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WorkPlace 10.6 User Guide SonicWALL / Aventail

1. a SonicWALL Aventail WorkPlace 10 6 User Guide SonicWALL Fcass SONICWALL Aventail amp DYNAMIC SECURITY FOR THE GLOBAL NETWORK ECLASS Secure Remote Access SonicWALL Aventail WorkPlace User Guide i Table of Contents GEUING Started o 5 5444555 AAA RSS Ses CAMERAS AR SHEE AA SEES OES 1 WorkPlace OvervieW 9 6 0 0 aa bbe a He wy OR eh OEE OOS EEG eee DEERE DSSS ORD REE ele e UWS x 1 The NetWork Explorer Parcare rte reisd de duu tee eee oe oo OA ERED EEE Eas awe lo eee es 2 Access Methods and ReSOurceS serra Ga ae 2 Logging In LO WorkPlace o tcceee ca c cake eee toes asada Rhee A DG he Sb began ehh eee ee ee ew we 3 changing YOUR PASSWOPRG seres eck om ot hei oe deed dere aS ew E 4 Entering Credentials Using the Virtual Keyboard 0 es 5 Logging Out OF WOrkKPlaCe sca Ga 64 8 84 oo eee RS ARA Ce ESO SEEKER SEEGERS EES EED EG Be Ea 5 Accessing Network RESOUICES 206 cus w ketenes dade dbeddaddd eeen a A AAA A e 5 USING SHOVELS ce oie edt eee irreal Ee oe eee 6 Using the Intranet Address BOX e ye Serb eee ee EERE ERD ee a NI ee eR ee ed 7 Accessing Web Resources Using the Intranet Address BOX oo 7 Accessing Network Resources Using the Intranet Address Box saoo a es 7 Accessing Terminal Servers Using the Intranet Address BOX aoaaa a es 8 USO BOOKMARK gicgped nee eased GheGagadan rd COREE a a ee ss IDO eee 8 Adding BOOKMaFKS sen a o Peete sade ee eed da E ee ee
2. 2 Click the Delete file button 3 Click Delete ECLASS Secure Remote Access 20 SonicWALL Aventail WorkPlace User Guide Virtual Assist To delete multiple files 1 In the left navigation pane of the Network Explorer page click the name of the folder that contains the files to delete 2 In the right pane select the check boxes to the left of any files that you want to delete To delete all of the files in the folder select the check box at the top of the list 3 Click the Delete selected files button xi 4 Click Delete This section describes the Virtual Assist feature from both the technician and client point of view What is Virtual Assist SonicWALL s Virtual Assist is a remote support tool that enables an administrator or help desk technician to assume control of a user s PC or laptop to provide remote technical assistance With the user s permission the technician downloads the executable to the user s computer then gains instant access to the computer to diagnose and fix a problem remotely There are two versions of Virtual Assist the User Customer View and the Technician View The customer is the person requesting assistance on their computer The technician is the person providing assistance Note As of release versioni10 6 0 both user and technician must be running the same version of the Virtual Assist client due to incompatibility with earlier versions Virtual Assist is fully supported on Win
3. Assist from the Technician View Technicians can connect to the SSL VPN appliance through two methods e If you are on the same LAN as the appliance you can connect directly using the appliance s internal IP address e If you are not on the same LAN as the appliance connect through OnDemand Tunnel and then point your browser to the appliance ECLASS Secure Remote Access SonicWALL Aventail WorkPlace User Guide 21 Note If you already have the Virtual Assist client installed you can launch it then log in through the client interface However as the Virtual Assist client will not prompt for a password change do not use this method with a new technician user account where the User must change password at next login option is enabled Installing the Virtual Assist Application To launch a Virtual Assist session as a technician perform the following steps 1 Log in to the appliance management console and click Virtual Assist from the main navigation page 2 Under the Downloads heading click the Download link for the technician application 3 A file opening dialog box appears for the VASAC exe file Click Save File Opening VASAC exe You have chosen to open ASAC exe which is 4 Binary File From https 192 168 200 122 0443 Would you like to save this File Save File i Cancel 4 An Open File Security Warning pop up window displays for the application Click Run The Virtual Assist cli
4. Desktop Your system administrator can configure WorkPlace to require Cache Cleaner or Secure Virtual Desktop for data protection Both Cache Cleaner and Secure Virtual Desktop provide data security by removing sensitive information from your computer after each session This is especially important when you access your remote network from public computers such as those found in Internet kiosks or hotel business centers Notes e Secure Virtual Desktop is supported only on Windows clients Cache Cleaner is supported on clients running Windows or Mac OS X Cache Cleaner and Secure Virtual Desktop perform cleanup actions and then exit when you do any of the following Click Logout on the WorkPlace portal page Close the browser window in which WorkPlace is running e Manually exit Secure Virtual Desktop e Are inactive for a certain period of time determined by your administrator Before it exits Cache Cleaner removes all temporary data cached by any Web browser used during your network session including cookies browser history stored passwords auto completion text downloaded files and temporary files Before exiting Secure Virtual Desktop closes any applications open within the desktop emulator removes all programs installed via the desktop emulator and deletes all data downloaded from the VPN and exits all VPN client programs As part of the data deletion process Secure Virtual Desktop obfuscates the data by writing random or z
5. User Guide Using Network Explorer The Java based Network Explorer displays the file system on the local machine in the left pane and the remote location in the right pane The right pane allows you to browse network domains and computers and their associated file shares Using the two panes you can manipulate files and copy between the remote and local file systems Users can also set up bookmarks from within Network Explorer to quickly navigate through networks from the portal level Network Explorer leverages Sun s Java platform browser plug in to increase usability by mimicking the common Windows Explorer interface featuring drag and drop and multiple file selection capabilities With the help of the HTTPS protocol Network Explorer securely transfers encrypted files and information to and from the EX Series appliance The appliance communicates this data to the individual machines on the remote network To use the Java based Network Explorer you must have Sun JRE installed on your local computer JRE Version 1 6 0 Update 24 or newer is recommended To download the latest Java and JRE versions visit http www java com The administrator must enable Network Explorer for users to use it The remote computer must have shared folders for files to be copied or moved Sharing policy must be set from within the remote computer s own operating system In Network Explorer each pane has its own controls and displays a Location Bar which shows t
6. alerted that you are ready A Technician will be available to help you shortly You may cancel your request anytime by clicking the Cancel button Your current time in queue is 1 07 Add Infomation Please inform the technician of your ticket ID located below Click Add Infomtion above to provide additional details Your Ticket ID TODOD6 11 Click Add Information to add a description of the problem or any other information that could be useful to the technician amp Waiting ole 28 3 Add Infomation 12 When the technician initiates the session the Virtual Assist toolbar appears in the bottom right of your screen The technician now has control of your computer E Virtual Assist S Status Trusted O Open Chat Dialog D Exit Virtual Assist Press Chrl Alt T to change to Active Status Mo prompts will occur while in Trusted Status ECLASS Secure Remote Access 32 SonicWALL Aventail WorkPlace User Guide Initiating Virtual Assist on a Mac OS Client To launch a Virtual Assist customer session to request help on your Mac OS computer you need the Virtual Assist client application There are two methods to access the client application e Log into Aventail WorkPlace and click the Assistance button e View an email invitation and click on the link in the email The Virtual Assist plugin will be installed The client is downloaded as a compressed tgz archive You will need to extract
7. descriptions subject to change without notice 06 10 SW 996 232 002043 00 Rev B 03 2012
8. ee e 8 Reordering BOOKMOalKS ocres sde 9 DELTO BOOKMARKS s 9 e ei and ds o ea a o a gd Ec ee ae 8 9 Working with Folders and Files es 9 Using Network Explorer es 10 About the Network Explorer ToolbarS 0 oo 11 Creating and Using Bookmarks in Network Explorer o o e 11 Copying or Moving Files Or Folders usos ios e a bis A ERA 13 Opening or Launching a File in Network Explorer 0 lt lt es 13 Deleting Files or FolderS ooo 14 Using the HTML Based Network Explorer o 14 Displaying the HTML Network Explorer Page 0 o o aaa aaa 15 Working WIMFOIGGIS oscense iaa A a ced hee EES ESE SD 15 Working WIth FIGS 22226 00 odew ee oa aaa area OA Eee ee 17 VIUGLASSS ach aca ne heen ee OR ee ed ae ee ee ew rey se ee 20 What is Virtual Assist 0 00 4 x be ewww eee eee oe oO 6 A e eee 20 Using Virtual Assist from the Technician View a a a 20 Installing the Virtual Assist Applicati0N 21 Selecting a Virtual Assist Mode ooo 21 Configuring Virtual Assist Settings ciesvceencaci dived be eee eee be ee ee Pee eee Oe eke es 22 Launching a Virtual Assist Technician Session 2 0 o ooo 24 Performing Virtual Assist Technician TaSkS es 26 Inviting Customers by EMail a es 26 ASSISLING CUSTOMS acerca fi a or aera ae ee ee a OO we di ee a a a ww a
9. in the box below the Log in to box SONICWALL Aventail WorkPlace Please log in Log in to Split Tunnel Redirect 411 SO ie ODProxyOynamic 2 Click Next 3 If configured by your administrator the Acceptable Use Policy screen AUP appears The AUP may display specific messages or instructions you will need to agree to Click Accept to continue If you do not accept the license agreement you will not be able to access WorkPlace SONICWALL Aventail WorkPlace Split Tunnel AUP This is the Acceptable Use Policy for accessing the remote network Decline 2011 SonicWALL Inc ECLASS Secure Remote Access 4 SonicWALL Aventail WorkPlace User Guide 4 When prompted for credentials enter them and then click Login Your administrator can offer an alternative method for providing your credentials using a virtual keyboard Some administrators may even require it if for example there is concern that a user s login credentials might be stolen To enter your credentials without typing them click Use virtual keyboard and point to characters on the keyboard display Windows users are prompted to install Aventail Access Manager which takes care of installing agents and clients through the browser Once it is installed you automatically receive client updates Click Continue then click Run and accept the software in any security warnings that may appear Aventail Access Manager A new version of
10. that can uncompress zip files such as WinZip PKZIP or StuffIt Also some versions of Windows can uncompress z ip files e Creating the compressed file and downloading it may take some time depending on the size and number of files Uploading Files The folder page may include an option for uploading files from your computer to the current folder If WorkPlace is not configured to allow uploading files you will not see this option gt To upload a file to a folder 1 In the left navigation pane of the Network Explorer page click the name of the folder to which you want to upload the file 2 Click the Upload file button 4 ECLASS Secure Remote Access SonicWALL Aventail WorkPlace User Guide 19 3 Next to the Source file box click Browse to locate the file you want to upload from your computer 4 Click Upload Copying Files You can copy a file to another folder on your network You can also rename the file at the same time you copy it Before copying a file make sure that the folder to which you want to copy the file already exists The destination folder for the copied file can be anywhere on the network gt To copy the current file 1 In the right pane of the Network Explorer page click the name of the file you want to copy The File Details page appears 2 Click the Copy file button 1 3 In the Destination path box type the new location for the copied file You must specify a path for the file using t
11. the Aventail Access Manager is available Click Continue to install it Continue File Download Security Warning Aventail Access Manager Do you want to run or saye this file The setup program will now download To run the setup progra prompt displayed by your web browser Name AventailComponents exe Type Application 635KB File Download Security Warning x From 192 168 200 32 Do you want to run or save this file z f Name AventailComponents exe Type Application From wpn example com While files from the Internet can be useful this file type can E Save TET potentially harm your computer If you do not trust the source do not lt tun or save this software What s the risk D While fies from the Intemet can be useful this fie type can potentially ham your computer If you do not trust the source do not run or save this software What s the isk Notes e The URL you use to log in to WorkPlace is provided by your system administrator e Depending on how your administrator has configured WorkPlace all other open browser windows may automatically close at WorkPlace startup leaving only the WorkPlace browser window open e In some cases you may be prompted to accept an Aventail security warning before WorkPlace can start For more information see Using Cache Cleaner on page 38 Changing Your Password Your administrator has the option of allowing you to change your own password in WorkPl
12. you may be placed in a more trusted zone than if you are logging in from an airport kiosk Your zone status may determine whether an Aventail data security agent such as Cache Cleaner or Secure Virtual Desktop is deployed This zone information can also be helpful in troubleshooting WorkPlace problems Troubleshooting Tips This section describes how to troubleshoot basic WorkPlace problems Troubleshooting Full Network Access Problems If you are having trouble connecting to your network resources with full network access see if your problem is addressed in the following list of troubleshooting tips If the problem persists contact your system administrator e If you use a personal firewall you may need to configure the firewall before you can access your network resources To do this configure the firewall to allow ngvpnmgr exe to access the Internet and add the remote network s host name or IP address as a trusted host or zone For more information contact your system administrator e Depending on how your administrator has configured WorkPlace your local network resources may be unavailable when you are connected to the VPN If you are unable to access a local network resource such as a network printer quit the access agent or log out of WorkPlace and then try again e If you are a restricted user that is without administrative privileges ensure that your Web browser is configured to support Java Note that you must
13. Assist customer session on your Linux computer you can either e Respond to an invitation from the Technician e Perform the steps shown below gt To launch Virtual Assist 1 Log into Aventail WorkPlace and click the Assistance button to download the client The client will be downloaded as a compressed tgz archive Extract the files You will see a Virtual Assist folder 2 Go to the command line shell Execute sudo install on the folder ECLASS Secure Remote Access SonicWALL Aventail WorkPlace User Guide 35 3 Then type VirtualAssistGUI on the command line The application will open If the Server address is not auto propagated in the login window enter the Server address and click Request Support The server address can be either an IP address or hostname of the SonicWALL EX Series appliance Virtual Assist Login 5 5 0 9 x Settings Help y me Request Support Request Support 4 Enter the hostname or address of the Aventail server appliance 5 If the Server address is not auto propagated in the login window enter the Server address and click Request Support The server address can be either an IP address or hostname of the SonicWALL SSL VPN appliance 6 You will be prompted to enter your user name and an Assistance Code Authentication Enter information needed for customer authentication User Name jsmith Assistance Code authcod 7 You may be prompted to read and accept
14. Change background image No prompts wil occur A while n Trusted Ramus The technician now has complete control of the customer s keyboard and mouse The customer can see all of the actions that the technician performs During a Virtual Assist session the customer is not locked out of their computer Both the technician and customer can control the computer although this may cause confusion and consternation if they both attempt to drive at the same time The customer will see a small tool bar in the bottom right of their screen displaying three options D Exit Virtual Assist Press ChrlAlt T to change to Active Status No prompts will occur While in Trusted Status These customer options are e Trusted Active Toggles to the View Only mode where the technician can view the customer s computer but cannot control the computer Chat Initiates a chat window with the technician End Virtual Assist Terminates the session ECLASS Secure Remote Access 28 SonicWALL Aventail WorkPlace User Guide Using the Virtual Assist Taskbar and Tab Controls The Technician s view of Virtual Assist includes a Taskbar with a number of options 422950330 Irrite Chat Service Logging Viewer Options Expand About Invite Displays the Email Invite pane Chat Displays the chat window to communicate with the customer Service Displays the service queue of customers awaiting service Logging Displays the log window Vi
15. a disclaimer Click OK 8 A pop up window indicates that you are in the Virtual Assist queue The technician will be alerted that you are ready Click Cancel to cancel the Virtual Assist request Waiting A Technician will be available to help you shortly You may cancel request anytime by clicking the P Cancel button Your current time in queue is 0 33 Please inform the technician of your ticket 1D located below Click Infomtion above to provide additional details Ticket ID 18zyc257 Request Namejsmith ECLASS Secure Remote Access 36 SonicwALL Aventail WorkPlace User Guide 9 Click Add information to provide the technician with information about your issue r Add Information x Issue Description need help to setup Thunderbird Technician Comments Modify description below no longer than 128 characters Unable to connect When the technician initiates the session the Virtual Assist toolbar appears in the bottom right of your screen The technician now has control of your computer Sonicwall Virtual h q FR Status Trusted 0 Exit Virtual Assist Press Ctrl Alt U to change to Active Status No prompts will occur while in Trusted Status Changing the Virtual Assist Level of Control There are three levels of control that a customer can grant to the technician e View Only The technician can view the customer s computer but cannot control it e To switch to View O
16. ace If a user initiated password change is allowed you ll see the Change password checkbox gt To change your password in WorkPlace 1 Click the Change password checkbox 2 Enter your current credentials and then click Log in 3 On the password notification page re enter your old password and then enter and confirm your new one ECLASS Secure Remote Access SonicWALL Aventail WorkPlace User Guide 5 Entering Credentials Using the Virtual Keyboard The administrator can offer you an alternative method of providing your credentials in WorkPlace using a virtual keyboard Some administrators may even require it if for example there is concern that a user s login credentials might be stolen gt To enter your credentials using the virtual keyboard in WorkPlace 1 Click the Use virtual keyboard checkbox a keyboard is displayed in WorkPlace If your administrator requires that you use the virtual keyboard it is already displayed Log into Students Username US English e Use virtual keyboard Help Login 2 Click the letters for the username To enter a capital letter first click the Shift key on the virtual keyboard 3 Use your mouse to move the cursor to the password box and then click the letters for your password Logging Out of WorkPlace When you have finished working with network resources using WorkPlace you should log out to close your session gt To lo
17. ails in WorkPlace Your administrator may also make client installation packages available for download For more information see Access Methods and Resources on page 2 e Browsing network resources You can use the WorkPlace Network Explorer page to browse a Windows network including shared folders and files For more information see Working with Folders and Files on page 9 Notes e Accessing some items may require you to log in if special permissions are required for that item WorkPlace first attempts to access network share resources using your WorkPlace login credentials if the resource requires different credentials you are prompted to supply them Using Shortcuts When you start WorkPlace you see the shortcuts that your administrator has configured for you How they are organized in groups or on different pages is up to your administrator You can click these links to directly access Web content applications shared folders or terminal servers Shortcuts to Windows Terminal Services or Citrix resources provide an Edit icon to allow you to change the screen resolution if enabled by your administrator Any changes you make will be used every time you click the shortcut for that resource If you do not make any changes the screen resolution set by your administrator is used SONICWALL Aventail WorkPlace aoe Se Se ees Access Web Zone Default Allow Zone User extrawebuser Session start 18 08 Home T
18. any bookmarks you want to delete and then click Delete 3 Click Save Working with Folders and Files WorkPlace enables you to work with network files and folders on a network using a Web browser much as if you were working locally on the network To access file and folder utilities click on Network Explorer WorkPlace automatically displays one of two possible Network Explorer interfaces Java based Network Explorer The Java based Network Explorer has a similar look and feel to the Windows Explorer tool featuring drag and drop multiple file selection and bookmarking capabilities The interface displays the local computer in the left pane and the remote location in the right pane See Using Network Explorer on page 10 HTML based Network Explorer If Java is not available on the computer the HTML based Network Explorer is used The HTML based Network Explorer enables you to work with network files and folders on a network using a Web browser much as if you were working locally on the network The Network Explorer page displays shared folders or files that you have permission to access and provides access to file and folder utilities You can use this Network Explorer to browse domains servers shares folders and files Small form factor devices and mobile devices typically use the HTML based Network Explorer See Using the HTML Based Network Explorer on page 14 ECLASS Secure Remote Access 10 SonicWALL Aventail WorkPlace
19. at folder Lisales leads westregion active e To move up one level to the parent folder click the Up button in the navigation pane k If you do not have permissions to access the parent folder this button does not appear e To update the contents of the navigation pane click the Refresh button This ensures that you are viewing the latest version of a network resource For example if you create a new file or folder and it does not show up in the navigation pane click the Refresh button to update the display Notes e Accessing some items may require you to log in if special permissions are required for that item WorkPlace first attempts to access network resources using your WorkPlace login credentials if the resource requires different credentials you are prompted to supply them e Depending on your network environment you may be able to access folders on your networked desktop computer mobile device etc To do this you must make those folders available using the Windows Sharing feature on that computer See your Windows documentation for more information about sharing folders Displaying the HTML Network Explorer Page You can display the HTML Network Explorer page by doing one of the following the methods available to you depend on how your administrator has configured WorkPlace e Click an appropriate network shortcut in WorkPlace e Type a UNC path name in the Intranet Address box Working with Folders When workin
20. ate Sorts items by the last time they were changed oldest to newest Creating Folders You can create a folder within the current folder gt To create a folder 1 In the left navigation pane of the Network Explorer page click the name of the folder in which you want to create a new folder 2 Click the New Folder button 3 In the New Directory Name box type the name of the folder you want to create and then click OK Renaming Folders You can rename the current folder gt To rename a folder 1 In the left navigation pane of the Network Explorer page right click the name of the folder to rename 2 Select the Rename option from the right click menu 3 In the Rename to box type a new name for the folder and then click OK Deleting Folders You can delete the current folder if it is empty to delete a folder that is not empty first delete the files in it see Deleting Files on page 19 You are prompted to confirm before deleting the folder gt To delete a folder 1 In the left navigation pane of the Network Explorer page click the name of the folder to delete 2 Click the Delete folder button ik 3 Click Delete ECLASS Secure Remote Access SonicWALL Aventail WorkPlace User Guide 17 Working with Files When working with files you must have the correct permissions to perform certain actions these are the same permissions you would need if you were working directly on the network Openi
21. be running the Sun Java Runtime Environment JRE the Microsoft JVM is not supported e If you are an unrestricted user ensure that your Web browser is configured to enable either ActiveX controls or Java e If you are prompted to enable the ActiveX control in your Web browser be sure to click Yes ECLASS Secure Remote Access SonicWALL Aventail WorkPlace User Guide 41 If you receive an error message indicating that the tunnel could not be established contact your system administrator for more information If you have full network access you will see an icon in the taskbar notification area If the access agent stops running or if you experience an interruption in service a connection status alert appears above this icon The information displayed in this alert may be helpful in troubleshooting the problem Troubleshooting Agent Provisioning or Activation Problems The first time you log in to WorkPlace you may be prompted to install Aventail Access Manager It installs and manages updates for any agents required to access your network If an error should occur during the installation process it is recorded in a log file that your system administrator can use to troubleshoot the problem Once Aventail Access Manager is installed the only other time you may be briefly aware of it is when an agent needs to be updated If you are having trouble installing or using an access agent try the following Enable ActiveX in your Web brows
22. chnician Session below x Virtual Access Select this mode to make your computer remotely accessible at all times from the Aventail appliance 2 Click Change Mode again to login with the selected mode You may be presented with additional screens depending on the mode selected Configuring Virtual Assist Settings The Virtual Assist Settings window can be accessed either by clicking the Settings button in the top left corner of the application window or by right clicking on the Virtual Assist icon in the taskbar and selecting Settings The Virtual Assist Settings window has three panes e Proxy Settings Allows users to configure a Proxy server to access the Aventail appliance There are three options for configuring proxy settings E Settings mee 9 Automatically detect settings C Use automatic configuration script C User Proxy Server Internet Explorer proxy settings e Automatically detect settings To use this setting the proxy server must support Web Proxy Auto Discovery Protocol WPAD which can push the proxy settings script to the client automatically e Use automatic configuration script If you know the location of the proxy settings script select this option and enter the URL of the script in the Address field e Use proxy server Select this option to enter the Address and Port of the proxy server Optionally you can enter an IP address or domain in the Bypass Proxy field to allow dir
23. coverable Using the HTML Based Network Explorer If Java is not installed on the computer the HTML based Network Explorer is used The HTML based Network Explorer enables you to work with network files and folders on a network using a Web browser much as if you were working locally on the network The Network Explorer page displays shared folders or files that you have permission to access You can browse these domains servers shares folders and files by clicking links on the Network Explorer page The navigation pane at the left displays a list of resources available on your network The pane on the right enables you to work with folders and files The HTML Network Explorer page provides two modes of operation e Folder mode When working in folder mode you can browse available folders and their contents upload a file to a folder download multiple files as a compressed file create a new folder or rename or delete a folder For more information see Working with Folders on page 15 e File mode When working in file mode you can rename copy move delete or view the properties of the selected file For more information see Working with Files on page 17 ECLASS Secure Remote Access SonicWALL Aventail WorkPlace User Guide 15 Navigation tips e When viewing the contents of a server or folder the navigation pane shows the full path to the current folder as a hyperlink Click any portion of the link to go directly to th
24. de ee eh 26 Using the Virtual Assist Taskbar and Tab ControlS ooo 28 Using Virtual Assist from the Client View 0 06 es 28 Initiating Virtual Assist on a Windows Client 0 aaa a a a 29 Initiating Virtual Assist on a Mac OS Client oo 32 Initiating Virtual Assist on a Linux Client 2 a 34 Changing the Virtual Assist Level of Control oo 36 Ending a Virtual ASSISU SESSION diras ada a EA 37 Using Virtual Assist in Unattended Mode oo 37 Cache Cleaner and Sec re Virtual Desktop lt is iaw asa caw bee A e a we oe di 38 Using Cache Cleaner 1 cc es 38 Using Secure Virtual Desktop es 39 TOUDIESMOONNO cenar aug a se eaeeneaeee AAA eee eee eee eae 40 Viewing Connection Status Information 0 0 00 es 40 Viewing Security Zone Information 2200 deakwe an eacehet eb eet idee ee card e du dda 40 TROUBDIGSNOOUNG TOS AAA 40 Troubleshooting Full Network Access ProblemS 0 o es 40 Troubleshooting Agent Provisioning or Activation ProbleMS 0 00 ee es 41 ECLASS Secure Remote Access ii Table of Contents ECLASS Secure Remote Access SonicWALL Aventail WorkPlace User Guide 1 Getting Started The WorkPlace application enables you to securely access private network resources including Web sites Web and client server applications terminal servers and shared folders or files from a Web browser This section provides an overv
25. dows platforms Virtual Assist is certified to work on Windows 7 Windows Vista and Windows XP MAC OS and Linux clients are supported as standalone executables with full functionality The Technician App is only supported on Windows systems A Virtual Assist session consists of the following sequence of events 1 The technician launches Virtual Assist from the SonicWALL Aventail WorkPlace 2 The technician monitors the Assistance Queue for customers requesting assistance 3 The customer requests assistance by one of these methods x Logging into the SonicWALL Aventail WorkPlace and clicking on the Assistance button x Receiving an email invitation from the technician and clicking on the link to launch Virtual Assist The Virtual Assist application installs and runs on the customer s system The customer appears in the Virtual Assist Assistance Queue The technician clicks on the customers name and launches a Virtual Assist session N OF UW A The technician s Virtual Assist window now displays the customer s entire display The technician has complete control of the customer computer s mouse and keyboard The customer sees all of the actions that the technician performs 8 If at anytime the customer wants to end the session they can take control and click on an End Virtual Assist button in the bottom right corner of the screen 9 When the session ends the customer resumes sole control of the computer Using Virtual
26. e remote location cannot accept files copied to it eg domain list machine list Delete Deletes the selected files or folders Bookmarks Remote pane only Displays the list of bookmarks You can create bookmarks by using the bookmark option on the right click menu Creating and Using Bookmarks in Network Explorer Bookmarks allow you to avoid lengthy navigations through a remote directory hierarchy clicking one folder at a time By setting and using a bookmark you can bypass the hierarchy the next time you need to reach the target directory gt To create a bookmark 1 In the right pane of Network Explorer navigate to the remote location for which you would like to create a bookmark ECLASS Secure Remote Access 12 SonicWALL Aventail WorkPlace User Guide 2 To set a bookmark to the current directory right click in an empty location in the remote directory and select Add Bookmark from the right click menu Up Refresh New Folder Properties Add Bookmark 3 Enter a name for the new bookmark in the New Bookmark window that displays then click OK Hew Bookmark New Bookmark Mame O 4 To set a bookmark for a specific file or folder right click the file or folder name and then select Add Bookmark from the right click menu Refresh Copy More Rename Delete New Folder Properties 5 Enter a name for the new bookmark in the New Bookmark window that displays then click OK You
27. ect connections to those addresses that bypass the proxy server If required enter a User name and Password for the proxy server If the proxy server requires a username and password but you do not specify them in the Properties window a NetExtender pop up window will prompt you to enter them when you first connect e Optionally you can click the Internet Explorer proxy settings button to open Internet Explorer s proxy settings page ECLASS Secure Remote Access SonicWALL Aventail WorkPlace User Guide 23 e Connection Profiles Displays all of the Virtual Assist connection profiles that have been used on this computer To remove a profile select it and click the Remove button Settings ne _ gt Proxy Settings Connection Profiles Connection Settings Connection Profiles Role Server User Domain Port Customer 192 168 200 32 443 jbeckman oo Remove All Remove e Connection Settings Allows users to customize how they are identified in Virtual Assist and the default settings of Virtual Assist customer sessions Proxy Settings Connection Profiles Connection Settings an You may modify connection settings here mee Select a field For addtional infomation Display Name Hobbes Additional Infomation Talented Assistant to Calvin Connection Settings C Auto View Only Active Mode e Display Name The name that will be displayed
28. ent installs and launches For the login procedure see Launching a Virtual Assist Technician Session on page 24 Selecting a Virtual Assist Mode When you first launch Virtual Assist by default it will be in customer mode To change the mode perform the following steps Note Virtual Assist is not supported on Macintosh PCs software version 10 6 or 10 7 Instead clicking the Assistance button opens a blank window 1 Click Change Mode to select one of four possible modes ES virtual Assist Login 5 5 0 8 xj Settings Help Server 10 5 104 151 l Username admin Password Sr Technician Enter pour password Change Mode The four Virtual Assist modes are x Customer Select this mode to request support For information on customer mode see the Using Virtual Assist from the Client View section on page 28 x Unattended Select this mode to receive support help while you are away from your computer You will be prompted to enter a password which the technician can then enter and assume control of your system without further confirmation from you For information ECLASS Secure Remote Access 22 SonicWALL Aventail WorkPlace User Guide on unattended mode see the Using Virtual Assist in Unattended Mode section on page 37 x Technician Select this mode to service customers by remotely controlling their systems For information on technician mode see Launching a Virtual Assist Te
29. er Enable Java in your Web browser Install the Sun Java Runtime Environment JRE on your system If you use a personal firewall you may be prompted to block or permit access to Aventail Access Manager when you install it or when you try to run an access agent This dialog may pop up behind the WorkPlace browser window if your login seems stalled check to see if a security dialog is awaiting a response from you If you are prompted choose to permit access Have your system administrator grant you the privileges required to install software on your computer After you have corrected the problem click Clear system profile on the System status page to re initialize your system log out of WorkPlace and then log in again In some cases an access agent may not be activated due to a general connection error If this occurs log out of WorkPlace and then log in again ECLASS Secure Remote Access 42 SonicwALL Aventail WorkPlace User Guide ECLASS Secure Remote Access SonicWALL Inc 2001 Logic Drive San Jose CA 95124 SONICWALL gt T 1 408 745 9600 F 1 408 745 9300 www sonicwall com DYNAMIC SECURITY FOR THE GLOBAL NETWORK Aventail E2 2012 SonicWALL and the SonicWALL logo is registered trademarks of SonicWALL Inc Dynamic Security For The Global Network is a trademark of SonicWALL Inc Other product names mentioned herein may be trademarks and or registered trademarks of their respective companies Specifications and
30. eroed data over it Using Cache Cleaner When enabled Cache Cleaner automatically downloads and runs each time you log in to WorkPlace Cache Cleaner will prompt you to accept an Aventail security warning that is displayed at WorkPlace startup gt To start Cache Cleaner During WorkPlace startup in the Aventail security warning dialog box that appears click Yes Notes e To prevent the Aventail security warning dialog box from appearing in the future select the Always trust content from Aventail check box before clicking Yes The Cache Cleaner icon appears in the taskbar notification area and Cache Cleaner runs in the background during your network session Cache Cleaner Icon If configured by your administrator you can disable Cache Cleaner Once disabled you can enable it again If this option is not allowed by your administrator the Disable selection will be grayed out in the right click popup menu ECLASS Secure Remote Access SonicWALL Aventail WorkPlace User Guide 39 gt To disable Cache Cleaner Right click the Cache Cleaner icon and select Disable in the popup menu To enable Cache Cleaner Right click the Cache Cleaner icon and select Enable in the popup menu At the end of your network session Cache Cleaner removes any temporary data stored on your system gt To exit Cache Cleaner Log out of WorkPlace Upon logout WorkPlace advises you that it will close all browser windows A dialog box is d
31. es the data by writing random or zeroed data over it Upon logout WorkPlace advises you that it will close all browser windows A dialog box is displayed to notify you of this action and confirm your logout To close all browser windows click OK To leave your browser windows open click Cancel If you select Cancel your cached data will be deleted when all browser windows are closed Troubleshooting This section describes how to troubleshoot basic connection problems Viewing Connection Status Information If you are having trouble accessing your network resources through WorkPlace your system administrator may ask you for connection status information You can view status information for any enabled access methods by clicking the Details link in the connection status area in WorkPlace This displays the WorkPlace System status page which includes information that can be helpful in troubleshooting connection problems In the Aventail agents area of the System Status page you can click an agent s Details link to view additional connection status information Viewing Security Zone Information Depending on how your administrator has configured WorkPlace the System status page may display information about your current security zone Your zone is determined by your environment or the type of computer you are using to access WorkPlace For example if you log in to WorkPlace from a laptop that your IT department owns and maintains
32. ewer Displays or hide the entire Virtual Assist window Options Displays Connection Profile and Connection Settings options Expand Displays the Email Invite Service Logging and Chat panes About Displays the version information for the Virtual Assist client Note Clicking the _ button in the bottom right corner of the Taskbar will minimize the view so only the titles of the buttons are displayed and not the icons Clicking the folder icon on the collapsed Taskbar will restore the icon view e Clicking the x in the top right of the corner closes Virtual Assist You can also display additional shortcuts and controls by selecting View gt Tab Controls for Current Customer 2 ipollock_1 a HH Full Screen 4 Auto Scaling E Zoom Best Fit Y A True Size 5 Refresh File Transfer Gy Chat lj System Info oi Reboot Customer Ml Active Screens e Request Full Control The following options appear at the top of the Virtual Assist window Full Screen Expands the Virtual Assist window to the technicians entire monitor Auto Scaling Fits the customer s screen to the Virtual Assist window Zoom Customizes the zoom of the customer s screen True Size Zooms to the actual size of the customer s monitor resolution Refresh Refreshes the customer s screen File Transfer Opens the File Transfer utility Chat Opens a chat window with the customer Reboot Customer Reboots the customer s system Active Scree
33. f time they have been waiting will be displayed Assisting Customers A pop up window in the bottom right task bar alerts the technician when a customer is in the assistance queue The customer queue is also displayed in the Service window 1 Double click on a customer s user name to begin assisting the customer Ticket ID Technician Time Elapsed lssue Description Commenta Pending To0001 po Pending 0 03 47 Help me Obi Won You re my only hope ECLASS Secure Remote Access SonicWALL Aventail WorkPlace User Guide 27 2 The customer s entire desktop is displayed in the bottom right window of the Virtual Assist application Wew Toos Commands Doman Ful Color Trusted Mode Gay Ful Screen A Ato Scaling R Zoom foo di true Sce 9 notre Me Fie Tarator Qos T System into f Reboot Customer BB active Screens Rees A A E a Invte Cha Semos Loggrg Viewer pions Expand Abou BR Ecos 4 hewp werw google com sg a e ia ea You can use this tool to manage the sze of your mabox A ES empty the deleted ems folder or you can have Outiook transfer tems to an archive p View Malbox Sze aG C Find ems older than 50 days Find Il Fed kers larger than EBF Satus Trusted l Open Ort roe A Delete af rato vergon of itoni nyo a tem o Ext Vitus Assist 8 m Vaw Conficts Sre Press QA AR T to change to Active Satus
34. g out of WorkPlace Click the Log out button in the upper right area of the WorkPlace page Notes e Logging out of WorkPlace ends your WorkPlace session but it does not log you out of any applications that are running on your computer To increase security it is good practice to close any browser windows in use by applications before you log out of WorkPlace especially if you are working on a computer that is shared with other users Accessing Network Resources You can use several methods to access a specific resource Depending on how your administrator has configured WorkPlace some access methods may not always be available e Shortcuts The WorkPlace home page displays any shortcuts that your administrator has configured for you You can click these links to directly access selected Web applications network shares or folders or terminal servers For more information see Using Shortcuts on page 6 e You can use the Intranet Address box at the bottom of the page to access a Web resource a network resource or a terminal server For more information see Using the Intranet Address Box on page 7 ECLASS Secure Remote Access 6 SonicWALL Aventail WorkPlace User Guide e Personal Bookmarks You may be able to create your own bookmarks for quick access to resources such as URLs and file shares For more information see Using Bookmarks on page 8 e Access methods To find out what access agents are running click Det
35. g with folders you must have the correct permissions to perform certain actions these are the same permissions you would need if you were working directly on the network The folder page may include an option for uploading files from your computer to the current folder If WorkPlace is not configured to allow uploading files you will not see this option For more information see Uploading Files on page 18 Viewing the Contents of a Folder When you click a folder name a page appears displaying that folder s contents You can perform a number of different actions within the current folder such as sorting items and creating renaming and deleting folders gt To view the contents of a folder In the left navigation pane of the Network Explorer page click the name of the folder you want to view Any subfolders contained in the current folder are displayed in the left navigation pane Any files contained in the current folder are displayed on the right ECLASS Secure Remote Access 16 SonicWALL Aventail WorkPlace User Guide Sorting Items in a Folder You can sort the items in the current folder gt To sort items in the current folder In the right pane of the Network Explorer page in the top row click Name Size or Date to sort the folder s contents The available sort methods are as follows Sort method What it does Name Sorts items by file name alphabetically Size Sorts items by file size smallest to largest D
36. he current path of each window Entering a path in the Location Bar will take you to the specified location Use backward slashes in the path for a Windows resource otherwise use forward slashes My Computer 690 425 UB C Documents and Settings sweigand My Documents Smaglt Catalog a Aventail_10 6 0_AgileUploaded png A A Aventail_10 6 0_firmware_mdS5_match png Aventail_10 6 0_ova_md5_match png ECM_monitor_disabled png fag_max_count_table16 png Oj HA_network_diagram jpg Image 0000 gif A Image 0000 png Image 0001 gif y Image 0001 png Image 0002 gif Image 0002 png Image 0003 png 2 Image 0004 gif Image 0006 gif Image 0007 gif 2 Image 0008 gif 2 Image 0009 gif Image 0010 gif Image 0011 gif Image 0012 gif Image 0013 gif Image 0015 gif Image 0019 gif Image 0020 gif Image 0021 gif 3 Remote Network Y To BB UNE al E la Bookmarks 1110 4 2 45 Public 10 6 0 BETA1 ES ex_sra_vm_10 6 0 034betal ova ES ex_sra_vm_10 6 0 034betal ova md5 f upgrade 10 6 0 034betal bin 3 upgrade 10 6 0 034betal bin md5 The remote pane may take some time to refresh since the application needs to poll the EX Series appliance for its contents During such a procedure the remote pane is grayed out and a Cancel button is displayed Clicking the Cancel button will cancel the current operation and revert
37. he UNC name This takes the following form ComputerName ShareName Path 4 If you want to rename the file type a new file name in the Destination file box 5 Click Copy Renaming Files You can rename the current file gt To rename a file 1 In the right pane of the Network Explorer page click the name of the file you want to rename The File Details page appears 2 Click the Rename file button ff In the New file name box type the new file name and then click Rename Moving Files You can move a file to another location You can also rename the file at the same time you move it Before moving a file make sure that the folder to which you want to move the file already exists gt To move the current file 1 In the right pane of the Network Explorer page click the name of the file you want to move The File Details page appears 2 Click the Move file button 1 3 In the Destination path box type the new location for the file You must specify a path for the file using the UNC name This takes the following form ComputerName ShareName Path 4 If you want to rename the file type the new file name in the Destination file box 5 Click Move Deleting Files You can delete one or more files from a folder You are prompted to confirm the deletion gt To delete a single file 1 In the right pane of the Network Explorer page click the name of the file you want to delete The File Details page appears
38. he Windows Universal Naming Convention UNC name in the format ComputerName ShareName Path FileName For example to view the contents of the sales proposals folder on the common server type the following in the Intranet Address box common sales proposals Notes e WorkPlace does not support unqualified host names for network resources you must type the full UNC name when entering a network resource name in the Intranet Address box e Typing an unqualified host name in the Intranet Address box is interpreted as a Web resource not a network resource For example if you have a Web resource named intranet example com simply type intranet in the Intranet Address box to access it ECLASS Secure Remote Access 8 SonicWALL Aventail WorkPlace User Guide Accessing Terminal Servers Using the Intranet Address Box To go directly to a terminal server resource type its URL in the Intranet Address box and then click GO The resource opens in a new browser window When specifying a terminal server resource URL you must include the appropriate protocol identifier If a terminal server resource contains multiple hosts you are prompted to type the host name or IP address of the specific resource you want to access Terminal server type Identifier Sample Intranet Address box entry Windows Terminal Services rdp rdp private xyzcompany com wts server Citrix CLerixt7 citrix private abccompany com citrix farm Using Bookmarks Dependi
39. iew of working with WorkPlace WorkPlace Overview When you start WorkPlace the home page displays any shortcuts that your administrator has configured for you You can click these links for direct access to Web content applications or shared folders and files Some elements such as the Network Explorer page personal bookmarks or the Intranet Address box may not always be available Note To navigate to and from different pages in WorkPlace use the navigation tools in WorkPlace tabs or links instead of your Web browser s Back and Forward buttons Clicking the browser s navigation buttons may prompt you to terminate your WorkPlace session This heading area can be customized View online help use Virtual Assist by your a view connection Aaa status or log administrator Logout Help Assistance Details out SONICWALL Aventail WorkPlace SE m a cree Manage personal To access a resource click its name from the list below bookma rks sea asv 01 Cacti Personal Bookmarks F sea asv 01 Cacti sea asv 01 Nagios sea asy 01 Nagios C Network Explorer Browse a Windows network containing shared files and folders Shortcuts to Install Connect Tunnel Netwo rk folders reso u rces _ EN Get the latest version of Aventail Connect Tunne o pt I O n a l sea asv 01 sea asy 01 URL J sea asv 01 Shared J sea asv 01 ISOs Intranet Address Type a URL gt network folder name here eres Help Type a networ
40. in the user queue By default the users Aventail username is displayed If no user name is available the system will use vauser Additional Information Optional field to provide additional information Auto View Only Specifies that Virtual Assist sessions will initially launch in View Only mode instead of Trusted mode which is the default e Active Mode Specifies that Virtual Assist sessions will initially launch in Active mode instead of Trusted mode which is the default ECLASS Secure Remote Access 24 SonicWALL Aventail WorkPlace User Guide Launching a Virtual Assist Technician Session To launch a Virtual Assist technician session to remotely assist customers perform the following steps 1 Launch Virtual Assist and select the Technician Mode Virtual Assist Login 5 0 0 18 Settings Help Customer Unattended Technician Technician Virtual Access Technician mode will allow you to service customers by controlling their system remotely Change Mode 2 Click the Change Mode button at the lower right In the Server pulldown menu select the IP address or domain name of the Aventail appliance Virtual Assist Login 5 0 0 18 Settings Help Server 192 168 200 32 443 w Username Technician Password Technician mode will allow you to service customers by controlling their system remotely Change Mode 3 Enter the Username and Password for the technician account on
41. into that folder x Click the Copy button on the toolbar in the pane with the selected item x Right click the item and select Copy from the right click menu TO move the item to the location displayed in the other pane right click the item and select Move from the right click menu If user credentials are required to create or replace a file in the target directory an authentication window is displayed To begin the copy or move process enter your credentials and click OK If the item cannot be moved to the target location the operation is disallowed Wait for the operation to complete A progress bar displays the waiting time required to copy or move the files Opening or Launching a File in Network Explorer You can open files or launch applications on the remote filesystem in Network Explorer gt To open or launch a remote file 1 In Network Explorer navigate to the location of the file in the remote pane 2 Double click on the desired file to launch it with the proper application 3 If activating a file on the remote machine Network Explorer will first download the file to a temporary folder on your local machine and then open it In the Launching dialog box click Open to proceed Launching Open this file It will be downloaded and opened From a temporary location You will need to save it after opening in order to keep it 1 Cancel ECLASS Secure Remote Access 14 SonicWALL Aventail W
42. isplayed to notify you of this action and confirm your logout To close all browser windows click OK To leave your browser windows open click Cancel If you select Cancel your cached data will be deleted when all browser windows are closed Using Secure Virtual Desktop When enabled Secure Virtual Desktop automatically downloads and runs each time you log in to WorkPlace You are initially required to download and install the client component manager Aventail Access Manager as part of WorkPlace portal access Aventail Access Manager automatically deploys Secure Virtual Desktop on your computer This includes download and installation the first time but returning users do not repeat the download process unless a new version is available Secure Virtual Desktop may prompt you to accept an Aventail security warning that is displayed at WorkPlace startup gt To start Secure Virtual Desktop During WorkPlace startup in the Aventail security warning dialog box that appears click Yes Notes e To prevent the Aventail security warning dialog box from appearing in the future select the Always trust content from Aventail check box before clicking Yes When launch is complete you will see the Secure Virtual Desktop background desktop image and browser portal page The Secure Virtual Desktop icon appears in the taskbar notification area and Secure Virtual Desktop runs in the background during your network session While running Secure Virtua
43. k resource name here optional The WorkPlace home page includes connection status information indicating which access methods are currently enabled and the session start time You can click the Details link in this area to view your security zone status if applicable and see information that can be helpful in troubleshooting problems For more information about access methods see Access Methods and Resources on page 2 For more information about security zones see Viewing Security Zone Information on page 40 You can click the Assistance button to use the Virtual Assist feature to request assistance See the Virtual Assist section on page 20 for more information ECLASS Secure Remote Access 2 SonicWALL Aventail WorkPlace User Guide Depending on how your administrator has configured WorkPlace the home page may include a Personal Bookmarks area that enables you to save and access your own collection of links to URLs and other resources such as file shares To manage your bookmarks click the pencil icon For more information see Using Bookmarks on page 8 The Network Explorer Page Your system administrator can make the Network Explorer page available to you giving you access to all the Windows network folders or files for which you have permissions There are two versions of Network Explorer one Java based for most computers and the legacy HTML based Network Explorer for small form factor devices and compu
44. l Desktop you can launch new browser windows use browser add ins and run locally installed applications You can save data to files within the desktop emulator session for purposes of uploading You can also download and install new programs within the context of the desktop emulator These programs are only accessible within the Secure Virtual Desktop window All data transferred to the client file system via the WorkPlace portal session is protected from access by any application running outside the desktop emulator session This prevents opening the file outside the context of Secure Virtual Desktop If enabled by your administrator you can switch between Secure Virtual Desktop and your normal desktop To switch between the Secure Virtual Desktop window and your normal desktop Right click the Secure Virtual Desktop icon and select Switch in the popup menu You can also use the right click menu to exit Secure Virtual Desktop gt To exit Secure Virtual Desktop Right click the Secure Virtual Desktop icon and select Exit in the popup menu ECLASS Secure Remote Access 40 SonicWALL Aventail WorkPlace User Guide At the end of your network session Secure Virtual Desktop closes any applications open within the desktop emulator removes all programs installed via the desktop emulator and deletes all data downloaded from the VPN and exits all VPN client programs As part of the data deletion process Secure Virtual Desktop obfuscat
45. ng Files You can open a file to display its contents however any changes that you make to the file will not be saved to the network To modify the contents of a file you must download a copy of the file to your computer save your changes to the copied file and then upload the new version of the file to the network gt To open a file 1 Double click the file that you want to open Notes e When you open a file Web content opens in a new browser window while other files open in their native applications e Ifthe application required to open a file cannot be found you are prompted to save or open the file e Certain types of files such as executable files or data files with proprietary file formats must be downloaded or saved they cannot be opened directly Searching for Files You can search for files in the current folder and any subfolders The search results are displayed as a list of links you can click a link to display a file WorkPlace supports the use of wildcards when searching for files which is useful if you do not know the full or exact name of the file you are searching for The supported wildcard characters are and The question mark represents exactly one character and the asterisk represents any number of characters including none zero characters For example Wildcard What it matches p txt Any file that begins with p and has a txt extension for example prices txt or p tx
46. ng on how your administrator has configured WorkPlace the home page may include an area where you can save and access personal links to resources such as URLs and file shares Click here to edit your a personal bookmarks Personal Bookmarks Pi Wikipedia Personal email WorkPlace bookmarks are similar to standard Web browser bookmarks or favorites lists except that they are stored on the SonicWALL Aventail appliance not on a specific computer You can access and manage your WorkPlace personal links whenever you are logged in to WorkPlace regardless of the computer you are using When you click a bookmark the specified resource opens in a separate browser window Notes e To access file shares through WorkPlace bookmarks you must be running a SonicWALL Aventail access agent such as one of the tunnel clients or you must configure the bookmark to use a special URL For more information see Adding Bookmarks on page 8 or contact your system administrator Adding Bookmarks After you add a bookmark it appears in the Personal Bookmarks group in WorkPlace gt To adda bookmark 1 In the Personal Bookmarks group in WorkPlace click the pencil icon The Manage bookmarks page appears 2 Click New 3 In the Name box type a short descriptive name for the bookmark This name will appear as the link text in the Personal Bookmarks group in WorkPlace 4 In the Address box type the URL or path for the resource o To c
47. nly mode click the Status Active button The Status switches to View Only e Active The technician can control the customer s computer but the customer must give permission for certain action such as allowing the technician to reboot the system delete files or over write files on the customer s computer without the customer being repeatedly prompted for permission e To switch from View Only mode to Active mode click the Status View Only button ECLASS Secure Remote Access SonicWALL Aventail WorkPlace User Guide 37 e Trusted The technician has complete control of the customer s computer To toggle between Trusted mode and Active mode enter Ctrl Alt T r r Virtual Assist Virtual Assist Virtual Assist ka Status Active ka Status Trusted Open Chat Dialog S Open Chat Dialog LARC Alt c AIRE Altec Exit Virtual Assist it wi i E sit Virtual Assist AHG Alt q Alb 7 A Alto Alt g Press Ctrl Alt T to Press Ctrls4lt T to change to Trusted Status change to Active Status Mo prompts will occur Mo propapte will occur while in Trusted Status while in IR Status By default Virtual Assist sessions are launched in Trusted mode To modify this click the Settings button on the top left corner of the window select the Connection Settings tab and select either Auto View Only or Active Mode Ending a Virtual Assist Session You can end the Virtual Assist session at any time To end the se
48. ns If more than one screen is in use you can view any of the screens or choose to view all of them e Request Full Control Take full control of the customer screen without requiring prompts The customer will be asked to confirm this action Using Virtual Assist from the Client View During a Virtual Assist session you are not completely locked out of your computer Both the technician and customer can control the computer although this may cause confusion and consternation if they both attempt to drive at the same time You can resume control when the technician is not actively typing or moving the mouse And you can end the session at any time by clicking the End Virtual Assist button in the bottom right corner Click the Chat button or enter Alt c to open an instant message style chat session with the technician ECLASS Secure Remote Access SonicWALL Aventail WorkPlace User Guide 29 The technician can also open a Chat window to communicate with you To chat type text in the Chat window and press Enter or click Send The customer will first need to download and run the exe file provided on the login page Initiating Virtual Assist on a Windows Client To launch a Virtual Assist customer session to request help on your Windows computer you need the Virtual Assist client application There are two methods to access the client application e Log into Aventail WorkPlace and click the Assistance button Log out Help As
49. nstall add ons only from authors whom you trust Malicious software can damage your computer or violate your privacy You have asked to install the Following item omit ALauncher SonicWALL Inc https fvirtualassist eng sonicwall com YALauncher xpi 6 You can now launch Virtual Assist either from the WorkPlace window or from a shortcut that is added your Programs list under the Windows start button 7 Double click to bring up the login window Virtual Assist Login 5 0 0 18 Settings Help Ea Server 197 166 700 32 443 ie Request support Request Support Select Customer mode to request support ou will be placed in a queue where a technician can access your system to view your system to view your desktop and have keyboard and mouse control Change Mode 8 Enter the hostname or IP address of the Aventail appliance in the Server field 9 Click Request Support to be placed into the support queue Your username will be your default name ECLASS Secure Remote Access SonicWALL Aventail WorkPlace User Guide 31 10 On occasion an assistance code many be needed for additional authentication In this case the technician will provide the code Enter the assistance code into the entry areas of the popup menu A ticket ID is assigned when the request is placed in the queue Its value will be displayed in the waiting dialog which also displays how long the ticket has been in the queue The technician will be
50. o access a resource click its name from the list below sea win7 001 RDP P Personal Bookmarks Pi sea win 001 RDP FRONTEND Client Network RDP P FRONTEND Client Network RDP sea asv 01 Cacti sea asyv 01 Cacti sea asv 01 Nagios sea asy 01 Nagios Network Explorer Browse a Windows network containing shared files and folders sea asv 01 sea asy 01 URL Intranet Address Type a URL or network folder name here lee Help To access a resource using a shortcut Click the shortcut name for the resource you want to access Web resources and terminal server resources open in a new browser window Shared folders or files open in a separate Network Explorer window ECLASS Secure Remote Access SonicWALL Aventail WorkPlace User Guide 7 gt To configure the screen resolution for a resource Click the Edit icon for the resource shortcut to open the Manage custom links dialog box Select one of the following from the Screen resolution drop down list and then click Save o To use a resolution in the list select the desired resolution o To create a custom resolution select Custom and then type the desired pixel values width x height into the fields that appear The minimum supported resolution is 640x480 and the maximum is 4096x2048 pixels o To set the resource window size as a percentage of your client screen select Screen Percent and then type the desired percentage into the percen
51. ommon Docs Style E Name PF pen Logo Usage Copyright Guidelines 9 00 pdf Open it Downloading Files You can download the current file to your local computer gt To download a file 1 In the right pane of the Network Explorer page click the file name of the file you want to download The File Details page appears 2 Click the Download file button Qi In most Web browsers a dialog box appears prompting you to save or open the file Downloading Multiple Files as a Compressed File You can download multiple files from a folder to your local computer as a compressed file in zip format This provides a convenient way to download a group of files in a single file while minimizing download time over slower network connections Only the files in the current folder are downloaded you cannot include subfolders in a download gt To download a folder as a compressed file 1 In the left navigation pane of the Network Explorer page click the name of the folder that contains the files you want to download 2 In the right pane select the check boxes next to any files that you want to include in the download To select all files in a folder select the check box at the top of the pane 3 Click the Download selected files button Pi 4 Click Download You are prompted to open the file or save it to your computer Notes e Compressed files can be uncompressed using any program
52. orkPlace User Guide The progress of the download is displayed Launching Copying File blr jpg 941 30 KB of 1 01 ME at 533 01 KB sec 0 00 00 Remaining 4 After the download completes a message is displayed saying that you should save any changes to the file in an appropriate directory as the file is opened in a temporary location Click OK to proceed with opening or launching the file Information File opened in temporary directory be sure to save any modifications in an accessible location File saved under CA DOCUME 115weigandLOCALS 11Tempiblr jpg Deleting Files or Folders You can delete files or folders in Network Explorer To delete files or folders 1 In either the local or remote pane of Network Explorer select the item you wish to delete To select multiple items click the items while holding the Shift or the Ctrl key Clicking on an item again while holding the Ctrl key will de select it from the group 2 Do one of the following to delete the item x Click the Delete button on the toolbar in the pane with the selected item x Right click the item and select Delete from the right click menu 3 In the confirmation dialog box click Delete Note Network Explorer will completely delete the file or folder from the remote machine In the case of a folder all files and folders under that resource will be recursively deleted These items are not sent to the recycle bin on either machine and are not re
53. r bookmarks will also appear in the Personal Bookmarks area of the WorkPlace home page gt To use a bookmark 1 In Network Explorer click on the Bookmarks button on the tool bar in the remote pane A drop down menu displays with the message Loading Bookmarks Keep the mouse within the drop down menu as Network Explorer loads the bookmarks LJ Bookmarks Loading Bookmarks ECLASS Secure Remote Access SonicWALL Aventail WorkPlace User Guide 13 2 Once the list is loaded click the bookmark to access the desired file or folder LJ Bookmarks 10 6 0 BET41 Public reports Copying or Moving Files or Folders For ease of use there are several ways to perform file transfers using Network Explorer Moving or copying a directory or folder will move or copy all contents of the folder including nested sub directories When a file or folder is moved the item is deleted from the original location gt i To copy or move files or folders In either the local or remote pane of Network Explorer select the file or folder to be copied or moved To select multiple items click the items while holding the Shift or the Ctrl key Clicking on an item again while holding the Ctrl key will de select it from the group To copy the item to the location displayed in the other pane do one of the following x Click and drag the item across the center boundary You can also drop the item onto a folder name to copy it
54. ready Your ticket ID number will be displayed at the bottom of the screen Click Cancel to cancel the Virtual Assist request 806 Waiting may cancel your request anytime by clicking the Cancel A technician will be available to help you shortly You D button Your current time in queue is 0 14 Information Cancel Please inform the technician of your ticket ID located below Click Information above to provide additional details Your Ticket ID 68nqy713 Request Name jsmith ECLASS Secure Remote Access 34 SonicwALL Aventail WorkPlace User Guide 9 Click Add information to provide the technician any additional with information about your issue Support Information Issue Description Tey need help to setup Thunderbird al y Technician Comments change issue description maximum 127 characters Unable to connect F F p ra A Submit Cancel o ZE o A When the technician initiates the session the Virtual Assist toolbar appears in the bottom right of your screen The technician now has control of your computer AF Virtual Assist Status Trusted TA Open Chat Dialog End Support Press Ctrl Alt4T to change to Active Status No Prompts will occur when in Trusted Status Initiating Virtual Assist on a Linux Client Note SonicWALL Virtual Assist is fully tested on the Ubuntu distribution of Linux It has not been tested on other Linux distributions To launch a Virtual
55. reate a bookmark for a URL type the URL in host path format If you are creating a bookmark for a standard HTTP resource you do not need to type http in the URL However if you are creating a bookmark for a secure Web HTTPS resource you must include the https protocol identifier in the URL https intranet example com ECLASS Secure Remote Access SonicWALL Aventail WorkPlace User Guide 9 o To create a bookmark for a file share resource type the file share path in Windows Universal Naming Convention UNC format ComputerName ShareName Path File For example to add a bookmark for the sa es proposals folder on the common server type common sales proposals 5 Click Save Reordering Bookmarks You can control the order of your bookmarks for example to place the most frequently used bookmarks at the top of the list gt 1 3 To reorder a bookmark In the Personal Bookmarks group in WorkPlace click the pencil icon The Manage bookmarks page appears Select the check box to the left of any bookmarks you want to move and then click Move Up or Move Down Each click of the button moves the selected bookmarks one position in the list Click Save Deleting Bookmarks You can delete bookmarks that you no longer need i To delete a bookmark In the Personal Bookmarks group in WorkPlace click the pencil icon The Manage bookmarks page appears 2 Select the check box to the left of
56. rvices Full network access e Web content and Web based applications that can be accessed through a browser e Client server applications thin client applications and terminal services Native Windows file access through Network Neighborhood Mapped network drives For more system status information click Details You ll see what SonicWALL Aventail agents are available on your device and what security zone community you have been assigned to Your system administrator may also make WorkPlace shortcuts available that allow you to download and install additional clients for example Connect Tunnel and Connect Mobile ECLASS Secure Remote Access SonicWALL Aventail WorkPlace User Guide 3 Logging In to WorkPlace Before you can access your WorkPlace resources your identity must be verified Depending on how your administrator has configured WorkPlace this might mean selecting a specific login group for example Employees or Partners and then providing credentials You may be prompted fora username and password which you can type in or enter by means of a virtual keyboard or you may be prompted for some other form of credentials gt To log in to WorkPlace 1 If you are presented with a Log in to prompt select the appropriate group from the list This information is provided by your system administrator If the list does not contain the appropriate name select Other from the list and then type the group name
57. rvices Status a L Mahena honaki o A nOA de tunnal M ctan Click on Assistance to access the download menu Log out Help Assistance Details A a Torn EA A Ow one To download the client from WorkPlace and launch a Virtual Assist customer session to request help 1 Log in to the Aventail WorkPlace interface 2 Click on the Allow button A plugin installation window displays Click Install Now The Virtual Assist plugin and client installs You may be prompted to restart your browser 3 You can now launch Virtual Assist either from the WorkPlace window or from a shortcut that is added your Programs list ECLASS Secure Remote Access SonicWALL Aventail WorkPlace User Guide 33 4 If the Server address is not auto propagated in the login window enter the Server address and click Request Support The server address can be either an IP address or hostname of the SonicWALL EX Series appliance Soo VirtualAssist EJ dii gt Request Request Support Support 5 Enter the hostname or address of the Aventail server appliance 6 Click Request Support to be placed into the support queue Your username will be your default name You may be prompted to enter an Assistance Code ADA Assistance Code y Assistance Code LL OK Cancel 7 You may be prompted to read and accept a disclaimer Click OK 8 A pop up window indicates that you are in the Virtual Assist queue The technician will be alerted that you are
58. sistance Details You will be prompted to download the client application e View an email invitation and click on the link in the email The Virtual Assist plugin will be installed The steps for the first method are described here To download the client from WorkPlace and launch a Virtual Assist customer session to request help 1 Log in to the Aventail WorkPlace interface 2 If one has been configured for you you may have an acceptable use policy agreement AUP displayed to you Accept the AUP by clicking the Accept button Clicking Decline will terminate the session SONICWALL Aventail WorkPlace Split Tunnel AUP This is the Acceptable Use Policy for accessing the remote network Decline 2011 SonicWALL Inc ECLASS Secure Remote Access 30 SonicWALL Aventail WorkPlace User Guide 3 The login screen will appear Enter your username and password The application will then prompt you to download the client The first time you launch Virtual Assist you will be prompted to install the Virtual Assist plugin and client Opening VASAC exe You have chosen to open 454C exe which is 4 Binary File From https 192 168 200 32 8445 Would you like bo save this File 4 Click on the Save File button 5 In the plugin installation window click Install Now The Virtual Assist plugin and client installs on your system You may be prompted to restart your browser Software Installation xi I
59. ssion click on the Exit Virtual Assist button in the bottom right corner of the screen or enter Alt q This will end the technician s control of your computer Using Virtual Assist in Unattended Mode Note Unattended Mode is supported only on Windows clients Unattended Mode allows customers to set their computer to be accessible by a technician at a later time when the customer will not be available to click to confirm their consent gt To set your computer for Virtual Assist Unattended Mode 1 Launch Virtual Assist 2 Click Change Mode select Unattended and click Change Mode again ES virtual Assist Login 5 0 0 15 j xj Settings Help a Server virtualassist eng sonicwall com 443 y Password helome Unattended Support Enter pour password Change Mode 3 Select or enter the IP address or domain name of the SSL VPN server 4 Enter a Password and click Login The Waiting window displays and shows the length of time you have been in the queue ECLASS Secure Remote Access 38 SonicwALL Aventail WorkPlace User Guide 5 You need to provide the technician with the password you just defined An easy way to do this is to click Add Information and give the technician your password 6 Click the Assistance button at the top right of the main page If the Assistance button is not displayed contact your administrator to enable Assistance on your WorkPlace layout Cache Cleaner and Secure Virtual
60. t EXE Any file that has a txt extension for example prices txt or sales_forecast txt pe t txt Any file that begins with pe followed by any other single character ends with t and has a txt extension for example peat txt or pest txt gt To search for files 1 In the left navigation pane of the Network Explorer page click the name of the folder that you want WorkPlace to search 2 Click the Search button 4 3 In the Search for files box type the search criteria for the files 4 Select the Search subfolders check box to recursively search all folders within the current folder If this check box is not selected only the current folder is searched 5 Click Search Notes e The search function is configured to time out after five minutes If a search times out narrow your search parameters and try again e The search function returns a maximum of 250 results per search If a search returns too many results narrow your search parameters and try again ECLASS Secure Remote Access 18 SonicWALL Aventail WorkPlace User Guide Viewing File Details When you click a file name a page appears displaying information such as the file size and creation date It also lets you perform a number of actions on the current file such as downloading copying renaming or deleting it gt To view file details Click the appropriate file name in the right pane of the Network Explorer page MN mycompany bart C
61. t field that appears o To use your full screen to display the resource select Full Screen Using the Intranet Address Box Depending on how your administrator has configured WorkPlace you may see an Intranet Address box which you can use to access network resources terminal server resources or when WorkPlace is running in translated mode Web resources Intranet Address Type a URL or network folder namehere E Accessing Web Resources Using the Intranet Address Box To access a Web resource type the URL for the resource in the Intranet Address box and then click GO The Web resource opens in a new browser window Notes e If you are accessing a standard HTTP resource you do not need to type http at the beginning of the URL However if you are accessing a secure Web HTTPS resource you must include the https protocol identifier in the URL https intranet example com e To access a Web resource on a non standard port other than port 80 include the port number after the resource s host name For example intranet example com 443 and intranet example com 8080 SAP are both valid entries Accessing Network Resources Using the Intranet Address Box To go directly to a server computer or network folder type the item s path in the Intranet Address box and then click GO Network Explorer opens in a new browser window displaying the contents of the requested folder or file When specifying a resource name use t
62. ters without Java The Java based Network Explorer displays the file system on the local machine in the left pane and the remote location in the right pane The right pane allows you to browse network domains and computers and their associated file shares Using the two panes you can manipulate files and copy between the remote and local file systems Users can also set up bookmarks from within Network Explorer to quickly navigate through networks from the portal level In the HTML based Network Explorer the navigation pane at the left displays a list of resources available on your network the pane on the right enables you to work with folders and files Access Methods and Resources WorkPlace enables you to access different types of resources The specific resources available depend on the access methods currently enabled as shown in the connection status area in WorkPlace The following table describes the various access methods and the types of resources each one enables you to access Access method Resources available Web e Web content and Web based applications that can be accessed through a browser Examples include general Web sites such as intranets Outlook Web Access and Domino Web Access Web and client server e Web content and Web based applications that can be accessed through a browser e Client server applications thin client applications and terminal servers Examples include Outlook Citrix and Windows Terminal Se
63. the remote pane to the previous location If the contents of the local or remote pane extend beyond the size of the window a scrollbar will appear in the respective pane You can scroll the window by using the scrollbar or by using a mouse wheel Object properties can be retrieved by right clicking the item and selecting Properties A window displaying the attributes of the object will appear ECLASS Secure Remote Access SonicWALL Aventail WorkPlace User Guide 11 About the Network Explorer Toolbars Each pane has a toolbar with a set of icons for commonly used operations Hovering the mouse cursor over these icons displays convenient tool tips to the user Dragging the toolbar by the dotted line on the left side of it or by an empty area at the right undocks the toolbar into its own window To re dock the toolbar simply close the window The toolbar for the remote pane includes the Bookmarks button while the local pane does not Bookmarks serve as useful shortcuts to quickly access different network locations Users can create bookmarks by using the bookmark option on the right click menu i My Computer 00 45 UB k E Remote Network EA cd y al da ik la Bookmarks The buttons on the toolbar from left to right provide the following functions e Back Traverses back in the history Sets the current view of the window to the previous location in history This icon is dimmed if there is no previous his
64. the appliance ECLASS Secure Remote Access SonicWALL Aventail WorkPlace User Guide 25 4 Click Login The Select Domain window displays ES virtual Assist Login 5 5 0 8 X Settings Help 9 Domain Select Domain name for authentication 5 Select the Domain that the username is configured for and click OK 6 The Virtual Assist standalone application launches The Technician toolbar appears Irreite Chat Service Logging Viewer Options Expand About e You can also access the Technician toolbar by clicking on the Assistance button in Aventail Workplace Log out Help Assistance Details 7 Click the Viewer icon to expand to the Virtual Assist desktop g Virtual Assist a CN DBOnaD Invite Chat Service Logging Viewer Options Expand About Customer E mail Ticket IB Customer Technician Status Time Elapsed Technician E mail m Additional Message Optional Issue Description Comments Pending O 100001 pollock_1 Pending 0 03 47 Help me Obi Won You re my only hope EA Invite Logging The technician is now ready to assist customers ECLASS Secure Remote Access 26 SonicWALL Aventail WorkPlace User Guide Performing Virtual Assist Technician Tasks To get started the technician logs into the SonicWALL Aventail appliance and launches the Virtual Assist application from the Home menu Note Each technician can only assist one customer at a time By defa
65. the archive After the archive is extracted you will see the Virtual Assist App folder You can then drag this folder to the Applications folder to install the client You can also download the Virtual Assist client from the Aventail Management Console AMC on the Virtual Assist page SONICWALL gt Aventail amp Management Console Security Administration ee Access Control Resources Users amp Groups AMC Home User Access Use the Aventail Management Console AMC to manage your Aventail SSL VPN appliance Click the links gt E gos B Realms at the left to manage your security policy configure the system monitor the appliance and deploy w ce a Virtual z secure access to your users Aventail WorkPlace Agent Configuration End Point Control Log in to Aventail WorkPlace E Click the following link s to log in to Configuration WorkPlace and test user access General Settings 50 Users 23 of 19 35 GB Default WorkPlace site System Status Auto refresh Off H 2 Network Settings SSL Settings Authentication Servers Services Virtual Assist 0 Maintenance 1 52 PM 2 12 PM 2 52 PM y Active users Monitoring User Sessions System Status 1 00 Mbps Loggini ee 3 days 7 hrs 26 mins 27 secs Troubleshooting EN time Technical Resources Online Help mySonicWALL com LL Disk space CPU usage y Setup Checklist Appliance name host032 Last reboot Mon Aug 8 2011 14 52 49 GMT 08 00 2 12 PM 2 52PM Se
66. tory location Network Explorer maintains a 20 operation history for each pane e Forward Traverses forward in history This icon is dimmed if there are no forward locations in history e Up Traverses up the directory tree to the parent directory of the current view This icon is dimmed if the current view is of the root directory or if the parent directory cannot be resolved Sort Reverses the order of the listed files Refresh Refreshes the current view by either polling the local file system or remote network via the appliance The refresh icon is dimmed in the remote window while its contents are being refreshed e New Folder Creates a new folder within the respective file system Clicking this icon will bring up the New Folder dialog box allowing the user to assign a name to the new folder This icon is dimmed when the location of the window is such that a new folder cannot be created eg Root of a Windows filesystem domain list machine list e Copy Copies the selected file s folder s to the location of the remote window Clicking this icon will bring up the Copy or Move dialog box that will show the status information of the copy procedure If the file being copied already exists a new dialog will show up asking the user whether or not the existing file should be replaced The copy icon is dimmed when there are no selected files folders to copy eg Nothing selected drive or domain is selected It is also dimmed if th
67. ult the Virtual Assist window launches with the Virtual Assist toolbar at the top the rest of the window is dedicated to the customer s screen To display the most common panes either click Expand or click View gt Classic Layout This will display the following panes e Email Invite e Logging e Chat e Service You can also use the Invite Chat and Service buttons on the toolbar to initiate these functions From the Virtual Assist application the technician can assist customers by performing the following tasks e Inviting Customers by Email section on page 26 e Assisting Customers section on page 26 e Using the Virtual Assist Taskbar and Tab Controls section on page 28 Inviting Customers by Email 1 To invite a customer to Virtual Assist use the email invitation form on the left of the Virtual Assist window If it is not displayed click the Invite button in the toolbar A popup window will appear 2 Enter the customer s email address in the Customer E mail field 3 Optionally enter Technician E mail to use a different return email address than the default technician email Some mail servers require that an email address be entered and that it be on a valid domain 4 Optionally enter an Additional Message to the customer 5 Click Invite The customer will receive an email with an HTML link to launch Virtual Assist Customers requesting assistance will appear in the Assistance Queue and the duration o

WorkPlace 10.6 User Guide SonicWALL / Aventail

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