Configure for automatic licence update and allow remote assistance

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.

Configure for automatic licence update

1. Enable option [Enable].

   There is no connection to the remote service back office when this option is disabled. Wait until the configuration options are activated.

2. Enable [Remote assistance]

   Do not use this option yet when you want to allow remote assistance. Firstly, configure the settings of the proxy server manually. Then do procedure "Allow remote assistance".

3. Click button [Remote Service].

4. [Service organisation ID:] and [Verification code]

   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 from the licence when the licence server is configured correctly. To configure the licence server, do:

   1. Open the [PRISMAprepare Administration].

   2. Select [Licences] and double click [Licences] in the right-hand pane.

   3. Click [Select licence server].

5. Define the proxy server settings when you need special permissions for TeamViewer in your network.

   1. [Detect proxy server automatically]

      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.

   2. [Enable proxy server]

      Add the settings of the proxy server manually.

      • [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.

      1. User name and password

         The logon credentials for the proxy server. Characters in passwords must be typed using the correct case.

      2. Domain

         The domain where the proxy server resides.

6. ['PRISMAprepare ORS service' credentials]

   The "PRISMAprepare ORS service" offers the remote assistance functionality. 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 remotely.

   1. Select [Other account].

   2. Type the user name and password. Characters in passwords must be typed using the correct case.

7. Click [Restart] to save your changes.

   The application restarts the "PRISMAprepare ORS service".

8. Verify whether the [Remote Service] connection has been established. The status is displayed below the feedback dialogue in dialogue [Remote Service]. The feedback dialogue displays additional information.

   When the service "PRISMAprepare ORS service" is not running, the application cannot connect to [Remote Service].

   1. Open the "Services" dialogue on the computer running PRISMAprepare.

   2. Start the service "PRISMAprepare ORS service".

Allow remote assistance

Preconditions for remote assistance:

• Do procedure "Configure for automatic licence update".

• The feature [Remote assistance] is installed. If required, run the setup of PRISMAprepare to install the [Remote assistance] feature.

• The [Proxy server settings] are configured.

1. Do procedure "Configure for automatic licence update".

2. Open the [PRISMAprepare Administration].

3. Select [Remote Service] in the left-hand pane, then double-click [Remote Service] in the right-hand pane.

   The Remote Service dialogue opens.

4. Enable [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.

5. Click [Save].