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1. System requirements The following is required for the consultant and participant programs e computer with Windows 2000 XP Vista Windows 7 Server 2000 2003 2008 support of 32 bit and 64 bit versions of Windows e Internet access can be through proxy with any browser e processor speed at least 800 MHz when using Voice over IP function at least 1 5 GHz e atleast 28 MB RAM e attached and properly installed webcam when using video function e headset when using VoIP function e atleast DirectX 8 1 when using VoIP and video Helpful tips before the first session Netviewer Support requires no configuration or installation before initial use You can start immediately after receiving the software components from Netviewer However the following information will increase efficiency and help simplify use of Netviewer for the consultant and the participant On the consultant s side Distributing the Consultant program The people in your organization who will be permitted to establish a Netviewer session will require the Netviewer Support Consultant program NV_Support_Consultant_EN exe Either store the Consultant program at a centralized location like on the network or distribute it to the authorized persons Placing a link to the Consultant program on the consultant s desktop enables rapid access Furthermore the Consultant program can be started anywhere any time from the MyNetviewer customer portal D
2. In most cases a user receives one license that is reserved for him at all times and cannot be used by other people In order to utilize the full number of named user licenses purchased from Netviewer you must enter the appropriate number of users in user administration and assign them to a contract Assigning licenses 1 2 gt Sign on to the MyNetviewer customer portal In the right column click on My licenses A summary of the available contracts will appear Click on the Edit button next to the contract whose licenses you wish to assign to users Click on Add user under the Users section You now have two options Assign an existing user to a contract Create a new user by sending an e mail invitation to that person see page 60 The selected user will appear in the list of users assigned to this contract Expand a contract If you would like to purchase additional licenses proceed as follows 1 2 Sign on to the MyNetviewer customer portal In the right column click on My licenses A summary of the available contracts will appear Click on the Edit button next to the contract to which you wish to add additional licenses Click on Upgrade under the Contract section Follow the instructions on our portal pages NETVIEWER SUPPORT 58 Functions for Netviewer Administrators User administration User administration offers you the following functions e You can give users a variety
3. User Manual Netviewer Support Version 6 0 2 February 2010 netviewer support Contents About this user manual ne een 1 About Netviewer Support cece eee e eee e cece ee cceeeeeeenneneeeeeeesseeeaes 3 Setting up Netviewer u en rt rc ee 4 System IMI ONS ite ere cc eee ese aire isco een 4 Helpful tips before the first session cc cece ccc eee ence cece eeeeaeeeeeeeees 4 On the consultant s side 2 0uuuusssaseennnnsnnnnennnnnnnnnnnnnnnnennnn 4 On the participant s side sn ea 5 Netviewer DIGG SINS een 6 Checking the VeriSign certificate u22000022ssunensannnnnnennnnnnn 7 Establishing a session with Netviewel ccccceeeeeeeeeeeeeeeeeceeeees 8 Wl PINE o2ecec heme nese eentaasceandacsecemeasee eee nannsantecececacatnnesatees ce eqeeeneesaseneees 8 Establishing a session the details 0 cece cece eee eee ee eee nese eee teenies 9 MISO INLPREIEB ee EEE 13 EONSUllSnE SUC ee area 13 TAS SEO OIAlOR zur sense ee res asien 13 OOS Sing een eier 14 COMEOU ON Ol een ea ee ee ee 14 PV AWE Nl gate seem aneecaeeeseaoieekee S 17 The Netviewer WINGOW 0ceeceeee eee e cece ee eeeeeeeeeeeeeeeeeeeeeeeees 19 Functions for the consultant uuuuusunnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnn 21 SESSION DIGNMOCE za 21 Session planner INterface 0 ccc cece cece eee eee e eee eee eee eeseeeeeeaeeeees 22 The integrated Invitation function ccc
4. e Click on the X in the Mini panel In watch mode e Click on the X in the Netviewer window e Orclose the Netviewer task in the Windows taskbar Either session partner can also click on Exit in the context menu of the Netviewer icon in the Windows system tray Both session partners will see the Exit dialog netviewer Netviemer was closed Powered by www nebviewer cor Netviewer will not leave behind any files or make any changes to the participant s system after the session is over However the Participant program can be specially configured to create log or recording files By default Netviewer will generate a log file on the consultant s system that contains information from the previous session Refer to the section Logging on page 56 If the Session recording function is activated the consultant program will create a recording file in nvl format Read more about this in section Recording function on page 72 Furthermore Netviewer deposits a variety of information in encrypted form in the Windows registry This will include for example login data saved by the consultant the most recently used audio and video devices and the positions of windows NETVIEWER SUPPORT 54 O Exit session Restarting Netviewer after exiting a session If you are frequently conducting Netviewer sessions you will find the restart function in the exit dialog useful You can use it to res
5. A summary of the available contracts will appear Click on the Edit button next to the product whose e mail invitation text you would like to customize Click on nvitation text under the section E mail invitation The template for the e mail invitation will open Two different options are available Define e mail text O Use default text Use the customized text Option Description Use default text The default template text provided by Netviewer will be used Use the customized text Your customized template text will be used The standard text that you define will be used for all program languages To use a multilingual e mail invitation insert your translations into the customized text Customize the e mail invitation template 1 2 Open the template for the e mail invitation see page 69 Select the option Use the customized text Edit the template text in the text field Click on Save NETVIEWER SUPPORT 69 Functions for Netviewer Administrators Placeholder When creating your invitation text you can use the placeholders below When Netviewer generates the actual invitations it will automatically replace these placeholders with the relevant information Placeholder is replaced by lt SESSION_LINK gt Invitation link to the participant program lt SESSION PW gt Session password you selected lt SESSION NO gt g digit sesson number lt SESSION DATE gt Date and duration of session P
6. gt You have not yet purchased any of our products but plan to do this through the MyNetviewer customer portal 1 Enter https my netviewer com into your browser 2 Click on Register 3 To register in the MyNetviewer customer portal enter your e mail address and select a password gt You will receive an e mail with a link Click on the link to confirm your registration 4 Fill in your contact information You will then be registered as a user who can use Netviewer Meet for non commercial purposes but you will not have access to user administration and profile administration functions You will be able to access the administrative functions in the MyNetviewer customer portal only after purchasing the commercial version of Netviewer NETVIEWER SUPPORT 56 Functions for Netviewer Administrators 5 To purchase the commercial version of Netviewer Meet click on Buy under the desired product at the upper left 6 Follow the instructions on our portal pages Signing on to the MyNetviewer customer portal 1 Enter https my netviewer com into your browser 2 Enter your e mail address and password here 3 Click on Login Netviewer user administration User administration in the MyNetviewer customer portal provides functions for authenticating and authorizing users With user administration you can do the following things e Use the login with e mail address and password to confirm a user s identity and limit h
7. My video tray To view a larger version of the video you can drag the Video tray from the Control panel and enlarge it NETVIEWER SUPPORT 47 Vv Functions for both session partners 1 Click on the arrow in the lower right of the My video tray to open the Multimedia settings dialog 2 In the upper left of the dialog under Video select the mage or Video option The file selection dialog opens 3 Select an image file bmp or jpg or a video file avi or mpeg from your computer Refer to page 48 for more information about possible settings in the Multimedia dialog Receiving the session partner s video Assuming your session partner has activated the video function you will see his or her video in the V deo tray The Multimedia settings dialog The multimedia settings dialog helps session participants configure their audio and video devices for use with Netviewer VoIP and video functions available before and during the session LJ netwewer Multimedia settings C Wo video source f Webcam C Video C Image Image quality C Medium C Low Mutou Realtek HO Audio output T lt _ Microphone Realtek HO Audio input Il Test audio devices Play test sound Start best recording 0 00 0 NETVIEWER SUPPORT Functions for both session partners Calling up the Multimedia settings dialog There are two ways to cal
8. Session settings The session settings function provides the consultant with useful functions during a session You can temporarily change some standard Netviewer settings for the current session under Session settings Change session settings 1 Inthe Session tray click on the arrow at the bottom right to open the menu and select Open session settings Session Session 665 987145 Password not sek Session recording a Profile name Start session i Hr Application Set session password Show all applica Open session settings gt The Session settings window will open 2 Perform the desired changes on the Functions and Settings tabs 3 Click on OX to use the modified settings for the current session LJ nebvewer Session settings Functions Settings This is where you set the Functions that need to be available to you and your participants during the session Communication Iw Iw if Video File transfer W Chat Mw Whiteboard W System diagnostics Session recording In version 6 0 and above permanent session settings known as Profiles can be configured in the MyNetviewer customer portal You can then choose from these profiles at the beginning of a session You must be registered in the portal with proper authorization in order to create and edit these profiles NETVIEWER SUPPORT 28 Functions for the consultant The System diagnostics tray The System diagnostics tray makes
9. any installation or configuration To start a Netviewer session each side needs only an Internet connection and the Netviewer program which is available immediately without installation e The consultant uses the Netviewer Support Consultant program that he or she has licensed from Netviewer e The participant uses a nonlicensed participant program that he can obtain from the consultant s web site or other source The main function of Netviewer is to transfer a user s screen to another computer known as desktop sharing When you start a Netviewer session as a consultant you initially show your own screen You are in the so called Show mode A participant sees on his own screen a depiction of your complete desktop He is in Watch mode To reverse roles during an ongoing session simply change the direction of viewing If your session partner grants you remote control rights you will have the ability to execute mouse and keyboard commands on his computer whereby the other person always has the power to decide which applications you may see and control remotely As the consultant you also have access to a variety of administrative tools for session planning and user administration During a Netviewer session both session partners benefit from functions in the Netviewer Control panel such as video and audio transmissions file transfer etc We hope you enjoy using Netviewer Support NETVIEWER SUPPORT 3 Setting up Netviewer
10. complete you will see the imported e mail addresses in the list of users A notification will appear above the list to tell you if the import process was successful or not Deleting a user 1 Inthe user list click on the Edit button next to the user you wish to delete 2 Click on Delete this user and acknowledge the subsequent query The first user in an organization to register with the MyNetviewer customer portal will have the Admin role giving him access to the invoices area and user administration where he can add additional users When deleting users be aware that the last remaining user in user administration to have the Admin role cannot be deleted NETVIEWER SUPPORT 61 Functions for Netviewer Administrators Deleting a user 1 Inthe user list click on the Edit button next to the user you wish to delete 2 Click on Delete this userand acknowledge the subsequent query The first user in an organization to register with the MyNetviewer customer portal will have the Admin role giving him access to the invoices area and user administration where he can add additional users When deleting users be aware that the last remaining user in user administration to have the Admin role cannot be deleted Assigning roles 1 Open user administration see page 59 2 Click on the Edit button next to the user to whom you wish to assign a role 3 Under Aole select the desired roles see page 60 4 C
11. enter the session e Session password optional which the participant needs to enter the session e Profile name Currently utilized profile Session Session 642 670 225 Password not sek Session recording Ge Lin Profile name Start session ey Restart participant s computer You can also set the session password and open the session settings through the menu that you open by clicking on the icon at the lower right Restarting the participant computer You can restart the participant computer from within the Consultant program after software installation for example After the participant computer has restarted Netviewer will automatically reestablish the session e Click on the button Restart participant s computer in the Session tray and confirm the dialog box with OK The participant will see a dialog box in which he or she must approve the restarting of his or her computer and the reestablishment of the Netviewer session If the participant clicks on OK his or her computer will be shut down and restarted The Consultant program will also be ended and restarted e Enter your login data The Consultant program will now wait until the Participant program is once again available on the participant computer As soon as the participant is signed on to the operating system the Netviewer session will be reestablished NETVIEWER SUPPORT 27 A Restart participant s computer Functions for the consultant
12. in Show mode has a higher priority and retains control over her mouse at all times e Security key Pressing the security key by default Fn immediately revokes remote control NETVIEWER SUPPORT 34 1 107 Ic Jd fal a Functions for both session partners Activating remote control e The session partner clicks or in the Mini panel in the upper section of his or her Control panel You can then control the other person s computer using your mouse and keyboard for example you can execute mouse clicks and make keyboard entries The small hand symbol in the title bar frame of the Netviewer window tells you if you currently have remote control rights As the consultant you can also actively request remote control from the participant To do this click on or in the upper area of the control panel The participant will then see a dialog box that asks him to approve the granting of remote control rights es netviewer Activate remote control Would wou like bo grant remote control rights to another participant WS You can interrupt remote control at any time by pressing the security key F11 Stop showing this dialogue during the current session Yes Deactivating remote control Once again only the session partner in Show mode can deactivate remote control e To do this the session partner clicks off in the Mini panel in the upper section of the Control panel You can also use the Ctrl F10 keys as a
13. later convert the nvl file to an asf file 2 From the Filemenu select Export 3 In the Export dialog you can specify the file name and save location and whether the video VoIP and chat data should be exported as well 4 When you click on Export conversion of the nvl file will begin The asf file will be created at the location you selected Netviewer NetPlayer d Dokumente und Einstellungen marenWesktop 2010_02_18 10_33_11_120_EN Oe File Play Options Help Notviow leskton Sharine for Online Meetines and Support Windows Internet Fx rer go i TELENET cor Mee E Sr Favoriten G9 e Toprannomaosaranai My E Netrener Desktop Shar X Remote maintenance desktop sharing online conferences Use the Internet to view remote computers and collaborate Easily control a remote computer in real time worldwide Reduce travel expenses wasted time and your carbon footprint No installation required works through firewalls certified secunty Netviewer 6 0 is here More information Products fram the European leader in remote maintenance and online conferences E Watch the video 4 Twitter netviewer support Ge netviewer meet vw a Download load Free Free gt gt Support help desks and remote a H Web contere presentations maintenance _ and teamwork Online support with an additional Online conferences with up to 100 paricpant partidpants Remote assis
14. of the Chat tray 2 To send the message click on Send or press Enter on your keyboard The message will appear above in the chat record Chat Consultant Please enter your password in the login dialogue on your screen Participant Ok Installation will start immediate y If you would like to insert a line break in your chat message press Alt Enter P Copying the chat record onto the Windows clipboard e Right click on the chat record and select Copy chat content to the Copy chat content to clipboard clipboard from the context menu NETVIEWER SUPPORT 52 Functions for both session partners Send a link via Chat only on consultant side The Chattray allows you to send a link to the participant You can use this to direct the participant to a web site FTP site or network path to which he or she has access 1 Enter the link for example www netviewer com in the Chat tray s text field 2 Click on the small arrow next to the Send button and select Send Send link i Send link The participant will then see a dialog box He can open the link directly in a browser or cancel the process You can also send several links at a time or send a message with a link such as For P more information visit www netviewer com or www google com NETVIEWER SUPPORT 53 Exit session Either session partner consultant or participant can exit the Netviewer session at any time In show mode
15. published under free license Apache 2 0 Cglib published under free license Apache 2 0 Isontools published under free license GPL Cablib published under free license GPL LGPL MySQL published under free license GPL Hibernate published under free license LGPL Zend Copyright 2005 2009 Zend Technologies USA Inc published under free BSD license Copyrights and brands 2009 Netviewer AG All rights reserved Operating instructions manuals and software are copyright protected Copying reproduction translation or conversion to any type of electronic media or machine readable form in entirety or parts without previous written approval of Netviewer AG is not permitted All additional rights to the software are defined in the license agreements and General Terms and Conditions The Netviewer logo is a registered trademark of Netviewer AG Identical or similar usage of the logo in commercial transactions without approval of Netviewer can lead to cease and desist and damage compensation claims Rights to other brands and product names mentioned in this manual lie with their owners and are hereby acknowledged Mentioning of products that do not come from Netviewer AG serves informational purposes only and does not constitute a promotion Netviewer AG assumes no liability for the selection performance or usability of these products Exclusion of liability Any claims against Netviewer AG related to hardware or software pro
16. session The Instant amp Tina Messaging window from Skype will open From here you can send the selected contact the predefined instant message with Q lames the link to the Participant program 3 Click on the Send button in the Skype instant messaging window Setting up a Netviewer session with the Skype plug in If you have installed the Netviewer plug in for Skype see chapter Netviewer plug ins starting on page 6 you can start a Netviewer session directly from Skype and invite the session participant 1 Right click on the contact in the Skype panel 2 In the context menu under Do more select Netviewer Support The Netviewer Consultant program starts If you have saved the login data refer to page g the session will start immediately Otherwise you will have to first register in the login dialog 3 The Instant Messaging window from Skype will also open Here you can send the selected contact an instant message that contains the invitation link 4 Click on the Send button in the Skype instant messaging window By clicking on the link in the instant message the participant can start the participant program and enter the session directly NETVIEWER SUPPORT 26 Functions for the consultant Session tray The Session tray in the Control panel offers you the consultant the following information and functions e Session number which unambiguously identifies the session The participant needs this information to
17. special tasks are followed by an exclamation point Useful tips for operating Netviewer are labeled with a light bulb symbol NETVIEWER SUPPORT 1 O Vv About this user manual Navigating through the User Manual When reading the User Manual on your screen with Acrobat Reader a variety of navigation functions are available Click on the respective bookmark to move directly to a particular chapter Click on the Bookmarks frame on the left side of your screen From there you can jump directly to the desired chapter Press the Ctrl F key combination to search for specific words in the Acrobat file For example if you would like more information on the Session planner enter the words session planner in the search field This will allow you to view every location where the words session planner appear About Netviewer Support Netviewer Support enables two people to work together interactively by sharing their screens and even granting remote control rights to each other This saves considerable amounts of time and therefore money when providing internal or external support Its features also make Netviewer Support ideally suited to selling your software or other products and services Two roles always participate in a Netviewer session e the consultant who organizes opens and directs the Netviewer session e a participant who enters a session that has already started Neither the consultant nor participant require
18. starts in show mode by default The participant is in watch mode Splash screen Wait window that appears on the screen as Netviewer starts Start dialog Program interface on the consultant s side before a session starts From here he can start sessions or open the Profile manager User manager and Session planner Task bar Bar at the lower edge of the desktop which provides access to the program selection menu displays icons of currently running programs and displays the date and time NETVIEWER SUPPORT 78 Glossary Transfer mode Mode selectable through the monitor s context menu with which a user can determine the image quality and transfer speed with which his own screen will be transferred to the other person in show mode Tray An extendable and retractable section of the control panel that provides access toa single Netviewer function such as video transmission or file transfer Some trays can be opened or closed through profile administration in the MyNetviewer customer portal User administration Additional module in the MyNetviewer customer portal that provides user administration functions when using the e mail address and password authentication method VoIP Tray in control panel for activating and regulating speech transmission via voice over IP Watch mode The mode in which a session participant can view his partner s screen By default the participant starts in watch mode and sees the consultant s
19. the plug ins The first time the Consultant program is used a dialog box will appear that will allow you to start installation of the Netviewer plug ins Depending upon the configuration the dialog box will appear either before the session starts or after the session is over 1 Click on OXto start the installation wizard 2 Follow the installation wizard s instructions Or you can begin installation of the plug ins at any time by going through the About tray in the Control Panel 3 Inthe Adouttray click on nstall Netviewer 4 Follow the installation wizard s instructions During the installation process you can choose the applications in which the plug in will be installed After installation is complete the Netviewer menu will appear in these applications NETVIEWER SUPPORT 6 Setting up Netviewer Using plug ins Proceed as follows if you are working in one of the supported applications such as Microsoft PowerPoint and would like to spontaneously start a Netviewer session or participate in a session that has already begun e Click on the Netviewer icon in the opened application to start the consultant program or go to the Wetviewer Support menu and select Start Netviewer Support d EJ Start Netviewer Support EJ Join a Netviewer Support session e To start the participant program select Join a Netviewer Support session The subsequent steps required to establish a session are described in chapter E
20. the profile your name and the session profile and send invitations by e mail Click on Meet now Regardless of when a session is planned to start you can start it in the Session planner at any time by clicking on Meet now Deleting session appointments You can delete completed sessions individually or all at once To delete a single session appointment right click on the appointment to open the context menu and click on Delete To delete all past session appointments click on Delete all completed sessions from the context menu fe US UU6 Delete Delete all past sessions NETVIEWER SUPPORT 23 Functions for the consultant The integrated invitation function You can send invitation e mails directly from Netviewer to people with whom you would like to hold a session Netviewer interfaces with your standard e mail program for this purpose Netviewer supports virtually all e mail programs When the participant and consultant use the following e mail programs you can send an e mail to the recipient that automatically registers in the recipient s calendar e Microsoft Outlook e Lotus Notes You can send invitations in advance when planning the session or after the session has already started The invitation contains an editable standard text with the session number and usually a link to the participant program In this way the participant receives all the information he or she needs to enter th
21. will blink on the partner s side to inform him or her of the upload Downloading a file 1 Select the desired file and click on the Download button in the File transfer tray 2 In the Save file dialog browse to the local location where you wish to save the file You can also upload or download files with Drag amp Drop Simply drag a file from your computer into the tray or from the tray onto your desktop for example Once you see the Plus symbol you can let the file drop into the new location In this manner you can also upload entire folders to the File transfer tray NETVIEWER SUPPORT 43 v Functions for both session partners Deleting a file As the consultant you can delete any file from the File transfer tray The participant can only delete the files that he or she uploaded e Right click on the file and select Delete from the context menu File transfer Explorer File transfer Explorer helps you exchange files between consultant and participant Using an interface similar to Windows Explorer you can for example easily distribute files or folders to the session partner or update program directories e To open File transfer Explorer click on the icon at the lower left of the File transfer tray and select File transfer explorer from the menu If the session partner agrees to transfer his or her Explorer data the File transfer Explorer will open C netviewer Dateitransfer Explorer O O BB BXx WB Dow
22. your sessions with the nvitation function in the Session planner and use the VoIP function it will be unnecessary to place a telephone call before the session Instead the two session partners will meet directly in the session at the agreed time and communicate verbally with the integrated VoIP function Sending an invitation after a session has begun Proceed as follows if you wish to spontaneously invite a participant to a session that has already started or if you need to quickly send a participant session data After starting the session as the consultant click on the Invite button in the Mini panel Netviewer then attempts to access your e mail program You may see a query from your e mail program that must be acknowledged 1 The e mail to be sent will be opened in your e mail program Enter the recipient of the e mail and add the necessary information such as attachments 2 Send the e mail NETVIEWER SUPPORT 25 JI Send an e mail invitation Functions for the consultant Invite a Skype contact If you are a Skype user you can invite people from your Skype contact list who are currently online to join a session that has already started Session number After starting the session as the consultant click on the Invite 460 938 419 button in the Mini panel invite TE gt 2 Inthe invitation button s context menu click on the Skype contact Send e mail invitation to session whom you would like to invite to the
23. your work as consultant easier when you use Netviewer for support purposes You can forgo the tedious process of requesting and searching for a participant s system data by requesting it all at once and viewing it in this tray 1 Click on the blue link in the System diagnostics tray to request this information from the participant The participant then receives a query that he must acknowledge ane neWwewer System diagnostics The Following information will be sent to the consultant Do you wish bo permit this Processor InteR Pentium R D CPU 2 80GHz 7 Phoenix ROM BIOS PLUS Version 1 10 407 ATIAT COMPATIBLE 2 Once the participant has acknowledged the query you will see the available information such as operating system memory and Internet connection in the System diagnostics tray System diagnostics Operating system Ol Processor Intel R Corel The PL 6300 DELL 14 Phoenix ROM BIOS PLUS Type ATIAT COMPATIBLE NETVIEWER SUPPORT 29 Functions for both session partners The functions that we introduce in this chapter are basic Netviewer functions In most cases both session partners consultant and participant have equal access to them Desktop sharing When you start a Netviewer session as a consultant you initially show your own screen In other words you are in Show mode The participant sees the contents of your screen but has no opportunity to control your computer through his m
24. Delete PrtScn Fi Shift Open context menu Delete permanently Screenshot of entire screen Display direct help Some shortcuts act not on the session partner s computer but instead on the local computer and for this reason Netviewer supports the following modified shortcuts Windows shortcut Windows key E Windows key R Windows key D Windows key F Windows key M Windows key Pause Windows key Tab key Windows key F Windows key Ctrl Esc Alt Esc Alt F4 Alt Tab Alt Tab Shift NETVIEWER SUPPORT Netviewer shortcut CtrlJ Alt E CtrlJ Alt R CtrlJ Alt D CtrlJ Alt F CtrlJ Alt M CtriJ Alt Pause CtrlJ Alt Tab key CtrlJ Alt F1 Ctrl Shift W CtrlJ Alt Ctrl Alt Fa Alt Alt 4 Shift Description Windows Explorer Run Show desktop Search for file Minimize all windows System properties Change task Windows help Display start menu Switch between running tasks with Shift to the left Cancel application or exit Windows Show and switch between running tasks with additional Shift to the left 39 Functions for both session partners Netviewer shortcuts Netviewer keyboard shortcuts are a convenient way to quickly access commonly used Netviewer functions Netviewer shortcuts only take effect on the local computer Netview
25. Netviewer session the consultant and participant must have access to the Netviewer Support Consultant or Participant program respectively 1 As the consultant first start the Netviewer Support Consultant program NV_Support_Consultant_EN exe 2 Enter into the login dialog the user data e mail address and password that you defined when registering with the MyNetviewer customer portal In the login dialog select the option Save login data to save your user name and password locally on your computer The next time you start Netviewer your user name and password will be entered on the login form and you must only confirm by clicking on OK If you use this option you must be certain that no unauthorized persons will have access to your computer and therefore to Netviewer support Login E mail address tom deerem netviewer us Password A i Save login data In the login dialog select the option Save login data to save your user name and password locally on your computer The next time you start Netviewer your user name and password will be entered on the login form and you must only confirm by clicking on OK If you use this option you must be certain that no unauthorized persons will have access to your computer and therefore to Netviewer NETVIEWER SUPPORT 9 Establishing a session with Netviewer After you log in the start dialog will open From here you can start the session and access Netviewer s
26. a Enter a password if you wish to prevent unauthorized access to the session Session password Send an e mail invitation or communicate the Following access data to the attendees te Session 552504 Session password Delete Meet Now Apply Close Planning a new session 1 Click on the Vew button 2 Enter a topic for the session 3 Enter when the session will begin and how long it will last 4 Select whether the session will take place once daily weekly or monthly NETVIEWER SUPPORT 22 Functions for the consultant Optional entries Profile By selecting a profile you can start the session with individually defined settings You can create profiles in the profile administration area of the MyNetviewer customer portal Session password The session can be protected from Unauthorized access with a session password optional Refer to page 24 for more information about the integrated Invitation function Use the button Copy access data to clipboard to copy the session number and session password if present to the Windows clipboard Click on Apply The session appointment will now appear under Scheduled sessions or Scheduled recurrent sessions Starting an ad hoc session If you would like to start a session at short notice without advance planning but still choose additional settings use Ad hoc session 1 2 3 Click on Start an ad hoc session Optionally you can change
27. administrative tools support Start Netviewer 5 Start session Training oe Settings Planned sessions today H 16 30 Training EE Session planner Help 1 How does Nekviewer work Click on Start session in order to initiate a Netviewer session gt The Netviewer Mini Panel with the six digit or version 6 0 and above nine digit session number and the Control Panel will appear on the right side of the screen The session number provides for proper mediation between consultant and participant 4 Next the participant starts the Netviewer Participant program which he or she downloaded from your website or www netviewer com Depending upon which browser the participant is using he can either start the Participant program directly after downloading Internet Explorer or he must first save the program locally before starting To start the program faster from the website take advantage of the Netviewer QuickStart plug in available from the MyNetviewer customer portal 5 Call the participant on the telephone to give him the session number If you are using the Session planner you can send him an e mail invitation in advance with all necessary session data NETVIEWER SUPPORT 10 Session number of6 765 738 Invite O Vv 8 Establishing a session with Netviewer 6 The participant enters the session number in the login dialog and confirms his entry business editio netviewer su
28. aria Mora i Personal settings Licenses My licenses Netviewer Meet Business Edition ID 0842616 Show license Netviewer Support Free Edition User administration Invoices Personal information Role Usage statistics Address Hoofdstraat 117 Administrator Admin Download Postal code city 1274 Huizen Online invoice recipient Company Company AG Help Country Netherlands Phone 417 E mail maria netviewer nl Delete this user Cancel Save Role Authorization User The user is authorized to start a Netviewer Support session with the consultant program and to join a session with the Netviewer Support participant program By default the role of each user assigned to a license will be activated Administrator The administrator can also access User Administration Admin Profile Administration customization of the e mail invitation the invoices area and Usage statistics for all users Online invoice The online invoice recipient can access the Invoices area recipient Invoices and can view and download online invoices Setting up Netviewer user administration Manually create or import a new user If you wish to create new users you can do this manually or import a list of users from a CSV file Creating a new user 1 Click on Add user in user administration 2 Enter the new user s e mail address 3 Click on Send invitation gt The user now appears in the list of users 4 The user will receive an e mail with a link to the MyNetviewer
29. cece cece eee ee ee ee eeeeeeseeeeeeeaaees 24 Setting up a Netviewer session with the Skype plug in 2000 26 SESSION aV naar 27 Restarting the participant computer ccc ccc cece e ee eeeeeeeaeeeeeaaes 27 SESSION SELLINPS usa nina 28 The System diagnostics tray ec cec cece cece eee ee ee eee eeaaeeeeesaeeeeeaaees 29 Functions for both session partnefss 22 c cece cece eee ee eee cece ee eeeees 30 PS OSI OU a ores eee ee eect gue een 30 Changing direction Of VICWING cece cece cece ee enna eee eeseeeeeeeeeeeees 30 F NEEIONS I SHOW MODE a eters denser ee 31 Application SEILER 31 Monitor Troy ee ee sie eect een 32 PUNCEIONS IN WOECI MOB een en 34 POIMLET ee ee ee ee sata 34 TO CONO ser ae are ee ee 34 File transfer per Drag amp DIOp eee ccc cece cece eee ne ee ee eneeeeeeeaeeeeeaes 36 SPO ee nn E en ee ee ee ee 38 Netviewer SMOMCUUS ee ea a 40 View in the Netviewer window uusssssssssasssansennnnnnnnnnennnnen 40 Other functions in the Control panel 00 20 eceeeee cece eee ee eee e eee nennen 43 Transferring files through the Control panel 04442000 43 File transter EXDLOTET sc una 44 Speech transmission through Voice over IP 2 2220222220022 46 VIdeo Lransmissionse2a la 2 22er az ee Oho 47 The Multimedia settings Gidl0g 2 ccc cee e cece cece eeeeeeeeeeeees 48 MVIILG DONG ass ae 50 Da
30. control rights to do this Simply click in the Netviewer window or move the mouse cursor while holding the left mouse button depressed Both sides will then see the pointer at this position on the screen It is not possible to control the computer remotely or manipulate data with the pointer Remote control Remote control enables you to control your session partner s computer who is showing his screen with mouse and keyboard commands Granting remote control rights involves a certain amount of security risk If you intend to grant your session partner remote control rights you should be familiar with and able to use the security functions explained in this chapter In this way you can avoid having the session partner perform undesirable actions on your computer Please also explain these functions to your session partner How does Netviewer protect remotely controlled computers e Granting remote control Only a session partner who shows his screen can grant remote control rights As a viewer you do not have the ability to grant yourself remote control rights e Application selection In general only applications and screen elements that the session partner has released for transfer can be controlled remotely You can neither see nor control elements that he or she has not selected in Application selection e Mouse priority When remote control is activated session partners share mouse and keyboard However the session partner
31. customer portal 5 The new user will be able to use Netviewer as soon as he or she has registered in the MyNetviewer customer portal by clicking on the e mail link and filled in all of his or her contact information NETVIEWER SUPPORT 60 Functions for Netviewer Administrators If instead of using the link provided by the administrator the user registers independently through the MyNetviewer customer portal URL then he or she will receive a separate user account As a result he or she will not have access to his or her organization s Netviewer programs Instead he or she will be limited to using the Netviewer Support program for private non commercial purposes with limited functionality Importing users The import function is useful for creating large numbers of users quickly 1 Todo this create a CSV file with the following format e Place a semicolon behind each user s e mail address as follows Adress csv Editor Fie Edit Format View Help samyecompany com mar7a company com tomas company com mart in company com a maren netviewer n l maria netviewer com mareen beet je netviewer com i m 2 Click on mport users in the User Manager at the lower left 3 Click on Browse Cancel Upload 4 In the Open file dialog that appears select the CSV file that contains the user s e mail addresses 5 Click on Open 6 Click on Uploadto start the import process gt After the import is
32. ducts mentioned in this manual are exclusively in accordance with the stipulations of the license agreements and General Terms and Conditions Any additional claims are excluded in particular Netviewer AG assumes no liability for the correctness of the contents of this manual www netviewer com February 2010 Version 1 1 NETVIEWER SUPPORT 82
33. e direction of viewing so that either one or the other partner shares his screen while the other views it Drag amp drop Drag objects such as files across the screen by holding down the left mouse button and allow the object to drop in a new location by releasing the mouse button Mini panel Central component of the Netviewer program interface which in show mode makes the basis functions and most important indicators visible and accessible at all times Clicking on the Mini panel extends and retracts the control panel NETVIEWER SUPPORT 76 Glossary Moderator program Netviewer Meet moderator program with which the moderator can initiate a session In the standard configuration the moderator program contains more functions than the participant program Monitor Tray in the control panel which shows a small version of how the other person views your screen in watch mode The transfer mode can be selected through the context menu NetPlayer Application available in combination with the recording function used to replay session recordings in the nvl file format Netviewer window The red bordered window in which the user in watch mode sees the other person s screen NVL Proprietary file format of the session recordings which is generated during a session when the recording function is activated Can be replayed only in Netviewer NetPlayer Participant User role in Netviewer that the Netviewer participant program u
34. e session without going to any extra effort We recommend sending the e mails in encrypted format in order to protect transmission of the session number Please refer to the Help section of your e mail program for encryption options NETVIEWER SUPPORT 24 J Functions for the consultant Using Session planner for invitations If you use the Session planner to prepare and plan your Netviewer sessions you can send an advance invitation to the participant This gives the participant an opportunity to add the session to her schedule and gives her in advance the information she needs to start the session 1 Open the Session planner through the Start dialog and plan a session as Usual 2 Click on the nvitation button Netviewer then attempts to access your e mail program You may see a query from your e mail program that must be acknowledged If you use Microsoft Outlook or Lotus Notes 1 The appointment to be sent is now opened in Microsoft Outlook Lotus Notes Enter the recipient of the appointment and add the necessary information such as attachments 2 Send the appointment If the recipient uses a different e mail program the appointment will be automatically converted to a normal e mail If you use a different e mail program 1 The e mail to be sent will be opened in your e mail program Enter the recipient of the e mail and add the necessary information such as attachments 2 Send the e mail If you organize
35. een at the selected location Produces a thin line when you drag your mouse with the mouse button depressed Produces a medium thick line when you drag your mouse with the mouse button depressed Produces a thick line when you drag your mouse with the mouse button depressed Draws a rectangle when you drag your mouse with the mouse button depressed Draws a circle oval when you drag your mouse with the mouse button depressed Hold the mouse button depressed and drag to create text field available only in Show mode Erases drawings and marks in the Netviewer window Deletes the drawings and colors the entire screen white available only in Show mode Only deletes the drawings available only in Show mode NETVIEWER SUPPORT 51 Functions for both session partners Saving the Whiteboard Both session partners can save the Whiteboard as a graphical image at any time and while in either mode File types bitmap bmp and JPEG jpg are available Saves the image under the previously selected name The first time the image is saved the Windows Save as dialog will appear Opens the Save as dialog so you can save the image under a new name Chat The chat function provides session partners yet another way to communicate Here you can exchange written messages with each other The chat record is always visible and traceable Writing a chat message to a session partner 1 Enter your text message in the lower field
36. ense DEC 3 0 Copyright Hagen Reddmann published under free license DEC 5 1 Copyright Hagen Reddmann published under free license Elliptic curve cryptographic primitive license published under free license Boost Copyright 2004 2006 Joe Coder published under free license MHash published under free license LGPL JSON SuperObject 1 1 published under free license MPL 1 1 LGPL 2 1 JSON Spirit 2 0 6 Copyright 2007 2008 John W Wilkinson published under free license iQuery published under free license MIT GPL Client Validators published under free license Apache 2 0 Apache Tiles 2 published under free license Apache 2 0 Tomcat published under free license Apache 2 0 Aspectj published under free license CPL 1 0 Apache Commons published under free license Apache 2 0 Spring published under free license Apache 2 0 Java Copyright 1994 2009 Sun Microsystems Inc published under free Java binary code license JSP JSF JSTL Copyright 2003 Sun Microsystems Inc published under free license CDDL 1 0 GPL 2 0 Log4j published under free license Apache 2 0 XPCOM published under free license MPL 1 1 GPL 2 0 JAMon Copyright 2002 Steve Souza published under free BSD license NETVIEWER SUPPORT 81 Struts published under free license Apache 2 0 Apache Copyright 2009 The Apache Software Foundation published under free license Apache 2 0 Opensymphony Quartz Copyright 2004 2005 OpenSymphony
37. er shortcut Description Win N Extend and retract Control Panel Win S Interrupt screen transmission and transmit a static image Win P Reactivate screen transmission and discard static image F11 Revoke remote control rights Ctrl Alt S Multi monitor support Multi monitor support If the session partner in Show mode uses several monitors when you are in Watch mode you will always see the screen in which the Netviewer Control panel is located To switch to another screen the participant whose computer is controlled remotely can use the key combination Ctrl Alt S This will switch the Control panel to the other screen so you can view IE View in the Netviewer window You can adjust the view of the transferred screen in the Netviewer window with the following functions e Fullscreen e Mini video e Original size e Scale proportionally e Scale Full screen mode Netviewer depicts the transferred screen as a full size image on your screen This lets you view the remote computer as if it were your own assuming equal screen resolution e To activate full screen mode click on the Full screen mode button in the frame of the Netviewer window NETVIEWER SUPPORT 40 Functions for both session partners Full screen bar flap In full screen mode you can control the most important session functions throush the full screen bar After a few seconds the full screen bar folds in and is no longer v
38. fies who will show his session starts screen at the beginning of a session Remote control active at When this option is activated remote start control will be activated for the relevant participant in Watch mode as soon as the session begins This person will be able to remotely control the computer of the participant who is in Show mode If you select Consultant sees participant immediately after a session is established the participant will see a query dialog where he must agree to reveal his screen At no time during the session is the consultant able to configure participant side settings through system settings or in any other way NETVIEWER SUPPORT 65 Functions for Netviewer Administrators Consultant options section Options for the consultant Application selection Transfer Netviewer panel Transfer task bar and system Transfer desktop Transfer newly opened applications Session recording Record session Option Description Application selection Application selection specifies which applications and screen elements the participants will see when you show your Screen Refer to the Application selection section on page 31 for more information about selecting applications Session recording Use this option to activate and deactivate session recording If this box is checked Netviewer will record every session that is started with this profile NETVIEWER SUPPORT 66 Functions for Netviewer Admi
39. h green screen transmission complete and in highest possible quality White striped screen transmission with reduced color depth quality Gray screen transmission incomplete Switch to Show mode or Watch mode The current direction of viewing is shown in yellow Activate or deactivate remote control for the session partner in Show mode or request remote control rights from the participant consultant in Watch mode The current status is shown in yellow Shows which button serves as security key to immediately deactivate remote control default is F1 NETVIEWER SUPPORT 18 User interface The Netviewer window In Watch mode the Netviewer window shows you the contents of your partner s screen The Netviewer window operates like a normal window but provides additional functions for your Netviewer session netwewer Netviewer SHOU WATCH Display Original size W Scale proportionally Scale Tools Mini video Full screen fa GES a NETVIEWER SUPPORT The Netviewer menu contains functions for adapting the display inside the Netviewer window see page a1 Check progress in transferring screen see page 17 Company or consultant name Can be specified when Netviewer configures the program You currently have remote control rights You currently have the right to transfer files with drag and drop see page 36 Switch to Show mode or Watch mode The current di
40. hanging the transfer mode 1 Right click in the Monitor tray A context menu will open The currently selected transfer mode is checked Mode with automatic colour depth adjustment 256 colour mode HyCom mode default 2 Select the desired transfer mode from the context menu The following modes are available Transfer mode Description 256 color mode The transferred color depth is limited to 256 colors This mode enables rapid transfer but details are significantly reduced Mode with automatic The transferred color depth adjusts to the connection speed color depth adjustment Screen contents are initially transferred in reduced color depth but as soon as no more changes take place the color depth will be increased to true color quality HyCom mode default The quality of transferred screen contents is high at all times An intelligent process initially compresses the screen contents in order to ensure high transfer speed As soon as no additional changes take place quality is maximized NETVIEWER SUPPORT 33 Functions for both session partners Functions in watch mode The following functions are available when you look at your session partner s screen Pointer While you are in Watch mode use the pointer to draw your session partner s attention to specific areas of the screen for example an incorrect number in a calculation or a button that he or she should click on You do not need remote
41. he standard settings If you wish to permanently change the basic configuration please contact Netviewer Support Monitor tray Use the Monitor tray to control how Netviewer will display your screen to the session partner You will see a miniaturized version of your screen including all changes in real time Use this opportunity to organize your screen ideally for transfer by arranging Windows closing windows and adjusting settings in Application selection such as hiding the Control panel NETVIEWER SUPPORT 32 Functions for both session partners Transferring 3 still picture To temporarily interrupt transfer of the screen you can switch to a still picture Your screen will then be frozen on the other person s computer e Click on the Pause button to transfer a frozen image of your current screen to the session partner or press the key combination Windows key S e Click on the arrow button to restart transfer of your current screen including changes or press Windows key P Transfer mode for screen transfer The transfer mode determines the color depth in which the transferred screen will be shown in Watch mode on the session partner s computer The transfer mode influences the following factors e Speed of transfer How long does it take for the screen to be completely visible on the other side e Transfer quality How rich in details and true to the original is the depiction of the transferred screen C
42. ick or in order to transmit your microphone signal to your session partner 2 Adjust the Volume and Microphone slide controllers to control the volume of playback nd and recording 8 respectively or Click on the arrow in the lower right of the Vo P tray ti gt The context menu will open Click on Multimedia settings The Multimedia settings dialog will open 5 Use the two slide controls under Audio to adjust the volume and microphone levels Selecting the recording device 1 Click on the arrow in the lower right of the Vo Ptray ti 2 Click on Recording device 3 Select the recording device whose signal you wish to transfer to the session partner If you organize your sessions with the nvitation function in the Session planner and P use the VolP function it will be unnecessary to place a telephone call before the session Instead the two session partners will meet directly in the session at the agreed time and communicate verbally with the integrated VolP function NETVIEWER SUPPORT 46 Functions for both session partners Video transmission The video function whereby Netviewer transmits webcam video to the session partner makes online communication and cooperation even more personal In the Video and My video trays you can view your session partner s video and transmit your own video to him or her A properly installed and connected webcam is required for video transmission Of course your video image
43. ight TMS Software licensed from TMS Software Outlook Redemption Copyright 2007 share it licensed from Dmitry Streblechenko SVCom Copyright 1999 2006 ALDYN Software licensed from ALDYN Software ECCrypt Copyright 1998 TSM Inc lan Sparkes licensed under permission of TSM Inc FastMM Copyright Professional Software Development Pierre le Riche published under free license MPL1 1 ZLib Copyright 1995 2005 Jean loup Gailly and Mark Adler published under free license Blowfish Copyright Hagen Reddmann published under free license Wsocket Copyright 1996 2001 Francois Piette published under free ICS license Mimelltil Copyright 1997 2005 Francois Piette published under free ICS license MailClient Copyright 1997 2005 Francois Piette published under free ICS license ICS Components Copyright 1999 2002 Francois Piette published under free license SAS Library Copyright Microsoft Corporation published under free license JEDI Windows API Copyright Marcel van Brakel published under free license MPL1 1 Windows Installer XML Copyright Microsoft Corporation published under free license CPL1 0 Speex Codec Copyright 2002 2007 Jean Marc Valin Xiph org Foundation published under free BSD license Libcurl Copyright 1996 2009 Daniel Stenberg licensed under a free MIT X derivate license Log4cplus Copyright 1982 1986 1990 1991 1993 The Regents of the University of California published under free Apache BSD lic
44. in the CSV billing module and the CSV log file please speak with your contact at Netviewer You can obtain the CSV billing module in the MyNetviewer customer portal https my netviewer com 1 Log in to the portal 2 In the right column click on Download 3 Download the CSV billing module in the desired language NETVIEWER SUPPORT 75 L Glossary Application selection Tray in the control panel and area in Profile manager which enables detailed selection of the applications and screen elements that are transferred to the session partner Clip Grip for extending and retracting the Netviewer control panel in watch mode Consultant User role in Netviewer Support who which initiates the session through the consultant program and also performs the controlling function during the session Consultant program Netviewer Support program with which the consultant can initiate a session In the standard configuration the consultant program contains more functions than the participant program Control panel Extendable and retractable Netviewer program panel on the consultant and participant side that provides access to various Netviewer functions through the trays CSV billing module Module for Netviewer software which evaluates session data and facilitates billing of Netviewer sessions Desktop sharing Transfer of one computer s screen contents to another distantly located computer The session partners can change th
45. ion partner Use the context menu right click to set color depth and thus the speed and quality of the transfer VoIP Activate and adjust voice transfer via Voice over IP Video View the session partner s video My video View your own video and activate transmission to the session partner Chat Communicate with your session partner by exchanging NETVIEWER SUPPORT 15 Panel from left Panel From right Open Close Exit D 00 Remote control Fi il netviewer WATCH v Session Session 533 513 940 Password gv7ed QUD Remote control Gm I Session recording Profile name Start session amp Restart participant s computer v Application selection Show all applications OD Windows Explorer MyNetviewer Kundenportal amp Posteingang Microsoft Out BJ Netviewer TAINER Transfer newly opened applications Transfer desktop Transfer task bar and system Transfer Netviewer panel gt oIP gt Yideo v My video gt Whiteboard gt File transfer gt System diagnostics netviewer Netviewer Support 6 0 1421 Consultant program How does Netviewer work User interface text messages Whiteboard Whiteboard function for drawing and marking on the screen File transfer Exchange files during the session either with the aid of the buttons or simply by drag amp drop System diagnostics only Retrieve technical information about the participant s on consul
46. ion in a tree type structure In the lower section you have access to general options related to screen transmission e Check the desired options in order to activate transmission for the session partner e Remove the check next to an option in order to prevent sharing it If you move your mouse over an application in the Application selection tray the corresponding window will be highlighted on your screen Application selection Show all applications er contract draft GctO Micr Microsoft Excel key Figures 4 windows Explorer eo Mindjet MindManager Pro Transfer newly opened applications Transfer desktop Transfer task bar and system ITT TAT IT Transfer Wetyviewer panel NETVIEWER SUPPORT 31 Vv Functions for both session partners Option What the session partner sees Show all applications All open windows Transfer newly opened All windows as they are opened applications for as long as you are in Show mode Transfer desktop Desktop including shortcuts background image etc Transfer task bar and system Taskbar start menu and system dialogs Show Netviewer control panel Nonoperable shaded out Netviewer Control panel on edge of screen May cover parts of the transferred screen so not selected by default When you change the settings in Application selection the changes will apply only to the current session As soon as you start a new session Netviewer will revert back to t
47. is or her access to Netviewer e Assign rights to specific Netviewer users e Assign users to specific licenses Licenses users roles and profiles Netviewer user administration is based on the concepts of licenses users roles and profiles What does a license contain A Netviewer 6 0 named user license gives a specific uniquely identifiable user authorization to use Netviewer What is a user A user is a person who uses his her registration data e mail address and password to access his or her user account in the MyNetviewer customer portal and assuming a license has been assigned is able to start Netviewer sessions What is a role A role provides authorization to perform certain actions in Netviewer In user administration you can assign roles to a user thereby giving the person the right to access user administration and view online invoices for example A user may have several roles and a role may be assigned to many different users What is a profile A profile contains a customized configuration of a variety of session settings Authorized users can select a profile in the start dialog before each session starts NETVIEWER SUPPORT 57 Functions for Netviewer Administrators Profiles can be administered in profile administration through the MyNetviewer customer portal This is related to user administration to the extent that you release profiles for users from within profile administration Licenses
48. isible To fold it open move your mouse to the centre top edge of the screen LI neviewer fe show unten re Ae 2 The functions Scale proportionally and Mini video are Display u l available in Full screen mode see page 40 Original size W Scale proportionally Scale Tools Mini video Full screen Check screen transfer progress see page 17 You currently have remote control rights You currently have the right to transfer files with drag and drop see page 36 Ho Switch to Show mode or Watch mode The current direction of viewing is shown in yellow Activate or deactivate pinning of the full screen mode bar If the bar is pinned it will stay on top Extend and retract Control panel Minimize the Netviewer window so it is visible only in the taskbar Reduce the Netviewer window switch back to normal window view Exit the Netviewer session H D BB E H G Mini video The Mini video display option shows a smaller version of the session partner s video in the Netviewer window e Open the Netviewer menu at the top left of the Netviewer window Select the Mini video option The presence of a check in front of the option will tell you that the function is activated If the session partner has deactivated video transmission the Mini video will not be shown NETVIEWER SUPPORT 41 Functions for both session partners Original size The Origi
49. istributing login data Login data protects the Consultant program from unauthorized access Upon starting Netviewer asks the consultant to provide his or her login data for authentication and authorization The user must provide the proper e mail address and password Each user specifies his or her own login data when registering in the MyNetviewer customer portal NETVIEWER SUPPORT 4 Setting up Netviewer Named User Licenses In order to utilize the full number of named user licenses purchased from Netviewer you must enter the appropriate number of users in user administration and assign them to a contract On the participant s side Provide access to the participant program The participant with whom you would like to hold a session requires the Netviewer Support participant program NV_Support_Participant_EN exe You receive the participant program together with the Consultant program from Netviewer You can provide the participant program to others in the following ways e as a download on your own website e in another way such as an e mail e as a download from www netviewer com which always contains the most recent version of the participant program Compatibility with Consultant program In most cases every Netviewer Support participant program will be compatible with your Consultant program The Netviewer Consultant programs of version 6 0 and higher are compatible only with version 6 0 or later of the partici
50. ives the right to remotely control all of the other person s visible applications besides the Netviewer control panel by making mouse and keyboard entries Role A method for administering users that allows the Netviewer administrator to grant users specific rights in Netviewer Users are assigned roles in the user administration area of the MyNetviewer customer portal Security key Key by default Fi that the session partner in Show mode can use to immediately revoke remote control and drag and drop file transfer rights from the user in Watch mode when remote control is activated Session Netviewer Support session which the consultant initiates and a participant can enter Also a tray in the control panel with centralized information about the session Session number Six digit or version 6 0 and above nine digit session number generated randomly by Netviewer that uniquely identifies a session and through which the connection between consultant and participants is established Session password Password that the consultant can define in the Session planner in order to additionally protect the session When logging in to the session the participant must provide the session password Session planner Additional module for planning and organizing Netviewer sessions Only the authorized user has access to the Session planner Show mode The mode in which a user s screen is transferred to the session partner The consultant
51. l ee nalen 52 EXIE SESSION rue eier ee 54 Restarting Netviewer after exiting a Session u s4 u seen nennen 55 Functions for Netviewer Administrators 444 aH nenn 56 Registering in the MyNetviewer customer portal 2 56 Netviewer user administration uussunsannennnannennnnn nennen nennen 57 Licenses users roles and profiles 0 cece cece cence ee eeeeeeeeaes 57 LICENSES A en 58 User SOMUMISELOLION eek er 59 Setting up Netviewer user administration cece eee eee e eee e eens 60 ASSIEMINE OCS hc etcr sii tia Beater baie a ete tae aati lasialebe 62 Admis terine PIONIES nn ea 63 Profile administration interface 222200sssnasssnnnnennnnen 64 AGFMIAISEELINE DION ES eien e a aaa e 67 Customizing the e mail invitation text cece cece cece eee ee eee eeeeeeeees 69 a feted g omen ene Ore eee ie ee a oe eee ene eee eee 71 ANDO OB TIE ae ee ee een ae aaa 71 Netviewer Usage Sstalistieszsuntieingesiiiteiie elta 71 Additional IMOGUICS a ER vate 72 Recorde TUMGUION user 72 NELMIEWErNEeEPlayers een 73 CSV DINE AOC Fra einge 75 GOSS E E 76 COTE ACE yee ee r ec E E E E ed 80 Important notice Please note that functions included in the Netviewer Support Business Edition but not included in Netviewer Support for non commercial use as well as functions that you can have activated in the Business Edition upon inq
52. l up the Multimedia settings dialog From the Vo Ptray 1 Open the Vo Ptray 2 Click on the arrow at the lower right ae 3 Click on Multimedia settings in the context menu gt The Multimedia settings dialog will open From the My video tray 1 Open the My video tray 2 Click on the arrow 3 Click on Multimedia settings in the context menu gt The Multimedia settings dialog will open Possible settings In the Multimedia settings dialog under Video you can e Select a video file an image or a Webcam e Adjust the image quality of your Webcam Under Audio you can e Select output device and microphone e Mute the microphone and switch off output audio e Test the audio devices by playing a test tone making a test recording and playing it back The buttons for transferring the image and video and for activating or deactivating the static image can be found in the My video tray NETVIEWER SUPPORT 49 Functions for both session partners Whiteboard The Whiteboard function allows session participants to add drawings and marks visible for everyone onto the transferred screen The session partner in Show mode can activate the Whiteboard as needed Two modes are available in the Whiteboardtray Screenshot mode The screen freezes and both session partners can draw and make marks on the current screenshot Live mode Screen transmission continues without limitation and the screen retains all of its functi
53. laceholders can be used multiple times in the text W Reset customized template to the default Netviewer template 1 Activate the Use default text option 2 Click on Save NETVIEWER SUPPORT 70 Functions for Netviewer Administrators Logging TXT log file When a session is established for the first time the consultant program senerates a text file with the log entries The log file is stored in the same directory as the consultant program Log entries for each new session are written at the end of the file Netviewer Usage statistics The usage statistics in the MyNetviewer customer portal provide an overview of the number and duration of sessions that are held by dedicated users within a certain period of time with a certain contract Open usage statistics 1 2 gt gt Sign on to the MyNetviewer customer portal In the right column click on My licenses A summary of the available contracts will appear Click on the Statistics button behind the contract whose usage statistics you would like to view ALLG The usage statistics for the selected contract will be displayed Only the Netviewer administrator has a global overview of usage statistics of all users under a contract Users with the role User can view only their own usage statistics NETVIEWER SUPPORT 71 Additional modules Recording function The recording function makes it possible to retrace Netviewer sessions Everything from the
54. lick on Save Role Administrator Admin Online invoice recipient NETVIEWER SUPPORT 62 Functions for Netviewer Administrators Administering profiles Profile administration in the MyNetviewer customer portal gives you the ability to adjust and customize session settings For example you can define the direction of viewing when the session starts or specify which trays will be visible If a consultant has access to a custom profile named Meeting for meeting purposes for example then he will receive the Meeting button in the start dialog Users for whom no profiles have been made available will not see any profiles in the start dialog These users will not have the ability to start a Netviewer session What are the benefits of working with profiles e Configure Netviewer to handle specific scenarios that occur regularly e Customize Netviewer for users who have special needs e Save time during the session for example by changing the direction of viewing adapting the selection of applications Examples of profiles e Create a Training profile with only the minimum required functionality in order to avoid distractions e Inthe Start session profile the session participants have access to the full range of functions so they can take advantage of every possible means of communication Opening Profile administration 1 Sign on to the MyNetviewer customer portal 2 Inthe right column click on My licenses g
55. nal size function is used when the transferred screen is shown in 1 1 scale This maximizes the Netviewer window In this case the screen may need more room than the Netviewer window provides To scroll within the Netviewer window move the mouse along the window frame in the direction of the items you wish to view The contents of the window will shift according to the movement of the mouse The closer you move the mouse to the edge the faster the contents will move 1 Open the Netviewer menu at the top left of the Netviewer window 2 Select the Original size option The presence of a check in front of the option will tell you that the function is activated Scale proportionally When the Scale proportionally function is active the aspect ratio of the transferred screen will be retained when shown in the Netviewer window 1 Open the Netviewer menu at the top left of the Netviewer window 2 Select the Scale proportionally option A check in front of the option indicates that the function is activated If the transferred screen does not fully cover the Netviewer window in full screen mode you will see gray areas at the top and bottom or at the left and right Scale When the Scale function is activated the screen contents from the session partner s screen in Show mode will be adapted to the Netviewer window without retaining the aspect ratio As a result the screen contents and Netviewer window may be stretched or distorted so
56. nistrators Users section In the Users section you can define which users may use the profile A newly created profile is available for all users by default Making a profile available only for certain users 1 Select from the drop down menu the profile you wish to edit 2 Activate the option available only for certain users gt Alist of all users will be displayed T Users Profile O available for all users available only for certain users Jenny Kang Delete Raul Diaz Delete Frangoise Renoir Delete Marta Pavlowski Delete gianni vecchi netviewer it Delete Add user 3 Remove the users who may not have access to the profile 4 To make the profile available again for the user click on Add USET Administering profiles Create a new profile 1 Open profile administration see page 59 2 Click on Create new profile 3 Enter a name for the new profile 4 Edit the profile under sections Range of functions Session settings Options for the consultant and Users 5 Click on Save Editing an existing profile 1 Select from the drop down menu the profile you wish to edit 2 Edit the profile under sections Range of functions Session settings Options for the consultant and Users 3 Click on Save Delete a profile 1 Select from the drop down menu the profile you wish to delete 2 Atthe bottom click on Delete this profile NETVIEWER SUPPORT 67 Functions for Netviewer Administrators Temporaril
57. nload Desktop Name Gr e Typ Ge ndertam_ erstelltam Attribute Arbeitsplatz lt C Lokaler D C Lokaler Datentr ger K konfi S N netrun 0 netviewer 52 Q entwicklung S progs 2 3 T tmp 3 W ina Eigene Dateien 6 2 DB X upad Name Gr e Typ Ge ndertam_ erstelltam Attribute Arbeitsplatz C Systems C Systems D Lokaler D D Lokaler Datentr ger 29 E CD ROM L E CD ROM Laufwerk 38 K konfi S N netrun 5 0 netviewer 58 Q entwicklung 3 S progs T tmp W ina Eigene Dateien The window is divided into three areas e The upper area shows the File explorer on the session partner s computer e The centre area shows the File explorer on your own computer e The lower area shows protocol and status information NETVIEWER SUPPORT 44 Functions for both session partners File explorer provides the same basic functions that you know from Windows Explore m x u BD Sr f Go back to the previously opened directory Go forward once again to the next directory Go to the directory at the next highest level Create a new directory in the currently opened directory Delete the currently selected item file or directory Refresh the view Switch between various ways of viewing the items contained in the directory with
58. of rights thereby controlling which functions they can access within the Netviewer products and the MyNetviewer customer portal e You can create edit and delete users at any time Opening user administration 1 Sign on to the MyNetviewer customer portal 2 Inthe right column click on User administration gt A summary of previously created users will appear User administration interface gt a Overview User administration Personal settings NAME Jenny Kang Billing Admin e My licenses Netviewer Support Business Edition ID 0400020 Show license Netviewer Meet Business Edition ID 0400021 Show license User administration gt Morton Svensson er 8 i Sa Invoices gt Raul Diaz gt Agda Martinssen o pL Usage statistics i DD o a A o oO X gt Fran oise Renoir gt Marta Pavlovski User Download gt guelcan atak netviewer tr Billing Help gt Bukrop KpaBuos User s gt gianni vecchi netviewer it User gt Horst Schlemmer Billing gt eva luna netviewer de Invoices e Add user Name Users that have already been created Contract Click on the name of the user to see which contracts have been assigned to that user Role The role s currently assigned to the user F Edit button for obtaining a detailed view of the user s data NETVIEWER SUPPORT 59 Functions for Netviewer Administrators e Click on the Edit button to obtain a detailed view of the user i Overview M
59. onality The session partner who is in Watch mode can draw on the screen The session partner in Show mode can only delete the drawings Drawings and markings in Live mode are nonpermanent For example if a newly opened window covers a drawing the drawing will be deleted Activating Screenshot mode 1 Make sure that you are in Show mode 2 Inthe Whiteboard tray select Screenshot mode 3 Activate the Whiteboard with on Whiteboard Screenshot Modus Live Modus A W Zeichenflache zur cksetzen ol al Speichern Sitzungsteilnehmer darf zeichnen Both session participants can now use the drawing tools If you would like to prevent the session partner from drawing on your screen remove the check from next to Participants may draw e Click on offto deactivate the Whiteboard NETVIEWER SUPPORT 50 Functions for both session partners Activating Live mode 1 2 3 Make sure that you are in Show mode In the Whiteboardtray select Live mode Activate the Whiteboard with on Whiteboard Screenshot Modus Live Modus The session partner in Watch mode can now use the drawing tools In Show mode you can delete the drawings by clicking on the button Clear drawings Drawin Se f iN L Click on offto deactivate the Whiteboard g tools and functions When your mouse button is depressed this tool produces a laser pointer on the other person s scr
60. or without details as a list as icons Transfer selected item s from the session partner s computer to the currently opened directory on your own computer Transfer selected item s from your own computer to the currently opened directory on the session partner s computer Transferring files to the session partner 1 3 4 In the upper section of File transfer Explorer open the target directory on the session partner s computer In the centre area open the directory on your computer that contains the files you wish to transfer Select the files Click on Upload Transferring files from the session partner to your own computer 1 In the centre section of File transfer Explorer open the target directory on your computer In the upper area open the directory on the session partner s computer that contains the files you wish to transfer Select the files Click on Download NETVIEWER SUPPORT 45 Functions for both session partners Speech transmission through Voice over IP Netviewer provides an integrated VoIP function Voice over IP that makes it possible to establish a telephone connection over the Internet The benefits of using the VoIP function instead of a normal telephone e Reduce telephone charges e The convenience of talking through a headset e No special software required e The only requirement Both session partners must have a headset Activating VoIP 1 In the Vo P tray cl
61. ouse for example To see which applications and screen elements you can transmit in Show mode refer to Application selection on page 31 Changing direction of viewing Both session partners are able to change the direction of viewing Change the direction of viewing with buttons Show and Watch While in Show mode e Click on Wetch in the Mini panel or in Control panel For the participant to show his screen he must first acknowledge a related query While in Watch mode e Click on Show in Control panel When the participant switches to Show mode he receives a query that protects him from unintentionally transferring his desktop You will be able to see his screen only after he has acknowledged the query Your screen content is about to be transferred ed Do you want to proceed Notice The session can be recorded You can use the Application selection beforehand to choose See the applications to be transferred Stop showing this dialogue during the current session NETVIEWER SUPPORT 30 Functions for both session partners Functions in show mode You can use the following functions while showing your screen Application selection In the Application selection tray you determine which applications and elements of your screen your session partner will see Currently open applications are listed in the upper area If one application has several open windows these will be shown below the applicat
62. pant programs and vice versa The latest programs are available at www netviewer com Functional settings in the participant program always adapt to the Consultant program For example if the Consultant program deactivates the ability to change the direction of viewing this will also be unavailable in the participant program Important notice for Netviewer sessions with Mac participants of version 5 0 The Mac client 5 0 is compatible with any Consultant program of the versions 5 0 and 5 1 When moderating Netviewer sessions with Mac connected Netviewer participants you will be able to interact with these attendees using the desktop sharing direction of viewing and remote control functions NETVIEWER SUPPORT 5 Jd Setting up Netviewer Netviewer plug ins Netviewer plug ins are useful for users who would like a quick and easy way to start Netviewer from other applications Once you have installed the plug ins you will be able to start or participate in a Netviewer session directly from Microsoft Excel for example with just a simple click Netviewer plug ins are available for the following applications e Windows Explorer e Microsoft Office Microsoft Outlook Word Excel PowerPoint e Lotus Notes e Microsoft Internet Explorer e Mozilla Firefox e Skype Please note that Netviewer must be installed on the computer in order to use the Netviewer plug ins Local administrative rights are therefore also needed Installing
63. pport LJ netviewer Participant login Please enter the session number the consultant gives to you on the phone Session number 123456789 Connect nd If you have defined a session password for a preplanned session the participants must enter this in another dialog gt Netviewer then establishes a connection between consultant and participant As soon as the connection is complete you the consultant will be showing the participant your screen You can see in the Mini panel that the connection has been established f nn successfully The Mini panel provides access to the most important session functions You can fold open the Control panel by clicking on the Mini panel Remote control NETVIEWER SUPPORT 11 Establishing a session with Netviewer On the participant s side a Netviewer window appears and shows the contents of the consultant s screen On the right edge of the screen the clip for folding out the Control panel is visible If you use Netviewer on a Windows Vista computer you will receive a UAC prompt User Account Control when you start the Netviewer program If you logged onto the pc as administrator or you have the administrator password at your disposal you can start Netviewer with administrator rights To this end please click on Continue in the UAC dialog In this case your session partner can control your computer remotely and even the UAC if you grant remote control righ
64. r e It helps you prepare better for your Netviewer sessions with date time and profile for example e You can send e mails to easily invite participants to future sessions e You always have information about current and planned Netviewer appointments Opening the Session planner e Inthe start dialog click on Session planner NETVIEWER SUPPORT 21 a 09 00 Support Meeting C279 Functions for the consultant Session planner interface Scheduled sessions and Scheduled recurrent sessions on the left side of the Session planner show you previously scheduled session appointments If no appointments are present you can click on Start an ad hoc session to organize an ad hoc session Or click on the Vew button to plan a new session The right half of the Session planner contains information about the session appointment marked on the left half U netviewer Session planner Organize instant session a Start an ad hoc session 961020 Scheduled sessions Topic Meeting netviewer E 12 11 2007 13 30 14 30 Meeting netviewer Sarah 06 11 2007 10 30 11 00 Presentation ABC Sarah Start 12 11 2007 13 30 00 Duration f Hour Recurrence pattern Choose a profile for this session Profile standard profile Session Indicate how your name is displayed to other attendees Scheduled recurrent sessions Your name Sarah 4 08 11 2007 14 00 14 15 Meeting James Sarah A 3 a
65. rection of viewing is shown in yellow Switch to full screen mode Minimize the Netviewer window to the taskbar 19 User interface Reduce maximize the Netviewer window EG Exit the Netviewer session Netviewer window in the taskbar Netviewer is shown as a task in the Windows taskbar In Watch mode right click on the task to open the context menu and gain access to a variety of functions related to customizing the view of Netviewer Original size Scale proportionally Scale Full screen Minimize Maximize 5 x Close Alt F4 The Netviewer icon in the system tray The Netviewer icon in the system tray informs you that Netviewer Support is currently being used on your computer Right click on the icon to open the context menu where you gain access to functions related to the Control Panel and can close Netviewer Panel from left pen Wi n H Exit Alt F4 bogey mer A NETVIEWER SUPPORT 20 Functions for the consultant The consultant is responsible for organizing a Netviewer session in advance and assuming the leading role during the session He has access to a variety of administrative functions for these purposes Session planner Use the Session planner module to plan and administer appointments for Netviewer sessions Netviewer appointments that you entered for the current day appear in the Start dialog and can be started by clicking on them What are the benefits of the Session planne
66. rom the drop down menu you can modify settings under the Range of functions Session settings Options for the consultant and Users sections of profile administration Refer to the following pages for more information about these settings NETVIEWER SUPPORT 64 Functions for Netviewer Administrators Range of functions section Sometimes it can be useful to hide functions in the Netviewer Control Panel in order to keep the interface well organized or minimize distractions e To hide a function in the Netviewer Control Panel remove the check from the box next to the function name Range of functions Application selection Defines which applications will be transferred Monitor Shows a preview of screen contents that will be transferred olP Voice over IP verbal communication headset recommended Video Videoconference using a Webcam or transfer a static image File transfer Direct transmission of any files Chat Exchange text messages Whiteboard Laser pointer and drawing tools System diagnostics Request and view system data Session settings section The session settings section permits alteration of a few central settings that are normally permanently defined in your Netviewer program s configuration Session settings Direction of viewing when session starts Conzultant sees participant OQ Participant sees consultant Remote control active at start Option Description Direction of viewing when This option speci
67. screen NETVIEWER SUPPORT 79 Contact Netviewer Head Office Deutschland Netviewer AG Erzberger Stra e 117 76133 Karlsruhe Tel 49 0 721 35 44 99 0 Fax 49 0 721 35 44 99 300 www netviewer de info netviewer de United Kingdom Phone 44 0 1483 400660 Fax 44 0 1483 431821 www netviewer co uk info netviewer co uk Benelux Hi Tel 31 0 20 708 9700 Fax 31 0 84 930 2051 www netviewer benelux com info netviewer benelux com Other countries www netviewer net info netviewer net NETVIEWER SUPPORT sterreich Tel 43 0 1532 1612 0 Fax 43 0 1532 1612 900 www netviewer at info netviewer at Italia i f Tel 39 02 47950781 Fax 39 02 45503039 www netviewer it info netviewer it Schweiz Ed Tel 41 0 44 722 80 00 Fax 41 0 44 722 80 01 www netviewer ch info netviewer ch France i T l 33 0 141 49 07 95 Fax 33 0 1 41 49 08 00 www netviewer fr info netviewr fr Espa a Z Gl Tel 34 902 995 217 Fax 49 721354 499 300 www netviewer es com info netviewer es com Nordics tos ims um Tel 46 0 8 410 416 00 Fax 46 0 8 410 416 10 www netviewer se info netviewer se International Support support netviewer de Tel 49 0 721 35 44 99 999 80 Netviewer uses the following third party components Eureka Log Copyright Fabio Dell Aria licensed from Fabio Dell Aria TMS Unicode Copyr
68. ses The participant is invited to a session by the consultant and can participate in the session Participant program The Netviewer program that the participant uses in order to enter a session started by the consultant Password Password with which the consultant must authenticate himself when starting the consultant program Protects the consultant program from unauthorized access Pointer Arrow shaped pointing instrument which the Netviewer user can use in watch mode without remote control If he clicks in the Netviewer window an arrow will appear at this position on the user s screen Profile Custom session configuration that the consultant can use to start a Netviewer session Profiles are defined in the profile administration area of the MyNetviewer customer portal Profile administration Additional module in the MyNetviewer customer portal for creating and administering profiles When the Netviewer user has the proper authorization a link to Profile administration will be available on the start screen Quality corner Indicator green striped who are gray circle in control panel Mini panel and Netviewer window frame which shows the progress of the screen transfer NETVIEWER SUPPORT 77 Glossary Recording function Additional functionality that enables recording of sessions in the nvl file format Session recordings can be replayed with Netviewer NetPlayer Remote control The user in watch mode rece
69. session including video and voice when using VoIP is kept in the recording Netviewer supports session recording in file formats nvl and asf The configuration of your Netviewer program will determine which file format is used for recording If recording in asf format we recommend using a computer with at least 256 MB RAM at least a 2 GHz processor and Windows XP or Vista File formats for session recording nvl Netviewer s proprietary file format nvl files can be neither edited nor changed which makes the recording suitable for auditing purposes To play nvl files you must use Netviewer NetPlayer which contains the common functions of a media player asf Proprietary file format developed by Microsoft for audio and video data To replay asf files you can use Windows Media Player and various other players available free of charge Starting session recording Recording of the session will begin automatically when the session starts You can use the following buttons in the Session tray to control the recording G Starts session recording Pauses session recording Fr Stops session recording The button in yellow indicates the current status of the recording hi Session recording is ongoing i Session recording is paused La Session recording is stopped NETVIEWER SUPPORT 72 Additional modules If you do not want the recording function to be activated at the beginning of the session and prefer to s
70. sessions NETVIEWER SUPPORT 13 User interface How does Netviewer work Open the online help for consultants in your web browser Exit Exit Netviewer On both sides Control panel Both session partners have access to the extendable Control panel with the Clip or Mini panel It provides access to a variety of functions like file transfer and speech or video transmission the Control panel is divided into trays The consultant s Control panel offers additional administrative functions for completing the session which the participant cannot access Extending and retracting the Control panel e Click on the Clip or the Mini panel in order to extend or close the Control panel or press the key combination Windows key N Even when the Control panel is closed the Clip small red handle at edge of screen in Watch mode or Mini panel in Show mode will inform you that the session is currently active You can concentrate completely on the application that you are currently editing yet still have ready access to the Control panel The Control panel often covers the buttons for minimizing reducing and closing a window below it But if you move your mouse to the upper right corner the Control panel will slide down so you can access these buttons NETVIEWER SUPPORT 14 User interface The following functions are available in the upper area of the Control panel Extend and retract Control panel Switch to Show mode or Wa
71. shortcut for toggling the on off buttons for remote control NETVIEWER SUPPORT 35 Vv OFF Functions for both session partners File transfer per Drag amp Drop There are three ways for session partners to exchange files e File transfer per Drag amp Drop In Watch mode with activated remote control you can drag and drop files out of and into the Netviewer window e File transfer tray You can upload and download files at any time throush the File transfer tray in the Control panel e File transfer Explorer Using an interface similar to Windows Explorer you can easily distribute files or folders to the session partner update program directories and perform other tasks If you would like to use Drag amp Drop to exchange files a small amount of preparation is necessary Make sure that you are in Watch mode and have remote control rights The symbol in the bar of the Netviewer window tells you if you may exchange files through Drag amp Drop e Arrange your screen in a way that facilitates access to the file administration system such as the desktop Windows Explorer or the working area on both your screen and the transferred screen Transferring a file from your session partner s computer to your own computer e Select the desired file in the Netviewer window hold the mouse button depressed and drag the file from the Netviewer window and into your file administration system or desktop The session par
72. stablishing a session with Netviewer starting on page 8 Uninstalling plug ins You can uninstall plug ins at any time by going through the Windows Control Panel 1 Click on Start Control Panel Add or Remove Programs to open the Windows Add or Remove Programs dialog 2 Select entry Netviewer Support and click on Remove The plug ins will now be uninstalled 3 If required restart your computer in order to complete removal Checking the VeriSign certificate Netviewer programs are signed with a VeriSign certificate to confirm their authenticity You can confirm that you are using an original Netviewer program by opening the file properties and viewing the signature e Right click on the exe file to open its context menu e Select Properties e Goto the Digital signatures tab e From the list select the Netviewer certificate and click on Details In Details you can check the validity of the VeriSign certificate NETVIEWER SUPPORT 7 Establishing a session with Netviewer In brief 1 Start the Consultant program 2 Enter the login data 3 Inthe start dialog click on Start session 4 Provide the participant with the session number 5 The participant starts the Participant program 6 The participant enters the session number and acknowledges his entry 7 The Netviewer session starts NETVIEWER SUPPORT 8 Establishing a session with Netviewer Establishing a session the details To start a
73. t A summary of your licenses will appear 3 Click on the Edit button next to the product you would like to edit or for which you would like to create a profile 4 Click on Profile administration under the Profiles section Profile administration will open NETVIEWER SUPPORT 63 rer Meeting Functions for Netviewer Administrators Profile administration interface Profile administration Netviewer Support Business Edition Greate new profile Profile otart session Range of functions Application selection Defines which applications will be transferred Monitor Shows a preview of screen contents that will be transferred VolP Voice over IP verbal communication headset recommended y Jideo Y deoco nferen ce uzin g a Web cam or tr anaf er a static im age File transfer Direct transmission of any files Chat Exchange text messages Whiteboard Laser pointer and drawing tools System diagnostics Request and view system data t Session settings t Options for the consultant Users Delete this profile Cancel Save The drop down menu contains a list of existing profiles Profile administration Netviewer Support Business Edition Greate new profile Profile otart session Start session The first option is the Start session profile Any customized profiles that you have created will appear next You can customize the above mentioned default profile at any time to accommodate the users needs After selecting a profile f
74. tance over the Internet Simpaty project collaboraton and team Less on site deployments and taster License models meetings solutions ER Online sales and product presentations Ind system Giagnostics fle Iranster non amp Uve demo Interactive sofware raining fom the revisadie recording G Product brochure users own desk More Information More Information O 2010 hemener netviewer 00 00 05 671 Start 18 02 2010 10 33 11 Direction Showing Duration 00 00 20 937 You can obtain NetPlayer in the MyNetviewer customer portal https my netviewer com 1 Log in to the portal 2 In the right column click on Download 3 Download NetPlayer in the desired language NETVIEWER SUPPORT 74 Additional modules CSV billing module The CSV billing module offers an easy way to analyse sessions and generate bills This tool can generate bills for all clients within a certain time period at the push of a button including an itemized call listing You can also sraphically visualize and evaluate existing session data Session logging in a CSV file is required to use the CSV billing module CSV log file In addition to the text file which Netviewer always generates in the default setting Netviewer can also activate the CSV log file The CSV log file contains the same information as the text log file and is better suited for additional processing such as with the Netviewer CSV billing module If you are interested
75. tant side system such as operating system hardware Internet connection About Provides information about the Netviewer variation being used the version and license number and provides a link to online help Floating windows The control panel trays can be easily dragged away from the control panel and dropped anywhere on the screen You can use this feature to organize the Netviewer interface according to your requirements e Click and hold the title bar of any tray While keeping the mouse button depressed drag the tray to the desired position on your screen Benam PG Pech iret taser rasara a joie a Garen DE Kari ahaa eer Welcomes to the cusloener area Maren Date How ever 11 reser ke Mat p birari Er ae Ga Mig E coe ee H paepe r ete ees Lima air Past eons m Lae Ei Dar Coe ir peida ern reil Tag CA a rer terei O pHi Camiini ie The trays Application selection File transfer Video and Chat are scalable when they are located outside of the control panel NETVIEWER SUPPORT 16 User interface You can extend or retract a tray by double clicking on its title bar Whiteboard o A wal Il Speichern If you are using two or more monitors the trays can only be positioned on the monitor on which the control panel is located e Click on the X at the upper right corner of the tray in order to move it back to the control panel e If several trays are floating on the screen and
76. tart recording manually please contact Netviewer AG Pausing session recording e Click on the button Pause session recording You can start session recording again at any time or stop it completely Stopping and saving session recording 1 Click on the button Stop session recording 2 As soon as you end session recording a Save as dialog will open This allows you to specify where the recording file will be saved If you do not specify a save location the file will be saved by default in the same folder where the exe Netviewer program is located Please inform your Netviewer contact if you would like to specify in the Save as dialog a particular location for your nvl files as the default value for your Netviewer application Deactivating the recording function In the profile administration area of the MyNetviewer customer portal you have the ability to deactivate session recording for certain users Refer to page 65 for more information about this Netviewer NetPlayer Use NetPlayer to open an nvl file Here you have access to the following functions Play the session recording j T Pause the playback 16x gt Increase up to 16 times normal speed or decrease down to 1 16 the original speed playback speed of the session recording Copies the current recording image to the Windows clipboard NETVIEWER SUPPORT 73 Additional modules Converting an nvl file into asf format 1 Using NetPlayer you can
77. tart the Netviewer consultant program immediately at the end of a session The session will be automatically started with the previously used profile netviewer Netyiewer was closed Close Powered by www nebviewer cor e Click on Aestart in the Exit dialog After Netviewer starts the Mini panel will immediately appear with the session number NETVIEWER SUPPORT 55 Functions for Netviewer Administrators As a Netviewer administrator you have access to the following functions in the MyNetviewer customer portal e administer licenses and users e activate and deactivate program functions and settings in the form of profiles for specific users e customize the text of e mail invitations to your requirements e view usage statistics for all users Registering in the MyNetviewer customer portal There are two different ways to register in the MyNetviewer customer portal 1st way gt You have already purchased the Netviewer product from our online shop or one of our salespeople 1 You will receive an e mail with a registration link 2 Click on the link 3 To register in the MyNetviewer customer portal enter your e mail address and select a password 4 Fill in your contact information During a Netviewer session the first and last name that you enter under Personal settings will appear as your participant name in the Session tray of the Netviewer Control Panel 2nd way
78. tch mode The current direction of viewing is shown in yellow Activate or deactivate remote control for the session remote control Gl Por partner in Show mode or request remote control rights from the participant consultant in Watch mode The current status is shown in yellow Security key F depending on your configuration enables you to immediately deactivate remote control Moving the Control panel You can move the Control panel to the right or left edge of your screen 1 Right click on the Netviewer icon in the system tray or the Mini panel to open the context menu 2 Select Panel from left or Panel from right Trays in Control panel The following overview shows all of the trays available for the Control panel The trays that are actually available to you depends on the profile the session was started with and the session settings Additional information about the trays is available in the sections Functions for the consultant consultant and Functions for both session partners starting on page 21 Session Access session data and session settings on Consultant side only Netviewer News Only temporarily available Contains important information from Netviewer for example when a new program version is available Application selection While in Show mode define which applications and screen elements the session partner will see Monitor Check how the screen is transferred to the sess
79. tely stop the transfer of the file by pressing the security key You can use drag and drop to transfer not only files but also entire folders to your session partner NETVIEWER SUPPORT 37 O Functions for both session partners Shortcuts Transferring keyboard shortcuts key combinations such as Ctrl A is senerally possible when remote control is activated The following keyboard shortcuts are available immediately Shortcut Ctrl C Ctrl X Ctrl V Ctrl A Ctrl S Ctrl N Ctrl O Ctrl P Ctrl Z Ctrl Tab Ctrl Fa Ctrl Home Ctrl End Ctrl Insert Alt underlined letter in menu name Alt Space Alt Space X Alt Space N Alt Space w Alt Alt Down arrow Alt PrtScn Shift Insert Shift Tab key NETVIEWER SUPPORT Description Copy Cut Paste Select all Save Open new window Open Print Undo Switch between Windows in a program counterclockwise with shift Close current subprogram Move to beginning of a document Move to end of a document Copy Retrieve menu item System menu of the active window Maximize window Minimize window Restore window System menu of the current sub window Open selection menu Screenshot of active window Paste Backwards through options 38 Functions for both session partners Shift F10 Shift
80. the contents completely fill the Netviewer window 1 Open the Netviewer menu at the top left of the Netviewer window 2 Select the Sca e option The presence of a check in front of the option will tell you that the function is activated For a 1 1 view of the screen select the Original size function from the menu NETVIEWER SUPPORT 42 I Functions for both session partners Other functions in the Control panel Transferring files through the Control panel Besides Drag amp Drop in Watch mode with remote control activated see page 36 you can also use the file transfer tray in the Control panel to exchange files This tray serves as a container for files that both session partners can download or upload File transfer a contract draft Oct doc 11 kB Gwner Consultant aise figures ae ee ne 13 kB Owner Consultant a Benefits of using the File transfer tray e Remote control is not necessary for transferring files e Regardless of the direction of viewing both parties can provide access to files or download files at any time e Both session partners have full control over which files they provide and download Uploading a file 1 Click on the Upload button in the File transfer tray 2 In the file selection dialog that opens select the desired file and confirm your choice The session partner can now download the file When a session partner has uploaded a new file into the tray the tray
81. tner will see a query dialog in which he must agree to transferring the file from his computer to your computer Only then will the file actually be transferred NETVIEWER SUPPORT 36 Functions for both session partners Transferring 3 file from your computer to your session partner e Select the desired file in your file administration system or on your desktop hold the mouse button depressed and drag the file into the Netviewer window Allow the file to drop into your session partner s file administration system or onto his desktop The session partner will see a query dialog in which he must agree to transferring the file to his computer Only then will the file actually be transferred aa nebyiewer Please confirm data transmission The following file is going to be copied to your computer Figures III 2007 xIs Your computer might be harmed from a transferred file Do you want to proceed anyway Never ask me again This acknowledgment dialog allows the session partner to accept the transfer refuse it or permit such a transfer in the future without acknowledgment Pressing the security key by default F not only revokes the session partner s remote control rights but also the related authorization for synchronous file transfer If the session partner is concerned that a particular file with malicious contents may be transferred to his computer he can immedia
82. ts to them You can also start Netviewer without administration rights by clicking on Cancel or by leaving out the administrator s password In this case your session partner has only restricted rights to control your computer Tasks or dialogs that are protected by the UAC cannot be controlled remotely If you started this action continue Netviewer Support Software Netviewer AG w Details Continue User Account Control helps stop unauthorized changes to your computer NETVIEWER SUPPORT 12 User interface Consultant s side The Start dialog The Start dialog will appear after logging in to the Consultant program The consultant can use the Start dialog to initiate sessions and open centralized administrative tools The Start dialog is accessible only before a Netviewer session starts er support netviewer Start Netviewer 5 Start session Training Eep Settings Planned sessions today 16 30 Training EH Session planner Help 1 How does Nekviewer work Start session Start a Netviewer session with all available functions Start session Start a Netviewer session with all available functions Planned sessions today Appointments scheduled for the current day are visible in the Session planner under Planned sessions today Start the session by clicking on the appointment Session planner Open the Session planner in order to create edit or delete appointments for Netviewer
83. uiry with no additional charges are marked throughout this manual with a star Please contact Netviewer if you are interested in these functions About this user manual The User Manual for Netviewer Support is intended for use by consultants who use the Consultant program to prepare start and direct a Netviewer session Procedural descriptions of a session and Netviewer functions are primarily from the consultant s perspective Many functions of Netviewer are the same for both participating users The User Manual will always inform you whether a function is available for both session partners or only for the consultant Descriptive conventions in the User Manual Step by step directions are always numbered Example 1 To deactivate event mode deactivate the Hold a session in Event mode option 2 Select the profile that you would like to alter 3 Edit the profile on the tabs Operational elements found in the user interface such as buttons dialog titles or options are italicized in the text when these refer to specific instructions or references Example e Inthe start dialog click on Start session e Inthe Application selection tray you can select the applications that Netviewer will transfer to the session partner Keys on your keyboard are surrounded with brackets Example e To switch to another screen use the key combination Ctrl Alt S Notices for operating Netviewer such as warnings
84. will be transmitted only with your approval Outside monitoring through the webcam is not possible V ideo transmission can take place in one direction or simultaneously in both directions e Both session partners have a webcam When holding a conversation they see each other in their Video trays e Only the consultant has a Webcam This gives a sales presentation or similar meeting a more personal atmosphere You can choose between no image a static image file a video file or a Webcam as the video source The most recently used source will always be selected Transmitting your own video 1 Open the My video tray and check in the Video source context menu to make sure the desired video source is selected Transmission of video to the session partner is always initially deactivated 2 Click on on 3 Check the transmitted video and properly align the Webcam if necessary Interrupt transmission and transmit a static image e In the lower left of the My video tray click on the Activate still button To discard the static image and reactivate transmission e Click on the button End still Transfer saved image or video Instead of transferring the video from a Webcam you can also transfer a static image file formats bmp or jpg or a video file formats avi or mpeg in the My video tray You can also use the video function in order to show your session partner video files Select the video file avi or mpeg through the
85. y change a profile while a session is ongoing 1 gt 2 While a session is ongoing click on the arrow at the bottom right of the Session tray in the Netviewer Control Panel When the menu opens select Open session settings Session Session 865 987 145 Password not sek Session recording Profile name Start session Applicatior Show all applica The Session settings window will open Perform the desired changes on the Functions and Settings tabs a neWwiewer Session settings Functions Settings This is where you set the Functions that need to be available to you and your participants during the session Communication m It mi W File transfer W Chat i Whiteboard W System diagnostics Ca 3 Session recording Click on OK to use the modified settings for the current session Changes that you make in the Netviewer program during an ongoing session are valid for that session only The default settings will be reset when the session is over NETVIEWER SUPPORT 68 O Functions for Netviewer Administrators Customizing the e mail invitation text In the MyNetviewer customer portal you have the opportunity to customize the text of your e mail invitations see page 24 to meet your requirements Open the e mail invitation template 1 2 gt Sign on to the MyNetviewer customer portal In the right column click on My licenses
86. you would like to bring them all back to the control panel right click on the Mini panel s upper bar and select All trays back into the Control Panel Mini panel Before the participant enters the session the Mini panel shows the consultant the session number and provides the opportunity to send an e mail invitation Skype users can use the invitation button to invite people from their Skype contact list As soon as both session partners are in the session the Mini panel provides the session partner in Show mode the following basic functions e Changing direction of viewing e activate deactivate remote control e extend and retract Control panel Mini panel tells you Your session partner is currently looking at your screen It is always located in the foreground as long as you shown your screen and cannot be covered by windows or dialogs NETVIEWER SUPPORT 17 Session number SYS 765 758 h 5 Invite User interface Positioning Mini panel The Mini panel can be positioned freely away from the Control panel 3 Separate the Mini panel by clicking on the red bar and dragging it away from the Control panel with the mouse button held down 4 Position the Mini panel where desired e To return it to its original place simply drag the Mini panel to the Control panel Extend and retract Control panel Exit the Netviewer session Check the progress of transmission to the session partner a nD Filled wit

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