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1 Remote Help Desk Overview Version 1.51 CloudSync, Inc. +1 (720) phone +1 (720) fax

2 Remote Help Desk Remote Help Desk provides your support staff with powerful real time tools to provide proactive support for your mobile users. To open RHD, click on the red and white life preserver icon next to the left of the device icon. The CloudSync system will check to see if the device is online and accessible for a remote session. On confirmation CloudSync will open the RHD console for that device. It s helpful to note that you can have multiple device windows open at the same time. It is also possible to have multiple support personnel at separate locations working on the same device at the same time, a very helpful feature for training or demonstrations. Page 2

3 Page 3

4 Features Remote Control One of the leading features of the RHD console is the web-based remote control feature. Unlike other products on the market there is no need to install any client software on your desktop. With the remote control feature you can take control of the device as if you had it in your hand. A nice feature of the remote control is the ability to use your desktops keyboard to type in information into the device with out having to tap out letters on a virtual keyboard. Screen Resolution Another nice feature about the remote control is the option to define the resolution of the virtual screen. This is helpful if your device is running over a slow network or Wireless Wide Area Network connection. Page 4

5 Screen Size CloudSync provides you the ability to enlarge the screen, helpful if you are conducting a demonstration. Page 5

6 Screen Capture With CloudSync you can also take a screen-shot of the mobile device, saving it as a JPEG or BMP, which is helpful in capturing anomalies for your development team to help them debug any issues, or for the creation of user documentation. Tools The tools tab allows you to configure or restart the CloudSync agent on the mobile device, as well as the ability to remotely warm, cold-boot the. Page 6

7 Messages You can also use the Messages tab to customize a message and send in real time to that device. In future releases of CloudSync you will be able to send a messages or announcements to multiple devices at the same time. Page 7

8 CloudUpdate Another nice feature is the ability to force the device to synchronize with the server using the CloudUpdate application. In case a mobile user may be unaware of your need to install files and applications, you can have the option of sending a customizable notification to the user that the administrator needs to update files and applications on the device, and not to panic if unexpected things happen. Overview CloudSync provides important performance and health information for your device including, network information, battery and memory conditions, as well as a five day performance history of your device to help with diagnosis. In addition to the detailed device information Remote Help Desk provides some of the most powerful management tools on the market, many of which go beyond what the device itself provides. Page 8

9 Applications For instance the Applications tab allows to remotely uninstall an application, or install an application loaded on the device. Page 9

10 Processes The Processes tab not only lists all the currently running processes on the devices, but provides you the ability to stop or kill a process, for example I can remotely shut down the Solitaire game running on this device. It is also helpful for shutting down an application that may be stuck with out having to restart the device. Page 10

11 Networking The Networking tab provides detailed information on the network information for that device, such as: Installed Adapters Connections Routing Tables Address Resolution Protocols TCP Statistics Network Parameters WLAN Access Points Page 11

12 File Manager The File Manager allows you to explore the files and folders on the mobile device much like you would with the devices own file explorer. The advantage of this tool is it allows you to download files directly to your desktop from the device without having to use ActiveSync. Conversely you can upload files from your desktop to the device, as well as move, copy and delete files. Page 12

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