Sharp GENERAL User Manual
NET Support Manager
Supplied By Sharp (UK) Ltd
NetSupport Manager
Manual COPYRIGHT (C) 2000 Productive Computer Insight Ltd. All rights reserved.
The Information in this document is subject to change without notice. Productive Computer
Insight Ltd. reserves the right to revise this document and to make changes from time to time
in the content hereof without obligation to notify any person or persons of such revisions or
changes.
The software described in this document is supplied under a licence agreement and is
protected by international copyright laws. You may copy it only for the purpose of backup and
use it only as described in the Licence agreement.
Any implied warranties including any warranties of merchantability or fitness for a particular
purpose are limited to the terms of the express warranties set out in the licence agreement.
Program COPYRIGHT (C) 1991-2000 Productive Computer Insight Ltd. All rights
reserved.
Trademarks
NetSupport is a registered trademark of Productive Computer Insight Ltd.
Windows, Windows 95/98 and Windows NT are trademarks of Microsoft Corporation.
IBM and OS/2 are registered trademark of International Business Machines Corporation.
NetWare is a registered trademark of Novell Inc.
Other products, trademarks or registered trademarks are the property of their respective
owners.
Printed in England
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NetSupport Manager
Software Licence Agreement
Please read this agreement before installing or using your copy of NetSupport Software. This is a legal agreement between
you and Productive Computer Insight Ltd. If you do not wish to be bound by the terms of this licence agreement you must not
load, activate or use the software.
TERM: Subject to termination under Termination Clause below the Licence shall be perpetual.
GRANT OF LICENCE: This software is designed to run on standalone computers and computer networks. You may load the
software from a Network File server but you must purchase a licence for each workstation on which you will install or run the
software.
COPYRIGHT: This software is protected by international copyright laws. You may copy it only for backup purposes. The
software is licensed to you, but not sold to you.
RESTRICTIONS: Neither you nor any reseller may rent, lease, sell licensed copies on approval, or otherwise transfer the right
to use this software to another person, except that you may sell or give away your original copy, as long as you do not keep
any copies. The software may not be modified, disassembled or reverse engineered except with the prior written consent of
Productive Computer Insight Ltd.
LIMITED WARRANTY: Productive Computer Insight Ltd warrants that the Software will perform substantially in accordance
with the accompanying documentation for a period of ninety (90) days from the date of purchase. Productive Computer
Insight's entire liability and your exclusive remedy shall be either a) the replacement of the defective software or b) return of
the price paid. This remedy shall be at Productive Computer Insight's option and subject to proof of purchase from an
authorised source.
Any implied warranties including any warranties of satisfactory quality or fitness for a particular purpose are limited to the
terms of the express warranties. Productive Computer Insight Ltd. shall not in any event be liable for loss of profits, data or
information of any kind or for special, incidental, consequential, indirect or other similar damages arising from any breach of
these warranties or use of the Software even if they have been advised of the possibility of such damages. Some countries
do not allow the limitation or exclusion of incidental or consequential damages, so the above limitation or exclusion may not
apply to you. This warranty does not affect your statutory rights, and you may have other rights that vary from country to
country. In any event Productive Computer Insight’s maximum liability shall not exceed the price paid by the end-user /
licensee.
TERMINATION: You may terminate this Licence and this Agreement at any time by destroying the Program and its
documentation, together with any copies in any form.
Productive Computer Insight Ltd. may terminate this Licence forthwith by notice in writing to you if you commit any serious
breach of any term of this Licence and (in the case of a breach capable of being remedied) shall have failed within 30 days
after receipt of a request in writing from Productive Computer Insight Ltd. so to do, to remedy the breach (such request to
contain a warning of PCI’s intention to terminate). Upon termination you will destroy or return to PCI the original and all copies
of the software and will confirm in writing to PCI that this has been done.
SUPPORT: If you have a problem with the installation of the software you should in the first instance contact your supplier.
You can separately purchase support and maintenance which will also cover the supply of enhancements and upgrades.
GOVERNING LAW : This agreement shall be governed by the laws of England.
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NetSupport Manager
Table of Contents
PREFACE...................................................................................................11
SYNTAX.....................................................................................................11
INTRODUCTION.........................................................................................12
WHAT IS NETSUPPORT MANAGER?............................................................13
NETSUPPORT MANAGER FEATURES...........................................................14
NETSUPPORT MANAGER APPLICATIONS.....................................................16
INSTALLING NETSUPPORT .....................................................................17
INSTALLATION PREPARATION .....................................................................18
WINDOWS 2000 INSTALLATION...................................................................19
WINDOWS 95/98 OR NT INSTALLATION ......................................................20
WINDOWS 3.X INSTALLATION......................................................................22
DOS INSTALLATION...................................................................................25
OS/2 INSTALLATION...................................................................................26
UNATTENDED/SILENT INSTALLATIONS.........................................................27
INSTALLING NETSUPPORT ONTO/FROM A SERVER.......................................27
EVALUATION KIT........................................................................................28
USING THE CONTROL..............................................................................29
BASIC CONCEPTS ......................................................................................30
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NetSupport Manager
STARTING THE NETSUPPORT CONTROL......................................................31
CONNECTING TO CLIENTS...........................................................................34
Quick Connect......................................................................................35
Connecting to Clients on different Protocols........................................36
Connecting to Controls and Clients through Firewalls and Proxy
Servers.................................................................................................37
DISCONNECTING A CLIENT..........................................................................38
Disconnecting all Clients......................................................................38
REBOOTING OR LOGGING OUT CLIENTS ......................................................38
VIEWING CLIENTS ......................................................................................39
Maximising the View Area....................................................................40
Viewing Multiple Clients Screens Simultaneously...............................40
Scale to Fit Mode .................................................................................41
Displaying the View Settings for a Client.............................................41
SCANNING CLIENTS....................................................................................45
LAUNCHING APPLICATIONS.........................................................................46
USER DEFINED TOOLS ...............................................................................49
SHOWING THE CONTROL SCREEN TO CLIENTS.............................................51
Showing a Client’s screen on a number of Client Screens..................53
AUDIO SUPPORT........................................................................................54
Audio Announcements.........................................................................54
Adjusting Microphone and Speaker Volume........................................56
VIDEO PLAYER SUPPORT ...........................................................................57
Video Player Control Panel..................................................................59
RECORDING REPLAY FILES ........................................................................61
Watching Recorded Replay Files.........................................................62
Showing Replay Files to Clients...........................................................62
TRANSFERRING FILES ................................................................................63
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NetSupport Manager
Applying a filter to files in List View......................................................64
Changing the View format in the File Transfer Window.......................64
Changing the sort orders in a File Transfer Window ...........................64
Creating Directories..............................................................................65
Copying files and Directories ...............................................................65
Renaming Files ....................................................................................66
Deleting Files and Directories..............................................................66
Synchronising Directories ....................................................................67
Arranging multiple File Transfer Windows...........................................67
DISTRIBUTING FILES...................................................................................68
MANAGING FILES ON THE CONTROL WORKSTATION....................................69
CONTROL/CLIENT CHAT SESSIONS.............................................................70
SENDING MESSAGES..................................................................................72
DEALING WITH HELP REQUESTS.................................................................74
CAPTURING A CLIENT’S PRINTED OUTPUT....................................................75
REMOTE CLIPBOARD..................................................................................78
USING THE CLIENT...................................................................................79
THE CLIENT MAIN WINDOW ........................................................................80
Connecting to a Control .......................................................................81
Disconnecting from a Control...............................................................81
Raising a Help Request .......................................................................82
Chatting to a Control workstation.........................................................82
Receiving Messages from a Control workstation.................................82
Resetting the Client Video Driver.........................................................83
CONFIGURING CLIENT WORKSTATIONS..............................................84
CONFIGURING CLIENT WORKSTATIONS........................................................85
EDITING OR CREATING CONFIGURATION FILES............................................86
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BASIC CLIENT CONFIGURATION..................................................................88
Basic Client Configuration – General Tab............................................89
Basic/Advanced Client Configuration – Transport Tab........................92
Basic/Advanced Client Configuration – Dial-in Bridge Tab .................94
Basic/Advanced Client Configuration – Audio Tab..............................96
ADVANCED CLIENT CONFIGURATION...........................................................97
Advanced Client Configuration – Security ...........................................99
Advanced Client Configuration – Remote Control Tab......................102
Advanced Client Configuration – Options Tab...................................105
Advanced Client Configuration – File Transfer Tab...........................108
Advanced Client Configuration – Customise Tab..............................110
Advanced Client Configuration – Protect Configuration Tab.............112
Advanced Client Configuration – Web Extensions Tab.....................114
Advanced Client Configuration – Users Tab......................................116
Advanced Client Configuration – Client Connect Tab .......................118
CONFIGURING CONTROL WORKSTATIONS.......................................120
CONFIGURING THE CONTROL WORKSTATION.............................................121
MULTIPLE CONTROL PROFILES.................................................................123
CLIENT SETTINGS ....................................................................................123
Control Configuration – Startup Tab..................................................124
Control Configuration – Transport Tab ..............................................126
Control Configuration – General Tab.................................................129
Control Configuration – View Tab......................................................131
Control Configuration – Print Capture and Tab .................................135
Control Configuration – Dial-in Bridge ...............................................138
Control Configuration – File Transfer Tab..........................................140
Control Configuration – User Interface Tab.......................................143
Control Configuration – Audio Tab.....................................................146
Control Configuration – Help Requests .............................................148
Control Configuration – File Locations...............................................150
THE USER INTERFACE...........................................................................152
THE CONTROL WINDOW ...........................................................................153
The Control Window - Menu Bar........................................................155
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CUSTOMISING THE TOOLBAR....................................................................156
NetSupport Manager Control Toolbar Buttons ..................................158
The Control Window – Tree View......................................................160
The Control Window – List View........................................................161
The Control Window – Network Menu...............................................162
The Control Window – Client Menu...................................................162
The Control Window – Group Menu ..................................................164
The Control Window – View Menu.....................................................164
The Control Window – Tools Menu....................................................165
The Control Window – Window Menu................................................166
The Control Window – Help Menu.....................................................167
THE VIEW WINDOW..................................................................................168
The View Window – Menu Bar...........................................................169
The View Window – Client Menu.......................................................170
The View Window – View Menu.........................................................171
The View Window – Tools Menu .......................................................171
The View Window - Window Menu....................................................172
The View Window - Help....................................................................172
THE FILE TRANSFER WINDOW ..................................................................173
The File Transfer Window - Menu Bar...............................................174
The File Transfer Window – File Menu..............................................175
The File Transfer Window – Directory Menu .....................................175
The File Transfer Window – View Menu............................................176
The File Transfer Window – Tools Menu...........................................176
The File Transfer Window – Window Menu.......................................177
The File Transfer Window – Help Menu ............................................177
THE FILE DISTRIBUTION WINDOW .............................................................178
The File Distribution Window – Menu Bar..........................................179
The File Distribution Window – File Menu .........................................180
The File Distribution Window – Client Menu......................................180
The File Distribution Window – Directory Menu.................................181
The File Distribution Window – View Menu .......................................181
The File Distribution Window – Tools Menu ......................................182
The File Distribution Window – Window Menu..................................182
The File Distribution Window - Help Menu.........................................182
THE FILE MANAGER WINDOW...................................................................183
The File Manager – Menu Bar ...........................................................184
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THE REGISTRY EDIT WINDOW...................................................................185
THE SCAN WINDOW .................................................................................186
THE REPLAY WINDOW..............................................................................187
MANAGING AND ORGANISING CLIENTS.............................................188
ADD A NEW CLIENT ..................................................................................189
DELETE A CLIENT.....................................................................................189
RENAMING A CLIENT ................................................................................190
SETTING CLIENT PROPERTIES ..................................................................191
CREATING A NEW GROUP.........................................................................192
ADDING/REMOVING CLIENTS IN A GROUP..................................................192
SETTING GROUP PROPERTIES ..................................................................193
USING CLIENT AND GROUP INFORMATION FROM PREVIOUS VERSIONS OF
NETSUPPORT ..........................................................................................193
REMOTE COMMUNICATIONS ................................................................194
REMOTE COMMUNICATIONS OVERVIEW.....................................................195
OPTIMISING REMOTE CONNECTIONS.........................................................195
SETTING UP REMOTE COMMUNICATIONS...................................................196
THE BRIDGE PROGRAMS..........................................................................197
THE WINDOWS BRIDGE ............................................................................197
THE DOS TSR BRIDGE ...........................................................................198
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NetSupport Manager
THE OS/2 BRIDGE ...................................................................................199
THE REMOTE PROGRAMS.........................................................................200
SETTING UP A MODEM..............................................................................201
USING NETSUPPORT OVER THE INTERNET.................................................202
ACTIVEX CONTROL................................................................................203
ACTIVEX CONTROL..................................................................................204
WEB EXTENSIONS....................................................................................205
PCIAX.CAB – CABINET FILE ..................................................................205
ACTIVEX CONTROL – HTML EXAMPLES ..................................................206
NETSUPPORT SCRIPTING .....................................................................208
STARTING THE SCRIPT EDITOR .................................................................210
CREATING A SIMPLE SCRIPT .....................................................................210
SCHEDULING AND RUNNING A SCRIPT.......................................................211
TECHNICAL REFERENCE.......................................................................212
HARDWARE AND SOFTWARE REQUIREMENTS............................................213
UNINSTALLING NETSUPPORT ...................................................................214
UNLOADING A NETSUPPORT CLIENT.........................................................214
USING COMPRESSION EFFECTIVELY .........................................................214
USING CLIENT CACHE EFFECTIVELY.........................................................215
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NetSupport Manager
REMOTE CLIENT HARDWARE AND SOFTWARE INVENTORIES ......................215
USING NETSUPPORT’S SECURITY FEATURES EFFECTIVELY........................216
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NetSupport Manager
Preface
About this Manual
This User Manual contains instructions for installing and running NetSupport Manager.
A basic premise of NetSupport that must be grasped is that the Control, sometimes called the
Guest, is the workstation being used to take over workstations. The Client, sometimes called
the Host, is the workstation being taken over.
Syntax
The following logical and easy to understand conventions are used in this manual: Step-by-step instructions which should be performed in sequence are shown as numbered
paragraphs, beneath a clearly stated, ‘Method’ heading. As there is often more than one way
of carrying out a task you will find ‘Or’ options also included.
Additional tips or explanatory notes regarding these instructions appear as bulleted
paragraphs under the heading ‘Note’.
Individual items in menu commands are enclosed in braces and should be followed in
sequence, for example: {Clients}{Broadcast}.
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NetSupport Manager
Introduction
In this chapter …
What is NetSupport Manager?
NetSupport Manager Features
NetSupport Manager Applications
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NetSupport Manager
What is NetSupport Manager?
NetSupport Manager is an international, award winning Remote Control software package.
NetSupport Manager has been designed to give IT managers, mobile professionals and
telecommuters the power and flexibility to access and control a workstation from anywhere, at
anytime. It enables busy support managers and Users to achieve the usually irreconcilable
objectives of improving customer service whilst cutting costs.
By using NetSupport Manager, staff can provide immediate support to end-Users without
needing to leave their desks. Wasted travel time is a thing of the past.
Both end Users and support personnel can see what a problem is in real time, enabling them
to focus on solving the problem rather than interpreting someone’s description. The result is
faster problem resolution, a satisfied User and a more effective support desk. As an additional
bonus, your support costs are dramatically reduced, as are the overheads of managing the
problem resolution process.
NetSupport Manager is fully Cross Platform compatible, and supports all the major operating
systems and network protocols. NetSupport runs over ISDN, Internet, Dial-up or Direct Serial
Links with the new ActiveX Control on the Internet, providing access to home and travelling
Users to workstations, data and services at central sites.
NetSupport Manager has been designed to be simple and efficient to install and configure.
Once installed, it allows you to Watch, Share and Control the screen, keyboard and mouse of
an individual or multiple workstations simultaneously, irrespective of colour resolution. In
addition, you can display your screen on others workstations, view workstations screens in
cycles on your workstation, or multiple screens simultaneously. Full two-way Audio Support,
Remote Clipboard and the ability to Record remote control sessions, sophisticated File
Transfer and File Distribution encryption security combined with the fully integrated Scripting
and Scheduling feature NetSupport Manager becomes the complete Desktop Management
tool.
NetSupport Manager is clearly in a league of its own.
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NetSupport Manager
NetSupport Manager Features
NetSupport Manager contains a wealth of features to assist you to Train, Support, Monitor and
Manage Clients.
Remote Control
Watch, Share or Control the screen, keyboard and mouse of a Client irrespective of colour
resolution, network protocol or operating system at either end. Ideal for providing on-line
support.
Connectivity
• Dynamically find and list all Clients on the Network.
• Connect by Client name.
• Connect by Network address.
• Connect via a database of known Clients.
• Connect entire groups in one step.
• Client/Control connection to Controls/Clients through Proxy Servers and Firewalls
Message
Send a message to one or more chosen Clients, or even broadcast a message to all Clients
on the network.
Chat
Conduct a two-way chat session in real time between the operator at the Control and the User
at the Client.
File Transfer and Distribution
Transfer and manipulate files between workstations, using advanced ‘Drag and Drop’
technology. Copy files from a workstation to many workstations, distribute Software or
Synchronise Directories. To ensure security whilst transferring files use DES Encryption on all
data being transferred. Includes support for Long File names, Remote File Edit, altar file
attributes and more.
Show
Display a Control’s screen on individual or multiple Clients workstations, or display a selected
Client’s screen to other Clients.
View
View more than one Clients screen at the same time, or sit back and watch each connected
screen in Scan Mode. The ability to record the activity on a Client workstation whilst it is
remotely controlled, capture a Client’s print output and cut and paste between workstation
applications come as standard functionality.
Scan
Automatically cycle through each Client's workstation in turn, displaying its screen on the
Control workstation. This enables the Control to keep a discrete watch over what the Clients
are running on their workstations.
Launch Applications
Launch an application on one or all Client Workstations at the press of a button.
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NetSupport Manager
Multimedia
NetSupport provides full Audio and Video Support.
Help Request
Clients can raise requests for help. Controls are instantly alerted to a Clients need for
assistance via a pop up box on their screen.
Scripting
NetSupport includes a powerful integrated Scripting Language and Scheduling Suite that
enables you to make use of all of its functions in unattended mode. Ideal for overnight
updates.
Remote Communications
Take control of workstations on remote LAN’s/WAN’s or standalone workstations, via Dial-up
Modem (PSTN), ISDN, Internet or Direct Serial Links.
Web Browser Integration
Use your Internet connection, download the 350k ActiveX Control software from your
Company Website and remote control your office workstation over IP. This is the ultimate, in
portable Remote Control.
Comprehensive Security Features
• Password protection at Client and Control workstation.
• User present acknowledgement required at Client workstation.
• Connection Audit trails.
• Allow a Control to Watch/Share or Control a workstation.
• Restrict File Transfer to specific drives, directories and files.
• Dialback to different numbers according to passwords.
• Restrict connections to named Controls.
• Customise Control and Client profiles to enable and disable virtually every feature
depending on the security level of the signed on User.
• Set Unique Security Keys on both Control and Client workstations.
• Integrates with existing NT profiles & Security.
• DES Encryption
• Client/Control connection to Controls/Clients through Proxy Servers and Firewalls.
Easy to Install and Configure
• Automatic Set-up and maintenance of Workstations.
• Silent Installation across WAN’s.
• Central maintenance of Client Profiles.
• Configuration utility for Windows.
• User definable Modem configuration.
• Built in Modem diagnostics.
• Protocol Transparent Control, (use IPX, NetBIOS and TCP/IP simultaneously).
Other Benefits
• Seamless Remote Client Hardware and Software Inventory
• Seamless Cross-platform support in a single package.
• All components come as standard. No hidden costs!
• Supports all video resolutions up to 16 .7 million colours
• 16 and 32 bit software included.
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NetSupport Manager
NetSupport Manager Applications
NetSupport’s wide range of features makes it an ideal tool for a wide range of applications.
Some examples might include:
Help Desk
Use the Remote Control features to provide fast, cost effective support to end-Users in an
Office or Help desk environment. Reduce the cost of providing support whilst improving
productivity and the speed of problem resolution.
Tele-working
Use the Remote Communications modules to enable staff to work from home, whilst having
access to all the functionality on their office workstation.
Training
Use the sophisticated Show functions to assist in a training room environment.
System Automation
Use the powerful integrated scripting language to automate regular tasks such as uploading
and downloading files.
Use the Launch Application function to set tasks running without end User intervention. Take
advantage of the scheduler to save costs by running these tasks overnight.
Desktop Management
Use the combination of File Distribution and Scripting to manage User desktops and distribute
software. Automatically retrieve workstation information such as Free Disk space.
Use the Registry Edit functions in Scripting to re-configure remote workstations.
User Management
Use the enhanced security features to configure utilities available at a Client.
Set up different profiles and access levels at both the Control and Client depending on the
Users level of responsibility.
Maintain a Replay File to audit the activity of a Client workstation.
ActiveX Control
The ultimate portable office: Remote Control a workstation from within your Internet Browser.
Use your Internet connection, download the ActiveX Control software from your Company
Website, and remote control your office workstation.
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NetSupport Manager
Installing NetSupport
In this chapter …
Installation Preparation
Windows 2000 Installation
Windows 95/98 and NT Installation
Windows 3.1 Installation
DOS Installation
OS/2 Installation
Unattended / Silent Installations
Installing NetSupport onto/from a Server
Evaluation Kits
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NetSupport Manager
Installation Preparation
Installing NetSupport is exceptionally easy. If you follow a few simple rules you should be up
and running within a very short time.
The first step is to decide what functions you want to install on each workstation.
Do you want it to be a Control or a Client?
Control To be able to control other workstations, install a Control, sometimes called a
Viewer.
Client To be controlled by another workstation, install a Client, sometimes called a Host.
What network protocol do you use?
The next step is to decide what networking protocol you have available on the workstation.
NetSupport supports IPX, NetBIOS/NetBEUI and TCP/IP.
Whilst NetSupport is multi-protocol, which means that the same Control can connect to Clients
running on different protocols, you must choose a default. You can change this later.
Note: By default, the Control will be configured to use TCP/IP. If you are using a different
protocol, you must configure this the first time you start a Control.
You are now ready to install the NetSupport Control and Client programs.
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NetSupport Manager
Windows 2000 Installation
Productive Computer Insight Limited (PCI) does not provide technical support for running
NetSupport Manager on beta operating systems such as the Windows 2000 Beta. Whilst
NetSupport Manager 5 will install on the Windows 2000 Beta, PCI can not guarantee any level
of functionality.
If you require NetSupport Manager to run on Windows 2000 Beta please contact Productive
Computer Insight for a list of known problems.
Note: If you are upgrading Windows NT to Windows 2000 you must ensure that you de-install
NetSupport Manager prior to upgrading the operating system. NetSupport Manager 5 can then
be re-installed once the operating system upgrade has been completed.
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NetSupport Manager
Windows 95/98 or NT Installation
If you are installing to a 95/98 and NT workstation, make sure that you are logged in as an
Administrator.
Starting the Installation
Insert the NetSupport CD into your workstation CD-ROM Drive.
The NetSupport welcome menu will automatically appear when you insert the CD. If it does
not, access the CD-ROM drive from your workstation and run PCIMENU.EXE.
Selecting a Set-up Type
Choose which language variant of NetSupport you wish to install and click RUN. This will start
the install program. If you are installing a downloaded copy, run the program PCIMENU.EXE
manually.
Note: The Autorun file calls PCIMENU.EXE, which in turn calls NSMSETUP.EXE from the
application directory. This determines if you are running on Intel or Alpha platforms and then
runs the SETUP.EXE in the appropriate directory, X86 and Alpha respectively. If you install
manually, make sure that you use the Set-up program and files from the appropriate directory.
NetSupport Licence Agreement
The message “Initialising NetSupport Set-up” will be displayed, after which you will be required
to read and accept the Licence Agreement. Once you have accepted the Licence Agreement
the NetSupport Set-up dialog will appear. If you reject the License Agreement NetSupport
Manager will not be installed and you will be directed to Exit from the install program.
Specify Installation Options
In the NetSupport Set-up dialog, enter the full path for where you want the software installed.
Press TAB to move to the name box.
Enter a unique name for the Control or Client. The name can be up to 15 characters. If you
leave the name as an asterisk * the MachineName, which is the same as ComputerName on
Microsoft Networks, will be used as the Client/Control name. Press TAB to move to the next
option box.
Select the components that you wish to install by checking or un-checking the boxes. Use the
following table to help you decide which components to check:
Component When to Select:
Client To control this workstation from another.
Control To control other workstations from this one.
The Program Manager Group Folder
NetSupport Set-up will now copy the program files for your selected options to the chosen
directory.
When it has finished copying the software onto your workstation, Set-up will create a Program
Manager Group called “NetSupport” and install icons for each of the selected options.
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NetSupport Manager
It will also install icons for the utilities such as the Client Configurator, which you can use for
resetting your options.
Note: Set-up will also create an "UNINSTALL" icon, which reverses any changes that are
made during installation. You can run this at any stage to return your workstation to its
previous state.
If you have elected to install a Client, Set-up will make the required amendments to your
System.INI and or registry, to load the Client as Windows initialises. NetSupport will not
replace any of your existing Drivers.
Specify your Licence Details
You will also be prompted for your licence details at this point. The details required for your
licence are supplied on the envelope your CD came in. If you are using NetSupport as an
evaluation, simply enter EVAL in the Licensee name field and leave all other fields unchanged.
Note: All entries on the licensing form are cAsE sEnSiTiVe.
Choosing a Client Configurator
You will then be prompted to run the NetSupport Configurator to set up the Client and install
options such as Remote Communications.
If you choose NO, the Client will be installed with the default setting to use TCP/IP protocol.
Choosing Network Transports
If you choose YES, you will be given the opportunity to select your protocol, set-up Remote
Communications, Audio Settings and other basic options.
Completing the Installation Process
NetSupport Manager has now been successfully installed. Remove the NetSupport CD and
choose to restart your workstation to use NetSupport.
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NetSupport Manager
Windows 3.x Installation
Starting the Installation
Insert the NetSupport CD and run PCIMENU.EXE or SETUP.EXE in the product sub-directory.
This will automatically start the install program.
Select a Set-up Type
The Set-up program automatically determines the operating system Windows 3.x, 95/98 or
NT, on which you are running and installs the appropriate versions of the Program.
The message “Initialising NetSupport Set-up” will be displayed, after which you will see the
NetSupport 16 bit Set-up dialog.
Specify Installation Options
Items that are not available in your environment such as installing a NetSupport Bridge under
TCP/IP will be greyed out.
Enter the full path for where you wish the programs to be installed. Press TAB to move to the
name box.
Enter a unique name for the Control or Client. The name can be up to 15 characters. If you
leave the name as an asterisk * the MachineName, which is the same as ComputerName on
Microsoft Networks, will be used as the Client/Control name. Press TAB to move to the next
option box.
Select the components that you wish to install by checking or un-checking the boxes. Use the
following table to help you decide which components to check:
Component When to Select:
Client To control this workstation from another.
Control To control other workstations from this one.
Windows You will be running Windows (any version).
DOS You may also be controlling this workstation whilst it is in Native
DOS or running a DOS Control on it.
NetBIOS You have a NetBIOS or NetBEUI network.
IPX You have an IPX/SPX network.
TCP/IP You have a TCP/IP (Windows sockets) network.
Remote You want to be able to dial out from this workstation or connect
to others over a Direct Serial Link.
Bridge You want to be able to dial into this workstation or connect to it.
You want dial-in access to other workstations on the Network
via this one.
Notes
• All protocols will be installed but you must check the appropriate box to indicate the
default protocol to use.
• If you are installing a Control and wish to be able to Show its screen to Clients, you must
also install the Client components.
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NetSupport Manager
When you are satisfied with your selections, press Continue. If you have elected to install a
Bridge to provide dial-in via NetSupport’s dialup module, you will be prompted to indicate if
you wish the Bridge to load automatically when the Client is loaded.
If you choose YES, then NetSupport will attempt to initialise the Bridge when Windows
initialises. If you choose NO, you will have to start it from the Clients menu.
NetSupport Set-up will now copy the program files for your selected options to the chosen
directory.
It will also install icons for the utilities such as the Client Configurator, which you can use for
resetting your options.
If you have elected to install a Client, Set-up will make the required amendments to your
System.INI and or registry to load the Client as Windows initialises. NetSupport will not
replace any of your existing Drivers.
Enter your Licence Details
You will be prompted for your licence details at this point. The details required for your licence
are supplied on the CD envelope. If you are using NetSupport as an evaluation, simply enter
EVAL in the licensee name field and leave all other fields empty.
Note: All entries on the Licensing form are cAsE sEnSiTiVe.
Select Modem
When this is completed and if you have chosen to install one or both of the Remote
Communication options, Bridge or Remote, for dial up or serial links, you will be prompted for
the communications configuration information.
Set your configuration and click DONE. As a rule choose the Hayes compatible modem at this
stage and set the Baud-rate to be one greater than the fastest speed the modem can achieve.
You can easily change these parameters at a later stage using the Configurator program.
You can also use the Configurator to load the Bridge in an "un-initialised" state by using the
/NOBRIDGE parameter. This means that the Bridge can be started from within Windows and
will not capture the serial port at start-up.
The Program Manager Group Folder
When it has finished copying files, Set-up will create a Program Manager Group called
“NetSupport” and install icons for each of the selected options. It will also install icons for the
utilities such as the Configuration Program, which you can use for resetting your options or
customising new and existing icons.
If you have elected to install a Client, Set-up will make the required amendments to your
SYSTEM.INI. NetSupport does not replace any of your existing Drivers.
Note: Set-up will also create an "UNINSTALL" icon, which reverses any changes that are
made during installation. You can run this at any stage to return your workstation to its
previous state.
Completing the Installation Process
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NetSupport Manager
NetSupport Manager has now been successfully installed. Remove the NetSupport CD and
choose to restart your workstation to use NetSupport.
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NetSupport Manager
DOS Installation
You install the DOS programs on a DOS only workstation or where you want to access a
Windows 3.1 or Windows for Workgroups workstation, prior to Windows being started. If you
also wish to be able to Control the workstation whilst it is in Windows, then you must use the
NetSupport Windows Set-up program.
To install support for DOS only:
Insert your NetSupport CD.
At the DOS prompt type CD Drive:\INSTALL.
The DOS Install menu will be displayed.
Enter the directory where you wish the programs to be installed.
Select the options you wish to be installed by pressing Y key or N key in the check boxes.
Use the TAB key to move between boxes and the space bar to turn the check mark on or off.
Use the following table to help you decide which options to check:
Component When to Select
Client To control the workstation from another
NetBIOS You have a NetBIOS or NetBEUI network
IPX You have an IPX/SPX Network.
Bridge You want to be able to dial into the workstation or network or
You only need to check Y key for Bridge if you will be using dial up or serial links via this
workstation.
connect over a serial link
Note: Installing a Bridge on a workstation gives dial-up access to all other Clients on the same
Network. You do not have to install a Bridge on each workstation, only a client.
When you are satisfied with your selections, enter a Y key in the “Proceed?” check box.
The install program will now copy the relevant files to the specified directory. When the
installation is completed, the program will advise you of successful installation. You may then
press ESC key to exit back to the DOS prompt.
You start a DOS Client from the command Line by typing: IPCLIENT Clientname in the case of an IPX Client
NBCLIENT Clientname in the case of a NetBIOS Client
You may also wish to edit you AUTOEXEC.BAT file to start the Client as the workstation
initialises.
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NetSupport Manager
OS/2 Installation
If you will only be using the workstation as a Client then you use the OS/2 installer
(PMINSTAL.EXE).
If you will be using the workstation as both a Control and a Client then you must have
WINOS2 installed. In this case, you install using the NetSupport Windows Set-up program in
a WINOS2 session.
To install an OS/2 Client: -
Place the NetSupport CD into the CD Drive.
Open the file PMINSTAL.EXE.
The Productive Computer Insight Licence Agreement will appear, please read carefully and
accept.
The NetSupport Set-up dialog will appear:
• Specify which directory you wish to install the NetSupport Program Folder.
• Specify which directory you wish to install the NetSupport Client on.
• Specify a name for the Client.
• Specify which Transports you want the Client to run over.
Choose OK to continue.
You will then be prompted to enter your licence details. Please note that these are CaSe
SeNsItIvE. Choose OK when you are finished.
NetSupport Set-up will now copy the program files for your selected options to the chosen
directory.
Choose to take this opportunity to configure the Client, by double clicking on the Configurator
icon in the NetSupport Client Program Group.
If you also wish to use the workstation for a Dial-up link you must manually add the Bridge
commands to the Start PMCLIENT line in STARTUP.CMD. See the Section on Remote
Communications for details.
If you wish to use the more advanced Client security features you must either manually amend
the START PMCLIENT line in STARTUP.CMD or use the PMCONFIG utility.
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NetSupport Manager
Unattended/Silent Installations
NetSupport allows you to pre-configure the way in which Clients and Controls will be installed.
It does this by allowing you to edit two files: DEFAULTS.INC which is used to pre-set options
that you would normally be prompted for during installation and RELEASE.INI which enables
you to pre-set the Advanced Client Configuration Options.
See the on-line Help for details.
Installing NetSupport onto/from a Server
You may wish to install NetSupport onto a server and then download NetSupport onto
individual workstations or utilise it as required.
To Install NetSupport on a Server
1. Follow instructions on how to install NetSupport onto Windows 95/98 or NT specifying
the server, rather than drive, you wish to install on.
To Install NetSupport from a Server
1. Either you can run PCIMENU.EXE or to avoid copying the entire contents of the CD
containing all products and language variants, copy across the specific directory for the
product you require and run SETUP.EXE.
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NetSupport Manager
Evaluation Kit
NetSupport Manager is available as an Evaluation Kit either from distributors or free as a
downloaded copy off the Internet. This allows you to trial NetSupport before your purchase.
The Evaluation Kit software is fully functional, apart from the following restrictions:
• A maximum of five Clients can be active on the network simultaneously;
• The Client and the Control programs will not run after the kit expiry date has passed.
Upon purchase, these restrictions are removed once serialisation has been completed. This
process upgrades the Evaluation Kit into a fully licensed copy.
To upgrade an Evaluation Kit to a fully Licensed copy
In the directory that you have installed the Program Manager Group ‘NetSupport’ open the file
PCILIC.EXE.
The NetSupport Manager Licence dialog box will appear asking you to enter your licence
details. Please note that all entries are cAsE sEnSiTiVe.
When you have entered the correct licence details click GENERATE. You now have a fully
licensed copy of NetSupport Manager!
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NetSupport Manager
Using the Control
In this chapter …
Basic Concepts
Starting the NetSupport Control
Finding Clients on the Network
Connecting to Clients
Quick Connect
Connecting to Clients on different Protocols
Connecting through Firewalls and Proxy Servers
Disconnecting a Client
Disconnecting all Clients
Rebooting or Logging out Clients
Viewing a Client screen
Maximising the View area
Viewing multiple Clients screens simultaneously
Scale to Fit Mode
Scanning Client screens
Launching Applications on Client workstations
User Defined Tools
Showing the Control screen on Client workstations
Showing a Client screen on a number of Client screens
Using Audio Support whilst Viewing a Client screen or Showing your screen on a Client
workstation
Using Audio Support to make an announcement
Adjusting microphone and speaker volume
Video Player Support
Video Player Control Panel
Recording Replay Files
Watching recorded Replay Files
Showing Replay Files to Clients
Transferring Files to a Client workstation
Arranging multiple file Transfer Windows
Distributing Files to Clients
Managing Files on Control workstations
Control/Client Chat sessions
Sending Messages to Clients
Dealing with Help Requests
Capturing a Clients Printer Output
Remotely Cutting and Pasting between Client and Control workstations
Using NetSupport over the Internet
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