Remote Support Software

Help & FAQs
    Our help area is being expanded - please be patient. More information will be added as we're constantly trying to improve the service we provide to you.  
   

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If you have questions that are not answered here, we'll be very happy to answer them and assist you.

                

Please email support at 4Support@4RemoteSupport.com

 

 

 

About Using the Support Viewer:

 

Using the support viewer program, that you start from your user profile page, is fairly easy and self explanatory. We may be adding screen shots in the future with brief guides.

 

The program starts minimized with a tray icon displayed on your task bar's system tray. Once started and tested using the Tester on your main user page, here's not much more you need to do. The viewer will automatically open to a full window when a client connects and a support session starts.

 

You can set some viewer options before starting your support viewer. If you make options changes, you have to restart your viewer (not your computer) if it is already running for the changes to take effect. Please note, these options are for version 2 of our support system only. Users with evaluation accounts and paid customers with accounts created after 12-06-06 are automatically using version 2 of our system.

 

    Click here to change/set viewer options.

 

 

The end-user cannot configure anything on the client software that's downloaded to their computer and this is a good feature since end-users can be dangerous. If the remote client software is left running on the end-user's computer system after a support session, no unauthorized connections can be made to it at all. NO ONE can use another support viewer to gain control of their computer's desktop because the software is left running. It could only make outbound connections to a support viewer and the end-user will have to actually know how to do that. We recommend terminating a support session on the end-user side. When you are ready to end a session, right click the the task bar icon on the remote computer and select close.

 

If your support viewer is left running on your system and an attempt is made to connect to it. The system that connected to it will be remotely controlled by you not visa versa. To feel more secure, just close your viewer at the end of the day, shift, or support session and restart it when you are ready or need it.

 

 

 

 

Some Simple Viewer Rules: 

 

Restart your viewer if you've made a port number change in your configuration. If you change the port number, be sure to set the port forwarding on your router/gateway/firewall to the new port number. There's no need to worry about the end-user since when they login for support, the software that downloads on their end will use the new port setting you specified.

 

The desktop viewer disconnects from the client after an hour of inactivity.

 

 

 

When to change the port number in your configuration:

 

The default works fine, that's why it's the default.

But if you have more than one account with us for your network, each tech should get their own port number assigned and port forwarded on the gateway/firewall/router to their desktop.

 

The port number assignment, as an example, could go:

                                   

                                    Tech 1    port 5500

                                    Tech 2    port 5501

                                    Tech 3    port 5502

                                     and so on.  

 

 

Some hard to reach networks that have all OUTGOING ports blocked, may need the port number switched to 443 (https).

 

 

 

About Using the Port Tester:

 

The port test will not work when using a private address in the configuration to support users on the private LAN or WAN. We, nor any other web server, can connect to your private address directly over the Internet. The viewer tester was designed to and can only test your setup if you have configured your viewer for Internet support.

 

 

 

How to Setup Port Forwarding: (future releases will not require this but for now it's required)

 

For instructions on how to setup port forwarding on your router, gateway or firewall, for now please see the device manufacture's web site. If you still have trouble email us. We could help, we're support techs too!

 

Note: The port forwarding section on some router and firewall configuration screens can be referred to as as virtual servers, virtual host, or port translation. It's very easy to setup on most gateways/routers and firewalls. This setup only needs to be done once and changed only when your network conditions change.

 

Click here for a basic explanation of port forwarding that may help you.

 

Click here for a basic explanation of NAT (Network Address Translation).

If you need help setting up port-forwarding on your router then let us know. We can try to help you, but we don't know you need help if you don't tell us!

 

 

 Or, find the steps to configure port forwarding on your router or firewall at the following site:

 

     http://www.portforward.com

 

 They list hundreds of routers by manufacturer and provide configuration screen shots. If they do not have yours, let us know.

 

When to use the IP address of your computer and not the public IP of your router/gateway/firewall:

 

If your supporting users on demand over the internet use the public IP address.

 

If you do not know the public IP address of your network, it's shown in the upper right hand corner of your profile page (and this page). If you don't know the IP address of your computer, run ipconfig from a command line on 2k,xp,2k3. If your using win 9x or Me - upgrade your system. Those OSs are done!. If insist however, run winipcfg.

 

 

- If your using this service on a network where your system and the computer(s) you're trying to remote control are both part of, such as a LAN, use your computer's address 

 

- If your using this service on a network where your system and the computer you're trying to remote control are both part of a private corporate WAN, use your computer's address 

 

An example of a corporate WAN is where a company or organization  has two or more offices interconnected via dedicated circuits such as a T1s, leased lines, or Frame Relay.  VPNs also fall into this category so long as the VPN is "up" between the network the computer your trying to remote control is on and the network your on. 

 

In such cases as those just described, you just set the IP address in your member profile to the IP address of your computer and not the address of your external router/gateway. You could simply change it back to the gateway or public address to turn your support efforts back to an end-user on the Internet. Others charge to make these changes for you - we don't.

 

There's one additional case requiring the computer's IP:

 

- If your using this service and your computer is directly connected to a cable modem or DSL modem (or ISDN modem for our members in other parts of the world) with no router in between and you have a public IP assigned to your system automatically from your ISP.  This is a rare case but it happens.

 

 

 

 

 

Some Common Frequent Questions:

 

 

 

What happens when I disconnect from the remote client software.

 

Nothing. The software left running on their system can't do anything. No one can connect to it. On next reboot it just goes away or the user can right click on it and choose Exit or Close from the menu.

Does this modified VNC work differently?

 

Although a modified version of VNC is used, it works very much the same as the unmodified version with some features intentionally made unavailable, some predetermined defaults set, and modifications we have made and to meet the needs or our system. The features that are unavailable are done so because there's no installation required and also to prevent access to the end-users desktop if the software is left running on it. To keep the process simple for end users you are supporting remotely, we've eliminated the need to have to run an installation. 

 

 

What are the client requirements?

 

The requirements are minimal. No pre-installed software is required on the remote desktop computer. The remote desktop client will try to use Java but a backup link to an executable version is always available to the end-user. When they click on the link, they get prompted to "Run" or "Save" the file, just like any other Internet download (the option could also read "Open" or "Save" the file depending on the browser and OS version).

 

The executable that is run is 4Support.exe. This is the same file that you can place on your own website. If you place the file on your own website then your users could go to your site for support. 

 

 

 

The client software downloaded and started successfully but didn't connect to my Viewer.

 

First thing to do is - check that your port-forwarding is setup properly on your router. Use the Test Viewer button on your user profile page to check it before trying it out live with another person.

 

Re-download 4Support.exe or ask your end-user to close the browser window, open a fresh one and login again on our homepage.

 

What ports can I use?

Just about anything you like but stick with the default. Microsoft's RDP Port 3389 is a good one too. You could experiment all you like and change things at will.  Again, we don't charge for these changes - other services do!

For some networks, outbound ports to the Internet are blocked except for 80 and 443. These are http and https. You could configure your port to 443 for some hard to reach places. This will cause your end-users client software to use the https port.  This will make the viewer a tad bit slower. If the customer's are in a secure bunkered down environment that's just too hardened then maybe you need the approval from someone to be in there.

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If you have questions that are not answered here, we'll be very happy to answer them and assist you.

                 Please email support at 4Support@4RemoteSupport.com

 

 

 

 

 
       
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