Remote Access Support
Contents
1. emoteoc Access Assess Resolve Provide technical support or training remotely anywhere anytime For any assistance call us at 1 800 949 3555 On business days from 6 00 AM to 6 00 PM PST right Pro Softnet Corporation All rights reserved mo Epc User Manual Copyright Pro Softnet Corporation All rights reserved 2 of 24 emotepc User Manual Remote Access Helpdesk User Manual TABLE OF CONTENTS Lai aeol leila E 4 Features cre as EEE E aA eg a A et ua EE 4 Administrator Manage Technicians 2 esteeguseNESEEEEZEOOEREEIESENEEEEOEEROEEEANE ENEE 5 Technician Initiate a Remote Support Session EE 9 Customer Avail Technical support ee 13 Conduct the Remote Support Session ssssseeseeessseenerrrrreeserrrnrrnrnrensserrrenn nn 15 Remote Support Host Tray Men 18 Remote Printing EE 20 aire de UE 25 System RequireMents 0 sssssscessssssssssssssssssssssssssssssssssssssssssssssssssssseeees 25 BR ele Uer EE ee E 26 Copyright Pro Softnet Corporation All rights reserved 3 of 24 el wemotepc User Manual Introduction Remote Access Helpdesk is a simple way to provide remote customer support You can concurrently support multiple customers and resolve PC related issues A cost effective customer service solution our web based remote support solution saves time and leads to improved productivity Features e Administrator can manage support sessions via technicians e Web based2. Refresh Lets you refresh the screen with latest updates made on the customer s computer Text Chat Allows you chat with your customer Switch Monitor Swap between the monitors at the customer s end Reboot Lets you reboot the customer s machine You have three options e Normal Reboot and Reconnect e Forced Reboot and Reconnect e Safe Reboot and Reconnect Support Lets you contact the RemotePC support team for any queries Disconnect Allows you to disconnect the Support session Copyright Pro Softnet Corporation All rights reserved 17 of 24 wemotepc User Manual Remote Support Host Tray Menu Upon clicking the Remote Support Tray icon the customer has the following options Remote Support Pin Code Enable Remote Support Host Disable Remote Support Host Enable Allow Deny Prompt v Disable Sleep Mode View Log Install Remote Printing Support About Us Exit Remote Support Pin Code Allows you to view the pin code of the current session Enable Remote Support Host Allows the technician to remotely access the customer s computer Disable Remote Support Host Ends the remote support session Enable Allow Deny Prompt On enabling this option you are prompted you to allow or deny remote access to the technician to troubleshoot on your machine Disable Sleep Mode This option will be enabled by default and will not let your computer to go into the sleep mode even when it is set to System standby Clic
3. host machine gt click the Delete button gt the selected files folders get deleted e New Folder To create a new folder select the destination where you wish to create a folder gt click the New Folder button gt enter the folder name in the subsequent dialog gt click the OK button gt the folder gets created e Rename To rename a file folder select the file folder and click the Rename button enter the name gt the file folder gets updated with the new name Copyright Pro Softnet Corporation All rights reserved 16 of 24 a wemotepc User Manual e Minimize Minimizes the File Transfer with Remote Access Helpdesk window e Close Closes the File Transfer with Remote Access Helpdesk window View It has the following options e Full Screen Adjust your customer s desktop to fit the screen of your local computer e Normal Screen It displays the customer s desktop in the normal size on your computer e Scale to Fit This will fit the host computer s desktop within the Remote Support Viewer window e Full Colors It provides a realistic feel of the remote computer e Reduced Colors It increases the speed of access and updates on the remote computer while optimizing the colors e Zoom Enlarge or reduce the size of the customer s desktop Cnirl Alt Del Launches the Task Manager on the customer s computer Host Screen Blanking Blanks out the display on your customer s computer
4. of your customer e File Transfer On clicking this option the following screen is displayed File Transfer with lt sandy 192 168 1 58 gt RemotePC ll LOCAL MACHINE Sisi El REMOTE MACHINE Sisi Name L ps Modified Name L ps modifed gt w C Local Disk __Send gt gt welt Local Disk ses DI Local Disk wy D Local Disk R Desktop KE Desktop we E Local Disk Delete welt Local Disk ee F CD ROM wy F CD ROM My Documents C My Documents C9 Network Favori _New Folder Folder 9 Network Favori Rename Minimize Close NANNA AE 29 e Connected Left pane Displays the files and folders present on the technician s computer Right pane Displays the files and folders present on the customer s computer The Progress bar present at the bottom indicates the status of file transfers File Transfer options e Send To transfer data from your local computer to the remote machine select the desired files folders on the local computer and the destination on the customer s computer right pane and click the Send button e Receive To transfer files folders from the customer s computer to your local computer select files folders on the remote computer right pane select the destination on the local computer left pane and click the Receive button e Delete To delete files folders select files folders either on the local or
5. system for anywhere anytime remote support e Secure communication using 128 bit RC4 SSL encryption e Works over most firewalls e Interact with customers over chat e Reboot customer s PC and automatically reconnect to continue the support session e Perform administrative tasks on customer s PC e Two way clipboard to copy n paste information quickly e Print from customer s PC to a printer at the support end available with Microsoft Windows 7 Windows Server 2003 Windows XP and Windows 2000 Copyright Pro Softnet Corporation All rights reserved 4 of 24 FfemmOotepc User Manual Administrator Manage Technicians Remote Access Helpdesk offers administrators the provision to manage technicians For this sign up and login to your Remote Access Helpdesk account at hitp www remotepc com Click the Add Remove Technician icon on the web console G emotepc Helpdesk Solution My Account Logout Your Plan type Monthly Remote Access HelpDesk ull i GE Upgrade Edit Customization Account Credit card Technical Support Terminal To connect to your customer s machine remotely generate and send out the pin code to your customer Generate New Session Step Enter a name for the mew support session Celine Step2 Choose any of the options shown below to connect with the customer a 8 Emai a Drect Connect Link Creates a unique 6 Got code that the customer can Creates unique link for emailing
6. cut list The RemotePC Image Printer is automatically installed in the Printers and Faxes directory Copyright Pro Softnet Corporation All rights reserved 19 of 24 emotepc User Manual Remote Printing To use the remote printing feature install the Remote Support Host application on the host machine and then follow the steps given below 1 Right click the Remote Support Host tray icon Select the Install Remote Printing Support option from the shortcut menu The RemotePC Image Printer is automatically installed 2 On the customer s machine open a file and select Print option from the File menu The Print screen is displayed Select the RemotePC Support Printer option and click OK button A Print 3 Adialog displaying the transfer process of the file from the customer s computer to the technician s machine is displayed RemotePC Printing Transferring print file for preview Copyright Pro Softnet Corporation All rights reserved 20 of 24 wemotepc User Manual 4 On completion of the transfer process a Photo Printing Wizard appears as shown below Click the Next button This wizard guides you through a step by step approach on how to print your files using the Remote Support Viewer ENEE Ae Photo Printing Wizard Welcome to the Photo Printing Wizard This wizard helps you format and print photographs fro
7. e Access HelpDesk Helpdesk Solution i Add Remowe Add Remove Edn Upgrade Edit H Customization Cancel Technician Hosts Profile Account Credit card Report Tool Account Update your profile ABa New Password Confirm New Password The password length must be 4 16 characters It can contain only characters A Z a z 0 9 Email Address myohn myworkd com Country State Only for US Residents Ursted States of Amenca Calfoma E Note Geographic information is used to optimize your RemotePC connectivity Enhanced Security Safeguard access to sensitive information tke profile redt card detats etc while sharing your RemotePC Username Password with assoaates Enable enhanced Security Enhanced Security Password 1 would like to receive updates on RemotePC by email Copyright Pro Softnet Corporation All rights reserved 7 of 24 a wemotepc User Manual You can perform the following functions in your account using the web console LO Mjonn Home My Account Logout Ger otepc Your Plan type Monthly Remote Access HelpDesk Helpdesk Solution d e Add Remove Add Remove Edu Technician Hosts Credit card Add Remove Technician Assign an ID to your technicians to conduct the support session Add Remove Hosts Add or remove hosts from the remote session Edit Profile Update details like password email address phone number etc Enhanced Security Protect your sensitive information given in the
8. f minutes click here 4 If the customer has enabled the option to be prompted before allowing remote access you may have to wait for the customer s permission Copyright Pro Softnet Corporation All rights reserved 12 of 24 emotepc User Manual Customer Avail Technical support To avail technical support the customer needs to follow the steps below 1 Enter the six digit Pin Code sent by the technician at http www remotepc com In case you have been sent the direct connect link just click it Overview Pricing Partners Ce Username or Emad address Password Forgot Password emotepc gene OE Remote Access with superior performance Access your Office PC from Anywhere Try out the RemotePC service free for 30 days Support 1 800 949 3555 Business days 6 00 AM to 6 09 PM PST Remote Access for Consumer Secure remote access to you home computer More gt Customer Basic Plan USD 4 95 Allow the technician to remotely access your PC to per month for one PC troubleshoot train Plus Plan USD 9 95 per month for three PCs Signup Enter the six digit Pin Code Remote Access for Small Bus 25 100 remote computer acct More gt Small Business Plan USD 49 95 i per month for 25 PCs Signup News Reviews gt PRWEB RemotePC Launches Remote Access Helpdesk for SMB Market RemotePC desktop Vieser application connects te your remote computer in about five seconds faster
9. fessional System Requirements Any web browser 64 MB RAM 10 MB free hard disk space for installation purpose Stable Internet connection Copyright Pro Softnet Corporation All rights reserved User Manual 25 of 24 FfemmOtepC User Manual Technical Support Pro Softnet Corporation RemotePC Division 26115 Mureau Road Suite A Calabasas CA 91302 Telephone 1 800 949 3555 ext 3 within USA 1 818 594 5972 ext 3 outside USA Monday Friday 6 00 AM to 6 00 PM PST Fax 1 800 787 2595 Email Address http www remotepc com support htm Copyright Pro Softnet Corporation All rights reserved 26 of 24
10. is a six digit number generated at the technical support end to be used by the customer to initiate and authorize the support personnel to troubleshoot Email a Direct Connect Link A link that you can send to your customer over email At his end the customer needs to click it to initiate and authorize you to troubleshoot Copy link to Clipboard A link that you can send over instant messenger etc to your client Copyright Pro Softnet Corporation All rights reserved 11 of 24 F pmOotepc User Manual 3 If you are using Internet Explorer you will be prompted to install Activex for remote support for the first time on a particular computer J betes wwwremotepcnet Remote Access Remote Onine Meeting Remote Helpdesk Microsoft Internet Explorer 9 This kemit require the following ActiveX control RenotaPC viewer from Pro Softret Corp Chek here to natal G emotepc Helpdesk Solution 1 From the top bar click Install ActiveX Control to proceed Tj Remote Access Microsoft Internet Explorer Fle dt View Fawortes Tools Heb A lt s i gt wm Le Lg EAR Berets 62 5 ag Address Piatgric wes remotere tet bente ep Mocthey_actve pp ihdesc rnrn O te de mit rogare the following Activex contrat Semete t Viewer fram Pro Softnet Corp Okk here bo install 2 In the security warning dialog click the Install button 3 If you have not been prompted and you have waited more than a couple o
11. k Disable the sleep mode for details View Log Allows you to view the logs Install Remote Printing Support Allows you to install RemotePC printer on his computer Click Installing RemotePC printer for details About Us Displays the version and release date of the Remote Support Host application Exit Logs you out from the Remote Support Host application Copyright Pro Softnet Corporation All rights reserved 18 of 24 emoteoc User Manual Disabling Sleep Mode To know the setting of the System standby of the host computer go to Programs gt Settings gt Control Panel gt double click Power Options The Power Options Properties screen is displayed Power Options Properties TES Power Schemes Advanced Hibemate UPS Select the power scheme with the most appropiate settings for this computer Note that changing the settings below will modify the selected scheme Power schemes LL Save As Delete T ea Turn off monitor ever Tuin off bad disks Never System standby ater 30 mns 7 System hibemates Never gt Ss __ On clearing the selection of Disable Sleep Mode option in the tray menu the host computer will behave according to the option set in the Power Options Properties window Installing RemotePC printer To install a remote printer right click the RemotePC tray icon and select Install Remote Printing Support from the short
12. m a digital Camere of scanner You can also use this wizard to print photographs or other types of images directly trom your computer To continue click Next Copyright Pro Softnet Corporation All rights reserved 21 of 24 wemotepc User Manual 5 The Picture Selection Wizard displays the number of pages in the form of pictures as shown below gt select the check box for the page that you wish to print gt click the Next button If you wish to print all the pictures click the Select All button Ze Photo Printing Wizard Picture Selection Pictures with check marks wil be printed To pert al pictures click Select All Oo Copyright Pro Softnet Corporation All rights reserved 22 of 24 re motepc E User Manual Printing Options Select the piimer and paper you want lo use Copyright Pro Softnet Corporation All rights reserved 23 of 24 4 emotepc User Manual 7 Inthe Layout Selection screen select the required layout and click the Next button to commit the picture for print L Photo Printing Wizard Layout Selection Select a layout from the choices below Copyright Pro Softnet Corporation All rights reserved 24 of 24 7v7emotepc Compatibility Remote Access Helpdesk can be used on the following Operating Systems Windows 7 Windows Vista Windows 2003 Server Windows XP Professional Windows 2000 Server Windows 2000 Pro
13. profile like credit card details email etc before sharing your RemotePC Helpdesk account credentials with your associates Upgrade Account Upgrade to a higher Helpdesk plan Edit Credit card Update the credit card details on record and make outstanding payments towards your account if any Billing Report View all the payments made towards your subscription and generate invoice Session Report View the report for all the support sessions conducted by the technicians Customization Tool Incorporate the pin code entry field on your website to allow customers to directly enter the six digit pin Cancel Cancel your Remote Access Helpdesk account Copyright Pro Softnet Corporation All rights reserved 8 of 24 el wemotepc User Manual Technician Initiate a Remote Support Session Steps 1 Login to the Remote Access Helpdesk account by entering the ID sent by the administrator via email Note In case you have not been assigned an ID to conduct your remote support sessions contact your administrator 2 The Technical Support Terminal is displayed using which you can conduct or create the support session dh technician_johat Home My Account Logout emotenc Helpdesk Solution Technical Support Terminal Edit Profle Session Report To initiate a new remote support session click the Mew Session button Once the customer s session status is active click the Connect icon to troubleshoot
14. remotely Pin Code Session Name Status Duration Connect Send Delete Pin r Refresh PS 054686 Robert Inactive coco SOKO nws e e _ 59051 Peter Inactive noc HR A xX 7 420951 Celine Active 00 09 09 A X 7 ma The customer has entered the Fin Code and the GB Sond tre Droa Access Unk to your costo remote technical session can be commenced d ER aed ES The An Code is net being used by any customer i 7 Leave s note for your collespus my The seisoa status must indicate In Une te leave ae The remote sezsion it in progress Re A Delete the in Code It has the following options features Pin code Refers to the six digit number that has been sent out to the customer Session Name Indicates the name of the customer Status Indicates whether or not the customer has enabled remote access to his computer for troubleshooting Active implies that the host was successfully installed on the customer s computer and enabled using the pin code or link Inactive shows that the customer had disabled the access while In Use implies that the technician is already troubleshooting Duration The duration of the session from start till end Copyright Pro Softnet Corporation All rights reserved 9 of 24 Ffermmotepc User Manual Connect If the Status is Active then upon clicking this icon would allow you to connect to the Host computer Send Delete Pin Send the direct link to your customer dele
15. te the pin code leave a note for your colleague like the nature of the customer s problem tasks undertaken etc Refresh Reflects updates on the support terminal New Session Initiate a new support session by sending the pin code or direct connect link to the customer Edit Profile Update your password etc Session Report View a report of the support sessions handled by you Copyright Pro Softnet Corporation All rights reserved 10 of 24 Ffermmotepc User Manual Start a remote support session 1 To start a new session click the New Session button 2 The Generate New Session screen is displayed from where you can send out the pin code or the direct connect link to your customer Generate New Session Step1 Enter a name for the new support session Celine Step2 Choose any of the options shown below to connect with the customer A Get Connection PIN B Email a Direct Connect Link Creates a unique 6 digit code that Creates a unique link for emailing to the customer can enter at the customer www remotepc com Cc Copy Link to Clipboard Copies the direct link to the clipboard Enter a name for the new support session You technician can provide a logical description to identify the customer s computer that you will access You can use either the pin code or the direct connect link to initiate the remote technical session Get Connection PIN A pin code
16. than mest competing products mmpreving your overall productivity Copyright Pro Softnet Corporation All rights reserved 13 of 24 emotenc User Manual 2 Install the Remote Support Host application when prompted 3 The remote support tray icon turns Blue indicating that your computer is ready for the remote support session RemoteSupportHost Status By default the technician will be able to access your computer to troubleshoot However you can ask to be prompted for permission before the support session by enabling the Enable Allow Deny Prompt from Remote Support Host tray Enable Remote Support Host To allow the technician to troubleshoot you must click the Allow Access button RemoteSupportHost Copyright Pro Softnet Corporation All rights reserved 14 of 24 emotepc DEERE Conduct the Remote Support Session Once the customer s computer is ready for the remote Helpdesk session the s icon is visible on the Technical Support Terminal Click the icon to see the customer s desktop screen on your monitor Remot eSuppertitest Status Seren a n Progen JOO mim You can use the Remote Support Viewer to change the screen size appearance transfer files folders and so on Copyright Pro Softnet Corporation All rights reserved 15 of 24 el wemotepc User Manual File Transfer Allows you to transfer files and folders between your computer and that
17. to the enter at customer www remetepe com c Copy Link to Clipboard J Copes the direct ink to the chipboard Copyright Pro Softnet Corporation All rights reserved 5 of 24 el wemotepc User Manual Create an account for your technician s by assigning an ID using which the support personnel can login from the website to conduct the support session My Account Logout meer Your Plan type Monthly Remote Access HelpDesk Helpdesk Solution Go a H E z Add Remove Add Remove Edit Customization Technician Hosts Profile Account Tool Manage Technicians CBK Create an account for your technician by assigning an ID using which the support personnel can login from the web to conduct the remote support session Technician ID Emall Address technican john john Smyworld com technidan_sam sam myworld com Technician Password Confirm Password techsaan_sophy Sophy myworld com While you can create any number of technicians the number of concurrent support sessions that the technicians can conduct will depend on the plan Copyright Pro Softnet Corporation All rights reserved 6 of 24 el wemotepc User Manual In case you are required to share your Remote Access Helpdesk login credentials with others you can protect the privacy of critical information like credit card details etc by enabling the Enhanced Security Password under Edit Profile My Account Logout emotenc Your Plan type Monthly Remot
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