Connecting over the Internet (attended-only)
Agent
Agent is a remote module for spontaneous-only support. The Agent displays its own window that can be branded with your custom logo and text.
Agent doesn't require installation and administrative privileges to run.
Host
The Host is a remote module installed on a target (i.e. remote) PC. This module works for both unattended and attended access.
Viewer
Viewer is a single "command center" used by a support technician/admin. The Viewer is where you keep your address book, start remote sessions and manage your licenses.
Internet-ID code
The Internet-ID code is a unique 12-digit number assigned to a Host when an Internet-ID connection is being used.
Address book
An address book is a collection of records also called connections with each connection representing a remote PC. Connections have properties that define specific characteristics of a remote session, such as the destination address, access password, color depth and so on. Connections can be grouped into folders.
By default, address books are backed up daily. You can also enable local address book encryption in which case you'll need to enter your password each time you open the Viewer.
For spontaneous remote support, you can use Agent instead of Host. Unlike Host, Agent doesn't require installation and administrative privileges to run. However, Agent does require someone sitting at the remote PC, so Agent is suitable for attended support only.
The Agent window can be customized with your logo and welcome text. For more information, see the Agent customization tutorial.
Before you start
Configuring Agent
No special Agent configuration is needed. Have the remote user run it and tell you the Internet-ID code and access password shown in the Agent window:
Make sure that the "Ready for connection" message is displayed at the bottom of the Agent window.
Configuring Viewer
- On your admin PC start the Viewer app and click Add connection:
- Enter a descriptive name and the Internet-ID displayed on the Agent window. Click OK:
- Enter the Agent password at the password prompt and click OK:
- The remote session will start in the selected connection mode. In this example it’s the Full Control mode:
- The connection will be saved to your address book automatically:
Tips
- If you have difficulty making the connection work, please check this troubleshooting guide.
- In order to terminate the session at any moment, the remote user simply needs to close the Agent window.
- The remote user doesn't have to re-download the Agent each time they need remote support. They can keep the Agent file on their computer and run it when necessary.
