Remote assistance
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 license update
Updated licenses can be automatically downloaded and installed on the product. An updated license 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. The installer verifies whether a customer is allowed to install an update of the product.
A newly downloaded license is:
Announced to the customer.
Automatically installed on the local Floating License Server.
For a remote Floating License Server:
Specify the license folder on the remote computer. Share the license folder to install the new license file automatically.
The customer can copy the license file manually from the specified license path to the remote Floating License Server. Then, the customer can install the new license file manually.
The customer can verify the expiration date of the license and the maintenance period in the About box.
Click [System] - [Connectivity] - [Remote Service] - [General settings].
Enable the [Enabled] option.
There is no connection to the remote service back office when this option is disabled.
[Service organization ID:] and [Verification code:].
The ID and verification code identify your service organization. These settings are used to find your PRISMAdirect installation on the remote service website in the service organization.
The serial number is automatically retrieved from the license when the license server is configured correctly. To configure the license server, do:
Open the [Configuration] workspace.
Click [System] and select [License].
Define the proxy server settings.
You have to define the proxy server settings when you need special permissions for TeamViewer in your network.
[Automatically detect settings]
NOTE
Do not use this option when you want to allow remote assistance. Firstly, configure the settings of the proxy server manually using option [Enable proxy server]. Then do procedure "Allow remote assistance".
NOTE
Only use this option for automatic license update and automatic download of software updates.
The application detects the settings of your proxy server automatically. The proxy server settings as configured in your browser are used.
[Use proxy server]
Add the settings of the proxy server manually.
[Proxy URL:]
The hostname and port. For example: proxy.example.com:8080
[Proxy server authentication]
Use this option if the proxy server requires authentication.
[Proxy domain:]
The domain where the proxy server resides.
[Proxy user name:] and [Proxy password:]
The logon credentials for the proxy server.
Specify the license path:
Local Floating License Server
Type the license path. No further action required.
You have to refresh the web page when the license is installed.
Remote Floating License Server
Define a shared folder with the required rights:
Create and share the license folder on your remote Floating License Server. The [Remote service credentials:] user must have to following rights to the shared folder: Modify, Read, Write.
[Remote service credentials:]
The read-only text box displays the current remote service user. This user runs the Print ORS Service which offers the remote assistance functionality. Click [Test connection] to test if the defined user has Internet access.
You can change the user:
Click the [Change] button.
Select the domain and user name. Type the password. Letters in passwords must be typed using the correct case. The user must have Internet access.
Click the [OK] button.
The remote service user is changed.
Click [Test connection] to test if the defined user has Internet access.
If you don't want to create a shared folder, you can copy the license file manually.
The license file cannot be updated automatically because you have not created a shared folder. Therefore, an error message appears informing you that the license cannot be updated on the license server.
Click [System] - [Connectivity] - [Remote Service] - [General settings].
Scroll to the bottom of the dialog to section [Failed to update license on:].
This section appears when a license cannot be updated automatically.
Click the save icon to save the license file on your computer.
Copy the license file from your computer to the license folder on the remote Floating License Server.
Click [Save].
Verify whether the [Remote Service] connection has been established. A status icon is available in the top of the dialog:
Green light
The connection to the remote service back office is established.
Orange light
The connection to the remote service back office has failed.
When the service Print ORS Service is not running, the application cannot connect to [Remote Service].
Click [System] - [Services settings] - [Services].
Start the service Print ORS Service.
Preconditions for remote assistance:
Do procedure "Configure for automatic license update".
The [Proxy server settings] are configured.
Click [System] - [Connectivity] - [Remote Service] - [Remote assistance].
Enable the [Allow remote assistance] option.
Remote assistance by our organization is based on TeamViewer. The help desk employee can request to allow a remote desktop connection for remote assistance.
Click [Save].