RIAS stands for Remote Installation Assistance Service by NT-ware to remotely assist you on-site and on-demand. RIAS sessions are useful to guide you

Transcription

1 RIAS stands for Remote Installation Assistance Service by NT-ware to remotely assist you on-site and on-demand. RIAS sessions are useful to guide you precisely through the installation routines or configuration screens for troubleshooting purposes. And in case of emergency you can rely on the expert knowledge of the NT-ware expert through direct and instant communication without having to change your location. The service uses an easy to use online desktop sharing tool called Netviewer. This introduction provides a brief summary of the procedure. It is followed by Security Aspects 2, and RIAS with Netviewer 3. The NT-ware expert is either called consultant or NT-ware consultant. The user of the Netviewer client or participant program is either called technician, customer, or participant. Procedure 1. The NT-ware consultant and the on-site technician call each other. 2. The NT-ware consultant starts the consultant program on his PC. Now a session number is created. 3. The on-site technician clicks the link Start a new RIAS session on the Info page of the uniflow Server Configuration. A page with instructions opens up. The technician has to confirm that he has read it. Then the download of the Netviewer client starts automatically (either run or save and run the application). After having started the program, the application asks for a session number. The NT-ware consultant will communicate this session number to the technician. 4. After the technician has entered the session number, a connection is established between the customer s computer and the NT-ware consultant s computer. 1

2 Security Aspects 1.1 Security Aspects Netviewer is equipped with a range of security mechanisms, ensuring that you can use the tool without any concerns regarding data security. Random session number for the establishment of the connection: The nine-digit session number is randomly generated. The number ensures that you are connected to the consultant you wish to communicate with, and that only you, your consultant, and/or invited participants, will take part in the session. It is impossible to establish another session using the same number. In case you lose the connection to the host program, you must ask your NT-ware consultant for another number to start a new session. 128-bit encryption: Each Netviewer session is encrypted with the 128-bit key Blowfish algorithm, which meets the SSL standard. No remote control rights without explicit authorization: By default, the consultant's system is in Watch only mode. The participant's system is in Show only mode. If required, you can grant remote control rights to the consultant. This authorization can however be revoked at any time by pressing the F11 key. Selection of the viewed applications: The application selection tray allows you to choose the programs that will be visible to the NT-ware consultant. Termination of the session is possible at any time by a simple mouse click: Both partners can terminate the Netviewer session at any time by clicking the exit button or the X button. Session recording function: The sessions are recorded for support improvement reasons. On request, the video will be made available to the participant. These recordings cannot be modified. They are automatically deleted four weeks after the issue has been closed. Netviewer software is authenticated: The Netviewer software comes with a VeriSign certificate, guaranteeing that the product is an original software product. You can thus rest assured that the program has not been tampered with in any way. Security assessment and approval: The security assessment, completed by the Fraunhofer Institute for Secure Telecooperation in Darmstadt, and the OPDV approval by the financial group of the German Savings Banks, confirm the security of Netviewer. Firewall: It is not a problem if the customer is located behind a firewall, since the Netviewer works via port 80 with HTTP or via TCP. This means that all users who can access the net via the firm s network are also able to use Netviewer. 2

3 1.2 RIAS with Netviewer This description explains how to use the Netviewer client and how to set up a RIAS session between yourself and your NT-ware consultant. To obtain further information about the topics explained here consult the Netviewer User manual: User manual - Netviewer Meet You start a new RIAS session from the Info webpage of the uniflow Server Configuration. A click on the link Start a new RIAS session will lead you to the information page. This page provides you with the information you need to start your Netviewer session. After you read through the information page select the check box I read the instructions and know how to handle a RIAS session. Click the Next button to pop up the Contact Data screen shown below. Fill in the required information (mandatory) and click the send data and start! button. Clicking Cancel will lead you back to the Info page. During the session your NT-ware consultant will guide you through all the steps necessary to solve your problem. 3

4 First download and install the Netviewer client. It will be offered to you for download by a window titled Do you want to run or save this file? Depending upon which browser you are using, you can either start the program directly after downloading (Internet Explorer), or you must first save the program locally before you can start it. During any Netviewer session, there will always be two roles: your NT-ware consultant who organizes, opens, and directs the Netviewer session, and you, the participant, who enters a session that has already started. Entering the Session Number After installing and starting the Netviewer client, you need to enter the session number into the login dialog as shown below, and confirm your entry by clicking on Connect. Clicking the Exit link at the bottom of the window closes the program. You will receive the nine-digit session number from your NT-ware consultant over the phone. Alternatively, you may have received an invitation in advance with all the necessary session data. The RIAS session between you and the NT-ware consultant will then be established. As soon as the connection is complete, a Netviewer window appears and shows the contents of the consultant's screen. On the right edge of your screen the Netviewer Mini Panel becomes visible. With a click on the Mini Panel, the full Netviewer Control Panel can be displayed. Please note the term Control Panel is used in this chapter with reference to the Netviewer Control Panel. It is not meant to refer to the Windows Control Panel. 4

5 The Control Panel There is a number of important trays within the Control Panel that help you to interact with your consultant: the Application Selection tray, the Monitor tray, the VoIP tray, and the Whiteboard tray. The following is a short introduction to these trays. - Application Selection tray: The Application Selection tray shows a list of all applications running on your computer. This tray allows you to choose the programs that will be visible to the NT-ware consultant. You can either check Show all applications, or individually select the applications you wish to be transferred and unselect those you wish to hide from the consultant. The consultant will only see those applications you select. To get the best results from your NT-ware support session, please also select Transfer desktop, and Transfer task bar and system. - Monitor tray: If, on the Mini Panel, you have switched to SHOW mode, the Monitor will transfer your screen contents including all changes in real time. The Monitor tray provides you with a Start/Pause Button. Use this button to temporarily interrupt transfer of the screen, and switch to a still picture. The view of your screen on the consultants' computer will then be frozen. The Monitor tray also allows you to make adjustments as to how Netviewer will display your screen to the consultant. - VoIP tray: The VoIP tray allows you switch speech transmission via Voice over IP on and off. There are also control slides to adjust the volume and the microphone for your headset. - Whiteboard tray: The Whiteboard function allows session participants to add drawings and marks (visible for everyone) onto the transferred screen. The session partner in SHOW mode can activate the Whiteboard as needed, using the On/Off switch. 5

6 The Mini Panel The Mini Panel is the panel you will use most of the time to control certain aspects of your session - it will indicate when your support session has started. The Mini Panel contains only the most important controls for your support session. All of its controls are also integrated in the Control Panel. The Show/Watch switch toggles the direction of viewing. If it is switched to Show on your side it will be switched to Watch on the consultants' side, and vice versa. When a Netviewer session has started you will be in Watch mode, so you can see your NT-ware consultants' screen. Your consultant will be in Show mode. During the session, this will be toggled to make your screen visible to the consultant. If the consultant is in Watch mode he can activate or deactivate remote control rights using the remote control On/Off switch. If you grant remote control rights to your consultant, he will have the ability to execute mouse and keyboard commands on your computer, whereas you have the power to decide which applications he may see and control remotely. Clicking the security key F11 enables you to immediately deactivate remote control. Exiting the RIAS session: When all tasks are finished, you can exit the RIAS session by clicking the Mini Panel's closing button, or you can close the Netviewer task in the Windows task bar. The Netviewer Confirm screen will pop up. Click Yes for closing and No for continuing the session. Having clicked Yes, both participant and consultant will receive the following pop-up message. Netviewer will not leave behind any files or make any changes to the participant s system after the session is over. 6