Symantec pcAnywhere - 12.1 Instruction Manual
Symantec pcAnywhere™ User's Guide
12164653
Symantec pcAnywhere™ User's Guide
The software described in this book is furnishedunder alicense agreement andmay beused
only in accordance with the terms of the agreement.
Documentation version 12.1
PN: 12164653
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Technical Support
Symantec Technical Support maintains support centers globally. Technical
Support’s primary role is to respond to specific queries about product feature and
function, installation, andconfiguration. TheTechnical Supportgroupalso authors
content for our online Knowledge Base. The Technical Support group works
collaboratively with the other functional areas within Symantec to answer your
questions in a timely fashion. For example, the Technical Support group works
with Product Engineering and Symantec Security Response to provide alerting
services and virus definition updates.
Symantec’s maintenance offerings include the following:
■ A range of support options that give you the flexibility to select the right
amount of service for any size organization
■ A telephone and web-based support that provides rapid response and
up-to-the-minute information
■ Upgrade insurance that delivers automatic software upgrade protection
■ Global support that is available 24 hours a day, 7 days a week worldwide.
Support is provided in a variety of languages for those customers that are
enrolled in the Platinum Support program
■ Advanced features, including Technical Account Management
For information about Symantec’s Maintenance Programs, you can visit our Web
site at the following URL:
www.symantec.com/techsupp/ent/enterprise.html
Select your country or language under Global Support. The specific features that
are available may vary based on the level of maintenance that was purchased and
the specific product that you are using.
Contacting Technical Support
Customers with a current maintenance agreement may access Technical Support
information at the following URL:
www.symantec.com/techsupp/ent/enterprise.html
Select your region or language under Global Support.
Before contacting Technical Support, make sure you have satisfied the system
requirements that are listed in your product documentation. Also, you should be
at the computer on which the problem occurred, in case it is necessary to recreate
the problem.
When you contact Technical Support, please have the following information
available:
■ Product release level
■ Hardware information
■ Available memory, disk space, and NIC information
■ Operating system
■ Version and patch level
■ Network topology
■ Router, gateway, and IP address information
■ Problem description:
■ Error messages and log files
■ Troubleshooting that was performed before contacting Symantec
■ Recent software configuration changes and network changes
Licensing and registration
If your Symantecproductrequiresregistration ora license key, access ourtechnical
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and Registration page.
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■ North America and Latin America: supportsolutions@symantec.com
Additional Enterprise services
Symantec offers a comprehensive set of services that allow you to maximize your
investment in Symantec products and to develop your knowledge, expertise, and
global insight, which enable you to manage your business risks proactively.
Enterprise services that are available include the following:
Symantec Early WarningSolutions
Managed Security Services
Consulting Services
Educational Services
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rapid response to real threats.
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partners. Symantec ConsultingServicesoffera variety
of prepackagedand customizable options thatinclude
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and maintainingthe integrity andavailability of your
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Select your country or language from the site index.
Contents
Technical Support
Chapter 1 Introducing Symantec pcAnywhere
About Symantec pcAnywhere ............ ... ... ... ... ... ... ... ... ... ... ... ............ 19
What's new in Symantec pcAnywhere .. ... ... ... ... ... ... ... ... ... ... .............. 20
Components of Symantec pcAnywhere .. ... ... ... ... ... ... ... ... .............. ... .. 21
How Symantec pcAnywhere works ... ... ... .............. ... ... ... ... ... ... ... ... ... 22
Understanding the difference between a host and a remote .. ... ... ... . 22
About connecting over the Internet . ... ... .............. ... ... ... ... ... ... ... . 23
Issues that affect performance ....... ... ... ... ... ... ... ... ... ... ... ... .......... 26
What you can do with Symantec pcAnywhere ........ ... ... ... ... ... ... ... ... ... . 28
Where to find more information . ... ... ... ... ... ... ... .............. ... ... ... ... ... ... 29
Chapter 2 Installing Symantec pcAnywhere
Preparing for installation .. ... ... ... ... ... ... ... ... ... ... .............. ... ... ... ... ... .. 31
Symantec pcAnywhere system requirements ... .............. ... ... ... ... .. 31
User rights requirements .. ... ... ... ... .............. ... ... ... ... ... ... ... ... ... .. 35
Installation options . ... ... .............. ... ... ... ... ... ... ... ... ... ... ... .......... 36
If you have a previous version installed . ... ... ... ... ... ... ... .............. .. 40
Symantec pcAnywhere installation .... ... ... ... ... ... ... .............. ... ... ... ... .. 40
Installing the full product version . ... ... ... .............. ... ... ... ... ... ... ... 41
Installing a custom version ............ ... ... ... ... ... ... ... ... ... ... ... ......... 42
Running the setup program manually ... ... .............. ... ... ... ... ... ... .. 42
Post-installation tasks ............ ... ... ... ... ... ... ... ... ... ... ... .............. ... ... .. 43
Registering Symantec pcAnywhere ... ... ... ... ... ... ... ... .............. ... ... 43
Starting Symantec pcAnywhere . ... ... ... .............. ... ... ... ... ... ... ... ... 43
Modifying installation settings ... ... ... ... ... ... ... ... ... ... ... ... ............. 44
Updating Symantec pcAnywhere .............. ... ... ... ... ... ... ... ... ... ... ... 45
Uninstalling Symantec pcAnywhere ... ... ... ................. ... ... ... ... ... . 46
Chapter 3 Navigating in Symantec pcAnywhere
Selecting a view mode in Symantec pcAnywhere .. ... ... ... .............. ... ... . 47
Starting a connection in Basic View .............. ... ... ... ... ... ... ... ... ... ... ... .. 48
Viewing or editing connection settings ... ... .............. ... ... ... ... ... ... ... ... . 51
Contents10
Working in Advanced View .. ... ... ... ... ... ... ... ... ... ... ... ... .............. ... ... ... 52
Organizing column headings in the Symantec pcAnywhere
window ... ... ... ... ... ... ... ... ... ... ... ... .............. ... ... ... ... ... ... ... ... 53
Customizing the Symantec pcAnywhere navigation bar ... ... ... ... ..... 54
Closing the main product window upon connection . ... ... ... ... ... ... ... 55
About the Connection Wizard ... ... ... ... ... ... ... ... ... ... ... ... .............. 55
What you need to know before you connect ..... ... ... ... ... ... ... ... ... ... . 56
Ways to connect to another computer remotely .. ... ... ................. ... 57
About the start modes for remote connections ........... ... ... ... ... ... ... 58
About the Session Manager . ... ... ... ... ... ... ... ... .............. ... ... ... ... ... ... ... 59
Changing how active sessions appear in the Session Manager .. ....... 60
Showing or hiding options on the Session Manager navigation
bar . ... ... ... .............. ... ... ... ... ... ... ... ... ... ... ... .............. ... ... ... 61
Resizing the Session Manager navigation bar ... ... ... .............. ... ... . 62
Showing or hiding the Session Manager navigation bar .. ... ... ... ... ... 62
Managing pcAnywhere preferences . ... ................. ... ... ... ... ... ... ... ... ... . 63
About customizing network connections . ... ... ... ... ... .............. ... ... 64
Customizing modem connections . ... ... ... ... ... ... .............. ... ... ... ... . 64
Customizing European ISDN connections ......... ... ... ... ... ... ... ... ... .. 65
Customizing direct connections .............. ... ... ... ... ... ... ... ... ... ... ... . 67
Chapter 4 Allowing others to control your computer
Managing host connections .. ... ... ... ... ... ... ... ... ... ... .............. ... ... ... ... .. 69
Adding a host connection item to Favorites ... ... ... ... ... ... ... ... ... ... ... 70
Locating a recent host connection item .. ... ... ... ... ... ... ... .............. .. 70
Ways to set up a host computer ... ... ... ... ... ... ... ... .............. ... ... ... ... ... .. 70
Using the Connection Wizard to configure a host connection .... ... ... 71
Configuring a host using advanced properties . ... ... ... ... ... ... ... ... ..... 73
Knowing which connection device to use for host sessions . ... ......... 74
Configuring a host network connection ... ... ... ... ... .............. ... ... ... 75
Selecting a network card ....... ... ... ... ... ... ... ... ... ... ... ... .............. ... . 76
Changing the default port numbers on the host ........ ... ... ... ... ... ... . 77
Configuring a host modem connection . ... ... ... ... ... ... ... ... ... ... ... ... .. 78
Configuring an ISDN connection on a host ... .............. ... ... ... ... ... .. 79
Configuring a direct connection on a host .............. ... ... ... ... ... ... ... 80
Setting the host startup options . ... .............. ... ... ... ... ... ... ... ... ... ... 81
If you are logged on as a guest user in Windows .... ... ... ... ... ... ... ... .. 82
Setting end of session options ........... ... ... ... ... ... ... ... ... ... ... ... ...... 83
Configuring a host computer to enlist in a directory service .. ... ... ... 85
Specifying a host name . ... ... ... ... ... ... ... ... ... ... ... .............. ... ... ... .. 86
Ways to start a host session .. ... ... ... ... ... .............. ... ... ... ... ... ... ... ... ... .. 87
Waiting for a connection from a remote computer ... ... ... ... ... ... ... ... 87
Calling a remote computer .............. ... ... ... ... ... ... ... ... ... ... ... ........ 87
Accepting a host invitation .. ... ... ... ... ... ... ... .............. ... ... ... ... ... ... 88
What you can do during a host session ... ... ... ... ... ... ... ... ... ... .............. . 88
Working with the host online menu . ... ... ... .............. ... ... ... ... ... ... . 89
Letting multiple remote users hold a conference ... ... ... ... .............. 89
Chatting online with the remote user ... ... ... .............. ... ... ... ... ... ... 91
Ending a host session ......... ... ... ... ... ... ... ... ... ... ... ... ... .............. ... 91
Chapter 5 Controlling another computer remotely
Managing remote connections . ... .............. ... ... ... ... ... ... ... ... ... ... ... ..... 93
Adding a remote connection item to Favorites . ... ... ................. ... ... 93
Locating a recent remote connection item .. ... ... .............. ... ... ... ... . 94
Ways to set up a remote computer ... ... ... ... ... ... ... .............. ... ... ... ... ... . 94
Using the Connection Wizard to configure a remote
connection ... ... ... ... ... .............. ... ... ... ... ... ... ... ... ... ... ... ........ 95
Configuring a remote connection using advanced properties . ......... 96
Knowing which connection device to use for remote sessions . ... ... ... 98
Configuring a remote network connection .. ... ... .............. ... ... ... ... . 99
Customizing the data port range for remote connections .... ... ... ... . 100
Changing the default port numbers on the remote .. ... ... ... ... ... ... .. 101
Configuring a remote modem connection ......... ... ... ... ... ... ... ... ... . 102
Configuring a direct connection on a remote ............. ... ... ... ... ... .. 106
Configuring a remote computer to use directory services .. ............ 107
Connecting through pcAnywhereGatewayor pcAnywhereAccess
Server ... ... ... ... ... ... ... ... ... .............. ... ... ... ... ... ... ... ... ... ... ... 108
Modifying connection speeds ... ... ... ... ... .............. ... ... ... ... ... ... ... 109
Adjusting video performance settings ........ ... ... ... ... ... ... ... ... ... ... . 110
Automatically logging on to the host computer . .............. ... ... ... .. 111
Automatically reconnecting if the host is busy ... ... .............. ... ... . 112
Ways to start a remote control session .. ... ... ... ... ... ... ... ... ... ... ... ......... 113
Starting a remote connection item ............ ... ... ... ... ... ... ... ... ... ... . 113
Waiting for a host connection ... .............. ... ... ... ... ... ... ... ... ... ... .. 113
Connecting to another computer using Quick Connect .. ... ... ... ... ... 114
What you can do during a remote control session . ... .............. ... ... ... .. 121
Taking a snapshot ... ... ... ... ... .............. ... ... ... ... ... ... ... ... ... ... ... ... 123
Changing display settings during a remote control session ... ... ... .. 124
Changing the background colors ... ... ... ... ... .............. ... ... ... ... ... .. 125
Configuring remote printing .. ... ... ... ... ... ... ... ... ... ... ... .............. .. 126
Transferring the contents of the Windows clipboard ... ... ... ... ... ... . 127
Chatting online with the host user ...... ... ... ... ... ... ... ... ... ... ... ... .... 128
Connecting to multiple hosts . ... ... ... ... ... ... .............. ... ... ... ... ... .. 129
Ending a remote control session . ... ... .............. ... ... ... ... ... ... ... ... . 129
11Contents
Contents12
Connecting to a computer that does not have a host running . ... ... ... ... . 130
Configuring initial host properties for Quick Deploy and
Connect . ... ... ... ... ... ... ... ... ... ................. ... ... ... ... ... ... ... ... ... 133
About reconnecting to a hostusing theQuick Deploy and Connect
feature .... ... ... ... .............. ... ... ... ... ... ... ... ... ... ... ... .............. 142
Editing the Quick Deploy and Connect host properties .. ... ... ... ... ... 142
How pcAnywhere works in a Windows recovery
environment .. ... ... .............. ... ... ... ... ... ... ... ... ... ... ... ........... 143
Chapter 6 Supporting computers and servers remotely
About Symantec pcAnywhere Remote Management tools .. ... ... ... ... ... .. 145
User rights requirements for remote management ... ... .............. ... ... .. 145
Ways to start a remote management session ... ... ... ... ... ... ... ... ... ... ...... 146
What you can do during a remote management session .............. ... ... . 147
Managing tasks remotely ... ... ... ... ... .............. ... ... ... ... ... ... ... ... .. 148
Running DOS commands ... ... ... ... ... ... ... ... ... .............. ... ... ... ... .. 149
Viewing services .. ... .............. ... ... ... ... ... ... ... ... ... ... ... .............. . 151
Viewing and editing system files .... ... ... .............. ... ... ... ... ... ... ... . 153
Viewing and editing the system registry . ... ... ... ... ... ... ... ... ... ........ 154
Viewing the event log ................. ... ... ... ... ... ... ... ... ... ... ... .......... 155
Viewing and uninstalling programs ... ... ... .............. ... ... ... ... ... ... . 156
Restarting or shutting down a host computer during a remote
management session . ... ... ... ... ... .............. ... ... ... ... ... ... ... ... . 156
Locking a computer or logging off a user during a remote
management session . ... ... ... ... ... .............. ... ... ... ... ... ... ... ... . 157
Sending system state commands to one or more computers .......... 158
Ending a remote management session ... ... .............. ... ... ... ... ... ... 161
Chapter 7 Transferring files and folders
About pcAnywhere File Transfer .......... ... ... ... ... ... ... ... ... ... ... ... ......... 163
Going to a recently visited file location ... ... ... ... ... .............. ... ... .. 164
Tagging all files in a folder . ... ... .............. ... ... ... ... ... ... ... ... ... ... .. 165
Tagging all folders in a directory .. ... ... ... ... ... ... ... .............. ... ... ... 165
Tagging files using wildcard characters .. ... ... ... ... ... ... ... ... ........... 165
Tagging files by date modified ... ... ... ... ... ... .............. ... ... ... ... ... .. 166
Managing files and folders ... .............. ... ... ... ... ... ... ... ... ... ... ... ... 166
Comparing folders . ... ... ... ... ... ... ... ... ... ... ... .............. ... ... ... ... ... . 167
About file transfer preferences ... ... ... ... .............. ... ... ... ... ... ... ... ... ... . 168
Selecting a start-up location ... ... ... ... ... ... ... ... ... ... ... ... .............. . 168
Selecting an overwrite option ........... ... ... ... ... ... ... ... ... ... ... ... ...... 169
Increasing file transfer performance ...... ... ... ... ... ... ... ... ... ... ... ... . 169
Ways to start a file transfer session ........ ... ... ... ... ... ... ... ... ... ... ... ....... 170
Transferring files between computers ..... ... ... ... ... ... ... ... ... ... ... ... . 170
Canceling a file transfer operation .. ... ... ... ... ... ... .............. ... ... ... 171
Pausing a file transfer operation ... ... ... ... ... ... .............. ... ... ... ... .. 171
Viewing the Command Queue during a file transfer
operation . ... ... ... ... ... .............. ... ... ... ... ... ... ... ... ... ... ... ....... 172
Changing file transfer settings during a session ... ... ... ... ... .......... 172
About synchronization and cloning .... ... ... ... ... ... ... ... ... ... ... .............. 173
Synchronizing folders ... .............. ... ... ... ... ... ... ... ... ... ... ... ......... 173
Synchronizing folders by file type .............. ... ... ... ... ... ... ... ... ... ... 174
Cloning a folder ..... ... ... ... ... ... ... ... ... ... ... ... .............. ... ... ... ... ... . 174
Chapter 8 Automating file transfer and management tasks
About the Command Queue . ... ... .............. ... ... ... ... ... ... ... ... ... ... ... .... 175
Using command queue files to automate tasks . ... .............. ... ... ... ... ... 176
Using environment variables ........... ... ... ... ... ... ... ... ... ... ... ... ..... 177
Working with command queue files ... ... .............. ... ... ... ... ... ... ... . 177
Arranging items in the queue file .... ... ... ... ... ... ... ... .............. ... ... 182
Adding remote connection items to a command queue file .. ... ... ... . 183
Selecting file handling options for command queues . ... ... ... ... ... ... 184
Selecting end of session options for command queues . ... ... ... ....... 185
Creating a command queue file during a session ........ ... ... ... ... ... ... ... .. 190
Pausing the Command Queue .. ... ... .............. ... ... ... ... ... ... ... ... ... . 190
Removing a command from the command list .. ... ... ... ... ... ... ... ... .. 191
Arranging commands in the command list . ... ... ... ... ... .............. .. 191
Saving a command queue file ... .............. ... ... ... ... ... ... ... ... ... ... ... 191
Generating a command queue report on-demand ... ... ... ... ... ... ... ... 192
Running a command queue file . ... ... ... ... ... ... ... ... ... .............. ... ... ... .. 192
Running a command queue file during a session .. ... ... ... .............. 193
Running a command queue file without starting a session .. ... ....... 193
Scheduling a command queue file to run automatically ........ ... ... .. 194
13Contents
Chapter 9 Securing your computer and sessions
Protecting a host computer from unauthorized access .. ... ... ... ... ... ... ... 197
About authentication in pcAnywhere ............ ... ... ... ... ... ... ... ... ... 198
Configuring logon security . ... ... ... ... ... ... ... ... ... .............. ... ... ... .. 203
Securing the host computer upon connection ........ ... ... ... ... ... ... .. 204
Hiding the host name from network search results . ... ... ... ... ........ 204
Calling back remote users ... ... ... ... .............. ... ... ... ... ... ... ... ... ... .. 205
About access rights . ... ... .............. ... ... ... ... ... ... ... ... ... ... ... ............... 206
Configuring caller rights ......... ... ... ... ... ... ... ... ... ... ... ... .............. 207
Setting time limits for callers .. ... ... ... ... ... ... ... ... ... ... .............. ... . 207
Blocking connections by days or times .. ... ... ... ... ... ... ... ... ... ......... 208
Contents14
About session security ... ... ... ... ... ... .............. ... ... ... ... ... ... ... ... ... ... ... 209
Restricting control of the keyboard and mouse ... ... ... ... ... ... ... ... ... 210
Setting inactivity time limits for sessions .. ... ... ... ... ... ... ... ... ... ..... 211
Using encryption to protect data . ... ... .............. ... ... ... ... ... ... ... ... ... ... 211
About the Symantec Cryptographic Module ... ... ... ... ... .............. .. 212
About symmetric encryption ........ ... ... ... ... ... ... ... ... ... ... ... ......... 212
About public-key encryption .. ... ... ... ... ... ... .............. ... ... ... ... ... .. 213
Understanding the performance trade-offs ........ ... ... ... ... ... ... ... ... 213
How pcAnywhere works with encryption .... ... ... ... .............. ... ... .. 214
Configuring pcAnywhere to use pcAnywhere encoding ........ ... ... .. 214
Configuring pcAnywhere to use symmetric encryption ... ... ... ... ... . 215
Denying connections from computers that use lower
encryption ............ ... ... ... ... ... ... ... ... ... ... ... ... .............. ... ... 216
Configuring pcAnywhere to use public-key encryption ..... ... ... ... ... 217
Protecting configuration settings .... ... ... ... ... ... ... ... ... .............. ... ... ... 221
Ways to assess host security ......... ... ... ... ... ... ... ... ... ... ... ... .............. . 223
Running the Host Assessment Tool ... .............. ... ... ... ... ... ... ... ... . 224
Specifying the location of the host connection items ... ... ............. 225
Analyzing scan results .......... ... ... ... ... ... ... ... ... ... ... ... .............. .. 225
Getting more information about scan results . ... ... ... ... ... ... ... ... ... . 226
Learning more about security features . ... ... ... ... ... ... ... ... ... ... ... .... 226
Saving scan results ... ... ... ... ... ... ... ... ... ... ... ... .............. ... ... ... ... . 226
Chapter 10 Monitoring and recording sessions
Monitoring events in Symantec pcAnywhere ... ... ... ... .............. ... ... ... 227
Sending logging events to an SNMP trap ... ... ... ... ... ... ... ... ... ... ... .. 227
Generating a pcAnywhere log file ... ... ... ... ... ... ... ... ... .............. ... 229
Logging events in the Windows Event Viewer .... ... ... ... ... ... ... ... .... 230
About logging information to a central server ......... ... ... ... ... ... ... . 231
Managing log files ... ... ... ... ... ... ... ... ... ... .............. ... ... ... ... ... ... ... ... .. 232
Creating an activity log report ... ... ... ... ... .............. ... ... ... ... ... ... .. 233
Archiving or deleting log file data ... ... ... ... ... ... ... ... ... ... ... ... ........ 233
About recording and replaying sessions ... ... ... ... ... ... ... ... ... ... ............ 234
Recording a remote session . ... ................. ... ... ... ... ... ... ... ... ... ... . 234
Automatically recording a remote session . ... ... ... ... ... ... .............. 235
Automatically recording a host session . ... ... ... ... ... ... ... ... ... ... ...... 235
Replaying a recorded session ... ... ... ... ... ... .............. ... ... ... ... ... ... 236
Saving information from a recorded session ........ ... ... ... ... ... ... ... . 238
Chapter 11 Connecting across multiple platforms
About Symantec pcAnywhere CrossPlatform .. ... ... ... ... ... ... ... ... ......... 239
Installing Symantec pcAnywhere CrossPlatform .. ... ... ... ... ... ... ... ... ... .. 239
Installing pcAnywhere CrossPlatform on Windows ... ... .............. . 240
Installing pcAnywhere CrossPlatform on Linux . ... ... .............. ... .. 240
Installing pcAnywhere CrossPlatform on Mac OS X ... ... ... ... ... ... ... 241
Starting pcAnywhere CrossPlatform ... ... ... ... .............. ... ... ... ... .. 242
Connecting to a host computer through pcAnywhere
CrossPlatform . ... ... ... ... ... ... ... .............. ... ... ... ... ... ... ... ... ... ... ... . 243
Securing connections through pcAnywhere CrossPlatform .. ... ... ... ... ... 244
Encrypting your sessions through pcAnywhere
CrossPlatform . ... ... ... ... ... ... ... .............. ... ... ... ... ... ... ... ... ... . 244
Connecting to a serialized host through pcAnywhere
CrossPlatform . ... ... ... ... ... ... ... .............. ... ... ... ... ... ... ... ... ... . 245
Navigating in a pcAnywhere CrossPlatform session .. ... ... ... ... ... ... ... ... . 245
Transferring files during a pcAnywhere CrossPlatform
session ......... ... ... ... ... ... ... ... ... ... ... ... .............. ... ... ... ... ... .. 248
Transferring clipboard content in a pcAnywhere CrossPlatform
session ......... ... ... ... ... ... ... ... ... ... ... ... .............. ... ... ... ... ... .. 248
Increasing video performance during a pcAnywhere
CrossPlatform session ... ... ... .............. ... ... ... ... ... ... ... ... ... ... 249
Using ezScroll to navigate during a pcAnywhere CrossPlatform
session ......... ... ... ... ... ... ... ... ... ... ... ... .............. ... ... ... ... ... .. 249
Saving and opening pcAnywhere CrossPlatform connection
files . ... ... ... ... ... .............. ... ... ... ... ... ... ... ... ... ... ... .............. 250
Ending a pcAnywhere CrossPlatform session ... ... ... ... ... ... ... ... ..... 251
15Contents
Chapter 12 Connecting from a Web browser
About Symantec pcAnywhere Web Remote .............. ... ... ... ... ... ... ... .. 253
About Web Remote setup ... ... ... .............. ... ... ... ... ... ... ... ... ... ... ... ..... 254
Starting the Web Remote from the installation CD . ... ... ... ... ... ... ... 255
Starting theWeb Remotefrom a hard drive, server, or removable
media . ... ... ... ... ... .............. ... ... ... ... ... ... ... ... ... ... ... ............ 255
Ways to secure your Web Remote session . ... ... ... ... ... ... ... ... ... ... ......... 256
How the Web Remote secures the logon process ........... ... ... ... ... ... 257
About Web Remote encryption .. ... ... ... ... ... ... ... ... .............. ... ... .. 257
Configuring session encryption ... ... ... ... ... ... ... ... ... ... ... ... ... ........ 259
Using a serial ID to secure a connection on Web Remote ... ... ... ... ... 260
Editing port settings in Web Remote ... ... .............. ... ... ... ... ... ... ... 260
Ways to connect to a host through Web Remote ... ... ... ... ... ... ... ... ... ..... 261
Connecting to a host in the host list .. ... ... ... ... ... ... ... .............. ... . 261
Connecting to a host by manually entering connection
information ... ... ... ... .............. ... ... ... ... ... ... ... ... ... ... ... ... ..... 262
What you can do during a Web Remote session . ... ... ... ... ... ... ... ... ....... 262
Transferring clipboard contents on Web Remote . ... ... .............. ... . 264
Contents16
Increasing video performance during a Web Remote session .. ....... 265
Using ezScroll to navigate during a Web Remote session .. ... ... ... ... 265
Ending a Web Remote session . ... ... ... ... ... ... ... ... .............. ... ... ... . 266
Chapter 13 Connecting from a mobile device
About Symantec pcAnywhere Mobile .. ... ... ... ... ... ... ... ... .............. ... .. 267
What you can do in Symantec pcAnywhere Mobile ... ... ... ... ... ... ... . 268
Getting help on your device ........... ... ... ... ... ... ... ... ... ... ... ... ... ..... 268
Symantec pcAnywhere Mobile installation . ... ... ... ... .............. ... ... ... .. 269
Symantec pcAnywhere Mobile system requirements ......... ... ... ... . 269
If you have a previous version of Symantec pcAnywhere Mobile
installed . ... ... ... ... ... .............. ... ... ... ... ... ... ... ... ... ... ... ........ 270
Installing Symantec pcAnywhere Mobile ... ... ... ... .............. ... ... ... 270
Uninstalling Symantec pcAnywhere Mobile ... ... ... ... ... ... ... ... ... ... . 273
Starting Symantec pcAnywhere Mobile . ... ... ... ... ... ... ... ... ............ 275
Ways to connect another computer from a mobile device ... ... ... ... ........ 276
Configuring a custom connection item on your mobile device ........ 276
Including logon information in your mobile connections ... ... ........ 278
Connecting through a pcAnywhere Gateway or Access
Server ... ... ... ... ... ... ... ... ... .............. ... ... ... ... ... ... ... ... ... ... ... 279
Encrypting your mobile sessions .............. ... ... ... ... ... ... ... ... ... ... . 280
Using a serial ID to secure mobile connections .............. ... ... ... ... . 282
Specifying the host ports for mobile connections .. ... ... ... ... .......... 282
Adding subnet addresses to a host search on your mobile
device .. ... ... ... ... ... ... ... ... .............. ... ... ... ... ... ... ... ... ... ... ... .. 283
Starting a mobile session from a custom connection item .... ... ... ... 284
Starting a mobile connection from Quick Connect ... ... .............. ... 284
Navigating in the Symantec pcAnywhere Mobile session screen . ... ... ... 286
Modifying navigation preferences during a mobile session . ... ... ... . 288
Improving performance during a mobile session .. ... .............. ... ... 289
Performing remote control tasks from a mobile device ... ... ... ... ... ... ... .. 290
Starting a remote management session in Symantec pcAnywhere
Mobile . ... ... ... ... ... ... ... .............. ... ... ... ... ... ... ... ... ... ... ... ........... 290
What you can do during a remote management session .............. ... ... . 291
Viewing or changing program status from a mobile device .. ... ... .... 291
Stopping and starting processes from a mobile device ......... ... ... .. 292
Locking your computer or logging off a user from a mobile
device .. ... ... ... ... ... ... ... ... .............. ... ... ... ... ... ... ... ... ... ... ... .. 294
Restarting or shutting down a host computer from a mobile
device .. ... ... ... ... ... ... ... ... .............. ... ... ... ... ... ... ... ... ... ... ... .. 295
Running DOS commands from a mobile device .. ... ... ... ... ............. 296
Ending a mobile session . ... ... ... ... ... ................. ... ... ... ... ... ... ... ... 297
Managing connection items on a mobile device . ... ... ... ... ... ... ... .......... 298
Renaming a connection item on a mobile device ... ... .............. ... .. 298
Copying a connection item on a mobile device ........ ... ... ... ... ... ... .. 298
Organizing connection items on a mobile device ... ... ... ... ... ... ... ... . 299
Removing a connection item from a mobile device . ... ... ... ... ......... 299
About closing Symantec pcAnywhere Mobile .... ... ... ... ... ... .............. . 299
Chapter 14 Managing Symantec pcAnywhere Gateway
About Symantec pcAnywhere Gateway ... ... ... ... ... ... ... .............. ... ... .. 301
Installing Symantec pcAnywhere Gateway . ... ... ... ... ... ... ... .............. .. 302
About the Gateway Manager ... ... ... ... ... ... ... ... ... .............. ... ... ... ... ... . 303
Starting pcAnywhere Gateway . .............. ... ... ... ... ... ... ... ... ... ... ... 304
Changing the launch settings for pcAnywhere Gateway ...... ... ... ... 305
Changing the name that the gateway computer uses .............. ... .. 305
Hiding the gateway computer from search results .... ... ... ... ... ... ... . 306
Securing the gateway computer ... .............. ... ... ... ... ... ... ... ... ... ... 306
Monitoring events in pcAnywhere Gateway ..... ... ... ... ... ... ... ... ... .. 307
Editing the port settings for pcAnywhere Gateway ... ... ... ... ... ... ... 308
Configuring pcAnywhere Gateway to allow incoming modem
connections ... ... ... ... .............. ... ... ... ... ... ... ... ... ... ... ... ........ 309
Choosing how pcAnywhere Gateway discovers hosts ........ ... ... ... .. 310
Adding or removing a subnet for host searches in pcAnywhere
Gateway ....... ... ... ... ... ... ... ... ... ... ... ... .............. ... ... ... ... ... ... 310
Docking a gateway computer to an access server .. ... ... ... ... ... ... ... .. 311
Ending a pcAnywhere Gateway session .. ... ... ... ... ... ... .............. ... 312
Stopping the pcAnywhere Gateway service ... ... ... ... ... ... ... ... ....... 312
17Contents
Index
Contents18
Chapter
Introducing Symantec pcAnywhere
This chapter includes the following topics:
■ About Symantec pcAnywhere
■ What's new in Symantec pcAnywhere
■ Components of Symantec pcAnywhere
■ How Symantec pcAnywhere works
1
■ What you can do with Symantec pcAnywhere
■ Where to find more information
About Symantec pcAnywhere
Symantec pcAnywhere provides secure, remote access to computers and servers.
It lets you quickly resolve helpdesk and server support issues or stay productive
while you work away from your office. You can use yourdesktop computer,laptop,
or mobile device to work across multiple platforms, including Windows®, Linux®,
and Mac® OS X. You can also deploy a limited-functionality, single-use host to
computers that do not have a host running.
Connectivity features such as Symantec pcAnywhere Gateway help facilitate
connections through firewalls, routers, and other types of Network Address
Translation (NAT) devices. Robust security features help protect your computers
and servers from unauthorized access.
You can use Symantec pcAnywhere in the following ways:
Introducing Symantec pcAnywhere
20
What's new in Symantec pcAnywhere
Manage computers
remotely
Support and maintain
servers
Transfer files between
computers
Work from a remote
location
Symantec pcAnywhere lets helpdesk providers and
administrators troubleshoot and quickly resolve computer
problems. You can remotely perform diagnostics, check and
modify settings, and deploy and install software.
Symantec pcAnywhere letsadministrators connect toservers
across their organizations to perform routine maintenance,
deploy and install software patches and upgrades, assess
performance, and troubleshoot network problems.
Symantec pcAnywhere lets you connecttoyourhome oroffice
computer to quickly get the files that you need. You can
perform automatic end-of-day file transfers from one
computer to another or exchange multimedia and other files
that are too large to send by email.
Symantec pcAnywhere lets you remotely connect to another
computer and work as though you are sitting in front of that
computer. You can view and edit files, run software,print files
to a printer at your location or at the host's location, or give
presentations or demonstrations.
What's new in Symantec pcAnywhere
Symantec pcAnywhere includes the following new features and enhancements:
Vista compatibility
Gateway functionality
Cross-platform support
Mac OS X support
Remote management tools
for mobile connections
Lets you remotely connect to and from a Windows Vista
platform to all platforms that are supported by pcAnywhere.
Facilitates the process of finding and connecting to host
computers that are behind a firewall,router, or other Network
Address Translation (NAT) device.
Lets you remotely accessmultiplecomputersacrossWindows,
Linux, and Mac OS X platforms. Lets you view all of your
sessions in a single window and transfer files between host
computers.
Lets you remotely access a computer that is running Mac OS
X from any operating system that is supported by Symantec
pcAnywhere.
Adds remote management tools to Symantec pcAnywhere
Mobile. You can open the Task Manager, run basic DOS
commands, and remotely log off, restart, or shut down a host
computer.
Components of Symantec pcAnywhere
21Introducing Symantec pcAnywhere
Security enhancements
Ease-of-use enhancements
Adds the ability to block remote users from connecting to the
host at certain days and times.
Adds a Basic View mode that is designed for new users. Basic
View provides quick access to the most commonly performed
pcAnywhere tasks. It simplifies the process of configuring
and starting connections.
Components of Symantec pcAnywhere
Table 1-1lists themain components ofSymantec pcAnywhere. Thesecomponents
are included on the product CD as separate installations.
Table 1-1
Symantec pcAnywhere full
product
Symantec pcAnywhere
CrossPlatform
Main components of pcAnywhere
DescriptionName
Lets you access computers and servers remotely for
remote control, file transfer, and remote management
tasks. Runs on Windows operating systems only.
You can choose from several installation options that
range from the full version to scaled-down versions that
contain only the functionality that you need.
See “Installation options” on page 36.
Lets you remotely access one or more computers that are
running Windows, Linux, or Mac OS X operating systems.
See “About Symantec pcAnywhere CrossPlatform”
on page 239.
Symantec pcAnywhere
Gateway
Symantec pcAnywhere Mobile
Symantec pcAnywhere Web
Remote
Lets you find and connect to one or more host computers
that are behind afirewall, router, or othertypeof Network
Address Translation (NAT) device.
See “About Symantec pcAnywhere Gateway” on page 301.
Lets you access computers and servers remotely from a
mobile device.
See “About Symantec pcAnywhere Mobile ” on page 267.
Lets you connect to another computer through a
Java-enabled Web browser.
See “About Symantec pcAnywhere Web Remote ”
on page 253.
Introducing Symantec pcAnywhere
22
How Symantec pcAnywhere works
Table 1-1
Host Administrator
Symantec Packager
Main components of pcAnywhere (continued)
DescriptionName
Lets youremotelymanage thepcAnywhere hosts that are
running on your network.
For more information, see the Symantec pcAnywhere
Administrator's Guide .
Lets you create custom installations of pcAnywhere that
you can deploy to target systems.
For more information, see the Symantec pcAnywhere
Administrator's Guide.
How Symantec pcAnywhere works
Symantec pcAnywhere uses remote control technology to let you connect to
another computer or server and work as though you are sitting in front of it.
Symantec pcAnywhere supports network connections over a local area network
(LAN), wide area network (WAN), or the Internet. It also supports
modem-to-modem connections and direct, computer-to-computer connections
through a serial or parallel port and the appropriate type of cable.
In most cases, the remote user initiates the connection. You provide the
information that is needed to connect to the host computer. You can also select
options to increase security or optimize performance. To make a connection, the
host computer must be set up to wait for incoming pcAnywhere connections. The
host user can selectthe type of device to use for connections (for example, TCP/IP).
The host user can select security options to control access to the host computer.
Administrators can use Quick Deploy and Connect to configure and deploy a
limited-functionality, single-use host tocomputersthat donot have ahost running.
You must have administrator rights on the computer to which you want to connect.
See “ Connecting to a computer that does not have a host running” on page 130.
Understanding the difference between a host and a remote
When two computers are connected using pcAnywhere, they function in a
client/server relationship. The hostcomputer, as theserver, waits for connections
from a remote computer and provides the requested services.
When you configure a host computer, you control who can connect to the host
computer and what level of access the remote user should have. For example, you
can restrict a remote user from restarting the host computer.
See “Ways to set up a host computer” on page 70.
The remote computer, as the client, connects to the host computer and specifies
the actions that should be carried out. Although the actual work is performed on
the host computer, anything that happens on the host computer screen is also
displayed on the remote computer screen.
See “Ways to set up a remote computer” on page 94.
About connecting over the Internet
Symantec pcAnywhere lets you connect to a host computer over the Internet,
provided that both the host and the remote computers have Internet access. If
the host computer has a public IP address, connecting over the Internet involves
the following process:
■ The host user connects to the Internet, following the instructions provided by
the Internet service provider (ISP).
■ In pcAnywhere, the host user startsa hostsession thatis configured for TCP/IP.
See “Ways to start a host session” on page 87.
■ The remote user connects to the Internet, following the instructions provided
by the ISP.
■ In pcAnywhere, the remote user configures a TCP/IP connection, specifying
the IP address of the host computer and the logon information.
See “Configuring a remote network connection” on page 99.
■ The remote user starts the pcAnywhere remote connection item.
See “Ways to start a remote control session” on page 113.
How Symantec pcAnywhere works
23Introducing Symantec pcAnywhere
About cable modem connections
Unlike traditional modems, which convert analog and digital signals to exchange
data over a telephone line, cable modems use Internet protocols to transmit data
over a cable television line. Because cable modems use TCP/IP to transmit data,
cable modem connections must be configured as TCP/IP network connections.
The default Network, Cable, DSL connection item in pcAnywhere is configured
for TCP/IP.
See “Configuring a host network connection” on page 75.
See “Configuring a remote network connection” on page 99.
Remote
computer
Internet
Router
10.101.101.1
Port-to-IP
mapping table
Host
computer
192.168.1.2
192.168.1.3
192.168.1.4
Introducing Symantec pcAnywhere
24
How Symantec pcAnywhere works
About DSL or ADSL connections
Digital subscriberlines, such as ADSL or DSL, arehigh-speed Internet connections
offered by an Internet service provider (ISP). Your computer operates as though
it is connected to a network and is assigned an IP address. DSL and ADSL
connections must be configured as TCP/IP network connections.
The default Network, Cable, DSL connection item in pcAnywhere is configured
for TCP/IP.
See “Configuring a host network connection” on page 75.
See “Configuring a remote network connection” on page 99.
About Internet broadband connections
Connecting over the Internet to a home-based network that uses a broadband
solution such as a cable modem or DSL can present some challenges. Many
home-based broadband Internet solutions include a cable or DSL router, which
lets multiple computers share a single Internet connection. The router uses
Network Address Translation (NAT) technology to make this address sharing
possible.
In a sharing situation, this IP addressis assigned to the router. The router, in turn,
generates new IP addresses, and then assigns them to the individual computers
that share the connection.
When you subscribe to a broadband service, your Internet service provider (ISP)
assigns you a single IP address. These router-assigned IP addresses are private
and cannot be seen from the Internet. The only address that can be seen from the
Internet is the IP address that is assigned to the router.
Figure 1-1 shows how Internet broadband connections are made.
Figure 1-1
How broadband connections work
How Symantec pcAnywhere works
To support inbound connections from a pcAnywhere remote, you must configure
the router to direct incoming data from the pcAnywhere ports to the
router-assigned IP address of the host computer.
For pcAnywhere connections, you must map the following pcAnywhere port
numbers to the private IP address of the host computer, which is assigned by the
router:
■ 5631 (data)
■ 5632 (status)
If you are connecting to a host computer that uses custom port numbers, you
must configure the custom port numbers in the remote connection item. This
port mapping configurationis donein the administrator properties for the router,
which is typically accessible through a Web browser. The location of the port
mapping settings varies by router.
For more information, consult the documentation for your router.
Symantec pcAnywhere Gateway lets you set up a single connection point to
facilitate the process of finding and connectingto host computers that are behind
a Network Address Translation (NAT) device.
See “About Symantec pcAnywhere Gateway” on page 301.
25Introducing Symantec pcAnywhere
About connecting from outside a firewall
For security reasons, an administrator might set up a firewall to restrict access
to specific IP addresses. A firewall prevents computers that are outsidethe firewall
from connecting to any IP address that is inside the firewall. Some corporate
environments might also have security policies that restrict users from installing
a modem phone line behind a firewall.
If the host computer is connected to anetworkthat is behind a firewall,the remote
user must have a way to connect to the network through a Remote Access Service
(RAS) or virtual private network (VPN). This information must be provided by an
administrator.
Once theremoteuser connects to the corporatenetwork using oneof thesetrusted
services, the remote computer becomes a node on the network and can use
pcAnywhere to connect to the target computer using TCP/IP.
Connecting to a network host computer from outside a firewall involves the
following process:
■ Connect to the host site's network using the procedures provided by the
administrator at the host site.
Introducing Symantec pcAnywhere
26
How Symantec pcAnywhere works
■ In pcAnywhere, configure a TCP/IP network connection, specifying the IP
address of the host computer to which you want to connect.
See “Configuring a remote network connection” on page 99.
■ Start the remote control session.
See “Ways to start a remote control session” on page 113.
Symantec pcAnywhere Gateway lets you set up a single connection point to
facilitate the process of finding and connectingto host computers that are behind
a Network Address Translation (NAT) device.
See “About Symantec pcAnywhere Gateway” on page 301.
Issues that affect performance
Even with the advances in remote control technology, controlling another
computer over a communication device poses many performance challenges.
During a remote control session, you control the host computer as though you
are sitting in front of it. Everything from the desktop wallpaper on the host
computer to the movement of your cursor must be transmitted back and forth.
The two biggest factors in performance are the speed of the connection and
graphics overhead. The more data that needs to be transferred between the
computers—especially graphics data—the slower the performance.
Some security settings, such as data encryption, can also affect performance.
When configuring a connection, you must balance the need for high performance
with the need to protect your data.
See “Understanding the performance trade-offs” on page 213.
Improve connection speed
Ways to improve performance
Although pcAnywhere is designed to optimize performance, there are a number
of factors that you can control to boost performance.
Table 1-2 includes information about how you can improve performance.
Table 1-2
SolutionObjective
Ensure that you are using the fastest type of connection possible. If you are using a
modem, you should use the fastest connection that your modem and phone line can
support.
Symantec pcAnywhere can detect the speed of your connection (bandwidth) and
automatically adjust video settings to optimize performance.
Ways to improve performance
How Symantec pcAnywhere works
27Introducing Symantec pcAnywhere
Minimize graphics
overhead
Work more efficiently
Table 1-2
Ways to improve performance (continued)
SolutionObjective
In the Windows operating system, everything that you see on your computer screen,
from a statusbar to amenu, is agraphicaluser interface. This informationis transmitted
to theremotecomputerovertheconnectiondevice.The more graphics that are displayed
on the host computer, the more information that must be sent to the remote computer,
which slows performance.
You can minimize graphics overhead in the following ways:
■ For low-bandwidth connections (for example, modems), select the low bandwidth
option when you configure the remote properties in pcAnywhere.
■ Turn off status bars in applications and on the Windows system tray, including
modem lights.
■ Minimize dialog boxes that you are not using and use smaller windows.
■ Reduce the desktop resolution and number of colors on the display.
■ Hide the Windows taskbar on the host.
■ Disable wallpaper, backgrounds, and screen savers on the host.
■ Disable the Windows Active Desktop feature on the host.
■ Turn off full-window dragging capability on the host to avoid transmitting each
pixel of movement as you drag a window across the computer screen.
As you perform tasks during a remote control session, use the following guidelines to
help improve performance:
■ If you are running pcAnywhere on Vista, to improve performance, use computers
that have graphics cards with high ratings.
■ Avoid using animation.
■ Use the Page Up and Page Down keys to scroll through documents.
■ Disable the scroll wheel on your mouse.
■ Avoid performing remote control tasks when transferring files.
■ Use toolbars instead of the menu to perform tasks.
Changing performance settings
Symantec pcAnywhere stores data in a cache file to avoid resending the same
data over the connection, thus improving performance. Symantec pcAnywhere
never uses more than 16 MB of disk space for a cache file.
To change performance settings
In the Symantec pcAnywhere window, on the Edit menu, click Preferences.
1
In the pcAnywhere Options window, on the Remote Operation tab, check Use
2
pcAnywherecache file.
Introducing Symantec pcAnywhere
28
What you can do with Symantec pcAnywhere
What you can do with Symantec pcAnywhere
Symantec pcAnywhere lets you connect to another computer to troubleshoot and
resolve computer problems, supportand maintain servers, transfer files, andwork
from a remote location.
You can use pcAnywhere to do the following:
Let others connect to your
computer remotely
Take control of another
computer
Administer computersand
servers remotely
Setting up your computer as a host lets you do the following:
■ Remotely connect to it when working from a remote
location
■ Let someonein anotherlocationhelp you solve acomputer
problem
■ Host presentations and demos over a conference
connection
See “Managing host connections” on page 69.
The remote control features let you do the following:
■ Help another user troubleshoot a computer problem
■ Access software, email, or other resources on another
computer
■ Print files thatarestored onanother computer to a printer
at your location
See “Managing remote connections” on page 93.
The remote management tools let you do the following:
■ Connect to a remote server to troubleshoot problems and
perform routine maintenance
■ Troubleshoot and resolve computer problems quickly
■ Monitor computer performance
■ Remotely install and remove software
■ Deploy software, patches, and upgrades
See “About Symantec pcAnywhere Remote Management tools”
on page 145.
Where to find more information
29Introducing Symantec pcAnywhere
Transfer files
The file transfer and command queue features let you do the
following:
■ Quickly access the files that you need to stay productive
■ Perform automatic end-of-day file transfers for audit and
archive purposes
■ Automatically distribute files and updates to multiple
computers
■ Exchange multimedia and other files that are too large to
send by email
See “About pcAnywhere File Transfer” on page 163.
See “About the Command Queue” on page 175.
Where to find more information
Check the Symantec Web site at the following URL for technical support
information, Knowledge Base articles, online tutorials, and the latest product
information:
www.symantec.com/techsupp/
In addition tothe onlineHelp, the following documentation resourcesare available
on the Symantec pcAnywhere CD:
■ Symantec pcAnywhere User's Guide
■ Symantec pcAnywhere Administrator's Guide
■ Symantec pcAnywhere OLE Automation Guide
■ Symantec Packager Implementation Guide
■ Symantec WebRemote Help
■ Symantec CrossPlatform Help
■ Symantec pcAnywhere Getting Started Guide
Note: Viewing the online manuals requires Acrobat Reader 5.0 or later.
Introducing Symantec pcAnywhere
30
Where to find more information
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