Your end-users'
remote control software, that downloads automatically or is
run from 4Support.exe, connects to YOUR support viewer. The
remote support viewer
program has to be running on the computer that will be used for
providing remote support before your end-user tries to
connect to you.
Over The Internet Computer 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.
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.
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 port in your profile works fine and you could change it
to anything you like - 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 above is set, start your
remote support viewer and run the port tester 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.
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) 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. 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 and no password. The form to enter your address is
clearly labeled with "Login Below for Remote Support".
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.
To learn more about how your users get to support from you
click here.
Before you even begin anything, make sure you have a Java VM Plug-in
installed and enabled on your system you end-users will
not need it but your computer does.
You could install one from here -
click here for the Java Selection
and installation page
or go to Sun's Java site,
www.java.com.
For
IE 7 on Windows
VISTA
There is a new version 6 of the Java
JRE for Vista.
Download
Java JRE 6 for Windows Vista from
our site
or from
Sun's.
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.
