NetSupport Manager Remote Control Software – Product Overview and Configuration options

This is a brief overview of the NetSupport Manager control software As you can see, the main control application is broken down into three distinct areas: at the top we have a toolbar providing access to all of the functionality within the product; down the left hand side we have a hierarchical tree view as well as tabs to jump between different levels of functionality, including browsing the network, viewing help requests, remote networks and more And in the main center of the screen we have the icons representing each of the PCs that have been discovered on the network and are available for remote control We are going to talk through some of the key features available within NetSupport Manager, so that you can see some of the capabilities of the product So, where do we begin? In this example, we have already browsed the network and we have a list of computers that has been presented to us on the screen As you can see, each computer icon conveniently overlays with an operating system indicator – so we can identify Windows XP versus, for example, a Linux Fedora system, an Ubuntu system a Mac, and so on In order to find and connect to a PC, we have a number of different mechanisms The simple option is to use the Client Connect menu and that will allow us to connect to that PC Of course, we could have simply selected from the menu here – right-click: connect and disconnect – like so If we want to find some computers, we have the option to select Browse And Browse allows us to do exactly as it suggests and browse the network either for a particular PC name or partial name and return back a list of computers that have been located On the list view on the left hand side, you will notice we have some groups Conveniently, NetSupport Manager automatically groups computers by their operating system for you in advance So here we can quickly go to machines that meet a certain platform specification In terms of functionality, we already have computer AKJ1 identified – so again, right-click and connect – and that computer is available to us Once available, we obviously want to review some of the functionality that we can perform on that machine If we jump down the list here to our active tab, you will see now that we have a real-time thumbnail of PC AJK1 It has confirmed its IP address and that it is a Windows XP system If I mouse over that PC, you will see I zoom in to a larger, interactive thumbnail This becomes beneficial down the line when we start looking at multiple computers being monitored simultaneously So now we have this computer available, what can we do? Well, as you would expect, the foundation of NetSupport Manager is PC remote control So we can right-click and we can view that computer Here we have that PC and, when we connect, by default it will disable the background wallpaper to reduce video traffic being sent back Everything that we talk about within the product is configurable to suit your own personal requirements So now we have a remote control session and, as you can see, we can interact with that PC as if we were sitting physically at the machine We also have a range of tools available to us at the top of the screen We have the ability to optimise the remote control color depth that is being being sent – again, by default or controlling true color – but there may be occasions over slow remote connections where a 256 colors or less view is sufficient and allows you to get maximum performance over the connection We also have a range of view modes: Share, Watch and Control In simple terms, Share allows both users from the control and client-side to retain mouse and keyboard usage Watch mode is exactly as it suggests We can watch the remote screen but we have no ability to interact And Control mode allows us to take control of a remote PC and, during that control session, the remote PC’s mouse and keyboard are locked This prevents other users interacting with a desktop while, for example, system updates are being maintained Not every PC operates at the same resolution and our scale-to-fit mode simply allows us to scale the screen to fit on the available view space This is particularly useful when we are remote controlling very high resolution monitors or computers that are multi-desktop Full-screen mode allows us to view the system full screen on our desktop There are occasions when we are performing updates where we might want to take a quick screen capture, so we have a visual record of any messages that have been reported on the computer We have some inventory, file transfer, chat mechanisms – as well as an Execute command that allows us to launch applications remotely on the computer without going through the traditional navigation process Clipboard,

Audio monitoring so that we can chat and interact with the remote user, as well as some system tools including logout, re-boot, blank screen And screen annotation, so we can highlight certain areas of the screen that are relevant to the user We will go through some of these in detail as we progress through this tour, but, for now, let us close our remote session and have a look at some of the system management tools available to us So we have a remote PC and the user has reported to us that they have particular problems utilizing that computer The first barrier for us is to understand fully what that computer is – what hardware and what software is being used on the computer So we can either utilize the quick access button here for inventory or we use the main button here When we select “Inventory”, you see it pulls up a summary for the remote computer giving us a detailed system overview: details of the motherboard, processor, network settings, video adaptor, storage – as well as miscellaneous devices that are attached to the computer So we are able to gather a very clear picture of the computer we are dealing with We can jump to software mode which allows us to see a full installation history of all software currently installed on the computer and what version each application is We can quickly review which hotfixes have been installed on the computer to make sure the computer is up to date and secure We can see current applications that are running We can review the processes in real time on the remote computer as well as interact with those and finally we can also see a detailed summary of all of the services And again, security permitting, for all the services, we can interact – stop, re-start and pause – those services So very quickly, NetSupport Manager gives us a one-click solution for managing the remote hardware and configuration of the computer Now, of course, there are times when that provides us with information that means that we need to be more hands-on with the computer So, in addition, we can remote control and view a remote command prompt of the computer Again, much quicker than automatically having to go to the screen and load a remote command prompt And if we run a quick IP config we will see – as if we are on the local PC – we are able to perform local DOS functionality from afar We can also, at the same time as performing our remote command prompt – we can jump across here and, as you can see, we can perform a remote registry edit of the computer So we can go down, look at software that is installed on the computer – in this case it is NetSupport Manager – and we can see all of the Registry Editor features that are available to us We can edit, delete and compare all of the settings within the registry as if we were at the local computer There are also going to be occasions when we need to move data between our control computer and our remote client PC so NetSupport Manager provides file transfer allowing us to view the local computer’s file structure, including all of our mapped network drives and the remote computer On the remote computer, as you can see, we can expand and we can navigate that computer as if we were physically sitting at the machine And when we want to transfer files, we can select individual documents that are available to us and drag and drop them backwards and forwards, as you would expect So, should we wish to copy this file, we can simply drag and copy to the remote location Everything we have done so far has been on a one-to-one basis, but the key to NetSupport Manager is its one-to-many capabilities So let us go back to all our computers. You can see here we have got quite an extensive list of machines that are available to us Perhaps we should select a few additional machines – AJK2, 3, 4, 5, 6, 7, 8 and of course our first computer we have been using All those computers we can now add to a group So let us create a new group and we will call it “NetSupport” And we are done So as you can see, we now have a group called “NetSupport” available to us here as well Now, one of the nice things about having our hierarchical structure is that we can select individual computers – maybe connect to AJK2, 3, 4, 5, 6, 7 and 8, as shown – and then jump into our active tab here You will see we have a real-time view of all of those desktop computers Along the top here, we can set the frequency that these thumbnails update and we can also adjust the size of them So here we have now got eight computers that we can monitor and interact with in real time Again, for each thumbnail based on size, we have our quick access points where we can jump to a command prompt

or to an inventory for each and every computer And again, we have the same range of system management tools available to us Perhaps, subtly different, when we go to File, we now have File Distribution Mode File Distribution Mode now allows us to copy files from our target PC to all of our remote computers in a single action. Again, we can control the destination directory where those updates are sent to This is particularly useful if you want to send out common documentation to a Sales team, or push out update files to all computers within a group or department Given that NetSupport Manager is built around the one-to-many concept, we can appreciate now as we bring these thumbnails smaller, the benefit of being able to zoom in quickly and easily on any specific PC to keep an eye on activity for each of those computers You will also notice at the top here we have a Recent bar which is showing us the most recent computers we connected to If we click on one, you’ll see we have actually got some quick access information, again, from this toolbar So wherever you are in the product, NetSupport Manager ensures that all of the key functionality is only a single click away In order to communicate with our group we both have message and chat capabilities So under our Actions option, we will see if we can send a message to all available clients And within this field we can say, “test message” and we can also choose to show that message for a duration before it automatically disappears. If we send that message, you will see that very quickly across all of these computers the message is now being displayed on their screens. So it is a quick and simple way for us to actually get key system messages out to all of our user base Of course the concept of remote control is exactly that; the ability to connect and view a remote computer and control it as if you were there But there are times where you actually want to use remote control in reverse: when you can send your screen to a remote user and engage in training and use instructional services and tools So within NetSupport Mamager, we also have the ability to not only view a screen but show our screen to any number of selected computers So perhaps the Sales team can all be shown how to use the latest CRM software on the fly before it is deployed out to their computers We can set a scan that will automatically rotate around any number of connected computers so that we can keep an eye on screen updates or information We also have the ability to record the remote control session and then play it back later This is a great way for a service desk to build up a library of pre-recorded solutions to common problems that users report In terms of basic PC management, under our Manage tab, you will see that we can also remotely re-boot, log-out and log-in computers, as well as send a Ctrl-Alt-Del And, of course, first thing in the morning or if system updates are required over the weekend, we also have remote power-on and power-off built into the product, as standard Everything we have seen so far has been interacting with computers across our local network and of course this is where NetSupport Manager excels There also occasions where you want to manage a mobile workforce or computers that are located on different sites With that in mind, NetSupport also includes an internet Gateway component Internet Gateway is piece of software that can be installed on any selected computer and can be used as an http-based connection point for controls and clients across the network In a simple scenario, your Sales team has laptops with a NetSupport Manager client installed When they are off site their client can report back to an internet Gateway, ensuring that connectivity can be available to you at any point in time Here we have a Gateway – and we can browse the Gateway – and you will see here we have found these computers You will note the distinction here that they have the little Gateway icon indicating that these computers are now being monitored and can be connected to utilizing http transport, rather thanTCP/IP Now, many products are available that offer a psuedo-Gateway component, but require your data to be routed via a third-party service for use NetSupport Manager is unique in offering a Gateway that you can install within your own local enterprise at no additional cost, that will still allow you to manage computers that are outside of your normal network environment Communication is key as part of utilizing a remote support tool So NetSupport Manager also includes the ability for the end user to send help requests

Let us jump to this computer, and imagine that we are the end user for a second You will see they have a NetSupport Manager client and here they can perhaps request a chat, a discussion with an operator, perhaps because they want to report a particular issue Or, more importantly, they can go here and they can request help So you can see they can enter their name, and a message “Help! My PC is not working.” Not a particularly helpful description but often that is what you will get from an end user And that message can be sent through If you look across here, you will see under “Help requests” we can quickly get a summary of any that have been sent by an end user So the advantage of this solution is simply that users can build up quick requests for assistance that are then flagged and available to any available control operator We will come on to the finer points of the product when we look at configuration of how these help requests can be directed to specific individuals depending on the type of problem that is been reported. This can help spread workload – and also allow NetSupport Manager to be integrated with any existing service desk solution Let us go back to our all computers summary Okay. So we are back at our main desktop and you can see we have an indicator of the computers we are currently connected to denoted by their green computer screens We also have the ability to control how we sort our computers and how they are displayed: large icons, small icons, list views as well as being able to sort. So we could sort by transport, for example, or we could sort by their client platform, description or status. By status, you will see our computers are displayed for us first on the list Of course, we can always reference groups here if we want to manage just specific computers within a given department You will also notice over here we have a couple of extra options I have not covered So we have vPro management available to us where we can connect to vPro-enabled chipset computers We can remotely manage those computers from power-on to BIOS configuration, right the way through to screen remote control once they are logged-in We also, for legacy networks, support remote networks which could be dial-in – traditionally that would have been a modem, but more frequently now that might be ISDN And although it is legacy technology, it is still quite prevalent in manufacturing for remote management of manufacturing machinery and equipment We also have an Automation mode which allows us to create scripts Scripts become a set of commands that are used to automate the process of connecting to a computer, checking for certain values and reporting back Something very simple like connecting on a routine basis to computers, checking for changes to a certain file, and, if the file has changed, to bring a copy of that back Again, that could be used, for example, in the retail sector where people want to bring back their POS summary each day from their trading database As a final summary before we move on to some of the system configurations that are available in the product – let us view one of our computers again, PC number 2 You will remember that we talked about some of the different functionality that is available Let us cover some of that in detail So while I am working with the remote user, you will see I have an Audio tab here that allows me to talk, listen, or conduct a two-way audio conversation with the remote user while I am undertaking a remote control session You have an Annotate tool here where I can adjust my settings and colors And for the tool I shall use my pen tool and you will see I now have the ability to interact on the remote screen and indicate to a user any particular feature or function I want to draw their attention to We also see there is a remote clipboard here which allows me to send and receive the clipboard contents either from the remote machine or from my machine.This is particularly handy if we want to capture a long URL from a remote PC or some text from an error message that is displayed You will also notice the Execute button that we utilize Execute simply allows us to run an application remotely without needing to view the screen and then navigate through the menu structure So let us pop up Execute – type in a simple application name: notepad.exe, and you will see that as soon as we send Execute the application is opened remotely You can utilize this feature in addition to something like file transfer and you will see very quickly you have the ability to distribute a setup file to any number of connected computers and then send the single instruction to all computers to execute that file Used in conjunction, those two features

become a very powerful tool for system management and maintenance OK. We will close that View window and take us back to our desktop That concludes a very quick overview of some of the key features in NetSupport Manager The next part of this tour will take us through some of the configuration options both from the client side as well as for the operator control side Let us look at the configuration options available for the NetSupport Manager client To recap, the client software is installed on each and every device that you wish to perform remote control on I have made a shortcut on my desktop here, so let us open the configurator and you will see we are presented with two options: both a basic and an advanced editor As it suggests, the basic editor gives us simple configuration options, whereas the advanced editor allows us to be much more specific in the configuration we want So let us open the advanced editor and we will edit the master profile It is worth noting at this point that multiple profiles can exist; so different functionality can be available depending on which user is connecting to the computer You will see here now we have our master configuration – and the top section entitled “Connectivity” provides us with the ability to configure our client based on different network transports So most commonly it is TCP/IP where we can specify the port number that the product will communicate over For legacy environments, we have support for IPX and NetBIOS networks, and if we wish to utilize our Gateway component – the component that allows us to remotely control computers that are outside of our network over the internet – we need to enable http, where we specify the address of our Gateway software we have installed And where appropriate we can specify a security key that controls access to that Gateway by both the client and control software We also have support here for legacy communications as well as some advanced set-ups Perhaps the key area most people will be interested in is looking at the security functionality The first area we have is user validation, the ability for us to limit which users have access to this client machine We can create dialogue here where we can add specific users These users can either be manually entered usser names and passwords or they can be linked back to our domain authentication via Active Directory Here you will see the domain authentication for our user names and passwords as well as linking specifically back to AD We can also ensure that we are always prompted for user names and passwords So, the first level of security: specifying users and and their passwords for who can connect to this computer and, rather than having to maintain it as a manual process, giving the product the ability to link back to our existing domain user profiles that already exist Once we have controlled who has access to this remote control client, we might also want to control privileges You will note at this point here that all of the key features of NetSupport Manager can be enabled or disabled either on a single client basis or across all clients as a whole Again, in this case here, none are enabled, but if we wanted to, we could disable the ability to re-boot or log off a computer Similarly, we can control whether they have full access – when they are doing that Inventory view – to our service and application management We can also specify user acknowledgement User acknowledgement is simply a warning that is presented on the end user’s PC at the point where somebody initiates a remote control session This could be very handy if you are in the finance department and, when a technician is about to connect, and you have current payroll information available on your screen, for example So it gives you the opportunity to close down sensitive information before you acknowledge and accept that connection It is worth looking at some of the more subtle points which is, is if you have chosen to use user acknowledgement, you can also override that except when there is nobody logged on – clearly, there will be nobody there to acknowledge – or when you are connecting as the current logged-on user. In other words, you are using the same credentials as the the machine that you are connecting to We also have here smartcard support. So, for those enterprises that utilize smartcards, NetSupport Manager has full support for passing authentication through from a remote smartcard reader We have the ability to control connections from specific IP address ranges So, as an additional layer of security, you can specify only specific machines to have the ability to connect to you You can also apply a security key The NetSupport Manager security key, in essence, allows you to make your copy of NetSupport Manager unique to your organization So, irrespective of the other security measures in place, only controls and clients carrying the same security key will be compatible

You can also force encryption and allow more than one control to connect at a time That may seem like a recipe for multiple users fighting over mouse and keyboard control but, bearing in mind that NetSupport Manager allows computers to Watch only, this can be a really useful feature where a number of staff from a department can all connect and be watching a single PC screen at the same time It might be the latest share information stock news or other data that you want the team to have access to view simultaneously Disconnect mode Disconnect mode simply forces some behavior at the point where a remote control session is terminated. So we can make sure, for example, that when you disconnect, the machine is automatically locked, or logged-off, if the machine was logged-on at the point you connected, or restarted Again, these features are really made to ensure that if the user has performed some remote control on, say, a server, and disconnects, that the machine is not left in a vulnerable unsecured state, if the user has forgotten to actually perform a remote log-out at that time We can obviously protect this configuration, so once we have decided what we want and our security and functionality is defined, we can make sure nobody changes that without the right authorisation Within file transfer we can also control not only whether file transfer is available – whether we can impersonate the logged-on user when transferring files – but we can also control which folders and directories the user has rights to – either copy, edit and so on Similarly, with Replay files; Replay files being our ability to record a remote control session We can control how they are named, where they are located, and under what user credentials they are provided Replay files can be used in two different contexts. The most typical is building a library of remote control sessions where we have demonstrated how to fix typical problems that users might encounter Those replay files can then be published and made available for the users to review in the future They can be used within institutions where they have requirements – perhaps in the financial sector – to actually keep a recording of each session that has occurred So, linked to the replay files we have our event logging. We can enable logging here and each and every action – whether it is a connection or a function that is performed – will be logged away to an NT Event Log We can also log that information to a file in both a primary and a secondary location And, if appropriate, we can assign that file against a particular user credential The key, from a security point of view, is having a permanent record and history of the actions that were undertaken by a member of the support team Let us jump across to remote control The configuration options here really control the types of remote control session in terms of the color depth that is being used for a remote control session, whether we want to send physical fonts across Again, this may seem like a rather unusual feature, but if I was remote controlling a PC with a PowerPoint presentation that was using a specific font set, I might want to transfer that font information across Also, I can control, when we hook our video, to ensure that we maximize the benefit from utilizing Direct X and 3D support When we do Shows, we can choose whether we want to receive a show, whether when a show – which is another PC sending their screen back to me – has a presentation or demonstration, whether I want to receive that full screen or to a window, whether I want it to be automatically scaled to fit, and so on Finally, Audio is where we can control – as it suggests – the threshold and volume levels of our audio support when we are conducting a two-way audio chat between each computer Our client interface section really controls what is seen by the client So we can enable and disable features like calling, control, chat, replay requests and so on, as well as controlling what elements of the client program are visible You will notice there are some features here like Quiet Mode and Silent mode There are occasions where the existence of the NetSupport Manager client needs to be hidden. As part of that process, enabling these modes will hide the client from the system tray, and also remove any screen refreshes that would alert the user that the software is operational and that they are being monitored Conversely, we can also choose to make an audible beep every few seconds to make sure that a user is fully aware that they are being remote controlled Just skipping one line for a second – the customizable textbox also allows us to provide visual on-screen indicators to a user for when their PC is being remote controlled We can customize this text to let them know when somebody has connected to their PC and, similarly, when somebody is viewing their PC Finally, we also have the ability

to maximize how our help requests are directed You will see in the previous video, we talked about how a user can simply right-click on their client icon and request help Within this scenario here we can actually define different control users that are available for help. They can begin with descriptions so that perhaps when somebody wants support on database applications, they can send the request to one control user; for operating system issues, to another Again, we can control hotkeys that are also used to launch help requests rather than just using and relying on the system tray icon Finally, we have Profile options here which allows us to control the profile; the settings that are used for the NetSupport client, depending on the logged-on user If we have a Terminal Services or a Thin Client environment, we can also control how our client is run and what our base port is and the naming convention that is used for our client To be specific, NetSupport is quite adept and happy working within a Thin Client environment where you still need the ability to remote control and interact with desktop users, even though there may be virtual sessions from a central point This section covers the NetSupport Communications Gateway The Gateway software can be downloaded and installed as part of the NetSupport Manager installation and is provided without additional cost On the screen in front of us, you will see we have the main Gateway console running – typically on a server – and we have a listing here showing the client computers that are currently connected through the Gateway The concept is that each client, as well as being able to communicate over IP, has the option to be able to connect to the Gateway server, and will, at regular intervals, poll the server, looking to see if there are any control computers that wish to establish a connection and remote support So in this case here, we have the eight computers all listed in the Gateway and under the Active Sessions tab, you will see that two of those computers are currently connected by the same PC – here The Gateway, typically, would be positioned somewhere in the DMZ of a network so that it is accessible for both internal and external computers Or, of course, could be inside the network with something such as NAT set up to port traffic through to the Gateway Let us have a look at the Gateway configuration options So we can select the Gateway here and configure – hide that out of the way for a second – and you are able to control what ports the Gateway listens on or particular interfaces for a server with multiple cards, as well as where event log information is stored Naturally, the Gateway needs to have the same level of security as the NetSupport Manager control and client software, so we can create keys to control which clients and controls can connect to the Gateway It is important at this point to note that you can have multiple Gateway keys and therefore you can segment your users so that different users can seamlessly communicate through the Gateway without being aware of other devices that are also online We can also control access by operators Again, these operators can either be unique to the Gateway or linked back to an AD domain user name and this allows a second level of authentication before a user is able to connect and browse the Gateway for available computers A lot of organizations use the NetSupport Gateway as a means of managing computers that are out on the road – in the field – or even for managing multiple different site locations around the country Given the dependency on the Gateway, the feature also provides a redundancy option, allowing multiple Gateways to be available In this case here, this Gateway could be set as a secondary Gateway and if the first Gateway is unavailable, then automatically the clients will fall back and re-establish their connection onto the secondary Gateway Here we have a summary of our licenses in use. This is telling our Gateway that only 200 computers can connect to the Gateway at any one time but you can stack multiple license files within the product to ensure that you can manage as many computers as you require Finally, the Security tab simply ensures that we enable encryption on all communications And, if we want to, we can block any computers from connecting if they do not have their encryption enabled That is pretty much it. The Gateway is a key point of NetSupport Manager; it is not a requirement for normal LAN and WAN-based IP communications but adds an extra dimension in terms of support for remote users At the same time, it avoids the need for an organization to sign up to a subscription-based service that provides third-party gateway services

We have certainly seen an increase – as NetSupport – in organizations that need access to remote computers, but I am not comfortable with their data being ported by a third-party service That pretty much covers the Gateway Now we will have a look at some of the control side configuration options available in NetSupport Manager This section of our NetSupport Manager overview focuses on the configuration options available for the NetSupport Manager control – as we have on screen in front of us here If we jump to our tools – configuration options – you will see we have a configuration dialog which, by default, has a single standard configuration Again, at this point, it is important to note that multiple configurations can exist Each can be password-protected and be required at log-on by a user By “log-on”, I mean when the user starts the NetSupport Manager control they will be asked to select their configuration file and enter their password This will control the functionality that is available to that particular user Let us go to our settings and have a look at the configuration options Our starting point is our general identification; the name of the control, or control user and the description, as well as a message to be provided alongside the user name during connectivity If we go to the Connectivity tab, you will see we have some options for legacy support – for remote dial-up – as well as advanced networking-specific information such Tickle Period over the network Perhaps one of the most important areas is security, where we can specify both a password for our machine, a security key that is used by the control, and, if you remember from our earlier presentation, the security key is used to make your copy of NetSupport Manager unique Both the control and client software carries the security key, and this controls connectivity across your network Anybody who chooses to download an evaluation copy of the software to try will find the evaluation software will be incompatible with the security key-enabled version of the software Similarly, we have some default settings here for compression and encryption. And if we choose Encryption, you will see we can control the level of encryption that is utilized across our network Next is Logging All the actions that we undertake in the NetSupport Manager remote control can be logged to a central file to keep a full audit trail of all activity Working hand-in-hand with event logging is the ability to record Replay files – and potentially audio with those – and store those in a given location Replay files, very simply, are a recording of the screen activity that is undertaken by a user These recordings can be replayed at a later date or shared with users as common tips and techniques and things to do User Permissions controls whether the operator can act as an administrator and they can change settings and configuration of their control itself Looking at the remote control section, the first category is the View mode Under the View mode, we can control certain settings here such as: whether we can to switch to full-screen, use scale-to-fit, wallpaper being displayed when we connect to a remote session, video skipping, and so on These are all options that, out of the box, should not need to be adjusted by a typical user, but we provide the configuration for those that want to be more specific in their video configuration We can also send out default modes when we connect to a machine In this case it is Share mode – or Watch or Control – whether we are going to specify a large cache for our data, as well as the maximum color depth that we will support You will notice under the keyboard and mouse control, that we can also control keyboard mapping So that if we wish to connect to a remote PC that perhaps is running in a different locale – perhaps a German operating system – we can, on the fly, change our keyboard layout to show that we can access all region-specific characters We can also customize our hotkeys and performance of our mouse during our remote control session Print capture is also available In essence, this allows us to remote control a PC and, when we select “Print” on the remote PC, the print output can be redirected to a local printer Enabling this feature allows us to choose the printer we are redirecting to and, where appropriate, specify an individual client printer driver As you would expect, the Audio tab allows us to fine tune the audio settings on our PC, so that we can conduct two-way chat sessions with our customers Under the Control Interface settings – we have a number of settings here to allow us to hide certain aspects of the product: the client list, the groups, the Gateways, and so on – as well as make certain list views “read-only” to prevent unwanted editing of company standard documents

We can also restrict functionality. Given that the control is profiled and can be given to different users, we can ensure that different users have access to different levels of functionality It may therefore be that for department heads who need to have screen access and interaction ability with users, that we choose to disable the ability to remotely edit the registry or change key system settings Help requests are a way for us to control how we react when a user requests help from the NetSupport Manager client So we can specify here that when a request for help comes in, whether the client is automatically highlighted, whether we display a message on the screen to alert the control user that help has been requested, and also if we choose, play an audible sound We also have an ability to control our status – so we can choose to be unavailable or busy if we do not want help requests to disturb us at a given time During file transfer – again, we have the ability here to specify some pre-sets in terms of whether we get confirmations before we copy directories or delete files and so on as well as during Delta file transfer – what priorities we set Delta file transfer – for clarity – is simply the ability for us to compare two files – perhaps a large database file – and only transfer the changes between the two files It is particularly efficient where you may have a master database file being many hundreds of megabytes with only small changes each day to the file vPRO is an available technology for certain chipsets and with vPRO-enabled machines, we are able to connect to them, power them on and remote them You control the PC during its BIOS settings – and start up Again, depending on the nature of our requirements, we can connect as a small business or in advanced enterprise mode And we can specify our provisions for access to the Intel vPRO chipset Here is where we control all the different files that are relevant to NetSupport Manager The client.msn list, not surprisingly, contains our list of known clients, our groups and so on While these are, by default, stored locally on each PC, they can also be saved to a central shared network location so that if one technician takes the time to create custom groups for the entire organization, those files can be shared by all operators at the same time across the network Finally, you will see an option for NetSupport Protect NetSupport Protect is a companion product available from NetSupport that provides desktop lockdown and security If you use NetSupport Protect and NetSupport Manager, at the point where you create a remote control connection, NetSupport Protect can be suspended so that we do not require you to do any of the on-screen security settings We can say OK at that point, and you will see we have the option then to save our configuration or load in a different one That pretty much summarizes the configuration options that are provided within the NetSupport Manager control Suffice to say, everything that we see on-screen, in terms of our toolbar, can be customized and configured to suit our particular requirements Let us have a look at our toolbar settings So – View – Toolbar – Customize – and you will see we are presented with a customization window showing us all the different features that we can add at a high level to our existing toolbar You will also see these lines here which are our separators which allow us to space out information which is shown above on the main toolbar area That wraps up our overview of the core NetSupport Manager functionality and configuration options There are additional resources available for you at www.netsupportmanager.com As I hope you will be aware, NetSupport Manager is available for download for free evaluation for 30 days from www.netsupportmanager.com I hope you found this presentation of interest to you We are also very happy as an organization to provide one-to-one custom webinars for customers with specific requirements Thank you