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 licence update
Updated licences can be automatically downloaded and installed on the product. 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. The installer verifies whether a customer is allowed to install an update of the product.
A newly downloaded licence is:
Announced to the customer.
Automatically installed on the local Floating Licence Server.
For a remote Floating Licence Server:
Specify the licence folder on the remote computer. Share the licence folder to install the new licence file automatically.
The customer can copy the licence file manually from the specified licence path to the remote Floating Licence Server. Then, the customer can install the new licence file manually.
The customer can verify the expiration date of the licence and the maintenance period in the About box.
Click [System] - [Connectivity] - [Remote Service] - [General settings].
Enable option [Enabled].
There is no connection to the remote service back office when this option is disabled.
[Service organisation ID:] and [Verification code].
The ID and verification code identify your service organisation. These settings are used to find your PRISMAdirect installation on the remote service website in the service organisation.
The serial number is automatically retrieved from the licence when the licence server is configured correctly. To configure the licence server, do:
Open the [Configuration] workspace.
Click [System] and select [Licence].
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 licence 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 licence path:
Local Floating Licence Server
Type the licence path. No further action required.
You have to refresh the web page when the licence is installed.
Remote Floating Licence Server
Define a shared folder with the required rights:
Create and share the licence folder on your remote Floating Licence 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 button [OK].
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 licence file manually.
The licence file cannot be updated automatically because you have not created a shared folder. Therefore, an error message appears informing you that the licence cannot be updated on the licence server.
Click [System] - [Connectivity] - [Remote Service] - [General settings].
Scroll to the bottom of the dialogue to section [Failed to update licence on:].
This section appears when a licence cannot be updated automatically.
Click the save icon to save the licence file on your computer.
Copy the licence file from your computer to the licence folder on the remote Floating Licence Server.
Click [Save].
Verify whether the [Remote Service] connection has been established. A status icon is available in the top of the dialogue:
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 licence update".
The [Proxy server settings] are configured.
Click [System] - [Connectivity] - [Remote Service] - [Remote assistance].
Enable option [Allow 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.
Click [Save].