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Setup
Information, Tips & Reminders
The remote
computer runs
remote control that software connects to YOUR support
viewer. The remote desktop connection could be over the
Internet for
web based remote support of clients or on your LAN for
internal user client desktop support.
The software the remote
clients execute is downloaded automatically when the remote client
initiates a connection or is
run from 4Support.exe after a manual download by the remote
client. The
remote support viewer
program has to be running on the computer that will be used
to provide
remote support from before your remote end-user tries to
connect.
Over The Internet Computer Remote Support
(Web Based Remote Support)
If you're remotely supporting desktops on the web, set the IP
address in your profile to the public address of your network. In most
cases, as you know, this is the WAN IP address of your Internet router
or firewall.
Then just setup a simple TCP
port forward/port translation on your
router or firewall to your computer.
On some routers or firewalls this configuration is referred to as a
virtual server. For Microsoft ISA servers, this is called Publishing an Internal
Server.
Your public IP address is shown in the upper right corner of your
user profile page under Browser IP Address. This is, in most cases,
the address that you enter in Step 1 of your account setup and
matches the WAN internet address of your router/firewall or gateway.
No changes or modifications are required on remote customer's or end-user's equipment - only
yours and just once. Just once per network since you can use your account from
the office, from home or anywhere else you can set
port-forwarding on.
The default TCP port number in your account's profile
(Step 2) works fine with only few exceptions. You could change the
port number at any time
to almost any port number you prefer to use - just remember if you change the port number,
make the addition or change in your router and restart your
remote support viewer. The IP address and port number are used
by your end-user's software when they login to get support from you.
Once the ip address and port number for your account is set, start your
remote support viewer and run the
connection tester (Step 4) and
get a successful result.
At this point your good to go for Internet support. If you need help please just
email our support group. We can help only if we know your having
trouble.
Find the steps to configure port forwarding on your router or
firewall at the following site:
http://www.portforward.com
The site above lists hundreds of routers by manufacturer and provide
configuration screen shots. If you're still having trouble, then
email us. We've configured hundreds of routers and would happy to try
and help you with yours.
For Microsoft ISA server you will have to publish an internal server
using a server publishing rule. For more details please visit
Microsoft's web site at this link:
http://www.microsoft.com/technet/isa/2006/secure_web_publishing.mspx
On The LAN & Private WAN Remote
Computer Support
If you're
remotely supporting computers on your LAN. Configure your profile with
the IP address of your computer system from which you'll be doing
support from. This IP address is normally a private address
subnet for your LAN (e.g.. 192.168.x.x,10.x.x.x,172.16.x.x - 172.31.x.x). Port
forwarding doesn't play a role for LAN support since your on the same
local network subnet.
You could change your IP & port settings whenever
and as often as needed.
If you change your ISP, for example, from cable to DSL, visa versa,
or to another type of connection. Just simply make the change on
your user page to match the new provider.
You'll probably not change the port number often but if you do, just
remember to restart your viewer if you make a port change since that
will be the current port your end-user or customer will be trying to
connect to. If your network public IP changes then you could configure
a new IP address in your profile. Usually when changing
ISPs you'll get a new public address assigned. Other remote support
services charge for IP address change - we do not.
Using Remote
Desktop Protocol (Microsoft's RDP - Remote Desktop Protocol) to test or try out the service
If your testing the service out by first connecting a computer using
Microsoft's
remote desktop protocol
(RDP) first then you may not get a connection and or other
unpredictable behaviors can occur. The remote control
software will work through an RDP session but not always when the
same computers are doing both sessions at the same time.
How do end-users or customers
access the remote support software
There are a number of options or choices. Here are the most common.
1. Login with your
viewer id on our homepage (no password or account required, they
just enter your number/code). The form to enter your address is
clearly labeled with "Login Below for Remote Support".
Depending on the remote user, it may be simpler for them to go to
http://forremotesupport.com.
When they enter either of the above URLs into their browser manually
or if you emailed them the site link which they then clicked on, a page loads with a single form for
them to enter the viewer number to start a
remote support session. The page is
similar to the one shown below.
2.
Download 4Support.exe from your website. You can place the remote
support program 4Support.exe on your website for your users to
download and run.
Click here
to download your copy to place on your server. When 4Support.exe
is downloaded and executed for
remote support by your
end-user or customer, they enter your viewer id when
prompted and no password. Your viewer id can be found on
your user page.
3. You could send the remote user or customer a remote support link
via email from your user page or by using your own email program.
Click here
to send a remote support
link right from our server.
4. Place a form on your site. Remote clients and/or end-users can
initiate a
remote support session from your web site. We give you the
HTML code to paste into your web page. No need to learn HTML or
scripting languages. The following is an option, it is NOT
required.
Simply copy and paste the following code to any page on your
web site.
The following is the result of the code above on your web
site or personal web page space.
Learn more about how your users get to support from you
click here.
Before you begin, make sure you have Java
installed and enabled on your system and for the
browsers you intend to use. Your end-users will
NOT need it but your support computers do.
Click here
to start your Java installation or upgrade
or go to
www.java.com.
The Java VM is required for your systems NOT YOUR REMOTE
END-USER. It's needed to
automatically download your Viewer to your computer and start with your
port setting.
A link for your end-users to manually download the remote
control support software has been added on the same page as
the connect button and on pages that open if java is not
found on the remote computer.
YOU need Java, your customers or other end-users do NOT.
Enable Java in the Browser:
Internet Explorer
- Select Tools then choose
Internet Options. The Internet
Options screen appears.
- Select the Security tab.
- Click the Custom Level button.
The Security Settings screen appears.
- Scroll down to Java Permissions
and choose either Low, Medium or High safety
- Click OK. The Internet
Options screen appears.
- Click OK.
Mozilla Firefox
- Open Mozilla Firefox.
- From the menu bar select "Tools -
Options"
- Click the "Web Features" category.
- Ensure that the "Enable Java" and "Enable
JavaScript" options are selected.
- Click the Ok button to exit the
Options window.
A
simple setup is required mostly for over the Internet
support. For LAN support your ready to go right away as long as the
desktops meet the requirement of Java VM needing to be
present and functioning properly. You just have to enter
your computer's IP address into your profile.
Since your probably an IT person, you'll most likely
understand the basic setup requirements and that
implementing them needs to be done just once. If your
network conditions change you could modify your profile's IP
configuration to match. Changes are done freely from your
profile page at no additional cost. Other providers of
on-demand remote support software
and services charge to make changes for you.
If you have any questions please email
us at
4Support@4RemoteSupport.com For service
update news see our
Service Update page - add a feed to
your favorite RSS reader.
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