you need for acceptable quality High quality settings can affect screen update performance Over Remote Communication links we recommend you use a Transmission Format of less than 2 kb sec 278 NetSupport Manager vi2 01 Control Interface Settings These property sheets enable you to configure the different components available to the named configuration Interface Settings This property sheet enables you to configure the different components available to the named configuration Settings for Configuration Standard es Te General Settings Connectivity Hide Client List Client List Read only bc Security Hide Group List Group List Read o
141. e Connected The acceleration level will be moved to basic while connected Always The acceleration level will be moved to basic 236 NetSupport Manager vi2 01 Client Interface Options These property sheets are used for customising the interface between the Client and the Control Client Settings C Program Files NetSupport NetSupport Manager client32 ini Master Profile oS b Connectivity Disable Client Menu Items X Security Disable Request Help A RSS ati Remote Control Disable Call Control tajai Disable Disconnect Client Settings enaga Disable Chat 3 Customizable Text PERE IOW e Profile Options T Terminal Services Client Program Options ws V Icon in System Tray Always on Top Hide When Idle 7 Quiet Mode client not visible on Taskbar Silent Mode no refresh V Use internal speaker for Beep Beep while being Viewed every n seconds Show UI when connected to 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 237 NetSupport Manager v12 10 Disable Replay
142. e Disable Watch 283 NetSupport Manager v12 10 Help Request Settings This property sheet provides configuration options for receiving Help Requests from Clients Settings for Configuration Standard General When a Help Request arives Highlight the Client in the Help Request list Display a message Remote Control Play a sound GP oP oF a Control Interface Settings Functions Help Requests Show File Transfer vPro Busy at the moment Control Status for incoming Client Connections Available to take Help Requests Not available for Help Requests File Locations PAA AP NetSupport Protect Set status to Busy when connected to 33 NetSupport Protect When a Help Request Arrives Highlight the Client in the Help Request List Check this box to highlight the Client icon in the List view when a Help Request is sent Display a Message Check this box to have Help Request messages displayed on the Control screen Play a Sound Check this box to play a sound when a Client sends a Help Request Use the Browse function to specify the sound Control Status for incoming Client Connections Available to take Help Requests Check this box to be available to receive all incoming Help messages 284 NetSupport Manager v12 01 Not Available to take Help Requests Check this box and not receive any Help messages Busy at the moment Check this box to be available to receive all inco
143. e NetSupport Manager Administrator rights to profile or change a Controls Configurations To create a Profile 1 Choose Tools Configurations from the Control drop down menu bar 2 The Control Configurations dialog will be displayed Configurations Current configuration Standard Standard Select Support Supe Close a Delete Reset n Load Save t Settings Connectivity and Startup Settings Icons 3 Select the Configuration that you want to change or choose New to create a new one By default NetSupport Manager is installed with a single profile called Standard This is set up for full functionality 4 Click Settings to tailor the global functionality of this profile Or Click on Connectivity and Startup Settings to tailor the basic functionality 248 NetSupport Manager v12 01 To create desktop icons Having saved the profile you can create a desktop icon containing the parameters required to load the configuration From the Configurations dialog click Icons The Icon Maintenance dialog will be displayed Click anywhere in the dialog and drag to the desktop The Create or Edit Icon dialog will appear Enter the required configuration details and click OK to create the icon ua AUNE Adjusting Client Settings for a Control session 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
144. e is used for all interactions with TCP IP Clients The default registered port for NetSupport Manager is 5405 You can configure Clients on your network to run on a different port number if required This is useful to provide additional security as other NetSupport Manager 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 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 ar
145. e operations are supported Full logging of activities The ability to supplement the system log with your own log messages All of the security features associated with the 32 bit control are available Your Scripts will not contain visible human readable passwords to develop your Scripts A full description of the Script Editor can be found in the on line help 313 NetSupport Manager v12 10 Starting the Script Editor The Scripting Editor allows you to edit and create automated NetSupport Manager Scripts To start the Script Editor 1 Choose Start Programs NetSupport Manager NetSupport Manager Script Editor 2 The Script Editor main Window will appear The Script Editor is divided into four main sections The Menu Bar and Toolbar The Command Window Edit dialog Window Script Output Frame Creating a simple Script NetSupport Scripting contains so many functions that it is not possible to cover them all in a brief guide like this Instead we will take you systematically through creating testing and running a simple Script You can then explore the full functionality yourself To create a Script 1 Choose File New from the Scripting drop down menu bar 2 Anew Text Window in which you will create your Script will appear 3 Double click on the Functions folder and then again on Clients sub folder A list of functions relating to the Client will be displayed 4 Select a function and holding
146. e sent to each Client machine in turn Enabling Broadcast Show and File Distribution results in the screen information and files being sent to all machines simultaneously In some network environments where there is limited network bandwidth available or when broadcasting to larger numbers of machines this will provide significant performance benefits 252 NetSupport Manager vi2 01 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 Show and File Distribution can be sent using multicast instead of UDP broadcast This means that the multicast packet will only be sent to machines included in the specified IP multicast address Settings If the Broadcast Show and File Distribution option is enabled select this option to set the multicast or broadcast address The Broadcast Settings dialog will appear If multiple Controls are attempting to use UDP Broadcast Show simultaneously on the same subnet it is recommended that each uses a unique port to avoid conflict Wireless Network Check this option in order to optimise Show performance across a wireless network Note NetSupport Manager will automatically detect any wireless Clients and enable this option to improve performance Maximum throughput Controls the level of data sent ac
147. e structure for creating displaying and organising NetSupport Manager objects such as Clients and Groups A search for Clients can also be performed Click in the Search box under the Tree view and select whether to search for Clients by logged on user name PC name address or all and whether the search is to be case sensitive or not by clicking the relevant icon Click the Search icon The results will be displayed in the Tree view 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 Details view or Thumbnail view The information within the List view can be customised to show specific information relevant to you 63 NetSupport Manager vi2 10 Client Location S Name j User Name Status Description Trans Address Client Version invo amp pcijlo Connected TCP P 10 0 1 143 5190 invh101 NSM VL Minis A pcilon Connected TCP IP 10 0 1101 5190 invh124 NSM V12 00 Bway testing Connected TCP IP 10 0 1 105 5405 invh214 NSM V12 00 8 A pcimal Connected TCP IP 10 0 1 1085405 invh28s NSM Vi amp pcitem Connected TCP IP 10 0 149 5190 invh368 NSM V12 00 amp pciase Connected TCP IP 10 0 1 2015405 invh423 NSM V12 00 A testing Connected TCP IP 10 0 1 165 5405 invh432 NSM V12 00 amp pcijle Connected TCPAP 10 0 1 125 5405 invh453 NSM V12 00 A testing Connected TCP IP 10 0 1 166 5405 xp sp3 NS
148. e the installation A progress dialog will appear enabling you to monitor the deployment as it installs on each workstation Deploy NetSupport Manager Log Status Close Checking INVH368 Client version None detected Retrieving platf formation for INVH368 Print INVH368 running Windows XP Copying NetSupport Manager to INVH368 Done NetSupport Manager sent to 1 machines Operation complete Installation pending on 1 machines The dialog has two tabs Log tab enables you to monitor the deployment as it reaches each workstation Status tab lists the stage the deployment has reached on each workstation For example the installation may be complete on one machine but still in progress on another Click Close to return to the Deploy main Window when the installation is complete NetSupport Manager vi2 01 Deploy a Client Configuration Using NetSupport Manager Deploy you can remotely deploy a Client Configuration file containing specific Client settings For more information on Configuring Clients see the Configuring the Client section of this manual 1 2 10 11 Select the required workstations Choose Deploy Client Configuration from the Deploy main Window drop down menu Or Right click on the selected workstations and choose Deploy Client Configuration The Deploy Summary dialog will appear Click Properties to enter the details for the deployment Click Browse to
149. e the screen and display graphics Whiteboard Leader If enabled one of the participating Clients can be nominated to take control of the whiteboard Note Clients can initiate Chat sessions with the Control by opening the Client main Window and choosing Commands Chat 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 At the required Client workstation s choose NetSupport Configurator from the NetSupport Manager Program Group The NetSupport Manager Client Configurator will appear 2 Choose the Advanced Configurator option and select the profile to amend 3 From the list of Configuration options select Security Access Privileges 4 Check the Disable Chat option 5 Click OK 6 Save the Profile 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 172 NetSupport Manager v12 01 To Prevent the Client from Initiating a Chat Session 1
150. eatures like File Transfer Viewing Show etc 327 NetSupport Manager v12 10 Understanding IP 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 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 O Address Host Portion Of IP Address 0 0 0 21 Therefore 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 Howev
151. ect to the gateway 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 Note In version 9 10 Port 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 203 NetSupport Manager v12 10 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 PIN Server la rom C Program Files NetSupport NetSupport Man
152. ecutive keystrokes at any one time The key combinations will not appear if your taskbar is not active 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 machines 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 The Show can be sent to Clients using multicast The broadcast will only be sent to machines included in the specified IP multicast address To Show a Control screen 1 2 Select the connected Client you wish to Show to Choose Tools Show Show Screen from the Control Window drop down menu Or Click the Desktop icon on the Control toolbar and choose Show The Show Configuration dialog will appear 135 NetSupport Manager v12 10 NetSupport Show Ex Ready to start showing to Client INVH546 Cancel These Clients SS Name n peci Help v E inves va INVH546
153. ediagemd exe internet Explorer Microsoft Corporation Internet Explorer 9 00 8112 16421 iexplore exe Managed SQL Server Microsoft Corporation x86 10 0 2531 0 LandingPage exe Landing Page Managed SQL Server Landing Page Microsoft Corporation x86 11 0 2100 60 LandingPage exe Math Input Panel Accessory Microsoft Corporation ink 6 1 7600 16385 mip exe Microsoft R Contacts Microsoft Corporation Windove Mail 6 1 7600 16385 wabmig exe Import Tool E Microsoft Security Client User Interface Microsoft Security Client 4 0 1526 0 msseces exe Microsoft Corporation 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 WE Hot Fixes ME Hot fixes for INVH368 Last Updated 02 Oct Hot Fixes Click for more information amp ss92130 waa spo kB923561 Windovs XP SP4 2 KB936929 Windows XP SP3 KB938464 Windows XP SP4 B946102 Microsoft NET Framework 2 0 Service Pack 2 SP1 8946457 Microsoft NET Framevork 2 0 Service Pack 2 SP1 8946503 Microsoft NET Framework 2 0 Service Pack 2 8946573 Microsoft NET Framevork 2 0 Service Pack 2 SP1 8946644 Microsoft NET Framework 2 0 Service Pack 2 kB946648 Windows XP SP4 When verifying the status of each fix NetSupport
154. edy problem resolution Hardware Inventory Summary Last Updated 20 Sep 2013 MARKETINGO1 12 20 49 System Overview Name MARKETINGO1 Manufacturer Dell Computer Corporation Operating System Windovs 7 Ultimate Service Pack Service Pack 1 Version 6 1 7601 Registered User Support Physical Memory 2048 MB gt Domain Workgroup WORKGROUP Model Dimension 4600i Serial Number 00426 065 4508236 86501 Organisation lt Not Available gt System Language English United Kingdom System Time Zone GMT GMT Daylight Time Logged on User Marketing Direct X version 11 0 System Enclosure Mini Tower 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 322 NetSupport Manager vi2 01 Software Inventory Summary Last Updated 20 Sep 2013 12 20 45 Folder A A Description Company Nance Version File Name BB adobe Reader Adobe syani Reader 11 0 0 379 AcroRd32 exe Incorporated AviTice DMS Console AviTice Solutions Console 3 10 0005 574 DNAConsole exe See ica Ms Recorder AviTice Solutions Console 3 10 0005 419 RecorderWizard exe Wizard iediagemd Internet Explorer 0 0 0 0 i
155. eees 40 Preparing a Deployment Routine ceeeeeeee eee eee ee eee eens 42 Deploy a NetSupport Manager Packag cseeeeeeeeeeeeeeeeeeeees 43 Deploy a Client Configuration s sssssssssssssrrsrrsrrsernrrrnrrnererrenrns 47 Deploy a NetSupport Manager Licence fil ccceeeeeeeee eens 48 Remote Uninstall ss Aor snes cane eacndead seallete cave E E onal vree eden veoa ed 49 Pre Define Settings For A Future Deployment cceeeeee eee 51 LOG FilOSs 02 fastener eanatads sora neaetuen teat E aa AET a 52 Installing NetSupport Manager on a Mac Based System 000 5 53 Installing a NetSupport Manager Client on Linux Platforms 54 NetSupport Manager v12 10 Installing and Configuring NetSupport Manager on Google Chrome OS DEVICES E A weeny cdecaeue esta due tag holeae E ee 55 NetSupport Manager Mobile Control for iOS and Android 5 57 Installing a NetSupport Manager Client on Pocket PC Devices 58 Using the Control cccceeesceeeeeeeeeeeeeeeeeeeseeeeeeeeeeeeeeeeeeeanae 60 Starting the NetSupport Manager Control eeeeeeeeee tees teen ee ea ee 61 The Control WindOwWsiciecieeietateccaedasiacssiss cnet Kanaan Da aaa aa 62 Customising the Toolbar cccceeeeeeeeeee esse ee esse ee aa 65 NetSupport Manager Control Toolbar Buttons cccceeeeeeeeeeee es 67 The Control Window Tree VIEW ssssssssssrsssrsrrssrurnnnrrnennrnnsrnen
156. elated menu item is removed Use internal speaker for beep By default the audible warning beep that sounds between machines in functions such as Chat and View comes from the PC s internal speaker There may be occasions when it is more appropriate to use the workstation s 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 Dial directory read only Check this box to remove the ability to alter the Remote Networks list The Remote Networks item is still available in the Tree view but you cannot modify or create new items 280 NetSupport Manager vi2 01 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 Clie
157. emove the program Modify a Change which program features are installed This option displays the Custom Selection dialog in which you can change the way features are installed Repair Repair installation errors in the program This option fixes missing or corrupt files shortcuts and registry entries D Remove E Remove NetSupport Manager from your computer a E e Modify Change the program features that are installed e Repair Repair any installation errors in the program e Remove Remove NetSupport Manager from the computer Select the required option and click Next 29 NetSupport Manager v12 10 Uninstalling NetSupport Manager The standard method for uninstalling NetSupport Manager is to select NetSupport Manager in Control Panel Add Remove Programs For Windows XP and above workstations NetSupport Manager Deploy can be used to perform multiple uninstalls from a remote location Refer to the NetSupport Manager Deploy section of this manual for more information Evaluation Kit NetSupport Manager is available as an Evaluation kit either from distributors or free as a downloaded copy off the Internet This allows you to trial NetSupport Manager before your purchase The Evaluation Kit software is fully functional apart from the following restrictions e Amaximum of ten Clients can be active on the network simultaneously e The Client and the Control programs will not run after the exp
158. en you install NetSupport Manager the template is copied to the NetSupport Manager program folder In turn you will need to copy this to the folder containing any existing ADM templates To Apply Client Configuration Changes via Active Directory 1 Atthe Domain Controller select the Active Directory Users and Computers tool 2 Decide at which level to apply the policies domain or organisational Right click and select the Group Policy tab 3 Select the desired policy to add the NetSupport Manager template to and click Edit Or Select Add to create a new Policy 4 Inthe Group Policy Editor under Computer Configuration select Administrative Templates 5 Right click and select Add Remove Templates 6 Click Add and specify the location of NetSupport Manager s ADM file and click Open The new NetSupport Manager policy will be added 7 Click Close By default each NetSupport Manager policy option is disabled Each time you make a change to an option the Group Policy refresh interval will determine when it is applied to Client machines If a remote control session is not currently active the Client will detect any changes to it s own Administrative template and restart applying the new settings If a remote control session is open the Client will restart at the next available opportunity For an explanation of the Configuration options that are available refer to the Configuring The Client section 333 NetSuppor
159. encryption at Control 261 339 NetSupport Manager v12 10 force encryption 220 evaluation kits 30 event logging enable at Client 228 enable at Control 263 executing applications 130 explorer integration 180 disable shell 279 F Fedora 54 file change attributes 157 copying 154 copying between Clients 156 deleting 156 renaming 157 file distribution 164 File Distribution Window 163 file locations 292 file manager 167 File Manager Window 166 file transfer applying a filter in List View 160 arranging multiple Windows 159 between Clients 156 change file attributes 157 changing the sort orders 162 changing the view format 161 configuring access rights 225 control settings 288 copying files and directories 154 creating directories 156 deleting file and directories 156 delta file transfer 154 print file list 158 synchronising directories 159 File Transfer Window 152 applying a filter in List View 160 arranging multiple Windows 159 changing the sort orders 162 changing the view format 161 finding Clients on the network 77 firewalls 89 103 G gateway configuration utility 91 configure Client for HTTP 203 340 configure Control for HTTP 256 connecting Clients Controls 89 geolocation 75 glossary 336 groups 300 adding 301 chat 169 creating 300 properties 302 removing 301 H hand held devices 58 hardware inventory 320 help requests configure Control setti
160. ens 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 The Clients screen will be blanked 3 To restore the screen choose Client Blank screen from the View Window drop down menu 120 NetSupport Manager vi2 01 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 fo
161. ent has access Note Once created a Configuration file can also be remotely deployed to multiple Client machines simultaneously using the NetSupport Manager Deploy utility To create a new Configuration file 1 Choose NetSupport Manager Configurator from the NetSupport Manager Program Group The NetSupport Manager Client Configurator will appear NetSupport Client Configurator i Welcome to the Configurator This program allows you to configure all aspects of the NetSupport Client s behaviour Basic Choose Basic if you are using NetSupport for the first time From here you A can set the Client name network protocol s and basic security such as a password Advanced 7 Choose Advanced if you want to create multiple user profiles integrate with NT security enable disable particular features or limit remote file access to specific directories a Help Quit 2 Choose Advanced The NetSupport Manager Client Configurator will appear 193 NetSupport Manager v12 10 E NSM Client Configurator C Program Files NetSupport NetSupport Manag Ea File Profiles Help IEG 242 22 999 Open Save Restart Profile Name Order 2 Master Profile amp Support 2 1 3 Choose File New from the Advanced Configuration Window drop down menu 4 Anew file will be created with a default master profile To open the default or an
162. equired Client in the List view and select Audio 2 The Audio toolbar will be displayed XP SP3 Audio E Audio Window le ase Audio On Audio Off Talk Listen i Settings From here you can e Turn audio on or off Enable only the Control or the Client to talk Listen to the Client Set the microphone sensitivity Select the Audio Quality Minimising the Audio toolbar will disable the current audio session this can be re started by activating the toolbar You can start more than one audio session but only one session can be active at any one time To use Audio Support when Viewing 1 Click on the Audio Button on the Toolbar in the View Window 2 The Audio options will be displayed These are the same options as on the Audio Toolbar The Mute button turns the speaker and microphone on and off To use Audio Support when Showing 1 In the Show dialog box select the check box Enable Audio Support 2 The Audio Settings set in the Control Configurator Audio option will apply during these sessions 141 NetSupport Manager v12 10 Audio Announcements This feature sends an audible announcement to all selected Clients headphones or speakers They will be able to hear the Control but will not be able to speak back Making an Announcement 1 Click on Tools Announce from the Control Window drop down menu bar 2 The Announce dialog box will appear include green tick or exclude red cross Clients from
163. er 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 0 328 NetSupport Manager v12 01 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 Understanding IPX Addresses An IPX address is made up of two portions a network portion which denotes which network a particular device is attached to and a node portion which denotes the physical device on the network The network portion of an IPX address is an eight digit hexadecimal number valid network addresses ranging from 00000000 to FFFFFFFF There are no reserved IPX network numbers however each IPX network on an internetwork must have a unique network number The node portion of an IPX address is a 12 digit hexadecimal number this is normally the MAC Media Access Control address The MAC address is a unique number that is burnt into the EPROM of a network card by the cards manufacturer Below is an example of an IPX address Network Node 00000001 OO00E8D67295 When configuring a NetSupport Manager Control t
164. es that a number of related tasks can be accessed via the icon The following buttons are set by default Button Name i New GY Connect Disconnect Ox Pp Browse O Actions g Desktop j Manage Fasl File View Client A 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 Scan Client screens 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 View the selected Clients screen 67 NetSupport Manager vi2 10 m Inventory Retrieve a hardware software inventory for the selected Client machine gt Show Show your screen to the selected Client s 2 Properties Display the Properties for the selected Client or 2Sa Group 3 Settings Change the Settings for the current Configuration These buttons can be added to the toolbar as an
165. es vPro machines can be configured to use Basic Mode Scan for vPro machines on your network using an IP address range Basic mode uses Digest authentication a user name and password is required to establish a connection Advanced Mode Retrieve vPro machines from SCS Advanced mode uses Kerberos authentication a certificate is required to establish a connection Notes e To use Kerberos authentication the Control must have Windows XP service pack 3 Windows 2003 service pack 2 or higher e You can switch between modes in the Control Configuration To Find vPro Machines 1 Select the vPro Management folder in the Tree view Click the Scan for vPro machines icon 3 If the Control is configured for small business mode an IP range will need to be entered 4 PCs that have vPro capability will be displayed in the List view Right click on a PC to access the available functions 6 If connecting via basic mode you will be required to enter a user name and password If connecting via advanced mode you will need to select a certificate to connect ul Functions provided are e Power on Power off e Reset 106 NetSupport Manager v12 01 e Boot to Bios e Boot from a device CD Floppy Image Notes e A NetSupport Manager Client is not required to perform these functions e Power off reset and boot to Bios or device is similar to pulling the power cord there will be no attempt to close any open a
166. external details Show Display the Control s screen on individual or multiple Client screens or display a selected Client s screen to other Clients In addition show a selected monitor a selected application a video or replay file to any number of connected computers in real time Chat Conduct a two way chat session in real time between the Control and one or more users Annotate tools provide Whiteboard capabilities to aid training and the effectiveness of support 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 Inventory 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 Remotely logoff and shutdown Client workstations to minimise power consumption Help Request Clients can raise requests for help The Control is instantly alerted to the Client s need for assistance via a pop up box on their screen Multimedia NetSupport Manager provides full Audio and Video support Move Information File Transfer and Distribution Transfer files between workstations using advanced Drag and Drop technology Includes support
167. f any term of this licence and in the case of a breach capable of being remedied shall 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 01 Contents Welcome to NetSupport Manager cccceeeeeeeeeeeeeeeeeee eens tees eneaenes 11 Conventions USER oi scasvics cca ctcadiaviaestiadelea tesa de bea aneaciiteagedbate des 12 Terminology USC grine ia ea A igus EAE aE A TESNE 12 About NetSupport ccsscssceceeceeneeneeeeeeeeeeeaeeeseaseasensensenees 13 FOAUUICS iioa a eea EEE EOE ATEEK SEEEN EEEE DONS AE 14 APPliCAtiOns i pat ee r ae a a a a A E E Ean 18 Installation aiidata aeaa aa ataei aanp pa raia 19 Planning an Installation ssssssssssssssrssrnsrrnrnnernrnnnnnnnrnrnnnnnnsrnrnnnnns 20 System Prerequisites neiere n E aE a A E tee es 2i Starting the Installation s ssssssssssrssrrrnssrrss
168. figuration Listen on specified IP interfaces You can add multiple IP addresses or enter a specific IP address select Add and enter the IP address Comms Management Packet Interval CMPI secs When configured for NetSupport Connectivity Server connections the Client workstation confirms it s availability by periodically polling the NetSupport Connectivity Server By default a network packet is sent every 60 seconds but you can change this if required Event Log Files Gateway activity during an active session is recorded in a text file default GW001 LOG This can be useful for checking which Clients and Controls have connected through the NetSupport Connectivity Server Location By default the log file is stored in the NetSupport Manager program folder i e c program files netsupport netsupport manager GW001 log Select Browse to specify an alternative path Max File Size KB Over a period of time the log file could become quite large you can manage this by specifying a maximum file size When the limit is reached the existing information in the file is overwritten by the new records Note For changes to the log file settings to take affect you will need to restart the Gateway32 service 92 NetSupport Manager v12 01 Keys tab NetSupport Connectivity Server Configuration Utility jee General Keys Operators Redundancy Licenses Securty Connectivity Server Keys Description
169. file options 242 remote control settings 231 replay file settings 226 security 208 set Client password 208 set Configurator password 208 set HTTP 203 set IPX 201 set NetBIOS 202 set Security key 208 set TCP IP 200 set tickle period 207 show settings 234 user acknowledgement 217 user validation 215 view settings 231 client information window 185 Client settings 249 clients organising clients 129 clipboard 178 command line instructions 182 330 compression 261 file transfer 288 use while viewing 269 using effectively 318 configuration files creating 193 editing 193 configure PIN server at client 204 configure PIN server at control 257 configuring a gateway 91 configuring Clients 196 connect by hostname 251 connecting to Clients Linux 54 on different protocols 84 over a remote IPX network 87 over a subnet 85 over an IP subnet 85 pocket PCs 58 quick connect 83 terminal server 105 through firewalls 103 through proxy servers 103 through the Internet 310 understanding IP addresses 328 338 understanding IPX addresses 329 using IP address 83 with a smartcard 219 connecting to clients using PIN connect 80 connecting to Controls through firewalls 103 through proxy servers 103 through the Internet 310 connectivity dialin options 206 remote dialup at Control 258 set HTTP 203 256 set IPX 201 254 set NetBIOS 202 set NetBIOS connection 255 set PIN server at client
170. for long file names remote file edit delta file transfer and more Copy from one workstation to many 15 NetSupport Manager v12 10 workstations distribute software or synchronise folders To ensure security while transferring files use encryption on all data being transferred NetSupport Manager also features live folders When initiating a file transfer to a remote PC the path to any open folders Explorer windows on its desktop is displayed at the top of the file transfer view to ease quick selection Launch Applications NetSupport Manager includes a Launch Application feature that allows you to remotely start applications on a remote PC start installer routines and much more Scripting and Scheduling NetSupport Manager includes a powerful integrated Scripting Language and Scheduler that allows you to automate repetitive tasks from the NetSupport Manager Control and run them at a time when most convenient to you Flexibility Desktop integration with Explorer NetSupport Manager integrates directly with Explorer allowing you to launch key functionality direct from your system without needing to first start NetSupport Manager Connectivity 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 Connect to machines that have Intel vPro capability Utilising the Internet Delivering seamle
171. gration With ExplOrer ccececeeeeee eset eee eee eens nent aaa 180 Remote Command Prompt c ccceeeeeeeeeee cece ee ee esse ee ea ease ea eeeeas 182 Using the Client ccccsceeesceeeeeeeueeeeeaeeeeaeeeuaeeeuseeouaeeanas 184 The Client Information WindOW cceceeeeee sete ee ee este eeeeee seen eeeeaeas 185 Disconnecting from a CONtIOl eceeeeeeee este eee eeeeee eee ee ee eeeeees 187 Raising a Help Request sn ccnccececsceceeneteseeeeesgeceneetaeceeeecaneeransned 188 Chatting to a Control workstation cceceeeeee ee ee sete ease eeeeeeeees 188 Receiving Messages from a Control workstation eeeees 189 Configuring the Client ccccceeseeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeee 190 Configuring the ClONt cciiccsseah ase caceuenweeveusttsiauetenesvueede ct erence ns 191 Editing or creating Configuration files ssssssssssssssrrsersrrserrrresrrees 193 Basic Client Configuration cccceeee cece eset eee ee ee ee ee ee ea ea eaeaeenaeas 196 Advanced Client Configuration ccceceeeeeee eens ee ee eens eens este eaeaes 197 Connectivity OPTIONS cs ccceeeeccevenceteete dente anetent catencewenwaceetseueneedentes 199 Set TEP IP COMMEClIONS veisciaec dice sii tl iade ceaedna sit Hes EEA aAA 200 Set IPX connecti Mheen cicenam aya a a o aaa 201 Set NetBIOS connectio Msia a aaa aa hl Meat aN 202 Set HTTP CONNMECUON aean AEE AEE EE EA RESE 203 PIN S PVGM vies ced eo een a e
172. group 4 The names of the workstations belonging to the selected group will appear in the right hand pane You can change the appearance of the list view by selecting View from the menu bar 5 Select the workstations to include in the deploy routine You can use CTRL Click or SHIFT Click Before deciding to include or exclude a workstation you can view its properties by right clicking on the machine name 42 NetSupport Manager vi2 01 Choosing What To Deploy You can choose NetSupport Manager Package Client Configuration NetSupport Manager License File Uninstall NetSupport Manager Note The properties for each of the above can also be pre defined if it is not convenient to deploy immediately See pre define settings for a future deployment Deploy a NetSupport Manager Package A NetSupport Manager Package is created as standard when the Deploy component is selected with the installation To distribute the package select the required workstations 1 Choose Deploy NetSupport Manager Package from the Deploy main Window drop down menu Or Right click on the selected workstations and choose Deploy NetSupport Manager Package The Deploy Summary dialog will appear Deploy Summary x This is a summary of the options you have selected Check the details and E3 click Deploy to start You can change the properties of the deploy by clicking Properties Type a Deploy NetSupport Manager Packag
173. hat 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 You must set the Security key at both ends Quiet Mode Client not visible on Taskbar Check this box to hide the Client icon on the Taskbar 209 NetSupport Manager v12 10 Access Privileges Basic This property sheet can be used to limit the range of Remote Control options that are available to the Control User NetSupport Client Configurator BO Connectivity Access privileges 4 Security User Acknowledgement Required General Disable File Transfer 33 Access Privileges Disable Execute Audio Disable Remote Registry Access Watch Only Disable Receive Show Disable Remote Reboot Cancel Help User Acknowledgement Required Prevents access to the Client unless a user is present The user at the Client will have to explicitly accept the request to connect before access is granted Disable File Transfer This prevents a Control operator from being able to transfer files to and from the Client The Control user will not be able to copy view or otherwise manipulate files on the Client using the NetSupport Manager Control file transfer options Disable Execute This prevents a Control user from remotely executing applications at the Client from within the menu option in the Control program They can still start applications on the Client while remote controlling the wor
174. he PIN connect feature Remote Deployment Utilities Supported on Windows XP and above The NetSupport Manager Deploy utility enables you to perform multiple NetSupport Manager installations without the need to visit each individual workstation See the NetSupport Manager Deploy section of this manual for more information Scripting Install NetSupport Manager s integrated Scripting and Scheduling suite Create scripts to automate manual tasks and schedule them to run at specific times Ideal for overnight updates See the NetSupport Manager Scripting section of this manual for more information Install Desktop Icons Choose whether to create desktop icons e g for the NetSupport Manager Control the NetSupport School Tutor or the NetSupport School Tech Console to allow easy access to the programs 27 NetSupport Manager v12 10 Install Start Menu Icons Choose whether to create Start menu icons for the components you are installing Note NetSupport Manager provides exceptional multimedia support The NetSupport Manager Video Player enables you to run video files on Client workstations enhancing training sessions and demonstrations This component is installed by default Install to By default NetSupport Manager will be installed in the folder C Program Files NetSupport NetSupport Manager If you want to install in a different folder click Change Click Next to continue Ready to Install To start the install
175. he file on user workstations 48 Select the required workstations Choose Deploy NetSupport Manager Licence file from the Deploy main Window drop down menu Or Right click on the selected workstations and choose Deploy NetSupport Manager Licence file The Deploy Summary dialog will appear Click Properties to enter the details for the deployment Click Browse to specify the folder containing the licence file that is to be deployed The default file is NSM LIC For the new settings to take effect immediately by default the Client Service will be automatically restarted after the deployment If not required uncheck the Restart the NetSupport Manager Client service box Click OK to return to the Summary dialog You can view the contents of the license file by clicking on the file name Click Deploy A progress dialog will appear enabling you to monitor the status of the deployment Click Close when complete NetSupport Manager vi2 01 Remote Uninstall Using NetSupport Manager Deploy you can remotely uninstall a NetSupport Manager package 1 2 3 Select the required workstations Choose Deploy Uninstall NetSupport Manager from the Deploy main Window drop down menu Or Right click on the selected workstations and choose Deploy Uninstall NetSupport Manager The Deploy Summary dialog will appear Click Properties to enter the details for the deployment The Uninstall NetSupport dialog will ap
176. he 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 Audio Settings This property sheet provides configuration options for using Audio Support at the Client C Program Files NetSupport NetSupport Manager client32 ini Master Profile n T Connectivity Volume Security Threshold g 4 9 Remote Control g Microphone Speaker J Gient Interface Test Cornu T Profile Options T Terminal Services Compatibility V Enable Audio Hooking E Hook audio acceleration Always x Volume Threshold microphone sensitivity Microphone volume of microphone Speaker volume of speakers 235 NetSupport Manager v12 10 Test Check this box to test all of the above settings Compatibility Enable Audio Hooking Enable or disable Audio Hooking Note A reboot is required for the settings to take effect Hook audio acceleration Sets the Hardware acceleration level for the Clients Never Leaves the acceleration level at full Whil
177. he 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 The settings can be applied to the current control configuration or to a named configuration 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 Or To apply the changes to a named configuration choose Tools Configurations from the Control Window drop down menu Select the named configuration and click Settings 2 The Settings for Configuration dialog will appear 3 Choose Security Replay Files and enable the appropriate options See Configuring The Control Security Options Replay Files for more information Record Replay Files for Individual Clients This procedure enables Replay Files to be created at machines where the Client Configuration has the Record Replay Files option enabled 1 Run the Advanced Client Configurator at the required PCs 2 Select the profile to amend 149 NetSupport Manager v12 10 3 Select Security Replay Files and enable the appropriate options See Configuring the Client Security Opt
178. her staff before you use this function Sending Ctri 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 Ctri 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 Ctri 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 115 NetSupport Manager vi2 10 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 enhanced 102 key keyboard Prt Capture Of 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 The toolbar
179. hnical Document Setting Up NetSupport Manager to run in a Microsoft Terminal Server Environment TD128 244 NetSupport Manager v12 01 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 245 NetSupport Manager v12 10 Configuring the Control NetSupport Manager allows you to fully configure how the Control Program will operate To provide maximum flexibility NetSupport Manager also allows you to set up multiple Profiles for different Control Users each with their own access and functionality levels 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 on the Settings icon for advanced Configuration options 2 The Setting Configurations dialog for the current Profile will appear Note If you want to change the Settings for a different Control profile you must use Tools Configurations and select the Profile you want to configure 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 fea
180. how Application dialog will appear NetSupport Show Application a Select which Application you would like to Show Application Show Select Cancel _ Drag the icon to the Application you want to Show or click Select O 3 Drag the icon to the required application on the Control s desktop and release a pink border will appear around the selected application as you move the mouse around the desktop Or Click Select and choose the application from the displayed list Note NetSupport Manager will identify if the Control is running multiple monitors giving you the option to confirm which one the selected application is sited on If you are unsure which is the correct screen click Identify If only one monitor is detected select Whole Desktop 4 Choose the Clients to include in the Show Set additional Show Options if required 6 Click Show ul 140 NetSupport Manager v12 01 Audio Support NetSupport Manager allows you to use audible communications to connected Clients via microphones headphones and speakers the Control can also listen to microphone output and background sounds This can be used while Viewing a Clients screen Showing your screen to a Client on their workstation or outside of a remote control session by selecting the required Client NetSupport Manager will only operate Audio if the workstations have Audio Support Installed Using Audio Support 1 Right click the r
181. i2 01 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 Enable Audio Support This turns Audio Support on If you are Showing to only one Client both the Control and Client can speak If you are Showing to many only the Control can speak Announce See Using Audio Support for details Screen Scrape NetSupport Manager s favoured and the most efficient method for capturing screen data is to hook into the Video Driver of the workstation being viewed However there may be occasions when this method will not work because certain applications bypass the driver In these circumstances you can enable screen scrape mode in order to take a snapshot of the screen Although this will have a greater impact on the network it will at least provide an accurate representation of the Client s screen Send 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 fonts will be available but if there are instances where this isn t the case you can send the full inform
182. ient when it is viewed bear this in mind if you regularly view multiple Client s screens If each Client has a 4Mbyte cache and you view 6 of them the Control will allocate 24Mb of memory If the total size of all the caches exceeds you physical memory size then the operating system will start paging memory to disk this will affect the performance of the cache If you have Clients with different cache sizes set configure the Controls to be as big as the largest Client setting That way the Control will always allocate the largest cache the Client can support 319 NetSupport Manager v12 10 Remote Client Hardware and Software Inventories 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 Note
183. ilable at both the Client and the Control and so what is displayed on the screen will appear identical However there may be occasions when a close match cannot be found In these cases it is desirable that the Client sends the Control the full information that it requires to display the data in the same font 231 NetSupport Manager v12 10 Setting this option forces TrueType text to be sent as glyphs i e character shapes rather than character codes This guarantees that they will be displayed correctly at the Control This will however impact on performance especially on Dial up lines and is not usually required Enable Screen Scrape NetSupport Manager s favoured and the most efficient method for capturing screen data is to hook into the Video Driver of the workstation being viewed However there may be occasions when this method will not work because certain applications bypass the driver In these circumstances you can enable screen scrape mode in order to take a snapshot of the screen Although this will have a greater impact on the network it will at least provide an accurate representation of the Client s screen Cache Size Screen data that has been recently sent to the Control by the Client is cached to improve performance A larger cache improves performance at the expense of using more memory at both the Client and the Control Setting this option enables you to tailor the cache size used for ma
184. in Window drop down menu Or Right click on the selected workstations and choose Deploy Select the required Deploy option The Deploy Summary dialog will appear showing your pre defined selections You can edit these if required Click Deploy to start the deployment 51 NetSupport Manager v12 10 Log Files When using NetSupport Manager Deploy information about each deployment whether a package install license update configuration download or uninstall is recorded This provides a useful reminder each time you use the utility of what you have previously deployed The information is stored in a Log File To view Log Files 1 From the NetSupport Manager Deploy main Window select the Log Files tab NetSupport Manager Deploy ae File Log View Help B Network Log Files security B8 Log Files gt NetSupport Manager Eff Thu Sep 19 10 41 05 2013 E Deploy Log H Deployed To 2 In the left hand pane of the main Window increase or decrease the Tree view to see a description of each type of deployment the date and time the deployment took place and the workstations that were deployed to 3 As you select an item from the left hand pane itemised information about that deployment will appear in the right hand pane Printing a Log File 1 Select the required Log File in the Tree view 2 Choose Log Print from the Deploy main Window drop down menu Deleting a Log Fil
185. indow 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 Note 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 arr
186. ing amp 23 Settings 3 Bincions E Disable File Manager Disable Blank Screen 3 Help Requests E Disable Quick Connect Disable Inventory 3 Show E Disable Execute File Transfer E Disable Remote Command Prompt 33 vPro E Disable Duplicate Client Check File Locations E Disable PIN Connect 3 NetSupport Protect Remote Control Disable Control Disable Watch E Disable Share Restrict Functionality You can prevent the following features from appearing in the Control profile 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 PIN Connect e Disable Quick Connect e Disable Execute e Disable Remote Command Prompt e Disable Reboot e Disable Logoff 282 NetSupport Manager v12 01 e Disable Replay 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 set up of your network infrastructure there may be instances where duplicate IDs are in use 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
187. ing additional features ideally suited for the training environment System Automation Use the powerful integrated scripting language to automate regular tasks such as uploading and downloading files Use the Launch Application function to set tasks running without end User intervention Take advantage of the scheduler to save costs by running these tasks overnight Desktop Management Use the combination of File Distribution and Scripting to manage User desktops and distribute software Automatically retrieve workstation information such as Free Disk space Use the Registry Edit functions in Scripting to re configure remote workstations User Management Use the enhanced security features to configure utilities available at a Client Set up different profiles and access levels at both the Control and Client depending on the Users level of responsibility Maintain a Replay File to audit the activity of a Client workstation 18 NetSupport Manager v12 01 Installation In this chapter How to install the required NetSupport Manager components on your Windows based PCs 19 NetSupport Manager v12 10 Planning an Installation Installing NetSupport Manager is exceptionally easy and you should be up and running within a very short time Decide what functions to install On the workstation from which you will remote control other PCs and devices you will need to install the Control On every machine or device that is
188. ing 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 270 NetSupport Manager vi2 01 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 This is to prevent less privileged users from surfing in on the back of a more privileged user 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 Auto Clipboard When enabled provides the quickest method for copying data Use the short cut keys Ctrl C amp Ctrl V to automatically copy to and from the clipboard at both the Control and Client machines Default Mode When you view a client by default you start viewing
189. ions Replay File Settings for more information 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 Playback 2 Navigate to the folder where the Replay Files are stored Select the file to replay 4 Click Open The Replay Window will appear Use the Replay controls to start stop the file Ww At the Client 1 Double click the NetSupport Manager Client icon in the system tray The Client Information window will appear Click the Replay icon 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 AON I ARS NetSupport Manager vi2 01 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 Choose Tools Show Show Replay from the Control Window drop down menu 2 The Show Replay dialog will appear NetSupport Show Replay e Select the replay file to Show Replay file Show C Users
190. ions programs or a third party remote access product such as Microsoft s Remote Access Server Accessing remote workstations for remote control has never been easier If you are using NetSupport s own Remote Communications programs to dial in to a Client workstation or network you must install the NetSupport Bridge on the Client workstation or a workstation on that network and the NetSupport Remote option on the workstation that is to be used as the Control to dial out The Bridge and Remote modules provide an interface that allows the Control to connect to remote Clients as if it were on the same LAN However neither the Control nor the Client workstation needs to be physically attached to a LAN Optimising Remote Connections Performance is naturally affected when communicating with a Client over a dialup link To get the most out of your remote connections follow these simple steps Use the highest speed modems you can Set the Mouse Delay to the highest possible level Ensure the modems are configured correctly use the modem diagnostics and logging to check the throughput Use a large cache at the Client and Control Specifying a large cache means the Control can store more areas of the screen locally without having to ask the Client to send them again Make sure NetSupport Manager s compression is turned on and the modem s compression is disabled in Windows TAPI Setting Limit the colour depth to 16 colour
191. iority over other non priority Users This works in conjunction with the option to allow more than one Control to connect simultaneously If one profile has this set while the other does not the latter will be automatically disconnected 242 NetSupport Manager vi2 01 Terminal Services Settings You can configure the settings for the Client Terminal Server here T C Program Files NetSupport NetSupport Manager client32 ini Master Profile xs Connectivity o Security 9 Remote Control 5 Pa V Run Client in remote sessions ofile Options Base Port 25405 Terminal Services m Client Name Gare Note Terminal Server and other thin clients may not be configured to use the NetSupport Gateway Terminal Services Settings Run Client in Console Session Unchecking this option will stop the Client from running in a Console session Run Client in remote sessions Unchecking this option will stop the Client from running in remote sessions Base Port Enter the required base Port number the default value is 25405 243 NetSupport Manager v12 10 Client Name Enter the required name for the Client if left blank a unique ID will be displayed defaults to CLIENTNAME When entering a Client name you must include at least one environment variable e g computername Note For further information regarding Terminal Server support please visit www netsupportsoftware com support and refer to the Tec
192. ired strings see example above copy them individually to the Install Configuration Options dialog use Ctrl C to copy Ctrl V to paste 35 NetSupport Manager v12 10 Install Directory Specify the directory where NetSupport Manager will be installed Leave blank to install in the default directory Program Files NetSupport NetSupport Manager 36 NetSupport Manager v12 01 NetSupport Manager Deploy NetSupport Manager s Remote Install Utility The NetSupport Manager Deploy Utility provides network administrators with the facility to install and configure NetSupport Manager on multiple workstations without the need to visit the machines individually Within the NetSupport Manager Deploy utility you will have the ability to deploy using an IP address range or alternatively you are provided with a view of your network Both of these methods allow you to pick and choose which computers you want to deploy to The NetSupport Manager Deploy utility can be used to deploy to computers running the following operating systems Windows XP Windows 2003 Windows Vista Windows Server 2008 2008r2 Windows 7 Windows 8 8 1 Windows Server 2012 Windows 10 Note Due to operating system limitations the NetSupport Manager Deploy utility does not work with Windows XP Home Windows Vista Home Premium or Windows 7 Starter Home edition With NetSupport Manager Deploy you can e Remotely install a NetSupport Manager package on
193. ironments where there is limited network bandwidth available or when broadcasting to larger numbers of machines this can affect performance In these circumstances NetSupport Manager s Broadcast File Distribution facility can be enabled This results in the files 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 File Distribution can be sent to Clients using multicast The broadcast will only be sent to machines included in the specified IP multicast address To Distribute Files to a defined Group of Clients 1 Select the Group of Clients you wish to distribute files to from the All Computers folder in the Tree view 2 Choose Group File Distribution from the Control Window drop down menu 164 6 NetSupport Manager vi2 01 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 workst
194. iry date has passed Upon purchase these restrictions are removed once serialisation has been completed This process upgrades the Evaluation Kit into a fully licensed copy To upgrade an Evaluation Kit to a fully licensed copy In the directory that you have installed the Program Manager Group NetSupport Manager open the file PCILIC EXE The NetSupport Manager Licence dialog box will appear asking you to enter your licence details Please note that all entries are cAsE sEnSiTiVe When you have entered the correct licence details click Generate You now have a fully licensed copy of NetSupport Manager 30 NetSupport Manager v12 01 Advanced Installation In this chapter How to prepare and run silent installations across a network Using the NetSupport Manager Deploy utility to perform multiple installations Installing NetSupport Manager on a Mac based system Installing a NetSupport Manager Client on Linux Platforms NetSupport Manager Mobile Control for iOS and Android Installing a NetSupport Client on Pocket PC devices 1 31 NetSupport Manager v12 10 Creating an administrative network installation An administrative installation distribution copy of NetSupport Manager is designed to assist administrators to install NetSupport Manager on networked PCs where the installation media or licence details may not be readily available and it is anticipated that a number of installs will be perfor
195. ives 23 User Acknowledgement 53 Smart Card s Rights to Files and Directores Path 23 Protect Configuration 23 File Transfer 3 Replay Files Terminal Services Any access rights set in the Master profile apply to all profiles unless ovemidden OK Cancel 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 only if 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 Impersonate Logged on user when transferring files When using NetSupport Manager File Transfer the Control user will have the same file access as the logged on user 225 NetSupport Manager v12 10 Impersonate logged on user for network drives The Control user will have the same access to network drives as the logged on user Access rights to directories and files This is used to explicitly allow or deny access to individual drives directories and files This only applies to File Transfer within NetSupport Manager It is hierarchical in nature so you could for example disable access to drive C in general but explicitly grant access to sub folders Note Any access rights set in the master profile applies to all profiles unless overridden Replay File Settings The Replay Files feature enables the Co
196. kstation 210 NetSupport Manager v12 01 Disable Remote Registry Access A Control user can remotely manage and edit the Registry on NetSupport Manager Clients Setting this option will disable that function Watch Only Enables the Control user to be able to view the screen of the Client workstation but prevents them from being able to enter keystrokes or mouse movements Disable Receive Show Prevents the Client workstation from being able to display a Show sent by a NetSupport Manager Control Disable Remote Reboot This prevents a Control user from being able to remotely reboot the Client from the Menu option in the Control Program 211 NetSupport Manager vi2 10 Access Privileges Advanced This property sheet can be used to limit the range of Remote Control options that are available to the Control User i 7 3 a C Program Files NetSupport NetSupport Manager client32 ini Master Profile xa BO Connectivity Access privileges 4 9 Security E Disable Watch Disable Blank Screen 3 User Validation E Disable Share Disable Ctr Alt Del 63 Access Privileges Disable Control F Disable Logoff x E Disable File Transfer Disable Clipboard Access 3 User Acknowledgement ne z Disable Execute Ignore Messages Smart Card E Disable Reboot Ignore Broadcast Messages Connect E Disable Shutdown Client Disable Print Capture 3 Disconnect El Disable Chat Disable Registry Access 3 Protect Configuration E Disable File Tra
197. kstations 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 Using Cache Effectively NetSupport Manager can store areas of the Client screen in local memory This enables the Control to determine whether it needs to get the area from the Client relatively slow or from local memory fast this is commonly referred to as a cache The Client and Control use the same size cache the size of the cache for the Client is set via the Configurator the size of the Control cache is set in the View settings The lower of the Control and Client values is used Use the Cache tab of the About box to determine how efficiently the cache is currently working If the hit rate is low then not many items have been requested from the cache or your remote control session has not been very intensive You could save memory by reducing the size of the cache If the hit rate is high then the cache is being used heavily In this case you may like to increase the size of the cache to speed up the remote control session 318 NetSupport Manager vi2 01 The cache on the Control is created for each Cl
198. layed 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 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 If the 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 167 NetSupport Manager v12 10 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 168 NetSupport Manager vi2 01 Control Client Chat Sessions NetSupport Manager allows you to Chat to any number of connected Clients simultaneously via a scrolling text window A Whiteboard facility can also be introduced during the Chat session enabling a range of screen annotation tools to be used To hold a Chat session 1
199. lling remote Clients enter a user name and password Click Finish 7 The new Gateway will be added to the list view 8 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 three 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 the 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
200. lso present If not the Control will not find any local clients when you perform a browse Some network 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 86 NetSupport Manager vi2 01 Configuring the NetSupport Manager Control to Browse Remote IPX Networks Before configuring a NetSupport Manager Control to browse a remote IPX network it is useful to understand how IPX addresses are formatted You will need to have the IPX network numbers for each IPX network that you wish NetSupport Manager to browse this includes the IPX network number for the local network on which the NetSupport Manager Control is installed See Understanding IPX Addresses in the Technical Reference section of this manual for more information To Configure the NetSupport Manager Control to Browse Remote IPX Networks 1 Choose Tools Configurations from the Control Window drop down menu 2 Select the required Configuration file and click Connectivity and Startup Settings Select Connectivity IPX 4 Check the Use IPX and Record Clients Network Numbers options 5 In the Use Networks box enter each of the IPX network numbers that you wish NetSupport Manager to browse If multiple network numbers are required separate each with a comma Ww 87 NetSupport Manager v12 10 NetSupport Con
201. ltiple Client log files are stored on the same server the file names specified above can include the Clients computer name and the date that the log was created For example Logserveri logfiles computername dd mm yy log In this instance you would be able to build up a daily record of activity on a particular Client machine Acceptable formats for the date are d m y which for 18 September 2003 returns 1893 dd mm yy returns 180903 ddd mmm yyy returns ThuSep2003 ddd dd mmm yyy returns Thul18Sep2003 dddd dd mmmm yyyy returns Thursday18September2003 e For Windows XP and above this file must be a UNC path name as a mapped drive is not available until you log in As User Log File User is the user name and password used to be able to write to the log file when the path specified is a UNC path Append to log file By checking this box NetSupport Manager will continually add to the existing entries in the log file If unchecked existing items get overwritten Reject connection if no log server available By enabling this option you can apply additional security With logging enabled if a Control attempts a connection and neither of the log files can be found the connection request is rejected This ensures that any audit checks that you may have in place will not be compromised due to the activity not being logged while the servers are down 229 NetSupport Manager v12 10 Only log
202. m ISDN el Bor Cancel Help Protocol By default NetSupport Manager is set to have no transport for the Bridge selected Choose to use either the NetBIOS IPX TCP IP protocols for NetSupport Manager Bridge 205 NetSupport Manager v12 10 Bridge Options Load Bridge on Startup Setting this option will cause the NetSupport Manager Bridge to initialise when the Client loads If you do not set it then the User at the Client must load it manually from the menu on the NSM Client before dial in access will be available Inactivity Timeout Specify in minutes a maximum time span of inactivity at the Bridge before the Control disconnects Dialback File You can set up the Bridge to support both passwords and dialback with the additional functionality of dialling back different telephone numbers according to the password Modem ISDN You must select a modem from the list of modems installed in the Control Panel of the workstation for the Bridge to use Dual Channel Bonding If enabled both channels of your ISDN line are combined thus increasing the amount of available bandwidth to 128k However in increasing the speed of transmission you are in effect making two calls MSN Multiple Subscriber Number Specify a number that you want the bridge to accept incoming connections from Depending on the channels in use you need only specify the trailing digit s For example if the ISDN lines in use are 0181 123456 and 018
203. med either at once or over a period of time This type of installation can also be pre configured to set up NetSupport Manager with certain options therefore ensuring that all NetSupport Manager installations are configured in the same way Once created the distribution copy can be used when performing a standard installation a silent installation or as part of a NetSupport Manager Deploy routine To set up a distribution copy of NetSupport Manager on a Server 1 Create a folder on the network that is accessible to all PCs that you may want to install on 2 Copy from your original source media CD or download the file SETUP EXE 3 Create and copy a valid NSM LIC file to this folder If a licence file is not present in the folder when running the install NetSupport Manager will be installed using the default Evaluation licence 4 Create and copy a CLIENT32 INI file to this folder Note You can make the network folder read only to avoid the configuration being altered by unauthorised users To Install NetSupport Manager from a server onto individual workstations 1 At the required workstation navigate to the network folder containing the NetSupport Manager setup files 2 Run Setup exe 3 Follow instructions in Starting the Installation 32 NetSupport Manager v12 01 Silent Unattended Installations A silent installation is one which that requires no input from the user providing a convenient method
204. ming Help messages but not when connected to xxx number of Clients Ensure that you specify the number of Clients you need to be connected to in order to be considered busy Set Status to Busy when connected to xxx or more than Clients Ensure that you specify the number of Clients you need to be connected to in order to be considered busy 285 NetSupport Manager v12 10 Show Settings The Show feature allows you to display the Control screen on all some or one of the Client s screens From here you can configure the settings for a Show Settings for Configuration Standard xa Genera Si W Connectivity E Screen Scrape t Max Colour Depth 256 colours high quality X inka CONE Remote Control Show Hotkeys 5 Control Interface a E Send Physical Fonts t Show File Transfer 5 vPro File Locations NetSupport Protect _ Gncel Hep Screen Scrape NetSupport s favoured and the most efficient method for capturing screen data is to hook into the Video Driver of the workstation being viewed However there may be occasions when this method will not work because certain applications bypass the driver In these circumstances you can enable screen scrape mode in order to take a snapshot of the screen Although this will have a greater impact on the network it will at least provide an accurate representation of the Client s screen Max Colour Depth Allows you to select the maximum
205. multiple workstations simultaneously e Create and download specific Client Configurations to multiple workstations e Remotely update NetSupport Manager licence details on multiple workstations e Remotely uninstall a NetSupport Manager package from multiple workstations simultaneously 37 NetSupport Manager v12 10 Notes e When deploying to a Windows Vista or later PC within a domain the console user must be either logged onto the domain or enter the user credentials when prompted of a domain account that has local administrator rights to the target PC e The Deploy Prompt user option is not supported on Windows Vista and above Installing the Deploy Utility When installing NetSupport Manager select Typical Installation to install the NetSupport Manager Deploy Utility automatically Alternatively you can also choose it as part of a custom installation Planning NetSupport Manager Deploy is a powerful utility that makes installing NetSupport packages on multiple workstations a quick and easy process However while we endeavour to ensure that there are no limitations or incompatibility issues in the use of the software it is recommended that a trial deploy is performed on a small number of workstations to ensure there are no conflicts with other similar products such as remote control or desktop security packages In addition for added security and protection you must have appropriate administrator rights for the
206. n 224 remote control settings 269 remote dialup settings 258 replay files 264 restrict functionality 282 security settings 261 set HTTP connection 256 set IPX connection 254 set NetBIOS connection 255 set TCP IP connection 251 show settings 286 startup settings 266 terminal server settings 105 user permissions 265 control panel video player 146 Control Window 62 hide options 279 list view 75 toolbar customise 65 tree view 71 Ctrl Alt Delete 115 customisable display text 217 222 241 customise toolbar 65 cut and paste remotely 178 D database Client adding 296 deleting 297 properties 299 renaming 297 default settings customise See customise deleting Clients 297 deleting files and directories 156 delta file transfer 154 288 deploy a Client configuration 47 a NetSupport license file 48 a NetSupport package 43 getting started 40 log files 52 main window 41 pre define settings 51 remote Install 37 remote uninstall 49 DHCP connect by hostname 251 dial up links 305 directory copying 154 creating 156 deleting 156 synchronise 159 disable functionality 210 212 237 282 configure Control interface 279 disconnect a Client 108 a Control 187 all Clients 108 configuration options 222 distributing files 164 dual channel bonding enable at Client 205 enable at Control 258 DVD enable playback support 231 enable client location 281 enable geolocation 281
207. n 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 4 The Chat Window will appear on the Control and Client workstations The Chat Window This Window is displayed at each participating members 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 170 NetSupport Manager v12 01 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 progres
208. n 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 sales netsupportsoftware co uk Sales International sales netsupportsoftware com North America www netsupport inc com Technical Support support netsupportsoftware com Sales sales netsupport inc com Canada www netsupport canada com Technical Support support netsupportsoftware com Sales sales netsupport canada com Germany Austria and Switzerland www pci software de Technical Support support netsupportsoftware com Sales sales pci software de Japan www netsupportjapan com Technical Support support netsupportsoftware com Sales sales netsupportjapan com 336 NetSupport Manager v12 01 A access privileges 210 212 access rights for file transfer 225 acknowledge connection by a Control 217 active directory 333 authenticate 215 adding Clients 296 advanced Client browsing 85 terminal server 105 advanced Client configuration 197 applications running at Client See inventory audio support 141 adjusting microphone sensitivity 143 adjusting speaker volume 143 Client configuration 235 Control configuration 278 making announcements 142 auto group 73 basic Client configuration 196 beep when Control receives help request 284 while chatting 170 while viewing 237 bla
209. n 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 Execute Application at Client Sa eon Execute Saved List E _ Enter the name and path including command line gt Parameters of the application to execute at the Client ARAA y Close Hep v Execute only if the Client is logged on Results No result required Name Result Code INVH546 4 Enter the name and path of the application to execute at the Client 130 NetSupport Manager v12 01 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 Check the box Add to List to save it for future use in the Saved List tab Confirm the description and path Click Execute Note If you only want to execute applications to Clients that are logged on select the option Execute Only if the Client is Logged on The application will now be launched at all selected Clients and the result of the operation displayed in
210. n on the Video Player toolbar Or Choose Play Play from the Video Player drop down menus To Pause or Stop a Video file and return to the beginning while it is playing 1 Click on the Pause or Stop button on the toolbar Or Choose Play Stop or Pause from the Video Player drop down menus Note The Pause command blanks any Clients video screens you may be Showing the Video file to To return to the beginning of the video file 1 Click on the Start button on the toolbar to return to the beginning of the Video file Or Choose Play Start from the Video Player drop down menus To fast forward to the end of the video file 1 Click on the End button on the toolbar to fast forward to the end of the Video file Or Choose Play End from the Video Player drop down menus 145 NetSupport Manager v12 10 Video Player Control Panel The Video Player Control Panel operates in a similar manner to standard audio and visual aids Although the commands on the toolbar perform the same actions as would be expected please find a detailed explanation below DP NetSupport Video Player ba E aa File View Play Help Open 00 00 00 00 y File Menu The file drop down menu contains the following options Open Allows you to select and load the appropriate video file Close Closes the open video file Exit Shuts down the Video Player View Menu The view drop down menu contains the following options
211. nager v12 01 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 List 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 details and thumbnail When viewing in large icons the operating system WiFi and battery indicators and location flag if enabled will be displayed Details view will also display the WiFi and battery indicators next to the Client icon Further information is available in Details view by customising the columns displayed Note To enable disable the Client location flags choose View Settings for current configuration Control Interface Settings from the Control window drop down menu and select or clear the Show Client location check box To customise the List view 1 Select View Columns from the Control window drop down menu 2 The Columns dialog will appear Client List Columns Add or remove columns for Client lists All Computers All available computers Available Columns Left most Ad lt lt Remove H B Reset Right most r Hel
212. nate a Security password for the Client profile Authenticate User and Password with NT This only applies to NT Clients and therefore only protects Client Configurators on NT workstations If this option is set the user ID and password entered at the Control must be a valid Act as part of the Operating System NT ID on the Client workstation or its default domain This User Right is not granted by NT as default To grant this User Right Run Programs Administrative Tools User Manager Select Policies User Rights from the drop down menus Check the Show Advanced User Rights check box Select the Right Click on Add Select which users and or groups this right should be granted Click on OK oy U1 oe GL e 224 NetSupport Manager v12 01 8 For this User Right to be recognised you must re log into your workstation Note You can also point the Client to validate the ID in another Domain Restrict Access to Members of the following Groups You can further restrict access by specifying groups Click on Browse to select a group s File Transfer Settings This property sheet is used to control file access i C Program Files NetSupport NetSupport Manager client32 ini Master Profile z t Connectivity File Transfer Settings Disable File Transfer F Disable File Transfer when no User is Logged On impersonate Logged on User when Transferring Files V impersonate Logged on User for Network Dr
213. nce the login has been successful You can also view Client screens from this dialog select the required Client and click View When you have finished click Close to exit 109 NetSupport Manager v12 10 Client Automatic Update A quick and easy way to update Clients to the same version as the Control is to use the automatic update facility Any NetSupport Manager components that are installed on the Client machine will be updated to the current Control version this is available on version 7 00 and above Clients Note Only available on Windows based Clients To Automatically Update the Client 1 Select the Client s that you wish to update 2 Choose Client Update from the Control Window drop down menu Or Right Click and choose Update 3 The Clients will be updated to the same version as the Control Notes The Clients must either be logged in with administrator rights or logged off for the updates to take place The Remote Deployment Utilities must be installed on the Control machine to use this function If disable file transfer and disable execute are selected in the Client Configurator you will not be able to update the Client 110 NetSupport Manager v12 01 Power Management Power on Power off Power consumption equates largely with heat generation which is a primary enemy in achieving increased performance Newer processors are larger and faster and keeping them cool can be a major conce
214. nd 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 174 NetSupport Manager vi2 01 Dealing with Help Requests NetSupport Manager allows a User at a Client workstation to request help from a specified Control workstation If a Control s List view has been set to display Clients details View Details and customised to display help messages the Clients help request message will be immediately displayed in the List view The Help Request folder in the Tree view will also be highlighted NetSupport Manager also allows you to configure Control workstations Help Request warning settings To adjust a Controls Help Request warning settings 1 Choose View Settings for Current Configuration Control Interface Help Requests When a Help Request Arrives section 2 A Control can choose to receive three additional warnings when a Client sends a help request message e Have the Client selected in the List view e Display an independent help request message on the Controls screen e Play a sound when a help request message arrives Settings for Configuration Standard When a Help Request arives Highligt Display a message 1 the Help Request list ko Remote Contro Play a sound a Control Interface
215. nect on the first try Click the Connect icon on the toolbar Enter the PIN code the Client has provided under Enter PIN and click Connect Generating a PIN from the Client 1 2 3 Double click the NetSupport Manager Client icon in the system tray The Client Information window will appear Click Create PIN 81 NetSupport Manager v12 10 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 Double click the NetSupport Manager Client icon in the system tray 3 The Client Information window will appear 4 Click Enter a PIN 5 A keypad will appear Enter the PIN code and click Connect 82 NetSupport Manager vi2 01 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 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 Quick Connect x Enter the name or the address and transport of the Client to connect to Name User name Address HTTP Gateway Gatewy1 y Transport 2 Connect
216. nectivity Server The key to a successful remote support solution is the ability to locate and connect to devices no matter where they are NetSupport Manager provides a range of connectivity methods as standard The NetSupport Connectivity Server is a central hub for managing all your NetSupport connections across the internet From the console you can see what NetSupport Connectivity components are installed and in use NetSupport Connectivity Server Console To open the NetSupport Connectivity Server right click the NetSupport Connectivity Server icon in the system tray and select Open or double click the icon An overview of how many Clients are currently connected is displayed Further information can be found in each of the tabs Features Shows you what components of the NetSupport Connectivity Server are installed Clients Displays a list of all the NetSupport Clients that are currently connected to the NetSupport Connectivity Server Active sessions Displays a list of current connections between a NetSupport Control and a NetSupport Client with the date and time that the connection started Services only applicable to the Name Server Displays a list of NetSupport School Tutors that are active in Room mode This allows NetSupport School Clients to connect to the room through the Name Server To configure the settings for the NetSupport Connectivity Server select File Configure Connectivity Server from the drop d
217. netsupportmanager com downloads asp 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 22 NetSupport Manager v12 01 Processor Strong ARM processors X86 Compatible ActiveSync capabilities Device RAM 32Mb 64Mb recommended Storage 5Mb free space required Starting the Installation Download your copy of NetSupport Manager from www netsupportmanager com downloads asp Click the appropriate language from the menu and select the option to install NetSupport Manager Select which installer to use setup exe or MSI file If an Active Directory deployment is required you will need to install using the MSI file Notes e If you are upgrading your Windows operating system you must ensure that you uninstall NetSupport Manager prior to upgrading NetSupport Manager can then be re installed once the operating system upgrade has been completed e When installing make sure that you are logged in as an Administrator 23 NetSupport Manager vi2 10 NetSupport Manager Setup Program The Setup program Welcome screen will appear JE NetSupport Manager InstallShield Wizard Sa ER Welcome to
218. nfiguration Control Interface Settings from the Control window drop down and select the Show Client location check box 1 Select the Display icon in the Control window 2 Click the relevant icon under the Item badges section 3 The selected icon will be displayed next to the Client 76 NetSupport Manager vi2 01 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 runa Browse action first Note You may be using NetSupport s Gateway facility to establish Client connections in which case you can choose to includ
219. nfigurator from the command line by entering the appropriate parameters For example c program files netsupport netsupport manager pcicfgui exe If School Components have been installed you can load the NetSupport School Client Configurator by entering c program files netsupport netsupport manager pcicfgui exe s Note When performing a custom installation the Configurator Component must have been selected for this option to be available 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 You can run the Configurator in two modes Basic or Advanced Some of the options are accessible in both modes Basic Client Configuration Basic Configuration is used for standard settings such as the Client Name the transport s that it will use and simple security such as password and security keys Note Basic Client Configurations can also be set as part of the NetSupport Manager installation process Choose this option if You are using the Client Configurator for the first time You only wish to set simple security and configuration options You do not need to create multiple profiles for different Control Users who might connect to this workstation 191 NetSupport Manager v12 10 Note Do not use the basic option if y
220. ngs 284 configuring settings 239 dealing with 175 sending 188 use web based application 239 hide interface settings 279 hot fixes See inventory hotkeys 273 HTTP connecting Clients Controls 89 set at Client 203 set at Control 256 I icons create desktop icons 248 toolbar 67 use small toolbar icons 62 116 125 using command line instructions 330 inactivity timeout set at Client 231 initialising NetSupport 61 install configuration options 34 installing 20 33 evaluation kits 30 existing installation detected 29 gateway 25 mac 53 on chrome OS devices 55 on Linux machines 54 on Pocket PCs 58 NetSupport Manager vi2 01 planning 20 properties for silent install 34 remote deploy 37 select an installation type 25 Server 32 silent unattended 33 uninstalling 30 instcfg exe 33 integration with active directory 333 integration with explorer 180 disable shell 279 intel vPro 106 interface settings configure 279 Internet gateway 89 use over 310 inventory 320 check for hot fixes 323 disable at control 282 disable features 212 list applications 324 list processes 324 retrieve via explorer 180 software and hardware 320 IP connections 83 IP subnet browsing 85 IPX set at Client 201 set at Control 254 IPX subnet browsing 87 L launching applications 130 Linux support 54 list view 75 load bridge on startup 206 load control from command line 330
221. nking Clients screens 120 broadcast show 135 251 browsing 77 advanced 85 for Gateway Clients 77 for terminal server Clients 105 Gateways 101 IPX network 87 over a subnet 85 over an IP subnet 85 specify subnets 251 understanding IP addresses 328 understanding IPX addresses 329 buttons toolbar 67 C cache 231 269 318 capture print output 177 275 capture screen 125 change file attributes 157 chat Client initated 188 Control initiated 169 disable 172 212 237 group chat 169 initiate in explorer 180 send audible beep 170 chrome OS 55 client update 110 Client accept reject connection 218 acknowledge connection 217 automatic login 109 chat to a Control 188 Client Main Window 185 configuration 196 disconnecting a Control 187 features 184 inventories 320 load bridge at startup 206 power off 111 power on 111 properties 299 raising a help request 188 receiving messages 189 remote installation 37 restarting 317 security See security at the Client unloading 317 client automatic login 109 client automatic update 110 client configurator terminal services 243 Client Configurator access privileges 210 212 audio settings 235 Client interface options 237 Client settings 237 connect options 220 connectivity options 199 dialin options 206 337 NetSupport Manager v12 10 disconnect options 222 enable smartcard logon 219 help request settings 239 pro
222. nly Remote Control V Hide Dial Directory Dial Directory Read only a Control Interface Hide Gateway Gateway Read only 423 Settings 23 Functions Disable Browse Message on Disconnect 23 Help Requests V Use intemal speaker for Beep Silent Disconnect 3 Show Hide Auto Group List File Transfer Hide empty auto groups 3 vPro 3 File Locations Shell Extension gadda Net rt Protect NetSupport Prokeck Disable Shell Extension Location details 7 Show Client location re Se 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 279 NetSupport Manager v12 10 Hide dial directory Check this box to disable all Remote Network functions The Remote Networks branch is removed from the Tree view and all related menu items and Toolbar buttons are removed 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 r
223. nnect icon 4 Adialog box will appear listing the Controls to which you are currently connected 5 Select the Control s from which you want to disconnect 6 Choose OK to disconnect from the selected Control Ww 187 NetSupport Manager v12 10 Raising a Help Request NetSupport Manager allows a User at a Client workstation to request help from a designated Control workstation To request help at the Client 1 Double click the NetSupport Manager Client icon in the system tray and click Request Help Or Press the hot keys usually ALT LSHIFT RSHIFT 2 This opens the Request Help dialog into which Clients type their name and help request message 3 Clients can also choose to Cancel their previous help request by clicking Cancel Previous Request 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 When a Client is connected to a Control they can initiate a chat session To initiate a Chat session 1 Double click the NetSupport Manager Client icon in the system tray The Client Information window will appear Click the Chat icon The Chat Window will appear Type the message and press enter or click Send If you need to alert the Control user that you
224. nsfer when no User is Logged On File Transfer E Disable Remote Command Prompt 3 Replay Files 83 Event Logging Remote Control Inventory G V Disable Close Applications Client Interface at V Disable Service Management Profile Options shin W t Terminal Services Disable Watch Prevents a Control from Viewing the Client at all File transfer scripting and other functions are still available Disable Share Allows a Control to View a Client in Watch only mode Disable Control Prevents a Control from being able to lock out the Client s keyboard and mouse 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 212 NetSupport Manager v12 01 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 Disable Shutdown Client Prevents the User at the Control from being able to shut down the Client program from a script 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 NT Use
225. nt 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 Silent disconnect Should a Client inadvertently disconnect during a session a prompt appears at the Control machine Check this option to disable the warning Shell Extension NetSupport Manager integrates directly with Windows Explorer allowing you to launch key functionality direct from your system without needing to first start NetSupport Manager Disable Shell Extension Check this box to remove NetSupport Manager functionality from the Explorer shell Location details Geolocation Show Client location This option will display the location of the Client in the Control NetSupport Manager will display the approximate location of each Client the town state and country with supporting flag Clients can be grouped by country location in the Auto Group feature 281 NetSupport Manager vi2 10 Functions This property sheet enables you to restrict the functionality that is available to the Control 7 Settings for Configuration Standard ren General Restrict Functionality t Connectivity E Disable File Transfer Disable Reboot b Security E Disable Chat F Disable Logoff 3 Remote Control 1 kes S Ss E Disable Send Message Disable Replay 4 Control Interface am Disable Broadcast Message V Disable Registry Edit
226. ntrol to record and playback the screen activity that takes place at a Client workstation while it is being remote controlled viewed re C Program Files NetSupport NetSupport Manager client32 ini Master Profile a W Connectivity Replay File Settings 4 W Security E Record Replay Files User Validation Prefix Fi ccess Privileges User Acknowledgement 3 Smart Card 3 Connect 3 Disconnect 3 Protect Configuration 3 File Transfer 3 Replay Files 3 Event Logging Remote Control Client Interface Profile Options Terminal Services 226 NetSupport Manager v12 01 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 Folder 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 As User The user name and password used to write to the log file 227 NetSupport Manager v12 10 Event Logging Log files record the activity that takes place at a Client machine while it is being remote controlled Standard inf
227. nts O Shared Documents ay Printers and Faxes Details Bp search gt Folders Fz A lewd TRT 200E Mac OS X Server Iosbuild Marketing01 ereen Open Explore M Remote Control e M Chat M Inventory Report Create Shortcut Properties Paul Saint s XP Machine NslpOsxp M Wa Nslweb011 Seeeg RSI Isbuild Nslbuild002 E Nsidsc002 Nsldsc004 Nslgrw pe NsInetx001 Simon Churchill s PC Nslsjc reese Sim win8 1 objects selected 3 Select the appropriate NetSupport Manager function You can choose 180 NetSupport Manager v12 01 Remote Control To view the selected Client screen Chat To open a Chat session with the selected Client Inventory To retrieve a full Hardware Software Inventory of the selected PC To disable NetSupport Manager Functionality If required NetSupport Manager Explorer functionality can be disabled in the Control Configurator 1 2 3 Select Tools Configurations from the Control Window drop down menu Select the Control Profile to apply the changes to Choose Settings From the Configuration Settings dialog choose Control Interface Settings Check the Disable Shell Extension box 181 NetSupport Manager v12 10 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
228. o browse a remote IPX network you must know the IPX network address of the remote network The NetSupport Manager Client can display the IPX network number of the IPX network to which it is attached 1 From the Client main Window select Help About the Client 2 Click Transports The IPX address is shown in full Make a note of the network portion of this address it will be required when configuring the Control 329 NetSupport Manager v12 10 Using Command Line Instructions 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 create different Control profiles 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 N Loads a specific Control Configuration Created using Tools Configurations from the Control Window drop down menu Note When using control configuration profiles it is advisable to password protect the configuration and keep the standard configuration unchanged to avoid locking yourself out of the control Syntax PCICTLUI NPROFILE NAME where profile name the stored configuration
229. o different numbers according to password Connection audit trail Disable file transfer or specific files and directories Allow a Control to Watch only Restrict file transfer to specific drives directories and files Customise Control and Client profiles to enable and disable virtually every feature depending on the security level of the signed on user e Integrates with existing NT profiles and security e Smartcard support any login performed on the Control PC is re directed and applied on the Client PC e Smartcard authentication user validation for connections supports authentication using a Smartcard PIN as well as the existing remote login support 17 NetSupport Manager v12 10 Applications NetSupport s wide range of features makes it an ideal tool for a wide range of applications Some examples might include Help Desk Use the remote control features to provide fast cost effective support to end Users in an Office or Help desk environment Reduce the cost of providing support while improving productivity and the speed of problem resolution Telecommuting Use the Remote Communications modules to enable staff to work from home while having access to all the functionality on their office workstation Training NetSupport s sophisticated Show functions provide the ideal demonstration tool In addition a full working copy of NetSupport s training package NetSupport School comes as standard provid
230. o run in the same schedule You can even set the running of one Script to depend on the results from another NetSupport Scripting is an exceptionally powerful tool and there are an almost unlimited number of ways on which it can be used Here are just a few ideas for you to consider Connect to Clients at remote sites overnight via a dial up link and retrieve there days Sales Connect to every Client on the Local LAN and retrieve its free disk space Raise an alert if it is less than a certain limit Send a command to every Client to log in to the File Server and download a database Send a message to all Clients to be read by the Users first thing in the morning Download an application overnight and use the Execute Command to run its Set up e Update your NetSupport Manager Clients to the latest version The list is endless 315 NetSupport Manager v12 10 Technical Reference In this chapter Additional technical information is provided which will further enhance your understanding of NetSupport Manager features NetSupport Manager v12 01 Unloading a NetSupport Manager Client This allows you to stop the NetSupport Manager Client program from running 1 Use Net Stop Client32 from the command line Restarting a Client In order to save any changes made to a Profile the file Client32 INI must be saved Once saved Windows should be restarted for these changes to take effect You can stop start
231. ocally on each workstation you may wish to use File Distribution to do this Other influencing factors will be The number of Client workstations accessing the file The speed of the network e g 10 100 MB e The size of the video file Client workstation memory performance specification Other traffic on the network Notes e If a Client workstation is required to retrieve files from a Server for smooth operation ensure that the Client workstation has sufficient access rights to the relevant drive and files e The video adapter of the workstation and how the screen resolution is configured will affect the quality of the display 144 NetSupport Manager vi2 01 To Play a Video file on a workstation 1 Perform a Show to the Client workstations you want to watch the video file 2 While performing the Show launch NetSupport Manager Video Player by double clicking on the NetSupport Manager Video Player icon in the NetSupport Manager Program folder The Video Player control panel will appear 4 Choose File Open from the Video Player drop down menus to select the correct video file 5 The Video Player video screen will then appear below the toolbar with the selected file loaded ready to be played Ww Note NetSupport Manager s Video Player utilises the Audio Support software and hardware installed on your operating system please adjust these to suit your needs 6 Click on the Play butto
232. odogododo zones Caneel ee Disable NetSupport Protect Decide whether to switch protection off when you first connect to the Client machines or when you open a view session Security A NetSupport Protect configuration should be secured with an Administrator password You will need to enter that password here as confirmation that you are authorised to turn desktop protection off To find out more about NetSupport Protect and to download a free trial copy visit www netsupportprotect com 294 NetSupport Manager v12 01 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 295 NetSupport Manager v12 10 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 Control Window drop down menu and manually enter the details
233. ogoff if user has changed If a Control needs to logon to a Client workstation under a different name to the user for example as an Administrator it prevents the user inheriting the Control users rights should the connection be unexpectedly lost Disconnect Display Text Specify a customised message to be displayed at the Client workstation when a Control disconnects The text can also incorporate a choice of default parameters should you wish the Client to know for example the name of the Control User The available options are 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 223 NetSupport Manager v12 10 Protect Configuration Settings This property sheet allows you to protect the Client Configurations ra C Program Files NetSupport NetSupport Manager client32 ini Master Profile Connectivity Options d W Security Configurator Password 3 User Validation pe Access Privileges User Acknowledgement NT Options mart Card Authenticate User and Password with NT 23 Connect 23 Disconnect amp 3 Protect Configuration File Transfer 23 Replay Files o vent Logging T Remote Control Client Interface T Profile Options Terminal Services Configurator Password Nomi
234. ol s Group details To make files Read Only check the Group List Read Only check box in the Control Configuration User Interface settings 292 NetSupport Manager vi2 01 Remote Networks File Use Browse to specify an alternative location for all profiled Control s Remote Network details To make files Read Only check the Dial Folder Read Only check box in the Control Configuration User Interface settings Tools File Use Browse to specify an alternative location for all profiled Control s Tool details There is no facility to make these files Read Only Scripts File Use Browse to specify an alternative location for all profiled Control s Script details Use shared data files Checking this option allows you to share data with other users 293 NetSupport Manager v12 10 NetSupport Protect Switch Desktop Protection Off NetSupport s desktop security product NetSupport Protect compliments NetSupport Manager range of functionality by further protecting Windows operating systems and desktops from unwanted or malicious changes If NetSupport Protect is installed on the Client machine you may need to disable the protection in order to conduct your remote control session To Disable NetSupport Protect choose View Settings for Current Configuration NetSupport Protect from the Control Window drop down menu Settings for Configuration Standard Disable NetSupport Protect 4 a Giodos
235. olders 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 e 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 156 NetSupport Manager v12 01 4 The Create Folder dialog will be displayed 5 Enter a name for the folder click OK Renaming Files 1 Select either the Control or Client pane List view 2 Select the file to be renamed 3 Click the toolbar Rename button or press F2 4 Enter the new name for the file in the black boarder next the file icon 5 Press the Enter key when finished Changing File Attributes There may be times when yo
236. omputers Gateways Computers available via a gateway AJKI AJK3 AJK6 INVH454 AJKS 10 0 1 205 5405 Connected Setti KE o t jettings a g connect 57 NetSupport Manager vi2 10 Installing a NetSupport Manager Client on Pocket PC Devices Support for Windows CE compatible devices is provided enabling installation of a NetSupport Manager Client on Pocket PCs A NetSupport Manager Control can then connect in the usual manner and perform a range of remote control tasks such as Chat Message and File Transfer Note If required a NetSupport Manager Control can be installed on a Pocket device For full installation instructions refer to our download site at www netsupportmanager com downloads asp P Settings Pe find Help Sharo Umaedkmtoad An MSI Installer can be used with Microsoft ActiveSync to install the Client on a Pocket PC Device that has WiFi wireless LAN capabilities 1 Before installing NetSupport Manager for CE ensure that the basic prerequisites for your Pocket PC are in place A relationship between your Control PC and the hand held device should be available and ActiveSync should be running 2 With your Pocket PC device connected to the Control PC run NetSupport Manager s CE Installer This is a downloadable utility Please visit our downloads area at www netsupportmanager com downloads asp 3 The installer will detect the Pocket PC device and install a NetSupport Manager CE
237. on for easy launching of an application will appear on the Quick Execute toolbar To edit a saved Executable application T 1 2 3 4 5 Oy OU eI 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 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 132 NetSupport Manager vi2 01 User Defined Tools As well as allowing a Control to launch applications on Client workstations you can automatically run a task on a Control workstation using a Defined Tool These tools can also be copied to other Control workstations for use To Add a Tool 1 6 7 8 Choose Tools User Defined Edit from the Control Window drop down menu Or Click Tools Edit on the toolbar The User Defined Tools dialog will appear User Defined Tools wesa Tools Menu Text Path Arguments Close Click on the Add button The Add Tool dialog will appear Choose to add a Program or Script tool by selecting the appropriate tab Enter the required information Click OK The tool will be listed Click Edit to change the properties of a listed tool or Delete to remove the tool 133 NetSupport Manager v12 10 To run a Tool
238. ool Configurator Client settings and security are established using the Client Configurator Basic settings can be entered at the end of the installation process but to set more advanced options install the Configurator component Control Install this component on workstations that will be taking control of Client workstations It is recommended that the Client component is also installed in order to use the full range of NetSupport Manager functions for example Show 26 NetSupport Manager v12 01 Tutor Installs the Tutor component of NetSupport s training tool NetSupport School Tech Console Installs the Tech Console component of NetSupport School This provides lab technicians and network managers with the main NetSupport School features Gateway NetSupport Manager s Gateway feature provides a means of connecting Clients and Controls across the Internet thus delivering web based remote control without the need for modifications to existing Firewall configurations There is no direct connection between the Client and Control all data is passed via the Gateway The Gateway component can therefore be installed independently of the Control and Client If you choose to install the Gateway component the Gateway Configuration dialog will appear after the installation has finished PIN Server Installs NetSupport Manager s PIN server The PIN server provides the central point where a unique PIN code is created when using t
239. ormation would include the name of the Control that had initiated the connection and the date and time that the session started and ended The text files that are created provide a useful audit trail but you can also enhance Client security using this feature i gt C Program Files NetSupport NetSupport Manager client32 ini Master Profile W Connectivity Event Logging 4 Security F Enable Logging amp 3 User Validation E Log to NT Event Log Access Privileges E Log to File User Acknowledgement Smart Card client32 Jog Connect 23 Disconnect 23 Protect Configuration File Transfer Replay Files Event Logging Remote Control Client Interface g Pe Profile Options ip Terminal Services es Se Enable Logging Select this check box to enable logging Log to NT Event Log Sets the log to be maintained within the NT Event Log Log to File Sets the log to be maintained within a text file This file can be on the local workstation or on a server Multiple Clients can write to the same log file Primary Log File Specify the path and file name log where the log file will be stored 228 NetSupport Manager v12 01 Secondary Log File Specify the path for a secondary log file In the event that the primary path cannot be found for example the server is down the file will be stored here Notes e To make the tracking of log files easier particularly if mu
240. ort Manager v12 10 Control Configuration As with the Client HTTP also needs to be enabled at the Control 1 2 3 From the Control Window drop down menu select Network Configure Connectivity HTTP Or To apply the setting to a specific profile choose Tools Configurations from the Control Window drop down menu Select the required profile and choose Connectivity and Startup Settings Check the Use HTTP box port 443 is configured by default 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 QJ M Adda Gateway Add a name and a description for this new Gateway Name Description 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 primary Gateway is unavailable If this Gateway is to communicate through a Proxy Server enter the IP Address and Port to use Click Next 100 NetSupport Manager v12 01 5 Enter the Gateway key This must match the key set at the Gateway and Client end 6 To restrict the use of browsing and contro
241. ost When the NetSupport 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 Using the mouse you can select and highlight the Client or Clients to work with 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 connected Having connected to Client machines NetSupport stores a list of Clients in the Tree view All Computers folder These are Known Clients NetSupport Manager v12 01 About NetSupport In this chapter You will be introduced to the main features and benefits of NetSupport Manager 13 NetSupport Manager v12 10 Features NetSupport Manager contains a wealth of features to assist you to train support monitor and manage Clients Environment e Browse locate and connect to all systems across your LAN or WAN e Install on Client workstations without the need to visit the individual machines using NetSupport Manager s Remote Deployment Utility e Silent installation across the WAN e Central maintenance of Client Profiles 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 works
242. ote Communications OVErVieW sssssssssssrrsssrrrrrrrnsrnnnrnrnnnenn 304 Optimising Remote Connections ssssssssssrsssrrrsrrrunsrnnnrrnnnurnnnrrnus 304 Setting up Remote COMMuUN CAt ONS sssssssssrrssrrrnnsrrrnrrrunsrrnsrrnns 305 The NetSupport Manager Bridge c eceeecee cece cece teense ease eeeeeeaeas 306 Setting Up a Mode Misiista ianareo a aa saad enone red 307 Using NetSupport Manager Over A Null Modem Serial Cable 308 Using NetSupport Manager over the Internet eeeeeeeee eee 310 NetSupport Scripting cccccsscsccecceneeneeneesceneeneessenseseenees 312 NetSupport Scripting OVErVieW ccecceceeeeeee tenes ee tenes eee ea eee ne ea ennees 313 Starting the Script Editor ass icici nei anaiai aniaui aan Daab aN AE aa 314 Creating a simple Script scicciesieieccevecageaeeeieescateessectaner N REN 314 Scheduling and Running a Script s ssssssssssssssrrssrsrnssrnrrrerrnernrnnrs 315 Technical Reference ccsceeeseeeeeeeeeeeeeueeeeueeeeueeeeueeeanae 316 Unloading a NetSupport Manager Client cseeeeeeeeeeeeeeeeeeeees 317 Restarting a Cent sadoissa aa aar a T Fekel seaman ned 317 Using Compression Effectively s ssssssssssrsssrsrrserrrrnnrrerrrrrnsrnsrens 318 Using Cache Effectively araiarraren aia 318 Remote Client Hardware and Software InventorieS eeee 320 The Inventory WiNdOW cceeeeee eee ee ee eee eee seen seat a eae a eae e tees 321 Using NetSu
243. ou have set up multiple profiles using the Advanced Option as this will also change the Master Profile in the Advanced Configuration Advanced Client Configuration The Advanced option provides access to NetSupport Manager s wealth of configuration and security options It lets you tailor the response of the Client to different Control Users who may access the workstation and provides links to areas such as NT Security Note When performing a custom installation the Configurator Component must have been selected for this option to be available Choose this option if e You are an experienced User You need the Client to react differently depending on which Control User is connecting You wish to enable disable individual features You want to link to NT Security You want to restrict a Control User s access to specific drives folders or files Note Any changes you make to the Master Profile in the Advanced option will overwrite any setting that you have made using the basic option 192 NetSupport Manager v12 01 Editing or creating Configuration files Choosing the Advanced option from the Client Configurator creates configuration files This will display the Advanced Configuration Window The default Configuration file is called CLIENT32 INI and is stored in the NSM installation directory of the Client workstation You can use either this file or a different file on a server to which the Cli
244. ow 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 162 NetSupport Manager vi2 01 File Distribution The File Distribution Window The File Distribution Window is used for distributing files to multiple Clients simultaneously lt J All Clients File Distribution lees File Client Folder View Window Help y _ i i E6 B h Set Lock A reate Previous Settings Destination Folder i Folder Folder i Local Computer Contents of C Filter A E Local Computer Name Type File Description Modified we Deter Boin File Folder 30 03 2012 09 30 10 zl Pe a ri B dell File Folder 29 03 2012 12 39 12 oppy Drive A File Fol 254 SETS B drvrtmp ile Folder 20 01 2005 12 25 06 Dante File Folder 29 03 2012 12 46 52 Backup D gt Compact Disc E Bone File Folder 11 04 2012 10 26 06 EE marketing on 100 014 Z B PerfLogs File Folder 14 07 2009 03 37 06 B Program Files File Folder 20 09 2013 12 16 52 B Users File Folder 14 03 2013 10 00 48 B Windows File Folder 05 08 2012 11 09 40 B Windows old File Folder 26 07 2012 21 31 24 BJautoexec BAT Windows Batch File 10 06 2009 22 42 22 B config ss System file 10 06 2009 22 42 22 L VIRTPART DAT DAT File 01 12 2010 12 48 56 25 165 TE A Name Destination Folder Description Client Platform vB visas CA BY Windows v Miginvi36e CA EY Windows Ready 13 Files
245. own menu 88 NetSupport Manager v12 01 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 Notes e Client and Control configurations can have both TCP IP and HTTP enabled simultaneously thus ensuring that local connections are still valid e Inversion 9 10 Port 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
246. p le OK pi 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 75 NetSupport Manager v12 10 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 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 the position from the left of the List view Quick Access bar The Quick Access bar allows you to view Clients groups you have recently connected to From here you can see an overview of the Client details and perform a number of commonly used functions including connecting to and viewing the Client Note Click the first item in the Quick Access bar to switch between recent connections and pre defined groups To display the Quick Access bar 1 Choose View lt Toolbar Quick Access bar Customising the Client item badge An item badge can be displayed next to each Client in the Quick Access bar You can choose the badge to be displayed from operating system type of device or country flag You can also choose to display the battery and WiFi details Note To display the country flag for the Client the Show Client location setting must be enabled Choose View Settings for current co
247. panying documentation for a period of ninety 90 days from the date of purchase NetSupport 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 10 NetSupport Ltd may terminate this licence forthwith by notice in writing to you if you commit any serious breach o
248. pear E Uninstall NetSupport Manager P E General Acknowledgement Message Restart Description Uninstall NetSupport Manager Cancel Help Enter the properties for the deployment by selecting the four tabs in turn General tab Provides a description of the package being uninstalled Acknowledgement tab Consider whether the workstations will be in use when commencing the deploy You can choose to e Uninstall NetSupport Manager Immediately No prompt will be received at the workstations being deployed to 49 50 NetSupport Manager v12 10 e Warn user before uninstalling NetSupport Manager The user will receive a prompt and needs to click OK for the uninstall to commence Users cannot cancel this e User can postpone uninstall of NetSupport Manager You can specify the number of times a user can postpone the uninstall If the user does choose to postpone they will be prompted the next time they restart the workstation Message tab You can specify a custom message to be displayed at each workstation while the uninstall is in progress Restart tab To completely remove all NetSupport Manager files the workstations must be restarted e Insist user restarts machine A message will be displayed at workstations advising the user to restart the PC to complete the process e Force restart At the end of the deployment a message is displayed advising users that the workstation will be rest
249. pear and immediately show you the first Client in the sequence It will cycle through the selected Clients showing their screens on the Control until you end the Scan ol e Note If you want to start scanning from a particular Client select their name in the Scan dialog 123 NetSupport Manager v12 10 To end a Scan 1 Choose Scan Close from the Scan Window drop down menu Scanning Multiple Client Screens Multiple Client screens can be scanned simultaneously in one Scan Window To Scan multiple screens simultaneously 1 Choose Tools Scan from the Control Window drop down menu Or Click the Desktop icon on the Control toolbar and choose Scan 2 The Scan dialog will appear 3 Specify which Clients to Scan by removing or including the check mark next to the Client name 4 Select Display multiple Clients at a time 5 Select number of Client screens to be displayed in the Scan Window 6 If scanning more than four Client screens select a Scan interval Click Scan 8 The Scan Window will appear To End the Scan 1 Choose Scan Close from the Scan Window drop down menu 124 NetSupport Manager vi2 01 The Scan Window The Scan Window is a special type of View Window that cycles through the selected Client screens displaying each in turn for the pre determined Scan Interval The Scan Window for a single Client scan is divided into the following sections Bt NATIONAL cjn CEOGRAP
250. perties Members Tab from the Control Window drop down menu 2 Select the Client s you wish to remove from the group and click Remove 301 NetSupport Manager v12 10 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 and 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 01 Remote Communications In this chapter Learn how to use NetSupport Manager s comms options enabling you to reach the remotest of Clients 303 NetSupport Manager v12 10 Remote Communications Overview NetSupport Manager supports communications over modems the Internet ISDN or direct serial links on all protocols and operating systems You can either use NetSupport s own Remote Communicat
251. port Manager vi2 10 File Manager The File Manager Window The NetSupport Manager File Manager serves the same purpose as Microsoft Explorer Rather than exiting the NetSupport Manager program and editing the Control workstation do it from within NetSupport Manager lt J NetSupport File Manager a File Folder View Window Help i i Open Create H Settings Item Folder i Local Computer Contents of C Filter E E J Local Computer Name 2 Type File Description Modified Hil Desktop Babin File Folder 30 03 2012 09 30 10 A Documents a E Foo eti B del File Folder 29 03 2012 12 39 12 B drvrtr File Fold 20 01 2005 12 25 06 WINTPRO C mae rmp AAAS be Binte File Folder 29 03 2012 12 46 52 Backup D j Compact Disc Bane File Folder 11 04 2012 10 26 06 E marketing on 10 0 0 14 Z B PerfLogs File Folder 14 07 2009 03 37 06 B Program Files File Folder 20 09 2013 12 16 52 B Users File Folder 14 03 2013 10 00 48 B Windows File Folder 05 08 2012 11 09 40 B Windows old File Folder 26 07 2012 21 31 24 autoexec BAT Windows Batch File 10 06 2009 22 42 22 a config ss System file 10 06 2009 22 42 22 _ MIRTPART DAT DAT File 01 12 2010 12 48 56 25 165 i i Ready 13 Files 25 165 858 bytes 1 selected 10 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 con
252. pplications so data could be lost 107 NetSupport Manager v12 10 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 108 NetSupport Manager vi2 01 Client Automatic Login If a generic naming convention is used for your PCs you can automatically log the Clients in to save time To automatically login Client machines 1 2 Select the Client machine s you wish to login Choose Client Login from the Control Window drop down menu Or Click the Login icon on the Control toolbar Or Right click and choose Login The Auto Login dialog will appear r W Login Es Login Details Usemame Password Domain p Status Name a User Name View m XP SP3 testing Close Help Enter the user name password and domain and click Login The user name will appear o
253. pport Connectivity Server Configuration Utility You can access the dialog at the end of the installation when the dialog will appear automatically or via the NetSupport Connectivity Server icon which appears in the workstations system tray Right click on the icon and select Configure Connectivity Server The dialog can also be accessed from the NetSupport Connectivity Server Console select File Configure Connectivity Server from the drop down menu Alternatively you can run the file Pcigwcfg exe from the NetSupport Manager program folder Note To display the Gateway icon in the system tray choose Start Programs Startup NetSupport Connectivity Server Console General tab E NetSupport Connectivity Server Configuration Utility Se General Keys Operators Redundancy Licenses Security Listening Port and Interfaces Listen on all IP interfaces Portis 443 e g 443 3085 etc C Listen on specified IP interfaces l IP Address Port ey en Comms Management Packet Interval CMP secs 60 Event Log Files Location c Program Files Net Suppot NetSuppot Mana Max file size KB poo Browse Cancel Help Listening Port and Interfaces Listen on all IP interfaces The NetSupport Connectivity Server uses HTTP Port 443 by default 91 NetSupport Manager v12 10 Note If the Control and or Client are located behind a firewall you will need to enable Port 443 within your firewalls con
254. pport Manager s Security features effectively 326 Understanding IP AddreSSes c cceeeeeeee teense eee eeeeeeeaeaeaeaeaeaeaees 328 Understanding IPX AddresSSes ccceceeeeeeeee teense eeeeeeeaeaeaeaeaeaees 329 Using Command Line Instructions csceceeee esses eee eeeeee eee enna 330 Integration with Active Directory cccceeeeeee cece eee eee eee tees ee ea es 333 Smartcard SUPPOr scents crea onneni eTa aa uT EEEE DA Eaa ETERN deren 335 Contacting NetSupport cccsccseseceseesceseeeeseesseeseseeeeeeee 336 10 NetSupport Manager v12 01 Welcome to NetSupport Manager The latest evolution in Multi Platform Remote Control software NetSupport Manager continues to deliver the very latest in remote access PC support and desktop management capabilities From a desktop laptop tablet or smartphone monitor multiple systems in a single action deliver hands on remote support collaborate and even record or play back sessions When needed gather real time hardware and software inventory monitor services and even view system config remotely to help resolve issues quickly Designed to operate over your LAN WAN or the internet securely and without the need for firewall configuration NetSupport Manager provides a single solution for remote support without the need for a third party service or ongoing subscription costs Adding to traditional 1 1 remote control capabilities NetSupport Manager
255. ptions 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 62 NetSupport Manager vi2 01 CS m amp O m m m Dar amp New Connect PIN Connect Disconnect Browse Actions Desktop Manage File View Client Inventory Show Properties Settings The Quick Access Bar The Quick Access bar allows you to view Clients Groups you have recently connected to From here you can perform a number of commonly used functions including connecting to and viewing the Client Note Click the first item in the Quick Access bar to switch between recent connections and pre defined groups The Display menu The display menu provides quick and easy access to the display settings of the List view You can choose the display mode details large icons or thumbnail You can hide show the Tree view this may be useful when using a mobile or touchscreen device Select what item badges are displayed next to the Clients in the Quick Access bar and change the size of the Client thumbnails 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 Tree view The Tree view provides an Explorer lik
256. r Choose whether to Load the Bridge at Startup 5 Inthe Modem section select the Serial cable device as installed above os Configuring the NetSupport Manager Control to connect to a NetSupport Manager Client over a Serial cable The NetSupport Manager Control must firstly be configured to use the serial cable connection as follows 1 Start the NetSupport Manager Control Start Programs NetSupport Manager NetSupport Manager Control 2 Select Tools Configurations from the Control Window drop down menu 308 4 5 NetSupport Manager vi2 01 Choose Connectivity Remote Dialup In the Modem Section select the Serial cable device as installed above Click OK and followed by Close to exit the configuration dialog You must then configure a Remote Network to Dial the Client at the other end of the serial cable 1 2 Select Network Remote New from the Control Window drop down menu The Add a remote Network Dialog will be displayed Enter a name for the connection and a description if you wish and click Next Enter 0 as the telephone number of the NetSupport Manager Bridge to Dial In the Connectivity section select the Network transport to be used this must be the same as that configured at the Client Bridge Once a dial up or serial link has been established operation is the same as ona LAN 309 NetSupport Manager v12 10 Using NetSupport Manager over the Internet NetSupport Man
257. r The user will receive a prompt and needs to click OK for the install to commence Users cannot cancel this e User can postpone NetSupport Manager installation You can specify the number of times a user can postpone the installation If the user does choose to postpone they will be re prompted at hourly intervals or the next time they restart the workstation whichever comes earlier Message tab You can specify a custom message to be displayed at each workstation while the installation is in progress Restart tab These options are only applicable if the target PCs require a forced restart to complete the installation e Advise user to restart machine At the completion of the deployment a message will be displayed at workstations asking the user to restart the PC at the next convenient opportunity Do not choose if above note applies 45 46 NetSupport Manager vi2 10 e Insist user restarts machine A message will be displayed at workstations advising the user to restart the PC to complete the installation e Force restart At the end of the deployment a message is displayed advising users that the workstation will be restarted A time bar is displayed indicating how many seconds it is before the restart commences e Automatic restart if not logged on If the workstation being deployed to is not logged on restart will commence automatically Click OK to return to the Deploy Summary dialog Click Deploy to commenc
258. r advanced users Choose the setup type to install on the workstation Typical Installs all the components that a Control user would generally need Excludes the Gateway and NetSupport School components See below for a description of each NetSupport Manager component Client Installs the Client software This feature should be installed on workstations to be remote controlled Custom Enables you to individually select the mix of components that are appropriate for the workstation Click Next to continue 25 NetSupport Manager vi2 10 Custom Setup If you have chosen to perform a Custom Setup you will be able to select the required components individually to suit the requirements of each workstation JE NetSupport Manager InstallShield Wizard Custom Setup W Client El Student V Configurator Select the program features you want installed Install Desktop Icons Control v Ei Install Start Menu Icons Tutor V Reset Video Driver Tech Console V Configurator E Gateway V Control V PIN Server Tutor V Remote Deployment Utility pe hae vi Remote Deployment Utility Scripting am V Scripting Install to Change lt Back Cancel C Program Files NetSupport NetSupport Manager Client Install this component on workstations you want to remote control Student Installs the Student component of NetSupport s training tool NetSupport Sch
259. r copy of NetSupport Software This is a legal agreement between you and NetSupport Ltd 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 se
260. r is Logged on Disables File Transfer only if it is an NT workstation and no user is logged on This means that the Control user could log on as with their own User ID if they have a valid User ID and password for this workstation Disable Remote Command Prompt Prevents the Control from being able to run Command Line instructions at the Client Disable Blank Screen Prevents the Control user from being able to blank the Client screen Disable Ctl Alt Del Ignore Ctrl Alt Delete sent from the menu option in the Control Interface 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 Disable Clipboard Access Prevents the Control user from being able to use the Remote Clipboard Ignore Messages Ignores messages sent by Connected Controls 213 NetSupport Manager v12 10 Ignore Broadcast Messages Ignores Broadcast messages from a Control whether connected or not Disable Print Capture Prevents the Control user from being able to use NetSupport Manager s printer re direction function Disable Registry Access The Script function and later versions of NetSupport Manager include a function to enable a Control user to remotely manage and edit the Registry on NetSupport Manager Clients Setting this option will disable that function Inventory These options are disabled by default
261. r 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 121 NetSupport Manager v12 10 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 NetSupport Manager allows you do this by modifying the default settings for the current Control Profile 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 The Settings dialog will appear 4 Configure which options will be enabled 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 Ww 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 Settings for Client INVH368 E 4 9 Remote Control Options 3 View BIOS Keyboard V Scrollbars 5 Keyboard Mouse Z Confirm Swit
262. rbose Selecting Verbose records the same information as Basic but includes timestamps Use this option is you are having problems establishing dial up links View Log Opens a window that displays the MODEM LOG file generated by Extended and Verbose Diagnostic and Logging settings 259 NetSupport Manager v12 10 Advanced Settings Settings for Configuration Standard General Advanced 4 Connectivity Tickle Period 18 sec re Name Lookup Delay 4 Gog 3 PX y sec 33 NetBIOS Name Lookup Attempts 2 3 HTTP E PIN Server 83 Remote Dialup g0 Advanced a Security 03 Settings Startup Tickle Period Specify the period in seconds between tickle packets that are sent to the client These packets check to make sure that a connected Client is still active If the Client fails to respond the Control assumes that it is no longer present and will close down the connection Name Lookup Delay Specify the delay in seconds between broadcast packets Use this value in conjunction with Name Lookup Attempts to reduce the amount of time spent performing browses The browse is more likely to miss Clients if this value is too small You should not specify a value that when multiplied by the Name Lookup Attempts value is less than 4 seconds Name Lookup Attempts Specify the number of name lookup packets the Control broadcasts during a Browse The fewer broadcasts that are sent the lower the network traffic
263. rd Logon Enabling this option at the Client allows a Control to logon to Client machines that use Smartcard authentication n C Program Files NetSupport NetSupport Manager client32 ini Master Profile x Connectivity DEN a Security ra n pa f V Enable Smart Card Logon 23 User Validation Access Pri Allow a smart card to be used for remotely logging into a workstation 93 User Acknowledgement 3 Smart Card Connect Disconnect 23 Protect Configuration 3 File Transfer Replay Files 3 Event Logging ol Client Interface Remote Co Profile Options Terminal Services _Gencel_ Hep Smartcard support is automatic no additional installation is required Support is dynamically loaded at the Client when a Control connection is made When loaded an additional hardware device will be available called NSL Pseudo Smartcard Reader When the Control opens a View Window to the connected Client they will need to insert their own Smartcard into the reader attached at the Control and enter the Clients PIN to logon to the remote users machine 219 NetSupport Manager v12 10 If multiple Client View Windows are open at the Control smartcard insertion and removal events are sent to the Client currently in focus Note In an active directory environment it is possible to enable smartcard support using the NetSupport Manager ADM Template Connect Options This property shee
264. re Settings for Configuration Standard 2 3 V Enable Print Capture Py ta Capture to Printer Microsoft XPS Document Writer Change te Capture to File Use Client Printer Driver nal R D l File Transfer V Report Driver Used vPro Changes will take effect when you next connect to a Client e File Locations W NetSupport Protect Core Hep Check the Enable Print Capture box Select a printer to redirect the Clients output to Either confirm that the current default is to be used or click Change to select another option Or Select a file to capture the print file to When you connect to a Client a dialog is displayed informing you of the printer driver that has been used 177 NetSupport Manager v12 10 Notes In addition to enabling this option at the Control you also need to ensure that Print Capture is enabled in the Clients Configuration The privileges are enabled by default Print output is captured only from the port to which the default printer is attached Note that the Client may change this when Print Capture is enabled as described above The Windows NT Client captures print output from DOS programs from the port to which the default printer is attached 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
265. re define deploy settings 51 print deploy log file 52 file transfer list 158 print capture 177 275 processes running at Client See inventory profiles 193 248 using command line instructions 330 prompt for connection reason 261 properties Client 299 protecting the Client configuration 224 Q quick access bar 76 quick connect 83 disable at control 282 quiet mode 237 R reboot 114 receive show options 234 disable 234 record client activity 149 record local activity 148 Red Hat 54 remote clipboard 178 remote command prompt 182 remote communications 304 342 dual channel bonding 206 258 optimising connections 304 planning 305 set MSN number 205 259 setting up a modem 307 remote control configure settings at Client 231 configure view settings 269 disable functionality 282 viewing Clients 118 remote controlling a Client 118 via explorer 180 remote deploy utility 37 remote install a Client configuration 47 a NetSupport license file 48 a NetSupport package 43 log files 52 remote uninstall 49 renaming Clients 297 replay files create for all clients 149 create for selected client 149 enable at Client 226 enable at Control 264 record local activity 148 recording 148 showing 135 151 watching 150 requesting help 188 restarting a Client 317 S scale to fit 270 show window 234 scale to fit mode 121 Scan Window 125 scanning Client s
266. ription of this dialog Note Because of the way NetSupport Manager Deploy handles restarting workstations leave the Restart Machine box un checked This is only relevant when performing a Silent Install where The Install Configuration Options dialog is also used for specifying the options to install When you have completed this dialog choose File Save to save the NSM ini file to the folder containing the distribution copy of NetSupport Manager 44 NetSupport Manager vi2 01 Choose File Exit to return to the Install Properties dialog Options tab Use the information supplied in the Network and Security tabs to identify which machines may already have NetSupport Manager installed you can then choose to e Ignore them by checking the Skip machines already running NetSupport Manager box e Update the machines with the latest version by checking the Update new or older systems to current version box e After deploying the package you can confirm that the Client is running by checking the Verify Client running after restarting box Ensure that workstations are restarted automatically after the deploy for this option to work See Restart tab Acknowledgement tab Consider whether the workstations will be in use when commencing the deploy You can choose to e Install NetSupport Manager Immediately No prompt will be received at the workstations being deployed to e Warn user before installing NetSupport Manage
267. rn With millions of workstations in use and sometimes hundreds located in the same company the desire to conserve energy has grown from a non issue to a real issue in the last five years Power Management is a technique that enables hardware and software to minimise system power consumption It works by shutting down portions of the hardware during periods of low or no use 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 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 111 NetSupport Manager v12 10 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
268. ross the network to your wireless access point The default data rate is 8 Mbps If required this can altered to reflect the speed of the router Note When a Control detects wireless Clients or is itself wirelessly connected it will automatically reduce the maximum data output to whatever has been configured in the Maximum throughput settings regardless of whether the wireless network checkbox has been selected This behaviour cannot be turned off 253 NetSupport Manager v12 10 Set IPX Connection Settings for Configuration Standard E T Genera IPX 4 8 Connectivity 7 Use IPX 33 TCP IP E Record Clients Network Numbers 3 IPX Use Networks 23 NetBIOS C2 HTTP Ignore Networks 23 PIN Server 23 Remote Dialup Advanced oo S OK Cancel Help IPX Use IPX Check this box to enable the IPX transport protocol This protocol is used on local and wide area networks Record Clients Network Numbers When IPX addresses are recorded for a client the network number is normally set to 0 if the Clients are on the same IPX network as the Control this prevents subsequent problems when a file server is down This setting forces network numbers to be recorded and used when establishing a connection Use Networks The Control normally obtains a list of network numbers from the nearest NetWare server or bridge On some networks there is no NetWare server to ask or the list generated is unreliabl
269. rrrnnsrnnrnnnnnsrunrnnrnnerrerens 23 NetSupport Manager Setup PrograM ssssssssssrrssrrrsrrrnnsrrrrrrrunus 24 NetSupport Licence Agreement sssssssrsssrrrsrrrunsrrnnrrrnnsrnrurrrnnns 24 Licence Informatio Nuisiana iuan Ea AAN A 24 Select Setup TYPO ssiecccietcesedectaraaniviasacdscevaisdakacniaeedte aai a 25 C stomi Setups eonenn tied a vere aAA chins verde a E 26 Ready to Install ease e a E E a EE 28 Installation Complete i sccccsideedeetieacecetaceceratccesaeaaaeeseesrqeceedataglens 28 Existing Installation Detected s ssssssssssssrrsrrsrrssrnrnrnrrnerurnrnrns 29 Uninstalling NetSupport Manager sssssssssssessrrrersrrsrrurnnnrrnennrnnsrnenn 30 EVGIUACION Kit o an eaae a E EAA EAE DEEA ES 30 Advanced Installation ccccseeeeseeeeeeeeeeeeeeeeeeeeeeeeeeeeneeee 31 Creating an administrative network installation ceeeeeeeee es 32 Silent Unattended Installations cccceeeeeeeeeee eect ee ee eset tenses eeeaes 33 Install Configuration Options dialog cccceeeeeeeeeeee sete eeeeeeeees 34 NetSupport Manager Deploy NetSupport Manager s Remote Install S AEE AE E ET denne caddy AE 37 Deploying on Windows XP and aboVve ssssssssssssssrssrrrrrsrrserrrersrs 39 How does NetSupport Manager Deploy work seeeeeeeee eee 40 What are the requirements ccceee cece este ee ee ee este ee ease ease eeeeaeas 40 Starting NetSupport Manager Deploy c ceceeeeeeeeeeeeeeeeeee
270. s Operators Redundancy Licenses Security Available license files License File Serial Quantity Status NSM LIC NSL300913 10 Clients Eval Cancel Apply Help Displays all licenses stored in the NetSupport Manager directory if you do not have an Internet connection you can manually activate your NetSupport Manager licence here An activation code is required contact NetSupport or your Reseller for this Click Activate and enter the code You will then need to restart the NetSupport Connectivity Server Note If an Internet connection is available the licence will activate automatically and the NetSupport Connectivity Server does not need to be restarted 96 NetSupport Manager vi2 01 Security tab The NetSupport Connectivity Server provides support for an enhanced level of encryption to be used when initiating communications from remote computers E NetSupport Connectivity Server Configuration Utility General Keys Operators Redundancy Licenses Securty IV Enable encryption of communications to remote computers T Block any remote computers not using encrypted communications OK Cancel Apply Help Enable encryption of communications to remote computers When enabled all communications in the connection process are encrypted Note The remote computers Controls and Clients need to be running version 11 00 005 or later Block any remote compu
271. s This means that all images sent from the Client to the Control are 16 colour only A high colour bitmap can be 2 or 3 times the size of a 16 colour bitmap This will improve performance with the only side affect being that images won t look as good 304 NetSupport Manager v12 01 Run the Client in a reasonably low resolution The lower the resolution the less information the Client needs to send If you can work at 640x480 or 800x600 then set the Client to this The Control doesn t have to be at the same resolution as the Client Setting up Remote Communications The sequence of events for establishing a remote communications link is At the Client Remote End 1 Turn on the modem 2 Load the Client Bridge This process can be automated so that the Bridge is automatically loaded when NetSupport Manager is initialised See Client Configuration Dial in Bridge Settings At the Control 1 Turn on the modem 2 Start NetSupport Manager Control program and choose Network Remote Dial New 3 The Add a remote Network dialog will be displayed This dialog prompts you through the process of creating a remote Network profile You must enter the following information e The name that the connection will be known as e The telephone number of the NetSupport Manager Bridge to dial e The Transport IPX NetBIOS or TCP IP to be used Once a dial up or serial link has been established operation is the same as on
272. s 71 The Control Window List VIEW ssssssssssrsssrsrrssrurnnnnnnrrnrnnsrnenn 75 Quick ACCESS Daliesin tei Ata Mites Aa Ea ASA PEA ESEA ideas 76 Finding CONES aaa n aed hd cddiea dele kata wegis anedeeaksigeecaesgedeeaasae es 77 Connecting to Cents iiiis ecceiassnectv anes dese ee nea ndba dee daaa Taaa a Ea cee 79 Connecting to Clients using PIN Connect ceeeeeeeeeeeeeeeeeeees 80 QUICK CONNEC redenen acs ete dee secetia e a a eas ATEA Eaa 83 Connecting to Clients on different Protocols c ceceeeeeeeeeeeeees 84 Configuring The NetSupport Manager Control For Subnet Browsing85 NetSupport Connectivity SeErver s ssssssrssssrsssrrssrrrnnnrrnsrrnnnsrnnurenus 88 Connecting to Clients Controls via a NetSupport Gateway 89 Connecting through Firewalls and Proxy Servers cceceseeeeeeees 103 Implementing NetSupport Manager in a Terminal Server ENVIFONMENG ies ce wencser beter senha et dente e eles doth REE An ewes 105 Intel vPro Support anirien tecnica tens nana ea besa dea e shad hea teases ead 8m 106 DiSCONNECtING a CHONG asiasia es sede esaeaeaaed cree a 108 Disconnecting all Clients cceceeeeeeeeee eee eee iaat aaia 108 Client Automatic LOGIN ceceeee cece cette eee e eee eee teeta eee nena ened 109 Client Automatic Update cecececee eee ee eee eee e rete eee nena eens ea ea ea 110 Power Management Power on Power Off eeeeeeeeeeeeeeeeeeeeees 111 Client Power OM
273. s installation removal and enumeration re Provides support for out of process session states fo Transfers files in the background using idle network The Base Filtering Engine BFE is a service that man BitLocker Drive Encryption Service The WBENGINE service is used by Windows Backup t The Bluetooth service supports discovery and associ Status Stopped Stopped Running Stopped Running Stopped Stopped Stopped Stopped Stopped Running Running Running Stopped Stopped Stopped 325 NetSupport Manager v12 10 Using NetSupport Manager s Security features effectively NetSupport Manager has a large number of security features that can be used to restrict access to the Control and Client Knowing how these work together and their limitations is useful when planning your security policy Firstly we recommend that if you want to restrict access to or protect a Client you do it at the Client not at the Control There are a number of reasons for this If the workstation contains sensitive information that you want to protect it is likely that the workstation will have some physical security measures Perhaps it is located in a locked room a restricted area or maybe it has some local security measures For example it runs NT using NTFS It doesn t matter how good the NetSupport Manager Client s security is if people can just walk up to the workstation and access the information We recommend the
274. s 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 when the limit is reached Close Ends the Chat session 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 Invite 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 171 NetSupport Manager v12 10 Whiteboard If required you can introduce a Whiteboard into the Chat session This provides a range of tools enabling you to annotat
275. s tab Lists in a Tree view a history of previous deployments Right hand pane With the Network tab selected you are provided with a range of general information machine name and platform for example about the workstations located on the selected Network Domain The Log Files tab provides a breakdown of past deployments categorised by type 41 NetSupport Manager v12 10 The Security tab also lists information specific to each individual workstation located on the chosen Network Domain In addition to the machine name you will be able to identify the IP Address determine if the machine already has a NetSupport Manager Client installed and which version is running whether the Client is password protected or has User Acknowledgement set With this information to hand you can decide in advance which machines to include or exclude from the forthcoming deployment For example if a current NetSupport Manager Client is already installed at some of the workstations you might choose to ignore it Preparing a Deployment Routine Choosing Who To Deploy To 1 From the main Window select the Network or Security tab 2 A list of available networks domains and workgroups will appear in the left hand pane Expand or reduce the tree list by clicking on or Note You can also deploy to specific IP Ranges by adding the appropriate address range to the tree Select Tools Add IP Domain from the menu bar 3 Highlight the required
276. s that are used as Hotkeys If you are using a keyboard that does not support three scan codes choose only two options as your hot keys 273 NetSupport Manager v12 10 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 Disable Num Lock Synchronisation Check this option if using a Laptop as the Control machine to ensure that the keyboards behaviour corresponds with that of a standard desktop machine Update Configuration Standard Check this box to update the currently selected Configuration 274 NetSupport Manager v12 01 Print Capture Settings Print Capture redirects printer outp
277. ser will have A profile set at the Client overrides a profile set at the Control Security is therefore always ensured When connecting to a profiled Client the Control user will be prompted for a user ID and a password The NetSupport Manager Client will then interrogate the first matching profile in its current configuration file to determine what level of functionality has been assigned to that Control user 197 NetSupport Manager v12 10 Master profile Each configuration file must contain a master profile This is the standard profile and is the one used if you only set a basic configuration Whatever is set here will by default apply to all other profiles you create However you can then amend those profiles to enable or disable particular features for Control users whose user ID and password match those set in the profile As the master profile is the first one that the Client checks you should always set maximum security features here to avoid leaving a security back door open The master profile is also used for setting a number of global parameters that apply across all individual profiles Individual profile An individual profile allows you to enable or disable individual features for a particular Control user or group of Control users When they connect the Client will prompt them for a user name and password It will then search its internal profiles until it finds a match and then apply the settings to the su
278. sh a connection Intel Setup and Configuration Service These options will only be available when using Advanced mode HTTPS Mode SCS Service URL Enter the URL for the SCS service WMI mode SCS Server Name Enter the name of the SCS Server 291 NetSupport Manager v12 10 File Location Settings This property sheet provides configuration options for Client Group Remote Networks Tools and Scripting File 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 If you want your changes to become the Control default check the Update Configuration box Settings for Configuration Standard E Client File client nsm Change Group File group nsm Change P Fic Troncfor K File Transfe Remote Networks File gt vPro remote nsm Ch emote nsm Change T Fie Locations gt Net rotect ts NetSupport Protect Tools File Script File scripts nsm Change Use shared data files 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 Contr
279. ss remote control between PCs that may be located behind different firewalls the NetSupport Connectivity Server provides a stable and secure method for NetSupport enabled systems to locate and communicate via http The NetSupport Manager Gateway component needs to be installed on a PC allocated with a static IP and accessible to both Control and Client PCs even though both the Control and Client systems will be securely located behind their respective firewalls The Gateway will only allow connections from computers using the same Gateway Security Key 16 NetSupport Manager v1i2 01 PIN Connect Allows a technician to locate a user anywhere across the enterprise instantly simply by both parties entering a matching unique PIN code Rather than browsing to discover the user s PC and needing to know their PC name address details etc the PIN process allows both parties to handshake seamlessly The new PIN server module can run alone or alongside the Gateway module and is included as standard with NetSupport Manager Security NetSupport Manager provides an exceptional range of security options to meet all needs including Password protection of all systems User present acknowledgement required at Client Data Encryption configurable from 56bit DES to 256bit AES Set unique Security Keys on both Control and Client Limit functionality depending on which workstation is connecting Restrict connections to named Controls Dial back t
280. st 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 160 NetSupport Manager v12 01 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 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 161 NetSupport Manager v12 10 Changing the sort orders in a File Transfer Window Typically the contents of List views in a File Transfer W
281. t In About Box Sets the message that will be displayed in the client s About Box When Connected Sets the message that will be displayed at the Client when a Control Connects Leave blank if you do not want any message displayed When Viewed Sets the message that will be displayed at the Client when it is being viewed by a Control Leave blank if you do not want any message displayed 241 NetSupport Manager v12 10 Profile Options C Program Files NetSupport NetSupport Manager client32 ini Master Profile Connectivity Options gt Security E Disable this Profile when a user is Logged On Remote Control E User of this Profile has Priority over other non priortty Users Client Interface Profile Options Odo omogoRog Terminal Services Disable this Profile when an NT user is logged on If someone is logged in at the NT Client then this Profile will be deactivated and therefore not available to a Control user The value of this is that it prevents a Control User inheriting rights on the workstation that they would not otherwise have Note You can have two profiles with the same user ID but with different rights depending on whether the Client User is logged on at the time the Control connects In this event make sure that the profile with this setting is the first in the list as it will then move on and use the second profile if the Client User is logged in User of this Profile has Pr
282. t Manager v12 10 Note Please refer to the NetSupport Web site support area www netsupportsoftware com support for the latest information on Active directory policy files instructions on upgrading from previous versions and applying NetSupport Manager Client profiles within Active Directory Launching Remote Control Sessions NetSupport Manager s integration with Active Directory also enables you to perform a range of common remote control tasks In order to enable these features a NetSupport Manager installation must be performed by at least one user who has Domain Admin Rights 1 At the Domain Controller select the Active Directory Users and Computers tool 2 Select the organisational unit where your computer accounts are held 3 Right click on the required computer account and select the required NetSupport Manager operation Remote Control Launches the Control and automatically opens a View Window to the selected Client machine Chat Launches the Control and opens a Chat session with the selected Client Inventory Retrieves a full Hardware Software Inventory from the selected Client machine The NetSupport Manager Client can be configured to validate user connections against members of Active Directory groups See Configuring The Client User Validation 334 NetSupport Manager vi2 01 Smartcard Support NetSupport Manager allows the Control to logon to Client machines that use Smartcard authentica
283. t 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 a CAProgram Files NetSupport NetSupport Manager client32 ini Master Profile ree T Connectivity Security Key a Security User Validation Access Privileges User Acknowledgement Allow Connections from these Control Machines any Smart Card TCP IP Connect IPX Disconnect U imit multiple a Protect Configuration Use to delimit multiple addresses File Transfer Encryption Replay Files z k Force Controls to use Encryption Event Logging amp Remote Control Set Minimum level of Encryption Allow more than one Control to Connect at a time Terminal Services 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 Manager 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 IPX or 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 220 NetSupport Manager v1i2 01 For example 194 182 all workstations on TCP IP subnet 194 182 00000001 all workstations on IPX network 1
284. ta 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 Folder copy Make the user confirm before copying a directory structure Folder 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 Recycle Bin for local deletions when available All files deleted from the Local pane will be sent to the recycle bin this is enabled by default 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 received will be compressed This also provides a means of security as the data will also be encrypted 289 NetSupport Manager v12 10 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 Priority when also Viewing When you are transferring files and viewing a Client s screen
285. tains 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 166 NetSupport Manager vi2 01 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 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 disp
286. tations simultaneously Thumbnail size can be adjusted on the fly as can the update interval In addition the Control 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 or sit back and watch each connected Client screen in Scan mode The ability to record the activity on a Client workstation while it is remotely controlled capture a Client s print output and cut and paste between workstation applications comes as standard Scan Automatically cycle through each Client s workstation in turn or scan multiple Clients simultaneously displaying the screens on the Control workstation This enables the Control to keep a discreet watch over what the Clients are running on their workstations 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 14 NetSupport Manager v12 01 Geolocation A simple but flexible feature aimed at making the grouping of remote devices much easier for companies supporting multiple sites When a user connects to a remote PC if enabled the location of the device will be calculated based on its
287. tedeecceraecauacaiseeceesteceseatens 269 VIEW SettinGSistcdtsinsstir e aa dk Madea aa a aa Seen aA NAAA 269 Keyboard Mouse SettingS sssssssssssrssrrrrrsrrsrnrrrnsrnerrrrnnerrrres 273 Print Capture SettinGS c veevsnecdienersen sete eneeseed end ae ita 275 Audio Settings sic ciccastacvistsclestasiaivsistthieasve A Aaa 278 Control Interface SettiNgSsi isinsin iaiia oN aijai 279 Interface Settings misiriosa iraan kda iaa d aiina 279 FUNCTIONS eaaa TE aa nE E A AE iaaa 282 Help Request SettihgS ieiuno Eaa eaae EEEn AEA 284 Show SeCUtiIN Sa aa aa ea deemed a a Eaa a a execu 286 File Transfer Settings ironman niana i a EAOa aAa 288 VPO aAa A a a r A A A E T a a a AE A NAT AN 291 File Location SettingS ccccececeee cece cece este ee aE aA RaR 292 NetSupport Protect Switch Desktop Protection Off 0 294 Managing and Organising Clients c ecseseeseeeeeeeeeeeee 295 NetSupport Manager v12 10 Adda New CleNt aae ra a a aa entynenuiet enue sevsuaturds aaa 296 Delete asGlent a a E aa EAE ET 297 RENAMING a Clhento raria e raana i ATA EA EER EEA 297 Setting Client PropertieS ccccccscecccteccscseeeececetececedsaecneneceteceeeenees 299 Creating ai NEW Group isiisgascqustonepecievanas boos arian ue setand E 300 Adding Removing Clients in a Group ccceeeeeeeee este eter nese eeeaea es 301 Setting Group Properties isasara E O a ia 302 Remote COMmMuUn ICationS ssssss12s551 1555 55 555 555 5 5 303 Rem
288. ters not using encrypted communications Earlier versions of the Control and Client programs do not support the enhanced level of encryption Selecting this option will block connections from remote computers running versions of the Control or Client software that does not support this 97 NetSupport Manager v12 10 To display the NetSupport Connectivity Server icon in the system tray choose Start Programs Startup NetSupport Connectivity Server Console Double clicking the icon will display a status window listing any current activity through the NetSupport Connectivity Server You can also access the NetSupport Connectivity Server Configuration Utility by right clicking the icon and selecting Configure Connectivity Server NetSupport Connectivity Server Console Lo es File Help 2 Client s connected 0 Web Clients Web Clients 0 Max Clients 100 0 Agent s connected Max Agents 0 E Features 1 cients E Active Sessions F Services Client IP Address MAC Address Channel External IP Security Key ClacerTest gt 10 20 1 165 88AE1D829B51 10 20 1 165 9R IbjgaF4KqJufvSill wAA Clsupporto9 gt 10 20 1 174 206A8A105A60 10 20 1 174 9R lbjgaF4KqJufvSi1l wAA Note You will need to note the IP address of the NetSupport Connectivity Server machine as this will be required when configuring the Control and Client machines In addition you will also need the address of your Proxy Server if this is to b
289. the Results box To Execute an application on a Group of Clients 1 2 6 7 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 The Execute Application dialog will appear 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 Check the box Add to List to save it for future use in the Saved List tab Confirm the description and path 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 131 NetSupport Manager v12 10 To Save the details of your executed application for future use Orpo aah DON Roe NO Open the Execute dialog box Select the Execute tab Enter the name and path of the executable application Click Add to List button 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 A short cut butt
290. 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 Control Tree view select the destination drive or folder into which the items will be copied From the Client List view select the item s to be copied to the Control 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 155 NetSupport Manager v12 10 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 tree Deleting Files and F
291. tion Adapters select one or more As you can have more than one NetBIOS stack loaded Windows uses the concept of adapter numbers Each stack is allocated an adapter number by the operating system So for example NetBEUI may be allocated adapter 1 NetBIOS over TCP adapter 2 and so on By default the Client uses adapter number 0 Depending on how your network is configured this may not be the correct adapter number for your workstation To overcome this you must select the required stack from the drop down list Note NetSupport Manager allows you to select multiple NetBIOS adapters Make sure only the ones you want are selected If changing the selected adapter make sure that you first de deselect the existing or default adapter number 202 NetSupport Manager vi2 01 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 C Program Files NetSupport NetSupport Manager client32 ini Master Profile nese a Connectivity HTTP 23 TCP IP 7 Use HTTP o IPX Gateway Address Port 3 NetBIOS amp HTTP 10 0 1 1522 443 X PIN Server Secondary Gateway optional Port Gateway Key EEHG J gt NBCEIHP lt H A Set To override the Comms Management Packet CMPI secs Interval set at the gateway please specify a value here Use a proxy server to conn
292. tion Smartcard support is automatic no additional installation is required Support is dynamically loaded at the Client when a Control connection is made When loaded an additional hardware device will be available called NSL Pseudo Smartcard Reader When the Control opens a View Window to the connected Client they will need to insert their own Smartcard into the reader attached at the Control and enter the Clients PIN to logon to the remote user s machine If multiple Client View Windows are open at the Control smartcard insertion and removal events are sent to the Client currently in focus Notes e Smartcard authentication for remote control sessions is only available if the Client is running Windows XP or later the smartcard authentication option is enabled at the Client and the Client was able to successfully create the psudeo Smartcard device e Inan active directory environment it is possible to enable smartcard support using the NetSupport Manager ADM Template Enabling Smartcard logon 1 Open the NetSupport Manager Program folder by choosing Start Programs NetSupport Manager NetSupport Manager Configurator 2 Choose the Advanced Configurator option and select the profile to amend 3 From the list of Configuration options select Security Smartcard Check the Enable Smartcard option 5 Click OK A 335 NetSupport Manager v12 10 Contacting NetSupport If you have any comments regarding the desig
293. tion about a Client workstation and it s 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 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 four 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 e The transport it is using e 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 e The Mac Ethernet address The System Info tab displays the following information What version of NetSupport Manager the Client is running What operating system it is running on The vPro tab displays the following information e The vPro version 299 NetSupport Manager
294. tivity SSTP Dual Channe Bonding MSN Diagnostics None Basic Extended Logging level None Basic Verbose View Log To dial a Bridge at startup select Configure from the Networks menu and click on the Startup page Modem NetSupport Manager displays all available modems here Simply select which Modem you wish to use Dual Channel Bonding If enabled both channels of your ISDN line are combined thus increasing the amount of available bandwidth to 128k However in increasing the speed of transmission you are in effect making two calls 258 NetSupport Manager vi2 01 MSN Multiple Subscriber Number Specify a number that you want the Control to answer an incoming dial back from a Client Bridge Diagnostics None Select this option to perform no diagnostics on your modem Basic When the modems connect the Control checks the following Flow control is correctly set XON OFF is disabled etc There is a NetSupport Bridge at the remote number There are not excessive delays in transferring data Extended The Extended setting performs the same checks as for basic and includes Line reliability Throughput Logging Level None Select this option to display the progress messages on the screen only Basic Selecting Basic logs the following information to MODEM LOG The name of the modem used The number dialled Results of Diagnostic tests Connection speed Ve
295. to be taken over or controlled you will need to install the Client Decide whether you need to customise your installation with advanced NetSupport Manager features such as using Scripting and Deploy or using the machine as a Gateway Also supplied with NetSupport Manager is the NetSupport School training tool This provides trainers with the ability to instruct and visually audibly monitor as well as interact with their trainees individually as a pre defined group or to the whole class Decide what network protocol to use Decide what networking protocol you have available on the workstation NetSupport supports TCP IP IPX NetBIOS and HTTP While NetSupport is multi protocol which means that the same Control can connect to Clients running on different protocols you must choose a default You can change this later Note By default the Control will be configured to use TCP IP If you are using a different protocol you must configure this the first time you start a Control You are now ready to install NetSupport Control and Client programs For details of how to install on Linux machines refer to Installing a NetSupport Client on Linux Platforms Mac machines refer to Installing NetSupport Manager on a Mac based system Windows CE compatible devices refer to Installing a NetSupport Client on Pocket PC Devices 20 NetSupport Manager v12 01 Note NetSupport Manager provides support for Windows 64
296. tor 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 Show and Scan 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 84 NetSupport Manager vi2 01 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 two most common transports that are used over WAN s are TCP IP and IPX Configuring the NetSupport Manager
297. ttempt to dial a NetBIOS NetSupport Manager Bridge and the adapter number is incorrect the connection will fail and an error message will be displayed 307 NetSupport Manager v12 10 Using NetSupport Manager Over A Null Modem Serial Cable If you do not have network adapters or modems you can use a null modem serial cable over dial up networking to connect a NetSupport Manager Control and Client Installing configuring a serial cable device In order to establish the connection between the two machines you must install and configure a serial cable device the following section provides the steps required to do this on each operating system Windows XP Please see the following article in the Microsoft Knowledge Base HOW TO Set Up a Direct Cable Connection Between Two Windows XP Based Computers Q305621 Configuring the NetSupport Manager Client to listen for connections over the Serial cable The NetSupport Manager Client Bridge provides the interface between NetSupport Manager Client and serial cable connection thus allowing the NetSupport Manager Control to connect To configure the NetSupport Manager Client Bridge perform the following at the Client 1 Start the NetSupport Manager Configurator Start Programs NetSupport Manager NetSupport Manager Configurator 2 Select the Basic or Advanced Configurator followed by Connectivity Dial in Bridge 3 Choose the Transport protocol to run NetSupport Manager ove
298. tures that can be applied to each Control profile 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 that apply to each Control Profile 246 NetSupport Manager vi2 01 Control Interface These property sheets enable you to configure the various components available to the Control from the Control Window interface Show Allows you to configure the settings for a Show 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 vPro Enables you to configure the settings for vPro management File Locations This property sheet allows you to specify where to store this Named Configurations Client Group Remote Networks Tools and Scripting files NetSupport Protect If installed enables you to disable desktop protection 247 NetSupport Manager vi2 10 Multiple Control Profiles NetSupport Manager allows you to set up multiple profiles for different Control Users each with their own access and functionality levels Each configuration can be protected by a password and an icon can be created on the desktop to load the Control with a particular named configuration You must hav
299. u disconnect from a client This option is very useful when used in conjunction with the option above and connecting to a Client at startup Exit Program after Hanging up the phone Check this box to force the Control to shutdown once a dial up session has been completed This is most useful when used with dialling a Remote Network at startup 268 NetSupport Manager vi2 01 Remote Control Settings The following property sheets enable you to configure the behaviour of the remote control options when viewing Client workstations View Keyboard Mouse Print Capture Audio View Settings This property sheet provides configuration options for Viewing Client workstations If 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 Settings for Configuration Standard BIOS Keyboard V Scrollbars im Switch to Full Screen V Use Compression 4 Full Screen Wallpaper leto Fit Blank Client Screen Disconnect when Closed Video Skipping Screen Scrape V Auto Clipboard Control Interface Default Mode Share X gt Show Cache Size ame x File Transfer hg Max Colour Depth 256 colours thigh quality n vPro T File Locations T NetSupport Protect Change DOS Font Change Japanese Font oK f Cancel Help Options BIOS Keyboard Checking this option causes
300. u want to change the attributes of a file for example to read only To change 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 157 NetSupport Manager v12 10 Print File Transfer List The File Transfer Window provides an option to print a list of files from either the local or remote pane This can be useful if a record of file transfer operations is required You can print a complete folder tree or file list or a selected area To Print a Folder or File List 1 Select the required Client in the List view 2 Choose Client File Transfer from the Control Window drop down menu Or Select the File Transfer icon on the Control Toolbar Or Right click and select File Transfer Or If you are Viewing the Client choose Tools File Transfer from the View Window drop down menu 3 The File Transfer Window to that Client will open 4 In either the local or remote pane select the folder tree or individual file list to be printed 5 Select View Print from the File Transfer Window drop down menu The Print Options dialog will appear 6 Confirm whether you are printing a folder tree or file list and if it is the full list or selected area You
301. ultaneously 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 When you minimise the NetSupport Manager Control a toolbar will appear This provides you with a list of connected Clients and access to key NetSupport Manager features 61 NetSupport Manager vi2 10 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 E ece N i _ MS see E OF 22 O2S g oy aa aai an amp ua v aa er an e aa e aa E fo p Ge Bil se M a a U M a ae ag SESE eae eg eaeeag fAGuagmtg daggadged e Sagaga gaau gauad g sogaggguaugaggg k 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 The Toolbar The Toolbar contains shortcuts to the most frequently used tasks and tools O
302. un check to enable the facility If enabled the following tasks can be performed when viewing the Hardware Software Inventory of a selected Client Note If a Client is not selected the task will be performed at the Local machine Disable Close Applications If checked prevents the Control being able to close a currently running Application or Process Disable Service Management If checked prevents the Control being able to stop or start a Service at the Client machine 214 NetSupport Manager vi2 01 User Validation a C Program Files NetSupport NetSupport Manager client32 ini Master Profile E User Validation Usemames wildcard Change NT Options 33 Smart Card X Authenticate User and Password with NT 3 Connect 23 Disconnect Active Directory Options F Authenticate User and Password with Active Directory Always Prompt for Usemame and Password Usernames Usernames are used for setting the valid user ID and password for Control Users when they connect to the Client The user ID is also used to determine which Client profile will be applied You can enter multiple user names each with its own password You do this by clicking on Change and adding the individual user names and passwords By entering specific user names and passwords the Client will restrict access to Controls entering a matching user name and password when connecting Notes e If
303. ur 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 displayed 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 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 Icons This utility allows you to create icons on your desktop that load a NetSupport Manager Control with a specific Named Configuration This means that you can have several shortcuts that automatically connect to one or more Clients when run Disconnect The following options are only available on non Administrative configurations 267 NetSupport Manager v12 10 Exit Program on Disconnect Check this box to force the Control to shutdown when yo
304. ut from a local printer at the Client to the printer or file at this Control You would use this when running an application on a Client but want any printed output redirected to the printer that is local to you Settings for Configuration Standard General Enable Print Capture Gaia a Use Client Printer Driver Control Interface 3 Show EN SAV acs y File Transfer Changes will take effect when you next connect to a Client vPro Locations oP of ac of oP ce NetSupport Protect Enable Print Capture Select this check box to enable the Print Capture feature If this box is unchecked the output will be printed at the Client Notes This option can also be enabled whilst viewing a Client left click Print Capture at the bottom of the View Window and select Enable Alternatively select Options to configure all Print settings In addition to enabling this option at the Control you also need to ensure that Print Capture is enabled in the Clients Configuration The privileges are enabled by default These options specify where the printed output will be redirected to on the Control This can be either a local or network printer or a file 275 NetSupport Manager v12 10 Capture to Printer Select this option to redirect the Client printing to a local or network printer The name of the default printer that is currently set up is displayed Change Select this option to display
305. v12 10 Creating a New Group NetSupport Manager allows you to organise Clients into Groups for easier access and 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
306. ve 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 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 297 NetSupport Manager v12 10 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 This is particularly useful on WAN s where one person may not be responsible for all Clients 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 298 NetSupport Manager v12 01 Setting Client Properties You can store additional informa
307. while Connected This option ensures that activity is only logged during the period that the Control is physically connected When logging is enabled some additional information is recorded that you may prefer to ignore Client configuration data for example Note Another useful item of information that can be recorded is the reason why a Control connected to the Client This comes into effect when User Acknowledgement is enabled at the Client machine and the Control Security settings option is configured to Prompt for additional information when connecting 230 NetSupport Manager vi2 01 Remote Control Options The following Remote Control attributes can be adjusted View Settings fi C Program Files NetSupport NetSupport Manager client32 ini Master Profile T Connectivity Options Security Send Physical Fonts _ Enable Screen Scrape Cache Size Max Colour Depth 16 MB x Unlimited M Inactivity Timeout 0 none minutes 23 Terminal Services A Enable DVD Playback and Direct 3D support Except while viewed V Except while connected Options Send Physical Fonts When a Windows Client is sending its screen to a Control it passes the font information by reference to reduce the volume of data sent The Control refers to its own internal font mappings and uses the closest matching that it has to the one being displayed at the Client In most cases the same fonts will be ava
308. ximum performance The lower of the cache size set at the Client and Control will be used so you must set at both ends for this to be effective You can determine how efficiently the cache is working by selecting Help About Cache from Client View Window at the Control This will display statistics of hits etc Max Colour Depth The higher the colour depth at the Client the greater the volume of data that needs to 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 232 NetSupport Manager v12 01 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 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 Enable DVD Playback and Direct 3D support Windows XP or higher On Windows XP and above NetSupport Manager uses the Microsoft Mirror Driver to capture screen
309. xtension 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 NetSupport Manager for Google Chrome extension from the Google Chrome store https chrome google com webstore 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

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