Remote assistance
Remote assistance is another component of the Remote Service. Remote assistance enables our organization to connect and support our customers remotely. Implementation is based on TeamViewer. The customer has to allow a remote desktop connection for the help desk employee.
Automatic licence update
Updated licences can be automatically downloaded and installed on the product from PRISMAprepare 6.2.0 onwards. An updated licence is downloaded and installed automatically when:
The customer extends the maintenance period.
The customer has bought optional features.
The customer has bought support for additional users.
Customers with a valid maintenance contract are entitled to software maintenance releases. From PRISMAprepare 6.2.0 onwards, the installer verifies whether a customer is allowed to install an update of the product. The customer is notified by a message at each refresh of the web page when:
The maintenance period date expires within 1 month. The customer can also verify the maintenance expiration date in the About box.
The licence expires within 1 month. The customer can also verify the expiration date in the About box.
The customer is notified at the login screen when the licence has expired.
A newly downloaded licence is:
Announced to the user when there are changes at feature level.
Automatically installed on the local Floating Licence Server.
For a remote Floating Licence Server, the customer has to either:
Define a shared folder with the required rights.
Copy the licence file manually.
Used within one minute after the installation of the licence.
There is no connection to the remote service back office when this option is disabled. Wait until the configuration options are activated.
Enable option [Allow remote assistance] for remote assistance. Remote assistance by our organization is based on TeamViewer. The help desk employee can request to allow a remote desktop connection for remote assistance.
The ID and verification code identify your service organisation. These settings are used to find your PRISMAprepare installation on the remote service website in the service organisation.
The serial number is automatically retrieved when the licence path is configured correctly.
You have to define the proxy server settings when you need special permissions for TeamViewer in your network.
[Detect proxy server automatically]
Use this option for automatic proxy server detection. The proxy server settings as configured in your browser are used.
NOTE
Do not use this option. Configure the settings of the proxy server manually.
[Enable proxy server]
Use this option when the automatic detection of the proxy server fails.
[Host name:]
Enter the hostname or IP address of the proxy server.
[Port:]
Enter the port number used by the proxy server.
[Proxy server authentication]
Use this option if the proxy server requires authentication.
User name and password
The logon credentials for the proxy server. Characters in passwords must be typed using the correct case.
Domain
The domain where the proxy server resides.
By default, the local system account runs the "PRISMAprepare ORS service".
It is recommended that you change the account that runs this service only when:
The [Floating Licence Server] is installed on a remote system.
The licence is located on a network path.
In this case, you have to use an account that is allowed to access the network path.
Select [Other account].
Type the user name and password. Characters in passwords must be typed using the correct case.
The dialogue closes.
[Connect].
The application tries to connect to the remote server of your service organisation.
[Restart].
The application restarts the "PRISMAprepare ORS service".
Go to the “Oce Remote Service” web site and use your credentials to log in.
You can connect to TeamViewer when “RDP” and “VPN” are visible. “RDP” and “VPN” should be visible within 5 seconds after you have logged in.
