Quick Connect. Overview. Client Instructions. LabTech

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1 LabTech Quick Connect QUICK CONNECT 1 Overview... 1 Client Instructions... 1 Technician Instructions... 4 VNC... 5 RDP... 6 RAssist (Remote Assistance)... 8 IE (Internet Explorer browser)... 9 CMD Port Forwarding Document Revision History Overview Quick Connect allows your clients to connect with a technician. It utilizes tunnels to establish the connection and once the connection is made, it performs a basic inventory of the target machine and relays this information to the technician. Quick Connect features RTF chat, a remote command prompt, Internet Explorer proxy plus RDP, VNC and Remote Assistance redirectors. Client Instructions NOTE: Quick Connect uses the relay server for backup connections. The timeout is set to 30 seconds, so every 30 seconds it will fail over to a new relay port and try to connect, if necessary. 1. Access the Web Portal. To access, enter the IP address of the LabTech server into a browser window, if necessary. This will take you to the home page of the Web Portal QuickConnect 1

2 Quick Connect Figure 1: Web Portal 2. Click on the Click Here link in the Quick Connect section of the page. This option will only be available if a technician is available. Figure 2: File Download Security Warning NOTE: The link to the Quick Connect is A shortcut can be placed on the user s desktop for quick access in the future. However, if you create a shortcut and you change the redirector server s address, then the file should be downloaded again. 3. You may be prompted to run or save the QCRemote.exe. Click Save and save it to your desktop. Close the download window when download is complete QuickConnect 2

3 LabTech 4. Double-click on the QCRemote icon on your desktop to begin the session. If you receive a security warning for publisher not verified, click Run to continue. 5. You will be prompted to enter Your Name and a Quick Message. Figure 3: Ask for Help 6. The name will default to the computer name. Change the name, if necessary and enter a quick message to the technician, and then click Ask for Help. Figure 4: Quick Connect 7. Quick Connect will wait for the technician to connect. Once connected, it will display Connected to remote peer instead of Searching for remote peer address. NOTE: If the Reconnect Automatically on Disconnect is selected, Quick Connect will automatically try to reconnect in the event of a disconnection QuickConnect 3

4 Quick Connect Figure 5: Connected to Remote Peer (Technician) 8. If you need to send a message or respond to a message the technician sent, enter your message and click Send. 9. When the session is complete, click the Close button. Technician Instructions Figure 6: Quick Connect 2. Double-click on one of the help requests or right-click on one of the help requests to start a RDP, VNC or Remote Assistance automatically QuickConnect 4

5 LabTech NOTE: The following steps are based on double-clicking a help request. Figure 7: Connection Made 3. From this Quick Connect Local window, you have several different options. Select the option that suits your needs. Each option will be explained in the following sections: VNC, RDP, RAssist (Remote Assistance), IE, CMD, Port Forwarding. NOTE: There are two close controls on this screen. The Close Remote will close the client s connection to you and the other will just close this window. Remote Computer tab: At a glance, the default Remote Computer tab shows you information about the computer that the request originated from to include IP, Mask, Gateway, MAC Address and Description. Right-click on an IP address to open a browser window to Browse to IP or IE Browse to Gateway. Connection Information tab: Displays when the connection started, how long the connection has been in place, remote IP address, the remote port, the current status of the connection and other pertinent connection information. Chat with the User tab: Allows the techinican and the user to send messages back and forth. Enter your message and click Send. VNC 4. When the session is no longer needed, click the Close Remote button to close the remote session and yours. VNC allows a technician to remotely control and fully interact with a target computer. An agent does not need to be installed on the computer in order to use VNC QuickConnect 5

6 Quick Connect Figure 8: Quick Connect 2. Double-click on one of the help requests to open the Quick Connect Local window, and then click on VNC or simply right-click on one of the help requests and select VNC to start the session automatically. 3. Your client may receive a security warning prompt. They will need to click Run to continue. 4. When the session is no longer needed, click the Close box to close the remote session. You will then be prompted if you would like to reconnect. Click Yes if you want to reconnect or No to finish the VNC session. 5. Click Close Remote to end the Quick Connect session. RDP RDP (Remote Desktop Protocol) allows a technician to connect to the user s computer and have access to all of the programs, files, and network resources as though you were in front of your computer at work. This will lock the user out of their computer while you have an RDP session in progress. NOTE: RDP is only available for computers with RDP servers running on port QuickConnect 6

7 LabTech Figure 9: Quick Connect 2. Double-click on one of the help requests to open the Quick Connect Local window, and then click on RDP or simply right-click on one of the help requests and select RDP to start the session automatically. You will be prompted to enter the login credentials for the remote agent. Figure 10: Windows Security 3. Enter the user name and password, and then click OK. You may receive a message regarding certificate errors. To continue with the connection, click Yes; otherwise, click No QuickConnect 7

8 Quick Connect NOTE: If you get a message that this computer cannot connect to the remote computer, it is most likely because the remote computer is not configured to accept remote connections. This must be enabled on the remote computer in order to use RDP. On the remote agent: Click Start, then right-click on Computers. From the menu that displays, select Properties. Click on Remote Settings from the menu on the left. In the Remote Desktop section, Allow connections only from computers running Remote Desktop with Network Level Authentication (more secure) must be selected. Click Apply and OK. 4. When the session is no longer needed, click the Close box to close the remote session. The Quick Connect session will remain open. 5. Click Close Remote to end the Quick Connect session. RAssist (Remote Assistance) Remote Assistance allows a technician to connect to the user s computer and correct any problems directly. NOTE: RAssist will only work with Vista and Windows 7 remote computers. Figure 11: Quick Connect 2. Double-click on one of the help requests to open the Quick Connect Local window, and then click on RAssist or simply right-click on one of the help requests and select RAssist to start the session automatically QuickConnect 8

9 LabTech Figure 12: Windows Security Alert 3. Your client will need to click on Allow Access to continue. You can view everything that is happening on the remote machine but you are unable to perform any actions. 4. Click on Request Control. Once you have requested control, you are granted the mouse and keyboard. Figure 13: Request Control 5. When the session is no longer needed, click the Close box to close the remote assistance session. The Quick Connect session will remain open. 6. Click Close Remote to end the Quick Connect session. IE (Internet Explorer browser) The IE option allows you to connect to the target computer s Internet connection QuickConnect 9

10 Quick Connect Figure 14: Quick Connect 2. Double-click on one of the help requests to open the Quick Connect Local window, and then click on IE. Figure 15: Connect via Browser 3. The browser will open and initially appear to try to connect to the IP address of the target computer. From here you can enter an IP address (e.g., router) or a URL in the Address field. NOTE: Your client will not see any actions you perform using the browser. 4. When the session is no longer needed, click the Close box to close the browser. The Quick Connect session will remain open. 5. Click Close Remote to end the Quick Connect session. CMD The CMD option is an active command prompt on the remote agent which allows you to run commands at the command line QuickConnect 10

11 LabTech Figure 16: Quick Connect 2. Double-click on one of the help requests to open the Quick Connect Local window, and then click on CMD. Figure 17: Remote Command Prompt 3. Enter your desired commands for the remote computer. 4. When the command prompt is no longer needed, type qcexit to quit. The Quick Connect session will remain open. 5. Click Close Remote to end the Quick Connect session. Port Forwarding Port Forwarding allows to create different ports which will allow you to connect other items across the tunnel QuickConnect 11

12 Quick Connect Figure 18: Quick Connect 2. Double-click on one of the help requests to open the Quick Connect Local window, and then click on Port Forwarding, then the desired option (SQL Ports, Socks Port or Custom Port). SQL Ports: This option forwards MySQL (port 3306) and MSSQL (port 1433) ports for you. Socks Port: This option forwards a Socks port (port 1080) for you. Custom Port: This option will allow you to create a custom port. Options available: TCP Local Listen, TCP Remote Listen, UDP Local Listen, UDP Remote Listen and Local Socks Proxy. Complete the necessary fields and click on Create. Document Revision History Date Notes 08/03/2011 New QuickConnect 12