Remote Monitoring & Management Help

Remote Support Options

Depending on the version of Windows installed on the device requiring assistance the Remote Support Agent initiates a different connection program, with a specific program used for connections to Vista.

Both programs contain all of the functionality provided by the remote desktop in addition to the ability to initiate a chat window and in the case of Windows 2000, XP and 2003 transfer files.

Windows 2000, XP and 2003 Remote Support

The program for Windows 2000, XP and 2003 displays the remote desktop allowing interaction in a variety of ways including transferring files and opening a chat window with the remote user.

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  1. CAD sends Ctrl-Alt-Del to host
  2. Toggle Full Screen Mode
  3. Show Connection Options
  4. Refresh Screen
  5. Sends Windows Start command to host (Ctrl-Alt-End)
  6. Send custom key:  this allows the user to send a custom Hot Key Code to the remote unit.
  7. Show status window
  8. Close connection
  9. Hide toolbar buttons
  10. Toggle Remote Input and Remote Blank Monitor
  11. Open File Transfer
  12. Select Single Window
  13. Select Full Desktop
  14. Open Chat

System Requirements

  • DirectX9.Oc

Windows Vista Remote Support

The program for Windows Vista has a number of options to allow interaction with the remote desktop:

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  1. Decrease Size or Increase Size the size of the window
  2. Display Full Screen
  3. Refresh
  4. Lock or Unlock Server Input. This may be used to prevent the remote user from using the input devices whilst assistance is provided
  5. Toggle Transparent this affects the display options enables some pop-up balloons that by default the viewer does not display.
  6. Chat Initiate a text conversation with the remote user
  7. Sync Clipboard with ctrl-alt-c
  8. Close

Additional Viewer Features:

  • File transfer (using clipboard style Copy/Paste : ctr-alt-c, ctrl-alt-v)
  • Clipboard transfer for text, rich text, HTML and images.

System Requirements

  • DirectX9.Oc

Task Manager

To view the Task Manager right click on the taskbar of the remote machine and select Task Manager from the pop-up list.

Where User Access Control (UAC) is enabled on the remote device requiring assistance, please use a login with administrative permissions to successfully run the Remote Support Agent. If UAC is enabled then any UAC windows are displayed on the remote device only.

File Transfer (where available)

File Transfer may be used to transfer files between the two computers in either direction.

To reduce the bandwidth required during the transfer, the files are compressed automatically and any interrupted transfers can be resumed to ensure only the missing parts are resent.

Use the Send >> and << Receive buttons to select the files for transfer between the two devices.

For visibility, the percentage progress is displayed throughout the transfer process.

Maximize the file transfer speed by leaving the file transfer interface visible. In maximized mode screen updates are suppressed, however when the file transfer interface is minimized screen updates and file transfers occur in parallel.