Information, Tips & Reminders
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 should be running on
your 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 on your main user page in Step 1 to the current public address of your network. In most
cases, as you know, this is the WAN IP address of your Internet router
or firewall. Setup TCP
port forward/port translation on your
router or firewall to your computer.
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.
Remember to configure TCP port forwarding on your Internet
No changes or modifications are required on remote
client's computer or network, only on your side of the connection
per location since you can use your account from the office, from home or anywhere
else you can set port-forwarding on. Alternatively, you can remote into the computer
you regularly provide support from with other unattended remote control software and
once logged in, provide support to clients.
The default TCP port number shown on your main user page
(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 in Step 2,
update the firewall/router to reflect the change i nthe port number and restart your
remote support viewer software. 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.
Steps to configure port forwarding on your router or
firewall can be found at the following site:
(You don't need to download
The site above lists hundreds of routers by manufacturer and
provide configuration screen shots. If you're still having trouble, then email us.
Local LAN Network & Private WAN Remote
remotely supporting computers on your local LAN network or private
WANs such as MPLS, VPNs, point-to-point lines, etc., configure Step 1 on the
main user page with the IP address of the computer from which you'll be providing
remote 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.
Usually when changing ISPs you'll get a new public address assigned.
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 update your firewall/router and 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 Step 1 of the main user page.
Desktop Protocol (Microsoft's RDP - Remote Desktop Protocol) for any
Using RDP is not recommended for any testing.
If your testing the service out by first connecting to a remote computer using
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 an RDP and a 4RemoteSupport session at the same time.
How Do Remote Computer Users Access
The Remote Support Software.
There are a number of options and 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:
(www is not required)
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. Your remote clients can gownload 4Support.exe from your website. You can place the remote
support program 4Support.exe on your website for your users to download and run. A local copy
could saved on the remote computer to be run at a later time.
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
like Microsoft Outlook.
4. Place a form on your site. Remote clients and/or end-users can
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
Simply copy and paste the following code to any page on your
The following is the result of the code above when added
to a web page on your web
site or other
personal web page space.
Learn more about how your users get to support from you,