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NetSupport School Manual

1. You are now ready to install NetSupport Control and Client programs For details of how to install on Windows CE compatible devices refer to Installing a NetSupport Client on Pocket PC Devices Linux machines refer to Installing a NetSupport Client on Linux Platforms Note NetSupport Manager provides support for Windows 64 bit on Intel EM64 and AMD64 platforms The NetSupport Manager Windows Installer can be used to install the NetSupport 64bit Client for further information please visit www netsupportsoftware com support 19 NetSupport Manager v11 System Pre Requisites Some areas of NetSupport s functionality rely on the presence of certain files applications NetSupport Manager supports DOS Win 95 8 Win NT Client only Win ME Win 2000 Win XP Win 2003 Win 2008 Vista and Windows 7 IPX SPX NetBIOS or TCP IP under Windows Sockets Note To use the Pin to Taskbar feature in Windows 7 you will need to remove certain words from the reserved list Please refer to knowledgebase article 582 for further information www netsupportsoftware com support Linux The NetSupport Manager Linux client supports at the time of release SuSE Red Hat Enterprise Fedora Ubtuntu and Debian MAC NetSupport Manager client compatible with MAC OSX and carries Mac Universal certification Solaris The Solaris OS release is available for SUN SPARC systems Pocket PC Pocket PC 2003 or Windows Mob
2. Eject To remove Clients from the Chat session select the Client in the Members list and click Eject Ejected Clients can be invited back into the session if required Whiteboard If required you can introduce a Whiteboard into the Chat session This provides a range of tools enabling you to annotate the screen and display graphics Whiteboard Leader If enabled one of the participating Clients can be nominated to take control of the whiteboard Note Clients can initiate Chat sessions with the Control by opening the Client main Window and choosing Commands Chat 159 NetSupport Manager v11 Disable Chat Sessions The Chat feature can be disabled in a Client s Configuration preventing either the Client or Control from initiating a Chat session To Prevent the Control from Initiating a Chat Session 1 4 5 6 At the required Client workstation s choose NetSupport Configurator from the NetSupport Program Group The NetSupport Client Configurator will appear Choose the Advanced Configurator option and select the profile to amend From the list of Configuration options select Security Access Privileges Check the Disable Chat option Click OK Save the Profile and Restart the Client If the Control attempts to open a Chat session they will be advised that they do not have access rights to perform the task at that Client Note To prevent the Control from Chatting to all Clients dis
3. 6 Click OK to start recording The Recording icon will appear in the task bar 7 To stop recording double click the Recording icon Recording Replay Files At Client PCs Activity at remote PCs is recorded when a Control Views a Client that is configured to Record Replay Files The option can be enabled at individual Client level or set globally Record Replay Files For All Viewed Clients This procedure enables the Control to create a Replay File each time it views a Client PC The settings can be applied to the current control configuration or to a named configuration 1 To amend the current configuration choose View Settings for current configuration from the Control Window drop down menu or Click Settings on the toolbar or To apply the changes to a named configuration choose Tools Configurations from the Control Window drop down menu Select the named configuration and click Settings 2 The Settings for Configuration dialog will appear 3 Choose Security Replay Files and enable the appropriate options See Configuring The Control Security Options Replay Files for more information Record Replay Files for Individual Clients This procedure enables Replay Files to be created at machines where the Client Configuration has the Record Replay Files option enabled 1 Run the Advanced Client Configurator at the required PCs 2 Select the profile to amend 3 Select Security Replay
4. 123 NetSupport Manager v11 Set Show Mode at Client Windowed Full Screen or Maximise Window This option allows you to Show at the Client either in a small window full screen or maximised window When showing in windowed and maximised window size the Clients Mouse and Keyboard are not locked Enable Audio Support This turns Audio Support on If you are Showing to only one Client both the Control and Client can speak If you are Showing to many only the Control can speak Announce See Using Audio Support for details Screen Scrape NetSupport s favoured and the most efficient method for capturing screen data is to hook into the Video Driver of the workstation being viewed However there may be occasions when this method will not work because certain applications bypass the driver In these circumstances you can enable screen scrape mode in order to take a snapshot of the screen Although this will have a greater impact on the network it will at least provide an accurate representation of the Client s screen Send Physical Fonts In order to reduce the volume of data being sent when sharing information of this nature NetSupport passes the font information by reference The target workstation will refer to it s own internal font mappings to find an appropriate match to the one that has been sent In most cases the same fonts will be available but if there are instances where this isn t the case you can send the
5. NetSupport Manager v11 Client Configuration The Client machine needs to be configured to use the HTTP protocol and be given the appropriate Gateway access details 86 C Program Files NetSupport NetSupport Manager client32 ini Master Profile Sg Connectivity HTTP Tcpvip V Use HTTP Px NetBios HTP Dial in Bridge Secondary Gateway optional Advanced 8 Web Extensions B P Security amp p Remote Control W Client Interface To overide the Comms Management Packet CMPI secs Profile Options Interval set at the gateway please specify a value Teminal Services here Gateway Address 10 0 0 227 Gateway Key o Use a proxy server to connect to the gateway From the Basic or Advanced Client Configurator select Connectivity HTTP Check the Use HTTP box Port 443 will be configured by default Confirm which Gateway to use by entering the IP address of the Gateway machine you can specify a secondary Gateway which will take over if the primary Gateway is unavailable Enter the appropriate Gateway Key as set at the Gateway machine NetSupport can be configured to route communications through a Proxy Server if required Enter the server address and an appropriate Port 8080 recommended You can override the Comms Management Packet Interval that is set at the Gateway by entering a time here Click OK NetSupport Manager v11 Control Configuration As with the Client HTTP also nee
6. Note The application itself must be installed on or available to the Client workstations To Execute an application on a Client Workstation 1 Open the Active or Browse folder in the Tree View select the required Clients 2 Choose Client Execute at Client from the Control Window drop down menu Or Right click on the desired Client s in the List view and choose Execute at Client Or Click the Actions icon on the Control toolbar and choose Execute 3 The Execute Application dialog will appear Execute Application at Client Execute Saved List Enter the name and path including command line Gg parameters of the application to execute at the Client C Program Files Outlook Express setup50 exe Add to List Local Browse Execute only if the Client is logged on Results C No result required 4 Enter the name and path of the application to execute at the Client 117 NetSupport Manager v11 Or Click on Local Browse button and select an executable application on the Control workstation Note Check that Client applications are stored in the same location as the Control to ensure successful execution 5 Check the box Add to List to save it for future use in the Saved List Tab 6 Confirm the description and path 7 Click Execute Note If you only want to execute applications to Clients that are logged on select the option Execute Only if the Client is
7. Remove NetSupport Manager from your computer e Modify Change the program features that are installed e Repair Repair any installation errors in the program e Remove Remove NetSupport Manager from the computer Select the required option and click Next 23 NetSupport Manager v11 Select Setup Type ig NetSupport Manager InstallShield Wizard Setup Type Choose the setup type that best suits your needs Please select a setup type Typical 13 Installs Client Control Configurator Remote Deployment Utilities Scripting and Help files with Desktop and StartMenu shortcuts O Client iF Installs Client Configurator and Help files with StartMenu shortcuts only O Custom Choose which program features you want installed and where they will be installed Recommended for advanced users lt Back Next gt Cancel Determine the components to install on each workstation by selecting one of the three available installation types Typical Installs all the components that a Control User would generally need Excludes the Gateway and NetSupport School components See below for a description of each NetSupport Manager component Client Enables the workstation to be remote controlled Custom Enables you to individually select the mix of components that are appropriate for the workstation Click Next to continue 24 NetSupport Manager v11 Custom Setup If you have chosen to perform
8. Select the required workstations Choose Deploy NetSupport Manager License file from the Deploy main Window drop down menu or Right click on the selected workstations and choose Deploy NetSupport Manager License file The Deploy Summary dialog will appear Click Properties to enter the details for the deployment Click Browse to specify the folder containing the license file that is to be deployed The default file is NSM LIC For the new settings to take effect immediately by default the Client Service will be automatically restarted after the deployment If not required uncheck the Restart the NetSupport Client service box Click OK to return to the Summary dialog You can view the contents of the license file by clicking on the file name Click Deploy A progress dialog will appear enabling you to monitor the status of the deployment Click Close when complete NetSupport Manager v11 Remote Uninstall Using NetSupport Deploy you can remotely uninstall a NetSupport package 1 Select the required workstations 2 Choose Deploy Uninstall NetSupport Manager from the Deploy main Window drop down menu or Right click on the selected workstations and choose Deploy Uninstall NetSupport Manager 3 The Deploy Summary dialog will appear 4 Click Properties to enter the details for the deployment The Uninstall NetSupport dialog will appear Uninstall NetSupport General Acknowledgement Message Rest
9. 1 Open Explorer from your desktop and navigate to Network Places Neighbourhood to find the list of available PCs 2 Right click on the required PC 3 Select the appropriate NetSupport function You can choose Remote Control To view the selected Client screen Chat To open a Chat session with the selected Client Inventory To retrieve a full Hardware Software Inventory of the selected PC 168 NetSupport Manager v11 To disable NetSupport Functionality If required NetSupport Explorer functionality can be disabled in the Control Configurator 1 2 3 Select Tools Configurations from the Control Window drop down menu Select the Control Profile to apply the changes to Choose Settings From the Configuration Settings dialog choose Control Interface Settings Check the Disable Shell Extension box 169 NetSupport Manager v11 Remote Command Prompt By launching the Command Prompt Window a Control can remotely execute command line instructions at a connected Client 1 Connect to the required Client and choose Client Remote Command Prompt from the Control Window drop down menu or Right click on the Client icon and select Remote Command Prompt or Click the Actions icon on the Control toolbar and choose Remote Command 2 The Remote Command Prompt Window will appear The title bar will confirm the name of the connected Client MARKETINGTESTPC Remote Command Prompt Remote View Wi
10. Capturing a Client s printed output Print Capture redirects printer output from a local printer at the Client workstation to the printer or file at the Control You would use this when running an application on a Client but want any printed output redirected to the printer that is local to you To redirect a Clients print output 1 a Choose Tools Configurations from the Control Window drop down menus Select appropriate Configuration Click Settings Select Remote Control Print Capture Settings for Configuration Standard amp General Connectivity Enable Print Capture J QP Security Remote Control view Keyboard Mouse Print Capture Use Client Printer Driver Audio cs e Control Interface File Transfer v Report Driver Used Capture to Printer LPT1 O Capture to File e o Changes will take effect when you next connect to a Client amp File Locations e NetSupport Protect Check the Enable Print Capture box Select a printer to redirect the Clients output to Either confirm that the current default is to be used or click Change to select another option Or Select a file to capture the print file to When you connect to a Client a dialog is displayed informing you of the printer driver that has been used 164 NetSupport Manager v11 Notes In addition to enabling this option at the Control you also need to ensure that Print Capture is enabled in the
11. These property sheets enable you to configure the various components available to the Control from the Control Window interface File Transfer These options configure the File Transfer Settings in NetSupport Manager They allow you to alter the way in which information is displayed and enables you to set safety features such as confirmation before performing a damaging operation vPro Enables you to configure the settings for vPro management File Locations This property sheet allows you to specify where to store this Named Configurations Client Group Remote Networks Tools and Scripting files NetSupport Protect If installed enables you to disable desktop protection 239 NetSupport Manager v11 Multiple Control Profiles NetSupport allows you to set up multiple profiles for different Control Users each with their own access and functionality levels Each configuration can be protected by a password and an icon can be created on the desktop to load the Control with a particular named configuration You must have NetSupport Administrator rights to profile or change a Controls Configurations To create a Profile 1 Choose Tools Configurations from the Control drop down menu bar 2 The Control Configurations dialog will be displayed Configurations Current configuration Standard Standard Support 1 Support 2 du A o ARIE Settings Connectivity and Startup Settings 3 Select th
12. To dial a Bridge at startup select Configure from the Networks drop down menu and click on the Startup option Settings for Configuration Standard P General Modem E e Connectivity TCP IP ACS7 Soft Data Fax Modem with SmartCP Px C Dual Channel Bonding NetBios HTTP Diagnostics amp None O Basic O Bttended B Advanced H Securty Logging level amp Startup O None Basic O Verbose To dial a Bridge at startup select Configure from the Networks menu and click on the Startup page Modem NetSupport displays all available modems here Simply select which Modem you wish to use Dual Channel Bonding If enabled both channels of your ISDN line are combined thus increasing the amount of available bandwidth to 128k However in increasing the speed of transmission you are in effect making two calls MSN Multiple Subscriber Number Specify a number that you want the Control to answer an incoming dial back from a Client Bridge 249 NetSupport Manager v11 Diagnostics None Select this option to perform no diagnostics on your modem Basic When the modems connect the Control checks the following Flow control is correctly set XON OFF is disabled etc There is a NetSupport Bridge at the remote number There are not excessive delays in transferring data Extended The Extended setting performs the same checks as for Basic and includes Line reliability Throughput Logging Level N
13. 237 NetSupport Manager v11 Configuring the Control NetSupport allows you to fully configure how the Control Program will operate To provide maximum flexibility NetSupport also allows you to set up multiple Profiles for different Control Users each with their own access and functionality levels To access the Control Configurator 1 Choose Network Configure from the Control Window drop down menu for basic options General Connectivity Security and Startup Or Click on the Settings icon for advanced Configuration options 2 The Setting Configurations dialog for the current Profile will appear Note If you want to change the Settings for a different Control profile you must use Tools Configurations and select the Profile you want to configure The Control Configuration options are categorised as follows General This property sheet enables you to set the identification details for the Control Connectivity These property sheets enable you to specify which transport protocols the Control will operate over Security NetSupport Manager offers a wealth of security features that can be applied to each Control profile Startup This property sheet enables you to configure the options that affect NetSupport Manager at startup Remote Control These property sheets enable you to adjust the Remote Control features that apply to each Control Profile 238 NetSupport Manager v11 Control I nterface
14. Call a specific Control Connect or Disconnect from a Control Launch a Replay File See Watching Recorded Replay Files Switch Desktops Load or Unload a Bridge NetSupport Client connected to INVH166 uee Help Chat Request Help Disconnect Replay 173 NetSupport Manager v11 Connecting to a Control The Client Connect function only works for TCP IP connections and is intended to enable you to establish a connection across a Firewall or Proxy Server Note To enable a Client to call a Control NetSupport uses TCP IP port 5421 For the Client to connect through a Firewall you will need to configure the Firewall to use this port To connect to a Control Note The Control must be running for a Client to connect 1 Choose Commands Call Control from the Client main Window drop down menus 2 The Call Control dialog appears 3 Enter the hostname or IP address of the Control you wish to connect to Or Select from a list of the 10 most recently connected Controls Note A maximum of 10 Controls can be stored after which the oldest is discarded The Control will receive a connecting message and either allow or disallow the connection If the connection is disallowed the Control and Client will be able to behave as normal Call Control Please enter the hostname or IP address of the Control you want to connect to This only works for TCP IP connections and is in
15. Console General Tab NetSupport Gateway Configuration Utility General Keys Operators Redundancy Licenses Listening Port and Interfaces Listen on all IP interfaces Port s 443 e g 443 3085 etc Listen on specified IP interfaces IP Address Port Comms Management Packet Interval CMPI secs 60 Event Log Files Location C Program Files NetSupport NetSupport Man Max file size KB hoo Listening Port and Interfaces Listen on all I P interfaces The NetSupport Gateway uses HTTP Port 443 by default Note If the Control and or Client are located behind a firewall you will need to enable Port 443 within your firewalls configuration 79 NetSupport Manager v11 Listen on specified IP interfaces You can add multiple IP addresses or enter a specific IP address select Add and enter the IP address Comms Management Packet Interval CMPI secs When configured for Gateway connections the Client workstation confirms it s availability by periodically polling the Gateway By default a network packet is sent every 60 seconds but you can change this if required Event Log Files Gateway activity during an active session is recorded in a text file default GWO001 LOG This can be useful for checking which Clients and Controls have connected through the Gateway Location By default the log file is stored in the NetSupport Manager program folder i e c program files netsupport
16. In addition to its sophisticated hardware software reporting where over 50 items of information are collected specifically about the hardware or environment of the client PC you can obtain details of applications in memory installed hot fixes processes running and installed services As well as the real time reporting NetSupport Manager also provides the tools security permitting to allow you to remotely stop and start services end applications and more Note In order to use the HTML based features within NetSupport s Inventory options Internet Explorer 4 or above is required To Retrieve A Client Inventory 1 Select the required Client icon in the Control Window List view 2 Choose Client Inventory from the Control Window drop down menu or Right click on the Client icon and choose Inventory or Click the Actions icon on the Control toolbar and choose Inventory or While Viewing the Client screen choose the Inventory icon from the View Window toolbar 3 The Inventory Window for the selected Client will appear 308 NetSupport Manager v11 Notes If a Client is not selected an inventory of the local machine will be retrieved Once collected the various Client inventories are stored locally in the NetSupport Manager program folder meaning that you do not need to be connected to the target PC to be able to view the information at a later date Simply select the required Client from the List v
17. Normally the Control connects to a Client by IP Address rather than by name In an environment that uses DHCP Dynamic Host Configuration Protocol this may be undesirable as the address may change when the Client workstation is restarted Checking this option forces the Control to connect by hostname Test Press this button to check the configuration and version of the TCP IP stack installed The version of Winsock is returned along with its current state Browsing Subnets used when browsing for clients When you are running on a network with multiple subnets or addresses you need to configure the Broadcast Addresses for each effective network When a Browse is performed the broadcast messages are sent to these addresses Broadcast Show When showing the Control screen to clients the screen information is sent to each client machine in turn Enabling Broadcast Show results in the screen information being sent to all machines simultaneously In some network environments where there is limited network bandwidth available or when showing to larger numbers of machines this will provide significant performance benefits Whilst reducing overall network traffic generated by NetSupport using this feature will generate additional broadcast packets on your network It is recommended that you consult your Network administrator before using this feature Note If you encounter problems broadcasting to Clients you may need to upgrade the
18. Note You can combine Profiles from other configuration files by choosing the Include File option This is useful where you are using Configuration files on the local workstation but want to include information stored on a central configuration file or vice versa For example if the local workstation was using a different NetBIOS Adapter number Each Profile contains a number of Property Sheets where the actual parameters are set To edit an existing Profile 1 2 3 4 Open or create the Configuration file you want the Client to use Select the profile you want to Edit Choose Profile Edit from the Advanced Configuration Window drop down menu bar Edit the profile Note If you leave the check boxes greyed the settings from the Master Profile will be used 184 NetSupport Manager v11 Basic Client Configuration For use in a simple environment where you do not require the Client to react differently according to the Control User connecting to it and do not need to enable disable individual functions To open the Basic Client Configurator 1 Open your NetSupport Manager Program folder by choosing Start Programs NetSupport Manager NetSupport Manager Configurator from your operating system menus Or Double click on the Configurator icon in the NetSupport Group 2 Select Basic The Basic Client Configurator covers three areas e Connectivity e Security e Audio NetSupport Client Confi
19. W Support 4 Gents Ty Auto Group 5 Cients Cmts guem by precetines rtea Dr Windows PCs 4 ents E Gent Versions 5 Cents Browse Mme etme by oroe Active Shows sf Connected conoser A convenient thumbnail view of each connected Client screen is displayed at the Control providing a quick and easy method for monitoring Client activity While in Monitor mo de the Control still has access to the full range of NetSupport features such as View Chat and File Transfer If the displayed thumbnail is larger than 128 a selection of icons will be displayed showing a range of remote control features Clicking the icon will activate that function for the Client the icon will be highlighted if any of the features are currently in use for a Client 1 Display the required Client List by selecting the appropriate folder in the Control Window Tree View You would generally want to limit the number of displayed Thumbnails to Connected Clients only 2 Choose View Thumbnail from the Control Window drop down menu or Right click on a clear area of the List view and select Thumbnail or Click the Monitor icon at the top of the List view 115 NetSupport Manager v11 or Click the Monitor icon in the Thumbnail Toolbar The List view will display each Client thumbnail By mousing over a thumbnail you can zoom into that screen Double clicking a thumbnail will open a view session to that Client right click and you can select from the f
20. amp Connectivity IPX TCP IP Use IPX NetBios HTTP amp Dial in Bridge Advanced EP Security H a Remote Control e Client Interface e Profile Options Teminal Services Use IPX Check this box if you wish the Client to be able to communicate over IPX SPX Press TEST to check that the protocol is correctly installed on this workstation 190 NetSupport Manager v11 Set NetBIOS connection C Program Files NetSupport NetSupport Manager client32 ini Master Profile S Connectivity NetBIOS TCP IP M Use NetBIOS px Adapters select one or more Nabios 0 TCP IP NetBIOS HTTP 1 Not found 23 2 Not found 23 Dialin Bridge 3 Not found 23 Advanced 4 Not found 23 s 5 Not found 23 H P Securty 6 Not found 23 4 Remote Control 7 Not found 23 J Client Interface e Profile Options Teminal Services Use NetBIOS Check this box if you wish the Client to be able to communicate over NetBIOS NetBEUI If you are using NetBIOS you must also select a NetBIOS Adapter Number Press TEST to check that the protocol is correctly installed on this workstation Adapters select one or more As you can have more than one NetBIOS stack loaded Windows uses the concept of Adapter numbers Each stack is allocated an Adapter number by the operating system So for example NetBEUI may be allocated Adapter 1 NetBIOS over TCP Adap
21. you may require the Client screen to be blank while you are remotely controlling it 1 Choose Client Blank screen from the View Window drop down menu 2 The Clients screen will be blanked 3 To restore the screen choose Client Blank screen from the View Window drop down menu 107 NetSupport Manager v11 Scale to Fit Mode Scale to Fit allows you to view a remote screen within the available size of the Remote Window rather than providing you with a series of scroll bars so that you can pan around the screen This allows you View multiple screens simultaneously to maintain an overview of a number of selected workstations Note Using Scale to Fit does impact on the quality and clarity of the View and is designed to allow you to monitor a screen as opposed to work on it Try it for yourself and decide what level of scaling is acceptable for your purposes To view a View Window to scale 1 From the Client View Window choose View Scale to Fit Or Click on the Scale to Fit icon on the View Toolbar 108 NetSupport Manager v11 Displaying the View Settings for a Client During any control session where you may be working with more than one Client you can tailor how each Client interacts with the Control For example on one Client you may want to use compression because it is on a slow link but on another you may want to turn compression off NetSupport allows you do this by modifying the default settin
22. 2 The Show Replay dialog will appear NetSupport Show Replay Select the replay file to Show Replay file C Documents and Settings NetSupport Applicat w Select the recipients of the Show Lele Gient jane These Clients Name B invH142 a jane lE MaRKETINGTESTPC Removing the check mark next to a Client excludes it from the Show Show Options B LSet Show Mode at Client amp C Enable Audio 3 Browse for and select the required Replay File 4 From the Client list select the Clients to show the Replay File to 5 Set additional Show Options if required 6 Click Show 7 The Replay Window will open at the Control machine and start playing the Replay File to the selected Clients Click End on the Replay Window toolbar to end the show 138 NetSupport Manager v11 File Transfer The File Transfer Window When you choose to perform a File Transfer operation on an individual Client the File Transfer Window is displayed At its simplest you transfer files by dragging them from one location to another INVH288 File Transfer File Directory View Tools Window Help l F al r 7 Fi Al 2 3 at OX A OB a Copy Fie Delete Create Remove Rename Dir Previous Synchronise Properties Settings C Local Computer Contents of C BB Local Computer Name File Description BE Desktop Previous Directory Bi anat Program Files File Folder sim WuTemp File Folder sih lal winoows File Folder Co
23. Advanced Mode Retrieve vPro machines from SCS Advanced mode uses Kerberos authentication a certificate is required to establish a connection Notes e To use Kerberos authentication the Control must have Windows XP service pack 3 Windows 2003 service pack 2 or higher e Windows 2000 is not supported as a vPro Control e You can switch between modes in the Control Configuration To Find vPro Machines 1 Select the vPro Management folder in the Tree view 2 Click the Scan for vPro machines icon 3 If the Control is configured for small business mode an IP range will need to be entered 4 PCs that have vPro capability will be displayed in the List view 5 Right click on a PC to access the available functions 6 If connecting via basic mode you will be required to enter a user name and password If connecting via advanced mode you will need to select a certificate to connect Functions provided are e Power on e Power off e Reset 93 NetSupport Manager v11 e Boot to Bios e Boot from a device CD Floppy Image Notes e A NetSupport Manager Client is not required to perform these functions e Power off reset and boot to Bios or device is similar to pulling the power cord there will be no attempt to close any open applications so data could be lost 94 NetSupport Manager v11 Disconnecting a Client When you have finished remote controlling connected Clients you must disconnect from
24. Client Connections Available to take Help Requests Check this box to be available to receive all incoming Help messages Not Available to take Help Requests Check this box and not receive any Help messages 274 NetSupport Manager v11 Busy at the moment Check this box to be available to receive all incoming Help messages but not when connected to xxx number of Clients Ensure that you specify the number of Clients you need to be connected to in order to be considered busy Set Status to Busy when connected to xxx or more than Clients Ensure that you specify the number of Clients you need to be connected to in order to be considered busy 275 NetSupport Manager v11 File Transfer Settings This property sheet provides configuration options for transferring files They allow you to alter the way in which information is displayed and enables you to set safety features such as confirmation before performing a damaging operation If you are editing the Client settings all changes you make will only apply while you are connected to that Client If you wish to make your changes the Control default check the Update Configuration box Settings for Configuration Standard P General Settings m Connectivity Display Options H Security C Show System Hidden files H a Remote Control Show file details QP Control Interface O Show filenames only e amp vPro Confirm File Locations Y Direct
25. Client log files are stored on the same server the file names specified above can include the Clients computer name and the date that the log was created For example Logserver1 logfiles computername dd mm yy log In this instance you would be able to build up a daily record of activity on a particular Client machine Acceptable formats for the date are d m y which for 18 September 2003 returns 1893 dd mm yy returns 180903 ddd mmm yyy returns ThuSep2003 ddd dd mmm yyy returns Thul8Sep2003 dddd dd mmmm yyyy returns Thursday18September2003 e For NT 2000 XP this file must be a UNC path name as a mapped drive is not available until you log in e For Windows 95 98 ME the file must be in a Null Session Share As User Log File User is the user name and password used to be able to write to the log file when the path specified is a UNC Path Append to File By checking this box NetSupport will continually add to the existing entries in the log file If unchecked existing items get overwritten Reject Connection if no Log Server available By enabling this option you can apply additional security With logging enabled if a Control attempts a connection and neither of the Log Files can be found the connection request is rejected This ensures that any audit checks that you may have in place will not be compromised due to the activity not being logged while the servers are down 220 NetSupp
26. Client on Windows ME 98 95 you can obtain a utility called Clunload exe from our company website For NT 2000 XP 1 Use Net Stop Client32 from the command line Restarting a Client In order to save any changes made to a Profile the file Client32 INI must be saved Once saved Windows should be restarted for these changes to take effect On Windows XP 2000 and NT you can stop and start the Client32 INI from the Client Configurator dialog box To save changes made to a Profile 1 Choose Save from the File drop down menu in the Client Configurator dialog box To restart the Client from the Client Configurator dialog box 1 Click on the Restart button on the toolbar 2 A general information and licence NetSupport dialog box will appear Or From the File drop down menu choose Stop Service 2 A dialog box will appear informing you that the Client32 Service is being stopped From the File drop down menu choose Restart Service A dialog box will appear informing you that the Client32 Service is being started 5 A general information and licence NetSupport dialog box will appear m O 305 NetSupport Manager v11 Using Compression Effectively Compression can be configured to three different settings on off or always When compression is turned on screen data and file transfer operations are compressed However if a file is transferred that is already stored compressed such as a zipped file or certain gra
27. Clients The previous button shows the previous Client screen scanned The next button shows the next Clients screen in the scan cycle 112 NetSupport Manager v11 Scaling to Fit It may be that the Client is running in a higher resolution than the Control In this case choosing the Scale to Fit option from the View Window Menu or Toolbar will re size its screen to fit the Window in which it is displayed Full Screen When Scanning in full screen mode you can use the Scan Floating toolbar to control the operation Capture A snapshot of the current Client view window will be taken You will then have the option to name and save the current screen contents to a file The Status Bar The Status Bar indicates which Client you are currently scanning and how far through the Scan interval you are The Scan Window for a multiple Client scan is divided into the following sections NetSupport Scan Scan Client View Window Help irrena meet Soret Page 1 of 1 fi 113 NetSupport Manager v11 Menu Bar The menu bar contains a series of drop down menus that can be used to access the various tools and configuration utilities The Toolbar The toolbar buttons for a multiple Client Scan have the following functions Previous Auto and Next buttons You can turn auto timing on or off from the Scan Window toolbar or choose to move forwards or backwards between individual Clients The
28. Clients Configuration The privileges are enabled by default Print output is captured only from the port to which the default printer is attached Note that the Client may change this when Print Capture is enabled as described above The Windows NT Client captures print output from DOS programs from the port to which the default printer is attached 165 NetSupport Manager v11 Remote Clipboard During a View Session you can copy the content of the clipboard between Control and Client PCs The Clipboard icon available on the View Window Toolbar provides the following options Send Clipboard Used when copying from the Control to a Client and using the edit cut copy menu option Retrieve Clipboard Used when copying from the Client to the Control and using the edit cut copy menu option Auto When enabled provides the quickest method for copying data Use the short cut keys Ctrl C amp Ctrl V to automatically copy to and from the clipboard at both the Control and Client machines Sending the content of the clipboard from a Control to a Client workstation 1 View the required Client 2 Open appropriate applications on the Client and Control workstations 3 Select and copy the required data from the application at the Control If Auto is enabled using Ctrl C copies the data directly to the clipboard or If you have used Edit Cut Copy return to the Clients view window and click the Clipboar
29. Details Port Settings and ensure that Spool MS DOS print jobs is not checked Update Configuration Standard Check this box to update the currently selected Configuration Note If you are editing the Client Settings any changes you make to this property sheet will only apply while you are connected to that Client If you wish to make your changes the Control default check the Update Configuration box 267 NetSupport Manager v11 Audio Settings This property sheet provides configuration options for using Audio Support If you are editing the Client Settings all changes you make will only apply while you are connected to that Client If you wish to make your changes the Control default check the Update Configuration box Settings for Configuration Standard General Volume 3 QP Connectivity Threshold H P Securty aP Remote Control Microphone 2 View 8 Keyboard Mouse B Print Capture e Control Interface amp File Transfer vPro e File Locations NetSupport Protect O Talk only O Listen only Speaker Change Transmission Format Volume Threshold microphone sensitivity Microphone volume of microphone Speaker volume of speakers Test Click on Test to test the volume settings as you adjust Enable On turn Audio on Off turn Audio off Talk turn the Control Audio to Talk function only Listen turn the Control Audio to Listen function only Selecting the
30. Done to exit 96 NetSupport Manager v11 Client Automatic Update A quick and easy way to update Clients to the same version as the Control is to use the automatic update facility Any NetSupport Manager components that are installed on the Client machine will be updated to the current Control version this is available on version 7 00 and above Clients Note Only available on Windows based Clients To Automatically Update the Client 1 Select the Client s that you wish to update 2 Choose Client Update from the Control Window drop down menu Or Right Click and choose update 3 The Clients will be updated to the same version as the Control Notes The Clients must either be logged in with administrator rights or logged off for the updates to take place The Remote Deployment Utilities must be installed on the Control machine to use this function If disable file transfer and disable execute are selected in the Client Configurator you will not be able to update the Client 97 NetSupport Manager v11 Power Management Power on Power off Power consumption equates largely with heat generation which is a primary enemy in achieving increased performance Newer processors are larger and faster and keeping them cool can be a major concern With millions of workstations in use and sometimes hundreds located in the same company the desire to conserve energy has grown from a non issue to a real issue in t
31. If you receive a protocol error message when starting the Control or want to configure it to support Clients running on different protocols select Network Configure Connectivity from the Control Window drop down menu 55 NetSupport Manager v11 The Control Window The Control Window is the primary interface for Configuring the Control Connecting to Clients Maintaining Client information Selecting which Clients to work with Selecting tasks to carry out NetSupport LAPTOP3 Network Cent Grou vew Tools Window Hep ak 3 8 i 4 New Growse Actions Desktop Manage fie Bb rere EE MARKETINGTESTPC _ HEL ROMIS2 All available computers a BABE AF Computers 5 Clients E Soles 2 Clients a New Ghent panna E Support 4 Chents saa wily e o S Chens i Clients grouped by credefined criteria Browse Prowse network for computers Bie Active fim vPro Management SP PCs wilt Bete c vPro tm Technology Remote Networks Comps ocala cr renata Smtr Int o O a aie sew ts inte Automation N Automate common tasks on comovtens The Title Bar This indicates that you are in the Control Window and displays the name of the NetSupport Control workstation The Menu Bar The menu bar contains a series of drop down menus that can be used to access the various tools and configuration utilities These menus can also be used for connecting to and selecting Clients to work wit
32. Install Start Menu Icons NetSupport s Gateway feature provides a means of connecting Clients and Controls across the Internet thus delivering web based remote control without the need for modifications to existing Firewall configurations There is no direct connection between the Client and Control all data is passed via the Gateway The Gateway component can therefore be installed independently of the Control and Client If you choose to install the Gateway component the Gateway Configuration dialog will appear after the installation has finished The Deploy Utility enables you to perform multiple NetSupport Manager installations without the need to visit each individual workstation See the NetSupport Deploy section of this manual for more information Install NetSupport s integrated Scripting and Scheduling suite Create scripts to automate manual tasks and schedule them to run at specific times Ideal for overnight updates See the NetSupport Scripting section of this manual for more information Choose whether to create a desktop icon for the Control and the School Tutor this allows easy access to the programs Choose whether to create Start Menu icons for the components you are installing Note NetSupport provides exceptional multimedia support The NetSupport Video Player enables you to run video files on Client workstations enhancing training sessions and demonstrations This component is installed by defaul
33. Menu Bar The menu bar contains a series of drop down menus that can be used to access the various tools and configuration utilities The Toolbar The Toolbar contains shortcuts to many of the most frequently used tasks and tools Double clicking on an individual item takes you straight to that task or function eliminating the need to work through the drop down menus Positioning the cursor over an icon will display a brief description of its function 150 NetSupport Manager v11 The Local Pane The Local Pane displays a Tree View of the Directories of the Control on the left hand side and a List view of the contents of those directories on the left hand side Right click on any item in one of the columns in the list view and a range of context sensitive functions become available The Remote Pane The Remote Pane shows the Clients to whom the Files will be distributed Right click on any item in one of the columns in the list view and a range of context sensitive functions become available 151 NetSupport Manager v11 Distributing Files You can Distribute Files to All connected Clients Selected Clients A pre defined Group of Clients To Distribute Files to a defined Group of Clients 1 6 Select the Group of Clients you wish to distribute files to from the All Computers folder in the Tree View Choose Group File Distribution from the Control Window drop down menu Or Click the File icon on the C
34. Note Do not use the Basic option if you have set up multiple profiles using the Advanced Option as this will also change the Master Profile in the Advanced Configuration Advanced Client Configuration The Advanced option provides access to NetSupport s wealth of configuration and security options It lets you tailor the response of the Client to different Control Users who may access the workstation and provides links to areas such as NT Security Note When performing a custom installation the Configurator Component must have been selected for this option to be available Choose this option if You are an experienced User You need the Client to react differently depending on which Control User is connecting You wish to enable disable individual features You want to link to NT Security You want to restrict a Control User s access to specific drives directories or files Note Any changes you make to the Master Profile in the Advanced option will overwrite any setting that you have made using the Basic option 181 NetSupport Manager v11 Editing or creating Configuration Files Choosing the Advanced Option from the Client Configurator creates configuration files This will display the Advanced Configuration Window The default Configuration file is called CLIENT32 INI and is stored in the NSM installation directory of the Client workstation You can use either this file or a different
35. Sending Ctrl Alt Delete 0 cece eee eee eee teeta 102 VIEWING eseat r rran euie a aa A E AE eee ges denedebasebackertedeydees 103 The View WINdOW ssssssssssssrrrrssssrrrrrrrsrrrrrttrrrrrrrrrrerrrrrrnne 103 Viewing Clients insener nie ioa adele ecg A a CETERA a DT a 105 Viewing Modes peec eect anes EEEE AENEA E EEA 105 Maximising the View Area ccceecee eee ee ee eee ee teeta eaten eneees 106 Viewing multiple Client screens simultaneously 107 Blanking the Clients screen while VieWiNg eceeeaeee eee e ees 107 Scale to Fit Mode nipi cece eee eee eee aeiae Kak iaa dae aE 108 Displaying the View Settings for a Client ceceeeeee eee eee 109 SCANNING sensara a a A E E Eaa i Ae aT 110 Scan one Client screen at a time sssesesreserrerrrrrrrrrrrrrerr 110 Scanning Multiple Client Screens cee 111 The Scan WINdOW ois estes ac ste ie alone e chad EE thts a ai 112 Thumbnail View Monitor Mode cceeeeeee ee eee teeta eee ened 115 Organising Clients in the List View eceeeee eect eee teeta ee eae eee taeae 116 Launching Applications cece eee 117 User Defined Tools ease eee e eee e ee ence eee oria ia aE eaii 120 Showing the Control screen to Clients c ce ceeeee eens enne 122 Showing a Client s screen on a number of Client screens 126 Show Application czcc 4 00405 40d EA ets eee eed 127 AUCIO SUPPOMbs a sacixcd tori E wasted ah
36. Tab Check the Show Toolbar box to execute from the Control Window toolbar 10 Click Close A short cut button for easy launching of an application will appear on the Quick Execute toolbar To edit a saved Executable application 1 Oy OV Won T 1 2 3 4 5 Open the Execute Application dialog Select the Saved List Tab Select the Application to edit Click Edit The Add Edit Program details dialog will appear When finished click OK o remove a saved Executable application Open the Execute Application dialog Select the Saved List Tab Select the Application to remove Click Remove A confirmation dialog is displayed click Yes 119 NetSupport Manager v11 User Defined Tools As well as allowing a Control to launch applications on Client workstations you can automatically run a task on a Control workstation using a Defined Tool These tools can also be copied to other Control workstations for use To Add a Tool 1 6 7 8 Choose Tools User Defined Edit from the Control Window drop down menu or Click Tools Edit on the toolbar The User Defined Tools dialog will appear User Defined Tools Tools Menu Text Path Arguments NetSupport C Program Files 5 Explorer C Program Files Click on the Add button The Add Tool dialog will appear Choose to add a Program or Script tool by selecting the appropriate Tab Enter the required information Clic
37. This can be used while Viewing a Clients screen Showing your screen to a Client on their workstation or outside of a remote control session by selecting the required Client NetSupport will only operate Audio if the workstations have Audio Support Installed Using Audio Support 1 Right Click the required Client in the List view and select Audio 2 The Audio toolbar will be displayed INVH288 Audio Audio Window egee a From here you can e Turn Audio on or off Enable only the Control or the Client to talk Listen to the Client Set the microphone sensitivity Select the Audio Quality Minimising the Audio toolbar will disable the current audio session this can be re started by activating the toolbar You can start more than one audio session but only one session can be active at any one time To use Audio Support when Viewing 1 Click on the Audio Button on the Toolbar in the View Window 2 The Audio options will be displayed These are the same options as on the Audio Toolbar The Mute Button turns the speaker and microphone on and off To use Audio Support when Showing 1 In the Show dialog box select the check box Enable Audio Support 2 The Audio Settings set in the Control Configurator Audio option will apply during these sessions 128 NetSupport Manager v11 Audio Announcements This feature sends an audible announcement to all selected Clients headphones or speakers They will be able to hea
38. Use HTTP Check this box to enable the Client to communicate over HTTP Gateway Address Enter the IP address of the workstation where the NetSupport Gateway Component is installed Secondary Gateway optional If required enter the IP address of the secondary Gateway Port NetSupport s default port for HTTP communications is 443 Note In version 9 10 Port 443 was introduced as the default for HTTP communications 3085 being used previously Gateway settings will be preserved for existing customers who subsequently upgrade enabling 3085 to continue to be used but there may be scenarios when upgraded Controls and Clients will need the HTTP Port manually reconfiguring to ensure compatibility 193 NetSupport Manager v11 Gateway Key The Key set here must also be set at the Control and match the key that has been configured in the Gateway itself Provides additional security that enables Control Users to connect only if they have specified the same key as at the Client CMPI secs You can override the CMPI that is set at a Gateway by entering a value here By default at the Gateway the CMPI is set to 60 secs Proxy Server NetSupport can be configured to route communications through a Proxy Server if required Enter the server address and an appropriate Port 8080 recommended 194 NetSupport Manager v11 Dial in Bridge Settings This property sheet is used to set up Dial in NetSupport links either t
39. Workgroups will appear in the left hand pane Expand or reduce the tree list by clicking on or Note You can also deploy to specific IP Ranges by adding the appropriate address range to the tree Select Tools Add IP Domain from the menu bar 3 Highlight the required group 4 The names of the workstations belonging to the selected group will appear in the right hand pane You can change the appearance of the list view by selecting View from the menu bar 5 Select the workstations to include in the deploy routine You can use CTRL Click or SHIFT Click Before deciding to include or exclude a workstation you can view its properties by right clicking on the machine name Choosing What To Deploy You can choose e NetSupport Package Client Configuration e NetSupport License File e Uninstall NetSupport 38 NetSupport Manager v11 Note The properties for each of the above can also be pre defined if it is not convenient to deploy immediately See Pre define settings for a future deployment Deploy a NetSupport Package A NetSupport Package is created as standard when the Deploy component is selected with the installation To distribute the package select the required workstations 1 Choose Deploy NetSupport Manager Package from the Deploy main Window drop down menu or Right click on the selected workstations and choose Deploy NetSupport Manager Package 2 The Deploy Summary dialog wi
40. a Client workstation 17 NetSupport Manager v11 Installation In this chapter How to install the required NetSupport Manager components on your Windows based PCs 18 NetSupport Manager v11 Planning an Installation Installing NetSupport is exceptionally easy If you follow a few simple rules you should be up and running within a very short time The first step is to decide what functions you want to install on each workstation Do you want it to be a Control or a Client Control To be able to control other workstations install a Control sometimes called a Viewer Client To be controlled by another workstation install a Client sometimes called a Host Will you want to run more advanced NetSupport features from the workstation such as Scripting and Deploy or use the machine as a Gateway You can further customise your installation by including a full working copy of NetSupport s training tool NetSupport School What network protocol do you use Decide what networking protocol you have available on the workstation NetSupport supports TCP IP IPX NetBIOS and HTTP While NetSupport is multi protocol which means that the same Control can connect to Clients running on different protocols you must choose a default You can change this later Note By default the Control will be configured to use TCP IP If you are using a different protocol you must configure this the first time you start a Control
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42. and configure NetSupport Manager on multiple workstations without the need to visit the machines individually You are provided with a view of your Network allowing you to pick and choose which workstations you want to deploy to With NetSupport Deploy you can e Remotely Install a NetSupport package on multiple workstations simultaneously e Create and download specific Client Configurations to multiple workstations e Remotely update NetSupport License details on multiple workstations e Remotely Uninstall a NetSupport package from multiple workstations simultaneously Notes e Due to increased security restrictions in Windows Vista the deploy function cannot be used to deploy to Windows Vista PCs that are not part of a Domain e When deploying to a Windows Vista PC within a Domain the Console User must be either logged onto the Domain or enter the user credentials when prompted of a Domain Account that has Local Administrator rights to the target PC e The Deploy Prompt user options are not supported on Windows Vista Installing the Deploy Utility When installing NetSupport select Typical Installation to install the Deploy Utility automatically Alternatively you can also choose it as part of a custom installation Note NetSupport Deploy is currently only supported on Windows XP 2000 or NT workstations 34 NetSupport Manager v11 Planning NetSupport Deploy is a powerful utility that makes instal
43. being made up of eight bits which can have a value of 1 or 0 This gives possible IP addresses of 0 0 0 0 to 255 255 255 255 Each IP address is also split into two portions a network portion which identifies the network the device is on and the local or host portion which identifies a particular device The subnet mask defines the position of this split between the network and host portions of the address which is associated with the address The subnet mask is also a four byte number Each bit in the subnet mask that is set to 1 denotes that the corresponding bit in the IP address is part of the network portion For example if we have an IP address of 10 10 2 21 and a subnet mask of 255 255 255 0 IP Address 10 10 2 21 Subnet Mask 255 i 255 255 0 IP Address In Binary 00001010 00001010 00000010 00010101 Subnet Mask in Binary 11111111 11111111 11111111 00000000 Network Portion Of IP 00001010 00001010 00000010 00000000 Address Host Portion Of IP 00000000 00000000 00000000 00010101 Address Network Portion Of IP 10 10 2 j 0 Address Host Portion Of IP 0 0 0 21 Address Therefore when we send an IP packet to 10 10 2 21 we are actually sending a packet to device 21 on network 10 10 2 0 In the example above the network 10 10 2 0 can have 256 host addresses 0 to 255 However two of the host addresses the first and last on each IP network are reserved The reserved host address with all bits set to 0 is th
44. customise See customise deleting Clients 284 deleting files and directories 143 delta file transfer 141 275 deploy a Client configuration 43 a NetSupport license file 44 a NetSupport package 39 getting started 37 log files 48 main window 37 pre define settings 47 remote Install 34 remote uninstall 45 DHCP connect by hostname 242 dial up links 292 directory copying 141 creating 143 deleting 143 synchronise 146 disable functionality 199 201 228 271 configure Control interface 268 disconnect a Client 95 a Control 175 all Clients 95 configuration options 212 distributing files 152 dual channel bonding enable at Client 194 enable at Control 248 DVD enable playback support 221 encryption at Control 251 force encryption 210 evaluation kits 28 event logging enable at Client 218 enable at Control 253 331 NetSupport Manager v11 executing applications 117 explorer integration 168 disable shell 268 F Fedora 52 file change attributes 144 copying 141 copying between Clients 143 deleting 143 renaming 144 file distribution 152 File Distribution Window 150 file locations 279 file manager 154 File Manager Window 153 file transfer applying a filter in List View 147 arranging multiple Windows 146 between Clients 143 change file attributes 144 changing the sort orders 149 changing the view format 148 configuring access rights 216 control settings 275
45. elesd uhadedlsiawedieia Maladinr beens 128 Audio Announcement ccceeeeeeee eee neta eee ea eases teen eeataeees 129 Adjusting Microphone and Speaker VOIUME ccecceeeeeeeaeeanes 130 NetSupport Manager v11 Video Player SUpport cece eee a eee e teeta a a aiii 131 Video Player Control Panel c ccceeeeeee eect eee eee neta eae ea eae 133 Replay Files cc iat ecotonn daca in Shae Asa inh cake ani eee 135 Recording Local Activity cc cece eee cece eee e eee teeta 135 Recording Replay Files At Client PCS ceceeeeeee eee eee eee 136 Watching Recorded Replay Files ececeeeeeeee eee ee eaten ees 137 Showing Replay Files to Clients s e 138 File Transfers Aee aa aves a a A on aa a A EIE DES 139 The File Transfer WINdOW sssssssssrrsserrsrersererserersrrersrrnrrrrere 139 Copying Files and Directories ssssssessiserrrsrrersrrrrrrrerrrsrren 141 To transfer files between Clients c cece eects eee eee ene 143 Deleting Files and Directories cceceeeee cent eect eee teens 143 Creating Directories c cece cece eect eee ee eect eee eee e eae eeeeaed 143 Renaming Files mn sireisas aan nee ate ee at a ee 144 Changing File Attributes cece eee eee eee teeter eae 144 Print File Transfer List 2 2 sccvs etnesesnacengenseseeeestiaeweneaeecerssesanreeds 145 Synchronising Directories cccece cece eee e eee ee eee eee ee ae
46. files and applications making unauthorized changes to the desktop saving or using unauthorized programs and harming the operating system Leam more about NetSupport Protect Disable NetSupport Protect Decide whether to switch protection off when you first connect to the Student machines or when you open a view session Security A NetSupport Protect configuration should be secured with an Administrator password You will need to enter that password here as confirmation that you are authorised to turn desktop protection off To find out more about NetSupport Protect and to download a free trial copy visit www netsupportprotect com 282 NetSupport Manager v11 Managing and Organising Clients In this chapter You will find out how to better manage your database of Client PCs Group Clients by department or geographic location and customise the properties of each Client 283 NetSupport Manager v11 Add a new Client NetSupport Manager maintains a database of all Known Clients These are stored in the All Computers folder in the Tree View and provide a fast way to connect to those Clients without having to perform a Browse You can also see additional information about the Client such as names contact numbers etc To populate the Known Clients database do one of the following 1 Use the Browse function to lookup available Clients and connect to them All required information about that Client will then be st
47. for the connection and a description if you wish and click Next Enter 0 as the Telephone Number of the NetSupport Bridge to Dial In the Connectivity section select the Network transport to be used this must be the same as that configured at the Client Bridge Once a dial up or serial link has been established operation is the same as on a LAN 298 NetSupport Manager v11 Using NetSupport over the Internet NetSupport Manager works across the Internet in much the same way as it does across Dialup Networking It can be done to workstations with a static connection across a LAN or to a dialup account with ISP If your workstation can see a workstation running NetSupport you can connect to it whether this is on the internet via remote communications a RAS Dialup Link or on your local LAN WAN Note While the following procedure can be used NetSupport also provides a convenient Internet Gateway feature delivering web based remote control without the need for modifications to existing Firewall configurations To remote control a Client over the Internet 1 Connect both the Control and the Client to the Internet 2 Choose Client Quick Connect from the Control Window drop down menus 3 In the Quick Connect dialog choose to connect via TCP IP address and type in the IP address of the Client you wish to connect to You should then be able to control as normal Quick Connect Enter the name or the address and
48. has been established operation is the same as on a LAN If you are using RAS or another third party remote Access product then simply make the dial up networking connection before starting the Control and use the Control as if it were on the Local LAN Note In order for the connection to work you must ensure that the corresponding NetSupport Bridge has been set up on the Remote Network or Standalone workstation 293 NetSupport Manager v11 The NetSupport Bridge When loaded on a networked workstation the NetSupport Bridge provides access to all other Clients whatever their operating system on the same network Likewise all NetSupport Controls whatever the operating system can dial into all versions of the Bridge program To load a Bridge The NetSupport Bridge is loaded with a standard Client to provide access to all workstations on the network You use the NetSupport Configurator to set up the bridge 1 Start the NetSupport Client Configurator on the workstation that will be used as the Bridge 2 Choose Connectivity Dial in Bridge 3 Follow the instructions in Configuring a NetSupport Bridge Effect A Control can dial in and take control of any Clients on that remote network which are running on the same protocol as the Bridge It is possible to have the Bridge running on one protocol and the Client on another however in this case the Control will not be able to access the Client as the Bridge Use
49. icon on the Control toolbar and choose Scan 2 The Scan dialog will appear 3 Specify which Clients to Scan by removing or including the check mark next to the Client name 4 Select Display multiple Clients at a time 5 Select number of Client screens to be displayed in the Scan Window 6 If scanning more than four Client screens select a Scan interval Click Scan 8 The Scan Window will appear N To End the Scan 1 Choose Scan Close from the Scan Window drop down menu NetSupport Manager v11 The Scan Window The Scan Window is a special type of View Window that cycles through the selected Client screens displaying each in turn for the pre determined Scan Interval The Scan Window for a single Client scan is divided into the following sections NetSupport Scan MARKETINGTESTPC Organize Views gt E3 System properties E Uninstall or change a program Gys Map n G Nemo z Type total See Mard Disk Drives 1 Fovorte Links Mo Loca oek c Local Oth Devices with Removable Storage 1 Menu Bar The menu bar contains a series of drop down menus that can be used to access the various tools and configuration utilities The Toolbar The toolbar buttons for a single Client Scan have the following functions Previous Auto and Next buttons You can turn auto timing on or off from the Scan Window toolbar or choose to move forwards or backwards between individual
50. initialise slightly quicker if you only configure it for this transport 73 NetSupport Manager v11 Configuring The NetSupport Control For Subnet Browsing Most corporate networks are made up of a number of small networks that are connected together in order to provide end users with access to network resources NetSupport Manager incorporates features that allow a NetSupport Manager installation on one network to be used to remotely manage computers on another interconnected network Using NetSupport Manager in its default configuration will enable you to remotely manage computers on a remote LAN if connectivity to that remote LAN is provided by a WAN However there are some configuration changes that are required to allow a NetSupport Manager Control to browse for Clients on remote LAN s The configuration changes required are dependant on the network transport that you will be using with NetSupport Manager The two most common transports that are used over WAN s are TCP IP and IPX Configuring the NetSupport Manager Control for IP Subnet Browsing Before configuring NetSupport Manager to browse on a remote IP subnet it is useful to understand how IP addresses are made up and in particular what an IP Broadcast Address is See Understanding IP Addresses in the Technical Reference section of this manual for more information To Configure the NetSupport Control to browse IP subnets 1 Select Network Configure from the
51. is available from our downloads area at www netsupportsoftware com Full installation instructions will also be available here 2 Download to a directory on the Linux machine 3 Extract the TAR BALL A sub directory called Install will be created 4 Point to the directory and run the installation As a Root User 5 The NetSupport Client will install to usr nsm providing a Linux daemon At the NetSupport Control connect to the Client in the usual manner Note When installing SUSE 9 3 and SuSE 10 distributions the following error message will appear SuSEFirewall2 Warning ip6tables does not support state matching Extended IPv6 support disabled this is a standard message and should be ignored For information on currently supported features please visit www netsupportmanager com linux asp 52 NetSupport Manager v11 Installing a NetSupport Client on a Mac Based System A NetSupport Client can be installed on Mac systems enabling a Control to connect view the screen of the remote user and perform a variety of remote control tasks Note The NetSupport Manager Mac client supports OS 10 3 and later and provided as full Mac universal binaries including support for all new Intel based systems Installing a NSM Mac Client 1 A downloadable ZIP file containing the installation script and program files is available from our downloads area at www netsupportsoftware com Full installation instructions will
52. is known as Exhibiting For example it may be that workstation_1 has an application on it that you need to Show to the Accounts department Therefore by Viewing workstation_1 and then Showing to all members of the Accounts department they will now be able to see workstation_1 s screen To Show a Clients screen 1 Connect to the Clients you wish to Show to and the Client you wish to View 2 View the Client whose screen you wish to Show 3 Choose Tools Show from the Control Window drop down menu Or Select the Show icon on the Toolbar 4 Choose Show to These Clients 5 Exclude the Client you are currently Viewing from the Show the green tick should be changed to a red cross If you don t do this you will get an error saying that the Control cannot Show to this Client while you are Viewing it 6 Click Show to start the Show The Client s screen that is being Viewed will be shown to the other Clients You can use features such as Scale to Fit and Full Screen to Show more of the Client s screen 126 NetSupport Manager v11 Show Application The Show feature enables you to display the Control screen to Clients However if a number of programs are open at the Control there may be occasions when you want to show a single application in isolation To Show an Application 1 Choose Tools Show Application from the Control Window drop down menu 2 The Show Application dialog will appear Net
53. laz MaRKETINGTESTPC Removing the check mark next to a Client excludes it from the Show C Create Replay file at Client Show Hotkeys C Enable Audio Support C Set Show Mode at Client Screen Scrape C Send Physical Fonts Whole Desktop ki In this dialog you must select the Client or Clients that you will Show your screen or replay file to If you are connected to only one Client or have selected a specific Client before choosing Show they will appear as an individual option If you only want to Show to this Client click Show otherwise make your selection as follows These Clients The list displays all of the connected Clients and their descriptions If you are only connected to one Client this list is disabled Once you have chosen the Clients you want to Show to click Show Create Replay File at Client The Show session can be recorded and stored in a Replay File giving Clients the opportunity to playback the session at a later date Show Hotkeys To ensure that all actions performed by the Control are visible to the Clients during a show you can enable the use of Hotkeys Any key combinations that the Control uses e g CTRL V will be displayed in a balloon at both the Control and Tutor screens Notes e If using a mixture of key combinations e g ALT V T NetSupport will only display two consecutive keystrokes at any one time e This utility is only supported on Windows 2000 XP and above
54. list if required 312 NetSupport Manager v11 Processes Name a Memory Usage A Acrotray exe 2 488 K agent exe 3 896 K AgentSvr exe 308 K a AVENGINE EXE 67 416 K 3 calc exe 1 680 K dient32 exe 9 108 K csrss exe 3 576 K p dicxcoms exe 3 792K dicxmon exe 3 320 K EXCEL EXE 8 600 K Explorer EXE 4 804K gateway32 exe 5 464K hidserv exe 1 788 K TEXPLORE EXE 31 768 K internat exe 1 884K issch exe 1 048 K isuspm exe 11 056 K jucheck exe 5 672K v 46 processes o Note The close process application features are disabled by default To enable choose Advanced Client Configurator Access Privileges Services Tab NT 2000 XP only Provides a list of services currently running on the target PC If you are not connected to the Client this tab will not be displayed The Control can stop and start services as required unless this facility has been disabled in the Advanced Client Configurator Access Privileges dialog Name Q Adobe LM Service AdobeLM Service Stopped Q Adobe Version Cue CS2 Running Qaterter Notifies selected users and compute Stopped Application Management Provides software installation servic Running Qautomatic Updates Enables the download and installatio Running Background Intelligent Transfers files in the background usi Running Ocients2 Running Ocipsook Supports ClipBook Viewer which allo Stopped com Event System Provides automatic distribution of ev Running Q comput
55. list view 9 Repeat the above process for any other Gateways that the Control needs to use Control Gateway Client Communications Now that all the elements are in place you are ready to attempt connections through the Gateway The Gateway serves 3 basic purposes To receive and store Client registrations For a Client to be available to a Control it must connect and stay connected to the Gateway The Client indicates its readiness by periodically polling the Gateway that it has been configured to use The Gateway stores the Client details in an internal table Respond to Browse commands from the Control Once the Control has added the required Gateways it can Browse them for Clients The Gateway responds by scanning through its list of available Clients and returning those that match the Browse criteria Note Unlike a standard network Browse where Known Client details are stored for future use Gateway Client details are lost when the Control closes This is because the details are maintained at the Gateway end Although the Client is permanently connected to the Gateway the Control is not and therefore needs to Browse the Gateway each time it wants to find Clients 1 From the Internet Gateways folder in the Control Window Tree View select the required Gateway and double click Browse Gateway The Browse Gateway dialog will appear Enter a partial Client name or leave blank to search for all available Clients or Right cli
56. logged in restart will commence automatically When you have completed all four tabs click OK to return to the Deploy Summary dialog You can review your selections and edit if required Click Deploy to commence the uninstall A progress dialog will appear enabling you to monitor the deployment as it uninstalls each workstation Click Close when complete NetSupport Manager v11 Pre Define Settings For A Future Deployment There may be occasions when you want to defer a deployment until a more convenient time of the day With NetSupport Deploy you can prepare the settings in advance and choose when to perform the deployment Note You select the workstations to deploy to when you are ready to run the deployment To Prepare The Settings For A Future Deployment 1 Choose Deploy Configuration from the Deploy main Window drop down menu The Deploy List dialog will appear Select the required Deploy Option Package Client Configuration License File or Uninstall Click Properties and enter the required settings When all settings are entered click Close to return to the Deploy main Window To Run The Deployment 1 Select the workstations to Deploy to See Preparing a Deployment Choose Deploy from the main Window drop down menu or Right click on the selected workstations and choose Deploy Select the required Deploy option The Deploy Summary dialog will appear showing your pre defined se
57. netsupport manager GW001 log Select Browse to specify an alternative path Max File Size KB Over a period of time the log file could become quite large you can manage this by specifying a maximum file size When the limit is reached the existing information in the file is overwritten by the new records Note For changes to the log file settings to take affect you will need to restart the Gateway32 service 80 NetSupport Manager v11 Keys Tab NetSupport Gateway Configuration Utility General Keys Operators Redundancy Licenses Gateway Keys Description Creation Date Gateway key 1 Mon Oct 05 13 25 38 2009 Gateway Keys This acts as a form of Security Key The Gateway will not accept connections from a Control or Client unless a Gateway key is specified and that same key is also present at both the Control and Client end The Gateway can support multiple keys at least one key must be specified Gateway key data is sent encrypted between Client Control and the Gateway Once connected to the Gateway all Client Control security such as user names and security keys will function normally Select Add to specify the key The Key must be at least 8 characters 81 NetSupport Manager v11 Operators Tab NetSupport Gateway Configuration Utility General Keys Operators Redundancy Licenses F Restrict remote control access to specified operators Usemame Full Name Permis
58. of the Client workstation 286 NetSupport Manager v11 Setting Client Properties You can store additional information about a Client workstation and its User by completing the Properties sheet for the Client This information can then be viewed in the Detailed List view You choose which fields are displayed by using the View Columns function from the Control Window drop down menu bar To Adjust Client Properties 1 Open the All Computers folder in the Tree View and select the required Client 2 Right click on the Client and choose Properties Or Choose Client Properties from the Control Window drop down menu bar 3 The Clients property sheet will be displayed The Client property sheet has four tabs General Details and System Information The System Information tab is only displayed once you have connected to the Client The General Tab displays the following information The Physical Client name and location Its Network Address The transport it is using Whether you wish to include the Client in Shows Scans The Details Tab displays the following information e The name you want displayed at the Control for this Client The Description that you want to associate with this Client The Contact name e The Telephone Number The Mac Ethernet Address The System I nfo Tab displays the following information What version of NetSupport Manager the Client is running What operating
59. or higher On Windows 2000 and XP NetSupport uses the Microsoft Mirror Driver to capture screen data for view sessions However while hooked into the Mirror Driver it is not possible to play DVD s Therefore if you do need the capability to play DVD s NetSupport provides options which load and unload the Mirror Driver as required Except While Viewed If checked DVD support is enabled but will be disabled for the duration of a view session while the Mirror Driver is loaded Except While Connected If checked DVD support is suspended while a connection to the Client is in place 224 NetSupport Manager v11 Show Settings C Program Files NetSupport NetSupport Manager client32 ini Master Profile m P Connectivity Receive Show Options H P Securty _ Disable Receive Show S P Remote Control Show to a Window View L_ Scale to Fit amp v Scrollbars Audio Autoscroll speed Scroll Delay E gt e Client Interface g e Profile Options v e Teminal Services Min Receive Show Options Disable Receive Show Prevents the Control from being able to show to the Client Show to a Window Enables the Client to receive a Show in a Window rather than in full screen mode Scale to Fit Automatically scales the Receive Show Window to resize the displayed screen in the available area Scrollbars Determines if Scroll Bars will be displayed with the Receive Show Window for navigation Au
60. or even a collection of Help Requests generated by Clients Each set of objects is stored in its own folder as displayed in the Tree View in the Control Window 4 Pj All Computers 5 Clients All available computers Sales 2 Clients Support 4 Clients a Auto Group 5 Clients Clients grouped by predefined criteria E y Windows PCs 4 Clients gt BD Client Versions 5 Clients Browse Browse network for computers Bim Active IF Shows all connected computers Help Requests Gients requesting help vPro Management PCs with Intel c vPro tm Technology Remote Networks Computers located on remote networks Internet Gateways Computers available over the Internet Automation Automate common tasks on computers The individual objects in a folder are displayed in the adjacent List view For example selecting the Active folder will result in the List view changing to display all currently connected Clients a All Computers 5 Clients All available computers Sales 2 Clients Support 4 Clients ae Auto Group 5 Clients Clients grouped by predefined criteria BY 7 Windows PCs 4 Clients E cient versions 5 cients O00000 INVH288 pcijle Windows XP MARKETINGTESTPC Windows 2008 Braver 10 0 0 227 Administrator 10 0 0 71 Browse network for computers ip Active Shows all connected computers Help Requests ients requesting help g
61. s desktop To copy files and Directories from a Control to a Client 1 2 PD oor O UE Select the required Client in the List view Choose Client File Transfer from the Control drop down menu or Click the File icon on the Control toolbar and choose File Transfer or Right click on the Client icon in the list view and choose File Transfer or If you are Viewing the Client choose File Transfer from the View Window toolbar The File Transfer Window to that Client will open From the Client Tree View select the destination drive or directory into which the items will be copied From the Control List select the item s to be copied to the Client Click on the toolbar Copy File button A confirmation dialog will be displayed click Yes The Copy Progress dialog will appear showing the progress From here you can choose to ignore any error messages and overwrite prompts until completion these will then be displayed in a summary window at the end of the operation 141 NetSupport Manager v11 Notes The selected item s can also be dragged from the Control List and dropped into the destination drive or directory in the Client View Files can be dragged from the Control Windows Explorer and dropped directly into the Local or Remote pane To copy files and Directories from a Client to a Control 1 2 N Select the required Client in the List view Choose Client File Tran
62. shows which Client this particular File Transfer Window is working with NetSupport Manager v11 The Menu Bar The menu bar contains a series of drop down menus that can be used to access the various tools and configuration utilities The Toolbar The Toolbar contains shortcuts to many of the most frequently used tasks and tools Double clicking on an individual item takes you straight to that task or function eliminating the need to work through the drop down menus Positioning the cursor over an icon will display a brief description of its function The Local Pane The Local Pane displays a Tree View of the Directories of the Control on the Left hand side and a List view of the contents of those directories on the left hand side Right click on any item in one of the columns in the list view and a range of context sensitive functions become available Managing Files on the Control workstation You can manage files on a Control workstation using the File Manager Window This is similar to the File Transfer Window but only displays the contents of the Control workstation To display the File Manager Window 1 Choose Tools File Manager from the Control Window drop down menu or click the File icon on the Control toolbar and choose File Manager The Tree View To select a drive or directory in the Tree View simply click on it the contents of the selected item will then be displayed in the List view on the right I
63. the List view is sorted for example an arrow pointing up indicates the List is sorted in ascending order The order of the columns can be changed by dragging and dropping the column headers 149 NetSupport Manager v11 File Distribution The File Distribution Window The File Distribution Window is used for distributing files to multiple Clients simultaneously All Clients File Distribution File Client Directory View Window Help w 2 Destination Lock Local Computer BS Local Computer By Desktop T Documents m WIN XP C H DATA D Compact Disc E E m Removable Disk F Removable Disk G m l marketing on 10 0 0 14 T Create Contents of C Name Previous Directory mi Program Files m WUTemp L winpows mi Inetpub m Documents and Settings common 09_05_06_09_06 DoR File Description 4 File Folder File Folder File Folder File Folder File Folder Cascading Style Sheet Document Firefox Document Firefox Document Firefox Document Firefox Document Firefox Document Firefox Document Firefox Document Name Destination Directory Client Platform r Windows XP Windows 2008 L wna ct AY Windows 2000 Ready 32 Files 125 442 889 bytes v P jane ey vE maren c The File Distribution Window is divided into five sections The Title Bar This shows which group of client this particular File Distribution Window is working with The
64. the setup of your network infrastructure there may be instances where duplicate IDs are in use so you can disable the check using this option Remote Control The following items disable the different view functions within the NetSupport Manager Control e Disable Control e Disable Share e Disable Watch e Disable Show 273 NetSupport Manager v11 Help Request Settings This property sheet provides configuration options for receiving Help Requests from Clients Settings for Configuration Standard General When a Help Request arives m Connectivity V Highlight the Client in the Help Request list Security Display a message 8 Remote Control J Play a sound QP Control Interface li Settings Functions Control Status for incoming Client Connections Fie Transter Available to take Help Requests P vPro CO Not available for Help Requests Fie Locations Busy at the moment e NetSupport Protect Set status to Busy when connected to When a Help Request Arrives Highlight the Client in the Help Request List Check this box to highlight the Client icon in the List view when a Help Request is sent Display a Message Check this box to have Help Request messages displayed on the Control screen Play a Sound Check this box to play a sound when a Client sends a Help Request Use the Browse function to specify the sound Control Status for incoming
65. them before closing your NetSupport session To disconnect a Client 1 Choose the Active folder from the Control Window 2 Select the Client you want to disconnect in the List view 3 Choose Client Disconnect from the Control Window drop down menu Or Right click on the Client icon and choose Disconnect Disconnecting all Clients Rather than disconnecting Clients individually you can disconnect all connected Clients in a single action To disconnect all Clients 1 Choose Client Disconnect All from the Control Window drop down menu 95 NetSupport Manager v11 Client Automatic Login If a generic naming convention is used for your PCs you can automatically log the Clients in to save time Note Client Automatic Login does not support Windows 9X Clients To automatically login Client machines 1 Select the Client machine s you wish to login 2 Choose Client Login from the Control Window drop down menu or Click the Login icon on the Control toolbar or Right Click and choose Login 3 The Auto Login dialog will appear Login Details Usemame Password Domain Status Name User Name vB invivzes 9 peijle a 4 Enter the Username Password and Domain and click Login The Username will appear once the login has been successful 5 You can also view Client screens from this dialog select the required Client and click View 6 When you have finished click
66. this option if You wish to provide dial in access to this workstation or a NetSupport Client on the same Network Note To configure the Control Bridge choose Network Configure Connectivity Remote Dialup from the Control Window drop down menu or Click Settings on the Toolbar 294 NetSupport Manager v11 Setting up a Modem At the Control 1 Choose Tools Configurations Settings from the Control Window drop down menu if updating a specific Control profile or Click Settings on the Control Window Toolbar if updating the Standard Control profile 2 Select Connectivity Remote Dialup 3 Select a Modem At the Client 1 Start the NetSupport Client Configurator Basic or Advanced 2 Select Connectivity Dial in Bridge 3 Check the Bridge box and complete the form To adjust modem settings 1 Choose Start Settings Control Panel Modems Notes e The adapter number used for dialling into a NetSupport Bridge is configured slightly differently to those used for connecting to a Client The adapter number you set is the adapter number configured at the Bridge workstation This is why the Remote Network wizard and Properties dialog displays all adapters and not just those set at the Control Use the Configurator at the Bridge workstation to determine the adapter number to use then set this same adapter number at the Control for the Remote Network object e If you attempt to dial a NetBIOS N
67. to access the various tools and configuration utilities for the deploy process Left Hand Pane Contains three tabs Network Log Files and Security Network and Security Tabs List in a Tree View the available Networks Domains and Workgroups that can be selected for a deploy routine Log Files Tab Lists in a Tree View a history of previous deployments Right Hand Pane With the Network Tab selected you are provided with a range of general information machine name and platform for example about the workstations located on the selected Network Domain 37 NetSupport Manager v11 The Log Files Tab provides a breakdown of past deployments categorised by type The Security Tab also lists information specific to each individual workstation located on the chosen Network Domain In addition to the machine name you will be able to identify the IP Address determine if the machine already has a NetSupport Client installed and which version is running whether the Client is password protected or has User Acknowledgement set With this information to hand you can decide in advance which machines to include or exclude from the forthcoming deployment For example if a current NetSupport Client is already installed at some of the workstations you might choose to ignore it Preparing a Deployment Routine Choosing Who To Deploy To 1 From the main Window select the Network or Security tab 2 A list of available Networks Domains and
68. to set security at the Client General Settings Used to set passwords to protect the Client configuration and to prevent unauthorised access to the Client NetSupport Client Configurator g Connectivity Identification PP Securty Cient Ni ch LAPTOP3 lient Name machine name 3 Access Privileges _ Ado Configurator Password et Client Password Client Security Key C Cx Set Quiet Mode client not visible on Taskbar On NT you need to be logged in as Administrator to change the Client name Ldentification Client Name Each NetSupport Client on the Network requires a unique name You can either set a name of your own choosing or use an asterisk to default the Client name to be the same as the workstation name On NT you need to be logged in as Administrator to change the Client name Notes e If setting the Client Name in Advanced Configuration choose Profiles Client parameters from the Advanced Configuration Window menu bar e In order for NetSupport s Integration with Explorer feature to work the Client Name must remain set to the default Machine Name 198 NetSupport Manager v11 Configurator Password As an extra level of security you can associate a password with a Configuration File This prevents unauthorised amendment of this Client s configuration When the Configurator is next started the user must enter the required passwo
69. transport of the Client to connect to Name User name HTTP Gateway All Gateways Transport Finding an IP Address The easiest way to find the IP address of the Client is to use the command line ipconfig DHCP Workstations connecting via a modem link to an ISP will normally have a different IP address assigned to them each time they connect You will therefore need to find out their address each time you wish to connect This is done using the command line ipconfig 299 NetSupport Manager v11 NetSupport Scripting In this chapter Learn about NetSupport s powerful Scripting language and how it can be used to automate repetitive tasks 300 NetSupport Manager v11 NetSupport Scripting Overview NetSupport includes a powerful Scripting Language and Scheduler that allows you to automate the tasks you would normally perform repetitively in the NetSupport Control For example you might set up a Script that runs unattended overnight to connect to a number of remote NetSupport Clients and upload or download files to them This is a simple case but the Scripting also contains a wealth of Desktop Management functions such as the ability to interrogate Clients and retrieve information such as their free disk space what operating system they are running etc You could even use NetSupport Scripting to distribute applications by using a combination of File Transfer Remotely Execute Ap
70. using effectively 305 configuration files creating 182 editing 182 configuring a gateway 79 configuring Clients 185 configuring the netsupport linux client 322 connect by hostname 242 connecting to Clients Linux 52 on different protocols 73 over a remote IPX network 76 over a subnet 74 over an IP subnet 74 pocket PCs 50 quick connect 72 terminal server 92 through a gateway 77 through firewalls 90 through proxy servers 90 through the Internet 298 330 understanding IP addresses 315 understanding IPX addresses 316 using IP address 72 with a smartcard 209 connecting to Controls 174 through a gateway 77 through firewalls 90 through proxy servers 90 through the Internet 298 connectivity dialin options 194 remote dialup at Control 248 set HTTP 192 247 set IPX 190 244 set NetBIOS 191 set NetBIOS connection 246 set TCP IP 189 242 contact us 327 Control adjusting microphone and speaker volume 130 audio announcements 129 audio support 128 capture Client print output 164 chat to Client 156 clipboard 166 connecting to Clients 71 connecting to Clients different protocols 73 Ctri Alt Delete 102 dealing with help requests 162 disconnecting Clients 95 executing applications 117 features 13 file distribution 152 file manager 154 finding Clients on a gateway 69 finding Clients on the network 69 Internet use over 298 logout 101 managing Control files 154 messages se
71. version of the NetSupport Client that is installed on the target machines The broadcast show feature is only supported in version 7 10 or higher Settings If Broadcast Show is enabled select this option to set the Broadcast Address The Broadcast Settings dialog will appear 244 NetSupport Manager v11 Set IPX Connection Settings for Configuration Standard e General IPX SP Connectivity v Use IPX TcPaP Record Clients Network Numbers 1px Use Networks NetBios HTTP ray Remote Dialup Advanced a Security e Startup Ignore Networks IPX Use IPX Check this box to enable the IPX transport protocol This protocol is used on local and wide area networks Record Clients Network Numbers When IPX addresses are recorded for a client the network number is normally set to 0 if the Clients are on the same IPX network as the Control this prevents subsequent problems when a file server is down This setting forces network numbers to be recorded and used when establishing a connection Use Networks The Control normally obtains a list of network numbers from the nearest NetWare server or bridge On some networks there is no NetWare server to ask or the list generated is unreliable Enter one or more network numbers to use which replaces the normal discovery mechanism The numbers can be in decimal or hexadecimal and must be separated by commas Such as 0x1 0x2 0x34
72. with Proxy Servers as they will not provide a means of address translation A Proxy Server by design will not allow connections into a protected network Connecting from within a Firewall or Proxy Server to a Client on the outside requires the following Port 5405 enabled for outgoing connections on your Firewall or proxy server A Client on the other side listening on the same port number and visible to the Control on the inside of the Firewall Proxy Server Client calling a Control 1 Enable port 5421 for outgoing connections on your Firewall or proxy server 2 Choose Call Control from the NetSupport Client main Window drop down menu 3 Enter either the hostname or IP address of the Control you wish to connect to 4 The Control will then receive a message stating that a Client is attempting to make a connection They can choose to accept or disconnect the attempt Note Port 5421 is not configurable Control calling a Client 1 Choose Client Quick Connect from the Control Window drop down menu 2 Enter either the hostname or IP address of the Client you wish to connect to 3 Click OK Note NetSupport will not communicate directly with a Proxy Server via SOCKS and will only work if a TCP IP direct connection is available 91 NetSupport Manager v11 Implementing NetSupport in a Terminal Server Environment A NetSupport Control can connect to Clients within a Terminal Server environm
73. 182 all workstations on TCP IP subnet 194 182 00000001 all workstations on IPX network 1 Note Access can also be limited to a specific IP range e g 10 0 0 1 24 would allow access from 10 0 0 1 up to 10 0 0 24 211 NetSupport Manager v11 Encryption With encryption turned on all the information that is sent between the Control and Client is very difficult for others to read NetSupport offers a range of encryption options ranging from 56 Bit DES to 256 Bit AES enabling you to find the necessary balance between security and performance The higher the level of encryption the higher the potential for decreased performance Force Controls To Use Encryption Checking this box forces a connecting Control to use the equivalent level of encryption even if the option has not been enabled at the Control end The encryption only applies when the Control is connected to this Client Set Minimum level of Encryption Choose the level of encryption to be used while a Control is connected Allow more than one Control to connect at a time NetSupport allows multiple Controls to connect and view the Client simultaneously This is useful for Group Working Checking this option enables the function 212 NetSupport Manager v11 Disconnect Options The options on this property sheet provide additional security when a Control User disconnects from the Client machine Particularly useful if the connection to the Client is unexp
74. 28 instcfg exe 31 integration with active directory 320 NetSupport Manager v11 integration with explorer 168 disable shell 268 intel vPro 93 interface settings configure 268 Internet gateway 77 use over 298 inventory 307 check for hot fixes 310 disable at control 271 disable features 201 list applications 311 list processes 311 list services 312 retrieve via explorer 168 software and hardware 307 IP connections 72 IP subnet browsing 74 1PX set at Client 190 set at Control 244 IPX subnet browsing 76 L launching applications 117 Linux support 52 list view 68 load bridge on startup 194 load control from command line 317 log files during a remote deploy 48 enable at Client 218 log events at Control 253 logging in clients 96 logout 101 M managing Clients 282 See groups add a new Client 283 delete a Client 284 rename a Client 284 setting Client properties 286 managing files Control 154 Mandrake 52 max colour depth 221 messages customisable display text 206 212 messages sending 161 modem at Control 248 setting up 294 using a serial link 295 monitor mode 115 configure settings 268 multiple subscriber number set at Client 194 set at Control 248 NetBIOS set at Client 191 set at Control 246 NetSupport features 13 internet gateway 77 NetSupport deploy 34 a Client configuration 43 a NetSupport license file 44 a NetSupport package 39 g
75. 5405 marketin NSMV11 0037 windows 2008 Browse x Brose network for computare E rest Local TEMP ESTI The Status Bar The Control Status Bar is displayed at the bottom of the Control Window It shows the current Status of the Control the number of currently connected Clients and the number of items in the folder During a dialup connection it will also show communications details You can Hide or Display the Status Bar from the View Menu options on the Control Window drop down menu bar 58 NetSupport Manager v11 Customising the Toolbar To enable you to customise NetSupport to your exact requirements a variety of User Interface customisation features are available One of these is the ability to set which icons you want to display on the Control Toolbar To customise the Toolbar 1 Choose View Toolbar Customise from the Control Window drop down menus 2 The Customise Toolbar dialog will appear Customize Toolbar Available Buttons 1 H Add To Group o4 Announce Q Available G4 Configurations i Pest The two lists you can see contain the buttons that can be added to the Toolbar and those already on the Toolbar To group the buttons together you can place separators between them Available Buttons Displays a list of all the buttons that can be added to your Toolbar This list shows the icon and the associated text that will be added Current Buttons Displays the cu
76. 8 General S ttingS arri ap a E eid ee aa aaa 198 Access Privileges BASIC ccccecceeeeeeeet eet eeeeaeenteateaesaneaneatees 200 Access Privileges Advanced cceceee cence teen et ee eee ene eee 202 User Validation c cece cece eee ee eee eee nena teeta e ena ri enais 205 User Acknowledgement Options ccceeeeeee ee eeeee erriren 207 Enable SmartCard LOQON cccceeeeeeee eee eee eee tata ee tenia 210 Connect OPTIONS mesire iee easel sea ote Senet eee ieee 211 Disconnect Options av sia adeesi deere ras ors 213 Protect Configuration SettingS ccccceeeee eect eee e teeta eae 215 File Transfer SettingS c ccceeeeeeeeeee eee ee eee ee ease eee ea eee naeneas 217 Replay File SettihgS iicn aoua eee eee eee tees tata a arpaa 218 Event LOGGING cs csvecssegereaucgetngedseswcudee sd retedhesarwenesanereesdsadyeees 219 Remote Control Options cece eee eee 222 View SettingS ii kiai i nien en eee eee eee ents needa eue ta ris adod 222 SHOW Settings ir r a E A GETE E REE AEE REET 225 Audio Settings eraser nn e a AAA eet AE AERAN 227 Client Interface OptiOnS s ssssrssssrsrsererrrrerrrrerirserurnernrsrrnrrernre 229 CEN Setting Se e es ohne Md itis boise LGA de 229 Help Request SettingS cccceeeeeee eee ee ee ease ee ea teeta ene eataeees 231 Customisable Texti nninei nt ni eee eee eee eee cnet eens eee a eens 233 Profle Option Sinapo agan
77. Audio Transmission Format buttons allows you to change the Transmission Format Use only the level you need for acceptable quality High quality settings can affect screen update performance Over Remote Communication links we recommend you use a Transmission Format of less than 2 kb sec 268 NetSupport Manager v11 Control I nterface Settings These property sheets enable you to configure the different components available to the named configuration Interface Settings This property sheet enables you to configure the different components available to the named configuration Settings for Configuration Standard amp General Settings Connectivity Hide Client List Client List Read only a Security C Hide Group List Group List Read only E P Remote Control _ Hide Dial Directory Dial Directory Read only ra Control Interface L Hide Gateway Gateway Read only es Disable Browse Message on Disconnect Funct V Use intemal speaker for Beep Silent Disconnect unctions _ Hide Auto Group List B Help Requests Hide O ARA a Fie Transfer amp vPro Shell Extension File Locations _ Disable Shell Extension e NetSupport Protect Settings Hide Client List Check this option to disable the display of known Clients for security reasons The Clients branch is removed from the Tree View and all of the menu and toolbar items that allow you to ma
78. CP IP Px NetBIOS HTP Base Port 25405 Dial in Bridge Advanced Web Extensions EaP Security E a Remote Control Terminal Services Settings Run Client in Console session V Run Client in remote sessions Client Name i Ba Client Interface Profile Options EE Note Terminal Server and other thin clients may not be configured to use the NetSupport Gateway Terminal Services Settings Run Client in Console Session Unchecking this option will stop the Client from running in a Console session Run Client in remote sessions Unchecking this option will stop the Client from running in remote sessions Base Port Enter the required base Port number the default value is 25405 235 NetSupport Manager v11 Client Name Enter the required name for the Client if left blank a unique ID will be displayed defaults to CLIENTNAME When entering a Client name you must include at least one environment variable e g computername Note For further information regarding Terminal Server support please visit www netsupportsoftware com support and refer to the Technical Document Setting Up NetSupport to run in a Microsoft Terminal Server Environment TD128 236 NetSupport Manager v11 Configuring the Control In this chapter How to configure the Control Create individual profiles ensuring each Control User can only perform certain tasks at Client PCs
79. Client 240 set up See installing planning shell extension disable explorer shell 268 showing a Client s screen 126 broadcast show 122 configure options at Client 224 enable broadcast show 242 replay files 122 138 the Control screen 122 video support 131 silent installation 31 install configuration options 32 silent mode 228 smartcard logon 209 smartcard support 326 software inventory 307 SOS messages sending 176 starting NetSupport 55 configure startup settings 256 subnet browse IPX networks 76 configuring the control to browse 74 IP subnet browsing 74 understanding IP addresses 315 understanding IPX addresses 316 support for Linux 52 support for Pocket PCs 50 SuSE 52 synchronisation num lock 262 synchronising directories 146 T TCP IP set at Client 189 set at Control 242 terminal server 92 thumbnail view 115 configure settings 268 tickle packets 196 250 timeout user acknowledgement 207 toolbar buttons 61 customise 59 use small icons 56 103 112 transport set for dialin 194 set HTTP 192 247 set IPX 190 244 set NetBIOS 191 246 set TCP IP 189 242 tree view 65 U understanding IP addresses 315 understanding IPX addresses 316 uninstalling 28 unloading a Client 304 url route help requests to web based system 230 user acknowledgement 206 user defined tools 120 user permissions 255 user validation 204 using a Serial link 295 V v
80. Control Window drop down menu or To edit a Named Configuration file choose Tools Configurations from the Control Window drop down menu Select the required file and click Connectivity and Startup Settings 2 Select Connectivity TCP IP In the Browsing area click Settings 3 The Configure TCP IP Client Browsing dialog will appear 74 NetSupport Manager v11 4 Click Add and enter the Broadcast Address of the Network you wish to browse if known Enter IP Browse Address 10 0 2 259 or To enable NetSupport to calculate the Broadcast Address click Advanced and enter a Target IP Address followed by the Subnet mask or enter the required Address Range Enter IP Browse Address Advanced Subnet Target IP address 10 0 2 10 Subnet mask 259 O Address Range O Terminal Services ae Cancel Ji lt lt Advanced 5 Click OK Notes When adding the address of a remote subnet you must ensure that the broadcast address for the local subnet is also present If not the Control will not find any local clients when you perform a browse Some network Routers will suppress broadcast packets from being transmitted across WAN links If this is the case then even if the Control is correctly configured you will not be able to browse the remote subnet 75 NetSupport Manager v11 Configuring the NetSupport Manager Control to Browse Remote I PX Networks Before configuring a NetSupport Control to browse a rem
81. Control connected 213 NetSupport Manager v11 Logoff if user has changed If a Control needs to logon to a Client workstation under a different name to the user for example as an Administrator it prevents the user inheriting the Control users rights should the connection be unexpectedly lost Disconnect Display Text Specify a customised message to be displayed at the Client workstation when a Control disconnects The text can also incorporate a choice of default parameters should you wish the Client to know for example the name of the Control User The available options are loginname Returns the logged on user name of the user at the Control fullname Returns the full name of the logged on user at the Control computername Returns the machine name of the Control userdomain Returns the domain of the logged on user at the Control machine 214 NetSupport Manager v11 Protect Configuration Settings This property sheet allows you to protect the Client Configurations C Program Files NetSupport NetSupport Manager client32 ini Master Profile m a Connectivity Options S a Security Configurator Password B User Validation B Access Privileges B User Acknowledgement NT Options Smat Card Authenticate User and Password with NT B Connect B Disconnect 5 File Transfer ry Replay Files Event Logging E a Remote Control H a Client Interface Profile Options e Teminal Services Configurat
82. Fi wireless LAN capabilities 1 50 Before installing NetSupport Manager for CE ensure that the basic pre requisites for your Pocket PC are in place A relationship between your Control PC and the hand held device should be available and ActiveSync should be running With your Pocket device connected to the Control PC run NetSupport s CE Installer This is a downloadable utility Please visit our downloads area at www netsupportsoftware com The installer will detect the pocket device and install a NetSupport Manager CE Client The usual Client icon will appear in the system tray The CE Client Configurator utility will be installed at the Control PC in Program Files The Pocket PC must be connected to the Control in order to configure the Client options NetSupport Manager v11 4 With the Client installed the Control can connect and open a standard view session For information on currently supported features please visit www netsupportmanager com mobile asp 51 NetSupport Manager v11 Installing a NetSupport Client on Linux Platforms A NetSupport Client can be installed on Linux platforms designed to run on a Windows manager enabling a Control to connect view the screen of the remote user and perform a variety of remote control tasks Note NetSupport currently supports the following Linux Distributions Red Hat Fedora SuSE 1 A downloadable ZIP file containing the installation script and program files
83. Files and enable the appropriate options See Configuring the Client Security Options Replay File Settings for more information 136 NetSupport Manager v11 Watching Recorded Replay Files Replay Files can be watched by Controls with appropriate access levels to the files these in turn can be shown to Clients At a local level the NetSupport Client program also provides a Replay option enabling Clients to launch files At the Control 1 Choose Tools Replay from the Control Window drop down menu or Click the Desktop icon on the Control toolbar and choose Replay 2 Navigate to the Directory where the Replay Files are stored 3 Select the file to replay 4 Click Open The Replay Window will appear Use the Replay Controls to Start Stop the file At the Client 1 Right click on the NetSupport Client icon in the system tray and choose Replay or Double click on the Client Icon and choose Commands Replay from the drop down menu 2 Navigate to the Directory where the Replay Files are stored 3 Select the file to replay 4 Click Open The Replay Window will appear Use the Replay Controls to Start Stop the file 137 NetSupport Manager v11 Showing Replay Files to Clients Replay Files can be watched by individual Controls and Clients The Control also has the option of showing a specific file to multiple Clients 1 Choose Tools Show Replay from the Control Window drop down menu
84. Logged on The application will now be launched at all selected Clients and the result of the operation displayed in the Results Box To Execute an application on a Group of Clients 1 Open the All Computers folder in the Tree View 2 Right click on the required Group and choose Execute at Client Or Choose Group Execute at Client from the Control Window drop down menu Or Click the Actions icon on the Control toolbar and choose Execute 3 The Execute Application dialog will appear 4 Enter the full path of the application you want to run Or Click Local Browse and select an executable application on the Control workstation Note Check that Client applications are stored in the same location as the Control to ensure successful execution 5 Check the box Add to List to save it for future use in the Saved List Tab 6 Confirm the description and path 7 Click Execute The application will now be launched at all selected Clients in the Group and the result of the operation displayed in the Results Box 118 NetSupport Manager v11 To Save the details of your executed application for future use Or 00 OVO SO Nee Open the Execute dialog box Select the Execute Tab Enter the name and path of the executable application Click Add to List button The Add Edit Program details dialog will appear Confirm the description and path of the executable application Click OK Select the Saved List
85. Logged on User for Network Drives User Acknowledgement Smart Card B Connect B Disconnect ray Protect Configuration Replay Files Event Logging E P Remote Control H Client Interface e Profile Options Teminal Services Access Rights to Files and Directories Any access rights set in the Master profile apply to all profiles unless overridden Disable File Transfer Disables File Transfer to and from the Client in all circumstances Disable File Transfer when no NT user is Logged on Disables File Transfer only if it is an NT workstation and no user is logged on This means that the Control user could log on as themselves if they have a valid User ID and password for this workstation Impersonate Logged on NT User when Transferring Files When using NetSupport file transfer the Control User will have the same file access as the Logged on user Access Rights to Directories and Files This is used to explicitly allow or deny access to individual Drives Directories and Files Note that it only applies to File Transfer within NetSupport Manager It is hierarchical in nature so you could for example disable access to Drive C in general but explicitly grant access to sub directories Note Any Access Rights set in the master profile applies to all profiles unless overridden 217 NetSupport Manager v11 Replay File Settings The Replay Files feature enables the Contr
86. NetSupport Manager v11 Manual COPYRIGHT C 2010 NetSupport Ltd All rights reserved The Information in this document is subject to change without notice NetSupport Ltd reserves the right to revise this document and to make changes from time to time in the content hereof without obligation to notify any person or persons of such revisions or changes The software described in this document is supplied under a licence agreement and is protected by international copyright laws You may copy it only for the purpose of backup and use it only as described in the Licence agreement Any implied warranties including any warranties of merchantability or fitness for a particular purpose are limited to the terms of the express warranties set out in the licence agreement Program COPYRIGHT C 1991 2010 NetSupport Ltd All rights reserved Trademarks NetSupport is a registered trademark of NetSupport Ltd Windows Windows 95 98 2000 2003 2008 Millennium ME XP Windows NT Windows CE Windows Vista and Windows 7 are trademarks of Microsoft Corporation IBM is a registered trademark of International Business Machines Corporation NetWare is a registered trademark of Novell Inc Other products trademarks or registered trademarks are the property of their respective owners NetSupport Manager v11 Software Licence Agreement Please read this agreement before installing or using your copy of NetSupport Software This is a legal agr
87. OS screens This will be either from DOS Clients or Windows Clients running Full Screen DOS boxes Windows uses a graphic character set for displaying DOS Screens The higher the resolution that you are running Windows in the larger the font size you will need to set to get an accurate representation of a DOS Screen Change J apanese Font Use this dialog to select the font to use when displaying J apanese DOS screens Update Configuration Standard Check this box to update the currently selected Configuration 262 NetSupport Manager v11 Keyboard Mouse Settings Settings for Configuration Standard General Keyboard Layout 4 Connectivity Unmapped Keyboard e Securty Remote Control e emote Control H otkeys Vi j mial Oat Left Shift cae oe Print Capture S Audio Autoscroll speed Scroll Delay Mouse Delay Control Interface e y J J File Transfer D vPro a File Locations o NetSupport Protect Off Fastest Min Max Min Disable Num lock synchronisation Keyboard Layout Select from the list provided a keyboard layout to be used at the Control during viewing These layouts map keys on the Control to keys on the Client workstation If both Client and Control are using the same keyboard layout you should select Unmapped Keyboard from the list Hotkeys When you are Viewing a Client in Full Screen Mode hot keys provide a way of returning to the possibly hidden user interfac
88. PDF Info 7 0 Adobe Acrobat SpeedLeuncher W Adobe Bridge adobe Designer E Adobe Gamma Loader Adobe GoLive cs2 Q Adobe Help Center adobe Illustrator Adobe Systems Incorporated Microsoft Corporation Adobe Systems Incorporated Adobe Systems Incorporated Adobe Systems Incorporated Adobe Systems Adobe Systems Incorporated Adobe Systems Adobe Systems Incorporated Adobe Systems Incorporated Adobe Systems Inc Distillr Outlook Express Acrobat Acrobat Reader Adobe Bridge Designer 7 0 Calibration Adobe GoLive CS2 Adobe Help Center Windovs 7 0 0 2004121400 6 00 2800 1933 7 0 0 2004121400 7 0 0 2004121400 7 0 0 0 1 0 7 0 041126 0 161742 1 0 0 1 8 0 0 1 0 0 793 cs2 acrodist exe WAB EXE Acrobat exe AcrobatInfo exe reader_sl exe Bridge exe FormDesigner exe Adobe Gamma Loader exe GoLive exe ahc exe Illustrator exe e Hot Fixes Tab NetSupport scans for and checks the status of any hot fixes that have been installed on the selected Client workstation The hot fix ID is listed along with its status The hot fix ID links to the appropriate Microsoft support page where details of the fix can be found Hot fixes for INVH142 Last Updated 22 Mar 2010 15 46 48 Hot Fixes Click for more information kes70669 DateAccess W ke914388 Windovs 2000 SPS W kB9223980 Windovs 2000 SP5 W 8950749 Windovs 2000 SP5 2960803 Wind
89. Player utilises the Audio Support software and hardware installed on your operating system please adjust these to suit your needs 6 Click on the Play button on the Video Player toolbar Or Choose Play Play from the Video Player drop down menus To Pause or Stop a Video file and return to the beginning while it is playing 1 Click on the Pause or Stop button on the toolbar Or Choose Play Stop or Pause from the Video Player drop down menus Note The Pause command blanks any Clients video screens you may be Showing the Video file to To return to the beginning of the video file 1 Click on the Start button on the toolbar to return to the beginning of the Video file Or Choose Play Start from the Video Player drop down menus To fast forward to the end of the video file 1 Click on the End button on the toolbar to fast forward to the end of the Video file Or Choose Play End from the Video Player drop down menus 132 NetSupport Manager v11 Video Player Control Panel The Video Player Control Panel operates in a similar manner to standard audio and visual aids Although the commands on the toolbar perform the same actions as would be expected please find a detailed explanation below NetSupport Video Player Fie view Play Help a HM em Open 00 00 2 00 00 E File Menu The File drop down menu contains the following options Open Allows you to select and load the approp
90. Support Show Application Select which Application you would like to Show Application Mozila Firefox Drag the icon to the Application you want to Show or click Select Whole Desktop Select the recipients of the Show Client jane These Clients Name vl invins42 vB jane Removing the check mark next to a Client excludes it from the Show Show Options S C Set Show Mode at Client C Enable Audio C Show Hotkeys Screen Scrape ai C Send Physical Fonts C Create Replay file at Client 3 Drag the icon to the required application on the Controls desktop and release A pink border will appear around the selected application as you move the mouse around the desktop or Click Select and choose the application from the displayed list Note NetSupport will identify if the Control is running multiple monitors giving you the option to confirm which one the selected application is sited on If you are unsure which is the correct screen click Identify If only one monitor is detected select Whole Desktop 4 Choose the Clients to include in the Show Set additional Show Options if required 6 Click Show ui 127 NetSupport Manager v11 Audio Support NetSupport allows you to use audible communications to connected Clients via microphones headphones and speakers the Control can also listen to microphone output and background sounds
91. System it is running on The vPro Tab displays the following information e The vPro version 287 NetSupport Manager v11 Creating a New Group NetSupport allows you to organise Clients into Groups for easier access and management For example you might group all the Clients in the Accounts department in to a single group called Accounts You can also create Sub Groups which are attached to a group this maybe useful if the Accounts department has different offices you can then have a sub group for the London Office and one for the Cambridge Office Note Clients are also grouped by pre defined criteria platform and Client version in the Auto Group folder in the Tree view These groups are fixed and are unable to be changed To Create a Group 1 Make sure that the required Clients have previously been connected as this will store them in the All Computers folder and make them available for grouping 2 From the Control Window drop down menu choose Group New or Click the New icon on the Control toolbar and choose Group 3 This will display the Create New Group Wizard that will guide you through the process of adding or removing Clients in your new Group To Create a Sub Group 1 Make sure that the required Clients have previously been connected as this will store them in the All Computers folder and make them available for grouping 2 Select the Group that you wish to attach the sub group to 3 From the Co
92. TINGTESTPC Viewing ee T Bactsoace c eronat t Winds 3 Caie Frotien Welcome s T Admin to the Helpdesk Incidents Summary for Admin Mgh Priority Incidents The View Window is divided into the following sections The Title Bar This displays the name of the Client that is displayed in the Client Screen Area The Menu Bar The menu bar contains a series of drop down menus that can be used to access the various tools and configuration utilities The Toolbar The Toolbar contains shortcuts to many of the most frequently used tasks and tools Double clicking on an individual item takes you straight to that task or function eliminating the need to work through the drop down menus Positioning the cursor over an icon will display a brief description of its function 103 NetSupport Manager v11 Items can be added or removed by right clicking on the toolbar and selecting customise Customize Toolbar The Client Screen Area This is used for displaying the screen of the Client 104 NetSupport Manager v11 Viewing Clients Having connected to a Client you can now remotely control it This is called Viewing The Client s Screen will be displayed in a Window on the Control workstation NetSupport will allow you to View multiple Client screens each in its own Window simultaneously Note While viewing a Client you can drag and drop files from the Control Windows Expl
93. To reset the filter to files in the List View 1 Click in the Filter text box above the pane whose List view you wish to reset 2 Replace the contents of the Filter text box with this is the default filter and means no filter will be applied to the files in the current List view 3 Press the Enter key to apply the filter 147 NetSupport Manager v11 Changing the View format in the File Transfer Window The contents of the List views of the Control pane and Client pane can be displayed in different formats You can also sort the contents of the List views in order to make them easier to navigate There are two types of view in which you can display the contents of the List view in a File Transfer Window Icon view Displays only the file and directory names Details view Displays the file and directory names along with related details which are displayed in adjacent columns To change to Icon view 1 Click the Icon view button on the far right of the File Transfer window Or Right click in the list view and select View List To change to Details View 1 Click the Detail button on the far right of the File Transfer Window Or Right click in the list view and select View Details Note You can also change the view type from the File Transfer window drop down menu choose View Details List 148 NetSupport Manager v11 Changing the sort orders in a File Transfer Window Typically the conte
94. Toolbar Or Press PAUSE ALT keys and select Watch Share or Control from the View Window Client drop down menu Maximising the View Area Viewing a Client in Full Screen Mode maximises the View Window What you see is exactly what would be seen on the workstation you are Viewing To maximise the View area 1 Choose View Full Screen from the Client View Window drop down menu Or Click on the Full Screen icon in the Clients View Window toolbar 2 The Full Screen dialog will appear By default NetSupport will provide you with a floating toolbar while in Full Screen Mode 106 NetSupport Manager v11 Viewing multiple Client screens simultaneously NetSupport enables you to View multiple Clients screens simultaneously each in its own Window You can even scale their individual View Windows to fit on the Control s screen To View multiple Client screens 1 View each Client you want to include 2 From the Control Window drop down menu or any Client View drop down menu choose Window Tile and then select which NetSupport Windows you want to display Your chosen Windows will be tiled on the Control s screen If you want to see the entire Client s screen then choose the Scale to Fit option in the toolbar of each Client s View Window Note Scale to Fit is set by default To View the screen in normal resolution turn off Scale to Fit Blanking the Clients screen while Viewing For security reasons
95. Watch Prevents a Control from Viewing the Client at all File transfer scripting and other functions are still available 325 NetSupport Manager v11 Disable Share Allows a Control to View a Client in Watch only mode Disable Control Prevents a Control from being able to lock out the Client s keyboard and mouse Disable Chat Prevents the Control from initiating a Chat session with the Client However Clients can still open a Chat session with the Control via the Client Menu Disable Messages Ignores messages sent by Connected Controls Disable Inventory Prevents the Control from performing a Hardware Software Inventory of the Client Disable Reboot Disables the ability of the Control User to Re Boot the Client workstation via the menu option in the Control Interface You can still reboot while remote controlling Disable Shutdown Prevents the User at the Control from being able to shut down the Client program from a script 326 NetSupport Manager v11 Smartcard Support NetSupport Manager allows the Control to logon to Client machines that use Smartcard authentication Smartcard support is automatic no additional installation is required Support is dynamically loaded at the Client when a Control connection is made When loaded an additional hardware device will be available called NSL Pseudo SmartCard Reader When the Control opens a View Window to the connected Client they will need to insert their own Sm
96. a Custom Setup you will be able to select the required components individually to suit the requirements of each workstation ie NetSupport Manager InstallShield Wizard Custom Setup Select the program features you want installed X M Client C School Student Configurator Control C School Tutor C Gateway V Remote Deployment Utility M Scripting Install to Install Desktop Icons Control Install Start Menu Icons Client Configurator Control Remote Deployment Utility Scripting C Program Files NetSupport NetSupport Manager Client School Student Configurator Control School Tutor Install this component on workstations you want to remote control Installs the Student component of NetSupport s training tool NetSupport School Client settings and security are established using the Client Configurator Basic settings can be entered at the end of the installation process but to set more advanced options install the Configurator component Install this component on workstations that will be taking control of Client workstations It is recommended that the Client component is also installed in order to use the full range of NetSupport functions for example Show Installs the Tutor component of NetSupport s training tool NetSupport School 25 NetSupport Manager v11 Gateway Remote Deployment Utilities Supported on XP NT 2000 Scripting Install Desktop Icons
97. a user of this Configuration to Act as an Administrator When this box is checked there are no restrictions applied to the user of this configuration This should be enabled for at least one account to allow you to alter other configurations Change Settings This box is only available when the configuration is not running as an Administrator Check this box to prevent the user running this configuration from changing any settings from within the user interface Configure User I nterface This check box is only available when the configuration is not running as an Administrator and Change Settings is checked Check this box to prevent the user of the configuration from altering any settings that affect the User Interface 256 NetSupport Manager v11 Startup Settings This section configures the options that affect NetSupport Manager at startup You can connect to a Client Group or Remote Network or even perform a Browse This enables you to perform a repetitive task that you would normally do every time you start the Control Settings for Configuration Standard e General At Startup H a Connectivity HP Security eP C Connect to Client C Connect to Group Dial Remote Network C Browse for Clients starting with Disconnect These options are only available on non Administrator Configurations At Startup Dial Remote Network Check this box if you want to dial a Remote Network when the Cont
98. able the feature in the Control Configuration Select Tools Configurations Settings from the Control Window drop down menu From the list of Configurator options choose Control Interface Functions and check the Disable Chat option To Prevent the Client from Initiating a Chat Session 1 uw At the required Client workstation s choose NetSupport Configurator from the NetSupport Program Group The NetSupport Client Configurator will appear Choose the Advanced Configurator option and select the profile to amend From the list of Configuration options select Client Interface Client Settings Check the Disable Chat option Click OK Save the Profile and Restart the Client The Chat option will be unavailable at the Client 160 NetSupport Manager v11 Sending Messages to Clients With NetSupport you can send a message to an individual Client a Group of Clients or all Clients on the Network To send a message 1 Choose Client Message from the Control Window drop down menu or Click the Actions icon on the Control toolbar and choose Message or Right click and choose Message 2 The Message dialog will appear Choose whether to send the message to all Available Clients All Connected Clients or only the Currently Selected Client Enter the message and decide whether to show the message at Client PCs for a specified time 3 Click Send Send Message Send a message to O Al available Clients Broadca
99. able Smartcard Authentication If this option is selected then the Control will be required to enter a USERID and password as well as the Smartcard and pin to connect to the Client Active Directory Options If in use you can configure the Client to validate a user connection against members of the groups defined within Active Directory A connecting Control will be prompted for their USERID and Password which will be validated against the Active Directory Restrict Access to Members of the following Groups As an additional level of security you can restrict access to members of specified groups Always Prompt for Username and Password If checked the Control will be prompted for a username and password each time it attempts to connect to the Client 206 NetSupport Manager v11 User Acknowledgement Options These security options when enabled display a prompt at the Client machine advising that a Control User is attempting a remote connection The Client must acknowledge the message before a remote control session can be instigated C Program Files NetSupport NetSupport Manager client32 ini Master Profile m Connectivity User Acknowledgement GB Security C User Acknowledgement Required amp User Validation B Access Privileges es C Acknowledge Connection Attempts from other Controls B Smart Card Connect Disconnect 8 Protect Configuration Fie Transfer Replay Files B Event Logging e Remote Contr
100. age e Have the Client selected in the List view e Display an independent help request message on the Controls screen e Play a sound when a help request message arrives Settings for Configuration Standard General When a Help Request arrives e Connectivity V Highlight the Client in the Help Request list e Security Display a message 4 Remote Control Play a sound Control interface B Settings Functions Help Requests Control Status for incoming Client Connections Fie Transfer Available to take Help Requests vPro CO Not available for Help Requests File Locations Busy at the moment NetSupport Protect Set status to Busy when connected to A Control can also choose to be in one of three states of availability to receive Clients help requests 162 NetSupport Manager v11 To adjust a Controls Help Request availability 1 Choose View Settings for Current Configuration Control Interface Help Requests Control Status section 2 A Control can choose from the following three settings e Available to take all Help Requests e Unavailable to take any Help Requests e Busy at the moment ensure that you specify the number of Clients you wish to be connected to for this status to take effect When Browsing for Clients Controls have the option to browse only for Clients who have requested help 163 NetSupport Manager v11
101. ake sure a File Transfer Window or the Control Window is active 2 Choose Window Tile File Transfer Windows from the Control Window drop down menus 3 All open File Transfer Windows will be arranged so that they proportionality fill the Control workstation screen 146 NetSupport Manager v11 Notes When working with multiple File Transfer Windows refer to the File Transfer Window s title bar to check which Client is being viewed in a particular File Transfer Window You can use the Tile Windows function to similarly arrange all open View and Control Windows Applying a filter to files in List View You can specify a filter to the contents of a Control or Client s List view so that only file names which met a certain criteria will be displayed To do this use the Filter text boxes located above both panes List views Any filter settings applied to the Control Panel will not affect the display of the Client pane and vice versa Filter settings will remain applied to a Control or Client pane until you reset them or close the File Transfer Window To apply a filter to files in the List View 1 Click in the Filter text box above the pane whose List view you wish to filter 2 Replace the default filter with your own for example if you wanted to view all file names beginning with the letter MKT then you would type MKT in the Filter text box 3 Press the Enter key to apply the filter
102. also be available here 2 The software is provided as a standard Mac OS X Drive image To mount the drive image copy to the Hard drive and double click The mounted drive image will be available on the desktop 3 To run the installer package open the mounted drive double click the installer package and follow the on screen instructions 4 At the NetSupport Control connect to the Client in the usual manner For information on currently supported features please visit www netsupportmanager com mac asp 53 NetSupport Manager v11 Using the Control In this chapter You will discover how to use the wealth of features available to a Control User From how to initiate a remote control session to how you then monitor and manage activity at the end users desktop 54 NetSupport Manager v11 Starting the NetSupport Control To start the NetSupport Manager Control program 1 Double click on the NetSupport Control icon in your NetSupport Program Group Or Choose Start Programs NetSupport NetSupport Control from your operating system As NetSupport Manager initialises you will see a window in the middle of your screen with the NetSupport logo and version information This only appears for a few seconds while NetSupport loads after which the Control Window will be displayed Note By default the Control is configured to support the TCP IP protocol however it can support multiple protocols simultaneously
103. and Distribution Transfer and manipulate files between workstations using advanced Drag and Drop technology Includes support for Long File names Remote File Edit Delta File Transfer and more Copy from a workstation to many workstations distribute Software or Synchronise Directories To ensure security while transferring files use encryption on all data being transferred 13 NetSupport Manager v11 View View more than one Clients screen at the same time or sit back and watch each connected screen in Scan Mode The ability to record the activity on a Client workstation while it is remotely controlled capture a Client s print output and cut and paste between workstation applications comes as standard Scan Automatically cycle through each Client s workstation in turn or scan multiple Clients simultaneously displaying its screen on the Control workstation This enables the Control to keep a discrete watch over what the Clients are running on their workstations Particularly important with modern Internet access The Control does not even need to be in the same room Monitor Mode The Monitor Mode feature allows a Control to display a Thumbnail view of all connected Client workstations simultaneously Thumbnail size can be adjusted on the fly as can the update interval In addition the Control users can mouse over a specific thumbnail for an expanded view of the selected PC Show Display the Control s screen on
104. anes 172 The Client Main Window ceeeee eee eee eee enna 173 Connecting to a Control cece eee eee eee 174 Disconnecting from a Control c cece ee eee eee eee e eee eee ees 175 Raising a Help Request cece eee eect eee eee t nett ee tenes 176 Chatting to a Control workstation cccceeeeeee teens eee eee eae 176 Receiving Messages from a Control workstation cccceeeeeeees 177 NetSupport Manager v11 Resetting the Client Video Driver on Windows 95 NT4 177 Configuring the Client sccceeeeeeeeeeeeeeeeeeeeeeeeeeeeeeneeees 179 Configuring the Client c cee cece ee cere eee e ee eee teeta eee ea 180 Editing or creating Configuration FilesS cccceeeeeee reer 182 Basic Client Configuration 0 ceceeeee cette eee eee neta 185 Advanced Client Configuration cccceeeeeeeee eee ee eee e eae eerren 186 Connectivity Options cece eee erect eee eee ee eee ne eens 188 Set TCP IP Connection c cece cece e reece eee eter eee eaed 189 Set PX CONNECtION inii eee ie dyed be cae a ve Se eet 190 Set NetBIOS CONNECtION cece eee eterna 191 Set HTTP CONNECTION sroine e EE a Eata e aaia 193 Dial in Bridge SettingS sssssssrssserssrersrrersrrerirrererrerrerererrere 195 Advanced Setting sssssssessessrrrrsrrrrerrererrerersererserersrrnrrrrare 197 Security Options 2 8 a n En a ee ON eines 19
105. ape mode in order to take a snapshot of the screen Although this will have a greater impact on the network it will at least provide an accurate representation of the Client s screen Scrollbars You can turn off scrollbars on the View Windows by un checking this option This is useful when using Auto Scroll as you gain a little extra workspace Use Compression Check this box to enable compression when viewing a Client s screen The state of this checkbox is also reflected in the General Settings Wallpaper Check this box if you want the Client s wallpaper to be visible when viewing Normally this is turned off to improve performance so expect the screen update speed to be impacted by selecting this option 260 NetSupport Manager v11 Blank Client Screen This enables the Control operator to blank the Client screen in any of the View modes Note If another Control with the Blank Client Screen setting checked attempts to connect to a Client being controlled in Blank Client Screen mode the original Control will be disconnected This is to prevent less privileged users from surfing in on the back of a more privileged user Video Skipping NetSupport Controls can now be configured for Viewing performance The Control program will not display Client screen updates if a subsequent update to the area of the screen is made Un ticking the box will result in all Client screen updates being displayed at the C
106. ard Print Capture B Audio H P Control Interface Default Mode Share Fie Transfer Cache Size 4MB vPro Pa File Locations NetSupport Protect Max Colour Depth Unlimited Change DOS Fort Change Japanese Font Options BI OS Keyboard Checking this option causes the Control to emulate keystrokes on the Client at the BIOS level rather than the Hardware level Use this if an application at the Client does not appear to be correctly accepting keystrokes from the Control Only use this option if you are experiencing problems with the default low level keyboard option 259 NetSupport Manager v11 Confirm Switch to Full Screen When this box is checked you will be prompted to confirm switching to Full Screen Mode Full Screen Checking this options will force the Control to view a Client in Full Screen Mode rather than in a windowed mode Scale to Fit Check this option if you want the contents of the View Window to be automatically shrunk to fit the sizeable frame Disconnect when Closed Check this option to disconnect from a Client when a View Window is closed Screen Scrape NetSupport s favoured and the most efficient method for capturing screen data is to hook into the Video Driver of the workstation being viewed However there may be occasions when this method will not work because certain applications bypass the driver In these circumstances you can enable screen scr
107. ardware acceleration level for the Clients 227 NetSupport Manager v11 Never Leaves the acceleration level at full While Connected The acceleration level will be moved to basic while connected Always The acceleration level will be moved to basic 228 NetSupport Manager v11 Client I nterface Options These property sheets are used for customising the interface between the Client and the Control Client Settings C Program Files NetSupport NetSupport Manager client32 ini Master Profile m Connectivity Disable Client Menu Items H Security Disable Request Help E Remote Control Disable Call Control S Client interface Disable Disconnect Disable Chat jent Setti ie thay amp Help Requests Customizable Text Client Program Options aP Profile Options v Icon in System Tray Terminal Services L Always on Top Hide When Idle _ Quiet Mode client not visible on Taskbar Silent Mode no refresh V Use intemal speaker for Beep Beep while being Viewed every n seconds Disable Client Menu items Disable Request help Prevents the Client User from being able to use the request Help Function Disable Call Control Disables the Call Control facility on the Client Drop Down Menu Disable Disconnect Prevents the Client user from being able to force the Control User to disconnect Disable Chat Prevents the Client from initiating a Chat session wit
108. art Description Cancel Help 5 Enter the properties for the deployment by selecting the four tabs in turn General Tab Provides a description of the package being uninstalled Acknowledgement Tab Consider whether the workstations will be in use when commencing the deploy You can choose to e Uninstall NetSupport Immediately No prompt will be received at the workstations being deployed to 45 46 NetSupport Manager v11 e Warn user before uninstalling NetSupport The user will receive a prompt and needs to click OK for the uninstall to commence Users cannot cancel this e User can postpone uninstall of NetSupport You can specify the number of times a user can postpone the uninstall If the user does choose to postpone they will be prompted the next time they restart the workstation Message Tab You can specify a custom message to be displayed at each workstation while the uninstall is in progress Restart Tab To completely remove all NetSupport files the workstations must be restarted e Insist user restarts machine A message will be displayed at workstations advising the user to restart the PC to complete the process e Force restart At the end of the deployment a message is displayed advising users that the workstation will be restarted A time bar is displayed indicating how many seconds it is before the restart commences e Automatic restart if not logged in If the workstation being deployed to is not
109. artcard into the reader attached at the Control and enter the Clients PIN to logon to the remote users machine If multiple Client View Windows are open at the Control smartcard insertion and removal events are sent to the Client currently in focus Notes e Smartcard authentication for remote control sessions is only available if the Client is running Windows XP or later the smartcard authentication option is enabled at the Client and the Client was able to successfully create the psudeo Smartcard device e In an active directory environment it is possible to enable smartcard support using the NetSupport ADM Template Enabling Smartcard logon 1 Open the NetSupport Manager Program folder by choosing Start Programs NetSupport NetSupport Configurator 2 Choose the Advanced Configurator option and select the profile to amend 3 From the list of Configuration options select Security Smartcard Check the Enable Smartcard option 5 Click OK S 327 NetSupport Manager v11 Contacting NetSupport If you have any comments regarding the design installation configuration or operation of this package please contact us UK amp International www netsupportsoftware com Technical Support support netsupportsoftware com Sales UK amp Eire sales netsupportsoftware co uk Sales International sales netsupportsoftware com North America www netsupport inc com Technical Support support netsupport inc com Sal
110. ate a Script 1 Choose File New from the Scripting drop down menu bar 2 A new Text Window in which you will create your Script will appear 3 Double click on the Functions folder and then again on Clients sub folder A list of functions relating to the Client will be displayed 4 Select a function and holding down your mouse drag and drop it into the Script dialog Window 5 A dialog box will appear prompting you for the variables you need to enter 6 Select a transport for the Script to run on by selecting the SetTransport function drag and drop it into the Script dialog Window A dialog box will appear prompting you to set a transport Select which transports you wish to use and click OK The correct syntax will automatically be inserted in the Script 9 Select the Connect function drag and drop it into the Script dialog Window 10 Enter the Client s workstation to connect to and run your Script over 11 Continue in this manner until you have completed your Script ers 302 NetSupport Manager v11 Notes e To access help on any function select it right click and choose Display Help On e It is advisable to regularly check the syntax of your Script choose Run Check Syntax from the drop down menus The Script will then be checked and the results displayed in the output frame at the bottom of the screen Scheduling and Running a Script You schedule a Script to run using the NetSu
111. ation you will destroy or return to NetSupport Ltd the original and all copies of the software and will confirm in writing to NetSupport Ltd that this has been done SUPPORT If you have a problem with the installation of the software you should in the first instance contact your supplier You can separately purchase support and maintenance which will also cover the supply of enhancements and upgrades GOVERNING LAW This agreement shall be governed by the laws of England NetSupport Manager v11 Contents Welcome to NetSupport cece cece eee eee eter tetera aetna 9 About this Manual stics isa Stine decries a i a eens 9 CONVENTIONS USED 0 0 cee ece cece eee ete a reer eee teen eee E ARAR a 10 Terminology USC 2 cece cee eee eee eee aia ee eee nee ene neta 10 About NetSupport ccccseeeesceeeeeeeeeeeeeeeeeueeeeuseeeueeeeuseeans 11 What is NetSupport Manager ccceeeee eee ee ee ee eee teeter tena eaeaes 12 Features Sraa aa aectecdlsturls tra E A E E E atterordadish EA aA 13 Applications 4 conc e E aoe lan Sa ais 17 Installaatio e aaen anan raaraa in AnA n EPEa LEE AREP ETEA 18 Planning an Installation sssssssssrsssrserressrnnrrrrnrrrrrrrrnrrnnerrr nerin 19 System Pre RequiSites sissssrerserrsrersrrererrersrrnrerrnrrrrarerrereerere 20 Starting the Installation cece eee eed 21 Uninstalling NetSupport 0 cece eee erect e eee eee teeeeeee eas 28 EV alUACION Kitsa n e
112. cally connect to one or more Clients when run Disconnect The following options are only available on non Administrative configurations Exit Program on Disconnect Check this box to force the Control to shutdown when you disconnect from a client This option is very useful when used in conjunction with the option above and connecting to a Client at startup Exit Program after Hanging up the phone Check this box to force the Control to shutdown once a dial up session has been completed This is most useful when used with dialling a Remote Network at startup 258 NetSupport Manager v11 Remote Control Settings The following property sheets enable you to configure the behaviour of the remote control options when viewing Client workstations View Keyboard Mouse Print Capture Audio View Settings This property sheet provides configuration options for Viewing Client workstations If editing the Client Settings all changes you make will only apply while you are connected to that Client If you wish to make your changes the Control default check the Update Configuration box Settings for Configuration Standard e General Options a Connectivity BIOS Keyboard Scrollbars m a Security Z Confim Switch to Full Screen Z Use Compression S a Remote Control Full Screen C Wallpaper B C Scale to Fit Blank Client Screen Disconnect when Closed C Video Skipping Keyboard Mouse C Screen Scrape M Auto Clipbo
113. can also be introduced during the Chat session enabling a range of screen annotation tools to be used To hold a Chat session 1 Select the Clients or Group of Clients you want to Chat to in the List view If you do not select a Client icon all connected Clients will be included Choose Client Chat from the Control Window drop down menu Or Click the Actions icon on the Control toolbar and choose Chat Or Right click on an individual Client and choose Chat The Create Discussion Dialog will appear Create Discussion Topic Members i Name Description vE invHia2 v l jane w B MARKETINGTESTPC Options C Members can decline to join C Members cant leave the chat C Chat Window is always visible The Dialog has the following options Topic If required enter a title or description for the subject to be discussed in the Chat session This will appear in the Title Bar of the Chat Window that is displayed at the Client machines If left blank the Control Name will appear 156 NetSupport Manager v11 Members To exclude Clients from the Chat session remove the check mark next to the Client name Options Members can decline to join If checked a message will appear at the Clients machine inviting them to join the Chat session They can choose to Join or Decline Members can t leave the chat If checked the option for Clients to Leave the Chat session will be removed Cha
114. can also choose to include the application icon appropriate to each file by checking the Print Images box Click OK to print 145 NetSupport Manager v11 Synchronising Directories You can synchronise the contents of selected directories on the Control and Client When you synchronise two directories any new or updated files in either directory will be automatically copied to the other directory To synchronise Directories 1 Select the Control Directory from the Control Tree View to be synchronised with the Client 2 Select the Client Directory from the Client Tree View to be synchronised with the Control Click on the toolbar Synchronise button The Synchronise Directories dialog will be displayed Check the displayed paths of the two selected Directories Choose to include the subdirectories by selecting the Include Subdirectories check box 7 Choose OK 8 A confirmation dialog will be displayed click Yes 9 The Directory Synchronisation Progress dialog will be displayed 10 When completed the result will be displayed in the Directory Synchronisation Results dialog box 11 Read click OK OY OR ee Arranging multiple File Transfer Windows Just as you can View to more than one Client at a time you can have more than one File Transfer Windows open at a time These File Transfer Windows can be easily arranged using the commands in the Window Tile submenu To arrange multiple File Transfer Windows 1 M
115. cation Settings This property sheet provides configuration options for Client Group Remote Networks Tools and Scripting File Locations This facility allows a Control user to have unique Control files enabling a Control user to access their Control files from any Control workstation If you are editing the Client Settings all changes you make will only apply while you are connected to that Client If you want your changes to become the Control default check the Update Configuration box Settings for Configuration Standard General Client File Connectivity H a Security t P Remote Control 4 Control interface File Transfer P vPro Remote Networks File e File Locations remote nsm NetSupport Protect client nsm Group File group nsm Tools File tools nsm Script File scripts nsm Use shared data files Client File Use Browse to specify an alternative location for all Control s Client details To make files Read Only check the Client List Read Only check box in the Control Configuration User Interface settings Group File Use Browse to specify an alternative location for all profiled Control s Group details To make files Read Only check the Group List Read Only check box in the Control Configuration User Interface settings 280 NetSupport Manager v11 Remote Networks File Use Browse to specify an alternative location for all profiled Control s Remot
116. cify where the printed output will be redirected to on the Control This can be either a local or network printer or a file 265 NetSupport Manager v11 Capture to Printer Select this radio button to redirect the Client printing to a local or network printer The name of the default printer that is currently set up is displayed Change Press this button to display a window containing all of the printers configured on your local workstation Capture to File By selecting this button you can redirect the Client printing to a file that can be printed later This file can be on a local or network path Browse A file browse window will appear when you press this button allowing you to find a location for the capture file Use Client Printer Driver NT Clients try to use the correct driver for the Control s default printer by changing the default printer on the Client workstation although not all applications notice this For this to work you need to install the appropriate printer driver on the Client and assign it to LPT1 LPT2 or LPT3 On Windows 95 and Windows NT the user can change the printer name in Control Panel Printers or Settings Printers To handle this situation and because printer and driver names vary between Windows 95 and NT you can specify a list of printer names and Drivers in this field For example HP Deskjet 520 DESKJ ETC HP DeskJet Where HP DeskJet 520is a printer name that the Clien
117. ck on the Gateway name in the Tree View and select Open This will automatically Browse for all available Clients 2 Found Clients will appear in the List view and you can now connect and remote control them in the usual way 88 NetSupport Manager v11 Note You can ask for a combined Network and Gateway Browse by selecting Browse from the Control Window Toolbar and checking the Include Gateway Clients box All found Clients will appear in the Browse folder in the Tree View the Gateway Clients will not be added to the Internet Gateway folder Pass all data between connected Controls and Clients Although data is transferred between the connected Control and Client via the Gateway this will appear seamless and performance will not be affected 89 NetSupport Manager v11 Connecting through Firewalls and Proxy Servers It is possible to have NetSupport Clients Controls running on the inside of a Firewall Proxy Server and still be available for connection to workstations on the outside without compromising the security of the network Likewise you are able to connect to Control and Client workstations running outside Firewalls Proxy Servers Note While this section provides general guidance NetSupport s Gateway feature is specifically designed to provide seamless Remote Control between PCs that may both be located behind different Firewalls The Gateway provides a stable and secure method for connecting Clients and Con
118. copying files and directories 141 creating directories 143 deleting file and directories 143 delta file transfer 141 print file list 145 synchronising directories 146 File Transfer Window 139 applying a filter in List View 147 arranging multiple Windows 146 changing the sort orders 149 changing the view format 148 finding Clients on the network 69 firewalls 77 90 G gateway configuration utility 79 configure Client for HTTP 192 configure Control for HTTP 247 connecting Clients Controls 77 glossary 327 groups 287 adding 288 chat 156 332 creating 287 properties 289 removing 288 H hand held devices 50 hardware inventory 307 help requests configure Control settings 273 configuring settings 230 dealing with 162 sending 176 use web based application 230 hide interface settings 268 hot fixes See inventory hotkeys 262 HTTP connecting Clients Controls 77 set at Client 192 set at Control 247 icons create desktop icons 239 toolbar 61 use small toolbar icons 56 103 112 using command line instructions 317 inactivity timeout set at Client 221 initialising NetSupport 55 install configuration options 32 installing 19 31 evaluation kits 28 existing installation detected 23 gateway 24 on Linux machines 52 on Pocket PCs 50 planning 19 properties for silent install 32 remote deploy 34 select an installation type 24 Server 30 silent unattended 31 uninstalling
119. ctive Group Members Help Requests Int 4 gt All Computers All available computers Available Columns Curent Columns Battery Details Name Client Name User Name Contact Status Help Message Description Last connected Add gt gt Transport Location Address Phone Number Client Version Requested By Client Platform Wireless Details The Tabs shown at the top of the List view relate to each of the Client List windows that are available for the Control Select the desired Tab the left hand window highlights columns that are available for inclusion the right hand window shows those already included Simply select the column name you require and then Add or Remove The Arrows to the far right of the window are used to adjust the order in which each column is displayed the higher up the list represents position from the Left 68 NetSupport Manager v11 Finding Clients Before you can open a View Window for remote control or file work with a Client or Clients you must first connect to them Rather than having to know all the Client names and their network addresses in advance NetSupport Manger provides a Browse facility that enables you to auto discover them When you run a Browse action the Control sends a message on all protocols for which it has been configured asking all Clients to sign in with their name network address and protocol The responses are added to the Browse folder in th
120. d Usernames Usernames are used for setting the valid USERID and Password for Control Users when they connect to the Client The USERID is also used to determine which Client Profile will be applied You can enter multiple USERNAMES each with its own password You do this by clicking on Change and adding the individual UserNames and passwords By entering specific Usernames and Passwords the Client will restrict access to Controls entering a matching Username and Password when connecting Notes e If this is an NT workstation and you have elected to use the NT Security option to validate the Control Users ID and password then you do not need to specify the Username and Password However you may still wish to set this option to provide an additional filter when using NT Security validation to restrict access to particular NT Users and determine which Client profile they will use e Rather than continually prompt the Control User for a username a default ID can be set in the Control Configuration General settings 205 NetSupport Manager v11 NT Options Authenticate User and Password with NT This only applies to NT Clients If this option is set then the UserlD and Password entered at the Control must be a valid NT ID on the Client workstation or its default domain Restrict Access to members of the following groups You can further restrict access by specifying groups Click on Browse to select a group s En
121. d Welcome to the InstallShield Wizard for NetSupport Manager The InstallShield R Wizard will install NetSupport Manager on your computer To continue click Next WARNING This program is protected by copyright law and international treaties 21 NetSupport Manager v11 Click Next to continue NetSupport Licence Agreement The NetSupport License Agreement will be displayed Please read the License Agreement carefully and select accept the terms in the license agreement and click Next to continue If you reject the License Agreement 1 do not accept the terms in the license agreement click Cancel NetSupport Manager will not be installed and you will be directed to Exit from the install program Licence Information Select Register and enter the license details as provided with your NetSupport product If you are evaluating NetSupport select 30 day evaluation and click Next 22 NetSupport Manager v11 Existing Installation Detected This screen will appear if a copy of NetSupport is already installed on the workstation ie NetSupport Manager InstallShield Wizard Program Maintenance Modify repair or remove the program Modify Change which program Features are installed This option displays the Custom Selection dialog in which you can change the way Features are installed Repair installation errors in the program This option fixes missing or corrupt files shortcuts and registry entries
122. d 146 Arranging multiple File Transfer WiINdOWS c cceeeeeee eee ees 146 Applying a filter to files in List View ccccceeeeee eee eee eee ees 147 Changing the View format in the File Transfer Window 148 Changing the sort orders in a File Transfer Window 0000008 149 File DISEMIDUTION s 3 c lt hectessaii dels rte veda pag atuanineeds te a adiadaaienteeh deeds 150 The File Distribution WiINdOW cc cece eee ee eee et ee ee teeta eee 150 Distributing Files ye8 8 Sele ee E a E a 152 File MANAG Shi nagon naat aaga aplasia aa eiaa e de demed NEEE RIS 153 The File Manager WindOW ccceceeeeeee ee eee teeta tate eeeaeaee 153 Managing Files on the Control workstation ccceeeeeeeee ees 154 Control Client Chat Sessions ceceee cece eect eee eee teeta eae aeaees 156 Disable Chat SeSSIONS cccce eee eeee ir eee e teeta eae ee tae AEE 160 Sending Messages to Clients cceee cece cece e reece eee eee eae ea eae 161 Dealing with Help Requests c cceeeee sete e eee e ee eee teeter 162 Capturing a Client s printed OUtpUt cece eee eee ee eee ee eae 164 Remote Clipboard ss ritrarre r Sas nied viral wae erwin rads 166 Integration With Explorer cccceeee cece eect eee eee eee ead 168 Remote Command Prompt ceeeee eect eee eee ened 170 Using the Client cccccccscceccessescesseeeeeeeeeeeeeeneeeeeeeeese
123. d a Help Request to Always show Controls in Help Request Check this box to ensure that the Client Help Request dialog shows all Controls available for the Client to send their Help Request to 231 NetSupport Manager v11 Hotkeys for Request Help This sets the hot keys that the User at the Client can press to raise an alert for Help The alert will normally be displayed when a Control connects to the Client If you are using a keyboard that won t support three scan codes configure your Client to use only two hotkeys 232 NetSupport Manager v11 Customisable Text This property sheet enables you to add customisable messages which are displayed at the Client machine C Program Files NetSupport NetSupport Manager client32 ini Master Profile m Connectivity Display Customizable Text a Security In About Box m a Remote Control 3 Client Interface Cient Settings B Help Requests When Connected e Profile Options aP Teminal Services When Viewed Display Customisable Text In About Box Sets the message that will be displayed in the client s About Box When Connected Sets the message that will be displayed at the Client when a Control Connects Leave blank if you do not want any message displayed When Viewed Sets the message that will be displayed at the Client when it is being viewed by a Control Leave blank if you do not want any message displayed 233 NetSupport Manager v11 Profile Option
124. d icon on the View Window toolbar and choose Send Clipboard 4 To paste the data at the Client application choose Edit from the Client application drop down menu select Paste or Use the short cut keys Ctrl V to paste the data 166 NetSupport Manager v11 Sending the content of the clipboard from a Client to a Control workstation 1 2 3 View the required Client Open appropriate applications on the Client and Control workstations Copy the required data from the application at the Client as above but if using menu options rather than the shortcut keys choose Clipboard Retrieve Clipboard from the toolbar Return to the Control application and paste the data using the appropriate menu options or the short cut keys CtrI V 167 NetSupport Manager v11 Integration With Explorer NetSupport Manager integrates directly with Windows explorer allowing you to launch key functionality direct from your system without needing to first start the NetSupport Control By selecting a PC icon from within Network Places Neighbourhood you can establish a remote session and perform a range of common tasks Notes e The functionality is only available if the NetSupport Control component is installed A Remote Control session will only be established if the target machine is running a NetSupport Client and the Client Name is set to the default Machine Name To use NetSupport Functionality from within Explorer
125. d uses the closest matching that it has to the one being displayed at the Client In most cases the same fonts will be available at both the Client and the Control and so what is displayed on the screen will appear identical However there may be occasions when a close match cannot be found In these cases it is desirable that the Client sends the Control the full information that it requires to display the data in the same font Setting this option forces TrueType text to be sent as glyphs i e character shapes rather than character codes This guarantees that they will be displayed correctly at the Control 222 NetSupport Manager v11 This will however impact on performance especially on Dial up lines and is not usually required Enable Screen Scrape NetSupport s favoured and the most efficient method for capturing screen data is to hook into the Video Driver of the workstation being viewed However there may be occasions when this method will not work because certain applications bypass the driver In these circumstances you can enable screen scrape mode in order to take a snapshot of the screen Although this will have a greater impact on the network it will at least provide an accurate representation of the Client s screen Cache Size Screen data that has been recently sent to the Control by the Client is cached to improve performance A larger cache improves performance at the expense of using more
126. db1d69 You can also use the Test function to determine these values automatically 245 NetSupport Manager v11 Ignore Networks This list of network numbers is generated in the same way as for Use Networks except that when browsing these network numbers are ignored You can also use the Test function to determine these values automatically Test Press this button to check the IPX network configuration This determines if the IPX network stack is available and configured correctly You can also scan the network for network numbers that do and do not respond 246 NetSupport Manager v11 Set NetBIOS Connection Settings for Configuration Standard General NetBIOS B a Connectivity M Use NetBIOS TCP IP Adapters select one or more IPX 0 TCP IP NetBIOS NetBios 1 Not found 23 2 Not found 23 HTTP 3 Not found 23 Remote Dialup 4 Not found 23 5 Not found 23 Advanced 6 Not found 23 m a Security 7 Not found 23 amp Startup NetBIOS Use NetBIOS Check this box to enable the use of the NetBIOS transport NetBIOS is a non routed protocol and is only used on Local Area networks LAN Using NetBIOS requires that you select one or more adapters to use See adapters below Adapters This list box contains the NetBIOS adapters that have been detected in your workstation Select one or more of these adapters for use in the control NetBEUI is the most common adapte
127. dify or create new Clients Group List Read only Check this box to remove the ability to alter the Groups list The Groups item is still available in the Tree View but you cannot modify or create new groups Dial Directory Read only Check this box to remove the ability to alter the Remote Networks list The Remote Networks item is still available in the Tree View but you cannot modify or create new items 270 NetSupport Manager v11 Gateway Read only Check this box to remove the ability to alter the Gateway list The Gateway item is still available in the Tree View but you cannot modify or create new items Message on Disconnect When checked the Control user will be prompted to send a message to the Client when disconnecting This may be useful to notify the user on the Client workstation that the Control user has finished using the workstation and advise what action has been taken Silent Disconnect Should a Client inadvertently disconnect during a session a prompt appears at the Control machine Check this option to disable the warning Shell Extension NetSupport Manager integrates directly with Windows Explorer allowing you to launch key functionality direct from your system without needing to first start NetSupport Disable Shell Extension Check this box to remove NetSupport functionality from the Explorer shell 271 NetSupport Manager v11 Functions This property sheet enables you to restrict th
128. dividual Profile An individual profile allows you to enable or disable individual features for a particular Control User or Group of Control Users When they connect the Client will prompt them for a User Name and Password It will then search its internal profiles until it finds a match and then apply the settings to the subsequent Control session The Advanced Client Configurator covers six areas e Connectivity e Security e Remote Control e Client Interface e Profile Options e Terminal Services 187 NetSupport Manager v11 Connectivity Options These property sheets are used to set which protocols the transport will allow a Control to connect to it by The NetSupport Client supports multiple protocols meaning that you can set it up to respond to NetSupport Control s whether they are talking over TCP IP IPX or NetBIOS You can also configure the Client for remote communication via a modem or establish a connection through a NetSupport Gateway The gateway provides a method for connecting via http and delivers web based remote control without the need for modifications to existing Firewall configurations j QP Connectivity TCP IP B M Use TCP IP Port 5405 px NetBios HTP C Dialin Bridge B Advanced e Security QP Remote Control QP Client Interface amp Profile Options Teminal Services Select IP Address to Listen on 188 NetSupport Manager v11 Set TCP IP Connection B Connectivi
129. ds to be enabled at the Control 1 2 3 From the Control Window drop down menu select Network Configure Connectivity HTTP or To apply the setting to a _ specific profile choose Tools Configurations from the Control Window drop down menu Select the required profile and choose Connectivity and Startup Settings Check the Use HTTP box Port 443 is configured by default Click OK Add Gateways The Control can communicate with multiple Gateways and the details of each need to be added at the Control end 1 From the Control Window Tree View select the Gateway folder or Select New from the Control Window toolbar Choose Add Gateway The Add a Gateway wizard will appear Add a Gateway Add a name and a description for this new gateway Enter a Name and Description for the Gateway Click Next Enter the IP Address of the machine where the Gateway is installed and confirm the Port number to use 443 will be specified by default If required enter a secondary Gateway to be used if the primary Gateway is unavailable Click Next If this Gateway is to communicate through a Proxy Server enter the IP Address and Port to use Click Next 87 NetSupport Manager v11 6 Enter the Gateway Key This must match the Key set at the Gateway and Client end 7 To restrict the use of browsing and controlling remote Clients enter a username and password Click Finish 8 The new Gateway will be added to the
130. e If the screen resolution at the Client is smaller than the resolution of the Control you can simply click your mouse button outside the View Window to stop Viewing and display the View Window again Check the boxes in this group to determine the keys that are used as Hotkeys If you are using a keyboard that does not support three scan codes choose only two options as your hot keys 263 NetSupport Manager v11 AutoScroll Speed When you are viewing a Client s screen the Control can automatically scroll the contents when the mouse moves close to the edges of the window Adjusting the sliding control sets the speed at which the view scrolls from not at all to very fast Scroll Delay When Auto Scroll is enabled you can change the delay before the scroll is activated If you want the view to scroll as soon as the mouse is at an edge of the screen move the slider towards Min If you prefer a longer delay before the AutoScroll takes effect move the slider towards Max Mouse Delay Adjusting the mouse delay allows you to reduce the rate at which mouse updates are sent from the Control to the Client when controlling or sharing Move the slider control towards Infinite to reduce the rate and conserve bandwidth or towards Min for the best mouse response This is useful on dial up or very slow networks Disable Num Lock Synchronisation Check this option if using a Laptop as the Control machine to ensure that the keyboards behaviou
131. e Configuration that you want to change or choose New to create a new one By default NetSupport is installed with a single profile called Standard This is set up for full functionality 4 Click Settings to tailor the global functionality of this profile Or Click on Connectivity and Startup Settings to tailor the Basic Functionality 240 NetSupport Manager v11 To create desktop icons Having saved the profile you can create a desktop icon containing the parameters required to load the configuration ST ey IN From the Configurations dialog click Icons The Icon Maintenance dialog will be displayed Click anywhere in the dialog and drag to the desktop The Create or Edit Icon dialog will appear Enter the required configuration details and click OK to create the icon Adjusting Client Settings for a Control session During any control session where you may be working with more than one Client you can tailor how each Client interacts with the Control For example on one Client you may want to use compression because it is on a slow link but on another you may want to turn compression off NetSupport allows you do this by modifying the default settings for the current Control Profile To adjust View Settings 1 2 View the required Client Choose View Settings for Client from the View Window drop down menu Or Select the Settings button on the View Window Toolbar The Settings dialog will appear Co
132. e Connection Display Specify a customised acknowledgement message to be displayed at the Client workstation The text can also incorporate a choice of default settings should you wish the Client to know for example the name of the Control User There are four available syntax s loginname Returns the logged on user name of the user at the Control fullname Returns the full name of the logged on user at the Control computername Returns the machine name of the Control userdomain Returns the domain of the logged on user at the Control machine Note The standard NetSupport Graphic in the User Acknowledgement Dialog can be replaced with a customised Graphic by placing an Icon file with the name helpdesk ico in the installed directory for the product on the client machine Acknowledge Connection Timeout Specify a time limit between 0 255 seconds for the User Acknowledgement prompt to be displayed and decide what action to take if the user has not acknowledged the connection after the specified time You can choose Reject Connection to cancel the connection attempt or Accept Connection to allow the Control to connect This can be useful if there is an urgent need for the Control to connect but they want to allow the remote user a few seconds to complete a task or close down files 208 NetSupport Manager v11 View Acknowledgement Acknowledge switching to xxxxx view mode or higher Displays a prompt at t
133. e Network Address and the one with bits set to 1 is the broadcast address 316 NetSupport Manager v11 In our example network of 10 10 2 0 10 10 2 0 is the network address 10 10 2 255 is the broadcast address When an IP packet is sent to a networks broadcast address each device on the IP network will receive this packet It is this IP network broadcast address which is used when configuring NetSupport Manager Control to browse on an IP subnet other than its own Understanding I PX Addresses An IPX address is made up of two portions a network portion which denotes which network a particular device is attached to and a node portion which denotes the physical device on the network The network portion of an IPX address is an eight digit hexadecimal number valid network addresses ranging from 00000000 to FFFFFFFF There are no reserved IPX network numbers however each IPX network on an internetwork must have a unique network number The node portion of an IPX address is a 12 digit hexadecimal number this is normally the MAC Media Access Control address The MAC address is a unique number that is burnt into the EPROM of a network card by the cards manufacturer Below is an example of an IPX address Network Node 00000001 0000E8D67295 When configuring a NetSupport Manager Control to browse a remote IPX network you must know the IPX network address of the remote network The NetSupport Client can display the IPX networ
134. e Network details To make files Read Only check the Dial Directory Read Only check box in the Control Configuration User Interface settings Tools File Use Browse to specify an alternative location for all profiled Control s Tool details There is no facility to make these files Read Only Scripts File Use Browse to specify an alternative location for all profiled Control s Script details Use shared data files Checking this option allows you to share data with other users 281 NetSupport Manager v11 NetSupport Protect Switch Desktop Protection Off NetSupport s desktop security product NetSupport Protect compliments NetSupport Manager range of functionality by further protecting Windows operating systems and desktops from unwanted or malicious changes If NetSupport Protect is installed on the Client machine you may need to disable the protection in order to conduct your remote control session To Disable NetSupport Protect choose View Settings for Current Configuration NetSupport Protect from the Control Window drop down menu Settings for Configuration Standard General Disable NetSupport Protect amp Connectivity On Connecting Security Remote Control rs Ca Control Interface Fie Transfer e vPro Security amp File Locations NetSupport Protect administrator password e NetSuppot Protec On Viewing NetSupport Protect prevents users from deleting critical
135. e Tree View and their details are displayed in the List view You can then connect and work with these Clients directly or organise them into groups for later use Once you have connected to a Client discovered by the Browse function its details are automatically stored in the All Computers folder in the Tree View These Clients then become Known Clients and you can subsequently connect to them without the need to run a Browse action first Note You may be using NetSupport s Gateway facility to establish Client connections in which case you can choose to include Gateway Clients when Browsing Although these will appear in the Browse folder along with any Network Clients they are not stored in the Known Client list To find a Client on a network 1 Choose Network Browse from the Control Window drop down menu Or Click on the Browse icon on the Control Window Toolbar Or Select the Browse folder in the Control Tree View and click on the Look for Clients icon in the List view 2 The Browse dialog will appear 69 NetSupport Manager v11 Browse Network Enter a partial Client name or blank for all Clients Only Clients Requesting Help C Include Gateway Clients OK l Cancel Help Enter a partial Client name or leave blank for all Clients Type in the first part of a Client name here to narrow the search If you have many Clients on your network you may only be interested in those tha
136. e click on the Client icon to connect and View immediately If the Client has been configured with security passwords you will be prompted to enter your USERID and the correct Password This must be equal to the USERID and Password that has been set in the Clients Profiles Security Please login to TEST26 OK ox Cancel User ID Help Password Try last username before displaying login prompt 71 NetSupport Manager v11 Quick Connect Quick Connect allows you to directly connect to a Known Client by Client Name Logged In User Name or by Network Address saving you having to perform a network browse and then selecting the desired Client from the List view Clients configured for HTTP connections through a NetSupport Gateway can also be selected To directly connect to Clients 1 Choose Client Quick Connect from the drop down menu 2 The Quick Connect dialog will be displayed Quick Connect Enter the name or the address and transport of the Client to connect to Name O User name HTTP Gateway All Gateways Transport 3 Choose the required connection method Client name Logged In User Name or Network Address and Protocol Note If the Client is configured for HTTP connections through a Gateway in addition to the Name or User Name of the Client you will need to choose the appropriate Gateway name from the list provided 4 Click Connect 5 A dialog box will
137. e directory environment it is possible to enable smartcard support using the NetSupport ADM Template 210 NetSupport Manager v11 Connect Options This property sheet is used to administer which Control Users or Control workstations can connect to this Client You can also set the level of encryption to be used m Connectivity Security Key E e Security User Validation Set Access Privileges B User Acknowledgement Allow Connections from these Control Machines any Smart Card TCP IP a ray Disconnect Protect Configuration Use to delimit multiple addresses gS File Transfer Encryption Replay Files z a Evert Logging orce Controls to use Encryption e Remote Control Set Minimum level of Encryption E P Client Interface Profile Options Allow more than one Control to Connect at a time Teminal Services Security Key Provides additional security that enables Control Users to connect only if the Control has the same security key as the Client Optionally this can be set as the serial number in your NetSupport Licence File You must set the Security key at both ends Allow Connections from these Control Machines This enables you to restrict access to Controls running on IPX or TCP IP networks This feature can also be used to limit access to Control workstations with specific addresses Wildcards can be used in the address field For example 194
138. e functionality that is available to the Control Settings for Configuration Standard amp General Restrict Functionality QP Connectivity Disable File Transfer Disable Reboot QP Security Disable Chat Disable Logoff H P Remote Control Disable Send Message Disable Replay Disable Broadcast Messa Disable Registry Editin e Creo b Disable File Manager a Disable rer z Settings L_ Disable Quick Connect Disable Inventory Disable Execute Help Requests Disable Remote Command Prompt p File Transfer Disable Duplicate Client Check vPro File Locations Remote Control NetSupport Protect Disable Control Disable Watch _ Disable Share Restrict Functionality You can prevent the following features from appearing in the Control profile by checking the appropriate boxes Disable File Transfer Disable Chat Disable Send Message Disable Broadcast Message Disable File Manager Disable Duplicate Client Check Disable Quick Connect Disable Remote Command Prompt Disable Reboot Disable Logoff Disable Replay Disable Execute Disable Registry Editing This option is disabled by default Disable Blank Screen Disable Inventory 272 NetSupport Manager v11 When browsing for Clients NetSupport checks for duplicate Client details only connecting to the first occurrence of a particular address Depending on
139. e stored for later use in the All Computers folder Active Any Client that is currently connected will be displayed in this folder Help Requests NetSupport includes a function at the Client that enables the Client User to send a request for help A Control can be notified that it has received a Help Request from a Client in a variety of ways 66 NetSupport Manager v11 If a Control is configured to receive all Help Request messages the Control will be immediately notified as the Help Request folder is highlighted it may even receive an audible beep To alter the way in which a Control is notified of a Help Request and when it is available to receive them adjust the Help Request Tab in the Control Configurator vPro Management NetSupport Manager can locate PCs that have vPro capability and perform a variety of functions All PCs with vPro capability will be displayed in the List view Search Displays the results of the last search performed from the Quick Access bar You can search for Clients by name address or username This folder will only be displayed if you have performed a search Remote Networks This refers to Clients that have to be connected over a dialup link They may be Clients on a LAN in another building or even standalone workstations In either event they are referred to as Remote Networks and the information concerning the telephone number to dial and the type of connection are stored in this folder Int
140. eceee ee ee eee eee ee eee tate eee aenes 59 NetSupport Manager Control Toolbar Buttons cceeee eee 61 The Control Window Tree ViCW ccecceee eee eet entree eaeeatene eee enees 65 The Control Window List VieW ccccceeeeeeeeteee eee eaeeateneeeeenees 68 NetSupport Manager v11 Finding GENES aeei reisi aia tel ed een eet oh eee a at ee ee 69 Connecting to Clients 004 cacecaes Gee ai ae a a ve ae 71 Q lck CONNEEE AA hi a tr Aae hE na E es das cur N AA AAEN E 72 Connecting to Clients on different Protocols cecceeene eee eeneees 73 Configuring The NetSupport Control For Subnet Browsing 74 Connecting to Clients Controls via a NetSupport Gateway 77 Connecting through Firewalls and Proxy Se rvers ccccseeeneeaeeees 90 Implementing NetSupport in a Terminal Server Environment 92 fntelVPro SUpPOrt aaa sae ee aA a ae ea 93 Disconnecting a Clienten a ee eee eee eee eee e ee teeta EAER 95 Disconnecting all Clients c cece eee teeta 95 Client Automatic LOGIN citer ee ed 96 Client Automatic Update ieie aaau aE aAA A 97 Power Management Power on Power Off ccseseeee teens ee eeee ea eaes 98 Client Power ON ienien snd cece eee eee e i a fuateni pi Eady Siia 98 Client POWE Off enia a ne a e AEE E on ee ETTE 99 Special Considerations on Windows NT 4 0 hsssssssssseesesseeesee 100 Rebooting or Logging out Clients ccc cee eee eect eerren 101
141. eceeeee eens eee eee ee teeta eaten 263 Print Capture Setting S ermer e e eee e eee ee ee eats T EEA 265 Audio Setting Ss aiae aiana AO it aaah chad ta taads 268 Control Interface SettingS sssssrerssrererrerrrrerirrerrrsernrsrrersrrens 269 Interface SettingS sssssssrrsrerssrerssrersrrnrsrrartrrarerrerrenerernera 269 FUNGUONS uenon a A E EE TEE E ETAT 272 Help Request SettingS sssssserssserssrersrrerrrrererrerrrrerernerenrere 274 File Transfer SettiNgS ts ciedssteeveescepeseadepedascenedevasacueeerasdeyertidey ones 276 VPRO a eee a a AAAA een edi mee ane ene ponder ental EAA oF 279 File Location SettingS is atenian ne a eee neta e ee eae a e iA 280 NetSupport Protect Switch Desktop Protection Off ceceeeeees 282 Managing and Organising Clients ccscseeeeeeeseeeeseeees 283 Adda new Cllentycyoctctini aceite oes ohio te above eres 284 Delete a Clientes icis a E dich ations ah au Piedad adage odor ales 285 Renaming a Clienti perie tiaina eaaa AA enedebueeiackerstadyents 285 Setting Client Properties ssssssssrsrserererrerrrrerirrerirserernererserens 287 Creating a New GrOUP sssssssssssrarssrnrsrrarsrrarrrrerrrserirserannerensrrens 288 Adding Removing Clients in a Group sssssssssssseresrirerrirerireerirrrrrrre 289 Setting Group Properties ssssssrssrrrrrrrrsrrrrnrienerinnrinnnrintrrrnrs 290 Remote CoMmunicationS sssssssss12555 555 555 55 55 5 291 Remote Communica
142. ecide at which level to apply the policies domain or organisational Right click and select the Group Policy tab 3 Select the desired policy to add the NetSupport template to and click Edit or Select Add to create a new Policy 4 In the Group Policy Editor under Computer Configuration select Administrative Templates 5 Right click and select Add Remove Templates 6 Click Add and specify the location of NetSupport s ADM file and click Open The new NetSupport policy will be added 7 Click Close By default each NetSupport policy option is disabled Each time you make a change to an option the Group Policy refresh interval will determine when it is applied to Client machines If a remote control session is not currently active the Client will detect any changes to it s own Administrative template and restart applying the new settings If a remote control session is open the Client will restart at the next available opportunity For an explanation of the Configuration options that are available refer to the Configuring The Client section 321 NetSupport Manager v11 Note Please refer to the NetSupport Web site support area www netsupportsoftware com support for the latest information on Active directory policy files instructions on upgrading from previous versions and applying NetSupport Client profiles within Active Directory Launching Remote Control Sessions NetSupport s integration with Active Direc
143. ectedly lost C Program Files NetSupport NetSupport Manager client32 ini Master Profile a Connectivity Options B P Security Lock the Workstation i not intially logged on NT User Validation C Logoff if not initially logged on Access Privileges C Restart if not initially logged on B User Acknowledgement Smart Card C Logoff if user has changed B Connect Protect Configuration File Transfer C Replay Files Event Logging H a Remote Control E a Client Interface Profile Options Disconnect Display Text Terminal Services Lock the workstation if not initially logged on NT only When the Control user disconnects the workstation will be locked The Control user will be able to re connect and unlock the workstation This option is valuable when the Control may unexpectedly loose the Connection It prevents a user at the workstation inheriting the Control users rights assuming they have logged in as an Administrator for example This only applies if the workstation was logged off when the Control was connected Logoff if not initially logged on When the Control user disconnects the workstation will be automatically logged off This only applies if the workstation was logged off when the Control connected Restart if not initially logged on When the Control user disconnects the workstation will be automatically restarted This only applies if the workstation was logged off when the
144. eement between you and NetSupport Ltd If you do not wish to be bound by the terms of this licence agreement you must not load activate or use the software TERM Subject to termination under Termination Clause below the Licence shall be perpetual GRANT OF LICENCE This software is designed to run on standalone computers and computer networks You may load the software from a Network File server but you must purchase a licence for each workstation on which you will install or run the software COPYRIGHT This software is protected by international copyright laws You may copy it only for backup purposes The software is licensed to you but not sold to you RESTRICTIONS Neither you nor any reseller may rent lease sell licensed copies on approval or otherwise transfer the right to use this software to another person except that you may sell or give away your original copy as long as you do not keep any copies The software may not be modified disassembled or reverse engineered except with the prior written consent of NetSupport Ltd LIMITED WARRANTY NetSupport Ltd warrants that the Software will perform substantially in accordance with the accompanying documentation for a period of ninety 90 days from the date of purchase NetSupport Ltd s entire liability and your exclusive remedy shall be either a the replacement of the defective software or b return of the price paid This remedy shall be at NetSupport Ltd s option and subject
145. effective support to end Users in an Office or Help desk environment Reduce the cost of providing support while improving productivity and the speed of problem resolution Telecommuting Use the Remote Communications modules to enable staff to work from home while having access to all the functionality on their office workstation Training NetSupport s sophisticated Show functions provide the ideal demonstration tool In addition a full working copy of NetSupport s training package NetSupport School comes as standard providing additional features ideally suited for the training environment System Automation Use the powerful integrated scripting language to automate regular tasks such as uploading and downloading files Use the Launch Application function to set tasks running without end User intervention Take advantage of the scheduler to save costs by running these tasks overnight Desktop Management Use the combination of File Distribution and Scripting to manage User desktops and distribute software Automatically retrieve workstation information such as Free Disk space Use the Registry Edit functions in Scripting to re configure remote workstations User Management Use the enhanced security features to configure utilities available at a Client Set up different profiles and access levels at both the Control and Client depending on the Users level of responsibility Maintain a Replay File to audit the activity of
146. efficiently the cache is currently working If the hit rate is low then not many items have been requested from the cache or your remote control session has not been very intensive You could save memory by reducing the size of the cache If the hit rate is high then the cache is being used heavily In this case you may like to increase the size of the cache to speed up the remote control session 306 NetSupport Manager v11 The cache on the Control is created for each Client when it is viewed bear this in mind if you regularly view multiple Client s screens If each Client has a 4Mbyte cache and you view 6 of them the Control will allocate 24Mb of memory If the total size of all the caches exceeds you physical memory size then the operating system will start paging memory to disk this will affect the performance of the cache If you have Clients with different cache sizes set configure the Controls to be as big as the largest Client setting That way the Control will always allocate the largest cache the Client can support 307 NetSupport Manager v11 Remote Client Hardware and Software Inventories For many support teams an important part of the problem resolution process is knowing not only what platform the workstation is running but its hardware specifications and the applications installed on the workstation For this reason NetSupport Manager provides the tools to supply a full inventory of the remote workstation
147. eive Help Sry Request connections E Chat Chat with the selected Client _ ef Configurations Manage your Configuration Profiles i gt Dial Dial a Remote Network E Disconnect All Disconnect from all currently connected Clients 62 NetSupport Manager v11 Execute File Distribution File Manager File Transfer Login Logout Message Playback Power Off Power On Quick Connect Reboot Execute a program at the selected Client s Display the File Distribution Window to the selected Clients Display the File Manager Window for the Control Workstation Display the File Transfer Window for the selected Client s Automatically login the selected Client s Logout the selected Client Send a Message to the selected Client s Play back a previously recorded Client session Power Off the selected Client PCs Power On the selected Client PCs Quickly connect to a Client by supplying its name or address Reboot the selected Client 63 laa k gt amp 64 NetSupport Manager v11 Remote Command Run Scan Tools Load the Remote Command prompt window Run the selected Script Scan through connected Clients screens Manage and Execute User Defined Tools NetSupport Manager v11 The Control Window Tree View The Tree View is the access point for information about the various NetSupport Objects An object may be an individual Client a Group
148. en two computers You will have to add this device manually as it will not be detected automatically The serial cable device is configured in the System utility in Control Panel Click the Device Manager tab double click Modems and then double click Serial Cable On ComX where x is the COM port where your cable is attached Make sure the speed set here matches the speed of the machine that will be attached to the other end of the serial connection For additional information on null modem serial cables such as the proper pin out configuration to work with the setups above please see the following article in the Microsoft Knowledge Base Q142324 Cables That Are Compatible With Direct Cable Connection 296 NetSupport Manager v11 Windows XP Please see the following article in the Microsoft Knowledge Base HOW TO Set Up a Direct Cable Connection Between Two Windows XP Based Computers Q305621 Configuring the NetSupport Client to listen for connections over the Serial cable The NetSupport Client Bridge provides the interface between NetSupport Client and serial cable connection thus allowing the NetSupport Control to connect To configure the NetSupport Client Bridge perform the following at the Client 1 Start the NetSupport Configurator Start Programs NetSupport NetSupport Configurator Select the Basic or Advanced Configurator followed by Connectivity Dial in Bridge C Program Files NetSupport NetSu
149. ent NetSupport provides a quick and easy method to install and use NetSupport Manager in a Terminal Server Environment From version 11 the Client is no longer started as an Application when each Terminal Server Session is started instead the NetSupport Client Service installed on the Microsoft Terminal Server will spawn a new Client Process for each new Terminal Server Sessions started Note The Client Terminal Server settings can be configured in the NetSupport Manager Client Configurator Our online Knowledge Base provides full instructions please visit www netsupportsoftware com support and refer to the Technical Document Setting Up NetSupport to run in a Microsoft Terminal Server Environment TD127 92 NetSupport Manager v11 Intel vPro Support NetSupport Manager can connect to machines that have Intel vPro technology NetSupport can browse and locate PCs that have vPro capability and perform a variety of functions Connection can even be made to a machine before the operating system has loaded The Intel Setup and Configuration Service SCS provides tools to centrally set up and configure vPro machines SCS is server for vPro and is also called a provisioning server There are two modes vPro machines can be configured to use Basic Mode Scan for vPro machines on your network using an IP address range Basic mode uses Digest authentication a user name and password is required to establish a connection
150. ent starts In Windows 95 the video driver can be stored in the SYSTEM INI or the registry in NT the video driver is stored only in the registry The default is SYSTEM INI however when you reset the video driver you can change where the information is stored If you choose to store in the information in the SYSTEM INI file then you may need to reset your video driver when you change screen resolution or other video driver settings 177 NetSupport Manager v11 To reset the Client Video Driver In Windows NT 1 Choose Start Programs NetSupport Reset Video Driver In Window 95 1 Choose Start Programs NetSupport Reset Video Driver 2 Select a location to store the NetSupport Manager display drivers 178 NetSupport Manager v11 Configuring the Client In this chapter How to use the Client Configurator Whether you want to secure the Client against unwanted connections or prevent Control Users from performing certain tasks at selected Clients NetSupport Manager provides a vast range of configuration options that can be set at individual Client level 179 NetSupport Manager v11 Configuring the Client NetSupport Clients are configured using the NetSupport Configurator This makes all the required changes to and sets up the initialisation commands The Configurator is started from the NetSupport Configurator Icon in the NetSupport Manager Program Group This will display the initial Client Co
151. er Browser Maintains an up to date list of comp Running QH Client Manages network configuration by r Running Distributed Link Trackin Sends notifications of files movingb Running Distributed Transaction Coordinates transactions that are di Stopped Q dcx _device Running bns Client Resolves and caches Domain Name Running 71 services 44 running 27 stopped 0 paused 313 NetSupport Manager v11 Using NetSupport s Security features effectively NetSupport has a large number of security features that can be used to restrict access to the Control and Client Knowing how these work together and their limitations is useful when planning your security policy Firstly we recommend that if you want to restrict access to or protect a Client you do it at the Client not at the Control There are a number of reasons for this If the workstation contains sensitive information that you want to protect it is likely that the workstation will have some physical security measures Perhaps it is located in a locked room a restricted area or maybe it has some local security measures For example it runs NT using NTFS It doesn t matter how good the NetSupport Client s security is if people can just walk up to the workstation and access the information We recommend the following measures are used to secure a NetSupport Client They are ranked from most secure to least secure See the help in the Client Config
152. ernet Gateways The primary role of a NetSupport Gateway is to facilitate seamless Remote Control between PC s that may both be located behind different firewalls The Gateway provides a stable and secure method for locating Clients via http and delivers web based remote control without the need for modifications to existing Firewall configurations Automation Scripts created using the NetSupport Script Editor can be added to this folder List view shows the names of each script and enables you to add new scripts to the list 67 NetSupport Manager v11 The Control Window List View The List view displays the objects stored in the corresponding folder in the Tree View For example if you select the Active folder then the List view will contain the details of the currently connected Clients Similarly if you perform a Browse action the results of that Browse will be displayed By choosing View from the Control Window drop down menu or right clicking in the List view you can change the appearance of the displayed items The available options are Large Icons Small Icons List Details and Thumbnail With Details selected you can tailor the information that is displayed about each Client To customise the List View 1 Select View Columns from the Control Window drop down menu 2 The Columns dialog will appear Client List Columns Add or remove columns for Client lists All Computers Remote Clients Browse A
153. es sales netsupport inc com Germany Austria and Switzerland www pci software de Technical Support support pci software de Sales sales pci software de Japan www netsupportjapan com Technical Support support netsupportsoftware com Sales sales netsupportjapan com 328 NetSupport Manager v11 A access privileges 199 201 access rights for file transfer 216 acknowledge connection by a Control 206 active directory 320 authenticate 204 adding Clients 283 advanced Client browsing 74 terminal server 92 advanced Client configuration 186 applications running at Client See inventory audio support 128 adjusting microphone sensitivity 130 adjusting speaker volume 130 Client configuration 226 Control configuration 267 making announcements 129 auto group 66 basic Client configuration 185 beep when Control receives help request 273 while chatting 158 while viewing 228 blanking Clients screens 107 broadcast show 122 242 browsing 69 advanced 74 for Gateway Clients 69 for terminal server Clients 92 Gateways 88 IPX network 76 over a subnet 74 over an IP subnet 74 specify subnets 242 understanding IP addresses 315 understanding IPX addresses 316 buttons toolbar 61 C cache 221 258 305 capture print output 164 264 capture screen 112 change file attributes 144 chat Client initated 176 Control initiated 156 disable 160 201 228 group chat 156 initiate in
154. ess otherwise specified the Client Destination Directory will be the same as the item s location on the Control workstation If the Client does not have the same Directory available the item s will be copied to the C Drive by default and the folders automatically created Or To set a specific Destination Directory on the Client workstation right click on the Client icon in the Remote Pane and choose Set Destination Specify a destination click OK Click Copy File Manager The File Manager Window The NetSupport File Manager serves the same purpose as Microsoft Explorer Rather than exiting the NetSupport program and editing the Control workstation do it from within NetSupport Manager NetSupport File Manager Fie Directory View Window Help re 9 Create Previous Local Computer EE Local Computer EE peon _ Documents imm WIN XP C E mel DATA D Compact Disc E i mel Removable Disk F i ma Removable Disk G mE marketing on 10 0 0 14 T Contents of Desktop Name Previous Directory Adobe Reader 9 Installer crystaldecisions 1 crystalreports nsm E Launch Internet Explorer Browser E ScreenHunter 5 0 Free EB Add or Remove Programs lt File Description File Folder Compressed zipped Folder LIC File Shortcut Shortcut 25 11 20 Shortcut 15 11 20 5 Files 134 546 bytes The File Manager Window is divided into four sections The Title Bar This
155. etSupport Bridge and the adapter number is incorrect the connection will fail and an error message will be displayed 295 NetSupport Manager v11 Using NetSupport Over A Null Modem Serial Cable If you do not have network adapters or modems you can use a null modem serial cable over dial up networking to connect a NetSupport Control and Client Installing configuring a serial cable device In order to establish the connection between the two machines you must install and configure a serial cable device the following section provides the steps required to do this on each operating system Windows Me 9x and Windows NT 4 0 The serial cable device is installed in the Modem utility in Control Panel and is listed under Standard Modem Types as Dial Up Networking Serial Cable between 2 PCs You will have to add this device manually as it will not be detected automatically The serial cable device is configured in the System utility in Control Panel Click the Device Manager tab double click Modems and then double click Serial Cable On ComX where x is the COM port where your cable is attached Make sure the speed set here matches the speed of the machine that will be attached to the other end of the serial connection Windows 2000 The serial cable device is installed in the Modems tab within the Phone and Modem options utility in Control Panel and is listed under Standard Modem Types as Communications cable betwe
156. etting dialog will be displayed This allows you to set the following properties Volume Settings adjustments Threshold Microphone sensitivity Microphone Volume of microphone Speaker Volume of speakers Enable Options On Turn Audio on Off Turn Audio off Talk Set the Control Audio to Talk function only Listen Set the Control Audio to Listen function only 130 NetSupport Manager v11 Video Player Support NetSupport provides exceptional multimedia support with full Audio Video and Remote Control capabilities This section deals specifically with the use of the NetSupport Video Player While the NetSupport Video Player can be used for viewing a video file on an individual workstation the combination of NetSupport s remote control capabilities with full Audio Support allows you to use this tool to enhance training sessions and demonstrations By running a Show then launching NetSupport Video Player all Clients will be able to watch video files from their own workstations with full audio support The Video Player supports all standard video files for example avi and mpg The Video Player runs locally on each Client workstation while the video file can be accessed locally or on a network drive If video files are stored locally network traffic is restricted to video player controls and synchronisation and is therefore minimal making it possible to control video sequences running on a larger number of workstations simultaneou
157. etting started 37 log files 48 main window 37 pre define settings 47 remote uninstall 45 NT power management 100 security 186 num lock synchronisation 262 0 organising Clients See also managing Clients organising clients in the list view 116 P parameters command line 317 silent installation 32 passwords 251 play sound during chat session 158 when help request arrives 162 pocket PC support 50 333 NetSupport Manager v11 port number 90 for gateway connection 78 for HTTP connection 78 192 247 for TCP IP connections 189 power management Client power off 98 Client power on 98 NT issues 100 pre define deploy settings 47 print deploy log file 48 file transfer list 145 print capture 164 264 processes running at Client See inventory profiles 182 239 using command line instructions 317 prompt for connection reason 251 properties Client 286 protecting the Client configuration 214 Q quick connect 72 disable at control 271 quiet mode 228 R reboot 101 receive show options 224 disable 224 record client activity 136 record local activity 135 Red Hat 52 remote clipboard 166 remote command prompt 170 remote communications 291 dual channel bonding 194 248 optimising connections 291 planning 292 set MSN number 194 248 setting up a modem 294 remote control configure settings at Client 221 configure view settings 258 disable functional
158. explorer 168 send audible beep 158 client update 97 Client accept reject connection 207 acknowledge connection 206 automatic login 96 chat to a Control 176 Client Main Window 173 configuration 185 connecting to Controls 174 disconnecting a Control 175 features 172 inventories 307 load bridge at startup 194 power off 98 power on 98 properties 286 raising a help request 176 receiving messages 177 remote installation 34 resetting video driver 177 restarting 304 security See security at the Client unloading 304 client automatic login 96 client automatic update 97 client configurator terminal services 234 Client Configurator access privileges 199 201 audio settings 226 Client interface options 228 Client settings 228 connect options 210 connectivity options 188 329 NetSupport Manager v11 dialin options 194 disconnect options 212 enable smartcard logon 209 help request settings 230 profile options 233 remote control settings 221 replay file settings 217 security 197 set Client password 197 set Configurator password 197 set HTTP 192 set IPX 190 set NetBIOS 191 set Security key 197 set TCP IP 189 set tickle period 196 show settings 224 user acknowledgement 206 user validation 204 view settings 221 Client settings 240 clients organising clients 116 clipboard 166 command line instructions 170 317 compression 251 file transfer 275 use while viewing 258
159. f the selected drive or directory contains subdirectories that are not displayed then a cross symbol will be displayed to the left of the item To expand the contents of a drive or directory so that its subdirectories are visible in the Tree View either double click on the drive or on the directory or click on the cross symbol to the left of the drive or directory you wish to expand 154 NetSupport Manager v11 The List View e To select an item in the List view simply click on it e To select multiple items in the List view 1 2 If the items are adjacent to one another select the first item hold down the Shift Key and then select the last item If the items are not adjacent to one another then select the first item then hold down the Control Key and select each of the other items If all files and or directories are required choose View Select from the drop down menu or right click on one of the items in the list view not the filename and choose Select You can highlight all items in the current list or just the files or directories e To display the contents of the drive or directory that is one level up from the current directory double click on the previous directory item at the top of the List view 155 NetSupport Manager v11 Control Client Chat Sessions NetSupport allows you to Chat to any number of connected Clients simultaneously via a scrolling text window A Whiteboard facility
160. ff User Acknowledgement Smart Card Connect S Disconnect Disable File Transfer Disable Execute Disable Reboot Disable Shutdown Client Disable Chat Disable Clipboard Access Ignore Messages Ignore Broadcast Messages Disable Print Capture Disable Registry Access Disable File Transfer when no User is Logged On Disable Remote Command Prompt eB Protect Configuration amp File Transfer o Replay Files Event Logging W Remote Control Inventory E p Client Interface v Disable Close Applications Profile Options Disable Service Management Teminal Services Disable Watch Prevents a Control from Viewing the Client at all File transfer scripting and other functions are still available Disable Share Allows a Control to View a Client in Watch only mode Disable Control Prevents a Control from being able to lock out the Client s keyboard and mouse Disable File Transfer Disables File transfer to and From the Client in all circumstances Disable Execute This prevents a Control user from remotely executing applications at the Client from within the Control program They can still start applications using the standard Remote Control functions 202 NetSupport Manager v11 Disable Reboot Disables the ability of the Control User to Re Boot the Client workstation via the menu option in the Control I
161. figuration Options Dialog section of this manual for a full description of this dialog Note Because of the way NetSupport Deploy handles restarting workstations leave the Restart Machine box un checked This is only relevant when performing a Silent Install where The Install Configuration Options dialog is also used for specifying the options to install When you have completed this dialog choose File Save to save the NSM ini file to the folder containing the distribution copy of NetSupport NetSupport Manager v11 Choose File Exit to return to the Install Properties dialog Options Tab Use the information supplied in the Network and Security tabs to identify which machines may already have NetSupport installed you can then choose to e Ignore them by checking the Skip machines already running NetSupport box e Update the machines with the latest version by checking the Update new or older systems to current version box e After deploying the package you can confirm that the Client is running by checking the Verify Client running after restarting box Ensure that workstations are restarted automatically after the deploy for this option to work See Restart tab Acknowledgement Tab Consider whether the workstations will be in use when commencing the deploy You can choose to e Install NetSupport Immediately No prompt will be received at the workstations being deployed to e Warn user before installi
162. file on a Server to which the Client has access Note Once created a Configuration file can also be remotely deployed to multiple Client machines simultaneously using the NetSupport Deploy utility To create a new Configuration File 1 Choose NetSupport Configurator from the NetSupport Program Group The NetSupport Client Configurator will appear NetSupport Client Configurator Welcome to the Configurator This program allows you to configure all aspects of the NetSupport Client s behaviour On Windows NT you should log in as Administrator or equivalent when using this program Choose Basic if you are using NetSupport for the first time From here you can set the Client name network protocal s and basic security such as a password Choose Advanced if you want to create multiple user profiles integrate with NT security enable disable particular features or limit remote file access to specific directories Ce Cajl 2 Choose Advanced The NSM Client Configurator dialog will appear 182 NetSupport Manager v11 NSM Client Configurator C Program Files NetSupport Manag m 3 File Profiles Help ol CAG CRE Profile Name Order Master Profile Support User 2 1 Support User 1 2 3 Choose File New from the Advanced Configuration Window drop down menu bar 4 A new file will be created with a Default master Profile To open the default or an existing Configu
163. full information Check this box to enable Select what you would like to Show NetSupport will identify if the Control is running multiple monitors giving you the option to choose which one to Show from the drop down list If you are unsure which is the correct screen click Identify Alternatively select Whole Desktop to show all To End the Show 1 Click on the NetSupport button on the taskbar Or Right click on the NetSupport icon on the taskbar 2 This will display the Showing dialog 124 NetSupport Manager v11 NetSupport Show Suspended Currently showing to Name Description E nyha a jane Continue E MARKETINGTESTPC The buttons have the following purposes End Ends the Show and releases the Client s screens and keyboards Resume Resumes the Show Continue The Client s screens and keyboards will remain locked while you prepare other work at the Control They will not be able to see what you are doing Effectively the Show is suspended Note In order to Show to a Client from the Control you must first have installed the Client programs on the Control workstation However it does not need to be activated 125 NetSupport Manager v11 Showing a Client s screen on a number of Client screens With NetSupport it is possible to Show the Control s screen to a number of connected Clients It is also possible to Show a Clients screen to a number of other connected Clients This
164. gs for the current Control Profile To adjust View Settings while viewing 1 Select the Client to view 2 Choose View Settings for Client from the View Window drop down menus Or Select the Settings button on the View Window Toolbar 3 The Settings dialog will appear 4 Configure which options will be enabled when you start a View Session Refer to the Control Configuration Remote Control Settings section of this manual for detailed information about the available options Note If you edit the Client Settings the changes you make only apply to that Client during the current Control session If you want to change the settings permanently check the Update Configuration box Settings for Client INVH288 a Remote Control Options 8 C BIOS Keyboard 7 Scrollbars Keyboard Mouse V Confirm Switch to Full Screen V Use Compression Replay Files Full Screen Wallpaper Audio Scale to Fit Blank Client Screen Disconnect when Closed Video Skipping Screen Scrape Auto Clipboard Default Mode Share Cache Size Max Colour Depth Change DOS Font Change Japanese Font Update Configuration Standard OK Canca 109 NetSupport Manager v11 Scanning The Scan function enables you to cycle through each connected Client in turn displaying its screen on the Control It is an alternative to Viewing multip
165. gurator TCP IP V Use TCP IP Px NetBios HTTP amp Dial in Bridge Advanced G Ma Security General Access Privileges amp Audio Select IP Address to Listen on Al v 185 NetSupport Manager v11 Advanced Client Configuration The NetSupport Manager Client is exceptionally configurable and supports the ability to set differing levels of security and response according to the identity of the Control User that is connecting This is achieved by the use of configuration files at the Client which determine the appropriate level of access for each Control User by means of a Profile It is important that the concepts behind Configuration Files and Profiles be fully understood Configuration File A Configuration File is a Text File consisting of sections called Profiles You can specify the Configuration File that the Client will use when it initialises The Configuration files themselves are stored in a check summed file normally Client32 I ni This file can be either on the Client workstation or on another workstation such as an NT Server to which the Client workstation has access You can even set the Client to use a fallback configuration file in case the Server is unavailable Note There are special requirements for setting Windows 9x workstations to use shared configuration files Profile A profile is a set of parameters that determine how the Client will respo
166. h as well as maintaining and organising Clients into work groups 56 NetSupport Manager v11 The Toolbar The Toolbar contains shortcuts to the most frequently used tasks and tools Options of a similar nature are grouped within the same icon You can also add or remove icons to suit your personal preferences See Customising The Toolbar 1 40 30 3 J 3 uaj 2 New Disconnect Browse Actions Desktop Manage File View Client Inventory Show Properties Settings The Quick Access Bar The Quick Access bar allows you to view Clients Groups you have recently connected to from here you can perform a number of commonly used functions including connecting to and viewing the Client A search for Clients can also be performed from this toolbar Enter the name user name or address in the search box and click the search button the results will be displayed in the Tree view Note Click the first item in the Quick Access bar to switch between recent connections and pre defined groups The Quick Execute Bar The Quick Execute Bar enables you to execute a previously saved application to a Client without having to direct your way through the drop down menu By clicking on the button containing the required application you immediately execute it on the selected Client or Group The Thumbnail Toolbar The Thumbnail Toolbar provides quick and easy access to a convenient thumbnail view of each connected Client screen and allows you to amend t
167. h a Control However the Control can still open a Chat session with the Client 229 NetSupport Manager v11 Disable Replay Prevents the Client from being able to open Replay Files Client Program Options Icon in System Tray The NetSupport Client icon will be displayed in the System tray rather than as a separate icon on the active application bar Always on Top The NetSupport Client icon can become obscured behind other Windows Setting this option means that it is always visible and the user at the Client will always know when someone is viewing them Hide when Idle The NetSupport Client icon will not be displayed unless a Control is connected or viewing Quiet Mode Client not visible on Taskbar Check this box to hide the Client icon on the Taskbar Silent Mode no refresh Allows the Control to connect and View a Client without the Clients knowledge If Silent Mode is not selected the Clients screen and mouse icon will flicker notifying the Client that a connection has been made and their screen is being Viewed Use internal speaker for Beep By default the audible warning beep which can be sent between machines in functions such as Chat and View comes from the PCs internal speaker There may be occasions when it is more appropriate to use the workstations sound card to generate the beep through speakers in which case un check this box Beep while being Viewed every n seconds While a Control is viewing the Clie
168. han 4 seconds Name Lookup Attempts Specify the number of name lookup packets the Control broadcasts during a Browse The fewer broadcasts that are sent the lower the network traffic and the quicker the browse will complete 251 NetSupport Manager v11 Security Options The Control Configurator provides a wealth of security features categorised as follows Settings Event Logging Replay Files User Permissions Security Settings Settings for Configuration Standard amp General Settings Ea Connectivity Password amp Security Security Key B Event Logging Replay Files E amp User Permissions QP Remote Control Prompt for Additional Information when Connecting Try last usemame before displaying login prompt H a Control Interface Use Compression amp File Transfer Use Encryption Oa vPro Ci File Locations e NetSupport Protect Password Enter the Security Password which you will be prompted for when starting the Control using this configuration You must click on the Set button next to this Control to set the password Security Key The Security Key is used whenever you connect to a Client Unless the key entered here matches the security key on the Client you will be denied access to the Client workstation Press the Set button to change the key Optionally this can be set as the serial number in your NetSupport Licence File 252 NetSupport Manager v11 Pro
169. he NetSupport setup package To Specify Client Parameters 1 Open your NetSupport Manager Program folder by choosing Start Programs NetSupport NetSupport Configurator 2 Choose Advanced 3 Select Profiles Client Parameters from the Configurator drop down menu 4 The Client Parameters dialog will appear Client Parameters for this Machine Client Name machine name INVH310 Parameters C C Program Files NetSupport Manager Clier U_MKTJDIZHN MGC HDK PBI 5 Click Add to specify the parameters Notes e If User Credentials are required they must precede the Configuration file name e Each set of parameters must be added separately 6 If required enter the User Credentials Username and password Click Ok The appropriate strings will appear in the dialog 7 Click Add to specify the location of the Configuration file Click Ok 8 When the Client Parameters dialog contains the required strings see example above copy them individually to the Install Configuration Options dialog Use Ctrl C to copy Ctrl V to Paste Install Directory Specify the directory where NetSupport Manager will be installed Leave blank to install in the default directory Program Files NetSupport NetSupport Manager 33 NetSupport Manager v11 NetSupport Deploy NetSupport s Remote Install Utility The NetSupport Deploy Utility provides Network Administrators with the facility to install
170. he name of the Remote Network and xxxxx the name of the Client to connect to Specify the protocol to use Use IP for IPX SPX TC for TCP IP and NBn for NETBIOS where n the stack 0 7 Syntax PCI CTLUI EXE Unb1 where nb1 netbios stack 1 Display a NetSupport replay file Syntax PCICTLUI EXE RNNNNN rpf where NNNNN rpf the file name 319 A LI 320 NetSupport Manager v11 Open a Chat session with a selected Client Syntax PCICTLUI EXE CNN NN NN NN A Retrieves a Hardware Software Inventory from the selected Client machine Syntax PCI CTLUI EXE CNN NN NN NN I NetSupport Manager v11 Integration with Active Directory NetSupport integrates with Microsoft s Active Directory structure enabling you to centrally manage Client configurations and launch remote control sessions By creating an appropriate Group Policy you can apply standardised Client Configurations to Client machines without the need to visit individual desktops To make the task a little easier NetSupport supplies a ready made Administrative Template NSMMASTER ADM containing the configurable options When you install NetSupport the template is copied to the NetSupport Manager program folder In turn you will need to copy this to the folder containing any existing ADM templates To Apply Client Configuration Changes via Active Directory 1 At the Domain Controller select the Active Directory Users and Computers tool 2 D
171. he Client machine if while being viewed the Control User wishes to switch to a higher View Mode For example if the level is set to Control the prompt will appear if the mode is changed from Share or Watch The Client can choose to Accept or Reject the change 209 NetSupport Manager v11 Enable SmartCard Logon Enabling this option at the Client allows a Control to logon to Client machines that use Smartcard authentication m Connectivity J a Security User Validation 8 Access Privileges Allow a smart card to be used for remotely logging into a workstation Logon C Enable Smart Card Logon B User Acknowledgement Connect Disconnect Protect Configuration File Transfer Replay Files B Event Logging amp 2 Remote Control P Client Interface e Profile Options Teminal Services Smartcard support is automatic no additional installation is required Support is dynamically loaded at the Client when a Control connection is made When loaded an additional hardware device will be available called NSL Pseudo SmartCard Reader When the Control opens a View Window to the connected Client they will need to insert their own Smartcard into the reader attached at the Control and enter the Clients PIN to logon to the remote users machine If multiple Client View Windows are open at the Control smartcard insertion and removal events are sent to the Client currently in focus Note In an activ
172. he PC Select Client Configuration Client Settings or Control Configuration Settings Window Menu Only the Control s Chat Window will have a Window drop down menu This menu enables you to swap between opened screens or Tile them Chat Progress The main body of the Chat Window is used to record the progress of a Chat session It holds details of members who have joined or left the discussion as well as the messages that have been sent by each member Message This is where you type your comments Type the message and hit Enter or click Send Auto Send Each message is restricted to 128 characters Check this box to automatically send the message when the limit is reached Close Ends the Chat session 158 NetSupport Manager v11 Members Members currently included in the Chat session are listed here The Control can add or remove Clients from the Chat session as required Unless disabled Clients have the option to Leave the session of their own accord Invite The Chat Properties dialog is initially used to select the Clients to include exclude from the Chat session To add Clients when the Chat session is in progress click Invite The Add Members dialog will appear select the required Clients and click Add You can send a copy of the Chat progress to new members by checking the Send discussion history box Note Clients that have been removed or have decided to leave the Chat session can be invited back
173. he last five years Power Management is a technique that enables hardware and software to minimise system power consumption It works by shutting down portions of the hardware during periods of low or no use meaning that the workstation is ready to work when you are and conserve energy when you are not See below for special considerations on Windows NT 4 0 Client Power On To Power on a NetSupport Client the workstation must have a Wake on LAN network adapter and a BIOS that will support it consult your network adapter documentation for more information the Client must also be Known to the Control The Control sends a Wake on LAN packet to the Client network adapter which instructs the workstation to Power On To Power On a NetSupport Client 1 Select the icon s of the Clients you wish to Power On 2 Choose Client Power On from the Control Window drop down menu Or Right click and choose Power On Or Click the Manage icon on the Control toolbar and choose Power On 3 The Client workstations will now Power On 98 NetSupport Manager v11 To Power On a Group Of Clients 1 3 Open the All Computers folder in the Tree View and select the required Group Choose Group Power On from the Control Window drop down menu Or Right click on the Group and choose Power On Or Click the Manage icon on the Control toolbar and choose Power On The Client workstations will now Power On Client Powe
174. he thumbnail settings The Tree View The Tree View provides an explorer like structure for creating displaying and organising NetSupport objects such as Clients and Groups The List View The List view displays the contents of the currently selected folder in the Tree View You can switch the display mode between large and small icons detailed view or thumbnail view The information within the List view can be customised to show specific information relevant to you 57 NetSupport Manager v11 my Active T Shows all connected computers Help Requests Glients requesting help T vPro Management PCs with Intel c vPro tm Technology Remote Networks computers cated on remote networks Internet Gateways NGI creas cree ves te rere 9 Automation Automate common tasks on computers P All available computers L Ey 3 F F All Computers 5 Clients Name User Name Status Tran Address Client Version Client Platform x m All available computers 4 cutie Sales 2 Clients a EM wviaa2 Local TCP IP gt 10 0 0 249 5190 nvh142 NSMV11 0034 Windows 2000 Support 4 Clients vE jane A vaje Connected TCP IP gt 10 0 0 227 5190 invh288 NSMV11 0034 Windows xP aia Auto Group 5 Clients cients grouped by predefined criteria E rtor1 Local TCPMP gt 10 0 1 88 5405 mvh142 NSMV10 60 6 windows vista vE marken By Administrator Connected TCPAP gt 10 0 0 71
175. hlight the Group you want to remove Clients from and right click Or Choose Group Properties Members Tab from the Control Window drop down menu Select the Client s you wish to remove from the Group and click Remove When you have finished adjusting the members of your Group click OK Note To move a Client to a different Group right click the Client icon and drag amp drop to the new group This will remove the Client from all levels in the previous group 289 NetSupport Manager v11 Setting Group Properties Having created a Group you may be required to review or change its name description or members To adjust a Groups Properties 1 Highlight the required Group from the Tree View 2 Right click on the Group and choose Properties Or Choose Group Properties from the Control Window drop down menu bar 3 The Group Property sheet will be displayed The Group Property Sheet has two tabs General Shows the name and a description of the group you can also customise the appearance of the client icons Members Lists the Clients in the Group 290 NetSupport Manager v11 Remote Communications In this chapter Learn how to use NetSupport Manager s comms options enabling you to reach the remotest of Clients 291 NetSupport Manager v11 Remote Communications Overview NetSupport Manager supports communications over modems the Internet ISDN or direct serial links on all prot
176. i a E E anaE a EE HEE 234 Terminal Services SettingS ssssrssssrsrsererrrrsrrersrrersrrersrrerrrrere 235 Configuring the Control sssssssssnnnnnnnnnnnnnnnnnnnnnnnnnnnnnn 237 Configuring the Control cc cece cece ee eee eee eee teen eee nae 238 Multiple Control Profiles cece cece eee need 240 Adjusting Client Settings for a Control SESSION cccee ene ea eens 241 General Settings s uoe clade a ds Sailor eat ds A Oa TE 242 6 NetSupport Manager v11 CONNECtIVIty Option Ssi erie dn fede a a eee cate Ped ca Ea a 243 Set TCP IP Connections 005 s 0ss cece ere E NEE ee ere 243 Set IPX CONNECTION vse eae tes tease tara a iania AE UE aida os 245 Set NetBIOS Connection cc cece cece eee eeeeeeeeeeeeeeeeeeeeeeeaes 247 Set ALIP Connection niece iced iad pide getline Mavi a 248 Remote Dialup SettingS c ccc e eee ee eee ee nett e eee eae 249 Advanced Settings essais io en HEE este eens eases ea EEEE a 251 Securty OPtiNS irs nge a E aE aa e A PATEE 252 Security Settings rar nicin marrera rE EET E AEE a pT 252 Event Logging seis ies cve ii a EAA A EI EA eee 254 Replay File Simaia a a E eee DEAETE 255 serPermisSsSioNS rocii Ar NE SATE O E ER wan 256 Start p SettihNg Ssa i aN eee SARA A aed 257 Remote Control SettingS cccecee cece eee tenet 259 View Settings coco aan aa ill oo PANS of enna nei aD pended Seldtlerevncbleg ts 259 Keyboard Mouse SettingS cccce
177. ia the Install Properties General Tab enables you to specify the properties for the installation The information is stored in a parameter file NSM ini Install Configuration Options Untitled File Help N Client Install Desktop Icons Control r Install Start Menu Items M Reset Video Driver I Tutor E F Student I Configurator M Control Sd isto Control I Remote Deployment Utility r I Scripting r r Run Client Configurator to create the client strings and paste into the box below Client Parameters Install Directory Leave blank for default OK Cancel Check the relevant boxes to indicate which NetSupport Components will be installed Choose whether to create a desktop icon for the Control and the School Tutor and Start Menu icons for the components you are installing Client Parameters Optional If you have created a particular Client Configuration file for use after the installation specify the path and file name here Depending on the location of the file you may need to provide a set of User Credentials name and password to give Clients access to the file In order to specify the parameters in the correct format it is suggested that you create them in the NetSupport Client Configurator and copy them to this field 32 NetSupport Manager v11 Leave the field blank if you are installing from your distribution copy or if you want to use the default Configuration file contained in t
178. ideo driver resetting 177 video player 131 control panel 133 video skipping 260 view modes 105 view settings 109 View Window 103 use small toolbar icons 103 viewing 105 blank Client screen 107 configure default mode 258 maximising view area 106 335 NetSupport Manager v11 multiple screens 107 scale to fit 108 use explorer to initiate 168 view modes 105 view settings 109 vPro 93 Ww WAN IP subnet browsing 74 IPX subnet browsing 76 subnet browsing 74 understanding IP addresses 315 understanding IPX addresses 316 whiteboard 156 Window chat 158 336 Client Main 173 Control Main 56 deploy 37 file distribution 150 file manager 153 file transfer 139 inventory 308 scan 112 view 103 Windows 2000 security 186 Windows CE 50 Windows explorer integration with NetSupport 168 Windows Vista installation 21
179. iew and choose the Inventory option However if you subsequently want to refresh the inventory you do need to connect to the target PC The Inventory Window The Inventory Window is the primary interface for accessing the wealth of information that NetSupport s inventory feature provides Inventory INVH142 DEK Fie View Window Help bb ib Rel Print Export Hardware Inventory Summary INVH142 Last Updated 22 Mar 2010 15 46 48 System Overview Name INVH142 Manufacturer ASUS Operating System Windov 2000 Professional Domain Workgroup UK Service Pack Service Pack 4 Version 5 0 2195 Registered User NetSupport SS Physical Memory 512 Me A Model A7V8X MX SE Serial Number 51873 335 1240392 09898 Organisation NetSupport Ltd System Language English United Kingdom System Time Zone GMT GMT Standard Time Logged on User pcijle Direct X version 7 0a System Enclosure Desktop Motherboard Processor AMD Athlon tm Clock Speed 1250 MHz Processor pem The Window is organised as follows The Title Bar This displays the name of the remote Client PC or if a Client was not selected the Local machine whose system inventory is being viewed The Menu Bar Contains a series of drop down menus that can be used to access the various tools and configuration utilities 309 NetSupport Manager v11 The Toolbar The Tool Bar contains shortcuts to many of the most frequently used tasks and to
180. ile SETUP EXE 3 Create and copy a valid NSM LIC file to this folder If a License file is not present in the folder when running the install NetSupport will be installed using the default Evaluation license 4 Create and copy a CLI ENT32 INI file to this folder Note You can make the network folder read only to avoid the configuration being altered by unauthorised users To Install NetSupport from a Server onto individual workstations 1 At the required workstation navigate to the network folder containing the NetSupport Manager setup files 2 Run Setup exe 3 Follow instructions on Starting the Installation 30 NetSupport Manager v11 Silent Unattended Installations On Windows XP 2000 and NT NetSupport Deploy enables you to pre configure a NetSupport installation and remotely deploy it to multiple workstations For Windows Me 98 95 and if required XP 2000 and NT you can perform a similar Silent Installation by editing and running the relevant files manually To perform a silent install 1 Create a distribution copy of NetSupport see Creating an administrative Network installation containing the required NetSupport installation files To determine the properties for the Installation run INSTCFG EXE from the NetSupport program folder The Install Configuration Options dialog will appear See The Install Configuration Options dialog section below for a full description of this dialog Y
181. ile 2003 and above Strong ARM processors ActiveSync WiFi wireless LAN capabilities Device RAM 32Mb 64Mb Recommended Storage Minimum 2Mb full Install 1OMb required Windows CE Processor Strong ARM processors X86 Compatible Operating System Windows CE 4 2 or above ActiveSync capabilities Device RAM 32Mb 64Mb Recommended Storage 5Mb free space required 20 NetSupport Manager v11 Starting the Installation Insert the NetSupport Manager installation CD into your computer and let it autorun If it does not autorun run the NETSUPMENU exe command from the CD Click the appropriate language from the menu and select the option to install NetSupport Manager Select which installer to use setup exe or MSI file this is available at www netsupportmanager com If an Active Directory deployment is required you will need to install using the MSI file Notes If you are upgrading Windows NT to Windows 2000 XP or 2000 to XP you must ensure that you de install NetSupport Manager prior to upgrading the operating system NetSupport Manager can then be re installed once the operating system upgrade has been completed e When installing make sure that you are logged in as an Administrator While performing the installation Help can be accessed at various stages of the process if required NetSupport Manager Setup Program The Setup program Welcome screen will appear if NetSupport Manager InstallShield Wizar
182. individual or multiple Clients or display a selected Client s screen to other Clients Remote Client Hardware Software Inventory Powerful hardware software reporting combined with real time status information for applications in memory processes running and installed services provide all the key information needed to assist in speedy problem resolution Over 50 items of information are collected specifically about the hardware or environment of the Client PC Launch Applications Launch an application on one or all Client workstations at the press of a button Multimedia NetSupport provides full Audio and Video Support Help Request Clients can raise requests for help The Control is instantly alerted to the Clients need for assistance via a pop up box on their screen 14 NetSupport Manager v11 Power Management Remotely logoff and shutdown Client workstations to minimise power consumption Scripting NetSupport includes a powerful integrated Scripting Language and Scheduling Suite that enables you to make use of all of its functions in unattended mode Remote Communications Take control of workstations on remote LANs WANs or standalone workstations via Dial up Modem PSTN ISDN Internet or Direct Serial Link Desktop Integration with Explorer NetSupport Manager integrates directly with explorer allowing you to launch key functionality direct from your system without needing to first start NetSupport Comp
183. inform you that NetSupport is trying to connect to the named Client If the connection attempt is successful the Active folder will be opened and the Client Details displayed in the Client Status You can then View it or conduct other one to one or group tasks 72 NetSupport Manager v11 Notes e If you are using TCP IP the address is in the form gt 192 168 100 20 e If connecting by User Name and more than one Client machine matches this criteria a list of Clients will appear for you to select from e If you are using the IPX network transport the address is in the form gt 000001 12345678 e If you are using NetBIOS the Client PC s address is the registered NetBIOS network name of that PC Connecting to Clients on different Protocols NetSupport supports connecting to Clients on multiple transports The four supported transports are IPX TCP IP NetBIOS and HTTP Within NetBIOS there are 8 logical adapters Transports can be configured and tested within the Connectivity option of the Basic or Advanced Client Configurator When the Control performs a Browse it looks over all configured transports Highlight the desired Client and select Connect from the Client menu Connected Clients on different transports happily coexist within the Control Operations such as File Distribution Show and Scan work over different transports If you know that you only have Clients on one particular transport then the Control will
184. ing Replay Files In Directory User Permissions j a Remote Control 4 P Control interface File Transfer Mi vPro File Locations e NetSupport Protect V Prefix Files With Client Name Record Replay Files Check this option to enable the recording of Replay Files A Replay File will be created each time the Control views a Client PC I nclude Audio In addition to recording the screen mouse and keyboard activity if Client machines are configured for audio you can include any narration that takes place Prefix Files With Client Name In order to identify each Replay File filenames are prefixed with the Client Name and the date time of the recording Alternatively by unchecking this box the files will be named sequentially in the format 00000001 rpf etc In Directory Specify where the Replay Files should be stored 255 NetSupport Manager v11 User Permissions These settings restrict the items that a user running a configuration can modify Only if this configuration is running as an NSM Administrator can you restrict the privileges of other users Settings for Configuration Standard amp General Pemit a user of this Configuration to E a Connectivity V Act as an Administrator amp Security amp Settings Event Logging B Replay Files E Remote Control E p Control Interface amp File Transfer e vPro e File Locations a NetSupport Protect Permit
185. irewall To enable NetSupport Manager in the Windows Firewall Configuration 1 Download the CFCONFIG EXE File link at www netsupportsoftware com support 2 Run this utility on a machine with NetSupport Manager Installed using the following command ICFCONFIG e NSM 3 This will create all the required entries in the Windows Firewall Configuration to allow NetSupport Manager to function correctly The ICFCONFIG utility can also be used to remove a NetSupport Product from the Windows Firewall Configuration see our website at www netsupportsoftware com support for all the ICFCONFIG Command line options 36 NetSupport Manager v11 Starting NetSupport Deploy 1 Select NetSupport Deploy from your NetSupport Program Group 2 The NetSupport Deploy main Window will appear NetSupport Deploy Main Window NetSupport Manager Deploy DER Fie Deploy Tools View Help M Network Log Files security o A m Mill Microsoft Windows Network Mi Bcc fi DEMO Milt DEVELOPMENT Settee ad a laa a a a Mili MSHOME Mili NETSUPPORT i su T risov E a E E wg PCIRVDW XP PS 4A6C83 SHEIKH TESTRUSSIAN VIRTUALXP BCCC21 INVHO46XP INVH331 2003 MAC002241 MARKETIN MATT S IP NSLBUILDOO2 NSLLIVEOO1 NSLPOSXP NSLSIC NSLSQLOO4 PCIGME VISTA a Milt TCP IP Network The Deploy Main Window is divided into the following sections Menu Bar The menu bar contains a series of drop down menus that can be used
186. ity 271 viewing Clients 105 remote controlling a Client 105 334 via explorer 168 remote deploy utility 34 remote install a Client configuration 43 a NetSupport license file 44 a NetSupport package 39 log files 48 remote uninstall 45 renaming Clients 284 replay files create for all clients 136 create for selected client 136 enable at Client 217 enable at Control 254 record local activity 135 recording 135 showing 122 138 watching 137 requesting help 176 restarting a Client 304 S scale to fit 259 show window 224 scale to fit mode 108 Scan Window 112 scanning Client screens 110 individually 110 multiple 111 screen capture 112 screen scrape set at Client 221 set at Control 258 scripting 300 creating a 301 running 302 scheduling 302 starting the editor 301 scrollbars in show window 224 security using effectively 313 security at Client connect options 210 disconnect options 212 enable smartcard logon 209 event logging 218 force encryption 210 set access privileges 199 201 set password 197 NetSupport Manager v11 set set security key 197 user acknowledgement 206 user validation 204 using log files 218 security at Control 251 compression 252 encryption 251 event logging 253 password 251 replay files 254 user permissions 255 using log files 253 security key 251 send physical fonts 221 serial link 295 services at Client See inventory settings
187. k OK The tool will be listed Click Edit to change the properties of a listed Tool or Delete to remove the Tool 120 NetSupport Manager v11 To run a Tool 1 2 3 Choose Tools User Defined Tools from the Control Window drop down menus or Click the Tools icon on the toolbar if available Select the tool you wish to run The Tool will automatically run To copy User Defined Tool Settings to other Control workstations 1 2 3 4 From the Control Configurator select File Locations The Tools file section click on the Change button Specify and alternate location or name for the Tools file Make this file available to Control workstation that is going to adopt this Tools file From the workstations Control Configurator File Locations Tools file section click on the Change button Select the new Tools file click Open The new Tools file will be implemented 121 NetSupport Manager v11 Showing the Control screen to Clients As well as enabling you to remote control Clients NetSupport allows you to show your screen to a selected individual Client a pre defined group of Clients an ad hoc selection of Clients replay files can also be shown to Clients Notes During a show NetSupport displays in real time all actions undertaken by the Control In addition the Control has the option to enable Hotkeys ensuring that any key combinations e g CTRL V used by the Contro
188. k number of the IPX network to which it is attached 1 From the Client main Window select Help About the Client 2 Click Transports The IPX address is shown in full Make a note of the network portion of this address it will be required when configuring the Control 317 NetSupport Manager v11 Using Command Line Instructions The NetSupport Control program PCICTLUI EXE can be called from the command line A range of parameters are available enabling you to create shortcuts to many commonly used tasks Using these parameters you can for example create different Control profiles set up a connection to specific Clients and then create a desktop icon to automatically execute the commands when required NetSupport Command Line Options At the command line run PCICTLUI exe from the NetSupport Program folder followed by the appropriate parameters N_ Loads a specific Control Configuration Created using Tools Configurations from the Control Window drop down menu Note When using control configuration profiles it is advisable to password protect the configuration and keep the standard configuration unchanged to avoid locking yourself out of the control Syntax PCICTLUI NPROFILE NAME where profile name the stored configuration name F Used with N restricts the control to only use the specified profile By including this parameter you prevent the Control User from being able to alter or add c
189. ktop Manage File View Client Function Create a new Client Group Remote Network Script Object or Gateway Connect to the selected Client or Group of Clients Disconnect from the selected Client or Group of Clients Search the Network for available Clients Perform a number of remote operations at the selected Clients Launch the Remote Command Prompt display a hardware software Inventory Chat with the Clients Send a Message and Execute a program at the Clients Perform a variety of Remote Control tasks View Client screens Show the Control screen to Clients Scan Client screens Playback or Record Replay Files Manage the selected Client PCs Reboot Logout Send Ctrl Alt Del Power On and Power Off the Client PCs Access the various File Folder Management options File Transfer Distribution and Manager View the selected Clients screen 61 NetSupport Manager v11 Inventory Retrieve a hardware software inventory for the selected Client machine U S Show Show your screen to the selected Client s LES Properties Display the Properties for the selected Client or Group 2 Settings Change the Settings for the current a Configuration These buttons can be added to the toolbar as and when required Button Name Function np Add to Group Add the selected Client to a new or S existing Group gy Announce Send an Announcement to the selected Client s Available This Control is available to rec
190. l For example a workstation running a Client may have a description allocated by you such as Sales 2 This workstation may move to the Accounts department and as such you wish to rename it as Accounts 3 To Rename a Client 1 Open the All Computers folder in the Tree View and select the required Client 2 Choose Client Properties Details from the Control Window drop down menu bar Or Right click on the Client icon and choose Properties Details Note This only changes the stored name on the Control It does not affect the physical name of the Client that will be displayed at another Control or if you do a Browse The Details Tab Details about the person responsible for the Client workstation and descriptions are displayed here All of these fields are optional Display Name Use the Display Name to provide a friendlier name for the Client to be displayed at the Control By default the physical Client name is used 285 NetSupport Manager v11 Description Enter a description for the Client or some notes that may help in the future Contact This is the name of the person responsible for the maintenance of the Client workstation This is particularly useful on WAN s where one person may not be responsible for all Clients Phone Number This is the contact telephone number for the person responsible for the Client workstation as supplied above Mac Ethernet address Store the Mac Ethernet address
191. l Users to connect only if they have specified the same key as at the Client Security NSM Client Configurator TCP IP HTTP User Names Access Privileges Add User Restore Save 324 NetSupport Manager v11 Usernames Usernames are used for setting the valid USERID and Password for Control Users when they connect to the Client The USERID is also used to determine which Client Profile will be applied You can enter multiple USERNAMES each with its own password You do this by clicking on Add User and adding the individual UserNames and passwords By entering specific Usernames and Passwords the Client will restrict access to Controls entering a matching Username and Password when connecting Note Rather than continually prompt the Control User for a username a default ID can be set in the Control Configuration General settings Minimum level of Encryption Choose the level of encryption to be used while a Control is connected Allow more than one Control to connect at a time NetSupport allows multiple Controls to connect and view the Client simultaneously This is useful for Group Working Checking this option enables the function Access Privileges NSM Client Configurator TCP IP HTTP Security M Disable Watch i Disable Reboot M Disable Share x ble Message M Disable Shutdown M Disable Control M Disable Inventory Restore Save Disable
192. l during the show are also visible to the Clients If using a mixture of key combinations e g ALT V T NetSupport will only display two consecutive keystrokes at any one time The key combinations will not appear if your taskbar is not active When showing the Control screen to Clients the screen information is sent to each Client machine in turn In some network environments where there is limited network bandwidth available or when showing to larger numbers of machines this can affect performance In these circumstances NetSupport s Broadcast Show facility can be enabled see Configuring the Control Connectivity This results in the screen information being sent to all machines simultaneously thus improving the speed of transfer Whilst reducing overall network traffic generated by NetSupport using this feature will generate additional broadcast packets on your network It is recommended that you consult your Network administrator before using this feature The broadcast show feature is only supported in version 7 10 or higher To Show a Control screen 1 2 Select the connected Client you wish to Show to Choose Tools Show from the Control Window drop down menu Or Click the Desktop icon on the Control toolbar and choose Show 122 The Show Configuration dialog will appear NetSupport Manager v11 NetSupport Show Ready to start showing to Client jane These Clients Name MM inviw142 v E jane
193. l user from being able to use NetSupport s printer re direction function Disable Registry Access The Script function and later versions of NetSupport Manager include a function to enable a Control user to remotely manage and edit the Registry on NetSupport Clients Setting this option will disable that function Inventory These options are disabled by default un check to enable the facility If enabled the following tasks can be performed when viewing the Hardware Software Inventory of a selected Client Note If a Client is not selected the task will be performed at the Local machine Disable Close Applications If checked prevents the Control being able to close a currently running Application or Process Disable Service Management If checked prevents the Control being able to stop or start a Service at the Client machine 204 NetSupport Manager v11 User Validation a Connectivity User Validation Security Usemames wildcard EE Access Privileges amp User Acknowledgement Smart Card Connect Disconnect Protect Configuration Fie Transfer Replay Files Event Logging Active Directory Options Remote Control Authenticate User and Password with Active Directory E P Client interface Profile Options Teminal Services NT Options Authenticate User and Password with NT Always Prompt for Usemame and Passwor
194. le Clients in scaled windows which may cause their screens to be unreadable Multiple Client screens can also be scanned in one Scan Window Scan one Client screen at a time 1 Choose Tools Scan from the Control Window drop down menu or Click the Desktop icon on the Control toolbar and choose Scan 2 The Scan dialog will appear NetSupport Scan Scan the following Clients Name vi gt jane w MARKETINGTESTPC Removing the check mark next to a Client excludes it from the Scan Scan Interval y Short 24 seconds O Display one Client at a time Display multiple Clients at a time 3 Specify which Clients to Scan by removing or including the check mark next to the Client name Select the Scan interval Select Display one Client at a time Click Scan The Scan Window will appear and immediately show you the first Client in the sequence It will cycle through the selected Clients showing their screens on the Control until you end the Scan AON Or Note If you want to start scanning from a particular Client select their name in the Scan dialog 110 NetSupport Manager v11 To end a Scan 1 Choose Scan Close from the Scan Window drop down menu Scanning Multiple Client Screens Multiple Client screens can be scanned simultaneously in one Scan Window To Scan multiple screens simultaneously 1 Choose Tools Scan from the Control Window drop down menu or Click the Desktop
195. lections You can edit these if required Click Deploy to start the deployment 47 NetSupport Manager v11 Log Files When using NetSupport Deploy information about each deployment whether a package install license update configuration download or uninstall is recorded This provides a useful reminder each time you use the utility of what you have previously deployed The information is stored in a Log File To view Log Files 1 From the NetSupport Deploy main Window select the Log Files tab NetSupport Manager Deploy File Log View Help Wi Network Log Files Psecurity TOR B Log Files NetSupport Manager S f8 Mon Mar 22 11 01 02 2010 g S Deployed To E NvH288 S ff Mon Mar 22 11 00 21 2010 p Deploy Log Mon Mar 22 11 01 02 INVH288 Checking Client Version Mon Mar 22 11 01 02 Checking INVH288 Client version Mon Mar 22 11 01 03 None detected Mon Mar 22 11 01 03 INVH288 Retrieving platform information Mon Mar 22 11 01 03 Retrieving platform information for INVH288 Mon Mar 22 11 01 12 INVH288 running Windows XP Mon Mar 22 11 01 13 Copying NetSupport Manager to INVH288 Mon Mar 22 11 01 13 Mon Mar 22 11 01 13 INVH288 Copying NetSupport files to machine Mon Mar 22 11 01 23 Mon Mar 22 11 01 24 Installation started on INVH288 Mon Mar 22 11 01 24 Mon Mar 22 11 01 24 Mon Mar 22 11 01 24 NetSupport Manager sent to 1 machines Mon Mar 22 11 01 29 INVH288 Installing NetSupport on
196. licence details Please note that all entries are cAsE sEnSiTiVe When you have entered the correct licence details click GENERATE You now have a fully licensed copy of NetSupport Manager 28 NetSupport Manager v11 Advanced Installation In this chapter How to prepare and run silent installations across a network Using the NetSupport Deploy utility to perform multiple installations Installing a NetSupport Client on Pocket PC devices Installing a NetSupport Client on Linux Platforms 29 NetSupport Manager v11 Creating an administrative network installation An administrative installation distribution copy of NetSupport Manager is designed to assist administrators to install NetSupport on Networked PCs where the installation media or License details may not be readily available and it is anticipated that a number of installs will be performed either at once or over a period of time This type of installation can also be preconfigured to setup NetSupport Manager with certain options therefore ensuring that all NetSupport installations are configured the same Once created the distribution copy can be used when performing a Silent Installation or as part of a NetSupport Deploy routine To Setup a distribution copy of NetSupport on a Server 1 Create a folder on the network that is accessible to all PCs that you may want to install on 2 Copy from your original source media CD or download the f
197. ling NetSupport packages on multiple workstations a quick and easy process However while we endeavour to ensure that there are no limitations or incompatibility issues in the use of the software it is recommended that a trial deploy is performed on a small number of workstations to ensure there are no conflicts with other similar products such as remote control or desktop security packages In addition for added security and protection you must have appropriate administrator rights for the machines you are deploying to 35 NetSupport Manager v11 Deploying on Windows XP To enable you to deploy NetSupport on Windows XP Professional you need access to the Admin share on the remote machine in order to transfer the package to be deployed By default there is no access allowed to Admin share To enable Network access 1 In Administrative Tools select Local Security Policy 2 Select Security Settings Local Policies Security Options 3 Select Network access Sharing and security model for local accounts 4 Alter the setting for this policy to Classic local users authenticate as themselves The Admin share will now be available and you can deploy as normal If upgrading from Microsoft Windows XP Service Pack 1 to Service Pack 2 Windows Firewall will by default block all Network activity produced by NetSupport Manager To enable NetSupport to function correctly we have provided a utility that will configure Windows F
198. ll appear Deploy Summary This is a summary of the options you have selected Check the details and click Deploy to start You can change the properties of the deploy by clicking Properties Type NetSupport Manager Package Description NetSupport Manager Deploy License Details Licensed to EVAL for 10 Clients Deploy Setup Files C Program Files Net Support NetSupport Manager Deploy Product Version Parameter File This dialog provides a summary of the options you have selected for the deployment Click Properties to amend the information for the deployment 3 The Install Properties dialog will appear 39 4 40 NetSupport Manager v11 NetSupport Manager Install Properties General Options Acknowledgement Message Restart Description Click Browse to specify the NetSupport Manager installation source folder NetSupport Manager Version V11 00 0000 Install Parameters File NSM ini To amend the properties for the deployment select the relevant tab General Tab Used to specify the NetSupport package to deploy and which components are to be installed The description for the package will be set to NetSupport Manager By default the location of the package to be installed is set to the Deploy folder where the NetSupport Manager package has been created Click Edit to specify the components to install The Install Configuration Options dialog will appear See the Install Con
199. machine 2 In the left hand pane of the main Window increase or decrease the Tree View to see a description of each type of deployment the date and time the deployment took place and the workstations that were deployed to 3 As you select an item from the left hand pane itemised information about that deployment will appear in the right hand pane Printing a Log File 1 Select the required Log File in the Tree View 2 Choose Log Print from the Deploy main Window drop down menu 48 NetSupport Manager v11 Deleting a Log File 1 Select the required Log File in the Tree View 2 Choose Log Delete from the Deploy main Window drop down menu 49 NetSupport Manager v11 Installing a NetSupport Client on Pocket PC Devices Support for Windows CE compatible devices is provided enabling installation of a NetSupport Client on Pocket PCs A NetSupport Manager Control can then connect in the usual manner and perform a range of remote control tasks such as Chat Message and File Transfer Note If required a NetSupport Manager Control can be installed on a Pocket device For full installation instructions refer to our download site at www netsupportsoftware com hirere Esepduts Notes Tasis i ishre Manda To Progromu gt saln Pe fnd Help Sharg Uresapced atout An MSI Installer can be used with Microsoft ActiveSync to install the Client on a Pocket PC Device that has Wi
200. memory at both the Client and the Control Setting this option enables you to tailor the cache size used for maximum performance The lower of the cache size set at the Client and Control will be used so you must set at both ends for this to be effective You can determine how efficiently the cache is working by selecting Help About Cache from Client View Window at the Control This will display statistics of hits etc Max Colour Depth The higher the colour depth at the Client the greater the volume of data that needs to be sent to the Control for each screen update Restricting the Colour depth will improve performance on slower links Note The settings here will override the colour depth setting in the Control Configuration Inactivity Time Out When a Control connects to a Client it can prevent other Controls from connecting to that same Client unless the Allow Multiple Connections option has been set 223 NetSupport Manager v11 If the operator at the Control forgets to terminate the connection then a case might arise where other Control operators who need access are locked out Setting this option means that if a connected Control has not carried out any mouse keyboard or file transfer activity for the specified period the Client will assume that the connection is no longer required and disconnect automatically It will then be available to other Controls Enable DVD Playback and Direct 3D support Win 2000
201. mence the installation A progress dialog will appear enabling you to monitor the deployment as it installs on each workstation Deploy NetSupport Manager Log Status Checking INVH288 Client version None detected Retrieving platform information for INVH288 INVH288 running Windows XP Copying NetSupport Manager to INVH288 Done Installation started on INVH288 NetSupport Manager sent to 1 machines Operation complete Installation pending on 1 machines The dialog has two tabs Log Tab enables you to monitor the deployment as it reaches each workstation Status Tab lists the stage the deployment has reached on each workstation For example the installation may be complete on one machine but still in progress on another Click Close to return to the Deploy main Window when the installation is complete NetSupport Manager v11 Deploy a Client Configuration Using NetSupport Deploy you can remotely deploy a Client Configuration file containing specific Client settings For more information on Configuring Clients see the Configuring the Client section of this manual 1 2 10 11 Select the required workstations Choose Deploy Client Configuration from the Deploy main Window drop down menu or Right click on the selected workstations and choose Deploy Client Configuration The Deploy Summary dialog will appear Click Properties to enter the details for the deployment Click Browse to
202. mpact Disc E me b File Folder G mm Removable Disk F iici Eo EE Removable Disk G HfOocuments and Settings le Folder E marketing on 10 0 0 14 T common Cascading Style Sheet Document Firefox Document lt E fient invizse Contents of C W E Remote Computer INVH288 A Name a File Description BB Desktop Documents config msi File Folder Previous Directory et Drive A Documents and Settings File Folder H eel C i Drivers File Folder Compact Disc D E Compact Disc D Lal 1000hb File Folder mal Data E i Literatures on NSLFILEOO2 L Ll nsm_pos File Folder E E Commons on NSLFILEOO2 M Program Files File Folder i delvery on paifle01 N LRH File Folder a il OFFICE on uk pci aroup Data 0 Ready 32 Files 125 442 889 bytes The File Transfer Window is divided into five sections The Title Bar This shows which Client this particular File Transfer Window is working with The Menu Bar The menu bar contains a series of drop down menus that can be used to access the various tools and configuration utilities The Toolbar The Toolbar contains shortcuts to many of the most frequently used tasks and tools Double clicking on an individual item takes you straight to that task or function eliminating the need to work through the drop down menus Positioning the cursor over an icon will display a brief description of its function 139 Ne
203. mpt for Additional Information when connecting If this box is checked you will be required to supply a reason for connecting to a Client workstation This is sent to and displayed at the Client so that the user knows why you are connecting when the Client has User Acknowledgement enabled Try Last Username before displaying login Prompt Remembers the username and password attached to a named configuration and will attempt to login using this information Use Compression Check this box to enable the use of compression When you are communicating with a Client whether it is a File Transfer View or chat session the data being sent and reviewed will be compressed This also provides a means of security as the data will also be encrypted Use Encryption With encryption turned on all the information that is sent between the Control and Client is very difficult for others to read NetSupport offers a range of encryption options ranging from 56 Bit DES to 256 Bit AES enabling you to find the necessary balance between security and performance The higher the level of encryption the higher the potential for decreased performance 253 NetSupport Manager v11 Event Logging This property sheet enables a NetSupport Control to record in a text file the actions it has performed while remote controlling a Client This may be useful for maintaining a history of how often a particular Client was connected to and for what purpose Setting
204. n is disabled in Windows TAPI Setting e Limit the colour depth to 16 colours This means that all images sent from the Client to the Control are 16 colour only A high colour bitmap can be 2 or 3 times the size of a 16 colour bitmap This will improve performance with the only side affect being that images won t look as good 292 NetSupport Manager v11 Run the Client in a reasonably low resolution The lower the resolution the less information the Client needs to send If you can work at 640x480 or 800x600 then set the Client to this The Control doesn t have to be at the same resolution as the Client Setting up Remote Communications The sequence of events for establishing a remote communications link is At the Client Remote End 1 Turn on the modem 2 Load the Client Bridge This process can be automated so that the Bridge is automatically loaded when NetSupport is initialised See Client Configuration Dial in Bridge Settings At the Control 1 Turn on the modem 2 Start NetSupport Control program and choose Network Remote Dial New 3 The Add a remote Network dialog will be displayed This dialog prompts you through the process of creating a remote Network profile You must enter the following information e The Name that the connection will be known as e The Telephone Number of the NetSupport Bridge to Dial e The Transport IPX NetBIOS or TCP IP to be used Once a dial up or serial link
205. nd to a particular Control User and what functionality they will allow that Control User to have For example one Control User may be allowed to View the Client in Watch only mode while another may be allowed full functionality including File Transfer You can even set up the profile to pre determine exactly what file access a Control User will have A profile set at the Client overrides a profile set at the Control Security is therefore always ensured 186 NetSupport Manager v11 When connecting to a profiled Client the Control User will be prompted for a UserlD and a Password The NetSupport Client will then interrogate the first matching Profile in its current configuration file to determine what level of functionality has been assigned to that Control User Master Profile Each configuration file must contain a Master Profile This is the standard profile and is the one used if you only set a Basic Configuration Whatever is set here will by default apply to all other Profiles you create However you can then amend those profiles to enable or disable particular features for Control Users whose USERID and password match those set in the Profile As the Master Profile is the first one that the Client checks you should always set maximum security features here to avoid leaving a security back door open The Master Profile is also used for setting a number of Global Parameters that apply across all individual Profiles In
206. nding 161 power management 98 quick connect 72 reboot 101 recording replay files 135 scanning clients 110 security See security at Control set name 241 showing a Client s screen 126 showing the Control screen 122 NetSupport Manager v11 starting 55 user defined tools 120 video support 131 viewing a Client 105 Control configuration create desktop icons 239 multiple profiles 239 control configurator vPro 278 Control Configurator 237 advanced settings 250 audio settings 267 configure interface settings 268 connectivity options 242 Control interface settings 268 event logging 218 253 file locations 279 file transfer settings 216 275 general settings 241 help request settings 273 keyboard mouse settings 262 print capture settings 264 protect configuration 214 remote control settings 258 remote dialup settings 248 replay files 254 restrict functionality 271 security settings 251 set HTTP connection 247 set IPX connection 244 set NetBIOS connection 246 set TCP IP connection 242 startup settings 256 terminal server settings 92 user permissions 255 control panel video player 133 Control Window 56 hide options 268 list view 68 toolbar customise 59 tree view 65 Ctrl Alt Delete 102 customisable display text 206 212 232 customise toolbar 59 cut and paste remotely 166 D database Client adding 283 deleting 284 properties 286 renaming 284 default settings
207. ndow Help Stop Microsoft Windows Version 6 0 6001 Copyright c 2006 Microsoft Corporation All rights reserved iC Windows system32 gt The Window is split into two frames The Input Frame at the bottom of the window which can be resized if required and the output results frame at the top A range of tools are available via the drop down menus and toolbar enabling you for example to clear the output window and change the displayed font 170 NetSupport Manager v11 While the window is open each command is stored by the Control enabling you to recall previous instructions that you may wish to run again Either scroll through the entries using the up and down arrow keys and press enter when the required command is displayed or press F7 to show all commands in a window Click on the required command and press enter A maximum of 50 commands are stored To clear the history press F8 Once the Control closes the Remote Command Window the history is cleared automatically 171 NetSupport Manager v11 Using the Client In this chapter How the remote user can interact with a connected Control 172 NetSupport Manager v11 The Client Main Window When a Client double clicks on the NetSupport icon on their task bar or presses the hotkeys Alt LShift RShift the Client main Window appears From here a Client can Initiate a Chat session with a Control Request Help from a specific Control
208. nections if specific TCP IP ports have been opened On occasions you may find that a direct connection between a NetSupport Control and Client is blocked because the Firewall s they are protected by are configured to prevent outgoing connections on all but the standard TCP IP ports A NetSupport Gateway solves this problem by acting as a third party that sits between the Control and Client the HTTP protocol rather than TCP IP being used for communications Notes e Client and Control configurations can have both TCP IP and HTTP enabled simultaneously thus ensuring that local connections are still valid e Inversion 9 10 Port 443 was introduced as the default for HTTP communications 3085 being used previously Gateway settings will be preserved for existing customers who subsequently upgrade enabling 3085 to continue to be used but there may be scenarios when upgraded Controls and Clients will need the HTTP Port manually reconfiguring to ensure compatibility 77 NetSupport Manager v11 Gateway Installation and Configuration The Gateway is designed to run on a machine that is accessible from both the Client and Control It must therefore have a fixed or static IP address The Gateway can be installed as a standalone component on the machine you wish to use or along with other NetSupport components Note You can also configure NetSupport to communicate via Proxy Servers if used To install the Gateway compone
209. nfiguration dialog You can also load the Configurator from the command line by entering the appropriate parameters For example c program files netsupport netsupport manager pcicfgui exe If School Components have been installed you can load the NetSupport School Client Configurator by entering c program files netsupport netsupport manager pcicfgui exe s Note When performing a custom installation the Configurator Component must have been selected for this option to be available The Client Configurator enables you to set all the possible options for the Client It also enables you to test the Network to ensure that the Network stack that you are attaching the Client to is installed and operating correctly You can run the Configurator in two modes Basic or Advanced Some of the options are accessible in both modes Basic Client Configuration Basic Configuration is used for standard settings such as the Client Name the transport s that it will use and simple security such as password and security keys Note Basic Client Configurations can also be set as part of the NetSupport installation process Choose this option if You are using the Client Configurator for the first time You only wish to set simple security and configuration options You do not need to create multiple profiles for different Control Users who might connect to this workstation 180 NetSupport Manager v11
210. nfigure which options will be enabled when you start a View Session Note If you edit the Client Settings the changes you make only apply to that Client during the current Control session If you want to change the settings permanently check the Update Configuration box 241 NetSupport Manager v11 General Settings Use this property sheet to give the Control a specific name If left blank the machine name is used Settings for Configuration Standard e Identification e Connectivity Control Name amp Security e Remote Control amp Control Interface File Transfer vPro Default User ID Description File Locations e NetSupport Protect Send Message Title Identification Control Name The name which the NetSupport Control program uses when connecting to Clients to identify itself Under NetBIOS this name is registered in the NetBIOS transport Description Enter a description for this Control configuration Default User ID If User Validation is required before a Client connection can be made Control users will need to logon with a valid username and password Rather than continually prompt for the username a default ID can be set here The following variables can be used in order to default to the currently connected username userdomain username Send Message Title Enables you to add a customised title to the Send Message dialog 242 NetSupport Manager v11 C
211. ng NetSupport The user will receive a prompt and needs to click OK for the install to commence Users cannot cancel this e User can postpone NetSupport installation You can specify the number of times a user can postpone the installation If the user does choose to postpone they will be re prompted at hourly intervals or the next time they restart the workstation whichever comes earlier Message Tab You can specify a custom message to be displayed at each workstation while the installation is in progress Restart Tab These options are only applicable if the target PCs require a forced restart to complete the installation e Advise user to restart machine At the completion of the deployment a message will be displayed at workstations asking the user to restart the PC at the next convenient opportunity Do not choose if above Note applies 41 42 NetSupport Manager v11 e Insist user restarts machine A message will be displayed at workstations advising the user to restart the PC to complete the installation e Force restart At the end of the deployment a message is displayed advising users that the workstation will be restarted A time bar is displayed indicating how many seconds it is before the restart commences e Automatic restart if not logged on If the workstation being deployed to is not logged on restart will commence automatically Click OK to return to the Deploy Summary dialog Click Deploy to com
212. ng the appropriate configuration options e Local Recording e At individual or all Client PCs Recording Local Activity Activity at the local machine can be recorded and played back If required the Replay File can also be shown to remote Clients 1 Choose Tools Record from the Control Window drop down menu or Click the Desktop icon on the Control toolbar and choose Record 2 The Record Local Activity dialog will appear Record Local Activity In Directory C Documents and Settings Net Supp Browse Options C Include audio C Record physical fonts 3 Include Audio In addition to the screen mouse and keyboard activity if the workstation is configured for Audio you can record any narration that takes place Check this box to enable 4 Record Physical Fonts In order to reduce the volume of data being sent when sharing information of this nature NetSupport passes the font information by reference The target workstation will refer to it s own internal font mappings to find an appropriate match to the one that has been sent In most cases the same fonts will be available but if there are instances where this isn t the case you can send the full information Check this box to enable 135 NetSupport Manager v11 5 In Directory Specify where you want the Replay Files stored In order to identify each file filenames will be prefixed with Local and the date and time of the recording
213. nge the attributes of a file for example to read only To change a files attribute 1 2 3 Open a File Transfer session to the desired Client Select the File whose attributes you want to view or change Right click and choose Properties Or From the drop down menu bar choose File Properties The File Properties dialog will appear Check or uncheck the attributes you wish to set 144 NetSupport Manager v11 Print File Transfer List The File Transfer Window provides an option to print a list of files from either the local or remote pane This can be useful if a record of file transfer operations is required You can print a complete directory tree or file list or a selected area To Print a Directory or File List 1 2 Select the required Client in the List view Choose Client File Transfer from the Control Window drop down menu Or Select the File Transfer icon on the Control Toolbar Or Right click and select File Transfer Or If you are Viewing the Client choose Tools File Transfer from the View Window drop down menu The File Transfer Window to that Client will open In either the local or remote pane select the directory tree or individual file list to be printed Select View Print from the File Transfer Window drop down menu The Print Options dialog will appear Confirm whether you are printing a directory tree or file list and if it is the full list or selected area You
214. nipulate Client records are removed Hide Group List Check this box to disable all the display of Groups for security reasons The Groups branch is removed from the Tree View and all related menu items and Toolbar buttons are removed 269 NetSupport Manager v11 Hide Dial Directory Check this box to disable all Remote Network functions The Remote Networks branch is removed from the Tree View and all related menu items and Toolbar buttons are removed Hide Gateway Check this box to disable the Gateway function The Gateway branch is removed from the Tree View Disable Browse Check this box to disable the Browse function The Browse branch is removed from the Tree View the Toolbar button is removed and the related menu item is removed Use internal speaker for Beep By default the audible warning beep which can be sent between machines in functions such as Chat and View comes from the PCs internal speaker There may be occasions when it is more appropriate to use the workstations sound card to generate the beep through speakers in which case un check this box Hide Auto group List Allows you to remove the Auto Group function from the Tree view Hide empty auto groups Allows you to hide any Auto Groups that don t have any Clients associated to them Client List Read only Check this box to remove the ability to alter the Known Client List The Clients item is still available in the Tree View but you cannot mo
215. nt an audible beep will be sounded 230 NetSupport Manager v11 Help Request Settings This property sheet is used for configuring the Clients Help Request access You can specify the NetSupport Controls that the Client can forward Help Requests to or even link to a third party web based helpdesk system C Program Files NetSupport NetSupport Manager client32 ini Master Profile E P Connectivity URL for Help Request E P Security Use URL Remote Control P Client Interface Available Controls Controls that are Available to connect to from the Help Request and Call a Client Settings I dialogs o is n B Customizable Text Name Address Profile Options e Teminal Services Options Disable connections from Help Request dialog Always show Controls in Help Request Hotkeys for Request Help 7 Alt C Control Left Shift Select a URL for Help Request If you use a 3 party web based helpdesk application you can direct Clients to this rather than have them use NetSupport s help request feature To enable check the Use URL box and enter the appropriate URL Available Controls Lists the Controls that are available to connect to from the Help Request and Call Control dialogs Options Disable connections from Help Request dialog Check this box to disallow the options in the Help Request dialog for the Client to choose which Control they wish to sen
216. nt you must select Custom when choosing the type of NetSupport Installation to perform ie NetSupport Manager InstallShield Wizard Custom Setup Select the program Features you want installed Install Desktop Icons Client School Student Control chool Tuto Configurator I Start Menu Icons Client School Tutor V Configurator C Gateway Control Control v Remote Deployment Utility School Tuto V Scripting Remote Deployment Utility Scripting Install to C Program Files NetSupport NetSupport Manager lt Back Next gt Cancel You will also need to configure the properties for the Gateway primarily the Port to use in communications and the encrypted Key for verifying connections from a Control or Client 78 NetSupport Manager v11 Gateway Configuration Utility You can access the dialog at the end of the installation when the dialog will appear automatically or via the NetSupport Gateway icon which appears in the workstations system tray Right click on the icon and select Configure Gateway The dialog can also be accessed from the Gateway Console select File Configure Gateway from the drop down menu Alternatively you can run the file Pcigwcfg exe from the NetSupport Manager program folder Note To display the Gateway icon in the system tray choose Start Programs Startup NetSupport Manager Gateway
217. nterface You can still Reboot while remote controlling Disable Shutdown Client Prevents the User at the Control from being able to shut down the Client program from a script Disable Chat Prevents the Control from initiating a Chat session with the Client However Clients can still open a Chat session with the Control via the Client Menu Disable File Transfer when no NT User is Logged on Disables File Transfer only if it is an NT workstation and no user is logged on This means that the Control user could log on as with their own User ID if they have a valid User ID and password for this workstation Disable Remote Command Prompt Prevents the Control from being able to run Command Line instructions at the Client Disable Blank Screen Prevents the Control user from being able to blank the Client screen Disable Ctl Alt Del Ignore Ctrl Alt Delete sent from the menu option in the Control Interface Disable Logoff Disables the ability of the Control User to log off from the Client workstation via the menu option in the Control Interface You can still Log off while remote controlling Disable Clipboard Access Prevents the Control user from being able to use the Remote Clipboard Ignore Messages Ignores messages sent by Connected Controls 203 NetSupport Manager v11 Ignore Broadcast Messages Ignores Broadcast messages from a Control whether connected or not Disable Print Capture Prevents the Contro
218. ntrol Window menu bar choose Group New or Click the New icon on the Control toolbar and choose Group 4 This will display the Create New Group Wizard This will guide you through the process of adding or removing Clients in your new Group Note Clients specified in a sub group will also appear in the Group above it 288 NetSupport Manager v11 Adding Removing Clients in a Group NetSupport allows you to Group Clients together to allow easier management For example you may have a number of workstations all associated with the Sales department By placing each of the individual Clients in a predefined group you can then perform operations in a single action to all members within that group To Add Clients to a Group ay NFPOWNFOWN C wt 9 Select the Client in the List view Choose Client Add to Group from the Control Window drop down menu Select the Group you want to add the Client to click Add Open the All Computers folder highlight the group you want to add the Client to and right click Choose Properties Members Tab Select which Client you wish to add to the Group click Add Select the Client in the List view Right click and choose Add to Group Select the Group you want to add the Client to click Add Select the Client in the List view Left Click and drag amp drop the Client into the relevant Group To Remove Clients from a Group 1 Open the All Computers folder hig
219. nts of List views in a File Transfer Window can be sorted into the following orders Sort Order Description By Name The contents will be sorted alphanumerically by file name By Type The contents will be sorted alphanumerically by file extension This is not applicable to drives and directories in the List view By File Description The contents will be sorted according to the file description By Modified Date The contents will be sorted according to the date they were last modified By Size The contents will be sorted according to the size of the file This is not applicable to drives and directories in the List view By Short Name The contents will be sorted alphanumerically using the shortened versions of their names Note You can also specify whether the contents are to be sorted in ascending or descending order To change the sort order 1 Select the appropriate pane Control or Client 2 Click the Sort Order button on the right hand side of the File Transfer Window 3 A drop down menu will be displayed 4 Select a Sort Order command Notes When the List view is displayed in Details View you can click on the Column headings such as Name and Description to sort the order by an appropriate column heading Clicking on a column heading the second time will toggle the order direction The current order direction will be indicated by a small arrow on the right of the column heading by which
220. ny IP Addresses Use to delimit multiple Addresses Restore Save TCP Check this box if you wish the Client to be able to communicate over TCP IP TCP Port The TCP IP protocol requires that a port number be allocated for applications to communicate through To enable the Control to communicate with a Client and for the Client to receive the incoming request the default registered port for NetSupport is 5405 IP Addresses This enables you to restrict access to Controls running on TCP IP networks This feature can also be used to limit access to Control workstations with specific addresses Wildcards can be used in the address field Note Access can also be limited to a specific IP range e g 10 0 0 1 24 would allow access from 10 0 0 1 up to 10 0 0 24 323 NetSupport Manager v11 HTTP NSM Glient Configurator TCP IP i Security Access Privileges HTTP Port 443 Gateway Address 192 168 1 3 Gateway Key 9C HFL OED lt DCD CAEHI Set Restore Save HTTP Check this box to enable the Client to communicate over HTTP HTTP Port NetSupport s default port for HTTP communications is 443 Gateway Address Enter the IP address of the workstation where the NetSupport Gateway Component is installed Gateway Key The Key set here must also be set at the Control and match the key that has been configured in the Gateway itself Provides additional security that enables Contro
221. o exception to this evolution Combining unrivalled remote control with innovative desktop management functionality NSM offers one of the fastest ROI s on the market NetSupport Manager is available fully localised in English French Spanish German Italian Japanese and Brazilian Portuguese 12 NetSupport Manager v11 Features NetSupport Manager contains a wealth of features to assist you to Train Support Monitor and Manage Clients Remote Control Watch Share or Control the screen keyboard and mouse of a Client irrespective of colour resolution network protocol or operating system at either end Connectivity Dynamically find and list all Clients on the Network Connect by Client name Connect by Network address Connect via a database of known Clients Connect entire groups in one step Client Control connections via NetSupport s Internet Gateway providing seamless Remote Control between PCs that may both be located behind different firewalls Connect to and remote control Linux and Pocket PC based systems Connect to and remote control a Mac based system Connect to machines that have vPro capability Message Send a message to one or more chosen Clients or even broadcast to all Clients on the network Chat Conduct a text chat session in real time between the operator at the Control and one or more users Annotate tools provide Whiteboard capabilities File Transfer
222. o this workstation or to any NetSupport Client on the same LAN as this one C Program Files NetSupport NetSupport Manager client32 ini Master Profile S a Connectivity Protocol Tepe None O TCP IP rx O NetBIOS NetBios HTTP ray Bridge Options amp Advanced H P Securty Remote Control J a Client Interface Ma Profile Options Teminal Services Modem ISDN Protocol By default NetSupport Manager is set to have no transport for the Bridge selected Choose to use either the NetBIOS IPX TCP IP protocols for NetSupport Bridge Bridge Options Load Bridge on Startup Setting this option will cause the NetSupport Bridge to initialise when the Client loads If you do not set it then the User at the Client must load it manually from the menu on the NSM Client before dial in access will be available Inactivity Timeout Specify in minutes a maximum time span of inactivity at the Bridge before the Control disconnects Dialback File You can set up the Bridge to support both passwords and dialback with the additional functionality of dialling back different telephone numbers according to the password 195 NetSupport Manager v11 Modem ISDN You must select a modem from the list of modems installed in the Control Panel of the workstation for the Bridge to use Dual Channel Bonding If enabled both channels of your ISDN line are combined thus increasing the amount of available bandwidth
223. ocols and operating systems You can either use NetSupport s own Remote Communications programs or a third party remote access product such as Microsoft s Remote Access Server Accessing remote workstations for remote control has never been easier If you are using NetSupport s own Remote Communications programs to dial in to a Client workstation or network you must install the NetSupport Bridge on the Client workstation or a workstation on that network and the NetSupport Remote option on the workstation that is to be used as the Control to dial out The Bridge and Remote modules provide an interface that allows the Control to connect to remote Clients as if it were on the same LAN However neither the Control nor the Client workstation needs to be physically attached to a LAN Optimising Remote Connections Performance is naturally affected when communicating with a Client over a dialup link To get the most out of your remote connections follow these simple steps Use the highest speed modems you can Set the Mouse Delay to the highest possible level Ensure the modems are configured correctly use the modem diagnostics and logging to check the throughput Use a large cache at the Client and Control Specifying a large cache means the Control can store more areas of the screen locally without having to ask the Client to send them again Make sure NetSupport s compression is turned on and the modem s compressio
224. ogout or Click the Manage icon on the Control toolbar and choose Reboot or Logout Click Yes to confirm send Reboot Logout to the Group You will be immediately disconnected from the members of the Group Note Make sure that all workstations within the Group are available and not being used by other staff before you use this function 101 NetSupport Manager v11 Sending Ctrl Alt Delete You can send Ctrl Alt Delete to a workstation that you are Viewing or simply connected to To send Ctrl Alt Delete to a connected Client 1 Press the Ctri Alt Esc keys simultaneously Or 1 Choose Client Send Ctrl Alt Delete from the Control Window drop down menu or Click the Manage icon on the Control toolbar and choose Send Ctrl Alt Delete or Right Click and choose Send Ctrl Alt Delete 2 Click Yes to confirm Send Ctrl Alt Delete To send Ctrl Alt Delete to a Client you are Viewing 1 Press the Ctril Alt Esc keys simultaneously Or 1 Choose Client Send Ctrl Alt Delete from the View Window drop down menu 2 Click Yes to confirm Send Ctrl Alt Delete 102 NetSupport Manager v11 Viewing The View Window The View Window is the primary interface for interacting with individual Clients Each Client has its own View Window The Client View Windows are used for displaying the screens of the Clients at the Control You can have multiple Client View Windows open and displayed simultaneously MARKE
225. ol View Acknowledgement Client Interface e Profile Options Teminal Services Acknowledge switching to None w view mode or higher User Acknowledgement User Acknowledgement Required When a Control User attempts to connect a message will be displayed at the Client Unless the user at the Client explicitly accepts the request the connection will be refused Except when no NT User Logged ON Only applies when User Acknowledgement has been set This means that the Client can be configured to allow remote control when the workstation is at the log in screen The Control User would have to have a valid ID and Password to be able to log in Except when connecting as current logged on user This enables you to bypass User Acknowledgement if the remote connection is being made using the username password of the currently logged on user For example if a user locks his office workstation at the end of the day they can then connect to it from home without having to physically accept the connection at the remote machine User Validation must be set to allow connection 207 NetSupport Manager v11 Acknowledge Connection Attempts from other Controls The Client receives a message that another Control is attempting to connect Note For the message to be displayed at the Client the Allow more than one Control to Connect at a time option needs to be enabled in Client Configuration Security Connect Acknowledg
226. ol to record and playback the screen activity that takes place at a Client workstation while it is being remote controlled viewed C Program Files NetSupport NetSupport Manager client32 ini Master Profile 4 Connectivity Replay File Settings SP Security Record Replay Files User Validation F 5 Access Privileges amp User Acknowledgement Smart Card ray Connect Disconnect amp Protect Configuration Fie Transfer amp Event Logging 4 Remote Control H e Client Interface e Profile Options Teminal Services Record Replay Files Check this option to enable the recording of Replay Files A Replay File will be created each time the Control views a Client PC with the option enabled Prefix Files With Client Name In order to identify each Replay File filenames can be prefixed with the Client Name and the date time of the recording Alternatively with the option un checked the files will be named sequentially in the format 00000001 rpf etc In Directory Specify where the Replay Files should be stored If saving to a Network share this gives you the opportunity to store each Clients files in individual directories As User The user name and password used to write to the log file 218 NetSupport Manager v11 Event Logging Log files record the activity that takes place at a Client machine while it is being remote controlled Standard information would include the name of the Cont
227. ols Clicking on an individual item takes you straight to that task or function eliminating the need to work through the drop down menus Positioning the cursor over an icon will display a brief description of its function Hardware Tab Over 50 items of information are collected specifically about the hardware or environment of the client PC providing all the key information needed to assist in speedy problem resolution Refresh Rate Physical Disk 1 Maxtor 6Y120L0 Capacity 114 50 GB Logical Drive C File System NTFS CD Rom DVD 1 ASUS CD S500 A Drive Letter D Floppy 1 Floppy disk drive Drive Letter A Printer 1 Dell Photo AIO Printer 926 Location usBo01 Printer 2 Dell Print 2 Fax Printer Dell PC Fax Location Dell PC Fax Printer 3 Adobe PDF Converter Adobe PDF Note The Inventory functions included with NetSupport Manager are designed to run over TCP IP The Network adapter details will not be displayed if TCP IP is not installed Software Tab Provides a full software inventory report for any selected client PC Includes the name of each installed product the manufacturer product icon version number and even the associated exe file 310 NetSupport Manager v11 Software Inventory Summary INVH142 A Description Company Last Updated 22 Mar 2010 15 46 48 Folder Name Version File Name US Acrobat Distiller W Address Book GS Adobe Acrobat 7 0 E Adobe Acrobat
228. one Select this option to display the progress messages on the screen only Basic Selecting Basic logs the following information to MODEM LOG The name of the modem used The number dialled Results of Diagnostic tests Connection speed Verbose Selecting Verbose records the same information as Basic but includes timestamps Use this option is you are having problems establishing dial up links View Log Opens a window that displays the MODEM LOG file generated by Extended and Verbose Diagnostic and Logging settings 250 NetSupport Manager v11 Advanced Settings Settings for Configuration Standard amp General Advanced Connectivity Tickle Period crv IPX Name Lookup Delay NeaBos Name Lookup Attempts HTTP B Remote Dialup ra Security a Startup Tickle Period Specify the period in seconds between tickle packets that are sent to the client These packets check to make sure that a connected Client is still active If the Client fails to respond the Control assumes that it is no longer present and will close down the connection Name Lookup Delay Specify the delay in seconds between broadcast packets Use this value in conjunction with Name Lookup Attempts to reduce the amount of time spent performing browses The browse is more likely to miss Clients if this value is too small You should not specify a value that when multiplied by the Name Lookup Attempts value is less t
229. onfigurations Syntax PCI CTLUI N FPROFILE NAME C Connect to a specific Client by name or address Syntax If connecting by IP address PCICTLUI C gt NN NN NN NN where NN NN NN NN the IP Address If connecting by name PCI CTLUI CNNNNNN Where NNNNNN client name V Used in conjunction with C opens the View Window in share mode of the connected Client Syntax PCI CTLUI EXE C gt NN NN NN NN V 318 NC VW IVS E G D U R NetSupport Manager v11 Opens a View Window to the connected Client in Control Mode Syntax PCI CTLUI EXE C gt NN NN NN NN VC Opens a View Window to the connected Client in Watch Mode Syntax PCI CTLUI EXE C gt NN NN NN NN VW Opens a View Window to the connected Client in Share Mode Syntax PCI CTLUI EXE C gt NN NN NN NN VS Used in conjunction with the V options opens the View Window without loading the Control When the View Window is closed the remote control session ends Syntax PCI CTLUI EXE C gt NN NN NN NN V E PCI CTLUI EXE C gt NN NN NN NN VC E PCI CTLUI EXE C gt NN NN NN NN VW E PCI CTLUI EXE C gt NN NN NN NN VS E Connect to a defined group of Clients on startup Syntax PCI CTLUI EXE GNNNNN where NNNNN the Group name Dial into a Remote Network Can be used in conjunction with C Syntax PCICTLUI EXE DNNNNN Cxxxxx where NNNNN t
230. onnectivity Options Before you can connect to Clients on your network you must select and configure the transports to use The transport protocols must be configured in the operating system before attempting to use them Set TCP IP Connection Settings for Configuration Standard ra General TCP IP Sg Connectivity V Use TCP IP TCP IP Connect By Hostname DHCP WINS px NetBios HTP gS Remote Dialup amp Advanced E3 e Security amp Startup Browsing Subnets used when browsing for clients Broadcast Show v Enable Broadcast Show TCP IP Use TCP IP Check this button to enable the Control to use the TCP IP protocol This protocol is used with the Internet local and wide area networks In order to connect to TCP IP Clients you need to specify the port number that the Client is listening on Port This value is used for all interactions with TCP IP Clients The default registered port for NetSupport is 5405 You can configure Clients on your network to run on a different port number if required This is useful to provide additional security as other NetSupport Control users would need to know on which port your Clients are configured You can also specify a port number when creating or connecting to a client 243 NetSupport Manager v11 Note To enable Clients to initiate a connection to the Control the default registered port is 5421 Connect By Hostname DHCP WINS
231. ons are used in this manual Step by step instructions which should be performed in sequence are shown as numbered paragraphs beneath a clearly stated How To Do heading As there is often more than one way of carrying out a task you will find Or options also included Additional tips or explanatory notes regarding these instructions are enclosed in a border under the heading Note Individual items in menu commands are enclosed in braces and should be followed in sequence for example Client Broadcast Terminology Used Control The workstation that is used to take over remote control another Client The workstation that is to be taken over Available When the NetSupport Client program has been Client installed on a workstation it becomes available for connection by a Control A Client must be available before a Control can connect to it Selected Using the mouse you can select and highlight the Client Client or Clients to work with Connected All available Clients or Groups of Clients can be Client chosen for simultaneous connection A Control can only remote control a Client to which they are connected Known Having connected to Client machines NetSupport Clients stores a list of Clients in the Tree View All Computers folder These are Known Clients NetSupport Manager v11 About NetSupport In this chapter You will be introduced to the main features and benefits of NetSuppor
232. ontrol Auto Clipboard When enabled provides the quickest method for copying data Use the short cut keys Ctrl C amp Ctrl V to automatically copy to and from the clipboard at both the Control and Client machines Default Mode When you view a client by default you start viewing in Share Mode If you prefer to start viewing in a different way change the style from the list provided Cache Size The NetSupport Control contains a cache to help improve overall performance The cache sizes range from 256k to 16Mb and a separate cache is allocated to each Client connection If you are running applications on the Client that uses lots of or large bitmaps increase the cache size to improve the performance Max Colour Depth When you connect to a Client you can restrict the Colour Depth that is sent This is done to reduce the amount of traffic between Client and Control Reduce the Colour Depth to 16 colours if you are using applications that do not rely on anything other than the standard 16 colour palette 261 NetSupport Manager v11 Note The colour depth set here will be overridden by the settings in the Clients Configuration preventing you from setting the colour depth at a higher level To alter these settings at the Client load the Advanced Configurator and select Remote Control View and amend the Max Colour Depth to the required level Change DOS Font Use this dialog to select the font to use when displaying D
233. ontrol toolbar and choose File Distribution The File Distribution Window will appear From the Local Pane Tree View select the item s to be copied to the Clients The location on the Client workstations where the files directories are copied to is called the Destination Directory Unless otherwise specified the Client Destination Directory will be the same as the item s location on the Control workstation If the Client does not have the same Directory available the item s will be copied to the C Drive by default and the folders automatically created Or To set a specific Destination Directory on the Client workstation right click on the Client icon in the Remote Pane and choose Set Destination Specify a destination click OK Click Copy To Distribute Files to a selected number of Clients 1 2 Open the All Computers Browse or Active folder in the Tree View Choose Tools File Distribution from the Control Window drop down menu Or Click the File icon on the Control toolbar and choose File Distribution The File Distribution Window will appear In the Remote Pane indicate which Clients you wish to copy files to by checking the tick box beside the Client name 152 7 NetSupport Manager v11 From the Local Pane Tree View select the item s to be copied to the Clients The location on the Client workstations where the files directories are copied to is called the Destination Directory Unl
234. or Password Nominate a Security Password for the Client profile Authenticate User and Password with NT This only applies to NT Clients and therefore only protects Client Configurators on NT workstations If this option is set the UserID and Password entered at the Control must be a valid Act as part of the Operating System NT ID on the Client workstation or its default domain This User Right is not granted by NT as default To grant this User Right Run Programs Administrative Tools User Manager Select Policies User Rights from the drop down menus Check the Show Advanced User Rights check box Select the Right Click on Add Select which users and or groups this right should be granted Click on OK For this User Right to be recognised you must re log into your workstation Oo Oe ONE 215 NetSupport Manager v11 Note You can also point the Client to validate the ID in another Domain Restrict Access to Members of the following Groups You can further restrict access by specifying groups Click on Browse to select a group s 216 NetSupport Manager v11 File Transfer Settings This property sheet is used to control file access C Program Files NetSupport NetSupport Manager client32 ini Master Profile m a Connectivity File Transfer Settings Security v Disable File Transfer User Validation Access Privileges Impersonate Logged on User when Transfering Files impersonate
235. ored in the All Computers folder Or Choose Client New from the Control Window drop down menu and manually enter the details 2 You will then be prompted for the following information e The name of the Client e The Network Transport it is running under e The Network address of the Client At this point you can choose to enter some additional information to be stored with that Client s details The information you can additionally store is e An alternative name to be displayed at the Control for that Client e Atext description about that Client e A Contact Name e A Contact telephone Number e The Mac Ethernet address The newly created Client will now appear in the All Computers folder and be displayed in the Clients List view 284 NetSupport Manager v11 Delete a Client As part of maintaining a database of Known Clients good house keeping requires deleting unused previously saved Clients from the All Computers folder in the Control Tree View To delete a Known Client from the database 1 Open the All Computers folder in the Tree View and select the required Client 2 Right click on the Client and choose Delete Or Choose Client Delete from the Control drop down menu bar 3 The Delete a Client dialog will appear and prompt for confirmation Renaming a Client Instead of displaying the Clients physical name NetSupport allows you to set a different name that will be displayed at the Contro
236. orer directly to the Client s desktop To View a Client 1 Inthe list view double click on the required Client s icon or Right click on the Client s icon and choose View or Click the appropriate Client button in the Quick Access toolbar and select the View Client icon or Click the Desktop icon on the Control toolbar and choose View Client 2 The View Window for that Client will now appear with its screen displayed If the Client uses multiple monitors you will be able to switch between the desktops by clicking the tabs displayed beneath the View Window toolbar To return to the Control Window 1 Choose Client Close from the View Window drop down menu Viewing Modes You can View a Client in three modes Share The Client s screen will be displayed at both the Control and the Client Both the Control and the user at the Client will be able to enter keystrokes and mouse movements Watch The Client s screen will be displayed at both the Control and the Client Only the user at the Client will be able to enter keystrokes and mouse movements The user at the Control will be locked out 105 NetSupport Manager v11 Control The Client s screen will be displayed at both the Control and the Client Only the user at the Control will be able to enter keystrokes and mouse movements The user at the Client will be locked out To change the View mode 1 Select the mode Share Watch or Control from the View
237. ort Manager v11 Only Log while Connected This option ensures that activity is only logged during the period that the Control is physically connected When logging is enabled some additional information is recorded that you may prefer to ignore Client configuration data for example Note Another useful item of information that can be recorded is the reason why a Control connected to the Client This comes into effect when User Acknowledgement is enabled at the Client machine and the Control Security Settings option is configured to Prompt for additional information when connecting 221 NetSupport Manager v11 Remote Control Options The following Remote Control attributes can be adjusted View Settings C Program Files NetSupport NetSupport Manager client32 ini Master Profile E a Connectivity Options H P Security Send Physical Fonts Remote Control Enable Screen Scrape amp Cache Size Max Colour Depth Show B Audio E Client Interface amp Profile Options Terminal Services 16 MB v Unlimited Inactivity Timeout 0 none Enable DVD Playback and Direct 3D support Except while viewed V Except while connected Options Send Physical Fonts When a Windows Client is sending its screen to a Control it passes the font information by reference to reduce the volume of data sent The Control refers to its own internal font mappings an
238. ory copy File overwrite p NetSupport Protect v Directory delete File delete Use Recycle Bin for local deletions when available Use compression Delta file transfer Priority when also viewing Display Options Show System Hidden files Check this box to display all files with System and Hidden attributes By default this option is unchecked Show file details Select this option to display multiple columns of information for each file in the list These show the file size modified date attributes and short filename You can toggle between this state and the filenames only state by using the list style buttons in the File Transfer User Interface 276 NetSupport Manager v11 Show file names only Select this option to only display filenames in the file lists This allows you to display more files at the same time than with file details You can toggle between this state and the Details State by using the list style buttons in the File Transfer User Interface Confirm When you perform potentially dangerous file operations such as deleting a directory or file you can make the Control display a Confirmation dialog box This helps prevent accidental loss of data If you are familiar with the User Interface you can turn these options off as required By default all the confirmation settings are turned on Directory copy Make the user confirm before copying a directory s
239. ote IPX network it is useful to understand how IPX addresses are formatted You will need to have the IPX network numbers for each IPX network that you wish NetSupport Manager to browse this includes the IPX network number for the local network on which the NetSupport Manager Control is installed See Understanding I PX Addresses in the Technical Reference section of this manual for more information To Configure the NetSupport Control to Browse Remote I PX Networks 1 Choose Tools Configurations from the Control Window drop down menu 2 Select the required Configuration file and click Connectivity and Startup Settings 3 Select Connectivity IPX Check the Use IPX and Record Clients Network Numbers options 5 In the Use Networks box enter each of the IPX network numbers that you wish NetSupport Manager to browse If multiple network numbers are required separate each with a comma D 76 NetSupport Manager v11 Connecting to Clients Controls via a NetSupport Gateway The primary role of a NetSupport Gateway is to facilitate seamless remote control between PCs that may both be located behind different Firewalls The Gateway provides a stable and secure method for locating and connecting Clients Controls via HTTP delivering web based remote control without the need for modifications to existing Firewall configurations Typically companies protect their internal network by using a Firewall only allowing con
240. our chosen properties are stored in a parameter file default name NSM ini Choose File Save and save the NSM ini file to the folder containing the distribution copy To perform the Silent Install at the required workstation from the folder containing created above run msiexec i NetSupport Manager msi qn MSI installer setup S v qn setup exe installer Note NetSupport Manager can be installed via Active Directory The software installation group policy object GPO must be applied to organisational units OUs containing computer accounts rather than users Please note that for software installation to take effect immediately it is necessary to enable the Always wait for the network at computer startup and logon parameter in the Computer Configuration Administrative Templates System Logon leaf of the group policy controlling the computers who are subject to software installation This change will affect login times for Windows XP 2000 machines that have this applied Without this change an additional log off log on cycle is required to effect installation 31 NetSupport Manager v11 Install Configuration Options Dialog When performing a Silent Installation or using NetSupport Deploy you can customise the installation to suit individual requirements This dialog accessed by running INSTCFG EXE from the NetSupport program folder if performing a Silent Installation or if using NetSupport Deploy v
241. ows 2000 SP5 W 2914389 Windovs 2000 SP5 W e918118 Windovs 2000 SP5 W 2920670 Windovs 2000 SPS W ke928843 Windows 2000 SP5 W 8943055 Windovs 2000 SPS WM 2905414 Windovs 2000 SP5 W 2917008 Windovs 2000 SP5 v KB935840 Windows 2000 SP5 W ke943485 Windove 2000 SP5 When verifying the status of each three indicators fix NetSupport returns one of 311 NetSupport Manager v11 Verifies that the fix is present on the target PC and is current I x An expected file may not be present or is not the correct version It would be advisable to install the fix again NetSupport was unable to gather the required information for it to be able to verify the status Applications Tab The detection process uses NetSupport s new intelliscan technology to locate currently running applications on the target system rather than relying on the OS Add Remove Records option You need to be connected to the target PC in order to retrieve the information The Control can choose to close a selected application from the list if required E Applications State calculator Running Pel microsoft Excel Book1 Running NetSupport Intranet Microsoft Internet Ex Running Name 3 applications Processes Tab Provides a list of processes currently running on the target PC You need to be connected to the target PC in order to retrieve the information The Control can choose to close a selected process from the
242. phic files NetSupport will stop trying to compress it further after 64KBytes If Use Compression is turned on the file is compressed no matter what its internal structure is this can be useful for encrypting the file The compressing and decompressing of the information takes time On a dial up link the overhead of compressing and decompressing is minimal compared to the transfer speed of the modems However on a local LAN if either the Control and or Client are low specification workstations the time taken to compress transfer the data and then decompress can be greater than just sending the information directly In this case it is probably better to turn compression off You can use the Compression Tab in the About box to determine if file and screen information is being compressed efficiently Time copying files of known sizes to determine if compression is speeding up your connection to the Client Using Cache Effectively NetSupport can store areas of the Client screen in local memory This enables the Control to determine whether it needs to get the area from the Client relatively slow or from local memory fast this is commonly referred to as a cache The Client and Control use the same size cache the size of the cache for the Client is set via the Configurator the size of the Control cache is set in the View settings The lower of the Control and Client values is used Use the Cache tab of the About box to determine how
243. plications and edit the Registry Anything that you do manually with NetSupport Manager you can do automatically with NetSupport Scripting The following are just a few of the highlights A powerful structured language A wide range of text manipulation functions The ability to work with multiple connected Clients Local and remote operations are supported Full logging of activities The ability to supplement the system log with your own log messages All of the security features associated with the 32 bit control are available Your Scripts will not contain visible human readable passwords to develop your Scripts A full description of the Script Editor can be found in the on line help 301 NetSupport Manager v11 Starting the Script Editor The Scripting Editor allows you to edit and create automated NetSupport Manager Scripts To start the Script Editor 1 Choose Start Programs NetSupport NetSupport Script Editor 2 The Script Editor main Window will appear The Script Editor is divided into four main sections The Menu Bar and Toolbar The Command Window Edit dialog Window Script Output Frame Creating a simple Script NetSupport Scripting contains so many functions that it is not possible to cover them all in a brief guide like this Instead we will take you systematically through creating testing and running a simple Script You can then explore the full functionality yourself To cre
244. pport Manager client32 ini Master Profile G e Connectivity Protocol TCP IP O None TCP IP rx ONetBios NetBios HTTP Dial in Bridge Bridge Options Advanced Load Bridge on Startup B Web Btensions Inactivity Timeout H a Security s E aP Remote Control Serra ei S E Client Interface Edit aP Profile Options Terminal Services Modem ISDN minutes AC97 Soft Data Fax Modem with SmartCP Dual Channel Bonding Choose the Transport protocol to run NetSupport over Choose whether to Load the Bridge at Startup In the Modem Section select the Serial cable device as installed above 297 NetSupport Manager v11 Configuring the NetSupport Control to connect to a NetSupport Client over a Serial cable The NetSupport Control must firstly be configured to use the serial cable connection as follows 5 Start the NetSupport Control Start Programs NetSupport NetSupport Control Select Tools Configurations from the Control Window drop down menu Choose Connectivity Remote Dialup In the Modem Section select the Serial cable device as installed above Click Ok and followed by Close to exit the configuration dialog You must then configure a Remote Network to Dial the Client at the other end of the serial cable 1 Select Network Remote New from the Control Window drop down menu The Add a remote Network Dialog will be displayed Enter a name
245. pport Scripting Agent Start this from the NetSupport program Group The Scripting Agent contains many functions for tailoring the schedule to your exact needs You create a schedule by choosing Script Add and selecting or adding the details you want in the Schedule dialog You can set many Scripts to run in the same schedule You can even set the running of one Script to depend on the results from another NetSupport Scripting is an exceptionally powerful tool and there are an almost unlimited number of ways on which it can be used Here are just a few ideas for you to consider Connect to Clients at remote sites overnight via a dial up link and retrieve there days Sales Connect to every Client on the Local LAN and retrieve its free disk space Raise an alert if it is less than a certain limit Send a command to every Client to log in to the File Server and download a database Send a message to all Clients to be read by the Users first thing in the morning Download an application overnight and use the Execute Command to run its Set up Update your NetSupport Clients to the latest version The list is endless 303 NetSupport Manager v11 Technical Reference In this chapter Additional technical information is provided which will further enhance your understanding of NetSupport features 304 NetSupport Manager v11 Unloading a NetSupport Client Should you wish to unload the NetSupport
246. previous button shows the previous Client screen scanned The next button shows the next Clients screen in the scan cycle Scaling to Fit It may be that the Client is running in a higher resolution than the Control In this case choosing the Scale to Fit button will re size its screen to fit the Window in which it is displayed Maximise To enlarge a Client View Window This button will be greyed out until you select a Client View Window To maximise the Client View Window click the Maximise button or click the box in the top right hand corner of the Client View Window Lock To lock a selected Clients keyboard and mouse Chat To initiate a chat session between a Client and the Control Share To View a Client in Share Mode Capture A snapshot of the current Client view window will be taken You will then have the option to name and save the current screen contents to a file The Status Bar The Status Bar indicates which Client you are currently scanning and how far through the Scan interval you are 114 NetSupport Manager v11 Thumbnail View Monitor Mode Thumbnail View or Monitor Mode similar to the Scan feature enables the Control to view multiple Client screens simultaneously feteork Gent Gap View Tods Window Heb t B 3 al New Browse Atoms Desktop Manage File jane MARKETINGTESTPC Im INWHI42 Shows all connected computers a BR A Computers 5 rems Al orotate conan 5 Sales 2 Ciente
247. r Off NetSupport uses the Advanced Power Management APM features of the Windows operating system where supported to provide Client power down capabilities APM relies on the Client workstation having an ATX motherboard and ATX power supply A Control can remotely Power Off a Client workstation using the NetSupport Power Management function To Power Off a NetSupport Client 1 2 3 Ensure all open applications at the Client workstations are closed Select the icon s of the Clients you wish to Power Off Choose Client Power Off from the Control Window drop down menu Or Right click and choose Power Off Or Click the Manage icon on the Control toolbar and choose Power Off 4 The Client workstations will now Power Off 99 NetSupport Manager v11 To Power Off a Group Of Clients 1 Ensure all open applications at the Client workstations are closed 2 Open the All Computers folder in the Tree View and select the required Group 3 Choose Group Power Off from the Control Window drop down menu Or Right click on the Group and choose Power Off Or Click the Manage icon on the Control toolbar and choose Power Off 4 The Client workstations will now Power Off Special Considerations on Windows NT 4 0 The Windows NT 4 0 operating system does not by default provide APM support and it will be necessary to update the Windows NT 4 0 Hardware Abstraction layer HAL DLL to provide this functionality Microsof
248. r a Control or Client machine using the File Transfer Window To delete a file 1 Select the file you wish to delete 2 Click on the toolbar Delete button 3 A confirmation dialog will be displayed click Yes To delete a Directory 1 Select the Directory you wish to delete 2 Click on the toolbar Delete button 3 The Remove Directory dialog will be displayed 4 Select the Include Contents check box 5 Click Yes Notes e You cannot remove more than one Directory at a time If you have several directories selected in the List view when performing the Delete operation only the last selected Directory will be removed e By default all files deleted from the Local pane will be sent to the Recycle bin this can be changed in the File Transfer settings Creating Directories 1 Select the Client or Control Tree View 2 Select the drive or directory in which the directory you want to create will appear 3 Click on the toolbar Create button 143 4 5 NetSupport Manager v11 The Create Directory dialog will be displayed Enter a name for the directory click OK Renaming Files 1 2 3 4 5 Select either the Control or Client pane List view Select the file to be renamed Click the toolbar Rename button or press F2 Enter the new name for the file in the black boarder next the file icon Press the Enter key when finished Changing File Attributes There may be times when you want to cha
249. r corresponds with that of a standard desktop machine Update Configuration Standard Check this box to update the currently selected Configuration 264 NetSupport Manager v11 Print Capture Settings Print Capture redirects printer output from a local printer at the Client to the printer or file at this Control You would use this when running an application on a Client but want any printed output redirected to the printer that is local to you Settings for Configuration Standard amp General amp Connectivity Enable Print Capture a Security Remote Control B View Keyboard Mouse Print Capture Use Client Printer Driver Audio es a Control Interface a File Transfer M Report Driver Used vPro Changes will take effect when you next connect to a Client Capture to Printer LPT1 Capture to File e File Locations e NetSupport Protect Enable Print Capture Check this box to enable the Print Capture feature If this box is unchecked the output will be printed at the Client Notes This option can also be enabled whilst viewing a Client left click Print Capture at the bottom of the View Window and select Enable Alternatively select Options to configure all Print settings In addition to enabling this option at the Control you also need to ensure that Print Capture is enabled in the Clients Configuration The privileges are enabled by default These options spe
250. r the Control but will not be able to speak back Making an Announcement 1 Click on Tools Announce from the Control Window drop down menu bar 2 The Announce dialog box will appear include green tick or exclude red cross Clients from the announcement then click Announce 3 A dialog will appear indicating that you can now announce Click OK when you have finished speaking 129 NetSupport Manager v11 Adjusting Microphone and Speaker Volume You can adjust the audio settings within NetSupport to match the capabilities of your multimedia workstations or to fine tune performance However you should note that the higher the quality of sound you select the greater the volume of data that needs to be sent This can affect screen update performance on slower workstations To Access the Volume Controls 1 Right click on the speaker icon in the task bar To change other options such as sound quality do one of the following Global Method Changes default setting for all Clients 1 Choose View Settings for Current Configuration Remote Control Audio from the Control Window drop down menu Individual Client Method While Viewing 1 While Viewing the Client 2 Choose View Settings for Client Audio from the View Window drop down menu Or Click on the Settings button on the View Window Toolbar and select Audio Or Click on the Audio button on the View Window Toolbar In both cases the Audio S
251. r used here as it is used primarily by Windows systems The adapter numbers will vary from workstation to workstation but the names will remain constant Test Press this button to test the NetBIOS stack and determine the adapters available You can also display detailed information about each adapter found 247 NetSupport Manager v11 Set HTTP Connection This property sheet enables you to configure the Control to communicate via HTTP For more information see Connecting Clients Controls via a NetSupport Gateway Settings for Configuration Standard e General i e Connectivity crip px NetBios amp fa Remote Dialup B Advanced H e Security e Startup Use HTTP Check this box to enable the Client to communicate over HTTP Port NetSupport s default port for HTTP communications is 443 Note In version 9 10 Port 443 was introduced as the default for HTTP communications 3085 being used previously Gateway settings will be preserved for existing customers who subsequently upgrade enabling 3085 to continue to be used but there may be scenarios when upgraded Controls and Clients will need the HTTP Port manually reconfiguring to ensure compatibility 248 NetSupport Manager v11 Remote Dialup Settings This property sheet provides configuration options for the Dial up Settings for Remote Networking Before you can dial remote networks you must enter information about your modem hardware
252. ration File 1 Choose File Open from the Advanced Configuration Window drop down menu bar 2 Select the Configuration File you want click Open To set the Configuration file the Client will use The configuration file that the Client uses when it initialises can be on the same workstation or on another workstation or Server to which that workstation has access Multiple Clients can share the same configuration file for ease of Administration The Configuration file to use is set by choosing Profiles Client Parameters from the Advanced Configuration drop down menu bar Note There are special requirements for setting Windows Me 98 95 Clients to use shared configuration files on an NT Windows 2000 XP workstations 183 NetSupport Manager v11 To Set the Client Name 1 Choose Profiles Client Parameters and insert a Client name Note The Client name is separate from the Configuration file and is stored on the local workstation Make sure that you do not choose the same Client name as is used on another workstation Setting the Client name to be an asterisk is a useful strategy as the Client name will then be set to be the same as the Computer Name The Computer Name should always be unique To create a new Profile 1 2 3 Open or create the Configuration file you want to use Choose Profile Add from the Advanced Configuration Window drop down menu bar Enter the name for the Profile
253. rd before being able to change any client parameters in this Configuration file Choose Set to set your password Client Password This helps to protect the Client from unauthorised access from a NetSupport Control The Control user will be required to enter the password before obtaining access to the Client Client Security Key Provides additional security that enables Control Users to connect only if the Control has the same security key as the Client Optionally this can be set as the Serial number You must set the Security key at both ends Quiet Mode Client not visible on Taskbar Check this box to hide the Client icon on the Taskbar 199 NetSupport Manager v11 Access Privileges Basic This property sheet can be used to limit the range of Remote Control options that are available to the Control User NetSupport Client Configurator m Connectivity Access privileges B Securty User Acknowledgement Required General Disable File Transfer S Disable Execute Audio C Disable Remote Registry Access Watch Only Disable Receive Show Disable Remote Reboot User Acknowledgement Required Prevents access to the Client unless a user is present The user at the Client will have to explicitly accept the request to connect before access is granted Disable File Transfer This prevents a Control operator from being able to transfer files to and from the Client The Cont
254. rehensive Security Features Exceptional range of security options to meet all needs including Password protection at Client and Control User present acknowledgement required at Client Connection Audit trail e Disable file transfer or specific files and directories Limit Functionality depending on which workstation is connecting Allow a Control to Watch only Restrict file transfer to specific drives directories and files Dial back to different numbers according to password Restrict connections to named Controls Customise Control and Client profiles to enable and disable virtually every feature depending on the security level of the signed on User Set Unique Security Keys on both Control and Client Integrates with existing NT profiles amp Security DES AES Encryption Easy to Install and Configure Install on Client workstations without the need to visit the individual machines using NetSupport s Remote Deployment Utility 15 16 NetSupport Manager v11 Silent Installation across the WAN Central maintenance of Client Profiles Configuration utility for Windows Protocol Transparent Control use IPX NetBIOS TCP IP and HTTP simultaneously NetSupport Manager v11 Applications NetSupport s wide range of features makes it an ideal tool for a wide range of applications Some examples might include Help Desk Use the remote control features to provide fast cost
255. riate video file Close Closes the open video file Exit Shuts down the Video Player View Menu The View drop down menu contains the following options Text Labels Hides and displays text labels on the Video Player toolbar Toolbar Hides and displays the Video Player toolbar Status Bar Hides and displays the Status Bar of the Video Player Zoom Resizes the video screen 133 NetSupport Manager v11 Play Menu The Play drop down menu contains the following options Play Starts the loaded video file Stop Returns to the beginning of the loaded video file Pause Blanks the Clients video screen and pauses the video file at the Control workstation Start Returns to the beginning of the video file End Fast forwards to the end of the video file Mute Clients If Clients are not using headphones while they are watching a video the sound coming from each workstation can be distracting This option turns audio off at the Client workstations but leaves it on at the Control machine Help Menu Provides access to the on line Help and general Version information 134 NetSupport Manager v11 Replay Files During a Remote Control session the screen keyboard and mouse activity at a Client or Control PC can be recorded stored in a file and played back If the PCs are configured for Audio any narration that takes place can also be recorded A Control can determine how and when recordings take place by enabli
256. rol is not connected its Help Request folder will be highlighted the next time it connects to that Client Chatting to a Control workstation You can Chat to a connected Control using the Chat Window To initiate a Chat session 1 Choose Commands Chat from the Client main Window drop down menus The Chat Window will appear Type the message and hit Enter or click Send If you need to alert the Control User that you have initiated a chat session choose Chat Send Beep from the Chat Window drop down menu 176 NetSupport Manager v11 Receiving Messages from a Control workstation Client workstations can receive messages from Control workstations These messages are automatically displayed on a Client s screen in a message box Message from LAPTOP3 13 April 2010 15 56 The Server will be shutdown at bpm this evening This dialog will be closed automatically in 23 seconds The message box s title bar includes the name of the Control that has sent the message along with the date and time the message was sent Having read the message sent by a Control choose OK to remove the message Resetting the Client Video Driver on Windows 95 NT4 This procedure may be necessary if you install a new video display adapter or in Windows 95 Clients when you have changed the display settings Note When using Windows XP ME 2000 98 the Client will automatically reset the video driver if required when the Cli
257. rol starts When this item is checked the list of remote networks configured is enabled Select one of these networks to continue Connect to Client Check this box to connect to a Client when the Control starts All of the clients in your Known Clients List will be displayed here with the transport appended to the name For example TEST1 lt TCP gt Connect to Group Check this box to connect to a group of Clients when the Control starts All of the groups created will be displayed in this list 257 NetSupport Manager v11 Browse for Clients starting with When the Control starts it can perform a Browse using the information supplied Enter a partial Client name or leave this blank to find all available Clients The Clients found will appear in your Browse folder in the Tree View Start Viewing When you have checked one of the Connect boxes above you have the option to view the Client when the control starts Check this box to enable the three buttons below This allows you to choose the way in which the Client is viewed Watch Start Watching the Client or Clients when the Control starts Share Start Sharing the Client or Clients when the Control starts Control Start Controlling the Client or Clients when the Control starts Icons This utility allows you to create icons on your desktop that load a NetSupport Control with a specific Named Configuration This means that you can have several shortcuts that automati
258. rol that had initiated the connection and the date and time that the session started and ended The text files that are created provide a useful audit trail but you can also enhance Client security using this feature Connectivity Event Logging aP Security 7 Enable Logging B User Validation Log to NT Event Log B Access Privileges Iv Log to File 8 User Acknowledgement Primary Log File Smart Card client 32 log Connect Secondary Log File Disconnect Protect Configuration 3 File Transfer As User Replay Files H a Remote Control aP Client Interface Profile Options Teminal Services Append to Logfile Reject Connection if no Log Server available Only Log while Connected Enable Logging Check this box to enable logging Log to NT Event Log Sets the Log to be maintained within the NT Event Log Log to File Sets the Log to be maintained within a text file This file can be on the Local workstation or on a Server Multiple Clients can write to the same Log file Primary Log File Specify the path and file name log where the log file will be stored 219 NetSupport Manager v11 Secondary Log File Specify the path for a Secondary log file In the event that the Primary path cannot be found for example the server is down the file will be stored here Notes e To make the tracking of log files easier particularly if multiple
259. rol user will not be able to copy view or otherwise manipulate files on the Client using the NetSupport Control file transfer options Disable Execute This prevents a Control user from remotely executing applications at the Client from within the menu option in the Control program They can still start applications on the Client while remote controlling the workstation Disable Remote Registry Access A Control user can remotely manage and edit the Registry on NetSupport Clients Setting this option will disable that function 200 NetSupport Manager v11 Watch Only Enables the Control user to be able to view the screen of the Client workstation but prevents them from being able to enter keystrokes or mouse movements Disable Receive Show Prevents the Client workstation from being able to display a Show sent by a NetSupport Manager Control Disable Remote Reboot This prevents a Control user from being able to remotely reboot the Client from the Menu option in the Control Program 201 NetSupport Manager v11 Access Privileges Advanced This property sheet can be used to limit the range of Remote Control options that are available to the Control User C Program Files NetSupport NetSupport Manager client32 ini Master Profile Ca Connectivity B Securty User Validation D Bea Access privileges Disable Watch Disable Share Disable Control Disable Blank Screen Disable Ctri Alt Del Disable Logo
260. rrent buttons on your Toolbar Separators are shown as a horizontal broken line You can add a separator by selecting the item in this list to insert after and pressing the Separator gt gt button Add gt gt Choose an item from the Available Buttons and select the position for this item in the Current Buttons list The item is inserted after the selected item when you press the Add button 59 NetSupport Manager v11 Separator gt gt Press this button to insert a separator into the Current buttons list after the selected item Separators are used to visually group buttons together lt lt Remove Choose an item from the Current button list to remove and then press this button The item will be added to your Available buttons list unless it is a separator in which case it is just removed Reset Pressing this button restores the Current button list to the defaults provided by the User Interface Press this button to move the selected Toolbar button up one position in the Current button list Press this button to move the selected Toolbar button down one position in the Current button list 60 NetSupport Manager v11 NetSupport Manager Control Toolbar Buttons The appearance of a blue arrow on some of the buttons indicates that a number of related tasks can be accessed via the icon The following buttons are set by default Button WONN Wal A Name New Connect Disconnect Browse Actions Des
261. s C Program Files NetSupport NetSupport Manager client32 ini Master Profile QP Connectivity Options B P Securty Disable this Profile when a user is Logged On W Remote Control User of this Profile has Priority over other non priority Users QP Client Interface 2 EEM Teminal Services Disable this Profile when an NT user is logged on If someone is logged in at the NT Client then this Profile will be deactivated and therefore not available to a Control user The value of this is that it prevents a Control User inheriting rights on the workstation that they would not otherwise have Note You can have two profiles with the same UserlD but with different rights depending on whether the Client User is logged on at the time the Control connects In this event make sure that the profile with this setting is the first in the list as it will then move on and use the second profile if the Client User is logged in User of this Profile has Priority over other non priority Users This works in conjunction with the option to allow more than one Control to connect simultaneously If one profile has this set while the other does not the latter will be automatically disconnected 234 NetSupport Manager v11 Terminal Services Settings You can configure the settings for the Client Terminal Server here C Program Files NetSupport NetSupport Manager client32 ini Master Profile E e Connectivity T
262. s for Configuration Standard amp General Logging Connectivity V Enable Logging amp Securty Log to File Settings pcictl log Event Logging Replay Files User Permissions Remote Control Append to Logfile Control Interface Fie Transfer vPro Fie Locations NetSupport Protect As User Enable Logging Check this box to enable the Log to File option Once enabled each time the Control subsequently connects to a Client s the activity for that session will be recorded Log to File Specify the path and file name for the Log File The NetSupport default is PCICTL log This file can be stored on the Local workstation or on a Server Multiple Controls can write to the same Log file As User NT 2000 XP Only Log File User is the user name and password used to be able to write to the log file when the path specified is a UNC Path Append to Logfile By checking this box NetSupport will continually add to the existing entries in the log file If unchecked existing items get overwritten 254 NetSupport Manager v11 Replay Files The Replay Files feature enables the Control to record and playback the screen activity that takes place at a Client workstation while it is being remote controlled viewed Settings for Configuration Standard amp General Replay Files 4 Connectivity V Record Replay Files Security Include Audio 8 Settings 8 Event Logg
263. sfer from the Control drop down menu or Click the File icon on the Control toolbar and choose File Transfer or Right click on the Client icon in the list view and choose File Transfer or If you are Viewing the Client choose File Transfer from the View Window toolbar The File Transfer Window to that Client will open From the Control Tree View select the destination drive or directory into which the items will be copied From the Client List view select the item s to be copied to the Control Click on the toolbar Copy File button A confirmation dialog will be displayed click Yes The Copy Progress dialog will appear showing the progress From here you can choose to ignore any error messages and overwrite prompts until completion these will then be displayed in a summary window at the end of the operation 142 NetSupport Manager v11 To transfer files between Clients With NetSupport s File Transfer it is also possible to copy files and directories between two Clients To do this connect to each Client and display the File Transfer Window for each Arrange the File Transfer Windows so you can see both and simply drag file directories from one Client to the other You can see more of a Clients files and directories by moving the horizontal sizing bar or clicking on the maximise button located above the Clients directory tree Deleting Files and Directories You can delete files and directories from eithe
264. sions G Smith Gary Smith Add Operators M Brown Mary Brown l Add Delete Permissions Restrict remote control access to the following users To enhance the security you can restrict remote control access to specified users At the Control a user will be required to configure a username password in order to browse a Gateway and connect to Clients Once enabled select Add and enter the user details and set a password 82 NetSupport Manager v11 Redundancy Tab NetSupport Gateway Configuration Utility o General Keys Operators Redundancy Licenses You can set this gateway to operate as a backup secondary to your primary gateway V Operate as secondary gateway Primary Gateway Port 10 0 0 234 443 Note Any changes made on this page will require the Gateway service to be restarted manually Operate as secondary gateway You can set up a secondary Gateway to take over when the primary Gateway is not available The secondary Gateway will act as a backup and once the primary Gateway is available the Clients will switch back to this but it will not disrupt any active remote control sessions Select this option if you wish to use this Gateway as a secondary Gateway Primary Gateway Enter the IP address of your primary Gateway Port The NetSupport Gateway uses HTTP Port 443 by default 83 NetSupport Manager v11 Licenses Tab NetSupport Ga
265. sly If video files are stored on a network drive and Clients have to retrieve files across the network there will be a greater impact on the network For optimum performance store the video files locally on each workstation you may wish to use File Distribution to do this Other influencing factors will be The number of Client workstations accessing the file The speed of the network e g 10 100 MB The size of the video file Client workstation memory performance specification Other traffic on the network Notes If a Client workstation is required to retrieve files from a Server for smooth operation ensure that the Client workstation has sufficient access rights to the relevant drive and files e The video adapter of the workstation and how the screen resolution is configured will affect the quality of the display 131 NetSupport Manager v11 To Play a Video file on a workstation 1 Perform a Show to the Client workstations you want to watch the video file 2 While performing the Show launch NetSupport Video Player by double clicking on the NetSupport Video Player icon in the NetSupport Program folder 3 The Video Player control panel will appear 4 Choose File Open from the Video Player drop down menus to select the correct video file 5 The Video Player video screen will then appear below the toolbar with the selected file loaded ready to be played Note NetSupport s Video
266. specify the folder containing the Client Configuration file that is to be deployed The default configuration file is CLIENT32 INI and is stored in the NetSupport Manager installation directory Click Edit to access the Advanced Client Configurator in order to make changes to the Configuration file See the Advanced Client Configuration section of this manual for more information You can specify additional Client parameters if required For example this may be the location of an additional Configuration file to which you want to add specific user credentials Name and password For the new settings to take effect immediately by default the Client Service will be automatically restarted after the deployment If not required uncheck the Restart the NetSupport Client service box Click OK to return to the Summary dialog You can view the contents of the configuration file by clicking on the file name Click Deploy A progress dialog will appear enabling you to monitor the status of the deployment Click Close when complete 43 NetSupport Manager v11 Deploy a NetSupport License file When installing a NetSupport package a license file is sent to each workstation However there may be occasions when the license information needs updating For example you have purchased additional licenses and the license file needs updating to reflect this By using NetSupport Deploy you can remotely update the file on user workstations 44
267. st All connected Clients The Server will be shutdown at 6pm this evening Show this message for E sec Aa Send Cancel Help The Message will be displayed in a dialog at the Client screens and will remain until the User closes the dialog or the specified time limit expires In addition to the message itself a customised Title can be included This is set in the Control Configuration General option Click Settings on the Control Window toolbar Message from LAPTOP3 13 April 2010 15 56 The Server will be shutdown at 6pm thes evening This dialog will be closed automatically in 23 seconds 161 NetSupport Manager v11 Dealing with Help Requests NetSupport Manager allows a User at a Client workstation to request help from a specified Control workstation If a Control s List view has been set to display Clients details View Details and customised to display help messages the Clients help request message will be immediately displayed in the List view The Help Request folder in the Tree View will also be highlighted NetSupport Manager also allows you to configure Control workstations Help Request warning settings To adjust a Controls Help Request warning settings 1 Choose View Settings for Current Configuration Control Interface Help Requests When a Help Request Arrives section 2 A Control can choose to receive three additional warnings when a Client sends a help request mess
268. t Install to By default NetSupport will be installed in the folder C Program Files NetSupport NetSupport Manager If you want to install in a different folder click Change 26 NetSupport Manager v11 Click Next to continue Ready to Install To start the installation click Install To change any of the previous selections click Back To quit the installation click Cancel Notes e If you have changed your Windows 2000 Local Security Policy Settings for unsigned driver installation behaviour you may experience problems when running a NetSupport Client e If you have elected to install a Client Set up will make the required amendments to your System INI and or registry to load the Client as Windows initialises NetSupport will not replace any of your existing Drivers Installation Complete This final screen confirms that the installation has been successful Run Client Configurator At the end of the installation process you will have the opportunity to run the Client Configurator This enables you to set basic Client information and security If the Configurator is being installed as one of the selected components you will be able to access more advanced configuration options Run Remote Deploy Selecting this option will run the NetSupport Deploy Utility after the installation process This allows you remotely to install and configure NetSupport on multiple workstations Click Finish to exit the Set
269. t vPro Management PCs with Intel c vPro tm Technology 65 NetSupport Manager v11 The Tree can be expanded or contracted depending on the detail you require by clicking your mouse pointer on the relevant icons to the left of a heading The available Folders are All Computers A list of all Known Clients that have been connected either during the current or previous sessions It is very quick and easy to connect to a Client from this folder as it removes the need to first perform a Browse or know the network address of the Client Selecting the drop down arrow next to All Computers will show any Groups that have been created You can organise individual Clients into Groups Once a Client is included in a Group the entire Group can be connected and worked on simultaneously without the need to connect and select them individually Auto Group Clients will be automatically grouped according to the pre defined criteria allowing you to quickly and easily see what platform Clients are using and the NetSupport Manager Client version These groups are fixed and are unable to be amended You can hide the Auto Group folder in the Tree view select View Settings for current configuration Control Interface Settings from the Control window drop down menu Browse This is a list of Clients discovered by running a Browse action in the current session Connecting to a Client from this folder causes its details to b
270. t Manager 11 NetSupport Manager v11 What is NetSupport Manager Every organisation whether large or small depends in part on their IT infrastructure to remain competitive amp efficient and to ensure static workers and mobile users maximise their productivity for the business It therefore follows that the IT Department is one of the most essential resources within a business entity and so supporting this function is critical to any success whilst ensuring capital expenditure and associated costs are kept to a minimum Historically Remote Control software has been presented as the most efficient solution in improving the responsiveness of the helpdesk and support departments Its largest single contribution being the tool that removes the need for support staff to physically visit a users PC to resolve technical issues The dual benefits of this are that users are presented with speedier response times and so the downtime of critical applications is reduced together with support staff being able to operate more efficiently as their resources are on hand and not on the road visiting users As with other areas of IT remote control has evolved with users looking for multi tasking solutions and the associated economies of scale where they can rely on a single box product to perform a whole range of functions where traditionally this was handled by multiple software packages and vendors NetSupport Manager NSM is n
271. t Window is always visible If checked the Chat Window remains on the Clients desktop for the duration of the Chat session Members cannot minimise the Window Confirm which Clients to include in the Chat session and select any additional properties that should apply Click OK to start the Chat session The Chat Window will appear on the Control and Client workstations Chat Window IMARKETINGTESTPC has joined INVH142 has joined jane has joined kd oP of Tm al File dit Tool Colour Width Font lt Whiteboard Leader LAPTOP3 Send Message 157 NetSupport Manager v11 The Chat Window This Window is displayed at each participating members machine and lists the progress of the Chat session Unless the option is disabled in the Create Discussion dialog Clients can choose to Leave the session The following options are available from the Chat Window Chat Menu The content of a Chat session can be stored for future reference Choose Save to create a file containing the text or choose Copy to be able to paste the Chat content into another application or file Should the Chat members not respond you can send an audible beep to each workstation by selecting Send Beep The Client can also do this from their Chat Window You can configure the Client and Control workstations to play the beep through either the PCs internal speaker the default or via the installed sound card to speakers attached to t
272. t begin with a certain word or letter If you have Clients that begin with ADMIN typing this in would return Clients such as ADMIN1 ADMIN_OFFICE and ADMINISTRATOR To find all available Clients leave this field empty Only Clients Requesting Help Select this check box to browse only for Clients that have requested help Include Gateway Clients Check this box to include Gateway Clients when Browsing Click OK to begin the browse An information box will advise you that the Control is browsing for Clients NetSupport Browsing Local Network Please Wat oo oe aie al ai ai aike Press Cancel to abort your browse for Clients This will take a few seconds after which a list of Available Clients on the Network meeting the criteria will be displayed in the Browse folder You can then right click on individual Clients to connect to them display their properties or carry out tasks If the expected Clients are not found it may be because NetSupport has not been configured to browse the required Networks See Configuring The NetSupport Control For Subnet Browsing for more information 70 NetSupport Manager v11 Connecting to Clients Before you can remote control a Client you must first connect to it To connect to Clients 1 Select the Client you want to connect to in the All Computers or Browse folders and choose Client Connect Or Right click on the Client icon and choose Connect Or Doubl
273. t might recognise DESKJ ETC is the name of the driver file for this printer at the Client optional DRV assumed HP Deskjet is another printer name that the Client might recognise When Print Capture is enabled the Control sends this information to the Client and the Client then looks for the closest match in the Drivers installed on the Client workstation The NT Client ignores the name of the driver file the Clients match this preferentially using the printer name only in case of a tie 266 NetSupport Manager v11 Report Driver Used When you connect to a client a dialog box will appear informing you of the printer driver that has been used If no matching Drivers were found you would be informed whether you check this box or not Notes Print output is captured only from the port to which the default printer is attached Note that the Client may change this when Print Capture is enabled as described above The Windows NT Client captures print output from DOS programs from the port to which the default printer is attached If you experience problems with the Windows Client try Disable fast printing direct to port at the Client Removing any connection to a network printer at the Client Change the printing priority at the Client to Low in Print Manager Options Background printing To capture printed output from DOS programs running under Windows 95 open Printers Settings lt Your printer gt Properties
274. t provide an updated HAL which adds APM support for many systems for details of how to obtain this please refer to the support area of the NetSupport web site or contact your computer manufacturer to establish if APM can be provided for your system on Windows NT 4 0 100 NetSupport Manager v11 Rebooting or Logging out Clients Enables a Control to remotely reboot or logoff Client workstations either individually or by selected group To reboot or logout a Client 1 2 Ww Or 2 3 Select the Client in the Control Window List view Choose Client Reboot or Logout from the Control Window drop down menu or Right click on the Client icon and select Reboot or Logout or Click the Manage icon on the Control toolbar and choose Reboot or Logout Click Yes to confirm send Reboot Logout You will be immediately disconnected from the Client While Viewing the Client choose Client Reboot or Logout from the View Window drop down menu or Select the Reboot or Logout icons from the View Window Toolbar Click Yes to confirm send Reboot Logout You will be immediately disconnected from the Client To reboot or logout a Group of Clients 1 w Select the members of the Group in the Control Window List view or the entire Group in the Control Window Tree View Choose Group Reboot or Logout from the Control Window drop down menu or Right click on the group name in the Tree View and select Reboot or L
275. tSupport Manager v11 The Local Pane The Local Pane displays a Tree View of the Directories of the Control on the Left hand side and a List view of the contents of those directories on the Right hand side Right click on any item in one of the columns in the list view and a range of context sensitive functions become available The Remote Pane The Remote Pane displays a Tree View of the Directories of the Client on the Left hand side and a List view of the contents of those directories on the Right hand side Right click on any item in one of the columns in the list view and a range of context sensitive functions become available 140 NetSupport Manager v11 Copying Files and Directories NetSupport includes sophisticated File Transfer functionality that enables you to transfer files to and from a Control and Client workstation Notes To help improve performance NetSupport Manager uses Delta File Transfer technology meaning that only the changed parts of a file that may already exist in the destination directory are transferred This can prove most useful when updating database files between two locations where either bandwidth usage or availability is an issue File Transfer functionality can be configured by choosing View Settings for current configuration File Transfer from the Control Window drop down menu While viewing a Client you can drag and drop files from the Control Windows Explorer directly to the Client
276. tended to enable you to establish a connection across a firewall 174 NetSupport Manager v11 Disconnecting from a Control To Disconnect from a Control 1 Bring up the Client main Window and choose Commands Disconnect from the drop down menu Or Right click on the Client icon in the Taskbar s system tray When the short cut menu appears choose the Disconnect command A dialog box will appear listing the Controls to which you are currently connected Select the Control s from which you want to disconnect Choose OK to disconnect from the selected Controls 175 NetSupport Manager v11 Raising a Help Request NetSupport Manager allows a User at a Client workstation to request help from a designated Control workstation To Request Help 1 4 5 Choose Commands Request Help from the Client main Window drop down menu Or Clients press the Hot Keys usually ALT LSHIFT RSHIFT This opens a dialog box into which Clients type their name and help request message Clients can then specify which Control workstation they wish to send their help request message to by clicking on Show Control and selecting a Control workstation Clients can also choose to Cancel their previous help request by clicking Cancel Previous Request Clients then click OK If a Control is connected when a Client sends a help request the Help Request folder will be highlighted notifying the Control If the Cont
277. ter 2 and so on By default the Client uses Adapter number 0 Depending on how your Network is configured this may not be the correct Adapter number for your workstation To overcome this you must select the required stack from the drop down list 191 NetSupport Manager v11 Notes NetSupport allows you to select multiple NetBIOS Adapters Make sure only the ones you want are selected If changing the selected adapter make sure that you first de deselect the existing or default adapter number Under Windows 95 changing you Network settings may also change the NetBIOS adapter number You may need to re set the NetBIOS adapter number NetSupport uses after such a change 192 NetSupport Manager v11 Set HTTP connection This property sheet enables you to configure the Client to accept connections via a NetSupport Gateway For more information see Connecting to Clients Controls via a NetSupport Gateway C Program Files NetSupport NetSupport Manager client32 ini Master Profile e Connectivity HTTP TcPaP V Use HTTP Px Gateway Address NetBios HTP Dial in Bridge Secondary Gateway optional B Advanced j Security Remote Control Gateway Key Client interface Set e Profile Options PT IS To ovemide the Comms Management Packet CMPI secs a Interval set at the gateway please specify a value here o Use a proxy server to connect to the gateway
278. teway Configuration Utility General Keys Operators Redundancy Licenses Available license files if License File Serial Quantity Status NSM_LIC NSM140709 10 Clients Eval Displays all licenses stored in the NetSupport Manager directory if you do not have an Internet connection you can manually activate your NetSupport Manager license here An activation code is required contact NetSupport or your Reseller for this Click Requires Activation and enter the code You will then need to restart the Name Server Note If an Internet connection is available the license will activate automatically and the Name Server does not need to be restarted To display the NetSupport Gateway icon in the system tray choose Start Programs Startup NetSupport Manager Gateway Console Double clicking the icon will display a status window listing any current activity through the Gateway You can also access the Gateway Configuration Utility by right clicking the icon and selecting Configure Gateway 84 NetSupport Manager v11 NetSupport Gateway Console Pe Heb O Chentis connected orem carece Ti ects Active Sessions Ml Agents G3 Serdices Note You will need to note the IP address of the Gateway machine as this will be required when configuring the Control and Client machines In addition you will also need the address of your Proxy Server if this is to be used for routing communications 85
279. tions Overview ccceeeee eect ee eee ee eee etna 292 Optimising Remote Connections cceeeee eee e cece eee eee ee eee eaeas 292 Setting up Remote Communications ccece cece eee renier 293 The NetSupport Bridge ccc eee cece eee eee nee ened 294 Setting Up a MOdeM vise c0c ae chee Av A ie ee AAA 295 NetSupport Manager v11 Using NetSupport Over A Null Modem Serial Cable 296 Using NetSupport over the Internet cceccceee eee ee ee eee ee eaten 299 NetSupport Scripting sccccsceceseeeeeeeeeeeeeeeeeeueeeeueeeananes 300 NetSupport Scripting OverView c cece cece eee eee tetera tae 301 Starting the Script Editor cece cette ee eee eterna etnias 302 Creating a Simple Script 2 0 0 0 cece eee ee eee eee eee ee eee etna 302 Scheduling and Running a SCript cece cece eect ee ee teeta teas 303 Technical Reference cccceeeeeeeeeeeeeeeeeeeeeeeeeuaeeneeeeeeaees 304 Unloading a NetSupport Client c cece cece e eect eee eee eaten 305 Restarting a Clients iir aa caida Nes A a A E i 305 Using Compression Effectively ccceeeeeeeeeeee cece eee ee teen eeaeaees 306 Using Cache Effectively cece cece eee ee cette eee teeta eee ee tata eae 306 Remote Client Hardware and Software Inventories 308 The Inventory WiNdOW cccceee eee eee eters 309 Using NetSupport s Security features effectivel
280. to 128k However in increasing the speed of transmission you are in effect making two calls MSN Multiple Subscriber Number Specify a number that you want the bridge to accept incoming connections from Depending on the channels in use you need only specify the trailing digit s For example if the ISDN lines in use are 0181 123456 and 0181 123457 specify 6 or 7 196 NetSupport Manager v11 Advanced Setting C Program Files NetSupport NetSupport Manager client32 ini Master Profile E Ca Connectivity Advanced amp TcPaP Tickle Period Px NetBios HTTP Dialin Bridge aP Security j Remote Control Auto configure for XP SP2 firewall QP Client Interface p Profile Options Teminal Services E Tickle period While a Control is connected the Client sends Tickle packets to the Control to verify that it is still alive You might like to disable tickle packets for ISDN links but be aware that the Client may then not detect that the Control has disconnected unexpectedly The normal period between tickle packets is 18 seconds but you can increase or decrease this value Setting this to zero disables tickle packets entirely Auto configure for XP SP2 firewall Enabled by default ensures that the NSM Control and Client continue to function for those users who upgrade to XP Service Pack 2 197 NetSupport Manager v11 Security Options These property sheets are used
281. to Scroll Speed When you are viewing a Show in a Window on the Client s screen the Client can automatically scroll the contents when the mouse moves close to the edges of the window Adjusting the sliding control sets the speed at which the view scrolls from not at all to very fast 225 NetSupport Manager v11 Scroll Delay When Auto Scroll is enabled you can change the delay before the scroll is activated If you want the view to scroll as soon as the mouse is at an edge of the screen move the slider towards Min If you prefer a longer delay before the AutoScroll takes effect move the slider towards Max 226 NetSupport Manager v11 Audio Settings This property sheet provides configuration options for using Audio Support at the Client C Program Files NetSupport NetSupport Manager client32 ini Master Profile Ca Connectivity e Security Ff Remote Control ray View Show H a Client Interface e Profile Options Teminal Services Compatibility C Enable Audio Hooking Hook audio acceleration Volume Threshold microphone sensitivity Microphone volume of microphone Speaker volume of speakers Test Check this box to test all of the above settings Compatibility Enable Audio Hooking Enable or disable Audio Hooking this setting is only applicable to Windows 2000 and XP machines Note A reboot is required for the settings to take effect Hook audio acceleration Sets the H
282. to proof of purchase from an authorised source Any implied warranties including any warranties of satisfactory quality or fitness for a particular purpose are limited to the terms of the express warranties NetSupport Ltd shall not in any event be liable for loss of profits data or information of any kind or for special incidental consequential indirect or other similar damages arising from any breach of these warranties or use of the Software even if they have been advised of the possibility of such damages Some countries do not allow the limitation or exclusion of incidental or consequential damages so the above limitation or exclusion may not apply to you This warranty does not affect your statutory rights and you may have other rights that vary from country to country In any event NetSupport Ltd s maximum liability shall not exceed the price paid by the end user licensee TERMINATION You may terminate this Licence and this Agreement at any time by destroying the Program and its documentation together with any copies in any form NetSupport Ltd may terminate this Licence forthwith by notice in writing to you if you commit any serious breach of any term of this Licence and in the case of a breach capable of being remedied shall have failed within 30 days after receipt of a request in writing from NetSupport Ltd so to do to remedy the breach such request to contain a warning of NetSupport Ltd s intention to terminate Upon termin
283. tory also enables you to perform a range of common remote control tasks In order to enable these features a NetSupport Manager installation must be performed by at least one user who has Domain Admin Rights 1 At the Domain Controller select the Active Directory Users and Computers tool 2 Select the organisational unit where your computer accounts are held 3 Right click on the required computer account and select the required NetSupport operation Remote Control Launches the Control and automatically opens a View Window to the selected Client machine Chat Launches the Control and opens a Chat session with the selected Client Inventory Retrieves a full Hardware Software Inventory from the selected Client machine The NetSupport Client can be configured to validate user connections against members of Active Directory groups See Configuring The Client User Validation 322 NetSupport Manager v11 Configuring the NetSupport Linux Client NetSupport Linux Clients are configured using the NSM Client Configurator This makes all the required changes to and sets up the initialisation commands and enables you to set all the possible options for the Client The NSM Client Configurator is located in the NetSupport install folder usr nsm configurator TCP IP NSM Client Configurator TCP IP HTTP Security Access Privileges M TCP TCP Port 5405 Allow Connection From These Control Machines A
284. trols and delivers web based remote control without the need for modifications to existing Firewall configurations The HTTP protocol on port 443 is used for Gateway communications You will need to ensure that this port is open within your firewall configuration Connecting to Controls and Clients I NSI DE Firewalls For a Control on the external network of a Firewall to connect to Clients on the Firewalls internal network you must enable some form of address translation This process translates the address of a workstation on the internal network which would otherwise be invisible into an address that is accessible from the external network You should depending on the Firewall be able to specify which IP addresses can access the internal workstation and which Port is open TCP IP Ports Used By NetSupport Control to Client The NetSupport Control uses TCP IP port 5405 to send IP requests to Clients and the NetSupport Client listens on port 5405 for incoming requests from the Control Client to Control With the introduction of the Client Connect feature in NetSupport Manager 5 00 it was necessary for an additional port to be created to ensure that the two methods of connection Control calling Client Client calling Control could run alongside each other without conflict Port 5421 is registered for this purpose 90 NetSupport Manager v11 Connecting to Controls and Clients I NSI DE Proxy Servers This will not be possible
285. tructure Directory delete Make the user confirm before deleting a directory structure File overwrite If checked displays a confirmation dialog before overwriting an existing file However if unchecked the confirmation message will still appear if system hidden files are about to be overwritten File delete Display a confirmation dialog before deleting one or more files Use Recycle Bin for local deletions when available All files deleted from the Local pane will be sent to the Recycle bin this is enabled by default Use Compression Check this box to enable the use of compression When you are communicating with a Client whether it is a File transfer View or Chat session the data being sent and received will be compressed This also provides a means of security as the data will also be encrypted 277 NetSupport Manager v11 Delta File Transfer Delta File Transfer improves performance by skipping the transfer of information that is unchanged If the file being transferred already exists in the destination directory only the changed parts of the file will be updated Delta File Transfer is enabled by default Priority when also Viewing When you are transferring files and viewing a Clients screen at the same time each operation impacts the performance of the other You can reduce the priority of a file transfer operation to make the viewing more responsive and vice versa Slide the control to the left to gi
286. ty TCP IP amp Z Use TCP IP Port 5405 Px NeBos HTP Dial in Bridge Advanced e Security e Remote Control Client Interface Profile Options Terminal Services Select IP Address to Listen on All v Use TCP IP Check this box if you wish the Client to be able to communicate over TCP IP Port The TCP IP protocol requires that a port number be allocated for applications to communicate through To enable the Control to communicate with a Client and for the Client to receive the incoming request the default registered port for NetSupport is 5405 Select I P Address to Listen on This option can prove useful for preventing unwanted connections when the Client has multiple network cards installed for example when both a public and private network are used You can force connections on the required network by specifying the IP Address that the Client uses to listen for incoming Control connections Press TEST to check that the protocol is correctly installed on this workstation Notes e Changing port could interfere with other TCP IP applications If you are using Routers you must ensure that they are configured to pass through data using this port To enable Clients to initiate a connection to the Control the default registered port is 5421 189 NetSupport Manager v11 Set I PX connection C Program Files NetSupport NetSupport Manager client32 ini Master Profile
287. ull range of available Client features For example by selecting multiple thumbnails you can invite those Clients into a Chat session If the Client uses multiple monitors you can change the thumbnail to show all monitors or just monitor 1 2 etc Click the Multi Monitor icon in the Thumbnail toolbar and select the required option Thumbnails can be re sized to suit using the slide control at the top of the List view If the displayed thumbnail width is larger than 128 the current logged on user and Operating System will be displayed on each thumbnail this data is also available when zooming in on a screen The frequency at which the displayed data is refreshed can be adjusted by clicking the Update Frequency icon in the Thumbnail toolbar Organising Clients in the List View Clients can be conveniently organised into categories using a range of criteria including the operating system connection type etc Organising Clients into Categories 1 Choose View Categories from the Control Window drop down menu 2 Select the category you wish to organise your Clients by 3 The Clients will now be grouped by the category in the List view Note Category view is only supported on Windows XP and above 116 NetSupport Manager v11 Launching Applications This feature allows you to launch execute an application on an individual Client workstation or a Group of Client workstation s without the need to remote control them
288. up program Remove the CD and restart the workstation Note If you chose to install the Gateway component the Gateway Configuration dialog will appear This primarily allows you to create a security key for the Gateway 27 NetSupport Manager v11 Uninstalling NetSupport The standard method for uninstalling NetSupport is to select NetSupport Manager in Control Panel Add Remove Programs For Windows XP 2000 and NT workstations NetSupport Deploy can be used to perform multiple uninstalls from a remote location Refer to the NetSupport Deploy section of this manual for more information Evaluation Kit NetSupport Manager is available as an Evaluation Kit either from distributors or free as a downloaded copy off the Internet This allows you to trial NetSupport before your purchase The Evaluation Kit software is fully functional apart from the following restrictions A maximum of five Clients can be active on the network simultaneously The Client and the Control programs will not run after the kit expiry date has passed Upon purchase these restrictions are removed once serialisation has been completed This process upgrades the Evaluation Kit into a fully licensed copy To upgrade an Evaluation Kit to a fully licensed copy In the directory that you have installed the Program Manager Group NetSupport open the file PCILIC EXE The NetSupport Manager Licence dialog box will appear asking you to enter your
289. urator for more information Physically protect access to the workstation Use a secure operating system such as NT and use its security to protect the workstation locally i e use NTFS and User profiles for NT Store the Client Configuration files in a secure area such as NT Server Set Client Profiles that restrict the access rights that individual Control Users or Groups of Users have to what they actually need Set a security key at the Control and Client This only allows Controls to connect to the Client only if they have the same security key For example you can use this function to provide someone in a department with access to their departments workstations only Use the audit log event log so you can determine who has connected and when Disable features at the Client that you know the Control User will not need For example disable File Transfer or set Watch Only if you don t want people to manipulate the screen 314 NetSupport Manager v11 For NT Client Workstations use the NT Security features such as validate USERID Set a password on the Configurator and restrict access to who can run it Password protect the Control workstation and set Control profiles for individual Users Set restrictions in the Control Profile for accessing certain features like File Transfer Viewing Show etc 315 NetSupport Manager v11 Understanding IP Addresses An IP address is made up of 4 bytes each byte
290. ve the file transfer higher priority or to the right to give Client views higher priority If you are not viewing a Client this setting is ignored Update Configuration Standard Check this box to update the currently selected Configuration 278 NetSupport Manager v11 vPro Allows you to choose which mode to use when looking for and connecting to Intel vPro machines Settings for Configuration Standard General Configuration EaP Connectivity O Basic Small Business Mode H P Security Advanced Enterprise Mode Remote Control Control Interface e Fie Transfer Intel Setup and Configuration Service amp vPro O HTTPS Mode e File Locations NetSupport Protect SCS Service URL https provisionserver domain amtscs WMI Mode SCS Server Name provisionserver Provisioning Mode Basic Small Business Mode Select this option to scan for vPro Machines on your network using and IP address range You will be required to enter a user name and password to establish a connection Advanced Enterprise Mode Select this option to retrieve vPro machines from the SCS server A certificate will be required to establish a connection Intel Setup and Configuration Service These options will only be available when using Advanced mode HTTPS Mode SCS Service URL Enter the URL for the SCS service WMI mode SCS Server Name Enter the name of the SCS Server 279 NetSupport Manager v11 File Lo
291. y cccceceeeeneeae ees 314 Understanding IP AdCreSSe S ccece cece eee eee eee e eee eee teeta eae 316 Understanding IPX AddresseS 0 cceeeee teens eee e eee e eee ea eta eaeees 317 Using Command Line Instructions ccceceee cece eee teeta 318 Integration with Active Directory cceeeee cette eee eee tee eeeaee 321 Configuring the NetSupport Linux Client cece eee eee eee eee 323 Smartcard SUPPOrl iia ke ee eee ee cid Savoia eh 327 Contacting NetSupport cccceseeeeeeeeeeeeeeeeeeeeeeeeeeeeueeees 328 NetSupport Manager v11 Welcome to NetSupport About this Manual NetSupport Manager is designed to give IT managers mobile professionals telecommuters and trainers the power and flexibility to access and control a remote workstation from anywhere at anytime Dynamic screen handling combined with powerful file transfer and general communication requirements makes NetSupport the complete communications solution for remote control A connection can be made through another workstation a telephone line local area networks LAN dial up networking or using a local Internet Service Provider A connection can also be made through a direct connection between two workstations using a Serial cable This User Manual contains instructions for installing and running NetSupport Manager NetSupport Manager v11 Conventions Used The following logical and easy to understand conventi

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