First Deploy

[Joe]

I recently put together PcHelpWare for our IT business as a method to more efficiently reach out to end users, Im fairly new to this but I did find that it was pretty easy to configure and deploy to our customers, we have been successfully been using PcHelpWare for a some time now and I must say it’s a real time saver, I do however have a few issues/questions, I was hoping for one of the good folks around here could help me address them properly.

First some info, I didn’t use PcHelpWare_viewer to create the server, I used the create server found in \PcHelpWare_rel10_SCgui\PcHelpWare_SC_GUI, reason was so I can take advantage of all the customization found here http://pchelpware.com/pchelpware/configl/index.html, one of the main reasons for the customizations was for the ability to create a list of tech names the user can select to connect, I then forwarded the proper port to those techs, I then created a list of phw configurations and copied PcHelpWare_viewer (along with the new DLL files) to the network so all techs should be able to run it.

1) Every now and then (very random) the viewer will crash and we get the following error message “Faulting application pchelpware_viewer.exe, version 1.0.0.1, faulting module 1scvdll.dll, version 1.0.0.1, fault address 0x00013e95”

2) the viewer stops listening after each connection and the tech needs to manually press start again, is it possible to have the viewer in listening mode ‘all the time’? if not will a repeater do anything to help? Or perhaps if the option is not available then can we use a viewer from a different version that would have this option? Is the PcHelpWare viewer more sufficient then other (older) viewers?

3) how do I configure the server so that it removes the background upon connecting, is it a switch (option) on the “–connect “ command, and speaking of switches, is there a list of switches I can use with the –connect command when building the helpdesk.txt file?

4) the option to use a low color is only available when selecting it in the viewer? or can I configure the server to ‘always’ use a low color?

5) one of the big questions is “file transfer”, I couldn’t find any support for file transfer, have I overlooked something? or is this feature not included?

6) I configured “Balloons” in the helpdesk.txt file but its not happening on the server, here is what the Ballon section of my helpdesk.txt file looks like…
[BALLOON1TITLE]
Establishing direct connection ...
[BALLOON1A]
A Support Agent will assist you shortly.
[BALLOON1B]
If prompted by your firewall software, please ALLOW or GRANT ACCESS
[BALLOON1C]
to 'Abc Remote Support server for Win32'
[BALLOON2TITLE]
Connection active.
[BALLOON2A]
A Support Agent is now connected
[BALLOON2B]
to your computer.

Thanks loads

[YY]

Here is my experience regarding your problem.

1. I can't tell what went wrong of the viewer with your system, but I had the experience that the viewer crashed when working with a display card that not fully supporting DirectX9. You may try to click the "Disable directx" in viewer to see if this issue can be eliminated.

2. Yes, this can be done by clicking the "Auto Reconnect" in viewer.

3. So far I know this feature is not available in PcHelpWare.

4. I had never seen any document/post mentioning this setting can be configured at server (although this s/b possible if the developer like PHW working in this way).

5. PHW uses a COPY/PASTE style operation to implement files transfer.
When you select (highlight)any files/folder either at local pc or remote pc, press CNTL-ATL-C will copy these files/folder to clipboard of opposie side, and then use CNTL-V to paste elsewhere you like. This method can be operated from both direction.

6. I can't answer this question becuase I hadn't used SC-GUI server. Hope other users can help.