Frequent Questions
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Common Questions
Contact Support with questions you may have that are not covered on this page.How to connect to remote computers?
The user at the remote computer runs the client software. When the client starts, it prompts
for a Code. The Code the user enters is your Viewer ID ().
A Direct Connection is then then initiated to your Viewer. When the connection is made,
your Viewer opens with the remote desktop visibale and with keyboard and mouse control.
Can the client software be run from my website?
It can be distributed anywhere accessible by your remote users and run when needed such has desktops, servers,
your own websites, OneDrive, GoogleDrive, etc. It does not have to be run from our site.
It's a small packaged standalone executable
with no pre-requisites such as .NET or Visual C++ Runtimes. No agents are left running on the user's
desktop. The client software doesn't autoupdate at this time.
Are there any servers in the middle of the connection between the remote client and my Viewer?
Your data is not passing
through another server in the middle of the connection. Connections are direct from the
remote client and your Viewer. So data is not captured or slowed down.
How many remote desktops can connect to my viewer at once?
As many as you need to have connected to your viewer for support. Depending on resources,
the number of simultaneous remote connections can be very large. We've tested up to ten.
Can the default port number be used and is it TCP or UDP?
The default TCP port can certainly be used but if a change is needed because the port is in use by
another application for example, the port number can be changed to match your requirements.
Do I have to configure my Internet router?
For a Direct Connection with no servers in the middle, the port number has to be forwarded
through the router to your computer running the Viewer. This is no different then forwarding
for gaming applications for example.
When would I need to change my configured IP address?
You may not need to change it at all. If your Internet IP address is static from your ISP, it will remain unchanged.
If your Internet IP is dynamic, it may change over time so you'll just need to easily update the IP on the
main user page. Additionaly, you can change locations from where you're providing support, for example you work out
of several offices or office and remotely from home.
What is the IP address used for, why do I need to update it?
The IP address is used by the remote client software to create a Direct Connection. The remote client software when it's
downloaded and run,
connects to our servers to get the IP address, your IP address, to connect to. It uses the Viewer ID the user enters
to know what IP to get from the database. The Viewer ID is unique to you and it's what the user enters to
connect for support.