Contents

Transcription

1

2 Contents 1. Preface About This Guide Typographical C onventions Feedback Introduction About Techinline Remote Desktop How Techinline Service Works Purchasing Techinline Service Purchasing...10 Sessions Adding More Sessions Purchasing...14 Subscriptions 3.3. Reactivating Expired Subscriptions Paying with...18 a Purchase Order 3.5. Subscription License Pay Per-Session License Switching License Type Getting Started System Requirements Installing Expert Application Expert User Interface Expert Log...27 In Form 5.2. Expert Main...28 Form (Pre-Session Status) 5.3. Expert Main...30 Form (Active Session Status) Expert's...33 C hat Panel 5.4. My Account...33 Form C ontact...35 Information Section C hange...37 Password Section Page Template Section C lient Box Setup Section Session...41 Usage Report Section 5.5. Unattended...42 C lients Form 5.6. Support Form Running the Application Techinline Ltd. All rights reserved.

3 7. Start a new Support Session Close a Support Session Performing FixMe.IT Operations Switching between Support Sessions Viewing the...61 Remote Desktop 9.3. C ontrolling...64 the Remote Desktop 9.4. Viewing and C ontrolling Multiple Remote Desktops Using Tools Using the Pencil Tool Using the Laser Pointer Tool Using the Magnifier Tool Using the C TRL+ALT+DEL Button 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 Sharing Desktop View Sharing Desktop C ontrol Rebooting the Remote C omputer Regular...87 Reboot and Reconnect Safe Reboot and Reconnect Request...94 Windows Password Restart the C lient as Windows system service Unattended Support C onnection Setup Unattended Access Establishing an Unattended C onnection Remove Unattended Access to a Remote C omputer Transferring Folders, Files, Text Drag&Drop C opy&paste Sending Files Interacting with the C lient via C hat Editing Support Session Notes Install Support C lient to a Remote C omputer Change of User during the Session Techinline Ltd. All rights reserved.

4 11. Getting Session Reports Obtaining Information about the Expert Account Editing the Expert Profile C hanging Expert C ontact Information C hanging the Password 14. Customizing the Client Page C hanging the Page Template for the C lient Page C hanging the Appearance of the C lient Box Getting the Link to the C ustomized C lient Page Power Management Operations Getting Context Help Finishing Work with the Application Support FAQ General Questions Using Service Pricing Plans Orders/Payment Problem-solving Forgot Your Password C lient Timeout C ookies Disabled Account Access Limit C ontact Us Terms of Services Copyright Techinline Ltd. All rights reserved.

5 1 Preface Welcome to the T e ch in lin e Fix M e IT 's Expert User's Guide! In this chapter, you will find the following information: About this Guide 5 Typographical conventions used in the Guide 6 Instructions on how to send us your feedback About This Guide The Fix M e.it Ex p e r t U s e r 's G u id e is written for Ex p e r ts - individuals who offer 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. The aim of this Guide is to provide you with the complete and detailed instructions on how to work with T e c hinline Fix M e. ITto make remote computer support easier and more affordable than ever before. Techinline FixMe.IT allows you to remotely view, diagnose, and resolve problems for anyone around the world, from anywhere in the world. In this Ex p e r t U s e r 's G u id e, you will find the following information: Preface 5 - information about this Guide, typographical conventions, and feedback. Introduction 7 - general information about the T e c hinline Fix M e.it application. Purchasing the FixMe.IT application 10 - instructions on how to buy T e c hinline Fix M e.it and information about available license types. Getting Started 21 - instructions on how to run T e c hinline Fix M e.it for the Expert. Expert User Interface 26 - an overview of the Expert user interface of T e c hinline Fix M e.it. Running the Application 46 - instructions on how to run T e c hinline Fix M e.it as the Expert. Finish Working with the Application instructions on how to finish working with T e c hinline Fix M e.it for the Expert. Start a new Support Session 50 - instructions on how to start a new support session with the C lient. C lose a Support Session 56 - instructions on how to close a support session with the C lient. Performing FixMe.IT Operations 58 - instructions on how to view and control the C lient's remote desktop, allow the C lient view and control your desktop, reboot the remote computer, transfer folders/files/text, and chat to the C lient. Managing Remote Session Options 76 - instructions on how to specify image quality and the view settings for a screen of a higher resolution. Getting Reports on Sessions instructions on how to generate a custom-built report on conducted sessions. Getting Information about the Expert Account instructions on how to view your Expert Account information. Editing the Expert Profile instructions on how to change your Expert contact information and password. C ustomizing the C lient Page instructions on how to customize the template for the C lient Page, change the appearance of the C lient Box, and obtain the link to the customized C lient Page. Getting C ontext Help instructions on how to get help for the current context. Support frequently asked questions encountered by users of T e c hinline Fix M e.it, solutions to potential problems 5

6 that can arise while working with T e c hinline Fix M e.it, and contact details for the Fix M e.it Support Department. Terms of Services a legal agreement between you and T e c hinline Ltd for use of the Fix M e.it services. C opyright T e c hinline Ltd 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 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. Em p ha s is Notes or important statements. No te : Upon launching the application for the first time, you will be asked to download and run the application. 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 application 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 6

7 2 Introduction In this chapter, you will find the following general information about T e c hinline Fix M e.it: About the Techinline FixMe.IT Application 7 How the Techinline FixMe.IT Application Works About Techinline Remote Desktop T e c hinline Fix M e.it 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 Fix M e.it requires downloading and running an application. 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. What can you do with Techinline FixMe.IT? With T e c hinline Fix M e.it, you can perform almost any task imaginable, right from the comfort of your own computer. There are a number of ways in which you can use remote access. Here are the most common applications of the Fix M e.it application: Technical/helpdesk support. T e c hinline Fix M e.it allows you to remotely assist your employees and customers by viewing their computer 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 Fix M e.it 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 conduct 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 Fix M e.it also allows you to transfer folders, files, and text between the local computer and the remote computers of your customers. Features of Techinline FixMe.IT With T e c hinline Fix M e.it you can: View the remote desktop of the Client. View the desktop of the remote computer 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. 7

8 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 of 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. Video 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 concurrent connections 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. 8

9 2.2 How Techinline Service Works T e c hinline Fix M e.it 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 application consists of three parts: Ex p e r t Ap p lica tio n - the application module which is run by the Expert in order to start the support session (a period during which the Expert is connected to the FixMe.IT application. The session starts when the Expert logs into the application and ends when the Expert finishes working with the application. 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 Fix M e.it server and provides communication between the Expert and the C lient. Clie n t Ap p lica tio n - the application module which the C lient runs in order to connect to the Expert's support session. To work with T e c hinline Fix M e.it, the C lient and the Expert are both required to have an Internet connection. Security and confidentiality of the remote connection are protected by the HTTPS protocol and the use of a one-time unique session key. 9

10 3 Purchasing Techinline Service Fix M e.it relies on Bluesnap (see at an independent E-C ommerce system, to process online orders and collect payments for T e c hinline Fix M e.it. All purchases are made online. The service is available immediately after the payment is processed. The T e c hinline Fix M e.it application is available in two different license types: Subscription License 18. Allows an unlimited number of sequential single sessions to be run over the space of the purchased term (month, quarter, half year, or year). The subscription license also includes Unattended Access 99 functionality. For instructions on how to buy a Subscription License, see the topic Purchasing Subscriptions 14. Pay Per-Session License 19. A transparent "Pay As You Go" plan which ensures that you only pay based on the number of times you use the service. The cost of this prepayment plan depends on the number of purchased sessions (bundle). The Unattended Access 99 feature is not available with the Per-Session license. For instructions on how to buy a Pay Per-Session License, see the topic Purchasing Sessions Purchasing Sessions The Pay Per-Session License 19 provides you with the following benefits: flexible "pay as you go" pricing model, which is ideal for sporadic usage and personal needs enables running multiple sessions at a given time with a single account flexibility of paying for the number of times that the service is used instead of a specific term can connect to same machine within 12 hours multiple times without being charged with an additional session Pay Per-Session Licenses are not automatically renewable. Therefore, purchasing additional sessions for an existing FixMe.IT account must be done manually 11. No te : T he P e r-se s s io n lic e ns e d o e s no t inc lud e the Unattended Access 99 fe a ture. Unattended Access 99 is o nly a v a ila b le w ith the Subscription License 18. T o p u r ch a s e a P a y P e r - S e s s io n Lice n s e : 1. Go to: 2. In the Per-session license section, choose the number of sessions you would like to purchase and click the corresponding Buy It button. 10

11 C ho o s e the num b e r o f s e s s io ns to p urc ha s e 3. The Bluesnap order page will open. Fill in the order form and click the Submit button. Im p o rta nt! The provided Address will serve as the login for your Fix M e.it account. Your FixMe.IT account will be created and the application will become available immediately after the order is processed. You will receive the following s at the specified address: The Confirmation containing order details from Bluesnap. The Account details from FixMe.IT. It will contain a randomly generated password for your Fix M e.it account which can then be changed 136. No te. If the with your Account details from FixMe.IT does not arrive within 5 minutes of receiving the Bluesnap , please check the Spam folder or any potential filter settings. If you are still unable to locate the letter, contact us Adding More Sessions If you have used all of the sessions of your Pay Per-Session License 19, you will receive the following message in red color in the Expert Main Form (Pre-Session Status) 28 : "You no longer have sessions remaining in your account. Please click the Purchase menu above to order additional sessions." 11

12 No s e s s io ns re m a in in y o ur a c c o unt You may add more sessions to your Techinline Account. T o p u r ch a s e m o r e s e s s io n s : 1.Do one of the following: Launch the Techinline service as the Expert 46. From the Purchase menu, choose the number of sessions to purchase. 12

13 C ho o s e the num b e r o f s e s s io ns to p urc ha s e Go to: In the Per-session license section, choose the number of sessions you would like to purchase and click the corresponding Buy It button. 13

14 C ho o s e the num b e r o f s e s s io ns to p urc ha s e 2.The Plimus order page will open. Fill in the order form and click the Submit button. Im p o rta nt! To add the purchased sessions to your existing Techinline account, make sure that the Address (your Techinline login) corresponds to that of your existing Pay Per-Session License 19. The sessions will be added to your Techinline account immediately upon receipt of payment. You will receive the following letters at the specified address: The Confirmation containing order details from Plimus. The Account details from Techinline. No te. If the with your Account details from Techinline doesn't arrive within 5 minutes of receiving the Plimus , please check the Spam folder or any potential filter settings. If you are still unable to locate the letter, contact us Purchasing Subscriptions The Subscription License 18 provides you with the following benefits: unlimited number of sequential sessions over the space of the selected license term, which is ideal for consistent use and/or business purposes each license allows running a single session at a given time 14

15 automatically renews at the end of each purchased term includes Unattended Access 99 functionality For your convenience, Subscription Licenses are automatically-renewing (when the purchased time period ends, the subscription for the identical time period is extended and you are billed using the payment method which has been set upon initially purchasing the service). No te. If you do not want the subscription to be automatically renewed at your next payment date, please notify our Sales Department 163 or cancel the subscription 160 before the next scheduled billing date through your Plimus account. Expired subscriptions can be reactivated manually 16 in the future. No te. If you would like to purchase a Yearly Subscription which is not automatically renewable, fill out the purchase form on the following page: or pay with a Purchase Order 18. T o p u r ch a s e a S u b s cr ip tio n Lice n s e : 1. Go to: 2. In the Subscription license section, choose a license term you would like to purchase and click the corresponding Buy It button. C ho o s e a lic e ns e te rm to p urc ha s e No te. A Yearly Subscription may be paid for with a Purchase Order The Bluesnap order page will open. Fill in the order form and click the Submit button. Im p o rta nt! The Address provided in the online form will be automatically assigned as the login for your Fix M e.it account. 15

16 Your FixMe.IT account will be created and your subscription will be activated immediately after the order is processed. You will receive the following s at the specified address: The Confirmation containing order details from Bluesnap. The Account details from FixMe.IT. It will contain a randomly generated password for your Fix M e.it account which can be changed 136. No te. If the with your Account details from FixMe.IT doesn't arrive within 5 minutes of receiving the Bluesnap , please check the Spam folder or any potential filter settings. If you are still unable to locate the letter, contact us Reactivating Expired Subscriptions If your FixMe.IT subscription 18 has not been automatically renewed and has an expired status, you will receive the following message in red color in the Expert Main Form (Pre-Session Status) 28 : "Your subscription has expired. Please click the Purchase menu above to order a new account online." Y o ur s ub s c rip tio n ha s e x p ire d In this case, you can manually reactivate your expired subscription. T o r e a ctiv a te y o u r e x p ir e d s u b s cr ip tio n : 16

17 1. Run the FixMe.IT application as the Expert From the Purchase menu, choose Renew (Monthly/Quarterly/Semi-Annual/Yearly). C lic k P urc ha s e > > R e ne w 3. The Bluesnap order page will open. Fill in the order form and click the Submit button. Im p o rta nt! To reactivate your existing FixMe.IT account, make sure the Address (your FixMe.IT login) corresponds to your existing account. Your FixMe.IT subscription will be reactivated immediately upon receipt of payment. You will receive the following s at the specified address: The Confirmation containing order details from Bluesnap. No te. If the with your Account details from FixMe.IT doesn't arrive within 5 minutes upon receiving the Bluesnap , please check the Spam folder or any potential filter settings. If you are still unable to locate the letter, contact us

18 3.4 Paying with a Purchase Order FixMe.IT's Yearly Subscription 18 may be paid for with a Purchase Order. Techinline Ltd is under contract with Bluesnap Inc (3rd party payment processing system) to process Purchase Order transactions. No te. Yearly Subscriptions paid with a Purchase Order are not automatically renewable. In such cases, expired subscriptions can be reactivated manually 16. T o p a y with a P u r ch a s e Or d e r : 1. Obtain a Purchase Order Quote from Bluesnap: Go to: C omplete the online order form. C hoose Purchase Order in the Method of payment field. After submitting the first page of the form containing contact information and quantity, a formal Purchase Order Quote will be provided. 2. Fax the obtained Purchase Order Quote (form) along with your company s internal Purchase Order to Bluesnap to the following fax number: Once Bluesnap approves the Purchase Order, an invoice containing payment instructions for the transaction will be generated and ed to you. 4. Pay the invoice to the address provided in the invoice along with the Order Reference Number indicated in the invoice. Once Bluesnap processes the payment and notifies Techinline that the order has been processed, the purchased FixMe.IT subscriptions will be automatically created in the FixMe.IT system. Please feel free to contact FixMe.IT's Sales Department for any inquiries related to completing Purchase Order transactions: Phone: C anada and US: (1) United Kingdom: (44) sales@techinline.com Skype ID: techinline 3.5 Subscription License The Subscription License offers complete flexibility over the term of your purchase: Unlimited access. You can use the T e c hinline Fix M e.it application as many times during the subscription period as needed. Unattended access. You can configure up to 150 computers for unattended access with your subscription license. Simultaneously connected experts. The number of simultaneously running support sessions (Experts connected at the same time) corresponds to the number of licenses purchased. Multiple working places. The license is not tied to any hardware or software environment. You may use your FixMe. IT account on any machine to provide support. Several subscription time periods. The following subscriptions are available: o Monthly subscription o Quarterly subscription o Semi-annual subscription o Yearly subscription 18

19 This license allows for an unlimited number of sequential sessions to be run over the space of the purchased term (month, quarter, half year, or year). For your convenience, as well as to prevent any potential interruptions and delays due to processing payments, the Subscription License is purchased in advance for a given time period and the subscription is automatically renewed once the purchased time period expires (payment is withdrawn from your Bluesnap balance or the credit card on file is charged). No te. If you do not want the subscription to be automatically renewed, please notify our Sales Department 163 or cancel the subscription 160 prior to the next billing date through your Bluesnap account. Expired subscriptions can be reactivated manually 16. No te. If you would like to purchase a Yearly Subscription which is not automatically renewable, fill out the purchase form on the following page at: or pay with a Purchase Order 18. In such cases, expired subscriptions can be reactivated manually 16. Advantages of the Unlimited License: This license is very useful and economical when a large number of sequential single sessions over a particular time-period is required. Furthermore, you are able to use the Unattended Access feature. For instructions on how to buy a Subscription License, see the topic Purchasing Subscriptions 14. For instructions on how to switch between the Subscription and Pay Per-Session Licenses, see the topic Switching License Type Pay Per-Session License The Pay Per-Session License is a transparent "Pay As You Go" license which ensures that you only pay based on the number of times that the service is used. The cost of this prepayment plan depends on the number of purchased sessions (bundle). The Pay Per-Session license provides the following characteristics: Infinite length of a running session. A running session does not have a time limitation and can continue for as long as needed. Unlimited number of connections to a single computer during 12 hours. A single session is defined as a 12hour period after the initial connection is established. Therefore, you can connect and disconnect to the same computer as many times as needed within the allocated 12 hours. In this case, you will not be billed for any additional sessions. Example: You have connected to the computer of C lient A on Monday at 10:00 a.m and disconnected at 10:13 a.m. You have created the session which will be withdrawn from your balance of purchased sessions. Later that day, you have connected to the computer of C lient B at 01:00 p.m. and disconnected at 01:30 p.m. You have used another session which will also be deducted from your available sessions. At this time, you have used two sessions in total. If you connect to C lient A's computer later that same day at 9:30 p.m. and disconnect at 10:30 p. m., your account balance remains the same because this is a continuation of a session which was initiated less than 12 hours ago, and which has already been subtracted from your sessions balance. No te : If you feel that we have wrongfully withdrawn a session from your account, contact our Sales Department 163. Multiple connections. As opposed to the Unlimited License where the Expert can run a single session at a time, the Per-Session License allows for multiple simultaneous running sessions using a single Fix M e.it account. All that is needed in this case is the appropriate number of sessions to be available on your account balance. Different session bundles available. The following number of sessions are available for purchase: 5, 20, 50, and 100 sessions. Absence of Unattended Access. The Per-Session license does not include the Unattended Access 99 feature. Advantages of the Pay Per-Session License: The Pay Per Session License is ideally suited for personal or infrequent use (roughly 5 or less connections per month). Since you are not required to use the sessions within a given time period, they will remain in your account until the need arises at any point in the future. The Pay Per Session License also enables buyers to run numerous sessions concurrently and/or sequentially, which delivers great flexibility when it comes to using the purchased sessions. 19

20 For instructions on how to buy a Pay Per-Session License, see the topic Purchasing Sessions 10. For instructions on how to switch between the Pay Per-Session and Subscription Licenses, see the topic Switching License Type Switching License Type You can switch from the Pay Per-Session License 19 to the Subscription License 18 and vice versa as well as change the duration of your Subscription License. Please note that you will not be refunded upon switching to another License during the contract period. Your current account will remain active until the expiration date of the contract, and you will not be charged on the next scheduled billing date. If you have purchased the yearly subscription and during this time-period (f.e. in a half a year) you have decided to switch to the Pay Per Session License, you will not be refunded the remaining time-period (in this case, 6 months). Upon the expiration of the yearly contract, the subscription will not be renewed and as a result, your Fix M e.it account will become inactive. If you have sessions remaining in your balance and decide to switch to a Subscription License, you will not be refunded for the remaining sessions. Therefore, it is best to use all of the remaining sessions and then purchase a Subscription License. T o s witch fr o m th e P a y P e r - S e s s io n to th e S u b s cr ip tio n Lice n s e : 1. C ancel your License by ing Fix M e.it at orders@techinline.com or directly through the payment system (at customer interface. 2. Purchase a Subscription License 14. T o s witch fr o m th e S u b s cr ip tio n to th e P a y P e r - S e s s io n Lice n s e : C ontact the FixMe.IT Sales department

21 4 Getting Started In this chapter, you will find the following instructions on installing/uninstalling the T e c hinline Fix M e.it application for the Expert: System requirements 21 How to install Expert Application System Requirements The Fix M e.it application is currently available for the Windows operating system.. We recommend that you follow these guidelines to using the Fix M e.it application: Operating System Microsoft Windows XP SP2, Server 2003, Vista, Server 2008, Windows 7, Windows 8 (including Metro project), Windows 10 Internet Connection Minimum is a modem connection. DSL/C able or better is recommended. 4.2 Installing Expert Application Ex p e r t Ap p lica tio n is a standalone program which delivers a simple method for using the Fix M e.it application. T o r u n Ex p e r t Ap p lica tio n : 1. Go to: e.fixme.it or fixme.it/expert.. No te. C lient Application is available at: c.fixme.it. Or run the FixMe.IT application for the first time in your web browser. C lick the Run Expert Application button to download and run the application. C lic k R un Ex p e rt A p p lic a tio n 2. Download and run the Expert Application depending on your web browser: 21

22 Internet Explorer: You will receive the following message: "Do you want to run or save TechinlineExpert.exe (1.11 MB) from techinline.net?" C lick the Run button on the information panel. C lic k R un Firefox: 1. The Opening TechinlineExpert.exe Dialog will appear. C lick the Save File button. C lic k Sa v e File 2. Once Expert application is downloaded, the Downloads Dialog will appear. Double-click the TechinlineExpert.exe item. Do ub le -c lic k T e c hinline Ex p e rt.e x e 3. The Open File - Security Warning Dialog will appear. C lick the Run button. 22

23 C lic k R un Opera, Safari and other browsers: The Run file Dialog will appear. C lick the Run button. C lic k R un Chrome: 1. After clicking the Run button, the application will be downloaded automatically. In the bottom left corner of the browser window, click the TechinlineExpert.exe item located on the information panel. C lic k T e c hinline Ex p e rt.e x e 2. The Open File - Security Warning Dialog will appear. C lick the Run button. 23

24 C lic k R un 3. Upon downloading and running the Expert Application, you may log in and start working with the application Ex p e rt De s k to p A p p lic a tio n Once the application is downloaded and started, it installs the Expert Application for the current user and creates a shortcut on the Users's Desktop. You may then run the Expert Application directly through the Desktop shortcut. 24

25 Ex p e rt A p p lic a tio n De s k to p Sho rtc ut 25

26 5 Expert User Interface T e c hinline Fix M e.it interface is intuitive and user-friendly. With a range of convenient Fix M e.it tools, the Expert will connect to the C lient in a matter of seconds and will comfortably use the remote access options. The view of the Expert User Interface depends on the current context: Expert Log In Form 27 The Expert Log In Form is displayed when you are not logged in to the T e c hinline Fix M e.it application. In this form, you can log in as the Expert to the Techinline FixMe.IT application 46. If you do not have an existing account, you may register for a free trial account. Expert Main Form (Pre-Session Status) 28 The Expert Main Form (Pre-Session Status) appears when you have logged in as the Expert to the T e c hinline Fix M e.it application, but a support session has not been established with the C lient. In this form, you can establish a connection with the C lient to start a support session 50. Expert Main Form (Active Session Status) 30 The Expert Main Form (Active Session Status) appears when a support session has been established with the C lient. In this form, you will find tools to perform various operations: view the C lient's remote desktop 61, control the C lient's remote desktop 64, reboot the C lient's remote computer 87, share the view of your desktop with the C lient 81, share the control of your desktop with the C lient 83, transfer files/ clipboard content 106, chat with the C lient 112, record the remote session 72 and restart the C lient as Windows system service 96. The Unattended Clients Form 42 appears when a support session has been established with the C lient. In this form, you will find tools to perform various operations: Setup Unattended C onnection Support 99 and Remove Unattended Access to the Remote C omputer

27 My Account Form 33 The My Account Form is available when you are logged in as the Expert to the Fix M e.it application, and may also be accessed during the support session. In this form, you can manage your FixMe.IT account: obtain information about your Expert account 129, edit your Expert profile and password 132, obtain reports on conducted sessions 120, and customize the C lient Page 140. Support Form 44 The Support Form is available when you are logged in as the Expert to the T e c hinline Fix M e.it application, and may also be accessed during the support session. In this form, you may contact the Fix M e.it support department. 5.1 Expert Log In Form Once you have installed Expert Application 21 the application will be started automatically and the Expert Log In Form is displayed. In this form, you can log in as the Expert to the Techinline FixMe.IT application 46. If you do not have an existing account, you may register for a free trial account. 27

28 T he Ex p e rt Lo g In Fo rm The form contains the following elements: The Username field allows you to enter your login (the address that was used to register your Fix M e.it account). The Password field allows you to enter your Fix M e.it password. The Forgot Password? link opens the Password Recovery Section to retrieve the password. The Keep me signed in checkbox allows you to remember your Fix M e.it login details (username and password) on the current computer. It works if the windows cookies are enabled on the computer. The Sign in button logs you in to the T e c hinline Fix M e.it application using your login details (username and password). The Expert Main Form (Pre-Session Status) 28 will appear. The Sign up now link opens a page to register a Fix M e.it free trial account. 5.2 Expert Main Form (Pre-Session Status) The Expert Main Form (Pre-Session Status) appears when you have logged in to the Techinline FixMe.IT application as the Expert (to offer technical support or any other form of assistance to the C lient) but a connection has not been established with the C lient. In this form, you can establish a connection with the C lient to start a support session 50. The Expert Main Form (Pre-Session Status) consists of the following parts: 28

29 T he Ex p e rt M a in Fo rm (P re -Se s s io n Sta tus ) Connection Summary: o The Waiting number shows the amount of support sessions that must be confirmed by the C lient. o The Connected number shows the amount of ongoing support sessions with remote C lients. o The Closed number shows the amount of support sessions that were closed by remote C lients. o The Declined number shows the amount of support sessions (if it is more than one) that were rejected by remote C lients. If this number is zero, this element will not be displayed on the form. Chat Board of the Chat Panel 33 displays service messages. C hat with the C lient is enabled in the Expert Main Form (Active Session Status) 30. Tabs: o Home Tab. This tab opens the Expert Main Form (Pre-Session Status) from other windows when you are not connected to the C lient. o My Account Tab. This tab opens the My Account Form 33 which allows you to manage your FixMe.IT account. o Unattended Clients Tab. This tab opens the Unattended Clients Form 42 which allows you to manage your Unattended clients. o Support Tab. This tab opens the Support Form 44 which allows you to contact Fix M e.it 's support department. o Sign Out finishes work with the Fix M e.it application. The Expert Log In Form 27 will appear. Buttons and links: o The New Session button connects you to the C lient using their C lient ID. The[****] 50 New Support session dialog 50 will appear. o The Get Context Help button ( ) opens context sensitive help that is related to the current context. o Version number shows the current version of your T e c hinline Fix M e.it application. You may see the change history when you press on this link. 29

30 5.3 Expert Main Form (Active Session Status) The Expert Main Form (Active Session Status) appears when at least one support session has been established with a C lient. In this form you may add a new support session, switch between support sessions, and perform other various operations: Switch between support sessions 58 View the C lient's remote desktop 61 C ontrol the C lient's remote desktop 64 Reboot the C lient's remote computer 87 Share view of your desktop with the C lient 81 Share control of your desktop with the C lient 83 Transfer files/clipboard content 106 C hat with the C lient 112 Restart the C lient as Windows system service 96 The Expert Main Form (Active Session Status) consists of the following parts: Ex p e rt M a in Fo rm (A c tiv e Se s s io n Sta tus ) Support Session List: The Support Session List displays information about ongoing support sessions. Each support session row consists of the following fields: 30

31 Sup p o rt s e s s io n De ta ils o The Alert field displays any messages from the client support session. In case of an alert, the following icon ( displayed in this field. ) is o The Status field displays the support session status: Ico n Sta tus Description C on nect ed The support session has been successfully established and the Expert may perform any support operation. Wai ting The remote C lient is located and the C lient must approve the support session C lo sed The support session has been closed by the remote C lient Dec line d The remote C lient has declined the support session o The Session field displays either the C lient ID or Unattended depending on the support session type. o The Edit session details button ( ) allows the Expert to edit support session details such as the Client Name and session Notes that will be displayed in the session usage report. o The Session field displays either the C lient ID used to establish the support session or "Unattended" if the support session has been established with an Unattended C lient. o The Client Name field displays the name of the C lient (this field is optional: it may be left empty and can be edited at any point during the session). The content of this field will be displayed in the session usage report. o The Close Support Session button removes the support session from the C onnection List. When a session is active, the ( ) button closes and removes the support session from the list. If the support session has been closed by the C lient, the ( will then appear. ) button simply removes it from the list. The Expert Main Form (Pre-Session Status) 28 o The Start Time field displays the time at which the support session for each connected client was started. o The Duration displays the duration of the session as "hours:minutes:seconds". Remote Desktop Toolbar: The Connect to the remote desktop button opens the following menu: The Remote desktop control menu item allows you to remotely view the C lient's desktop and control the C lient's mouse and keyboard 64. The Remote desktop view menu item allows you to remotely view the C lient's desktop 61. The Connect the remote user to your desktop button opens the following menu: 31

32 The Local desktop control menu item allows the C lient to remotely view your desktop and control your mouse and keyboard 83. The Local desktop view menu item allows the C lient to remotely view your desktop 81. The Reboot and reconnect the remote computer button allows you to remotely restart the C lient's computer 87. The Regular Reboot and Reconnect menu item allows you to remotely reboot and reconnect to the remote computer 87 in normal mode. The Safe Reboot and Reconnect menu item allows you to remotely reboot and reconnect to the C lient's computer 91 in safe mode. The Request Windows Password menu item allows you to ask the C lient for the Windows password 94 to enable unattended reboot. The Send file to the remote computer button allows you transfer a single file 108 from your computer to the C lient's computer without launching the Remote Desktop C ontrol 64 mode. The Installation option button allow you to install Unattended C lient on the remote computer or C lient Desktop application for future use. The Install Client Application menu item allows you to install FixMe.IT C lient Application on the remote computer for future use. The Setup Unattended Access menu item allows you to setup unattended access to the remote computer 100. No te. If the Expert does not have Administrative Rights (only has limited rights), then the following message will be displayed on the Remote Desktop Toolbar: "UAC is enabled on the remote system. You must restart the Client as Windows system service to view UAC prompts and perform administrative tasks on the remote computer". By using the link in the message, the Expert can restart the C lient as Windows system service 96. Chat Panel 33 allows you to interact with the C lient via text chat 112. It also displays service messages. Tabs: o Home Tab. This tab opens the Expert Main Form (Active Session Status) from other windows during a support session. o My Account Tab. This tab opens the My Account Form 33 which allows you to manage your FixMe.IT account. o Support Tab. This tab opens the Support Form 44 which allows you to contact Fix M e.it 's support department. o Sign Out finishes work with the Fix M e.it application. The Expert Log In Form 27 will appear. Buttons and links: o The New Session button connects you to the C lient using their C lient ID. The[****] 50 New Support session dialog 50 will appear. o The Get Context Help button ( ) opens context sensitive help that is related to the current context. o Version number shows the current version of your T e c hinline Fix M e.it application. You may see the change history when you press on this link. 32

33 5.3.1 Expert's Chat Panel The Chat Panel is a part of the Expert Main Form (Active Session Status) 30 and the Expert Main Form (PreSession Status) 28. On the Expert Main Form (Pre-Session Status) 28 the chat board displays a welcoming message which contains information about your login and Expert license type. No te. The Send Messages Panel and the Send button are disabled on this form. On the Expert Main Form (Active Session Status) 30 the Chat Panel allows you to interact with the C lient via text chat 112 after a connection with the C lient has been established. The Chat Panel consists of the following elements: T he Ex p e rt's C ha t P a ne l The Chat Board displays the following messages: o Information about the session: when the remote session with the C lient was established and ended, session duration. o C hat messages. The Send Messages Panel is used to write instant chat messages. The Send button sends the written message. To send a message, you can also press ENTER. The Typing status bar displays the message "Client is typing a message..." when typing is in progress. No te. Once the C lient is disconnected from the support session, the Send Messages Panel and the Send button are disabled. 5.4 My Account Form The My Account Form is available when you are logged in as the Expert to the Fix M e.it application, and may also be accessed during the support session. In this form, you can manage your FixMe.IT account: Get information about your Expert account 130 Edit your contact information and password 132 Get reports on conducted sessions 120 C ustomize the C lient Page 140 The My Account Form consists of the following parts: 33

34 T he M y A c c o unt Fo rm Sections: The Account Information section shows the following information about your Expert Account 130 : License: your license type and account status (active/expired). Renewal Date/Expiration Date/Sessions Left. (your login). The Client Application Setup link allows the Expert to download the C lient Application Setup file which may then be installed on the client's machine for future use. The Client Application Setup link can also be copied to clipboard using the button. The Unattended Access Setup link allows the Expert to download the Unattended Access Setup file which may be installed on the client's machine. The machine where an unattended access application has been installed will then be added to the Expert's Unattended C lients list. The Unattended Access Setup link can also be copied to clipboard using the button. The Client Installer Package (.msi) link allows the Expert to download the installation package which may be used for mass or automated deployment on the client's machines. The Client Installer Package (.msi) link can also be copied to clipboard using the button. The Edit Profile section allows you to edit your Expert Profile settings 132 : The Contact Information link opens the Contact Information Section 35 where you can edit your contact information 132. The Change Password link opens the Change Password Section 37 where you can change your FixMe.IT password 136. The Client Page Setup section allows you to customize the appearance and/or content of the C lient Page 140 which is displayed to the C lient prior to and during the session: The Page Template link opens the Page Template Section 37 where you can change the page template for the C lient Page 140 (the background and content of the page around the C lient Box) and get the link for connecting to the customized C lient Page 148. The Client Box Setup link opens the Client Box Setup Section 39 where you can 34

35 customize the appearance of the C lient Box 145 and obtain the link for connecting to the customized C lient Page 148. The Session Usage Report link opens the Session Usage Report Section 41 where you can obtain a session usage report 120. Tabs: o Home Tab. When you are not connected to the C lient, this tab opens the Expert Main Form (Pre-Session Status) 28. During a support session, this tab opens the Expert Main Form (Active Session Status) 30. o My Account Tab. This tab opens the My Account Form from other windows. o Unattended Clients Tab. This tab opens the Unattended Clients Form 42 which allows you to manage your Unattended clients. o Support Tab. This tab opens the Support Form 44 which allows you to contact Fix M e.it 's support department. o Sign Out finishes work with the Fix M e.it application. The Expert Log In Form 27 will appear. Buttons and links: o The New Session button connects you to the C lient using their C lient ID. The[****] 50 New Support session dialog 50 will appear. o The Get Context Help button ( ) opens context sensitive help that is related to the current context. o Version number shows the current version of your T e c hinline Fix M e.it application. You may see the change history when you press on this link Contact Information Section The Contact Information Section of the My Account Form 33 allows you to view and edit your contact information 134. The Contact Information Section consists of the following elements: 35

36 T he C o nta c t Info rm a tio n Se c tio n Contact Information Panel: o The First Name field displays your first name. o The Last Name field displays your last name. o The Company field displays your company name. o The Address 1, Address 2, City, Zip (Postal Code), State, and Country fields display your mailing address. o The Work Phone field displays your work phone number. o The Send FixMe.IT news to me checkbox displays whether you are subscribed to Fix M e.it news or not. o The Save Changes button saves changes and updates your profile. You can edit and update your contact information 134. Tabs: o Home Tab. When you are not connected to the C lient, this tab opens the Expert Main Form (Pre-Session Status) 28. During a support session, this tab opens the Expert Main Form (Active Session Status) 30. o My Account Tab. This tab opens the My Account Form from other windows. o Unattended Clients Tab. This tab opens the Unattended Clients Form 42 which allows you to manage your Unattended clients. o Support Tab. This tab opens the Support Form 44 which allows you to contact Fix M e.it 's support department. o Sign Out finishes work with the Fix M e.it application. The Expert Log In Form 27 will appear. 36

37 Buttons and links: o The New Session button connects you to the C lient using their C lient ID. The[****] 50 New Support session dialog 50 will appear. o The Get Context Help button ( ) opens context sensitive help that is related to the current context. o Version number shows the current version of your T e c hinline Fix M e.it application. You may see the change history when you press on this link Change Password Section The Change Password Section of the My Account Form 33 allows you to change your FixMe.IT password 138. The Change Password Section consists of the following parts: T he C ha ng e P a s s w o rd Se c tio n Change Password Panel: o The Current Password field allows you to enter your current password. o The New Password field allows you to enter your new password. o The Confirm New Password field allows you to re-enter your new password. o The Save Changes button saves the new password and updates your profile. Tabs: o Home Tab. When you are not connected to the C lient, this tab opens the Expert Main Form (Pre-Session Status) 28. During a support session, this tab opens the Expert Main Form (Active Session Status) 30. o My Account Tab. This tab opens the My Account Form from other windows. o Unattended Clients Tab. This tab opens the Unattended Clients Form 42 which allows you to manage your Unattended clients. o Support Tab. This tab opens the Support Form 44 which allows you to contact Fix M e.it 's support department. o Sign Out finishes work with the Fix M e.it application. The Expert Log In Form 27 will appear. Buttons and links: o The New Session button connects you to the C lient using their C lient ID. The[****] 50 New Support session dialog 50 will appear. o The Get Context Help button ( ) opens context sensitive help that is related to the current context. o Version number shows the current version of your T e c hinline Fix M e.it application. You may see the change history when you press on this link Page Template Section The Page Template Section of the My Account Form 33 allows you to: C hange the page template for the C lient Page 141 (the background and content of the page around the C lient Box). Get the link for connecting to the customized C lient Page 148. The Page Template Section consists of the following elements: 37

38 T he P a g e T e m p la te Se c tio n Page Template Panel: o The Branded Client Page link displays the link for connecting to the customized C lient Page. You can set up this link directly on your own website, thereby directing your clients to your webpage in order to access the service. The Branded Client Page link can also be copied to clipboard using the button. o The Branded Client Application Setup link displays the link for downloading the Branded C lient Setup application which may be installed on the client's machine for future use. The Branded Client Application Setup link can also be copied to clipboard using the button.this application contains the customized C lient Page. o The Branded Client Installer Package (.msi) displays the link for downloading the Branded C lient Installer Package which may be used for mass or automated deployment via Windows Group Policy or Windows Installer Application. The Branded Client Installer Package (.msi) link can also be copied to clipboard using the button. o The HTML Code field allows you to view and edit HTML code for the customized C lient Page 141. o The Show Example/Hide Example link opens/hides an example of HTML code: o The Save Changes button saves and updates your template for the C lient Page. Tabs: o Home Tab. When you are not connected to the C lient, this tab opens the Expert Main Form (Pre-Session Status) 28. During a support session, this tab opens the Expert Main Form (Active Session Status) 30. o My Account Tab. This tab opens the My Account Form from other windows. 38

39 o Unattended Clients Tab. This tab opens the Unattended Clients Form 42 which allows you to manage your Unattended clients. o Support Tab. This tab opens the Support Form 44 which allows you to contact Fix M e.it 's support department. o Sign Out finishes work with the Fix M e.it application. The Expert Log In Form 27 will appear. Buttons and links: o The New Session button connects you to the C lient using their C lient ID. The[****] 50 New Support session dialog 50 will appear. o The Get Context Help button ( ) opens context sensitive help that is related to the current context. o Version number shows the current version of your T e c hinline Fix M e.it application. You may see the change history when you press on this link Client Box Setup Section The Client Box Setup Section of the My Account Form 33 allows you to: C ustomize the appearance 146 of the C lient Box (an area on the web page which the C lient sees prior to and during a support session). Get the link for connecting to the customized C lient Page 148. The Client Box Setup Section consists of the following elements: 39

40 T he C lie nt B o x Se tup Se c tio n Client Box Setup Panel: o The Branded Client Page link displays the link for connecting to the customized C lient Page. You can set up this link directly on your own website, thereby directing your clients to your webpage in order to access the service. The Branded Client Page link can also be copied to clipboard using the button. o The Branded Client Application Setup link displays the link for downloading the Branded C lient Setup application which may be installed on the client's machine for future use. The Branded Client Application Setup link can also be copied to clipboard using the button. This application contains the customized C lient Page. 40

41 o The Branded Client Installer Package (.msi) displays the link for downloading the Branded C lient Installer Package which may be used for mass or automated deployment via Windows Group Policy or Windows Installer Application. The Branded Client Installer Package (.msi) link can also be copied to clipboard using the button. o Hints display elements of the C lient Box that can be customized. o Client Box Customization fields allow you to view and edit the C lient Box settings 146 : The Logo field allows you to upload a logo image. The Browse... button allows you to browse your computer for a file with your logo image. The Delete button deletes an uploaded logo image file. The Caption field allows you to enter the heading for the C lient Box (HTML is allowed). The Status Bar Prompt field allows you to enter text instructions for the C lient on how to send their C lient ID number to the Expert (HTML is allowed). The Caption Style, Menu Style, Main Area Style, Client ID Box Style, and Prompt Style fields allow you to enter the settings for the C SS styles for C aption, Menu, Main Area, C lient ID Box, and Prompt correspondingly. You can use any C SS styles here. o The Save Changes button saves your changes and updates the C lient Box. Tabs: o Home Tab. When you are not connected to the C lient, this tab opens the Expert Main Form (Pre-Session Status) 28. During a support session, this tab opens the Expert Main Form (Active Session Status) 30. o My Account Tab. This tab opens the My Account Form from other windows. o Unattended Clients Tab. This tab opens the Unattended Clients Form 42 which allows you to manage your Unattended clients. o Support Tab. This tab opens the Support Form 44 which allows you to contact Fix M e.it 's support department. o Sign Out finishes work with the Fix M e.it application. The Expert Log In Form 27 will appear. Buttons and links: o The New Session button connects you to the C lient using their C lient ID. The[****] 50 New Support session dialog 50 will appear. o The Get Context Help button ( ) opens context sensitive help that is related to the current context. o Version number shows the current version of your T e c hinline Fix M e.it application. You may see the change history when you press on this link Session Usage Report Section The Session Usage Report Section of the My Account Form 33 allows you to keep track of all remote sessions and generate information output on all sessions conducted during a selected period of time. The Session Usage Report Section consists of the following elements: 41

42 T he Se s s io n U s a g e R e p o rt Se c tio n Session Usage Report Panel: o The Session type field allows you to choose the type of the session (Attended/Unattended), which will be included into the report. o The Date range field allows you to choose the date range of the report. o The Expert IP address field allows you to filter the sessions, which will be included into the report, by Expert IP Address. o The Client IP address field allows you to filter the sessions, which will be included into the report, by C lient IP Address. o The Client name field allows you to filter the sessions, which will be included into the report by C lient Name. o The Show notes field allows you to choose whether or not the Notes of the session is included into the report. o The Report format field allows you to choose one of the possible report format (HTML,Excel,Word,PDF). Tabs: o Home Tab. When you are not connected to the C lient, this tab opens the Expert Main Form (Pre-Session Status) 28. During a support session, this tab opens the Expert Main Form (Active Session Status) 30. o My Account Tab. This tab opens the My Account Form from other windows. o Unattended Clients Tab. This tab opens the Unattended Clients Form 42 which allows you to manage your Unattended clients. o Support Tab. This tab opens the Support Form 44 which allows you to contact Fix M e.it 's support department. o Sign Out finishes work with the Fix M e.it application. The Expert Log In Form 27 will appear. Buttons and links: o The New Session button connects you to the C lient using their C lient ID. The[****] 50 New Support session dialog 50 will appear. o The Get Context Help button ( ) opens context sensitive help that is related to the current context. o Version number shows the current version of your T e c hinline Fix M e.it application. You may see the change history when you press on this link. 5.5 Unattended Clients Form The Unattended C lients form allows you to manage unattended computers and initiate the Unattended Support C onnection 99. The Unattended Clients Form consists of the following elements: 42

43 U na tte nd e d C lie nts Fo rm Edit button: The Edit ( ) button allows editing the Name and Group of an Unattended C omputer. Delete button: The Delete ( ) button revokes Unattended Access to the remote machine and uninstalls the Unattended C lient from the remote machine. Logged in User displays the full Windows account name of the current logged in user on the remote machine. If the user is not logged in, this field states "Windows logon Screen". Activity field: The Activity field displays the current user's activity on the remote machine. The hint displays information about the duration that this machine is in its current state. This field may contain the following values: Activity field value Description The user is currently working on the remote machine. The hint of the value displays the The remote machine is currently not being used. Status field: The Status field displays the current status of the Unattended C lient. Status Description The remote machine is up and running and you may establish an Unattended Support C onnection 103 with this computer. The remote machine is switched off or unavailable. Unattended Access to this remote machine has been revoked by the client. The installation process for Unattended Access has not been completed. Installed On field. The Installed On field displays the date on which this Unattended C lient was created. Last Connected field The Last Connected field displays the date of the last connection to this Unattended C lient. Action: Depending on the Unattended C lient status, the Action field displays different actions available for this Unattended C lient. Action Description 43

44 The remote machine is up and running and you may establish an Unattended Support C onnection 103 with this computer. You are already connected to this remote machine and can activate the support session. Tabs: o Home Tab. When you are not connected to the C lient, this tab opens the Expert Main Form (Pre-Session Status) 28. During a support session, this tab opens the Expert Main Form (Active Session Status) 30. o My Account Tab. This tab opens the My Account Form 33 which allows you to manage your FixMe.IT account. o Unattended Clients Tab. This tab opens the Unattended Clients Form 42 which allows you to manage your Unattended clients. o Support Tab. This tab opens the Support Form 44 which allows you to contact Fix M e.it 's support department. o Sign Out finishes work with the Fix M e.it application. The Expert Log In Form 27 will appear. Filter: o The Status filter allows you to filter items in the list based on the Status field. o The Computer Name filter allows you to filter items in the list by C omputer Name. Buttons and links: o The Refresh button updates all information in the list. o The Show Groups button displays the Group Name field of Unattended C omputers and allows sorting them by Group Name. o The Hide Groups button hides the Group Name field of Unattended C omputers. o The Group Sort button changes the group sorting order. o The Expand All button expands all groups in the Unattended C omputer list. o The Collapse All button collapses all groups in the Unattended C omputer list. o The Get Context Help button ( ) opens context sensitive help that is related to the current context. o Version number shows the current version of your T e c hinline Fix M e.it application. You may see the change history when you press on this link. 5.6 Support Form The Support Form is available when you are logged in as the Expert to the T e c hinline Fix M e.it application, and may also be accessed during the support session. In this form, you may contact the Fix M e.it support department. The Support Form consists of the following elements: 44

45 T he Sup p o rt Fo rm Support Panel: o The Your Name field allows you to enter your name. o The field allows you to enter your . o The Subject field allows you to enter the subject of your message. o The Message field allows you to enter your message. Tabs: o Home Tab. When you are not connected to the C lient, this tab opens the Expert Main Form (Pre-Session Status) 28. During a support session, this tab opens the Expert Main Form (Active Session Status) 30. o My Account Tab. This tab opens the My Account Form 33 which allows you to manage your FixMe.IT account. o Unattended Clients Tab. This tab opens the Unattended Clients Form 42 which allows you to manage your Unattended clients. o Support Tab. This tab opens the Support Form 44 which allows you to contact Fix M e.it 's support department. o Sign Out finishes work with the Fix M e.it application. The Expert Log In Form 27 will appear. Buttons and links: o The New Session button connects you to the C lient using their C lient ID. The[****] 50 New Support session dialog 50 will appear. o The Get Context Help button ( ) opens context sensitive help that is related to the current context. o Version number shows the current version of your T e c hinline Fix M e.it application. You may see the change history when you press on this link. 45

46 6 Running the Application In order to establish a session with the C lient, manage session options, generate reports on sessions, view your Expert Account information, edit your Expert Profile, and customize the C lient Page, you must run the T e c hinline Fix M e.it application as the Expert. T o r u n th e Fix M e.it a p p lica tio n a s th e Ex p e r t: 1. Double click the FixMe.IT Icon on your desktop. The Expert Log In Form 27 will appear. T he Ex p e rt Lo g In Fo rm T he Ex p e rt Lo g In Fo rm No te. If you do not have the Expert Application installed, you first need to install the Expert Application In the Username field, enter your Fix M e.it username (the address that was used to register your Fix M e.it account). 46

47 Ente r y o ur us e rna m e 3. In the Password field, enter your Fix M e.it password. Ente r y o ur p a s s w o rd No te. If you do not remember your password, click the Forgot password? link to retrieve the password. If you do not have a registered T e c hinline Fix M e.it account, purchase a license at or click the Get a free 15-day trial account link to register a free trial account. 4. If needed, check the Keep me signed in checkbox to remember your Fix M e.it login details (username and password) on the current computer. 5. C lick the Log in button. 47

48 C lic k Lo g in The application will run and the Expert Main Form (Pre-Session Status) 28 will appear. You will receive the following message: "Welcome to FixMe.IT!" Ex p e rt M a in Fo rm (P re -Se s s io n Sta tus ) Once you have run the Fix M e.it application as the Expert, you may do any of the following: C onnect to the C lient to start a support session 50 48

49 C onnect to the Unattended C lient 99 Generate reports on conducted remote sessions 120 View your Expert Account information 129 Edit your Expert Profile 132 C ustomize the C lient Page

50 7 Start a new Support Session In order to provide technical support or any other form of assistance to the C lient, you must login as the Expert and start a new Support C onnection. T o co n n e ct to th e Clie n t's co m p u te r a s th e Ex p e r t a n d s ta r t a S u p p o r t Co n n e ctio n : 1. Run the FixMe.IT application as the Expert 46. The Expert Main Form (Pre-Session Status) 28 will appear. T he Ex p e rt M a in Fo rm (P re -Se s s io n Sta tus ) 2. C lick on the New Support Session button. The New Support session dialog appears. 50

51 Ente r C lie nt ID, C lie nt Na m e a nd No te s o f a ne w Sup p o rt s e s s io n 3. Enter the C lient ID provided by the C lient. You may also enter a C lient Name and Notes. No te. Clie n t ID is a service-generated 6-digit number which is used to identify the C lient during their connection to the support session. The C lient always receives a new C lient ID which cannot be used for a second time to connect to the Expert's support session. To learn how the C lient can obtain their C lient ID and send you the C lient ID, see topics Running the Application and Sending C lient ID in the C lient's User Guide. A Client ID is valid for one hour. If a support session has not been launched within one hour of generating the C lient ID, the C lient ID will become invalid. The Client Name and Notes field are optional: they may be left empty and can be edited later during the session. The content of these fields will be displayed in the Session Usage Report (report which keeps track of all conducted support sessions and provides information output on them). 4. C lick the Connect button. There are several common reasons when a C lient ID may not be correct. Message Reason Resolution The C lient ID field is empty when you press C onnect button. Enter C orrect C lient ID provided by the C lient You've entered a wrong C lient ID Enter C orrect C lient ID provided by the C lient 51

52 The C lient has closed the application before a session could be started The C lient must provide you with another C lient ID This C lient ID has already been previously used The C lient must provide you with another C lient ID After entering a correct C lient ID, the Expert Main Form (Active Session Status) 30 will appear M a in Ex p e rt Fo rm (A c tiv e s e s s io n) No te. If you are logged into the system but are not connected to the C lient, you will be automatically logged out after 8 hours of inactivity. The C lient will receive a request to allow you to connect to their machine and perform any of the following FixMe.IT operations: View the C lient's desktop and control their mouse and keyboard C hange, copy, delete files and folders. Install and run applications C hange system settings Restart the C lient's computer 52

53 You will receive the following message: "Remote client located. Your client must now click the Accept button to start the support session." 5. Wait until the C lient responds to the request: If the C lient gives you permission by clicking the Accept button, the connection will be established and a ll FixMe.IT operations will be available for the duration of the current session. When you connect to the C lient's computer, the toolbar will be updated and you will receive the following message: "Support session has been established with the client.". You will then be able to perform FixMe.IT Operations

54 T he Ex p e rt M a in Fo rm (A c tiv e Se s s io n Sta tus ) If the C lient rejects your request by clicking the Cancel link, the connection will not be established and you will receive the following message: "Client has declined the connection." No te. To cancel the request for permission, click the button. No te. The C lient must respond to the request (either accept or cancel it) within 5 minutes. After a 5-minute timeout, the connection will be closed. Once you have connected to the C lient as the Expert, you can do any of the following: Remotely view the C lient's desktop 62 Remotely view the C lient's desktop and control the C lient's mouse and keyboard 65 Remotely restart the C lient's computer 87 Allow the C lient to remotely view your desktop 81 Allow the C lient to remotely view your desktop and control your mouse and keyboard 84 Transfer folders, files, and text 106 Interact with the C lient via built-in text chat 112 Record the Video of the Support Session 72 54

55 55

56 8 Close a Support Session T o clo s e a s u p p o r t s e s s io n : In the Expert Main Form (Active Session Status) 30, click the Disconnect ( ) button. T he Ex p e rt M a in Fo rm (A c tiv e Se s s io n Sta tus ) You will be disconnected from the C lient's computer and the Expert Main Form (Pre-Session Status) 28 will appear. 56

57 T he Ex p e rt M a in Fo rm (P re -Se s s io n Sta tus ) No te. If you are logged into the system but are not connected to the C lient, you will be automatically logged out after 8 hours of inactivity after disconnecting from the C lient. You can also end all support sessions by pressing the Sign out link or closing the Expert Application window. 57

58 9 Performing FixMe.IT Operations While offering technical support or any other form of assistance to a C lient, you can perform the following operations: Remotely view the C lient's desktop 61. Remotely view the C lient's desktop and control their mouse and keyboard 64. Remotely restart the C lient's computer and automatically resume the support session 87. Restart the C lient as Windows system service 96. Manage Unattended computers 99. Install C lient Application to a Remote C omputer 115. Allow the C lient to remotely view your desktop 81. Allow the C lient to remotely view your desktop and control your mouse and keyboard 83. Transfer folders, files, and text from the local computer to the remote computer, and vice versa 106. Interact with the C lient via built-in text chat 112 Record Video of the Support Session 72. Editing Support Session notes Switching between Support Sessions T e ch in lin e Fix M e.it allows an Expert to start multiple simultaneous support sessions. If you have more than one Support Connection, you may switch between them. The toolbar and chat will be updated accordingly based on the selected support session. No te. Upon switching between support sessions, any running "drag & drop" and "C opy & Paste" operations will be canceled. Any running "Remote C ontrol/view" operation will be paused. Only "Send file" and "Local C ontrol/view" operations will continue running in the background. S witch fr o m M a in Ex p e r t Fo r m : 1. Open the Home menu item. The Expert Main Form (Active Session Status) 30 will appear. 58

59 T he Ex p e rt M a in Fo rm (A c tiv e Se s s io n Sta tus ) 2. Find the support session that you want to switch to and select it by clicking the left mouse button. 3. The toolbar and chat will be updated accordingly based on the selected support session and you may perform FixMe.IT operations 58. T o s witch to a n o th e r s u p p o r t s e s s io n in fu ll s cr e e n m o d e : While working in full screen mode, you will receive notifications about any approved support sessions, received chat messages, or completed file transfers. T he no tific a tio n m e s s a g e in full s c re e n m o d e C lick the mouse button on the notification message to switch to this support session. The Expert Main Form (Active Session Status) 30 will appear where the selected support session will be highlighted and its toolbar and chat updated accordingly. 59

60 The toolbar and chat will be updated according to the state of the chosen support session and you may perform FixMe.IT operations 58. T o s witch to a n o th e r s u p p o r t s e s s io n in win d o w m o d e : While working in window screen mode, you will receive notifications about any approved support sessions, received chat messages, or completed file transfers. No tifc a tio n in w ind o w m o d e C lick the mouse button on the notification message to switch to this support session. The Expert Main Form (Active Session Status) 30 will appear where the selected support session will be highlighted and its toolbar and chat updated accordingly. 60

61 The toolbar and chat will be updated accordingly based on the selected support session and you may perform FixMe.IT operations Viewing the Remote Desktop R e m o te D e s kto p Vie w is a mode to remotely view the C lient's desktop. This mode may be useful when you only need to view the C lient's computer and control of the C lient's mouse and keyboard is not required. T o v ie w th e Clie n t's r e m o te d e s kto p : 1. C onnect to the C lient's computer and start the support session 50. The Expert Main Form (Active Session Status) 30 will appear. 61

62 T he Ex p e rt M a in Fo rm (A c tiv e Se s s io n Sta tus ) 2. C lick the Connect to the remote desktop button ( 3. C hoose the Remote Desktop View menu item. ). 62

63 4. When the Remote Desktop View session has been established, the C lient's remote desktop will be displayed on your screen in one of the following ways: The Remote Desktop View toolbar will appear on your screen if the C lient's screen resolution is equal to or higher than yours (or if the C lient has multiple desktops 67 ). The C lient's remote desktop will be shown in full screen mode. The Remote Desktop View window will appear on your screen if the C lient's screen resolution is lower than yours. The Expert Main Form (Active Session Status) 30 will also be displayed on your local screen so that you may perform other FixMe.IT operations 58. T o s witch b e twe e n th e fu ll s cr e e n m o d e a n d win d o w m o d e : To switch to the full screen mode, click the Maximize button To switch to the window mode, click the Restore Down button in the Remote Desktop View window. on the Remote Desktop View toolbar. You may use the following tools: Pencil tool 69 63

64 Laser Pointer tool 69 Magnifier tool 71 C TRL+ALT+DEL button 72 Session Video Recording tool 72 Multi-Display tool 74 In some cases, you may need to adjust the settings for viewing the remote desktop 76. T o s to p v ie win g th e Clie n t's r e m o te d e s kto p, d o o n e o f th e fo llo win g : C lick the Disconnect from the remote desktop button ( Session Status) 30. C lick the Close button ) on the Expert Main Form (Active on the Remote Desktop View toolbar, or click the Close button in the Remote Desktop View window. Once you have ended the viewing session, you can perform other FixMe.IT operations 58. If the C lient would like to end the session, they must click the Exit link in the Client Box. For more details, see the Disconnecting from the Support Session topic in the Client User s Guide. 9.3 Controlling the Remote Desktop R e m o te D e s kto p Co n tr o l is a mode to remotely view the C lient's computer and control the C lient's mouse and keyboard. This mode may be useful when you not only need to view the C lient's computer, but also control the C lient's mouse and keyboard. T o co n tr o l th e Clie n t's r e m o te co m p u te r : 1. C onnect to the C lient's computer and start the support session 50. The Expert Main Form (Active Session Status) 30 will appear. 64

65 T he Ex p e rt M a in Fo rm (A c tiv e Se s s io n Sta tus ) 2. C lick the Connect to the remote desktop button ( 3. C hoose the Remote desktop control menu item. ). 65

66 T he R e m o te De s k to p C o ntro l M e nu 4. When the Remote Desktop C ontrol session has been established, you can view the C lient's remote desktop and control the C lient's mouse and keyboard. No te. The FixMe.IT application allows both the Expert and the C lient to simultaneously control the C lient's mouse and keyboard during the Remote Desktop C ontrol session. T ip : To send C TRL+ALT+DELETE combination to the remote computer, use C TRL+ALT+END during the Remote Desktop C ontrol session. The C lient's remote desktop will be displayed on your screen in one of the following ways: The Remote Desktop Control toolbar will appear on your screen if the C lient's screen resolution is equal to or higher than yours (or if the C lient has multiple desktops 67 ). The C lient's remote desktop will be shown in the full screen mode. T he R e m o te De s k to p C o ntro l T o o lb a r The Remote Desktop Control window will appear on your screen if the C lient's screen resolution is lower than yours. The Expert Main Form (Active Session Status) 30 will also be displayed on your local screen so that you can perform other FixMe.IT operations 58. T o s witch b e twe e n th e fu ll s cr e e n m o d e a n d win d o w m o d e : 66

67 To switch to the full screen mode, click the Maximize button To switch to the window mode, click the Restore Down button toolbar. in the Remote Desktop Control window. on the Remote Desktop Control You may use the following tools: Pencil tool 69 Laser Pointer tool 69 Magnifier tool 71 C TRL+ALT+DEL button 72 Session Video Recording tool 72 Multi-Display tool 74 In some cases, you may need to: Adjust the settings for viewing the remote desktop 76 Disable/enable clipboard synchronization 78 T o s to p co n tr o llin g th e Clie n t's r e m o te co m p u te r, d o o n e o f th e fo llo win g : C lick the Disconnect from the remote desktop button ( Session Status) 30. C lick the Close button ) on the Expert Main Form (Active on the Remote Desktop Control toolbar, or click the Close button in the Remote Desktop Control window. Once you have ended the controlling session, you can perform other FixMe.IT operations 58. If the C lient would like to end the session, they must click the Exit link in the Client Box. For more details, see the Disconnecting from the Support Session topic in the Client User s Guide. 9.4 Viewing and Controlling Multiple Remote Desktops By default, the C lient's multiple displays are displayed together on your screen during the View Remote Desktop 61 and C ontrol Remote Desktop 64 modes. For your convenience, you may switch to the 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 Displays button. The Displays menu will open. 67

68 2. C lick the menu item containing the name of the display 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 see it in actual size 77 Be shown in actual size with the ability to scroll the view Using Tools During the View Remote Desktop 61 and C ontrol Remote Desktop 64 modes, you may use the following handy tools: The P e n cil 69 tool allows you to draw objects on the remote desktop The La s e r P o in te r 69 tool allows you to highlight a region on the remote desktop 68

69 The M a g n ifie r 71 tool allows you to zoom into a portion of the remote desktop to view it in actual size The CT R L+ALT +D EL 72 button runs this command on the remote computer The S e s s io n Vid e o R e co r d in g 72 tool allows you to capture video of your remote desktop session The M u lti- D is p la y 74 tool allows to view one or several displays in the C ontrol Remote Desktop Using the Pencil Tool The P e n cil tool allows you to draw on the remote desktop during the View Remote Desktop 61 and C ontrol Remote Desktop 64 modes. This tool may be useful when you need to provide visual guidance to the C lient. 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: 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 during the View Remote Desktop 61 and C ontrol Remote Desktop 64 modes. This tool may be useful when you need to provide visual guidance to the C lient. 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 : 69

70 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. 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 70

71 9.5.3 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 77 during the View Remote Desktop 61 and C ontrol Remote Desktop 64 modes. 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 : 1. C lick the Magnifier button: 2. Drag the mouse pointer across the remote desktop. The region under the mouse pointer will be shown 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 71

72 9.5.4 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 the command on the remote computer. T o s e n d co m m a n d s to 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, Windows C redential Provider window will open: If the system is started without administrative rights, after having pressed C TRL+ALT+DEL combination during the remote desktop session, Windows Task Manager window will open: 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 capture and store video recording of the support session. This tool may be useful when you need to record details of the performed session. The recorded file type is Windows Media Audio/Video file (.WMV). You need to have Windows Media Player 9.x or 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 Session recording button, your video will be automatically recorded to the 'My documents' folder. The following message will appear in the chat board: 72

73 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 79 and select the necessary folder. 3. During the video capturing process, the recording button will be marked red ( ). 4. To stop the recording, press the Session recording button again. The recording will 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. 73

74 R e m o te s e s s io n re c o rd ing finis he d Using the Multi-Display Tool The M u lti- D is p la y tool allows you to select the appearance of multiple remote displays during the View Remote Desktop 61 and C ontrol Remote Desktop 64 modes. This option is available only when the 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: 74

75 3. If you select the All Displays option, all available displays connected to the remote computer will be displayed in the remote desktop: U s ing M ulti-dis p la y to o l 75

76 9.6 Managing Remote Session Options You can manage the following options: Settings for viewing the C lient's remote desktop during the View Remote Desktop 61 and C ontrol Remote Desktop 64 modes: o Specify the quality of the remote desktop image 76 ; o Specify how the remote desktop of a higher resolution should be displayed on your screen 77. C lipboard synchronization 78 during the C ontrol Remote Desktop 64 mode. Specify the recorded video folder 79. C hanges will be applied immediately. The specified settings will be saved and applied by default in the future Specifying Image Quaity You can manage the image quality of the C lient's remote desktop during the View Remote Desktop 61 and C ontrol Remote Desktop 64 modes. 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. 76

77 3. C lick 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 slightly 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. The specified settings will be saved and applied by default in the future Specifying the View Setting for the Screen of a Higher Resolution You can specify how the C lient's remote screen of a higher resolution should be displayed on your monitor during the View Remote Desktop 61 and C ontrol Remote Desktop 64 modes: whether the application 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 71 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 o f 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. 77

78 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. You will be able to zoom into a portion of the remote desktop 71 to view it in actual size. The changes will be applied. The specified settings will be saved and applied by default in the future Disabling/Enabling Clipboard Synchronization By default, clipboard synchronization is enabled during the C ontrol Remote Desktop 64 mode, which allows you to transfer content via a copy&paste method 106. When the clipboard is synchronized, any content that you copy on your machine may potentially be pasted on the remote machine by the C lient. 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. 78

79 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. The specified settings will be saved and applied by default in the future Specifying the Folder for Video Session Recording You can specify the folder where the recorded video session will be stored. T o s p e cify th e r e co r d v id e o fo ld e r : 1. C lick the Settings button. The Settings menu will open. Then choose the Set Record Video Folder menu item. 79

80 2. The Select Record Video Folder window is displayed. Select the folder path and press Select Folder button. No te. If you don't choose the recorded video folder manually, all recorded session videos will automatically be stored in C:\Users\User Name\My documents\folder. The changes will be applied. 80

81 9.7 Sharing Desktop View S h a r e D e s kto p Vie w is a mode which allows the C lient to remotely view your desktop. It may be useful when you would like to demonstrate something to the C lient on your own desktop. T o a llo w th e Clie n t to v ie w y o u r d e s kto p : 1. C onnect to the C lient's computer and start the support session 50. The Expert Main Form (Active Session Status) 30 will appear. T he Ex p e rt M a in Fo rm (A c tiv e Se s s io n Sta tus ) 2. C lick the Connect the remote user to your desktop button ( 3. C hoose the Local desktop view menu item. ). 81

82 C lic k Lo c a l De s k to p V ie w No te. If the Remote Desktop View/C ontrol session is in progress, it will be stopped and the Share Desktop View session will be started. You cannot work on the C lient's desktop and provide local view of your desktop to the C lient simultaneously. 4. When the Share Desktop View session has been established, the C lient will see your desktop in one of the following ways: The Remote Desktop View toolbar will appear on the C lient's screen if the C lient's screen resolution is equal to or lower than yours. Your desktop will be shown in full screen mode. T he R e m o te De s k to p V ie w T o o lb a r The Remote Desktop View window will appear on the C lient's screen if the C lient's screen resolution is higher than yours. The C lient can switch between the full screen mode and window modes: To switch to the full screen mode, the C lient must click the Maximize button View window. To switch to the window mode, the C lient must click the Restore Down button in the Remote Desktop on the Remote Desktop 82

83 View toolbar. In some cases, the C lient may need to adjust the settings for viewing your desktop. For more details, see the following topics in the Client User s Guide: Managing Remote Session Options, Viewing and C ontrolling Multiple Remote Desktops, and Using Tools. T o s to p s h a r in g v ie w o f y o u r d e s kto p with th e Clie n t, d o o n e o f th e fo llo win g : C lick the Disconnect the remote user from your desktop button ( (Active Session Status) 30. The C lient must click the Close button ) on the Expert Main Form on the Remote Desktop View toolbar, or click the Close button in the Remote Desktop View window. Once you have ended the viewing session, you can perform other FixMe.IT operations Sharing Desktop Control S h a r e D e s kto p Co n tr o l is a mode which allows the C lient to remotely view your desktop and control your mouse and keyboard. It may be useful when you need to demonstrate something to the C lient on your own desktop and share control of the mouse and keyboard. T o a llo w th e Clie n t to co n tr o l y o u r co m p u te r : 1. C onnect to the C lient's computer and start the support session 50. The Expert Main Form (Active Session Status) 30 will appear. 83

84 T he Ex p e rt M a in Fo rm (A c tiv e Se s s io n Sta tus ) 2. C lick the Connect the remote user to your desktop button ( 3. C hoose the Local desktop control menu item. ). 84

85 C lic k Lo c a l De s k to p C o ntro l No te. If the Remote Desktop View/C ontrol session is in progress, it will be stopped and the Share Desktop C ontrol session will be started. You cannot work on the C lient's desktop and provide local control of your desktop to the C lient simultaneously. 4. When the Share Desktop C ontrol session has been established, the C lient can view your desktop and control your mouse and keyboard. No te. The FixMe.IT application allows both the Expert and the C lient to simultaneously control the Expert's mouse and keyboard during the Share Desktop C ontrol session. The C lient will see your desktop in one of the following ways: The Remote Desktop Control toolbar will appear on the C lient's screen if the C lient's screen resolution is equal to or lower than yours. Your desktop will be shown in full screen mode. T he R e m o te De s k to p C o ntro l T o o lb a r The Remote Desktop Control window will appear on the C lient's screen if the C lient's screen resolution is higher than yours. The C lient can switch between the full screen mode and window modes: To switch to the full screen mode, the C lient must click the Maximize button Control window. in the Remote Desktop 85

86 To switch to the window mode, the C lient must click the Restore Down button Control toolar. on the Remote Desktop In some cases, the C lient may need to adjust the settings for viewing and controlling your desktop. For more details, see the following topics in the Client User s Guide: Managing Remote Session Options, Viewing and C ontrolling Multiple Remote Desktops, and Using Tools. T o s to p s h a r in g co n tr o l o f y o u r co m p u te r with th e Clie n t, d o o n e o f th e fo llo win g : C lick the Disconnect the remote user from your desktop button ( (Active Session Status) 30. The C lient must click the Close button ) on the Expert Main Form on the Remote Desktop Control toolbar, or click the Close button in the Remote Desktop Control window. Once you have ended the controlling session, you can perform other Techinline operations 58. If an Expert is not launched as a service: If UAC is enabled (option available for OS Vista and above) and the Expert decides to share their local screen with the C lient, the following message will be displayed: If the Expert selects Yes, the C lient will be able to see all UAC dialogs in the remote session window as well as perform any operations associated with them. If the Expert selects No, the following message will be displayed in the C lient's remote session window instead of UAC dialogs: 86

87 9.9 Rebooting the Remote Computer The R e m o te R e b o o t function allows you to remotely restart the C lient's computer and automatically resume the support session after the system restarts. You may perform a R e m o te R e b o o t operation in several ways: Regular Reboot and Reconnect 87 This operation allows you to reboot the remote computer in normal mode and automatically reconnect to the support session. Safe Reboot and Reconnect 91 This operation allows you to reboot the remote computer into Safe Mode and automatically reconnect to the support session. This option is available when the client application has been started with Administrative rights. If the client does not have Administrative rights you first need to Restart the C lient as Windows system service. 96 Request Windows Password 94 This option allows you to request the C lient's Windows credentials in order to configure auto-logon on the remote machine. All reboot operations during the remote session may then be performed without the C lient's intervention. This option is available when the client application has been started with Administrative rights. If the client does not have Administrative rights, you first need to Restart the C lient as Windows system service. 96 Once the support session is restored, you can perform other FixMe.IT operations Regular Reboot and Reconnect Regular Reboot and Reconnect operation allows you to reboot the remote computer in normal mode and automatically reconnect to the support session. T o r e m o te ly r e b o o t th e Clie n t's r e m o te co m p u te r : 1. C onnect to the C lient's computer and start the support session 50. The Expert Main Form (Active Session Status) 30 will appear. 87

88 T he Ex p e rt M a in Fo rm (A c tiv e Se s s io n Sta tus ) ). 2. C lick the Reboot button ( 3. C hoose the Regular Reboot and Reconnect menu item. 88

89 C lic k R e g ula r R e b o o t a nd R e c o nne c t 4. C lick OK on the confirmation message in the C hat panel. C lic k O K No te : If you click the C ancel button, the operation will be canceled and the message will disappear De p e nd ing o n the C lie nt's rig hts a nd a uto lo g o n s e tting s o n the ir 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 : When the C lient's application has been started with Administrator rights: While the client is being restarted, all buttons except for Reboot will be grayed out. The corresponding notification will be displayed in the chat board: 89

90 When the user is on the Windows logon screen, the Remote Desktop button will be active and the following message will be displayed in the chat board: 90

91 When the system restarts, the C lient will be logged on and you will receive the following message: No te : If auto-logon was configured, the C lient will be signed in automatically after the computer has restarted. No te : If auto-logon was not configured, the C lient will have to manually log on to restore the remote session. When the C lient's application has been started without Administrator rights: While the client is being restarted, you will receive the following message in your chat board: While the client is being restarted, all buttons except for Reboot will be grayed out. When the system restarts, the C lient will be logged on as the same User and the remote session will be restored: When the C lient does not have permission to reboot the computer You will be notified that the remote user does not have sufficient rights to perform the reboot: Safe Reboot and Reconnect Safe Reboot and Reconnect operation allows you to reboot the remote computer in Safe mode and reconnect to the support session. This option is available when the remote client has administrative rights. T o r e m o te ly r e b o o t th e Clie n t's r e m o te co m p u te r in S a fe m o d e : 1.C onnect to the C lient's computer and start the support session 50. The Expert Main Form (Active Session Status) 30 will appear. 91

92 T he Ex p e rt M a in Fo rm (A c tiv e Se s s io n Sta tus ) 2. If the C lient does not have Administrative rights you first need to Restart the C lient as a Windows service C lick the Reboot and reconnect the remote computer button ( ). 4. C hoose Safe Reboot and Reconnect menu item 92

93 C lic k Sa fe R e b o o t a nd R e c o nne c t 4. C lick OK on the confirmation message in the chat board: No te : If you click Cancel button the operation will be canceled and the message will disappear. When the reboot has been started you will receive the following message: While the client is being restarted, all buttons except for Reboot will be grayed out. If the C lient's application is started with administrative rights, when the C lient is on the Windows logon screen the following message will be displayed in the Expert C hat Board and the Remote View/Control operation will be active: When the system restarts, the remote session will be restored: 93

94 9.9.3 Request Windows Password Request Window Password operation allows you to ask the remote user's Windows credentials in order to configure auto-logon on the remote machine, which will allow you perform the reboot operation without the remote user's interaction. This operation is available only when the C lient has Administrative rights. If the C lient doesn t have Administrative rights, another method for launching this operation is to W in d o ws s y s te m s e r v ice 96. R e s ta r t th e Clie n t a s T o r e m o te ly r e q u e s t W in d o ws p a s s wo r d : 1.C onnect to the C lient's computer and start the support session 50. The Expert Main Form (Active Session Status) 30 will appear. T he Ex p e rt M a in Fo rm (A c tiv e Se s s io n Sta tus ) 2. When the C lient does not have Administrative rights you first need to click on the restart the C lient as a Windows system service 96 link found on the following message: When the User Access C ontrol is enabled on the remote machine: 94

95 When the User Access C ontrol is disabled on the remote machine: 3.C lick the Reboot and reconnect the remote computer button ( ). 4. C hoose Request Windows Password menu item C lic k R e q ue s t W ind o w s P a s s w o rd When the C lient does not have a password or you previously sent the same request during this session: The C lient's Windows password will be stored automatically and you will receive: 95

96 When the C lient has a password or you did not send the same request during this session: The C lient will be asked to enter the password to allow automatic logon and you will receive: Wait for the C lient to enter the password for their account: After the C lient enters the correct password and selects Allow, you will receive: 9.10 Restart the Client as Windows system service Restart the Client as Windows system service option allows you to perform all Administrative tasks when the C lient application has been started without administrative rights. 96

97 T o r e s ta r t th e Clie n t a s W in d o ws s y s te m s e r v ice : 1.C onnect to the C lient's computer and start the support session 50. The Expert Main Form (Active Session Status) 30 will appear. T he Ex p e rt M a in Fo rm (A c tiv e Se s s io n Sta tus ) No te : You may receive this message if the C lient without administrative rights is running on an OS prior to Windows Vista or User Access C ontrol is switched off. 2. C lick on the link Restart the C lient as a Windows service 96. De p e nd ing o n the C lie nt's rig hts a nd c o m p ute r c o nfig ura tio n, R e s ta r t a s a win d o ws s e r v ice w ill b e e x e c ute d in o ne o f the fo llo w ing w a y s : When the User Access C ontrol is enabled on the remote machine and the C lient has Administrative rights: The following message will be displayed in your chat board: If the C lient allows this operation and clicks the Yes button, you will receive: 97

98 If the C lient denies this operation and clicks the C ancel button, you will receive: When the C lient does not have Administrative rights: The system prompts you for C redentials to restart the C lient as a Windows service. The credentials can be provided in one of the following ways: You provide the credentials to restart the C lient as a Windows system service. Enter the Administrative credentials for the remote computer on the dialog and click OK. When the User Access C ontrol is enabled on the remote machine, the C lient will be asked for permission of this operation: o If c lie nt a llo w s this o p e ra tio n a nd c lic k s the Ye s b utto n, the fo llo w ing m e s s a g e w ill b e d is p la y e d in the c ha t b o a rd : o If the c lie nt d e nie s this o p e ra tio n a nd c lic k s the Ca n ce l b utto n, the fo llo w ing m e s s a g e w ill b e d is p la y e d in the c ha t b o a rd : No te : If the User Access C ontrol is disabled on the remote system, the C lient application will be restarted with provided credentials without the C lient's confirmation. You can request the C lient to provide the credentials T o r e q u e s t th e Clie n t fo r th e cr e d e n tia ls o n th e ir co m p u te r : C hoose the link Request the remote user for Administrator credentials. 98

99 After selecting this option, the C lient will be asked to enter their information to allow this operation: Wait until the C lient enters their information and password and clicks the OK button. You will receive the following message: o If the c lie nt a llo w s this o p e ra tio n a nd c lic k s the Ye s b utto n, the fo llo w ing m e s s a g e w ill b e d is p la y e d in the c ha t b o a rd : o If the c lie nt d e nie s this o p e ra tio n a nd c lic k s the Ca n ce l b utto n, the fo llo w ing m e s s a g e w ill b e d is p la y e d in the c ha t b o a rd : No te : If the User Access C ontrol is disabled on the remote system, the C lient application will be restarted after the C lient enters the credentials without encountering any UAC dialogs Unattended Support Connection The U n a tte n d e d S u p p o r t Co n n e ctio n allows you to connect to a remote computer without any end-user intervention or presence. After connecting to the remote computer, you are able to perform the same operations that are available during a standard remote session. No te : Unattended Support feature is not available for Per-Session licence users. This section explains the main aspects of using the Unattended Support feature: 99

100 Setup Unattended Access 100 This section explains the process of configuring unattended access to a remote computer. This option is available when the client application has been started with Administrative rights. If the client does not have Administrative rights, you first need to Restart the C lient as Windows system service. 96 Establishing Unattended C onnection 103 This section explains the process of connecting to an unattended computer which has been configured for unattended access. Remove Unattended Access to the Remote C omputer 105 This section explains the process of removing unattended access to the C lient s computer Setup Unattended Access Setup Unattended Access operation allows you to configure an unattended client on the remote computer. This will allow you to connect to this computer without a C lient ID or in the absence of the remote user. This operation is available when the client application has been started with Administrative rights. If the client does not have Administrative rights, you first need to Restart the C lient as Windows system service. 96 T o S e tu p U n a tte n d e d Acce s s to th e Clie n t's r e m o te co m p u te r : 1. C onnect to the C lient's computer and start the support session 50. The Expert Main Form (Active Session Status) 30 will appear. 100

101 T he Ex p e rt M a in Fo rm (A c tiv e Se s s io n Sta tus ) 1. If the C lient does not have Administrative rights, you first need to Restart the C lient as a Windows service C lick the Setup Unattended Access button ( ), the Setup Unattended Access form will appear. 101

102 Ente r C o m p ute r na m e a nd c lic k Se tup b utto n Computer Name is the name which will be displayed for this computer in your Unattended C omputers List. This name will also be automatically used for the Client Name field upon establishing an unattended connection and will appear in your Session Usage Report 41. Computer Group is the name which will be used to group computers in the Unattended C lient list. You may select an existing C omputer Group name or enter a new one. You may manually edit the Client Name field after the connection has been established. To edit the Client Name, simply click on the field and enter your text. You may also request the Client for their Windows login credentials 96. These credentials are securely saved on the C lient s computer and will be available to you during an unattended connection. 3. C lick Setup. A Setup Unattended Access prompt will appear on the remote computer. C lie nt s O p e ra ting s y s te m is M ic ro s o ft X P /2003 C lie nt s O p e ra ting s y s te m is W ind o w s V is ta a nd La te r No te : If you were running a Remote C ontrol operation, it will be automatically closed. As a result, you are unable to setup unattended access without the client s awareness and approval. Fo llo w ing the C lie nt s a p p ro v a l, this c o m p ute r w ill a p p e a r in the U na tte nd e d C lie nts lis t o f y o ur a c c o unt. Y o u m a y no w d is c o nne c t fro m the C lie nt a nd Es ta b lis h a n U na tte nd e d C o nne c tio n a t a ny tim e. 102

103 No te : You may edit the C omputer Name at any time. To edit the name, click the name in your list and enter your text Establishing an Unattended Connection T o e s ta b lis h a n U n a tte n d e d Co n n e ctio n to a r e m o te co m p u te r : 1.Open the Unattended Clients tab on the Main Expert form 30. The Unattended C lients form will appear. T he U na tte nd e d C lie nts Fo rm 2. C hoose the computer you wish to access and click the Connect button. Depending on whether the remote user is currently working on their computer or not, the following will occur: If a user is currently working on the remote computer They will be displayed a notification message that an Expert is attempting to connect to their computer along with a prompt to accept the connection: 103

104 U na tte nd e d C o nne c tio n R e q ue s t d ia lo g De p e nd ing o n the C lie nt s s e le c tio n, the fo llo w ing w ill o c c ur: C lient has declined the connection You will receive the message: T he C lie nt ha s re je c te d the una tte nd e d c o nne c tio n. C lient has accepted the connection Following this confirmation, the Expert will be connected to the desktop of the current Windows user and may perform other FixMe.IT operations 58. C lient does not make a selection within 30 seconds Following an automated confirmation, the Expert will be connected to the remote computer, but the Windows desktop will be locked and you will be required to login using the remote Windows credentials. The remote computer is currently not in use. You will be connected to the remote computer and may perform other FixMe.IT operations 58. When the Remote Desktop Control session has been established, you may log into Windows using one of the following methods: If you know the Windows credentials, you may manually enter the username and password to log into Windows. If the remote user has provided their login credentials for an unattended connection, you may click the Login With Provided Credentials button to login into Windows. C lic k Lo g in w ith P ro v id e d C re d e ntia ls b utto n No te : The Login With Provided C redentials button is available only in Vista or later Operating Systems. 3. If the credentials that the remote user had provided are invalid at this time, you will receive the following message: In this case, you must request the C lient to update their C redentials or login into Windows manually. 4. After having logged in, you may perform other FixMe.IT operations 58 that are available during a standard remote session 5. To stop working with the remote computer, click the Disconnect button on the Expert Main Form (Active Session Status) 30. After the Unattended Connection has been ended, the remote Windows desktop will be automatically locked in order to protect against any unauthorized access. 104

105 Remove Unattended Access to a Remote Computer Remove Unattended Access to a Remote computer allows you to uninstall the FixMe.IT Unattended C lient from the remote computer. Both the Expert and C lient are able to delete Unattended Access to a remote computer. T o R e m o v e U n a tte n d e d Acce s s a s th e Ex p e r t : 1.Open the Unattended Clients tab on the Main Expert form 30. The Unattended C lients form will appear. 2.C lick on the Delete button next to the computer name. C lic k De le te B utto n 3.C onfirm deletion in the ensuing prompt. The FixMe.IT Unattended Client software will be uninstalled automatically from the client s computer. T o R e m o v e U n a tte n d e d Acce s s a s th e Clie n t : 1. C lick on the FixMe.IT Icon ( ) located in the Windows system tray C lic k o n the T e c hinline Ic o n 2. C lick on the Revoke Unattended Access button C lic k R e v o k e U na tte nd e d A c c e s s B utto n 105

106 3. C onfirm deletion in the ensuing prompt. Unattended Access will be removed and the FixMe.IT Unattended Client will be automatically uninstalled from the client s computer Transferring Folders, Files, Text You can easily transfer content (files, folders, images, or plain text) between your computer and the C lient'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 106 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 106 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 108 You can send a single file to the remote computer, or receive a single file from a remote computer Drag&Drop Transferring objects using the drag & drop method can be performed only in Fix M e.it C ontrol modes (Remote Desktop C ontrol 64 or Share Desktop C ontrol 83 ) and NOT in View modes (Remote Desktop View 61 or Share Desktop View 81 ): The Remote Desktop C ontrol 64 mode allows the Expert to transfer objects to and from the C lient's machine. The Share Desktop C ontrol 83 mode allows the C lient to transfer objects to and from the Expert's machine. 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. T he P ro g re s s B a r Copy&Paste Transferring objects using the copy & paste method can be performed only in Fix M e.it C ontrol modes (Remote Desktop C ontrol 64 or Share Desktop C ontrol 83 ) and NOT in View modes (Remote Desktop View 61 or Share Desktop View

107 ): The Remote Desktop C ontrol 64 mode allows the Expert to transfer objects to and from the C lient's machine. The Share Desktop C ontrol 83 mode allows the C lient to transfer objects to and from the Expert's machine. No te. Make sure that clipboard synchronization 78 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 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 way 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 object(s). 4. Paste the object(s): Right-click your mouse and choose the Paste option from the context menu. Another way to paste the object(s): Press C TRL+V. 107

108 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 is caused by a Microsoft limitation which exists on Windows Vista and Windows Sending Files You may transfer a single file from your computer to the C lient's computer without launching the Remote Desktop C ontrol 64 mode. The C lient may also transfer a single file from their computer to yours without launching the Share Desktop C ontrol 83 mode. T o s e n d a file to th e Clie n t's co m p u te r : 1. C onnect to the C lient's computer and start the support session 50. The Expert Main Form (Active Session Status) 30 will appear. 108

109 T he Ex p e rt M a in Fo rm (A c tiv e Se s s io n Sta tus ) 2. C lick the Send file to the remote computer button ( ). No te. File transfer can be done in only one direction at a time (from the Expert to the C lient or from the C lient to the Expert). If the C lient has already initiated the file sending operation, you will be unable to send a file to the C lient until the operation has been completed. 3. In the Open file for sending dialog, select a file and click the Open button. 109

110 C ho o s e a file a nd c lic k O p e n 4. The C lient will be asked to specify a folder for saving the file on their computer. No te. If the C lient has canceled the file transfer, you will receive the following message in your chat board: 5. When the transfer starts, the progress bar will appear. It displays the estimated time remaining until the completion of the transfer. The Send file to the remote computer button will be dynamic. 110

111 No te. To cancel the file transfer, click Cancel. The following message will be displayed in your chat board: 6. If the connection to the source folder was lost during a file transfer, the following message will be displayed in your chat board: T o r e ce iv e a file fr o m th e Clie n t's co m p u te r : 1. C onnect to the C lient's computer and start the support session When the C lient initiates the file sending, the Save receiving file dialog will appear. 3. Select a folder for saving the file on your computer. 4. C hange the file name and select a file type if needed. 5. C lick the Save button. The progress bar will appear. It displays the estimated time remaining until the completion of the transfer. 6. When the transfer is complete, the corresponding notification will appear in your chat board, along with a link to open the file: No te. To cancel the transfer of the file, click Cancel. 7. If the connection to the chosen folder was lost during a file transfer, the following message will be displayed in your chat board: 111

112 9.13 Interacting with the Client via Chat You can interact with the C lient during the session via Fix M e.it 's text chat (C hat Panel 33 ). T o u s e te x t ch a t: 1. C onnect to the C lient's computer and start the support session 50. The Expert Main Form (Active Session Status) 30 will appear. 2. C hat through the C hat Panel 33 : T he Ex p e rt M a in Fo rm (A c tiv e Se s s io n Sta tus ) 112

113 T he C ha t P a ne l Write your message to the C lient 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 C lient's messages are displayed in the Chat Board. The typing status message appears when the C lient is typing a message to you. No te. The C hat Board will display the message history of all C lients that were connected since you logged in as the Expert. The message history will be displayed until you finish working with the FixMe.IT application 154. However, each C lient will see the text message history only related to their support session Editing Support Session Notes You may create detailed notes about each support session. The notes are then stored in your Session Usage Report 120. T o s p e cify th e s u p p o r t s e s s io n n o te s d u r in g th e s u p p o r t s e s s io n : 1. C onnect to the C lient's computer and start the support session 50. The Expert Main Form (Active Session Status) 30 will appear. 113

114 The Expert Main Form (Active Session Status) 2. C lick the Session Notes button ( ). The Support C onnection Details Dialog will appear. 114

115 T he Sup p o rt C o nne c tio n De ta ils Dia lo g 3. Enter the Client Name of the C lient and Notes, then press the Save button. No te. When the Support C onnection is removed from C onnection List, you will no longer be able to modify support session details of the completed Support C onnection details Install Support Client to a Remote Computer Install Client Application operation allows you to install the Support C lient Application to a remote computer. This will simplify starting and conducting future support sessions with that computer. This operation is available when the client application has been started with Administrative rights. If the client does not have Administrative rights, you first need to Restart the C lient as Windows system service. 96 T o in s ta ll th e Clie n t Ap p lica tio n to a r e m o te co m p u te r : 1. C onnect to the C lient's computer and start the support session 50. The Expert Main Form (Active Session Status) 30 will appear. 115

116 The Expert Main Form (Active Session Status) 2. C lick the Install Option menu item and then choose Install Client Application option. 116

117 T he m e nu ite m Ins ta ll C lie nt A p p lic a tio n 3. C lick on the Ok link on your Chat panel to confirm the installation operation. 4. C heck the status and result of the C lient Application installation in your Chat panel. Message Description The C lient Application has been successfully installed on the remote computer. The installation was completed successfully The C lient Application could not be installed on the remote computer. The installation has been prevented by a remote computer configuration. The C lient Application is already installed on the remote computer. The installation is not required because the C lient Application is already installed on the remote computer. 117

118 10 Change of User during the Session The C lient may switch users in one of the following ways: Switch/Lock; Sleep. If th e u s e r wa s ch a n g e d u s in g a S witch / Lo ck o p tio n : When the C lient switches users, the following message will appear in the Expert's chat board: When the session is restored, the following message will appear in the Expert's chat board: 1. If y o u w e re tra ns fe rring file s a t the tim e w he n the C lie nt s w itc he d us e rs : If the user has Administrative rights, file transfer will be canceled; If the user does not have Administrative rights, file transfer will not be canceled. 2. If the Remote View/Control s e s s io n w a s a c tiv e a t the tim e w he n the C lie nt s w itc he d us e rs : If the C lient has administrative rights, the Expert will see the Windows logon screen in the Remote View/Control window. If the C lient has administrative rights, the Remote Desktop button in the Expert's Remote desktop toolbar will remain active and all other operations will be inaccessible while the C lient is on the Windows logon screen. If the C lient does not have administrative rights, the following message will be displayed in the Expert's Remote View/Control window: If the C lient does not have administrative rights, all operations will be inaccessible except Disconnect. Restart as a Service link will not be displayed while the C lient is on the Windows logon screen. If th e u s e r wa s ch a n g e d u s in g th e S le e p o p tio n : When the C lient is not active, all operations will not be allowed. The following message will be displayed in the Expert's chat board: When the C lient's machine comes out of sleep mode, the following message will be displayed in the Expert's chat board: 118

119 If the C lient has administrative rights, the Remote Desktop button in the Expert's Remote desktop toolbar will be active and all other operations will be inaccessible while the C lient is on the Windows logon screen. If the C lient does not have administrative rights, the Remote Desktop button in the Expert's Remote desktop toolbar will be inactive and all other operations will be inaccessible while the C lient is on the Windows logon screen. If the Remote View/Control s e s s io n w a s a c tiv e : When the client switches to Sleep mode, the Expert will see the following message in the Remote Control/View window: When the C lient comes out of sleep mode: If the C lient has administrative rights, the Expert will see the Windows logon screen in the Remote View/Control window. If the C lient does not have administrative rights, the following message will be displayed in the Expert's Remote View/Control window: 119

120 11 Getting Session Reports You are able to maintain a history of your remote sessions and obtain information output about all sessions conducted during a selected time period. T o o b ta in a r e p o r t o f co n d u cte d s e s s io n s : 1. Run the FixMe.IT application as the Expert 46. The Expert Main Form (Pre-Session Status) 28 will appear. 2. T he Ex p e rt M a in Fo rm (P re -Se s s io n Sta tus ) C lick the My Account tab. The My Account Form 33 will open. 120

121 T he M y A c c o unt Fo rm No te. The My Account tab may also be accessed during a support session when you are connected to the C lient. 3. C lick the Session Usage Report link. 121

122 C lic k Se s s io n U s a g e R e p o rt The Session Usage Report Section 41 will open. 122

123 T he Se s s io n U s a g e R e p o rt Se c tio n 4. Specify the time range for generating the report: To specify the start date, click the button near the From Date field and choose a date from the calendar. 123

124 To specify the end date, click the button near the To Date field and choose a date from the calendar. 124

125 5. C hoose a preferred Report Format: HTML, PDF, Word, Excel. 6. C lick the Run Report button. 125

126 C lic k R un R e p o rt The Session Usage Report will be generated: 126

127 T he Se s s io n U s a g e R e p o rt Fo r T e c hinline Ex p e rt The Usage Summary section displays the total Number Of Connections and Total Time. The Usage Details section displays the following details about each session conducted during the selected time period: o Date. o Client ID. o Session Start. o Session End. o Duration. o Expert IP. o Client IP. o Notes about the session (optional). The notes are displayed for a session only if you had entered any comments during that session in the Notes field of the Expert Main Form (Pre-Session Status) 28 or the Expert Main Form (Active Session Status) 30. No te. You are able to sort the Usage Details by clicking on a specific column: 127

128 No te. A session refers to an actual connection between the Expert and the C lient, using their C lient ID number. Simply logging into your FixMe.IT account does not classify as a session, and therefore such operations are not displayed in the Sessions Usage Report. 128

129 12 Obtaining Information about the Expert Account You can obtain the following information about your Expert Account: Your license type Account status (active or expired) Renewal Date/Expiration Date/Sessions Left (your login) T o g e t in fo r m a tio n a b o u t y o u r Ex p e r t Acco u n t: 1. Run the FixMe.IT application as the Expert 46. The Expert Main Form (Pre-Session Status) 28 will appear. 2. C lick the My Account tab. The My Account Form 33 will open. T he Ex p e rt M a in Fo rm (P re -Se s s io n Sta tus ) 129

130 T he M y A c c o unt Fo rm No te. The My Account tab may also be accessed during a support session when you are connected to the C lient. 3. In the Account Information Section, see the following details about your Fix M e.it Expert Account: 130

131 T he A c c o unt Info rm a tio n Se c tio n License: o Your license type: Subscription License Pay Per-Session License Free Trial License o The status of your account: Active status in green color ( ) means that either your Renewal Date (for a paid Subscription License account) or Expiration Date (for a Free Trial License account) has not arrived, or you have available sessions remaining in your account (for a paid Pay Per-Session License account). Expired status in red color ( ) means that either your Renewal Date (for a paid Subscription License account) or Expiration Date (for a Free Trial License account) has arrived, or you have no Sessions Left (for a paid Pay Per-Session License account). No te. If your paid account has an expired status, contact our Sales Department 163. Renewal Date/Expiration Date/Sessions Left. The date until which your account will remain active: o Renewal Date for a paid Subscription License account. o Sessions Left for a paid Pay Per-Session License account. o Expiration Date for a Free Trial License account. . Your login (the address that was used to register your Fix M e.it account). No te. If you need to change the address associated with your FixMe.IT account, please contact our Support Department

132 13 Editing the Expert Profile You can edit your Expert profile: C hange your contact information 132 C hange your password Changing Expert Contact Information You can change your contact information in your FixMe.IT Expert account. T o ch a n g e y o u r co n ta ct in fo r m a tio n : 1. Run the FixMe.IT application as the Expert 46. The Expert Main Form (Pre-Session Status) 28 will appear. T he Ex p e rt M a in Fo rm (P re -Se s s io n Sta tus ) 2. C lick the My Account tab. The My Account Form 33 will open. 132

133 T he M y A c c o unt Fo rm No te. The My Account tab may also be accessed during a support session when you are connected to the C lient. 3. C lick the Contact Information link to open the Contact Information Section

134 C lic k C o nta c t Info rm a tio n 4. C hange any of the following information: 134

135 T he C o nta c t Info rm a tio n W ind o w In the First Name field, edit your first name. In the Last Name field, edit your last name. No te. Your First Name, Last Name, and address are used as the primary information to confirm account ownership. The First Name and Last Name fields must be filled in. No te. Your login is the address used to create your FixMe.IT account. If you need to change the address associated with your FixMe.IT account, please contact our Support Department 163. In the Company field, edit your company name. In the Address 1, Address 2, City, Zip (Postal Code), State, and Country fields, edit your mailing address. In the Work Phone field, edit your work phone number. To subscribe to Fix M e.it news, check the Send FixMe.IT news to me checkbox. 5. To save changes and update your profile, click the Update Profile button. 135

136 C lic k U p d a te P ro file The changes will be applied and you will receive the following message: "Your contact information has been updated" Changing the Password You can change your password for your FixMe.IT Expert account. T o ch a n g e y o u r p a s s wo r d : 1. Run the FixMe.IT application as the Expert 46. The Expert Main Form (Pre-Session Status) 28 will appear. 136

137 T he Ex p e rt M a in Fo rm (P re -Se s s io n Sta tus ) 2. C lick the My Account tab. The My Account Form 33 will open. T he M y A c c o unt Fo rm 137

138 No te. The My Account tab may also be accessed during a support session when you are connected to the C lient. 3. C lick the Change Password link to open the Change Password Section 37. C lic k C ha ng e P a s s w o rd 4. Set up a new password: T he C ha ng e P a s s w o rd W ind o w In the Current Password field, enter your current password. In the New Password field, enter your new password. In the Confirm New Password field, re-enter your new password. 5. To save the new password and update your profile, click the Change Password button. 138

139 C lic k C ha ng e P a s s w o rd The changes will be applied and you will receive the following message: "Your password has been updated". 139

140 14 Customizing the Client Page You can edit the appearance and/or content of the C lient Page which is visible to the C lient prior to and during a session: C ustomize the page template for the C lient Page 140 (background and content of the page around the C lient Box). C ustomize the appearance of the C lient Box 145. Obtain the link for connecting to the customized C lient Page 148. You can set up this link directly on your own website, thereby directing your customers to your webpage in order to access the Fix M e.it application Changing the Page Template for the Client Page The C lient Box (an area on the web page which the C lient sees prior to and during a support session) by default appears against a white background. However, you can change the background and content of the C lient Page around the C lient Box by customizing the C lient Page template. It is an easy way to "brand" the C lient Page according to your website design. T o ch a n g e th e te m p la te fo r th e Clie n t P a g e : 1. Run the FixMe.IT application as the Expert 46. The Expert Main Form (Pre-Session Status) 28 will appear. 2. C lick the My Account tab. The My Account Form 33 will open. T he Ex p e rt M a in Fo rm (P re -Se s s io n Sta tus ) 140

141 T he M y A c c o unt Fo rm No te. The My Account tab may also be accessed during a support session when you are connected to the C lient. 3. C lick the Page Template link to open the Page Template Section 37. C lic k P a g e T e m p la te 4. In the HTML code field, enter the HTML code for the customized C lient Page: 141

142 T he P a g e T e m p la te W ind o w Im p o rta nt. The code must contain the following tag: <#CLIENT_BOX#>. This tag serves to insert the C lient Box on the C lient Page. The C lient Box can also be customized 145. No te. To see an example of code, click the Show Example link. To hide the example, click the Hide Example link. 142

143 Sho w /Hid e the HT M L c o d e e x a m p le 5. To save your changes and update your template for the C lient Page, click the Update Template button. 143

144 C lic k U p d a te T e m p la te The template for the C lient Page will be updated and you will receive the following message: "The page template has been updated". Use the displayed link to direct your clients to the customized C lient Page. You can provide this link to your clients directly through your own website. U s e this link to d ire c t y o ur c lie nts to the c us to m ize d C lie nt P a g e 144

145 14.2 Changing the Appearance of the Client Box The C lient Box (an area on the web page which the C lient sees prior to and during a support session) initially appears in its default style. However, you can customize the appearance of the C lient Box. T o ch a n g e th e a p p e a r a n ce o f th e Clie n t Bo x : 1. Run the FixMe.IT application as the Expert 46. The Expert Main Form (Pre-Session Status) 28 will appear. 2. C lick the My Account tab. The My Account Form 33 will open. T he Ex p e rt M a in Fo rm (P re -Se s s io n Sta tus ) 145

146 T he M y A c c o unt Fo rm No te. The My Account tab may also be accessed during a support session when you are connected to the C lient. 3. C lick the Client Box Setup link to open the Client Box Setup Section 39. C lic k C lie nt B o x Se tup 4. C ustomize any of the following settings: No te. Hints display the elements of the C lient Box that can be customized. 146

147 147

148 In the Logo field, upload a logo image. To browse your computer for a file with your logo image, click the Browse... button. To delete an uploaded logo image file, click the Delete button. In the Caption field, enter the heading for the C lient Box (HTML is allowed). In the Status Bar Prompt field, enter text instructions for the C lient on how to send their C lient ID number to the Expert (HTML is allowed). In the Caption Style, Menu Style, Main Area Style, Client ID Box Style, and Prompt Style fields, enter the settings for the C SS styles for C aption, Menu, Main Area, C lient ID Box, and Prompt correspondingly. You can use any C SS styles here. 5. To save your changes and update the appearance of the C lient Box, click the Update Template button. C lic k U p d a te te m p la te The template for the C lient Box will be updated and you will receive the following message: "The client box settings have been updated". Use the displayed link to direct your clients to the customized C lient Page. You can provide this link to your clients directly through your own website. U s e this link to d ire c t y o ur c lie nts to the c us to m ize d C lie nt P a g e 14.3 Getting the Link to the Customized Client Page By default, the C lient is connected to the service upon entering the fixme.it link in their browser. However, you can customize the C lient Page 140 and customize the C lient Box 145, and then set up a custom link on your website that will direct your clients to the customized Fix M e.it application page. T o g e t th e lin k to d ir e ct y o u r clie n ts to th e cu s to m iz e d Clie n t P a g e : 1. Run the FixMe.IT application as the Expert 46. The Expert Main Form (Pre-Session Status) 28 will appear. 148

149 T he Ex p e rt M a in Fo rm (P re -Se s s io n Sta tus ) 2. C lick the My Account tab. The My Account Form 33 will open. T he M y A c c o unt Fo rm 149

150 No te. The My Account tab may also be accessed during a support session when you are connected to the C lient. 3. Do any of the following: C lick the Page Template link to open the Page Template Section 37. C lic k P a g e T e m p la te C lick the Client Box Setup link to open the Client Box Setup Section 39. C lic k C lie nt B o x Se tup The link to the customized C lient Page will be displayed at the top of the Page Template Section 37 /Client Box Setup Section 39. U s e this link to d ire c t y o ur c lie nts to the c us to m ize d C lie nt P a g e 150

151 15 Power Management Operations Yo u a r e a b le to p e r fo r m th e fo llo win g p o we r m a n a g e m e n t o p e r a tio n s : 1. T o s w itc h into Sle e p /Hib e rna te m o d e (w ith o r w itho ut p a s s w o rd e ntry ): The Sleep button must be selected on the C lient s machine to switch the C lient into Sleep/Hibernate mode. The following message will be displayed in the Expert chat board: All operations except Disconnect are unavailable. If the C lient switches to Windows logon page (clicks on the screen), the following message will be displayed in the Expert C hat Board: The Remote button will become active. If you enter a password to enter the system, all operations in the Expert s system will become available. 2. T o s w itc h into Sle e p /Hib e rna te m o d e w hile running o p e ra tio ns : When any of the operations are successfully started and the C lient presses the Sleep button, the started operation will be stopped and the C lient will be switched to Sleep/Hibernate mode. The following message will be displayed in the Expert C hat Board: All operations except Disconnect are unavailable. If the C lient switches to Windows logon page (clicks on the screen), they will switch off the Sleep/Hibernate mode. The Winlogon screen will be opened and the user will be logged in immediately (depending on the configuration). 3. T o s w itc h into Sle e p /Hib e rna te m o d e a uto m a tic a lly : The C lient should configure automatic Sleep/Hibernate mode at some point using System and Security -> Power Options. No operations should be performed. It is required to wait until the switch into Sleep/Hibernate mode is made. The C lient will be switched into Sleep/Hibernate mode and the operation will be successfully identified by the system. The following message will be displayed in the Expert chat board. 4. To switch into Sleep/Hibernate mode automatically while running operations: When any of the operations are successfully started and the C lient has configured an automatic switch to Sleep/ Hibernate mode, the switch into Sleep/Hibernate mode will occur automatically. The switch into Sleep/Hibernate mode is not possible while the operation is running. When the operation has ended, the C lient will be switched into Sleep/ Hibernate mode. T o ch e ck th e a ccu r a cy o f wo r k in S cr e e n s a v e r m o d e : The C lient should configure an automatic transfer to Screensaver mode. 1. T o s w itc h into Sc re e ns a v e r m o d e d uring o the r o p e ra tio ns : When any of the operations are successfully started, the switch into Screensaver mode should occur automatically. The switch into Screensaver mode will not be possible while the operation is running. The switch to Screensaver mode 151

152 will not occur if you finish the operation. All operations in the Expert s system will be available and notifications will not be displayed in the chat board. Upon clicking on the screen, the C lient will be switched into the general mode. The operations will run successfully. 2. T o s w itc h into Sc re e ns a v e r m o d e w hile o p e ra tio ns b e tw e e n the Ex p e rt a nd the C lie nt d o no t o c c ur: The switch into Screensaver mode will occur automatically. All operations in the Expert s system will be available and messages will not be displayed in the chat board. Upon clicking on the screen, the C lient will be switched into general mode. The operations will run successfully. 152

153 16 Getting Context Help You can easily access context sensitive help to learn all of the necessary information related to the opened application page. T o g e t co n te x t s e n s itiv e h e lp fo r th e cu r r e n t s e r v ice p a g e : C lick the Get Context Help button ( ) in the right upper corner of the opened page. T he Ex p e rt M a in Fo rm (P re -Se s s io n Sta tus ) C ontext sensitive help that is related to the current context will open in your Web browser. 153

154 17 Finishing Work with the Application You can finish working with the Fix M e.it application: To Log out from Fix M e.it Or close the Expert Application. In both cases all the support sessions will be closed. No te. If you perform a Log out operation you will be forced to provide login credentials the next time you start the Expert Application even if the "Remember me on this C omputer" option is enabled. If you close the Expert Application and use the "Remember me on this C omputer" option, you will be logged in automatically the next time. T o Lo g o u t fr o m Fix M e.it a p p lica tio n : C lick the Log out button ( ) button in the right upper corner of the page. T he Ex p e rt M a in Fo rm (P re -Se s s io n Sta tus ) The session will end and the Expert Log In Form 27 will appear. 154

155 T he Ex p e rt Lo g In Fo rm The Expert Log In Form 27 will appear, which allows you to log in as the Expert to the Techinline FixMe.IT application 46 or C lose the Expert application. 155

156 18 Support This Guide contains all of the necessary information that you may need in order to use T e c hinline Fix M e.it. The easiest way to get 153 context sensitive help is to click the related to the current context. button. It opens the focused help page which is See also: FAQ 156 Problem-solving 161 C ontact Us FAQ This chapter contains information about frequently asked questions encountered by users of Fix M e.it: General questions 156. Using the service 158. Pricing plans 159. Orders/payment General Questions What is Techinline Remote Desktop? T e c hinline R e m o te De s k to p allows you to host remote desktop sessions reliably and securely. Having a browser and an Internet connection will enable you to connect to the remote computer, display and/or control its keyboard and mouse, transfer files and text, and communicate through our built-in chat, while also giving you the ability to share your desktop with the other party. How much does it cost? There are two payment plans: The unlimited plan costs just $30 per month (or $300 per year), and the Pay-Per-Session plan starts at $20 for 5 sessions. For more details on our great offers, please refer to the plans page (at techinline.com/prices/). What can I 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. For example, you can: View remote C lients' desktops and enjoy such fine features as desktop auto scroll and full-screen display. Run applications on remote computers and use their desktops like you would your own. Share your desktop with a remote party so you can hold demo sessions, make presentations, or give on-screen instructions. Let the remote party work with your desktop the same way you do with theirs. Transfer files, text, images, folders, and any other objects between the local and remote computers. How can I use Techinline Remote Desktop? There are plenty of ways in which you can use remote access. Here are the most common applications of the Remote Desktop access service: Technical support/helpdesk service. Remotely assist your customers and users. 156

157 Online product showcases. Help your prospective C lients navigate through your offers efficiently, or demonstrate your products live and interactively. C ollaborate and review documents with your customer. Examine spreadsheets, charts, and slides. Focus on the 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. Please visit our Use C ases section (at learn other ways in which you can use our service to help your business. How easy is it to set up and use? All your remote party needs to do is open a link in a browser. (Obviously a Web browser and an Internet connection are necessary to achieve this). Next, the user initiates a small browser add-on with a single mouse click and they are done! At this moment, they will have their C lient ID and will be ready to join the remote desktop access session. For the expert, things are not much more complicated. All you need to do is open your browser and go to the Expert's page of the T e c hinline service, then log in. You are now ready to start working with your users. It's as simple as that! Of course, you may feel the need to adjust some minor session settings, but from the moment you log in, you are able to use the service. Keep in mind that if you try to use the expert's access on a workstation that you have never used our service on before, you'll be prompted to load the small browser add-on and install it with just a single click of the mouse. Please remember that you (nor your remote party) do not have to: Open any ports or configure your firewall in any way. Know any IP addresses or other technical networking details. Install any software or drivers on the computer or make your customer/user do so. Is Techinline Remote Desktop secure? T e c hinline R e m o te De s k to p is completely secure: You don't have to open any ports or adjust your network security settings. All session and visual data plus keyboard and mouse control are encrypted with 128-bit encryption and are transmitted over SSL connection, the standard for secure Internet communication. Does Techinline Remote Desktop contain any code other than the remote desktop functionality? T e c hinline R e m o te De s k to p contains ONLY the code required for remote desktop functionality. T e c hinline R e m o te De s k to p does NOT contain any code that is not required for remote desktop functionality. T e c hinline R e m o te De s k to p does NOT collect any personal information or system data from the user's PC or from any other PC in the user's network. T e c hinline R e m o te De s k to p does NOT allow access to the user's PC without his/her explicit permission. T e c hinline R e m o te De s k to p does NOT contain spyware, adware, tracking software, or any other type of unwanted software. What are the system requirements? T e c hinline R e m o te De s k to p is currently available for the Microsoft Windows operating system, and Internet Explorer and Mozilla-based (Firefox, Netscape, SeaMonkey) Web browsers. For detailed system requirements, please refer to the System Requirements 21 section. How is Techinline Remote Desktop different from Microsoft Remote Assistance? 157

158 T e c hinline R e m o te De s k to p is easy to run, simple to use, and completely secure. Key differences between T e c hinline R e m o te De s k to p and Microsoft Remote Assistance include: With Microsoft Remote Assistance, you control remote computers that run any Windows version (95 or later), but you can only use Windows 2000 server or XP to access computers with the operating systems mentioned above. T e c hinline R e m o te De s k to p does not have this limitation and therefore can run under any version of Windows (95 or above). With Microsoft Remote Assistance, the remote computer and the local computer both need to be on the same network. This is not the case with T e c hinline R e m o te De s k to p. Microsoft Remote Assistance is difficult to set up. With T e c hinline R e m o te De s k to p, you can be set up and ready to go seconds after you log in. Can I change the address which is associated with my account and is used as my login? Yes, please contact 163 our C ustomer Service team from your current login, and notify us of the new address which you will be using as your login Using Service The security warning dialogue doesn't appear and I can't run Techinline Remote Desktop on my computer. How can I start the service? It's possible that you may have high or custom security settings for the Internet zone. In order to allow running T e c hinline R e m o te De s k to p safely, please add to the Trusted Sites zone: Open Tools -> Internet Options -> Security. Select the Trusted sites icon. C lick the Sites button. Enter into the Add this Web site text box. C lick the Add button. C lick the Close button. C lick OK. Reload page. How do I change my login password? Please log into the T e c hinline service and go to My Account -> Edit Profile -> Change Password. How can I send Ctrl-Alt-Delete combination to the remote computer? Use C TRL+SHIFT+ESC APE in the Remote C ontrol session to send C TRL+ALT+DELETE combination to the remote computer. Do I have to use all of the purchased sessions with only one customer? No. You can use the sessions with different customers from different computers at any time in the future. If I purchase a number of licenses at once, can I set up separate logins for each of my licenses? Yes. In this case, you have to notify 163 our C ustomer Service team with the addresses which you want to be used as the new logins. 158

159 I am trying to connect to a remote client, but he/she is unable to install Techinline's browser add-on due to not having admin rights. What should they do? In this case, they need to use the Run Desktop Client option. This option appears when the client opens the fixme.it page and is asked to install the browser add-on. Please tell your client to click the Run Desktop Client link and run the Techinline Launcher.exe application, which will be downloaded through the link mentioned above Pricing Plans Do you provide price discounts for group purchases? Yes, please feel free to contact 163 our Sales Department via or telephone for the discount which we can offer based on your potential order. Do you offer discounts to non-profit and/or educational organizations? Yes, if you are a registered non-profit or educational organization, please feel free to contact 163 our Sales Department via telephone or to learn more about Techinline's discounted rates. Which pricing plan best meets my functionality needs? Essentially, the final decision is up to you and will depend on how many sessions you envision using and with what frequency. Using the Pay-Per-Session License is ideally suited for light or sporadic users. Because you are not bound to use the sessions within a given time period, it is possible to carry the sessions over for several months until they are required. The Pay-Per-Session License also enables buyers to run numerous sessions concurrently and sequentially, so there really is no limit as to how you use the sessions you pay for. Using the Subscription License is perfect when you need a large number of sequential single sessions over the period of a month or a year. However, if you require multiple sessions to run at any one time, then you will need to buy the appropriate number of Subscription Licenses or consider adding a pay-per-session plan to your existing account. If you are uncertain about which option is the most appropriate plan for you, please contact one of our experts at sales@techinline.com, who will gladly provide you with assistance and ensure that you make the right decision for your needs. How is a session defined in the Pay-Per-Session License? The Pay-Per-Session License defines a single session as a 12-hour period, and begins billing after the initial connection is established. You can connect and disconnect to the same client any number of times during this period - this will be considered a single session. Example: You have connected to the computer of client A on Monday at 10:00 a.m and disconnected at 10:13 a.m. You have created one session and it will be subtracted from your total count of purchased sessions. Later that day, you have connected to the computer of C lient B at 01:00 p.m. and disconnected at 01:30 p.m. You have used another session and this will also be deducted from your available sessions by one session. At this time, you have used two sessions in total. If later that day you connect to C lient A's computer at 9:30 p.m. and disconnect at 10:30 p.m., your account balance remains the same, because that will still be considered the as same session you had initiated earlier. 159

160 My Per-Session account was charged with another session after a repeated connection to the same client, even though the 12 hours which are allocated by Techinline for connecting to the same computer did not pass. Is this a mistake in your reports, and what should I do to get my session back? This is not a problem with our reports. T e c hinline uses cookies to keep track of sessions, and in very rare instances, clients delete these cookies prior to connecting again. In this case, please send a request to support@techinline.com with the session number(s) of the connections which were charged against you incorrectly. All session numbers can be found in your account's Reporting Tool (My Account >Reports). A member of our support team will examine the case, and credit you with the lost sessions. If I purchase the Pay-Per-Session License - when does it expire? Never. The sessions do not have an expiry date, and can be used at any time in the future Orders/Payment Can I pay for Techinline Remote Desktop with a check? If you selected a pay-per-session plan option, you should go to our prices page, select the appropriate pay-per-session plan, and click the "Buy Now" button. Then, select "Mail" in the "Method of Payment" drop-down list and follow the instructions. For subscription plans, we also provide an option to make a check payment. You can buy an annual subscription for $300. Please go at to make an order. Bear in mind that this option is not self-renewing, so you'll have to manually renew the subscription in a year. Other than credit card, do you accept any other forms of payment for a yearly subscription? Is it possible to get an invoice for a year? Yes, we take payments other than credit card for a yearly subscription. You can get an invoice or send a check by mail with a special annual plan. The plan is similar to the yearly subscription plan with only one exception: it is not selfrenewing, so you'll have to manually renew the subscription in a year. Please go at jsp?contractid= to make an order. Other than credit card, do you accept any other forms of payment for a monthly subscription? Is it possible to get an invoice for a month? No, we don't accept payments other than credit card for a monthly subscription. How can I cancel my subscription? You can cancel your subscription at any time by ing T e c hinline at orders@techinline.com or directly through the payment system (at customer interface. On the Orders page, does the term "Quantity" refer to the quantity of months purchased or the number of licenses? The term "Quantity" refers to the number of licenses you wish to purchase for the given time period. (Example: if you purchase 3 licenses, this means that 3 experts can work simultaneously). 160

161 18.2 Problem-solving This chapter contains information about any potential problems which can arise while working with Fix M e.it as well as solutions to these problems: Forgot your password 161. C lient timeout 161. C ookies disabled 162. Account access limit Forgot Your Password If y o u fo r g o t th e p a s s wo r d to y o u r Fix M e.it a cco u n t: 1. C lick the Forgot your password? link in the Login 27 form. 2. Enter your address in the newly opened form. T he P a s s w o rd A s s is ta nc e W ind o w 3. C lick the Send button and your login details will be sent to the specified address Client Timeout If the C lient has received a C lient ID but the Support Session has not been started within 60 minutes of receiving this ID, the C lient will receive a message that the session has timed out: Sup p o rt s e s s io n ha s b e e n c lo s e d The C lient needs to click the Join Session link in order to receive a new C lient ID. 161

162 Cookies Disabled This message may appear to the Expert or the C lient if C ookies are rejected (or disabled) by their browser. C o c k ie s Dis a b le d In order to continue using the application, C ookies must be enabled. To do so, follow the instructions provided below, depending on which browser you are using. T o e n a b le Co o kie s fo r M icr o s o ft In te r n e t Ex p lo r e r : 1. Select Internet Options from the Tools menu. 2. C lick the Privacy tab. 3. C lick the Default button (or manually slide the bar down to "Medium") under Settings. 4. C lick OK. T o e n a b le Co o kie s fo r M o z illa Fir e fo x : 1. Select Options from the Tools menu. 2. C lick the Privacy tab. 3. C heck the Accept cookies from sites checkbox. 4. C lick OK Account Access Limit This message may appear when the Expert has run a session on one computer, and is simultaneously trying to run another session. The Per-Session subscribers should not be affected by this becayse their account license allows running multiple simultaneous sessions. 162