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2 Contents 1. Preface About This Guide Typographical C onventions Feedback Introduction About Techinline Remote Desktop How Techinline Service Works Getting Started System Requirements Running C lient Desktop Application Client User Interface C lient Box (Pre-Session Status) C lient Box (Active Session Status) Launching the Service Sending the...18 C lient ID 5.2. Methods of...20 Launching the Application 6. Performing Techinline Operations The Remote Reboot Regular...22 Reboot and Reconnect Safe Reboot and Reconnect Request...24 Windows C redentials 6.2. Restarting Your Application as Windows System Service Support Session Allowing the Expert to View and C ontrol your Desktop and Reboot your C omputer Viewing and C ontrolling the Expert s Remote Desktop C lient Reboot Viewing...35 and C ontrolling Multiple Remote Desktops Using Tools Home button Using the C TRL+ALT+DEL Button Using the Pencil Tool Using the Laser Pointer Tool Using the Magnifier Tool Techinline Ltd. All rights reserved.

3 Using the Session Video Recording Tool Using the Multi-Display Tool Managing Remote Session Options Specifying Image Quaity Specifying the View Setting for the Screen of a Higher Resolution Disabling/Enabling C lipboard Synchronization Specifying the Folder for Video Session Recording Interacting...48 with the Expert via C hat 7.4. Transferring C ontent Drag&Drop C opy&paste Sending...51 Files 8. Сhange of User during the Session Disconnecting from the Support Session Terms of Services Copyright Techinline Ltd. All rights reserved.

4 1 Preface Welcome to the T e ch in lin e R e m o te D e s kto p Client User's Guide! In this chapter, you will find the following information: About this Guide 4 Typographical conventions used in the Guide 4 Instructions on how to send us your feedback About This Guide The T e ch in lin e Clie n t U s e r 's G u id e is written for Clie n ts - individuals who receive technical support or any other form of assistance from the Ex p e r t via a browser and an Internet connection. The aim of this Guide is to provide you with the complete and detailed instructions on how to work with T e c hinline R e m o te De s k to p. In this Clie n t U s e r 's G u id e, you will find the following information: Preface 4 - information about this Guide, typographical conventions, and feedback. Introduction 6 - general information about the T e c hinline R e m o te De s k to p service. Getting Started 9 - instructions on how to run T e c hinline R e m o te De s k to p for the C lient. C lient User Interface 13 - an overview of the C lient user interface of T e c hinline R e m o te De s k to p. Launching the Service 16 - instructions on how to launch T e c hinline R e m o te De s k to p as the C lient. Sending the C lient ID 18 - instructions on how to send the C lient ID to the Expert to join a session. Disconnecting from the Support Session 55 - instructions on how to disconnect from the session. Support Session 30 - instructions on how to allow the Expert to view and control your desktop and reboot your computer, how to view and control the Experts's remote desktop, transfer folders/files/text, and chat to the Expert. Terms of Services 56 - a legal agreement between you and T e c hinline for use of the T e c hinline services. C opyright 58 - T e c hinline copyright information. Glossary - the list of terms which can be found in this Guide. 1.2 Typographical Conventions The following types of formatting in the text identify special information. Formatting Сonvention Bold Em p ha s is Type of Information Example Items you must select, such as menu options, command buttons, link names, or items in lists. C hoose Edit Profile -> Contact Info, then click the OK button. Dialog box titles. The Client box will appear. Notes or important statements. No te : Upon launching the service for the first time, you will be asked to install a 4

5 browser add-on. Br o wn b o ld Headings of procedures which describe how to perform an operation/task. T o la u n ch th e S u p p o r t S e s s io n : Bo ld e m p h a s is Term names. Ex p e r t a p p lica tio n - the service module which the C lient launches in order to start the Support Session. Blue Internet or topic links. It is available at fixme.it/expert Monospace C ommands, file names, and directory names. Run setup.exe or enter the following tag: 1. Open the link in your Web-browser. <#CONTENT#> C APITALS Key names. Press C TRL+Q 1.3 Feedback Please contact us with any suggestions, remarks, or concerns. Your feedback is very valuable and will undoubtedly help us to improve our service. Please submit your feedback to: info@techinline.com 5

6 2 Introduction In this chapter, you will find the following general information about T e c hinline R e m o te De s k to p: About the Techinline Remote Desktop Service 6 How the Techinline Remote Desktop Service Works About Techinline Remote Desktop T e c hinline R e m o te De s k to p allows you to connect to a remote computer (to a Clie n t), view its desktop, control the mouse and keyboard, as well as share your own desktop (as an Ex p e r t) with the C lient. T e c hinline R e m o te De s k to p runs in a Web browser, which means that all you need to start using this service is a browser and an Internet connection. Ex p e r t - a user who offers technical support or any other form of assistance to the Clie n t, a remote computer of a user, via a browser and an Internet connection What can you do with Techinline Remote Desktop? With T e c hinline R e m o te De s k to p, you can perform almost any task imaginable, right from the comfort of your own computer. There is a number of ways in which you can use remote access. Here are the most common applications of the T e c hinline service: Technical/helpdesk support. T e c hinline R e m o te De s k to p allows you to remotely assist your employees and customers by viewing their computers' desktops on your screen in real time, using your own keyboard and mouse to control their computers remotely, and running applications on their computers. Online product showcases. T e c hinline R e m o te De s k to p allows you to help your prospective clients navigate through your offers efficiently or demonstrate your products interactively by sharing your desktop with them. You can hold demo sessions, make presentations, or provide on-screen instructions. You can also allow your clients to work on your desktop the same way you do on theirs. C ollaborate and review documents with your customer. Examine spreadsheets, charts, and slides. Focus on important data and simplify complicated documents in real time. Get approvals for your design work from customers who are thousands of miles away; show photos, sketches, 3D models, charts, and presentations. T e c hinline R e m o te De s k to p also allows you to transfer folders, files, and text between the local computer and the remote computers of your customers. Features of Techinline Remote Desktop With T e c hinline R e m o te De s k to p you can: View the remote desktop of the Client. View the desktop of the remote computer using your Internet browser, and enjoy full screen functionality and auto scroll. This even applies to sessions between users with different screen resolutions and color qualities. Control the remote desktop of the Client. 6

7 C ontrol the desktop of the remote computer. You will have full access to the mouse and keyboard of the C lient. Perform multi-monitor support. View and control multiple monitors of the C lient, as well as share view and control of your own multiple monitors with the C lient. Transfer files. Transfer folders, files, images, and any other objects from the local computer to the remote computer, and vice versa. Transfer clipboard content. C opy and paste text from the local computer to the remote computer, and vice versa. Perform Remote Reboot and Reconnect. Perform Remote Reboot the remote computer, including Safe Reboot. Share your own desktop with the Client. Share your own desktop view with the remote C lient. Allow remote control of your desktop to the Client. Allow the remote C lient to control your desktop, making the session bidirectional. Get reports on remote session. Keep track of all the remote sessions and obtain information output on all sessions conducted. Communicate with the Client via chat. Interact with the remote C lient via our built-in text chat. Record the performed remote session. Record the remote sessions in order not to miss any important details. Connect to unattended computers and servers. C onfigure computers for unattended access to connect without any end-user intervention or presence. Setup multiple connection to remote computers and servers Setup connections to multiple remote computers and/or servers and work with them simultaneously. All types of Internet connections are compatible. Dial-up, DSL, cable modem, or local area network (LAN) connections are acceptable. You can adjust the service settings to receive the best results. 7

8 2.2 How Techinline Service Works T e c hinline R e m o te De s k to p offers the Expert an easy and fast way to connect to the remote user's computer in order to provide technical support or any other form of remote assistance to the C lient. The service consists of three parts: Ex p e r t Ap p lica tio n - the service module which is launched by the Expert in order to start the support session (a period during which the Expert is connected to the Techinline service. The session starts when the Expert logs in to the service and ends when the Expert finishes working with the service. During one session, the Expert can connect to several C lients sequentially, one by one.). T e ch in lin e Co m m u n ica tio n S e r v e r - the application which works on the T e c hinline server and provides communications between the Expert and the C lient. Clie n t Ap p lica tio n - the service module which the C lient launches in order to connect to the Expert's support session. To work with T e c hinline R e m o te De s k to p, the C lient and the Expert are both required to have an Internet connection and a web browser. There is no need to download and install any additional software. Security and confidentiality of the remote connection are protected by the HTTPS protocol and the use of a one-time unique session key. 8

9 3 Getting Started In this chapter, you will find the following instructions on installing/uninstalling the T e c hinline R e m o te De s k to p service for the C lient: System requirements 9 How to start C lient Application 9, which allows you to run the service 3.1 System Requirements The T e c hinline service is currently available for the Windows operating system. Our technology allows you to control PC s remotely using Techinline Applications and an Internet connection. We recommend that you follow these guidelines to using the T e c hinline service: Operating System Microsoft Windows XP SP2, Server 2003, Vista, Server 2008, Windows 7, Windows 8 (including Metro project), Windows Server 2012, Windows 10 Internet Connection Minimum is a modem connection. DSL/C able or better recommended. 3.2 Running Client Desktop Application Clie n t D e s kto p Ap p lica tio n is a standalone program which does not require any installation and offers a simple way to use the T e c hinline service. T o r u n Clie n t D e s kto p Ap p lica tio n : 1. Go to: c.fixme.it. Or launch the Techinline service for the first time in your web browser. C lick the Start Support Session button to run the application. C lic k Sta rt Sup p o rt Se s s io n 2. Download and run the Desktop C lient based on your web browser: 9

10 Press Start Support Session button in your browser. Internet Explorer: You will receive the following message: "Do you want to run or save TechinlineClient.exe (1.14 MB) from techinline.net?" C lick the Run button on the information panel. C lic k R un Firefox: 1. The Opening TechinlineClient.exe Dialog will appear. C lick the Save File button. C lic k Sa v e File 2. Once Desktop Expert is downloaded, the Downloads Dialog will appear. Double-click the TechinlineClient.exe item. Do ub le -c lic k T e c hinline C lie nt.e x e 3. The Open File - Security Warning Dialog will appear. C lick the Run button. 10

11 C lic k R un Chrome: 1. After pressing the Start Support Session button, the TechinlineClient will be downloaded automatically. 2. Once Desktop C lient is downloaded, double-click the TechinlineClient.exe item. 3. The Open File - Security Warning Dialog will appear. C lick the Run button. C lic k R un Opera: Upon running the link, you will be automatically offered to run the application. Press the Run button. 11

12 C lic k R un 3. After downloading and running the C lient Desktop Application, you may start working with the service 16. T he C lie nt B o x (P re -Se s s io n Sta tus ) 12

13 4 Client User Interface Techinline R e m o te De s k to p interface is intuitive and user-friendly. The view of the Client User Interface depends on the current context: Client Box (Pre-Session Status) 13 The Client Box (Pre-Session Status) appears when you have launched the Techinline Remote Desktop service 16 as the C lient, but a session has not yet been established with the Expert. In this box, you can obtain your C lient ID and send your C lient ID to the Expert 18 to join the session. Client Box (Active Session Status) 14 The Client Box (Active Session Status) appears when a support session has been established with the Expert. In this box, you can view messages that inform you about various operations: allowing the Expert to view and control your desktop and reboot your computer 30, viewing and controlling the Expert's remote desktop 32. You can also chat with the Expert 48 and transfer files/clipboard content Client Box (Pre-Session Status) The Client Box (Pre-Session Status) is displayed when you have launched the Techinline Remote Desktop service 16 as the C lient (to receive technical support or any other form of assistance from the Expert) but a connection has not yet been established with the Expert. In this box, you can obtain your C lient ID and send your C lient ID to the Expert 18 to join the session. The Client Box (Active Session Status) consists of the following elements: T he C lie nt B o x (P re -Se s s io n Sta tus ) The Client ID field displays the C lient ID that you should send to the Expert 18. The Clie n t ID is a service-generated 6-digit number which is used to identify you as the C lient during your connection to the support session. You always receive a new C lient ID which cannot be used for a second time to connect to an Expert's support session. The Send Client ID by link opens your default program (mail client) and automatically generates a new to send your C lient ID to the Expert

14 4.2 Client Box (Active Session Status) The Client Box (Active Session Status) appears when a support session has been established with the Expert. In this box, you can view messages that inform you about various operations: allowing the Expert to view and control your desktop and reboot your computer 30, viewing and controlling the Expert's remote desktop 32. You can also chat with the Expert 48 and transfer files/clipboard content 49. The Client Box (Active Session Status) consists of the following elements: T he C lie nt B o x (A c tiv e Se s s io n Sta tus ) The Timer displays the duration of the session as "hours:minutes:seconds". The Send File button allows you to send a file to the Expert's computer 51. Chat Panel allows you to to interact with the Expert via text chat 48. It also displays service messages. The Chat Panel consists of the following parts: 14

15 T he C lie nt's C ha t P a ne l o The Chat Board displays the following messages: A welcoming message. C hat messages. The Expert's invitations to remotely view or control the Expert's desktop 32. The Expert's request for permission to view or control your desktop or reboot your computer 30. Messages concerning sending files with the help of a Send file button. o The Send Messages Panel is used to write instant chat messages. o The Send button sends a written message. To send a message, you can also press ENTER. o The Typing status bar displays the message "Expert is typing a message..." when typing is in progress. 15

16 5 Launching the Service In order to connect to the Expert's remote support session, you must launch T e c hinline R e m o te De s k to p service as the C lient. T o la u n ch th e T e ch in lin e R e m o te D e s kto p s e r v ice a s th e Clie n t: 1. Open the link in any browser. 2. Download and run the C lient Desktop Application as it is described in Running Client Desktop Application 9 T he C lie nt B o x (P re -Se s s io n Sta tus ): the T e c hinline s e rv ic e ha s b e e n la unc he d No te. If you have Techinline C lient Desktop Application installed you may double click on Techinline C lient's desktop shortcut to launch Techinline Remote Desktop Service a as a C lient. 3. In the Client ID field, find your C lient ID. Y o ur C lie nt ID No te. The Clie n t ID a service-generated 6-digit number which is used to identify you as the C lient during your connection to the support session. You always receive a new C lient ID which cannot be used for a second time to connect to an Expert's support session. 4. Tell your C lient ID number to the Expert 18. No te. A C lient ID is valid for one hour. If a support session has not been started within one hour of generating the C lient ID, the C lient ID will become invalid. 5. When the Expert requests a connection, you will receive the following permission prompt: 16

17 T he Ex p e rt's re q ue s t fo r p e rm is s io n to a c c e s s y o ur c o m p ute r To grant the Expert permission to connect to your machine and perform any T e c hinline operations on your computer, click the Accept button. C lic k A c c e p t No te. To reject the request, click the Cancel link. The connection will not be established. No te. You must respond to the request (either accept or cancel it) within 5 minutes. After the 5-minute timeout, the connection will be closed. 6. When the connection with the Expert is established, the Client Box (Active Session Status) 14 will appear. You will receive the following message: "Welcome to the remote support session!" 17

18 T he C lie nt B o x (A c tiv e Se s s io n Sta tus ): a s up p o rt s e s s io n ha s b e e n e s ta b lis he d During the running session, the Expert can perform any T e c hinline operations without asking for your permission again. Learn what you can do during the support session Sending the Client ID Every time you launch the service as the C lient 16 in order to join the Expert's remote support session, you receive a new Client ID in the C lient Box. Y o ur C lie nt ID The Clie n t ID is a service-generated 6-digit number which is used to identify you as the C lient during your connection to the support session. You always receive a new C lient ID which cannot be used for a second time to connect to an Expert's support session. A Client ID is valid for one hour. If a support session has not been started within one hour of generating the C lient ID, the C lient ID will become invalid. You must communicate your Client ID number directly to the Expert from whom you expect to receive the remote desktop assistance. The Expert will enter your Client ID number into a required field in their Expert account and connect you to the support session. 18

19 You can communicate your Client ID number to the Expert: over the telephone via Instant Messenger via or by any other means of communication T o s e n d th e Clie n t ID to th e Ex p e r t b y e - m a il: 1. C lick the Send Client ID by link which is located directly below the Client ID number in the Client Box (Pre-Session Status) 13. C lic k the link 2. Your default program (mail client) will automatically create a new . In the To field, specify the address of the Expert from whom you expect to receive the remote desktop assistance. 19

20 Ente r the Ex p e rt's e m a il a d d re s s 3. C lick the Send button. 5.2 Methods of Launching the Application Yo u a r e a b le to la u n ch th e p lu g in u s in g o n e o f th e fo llo win g m e th o d s : OS Vista and above T h e s y s te m is la u n ch e d with a d m in is tr a tiv e r ig h ts : o If U A C is a c tiv a te d and the C lient clicks Yes in the appearing UAC dialog, the C lient will be logged in with administrative rights. 20

21 o If U A C is a c tiv a te d and the C lient clicks NO in the appearing UAC dialog, the C lient will be logged in without administrative rights. o If U A C is no t a c tiv a te d, the C lient will be logged in without administrative rights. T h e s y s te m is la u n ch e d with o u t a d m in is tr a tiv e r ig h ts : o the C lient will be logged in without administrative rights. OS before Vista T h e s y s te m is la u n ch e d with a d m in is tr a tiv e r ig h ts : o The C lient will be logged in with administrative rights. T h e s y s te m is la u n ch e d with o u t a d m in is tr a tiv e r ig h ts : o the C lient will be logged in without administrative rights. 21

22 6 Performing Techinline Operations In this chapter, you will find the following information about Performing T e c hinline Operations: The Remote Reboot 34 o Regular Reboot and Reconnect 22 o Safe Reboot and Reconnect 24 o Request Windows C redentials 24 Restarting Your Application as Windows system service The Remote Reboot The R e m o te R e b o o t function allows the Expert to remotely restart the C lient's computer and automatically resume the support session after the system restarts. T h e R e m o te R e b o o t may be performed in several ways: Regular Reboot and Reconnect 22 This operation allows to reboot the C lient's computer in normal mode and reconnect to the support session. Safe Reboot and Reconnect 24 This operation allows to reboot the C lient's computer in Safe mode and reconnect to the support session. This option is available when your application has been started with Administrative rights. Request Windows C redentials 24 This option allows to configure auto-logon on the C lient's machine, which allows to perform a reboot operation without the C lient's interaction Regular Reboot and Reconnect Regular Reboot and Reconnect operation allows to reboot the C lient's remote computer in normal mode and reconnect to the support session. W h e n th e Ex p e r t r e m o te ly r e b o o ts th e Clie n t's r e m o te co m p u te r : 1.The Expert connects to your computer to start the support session. The C lient Main Form (Active Session Status) will appear. 22

23 T he C lie nt M a in Fo rm (A c tiv e Se s s io n Sta tus ) T he re m o te re b o o t m a y b e e x e c ute d in o ne o f the fo llo w ing w a y s : When the C lient's application has been started with Administrator rights: o If A uto -Lo g o n w a s c o nfig ure d : When the Expert decides to run a Regular Reboot and Reconnect, your computer will restart and you will be automatically logged on as the same Administrator, regardless of which user Auto-Logon was configured. o If A uto -Lo g o n w a s no t c o nfig ure d : When the Expert decides to run a Regular Reboot and Reconnect, your computer will restart. If Windows Password was requested after the system restart, you will then be automatically logged on as the same Administrator and the session will continue. When the Expert decides to run a Regular Reboot and Reconnect, your computer will restart. If Windows Password was not requested after the system restart, you will log on as any existing user. When the C lient's application has been started without Administrator rights: o If A uto -Lo g o n w a s c o nfig ure d : If Auto-Logon was configured for this particular user, after the Expert runs a Regular Reboot and Reconnect your computer will restart and you will be automatically logged on as the same User. If Auto-Logon was configured for another user and the Expert runs a Regular Reboot and Reconnect, your computer will restart and you will need to use Switch User option. o If A uto -Lo g o n w a s no t c o nfig ure d : When the Expert decides to run a Regular Reboot and Reconnect, your computer will restart. When the system restarts, you should manually log on to restore the remote session. When the C lient's application has been started using an OS prior to Windows Vista If the C lient doesn't have permission to reboot the computer, the following notification will appear in the C lient's chat board: 23

24 6.1.2 Safe Reboot and Reconnect Safe Reboot and Reconnect operation allows to reboot your computer in Safe mode and reconnect to the support session. This option is available when you have the Administrative rights. If this option is disabled, the Expert needs to restart your application as Windows system service 26. W h e n th e Ex p e r t r e m o te ly r e b o o ts y o u r co m p u te r in S a fe m o d e : 1. The Expert will connect to your computer to start the support session. The C lient Main Form (Active Session Status) will appear. T he C lie nt M a in Fo rm (A c tiv e Se s s io n Sta tus ) 2. The remote desktop connection will be automatically restored after the system restarts Request Windows Credentials Request Windows Credentials operation allows the Expert to ask for your Windows credentials to configure autologon on the remote machine, which allows performing a reboot operation without your interaction. This operation is available only when the C lient has Administrative rights. No te. Another method to launch this operation if the C lient doesn t have Administrative rights is to Restart the C lient as Windows System service 26. W h e n th e Ex p e r t r e m o te ly r e q u e s ts W in d o ws p a s s wo r d : 1. The Expert will connect to your computer to start the support session. The C lient Main Form (Active Session Status) will appear. 24

25 T he C lie nt M a in Fo rm (A c tiv e Se s s io n Sta tus ) When the C lient's application has been started with Administrator rights and Auto-Logon is configured When the Expert chooses to request your Windows password, you will be notified that it has been successfully configured: When the C lient's application has been started without Administrator rights You will be notified via the following message: The Expert will wait for you to provide your Windows password: 25

26 You will be notified if the operation is successful: 6.2 Restarting Your Application as Windows System Service Restart the Client as Windows system service allows an Expert to receive full control of all UAC dialogs on the C lient's computer when the C lient doesn t have full administrator rights. W h e n th e Ex p e r t r e m o te ly r e s ta r ts th e Clie n t a s W in d o ws s y s te m s e r v ice : 1. The Expert will connect to your computer to start the support session. The C lient Main Form (Active Session Status) will appear. T he C lie nt M a in Fo rm (A c tiv e Se s s io n Sta tus ) 26

27 When the Expert chooses to restart your computer as Windows system service on an OS Windows Vista and later: You will be notified via following message: The Expert will wait for you to click the Yes button on the UAC dialog. C lic k Y e s o If y o u a llo w to re s ta rt y o ur a p p lic a tio n a s a W ind o w s s y s te m s e rv ic e : You will receive the following notification: o If y o u d e c line to re s ta rt y o ur a p p lic a tio n a s a W ind o w s s y s te m s e rv ic e : When the Expert requests you to provide an Administrative account to restart your application as Windows system service at an OS Windows Vista or later: You will be notified via the following message: The Expert will wait for you to provide your administrative account: 27

28 o If y o u a llo w to re s ta rt y o ur a p p lic a tio n a s a W ind o w s s y s te m s e rv ic e : The Expert will wait for you to click the Yes button on the UAC dialog. C lic k Y e s You will be notified if the operation is successful: o If y o u d e c line to re s ta rt y o ur a p p lic a tio n a s a W ind o w s s y s te m s e rv ic e : You will receive the following notification: 28

29 When the Expert requests you to provide an Administrative account to restart your application as Windows system service at an OS prior to Windows Vista: You will be notified via the following message: The Expert will wait for you to provide your administrative account: If you have typed in the correct information, your application will be successfully restarted with Administrative rights. 29

30 7 Support Session When the support session has been established, you can do the following: Allow the Expert to View and C ontrol your Desktop and Reboot your C omputer 30 View and C ontrol the Expert s Remote Desktop 32 o View and C ontrol Multiple Remote Desktops 35 o Use various tools 36 o Manage Remote Session Options 43 Interact with the Expert via C hat 48 Transfer Folders/Files/Text Allowing the Expert to View and Control your Desktop and Reboot your Computer Once you grant permission for a connection by clicking the Accept button, the Expert can perform any T e c hinline operations on your machine during the running session without asking you for permission again. You will receive the following messages informing you about the Expert's actions on your computer: The Expert views your desktop. You will receive the following message: "Local desktop view has been started." T he Ex p e rt v ie w s y o ur d e s k to p When the Expert stops viewing your desktop, you will receive the following message: "Local desktop view has been stopped." The Expert controls your desktop. You will receive the following message: "Local desktop control has been started." 30

31 T he Ex p e rt c o ntro ls y o ur d e s k to p When the Expert stops controlling your desktop, you will receive the following message: "Local desktop control has been stopped." The Expert reboots your computer. The reboot will be set up on your computer and the system will restart. B a s e d o n y o ur rig hts a nd a uto lo g o n s e tting s o n y o ur c o m p ute r, re m o te re b o o t w ill b e e x e c ute d in o ne o f the fo llo w ing w a y s : If you are logged on as an Administrator or a simple User with a configured auto logon: Your system will restart. You will be automatically logged on as the same user. If you are logged on as an Administrator or a simple User without a configured auto logon: Your system will restart. You will have to manually log on as the s a m e User by selecting the User account and entering the password. When the reboot is completed, the session will be restored automatically. You will receive the following message: "Welcome to the remote support session!" 31

32 T he Ex p e rt ha s re b o o te d y o ur c o m p ute r If you are logged on with Administrative rights without a configured auto logon Your system will restart. The session will be restored automatically, regardless of which user you have logged on as. 7.2 Viewing and Controlling the Expert s Remote Desktop The Expert can allow you to remotely view or control their desktop. In this case, you will simply receive an invitation to remotely view or control the Expert's desktop without any request for permission. T o v ie w o r co n tr o l th e Ex p e r t's r e m o te d e s kto p : When the Expert shares view of their desktop with you, you will receive the following invitation: "Remote desktop view has been started." You can view the Expert's remote desktop. 32

33 Y o u c a n v ie w the Ex p e rt's d e s k to p When the Expert shares control of their desktop with you, you will receive the following invitation: "Remote desktop control has been started." You can view the Experts's remote desktop and control the Expert's mouse and keyboard. Y o u c a n c o ntro l the Ex p e rt's d e k to p The Expert's remote desktop will be displayed on your screen in one of the following ways: The Remote Desktop View/Remote Desktop Control toolbar will appear on your screen if the Experts's screen 33

34 resolution is equal to or higher than yours (or if the Expert has multiple desktops 35 ). The Expert's desktop will be shown in full screen mode. T he R e m o te De s k to p V ie w to o lb a r T he R e m o te De s k to p C o ntro l to o lb a r The Remote Desktop View/Remote Desktop Control icon ( ) will appear on your taskbar if the Expert's screen resolution is lower than yours. C lick the icon on the taskbar to open the Remote Desktop View/ Remote Desktop Control window. The Expert's desktop will be shown in the Remote Desktop View/Remote Desktop Control window. T o s witch b e twe e n th e fu ll s cr e e n a n d win d o w m o d e s : To switch to full screen mode, click the Maximize button Control window. in the Remote Desktop View/Remote Desktop To switch to window mode, click the Restore Down button Desktop Control toolbar. on the Remote Desktop View/Remote You may use the following tools: C TRL+ALT+DEL button 36 Pencil tool 37 Laser Pointer tool 38 Magnifier tool 39 Session Video Recording tool 40 Multi-Display tool 42 In some cases, you may need to: Adjust the settings for viewing the remote desktop 43 Disable/enable clipboard synchronization 46 T o s to p v ie win g / co n tr o llin g th e Ex p e r t's r e m o te d e s kto p : C lick the Close button on the Remote Desktop View/Remote Desktop Control panel, or click the Close button in the Remote Desktop View/Remote Desktop Control window. No te. The Expert can also stop sharing view or control of their desktop with you Client Reboot The Clie n t R e b o o t is performed by the C lient instead of the Expert. The Client Reboot can be done by performing the following operations: 34

35 Log Off/Switch User The C lient is able to switch users during the remote session. All of the Expert buttons will be grayed out in the process. Restart/Shutdown While the user performs the system restart, all of the Expert buttons will be grayed out Viewing and Controlling Multiple Remote Desktops By default, the Expert's multiple remote displays are displayed together on your screen if the Expert has shared view or control of their desktop with you 32. For your convenience, you may switch to a Single Display view mode and control remote displays individually. T o s witch to th e S in g le D is p la y v ie w m o d e : 1. C lick the Multiple Displays button. The Multiple Displays menu will open. 2. C lick the menu item containing the name of the display which you would like to view. No te. To return to the All Displays mode, click the All Displays menu item. You may also control whether multiple remote displays (or a single remote display with a higher resolution than yours) should: Fit your screen with the ability to zoom into a portion of the remote desktop to view it in actual size 45 35

36 Be displayed in actual size with the ability to scroll the view Using Tools If the Expert has shared view or control of their desktop with you 32, you may use the following handy tools: The H o m e 36 button bring C lient Desktop Application in front on the desktop. The CT R L+ALT +D EL 36 button runs this command on the remote computer The P e n cil 37 tool allows you to draw objects on the remote desktop The La s e r P o in te r 38 tool allows you to highlight a region on the remote desktop The M a g n ifie r 39 tool allows you to zoom into a portion of the remote desktop to view it in actual size The S e s s io n Vid e o R e co r d in g 40 tool allows you to capture video of your remote desktop session The M u lti- D is p la y 42 tool allows to view one or several displays in the Remote Desktop C ontrol Home button The H o m e button following cases: brings the C lient Desktop Application in front of the screen desktop. That may be useful in the 1. you want to send a message to Expert while working on the Remote Desktop C ontrol or Remote Desktop View in from Full Screen-mode 2. you have a log of windows opened and you are not sure which C lient Desktop Application belongs this Remote C ontrol or Remote View window Using the CTRL+ALT+DEL Button The CT R L+ALT +D EL button works by analogy with C TRL+ALT+DEL key combination in Microsoft Windows. This key combination runs this command on the remote computer. It may be useful when you need to provide visual guidance when the Expert has shared the view or control of their desktop with you 32. T o s e n d th is co m m a n d to a r e m o te co m p u te r : Press the CTRL+ALT+DEL button: If the system is started with administrative rights, after having pressed C TRL+ALT+DEL combination during the remote desktop session, the Windows C redential Provider window is opened: If the system is started without administrative rights, after having pressed C TRL+ALT+DEL combination during the remote desktop session, the Windows Task Manager window is opened: 36

37 Using the Pencil Tool The P e n cil tool allows you to draw on the remote desktop when the Expert has shared the view or control of their desktop with you 32. This tool may be useful when you need to provide visual guidance to the Expert. T o d r a w o n th e r e m o te d e s kto p : 1. C lick the Pencil button to highlight the necessary information: 2. While holding down the left mouse button, move the mouse pointer across the remote desktop. A red line will be drawn: 37

38 U s ing the P e nc il to o l No te. When the user disables the Pencil tool, everything that was written will be erased Using the Laser Pointer Tool The La s e r P o in te r tool allows you to highlight a region on the remote desktop when the Expert has shared the view or control of their desktop with you 32. This tool may be useful when you need to provide visual guidance to the Expert. T o h ig h lig h t a r e g io n o n th e r e m o te d e s kto p : 1. C lick the Laser Pointer button to highlight the necessary information: 2. Drag the mouse pointer across the remote desktop to move the red dot. The Laser Pointer will be displayed in different ways for the Expert and the C lient. The Expert will see a red dot with sight, while the C lient will only see a red dot. 38

39 La s e r P o inte r to o l d is p la y e d to the Ex p e rt La s e r P o inte r to o l d is p la y e d to the C lie nt Using the Magnifier Tool The M a g n ifie r tool allows you to zoom into a portion of the remote desktop to view it in actual size when it is scaled down to fit your screen 45 (when the Expert has shared the view or control of their desktop with you) 32. T o z o o m in to a r e g io n o f th e r e m o te d e s kto p : 39

40 1. C lick the Magnifier button: 2. Drag the mouse pointer across the remote desktop. The region under the mouse pointer will be displayed in actual size. A c tua l s ize o f the w ind o w U s ing the M a g nifie r to o l Using the Session Video Recording Tool The S e s s io n Vid e o R e co r d in g tool allows you to video record the support session when the Expert has shared the view or control of their desktop with you 32. This tool may be useful when you need to capture details of the performed session. The type of the recorded file is Windows Media Audio/Video file (.WMV). You need to have Windows Media Player 9.x or 40

41 later installed on your computer. T o r e co r d th e r e m o te d e s kto p s e s s io n : 1. Press the Start Session recording button: 2. After pressing the Start Session recording button, your video will be automatically recorded to the 'Documents' folder. The following message will appear in the chat board: R e m o te s e s s io n re c o rd ing s ta rte d To change the folder where the recorded video will be saved, press Settings - Set Record Video Folder and select the desired folder. 3. During the video capturing process, the recording button will be marked red ( ). 4. To stop recording, press the Stop Session recording button. The recording will also stop automatically if you close the Remote Desktop View/Remote Desktop Control window or disconnect from the remote desktop session. To view the recorded file, press the Show in folder button in the chat board. 41

42 R e m o te s e s s io n re c o rd ing finis he d Using the Multi-Display Tool Using the M u lti- D is p la y tool, it is possible to select the appearance of multiple remote displays when the Expert has shared the view or control of their desktop with you 32. This option is available only when remote user has multiple displays. T o u s e M u lti- D is p la y to o l: 1. Press the Multi-Display Option button: 2. If the remote user has two or more displays, the following window will be displayed: 3. If you select the All Displays option, all available displays connected to the remote computer will be displayed in the remote desktop: 42

43 U s ing M ulti-dis p la y to o l Managing Remote Session Options You can manage the following options: Settings for viewing the Expert's remote desktop when the Expert has shared the view or control of their desktop with you 32 : o Specify the quality of the remote desktop image 43 o Specify how the remote desktop with a higher resolution should be displayed on your screen 45 C lipboard synchronization 46 when the Expert has shared control of their desktop with you 33. C hoose the folder for the recorder video 46. C hanges will be applied immediately Specifying Image Quaity You can manage the image quality of the Expert's remote desktop when the Expert has shared the view or control of their desktop with you

44 T o s p e cify th e r e m o te d e s kto p im a g e q u a lity : 1. C lick the Options button. The Options menu will open. 2. C hoose the Image quality menu item. 3. C hoose one of the following Image Quality options: Better Speed - 8-bit color is used. Optimal Speed/Appearance - 16-bit color is used. Better Appearance - 24-bit color is used. No te. This option effects dataflow: the lower the image quality, the less information is transmitted from the remote computer to the local computer. C hoosing the highest resolution quality may result in a slower connection to the remote computer. If the internet connection speed is high, choosing the "Better Appearance" image quality will not cause data deference. The changes will be applied. 44

45 Specifying the View Setting for the Screen of a Higher Resolution You can specify how the Expert's remote screen with a higher resolution should be displayed on your monitor when the Expert has shared the view or control of their desktop with you 32 : whether the service should set the actual size of the remote screen (the view will be scrolled) or zoom the remote screen to make it fit the local monitor (with the ability to zoom in a portion of the remote desktop 39 to see it in actual size). T o s p e cify th e v ie w s e ttin g fo r th e r e m o te s cr e e n with a h ig h e r r e s o lu tio n : 1. C lick the Options button. The Options menu will open. 2. C hoose the View Mode menu item. 3. C lick one of the following View Mode options: Actual Size. To set the actual size of the remote screen with a higher resolution, select the Actual Size menu item. The view will be scrolled during a session based on the mouse movement on the remote computer. Therefore, the active area of the remote screen with a higher resolution will always be displayed on your monitor. Fit to Window. To zoom the remote screen of a higher resolution in order to make it fit your monitor during a session, select the Fit to Window menu item. It will be possible to zoom in a portion of the remote desktop 39 to see it in actual size. The changes will be applied. 45

46 Disabling/Enabling Clipboard Synchronization By default, clipboard synchronization is enabled when the Expert has shared the control of their desktop with you 33, which allows you to transfer content via a copy&paste method 49. When clipboard is synchronized, any content that you copy on your machine may potentially be pasted on the remote machine by the Expert. To protect any sensitive data, you may disable clipboard synchronization. T o d is a b le / e n a b le clip b o a r d s y n ch r o n iz a tio n : 1. C lick the Options button. The Options menu will open. 2. C lick the Synchronize Clipboard menu item. C lipboard synchronization will be disabled: No te. To enable clipboard synchronization, click the Synchronize Clipboard menu item again. The changes will be applied Specifying the Folder for Video Session Recording You can specify the folder to which the recorded video session will be stored when the Expert has shared the view or control of their desktop with you 32. T o s p e cify th e r e co r d e d v id e o fo ld e r : 1. C lick the Options button. The Options menu will open. C hoose the Set Record Video Folder menu item. 46

47 2. The Select Record Video Folder window is displayed. Select the folder path and press Select Folder button. No te. If you don't manually choose the recorded video folder, all your recorded session videos will automatically be stored in C:\Users\User Name\Documents\ folder. The changes will be applied. 47

48 7.3 Interacting with the Expert via Chat You can interact with the Expert during the session via our built-in text chat (C hat Panel 14 ). T o u s e te x t ch a t: 1. Join the support session. 16 The Client Box (Active Session Status) 14 will appear. T he C lie nt B o x (A c tiv e Se s s io n Sta tus ): a s up p o rt s e s s io n ha s b e e n e s ta b lis he d 2. C hat within the C hat Panel 14 : T he C lie nt's C ha t P a ne l 48

49 Write your message to the Expert in the Send Messages Panel. To add a new line, press SHIFT-ENTER. To send the written message, click the Send button or press ENTER. Your chat messages and the Expert's messages are displayed in the Chat Board. The typing status message appears when the Expert is typing you a message. 7.4 Transferring Content You can easily transfer content (files, folders, images, or plain text) between your computer and the Expert's computer. T o tr a n s fe r co n te n t b e twe e n th e Ex p e r t a n d th e Clie n t co m p u te r s, u s e o n e o f th e fo llo win g m e th o d s : Drag&Drop 49 You can drag&drop multiple content in two directions: from a remote computer to a local computer (also referred to as get, receive, or download), or from a local computer to a remote computer (also referred to as put, send, or upload). C opy&paste 49 You can copy&paste multiple content in two directions: from a remote computer to a local computer (also referred to as get, receive, or download), or from a local computer to a remote computer (also referred to as put, send, or upload). Sending Files 51 You can send a single file to the remote computer, or receive a single file from a remote computer Drag&Drop Transferring objects by means of the drag&drop method can be performed only in T e c hinline C ontrol modes: The Expert can transfer objects to and from your machine when the Expert controls your desktop 30. You can transfer objects to and from the Expert's machine when the Expert has shared control of their desktop with you 33. T o d r a g &d r o p co n te n t b e twe e n th e Ex p e r t a n d th e Clie n t co m p u te r s : 1. Select the object(s) (files, folders, or text) you would like to transfer (from the local computer to the remote computer, or vice versa) with the mouse or any other pointing device. 2. Locate the destination where you would like to paste the object(s). 3. Drag the selected object(s) to the desired location by pressing and holding down the left mouse button. 4. Drop the object(s) by releasing the left mouse button. The progress bar will appear. It displays the estimated time remaining until the completion of the transfer Copy&Paste Transferring objects by means of the copy&paste method can be performed only in T e c hinline C ontrol modes: The Expert can transfer objects to and from your machine when the Expert controls your desktop

50 You can transfer objects to and from the Expert's machine when the Expert has shared control of their desktop with you 33. No te. Make sure clipboard synchronization 46 is enabled. Otherwise, the copy&paste function will not work. T o co p y &p a s te co n te n t b e twe e n th e Ex p e r t a n d th e Clie n t co m p u te r s : 1. Select the object(s) (files, folders, or text) you would like to transfer (from the local computer to the remote computer, or vice versa). 2. C opy the object(s): Right-click your mouse, and choose the Copy option from the context menu. Another method to copy the object(s): Select the object(s) and press C TRL+C. 3. Locate the destination where you would like to paste the objects. 4. Paste the objects: Right-click your mouse and choose the Paste option from the context menu. Another method to paste the objects: Press C TRL+V. 50

51 The progress bar will appear. It displays the estimated time remaining until the completion of the transfer. No te. After the transfer of a large file or folder (10 MB or larger) to a Windows Vista machine, the selected file(s) or folder(s) may not at first appear to be pasted even though the progress bar has displayed the completion of the transfer. In this case, repeat the Paste operation by right-clicking the mouse and selecting the Paste option from the context menu. Another way to paste the object(s): Press C TRL + V. This problem arises when the file transfer takes about 5 or more minutes to complete, and occurs due to a Microsoft limitation which exists on Windows Vista and Windows Sending Files You may transfer a single file from your computer to the Expert's computer (and the Expert may also transfer a single file from their computer to yours) without launching a T e c hinline C ontrol mode. T o s e n d a file to th e Ex p e r t's co m p u te r : 1. C lick the Send File button. 51

52 C lic k Se nd File No te. File transfer can be performed in only one direction at a time (from the Expert to the C lient or from the C lient to the Expert). If the Expert has already initiated the file sending operation, you will be unable to send a file to the Expert until the operation has been completed. 2. In the Open file for sending dialog, select a file and click the Open button. C ho o s e a file a nd c lic k O p e n 52

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