Remote Support System - Client Support Made Easy

bardlover · Post by **bardlover** » 2005-07-15 01:01

I see the that on the splash screen you have some billing options. Does it keep track of the time? does the Connected time appear on both your side and Client, what about price? Does it show Time or Dollars? Server or Client?

Then as if that weren't enough questions

What do you use to bill out on that time? Paypal? Built in? Ability to Pause the Billing clock? Maybe this should be in New Feature requests

And what is the price to register it for commercial as stated by Cheata:

Free for non-commercial use, commercial use requires registration.

cheaha · Post by **cheaha** » 2005-07-15 02:57

bardlover wrote:I see the that on the splash screen you have some billing options. Does it keep track of the time? does the Connected time appear on both your side and Client, what about price? Does it show Time or Dollars? Server or Client?

Then as if that weren't enough questions What do you use to bill out on that time? Paypal? Built in? Ability to Pause the Billing clock? Maybe this should be in New Feature requests And what is the price to register it for commercial as stated by Cheata:

Yes the program keeps track of total session time, even through remote reboots. The time appears on the screen so that the client and you can see it. The billing per minute charge and connection charge are set by you. Hope this helps.

bardlover · Post by **bardlover** » 2005-07-15 03:01

How Do you arrange Payment though? You can ask for CC info up front, but what if it is bogus? I can setup a temp paypal account for people in 2 min and run CC for .01 but just trying to figure out how you do it.

Shaba1 · Post by **Shaba1** » 2005-07-15 05:16

Ok I downloaded 1.2.1 every time I try to build the exectuable with client exe I get a dialog that pops up that says "The was a build error,please try again"

SlimShady · Post by **SlimShady** » 2005-07-15 08:45

Shaba1 wrote:Ok I downloaded 1.2.1 every time I try to build the exectuable with client exe I get a dialog that pops up that says "The was a build error,please try again"

I believe you need to install 7-Zip.

Shaba1 · Post by **Shaba1** » 2005-07-15 12:04

SlimShady wrote:
Shaba1 wrote:Ok I downloaded 1.2.1 every time I try to build the exectuable with client exe I get a dialog that pops up that says "The was a build error,please try again"
I believe you need to install 7-Zip.

\

I have 7zip installed. And have had it install since cheega Produced the previous version of this program. One thing I did notice is that everytime I run client.exe my hard disk space drops to almost nothing and I get a low disk space warning

cheaha · Post by **cheaha** » 2005-07-15 14:06

Shady1

Your problem may be realated to 95/98. I told you there may have been some issues, that's why I had the builder specified for 2000/xp/2003 etc. I need to speak with you on the phone to work out your issues. Everyone else going okay?

BTW...don't think you need to install 7zip anymore. I figured out a way around that.

cheaha · Post by **cheaha** » 2005-07-15 14:07

bardlover wrote:How Do you arrange Payment though? You can ask for CC info up front, but what if it is bogus? I can setup a temp paypal account for people in 2 min and run CC for .01 but just trying to figure out how you do it.

In the builder goto Register Online it's all taken care of. I appreciate the offer, but most consider PayPal to be secure enough. Thanks Bardlover !

cheaha · Post by **cheaha** » 2005-07-15 21:32

Help updated again. See 3rd topic down in thread.

jt · Post by jt » 2005-07-16 17:05

cheaha,

Thank you for your efforts on this product and to all the UltraVNC developers!

When I installed REMOTE ASSISTANCE 1.2.1, the bottom of the license included a link to download the source code to keep in compliance with the GPL open source license requirements. The link is broken.

http://162.39.252.220/RHLLC/SOURCE.ZIP

This link seems to be broken. Is there an updated location?

Thx

cheaha · Post by **cheaha** » 2005-07-17 01:54

Yes there is a typo I'll fix it next release

http://162.39.252.220/RDHLLC/SOURCE.ZIP

cheaha · Post by **cheaha** » 2005-07-18 18:11

Version 1.3 Released.

What's New:

Client Setup Builder: Two new options by user requst. You can now edit the company logo via the registration menu.

Help Files: Added help file documentation for all programs.

cheaha · Post by **cheaha** » 2005-07-20 14:39

I got an email asking who was the "target" when this was designed. The answer: Businesses who are trying to provide support to a 'known' and 'unknown' client base. By using this system one shoule be able to do %97 of anything they could do by phsically sitting at the clients PC. Hope this helps.

Nevillem · Post by **Nevillem** » 2005-07-22 07:43

I am trying to build the executable but get "checking Internet for your email server" and nothing happens what am I doing wrong?

cheaha · Post by **cheaha** » 2005-07-22 16:01

Nevillem wrote:I am trying to build the executable but get "checking Internet for your email server" and nothing happens what am I doing wrong?

At this point, the builder is trying to check the internet and determine the address of the receiving email server for your email address. This is known as the MX record. You must be connected to the internet the first time you specify your email address.

If it never returns a from checking, try testing it with a different email address. If this works, then it simply a matter of manually entering your MX value manually. I can help you do that. But try a different email address first.

tareef · Post by **tareef** » 2005-07-25 21:35

cheaha wrote:
At this point, the builder is trying to check the internet and determine the address of the receiving email server for your email address. This is known as the MX record. You must be connected to the internet the first time you specify your email address.

If it never returns a from checking, try testing it with a different email address. If this works, then it simply a matter of manually entering your MX value manually. I can help you do that. But try a different email address first.

Hello, I am having the same issue. I have tried 3 different email addresses, it still hangs.

Thanks,
Tareef

cheaha · Post by **cheaha** » 2005-07-25 23:27

tareef wrote:
cheaha wrote:
At this point, the builder is trying to check the internet and determine the address of the receiving email server for your email address. This is known as the MX record. You must be connected to the internet the first time you specify your email address.

If it never returns a from checking, try testing it with a different email address. If this works, then it simply a matter of manually entering your MX value manually. I can help you do that. But try a different email address first.
Hello, I am having the same issue. I have tried 3 different email addresses, it still hangs.

Thanks,
Tareef

PM me your email address, and I'll send you the MX record for your domain. I'll then tell you what to do.

scrungy_doolittle_is_here · Post by **scrungy_doolittle_is_here** » 2005-07-27 00:15

cheaha wrote:The installation limitation is really more of a recausion than a requirement and is self-imposed. I will remove it from the installtion requirements soon. I am working on a new piece that will hopefully be ready this week. It allows for Server initiated reverse client connections.

In english, you can request that a client connect to you, and it will do so, bypassing any local firewalls, and without the requirements of you having access to configure thier firewall or router.

This can be helpful for repeat customers.

When will this be available? This is exactly what I want to do.
The situation is this:
I am a remote office. 180+ miles away from the main corp office. I have
had the responsiblity for the office network dumped on me. I do NOT want the main corp server to be listening for a VNC viewer connection, especially since it is deep behind a firewall. We are planning a VPN link, but that currently is not in place.

I need something like SC to just sit on the server, and at a given time AUTOMATICALLY initiate a connection out to my remote office. When I disconnect, it should NOT remove and uninstall it's self. I can't find a way to do this with the normal VNC.

cheaha · Post by **cheaha** » 2005-07-27 02:52

That feature already availible in version 1.3 availible for download now. Just download, install, and read the help file. Download Install Here.

scrungy_doolittle · Post by **scrungy_doolittle** » 2005-07-27 17:38

I have downloaded remote system 1.3 and am attempting to build it.
some Questions:

How does helpdesk.txt fit into this? I found a .ini file that seemed to have the configuration in it that is built by the configuration program, but the quick start for SC indicates that you have to put stuff into helpdesk.txt and I don't find a sample helpdesk.txt file in the folder created when installing 1.3

2. How do you generate an RC4 key. I installed vnc server and viewer on my system, but it can't find the dms file. I copied it to the root c:\ as suggested in another post in one of the vnc forums.

3. I have downloaded the vnc source, but don't really see a way to compile it for the remote system 1.3. I would like to do 2 things:

1. change the encryption algorithm a bit (either implement AES, IDEA or blowfish). If that is not possible, then change the Sboxes slightly for the 3DES version or make a slight change to rc4. The goal is to create a version that CANNOT be communicated with other than from two specifically configured machines, so I can run it in a secure corporate server for remote control.

2. I don't want it to delete it's self from the system when it closes. It has to stay on the server and be invoked periodically (and NOT by being contacted by someone on the outside). It needs to connect securly back to a hard coded address (my machine). I am the system admin for the company server located in Dallas, and I am in an office 180 miles away. The office server heavily firewalled, and my machine is firewalled. I don't want the server responding to connection requests from someone else, and don't want someone other than the two authorized local offices (one in Austin, one here) to be able to communicate with the main server.

Cheers
Woody

cheaha · Post by **cheaha** » 2005-07-27 18:27

The helpdesk.txt file is not part of the system as far as the user is conserend. It is generated in real-time for the connection only.

To generate a new RC4 Key...just follow UltraVNC's directions, and replace the .key file in the c:\program files\remote support\source folder with the new key you genereated. As of now Remote Support system only supports the standated encryption, no AES etc.

There is NO reason for you to compile anything, everything you need for the remote support system to work is included in the installer.

Run the server on your machine, use the client builder to create your client.exe, post the client.exe to your website, and your good to go.

gcooper · Post by **gcooper** » 2005-07-28 03:16

Hi,

I just downloaded and I'm evaluating for commercial use. It looks really nice, but I have a small problem: Though other technicians use Windows desktops at the office, I don't (and I'm the boss, so I don't have to, he he). I normally use Terminal Services and VMware for my windows needs, but they are not ideal for remote support.

Is there any way to use a Linux vncviewer (I always use command line) to be a 'server' (support provider) on this system?

Thanks much. I know you get bombarded with goofy requests, but Linux is the future...

Gene

cheaha · Post by **cheaha** » 2005-07-28 03:21

Yes, it can be done by changing the embedded version of winvnc to a linux compatible version. This is the short answer to your question. If you are considering this for a commercial use, I would be happy to work with you towards a resolution to your unique problem.
P.S. We are speaking of the server side only, not a linux compatible client.

xbx14 · Post by **xbx14** » 2005-07-28 12:21

I apologise for the dumb question but I have to ask ...

...What's the main difference between your Remote Support and SCIII? I've managed to get SC up and running, so now I can assist my aunt from home. I have to now consider trialling SCIII with the repeater to get out through our company's firewall so I can help her from my work. Should I use SCIII or is the Remote Support so much easier to configure, and does it go through most firewalls?

Guest · Post by **Guest** » 2005-07-28 13:14

xbx14 wrote:I apologise for the dumb question but I have to ask ... ...What's the main difference between your Remote Support and SCIII? I've managed to get SC up and running, so now I can assist my aunt from home. I have to now consider trialling SCIII with the repeater to get out through our company's firewall so I can help her from my work. Should I use SCIII or is the Remote Support so much easier to configure, and does it go through most firewalls?

Not a stupid question at all. From what I understand SCIII uses SSL to provide a tunnel that will not only traverse firewalls, but proxy servers too. This is not really needed by most people. With SCIII, I may be wrong but I think that the use of the repeater is required.

Remote Support will allow you traverse firewalls just like SC and SCIII, just not proxy servers. But very few people are dealing with proxy servers on a day to day basis.

Remote Support adds MANY features to the UltraVNC package, and also makes it much easier to configure.

Hope this helps.

gcooper · Post by **gcooper** » 2005-08-01 19:17

cheaha wrote:Yes, it can be done by changing the embedded version of winvnc to a linux compatible version. This is the short answer to your question. If you are considering this for a commercial use, I would be happy to work with you towards a resolution to your unique problem.
P.S. We are speaking of the server side only, not a linux compatible client.

Hi again,

We've spent some time with the evaluation and we are impressed. We are probably going to license this for ourselves as well as one of our customers that needs this capability. In fact, I got approval for the customer and I'm scheduled to install it for them and show them how to use it tomorrow.

This customer mostly works with remote clients running Wndows, but as they are in the photo business, they also have a significant number of clients with Macs.

So, I have two requests:

1) Linux support provider capability - don't need full-boat support, just basic vncviewer compatibility

2) Mac client support - again maybe all I need is a workaround

Regardless, we'll get you at least one new commercial licensee.

Please contact me:

Gene Cooper
Sonora Communications, Inc.
520-293-8461 x101
gcoooper (at) sonoracomm.com

cheaha · Post by **cheaha** » 2005-08-01 19:23

Basic Linux and Mac capiblity for the Technician side shouldn't be a problem; however you realize that FileTransfer and Chat will not be possible with those systems.

What will basically be done for those instances is a VNC compatible UltraVNC alternative will be used on the technician side. Good news is, the way Remote Support System was created, you won't lose ANY of the features that Remote Support System adds. ( reboot, safemode, icons removal, timer, invoice, etc.)

Glad you liked it, and I look forward to hearing back from you.

cheaha · Post by **cheaha** » 2005-08-02 04:40

gcooper wrote:
1) Linux support provider capability - don't need full-boat support, just basic vncviewer compatibility

2) Mac client support - again maybe all I need is a workaround

Regardless, we'll get you at least one new commercial licensee.

...

Gene,
For your Remote Support Client to be able to give your Linux box control, you must specify an additional option at the technician's linux command line.

Please add the [-encodings hextile ] switch to the command line when
running in listen mode. This will hopefully solve your issue when
having a Remote Support Client connect to your Linux Technician PC.

Please let us know if this solved your issue.

jstone · Post by **jstone** » 2005-08-04 05:57

cheaha, I can't seem to download your latest version. I'm anxious to take a look at your latest effort.

sbostedor · Post by **sbostedor** » 2005-08-04 16:05

Please move this thread to http://forum.ultravnc.net/viewforum.php?f=27

The easiest way to do this is to create a new thread in that forum and post any future updates/communication in that thread.

This thread will be removed from this location in 3 days. This is a commercial product and it needs to be grouped with the rest of them.

Thank you!

UltraVNC

Remote Support System - Client Support Made Easy

Billing?

Re: Billing?

payment

build error

Re: build error

Re: build error

Win95 98

Re: payment

Help

source code link broken

Version

Cannot build executable

Re: Cannot build executable

Re: Cannot build executable

Re: Cannot build executable

Re: Shaba

initial configuration

Linux vncviewer

Remote Support vs SCIII

Re: Remote Support vs SCIII

Evaluation Questions

Re: Evaluation Questions