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1. c cceeee teen e eee neta ed 61 Connecting to ClientS 2 03 cis ccech aie eels eee es 63 Quick Connecta enan a se He AE ie A een ed 64 Connecting to Clients on different Protocols ccccceceeeeeneeaeeees 66 NetSupport Manager v9 Configuring The NetSupport Control For Subnet Browsing 67 Connecting to Clients Controls via a NetSupport Gateway 69 Connecting through Firewalls and Proxy Servers ccccseeeneeaeeees 76 Connecting to a MAC Based SySteM ccceeeee eee eeeeeeeee eee a eae 78 Disconnecting a Cli Nt 0 cece eee etter tenes 79 Disconnecting all Clients c cece eee ee tas 79 Power Management Power on Power Off ceseeeeeeeee eee eee ea eaes 80 Client POWE ONS fateh agat a ETT E EAN E aac Ea DNE 80 Client Power Off iana i LoT e AEE ENEE V area EA 81 Special Considerations on Windows NT 4 0 osssssssssreeeeesseeese 81 Rebooting or Logging out Clients c cece eee ee ee eee ee eee eee rrn 82 Sending Ctrl Alt Delete cece eee ee eee eee teeter eee eater tend 83 VICWINGYsscrss tiatcatesesdaueseadseoethagureanere large saneane sore peeuesnes tices tases panes 84 The View WINdOW ciececee eee cee e eet eee nent et enter eee Ente EE Ea 84 Viewing Clients 0 cece eee ce cece eee eee eee eee eee e teen e eae eta ene taeas 86 Viewing MOd6S 22 sc osc ncienteniea teleost a a eee e 87 Maximising the View Area cccceceee eee ne
2. cccceeeee senses 30 Silent Unattended Installations ccccccce cece cesses e eee eeeeeneeenees 31 Install Configuration Options Dialog cccceceeeeee ene eeeeeeeneeneees 32 NetSupport Deploy NetSupports Remote Install Utility 0 35 Starting NetSupport Deploy c cece eee cece eee eee ee eee eaeaes 36 Preparing a Deployment Routine ccceeeee ects tees eee enteneeeeen ees 37 Deploy a NetSupport Package cceeeeee eee ee eee e ee eee teeta ene eae 38 Deploy a Client Configuration ccccceccseeeeeeeeeeeee eee eeaeeneaeennens 42 Deploy a NetSupport License file a se 43 Remote Uninstall s 30sec css aviv aA ord need essen eed eae eae eee 44 Pre Define Settings For A Future DeployMent cccceceeeene ene ees 46 Eolo A EI ESE E in owen einen ois DA ae 47 Using the Control sccecsceeeeeeeeeeeeeeeeeeeseeeeeeeeeeeaeseeonseeans 48 Starting the NetSupport Control cccccceeceeece sees eeeeeteeesaeeaneneenes 49 The Control WiINdOW ccccecce eee e eee eeeeeeeeeeeeeeeeeeeeeeeeseeegaeeaaeees 50 Customising the Toolbar ccceeece cece eee eee eee eee tenet nea 52 NetSupport Manager Control Toolbar BUttons cccceeeee eee ees 54 The Control Window Tree ViCW cccccce ese e eee eaeeeaeeeaeeeaeeeaes 56 The Control Window List View ccccccc ccc e eae e ease eaeeeaeeeaeeeaes 59 Finding Clients on a Network or Gateway
3. The Control will receive a connecting message and either allow or disallow the connection If the connection is disallowed the Control and Client will be able to behave as normal Call Control x Please enter the hostname or IP address of the Control you wish to connect to This only works for TCP IP connections and is intended to enable you to establish a connection across 4 firewall 148 NetSupport Manager v9 Disconnecting from a Control To Disconnect from a Control 1 ise Bring up the Client Main Window and choose Commands Disconnect from the drop down menu Or Right click on the Client icon in the Taskbar s system tray When the short cut menu appears choose the Disconnect command A dialog box will appear listing the Controls to which you are currently connected Select the Control s from which you want to disconnect Choose OK to disconnect from the selected Controls 149 NetSupport Manager v9 Raising a Help Request NetSupport Manager allows a User at a Client workstation to request help from a designated Control workstation To Request Help 1 4 5 Choose Commands Request Help from the Client Main Window drop down menu Or Clients press the Hot Keys usually ALT LSHIFT RSHIFT This opens a dialog box into which Clients type their name and help request message Clients can then specify which Control workstation they wish to send their help request message
4. User Vaidstion I Disable Share I Ditabie CubAk Del TE Access Pirvdogoa I Disable Control I Ditable Logoff ae I Disable Fie Transfer I Dinable OipbosdAccess a roobedgernank Fo Progam E r eye VONE I Ditable Reboot I ignore Broadcast Messages Oiecornect T Disable Shutdown Cher F Disable Print Capture yy Protect Comfigurshon I Disable Chat I Disable Regutry Access Fic Tursi T Direble Fie Tronafer when no NT User is Logged On Replay Fie I Ditable Remote Command Promot k Evert Logging ie Remote Comtrol 7 A Disable Close Appkcahons OY Cieri trientine F Disable E Profle Options 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 Program Execution This prevents a Control user from remotely executing applications at the Client from within the Control program They can still start applications using the standard Remote Control functions Disable Reboot Disables the ability of the Control User to Re Boot the Client workstation via the menu option in the Control Interface You can still Reboot while remote controlling 175 NetSupport Manager v9 Disable Shutdow
5. 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 Client Program Options Icon in System Tray The NetSupport Client icon will be displayed in the System tray rather than as a separate icon on the active application bar 199 NetSupport Manager v9 Always on Top The NetSupport 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 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
6. Run the selected Script Scan through connected Clients screens Change the Settings for the current Configuration Show your screen to the selected Client s Show or Hide to Object Tree Manage and Execute User Defined Tools View the selected Clients screen 55 NetSupport Manager v9 The Control Window Tree View The Tree View is the access point for information about the various NetSupport 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 E Clients Connected i Help Requests E Groups 8 Sales g Marketing f Customer Services E Remote Networks New York Madrid tg Scripting Gateways a Paris Rome a Munich The individual objects in a Folder are displayed in the adjacent List View For example selecting the Connected Folder will result in the List View changing to display all currently connected Clients in Customer Services tg Remote Networks New York Mahri gy Sorpting Gateway Q Psi W Rome Hh The Tree can be expanded or contracted depending on the detail you require by clicking your mouse pointer on the or icons to the left of a heading 56 NetSupport Manager v9 The available Folders are Clients A list of all Known Clients that have been connected ei
7. 2 Choose Profile Add from the Advanced Configuration Window drop down menu bar 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 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 bar 4 Edit the profile Note If you leave the check boxes greyed the settings from the Master Profile will be used 157 NetSupport Manager v9 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 NetSupport Configurator from your operating system menus Or Double click on the Configurator icon in the NetSupport Group 2 Select Basic The Basic C
8. 5 I Cients Active Sessions Ld I INVHI70 Note You will need to note the IP address of the Gateway machine as this will be required when configuring the Control and Client machines 72 NetSupport Manager v9 Client Configuration The Client machine needs to be configured to use the HTTP protocol and be given the appropriate Gateway access details 1 From the Basic or Advanced Client Configurator select Connectivity HTTP Check the Use HTTP box NetSupport uses Port 3085 for HTTP communications and this will be configured by default Confirm which Gateway to use by entering the IP address of the Gateway machine Enter the appropriate Gateway Key as set at the Gateway machine Coremctndy tte ice F UsHTIP Bot es Q e G renos pozn ia fe Dial n Biidge aros s b sour panoan D Avs Tea CT Da E Control Configuration The Control works in a similar way to the Client in that it uses the HTTP protocol to communicate through Gateways 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 NetSupport s default HTTP Port 3085 is configured by default 73 NetSupport Manager v9 Add Gateways The Con
9. F Fedora 293 file change attributes 122 copying 118 copying between Clients 120 deleting 121 renaming 121 file distribution 127 File Distribution Window 126 file locations 245 file manager 130 File Manager Window 129 file transfer applying a filter in List View 124 arranging multiple Windows 123 309 NetSupport Manager v9 between Clients 120 change file attributes 122 changing the sort orders 125 changing the view format 124 configuring access rights 187 control settings 242 copying files and directories 118 creating directories 121 deleting file and directories 121 delta file transfer 118 print file list 122 synchronising directories 123 File Transfer Window 117 applying a filter in List View 124 arranging multiple Windows 123 changing the sort orders 125 changing the view format 124 finding Clients on the network 61 firewalls 69 76 G gateway configuration utility 70 configure Client for HTTP 165 configure Control for HTTP 215 connecting Clients Controls 69 key 71 glossary 294 groups 252 adding 252 chat 131 creating 252 properties 253 removing 252 H hand held devices 291 hardware inventory 277 help requests configure Control settings 240 configuring settings 200 dealing with 137 sending 149 use web based application 200 hide interface settings 235 hot fixes See inventory hotkeys 229 HTTP connecting Clients Controls 69 310
10. When a Client is being controlled in Watch mode only the user at the Client can enter keystrokes and mouse movements The user at the Control is locked out 305 NetSupport Manager v9 Readers Comments If you have any comments regarding the design installation configuration or operation of this package please contact us We can never test our software on every possible combination of equipment We may have inadvertently introduced a restriction or incompatibility which affects you We apologise for any shortcomings that you may discover Please let us know so that we can resolve them 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 netsupport inc com Sales sales netsupport inc com Germany Austria and Switzerland www pci software de Technical Support support pci software de Sales sales pci software de Japan www pcip co jp Technical Support support pcip co jp Sales sales pcip co jp 306 A access privileges 172 174 access rights for file transfer 187 active directory 289 authenticate 178 ActiveX Control 264 cabinet file 266 HTML examples 267 adding Clients 248 Mac systems 78 advanced Client configuration 158 applications running at Client See inventory applications usin
11. 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 Clients Folder in the Tree View These Clients then become Known Clients and you can subsequently connect to them without the need to run a Browse action first Note You may be using NetSupport s Gateway facility to establish Client connections in which case you can choose to include Gateway Clients when Browsing Although these will appear in the Browse folder along with any Network Clients they are not stored 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 61 NetSupport Manager v9 Enter a partial Client name or blank for all Clients Cancel ADMIN __ Cancel I Only Clients Requesting Help Hp IV Include Gateway Clients 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
12. set at Client 165 set at Control 215 icons create desktop icons 207 use small toolbar icons 50 84 92 using command line instructions 287 inactivity timeout set at Client 192 initialising NetSupport 49 install configuration options 32 installing 19 components 24 evaluation kits 28 existing installation detected 22 gateway 23 on Linux machines 293 on Pocket PCs 291 on Windows 20 planning 19 properties for silent install 32 remote deploy 35 select an installation type 23 Server 30 silent unattended 31 uninstalling 28 values txt file 31 instcfg exe 31 integration with active directory 289 integration with explorer 142 disable shell 235 interface settings configure 235 Internet Activex See ActiveX Control gateway 69 use over 262 inventory 277 check for hot fixes 280 disable at control 238 disable features 174 list applications 280 list processes 281 list services 281 retrieve via explorer 142 software and hardware 277 IP connections 64 IP subnet browsing 67 1PX set at Client 163 set at Control 212 IPX subnet browsing 68 L launching applications 97 Linux support 293 list view 59 load bridge on startup 166 load control from command line 287 log files during a remote deploy 47 enable at Client 189 log events at Control 221 logout 82 M MAC based systems connecting to 78 managing Clients 247 See groups add a new Client 248 delete
13. 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 Deploy Main Window select the Log Files tab a aia ey ow oe Dromenn Moog rove saen i D ire 7 R her hc uem re oe TELESET 2 Inthe 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 File 1 Select the required Log File in the Tree View 2 Choose Log Delete from the Deploy Main Window Drop Down Menu 47 NetSupport Manager v9 Using the Control In this chapter Starting the NetSupport Control Finding Clients on the Network Connecting to Clients Quick Connect Connecting to Clients on different Protocols Configuring the Control for Subnet Browsing Connecting to Clients Controls via a NetSupport Gateway Connecting through Firewalls and Proxy Servers Connecting to a Lin
14. A security video file that records all mouse movements and keyboard actions of a Control while they were connected to the Client Replay files can be stored locally at the Client or at the Control See Auto Scroll Cycling through each connected Client displaying its screen at the Control This is an alternative to Viewing multiple Clients simultaneously where definition can be lost if scale to fit is used Scripts can be run unattended overnight using the Scripting Agent All NetSupport functions can be automated into a script saving time and money when running repetitive tasks An additional level of security that requires both the Control and the Client to have the same security key before the Client will allow a connection When you click on the Client icon in the List View the Client is selected for a one to one session Multiple Clients can be selected simultaneously During any control session where you may be working with more than one Client you can tailor how each Client interacts with the Control These settings only affect the Client during that session 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 303 NetSupport Manager v9 Share Mode Show Silent Installation Subnet TAPI TCP IP Tickle Packets Transports 304 When a Client is being controlled in Share mode both the Client and Contr
15. 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 Power Management function To Power Off a NetSupport Client 1 Ensure all open applications at the Client workstations are closed 2 Select the icon s of the Clients you wish to Power Off 3 Choose Client Power Off from the Control Window drop down menu Or Right click and choose Power Off 4 The Client workstations will now Power Off To Power Off a Group Of Clients 1 Ensure all open applications at the Client workstations are closed 2 Open the Group 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 4 The Client workstations will now Power Off Special Considerations on Windows NT 4 0 The Windows NT 4 0 operating system does not by default provide APM support and it will be necessary to update the Windows NT 4 0 Hardware Abstraction layer HAL DLL to provide this functionality Microsoft provide an updated HAL which adds APM support for many systems for details of how to obtain this please refer to the support area of the NetSupport web site or contact your computer manufacturer to establish if APM can be provided for your syste
16. Location By default the log file is stored in the NetSupport Manager program folder ie c program files netsupport manager GWOO1 log Select Browse to specify an alternative path Maximum File Size 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 Gateway Keys This acts as a form of Security Key The Gateway will not accept connections from a Control or Client unless a Gateway key is specified and that same key is also present at both the Control and Client end The Gateway can support multiple keys at least one key must be specified 71 NetSupport Manager v9 Gateway key data is sent encrypted between Client Control and the Gateway Once connected to the Gateway 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 Gateway Configurator x Please enter a description and a Gateway Key The Gateway Key must be the same at the Client and Control Description Milan Gateway key GD lt B FEISL gt NBOGC D B Once installed the NetSupport Gateway icon will appear in the system tray of the workstation Double clicking the icon will display a status window listing any current activity through the Gateway 2 Client s Connected Max Client Connections
17. 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 278 NetSupport Manager v9 The Inventory Window The Inventory Window is the primary interface for accessing the wealth of information that NetSupport s inventory feature provides gt invemo CHL AmE De View Help AVS Hardware Inventory Summary MKTCNL System Overview ATUS Demain Workgroup Last Updated 17 Jan 2003 13 55 49 Nima WORKGROUP ASUSTeK Computer Maced aturar Ine Model L72300 series Notebook PE indows 2 Operating System Waer a Service Pack Service Pack 1 Version 300 2195 Serial Humber Registered Urer PCILAPTOR Organisation ci Englich United System Language kingdom System Time Zone GMT GMT Standard Time Physical Memory aze mb Lepped on User testing Processori 3 intel Pentium 1 Celeron A Clock Speed 323 Mir Manutachwer Intel BIOS Arret Teg Me Arret Teg BIOS Menvfecturer Phoerix Technologies LTO B10 Version ors install Date 07 14 99 The Window is organised as fol
18. Optionally this can be set as the serial number in your NetSupport Licence File You must set the Security key at both ends Allow Connections from these Control Machines This enables you to restrict access to Controls running on 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 For example 194 182 all workstations on TCP IP subnet 194 182 00000001 all workstations on IPX network 1 Encryption With encryption turned on all the information that is sent between the Control and Client is very difficult for others to read NetSupport 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 183 NetSupport Manager v9 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 allows multiple Controls to connect and view the Client simultaneously This is useful for Group Workin
19. Scan Automatically cycle through each Client s workstation in turn or scan multiple Clients simultaneously displaying its screen on the Control workstation This enables the Control to keep a discrete watch over what the Clients are running on their workstations Particularly important with modern Internet access The Control does not even need to be in the same room Monitor Mode A convenient thumbnail view of each connected Client screen is displayed at the Control providing a quick and easy method for monitoring activity at remote PCs Show Display the Control s screen on individual or multiple Clients or display a selected Client s screen to other Clients 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 50 items of information are collected specifically about the hardware or environment of the Client PC Launch Applications Launch an application on one or all Client workstations at the press of a button Multimedia NetSupport provides full Audio and Video Support Help Request Clients can raise requests for help The Control is instantly alerted to the Clients need for assistance via a pop up box on their screen Power Management Remotely logoff and shutdown Client workstations to minimise powe
20. 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 Hardware Software Hot Fixes Applications Processes Services inetinfo exe 2 784 K internat exe 952 K lsass exe L316 K METHWNT EXE 900 K mspmspsy exe 1 052 K MSTask exe 2 492 K navapsvc exe 1 492 K navapw32 exe 1 216 K npss c exe 1172K OLFSNT40 EXE 832K POPROXY EXE 2 148 K POWERPNT EXE 244K regs c exe 568K services exe 3 456 K Note The close process application features are disabled by default To enable choose Advanced Client Configurator Access Privileges Services Tab NT 2000 XP only Provides a list of services currently running on the target PC If you are not connected to the Client this tab will not be displayed The Control can stop and start services as required unless this facility has been disabled in the Advanced Client Configurator Access Privileges dialog 282 NetSupport Manager v9 Hardware Software Hot Fixes Applications Processes Services Status ClipBook Supports ClipBook Viewer which allo Stopped B COM Event System Provides automatic distribution of eve Running Computer Browser Maintains an up to date list of comput Running DHCP Client Manages network configuration by re Running Distributed Link Tracking Sends notifications of files moving bet Running B Distribut
21. 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 Contiguration Standard General When a Help Mequeit ames Connecti ss acuity Highight the Ghent in the Help Pequest int OY Rence Corna eee 9 D Conmatirtertoce Baye sein E Q fucters a Help Regus Corbol Status lor ncoming Chert Commectens OD Fie Tunto Ayvolable to take Help Requests D Fie Locations Not avaliable for Help Requests C Busy at the moment F Set status to Bugy when connected to fia of mone Chants A Control can also choose to be in one of three states of availability to receive Clients help requests 137 NetSupport Manager v9 To adjust a Controls Help Request availability 1 Choose View Settings for Current Configuration Control Interface Help Requests Control Status section 2 A Control can choose from the following three settings e Available to take all Help Requests e Unavailable to take any Help Requests e 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 138 NetSupport Manager v9 Capturing a Client s printed output Print Capture redirects printer output from a local printer at the Client wo
22. 308 Control adjusting microphone and speaker volume 108 applications 17 audio announcements 107 audio support 107 capture Client print output 139 chat to Client 131 clipboard 141 connecting to Clients 63 connecting to Clients different protocols 66 Ctrl Alt Delete 83 dealing with help requests 137 disconnecting Clients 79 executing applications 97 features 13 file distribution 127 file manager 130 finding Clients on a gateway 61 finding Clients on the network 61 Internet use over 262 logout 82 managing Control files 130 messages sending 136 power management 80 quick connect 64 reboot 82 recording replay files 113 scanning clients 90 security See security at Control set name 209 showing a Client s screen 106 showing the Control screen 102 starting 49 user defined tools 100 video support 109 viewing a Client 86 Control configuration create desktop icons 207 multiple profiles 207 Control Configurator 205 advanced settings 218 audio settings 234 configure interface settings 235 connectivity options 210 Control interface settings 235 event logging 189 221 file locations 245 file transfer settings 187 242 general settings 209 help request settings 240 keyboard mouse settings 229 print capture settings 231 protect configuration 186 remote control settings 226 remote dialup settings 216 replay files 222 restrict functionality 238 security settings 219 se
23. B Fie Location Shed Extension F Disable Shel Extension Treaties 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 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 236 NetSupport Manager v9 Hide Gateway Check this box to disable the Gateway function The Gateway branch is removed from the Tree View Disable Browse Check this box to disable the Browse function The Browse branch is removed from the Tree View the Toolbar button is removed and the related menu item is removed Message on Disconnect When checked the Control user will be prompted to send a message to the Client when disconnecting This may be useful to notify the user on the Client workstation that the Control user has finished using the workstation and advise what action has been taken Use internal speaker for Beep By default the audible warning beep which can be sent between machines in functions such as Chat and
24. Control workstation A network connection has been made between the Client and Control workstation that will enable you to remotely control the Client workstation The workstation that is used to take over another When a Client is being controlled in Control mode only the user at the Control can enter keystrokes and mouse movements The user at the Client is locked out Delta File Transfer Dialup networking Direct Serial Link Dual Channel Bonding Encryption Execute File Distribution File Manager File Transfer Firewall Full screen mode NetSupport Manager v9 A method for improving performance when using the File Transfer feature If the file being transferred already exists in the destination directory only changed parts of the file are updated Connection in which a workstation calls a server and operates as a local workstation on the network A connection between two workstations via a Null Modem Cable operating as they would over a telephone link A method for increasing bandwidth across an ISDN line An ISDN line typically provides two channels each of which can send receive data at 64Kbps By using both channels at once calling the same location you can double the speed to 128Kbps However by using both channels in this way you are in effect making two calls A method or algorithm used to scramble data being transferred to protect the data from being intercepted by unauthori
25. 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 will not communicate directly with a Proxy Server via SOCKS and will only work if a TCP IP direct connection is available 77 NetSupport Manager v9 Connecting to a MAC Based System Using the NetSupport Control you can connect to and remote control a system that has a previously installed VNC Client NetSupport Manager does not install anything onto these systems itself and only requires the existing VNC Client to be in place Note NetSupport s standard Browse facility will not find the VNC Client you must use the Add New Client option To Connect to a MAC System 1 Select Client New from the Control Window drop down menu The Add a new Client wizard will appear Add a new Client Enter the name of the Client x Name JADMIN Location Local Client type NSM Client a NSM Client VNC Client cot __ 2 Enter a Name for the Client In the Location field use the default option Local In the Client Type field choose VNC C
26. FileS c cc ceeeee ee er 155 Basic Client Configuration cccececeee eee eee eee tee eed 158 Advanced Client Configuration ccccceeeeeee eee ee ee teeter eaed 159 Connectivity Opt ON Sae aaa cece eee ARA EA AE ee aes 161 Set TCP IP Connection sssssrsssrrsrerrerrrrerrrrerrnrerrnrerrererrerere 162 Set IPX connectio Mine Ae aa a Aes 164 NetSupport Manager v9 Set NetBIOS connection ccc cece eee eter ed 165 Set HTTP Connections 2 casera iced E NEE teas 166 Dialin Bridge SettingS 0 ccc ce eee e eee eee 167 Advanced Settihg snare ea eek es eS A ea ei dats 169 Web Extensionsrsis s4 siutick tone ads Maas be eda ies ead 170 Sec rity OPUlONS cceseceeutsganseetsanioceelesadeenereeceges beealees ge beeeeersds vont 171 General SettingS c cece cece e eee eee eee eee e teeta eae e teen ed 171 Access Privileges BASIC cccceeeeeeeeeet eee eeeeaeeateateeesaeeaneatees 173 Access Privileges Advanced cceceee cece eee eee eee teeter ea en eae 175 User Validatio tc ra si yk liao aad eens tata ell a A ari 179 User Acknowledgement Options ccceeeeeee eee renies erren 181 Connect Options iser Er E GE N E E ah envied 183 Disconnect OptiOnNS s sssssssssserssrersrrersrrerrrrarirrerrenerrrnernnrere 185 Protect Configuration SettingS sssssssisssirsrrrrerrrrerrreerrnrnrs 187 File Transfer SettingS c ccceeeeeeeeeee eee ee teens ease en
27. NT to Windows 2000 XP or 2000 to XP you must ensure that you de install NetSupport Manager prior to upgrading the operating system NetSupport Manager can then be re installed once the operating system upgrade has been completed If you are installing to an NT 2000 XP workstation or server make sure that you are logged in as an Administrator While performing the installation Help can be accessed at various stages of the process if required Selecting a Set up Type Choose NetSupport Manager for the required language variant This will start the install program 20 NetSupport Manager v9 NetSupport Manager Setup Program The Setup program Welcome screen will appear 8 Welcome Ea Welcome to the NetSupport Manager Setup program This program will install NetSupport Manager on your computer It is strongly recommended that you exit all Windows programs before running this Setup Program Click Cancel to quit Setup and close any programs you have running Click Next to continue with the Setup program gt gt WARNING This program is protected by copyright law and international Gey Q gt treaties Esp Unauthorized reproduction or distribution of this program or any portion of it may result in severe civil and criminal penalties and will be prosecuted M e AN to the maximum extent possible under law NETSUPPORT MANAGER Help Cancel Please read the information on the screen carefully b
28. Security Access Privileges Check the Disable Chat option Click OK 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 To Prevent the Client from Initiating a Chat Session 1 ui At the required Client workstation s choose NetSupport Configurator from the NetSupport Program Group The NetSupport Client Configurator will appear Choose the Advanced Configurator option and select the profile to amend From the list of Configuration options select Client Interface Client Settings Check the Disable Chat option Click OK Save the Profile and Restart the Client The Chat option will be unavailable at the Client 135 NetSupport Manager v9 Sending Messages to Clients With NetSupport 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 If enabled click the Message icon on the Control Window Toolbar Or Right click and choose Message 2 The Mes
29. 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 Choosing What To Deploy You can choose NetSupport Package Client Configuration NetSupport License File Uninstall NetSupport 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 37 NetSupport Manager v9 Deploy a NetSupport Package With the required workstations selected 1 38 Choose Deploy NetSupport Package from the Deploy Main Window Drop Down Menu or Right click on the selected workstations and choose Deploy NetSupport Package The Deploy Summary dialog will appear Deploy Summary i x This is a summary of the options you have selected Check the details and click Deploy to start You can change the properties of the deploy by clicking Properties Type Deploy NetSupport Package Cancel Description NSM 9 Properties Deploy License Details Licensed to EYAL for 5 Clients Help ikp Deploy Setup Files C Documents and Settings pcicnl Desktop NSM 9 Setup Product Version 9 00 Parameter File x This dialog provides a summary of the options you have selected for the deployment If a first time deployment the text will appear in red to indicate
30. Show the Control s screen to a number of connected Clients It is also possible to Show a Clients screen to a number of other connected Clients This is known as Exhibiting For example it may be that workstation_1 has an application on it that you need to Show to the Accounts department Therefore by Viewing workstation_1 and then Showing to all members of the Accounts department they will now be able to see workstation_1 s screen To Show a Clients screen 1 Connect to the Clients you wish to Show to and the Client you wish to View 2 View the Client whose screen you wish to Show 3 Choose Tools Show 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 106 NetSupport Manager v9 Audio Support NetSupport allows you to use Audio Support via microphones headphones and speakers while Viewing a Clients screen and Showing your screen to a Client workstation For this function to work you must have Audio Support
31. Sotware Hot Fies Apptcatons Processes Servicer Hot fixes for MKTCNL Last Updated 17 Jan 2003 14 20 20 Hot Fixes Click for more information A 2232114 Windows 2000 03 A 2287030 Windows 2000 504 Y 2259524 windows 2000 SP1 A 2220838 Windows 2000 P P Hotfix verifier correctly X HotFix fails verification Unable to verity c Copyright Productive Computer Insight Limited 2003 When verifying the status of each fix NetSupport returns one of three indicators J Verifies that the fix is present on the target PC and is current version It would be advisable to install the fix again NetSupport was unable to gather the required information for it to be able to verify the status xX An expected file may not be present or is not the correct Applications Tab The detection process uses NetSupport 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 281 NetSupport Manager v9 Hardware Software Hot Fixes Applications Ee Services fe Document Microsoft Word Running Microsoft PowerPoint Running Dra NetSupport Client connected to SUPPORT Running Processes Tab Provides a list of processes currently running on the target PC
32. Standard Gormal Y Commectrty gw Secunty SOY Rente Cortict View Kestoodmoure Piet Coptse amp Aubo s w Control Intedoce g Fie Trancter Fie Locations 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 keys 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 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 230 NetSupport Manager v9 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 i
33. The Columns dialog will appear x Add or remove columns for Client lists Clients Remote Clients Browse Connected Group Members Help Requests Contains the result of the last Browse operation Current Columns Name User Name Available Columns Client Name Client Platform Client Version Contact Help Message _Add gt gt Phone Number Requested By Left most The Tabs shown at the top of the List View relate to each of the Client List windows that are available for the Control Select the desired Tab the left hand window highlights columns that are available for inclusion the right hand window shows those already included Simply select the column name you require and then Add or Remove 59 NetSupport Manager v9 The Arrows to the far right of the window are used to adjust the order in which each column is displayed the higher up the list represents position from the Left 60 NetSupport Manager v9 Finding Clients on a Network or Gateway 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
34. a few seconds while NetSupport loads after which the Control Window will be displayed Note By default the Control is configured to support the TCP IP protocol however it can support multiple protocols simultaneously If you receive a protocol error message when starting the Control or want to configure it to support Clients running on different protocols select Network Configure Connectivity from the Control Window drop down menu 49 NetSupport Manager v9 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 Network Cart Gop Vew Took Window Heb Fu AS SHES g New Browse Deiko Eez Acia lnvertoy Manege Solr Fie Menage Quick View G Soles Porere Qprestz2 TEST Comments cf Charis aa ses 7 Connected Now Cort Se Mig Ura sees Podat T Heb Requests G Guns Ww Remote Networks 3 Saprg Gatenars mh tt Real Correctors 3 3 Cherie Starci The Title Bar This indicates that you are in the Control Window and displays the name of the NetSupport 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 organisin
35. and port number in the browsers address field and specifying the HTML page to download The Internet Browser attempts to connect to the Internet Server at this address When the Control connects it is connecting to the Internet Server section of the Client It then requests the HTML document to be downloaded The Client looks for this file in its Internet Server Directory If the HTML is found the Client starts sending it to the browser As it does it looks for the variables in the HTML and replaces them as it goes When the browser has received the entire page it processes it locally to determine what to do When the Control comes across the lt OBJECT gt lt OBJECT gt tag it checks in its registry to see if it has an ActiveX Control registered with this GUID If it does then it is loaded and created on the Internet page If it isn t available it checks in the object tag to see if there is a code base this gives the browser an HTTP address where it can download the necessary Control An additional piece of information supplied is the version number Even if the Control is installed locally it will check its version number against the one in the Internet page to determine if it has the correct version if not it will attempt to download and install a new version 266 NetSupport Manager v9 Web Extensions It is possible to configure a Client as an Internet Server which will supply simple Internet pages as HTML Additionally
36. are referred to as Remote Networks and the information concerning the telephone number to dial and the type of connection are stored in this folder 57 NetSupport Manager v9 Scripting Scripts created using the NetSupport 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 Gateways The primary role of a NetSupport Gateway is to facilitate seamless Remote Control between PC s that may both be located behind different firewalls The Gateway provides a stable and secure method for locating Clients via http and delivers web based remote control without the need for modifications to existing Firewall configurations 58 NetSupport Manager v9 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 Connected 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 you can change the appearance of the displayed items The available options are Large Icons Small Icons List Details and Thumbnail With Details selected you can tailor the information that is displayed about each Client To customise the List View 1 Select View Columns from the Control Window drop down menu 2
37. based remote control without the need for modifications to existing Firewall configurations NetSupport Client Configurator x Z Connectivity TOPAP rcar F Use TOPAP Pat 5406 ir m Nedis Select IP Address to Listen orr uIP a w Dial n Bndge Advanced amp Secu Genwa Text Li Access Privileges B Audo 161 NetSupport Manager v9 Set TCP IP Connection C Program Files NetSupport Manager client32 ini Master Profile A a Connectivity r TCP IP crar M UseTCPAP Port 5405 rx Select IP Address to Listen on nenos HTP E i y Dial in Bridge 5 SES wy Advanced a i Beit io LSS ied ae w Web Extensions 5 gt EA if E ty Security ey ee See RA ree Be 4 E Remote Control i Ea ag Client Interface ri Profile Options 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 is 5405 Select I P Address to Listen on This option can prove useful for preventing unwanted connections when the Client has multiple network cards installed for example when both a public and private network are used You can force connections on the required networ
38. being displayed at the Client In most cases the same fonts will be available 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 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 193 NetSupport Manager v9 Enable 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 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 Settin
39. browser then attempts to load the newly downloaded Control and create an instance of it to place on the Internet page The window_onLoad sub routine is then executed at the beginning of the HTML and the Client s screen will appear 267 NetSupport Manager v9 ActiveX Control HTML Examples The following is some typical HTML which use all of the variables available with Client Web Extensions lt html gt lt head gt lt script LANGUAGE VBScript gt Sub window_onLoad call CTLAX nit CTLAX Client CLIENTADDR call CTLAX Connect CTLAX ScaleToFit 0 call CTLAX View 2 end sub Sub CTLAX_Disconnect alert Client amp CTLAX Client amp has disconnected end sub lt script gt lt meta http equiv Content Type content text html charset iso 8859 1 gt lt title gt NetSupport Active Control Viewing CLIENTNAME lt title gt lt head gt lt body gt lt p gt Viewing Client CLIENTNAME CLIENTADDR lt p gt lt p gt lt object ID CTLAX WIDTH HSCREENRES HEI GHT VSCREENRES CLASSI D clsid 04F26A51 3DA8 11D2 B8FC 00104B4F4F6A standy Please Wait Loading PCIAX Control codebase http lPADDRESS pciax cab version 1 0 0 2 gt lt object gt lt p gt lt body gt lt html gt The first piece of HTML that handles the Control is at the beginning lt script LANGUAGE VBScript gt Sub window_onLoad call CTLAX nit CTLAX Client CLIENTADDR c
40. cab version 1 0 0 2 gt lt object gt This tells the Internet Browser that the Internet page contains an embedded binary object and it should attempt to create one locally The OBJ ECT tag has the following parameters ID Gives the Control an identifier that we can use elsewhere on the Internet page WIDTH HEIGHT Specifies the width and height of the Control these will be replaced with the actual screen resolution of the Client CLASSID The GUID Globally Unique Identifier this is unique to NetSupport STANDBY Text that is displayed while the Control loads CODEBASE Tells the browser where to find the Control and its version if it isn t already installed 269 NetSupport Manager v9 NetSupport Scripting In this chapter NetSupport Scripting Overview Starting the Scripting Editor Creating a simple Script Scheduling and running a Script 270 NetSupport Manager v9 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 Control For example you might set up a Script that runs unattended overnight to connect to a number of remote NetSupport 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 spa
41. 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 You can adjust the size of the displayed Toolbar icons large or small Items can be added or removed by right clicking on the toolbar and selecting customise Customize Toolbar x Available Buttons Current Buttons pe Share 4 Watch gt Control rd Scale to fit v 7 Full Screen gt Ctrl Alt Del p Inventory Add gt gt Q Mute Separator gt gt p Reboot lt lt Remove wa File Transfer n Scrape X Reset pa Chat x Help Cancel The Client Screen Area This is used for displaying the screen of the Client 85 NetSupport Manager v9 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 will allow you to View multiple Client screens each in its own Window simultaneously To View a Client 1 Choose Client View from the Control Window drop down menu Or Right click on the Client s icon you want to View choose View Or Click on the appropriate Client button in the Quick View Toolbar Or Double click on the Client icon in the List View 2 The View Window for that Client will now appear with its screen displayed sa
42. connected to the Client The General Tab displays the following information The Physical Client name Its Network Address The transport it is using The Details Tab displays the following information The name you want displayed at the Control for this Client The Description that you want to associate with this Client The Contact name The Telephone Number The System Info Tab displays the following information What version of NetSupport Manager the Client is running What operating System it is running on 252 NetSupport Manager v9 Creating a New Group NetSupport 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 To Create a Group 1 Make sure that the required Clients have previously been connected as this will store them in the Known Clients folder and make them available for grouping 2 From the Control Window drop down menu bar choose Group New Or Double click on the Create a Group icon in the Groups Folder 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 You can perform the following functions on Groups as a whole Show Audio File Distribution Message Execute Reboot Logout Power On Off Adding Removing Clients in a Group NetSupport al
43. contents of the selected item will then be displayed in the List View on the right If the selected drive or directory contains subdirectories that are not displayed then a cross symbol will be displayed to the left of the item To expand the contents of a drive or directory so that its subdirectories are visible in the Tree View either double click on the drive or on the directory or click on the cross symbol to the left of the drive or directory 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 Ifthe items are adjacent to one another select the first item hold down the Shift Key and then select the last item 2 Ifthe 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 directories are required choose View Select from the drop down menu or right click on one of the items in the list view not the filename and choose Select You can highlight all items in the current list or just the files or directories e To display the contents of the drive or directory that is one level up from the current directory double click on the previous directory item at the top of the List View 130 NetSupport Manager v9 Control Client Chat Sessions NetSupport allows you to Chat to any number of connected Clients simultaneously via a
44. 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 filename You can toggle between this state and the filenames only state by using the list style buttons in the File Transfer User Interface 243 NetSupport Manager v9 Show file names only Select this option to only display filenames in the file lists This allows you to display more files at the same time than with file details You can toggle between this state and the Details State by using the list style buttons in the File Transfer User Interface Confirm When you perform potentially dangerous file operations such as deleting a directory or file you can make the Control display a Confirmation dialog box This helps prevent accidental loss of data If you are familiar with the User Interface you can turn these options off as required By default all the confirmation settings are turned on Directory copy Make the user confirm before copying a directory structure Directory delete Make the user confirm before deleting a directory structure File overwrite Display a confirmation dialog before overwriting one or more files File delete Display a confirmation dialog before deleting one or more files Use Compression Check this box to enable the use of compression When you are communicating with a Client whether i
45. file on an individual workstation the combination of NetSupport 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 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 locally 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 eg 10 100 MB 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
46. function 82 NetSupport Manager v9 Sending Ctrl Alt Delete You can send Ctrl Alt Delete to a workstation that you are Viewing or simply connected to To send Ctrl Alt Delete to a connected Client 1 Press the Ctri Alt Esc keys simultaneously Or 1 Choose Client Send Ctrl Alt Delete from the Control Window drop down menu 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 83 NetSupport Manager v9 Viewing The View Window The View Window is the primary interface for interacting with individual Clients Each Client has its own View Window The Client View Windows are used for displaying the screens of the Clients at the Control You can have multiple Client View Windows open and displayed simultaneously C E alal Toots wike B 2B 9 2 LAD ss Be iti 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 84 NetSupport Manager v9 The Toolbar The Toolbar contains shortcuts to many of the most frequently used tasks and tools Double
47. installed on a workstation it becomes available for connection by a Control A Client must be available before a Control can connect to it Selected Using the mouse you can select and highlight the Client Client or Clients to work with Connected All available Clients or Groups of Clients can be Client chosen for simultaneous connection A Control can only remote control a Client to which they are connected Known Having connected to Client machines NetSupport Clients stores a list of Clients in the Tree View Client Folder These are Known Clients NetSupport Manager v9 About NetSupport In this chapter What is NetSupport Manager NetSupport Manager Features NetSupport Manager Applications 11 NetSupport Manager v9 What is NetSupport Manager Every organisation whether large or small depends in part on their IT infrastructure to remain competitive amp efficient and to ensure static workers and mobile users maximise their productivity for the business It therefore follows that the IT Department is one of the most essential resources within a business entity and so supporting this function is critical to any success whilst ensuring capital expenditure and associated costs are kept to a minimum Historically Remote Control software has been presented as the most efficient solution in improving the responsiveness of the helpdesk and support departments Its largest single contribution being the tool that r
48. into four sections The Title Bar This shows which Client this particular File Transfer Window is working with The Menu Bar The Menu Bar contains a series of drop down menus that can be used to access the various tools and configuration utilities The Toolbar The Toolbar contains shortcuts to many of the most frequently used tasks and tools Double clicking on an individual item takes you straight to that task or function eliminating the need to work through the drop down menus Positioning the cursor over an icon will display a brief description of its function Please also refer to the toolbar menu for details on how you can customise it to reflect the functions that you use most 129 NetSupport Manager v9 The Local Pane The Local Pane displays a Tree View of the Directories of the Control on the Left hand side and a List View of the contents of those directories 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 The Tree View To select a drive or directory in the Tree View simply click on it the
49. 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 l 21 Subnet Mask 255 2557 4 255 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 00000000 00000000 00000000 00010101 Address Network Portion Of IP 10 10 2 0 Address Host Portion Of IP 0 0 0 21 Address 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 However two of the host addresses the first and last on each IP network are reserved The reserved host address with all bits set to 0 is the Network Address and the one with bits set to 1 is the broadcast address In our example network of 10 10 2 0 10 10 2 0 is the network address 10
50. log files easier particularly if multiple 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 Logserver1 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 Thul8Sep2003 dddd dd mmmm yyyy returns Thursday18September2003 e For NT 2000 XP this file must be a UNC path name as a mapped drive is not available until you log in e For Windows 95 98 ME the file must be in a Null Session Share 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 File By checking this box NetSupport 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
51. not respond you can send an audible beep to each workstation by selecting Send Beep The Client can also do this from their Chat Window You can configure the Client and Control workstations to play the beep through either the PCs internal speaker the default or via the installed sound card to speakers attached to the PC Select Client Configuration Client Settings or Control Configuration Settings Window Menu Only the Control s Chat Window will have a Window drop down menu This menu enables you to swap between opened screens or Tile them Chat Progress The main body of the Chat Window is used to record the progress of a Chat session It holds details of members who have joined or left the discussion as well as the messages that have been sent by each member Message This is where you type your comments Type the message and hit Enter or click Send Auto Send Each message is restricted to 128 characters Check this box to automatically send the message when the limit is reached Show Hide Whiteboard If required you can introduce a Whiteboard into the Chat session This provides a range of tools enabling you to annotate the screen and display graphics 133 NetSupport Manager v9 Whiteboard Leader If enabled one of the participating Clients can be nominated to take control of the whiteboard Close Ends the Chat session Members Members currently included in the Chat session are listed here The Con
52. only apply to that Client during the current Control session If you want to change the settings permanently check the Update Configuration box x a Romae Corbo Dobora View I 8005 Keyboard FE Scoolbar Kejtosd rouse F Confirm Switch to Ful Screen I Use Compression amp Fire Core F Ful Screen M Wipe Audo I Ses to Fa I Risk Chart Screan I Disconnect when Closed I Video Siieging T Seren Sasape Deta Mode Shave Cache Sue M Max Colour Depth Change DOS Fort Change Japanese Fort Upstate Contiguestion Starcdiaed x Coren sory He 89 NetSupport Manager v9 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 2 The Scan dialog will appear NetSupport Scan Eg Scan the following Clients x E csL103 L_sen_ W INVH166 Cancel E amp InvHS99 B MKT529 __ Hep Removing the check mark next to a Client excludes it from the Scan T Scan Interval A Short 12 seconds Long Display one Client at a time C Display multiple Clients at a time 242 z 3 Specify which Clients to Scan by removing or inc
53. options 166 disconnect options 184 enable web extensions 169 help request settings 200 profile options 203 remote control settings 192 replay file settings 188 security 170 set Client password 170 set Configurator password 170 set HTTP 165 set IPX 163 set NetBIOS 164 set Security key 170 set TCP IP 161 307 NetSupport Manager v9 set tickle period 168 show settings 195 user acknowledgement 180 user validation 178 view settings 192 Client settings 208 clipboard 141 command line instructions 144 287 components installing 24 compression 219 file transfer 242 use while viewing 226 using effectively 275 configuration files creating 154 editing 154 configuring a gateway 70 configuring Clients 157 connect by hostname 210 connecting to Clients Linux 293 Mac systems 78 on different protocols 66 over a remote IPX network 68 over a subnet 67 over an IP subnet 67 pocket PCs 291 quick connect 64 through a gateway 69 through firewalls 76 through proxy servers 76 through the Internet 262 understanding IP addresses 285 understanding IPX addresses 286 using IP address 64 connecting to Controls 147 through a gateway 69 through firewalls 76 through proxy servers 76 through the Internet 262 connectivity dialin options 166 remote dialup at Control 216 set HTTP 165 215 set IPX 163 212 set NetBIOS 164 set NetBIOS connection 214 set TCP IP 161 210 contact us 305
54. profiles to enable and disable virtually every feature depending on the security level of the signed on User Set Unique Security Keys on both Control and Client Integrates with existing NT profiles amp Security DES AES Encryption 15 NetSupport Manager v9 Easy to I nstall and Configure e Install on Client workstations without the need to visit the individual machines using NetSupports Remote Deployment Utility Silent Installation across the WAN Central maintenance of Client Profiles Configuration utility for Windows Protocol Transparent Control use IPX NetBIOS TCP IP and HTTP simultaneously 16 NetSupport Manager v9 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 providing additional features ideally suited
55. 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 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 Chat icon on the Control Toolbar Or Right click on an individual Client and choose Chat The Create Discussion Dialog will appear Topic Timetable for tonights installation K Members Cancel Ix rl Help E g Enk Bg cn Options 7 Members can decline to join J Members can t leave the chat Z T Chat Window is always visible 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 131 NetSupport Manager v9 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
56. that required information has not been entered To enter or amend the information for the deployment Click Properties The Install Properties dialog will appear 4 NetSupport Manager v9 NetSupport Install Properties 2 x General Options Acknowledgement Message Restart Description NSM 3 Click Browse to specify the NetSupport installation source folder C Documents and Settings pcicn Desktopi NSM Browse NetSupport Version 9 00 Install Parameters File values tt Edit Cancel Help Enter the properties for the deployment by selecting the five tabs in turn General tab Used to specify the NetSupport package to deploy and which components are to be installed Enter a description for the package being deployed If left blank the package name version number will be used Click Browse and select the folder containing the NetSupport package to install Ideally this will be a folder containing a distribution copy of NetSupport See the Creating an administrative network installation section of this manual 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 description of this dialog Note Because of the way NetSupport Deploy handles restarting workstations leave the Restart Machine box un checked This is only relevant when perfo
57. the Control In this chapter Configuring the Control Multiple Control Profiles Client Settings General Settings Connectivity Security Startup Settings Remote Control Settings Interface Settings File Transfer Settings File Locations 205 NetSupport Manager v9 Configuring the Control NetSupport allows you to fully configure how the Control Program will operate To provide maximum flexibility NetSupport 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 features that can be applied to each Control profile Startup This property sheet enables you to
58. the File Transfer Window is displayed At its simplest you transfer files by dragging them from one location to another ali me bedn we ba Grater fete J 5 bg al dG or 5 F D rapes rie ie conse COG IE ees gece 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 Please also refer to the toolbar menu for details on how you can customise it to reflect the functions that you use most 117 NetSupport Manager v9 The Local Pane The Local Pane displays a Tree View of the Directories of the Control 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 become 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
59. 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 List View 1 Click in the Filter text box above the pane whose List View you wish to reset 2 Replace the contents of the Filter text box with this is the default filter and means no filter will be applied to the files in the current List View 3 Press the Enter key to apply the filter Changing the View format in the File Transfer Window The contents of the List Views of the Control pane and Client pane can be displayed in different formats You can also sort the contents of the List Views in order to make them easier to navigate There are two types of view in which you can display the contents of the List View in a File Transfer Window Name Only view Displays only the file and directory names Details view Displays the file and directory names along with related details which are displayed in adjacent columns 124 NetSupport Manager v9 To change the Name Only view 1 Click on Name Only button on the far right of the File Transfer Window To change the Details View 1 Click the Detail button on the far right of the File Transfer Window Note You can also change the view typ
60. the Replay Controls to Start Stop the file At the Client 1 Right click on the NetSupport Client icon in the system tray and choose Replay or Double click on the Client Icon and choose Commands Replay from the drop down menu 2 Navigate to the Directory where the Replay Files are stored 3 Select the file to replay 4 Click Open The Replay Window will appear Use the Replay Controls to Start Stop the file Replay Controls xj r oo 0 20 0 40 1 00 1 20 1 40 200 220 240 345 m nefie p gt poi G2 Hep 0 00 03 88 INVH170 21 Oct 2004 11 38 56 115 NetSupport Manager v9 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 Se D Choose Tools Show from the Control Window drop down menu or Click the Show icon on the toolbar The Show Configuration dialog will appear From the Client list select the Clients to show the Replay File to Click Advanced Check the Show Replay File box and browse for the required Replay File Click Show The Replay Window will open at the Control machine and start playing the Replay File to the selected Clients Click End on the Replay Window toolbar to end the show 116 NetSupport Manager v9 File Transfer The File Transfer Window When you choose to perform a File Transfer operation on an individual Client
61. 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 197 NetSupport Manager v9 Audio Settings This property sheet provides configuration options for using Audio Support at the Client Volume Threshold microphone sensitivity Microphone volume of microphone Speaker volume of speakers Wave volume of Operating Systems Sound Effects Test Check this box to test all of the above settings 198 NetSupport Manager v9 Client Interface Options These property sheets are used for customising the interface between the Client and the Control Client Settings CWrogram Fies NetSupport Manager chernt 32 we Master Profte Connectivity amp Secunty ty Remate Corio Disable Chert Hern termi F Dissbie Request Help I Dizable Call Contecl F Disable Disconnect M Diebe Oa Cheet Program Options F leon in System Tray I Aways on Top I Hike Wher ide T Quiet Mode chert not visible on Taskbar I Silent Mode no refresh F Une mema speaker ter Boop Beep while being Viewed every n seconds Chere Imertace WW Gert Songs Hep Requests Custorsseble Tet D Prerio Ortons Disable Client Menu items Disable Request help Prevents the Client User from being able to use the request Help Function
62. the local or remote pane select the directory tree or individual file list to be printed Select View Print from the File Transfer Window drop down menu The Print Options dialog will appear Confirm whether you are printing a directory tree or file list and if it is the full list or selected area You can also choose to include the application icon appropriate to each file by checking the Print Images box Click OK to print 122 NetSupport Manager v9 Synchronising Directories You can synchronise the contents of selected directories on the Control and Client When you synchronise two directories any new or updated files in either directory will be automatically copied to the other directory To synchronise Directories 1 Select the Control Directory from the Control Tree View to be synchronised with the Client 2 Select the Client Directory from the Client Tree View to be synchronised with the Control 3 Click on the toolbar Synchronise button 4 The Synchronise Directories dialog will be displayed 5 Check the displayed paths of the two selected Directories 6 Choose to include the subdirectories by selecting the Include Subdirectories check box 7 Choose OK 8 A confirmation dialog will be displayed click Yes 9 The Directory Synchronisation Progress dialog will be displayed 10 When completed the result will be displayed in the Directory Synchronisation Results dialog box 11 Read click OK Arran
63. the required Client and choose Client Remote Command Prompt from the Control Window drop down menu or Right click on the Client icon and select Remote Command Prompt 2 The Remote Command Prompt Window will appear The title bar will confirm the name of the connected Client c Remote Commend rome T Remote View Help H 1 Adobe Common Files Crystal Decisions Crystal Translator FullShot 6 0 InstallShield lineSO LiveUpqrade Macromedia MarkVis MGA NT PowerDesk Microsoft Office NetSupport DNA NetSupport Manager NetSupport School Network Associates Outlook Express Panda Software Plus QuickTime RoboHELP Office support Symantec trettian Web Publish WebPosition Windows Media Player Windows NT WinZip wpqoldsetup exe 32 File s 4 543 537 bytes kd 2 001 643 520 bytes free CAProgram Files 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 145 NetSupport Manager v9 Using the Client In this chapter The Client Main Window Client Connect Raising a Help Request Chatting to a Control Receiving Messages from a Control Disconnecting from a Control Resetting the Client
64. the serial number in your NetSupport Licence File Prompt for Additional I nformation 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 220 NetSupport Manager v9 Try Last Username before displaying login Prompt Remembers the username and password attached to a named configuration and will attempt to login using this information Use Compression Check this box to enable the use of compression When you are communicating with a Client whether it is a File Transfer View or chat session the data being sent and reviewed will be compressed This also provides a means of security as the data will also be encrypted Use Encryption With encryption turned on all the information that is sent between the Control and Client is very difficult for others to read NetSupport 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 221 NetSupport Manager v9 Event Logging This property sheet enables a NetSupport Control to record in a text file the actions it has performed while remote controlling a Client This may be useful for maintaining a hi
65. to by clicking on Show Control and selecting a Control workstation Clients can also choose to Cancel their previous help request by clicking Cancel Previous Request Clients then click OK If a Control is connected when a Client sends a help request the Help Request Folder will immediately turn green If the Control is not connected its Help Request Folder will turn green the next time it connects to that Client Chatting to a Control workstation You can Chat to a connected Control using the Chat Window To initiate a Chat session 1 Choose Commands Chat from the Client Main Window drop down menus The Chat Window will appear Type the message and hit Enter or click Send If you need to alert the Control User that you have initiated a chat session choose Chat Send Beep from the Chat Window drop down menus 150 NetSupport Manager v9 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 TEST2 Thursday September 30 1999 2 58 PM The Fileserver will be shutdown in five minutes 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 Resetting the Client Video Driver on Windows 95
66. to Clients Multiple Subscriber Number MSN Named Configuration NetBEUI NetBIOS NetBIOS Adapter Network Address Operating System Physical Font NetSupport Manager v9 A facility whereby you can have more than one telephone number allocated to your ISDN line In the case of NetSupport you may want to restrict access to the Bridge to a specific MSN Configurations for different Control users By using a named configuration you can tailor the amount of functionality that a Control user will have according to their security level For example you might configure one user to have full functionality but another to have Watch only capability See NetBIOS A protocol used to enable workstations to communicate in a Networked environment NetBIOS referred to as NetBEUI in the Microsoft environment is a non routable protocol suitable for small LANs In the Windows environment you can load multiple NetBEUI stacks by attaching them to different virtual adapters As you can have more than one NetBios stack loaded 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 Unique address for each entity on the network for example server workstation router printer NetSupport runs over all Windows operating systems If a Client sends its screen information to a Control that does not have the same or similar font
67. 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 Wave Volume of Operating Systems Sound Effects Enable Options On Turn Audio on Off Turn Audio off Talk Set the Control Audio to Talk function only Listen Set the Control Audio to Listen function only 108 NetSupport Manager v9 Video Player Support NetSupport provides exceptional multimedia support with full Audio Video and Remote Control capabilities This section deals specifically with the use of the NetSupport Video Player While the NetSupport Video Player can be used for viewing a video
68. will be removed Chat Window is always visible If checked the Chat Window remains on the Clients desktop for the duration of the Chat session Members cannot minimise the Window Confirm which Clients to include in the Chat session and select any additional properties that should apply Click OK to start the Chat session 4 The Chat Window will appear on the Control and Client workstations Chat Timetable for tonights installation iol x Chat window Timetable for tonights installation Hide WhiteBoard EMK has joined INVH166 The network will be shut down at 6pm Close INVH166 When the installation is complete the logo displayed below will reside on each desktop E Help ol Ch mv y abe Members Options Tool Colour Width Fill Font EMK NetSuppsst 4 INVH166 i fl 5 gt Eject WhiteBoard Leader fINYH166 x Message ooo T Auto Send 132 NetSupport Manager v9 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
69. 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 an application on a Client Workstation 1 Open the Connected 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 3 The Execute Application dialog will appear Execute Application Ea Execute Saved List ra Enter the name and path including command line parameters of the application to execute at the Client C Program Files Microsoft Office Office Winword exe Help Add to List Local Browse Results _ Result Code x 4 Enter the name and path of the application to execute at the Client Or Click on Local Browse button and select an executable application on the Control workstation 97 NetSupport Manager v9 Note Check that Client applications are stored in the same location as the Control to ensure successful execution 5 Check the box Add to List to save it for future use in the Saved List Tab 6 Confirm the description and path 7 Click Execute The application will now be launched at all selected Clients and the result of the operation displayed in the Results Box To Ex
70. 07 using command line instructions 287 prompt for connection reason 219 properties Client 251 protecting the Client configuration 186 Q quick connect 64 disable at control 238 quiet mode 198 R reboot 82 receive show options 195 disable 195 Red Hat 293 remote clipboard 141 remote command prompt 144 remote communications 255 dual channel bonding 166 216 optimising connections 255 planning 256 set MSN number 166 216 setting up a modem 258 remote control configure settings at Client 192 configure view settings 226 disable functionality 238 viewing Clients 86 remote controlling a Client 86 via explorer 142 remote deploy utility 35 remote install a Client configuration 42 a NetSupport license file 43 a NetSupport package 38 log files 47 remote uninstall 44 renaming Clients 249 replay files create for all students 114 create for selected students 114 enable at Client 188 enable at Control 222 recording 113 showing 102 116 312 watching 115 requesting help 149 restarting a Client 274 S scale to fit 227 show window 195 scale to fit mode 88 Scan Window 92 scanning Client screens 90 individually 90 multiple 91 screen capture 92 screen scrape set at Client 192 set at Control 226 scripting 270 creating a 271 running 272 scheduling 272 starting the editor 271 scrollbars in show window 195 security using effectively 283 security a
71. 10 2 255 is the broadcast address 286 NetSupport Manager v9 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 I PX 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 0000E8D67295 When configuring a NetSupport Manager Control to browse a remote IPX network you must know the IPX network address of the remote network The NetSupport 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 add
72. 38_56 rpf X Browse 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 Set Show Mode at Client Windowed or Full Screen This option allows you to Show at the Client either in a small window or in full screen Advanced gt gt Show icon on taskbar This option enables you to choose whether you want to display the NetSupport icon or button on the Control task bar when Showing This icon is displayed on the taskbar of Windows 95 98 and Windows NT 4 operating systems By double clicking on either you return to the Show dialog box 103 NetSupport Manager v9 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 Show Replay File This option enables you to show Clients a stored Replay File instead of the current display Use the Browse button to navigat
73. Audio you can record any narration that takes place Check this box to enable 3 Record Physical Fonts In order to reduce the volume of data being sent when sharing information of this nature NetSupport 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 information Check this box to enable 113 NetSupport Manager v9 4 In Directory 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 5 Click OK to start recording The Recording icon will appear in the task bar 6 To stop recording double click the Recording icon Recording Replay Files At Client PCs Activity at remote PCs is recorded when a Control Views a Client that is configured to Record Replay Files The option can be enabled at individual Client level or set globally Record Replay Files For All Viewed Clients This procedure enables the Control to create a Replay File each time it views a Client PC 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 Wi
74. 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 Client has access Note Once created a Configuration file can also be remotely deployed to multiple Client machines simultaneously using the NetSupport Deploy utility To create a new Configuration File 1 Choose NetSupport Configurator from the NetSupport Program Group The NetSupport Client Configurator will appear NetSupport Client Configurator x Welcome to the Configurator This program allows you to configure all aspects of the NetSupport Client s behaviour On Windows NT you should log in as Administrator or equivalent when using this program Choose Basic if you are using NetSupport for the first time From here you can set the Client name network protocol s and basic security such as a password Choose Advanced if you want to create multiple user EE profiles integrate with NT security enable disable particular features or limit remote file access to specific directories Help Quit Q 2 Choose Advanced The NSM Client Configurator dialog will appear 155 NetSupport Manager v9 NSM Client Configurator C Program Files NetSupport Manager client3 FI EG File Profiles Help Bae CPA HE AYV Profile Name Master Profile 3 Choose File New from the Advanced Conf
75. Delete Reset Load Save 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 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 PEI Bl 208 NetSupport Manager v9 To create desktop icons Having saved the profile you can create a desktop icon containing the parameters required to load the configuration 1 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 eS 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 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 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
76. EY 19 456 bytes HERE R AREER EREDAR RE Total Files 5 of 6 General Managers Update doc 90 624 bytes 296 448 bytes ERRORS IV Close this window on completion T Hide File Transfer Window f Time 0 00 03 23KBps Remaining 0 00 09 Note The selected item s can also be dragged from the Control List and dropped into the destination drive or directory in the Client View To copy files and Directories from a Client to a Control 1 2 Select the required Client in the List View Choose Client File Transfer from the Control drop down menu Or Select the File Transfer icon on the Control Toolbar Or If you are Viewing the Client choose Tools File Transfer from the View Window drop down menu The File Transfer Window to that Client will open From the Control Tree View select the destination drive or directory 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 Note The selected item s can also be dragged from the Client List and dropped into the destination drive or directory in the Control View 119 NetSupport Manager v9 To transfer files between Clients With NetSupport s File Transfer it is also possible to copy files and directories between two Clients To do this connect to e
77. 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 LICENCE This software is designed to run on standalone computers and computer networks You may load the software from a Network File server but you must purchase a licence for each workstation on which you will install or run the software COPYRIGHT This software is protected by international copyright laws You may copy it only for backup purposes The software is licensed to you but not sold to you RESTRICTIONS Neither you nor any reseller may rent lease sell licensed copies on approval or otherwise transfer the right to use this software to another person except that you may sell or give away your original copy as long as you do not keep any copies The software may not be modified disassembled or reverse engineered except with the prior written consent of NetSupport Ltd LIMITED WARRANTY NetSupport Ltd warrants that the Software will perform substantially in accordance with the accompanying documentation for a period of ninety 90 days from the date of purchase NetSupport Ltd 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 Ltd s option and subject to proof of purchase from an auth
78. NN the IP Address or name of the required Client V_ Used in conjunction with C opens the View Window in share mode of the connected Client Syntax PCICTLUI EXE CNN NN NN NN V VC Opens a View Window to the connected Client in Control Mode Syntax PCI CTLUI EXE CNN NN NN NN VC 288 NetSupport Manager v9 VW Opens a View Window to the connected Client in Watch Mode NS E G D U R A LI Syntax PCI CTLUI EXE CNN NN NN NN VW Opens a View Window to the connected Client in Share Mode Syntax PCI CTLUI EXE CNN 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 PCI CTLUI EXE CNN NN NN NN V E PCI CTLUI EXE CNN NN NN NN VC E PCI CTLUI EXE CNN NN NN NN VW E PCI CTLUI EXE CNN NN NN NN VS E Connect to a defined group of Clients on startup Syntax PCICTLUI EXE GNNNNN where 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 nb1 netbios stack 1 Display a NetSupport replay file Syntax PCICTLUI EXE RNN
79. NNN 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 PCI CTLUI EXE CNN NN NN NN I 289 NetSupport Manager v9 Integration with Active Directory NetSupport 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 supplies a ready made Administrative Template NSMMASTER ADM containing the configurable options When you install NetSupport 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 At the 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 template to and click Edit or Select Add to create a new Policy 4 In the Group Policy Editor under Computer Configuration select Administrative Templates 5 Right click and select Add Remove T
80. NT4 This procedure may be necessary if you install a new video display adapter or in Windows 95 Clients when you have changed the display settings Note When using Windows XP ME 2000 98 the Client will automatically reset the video driver if required when the Client starts In Windows 95 the video driver can be stored in the SYSTEM INI or the registry in NT the video driver is stored only in the registry The default is SYSTEM INI however when you reset the video driver you can change where the information is stored If you choose to store in the information in the SYSTEM INI file then you may need to reset your video driver when you change screen resolution or other video driver settings To reset the Client Video Driver In Windows NT 1 Choose Start Programs NetSupport Reset Video Driver In Window 95 1 Choose Start Programs NetSupport Reset Video Driver 2 Select a location to store the NetSupport Manager display drivers 151 NetSupport Manager v9 Configuring the Client In this chapter Configuring Client workstations Editing and Creating Configuration Files Basic Client Configurator Advanced Client Configurator Connectivity Settings Security Settings Remote Control Settings Client Interface Settings Profile Options 152 NetSupport Manager v9 Configuring the Client NetSupport Clients are configured using the NetSupport Configurator This makes all the required changes to an
81. NetSupport Manager v9 Manual COPYRIGHT C 2004 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 2004 NetSupport Ltd All rights reserved Trademarks NetSupport is a registered trademark of NetSupport Ltd Windows Windows 95 98 2000 2003 Millennium ME XP Windows NT and Windows CE 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 v9 Software Licence Agreement Please read this agreement before installing or using your copy of NetSupport Software This is a legal agreement between you and NetSupport
82. 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 209 NetSupport Manager v9 General Settings Use this property sheet to give the Control a specific name If left blank the machine name is used Settings toe Coediqai ation Standard x IJentieoton Connectivity Control Name OD Security fsurPort TEAM D OY Remote Cortot Deseagicer OD Cortict irtertace letecdSupot SS Q Fie Transiter E Fie Locators Identification Control Name The name which the NetSupport 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 210 NetSupport Manager v9 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 Comfguraben Standard General ToPAP SY Connecty Use TRAP Por 5105 Tra Connect Dy Hostname DHCP AVINS im nenos Hre Remot
83. Server Port number is set default to 80 You may want to change this for security reasons Server Root Directory The server root directory is set to where you have installed NetSupport You may wish to change this for security reasons 170 NetSupport Manager v9 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 Chem Comliqueater x Connectivity Identification e sni Diart Name machine name INVH 168 R Accer Priege D audo Conta ator Parsowned formats sa Chert Password Freie Chert Sonaty Key ferences oaa M Quant Mode chert not vistia on T askha On NT you need to be logged in a2 Administrator to change the Clori noe Co o Ho Identification Client Name Each NetSupport 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 Note If setting the Client Name in Advanced Configuration choose Profiles Client parameters from the Advanced Configuration Window menu bar Configurator Password As an extra level of security you can associate a password with a Configuration File This prevents u
84. Set up will make the required amendments to your System INI and or registry to load the Client as Windows initialises NetSupport will not replace any of your existing Drivers 26 NetSupport Manager v9 Installation Complete This final screen confirms that the installation has been successful You can choose to create a desktop icon for the Control 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 Note NetSupport can be fully integrated with Microsoft s Systems Management Server If the NetSupport installation process detects the presence of the SMS Administration Console you can decide whether to include the integration If you select Yes please refer to the README file SMS Integration TXT after the installation has completed for more information The file can be found in the NetSupport Manager program folder Click Finish to exit the Setup program Remove the CD and restart the workstation Note If you chose to install the Gateway component the Gateway Configuration dialog will appear This primarily allows you to create a security key for the Gateway 27 NetSupport Manager v9 Uninstalling NetSupport The standard method
85. Use HTTP Check this box to enable the Client to communicate over HTTP Port NetSupport s default port for HTTP communications is 3085 Gateway Address Enter the IP address of the workstation where the NetSupport Gateway Component is installed 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 166 NetSupport Manager v9 Dialin Bridge Settings This property sheet is used to set up Dial in NetSupport links either to this workstation or to any NetSupport Client on the same LAN as this one C Progeam Files MetSuppost Manager chent32 ine Master Profile Connectiviy crae TCPAP r amp nanos ayy ir e Dial in Beige Bridge Options E Advanced F ond Bridge on Star Wed Enemon Jractivty Timeout S S C iets 3 Securty O Remote Corno Disbock Fie iege pawr Biowee amp Chert Interface a Profie Options Modemv SON farar Comphere 3800 Sents F pus Charnel Bending 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 Bridge Bridge Options Load Bridge on Startup Setting this option will cause the NetSupport Bridge to initialise when the Client loads If you d
86. Usernames Usernames are used for setting the valid USERID and Password for Control Users when they connect to the Client The USERID is also used to determine which Client Profile will be applied You can enter multiple USERNAMES each with its own password You do this by clicking on Change and adding the individual UserNames and passwords By entering specific Usernames and Passwords the Client will restrict access to Controls entering a matching Username and Password when connecting Note If 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 Username 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 179 NetSupport Manager v9 NT Options Authenticate User and Password with NT This only applies to NT Clients If this option is set then the UserlD 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 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 c
87. Video Driver 146 NetSupport Manager v9 The Client Main Window When a Client double clicks on the NetSupport icon on their task bar or presses the hotkeys Alt LShift RShift the Client Main Window appears From here a Client can Initiate a Chat session with a Control Request Help from a specific Control Call a specific Control Connect or Disconnect from a Control Launch a Replay File See Watching Recorded Replay Files Switch Desktops Load or Unload a Bridge ix Commands Help Ghat Request Help Disconnect Replay Switch Desktop Load Bridge Unload Bridge 147 NetSupport Manager v9 Connecting to a Control The Client Connect function only works for TCP IP connections and is intended to enable you to establish a connection across a Firewall or Proxy Server Note To enable a Client to call a Control NetSupport uses TCP IP port 5421 For the Client to connect through a Firewall you will need to configure the Firewall to use this port To connect to a Control Note The Control must be running for a Client to connect 1 Choose Commands Call Control from the Client Main Window drop down menus 2 The Call Control dialog appears 3 Enter the hostname or IP address of the Control you wish to connect to Or Select from a list of the 10 most recently connected Controls Note A maximum of 10 Controls can be stored after which the oldest is discarded
88. 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 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 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 237 NetSupport Manager v9 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 Disable Shell Extension Check this box to remove NetSupport functionality from the Explorer shell Thumbnail Thumbnail or Monitor Mode enables the Control to simultaneously view multiple Client screens The size of the Thumbnails and the frequency at which the display is refresh
89. a Client 249 rename a Client 249 setting Client properties 251 managing files Control 130 Mandrake 293 max colour depth 192 messages customisable display text 180 184 messages sending 136 modem at Control 216 setting up 258 using a serial link 259 monitor mode 95 configure settings 235 multiple subscriber number set at Client 166 set at Control 216 NetBIOS set at Client 164 NetSupport Manager v9 set at Control 214 NetSupport applications 17 components 24 features 13 internet gateway 69 NetSupport deploy 35 a Client configuration 42 a NetSupport license file 43 a NetSupport package 38 getting started 36 log files 47 main window 36 pre define settings 46 remote uninstall 44 NT installation 20 power management 81 security 158 num lock synchronisation 229 O organising Clients See also managing Clients P parameters command line 287 silent installation 32 passwords 219 play sound during chat session 133 when help request arrives 137 pocket PC support 291 port number 76 for gateway connection 69 for HTTP connection 69 165 215 for TCP IP connections 161 web extensions 169 power management Client power off 80 Client power on 80 NT issues 81 pre define deploy settings 46 print deploy log file 47 file transfer list 122 print capture 139 231 311 NetSupport Manager v9 processes running at Client See inventory profiles 154 2
90. a eae ee eaeneeas 188 Replay File SettingS cccececeseee eee aTa ee ease eee teens TAANA EAEG 189 Event LOGGING vex essai ea Aol eet ATE 190 Remote Control Options cece eee eee eee eee ened 193 View SettinOS en ssasteacutp headland EE E E EE es ee eG 193 Show Settings anrora ne celica h stased Were E E eae 196 AUCIOMS CCtINGS ce as vies tea denise e E iver A a Ea aha 198 Client Interface Options cece cece eee e eee eee eee ee eaeas 199 ClIENE Setting Si ir oe dat eh as aaa lec atid sha aene 199 Help Request SettingS cccceeeeeee eee ee este estate eee ea ene nanan 201 Customisable Texts orup nsii eai ri a ee iagaa aeeeea aerad 203 Profile OpPtlonSiscccz asccetersdeatecqetet deeersbackesesd AR E ANAKA TAAA 204 Configuring the Control c scceeseeeeeeeeeseeeeeeeeeeeeeeeeneeeee 205 Configuring the Control cece eee eee eee eee teeta eens 206 Multiple Control Profiles cece eect eee need 208 Adjusting Client Settings for a Control SESSION ccceeeneeaeees 209 General Settings csc ties save Kuns tenths au teivend E A A EEEL dee 210 Connectivity Options enap cece cece 211 Set TCP IP Connection osina aor eee a eee ee a a eater ened 211 Set PX CoOnhection nieee ri ae A ed 213 Set NetBIOS Connection cece eee eee reece eee teeter eae 215 Set HTTP CONMECHOMissscszcasesasecrasusceresdsaeeeaseidedaedestaeeetary ens 216 Remote Dialup SettingS cece c
91. ach Client and display the File Transfer Window for each Arrange the File Transfer Windows so you can see both and simply drag file directories from one Client to the other You can see more of a Clients files and directories by moving the horizontal sizing bar or clicking on the maximise button located above the Clients directory tree 120 NetSupport Manager v9 Deleting Files and Directories You can delete files and directories 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 Directory 1 Select the Directory you wish to delete 2 Click on the toolbar Delete button 3 The Remove Directory dialog will be displayed 4 Select the Include Contents check box 5 Click Yes Note You cannot remove more than one Directory at a time If you have several directories selected in the List View when performing the Delete operation only the last selected Directory will be removed Creating Directories To create a Directory 1 Select the Client or Control Tree View 2 Select the drive or directory in which the directory you want to create will appear 3 Click on the toolbar Create button 4 The Create Directory dialog will be displayed 5 Enter a name for the directory click OK Renaming Files To Rename a file 1 Select
92. all CTLAX Connect CTLAX ScaleToFit 0 call CTLAX View 2 end sub Sub CTLAX_Disconnect alert Client amp CTLAX Client amp has disconnected end sub 268 NetSupport Manager v9 lt script gt This is some VBScript that sets up and communicates with the Control Sub window_onLoad is a standard event that is called when the Internet Page is loaded The following commands are executed during this function CTLAX is the identifier of the Control as defined in the lt OBJECT gt tag below CTLAX nit Initialises the Control where means use workstation name CTLAX Client CLIENTADDR Sets the address of the Client to connect to this is in the usual NSM format gt 10 0 0 5 5405 CTLAX Connect Attempts to connect to the client CTLAX ScaleToFit 0 Turns scale to fit off as the Control will be set to the size of the Client s screen CTLAX View 2 Views the screen in Share mode 1 is watch 3 is Control and 0 is stop viewing The second sub routine CTLAX_Disconnect is an event provided by the PCIAX Control this will be called if the Client is disconnected it simply displays a message warning the User The main body of the page is some text with an embedded object The embedded object is crucial lt object D CTLAX WIDTH HSCREENRES HEI GHT VSCREENRES CLASSI D clsid 04F26A51 3DA8 11D2 B8FC 00104B4F4F6A standy Please Wait Loading PCIAX Control codebase http lPADDRESS pciax
93. allation section of this manual for a detailed description of each component 34 NetSupport Manager v9 NetSupport Deploy NetSupports Remote Install Utility The NetSupport 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 You are provided with a view of your Network allowing you to pick and choose which workstations you want to deploy to With NetSupport Deploy you can e Remotely Install a NetSupport package on multiple workstations simultaneously e Create and download specific Client Configurations to multiple workstations e Remotely update NetSupport License details on multiple workstations e Remotely Uninstall a NetSupport package from multiple workstations simultaneously Installing the Deploy Utility When installing NetSupport select Typical Installation to install the Deploy Utility automatically Alternatively you can also choose it as part of a custom installation Note NetSupport Deploy is currently only supported on Windows XP 2000 or NT workstations Specific information on how to deploy to machines running XP can be found on our website at www netsupportsoftware com support search_kb htm Planning NetSupport Deploy is a powerful utility that makes installing NetSupport packages on multiple workstations a quick and easy process However while we end
94. an 129 The File Manager WindOW c cece eeeee ee eee teeter teeta 129 Managing Files on the Control workstation ccceeeeeeeee ees 130 Control Client Chat Sessions cccece eee e eect eee eee eee eee 131 Disable Chat SeSsSiOnsS escri see eee ea ee i ees 135 Sending Messages to Clients cece cece e eee eee eect eee eet en eae 136 Dealing with Help Requests ccceeeeeee eect e eee teeter ened 137 Capturing a Client s printed OUtpUt cece eect eee ee eee eens 139 Remote Clipboar dierri iris ena Map ee ee er i ea Ae ees 141 Integration With Explorer 0 cece eee eee eee ee eee eee 143 Remote Command ProMpt cccesecceeeseeeeeeeeeeeeeeeeeeaeeeeeeeneeaeeges 145 Using the Client cccceceseeeeeeeeeeeeeeeeeeueeeeseeeeuaeeeueeeananes 146 The Client Main Window ceee etcetera 147 Connecting to a Control cece eee eee 148 Disconnecting from a Control 0 cece cece eect eee ee eee 149 Raising a Help Request 0 cc ece teeta eees 150 Chatting to a Control workstation cceeeeeeee eee ee eee eaee 150 Receiving Messages from a Control workstation cccceeeeeees 151 Resetting the Client Video Driver on Windows 95 NT4 065 151 Configuring the Client cccscsscseeeseeceeseeeeeneeeeeeeeeeeeeeaes 152 Configuring the Client cece cece eee e eee eee ee RE 153 Editing or creating Configuration
95. an Stared Use HTTP Check this box to enable the Client to communicate over HTTP Port NetSupport s default port for HTTP communications is 3085 216 NetSupport Manager v9 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 Sethmgs for Comhguraten Standard General 3 Connecty reese im amp nenos He Remote Disk e Adrani Securty 24 Startup To chal a Brdge af slattup select Cordigan bom the Networks moru and cick on the Staxtup page Coa cm w Modem NetSupport 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 MSN Multiple Subscriber Number Specify a number that you want the Control to answer an incoming dial back from a Client Bridge 217 NetSupport Manager v9 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 disabl
96. an application will appear on the Quick Execute toolbar To edit a saved Executable application 1 Oy OV Won T 1 2 3 4 5 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 99 NetSupport Manager v9 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 User Defined Tools x Tools Menu Text Arguments Move Down To Add a Tool 1 Spe D Choose Tools User Defined Edit from the Control Window drop down menus The User Defined Tool dialog will appear 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 To Edit a Tool 1 Oe IN Choose Tools User Defined Edit from the Control Window drop down menus The User Defined Tool dialog will appear Select the tool you wish to edit or delete C
97. an support 277 NetSupport Manager v9 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 In order to use the HTML based features within NetSupport 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 Choose the Inventory icon from the toolbar 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
98. and flexibility to access and control a remote workstation from anywhere at anytime Dynamic screen handling combined with powerful file transfer and general communication requirements makes NetSupport the complete communications solution for remote control A connection can be made through another workstation a telephone line local area networks LAN dial up networking or using a local Internet Service Provider A connection can also be made through a direct connection between two workstations using a Serial cable This User Manual contains instructions for installing and running NetSupport Manager NetSupport Manager v9 Conventions Used The following logical and easy to understand conventions are used in this manual Step by step instructions which should be performed in sequence are shown as numbered paragraphs beneath a clearly stated How To Do heading As there is often more than one way of carrying out a task you will find Or options also included Additional tips or explanatory notes regarding these instructions are enclosed in a border under the heading Note Individual items in menu commands are enclosed in braces and should be followed in sequence for example Client Broadcast Terminology Used Control The workstation that is used to take over remote control another Client The workstation that is to be taken over Available When the NetSupport Client program has been Client
99. arted 5 A general information and licence NetSupport dialog box will appear m Fw 275 NetSupport Manager v9 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 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 workstations the time taken to compress transfer the data and then decompress can be greater than just sending the information directly In this case it is probably better to turn compression off You can use the Compression Tab in the About box to determine if file and screen information is being compressed efficiently Time copying files of known sizes to determine if compression is speeding up your connection to the Client Using Cache Effectively NetSupport can store areas of the Client screen in local memory This enables the Control to
100. at the Control or Client has been configured to use NetSupport supports IPX NetBIOS TCP IP and HTTP The Control can support all four simultaneously Tree View Unattended Video Driver Video skipping Video Support View VNC WAN Watch Mode NetSupport Manager v9 The Tree View Pane in the main Window provides an explorer like structure for creating displaying and organising NetSupport objects such as Clients and Groups See Silent Installation Software that captures video signals from the operating system then interprets them into colours and positions on a monitor Sets a maximum number of screen updates to be sent to reduce network usage and improves performance Show an avi or mpg file to Clients Files must be local or available to the Client Controlling a Client workstation from a Control workstation Virtual Network Computing Remote display system which allows you to view a desktop environment not only on the machine where it is running but from anywhere on the Internet and from a wide variety of machine architectures You can use NetSupport to connect to a Linux or MAC based system which has a previously installed VNC Client Wide Area Network Network usually constructed with serial lines extending over distances NetSupport Manager incorporates features that allow a NetSupport Manager installation on one network to be used to remotely manage workstations on another interconnected network
101. ateways 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 Gateways folder in the Control Window Tree View select the required Gateway and double click Browse Gateway The Browse Gateway dialog will appear Enter a partial Client name or leave blank to search for all available Clients or Right click on the Gateway name in the Tree View and select Open This will automatically Browse for all available Clients 2 Found Clients will appear in the List View and you can now connect and remote control them in the usual way 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 Gateway folder Pass all data between connected Controls and Clients Although data is transferred between the connected Control and Client via the Gateway this wil
102. ation 20
103. ation 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 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 11 Click Close when complete 42 NetSupport Manager v9 Deploy a NetSupport License file When installing a NetSupport 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 Deploy you can remotely update the file on user workstations Select the required workstations Choose Deploy NetSupport License file from the Deploy Main Window Drop Down Menu or Right click on the selected workstations and choo
104. ation 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 x a Connectivity Evert Logging Secuty Enable Loggng Ure vatdaton Log toNT Evert Log accor Frege F Log to Fie Cg Urter Acknoatedgement Printy Log Fite Connect Logeerver oghies comeutername dd nn Browse Oncormect Secondary Log Fie Protect Cortypsotor Vhogserver2Vogtiles S econdaty hog Brann Fie Torcia rar al se Rapi Fins eve FESTSUMO WEG KALI B hy Recete Corno Chere irtedince F Append to Logie Profi Options F Repa Conmection no Log Server avaliable ome pune F Only Log while Connected _ tow e j Enable Logging Check this 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 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 190 NetSupport Manager v9 Notes e To make the tracking of
105. ay Files sceeeeeeeeee estate ea ea ees 115 Showing Replay Files to Clients s e 116 File TANSTOR inaa n risa areh r a deea Aa AA vita safe hate 117 The File Transfer WiNdOW 0 cccceeeeeeee ee eee eee teeta 117 Copying Files and Directories cccceeeeeee eect eee eee eee eaee 118 4 NetSupport Manager v9 To transfer files between Clients cc ceeeeeee cece e eee eee ene eas 120 Deleting Files and Directories 0 ccececeee eee e eect eee nett ees 121 Creating Directories ccecee cece cence eee eee e eee ee eee eae e eens 121 Renaming Fil Si s asveci ei avecieyieia de ati dekoace Vee aids ehiel See ones 121 Changing File Attributes cece eee erected 122 Print File Transfer List ceccceeeeeeee eee ee eee eee eee e neta ene taeaees 122 Synchronising Directories cc ccece cece eee e eee eater ened 123 Arranging multiple File Transfer WiNdOWS ccceeee eee ee eee 123 Applying a filter to files in List View ccccceeeeeee eee ee 124 Changing the View format in the File Transfer Window 124 Changing the sort orders in a File Transfer Window 00068 125 File Distribution a Bucy tae ieee N E a E rads 126 The File Distribution WINdOW ssssssssssesersrserereerirerrererirerrinr 126 Distributing FileS isi caiie a dese dosti deed eenae 127 FilesMan agenesis ncctleancesisdaccetia pal dew ahades A E A poste a
106. be remote controlled using the TCP IP transport it s IP Address must be known to NetSupport See also TCP IP A network protocol developed by Novell to enable workstations and servers to communicate IPX SPX is a routable connection orientated protocol that uses the MAC Address of the Network Adapter to uniquely identify the workstation and a network number to identify the network SPX Sequenced Packet Exchange adds reliability to IPX Internetwork Packet Exchange by requesting acknowledgements to transmitted data Windows NT implements IPX SPX through NWLink Clients that have previously been connected to and whose Network address is therefore Known Known Clients are stored in the Clients Folder in the List View Local Area Network A group of workstations and other devises dispersed over a relatively limited area and connected by a communications link that enables any devise to interact with any other device on the network Telephone line leased from a common carrier for private use A leased line is faster and quieter but generally more expensive than a switched telephone line 299 NetSupport Manager v9 List View Log Login Logoff MAC Address Machine Name Macro Message Modem Multimedia 300 The List View displays the contents of the currently selected Folder in the Tree View You can switch the display mode between icon and detailed view The information within the List View can also be c
107. between the Control and Client the HTTP protocol rather than TCP IP being used for communications Note Client and Control configurations can have both TCP IP and HTTP enabled simultaneously thus ensuring that local connections are still valid Gateway Installation and Configuration The Gateway is designed to run on a machine that is 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 components To install the Gateway component you must select Custom when choosing the type of NetSupport Installation to perform 69 NetSupport Manager v9 Js Select Components Pinasa oplect the Componente lo matal hos the ket bakos I Remote Deployment Ulates Select this option you would Be to instal the Gateway NT 2000 xP te requeed to nslal rs MSM WTNA M Cese icons for selected components coca 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 Gateway Configuration Utility You use this dialog to configure the properties of the Gateway NetSupport Gateway Configuration Utility m Configuration 5 WARNING Changing the port number will result Gaa ort a5 in the termination of all current connections and sess
108. box to force the Control to shutdown when you disconnect from a client This option is very useful when used in conjunction with the option above and connecting to a Client at startup 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 226 NetSupport Manager v9 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 g General r Options 5 z z Bad A E Connectivity T7 BIOS Keyboard WM Scrollbars Ee ere kes Security IV Confirm Switch to Full Screen OW Use Compression pees 5 Remote Control I FullScreen J Wallpaper aoe Wan tT Scale to Fit J Blank ClientScreen seat I Disconnect when Closed J7 Video Skipping ee i 7 Keyboard Mouse wy Print Capture I ScreenScrape Aucio Default Mode fae eos bees a C
109. ce 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 remote 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 271 NetSupport Manager v9 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 NetSupport 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
110. 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 Control I nterface These property sheets enable you to configure the various components available to the Control from the Control Window interface 206 NetSupport Manager v9 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 File Locations This property sheet allows you to specify where to store this Named Configurations Client Group Remote Networks Tools and Scripting files 207 NetSupport Manager v9 Multiple Control Profiles NetSupport 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 have NetSupport 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 x Current configuration Standard Admin Support Close Help
111. ct Password This must be equal to the USERID and Password that has been set in the Clients Profiles Security po Please login to PCIOFFICE1 OK User ID I Help Password Cancel aa IV Try last username before displaying login prompt 63 NetSupport Manager v9 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 a Enter the name or the address and transport of the Client to connect to Name cLs745 Cancel C User name Help Address M HTTP Gateway All Gateways a Tyansport TERIER b P Wepigs Adapters z 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 is trying to connect to the named Client If the connection at
112. d 3 Right click on the required computer account and select the required NetSupport 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 Client can be configured to validate user connections against members of Active Directory groups See Configuring The Client User Validation 291 NetSupport Manager v9 Installing a NetSupport Client on Pocket PC Devices Support for Windows CE compatible devices is provided enabling installation of a NetSupport 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 Transfer An MSI Installer can be used with Microsoft ActiveSync to install the NetSupport TESTS BE Pok Get Gram Yew Tock Winder pet S 7 7 02 228 Quick View 7 POCKET PE TEST E Ronce tetris E tmr a Propems Sett reja F a gt Heip Client on a Pocket PC Device that has WiFi wireless LAN capabilities 1 Before installing NetSupport Manager for CE ensure that the basic pre requisites 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 With your P
113. d 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 Configurator from the command line by entering the appropriate parameters For example c program files netsupport manager pcicfgui exe If School Components have been installed you can load the NetSupport School Client Configurator by entering c program files netsupport managern 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 installation process Choose this option if You are using the Client Configurator for the first time You only wish to set simple security and configuratio
114. 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 276 NetSupport Manager v9 The cache on the Control is created for each Client 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 c
115. dule them to run at specific times Ideal for overnight updates See the NetSupport Scripting section of this manual for more information Install on line Helpfiles providing information and guidance on all NetSupport functions and features 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 The Deploy Utility enables you to perform multiple NetSupport Manager installations without the need to visit each individual workstation See the NetSupport Deploy section of this manual for more information Gateway School Components NetSupport Manager v9 NetSupport 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 Installs a full working copy of NetSupport s training tool NetSupport School Note NetSupport provides exceptional multimedia support The NetSupport Video Player enables you to run video f
116. e Checking INYH170 Client version None detected Retrieving platform information for INVH170 Print INVH170 running NT 4 00 Copying NetSupport to INYH170 Done Installation started on INVH170 NSM 9 sent to 1 machines Operation complete Review results and click Close to continue 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 41 NetSupport Manager v9 Deploy a Client Configuration Using NetSupport 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 1 0 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 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 install
117. e choose View Show Details from the File Transfer Window drop down menus Changing the sort orders in a File Transfer Window Typically the contents of List Views in a File Transfer Window can be sorted into the following orders Sort Order Description By Name The contents will be sorted alphanumerically by file name By Type The contents will be sorted alphanumerically by file extension This is not applicable to drives and directories in the List View 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 directories 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 Note 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 sma
118. e Advanced Configurator and select Security Access Privileges and un check the Disable Print Capture option 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 140 NetSupport Manager v9 Remote Clipboard During a View Session you can copy the content of the clipboard between Control and Client PCs The Clipboard icon available on the View Window Toolbar provides the following options Send Clipboard Used when copying from the Control to a Client and using the edit cut copy menu option Retrieve Clipboard Used when copying from the Client to the Control and using the edit 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 th
119. e Clients view window and click the Clipboard icon on the View Window toolbar and choose Send Clipboard 4 To paste the data at the Client application choose Edit from the Client application drop down menu select Paste or Use the short cut keys Ctrl V to paste the data 141 NetSupport Manager v9 Sending the content of the clipboard from a Client to a Control workstation 1 View the required Client 2 Open appropriate applications on the Client and Control workstations 3 Copy the required data from the application at the Client as above but if using menu options rather than the shortcut keys choose Clipboard Retrieve Clipboard from the toolbar 4 Return to the Control application and paste the data using the appropriate menu options or the short cut keys CtrI V 142 NetSupport Manager v9 Integration With Explorer NetSupport Manager integrates directly with Windows explorer allowing you to launch key functionality direct from your system without needing to first start the NetSupport Control By selecting a PC icon from within Network Places Neighborhood you can establish a remote session and perform a range of common tasks Notes e The functionality is only available if the NetSupport Control component is installed A Remote Control session will only be established if the target machine is running a NetSupport Client To use NetSupport Functionality from within Explorer 1 Open Explore
120. e Dish e Adrad y Securty fo Startup Browning Submets used when browsing fer cents Broadcast Show F Grable Broadcast Show Co J em 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 Port This value is used for all interactions with TCP IP Clients The default registered port for NetSupport 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 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 211 NetSupport Manager v9 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 wi
121. e Mirror Driver it is not possible to play DVD s Therefore if you do need the capability to play DVD s NetSupport 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 195 NetSupport Manager v9 Show Settings C Program Files MetSupport Managet chent 37 im Master Profile Conrmctrety z Y Seourty K Remete Consol lt Chert Interlace D Protie Options 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 Auto Scroll Speed When you are viewing a Show in a Window on the Client s screen the Client can automatically scroll the contents when the mouse moves close to the edges of the window Adjusting the sliding control sets the speed at which the view scrolls from not at all to very fast 196 NetSupport Manager v9 Scroll Delay When Auto Scroll is enabled you can change
122. e 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 using Auto Scroll as you gain a little extra workspace Use Compression Check this box to enable compression when viewing a Client s screen The state of this checkbox is also reflected in the General Settings Wallpaper Check this box if you want the Client s wallpaper to be visible when viewing Normally this is turned off to improve performance so expect the screen update speed to be impacted by selecting this option Blank Client Screen This enables the Control operator to blank the Client screen in any of the View modes 228 NetSupport Manager v9 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 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 Default Mode When
123. e screen and choose a different folder for the new installation The existing configuration files will be copied to the new location Create a new installation Installs the new version of NetSupport in the required folder but does not retain existing configuration files If installing in a different folder the existing version will remain on the workstation you may want to manually delete these files after the workstation has restarted Select the required option and click Next 22 NetSupport Manager v9 Select Installation Type 2 Select Installation Type x Please select an installation type from the list below y Installs most components This machine Typical Installation can be remote controlled and can take control of others N 3 Select this option if you would like to be able C Client Only to remote control this machine from another location Gey oo Select the components to install e g Cay C Custom Gateway Deploy School Components SA rcas Folder MANACER C Program Files NetSupport Manager Browse Help lt Back Cancel Determine the components to install on each workstation by selecting one of the three available installation types Typical Installation 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 On
124. e to take Help Requests Check this box and not receive any Help messages 241 NetSupport Manager v9 Busy at the moment Check this box to be available to receive all incoming 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 242 NetSupport Manager v9 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 General a Cornmctrety Display Options Sead I Show Syren He W Remote Corisoi E Show fe delak a Control intedoce C Show honsme orby u Sery g Functions Doris Hep Requests F Directoy copy R Fie overnite y File Transi F Directoy delete R Fie delete ty Fie Locations el TE Ce tat Gi Display Options Show System Hidden files Check this box to display all files with System and Hidden attributes By
125. e to the folder containing the required Replay File Send Physical Fonts In order to reduce the volume of data being sent when sharing information of this nature NetSupport 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 information Check this box to enable To End the Show 1 Click on the NetSupport button on the taskbar Or Right click on the NetSupport icon on the taskbar 2 This will display the Showing dialog NetSupport Showing x Currently showing to M TESTE W TEST Continue Pe tee Help 104 NetSupport Manager v9 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 105 NetSupport Manager v9 Showing a Client s screen on a number of Client screens With NetSupport it is possible to
126. eavour 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 machines you are deploying to 35 NetSupport Manager v9 Starting NetSupport Deploy 1 Select NetSupport Deploy from your NetSupport Program Group 2 The NetSupport Deploy Main Window will appear NetSupport Deploy Main Window aol x Fle Desioy Took Wew Hep Brietwore arog rues e securey Marott windows Network ca OEM bas DEVELOPMENT er Merc Mere Mero Mere Mere Merc Mere Mere Merc Mero Mere 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 Files 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 a
127. ece cece eee teeta 217 Advanced SettingS c cceeeeee eee eee teeter teeta nents 219 Security Options ms irna a n E E E E AE a aaa 220 Security Set ngS eeror ao rna oa ialgi a m EOB dees ane Salevia 220 Event LOGGING aoaea aa Se EE Pir Ea OTa 222 Replay Files m e a a a le A sis a aa deh 223 User Permissions siihna a ea uia eels da eevee en a EU i 224 NetSupport Manager v9 Startup Settings reiro te age at td che elo a a iets 225 Remote Control SettingS cece cece e eee eee teeter 227 VIEW Settings itoi eyes tae A EE u a a o a E E onary 227 Keyboard Mouse SettingS ssssssssssrsssrrrrrrrnrrrrerrrnerrrnnrinrrs 230 Print Capture SettingS ccccceeeeeee a E i 232 A dio SettiNgS eis ienser eA AAA AANE EAEE TEDE 235 Control Interface SettingS sssssrssssrererrererrerirrernrsernrnerersrrnns 236 Interface SettingS c cece Ar EEE EEE a aiaa 236 FUNCHUON Sea washes Aenea eek eer E NE EERTE 239 Help Request SettingS sssssserssserssrersrrerrrrarerrererrerrenererrere 241 File Transfer SettingS nirre r eni a A dienes deeb eeiteoneenes 243 File Location SettingS ipsia kay i aa aE E EEA EAN aE 246 Managing and Organising Clients ccscseeeeseeseeeeseeees 248 Adda new Clientviss a vecdiniaeey iii dives a a a E Ea 249 Delete a Chente E A AAE ou AA A AR ENA ee needed 250 Re aming a Clienti perin iiaa eaa n e erna aoan Aa 250 Setting Client Properties ssssssssrsrsrre
128. ection of this manual for more information To Configure the NetSupport 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 3 Select Connectivity IPX 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 gt 68 NetSupport Manager v9 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 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
129. ecute an application on a Group of Clients 1 Open the Group Folder in the Tree View and right Click on the desired Group 2 Select Execute at Client Or 1 Open the Group Folder select the required Client 2 Choose Group Execute at Client from the Control Window drop down menu bar 3 The Execute Application dialog will appear 4 Enter the name and path of the application to execute at the Client Or Click on Local Browse button and select an executable application on the Control workstation Note Check that Client applications are stored in the same location as the Control to ensure successful execution 5 Check the box Add to List to save it for future use in the Saved List Tab 6 Confirm the description and path 7 Click Execute The application will now be launched at all selected Clients in the Group and the result of the operation displayed in the Results Box 98 NetSupport Manager v9 To Save the details of your executed application for future use 0 00 OV OT SOON ND ee 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 button for easy launching of
130. ed 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 Verbose 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 218 NetSupport Manager v9 Advanced Settings General Advanced 3 amp eae Tickle Period fis sec a E Nama Lookup Delay f sec NetBIOS e Name Lookup Ateng T Remote Disko Advances 0 amp Securty iz 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 amoun
131. ed Transaction C Coordinates transactions that are distri Stopped DNS Client Resolves and caches Domain Name Running Event Log Logs event messages issued by progr Running B Fax Service Helps you send and receive faxes Stopped 283 NetSupport Manager v9 Using NetSupport s Security features effectively NetSupport 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 Client s security is if people can just walk up to the workstation and access the information We recommend the following measures are used to secure a NetSupport 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 wo
132. ed can be adjusted to suit personal preferences Select the required setting from the drop down lists 238 NetSupport Manager v9 Functions This property sheet enables you to restrict the functionality that is available to the Control Settings lor Configuratiog Standard Gere Revrict Functionality DY Corenctinty I Disable Fie Tranter I Ditabie Reboot H B Secuny I Ditatie Chat I Disable Logott D B Remote Cerici F Disable Serd Message T Disable Replay S Contal interac Me aa TT I Ditable Execute Disable Fie Manager F Disable Reguhy Eding I Disable Quick Cornec I Ditabse lervertory Hee Requests T Disable Remote Command Prompt ic Fie Trarater y Fie Locations Restrict Functionality You can prevent the following features from appearing in the Control profile by checking the appropriate boxes Disable File Transfer Disable Chat Disable Send Message Disable Broadcast Message Disable File Manager Disable Duplicate Client Check Disable Quick Connect Disable Remote Command Prompt Disable Reboot Disable Logoff Disable Replay Disable Execute Disable Registry Editing This option is disabled by default Disable Blank Screen Disable Inventory 239 NetSupport Manager v9 When browsing for Clients NetSupport checks for duplicate Client details only connecting to the first occurrence of a particular address Depending on the setup of your network infrastructure there may be instances whe
133. efore proceeding with the installation Click Next to continue NetSupport Licence Agreement The NetSupport License Agreement will be displayed Please read the License Agreement carefully and select Agree and click Next to continue If you reject the License Agreement I Disagree click Cancel NetSupport Manager will not be installed and you will be directed to Exit from the install program Licence Information Enter your NetSupport Licence details as supplied with the product and click Next 21 NetSupport Manager v9 Existing Installation Detected This screen will appear if a copy of NetSupport is already installed on the workstation a Existing Installation Detected x An existing copy of NetSupport Manager has been found in the folder C Program Files NetSupport Manager gt gt Install in a new folder and keep your existing settings SS le Create a new installation SS Sigal NETSUPPORT MANAGER Help lt Back Cue Cancel Overwrite the existing installation Overwrites the existing version of NetSupport in the folder specified at the top of the screen Existing configuration files ini nsm and scp for example containing details of Known Clients Groups and Scripts will be retained for continued use e Install in a new folder and keep your existing settings You may prefer to keep the existing installation in the folder specified at the top of th
134. either the Control or Client pane List View 2 Select the file to be renamed 3 Click on the toolbar Rename button 4 Enter the new name for the file in the black boarder next the file icon 5 Press the Enter key when finished 121 NetSupport Manager v9 Changing File Attributes There may be times when you want to change the attributes of a file for example to read only To change a files attribute 1 2 3 4 5 Open a File Transfer session to the desired Client Select the File whose attributes you want to view or change Right click and choose Properties Or From the drop down menu bar choose File Properties The File Properties dialog will appear Check or uncheck the attributes you wish to set 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 directory tree or file list or a selected area To Print a Directory or File List 1 2 Select the required Client in the List View 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 The File Transfer Window to that Client will open In either
135. emoves the need for support staff to physically visit a users PC to resolve technical issues The dual benefits of this are that users are presented with speedier response times and so the downtime of critical applications is reduced together with support staff being able to operate more efficiently as their resources are on hand and not on the road visiting users As with other areas of IT remote control has evolved with users looking for multi tasking solutions and the associated economies of scale where they can rely on a single box product to perform a whole range of functions where traditionally this was handled by multiple software packages and vendors NetSupport Manager NSM is no exception to this evolution Combining unrivalled remote control with innovative desktop management functionality NSM offers one of the fastest ROI s on the market NetSupport Manager is available fully localised in English French Spanish German Italian Arabic Japanese and Brazilian Portuguese 12 NetSupport Manager v9 Features NetSupport Manager contains a wealth of features to assist you to Train Support Monitor and Manage Clients Remote Control Watch Share or Control the screen keyboard and mouse of a Client irrespective of colour resolution network protocol or operating system at either end Connectivity Dynamically find and list all Clients on the Network Connect by Client name Connect by Netwo
136. emplates 6 Click Add and specify the location of NetSupport s ADM file and click Open The new NetSupport policy will be added 7 Click Close By default each NetSupport 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 290 NetSupport Manager v9 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 Client profiles within Active Directory Launching Remote Control Sessions NetSupport 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 hel
137. ence section of this manual for more information To Configure the NetSupport Control to browse IP subnets 1 Choose Tools Configurations from the Control Window drop down menu 2 Select the required Configuration file and click Connectivity and Startup Settings 3 Select Connectivity TCP IP In the Browsing area click Settings 4 The Configure TCP IP Client Browsing dialog will appear 5 Click Add and enter the Broadcast Address of the Network you wish to browse 6 Click OK 67 NetSupport Manager v9 Notes When adding the address of a remote subnet you must ensure that the broadcast address for the local subnet is also present If not the Control will not find any local clients when you perform a browse e 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 Configuring the NetSupport Manager Control to Browse Remote I PX Networks Before configuring a NetSupport 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 s
138. ent 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 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 To capture printed output from DOS programs running under Windows 95 open Printers Settings lt Your printer gt Properties Details Port Settings and ensure that Spool MS DOS print jobs is not checked Update Configuration Standard Chec k 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 box 234 NetSupport Manager v9 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 make your changes the Control default check the Update Configuration box Garsai H Cornectiy Theesbed b ty Securty D Remote Cortral Ma rogtione Rm ven E a Keyboard Mouse Speaker z H Connie intetace _ ao w Fie Transiter i Fie Locair Of C Tok
139. er other configurations Change Settings This box is only available 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 Configure User I nterface 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 224 NetSupport Manager v9 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 toe Coediquiation Standard x Ganesa Ad Stata Cornectity crap F Dial Remote Network z aa I Connect to Chart J E a Peia C HTTP A feno Dito I Browse tor Cieris stating n h acena H DD Secuty y e e Ss Settings E These options are only available on nonmAdministsstor Configurations eu s 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 Connect to Client Check this box to connec
140. ettings S seny T Disable Fie Tranafes User Vaidation I Ditable Fite Teanafer when no NT Uter it Logged On Access Pirvdoges I Ipeencnate Logged on NT User when Transtemng Fies t Usa Acknoniadgement a Connect Dinconmect Pract Coria sten Fie Tranier Access Rights to Fies and Dwectoner Byt Path i Pepio Fies Evert Loggng amp Remote Control i Chere Interface Protie Opiera 4 s ee i Any accent nights cet in the Master profile apply to al profiles unless overidden Cancel Hep Disable File Transfer Disables File Transfer to and from the Client in all circumstances Disable File Transfer when no NT user 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 themselves if they have a valid User ID and password for this workstation Impersonate Logged on NT User when Transferring Files When using NetSupport file transfer the Control User will have the same file access 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 Note that it 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 directories Note Any Access Rights set in the master profile applies to all profile
141. etup exe s m values txt where Values TXT the filename created in 3 31 NetSupport Manager v9 Install Configuration Options Dialog When performing a Silent Installation or using NetSupport Deploy you can customise the installation to suit individual requirements This dialog accessed by running INSTCFG EXE from the NetSupport program folder if performing a Silent Installation or if using NetSupport Deploy via the Install Properties General Tab enables you to specify the properties for the installation The information is stored in a parameter file Values TXT Install Configuration Options Untitled x File Help General Install Directory J Restart Machine Leave Blank for Program files Netsupport Manager Start Menu Folder Leave blank for NetSupport I SMS 2 0 Integration Requires the SMS Administrators Console to be installed on the client Machine r Client Parameters Run Client Configurator to create the client strings and paste into the box below Client Parameters u peicnl HD FEG KALHJ Icons r Components V Icons I Components I Configurator IV Client J Reset Video M Control V School Icons I Scripting MV Control Il Help Files I Video Player V Client Configurator JV Remote Install Utility Create Desktop Icon for Control IV School Components OK Cancel Save Help x _ ea se e General Install Directory Specify the directo
142. f 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 s compression is turned on and the modem s compression is disabled in Windows TAPI Setting e Limit the colour depth to 16 colours 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 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 256 NetSupport Manager v9 Setting up Remote Communications The sequence of events
143. 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 is initialised See Client Configuration Dialin Bridge Settings At the Control 1 Turn on the modem 2 Start NetSupport 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 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 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 Bridge has been set up on the Remote Network or Standalone workstation 257 NetSupport Manager v9 The NetSupport Bridge When loaded on a networked workstation the NetSupport Bridge provides access to all other Clients whatever their operating system on the same network Likewise all NetSupport Controls whateve
144. 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 17 NetSupport Manager v9 Installation In this chapter Planning an Installation Starting the Installation Uninstalling NetSupport Evaluation Kits 18 NetSupport Manager v9 Planning an Installation Installing NetSupport is exceptionally easy If you follow a few simple rules you should be up and running within a very short time The first step is to decide what functions you want to install on each workstation Do you want it to be a Control or a Client Control To be able to control other workstations install a Control
145. for uninstalling NetSupport is to select NetSupport Manager in Control Panel Add Remove Programs For Windows XP 2000 and NT workstations NetSupport Deploy can be used to perform multiple uninstalls from a remote location Refer to the NetSupport 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 before your purchase The Evaluation Kit software is fully functional apart from the following restrictions A maximum of five Clients can be active on the network simultaneously The Client and the Control programs will not run after the kit expiry 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 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 28 NetSupport Manager v9 Advanced Installation In this chapter Installing NetSupport from a Server C
146. g Checking this option enables the function 184 NetSupport Manager v9 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 x IP aj Opiera amp nanos I Lock the Wod slation not intially logged on NT ute I Logot rot intially lbaged on R Dial n Bridge D Reettart nck initial looped on Advanced Wed Extensions I Logot uter has changed H secu Disconnect Display Text CE User Vakdabon CE Access Piivieges Cerial Shnaene a ScompdananeS has deconnected User Acknowdedgemert CE Connect Dicorrect CE Protect Configuration a Fie Tranter Reply Fies R Evert Logon wy Remote Control X 4 La 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
147. g Clients into work groups 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 You can customise the Toolbar to display only your most used functions 50 NetSupport Manager v9 The Quick View Bar The Quick View Bar is used to switch between currently connected Clients Clicking on the button containing the required Clients name brings that Clients View Window to the foreground 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 like structure for creating displaying and organising NetSupport objects such as Clients and Groups The List View The List View displays the contents of the currently selected Folder in the Tree View You can switch the display mode between icon and detailed view The information within the List View can be customised to show specific information relevant to you The Status Bar The Control Status Bar is displayed at the bottom of the Control Wi
148. g NetSupport 17 audio support 107 adjusting microphone sensitivity 108 adjusting speaker volume 108 Client configuration 197 Control configuration 234 making announcements 107 basic Client configuration 157 beep when Control receives help request 240 while chatting 133 while viewing 198 blanking Clients screens 88 broadcast show 102 210 browsing 61 for Gateway Clients 61 Gateways 75 IPX network 68 over a subnet 67 over an IP subnet 67 specify subnets 210 understanding IP addresses 285 understanding IPX addresses 286 C cache 192 226 275 capture print output 139 231 capture screen 92 change file attributes 122 NetSupport Manager v9 chat Client initated 149 Control initiated 131 disable 135 174 198 group chat 131 initiate in explorer 142 send audible beep 133 Client acknowledge connection 180 chat to a Control 149 Client Main Window 146 configuration 157 connecting to Controls 147 disconnecting a Control 148 features 145 inventories 277 load bridge at startup 166 power off 80 power on 80 properties 251 raising a help request 149 receiving messages 150 remote installation 35 resetting video driver 150 restarting 274 security See security at the Client unloading 274 Client Configurator access privileges 172 174 audio settings 197 Client interface options 198 Client settings 198 connect options 182 connectivity options 160 dialin
149. g this option enables you to tailor the cache size used for maximum 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 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 194 NetSupport Manager v9 Enable DVD Playback and Direct 3D support Win 2000 XP Only On Windows 2000 and XP NetSupport uses the Microsoft Mirror Driver to capture screen data for view sessions However while hooked into th
150. ger v9 177 NetSupport Manager v9 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 Clients Setting this option will disable that function Inventory These options are disabled by default 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 178 NetSupport Manager v9 User Validation x 3 Connectivity User Vakdstion 3 ox U t wei User Vabdation rF _ a Access Privleges oe User Acknowledgement Correct NT Optene Disconnect I Authenticate User and Password with NT Protect Configuration Reeutrict Accent to Members of the folowing Groups ary File Transler ismin ators Ceme i Pieplap Fie Evert Logging Remote Contec Attire Directory Options Y Chert Intetace Authenticate Urat and Password with Active Directory E Profle Option Reiret Access to Members of the folowing Groupe Eup Pokop Conatcr Ovwrmes Je To on _ he
151. ging 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 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 Notes 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 123 NetSupport Manager v9 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
152. hardware and software installed To use Audio Support when Viewing Click on the Audio Button on the Toolbar in the View Window The Audio options will be displayed From here you can Turn Audio on or off Enable only the Control or the Client to talk Set the microphone sensitivity Select the Audio Quality The Mute Button turns the speaker and microphone on and off ee o OH 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 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 the announcement then click Announce 3 A dialog will appear indicating that you can now announce Click OK when you have finished speaking 107 NetSupport Manager v9 Adjusting Microphone and Speaker Volume You can adjust the audio settings within NetSupport 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
153. 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 109 NetSupport Manager v9 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 Video Player by double clicking on the NetSupport Video Player icon in the NetSupport Program Folder The Video Player control panel will appear 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 Pw Note NetSupport 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 button 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 begin
154. he 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 All connected Clients Selected Clients A pre defined Group of Clients To Distribute Files to a defined Group of Clients 1 Select the Group of Clients you wish to distribute files to from the Group Folder in the Tree View Choose Group File Distribution from the Control Window drop down menu 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 directories are copied to is called the Destination Directory Unless otherwise specified the Client Destination Directory will be the same as the item s location on the Control workstation If the Client does not have the same Directory available the item s will be copied to the C Drive by default and the folders automatically created Or To set a specific Destination Directory 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 127 NetSupport Manage
155. his transport 66 NetSupport Manager v9 Configuring The NetSupport 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 NetSupport Manager 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 PX Configuring the NetSupport Manager 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 You will need to calculate the IP broadcast address for each subnet that you want NetSupport to browse including the broadcast address for the local subnet on which the Control is installed See Understanding IP Addresses in the Technical Refer
156. ideo 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 112 NetSupport Manager v9 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 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 The Record Local Activity dialog will appear F J Include Audio OK Tl Record Physical Fonts Cancel Help In Directory F Local Replay Files Browse iett 2 Include Audio In addition to the screen mouse and keyboard activity if the workstation is configured for
157. iguration Window drop down menu bar 4 A new file will be created with a Default master Profile To open the default or an existing Configuration File 1 Choose File Open from the Advanced Configuration Window drop down menu bar 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 bar Note There are special requirements for setting Windows Me 98 95 Clients to use shared configuration files on an NT Windows 2000 XP workstations 156 NetSupport Manager v9 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
158. iles on Client workstations enhancing training sessions and demonstrations This component is installed by default If you do not want icons to be created for the selected components un check the Create Icons For Selected Components box 25 NetSupport Manager v9 Select Components If you have chosen to perform a Custom Installation you will be able to select the required components from the list provided 3 Select Components Lx Please select the components to install from the list below IV Control IV Scripting IV Help Files gt IV Configurator T IV Remote Deployment Utilities IV Gateway Gey IV School Components bo Client Select this option if you would like to remote control this machine from another location TISI NETSUPPORT MANAGER IV Create icons for selected components Help lt Back ue Cancel Select the required components If you do not want icons to be created for the selected components un check the Create Icons For Selected Components box Click Next to continue Start I nstallation To start the installation click Next To change any of the previous selections click Back To quit the installation click Cancel Notes e If you have changed your Windows 2000 Local Security Policy Settings for unsigned driver installation behaviour you may experience problems when running a NetSupport Client If you have elected to install a Client
159. 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 A new 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 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 A dialog box will appear prompting you to set a transport 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 COs 272 NetSupport Manager v9 Notes e To access help on any function select it right click and choose Display Help On e It is advisable to regularly check the syntax of your Script choose Run Check Syntax from the drop down menus The Scrip
160. ink or on your local LAN WAN Note While the following procedure can be used NetSupport 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 I nternet 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 Eg z Enter the name or the address and transport of the Client to connect to C Name Cancel C Username E Help Address ooo M ATE Gateway All Gateways m Transport TCPAIP CPX C Negas Adapters 7 Finding an IP Address The easiest way to find the IP address of the Client is to use the command line ipconfig DHCP Workstations connecting via a modem link to an ISP will normally have a different IP address assigned to them each time they connect You will therefore need to find out their address each time you wish to connect This is done using the command line ipconfig 263 NetSupport Manager v9 ActiveX Control In this chapter ActiveX Control Web Extensions PCIAX CAB Cabinet File ActiveX Control HTML Examples 264 NetSupport Manager v9 ActiveX Contr
161. inter output from a local printer at the Client workstation to the printer or file at the Control A configured file that enables or disables functionality By default NetSupport is installed with a single profile called Standard that is configured to allow full functionality Options that contain general contact transport address and system information on the Client or Group of Clients See Transport A method of using a server where workstations run use software on another workstation by proxy Remote Access Service is supplied with Windows NT and provides a means of connecting a remote workstation to a LAN using dial up networking It supports IPX NetBEUI and TCP IP Once the connection has been made the remote workstation effectively becomes part of the LAN Interaction with a Client by a remote workstation through a telephone connection or another communications line Remote Control Remote Deploy Remote Network Connection Remote Networking Replay Files Scale to Fit Scan Scheduling Script Security Key Selected Client Settings NetSupport Manager v9 To control a Client workstation from a remote workstation A NetSupport utility enabling NetSupport Manager to be remotely installed and configured on multiple workstations simultaneously A connection over a NetSupport Dial up Link as opposed to over the LAN Connecting to a LAN from an external site by means of a dial up link
162. into the following sections NetSupport Scan Le ix Scan Client View Window Help 2 gt K a l e a P INVH166 o Whether you re in charge of hundreds My Computer Windows Microsoft within a busy corporate helpdesk or simply handful of users NetSupport Manager rem software has now become an essential too who recognise the importance of efficiently user base E Support staff can provide on the spot supp without ever needing to leave their desks wasted time have become a thing of the p soft PowerPoint Presentation Edit View Insert Format Tools Slide Show Window Help Bala Belo e5 o f les Presentation Regional Forecasts 2003 end users is immediate and responsive Sales Preser Regional Forect z P 432 o E Network Neighborhood a File Edit View Go Favorites Help le Ae rele Eo veil Address E5 Network Neighborhood 2 g j Erie Network Compaq 4 Scanning Page 1 of 1 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 nex
163. ions CMPI secs feo Comms Management Packet Interval Gateway Event Log Files These settings will only be applied when the Gateway service is restarted Location C Program Files NetSupport Manager Maximum file size Kb Browse r Gateway Keys Description Creation Date Milan Mon Jun 23 12 00 Muni Delete OK Cancel Apply Help 70 NetSupport Manager v9 You can access the dialog at the end of the installation when the dialog will appear automatically or via the NetSupport Gateway icon which appears in the workstations system tray Right click on the icon and select Configure Gateway Alternatively you can run the file Pcigwcfg exe from the NetSupport Manager program folder Configuration Gateway Port The NetSupport Gateway uses HTTP Port 3085 by default Note If the Control and or Client are located behind a firewall you will need to enable Port 3085 within your firewalls configuration CMPI secs Comms Management Packet Interval When configured for Gateway connections the Client workstation confirms it s availability by periodically polling the Gateway By default a network packet is sent every 60 seconds but you can change this if required Gateway 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 Gateway
164. irstly be configured to use the serial cable connection as follows 1 3 4 5 Start the NetSupport Control Start Programs NetSupport NetSupport Control Select Tools Configurations from the Control Window drop down menu 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 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 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 on a LAN 262 NetSupport Manager v9 Using NetSupport over the Internet NetSupport Manager 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 you can connect to it whether this is on the internet via remote communications a RAS Dialup L
165. ist View 249 NetSupport Manager v9 Delete a Client As part of maintaining a database of Known Clients good house keeping requires deleting unused previously saved Clients from the Clients Folder in the Control Tree View To delete a Known Client from the database 1 Open the Clients 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 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 move to the Accounts department and as such you wish to rename it as Accounts 3 To Rename a Client 1 Open the Clients folder in the Tree View and select the required Client 2 Choose Client Rename from the Control Window drop down menu bar Or Right click on the Client and choose Rename 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 a
166. ith Direct Cable Connection 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 260 NetSupport Manager v9 Configuring the NetSupport Client to listen for connections over the Serial cable The NetSupport Client Bridge provides the interface between NetSupport Client and serial cable connection thus allowing the NetSupport Control to connect To configure the NetSupport Client Bridge perform the following at the Client 1 Start the NetSupport Configurator Start Programs NetSupport NetSupport Configurator Select the Basic or Advanced Configurator followed by Connectivity Dial in Bridge C Progeam Files MetSuppost Manager chent32 ine Master Profile Connectivty icra r amp nanos m ar Dianae Diis Osie Avanci ood Bide on Stans s Web Extensor Jnactivty Timeout 7 cua Securty Remote Control Disbock e asoep t S Browse a Chort Interface ia D Profte Options Moase ISDN farer Comiphere 3800 Senes F pus Channel Bending Choose the Transport protocol to run NetSupport over Choose whether to Load the Bridge at Startup In the Modem Section select the Serial cable device as installed above 261 NetSupport Manager v9 Configuring the NetSupport Control to connect to a NetSupport Client over a Serial cable The NetSupport Control must f
167. k 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 Meorott accore for MEACCESS Ox windows Merosott Comesaman Office 9 0 2739 DOLDE Maoron Cope eon Office 20 9720 OAD ENE secrosoft Offs 2000 i R R Fa Hooson Office scronoft Corporation Office 9 0 2702 BINDER EXE component KA Moosen Ovilock Maresh Corpereten Office 2 0 2346 OUTLOOr Ert Moor PowerPount tor ga Tort PowerPoint for sg ot Corporat hee 9 0 2734 DOWERONT EXE windows Mcrosott Schedules for i Winders 9S sepluetion 9 sA pew 2033 ns SCHOOL D2 Ox tia aroso Word ker A _ MWORD EX Wintoee sort Corpor ewan Offise 9 0278 WINWORD txt Mcrosoft R Windows Windows Media sh 00 wmoploveres Media Payer peer Player 7 tiaba Productive Computer Netdvepert ve o0 padgquies insight Und Manager v So ve Computer Netsuscot tupped Contre E rxetsuve ontrol tneigha nd veo 280 Manager PCICTLUL EME z NetSupport Manager v9 Hot Fixes Tab NetSupport 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 Hardware
168. k by specifying the IP Address that the Client uses to listen for incoming Control connections Press TEST to check that the protocol is correctly installed on this workstation 162 NetSupport Manager v9 Notes Changing port could interfere with other TCP IP applications If you are using Routers you must ensure that they are configured to pass through data using this port To enable Clients to initiate a connection to the Control the default registered port is 5421 163 NetSupport Manager v9 Set IPX connection sannan E f i Wed Etensons pD souy Remote Control Use I PX 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 164 NetSupport Manager v9 Set NetBIOS connection C Program Files WetSupport Manager chent22 int Master Profile Conmectyty NetBios cr F Use NeBi0S ae Px Adapters ftalsci one ce moie ncis xt R Dial in Bridge ihanaa Wed E tenses 3 D seose cea Rlemmate Contal S Cert irtete D Proin Ditra 2 TOPAP NDS S1 NetBEUI u2 IPK SPX NetBiDS Use NetBIOS Check this 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 workstation Adapters
169. l appear seamless and performance will not be affected 75 NetSupport Manager v9 Connecting through Firewalls and Proxy Servers It is possible to have NetSupport 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 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 3085 is used for Gateway communications You will need to ensure that this port is open within your firewall configuration Connecting to Controls and Clients I NSI DE Firewalls For a Control on the external network of a Firewall to connect to Clients on the Firewalls internal network you must enable some form of address translation This process translates the address of a workstation on the internal network which would otherwise be invisible into an address that is accessible from the external network You should depending on the Firewall be able to specif
170. le Client scan is divided into the following sections Products Deesceigst 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 size of the displayed Toolbar icons can be adjusted large or small by selecting View Toolbar from the Scan Window menu 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 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 92 NetSupport Manager v9 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
171. lected Client to a new or existing Group Send an Announcement to the selected Client s This Control is available to receive Help Request connections Search the Network for available Clients Chat with the selected Client Manage your Configuration Profiles Connect to the selected Client or Group of Clients Dial a Remote Network Disconnect from the selected Client or Group of Clients Disconnect from all currently connected Clients Execute a program at the selected Client s Display the File Distribution Window to the selected Clients Display the File Manager Window for the Control Workstation Display the File Transfer Window for the selected Client s Retrieve a hardware software inventory for the selected Client machine StesCuss aves Logout Message New Properties Quick Connect Reboot Registry Replay Run Scan Settings Show Show Tree Tools View NetSupport Manager v9 Logout the selected Client Send a Message to the selected Client s Create a new Client Group Remote Network Script Object or Gateway Display the Properties for the selected Client or Group Quickly connect to a Client by supplying its name or address Reboot the selected Client If enabled in the Control Configuration Control Interface Functions option gives access to the selected Clients local Registry Play back a previously recorded Client session
172. ledgement 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 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 182 NetSupport Manager v9 Connect Options This property sheet is used to administer which Control Users or Control workstations can connect to this Client You can also set the level of encryption to be used Pregram Fides WetSuppedt Manage chent st inr Maste Profde Cornmctrety Secamy Key 78 N froFrecnsta se User Acdrordedgement Allow Connections from thase Consol Machines ary Cs Connect TOBAP f a Discommect IP ee BY Protect Cong ation Fie Tranter Une to delet muticle adderser Fleplay Fies f Encayption Evert Loggrg e z 8 Remote Control once Controls to ute Encryption OY Chere interface Set Mirun level of Encryptorr 256 be acs gt B Protic Opiera I Allow more than one Control to Connect at a tine ces Security Key Provides additional security that enables Control Users to connect only if the Control has the same security key as the Client
173. lick on the Edit button The Edit dialog will appear Edit the appropriate information click OK 100 NetSupport Manager v9 To Delete a Tool 1 Or Oe Y 3 Choose Tools User Defined Delete from the Control Window drop down menus The User Defined Tool dialog will appear Select the tool you wish to edit or delete Click on the Delete button A confirmation dialog will appear click Yes The Tool will be removed To run a Tool 1 Choose Tools User Defined Tools from the Control Window drop down menus Select the tool you wish to run The Tool 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 101 NetSupport Manager v9 Showing the Control screen to Clients As well as enabling you to remote control Clients NetSupport 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 N
174. lient Configurator covers three areas e Connectivity e Security e Audio NetSupport Client Configurator i xj A yy Connectivity tcrar rx w NetBios Select IP Address to Listen on HTTP A z Dial in Bridge amp Advanced A a Security General Test ye Access Privileges Audio m TCPAIP MV Use TCP IP Port 5405 158 NetSupport Manager v9 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 I ni 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 Note There are special requirements f
175. lient from the drop down list Click Next 3 Enter the address details of the machine you wish to connect to NetSupport s default port for VNC connections is 5900 Click Next oY oS Window List View Choose the appropriate Video Encoding Click Next If required enter any additional Client properties Click Finish The new Client icon will be added to the Control You can now connect to and view the Client 78 NetSupport Manager v9 Disconnecting a Client When you have finished remote controlling connected Clients you must disconnect from them before closing your NetSupport session To disconnect a Client 1 Choose the Connected Clients 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 79 NetSupport Manager v9 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 concern With millions of workstations in use and sometimes h
176. lients In this chapter Add a new Client Delete a Client Rename a Client Setting Client Properties Creating a Group Adding Removing Clients in a Group Setting Group Properties 248 Organising NetSupport Manager v9 Add a new Client NetSupport Manager maintains a database of all Known Clients These are stored in the Clients 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 Clients folder Or Choose Client New from the Control drop down menus and manually enter the details 2 You will then be prompted for the following information e The name of the Client e The Network Transport it is running under e The Network address of the Client At this point you can choose to enter some additional information to be stored with that Client s details The information you can additionally store is e An alternative name to be displayed at the Control for that Client e Atext description about that Client e A Contact Name e A Contact telephone Number The newly created Client will now appear in the Clients Folder and be displayed in the Clients L
177. ll NetSupport 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 on Starting the Installation 30 NetSupport Manager v9 Silent Unattended Installations On Windows XP 2000 and NT NetSupport Deploy enables you to pre configure a NetSupport installation and remotely deploy it to multiple workstations For Windows Me 98 95 and if required XP 2000 and NT you can perform a similar Silent Installation by editing and running the relevant files manually To perform a silent install 1 Create a distribution copy of NetSupport see Creating an administrative Network installation containing the required NetSupport installation files To determine the properties for the Installation run INSTCFG EXE from the NetSupport 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 Values TXT Choose File Save and save the Values TXT file to the folder containing the distribution copy Note For the purpose of a Silent Install you can save this file with a name of your choosing 4 To perform the Silent Install at the required workstation from the folder containing created above run S
178. ll arrow on the right of the column heading by which the List View is sorted for example an arrow pointing up indicates the List is sorted in ascending order 125 NetSupport Manager v9 File Distribution The File Distribution Window The File Distribution Window is used for distributing files to multiple Clients simultaneously D All Bents fie Distribution ajojxj Fie Cert Cwectory View Window Heb gt gt gt gt D Select al thes n the omeri directory 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 Please also refer to the toolbar menu for details on how you can customise it to reflect the functions that you use most 126 NetSupport Manager v9 The Local Pane The Local Pane displays a Tree View of the Directories of the Control on the left hand side and a List View of the contents of those directories on t
179. ll install to usr nsm providing a Linux daemon 6 At the NetSupport Control connect to the Client in the usual manner 294 NetSupport Manager v9 Glossary ActiveX Attribute Audio Support Auto scroll Available Client Baud rate Bridge Broadcast Packets Browse The Microsoft portable application Property of an object such as a file or display advice Communicate with Clients or make announcements using preinstalled Audio hardware When Viewing a Client in a Window the area of the Clients screen may be too large to display in a Window Auto scroll provides an alternative to scroll bars whereby the scrollbars are turned off and the mouse position is used to re locate the screen Another alternative is to turn on Scale to Fit which will resize the Clients screen to fit the available View Window A workstation that a NetSupport Client is running on Number of times per second a signal changes in a communications channel This rate varies in the number of bits it represents A module loaded on any Client either on a standalone or networked workstation that provides dial in access to that workstation or to any workstation on the same network with a NetSupport Client running on it A packet broadcast to all workstations on a LAN rather than being addressed to specific network addresses A means of searching the Network to auto discover all NetSupport Clients and their Network addresses Those f
180. lows The Title Bar This displays the name of the remote Client PC or if a Client was not selected the Local machine whose system inventory is being viewed The Menu Bar Contains a series of drop down menus that can be used to access the various tools and configuration utilities The Toolbar The Tool Bar contains shortcuts to many of the most frequently used tasks and tools Clicking on an individual item takes you straight to that task or function eliminating the need to work through the drop down menus Positioning the cursor over an icon will display a brief description of its function 279 NetSupport Manager v9 Hardware Tab Over 50 items of information are collected specifically about the hardware or environment of the client PC providing all the key information needed to assist in speedy problem resolution erhtop Moaitor 1 E Defauk Moritor Adapter Type Ithemet MAC Addere Video Adapter 1 Silicon Motion Lynx Adapter RAM anb DAC Type Integrated RAMDAC OP 40 F4 1D COY Video Rerohtion 1024 x 760 166 Refresh Rete one Physical Dick 1 DAM DIGA 210 Capecty 97 Gb Logical Drive C File System FATI Logies Drive D File System FAT TOSHIBA CD ROM OO Rom OVO SE a 19028 Orive Letter Floppy i Floppy duh dive rive Letter A Printer 1 ho damier 008e Location ums a Note The Inventory functions included with NetSupport Manager are designed to run over TCP IP The Networ
181. lows 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 253 NetSupport Manager v9 1 2 3 Open the Group Folder and right click on the Group you want to add the Client to Choose Properties Members Tab Select which Client you wish to add to the Group click Add To Remove Clients from a Group 1 Open the Group Folder and right click on the Group you wish to remove Clients from Or Choose Group Properties Members Tab from the Control Window drop down menu Select the Client s you wish to remove from the Group and click Remove When you have finished adjusting the members of your Group click OK 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 2 3 Open the Group Folder in the Tree View and select the required Group Right click on the Group and choose Properties Or Choose Group Properties from the Control Window drop down men
182. luding 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 appear 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 OV Note If you want to start scanning from a particular Client select their name in the Scan dialog To end a Scan 1 Choose Scan Close from the Scan Window drop down menu 90 NetSupport Manager v9 Scanning Multiple Client Screens Multiple Client screens can be scanned simultaneously in one Scan Window To Scan multiple screens simultaneously 1 2 3 4 5 6 7 8 Choose Tools Scan from the Control Window drop down menu The Scan dialog will appear Specify which Clients to Scan by removing or including the check mark next to the Client name Select Display multiple Clients at a time Select number of Client screens to be displayed in the Scan Window If scanning more than four Client screens select a Scan interval Click Scan The Scan Window will appear To End the Scan 1 Choose Scan Close from the Scan Window drop down menu 91 NetSupport Manager v9 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 sing
183. ly Enables the workstation to be remote controlled e Custom Enables you to individually select the mix of components that are appropriate for the workstation Control and Client are selected by default but you can de select either component if it is not required See below for a description of each NetSupport Manager Component Destination Folder By default NetSupport will be installed in the folder C Program Files NetSupport Manager Note If an existing installation was detected you may have chosen to install in a different folder Click Browse to choose the required location Click Next to continue 23 NetSupport Manager v9 NetSupport Manager Components If you have selected Typical Installation all components excluding Gateway and NetSupport School are installed If you have selected Custom you can choose the components individually to suit the requirements of each workstation Client Control Scripting HelpFiles Configurator Remote Deployment Utilities Supported on XP NT 2000 24 Install this component on workstations you want to remote 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 functions for example Show Install NetSupports integrated Scripting and Scheduling suite Create scripts to automate manual tasks and sche
184. m on Windows NT 4 0 81 NetSupport Manager v9 Rebooting or Logging out Clients Enables a Control to remotely reboot or logoff Client workstations either individually or by selected group To reboot or logout a Client 1 2 Or 2 3 Select the Client in the Control Window List View Choose Client Reboot or Logout from the Control Window drop down menu or Right click on the Client icon and select Reboot or Logout or Select the Reboot or Logout icons from the Control Window Toolbar 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 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 Click Yes to confirm send Reboot Logout to the Group You will be immediately disconnected from the members of the Group Note Make sure that all workstations within the Group are available and not being used by other staff before you use this
185. mberd amp im Use Netrronk s News imr nee Remote Disko TTT t Advanced a Secuty Tout i Starp IPX Use I PX 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 unreliable 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 0x34db1d69 You can also use the Test function to determine these values automatically 213 NetSupport Manager v9 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 correc
186. n PEN SE BB tm ga yer pei Pyrat Don Det ive tow Di KAE Hy Ser To return to the Control Window 1 Choose Client Close from the View Window drop down menu 86 NetSupport Manager v9 Viewing Modes You can View a Client in three modes Share The Client s screen will be displayed at both the Control and the Client Both the Control and the user at the Client will be able to enter keystrokes and mouse movements Watch The Client s screen will be displayed at both the Control and the Client Only the user at the Client will be able to enter keystrokes and mouse movements The user at the Control will be locked out Control The Client s screen will be displayed at both the Control and the Client Only the user at the Control 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 NetS
187. n 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 User 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 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 s printer re direction function Disabled by default 176 NetSupport Mana
188. n options You do not need to create multiple profiles for different Control Users who might connect to this workstation 153 NetSupport Manager v9 Note Do not use the Basic option if you 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 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 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 directories 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 154 NetSupport Manager v9 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
189. n you next connect to a Cent Enable Print Capture Check this box to enable the Print Capture feature If this box is unchecked the output will be printed at the Client 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 Note 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 disabled by default At the Client load the Advanced Configurator and select Security Access Privileges and un check the Disable Print Capture option Capture to Printer Select this radio button to redirect the Client printing to a local or network printer The name of the default printer that is currently set up is displayed 232 NetSupport Manager v9 Change Press this button to display a window containing all of the printers configured on your local workstation Capture to File By selecting this button you can 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 press this button allowing you to find a location for the capture file Use Client Printer Driver NT 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 thi
190. nauthorised 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 171 NetSupport Manager v9 Client Password This helps to protect the Client from unauthorised access from a NetSupport Control The Control user will be required to enter the password before obtaining access to the Client Client 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 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 172 NetSupport Manager v9 Access Privileges Basic This property sheet can be used to limit the range of Remote Control options that are available to the Control User NetSuppoet Chori Coefgurator x Acces peevinges I User Acknowedgement Requred T Disable Fie Transtar F Dustin Remote Progam Ematen T Disable Remote Regsty Access F Wach Orly I Disable Receive Show T Disable Plemote Reboot 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 preve
191. nd descriptions are displayed here All of these fields are optional 250 NetSupport Manager v9 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 251 NetSupport Manager v9 Setting Client Properties You can store additional information about a Client workstation and its User by completing the Properties sheet for the Client This information can then be viewed in the Detailed List View You choose which fields are displayed by using the View Columns function from the Control Window drop down menu bar To Adjust Client Properties 1 Open the Clients Folder in the Tree View and select the required Client 2 Right click on the Client and choose Properties Or Choose Client Properties from the Control Window drop down menu bar 3 The Clients property sheet will be displayed The Client property sheet has three tabs General Details and System Info The System Info is only displayed once you have
192. nd platform for example about the workstations located on the selected Network Domain 36 NetSupport Manager v9 The Log Files Tab provides a breakdown of past deployments categorised by type 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 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 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 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
193. ndow It shows the current Status of the 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 51 NetSupport Manager v9 Customising the Toolbar To enable you to customise NetSupport 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 x Available Buttons Current Buttons 5 Add To Group Announce BB Available e Configurations Add gt gt Separator gt gt lt lt Remove Disconnect All 4 File Manager zi Reset The main NetSupport Toolbar can be customised to include the buttons that you use most frequently The two lists you can see contain the buttons that can be added to the Toolbar and those already on the Toolbar To group the buttons together you can place separators between them Available Buttons Displays a list of all the buttons that can be added to your Toolbar This list shows the icon and the associated text that will be added Current Buttons Displays the current bu
194. ndow 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 3 Select Security Replay Files and enable the appropriate options See Configuring the Client Security Options Replay File Settings for more information 114 NetSupport Manager v9 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 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 If enabled click the Replay icon on the toolbar 2 Navigate to the Directory where the Replay Files are stored 3 Select the file to replay 4 Click Open The Replay Window will appear Use
195. ning 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 110 NetSupport Manager v9 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 7T0105324 A I NetSupport ideo Pis File View Play Help a gt it om m Open Play Pause Stop Start End Mute Clients 00 00 0007 e a 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 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 NetSupport Manager v9 Play Menu The Play drop down menu contains the following options Play Starts the loaded video file Stop Returns to the beginning of the loaded video file Pause Blanks the Clients v
196. nnect Restict Acces to Members of the folowing Groups l anst Protect Carfiguestion E RAin Firs Evert Lowen lig Remote Control 9 Chert interface LL Profile Optora Configurator Password Nominate 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 UserlD 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 1 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 For this User Right to be recognised you must relog into your workstation COO OT E Gai 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 187 NetSupport Manager v9 File Transfer Settings This property sheet is used to control file access Program Fides WetSuppeat Manager chent 3 ww Maste Profde BD Comnectviy Fale Trawler S
197. 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 203 NetSupport Manager v9 Profile Options C Progeam Files HetSuppoet Manager chent32 in Master Profile Connectivity Options 3 Securty I Disable this Profle whan an NT user is Logged On a E Remote Contre F User of this Profle has Printy over other non prioni Users BY Chet irtectace Profle Options 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 UserlD 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 Priority 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 204 NetSupport Manager v9 Configuring
198. nts 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 Control file transfer options Disable Remote Program Execution 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 workstation Disable Remote Registry Access A Control user can remotely manage and edit the Registry on NetSupport Clients Setting this option will disable that function 173 NetSupport Manager v9 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 174 NetSupport Manager v9 Access Privileges Advanced This property sheet can be used to limit the range of Remote Control options that are available to the Control User C Program Filrs Net Support Manager chent32ini Master Profile xj M Connectivity Access privileges Soniy F Disable Watch F Dieable Blank Screen
199. o Specify Client Parameters 1 Open your NetSupport Manager Program Folder by choosing Start Programs NetSupport NetSupport Configurator 2 Choose Advanced 3 Select Profiles Client Parameters from the Configurator Drop Down Menu 4 The Client Parameters dialog will appear 33 NetSupport Manager v9 Client Parameters for this Machine x Client Name machine name PCICNL i Parameters U Users GE gt HDM 0CB Edit fC domaint nsm client32 ini Delete Move Up Moye D ow OK Cancel Help 5 Click Add to specify the parameters Notes e If User Credentials are required they must precede the Configuration file name Each set of parameters must be added separately 6 If required enter the User Credentials Username and password Click Ok The appropriate strings will appear in the dialog 7 Click Add to specify the location of the Configuration file Click Ok 8 When the Client Parameters dialog contains the required strings see example above copy them individually to the Install Configuration Options dialog Use Ctrl C to copy Ctrl V to Paste Icons Leave the Icons box un checked if you want to install an icon for each NetSupport Component Check the required boxes to limit the number of icons created Components Check the relevant boxes to indicate which NetSupport Components will be installed on the Client machines See the Starting the Inst
200. o 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 dialing back different telephone numbers according to the password 167 NetSupport Manager v9 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 0181 123457 specify 6 or 7 168 NetSupport Manager v9 Advanced Setting z oy Connectiviy Advanced cr Tickle Pesos 18 lsec r nenos HP Ci Dial in Badge a Zm Ci Web Extensions S Secuny F Auto contiguee tor XP SP2 feewvall y Remote Consol i Chert intedsce a Profile Options Tickle period While a Control is connected the Client send
201. ocket device connected to the Control PC NetSupport s CE Installer This is a downloadable utility Please visit our downloads area at www netsupportsoftware com 292 Message and File NetSupport Manager v9 The installer will detect the pocket device and install a NetSupport Manager CE 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 be connected to the Control in order to configure the Client options With the Client installed the Control can connect and open a standard view session 293 NetSupport Manager v9 Installing a NetSupport Client on Linux Platforms A NetSupport Client can be installed on Linux platforms designed to run on a Windows manager enabling a Control to connect view the screen of the remote user and perform a variety of remote control tasks Note NetSupport currently supports the following Linux Distributions Red Hat Fedora SuSE and Mandrake 1 A downloadable ZIP file containing the installation script and program files is available from our downloads area at www netsupportsoftware com 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 Client wi
202. ol It is possible to remote control a NetSupport Client using an Internet Browser This is obtained through an ActiveX Control All that is required is an Internet Server and an HTML page with the imbedded ActiveX Control The ActiveX Control program is installed by default as the CABinet file PCIAX CAB NetSupport also provides appropriate HTML pages Control htm and View htm accessible in program files netsupport manager web which use the available ActiveX functions Note View htm requires Web Extensions enabling in the target Clients Configurator Control htm provides more flexibility in that it does not rely on individual Clients having Web Extensions enabled 1 Launch Internet Explorer and type in the Clients IP address followed by Control htm or View htm For example ATTP 10 0 0 1 CONTROL HTM or Load Control htm directly from the program folder and enter the IP Address here m Tape erae rag ER re en 7 oe j NetSupport Manager aa C Ca Wier o Tenet Patewn Kaas bar otea Bary ta M ipost ma wes tenon wees aay ds ee ee poo boobie fiig Cheb te aot Content rer eee mot o ses comme rerio cne oct totemns worsen omeo r Note NetSupport Manager s ActiveX Control will not work with Netscape 265 NetSupport Manager v9 How to Access the Client as an I nternet Server The Client Internet Server is accessed from an Internet Browser by typing its IP address
203. ol can enter keystrokes and mouse movements Displaying the Controls screen on a connected Client or Clients This is the opposite of Viewing the Clients screen at the Control An installation performed with no input from the user You must pre configure the Defaults Inc file which is used to pre set the options you would normally be prompted for during installation and Release Ini file which enables you to pre set the Advanced Client Configuration options Subnetwork See Configuring the NetSupport Control for Subnet Browsing Telephony Application Program Interface A standard program interface that lets you and your computer talk over telephones or video phones to people or phone connected resources elsewhere in the world Transport Control Protocol Internet Protocol A protocol used to enable workstations to communicate in a Networked environment It is now the standard used across LAN s WAN s the Internet and it provides fast routable packets Normally when a Client is connected to a Control they send each other a tickle packet every 30 seconds This provides a check that the other end is still active and has not been turned off or subject to a network failure There may be occasions when the use of tickle packets is undesirable for example over an ISDN line where you wish the line to be dropped if there is no activity You can turn off tickle packets at both the Client and the Control The networking protocol th
204. only On F Listen ony Change Trancternon Format F cma a Volume Threshold microphone sensitivity Microphone volume of microphone Speaker volume of speakers Wave volume of Operating Systems Sound Effects 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 235 NetSupport Manager v9 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 x Settings P Correctly I Hide Chant Lint I Chert List Readonky D Seny I Hide Group List T Group List Read only H WY Remote Contes T Hide Dial Directory T Dial Directory Read only E Covirel intedace I Hide Gateway I Gamay Read only Settings F Dinette Browse Functions F Message on Disconnect F Use intemal speaker for Beep E Fie Tiarno
205. onnecting Control will be prompted for their USERID and Password which will be validated against the Active Directory Restrict Access to Members of the following Groups 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 180 NetSupport Manager v9 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 C Progeam Files NetSupport Manages chent3 ine Master Profde Connectivity User Acknortedgement Senny F Ure Acknowdedgement Requeed User vaissen I _Excegt when no NT User Logged On Q iar Pirey T Acknomdedze Connector Attempts from other Controls Q User Ackromtedgerare Acknowledge Connection Timeout 0 sec Connect Acknomdedge Cornachon Deplay Ted Q Disconnect Stulnames at Scomoutecnames is attemeting to connect CE Protect Configuration a Fie Tianster View Acknowiedigemert we Replay Files Evert Lovers Acknowledge switching to Corl view mode t higher a Remote Control S OY Chet trtetce amp Profle Options User Acknowledgement User Acknowledgement Required When a Control User attempts to connect a mes
206. ontrol Interface Gh p ae a File Transfer Be ee File Locations Mex Coos Denthe z furimted oo SEn Change DOS Font aA Change Japanese Font ee one te F Update Contigurat qe See ER Cancel 7 o Help Options BIOS Keyboard Checking this option causes 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 227 NetSupport Manager v9 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 options 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 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 tak
207. or setting Windows 9x workstations to use shared configuration files 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 User 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 UserlD and a Password The NetSupport 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 159 NetSupport Manager v9 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 USERID 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 lea
208. orised source Any implied warranties including any warranties of satisfactory 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 Ltd 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 Ltd may terminate this Licence forthwith by notice in writing to you if you commit any serious breach of any term of this Licence and in the case of a breach capable of being remedied 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 Ltd s intention to terminate Upon termination you will destroy or return
209. otes 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 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 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 broadcast show feature is only supported in version 7 10 or higher To Show a Control screen 1 2 Select the connected Client you wish to Show to Choose Tools Show from the Control Window drop down menu Or Choose the Show button on the Toolbar 102 The Show Configuration dialog will appear NetSupport Manager v9 iM x Ready to start showing to C Client TEST 47 Cancel These Clients am Help F tst Bg Eem Removing the check mark next to a Client excludes it from the z Show J Set Show Mode at Client Full Screen lt lt Basic V Show icon on taskbar J Enable Audio Support F Send Physical Fonts MV Show Replay file Fi Replay Files INVH170_21102004_11
210. ound are displayed in the Browse Folder of the Tree View Once you have connected to them they become Known Clients and are stored in the Clients Folder They can then be used in later sessions without the need to Browse for them 295 NetSupport Manager v9 Cache CAPI Chat Client Compression Computer Name Configure Connected Client Control Control Mode 296 A means of storing recently used data in memory rather than having to regenerate or retrieve from disk NetSupport caches screen information to reduce the need to re send it over the Network The higher the cache the more likely that the Client screen information will already be available to the Control and therefore the screen update time will appear faster Common Application Programming Interface An application programming interface for communicating over ISDN lines An online communication method between a Control and Client during a remote control session A dynamic dialog window appears on each screen both the Client and Control can type simultaneously and the messages will appear on both screens The workstation that is to be taken over Method by which data is compacted for more efficient transmission Data is compressed before transmission and decompressed afterwards A name typically used on Microsoft networks to identify a particular workstation on the network Also called the Machine Name To set the security levels of a Client and
211. ple Script cece eee eee eee eee ee teeta 272 NetSupport Manager v9 Scheduling and Running a SCript c cece cece eee e eee eee ee eae 273 Technical Reference sssssssssnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnn 274 Unloading a NetSupport Client c cece eee eee ee eee teeta ees 275 Restarting a Cllentiiscrvcceiateg tied aie ei Gee 275 Using Compression Effectively cceceeeee eect ee eee eee eaten eae 276 Using Cache Effectively cccccece cece eee eee e nena eee eee e ea ea eee taeneeas 276 Remote Client Hardware and Software Inventories 00 e 278 The Inventory WiNdOW cceeeee eee ee tenes 279 Using NetSupport s Security features effectively ccccecseeeeeeae ees 284 Understanding IP ACCreSSe S ccce cece eee ee eee e eee eee e eee eee ea en eas 286 Understanding IPX Addresses 0ccccee eee ee ee eee eee e neta ea teats 287 Using Command Line Instructions ccceceee cece eee aes 288 Integration with Active Directory cceceee eee e eee ee eee eee eee eae 290 Installing a NetSupport Client on Pocket PC Devices seeen 292 Installing a NetSupport Client on Linux Platforms cecce 294 G OSSALY T T 295 Readers COMMENS miea aa A N EAA N EA 306 NetSupport Manager v9 Welcome to NetSupport About this Manual NetSupport Manager is designed to give IT managers mobile professionals telecommuters and trainers the power
212. r consumption 14 NetSupport Manager v9 Scripting NetSupport includes a powerful integrated Scripting Language and Scheduling Suite that enables you to make use of all of its functions in unattended mode Remote Communications Take control of workstations on remote LANs WANs or standalone workstations via Dial up Modem PSTN ISDN Internet or Direct Serial Link Web Browser Integration Remote Control a workstation using ActiveX Control Web Browser Using your Internet connection download the 350k ActiveX Control software from your Company Website and remote control over IP on your office workstation This is the ultimate in portable Remote Control 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 Comprehensive Security Features Exceptional range of security options to meet all need including Password protection at Client and Control User present acknowledgement required at Client Connection Audit trail Disable file transfer or specific files and directories Limit Functionality depending on which workstation is connecting Allow a Control to Watch only Restrict file transfer to specific drives directories and files Dial back to different numbers according to password Restrict connections to named Controls Customise Control and Client
213. r from your desktop and navigate to Network Places Neighborhood to find the list of available PCs 2 Right click on the required PC FY txzplonng Network Newhbushood am x Fie Eck View Toos Heb TE Namo neies a aa Boles o a a aea AH Fokders Contents of Network Neighborhood Entire Network lrn ER lente lrnti6t SP iro Be iras lente lento BP lenties irh EF Irahti6 zi LE x lent 4 Irth 13 leh 27 Be raiso Irth 164 gme Irah 27 Display revertor repart for the selected tems i i c i Se SF 3 Select the appropriate NetSupport function You can choose 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 143 NetSupport Manager v9 To disable NetSupport Functionality If required NetSupport Explorer functionality can be disabled in the Control Configurator 1 Select Tools Configurations from the Control Window drop down menu 2 Select the Control Profile to apply the changes to 3 Choose Settings 4 From the Configuration Settings dialog choose Control Interface Settings 5 Check the Disable Shell Extension box 144 NetSupport Manager v9 Remote Command Prompt By launching the Command Prompt Window a Control can remotely execute command line instructions at a connected Client 1 Connect to
214. r the operating system can dial into all versions of the Bridge program To load a Bridge The NetSupport Bridge is loaded with a standard Client to provide access to all workstations on the network You use the NetSupport 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 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 Bridge Use this option if You wish to provide dial in access to this workstation or a NetSupport 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 258 NetSupport Manager v9 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 NetSuppor
215. r v9 To Distribute Files to a selected number of Clients 1 2 3 Open the Clients Browse or Connected Folder in the Tree View Choose Tools File Distribution from the Control Window drop down menu 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 directories are copied to is called the Destination Directory Unless otherwise specified the Client Destination Directory will be the same as the item s location on the Control workstation If the Client does not have the same Directory available the item s will be copied to the C Drive by default and the folders automatically created Or To set a specific Destination Directory 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 128 NetSupport Manager v9 File Manager The File Manager Window The NetSupport File Manager serves the same purpose as Microsoft Explorer Rather than exiting the NetSupport program and editing the Control workstation do it from with NetSupport Manager I tH Te Dery Wer Tee Wie fe BAanysiwe a o Come freee Gwe RCE S x D beiet a lin a te noms bany The File Manager Window is divided
216. ransfer 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 NetSupport INVII EG ajojxj Network Clent Gap Wiew Toos Window hep AP eae A ee ee A Quck View PESTO PESTO POK D Missing Menu Help tor Cand 2151 95 NetSupport Manager v9 The List View will display each Client thumbnail 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 a Chat session Thumbnails can be re sized to suit and the frequency at which the displayed data is refreshed can be adjusted in the Control Configuration 1 Choose Tools Configurations from the Control Window drop down menu and select the configuration to update or To adjust the currently loaded configuration choose View Settings for current configuration or click Settings on the toolbar 2 Select Control Interface Settings 3 Amend the Thumbnail properties as required 96 NetSupport Manager v9 Launching Applications This feature allows you to launch execute an application on an individual Client
217. re duplicate IDs are in use so you can disable the check using this option Remote Control The following items disable the different view functions within the NetSupport Manager Control e Disable Control e Disable Share e Disable Watch e Disable Show 240 NetSupport Manager v9 Help Request Settings This property sheet provides configuration options for receiving Help Requests from Clients Settings for Comfiguratan Standard 8 Gormal When a Help Reqanst annves Connectray a BQ Secuty I Highligh the Clant in the Help Request fet BOY Rente Cortied F Display a message yg Control Irtedace F Baand sein a Funcions Hep Bequests Consol Status for incoming Chent Connectors File Trancter Avelable to take Help Requests D Fie Locations C Not avadable for Help Requests Bury ot the moment F7 Set status to Busy when connected to a ce meee Certi 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 Not Availabl
218. reating a distribution copy Silent Unattended Installations NetSupport Deploy NetSupports Remote Install Utility 29 NetSupport Manager v9 Creating an administrative network installation An administrative installation distribution copy of NetSupport Manager is designed to assist administrators to install NetSupport on Networked PCs where the installation media or License details may not be readily available and it is anticipated that a number of installs will be performed either at once or over a period of time This type of installation can also be preconfigured to setup NetSupport Manager with certain options therefore ensuring that all NetSupport installations are configured the same Once created the distribution copy can be used when performing a Silent Installation or as part of a NetSupport Deploy routine To Setup a distribution copy of NetSupport 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 License file is not present in the folder when running the install NetSupport will be installed using the default Evaluation license 4 Create and copy a CLIENT32 1INI file to this folder Note You can make the network folder read only to avoid the configuration being altered by unauthorised users To Insta
219. red 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 45 NetSupport Manager v9 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 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 46 Select the workstations to Deploy to See Preparing a Deployment Choose Deploy from the Main 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 NetSupport Manager v9 Log Files When using NetSupport Deploy information about each deployment
220. ress is shown in full Make a note of the network portion of this address it will be required when configuring the Control 287 NetSupport Manager v9 Using Command Line Instructions The NetSupport 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 Command Line Options At the command line run PCICTLUI exe from the NetSupport 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 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 PCICTLUI CNN NN NN NN where NN NN NN
221. rk address Connect via a database of known Clients Connect entire groups in one step Client Control connections via NetSupport s Internet Gateway providing seamless Remote Control between PCs that may both be located behind different firewalls Connect to and remote control Linux and Pocket PC based systems Connect to and remote control a Mac based system that has a previously installed VNC virtual network computing Client Message Send a message to one or more chosen Clients or even broadcast to all Clients on the network Chat Conduct a text chat session in real time between the operator at the Control and one or more users Annotate tools provide Whiteboard capabilities File Transfer and Distribution Transfer and manipulate files between workstations using advanced Drag and Drop technology Includes support for Long File names Remote File Edit Delta File Transfer and more Copy from a workstation to many workstations distribute Software or Synchronise Directories To ensure security while transferring files use encryption on all data being transferred 13 NetSupport Manager v9 View View more than one Clients screen at the same time or sit back and watch each connected 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
222. rkstation 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 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 284 NetSupport Manager v9 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 features like File Transfer Viewing Show etc 285 NetSupport Manager v9 Understanding I P Addresses An IP address is made up of 4 bytes each byte being made up of eight bits which can have a value of 1 or 0 This gives possible IP addresses of 0 0 0 0 to 255 255 255 255 Each IP address is also split
223. rkstation 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 Note Print output cannot currently be captured from a Network printer at the Client To redirect a Clients print output 1 Choose Tools Configurations from the Control Window drop down menus Select appropriate Configuration Click Settings Select Remote Control Print Capture Sattings fee Contiguiation Stardaed Geral ag Commectety F Enable Print Capture n C Capture to Printer PC PRINTER Met m E Cortrot e to F n View A esera pen eme Part Coone Use Oleri Printer Diver Au o ee a D Corro irtetace Fio Tarsier F Pepot Orive Used E Fie Locion Changes wall taker etlect when you rit Connect to Cioni F mm he 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 139 NetSupport Manager v9 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 disabled by default At the Client load th
224. rming 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 Values TXT file to the folder containing the distribution copy of NetSupport Choose File Exit to return to the Install Properties dialog 39 NetSupport Manager v9 40 Options Tab Use the information supplied in the Network and Security tabs to identify which machines may already have NetSupport installed you can then choose to e Ignore them by checking the Skip machines already running NetSupport 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 Immediately No prompt will be received at the workstations being deployed to e Warn user before installing NetSupport 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 installation You can specify the number of times a user can postpone the ins
225. rol Cornel intertace wy Fie Tranaler A Fie Locations 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 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 In Directory Specify where the Replay Files should be stored 223 NetSupport Manager v9 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 Sethngs for Comhguraten Standard x Been uter of thit Configuration to BD Connecty F Act os an Acrrarestratod Seut P Saing F Event Logang Replay Fes User Permernoes g Remote Conto a Corwoi lintertace amp Fie Transter u amp Fie Locations 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 alt
226. rrrrarerrerrrrerirnerersererserens 252 Creating a New GrOUDp cece cece e eect ee eee EAE AA Eaa tae 253 Adding Removing Clients in a Group ceceee eee eee cnet ee eee eee taed 253 Setting Group Properties c cece cece cece eee e eee e teens ea ea ena eaeeetaegs 254 Remote CommMunications ccccsceeeseeeeseeeeeeeeuseeeneeeeneees 255 Remote Communications Overview cceeeeeee cece nett ee ee tee eae 256 Optimising Remote Connections cece cece eect ee eee eee eae e rrin 256 Setting up Remote Communications ccece cece e eens teeta teen ees 257 The NetSupport Bridge ccceseeeeeeee ee eee eee teens teens eae e natant tad 258 Setting UP a Mode Mirer sori a a r A A Aa 259 Using NetSupport Over A Null Modem Serial Cable 260 Using NetSupport over the Internet sssssrsesrirrrirrrrrrerrirerrere 263 ActiveX Control cccccceseeeeeeeeesesseeseeseeeeeeeeeeeeeeeeeeeeeenanes 264 ActiveX Control arrra erisa cabana sievesesdaeedeeislousteploaeversdetents 265 Web Extensions a E E A E 267 PCIAX CAB Cabinet File rrite rn aAA EAE A AEO AAT 267 ActiveX Control HTML ExampleS ssssssrsssrrsrrrrsrrrerireerirrrrrnr 268 NetSupport Scripting s sssssss5125552555 555 555 55 270 NetSupport Scripting Overview ssssssssssrssrisserirsrrnrsrrnrrrrerrrrrrrns 271 Starting the Script Editor ssssssssrsssrrererserirrerrnnernrsrrnrrernrrerere 272 Creating a sim
227. ry where NetSupport Manager will be installed Leave blank to install in the default directory Program Files Netsupport Manager 32 NetSupport Manager v9 Start Menu Folder Specify a name for the program group or leave blank for NetSupport Restart Machine Check this box to automatically Restart the Client workstations upon completion of the installation The NetSupport Client does not become active until the workstation has been restarted Note Leave the box un checked if using NetSupport Deploy to perform the installation Additional Restart options are available within the Deploy routine SMS Integration NetSupport Manager can be fully integrated with Microsoft s Systems Management Server If the SMS Administration Console is present on the Client machine check this box to allow integration Client Parameters Optional If you have created a particular Client Configuration file for use after the installation 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 Client Configurator and copy them to this field 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 setup package T
228. s unless overridden 188 NetSupport Manager v9 Replay File Settings The Replay Files feature enables the Control to record and playback the screen activity that takes place at a Client workstation while it is being remote controlled viewed Ci Program Files NetSupport Manager client 22 ink Master Profile x Connectivity Reply File Setings SE Secu I Record Meptay Fies ke Jora Vasala T Prole Flies Wih Ooni Name ccei Prviegei in Diractony MAc Fes WNVH168 Rowe As User USEROMOREGRAHKS OCS i Remote Control S hens Intetace Profi Option Record Replay Files Check this option to enable the recording of Replay Files A Replay File will be created each time the Control views a Client PC with the option enabled Prefix Files With Client Name In order to identify each Replay File filenames can be prefixed with the Client Name and the date time of the recording Alternatively with the option un checked the files will be named sequentially in the format 00000001 rpf etc In Directory Specify where the Replay Files should be stored If saving to a Network share this gives you the opportunity to store each Clients files in individual directories As User The user name and password used to write to the log file 189 NetSupport Manager v9 Event Logging Log files record the activity that takes place at a Client machine while it is being remote controlled Standard inform
229. s 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 2 169 NetSupport Manager v9 Web Extensions This property sheet allows you to configure the Client to act as a simple Web Server The TCP IP transport must be enabled for this to work C Progiam Files MelSupport Managet chent 37 im Master Profile Connectrely Wed E sierran roar These options alow you to conige the Chant to act at a smele Web im Server The TCP IP transport must be enabled for this to work nanos F Htr Disini Biy Server Pot defouk Ot 00 Aranes Server Post Dieclon C Progam Fars NetSuppead Manager wee wen tensions amp Secuty amp Remote Conto a OD Chert intestoce G Profile Options Enable Web Extensions When this is checked the Client is able to act as a simple Web Server Typically you would enable this to allow you to access the Client via the Internet using the Integrated Browser See on line help for details Server Port The
230. s 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 231 NetSupport Manager v9 Print Capture Settings Print Capture redirects printer output 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 Sethmgs for Comhguraten Standard General I Connecty F Enable Pret Capture op deed Caphire to Pinter HP Desket O95C Sees Pinter C Caghze to fie t vew parm ia Ketosd Mouse a Pir Capture Use Cheri Pretes Dever ws HP DeskJet S950 Senes Preter 4 Consol letedace BY Remte Corticl wy Fie Transler F Report Driver Used D Fie Locations Changes wil take effect whe
231. s available the Client will have to send the Control the full information required to display the data in the same font Setting the Send Physical Fonts option in the Advanced Client Configurator Remote Control options forces TrueType text to be sent as glyphs character shapes rather than as character codes This guarantees that they will be displayed correctly at the Control If Viewing a DOS or a Japanese font adjust the setting Change DOS Font or Change Japanese Font in the Control Configuration View options 301 NetSupport Manager v9 Port Number Power Management Print Capture Profile Properties Protocol Proxy Servers RAS Remote Communications 302 When communicating over TCP IP an application needs a Port Number to be able to identify which packets are specifically for that application In the case of NetSupport two default ports are used depending on the type of connection being made The NetSupport Control uses port 5405 to send IP requests to Clients the Client receiving incoming requests on the same port To enable a Client to call the Control port 5421 is used If connecting to a NetSupport Client Control over the Internet or anywhere that a router or firewall is involved it is important that the routing device be configured to allow packets on the appropriate NetSupport port A technique that enables hardware and software to minimise system power consumption Redirects pr
232. s to work you need to install the appropriate printer driver on the Client and assign it to LPT1 LPT2 or LPT3 On Windows 95 and Windows NT the user can change the printer name in Control Panel Printers or Settings Printers To handle this situation and because printer and driver names vary between Windows 95 and NT you can specify a list of printer names and Drivers in this field For example HP Deskj et 520 DESKJ ETC HP DeskJet Where HP Deskjet 520is a printer name that the Client might recognise DESKJ ETC 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 NT Client ignores the name of the driver file the Clients match this preferentially using the printer name only in case of a tie 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 233 NetSupport Manager v9 Notes 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 Cli
233. sage dialog will appear Choose whether to send the message to all Available Clients All Connected Clients or only the Currently Selected Client Enter the message and decide whether to show the message at Client PCs for a specified time 3 Click Send x Send a message to Send C All Available Clients Broadcast C All Connected Clients Cancel Currently selected Clients Help The network will be shut down at 6pm hel Show this message for fi 5 sec The Message will be displayed in a dialog at the Client screens and will remain until the User closes the dialog or the specified time limit expires 136 NetSupport Manager v9 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 turn green 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
234. sage will be displayed at the Client Unless 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 Acknowledge Connection Attempts from other Controls The Client receives a message that another Control is attempting to connect Acknowledge Connection Timeout Specify a time limit between 0 255 seconds for the User Acknowledgement prompt to be displayed If the Client has not responded to the message within the specified time the connection attempt will be rejected 181 NetSupport Manager v9 Acknowledge Connection Display Specify a customised acknowledgement message to be displayed at the Client workstation The text can also incorporate a choice of default settings should you wish the Client to know for example the name of the Control User There are four available syntax s loginname Returns the logged on user name of the user at the Control fullname Returns the full name of the logged on user at the Control computername Returns the machine name of the Control userdomain Returns the domain of the logged on user at the Control machine Note The standard NetSupport Graphic in the User Acknow
235. se Deploy NetSupport License file 3 The Deploy Summary dialog will appear Click Properties to enter the details for the deployment 5 Click Browse to specify the folder containing the license file that is to be deployed The default file is NSM LIC 6 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 Client service box 7 Click OK to return to the Summary dialog You can view the contents of the license file by clicking on the file name 8 Click Deploy A progress dialog will appear enabling you to monitor the status of the deployment 9 Click Close when complete 43 NetSupport Manager v9 Remote Uninstall Using NetSupport Deploy you can remotely uninstall a NetSupport package 1 Select the required workstations 2 Choose Deploy Uninstall NetSupport from the Deploy Main Window Drop Down Menu Right click on the selected workstations and choose Deploy Uninstall NetSupport 3 The Deploy Summary dialog will appear 4 Click Properties to enter the details for the deployment The Uninstall NetSupport dialog will appear Uninstall NetSupport 24 x General Acknowledgement Message Restart Description Cancel Help 5 Enter the properties for the deployment by selecting the four tabs 44 in turn General tab Provides a description of the package being unins
236. sed persons To launch an application on a Client workstation The application must be installed or available to the Client workstation To move or copy a file s from a Control workstation to multiple Clients simultaneously To manage the files on the Control workstation To move or copy a file s from a Control workstation to a Client Software to protect a network from another network normally the Internet where TCP IP packets are only sent on certain ports You can View a Clients screen in Windowed Mode which allows you to see the NetSupport menus or Full Screen Mode In full screen mode the whole of the Control s screen is used to display the Clients screen 297 NetSupport Manager v9 Gateway Group Help Requests Hotkeys HTTP Icon Inactivity timeout Initialise 298 A NetSupport component which provides a stable and secure method for connecting Clients and Controls via the Internet using HTTP Delivers web based remote control without the need for modifications to existing Firewall configurations A sub set of NetSupport Clients that have been Grouped together for faster and easier access Placing Clients in a Group allows you to connect to them in total and undertake actions such as file transfer to multiple Clients simultaneously Groups are stored in the Group Folder An SOS message from a Client workstation to advice that they require assistance Clients can specify which Con
237. 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 Notes e NetSupport 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 Under Windows 95 changing you Network settings may also change the NetBIOS adapter number You may need to re set the NetBIOS adapter number NetSupport uses after such a change 165 NetSupport Manager v9 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 Wrogam Fides WelSuppot HM aneger chent32 me Master Profde Connectivity HTTP tcra F UseHTTP Pot 385 i IPX Gateway Addes amp nanos 1000 30 ne gt Dial n Bridge Gateway Koy Advanced a Freon ooo D Socuny B Remote Control B OY Chert iniesiace D Profile Options
238. set for dialin 166 set HTTP 165 215 set IPX 163 212 set NetBIOS 164 214 set TCP IP 161 210 tree view 56 NetSupport Manager v9 U understanding IP addresses 285 understanding IPX addresses 286 uninstalling 28 unloading a Client 274 url route help requests to web based system 200 user acknowledgement 180 user defined tools 100 user permissions 223 user validation 178 using a Serial link 259 V values txt file 31 video driver resetting 150 video player 109 control panel 111 video skipping 228 view modes 87 view settings 89 View Window 84 use small toolbar icons 84 viewing 86 blank Client screen 88 configure default mode 226 maximising view area 87 multiple screens 88 scale to fit 88 use explorer to initiate 142 view modes 87 view settings 89 VNC Clients connecting to 78 WwW WAN IP subnet browsing 67 IPX subnet browsing 68 subnet browsing 67 understanding IP addresses 285 understanding IPX addresses 286 web extensions 169 266 cabinet file 266 whiteboard 131 Window chat 133 Client Main 146 313 NetSupport Manager v9 Control Main 50 deploy 36 file distribution 126 file manager 129 file transfer 117 inventory 278 scan 92 view 84 Windows 2000 installation 20 314 security 158 Windows 95 98 installation 20 Windows CE 291 Windows explorer integration with NetSupport 142 Windows Millennium installation 20 Windows XP install
239. sometimes called a Viewer Client To be controlled by another workstation install a Client sometimes called a Host Will you want to run more advanced NetSupport features from the workstation such as Scripting and Deploy or use the machine as a Gateway You can further customise your installation by including a full working copy of NetSupport s training tool NetSupport School What network protocol do you 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 Windows CE compatible devices refer to Installing a NetSupport Client on Pocket PC Devices Linux machines refer to Installing a NetSupport Client on Linux Platforms 19 NetSupport Manager v9 Starting the Installation Insert the NetSupport CD The NetSupport welcome menu will automatically appear when you insert the CD If it does not access the CD ROM drive from your workstation and run SETUP EXE Notes e If you are upgrading Windows
240. st 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 201 NetSupport Manager v9 Hotkeys for Request Help 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 202 NetSupport Manager v9 Customisable Text This property sheet enables you to add customisable messages which are displayed at the Client machine C Program Fides WetSuppeat Manage chent 3 wwe Master Profde Display Customesabie Text In Abow Box Fo suppert contact emt 123 D Cort Irdertoce a Chere Seting a Help Requests Curtomeratic Test When Connected rr Protie ptori NetSupport Contiol has connected to your PC When Viewed Frew PC n cumently berg viewed Display Customisable Text 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
241. story of how often a particular Client was connected to and for what purpose Sethmgs for Comhguraten Standard OD Connecty S ag Securty Seiro Event Logging a Replay Fies User Petmersicnn iy Remote Contial a OD Control ietertoce by Fie Tranter Fite Locations 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 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 NT 2000 XP Only 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 Logfile By checking this box NetSupport will continually add to the existing entries in the log file If unchecked existing items get overwritten 222 NetSupport Manager v9 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 x Gera Replay Fise D Corrmctvty F Record Replay Fies S Secuiy F Incue Audo on Everi Loong FF Prefix Files With Chant Nama Reniy Fins In Deectory User Peemissions AAChert Replay Fiesi i we Remote Cont
242. t Using Compression Effectively Using Client Cache Effectively Remote Client Inventory Using NetSupport s Security Features Effectively Understanding IP Addresses Understanding IPX Addresses Using Command Line Instructions Integration with Active Directory Installing a NetSupport Client on Pocket PC Devices 274 NetSupport Manager v9 Unloading a NetSupport Client Should you wish to unload the NetSupport Client on Windows ME 98 95 you can obtain a utility called Clunload exe from our company website For NT 2000 XP 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 On Windows XP 2000 and NT you can stop and start 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 To restart the Client from the Client Configurator dialog box 1 Click on the Restart button on the toolbar 2 A general information and licence NetSupport dialog box will appear Or From the File drop down menu choose Stop Service 2 A dialog box will appear informing you that the Client32 Service is being stopped From the File drop down menu choose Restart Service A dialog box will appear informing you that the Client32 Service is being st
243. t Client connect options 182 disconnect options 184 event logging 189 force encryption 182 set access privileges 172 174 set password 170 set set security key 170 user acknowledgement 180 user validation 178 using log files 189 security at Control 219 compression 220 encryption 219 event logging 221 password 219 replay files 222 user permissions 223 using log files 221 security key 219 send physical fonts 192 serial link 259 services at Client See inventory settings Client 208 set up See installing planning shell extension disable explorer shell 235 showing a Client s screen 106 broadcast show 102 configure options at Client 195 enable broadcast show 210 replay files 102 116 the Control screen 102 video support 109 silent installation 31 install configuration options 32 values txt file 31 silent mode 198 software inventory 277 SOS messages sending 149 starting NetSupport 49 configure startup settings 224 subnet browse IPX networks 68 configuring the control to browse 67 IP subnet browsing 67 understanding IP addresses 285 understanding IPX addresses 286 support for Linux 293 support for Pocket PCs 291 SuSE 293 synchronisation num lock 229 synchronising directories 123 T TCP IP set at Client 161 set at Control 210 thumbnail view 95 configure settings 235 tickle packets 168 218 toolbar customise 52 use small icons 50 84 92 transport
244. t Client Configurator Basic or Advanced 2 Select Connectivity Dial in Bridge 3 Check the Bridge box and complete the form To adjust modem settings Choose Start Settings Control Panel Modems Notes e The adapter number used for dialling into a NetSupport 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 e 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 e If you attempt to dial a NetBIOS NetSupport Bridge and the adapter number is incorrect the connection will fail and an error message will be displayed 259 NetSupport Manager v9 Using NetSupport 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 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 Me 9x and Windows NT 4 0 The serial cable device is installed in
245. t HTTP connection 215 set IPX connection 212 set NetBIOS connection 214 set TCP IP connection 210 startup settings 224 user permissions 223 control panel video player 111 Control Window 50 hide options 235 list view 59 toolbar customise 52 tree view 56 Ctrl Alt Delete 83 customisable display text 180 184 202 customise toolbar 52 cut and paste remotely 141 D database Client adding 248 deleting 249 properties 251 renaming 249 default settings customise See customise deleting Clients 249 deleting files and directories 121 delta file transfer 118 242 deploy a Client configuration 42 a NetSupport license file 43 a NetSupport package 38 getting started 36 log files 47 main window 36 pre define settings 46 remote Install 35 remote uninstall 44 DHCP NetSupport Manager v9 connect by hostname 210 dial up links 256 directory copying 118 creating 121 deleting 121 synchronise 123 disable functionality 172 174 198 238 configure Control interface 235 disconnect a Client 79 a Control 148 all Clients 79 configuration options 184 distributing files 127 dual channel bonding enable at Client 166 enable at Control 216 DVD enable playback support 192 encryption at Control 219 force encryption 182 evaluation kits 28 event logging enable at Client 189 enable at Control 221 executing applications 97 explorer integration 142 disable shell 235
246. t button shows the next Clients screen in the scan cycle 93 NetSupport Manager v9 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 94 NetSupport Manager v9 Thumbnail View Monitor Mode Thumbnail View or Monitor Mode similar to the Scan feature enables the Control to view multiple Client screens simultaneously A convenient thumbnail view of each connected Client screen is displayed at the Control providing a quick and easy method for monitoring Client activity While in Monitor mode the Control still has access to the full range of NetSupport features such as View Chat and File T
247. t is a File transfer View or Chat session the data being sent and received will be compressed This also provides a means of security as the data will also be encrypted Delta File Transfer Delta File Transfer improves performance by skipping the transfer of information that is unchanged If the file being transferred already exists in the destination directory only the changed parts of the file will be updated Delta File Transfer is enabled by default 244 NetSupport Manager v9 Priority when also Viewing When you are transferring files and viewing a Clients screen 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 Update Configuration Standard Check this box to update the currently selected Configuration 245 NetSupport Manager v9 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 yo
248. t 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 and the quicker the browse will complete 219 NetSupport Manager v9 Security Options The Control Configurator provides a wealth of security features categorised as follows Settings Event Logging Replay Files User Permissions Security Settings H Cornectivty Password S gem proa e Setings Seouny Key Evers Logro pan amp Fleplay Fie 9021572 se Ute Pewrersnnnt Promt Additional Inicemation when Connecting p Aashim J i 1 Ty lect Username before daplaying logn prom H OD Control irtetace F Use Compenssion D Fie Transter F Ute Eneryption Te 2 te PES B Fie Locators 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
249. t to a Client when the Control starts All of the clients in your Known Clients List will be displayed here with the transport appended to the name For example TEST1 lt TCP gt Connect to Group Check this box to connect to a group of Clients when the Control starts All of the groups created will be 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 225 NetSupport Manager v9 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 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 Exit Program on Disconnect Check this
250. t 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 Scripting Agent Start this from the NetSupport 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 to 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 Clients to the latest version The list is endless 273 NetSupport Manager v9 Technical Reference In this chapter Unloading a Client Restarting a Clien
251. tallation 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 NetSupport Manager v9 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 When you have completed all five tabs click OK to return to the Deploy Summary dialog You can review your selections and edit if required Click Deploy to commence the installation A progress dialog will appear enabling you to monitor the deployment as it installs on each workstation Log Status Clos
252. talled Acknowledgement Tab Consider whether the workstations will be in use when commencing the deploy You can choose to e Uninstall NetSupport Immediately No prompt will be received at the workstations being deployed to NetSupport Manager v9 e Warn user before uninstalling NetSupport 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 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 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 restarted 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 requi
253. tas 87 Viewing multiple Client screens simultaneously cec 88 Blanking the Clients screen while VieWiING ccceee eset eee eee 88 Scale to Fit Mode minnisrit aaae Weleda nus iE NEE ers indie sees 88 Displaying the View Settings for a Client cccceeeeee enter eee 89 SCANNING As dhesaceata cou cnleulskntans ohsG dun E E a act taka a 90 Scan one Client screen at a time cece cece cent ee eee eee eaeaees 90 Scanning Multiple Client Screens e 91 The SCAN WINKOW ccecce eee e eee eee eee e Ee E EEE EE eR EE EEE nea 92 Thumbnail View Monitor Mode c eceeeeeee eee eee eee tee eee eaes 95 Launching Applications cece oaa e Pia e a taee 97 User Defined Tools reiini einen Meee es 100 Showing the Control screen to Clients cceceee eee eeee eee teenies 102 Showing a Client s screen on a number of Client screens 106 AUCIO SUD DOMES rectal vers asl win eth a rc a wine 107 Audio Announcement cccceeeeeee eee neta seta eae eeeaenetaeaenes 107 Adjusting Microphone and Speaker VOIUME cceceeeeeeeeneeaeees 108 Video Player SUPPOIt ieii Aet eee eee e OEE E LAAN KEETA 109 Video Player Control Panel c cceeeeeeee cence seat eee teen eeaea eee 111 Replay Files gaie a an E a e eiaa ae Ea EENE nes 113 Recording Local Activity sssssssssssssrsssrrrrrrrnrrrrerrrrernrnnrin nrn 113 Recording Replay Files At Client PCS sacci 114 Watching Recorded Repl
254. tempt is successful the Connected Clients 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 64 NetSupport Manager v9 Notes If you are using TCP IP the address is in the form gt 192 168 100 20 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 If you are using the IPX network transport the address is in the form gt 000001 12345678 If you are using NetBIOS the Client PC s address is the registered NetBIOS network name of that PC 65 NetSupport Manager v9 Connecting to Clients on different Protocols NetSupport 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 Configurator When the Control performs a Browse it looks over all configured transports Highlight the desired Client and select Connect from the Client menu Connected Clients on different transports happily coexist within the Control Operations such as File Distribution 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 t
255. th 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 Show When showing the Control screen to clients the screen information is sent to each client machine in turn Enabling Broadcast Show results in the screen information being sent to all machines simultaneously In some network environments where there is limited network bandwidth available or when showing to larger numbers of machines this will provide significant performance benefits Whilst reducing overall network traffic generated by NetSupport using this feature will generate additional broadcast packets on your network It is recommended that you consult your Network administrator before using this feature Note If you encounter problems broadcasting to Clients you may need to upgrade the version of the NetSupport Client that is installed on the target machines The broadcast show feature is only supported in version 7 10 or higher Settings If Broadcast Show is enabled select this option to set the Broadcast Address The Broadcast Settings dialog will appear 212 NetSupport Manager v9 Set IPX Connection Sethngs for Configuration Standard Geemal Fx y Conmectraty F Use IPX torr Rleceed Giants Netwod Nu
256. the Client interprets certain variables when processing the HTML These are CLIENTNAME Is replaced with the name of the Client CLIENTADDR Is replaced with the address of the Client PADDRESS Is replaced with the TCP IP address of the Client workstation HSCREENRES Is replaced with the Horizontal screen resolution VSCREENRES Is replaced with the Vertical screen resolution These variables can appear anywhere within the HTML served by the Client Internet Server PCI AX CAB Cabinet File The Cabinet file contains three files pciax inf This installs uninstalls the necessary files pciax dll The ActiveX Control tectl32 dll NetSupport Manager TCP IP Transport DLL When this file is downloaded the browser checks to see if its safe It does this by checking to see if the file has a digital certificate this doesn t guarantee that the Control is safe but it does guarantee that the Control hasn t been modified with a virus or other malicious code This file is created by NetSupport LTD and signed using a certificate and private key The certificate simply guarantee s that the binary file hasn t changed or been modified since NetSupport LTD signed it If the User trusts NetSupport LTD and continues with the download the files are extracted and the install file pciax inf is executed This copies the files to a PCIAX folder under the SYSTEM directory It then registers the Control in the registry making it available The
257. the Modem utility in Control Panel and is listed under Standard Modem Types as Dial Up Networking Serial Cable between 2 PCs You will have to add this device manually as it will not be detected automatically The serial cable device is configured in the System utility in Control Panel Click the Device Manager tab double click Modems and then double click Serial Cable On ComX where x is the COM port where your cable is attached Make sure the speed set here matches the speed of the machine that will be attached to the other end of the serial connection Windows 2000 The serial cable device is installed in the Modems tab within the Phone and Modem options utility in Control Panel and is listed under Standard Modem Types as Communications cable between two computers You will have to add this device manually as it will not be detected automatically The serial cable device is configured in the System utility in Control Panel Click the Device Manager tab double click Modems and then double click Serial Cable On ComX where x is the COM port where your cable is attached Make sure the speed set here matches the speed of the machine that will be attached to the other end of the serial connection For additional information on null modem serial cables such as the proper pin out configuration to work with the setups above please see the following article in the Microsoft Knowledge Base Q142324 Cables That Are Compatible W
258. 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 become available Copying Files and Directories NetSupport includes sophisticated File Transfer functionality that enables you to transfer files to and from a Control and Client workstation Note 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 directory are transferred This can prove most useful when updating database files between two locations where either bandwidth usage or availability is an issue To copy files and Directories from a Control to a Client 1 Select the required Client in the List View 2 Choose Client File Transfer from the Control drop down menu Or Select the File Transfer icon on the Control Toolbar 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 From the Client Tree View select the destination drive or directory into which the items will be copied 5 From the Control List select the item s to be copied to the Client 6 Click on the toolbar Copy File button 7 A confirmation dialog will be displayed click Yes 118 NetSupport Manager v9 Local Computer Client C5141 C Accounts Update
259. the servers are down Only Log 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 191 NetSupport Manager v9 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 192 NetSupport Manager v9 Remote Control Options The following Remote Control attributes can be adjusted View Settings C Progeam Files MetSuppost Manager chent32 ins Master Profile Connectivity Options SY Secr I Send Physical Fonts OY Remote Conto F Enable Screen Scrape a View Cache Site Max Colour Depth a fr me Urina IJ g Chert Interface z Profte Option Inactivity Timeout 0 none renters Enatle DVD Playback and Direct 30 support I Gucapt while viewed F Except whde 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
260. ther 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 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 Clients folder Connected Any Client that is currently connected will be displayed in this Folder Help Requests NetSupport 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 turns green 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 Groups You can organise individual Clients into Groups Once a Client is included in a Group the entire Group can be connected and worked on simultaneously without the need to connect and select them individually 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
261. tly You can also scan the network for network numbers that do and do not respond 214 NetSupport Manager v9 Set NetBIOS Connection General Newios BY Connecty Use NetRiOS TEPP Adapters select ome oe marek IPX BO TCPAP NetBIOS Newios B1 NetBEUI 82 IRK SPX NethIOS TT a Hir 3 Not found 23 Remote Disko MA Not found 23 aas BS Not found 23 UG Not found 23 3D Secuty 87 Not found 23 amp Startup 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 See adapters below 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 215 NetSupport Manager v9 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 Sethengs for Comhgurab
262. 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 v9 Contents Welcome to NetSupport ccc cece cece eee eee teeta eee eens 9 About this Manualiiccnoce ee ce03 Seid eek oe ech ane heeled tees weet 9 CONVENTIONS USE esistissi eere trentea a pE KERE E EENE ERER 10 Terminology Us di ii i eiaa ena nioa aaa ae aA iE k atai 10 About NetSupport ccccsceeeeceeeeeeeeeeeeueeeeueeeeuaeeeueeeanseeas 11 What is NetSupport Manager cccccecsee eee eeeeateeeeeeeaeeataneeneeneeas 12 FOES aii stale aia T clus dicbsh E N a atu Puja cise a ERE EETA DuA au aana 13 Applications24 conc e nE aoe ie ea 17 linistallationives fsefea ce cehs fee EE Ac eet A EE 18 Planning an Installation cece eee e eee eee eterna 19 Starting the Installation cece eee 20 Uninstalling NetSupport 0 cece eee cere eee een teenie eas 28 Evaluation Kit Acdece care hip anes Ave aa ei a E E 28 Advanced Installation sssssssnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnn 29 Creating an administrative network installation
263. to use the workstations sound card to generate the beep through speakers in which case un check this box Beep while being Viewed every n seconds While a Control is viewing the Client an audible beep will be sounded 200 NetSupport Manager v9 Help Request Settings This property sheet is used for configuring the Clients Help Request access You can specify the NetSupport Controls that the Client can forward Help Requests to or even link to a third party web based helpdesk system C Program Files NetSupport Manager client32 ini Master Profile xj JE Connectivity Select a URL for Help Request Hl Security T Use URL re y Remote Control i ee Ell Client Interface Available Controls a EER J a Client Settings Controls that are Available to connect to from the Help Request and Call Control dialogs we Help Requests a Customisable Text CH Profile Options Options ea T Disable connections from Help Request dialog T Always show Controls in Help Request m Hotkeys for Request Help oe Mv Alt FE Control M Left Shift 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 have them use NetSupports help request feature To enable check the Use URL box and enter the appropriate URL Available Controls Lists the Controls that are available to connect to from the Help Reque
264. trol 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 Note Clients can initiate Chat sessions with the Control by opening the Client Main Window and choosing Commands Chat 134 NetSupport Manager v9 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 4 5 6 At the required Client workstation s choose NetSupport Configurator from the NetSupport Program Group The NetSupport Client Configurator will appear Choose the Advanced Configurator option and select the profile to amend From the list of Configuration options select
265. trol 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 2 Choose Add Gateway The Add a Gateway wizard will appear Add a Gateway x Add a name and a description for this new gateway Name Atlante Description EE cow tte 3 Enter a Name and Description for the Gateway Click Next 4 Enter the IP Address of the machine where the Gateway is installed and confirm the Port number to use 3085 will be specified by default Click Next 5 Enter the Gateway Key This must match the Key set at the Gateway and Client end Click Finish 6 The new Gateway will be added to the list view 7 Repeat the above process for any other Gateways that the Control needs to use Control Gateway Client Communications Now that all the elements are in place you are ready to attempt connections through the Gateway The Gateway serves 3 basic purposes To receive and store Client registrations For a Client to be available to a Control it must connect and stay connected to the Gateway The Client indicates its readiness by periodically polling the Gateway that it has been configured to use The Gateway stores the Client details in an internal table 74 NetSupport Manager v9 Respond to Browse commands from the Control Once the Control has added the required G
266. trol they send the help request to and the Control can specify when they are available to receive the message Help Requests appear in the Help Request folder in the Tree View Short cut key combinations set in the Control and Client Configurators Hypertext Transfer Protocol The protocol used to transmit and receive all data over the World Wide Web A NetSupport Gateway uses this protocol to enable connections to Clients Controls across the Internet A picture or symbol that represents an object task command or choice users can select by pointing and clicking with a mouse If a connected Control has not carried out any mouse keyboard or file transfer activity for the specified period of time the Client will assume that the connection is no longer required and disconnect automatically 1 To prepare for use 2 In communications to set a modem and software parameters at the start of a session Inventory IP Address I PX SPX Known Clients LAN Leased Line NetSupport Manager v9 Can be run on a Client workstation informing you of the hardware specifications and the applications installed on the workstation See Remote Client Hardware and Software Inventories in the Technical Reference section of this manual Internet Protocol Address An IP address is a number that identifies each sender or receiver of information that is sent in a packet across a network or the internet Before a workstation can
267. ttons 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 52 NetSupport Manager v9 Add gt gt Choose an item from the Available Buttons and select the position for this item in the Current Buttons list The item is inserted after the selected item when you press the Add button Separator gt gt Press this button to insert a separator into the Current buttons list after the selected item Separators are used to visually group buttons together lt lt Remove Choose an item from the Current button list to remove and then press this button The item will be added to your Available buttons list unless it is a separator in which case it is just removed Reset Pressing this button restores the 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 53 NetSupport Manager v9 NetSupport Manager Control Toolbar Buttons Button nHReR ESV AEeTaewer uo A Name Add to Group Announce Available Browse Chat Configurations Connect Dial Disconnect Disconnect All Execute File Distribution File Manager File Transfer Inventory Function Add the se
268. u are connected to that Client If you want your changes to become the Control default check the Update Configuration box Sethngs for Comfiguratan Standard Germ al on D y Connectray teni ns g Securty c nm BY Rente Cortied Duo o y e ol Irtesiace ee di Settings Furcbons oe 9 Networks File Hep Request Bemcte s Fie Tranctee 4 Fie Locations a 2 uge Stet Fie Co cet J o te Client File Use Browse to specify an alternative location for all Control s Client details To make files Read Only check the Client List Read Only check box in the Control Configuration User Interface settings Group File Use Browse to specify an alternative location for all profiled Control s Group details To make files Read Only check the Group List Read Only check box in the Control Configuration User Interface settings 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 Directory Read Only check box in the Control Configuration User Interface settings 246 NetSupport Manager v9 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 247 NetSupport Manager v9 Managing and C
269. u bar The Group Property sheet will be displayed The Group Property Sheet has two tabs General and Members The General Tab displays the following information The name of the Group A description for the Group The Members Tab displays the following information Lists the Clients in the Group 254 NetSupport Manager v9 Remote Communications In this chapter Remote Communications Overview Optimising Remote Connections Setting up Remote Communications The NetSupport Bridge Setting up a Modem Using NetSupport Over A Null Modem Serial Cable Using NetSupport over the Internet 255 NetSupport Manager v9 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 Communications 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 i
270. undreds 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 See below for special considerations on Windows NT 4 0 Client Power On To Power on a NetSupport 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 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 3 The Client workstations will now Power On To Power On a Group Of Clients 1 Open the Group Folder in the Tree View and select the required Group 2 Choose Group Power On from the Control Window drop down menu Or Right click on the Group and choose Power On 3 The Client workstations will now Power On 80 NetSupport Manager v9 Client Power Off NetSupport uses the Advanced Power Management
271. upport will provide you with a floating toolbar while in Full Screen Mode 87 NetSupport Manager v9 Viewing multiple Client screens simultaneously NetSupport enables you to View multiple Clients screens simultaneously each in its own Window You can even scale their individual View Windows to fit on the Control s screen To View multiple Client screens 1 View each Client you want to include 2 From the Control Window drop down menu or any Client View drop down menu choose Window Tile and then select which NetSupport 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 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 Vie
272. ustomised to show specific information choose View Toolbar Customise To record the activities and events that take place on a workstation while it was remote controlled The records are stored in a data file To identify the user using a name and password to a workstation after connecting to it over a communications line To end a session with a workstation accessed over a communications line Also known as Logout Media Access Control On a network the MAC address is a workstation s unique hardware number The MAC address is used by the Media Access Control sublayer of the Data Link Control DLC layer of telecommunication protocols There is a different MAC sublayer for each physical device type The Data Link Layer is the protocol layer in a program that handles the moving of data in and out across a physical link in a network A name typically used on Microsoft networks to identify a particular workstation on the network Also called the Computer Name See Script Way for a Control to communicate a message to multiple Clients simultaneously A dialog window appears on the Client screen they must click OK for the message to disappear Hardware used to allow workstations to communicate over phone lines It modulates a digital signal from a workstation to an analogue signal for transferral over phone lines Use preinstalled audio hardware to communicate and available avi mpg video files to demonstrate
273. ux or MAC Based System Disconnecting Clients Rebooting or Logging out Clients Power Management Sending Ctrl Alt Delete Viewing Clients Blanking the Client screen View Modes Viewing multiple Client screens simultaneously Scanning Client screens Launching Applications on Client workstations User Defined Tools Showing the Control screen on Client workstations Showing a Client screen on a number of Client screens Using Audio Support while Viewing or Showing Using Audio Support to make an announcement Adjusting microphone and speaker volume Video Player Support Video Player Control Panel Recording Replay Files Watching recorded Replay Files Showing Replay Files to Clients Transferring Files to a Client workstation Arranging multiple file Transfer Windows Distributing Files to Clients Managing Files on Control workstations Control Client Chat sessions Sending Messages to Clients Dealing with Help Requests Capturing a Clients Printer Output Remote Clipboard Integration With Explorer 48 NetSupport Manager v9 Starting the NetSupport Control To start the NetSupport Manager Control program 1 Double click on the NetSupport Control icon in your NetSupport Program Group Or Choose Start Programs NetSupport NetSupport Control from your operating system As NetSupport Manager initialises you will see a window in the middle of your screen with the NetSupport logo and version information This only appears for
274. ving 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 subsequent Control session The Advanced Client Configurator covers five areas e Connectivity e Security e Remote Control e Client Interface e Profile Options Li Program Iiles NetSupport Manager chentizini Master Profile xj S Conraciiy TOPAP Ice F Use 1CPAP Por 5405 en o Select IP Addere to Later orx dein brida arans Web Detentions a D Souny Ten a Remote Control OD Chet Irntetace Prot Options 160 NetSupport Manager v9 Connectivity Options These property sheets are used to set which protocols the transport will allow a Control to connect to it by The NetSupport Client supports multiple protocols meaning that you can set it up to respond to NetSupport Control s 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
275. w multiple screens simultaneously to maintain an overview of a number of selected workstations Note Using Scale to Fit does impact on the quality and clarity of the View and is designed to allow you to monitor a screen as opposed to work on it Try it for yourself and decide what level of scaling is acceptable for your purposes To view a View Window to scale 1 From the Client View Window choose View Scale to Fit Or Click on the Scale to Fit icon on the View Toolbar 88 NetSupport Manager v9 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 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 3 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 Note If you edit the Client Settings the changes you make
276. was logged off when the Control connected 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 185 NetSupport Manager v9 Logoff 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 186 NetSupport Manager v9 Protect Configuration Settings This property sheet allows you to protect the Client Configurations C Program Files NetSuppeet Manager client 32 int Master Profile Cornmctrety D Sony Configurator Pasonard Acoess Prvieges CS User Acknowledgement NT Opsiens Corect dutherticate Ure and Pariword with NT e Disco
277. y which IP addresses can access the internal workstation and which Port is open TCP IP Ports Used By NetSupport Control to Client The NetSupport Control uses TCP IP port 5405 to send IP requests to Clients and the NetSupport 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 5421 is registered for this purpose Connecting to Controls and Clients INSI DE Proxy Servers This will not be possible with Proxy Servers as they will not provide a means of address translation A Proxy Server by design will not allow connections into a protected network 76 NetSupport Manager v9 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 Client Main Window drop down menu 3 Enter either the hostname or IP address of the
278. you have many Clients on your network you may only be interested in those that begin with a certain word or letter If you have Clients that begin with ADMIN typing this in would return Clients such as ADMIN1 ADMIN_OFFICE and ADMINISTRATOR To find all available Clients leave this field empty Only Clients Requesting Help Select this check box to browse only for Clients that have requested help Include Gateway Clients Check this box to include Gateway Clients when Browsing Click OK to begin the browse An information box will advise you that the Control is browsing for Clients Press Cancel to abort your browse for Clients This will take a few seconds after which a list of Available Clients on the Network meeting the criteria will be displayed in the Browse folder You can then right click on individual Clients to connect to them display their properties or carry out tasks 62 NetSupport Manager v9 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 Client 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 Browsing Local Network Please Wait oy Cancel If the Client has been configured with security passwords you will be prompted to enter your USERID and the corre
279. you view a client by default you start viewing in Share Mode If you prefer to start viewing in a different way change the style from the list provided Cache Size The NetSupport Control contains a cache to help improve overall performance The cache sizes range from 1Mb 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 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 accurate representation of a DOS Screen Change J apanese 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 229 NetSupport Manager v9 Keyboard Mouse Settings Sethngs for Comfguratan

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