Video Streaming

The Video Streaming page establishes a remote control session between the VSA user's local machine and a machine without an agent. Use it to help someone quickly on an infrequent basis. If you plan to provide continuous support we recommend you install an agent.

The following conditions apply:

Video streaming sessions can only be initiated from a Windows-based machine.
The remote user must log into a URL after the user has started the video streaming session.
The remote user must have user privileges on the local machine.
Each VSA user can only initiate a single video streaming session at a time.

Set parameters for remote control sessions using Set Parameters. See Select Type for a description of the different types of remote control packages.

Note: Use Control Machine to remote control a target machine that has an agent.

Automatic Installation

If WinVNC, K-VNC or RAdmin are not installed on a machine and a remote control session is initiated using Control Machine or Video Streaming, then these packages are automatically installed. Installation does not require a reboot. Automatic installation takes up to an extra minute.

Automatic Uninstallation

When either side terminates the Video Streaming session, the remote server on the target machine uninstalls automatically, removing all remote control files and registry additions.

ActiveX Control

Remote control, video streaming, FTP and SSH can only be initiated from Windows OS machines. An ActiveX control automatically configures and runs the package for you. The first time you use any of these packages on a new machine, your browser may ask if it is OK to download and install this ActiveX control. Click yes when asked. If the ActiveX control is blocked by the browser from running, the user is presented with a link to manually download and run the package manually.

Helper Applications

In setting up a remote control or FTP session, gateway and port blocking problems are eliminated by always initiating outbound connections from both the target machine and the user machine. Helper applications, unique to each supported remote control or FTP package, automatically determine the optimal routing path between the VSA user machine and the remote machine. If a direct connection is not possible then the helper applications route the remote control traffic through the Kaseya Server on the same port used by agents to check-in (default 5721).

Remote Control Malfunctions

Some reasons for remote control failure—for target machines with and without an agent—are:

The remote machine is blocking outbound traffic on the agent check-in port (default 5721). The firewall may need to be reconfigured.
The remote machine is on a slow connection. Let the applications run longer than the timeout period and see if that works.
Anti-virus software on the remote machine may block the connection. This problem is eliminated if Endpoint Security protection is installed on the remote machine.
Wrong primary Kaseya Server address - Remote control can only connect through the primary Kaseya Server address. Machines with an agent can connect through either the primary or secondary address. Verify the remote machine can see the primary Kaseya Server address using Agent > Check-in Control.

Start

Click the Start button. Ask the remote user to display the http://<yourKServerURL>/gethelp.asp web page and click your user name to begin the video streaming session.

Enable verbose relay

Remote control or FTP of machines behind firewalls and NAT gateways may be relayed through the VSA server using a helper application. Checking this box displays a popup window with status information about the normally hidden helper application.

Select remote control package to use

The default remote control service uses WinVNC. See Select Type for a description of the different types of remote control packages.

WinVNC

K-VNC

Remote User

Specify the default HTML message seen by users when no administrator is waiting to help.

This is the message displayed if the remote user displays the http://<yourKServerURL>/gethelp.asp web page and no VSA user is logged into the Kaseya Server. After making changes to this message, click the Apply button to save it. Click Default to reset the message back to its default setting.