In setting up a remote control session, the Agent eliminates gateway and port blocking problems by always initiating outbound connections from both the target machine and the administrator machine. Helper applications, unique to each supported remote control application, automatically determine the optimal routing path between the administrator machine and the target machine. If a direct connection is not possible then the helper applications route the remote control traffic through the VSA server on the same port used by the agents to check-in (default 5721).
Select user notification - Decide how you want to tell the user a remote control session of their machine is about to begin.
Silent - do not tell the user anything. Take control immediately and silently.
Notify - A dialog box notifies the remote user that the Administrator starting remote control.
Ask - ask user if it is alright to begin a remote control session. Remote control can not proceed until the user clicks the Yes button. If nothing is clicked after 1 minute, No is assumed and the VSA removes the dialog box from the target machine.
Initiate remote control simply by clicking the name of the target machine. Only client machines with the Available to remote control icon (see icon list below) can be remote controlled and will have live links; all others will be inactivated. Icons next to the client machine ID indicate current connection status for that machine.
Available to remote control
Remote control has been disabled by the user
The Agent is currently offline
The Agent has never checked in
Note: Users can disable remote control from the agent menu. You can deny users this ability by removing Disable Remote Control from the Agent menu.
Remote Control VSA Server - Click this link to remote control the VSA server itself. Since you can not install an agent on the same machine as a VSA Server is loaded, use this link to remotely administer your VSA server.
Enable verbose relay checkbox.
Remote control to machines behind firewalls and NAT gateways may be relayed through the VSA server. A helper application relays this traffic. Checking this box displays status information for the normally invisible relay application.
Some reasons for remote control failure are:
The administrator machine is blocking outbound traffic on the agent check-in port (default 5721). The firewall may need to be reconfigured.
The target machine is on a slow connection. Let the applications run longer than the timeout period and see if that works.
Wrong primary KServer address - Remote control can only connect through the primary KServer address. The agent can connect through either the primary or secondary address. Verify the remote machine can see the primary KServer address set in Check-in Ctl under the agent tab.