Setting up a "Remote Desktop Support Session"
Posted: November 13,
Modified: July 18, 2004
This page contains
information on how to set up a "Remote Desktop Support Session"
with our staff, so that we can help you with troubleshooting. It will
allow us to see your desktop, and interact with your computer while you
a remote desktop session, please be sure that you can recreate and demonstrate
the problem you are having.
This document assumes
you will be using a software package called UltraVNC to provide the session.
It works on all versions of Windows, and is quick and easy to set up.
We will be using the software in a "dial-out" mode, meaning
that you will initiate the support session. In addition to avoiding firewall
issues, this mode will prevent people from "dialing-in" and
interacting with your computer.
Note the software
is based on a project started by AT&T, but is now open-source. You
can download and install it for free.
AND INSTALL VNC
- Download and run the UltraVNC setup program: UltraVNC-100-RC18-Setup.exe.
- We recommend you use the settings pictured below during the relevant
installation step, although it is not required that you do.
- Once setup is
complete, start the program by clicking Start
- Right-click the
icon, and choose Properties.
- In the "WinVNC:
Current User Properties" window (partially seen below), type in
something in the password field and then uncheck Accept Socket
Connections. This step ensures that you must initiate a web
session, and other people are prevented from "dialing in"
to your computer. Press Ok.
THE SUPPORT SESSION
- If you cannot already
see the VNC
icon in the system tray, start the program by clicking Start
- Right-click the VNC
icon that shows up in your system tray, and select Add New Client.
- You will see a window like the one below. Type in the "host name"
given to you by your support representative.
- Ensure the representative
is ready for your "call", and then press OK.