NetSupport Manager

Manual – Version 14.00

NetSupport Manager v14.00

reserved.

The Information in this document is subject to change without notice.

NetSupport Ltd. reserves the right to revise this document and to

make changes from time to time in the content hereof without

obligation to notify any person or persons of such revisions or

changes.

The software described in this document is supplied under a licence

agreement and is protected by international copyright laws. You may

copy it only for the purpose of backup and use it only as described in

the Licence agreement.

Any implied warranties including any warranties of merchantability or

fitness for a particular purpose are limited to the terms of the express

warranties set out in the licence agreement.

reserved.

Trademarks

NetSupport is a registered trademark of NetSupport Ltd.

Windows, Windows 2003/2008, XP, Windows Vista, Windows 7,

Windows 8/8.1, Windows Server 2012, Windows 10 and Windows 11

are trademarks of Microsoft Corporation.

IBM is a registered trademark of International Business Machines

Corporation.

NetWare is a registered trademark of Novell Inc.

Other products, trademarks or registered trademarks are the

property of their respective owners.

NetSupport Manager v14.00

Software Licence Agreement

Please read this agreement before using your copy of NetSupport Software. This is a legal agreement

between you and NetSupport Ltd. If you do not wish to be bound by the terms of this licence

agreement you must not load, activate or use the software.

TERM: Subject to termination under Termination Clause below the licence shall be perpetual.

GRANT OF LICENSE: Subject to the payment of the applicable license fees, and subject to your

abidance by the terms and conditions of this agreement, NetSupport Ltd hereby grants to you a non-

exclusive, non-transferable right to use one copy of the specified version of the software which you

have acquired.

USE: The software is licensed with volume use terms specified in the applicable order

acknowledgement, product invoice, license certificate or product packaging. You may make, install and

use as many additional copies of the software on the number of devices as the terms specify. You

must have a reasonable mechanism in place to ensure that the number of devices on which the

software has been installed does not exceed the number of licenses you have obtained.

SERVER USE: To the extent that the applicable order acknowledgement, product invoice, product

packaging or license certificate sets forth, you may use the software on a device or on a Server within

a multi-user or networked environment ("Server Use"). A separate license is required for each device

or "seat" that may connect to the software at any time, regardless of whether such licensed devices or

seats are connected to the software concurrently, or are actually using the software at any particular

time. Your use of software or hardware that reduces the number of devices or seats that connect to

and use the software directly or simultaneously (e.g., "multiplexing" or "pooling" software or hardware)

does not reduce the number of licenses required. Specifically, you must have that number of licenses

that would equal the number of distinct inputs to the multiplexing or pooling software or hardware "front

end"). If the number of devices or seats that can connect to the software can exceed the number of

licenses you have obtained, then you must have a reasonable mechanism in place to ensure that your

use of the software does not exceed the use limits specified for the license you have obtained.

backup purposes. The software is licensed to you, but not sold to you.

RESTRICTIONS: Neither you nor any reseller may rent, lease, sell licensed copies [on approval], or

otherwise transfer the right to use this software to another person, except that you may sell or give

away your original copy, as long as you do not keep any copies. The software may not be modified,

disassembled or reverse engineered except with the prior written consent of NetSupport Ltd.

LIMITED WARRANTY: NetSupport Ltd warrants that the software will perform substantially in

accordance with the accompanying documentation for a period of ninety (90) days from the date of

purchase. NetSupport's entire liability and your exclusive remedy shall be either a) the replacement of

the defective software or b) return of the price paid. This remedy shall be at NetSupport's option and

subject to proof of purchase from an authorised source.

Any implied warranties including any warranties of quality or fitness for a particular purpose are limited

to the terms of the express warranties. NetSupport Ltd. shall not in any event be liable for loss of

profits, data or information of any kind or for special, incidental, consequential, indirect or other similar

damages arising from any breach of these warranties or use of the software even if they have been

advised of the possibility of such damages. Some countries do not allow the limitation or exclusion of

incidental or consequential damages, so the above limitation or exclusion may not apply to you. This

warranty does not affect your statutory rights, and you may have other rights that vary from country to

country. In any event NetSupport's maximum liability shall not exceed the price paid by the end-user /

licensee.

TERMINATION: You may terminate this licence and this Agreement at any time by destroying the

program and its documentation, together with any copies in any form.

NetSupport Manager v14.00

NetSupport Ltd. may terminate this licence forthwith by notice in writing to you if you commit any

serious breach of any term of this licence and (in the case of a breach capable of being remedied)

shall have failed within 30 days after receipt of a request in writing from NetSupport Ltd. so to do, to

remedy the breach (such request to contain a warning of NetSupport's intention to terminate). Upon

termination you will destroy or return to NetSupport Ltd the original and all copies of the software and

will confirm in writing to NetSupport Ltd that this has been done.

SUPPORT: If you have a problem with the installation of the software you should in the first instance

contact your supplier. You can separately purchase support and maintenance which will also cover the

supply of enhancements and upgrades.

GOVERNING LAW: This agreement shall be governed by the laws of England.

NetSupport Manager v.14.00 
 
 
5 
Contents 
Welcome to NetSupport Manager .................................................. 11 
Conventions used ................................................................... 12 
Terminology used ................................................................... 12 
About NetSupport Manager ........................................... 13 
Features .................................................................................... 14 
Installation ................................................................... 19 
Planning an installation ............................................................... 20 
System requirements .................................................................. 21 
Starting the installation ............................................................... 23 
NetSupport Manager setup program ......................................... 24 
NetSupport Licence Agreement ................................................ 24 
Licence information ................................................................ 24 
Select Setup Type .................................................................. 25 
Custom Setup ........................................................................ 26 
Ready to install ...................................................................... 28 
Installation complete .............................................................. 28 
Existing installation detected ................................................... 29 
Uninstalling NetSupport Manager .................................................. 30 
Evaluation kit ............................................................................. 30 
Advanced installation .................................................... 31 
Creating an administrative (network) installation ............................ 32 
Silent/unattended installations ..................................................... 33 
Install Configuration Options dialog .......................................... 34 
NetSupport Manager Deploy – NetSupport Manager’s Remote Install 
Utility ........................................................................................ 37 
Deploying on Windows XP and above ........................................ 39 
How does NetSupport Manager Deploy work? ............................ 40 
What are the requirements? .................................................... 40 
Starting NetSupport Manager Deploy ........................................ 40 
Preparing a deployment routine ............................................... 42 
Deploy a NetSupport Manager package ..................................... 43 
Deploy a Client Configuration ................................................... 47 
Deploy a NetSupport Manager licence file .................................. 48 
Remote uninstall .................................................................... 49 
Pre-define settings for a future deployment ............................... 51 
Log files ................................................................................ 52 
Installing NetSupport Manager on a Mac based system ................... 53 
Installing and configuring NetSupport Manager on Google Chrome OS 
devices ...................................................................................... 54 

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Installing and configuring the NetSupport Manager Android Client .... 56 
Using the Control .......................................................... 59 
Starting the NetSupport Manager Control ...................................... 60 
The Control window .................................................................... 61 
Quick access bar .................................................................... 64 
Tree view .............................................................................. 65 
List view ............................................................................... 69 
Status bar ............................................................................. 71 
Finding Clients ........................................................................... 73 
Connecting to Clients .................................................................. 76 
Connecting to Clients using PIN Connect ................................... 77 
Quick Connect ....................................................................... 79 
Connecting to Clients on different protocols ............................... 80 
Configuring the NetSupport Manager Control for subnet browsing 81 
NetSupport Connectivity Server .................................................... 84 
NetSupport Connectivity Server Console ................................... 84 
Connecting to Clients/Controls via a NetSupport Gateway ........... 86 
Set up Load Balancing Connectivity Servers ............................ 105 
Setting up and using two-factor authentication ............................. 107 
Connecting through firewalls and proxy servers ............................ 110 
Implementing NetSupport Manager in a Terminal Server environment112 
Intel vPro support ..................................................................... 113 
Searching for Clients ................................................................. 115 
Disconnecting a Client ............................................................... 116 
Disconnecting all Clients........................................................ 116 
Client automatic login ............................................................... 117 
Client automatic update............................................................. 118 
Power management – Power on/power off ................................... 119 
Client power on .................................................................... 119 
Client power off ................................................................... 120 
Rebooting or logging out Clients ................................................. 121 
Sending Ctrl+Alt+Delete ........................................................... 122 
Viewing Clients ......................................................................... 123 
The View Window ................................................................. 124 
View Modes ......................................................................... 126 
Viewing multiple Client screens simultaneously ........................ 127 
Blanking the Client’s screen while viewing ............................... 128 
Viewing a Client full screen .................................................... 128 
Scale to Fit Mode.................................................................. 128 
Displaying the View settings for a Client .................................. 129 
Scanning ................................................................................. 130 

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Scan one Client screen at a time ............................................ 130 
Scanning multiple Client screens ............................................ 131 
To end the scan ................................................................... 131 
The Scan window ................................................................. 132 
Screen Capture ........................................................................ 135 
Thumbnail View/Monitor Mode .................................................... 136 
Grouping Clients in the List view ................................................. 137 
Launching applications .............................................................. 138 
User Defined Tools .................................................................... 143 
Showing the Control screen to Clients ......................................... 145 
Showing a Client screen to Clients .......................................... 149 
Show Application .................................................................. 150 
Audio support........................................................................... 151 
Audio announcements ........................................................... 152 
Adjusting microphone and speaker volume .............................. 153 
Video Player support ................................................................. 154 
Video Player control panel ..................................................... 156 
Replay files .............................................................................. 158 
Recording local activity ......................................................... 158 
Recording replay files at Client PCs ......................................... 159 
Watching recorded replay files ............................................... 160 
Showing replay files to Clients ............................................... 161 
File Transfer ............................................................................. 162 
The File Transfer window ....................................................... 162 
Arranging multiple File Transfer windows ................................ 165 
Applying a filter to files in List view ........................................ 165 
Changing the View format in the File Transfer window .............. 166 
Changing the sort orders in a File Transfer window ................... 167 
Transferring files and folders ................................................. 168 
Managing files and folders ..................................................... 169 
Print File Transfer list ............................................................ 172 
Synchronising folders............................................................ 172 
File Distribution ........................................................................ 173 
The File Distribution window .................................................. 173 
Distributing files ................................................................... 176 
File Manager ............................................................................ 178 
The File Manager window ...................................................... 178 
Managing files on the Control workstation ............................... 180 
Control/Client Chat sessions....................................................... 182 
Disable Chat sessions ........................................................... 185 
Sending messages to Clients ...................................................... 186 
Dealing with help requests ......................................................... 187 

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Capturing a Client’s printed output .............................................. 189 
Remote clipboard ...................................................................... 190 
Integration with Explorer ........................................................... 192 
Remote Command Prompt ......................................................... 194 
PowerShell window ................................................................... 196 
Using the Client ........................................................... 199 
The Client Information window ................................................... 200 
Disconnecting from a Control ................................................. 202 
Raising a help request .......................................................... 203 
Chatting to a Control workstation ........................................... 203 
Receiving messages from a Control workstation ....................... 204 
Configuring the Client ................................................. 205 
Configuring the Client ............................................................... 206 
Editing or creating configuration files .......................................... 208 
Basic Client configuration........................................................... 211 
Advanced Client configuration .................................................... 212 
Connectivity options .................................................................. 214 
Set TCP/IP connection .......................................................... 215 
Set IPX connection ............................................................... 216 
Set NetBIOS connection ........................................................ 217 
Set HTTP connection ............................................................. 218 
PIN Server .......................................................................... 220 
Dial in Bridge settings ........................................................... 221 
Advanced setting ................................................................. 223 
Security options ....................................................................... 224 
General settings ................................................................... 224 
Access Privileges (basic) ....................................................... 226 
Access Privileges (advanced) ................................................. 228 
User Validation .................................................................... 231 
User Acknowledgement options .............................................. 234 
Enable Smartcard logon ........................................................ 236 
Connect options ................................................................... 237 
Disconnect options ............................................................... 239 
Protect Configuration settings ................................................ 241 
File Transfer settings ............................................................ 242 
Replay Files settings ............................................................. 243 
Event Logging ...................................................................... 245 
Remote Control options ............................................................. 248 
View settings ....................................................................... 248 
Show settings ...................................................................... 251 
Audio settings ...................................................................... 252 

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Client Interface options ............................................................. 254 
Client settings ...................................................................... 254 
Help Request settings ........................................................... 256 
Customisable Text ................................................................ 258 
Profile Options .......................................................................... 259 
Terminal Services settings ......................................................... 260 
Advanced options ..................................................................... 261 
Configuring the Control ............................................... 262 
Configuring the Control ............................................................. 263 
Multiple Control profiles ............................................................. 265 
Adjusting Client settings for a Control session .......................... 266 
General settings ....................................................................... 267 
Connectivity options .................................................................. 268 
Set TCP/IP connection .......................................................... 268 
Set IPX connection ............................................................... 271 
Set NetBIOS connection ........................................................ 272 
Set HTTP connection ............................................................. 273 
PIN Server .......................................................................... 274 
Remote Dialup settings ......................................................... 275 
Advanced settings ................................................................ 277 
Security options ....................................................................... 278 
Security settings .................................................................. 278 
Event Logging ...................................................................... 280 
Replay Files ......................................................................... 281 
User Permissions .................................................................. 282 
Remote Control settings ............................................................ 284 
View Settings....................................................................... 284 
Keyboard/Mouse settings ...................................................... 288 
Print Capture settings ........................................................... 290 
Audio settings ...................................................................... 293 
Control Interface settings .......................................................... 294 
Interface settings ................................................................. 294 
Functions ............................................................................ 297 
Help Request settings ........................................................... 299 
Show settings .......................................................................... 300 
File Transfer settings ................................................................. 302 
Startup settings ........................................................................ 305 
vPro ........................................................................................ 307 
File Location settings ................................................................. 308 
Managing and organising Clients ................................. 310 

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Add a new Client ...................................................................... 311 
Delete a Client ......................................................................... 312 
Renaming a Client .................................................................... 312 
Setting Client properties ............................................................ 313 
Creating a new group ................................................................ 315 
Adding/removing Clients in a group ............................................ 316 
Setting group properties ............................................................ 317 
NetSupport Scripting ................................................... 318 
NetSupport Scripting overview ................................................... 319 
Starting the Script Editor ........................................................... 320 
Creating a simple script ............................................................. 320 
Scheduling and running a script .................................................. 321 
Technical reference ..................................................... 322 
Unloading a NetSupport Manager Client ....................................... 323 
Restarting a Client .................................................................... 323 
Using compression effectively .................................................... 324 
Using cache effectively .............................................................. 324 
Remote inventory and system information ................................... 326 
Display the inventory for the selected Client ............................ 326 
The Inventory window .......................................................... 327 
Running the Task Manager .................................................... 330 
The Task Manager window..................................................... 330 
Edit Registry window ................................................................. 333 
Using NetSupport Manager’s Security features effectively .............. 336 
Understanding IP addresses ....................................................... 338 
Using command line instructions ................................................ 340 
Integration with Active Directory ................................................ 343 
Smartcard support .................................................................... 345 
Using NetSupport Manager over the internet ................................ 346 
Contacting NetSupport ................................................ 347 

NetSupport Manager v.14.00

Welcome to NetSupport Manager

NetSupport Manager continues to lead the way with innovative

features to aid in remote PC management. From a desktop, laptop,

tablet or smartphone, monitor multiple systems in a single action,

deliver hands-on remote support, collaborate and even record or play

back sessions. When needed, gather real-time hardware and software

inventory, monitor services and even view system config remotely to

help resolve issues quickly.

Designed to operate over your LAN, WAN or the internet, securely

and without the need for firewall configuration, NetSupport Manager

provides a single, high speed solution for the remote management of

multi-platform computers, without the need for a third-party service

or ongoing subscription costs – making it the perfect tool of choice for

any IT team.

NetSupport Manager offers comprehensive multi-platform support

from Windows, Mac, iOS and Android to any Windows, Android, Mac,

Linux (legacy) and Chrome OS devices.

This user manual contains instructions for installing and running

NetSupport Manager.

NetSupport Manager v14.00

Conventions used

The following logical and easy to understand conventions are

used in this manual:

• Step-by-step instructions, which should be performed in

sequence, are shown as numbered paragraphs beneath a clearly

stated, ‘How to Do’ heading.

• As there is often more than one way of carrying out a task, you

will find ‘Or’ options also included.

• Additional tips or explanatory notes regarding these instructions

are enclosed in a border under the heading ‘Note’.

Terminology used

Control

The ‘Control’ is the workstation or device that shows

to or views/takes over the Client.

Client

The ‘Client’ is the workstation or device that is being

shown to, viewed or taken over.

Available

Client

When the NetSupport Client program has been

installed on a workstation, it becomes available for

connection by a Control. A Client must be available

before a Control can connect to it.

Selected

Client

When a connected Client is selected, a "one to one"

session is established. A Control can then view,

show or send a message etc. to that Client only. A

Control can also watch, control or share the selected

Client's screen, keyboard and mouse. A Control can

switch between multiple Clients, making each of

them, in turn, the selected Client.

Connected

Client

All available Clients or groups of Clients can be

chosen for simultaneous connection. A Control can

only remote control a Client to which they are

connected.

Known

Clients

Having connected to Client machines, NetSupport

stores a list of Clients in the All Computers folder

in the Tree view. These are Known Clients.

NetSupport Manager v.14.00

About NetSupport Manager

In this chapter …

You will be introduced to the main features and benefits of

NetSupport Manager.

NetSupport Manager v14.00

Features

NetSupport Manager contains a wealth of features to assist you to

train, support, monitor and manage Clients.

Environment

• Browse, locate and connect to all systems across your LAN, WAN

or over the internet.

• Install on Client workstations without the need to visit the

individual machines using NetSupport Manager’s Remote

Deployment utility.

• Connect over TCP/IP or HTTP protocols (legacy support provided

for IPX and NetBIOS).

Remote control

Watch, Share or Control the screen, keyboard and mouse of a Client,

irrespective of colour resolution, network protocol or operating

system.

Monitor Mode

The Monitor Mode feature allows a user to display a thumbnail view of

all connected Client workstations simultaneously. The size of these

thumbnails can be adjusted to suit. In addition, the user can mouse

over a specific thumbnail for an expanded view of each selected PC.

View

View more than one Client screen at the same time, or sit back and

watch each connected Client screen in Scan mode. The ability to

record the activity on a Client workstation while it is remotely

controlled, capture a Client’s print output and cut and paste between

workstation applications comes as standard.

Scan

Scan multiple systems, cycle through one or multiple workstations

displaying their screens on the Control workstation.

Auto-grouping of remote systems

The Control Tree view provides an instant overview of your IT

infrastructure by grouping the remote systems based on pre-defined

criteria such as platform and operating system. For example, you can

easily identify machines running a particular Windows OS. This is

particularly helpful when planning upgrades or the rollout of new

technology. You can also create custom groups to reflect your

company structure.

NetSupport Manager v.14.00

Geolocation

When a user connects to a remote PC, if enabled, the location of the

device will be calculated based on its external details.

This information allows NetSupport Manager to provide an

approximate location of each remote device, displaying the town,

state and country (with supporting flag) within the Control

application. Devices are automatically grouped by country for easier

management. The feature can be enabled or disabled at both the

Control and Client or simply managed via Group Policy.

Show

Show your screen, a selected monitor or just a selected application,

video or replay file to any number of connected computers for real-

time instruction.

Chat

Conduct a two-way chat session in real-time between the Control and

one or more users.

Message

Send a message to one or more chosen Clients, or even broadcast to

all Clients on the network.

Annotate tools

Annotate your screen with a range of drawing tools during a Remote

Control session or Show session to highlight areas of focus for an end

user or to aid in your presentation or training.

Screen capture

Capture screenshots during a session for future reference.

Screen recording

Record screen activity to a video “replay file” for training or security.

Support tools

Remote inventory and system information

A user can obtain a real-time view of the hardware and software

installed on each remote PC workstation directly from within their

NetSupport Control. NetSupport Manager collects a wealth of

information, specifically about the hardware or environment of each

PC. In addition, a full software inventory of current installed

applications is provided as well as all installed OS hotfixes. To aid

further in remote support and diagnostics, a user can also remotely

NetSupport Manager v14.00

view and, security permitting, control applications in memory, all

processes running and currently installed services.

Power management

Remotely power on/off, log on/off and reboot Client workstations to

minimise power consumption.

Request help

Users can create help requests that can be directed to all or specific

Control systems based on custom criteria.

Multimedia

NetSupport Manager provides full audio and video support.

Launch commands

A local command prompt and a PowerShell window can be launched

allowing you to execute commands at Clients.

Registry edit

Remotely edit the registry of a remote system.

Scripting and scheduling

NetSupport Manager includes a powerful integrated Scripting

Language and Scheduler that allows you to automate repetitive tasks

from the NetSupport Manager Control and run them at a time when

most convenient to you.

Move information

File transfer and distribution

Transfer files between workstations using a simple drag and drop

interface. Directories can be automatically synchronised on two

workstations and appropriate file types can be edited. NetSupport

Manager utilises intelligent Delta File Transfer to reduce data transfer

times when overwriting files that already exist, by checking individual

blocks of data within a file and only transferring changed data.

Moving files from one PC to another may be useful, but the real

benefits come with NetSupport Manager’s ability to copy files from

one PC to many in a single action – or “File Distribution”.

NetSupport Manager also features live folders. When initiating a file

transfer to a remote PC, the path to any open folders (Explorer

windows) on its desktop is displayed at the top of the file transfer

view to ease quick selection.

NetSupport Manager v.14.00

Launch applications

Remotely launch applications on remote computers.

Connectivity

• Dynamically find and list all Clients on the network.

• Define a range of subnets for extended network browsing

capabilities locally.

• Connect directly to known computers by PC name, DNS name or

network address.

• Connect via a database of known Clients.

• Discover and connect to any number of devices in real time

across differing environments.

• Connect to machines that have Intel vPro capability.

Utilising the internet

Delivering seamless remote control between PCs that may be located

behind different firewalls, the NetSupport Connectivity Server module

provides a stable and secure method for NetSupport-enabled systems

to locate and communicate via HTTP. The NetSupport Manager

Gateway component needs to be installed on a PC allocated with a

static IP and accessible to both Control and Client PCs, even though

both the Control and Client systems will be securely located behind

their respective firewalls. The Gateway will only allow connections

from computers using the same Gateway security key.

PIN connect

Allows a technician to locate a user anywhere across the enterprise

instantly, simply by both parties entering a matching and unique PIN

code. Rather than browsing to discover the user's PC and needing to

know their PC name, address details etc, the PIN process allows both

parties to handshake seamlessly. The new PIN Server module can run

alone or alongside the Gateway module and is included as standard

with NetSupport Manager.

Security

NetSupport Manager provides an exceptional range of security

options to meet all needs, including:

• Password protection of all systems.

• User acknowledgement (User must be present and authorise each

inbound connection request).

• Data encryption – configurable from 56-bit DES to 256bit AES.

• Set unique security keys on both Control and Client.

NetSupport Manager v14.00

• Limit connectivity by user account or originating IP address and

control HTTP access based on the IP address (only allow

connections from known locations).

• Record and replay remote control sessions to keep a history of all

activity during a session.

• Dialback security for dial-up connections.

• Disable file transfer or specific files and directories.

• Allow a Control to Watch only.

• Auto logout of a remote system on disconnect (avoids a system

being mistakenly left in a logged in state).

• User-defined Inactivity Timeout on open connections.

• Centrally deploy and manage security configurations from a single

location.

• Integrates with existing NT user profiles and security.

• Integrate directly with Active Directory profiles for user

validation.

• Supplied with Active Directory templates to enable system-wide

compliance with pre-defined Client configurations.

• Profiled functionality – allow different functionality to be available

depending on the authenticated user making a connection.

• Full event and history logs including integration with OS event

logs.

• Smartcard support - any login performed on the Control PC is re-

directed and applied on the Client PC.

• Smartcard authentication - user validation for connections

supports authentication using a Smartcard PIN as well as the

existing remote login support.

NetSupport Manager v.14.00

Installation

In this chapter …

How to install the required NetSupport Manager components

on your Windows-based PCs.

NetSupport Manager v14.00

Planning an installation

Installing NetSupport Manager is exceptionally easy and you should

be up and running within a very short time.

Decide what functions to install

On the workstation from which you will remote control other PCs and

devices, you will need to install the Control.

On every machine or device that you wish to connect to, you will

need to install the Client.

Decide whether you need to customise your installation with

advanced NetSupport Manager features, such as using Scripting and

Deploy, or using the machine as a Gateway.

Also supplied with NetSupport Manager is the NetSupport School

training tool. This provides trainers with the ability to instruct and

visually/audibly monitor, as well as interact with their trainees,

individually, as a pre-defined group or to the whole class.

Decide what network protocol to use

Decide what networking protocol you have available on the

workstation. NetSupport Manager supports TCP/IP and HTTP and

provides legacy support for IPX and NetBIOS.

While NetSupport is multi-protocol, which means that the same

Control can connect to Clients running on different protocols, you

must choose a default. You can change this later.

Note: By default, the Control will be configured to use TCP/IP. If

you are using a different protocol, you must configure this

the first time you start the Control.

You are now ready to install NetSupport Control and Client programs.

For details of how to install on:

Mac machines, refer to Installing NetSupport Manager on a Mac-

based system.

Google Chrome, refer to Installing a NetSupport Client on Google

Chrome devices.

Android devices, refer to Installing a NetSupport Manager Android

Client.

NetSupport Manager v.14.00

Note: NetSupport Manager provides support for Windows 64 bit on

Intel EM64 and AMD64 platforms. The NetSupport Manager

Windows Installer can be used to install the NetSupport 64 bit

Client. For further information, please visit

www.netsupportsoftware.com/support

System requirements

Some areas of NetSupport’s functionality rely on the presence of

certain files/applications; please ensure these are available before

installing NetSupport Manager:

PC requirements:

Windows 11, Windows 10, Windows 8/8.1 (32bit and 64 bit),

Windows Server 2022, 2019 and 2012, Windows 7* (32bit and

64bit), 2008 (32bit, 64 bit and R2), Vista (32bit and 64 bit) and 2003

(Service Pack 1).

* For the NetSupport Manager Control to run on Windows 7, Aero

needs to be enabled. Choose Start > Control Panel. In the

Appearance and Personalization section, click Customize Color.

Choose Windows Aero from the Color Scheme menu and then click

OK.

TCP/IP, HTTP or legacy (IPX and NetBIOS).

NetSupport Manager offers full integration with thin and zero Client

environments as well as compatibility with MultiPoint, MultiSeat and

virtual desktop environments from WYSE Technologies, Microsoft, HP,

NComputing (X-series and L-series), MiniFrame (SoftXpand) and

many others.

Mac requirements:

The NetSupport Manager macOS Control runs on macOS 10.15

(Catalina) and above.

The NetSupport Manager Client for macOS is available on macOS

10.14 (Mojave) and above.

Mobile Control:

The NetSupport Manager Mobile Control for iOS and Android provides

mobile remote control for existing NetSupport Manager remote

control users from any iPad, iPhone, iPod, Android Tablet and

smartphone or Kindle Fire.

NetSupport Manager v14.00

The NetSupport Manager Mobile Control is available for free download

from appropriate App Stores. Visit

www.netsupportmanager.com/mobile.asp for more information.

Android Client app:

The NetSupport Manager Client for Android can be installed on each

Android device (5 or later) and connected from the Windows Control

(12.5 or above).

Chrome OS Client:

For use in an existing or new NetSupport-managed environment, the

NetSupport Manager for Chrome Client extension can be installed on

each Chrome OS device. From the Control, you can then connect to

each system, enabling you to monitor the screens and interact with

each Chrome OS device quickly and efficiently.

Legacy platform support

Legacy support is provided for the following platforms:

Windows NT4, Windows 2000, Windows XP and Windows 2003 (pre

Service Pack 1).

Mac:

The NetSupport Manager Mac Client supports macOS version 10.9 –

10.13 and later on Intel platforms.

Linux requirements:

At the time of release, the NetSupport Manager Linux Client supports:

OpenSUSE 11.2 and later, SUSE Enterprise 11, SUSE Enterprise

Server 11, Ubuntu/Edubuntu 9.04 and above, Debian 5 and 6, Red

Hat Enterprise Linux 6, Linux Mint 9 and above and Fedora 12 and

above.

Desktop Managers: GNOME, KDE, Unity 2D, Ubuntu Classic (No

Effects Only), MATE and Cinnamon.

Pocket PC:

Operating system: Pocket PC 2003 or Windows Mobile 2003 and

above.

Processor: Strong ARM processors.

ActiveSync / Wi-Fi wireless LAN capabilities.

Device RAM: 32Mb (64Mb recommended).

Storage: Minimum 2Mb, full installation 10Mb required.

NetSupport Manager v.14.00

Windows CE:

Operating System: Windows CE 4.2 or above.

Processor: Strong ARM processors, X86 Compatible.

ActiveSync capabilities.

Device RAM: 32Mb (64Mb recommended).

Storage: 5Mb free space required.

Note: An earlier version of NetSupport Manager may be required on

these platforms and can be downloaded from

www.netsupportmanager.com/downloads.asp

Starting the installation

Download your copy of NetSupport Manager from

www.netsupportmanager.com/downloads.asp

Click the appropriate language from the menu and select the option

to install NetSupport Manager.

Select which installer to use: setup.exe or MSI file. If an Active

Directory deployment is required, you will need to install using the

MSI file.

Notes:

• If you are upgrading your Windows operating system, you must

ensure that you uninstall NetSupport Manager prior to

upgrading. NetSupport Manager can then be re-installed once

the operating system upgrade has been completed.

• When installing, make sure that you are logged in as an

Administrator.

NetSupport Manager v14.00

NetSupport Manager setup program

The setup program Welcome screen will appear.

Click Next to continue.

NetSupport Licence Agreement

The NetSupport Licence Agreement will be displayed. Please read the

Licence Agreement carefully and select “I accept the terms in the

Licence Agreement” and click Next to continue.

If you reject the Licence Agreement (“I do not accept the terms in the

Licence Agreement”), click Cancel. NetSupport Manager will not be

installed and you will be directed to exit from the install program.

Licence information

Select Register and enter the NetSupport Manager licence details

you have been provided with.

If you are evaluating NetSupport Manager, select 30-day evaluation

and click Next.

NetSupport Manager v.14.00

Select Setup Type

Choose the setup type to install on the workstation.

• Typical

Installs all the components that a Control user would generally

need. Excludes the Gateway and NetSupport School components.

See below for a description of each NetSupport Manager

component.

• Client

Installs the Client software. This feature should be installed on

workstations to be remote controlled.

• Custom

Enables you to individually select the mix of components that are

appropriate for the workstation.

Click Next to continue.

NetSupport Manager v14.00

Custom Setup

If you have chosen to perform a Custom Setup, you will be able to

select the required components individually to suit the requirements

of each workstation.

Client

Install this component on workstations you want to remote control.

Student

Installs the Student component of NetSupport's training tool,

NetSupport School.

Configurator

Client settings and security are established using the Client

Configurator. Basic settings can be entered at the end of the

installation process but to set more advanced options, install the

Configurator component.

Control

Install this component on workstations that will be taking control of

Client workstations. It is recommended that the Client component is

also installed in order to use the full range of NetSupport Manager

functions, for example, Show.

NetSupport Manager v.14.00

Tutor

Installs the Tutor component of NetSupport's training tool,

NetSupport School.

Tech Console

Installs the Tech Console component of NetSupport School. This

provides lab technicians and network managers with the main

NetSupport School features.

Gateway

NetSupport Manager’s Gateway feature provides a means of

connecting Clients and Controls across the internet, thus delivering

web-based remote control without the need for modifications to

existing Firewall configurations. There is no direct connection between

the Client and Control; all data is passed via the Gateway. The

Gateway component can, therefore, be installed independently of the

Control and Client. If you choose to install the Gateway component,

the Gateway Configuration dialog will appear after the installation has

finished.

Note: The Gateway can't be installed on a machine that has the

NetSupport DNA Local (Server) Gateway installed on it.

PIN Server

Installs NetSupport Manager's PIN Server. The PIN Server provides

the central point where a unique PIN code is created when using the

PIN Connect feature.

Remote Deployment Utility (supported on Windows XP and

above)

The NetSupport Manager Deploy utility enables you to perform

multiple NetSupport Manager installations without the need to visit

each individual workstation. See the NetSupport Manager Deploy

section of this manual for more information.

Scripting

Install NetSupport Manager’s integrated Scripting and Scheduling

suite. Create scripts to automate manual tasks and schedule them to

run at specific times. Ideal for overnight updates. See the NetSupport

Manager Scripting section of this manual for more information.

NetSupport Manager v14.00

Install Desktop Icons

Choose whether to create desktop icons, e.g. for the NetSupport

Manager Control, the NetSupport School Tutor or the NetSupport

School Tech Console, to allow easy access to the programs.

Install Start Menu Icons

Choose whether to create Start menu icons for the components you

are installing.

Note: NetSupport Manager provides exceptional multimedia

support. The NetSupport Manager Video Player enables you

to run video files on Client workstations, enhancing training

sessions and demonstrations. This is installed by default with

the Tutor component.

Install to:

By default, NetSupport Manager will be installed in the folder

C:\Program Files\NetSupport\NetSupport Manager. If you want to

install in a different folder, click Change.

Click Next to continue.

Ready to install

To start the installation, click Install. To change any of the previous

selections, click Back. To quit the installation, click Cancel.

Note: If you have elected to install a Client, setup will make the

required amendments to your System.ini and/or registry to

load the Client as Windows initialises. NetSupport Manager

will not replace any of your existing drivers.

Installation complete

This final screen confirms that the installation has been successful.

Run Client Configurator

At the end of the installation process, you will have the opportunity to

run the Client Configurator. This enables you to set basic Client

information and security. If the Configurator is being installed as one

of the selected components, you will be able to access more

advanced configuration options.

NetSupport Manager v.14.00

Run Remote Deploy

Selecting this option will run the NetSupport Manager Deploy utility

after the installation process. This allows you remotely to install and

configure NetSupport Manager on multiple workstations.

Click Finish to exit the Setup program.

Note: If you choose to install the Gateway component, the

NetSupport Connectivity Server dialog will appear. This allows

you to create a security key for the Gateway.

Existing installation detected

This screen will appear if a copy of NetSupport Manager is already

installed on the workstation.

• Modify

Change the program features that are installed.

• Repair

Repair any installation errors in the program.

• Remove

Remove NetSupport Manager from the computer.

Select the required option and click Next.

NetSupport Manager v14.00

Uninstalling NetSupport Manager

The standard method for uninstalling NetSupport Manager is to select

NetSupport Manager in Control Panel – Add/Remove Programs.

For Windows XP and above workstations, NetSupport Manager Deploy

can be used to perform multiple uninstalls from a remote location.

Refer to the NetSupport Manager Deploy section of this manual for

more information.

Evaluation kit

NetSupport Manager is available as an Evaluation kit either from

distributors or free as a downloaded copy from the internet. This

allows you to trial NetSupport Manager before your purchase. The

Evaluation Kit software is fully functional, apart from the following

restrictions:

• A maximum of ten Clients can be active on the network

simultaneously.

• The Client and the Control programs will not run after the expiry

date has passed.

Upon purchase, these restrictions are removed once serialisation has

been completed. This process upgrades the Evaluation Kit into a fully

licensed copy.

To upgrade an evaluation kit to a fully licensed copy

1. Click Help on the caption bar and select About.

2. Select the License tab.

3. Click Update License.

In the directory that you have installed the Program Manager group

‘NetSupport Manager’, open the file PCILIC.EXE.

The NetSupport Manager Licence dialog box will appear asking you to

enter your licence details. Please note that all entries are case

sensitive.

When you have entered the correct licence details, click Generate.

You now have a fully licensed copy of NetSupport Manager.

NetSupport Manager v.14.00

Advanced installation

In this chapter…….

How to prepare and run ‘silent’ installations across a network.

Using the NetSupport Manager Deploy utility to perform

multiple installations.

Installing NetSupport Manager on a Mac based system.

Installing a NetSupport Manager Client on Google Chrome.

Installing a NetSupport Manager Android Client.

NetSupport Manager Mobile Control for iOS and Android.

NetSupport Manager v14.00

Creating an administrative (network)

installation

An administrative installation (distribution copy) of NetSupport

Manager is designed to assist Administrators to install NetSupport

Manager on networked PCs where the installation media or licence

details may not be readily available and it is anticipated that a

number of installs will be performed either at once or over a period of

time.

This type of installation can also be pre-configured to set up

NetSupport Manager with certain options, therefore ensuring that all

NetSupport Manager installations are configured in the same way.

Once created, the distribution copy can be used when performing a

standard installation, a silent installation, or as part of a NetSupport

Manager Deploy routine.

To set up a distribution copy of NetSupport Manager on a

Server

1. Create a folder on the network that is accessible to all PCs that

you may want to install on.

2. Copy, from your original source media, the file Setup.exe.

3. Create and copy a valid NSM.LIC file to this folder. If a licence file

is not present in the folder when running the install, NetSupport

Manager will be installed using the default Evaluation licence.

4. Create and copy a Client32u.ini file to this folder.

Note: You can make the network folder ‘read only’ to avoid the

configuration being altered by unauthorised users.

To install NetSupport Manager from a server onto individual

workstations

1. At the required workstation, navigate to the network folder

containing the NetSupport Manager setup files.

2. Run Setup.exe.

3. Follow instructions in the Starting the Installation section.

NetSupport Manager v.14.00

Silent/unattended installations

A silent installation is one which that requires no input from the user,

providing a convenient method for performing a set installation at

several machines.

To perform a silent install

1. Create a distribution copy of NetSupport Manager containing the

required NetSupport Manager installation files.

2. To determine the properties for the installation, run INSTCFG.EXE

from the NetSupport Manager program folder. The Install

Configuration Options dialog will appear. (See the Install

Configuration Options dialog section below for a full description of

this dialog). Your chosen properties are stored in a parameter

file: default name NSM.ini.

3. Choose {File}{Save} and save the ‘NSM.ini’ file to the folder

containing the distribution copy of NetSupport Manager.

4. To perform the silent install at the required workstation, from the

folder containing created above, run:

msiexec /i "NetSupport Manager.msi" /qn (MSI installer)

setup /S /v/qn (setup.exe installer)

Note: NetSupport Manager can be installed via Active Directory. The

software installation group policy object (GPO) must be applied

to organisational units (OUs) containing computer accounts

rather than users. Please note that for software installation to

take effect immediately, it is necessary to enable the "Always

wait for the network at computer startup and logon"

parameter in the Computer Configuration| Administrative

Templates| System| Logon| leaf of the group policy controlling

the computers that are subject to software installation. This

change will affect login times for Windows XP machines that

have this applied. Without this change, an additional log off /

log on cycle is required to effect installation.

NetSupport Manager v14.00

Install Configuration Options dialog

When performing a silent installation or using NetSupport Manager

Deploy, you can customise the installation to suit individual

requirements. This dialog, accessed by running INSTCFG.EXE from

the NetSupport Manager program folder if performing a silent

installation or, if using NetSupport Manager Deploy, via the Install

Properties General tab, enables you to specify the properties for the

installation. The information is stored in a parameter file, NSM.ini.

Select the relevant checkboxes to indicate which NetSupport Manager

components will be installed. Choose whether to create a desktop

icon for the Control, the School Tutor and the Tech Console and Start

menu icons for the components you are installing.

Client Parameters (optional)

If you have created a particular Client configuration file for use after

the installation, specify the path and file name here. Depending on

the location of the file, you may need to provide a set of user

credentials (name and password) to give Clients access to the file. In

order to specify the parameters in the correct format, it is suggested

that you create them in the NetSupport Manager Client Configurator

and copy them to this field.

NetSupport Manager v.14.00

Leave the field blank if you are installing from your distribution copy

or if you want to use the default configuration file contained in the

NetSupport Manager setup package.

To specify Client parameters

1. Open your NetSupport Manager Program folder by choosing

{Start}{Programs}{NetSupport Manager}{NetSupport Manager

Configurator}.

2. Choose Advanced.

3. Select {Profiles}{Client Parameters} from the Configurator drop-

down menu.

4. The Client Parameters dialog will appear.

5. Click Add to specify the parameters.

Notes:

• If user credentials are required, they must precede the

configuration file name.

• Each set of parameters must be added separately.

6. If required, enter the user credentials (user name and password).

Click OK. The appropriate strings will appear in the dialog.

7. Click Add to specify the location of the configuration file. Click

OK.

When the Client Parameters dialog contains the required strings, copy

them individually to the Install Configuration Options dialog (use

Ctrl+C to copy, Ctrl+V to paste).

NetSupport Manager v14.00

Install Directory

Specify the directory where NetSupport Manager will be installed.

Leave blank to install in the default directory \Program

Files\NetSupport\NetSupport Manager.

NetSupport Manager v.14.00

NetSupport Manager Deploy – NetSupport

Manager’s Remote Install Utility

The NetSupport Manager Deploy Utility provides network

administrators with the facility to install and configure NetSupport

Manager on multiple workstations without the need to visit the

machines individually.

Within the NetSupport Manager Deploy utility, you have the ability to

deploy using an IP address range (specified IP ranges or computers

with an IP range local to the Control), Windows domain or,

alternatively, you are provided with a view of your network. These

methods allow you to pick and choose which computers you want to

deploy to.

The NetSupport Manager Deploy utility can be used to deploy to

computers running the following operating systems:

• Windows XP

• Windows 2003

• Windows Vista

• Windows Server 2008\2008r2

• Windows 7

• Windows Server 2012

• Windows 10

• Windows Server 2019

• Windows 11

• Windows Server 2022

Note: Due to operating system limitations, the NetSupport Manager

Deploy utility does not work with Windows XP Home,

Windows Vista Home Premium or Windows 7 Starter/Home

edition.

With NetSupport Manager Deploy, you can:

• Remotely install a NetSupport Manager package on multiple

workstations simultaneously.

• Create and download specific Client configurations to multiple

workstations.

• Remotely update NetSupport Manager licence details on multiple

workstations.

• Remotely uninstall a NetSupport Manager package from multiple

workstations simultaneously.

NetSupport Manager v14.00

Notes:

• When deploying to a Windows Vista (or later) PC within a domain,

the console user must be either logged onto the domain or enter

the user credentials (when prompted) of a domain account that

has local administrator rights to the target PC.

• The Deploy Prompt User option is not supported on Windows

Vista and above.

Installing the Deploy Utility

When installing NetSupport Manager, select Typical Installation to

install the NetSupport Manager Deploy Utility automatically.

Alternatively, you can also choose it as part of a custom installation.

Planning

NetSupport Manager Deploy is a powerful utility that makes installing

NetSupport Manager packages on multiple workstations a quick and

easy process. However, while we endeavour to ensure that there are

no limitations or incompatibility issues in the use of the software, it is

recommended that a trial deployment is performed on a small

number of workstations to ensure there are no conflicts with other

similar products such as remote control or desktop security packages.

In addition, for added security and protection, you must have

appropriate administrator rights for the machines you are deploying

to.

NetSupport Manager v.14.00

Deploying on Windows XP and above

To deploy NetSupport Manager on Windows XP Professional and

above, you need access to the Admin$ share on the remote machine

in order to transfer the package to be deployed. By default, there is

no access allowed to Admin$ share.

To enable network access:

1. In Administrative Tools, select Local Security Policy.

2. Select {Security Settings}{Local Policies}{Security Options}.

3. Select {Network access: Sharing and security model for local

accounts}.

4. Alter the setting for this policy to {Classic – local users

authenticate as themselves}.

The Admin$ share will now be available and you can deploy as

normal.

If upgrading from Microsoft Windows XP Service Pack 1 to Service

Pack 2, Windows Firewall will by default block all network activity

produced by NetSupport Manager. To enable NetSupport Manager to

function correctly, we have provided a utility that will configure

Windows Firewall.

To enable NetSupport Manager in the Windows Firewall

Configuration

1. Download the ICFCONFIG.EXE File (link at

www.netsupportsoftware.com/support).

2. Run this utility on a machine with NetSupport Manager installed

using the following command:

ICFCONFIG -e NSM

3. This will create all the required entries in the Windows Firewall

configuration to allow NetSupport Manager to function correctly.

The ICFCONFIG utility can also be used to remove a NetSupport

Product from the Windows Firewall configuration. See our website

www.netsupportsoftware.com/support/ for all the ICFCONFIG

Command line options.

NetSupport Manager v14.00

How does NetSupport Manager Deploy work?

Once the Deploy options have been configured, the NetSupport

Manager Deploy Utility works by connecting to the target computer

using File and Print Sharing.

This method requires access to the target computer’s Admin$ and will

need to connect as a user with local administrator access (user

details may be requested).

Once authenticated, the NetSupport Manager package files are copied

to the following folder on the remote PC using the connection to the

Admin$ share:

C:\Windows\pcirdist.tmp\

Finally, once the files have been sent to the target PC, the installer

file is executed using the Remote Procedure Calls (RPC) Service.

What are the requirements?

In order to successfully deploy NetSupport Manager components to

your target PCs, the following items are required:

• File and Print Sharing must be enabled on the target PC.

• The Sharing and Security for local accounts policy must be set to

{Classic} on the target PC.

• The user account used to connect to the target PC must have

local administrator permissions on the target PC.

• Network discovery must be enabled on Windows Vista and

Windows 7 target PCs.

• UAC Remote Restrictions must be disabled for target PCs running

Windows Vista and Windows 7 in a workgroup environment.

Starting NetSupport Manager Deploy

1. Select NetSupport Manager Deploy from your NetSupport

Manager Program group.

2. The NetSupport Manager Deploy main window will appear.

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NetSupport Manager Deploy main window

The Deploy main window is divided into the following

sections:

Menu bar

The menu bar contains a series of drop-down menus that can be used

to access the various tools and configuration utilities for the deploy

process.

Left-hand pane

Contains three tabs: Network, Log Files and Security.

Network and Security tabs

Lists, in a Tree view, the available networks, domains and

workgroups that can be selected for a deploy routine.

Log Files tab

Lists, in a Tree view, a history of previous deployments.

Right-hand pane

With the Network tab selected, you are provided with a range of

general information about the workstations located on the selected

network/domain (machine name, Client address and MAC address).

The Log Files tab provides a breakdown of past deployments

categorised by type.

The Security tab also lists information specific to each individual

workstation located on the chosen network/domain. In addition to the

machine name and IP address, you will be able to see the platform

the machine is running on, determine if the machine already has a

NetSupport Manager Client installed and which version is running,

NetSupport Manager v14.00

whether the Client is password protected or has user

acknowledgement set. With this information to hand, you can decide

in advance which machines to include or exclude from the

forthcoming deployment. For example, if a current NetSupport

Manager Client is already installed at some of the workstations, you

might choose to ignore it.

Preparing a deployment routine

Choosing who to deploy to

1. From the main window, select the Network or Security tab.

2. A list of available networks, domains and workgroups will appear

in the left-hand pane. Expand or reduce the tree list by clicking

on the arrows.

Note: You can also deploy to specific IP ranges by adding the

appropriate address range to the tree. Select

{Tools}{Add IP Range} from the menu bar.

3. Highlight the required group.

4. The names of the workstations belonging to the selected group

will appear in the right-hand pane. You can change the

appearance of the list view by selecting {View} from the menu

bar.

5. Select the workstations to include in the deploy routine. (You can

use CTRL-Click or SHIFT-Click). Before deciding to include or

exclude a workstation, you can view its properties by right-

clicking on the machine name.

Note: A Wake on LAN can be sent to machines that are not turned

on, ensuring deployments are sent to all required machines.

Select the required machines and choose {View}{Wake

Selected (WOL)} from the menu bar.

NetSupport Manager v.14.00

Choosing what to deploy

You can choose:

• NetSupport Manager package.

• Client configuration.

• NetSupport Manager licence file.

• Uninstall NetSupport Manager.

Note: The properties for each of the above can also be pre-defined if

it is not convenient to deploy immediately. See pre-define

settings for a future deployment.

Deploy a NetSupport Manager package

A NetSupport Manager package is created as standard when the

Deploy component is selected with the installation. To distribute the

package, select the required workstations:

1. Choose {Deploy}{NetSupport Manager Package} from the Deploy

main window drop-down menu.

Right-click on the selected workstations and choose {Deploy-

NetSupport Manager Package}.

2. The Deploy Summary dialog will appear.

This dialog provides a summary of the options you have selected

for the deployment. Click Properties to amend the information

for the deployment.

3. The Install Properties dialog will appear.

NetSupport Manager v14.00

4. To amend the properties for the deployment, select the relevant

tab.

General tab

Used to specify the NetSupport Manager package to deploy and

which components are to be installed.

The description for the package will be set to NetSupport

Manager.

By default, the location of the package to be installed is set to the

Deploy folder where the NetSupport Manager package has been

created.

Click Edit to specify the components to install. The Install

Configuration Options dialog will appear. (See the ‘Install

Configuration Options Dialog’ section of this manual for a full

description of this dialog.)

Note: Because of the way NetSupport Manager Deploy handles

restarting workstations, leave the Restart Machine box

un-checked. This is only relevant when performing a

silent install where The Install Configuration Options

dialog is also used for specifying the options to install.

NetSupport Manager v.14.00

When you have completed this dialog, choose{File}{Save} to

save the NSM.ini file to the folder containing the distribution copy

of NetSupport Manager.

Choose {File}{Exit} to return to the Install Properties dialog.

Options tab

Use the information supplied in the Network and Security tabs to

identify which machines may already have NetSupport Manager

installed. You can then choose to:

• Ignore them by checking the Skip machines already

running NetSupport Manager box.

• Update the machines with the latest version by checking the

Update new or older systems to current version box.

• After deploying the package, you can confirm that the Client

is running by checking the Verify Client running after

restarting box. Ensure that workstations are restarted

automatically after the deploy for this option to work. See

Restart tab.

Acknowledgement tab

Consider whether the workstations will be in use when

commencing the deploy. You can choose to:

• Install NetSupport Manager Immediately. No prompt will be

received at the workstations being deployed to.

• Warn user before installing NetSupport Manager. The user will

receive a prompt and needs to click OK for the install to

commence. Users cannot cancel this.

• User can postpone NetSupport Manager installation. You can

specify the number of times a user can postpone the

installation. If the user does choose to postpone, they will be

re-prompted at hourly intervals or the next time they restart

the workstation, whichever comes earlier.

Message tab

You can specify a custom message to be displayed at each

workstation while the installation is in progress.

Restart tab

These options are only applicable if the target PCs require a

forced restart to complete the installation.

NetSupport Manager v14.00

Note: If you have asked for verification that the Client is running

(see Options tab), you must choose an option that will

force the workstations to be restarted immediately.

• Advise user to restart machine. At the completion of the

deployment, a message will be displayed at workstations

asking the user to restart the PC at the next convenient

opportunity. Do not choose if the above note applies.

• Insist user restarts machine. A message will be displayed at

workstations advising the user to restart the PC to complete

the installation.

• Force restart. At the end of the deployment, a message is

displayed advising users that the workstation will be

restarted. A time bar is displayed indicating how many

seconds it is before the restart commences.

• Automatic restart if not logged on. If the workstation being

deployed to is not logged on, a restart will commence

automatically.

5. Click OK to return to the Deploy Summary dialog.

6. Click Deploy to commence the installation. A progress dialog will

appear, enabling you to monitor the deployment as it installs on

each workstation.

The dialog has two tabs:

Log tab enables you to monitor the deployment as it reaches

each workstation.

NetSupport Manager v.14.00

Status tab lists the stage the deployment has reached on each

workstation. For example, the installation may be complete on

one machine but still in progress on another.

7. Click Close to return to the Deploy main window when the

installation is complete.

Deploy a Client Configuration

Using NetSupport Manager Deploy, you can remotely deploy a Client

configuration file containing specific Client settings. For more

information on configuring Clients, see the Configuring the Client

section of this manual.

1. Select the required workstations.

2. Choose {Deploy}{Client Configuration} from the Deploy main

window drop-down menu.

Right-click on the selected workstations and choose

{Deploy}{Client Configuration}.

3. The Deploy Summary dialog will appear.

4. Click Properties to enter the details for the deployment.

5. Click Browse to specify the folder containing the Client

configuration file that is to be deployed. The default configuration

file is CLIENT32U.ini and is stored in the NetSupport Manager

installation directory.

Note: The default configuration file for Clients pre-v12.50 is

called CLIENT32.ini.

6. Click Edit to access the Advanced Client Configurator in order to

make changes to the configuration file. See the Advanced Client

Configuration section of this manual for more information.

7. You can specify additional Client parameters if required. For

example, this may be the location of an additional configuration

file to which you want to add specific user credentials (name and

password).

8. For the new settings to take effect immediately, the Client service

will be automatically restarted after the deployment. If a restart

is not required, uncheck the Restart the Client service box.

9. Click OK to return to the Summary dialog. You can view the

contents of the configuration file by clicking on the file name.

10. Click Deploy. A progress dialog will appear, enabling you to

monitor the status of the deployment.

11. Click Close when complete.

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Deploy a NetSupport Manager licence file

When installing a NetSupport Manager package, a licence file is sent

to each workstation. However, there may be occasions when the

licence information needs updating. For example, you have purchased

additional licences and the licence file needs updating to reflect this.

By using NetSupport Manager Deploy, you can remotely update the

file on user workstations.

1. Select the required workstations.

2. Choose {Deploy}{NetSupport Manager Licence file} from the

Deploy main window drop-down menu.

Right-click on the selected workstations and choose

{Deploy}{NetSupport Manager Licence file}.

3. The Deploy Summary dialog will appear.

4. Click Properties to enter the details for the deployment.

5. Click Browse to specify the folder containing the licence file that

is to be deployed. The default file is NSM.LIC.

6. For the new settings to take effect immediately, the Client service

will be automatically restarted after the deployment. If a restart

is not required, uncheck the Restart the Client service box.

7. Click OK to return to the Summary dialog. You can view the

contents of the licence file by clicking on the file name.

8. Click Deploy. A progress dialog will appear, enabling you to

monitor the status of the deployment.

9. Click Close when complete.

NetSupport Manager v.14.00

Remote uninstall

Using NetSupport Manager Deploy, you can remotely uninstall a

NetSupport Manager package.

1. Select the required workstations.

2. Choose {Deploy}{Uninstall NetSupport Manager} from the

Deploy main window drop-down menu.

Right-click on the selected workstations and choose

{Deploy}{Uninstall NetSupport Manager}.

3. The Deploy Summary dialog will appear.

4. Click Properties to enter the details for the deployment. The

Uninstall NetSupport dialog will appear.

5. Enter the properties for the deployment by selecting the four tabs

in turn.

General tab

Provides a description of the package being uninstalled.

Acknowledgement tab

Consider whether the workstations will be in use when

commencing the deploy. You can choose to:

• Uninstall NetSupport Manager Immediately. No prompt will be

received at the workstations being deployed to.

NetSupport Manager v14.00

• Warn user before uninstalling NetSupport Manager. The user

will receive a prompt and needs to click OK for the uninstall to

commence. Users cannot cancel this.

• User can postpone uninstall of NetSupport Manager. You can

specify the number of times a user can postpone the uninstall.

If the user does choose to postpone, they will be prompted the

next time they restart the workstation.

Message tab

You can specify a custom message to be displayed at each

workstation while the uninstall is in progress.

Restart tab

To completely remove all NetSupport Manager files, the

workstations must be restarted.

• Insist user restarts machine. A message will be displayed at

workstations advising the user to restart the PC to complete

the process.

• Force restart. At the end of the deployment, a message is

displayed advising users that the workstation will be

restarted. time bar is displayed indicating how many seconds

it is before the restart commences.

• Automatic restart if not logged in. If the workstation being

deployed to is not logged in, a restart will commence

automatically.

6. When you have completed all four tabs, click OK to return to the

Deploy Summary dialog. You can review your selections and edit

if required.

7. Click Deploy to commence the uninstall. A progress dialog will

appear, enabling you to monitor the deployment as it uninstalls

each workstation.

8. Click Close when complete.

NetSupport Manager v.14.00

Pre-define settings for a future deployment

There may be occasions when you want to defer a deployment until a

more convenient time of the day. With NetSupport Manager Deploy,

you can prepare the settings in advance and choose when to perform

the deployment.

Note: You select the workstations to deploy to when you are ready

to run the deployment.

To prepare the settings for a future deployment

1. Choose {Deploy}{Configuration} from the Deploy main window

drop-down menu.

2. The Deploy List dialog will appear. Select the required Deploy

Option. (Package, Client Configuration, Licence File or Uninstall)

3. Click Properties and enter the required settings.

4. When all settings are entered, click Close to return to the Deploy

main window.

To run the deployment

1. Select the workstations to Deploy to. See Preparing a

Deployment.

2. Choose {Deploy} from the main window drop-down menu.

Right-click on the selected workstations and choose Deploy.

3. Select the required Deploy option.

4. The Deploy Summary dialog will appear, showing your pre-

defined selections. You can edit these if required.

5. Click Deploy to start the deployment.

NetSupport Manager v14.00

Log files

When using NetSupport Manager Deploy, information about each

deployment, whether a package install, licence update, configuration

download or uninstall, is recorded. This provides a useful reminder

each time you use the utility of what you have previously deployed.

The information is stored in a log file.

To view log files

1. From the NetSupport Manager Deploy main window, select the

Log Files tab.

2. In the left-hand pane of the main window, increase or decrease

the Tree view to see a description of each type of deployment,

the date and time the deployment took place and the

workstations that were deployed to.

3. As you select an item from the left-hand pane, itemised

information about that deployment will appear in the right-hand

pane.

Printing a log file

1. Select the required Log File in the Tree view.

2. Choose {Log}{Print} from the Deploy main window drop-down

menu.

Deleting a log file

1. Select the required Log File in the Tree view.

2. Choose {Log}{Delete} from the Deploy main window drop-down

menu.

NetSupport Manager v.14.00

Installing NetSupport Manager on a Mac based

system

A NetSupport Manager Control and Client can be installed on Mac

systems, allowing you to remote control other workstations/devices

from a Mac and also enabling a Control to connect, view the screen of

the remote user and perform a variety of remote control tasks.

Notes:

• The NetSupport Manager macOS Control runs on macOS 10.15

(Catalina) and above.

• The NetSupport Manager Client for macOS is available on macOS

10.14 (Mojave) and above.

Installing NetSupport Manager

1. NetSupport Manager is provided as a standard macOS .pkg file,

this is available from our downloads area at

www.netsupportmanager.com/downloads.asp (full installation

instructions will also be available here).

2. Download the .pkg file and double click it to run the package.

3. The installer will automatically run, follow the on-screen

instructions.

For information on using the NetSupport macOS Control, click here.

NetSupport Manager v14.00

Installing and configuring NetSupport Manager

on Google Chrome OS devices

NetSupport Manager provides remote control capabilities for any

Google Chrome OS device running the NetSupport Manager Chrome

OS Client extension.

The NetSupport Manager Client for Google Chrome extension can be

installed on each Client machine running the Google Chrome OS.

From the technician’s desktop, you can then connect to each system,

enabling you to monitor and interact with each client quickly and

efficiently.

Planning an installation

For a NetSupport Manager Control to be able to connect and interact

with Chrome OS devices, the NetSupport Connectivity Server must be

installed on a Windows Server; the NetSupport Manager Control

(Windows, Mac or Mobile) must be installed on the technician’s

computer, and the NetSupport Manager Chrome Client extension

installed onto each Chrome device.

The NetSupport Manager Client for Chrome OS can be used with your

existing NetSupport licences already purchased (as long as you have

sufficient unused licences), or additional Chrome OS only Client

licences can be purchased from your NetSupport reseller.

Installing and configuring the NetSupport Manager Client for

Google Chrome extension

1. Download the NetSupport Manager for Google Chrome extension

from the Google Chrome store.

https://chrome.google.com/webstore

2. Enter the URL chrome://settings/extensions to access the

‘Extensions’ configuration page.

3. Locate the NetSupport Manager Client for Google Chrome

extension and click Options.

4. Enter the Gateway address and port number of the Gateway.

5. Optionally, enter a name that identifies this Client.

6. Click Save.

Chrome Incognito Mode:

To ensure that you maintain full control of your Clients, it is

recommended that you 'disallow' Incognito mode in the Chrome OS

User Settings. This can be done centrally via the Google Management

Console.

NetSupport Manager v.14.00

Key features when connecting to Chrome OS ‘Client’ systems include:

Environment

• A NetSupport Manager Control communicates, via HTTP, with

Google Chrome OS devices that are running the NetSupport

Manager for Chrome Client extension. For help installing and

configuring the required components, please refer to the

documents below.

Remote Control

• A crystal clear thumbnail of each Chrome OS Client screen can be

viewed by the Control in a single view.

• The Client's screen can be discreetly monitored (Watch mode) or

remote controlled in real-time (Share mode).

• For real-time instruction or demonstrations, the Chrome OS Client

can be shown the Control (Windows or Mac) screen - in a browser

tab or in full screen mode.

• The Client can also be shown an application running on the

Control desktop.

• Multi-monitor support – monitor Chrome OS devices running

multiple monitors.

• The Client's mouse and keyboard can be ‘locked’ remotely.

• Chrome OS Clients can join a text ‘chat’ session initiated by the

Control.

• Chrome OS Clients can receive messages sent by the Control.

Support tools

• Remote Clipboard - the content of the Client’s clipboard can be

remotely retrieved by the Control during a view session. Clients

can also be sent a copy of the Control’s clipboard.

• Request Help facility - Clients can send a request for help to a

Control.

Flexibility

• PIN Connect - the Client can initiate an instant connection with a

Control simply by both parties entering a matching PIN code via a

central PIN Server module.

Security

• User Acknowledgement – the Client can authorise each inbound

connection request.

NetSupport Manager v14.00

Installing and configuring the NetSupport

Manager Android Client

The NetSupport Manager Android Client app gives an existing

NetSupport Manager Control user the power to connect to Android

tablets and smartphones in use across your enterprise, enabling real-

time interaction and support.

The NetSupport Manager Android Client app works on Android v4.0 or

later tablets and is available for free from the Google Play store.

Note: NetSupport Manager v12.50 or later Windows Control

application required.

Set up and configure the NetSupport Manager Android Client

Launch the NetSupport Manager Client app, press and select

Settings.

General

Displays the name of the device. This can be customised to a name of

your choosing.

Security

Security Key

This sets a security key that must be the same as that set at the

Control before the Control will be allowed to connect. This setting is

optional. If there is no security key set here, any Control may

connect, regardless of the security key set at the Control.

TCP/IP

Default port

The default registered port for NetSupport Manager is 5405.

Multicast address

This is the IP multicast address that the Client is listening on.

HTTP

Use Gateway

Enable this option if you want the Client's current IP address to

of the Gateway along with the matching Gateway key. A secondary

Gateway address can be added.

NetSupport Manager v.14.00

PIN Server

Enter the IP address of the workstation where the PIN Server is

installed to allow Clients to connect using PIN Connect.

To save the configuration settings, select .

Features supported on Android:

• Connect by PIN: NetSupport’s quick and easy PIN Connect

feature allows seamless and secure connectivity between Control

and Client devices simply by sharing a matching code. (The PIN

Server module, included as standard with NetSupport Manager,

needs to be installed on a Windows PC).

• Sending Messages: The Control user can broadcast messages

to one, selected, or all connected Client devices.

• Chat: Both the Client and Control can initiate a one-to-one text

Chat session. The Client can also be invited to join a group

discussion initiated by the Control.

• File Transfer: The Control user can transfer files to and from the

Client device.

• Screen Capture: During a remote control session, the Control

can capture screenshots from the Client device.

• Wi-Fi/Battery Indicators: The Control can view the current

status of wireless networks and display battery strength for

connected Client devices.

Additionally, for supported devices*:

• The Control can view thumbnails of all connected Android devices.

• Zoom in to view a larger thumbnail of any selected device.

• The Control can discreetly view (Watch mode) or remote control

(Share mode) the screen of any connected Client device.

* Supported devices are from those vendors who have provided the

additional access privileges needed for screen monitoring on their

devices. Devices running Android 5 or later already have built-in

screen capture capabilities.

NetSupport Manager v14.00

NetSupport Manager Mobile Control for iOS

and Android

The NetSupport Manager Mobile Control for iOS and Android provides

mobile remote control for existing NetSupport Manager remote

control users from any iPad, Android Tablet or Kindle Fire.

The Mobile Control allows a user to quickly search and connect to

local computers by either IP address or PC name or to browse,

connect and view remote computers using the free NetSupport

Manager Internet Gateway component.

The NetSupport Manager Mobile Control provides full remote control

of any remote PC running an existing NetSupport Manager Client

(version 11.04 or later), as well as chat and message capabilities.

The NetSupport Manager Mobile App can be downloaded from Google

Play, the Apple iTunes store or the Amazon app store.

NetSupport Manager v.14.00

Using the Control

In this chapter …

You will discover how to use the wealth of features available to

a Control user. From how to initiate a remote control session

to how you then monitor and manage activity at the end-

user’s desktop.

NetSupport Manager v14.00

Starting the NetSupport Manager Control

To start the NetSupport Manager Control program

1. Double click on the NetSupport Manager Control icon in your

NetSupport Manager Program group.

Click the NetSupport Manager Control desktop icon (if you

installed a desktop icon for the Control).

Choose {Start}{Programs}{NetSupport Manager}{NetSupport

Manager Control} from your operating system.

As NetSupport Manager initialises, you will see a window in the

middle of your screen with the NetSupport Manager logo and version

information. This only appears for a few seconds while NetSupport

Manager loads, after which the Control window will be displayed and

the Welcome wizard will appear. From here, you can configure the

network protocol(s) to use, view the getting started guide and see

what’s new in this version of NetSupport Manager. To just start the

Control program, click Start.

Note: By default, the Control is configured to support the TCP/IP

protocol; however, it can support multiple protocols

simultaneously. If you receive a protocol error message when

starting the Control or want to configure it to support Clients

running on different protocols, click Configure in the

Welcome wizard or click the Change the settings for the

current Configuration icon on the caption bar in the

Control window and go to the Connectivity section.

NetSupport Manager v.14.00

The Control window

The Control window is the primary interface for:

• Configuring the Control

• Connecting to Clients

• Maintaining Client information

• Selecting which Clients to work with

• Selecting tasks to carry out.

The caption bar

The caption bar indicates that you are in the Control window and

displays the name of the NetSupport Manager Control workstation.

The following options are available:

Show or hide the ribbon.

NetSupport Manager allows you to set up multiple

profiles for different Control users. Here, you can access

the Configurations dialog, where you can create and

manage profiles.

Access the settings for the current Control configuration

(profile).

Shows how many windows are open. From here, you

can access the Window menu.

Access the online help and version number, licensee,

Technical Support and compression information.

NetSupport Manager v14.00

The ribbon

The ribbon provides access to all the features, tools and settings.

Positioning the cursor over an icon will display a brief description of

its function. The ribbon is organised into the following tabs:

• Home

Provides quick access to the tools needed for browsing, locating

and connecting to Clients. You can also access some commonly

used Client commands here.

• Group

Provides access to the group functions within NetSupport

Manager. From here, you can connect, organise and carry out

tasks on groups of Clients.

Note: This tab will only appear when you have a group selected.

• Remote

Here, you'll find the remote and manage features, such as view,

file transfer, power on/off and scan. You can also communicate

with Clients using the Chat , Message and Audio features.

• Desktop

From here, you can show your screen and applications to Clients,

record and playback replay files and send a message or

announcement to Clients.

• Tools

Provides access to additional tools such as File Manager, File

Distribution and User-Defined Tools.

• View

Allows you to customise the look of the List and Tree view and

search for Clients and objects in the Tree view.

Note: If you have a Client selected, a tab will appear in the ribbon

displaying the Client name. From here, you can access a

range of tools and you can view and edit the details for the

Client machine. If more than one Client is selected, a

Selection tab appears, allowing you to perform functions to all

selected Clients.

NetSupport Manager v.14.00

The quick access bar

The quick access bar allows you to view Clients/groups you have

recently connected to. From here, you can perform a number of

commonly used functions, including connecting to and viewing the

Client.

Note: Clicking Recent will display a drop-down menu, allowing you

to switch between recent connections and pre-defined groups.

The Tree view

The Tree view is where NetSupport objects such as Clients and

groups are created, displayed and organised. Each set of objects is

stored in its own folder and when the folder is selected, the contents

are displayed in the adjacent List view.

The List view

The List view displays the contents of the currently selected folder in

the Tree view. You can switch the display mode between large icons,

small icons, details view or Thumbnail view. The information within

the List view can be customised to show specific information relevant

to you.

The status bar

The status bar is displayed at the bottom of the Control window. It

shows the number of items in the folder selected in the Tree view,

along with the number of connected Clients. You can also select

which objects to work with, how they are displayed in the List view

and access the thumbnail settings.

NetSupport Manager v14.00

Quick access bar

The quick access bar allows you to view Clients/groups you have

recently connected to. From here, you can see an overview of the

Client details and perform a number of commonly used functions,

including connecting to and viewing the Client.

Clicking Recent will display a drop-down menu, allowing you to

switch the quick access bar between recent connections and pre-

defined groups.

Clicking a Client name brings up a Remote Management pane, and

from here, you can see details of the Client and perform a variety of

functions.

By default, the Client name, wireless and battery indicators (if

applicable) and security status (shows if TLS or encryption are

enabled or not) are displayed alongside the Client on the quick access

bar. You can customise what is displayed and choose to show the

Client's logged-on user name, IP address, operating system,

enclosure type and location by right-clicking on the quick access bar.

Note: Changing the Client display options here will also change them

on the caption bar, connected Clients list on the status bar

and when zooming into thumbnails.

Click to connect to all Clients and to disconnect from all

Clients.

To hide the quick access bar

The quick access bar is displayed by default but can be hidden if

required.

1. Select the View tab in the ribbon and click Quick Access.

Note: Click again to show the quick access bar.

NetSupport Manager v.14.00

Tree view

The Tree view is where you access the information about the various

NetSupport Manager objects. An object may be an individual Client, a

group or even a collection of help requests generated by Clients.

Each set of objects is stored in its own folder in the Tree view. The

individual objects in a folder are displayed in the adjacent List view.

So, for example, selecting the Active folder will result in the List view

changing to display all currently connected Clients.

NetSupport Manager v14.00

The Tree view can be expanded or contracted (depending on the

detail you require) by clicking the icon to the left of a folder.

Notes:

• The height of the items in the Tree view can be reduced if

required. Select the View tab in the ribbon and click the Compact

Mode icon.

• You can hide the Tree view, providing more space when working

with objects in the List view. Select the View tab in the ribbon

and click the Show Tree icon.

The available folders are:

All Computers

A list of all known Clients that have been connected either during the

current or previous sessions. It is very quick and easy to connect to a

Client from this folder as it removes the need to first perform a

browse or know the network address of the Client.

You can organise individual Clients into groups. Once a Client is

included in a group, the whole of that group can be connected to and

worked on simultaneously without the need to connect and select

them individually.

Clicking the icon next to All Computers will show any groups that

have been created.

Auto Group

Clients will be automatically grouped according to the predefined

criteria, allowing you to quickly and easily see what operating system

Clients are using, the NetSupport Manager Client version, the type of

device and the Client location. These groups are fixed and cannot be

amended, but you can create your own groups to reflect the company

structure.

NetSupport Manager v.14.00

Browse

This is a list of Clients discovered by running a browse action in the

current session. Connecting to a Client from this folder causes its

details to be stored for later use in the All Computers folder.

Active

Any Client that is currently connected will be displayed in this folder.

Help Requests

NetSupport Manager includes a function at the Client that enables the

Client user to send a request for help. If a Control is connected when

a Client sends a help request, the Control will be immediately

notified, as the Help Requests folder is highlighted. If the Control is

not connected, its Help Requests folder will be highlighted the next

time it connects to that Client.

vPro Management

NetSupport Manager can locate PCs that have vPro capability and

perform a variety of functions. All PCs with vPro capability will be

displayed in the List view. Select a vPro machine to access the

available functions in the Home tab of the ribbon.

You can search for Clients and objects in the Tree view and the

results will be displayed here. This folder will only be displayed if you

have performed a search.

Remote Networks

This refers to Clients that have to be connected over a dial-up link.

They may be Clients on a LAN in another building or even standalone

workstations. In either event, they are referred to as remote

networks and the information concerning the telephone number to

dial and the type of connection is stored in this folder.

This folder is hidden by default. To view this, click the Change the

settings for the current Configuration icon on the caption bar.

Select Control Interface - Settings and clear the Hide Dial

Directory checkbox.

Internet Gateways

The primary role of a NetSupport Manager Gateway is to facilitate

seamless remote control between PCs that may be located behind

different firewalls. The Gateway provides a stable and secure method

for locating Clients via HTTP and delivers web-based remote control

without the need for modifications to existing firewall configurations.

NetSupport Manager v14.00

A list of your Gateways will appear here, and you can add, edit and

browse a Gateway.

Automation

Scripts created using the NetSupport Manager Script Editor can be

added to this folder. The List view shows the names of each script

and enables you to add new scripts to the list. Select a script to

access the available functions in the Home tab of the ribbon.

Note: You can hide folders that you don't need to see in the Tree

view. Click the Change the settings for the current

Configuration icon on the caption bar. Choose Control

Interface - Settings and select the options you wish to hide.

NetSupport Manager v.14.00

List view

The List view displays the objects stored in the corresponding folder

in the Tree view. For example, if you select the Active folder, then

the List view will contain the details of the currently connected

Clients. Similarly, if you perform a browse action, the results of that

browse will be displayed.

You can expand the List view by hiding the Tree view, giving you

more space to work in. Select the View tab in the ribbon and click the

Show Tree icon. Click this again to show the Tree view.

You can easily select which objects to work with and how they are

displayed in the List view by selecting the View tab in the ribbon and

clicking the appropriate icon in the List section or clicking the

appropriate icon on the status bar.

When viewing in large icons, the operating system, Wi-Fi and battery

indicators and location flag (if enabled) will be displayed. Details view

will also display the Wi-Fi and battery indicators next to the Client

icon. Further information is available in Details view by customising

the columns displayed.

By default, the Client location flags are enabled. To disable these,

click the Change the settings for the current Configuration icon

on the caption bar. Select Control Interface - Settings and

clear the Show Client location checkbox.

Note: By default, double-clicking a Client in the List view opens a

View window. You can customise the action taken in the

Control configuration - Control Interface Settings.

To customise the List view

1. Select the View tab in the ribbon and click Columns.

Right-click in a blank area of the List view and select Columns.

2. The Client List Columns dialog will appear.

NetSupport Manager v14.00

The tabs shown at the top of the List view relate to each of the Client

List windows that are available for the Control.

Select the desired tab: the left-hand window highlights columns that

are available for inclusion; the right-hand window shows those

already included. Simply select the column name you require and

then Add or Remove.

The arrows to the far right of the window are used to adjust the order

in which each column is displayed; the higher up the list represents

the position from the left of the List view.

Note: When viewing in details view, you can apply filters to the

column headings, allowing you to easily search for specific

Clients. Select the View tab in the ribbon and click the Filter

Bar icon.

NetSupport Manager v.14.00

Status bar

The status bar is displayed at the bottom of the Control window. It

shows the number of items in the folder selected in the Tree view

along with the number of connected Clients. You can see a list of the

connected Clients by clicking Connected (you can also disconnect a

Client from here). By default, the Client name, wireless and battery

indicators (if applicable) and security status (shows if TLS or

encryption are enabled or not) are displayed. You can customise what

is displayed and choose to show the Client's logged-on user name, IP

address, operating system, enclosure type and location by right-

clicking Connected.

Note: Changing the Client display options here will also change them

on the quick access bar, caption bar and when zooming into

thumbnails.

Note: If a Client disconnects, the Connected icon will turn red to

notify you. You can see which Client has disconnected by opening the

list and you can choose to reconnect or remove them from the list.

To disconnect all connected Clients, click .

You can easily select which objects to work with in the List view by

clicking the appropriate icon:

Selects all objects.

Selects all connected Clients.

Reverses the current selection.

Clear the objects selected.

The appearance of displayed items in the List view can be switched

between large icons, small icons, list, details and thumbnail view by

clicking the appropriate icon:

Details view.

List view.

Small icons view.

Large icons view.

Thumbnail view.

If you are in thumbnail view, use the slider to adjust the thumbnail

size. Click to adjust the thumbnail update frequency. By default,

NetSupport Manager v14.00

when you mouse over a thumbnail, you zoom into the Client's screen.

Click to turn this on or off.

NetSupport Manager v.14.00

Finding Clients

Before you can open a View window for remote control or to work

with Clients, you must first connect to them.

Rather than having to know all the Client names and their network

addresses in advance, NetSupport Manager provides a browse facility

that enables you to auto-discover them.

When you run a browse action, the Control sends a message on all

protocols for which it has been configured, asking all Clients to “sign

in” with their name, network address and protocol.

The responses are added to the Browse folder in the Tree view and

their details are displayed in the List view. You can then connect and

work with these Clients directly or organise them into groups for later

use.

Once you have connected to a Client discovered by the browse

function, its details are automatically stored in the All Computers

folder in the Tree view. These Clients then become known Clients and

you can subsequently connect to them without the need to run a

browse action first.

Note: You may be using NetSupport’s Gateway facility to establish

Client connections, in which case you can choose to include

Gateway Clients when browsing. Although these will appear in

the Browse folder along with any network Clients, they are

not stored in the Known Client list.

To find a Client on a network

1. Go to the Home tab on the ribbon.

2. In the Prefix field, enter the Client name (a partial name can be

entered or leave blank to browse for all Clients).

Note: Select the drop-down arrow to choose from a list of

previous entries.

3. Optional criteria can be specified, such as only browsing for

Clients who have requested help or including Gateway Clients in

the search.

4. Click Browse.

NetSupport Manager v14.00

1. Select the Browse folder in the Tree view and double-click Look

for Clients in the List view.

2. The Browse dialog will appear.

Enter a partial Client name or leave blank for all Clients

Type in the first part of a Client name here to narrow the search.

If you have many Clients on your network, you may only be

interested in those that begin with a certain word or letter. If you

have Clients that begin with ADMIN, typing this in would return

Clients such as ADMIN1, ADMIN_OFFICE and ADMINISTRATOR. To

find all available Clients leave this field empty.

Only Clients Requesting Help

Select this checkbox to browse only for Clients that have

requested help.

Include Gateway Clients

Select this checkbox to include Gateway Clients when browsing.

Click OK to begin the browse. A dialog will advise you that the

Control is browsing for Clients.

NetSupport Manager v.14.00

Click Cancel to abort your browse for Clients. This will take a few

seconds, after which a list of available Clients on the network meeting

the criteria will be displayed in the Browse folder. You can then

right-click on individual Clients to connect to them, display their

properties or carry out tasks.

If the expected Clients are not found, it may be because NetSupport

Manager has not been configured to browse the required networks.

See ‘Configuring the NetSupport Manager Control for subnet

browsing’ for more information.

If you only want to browse for Gateway Clients, selecting the

Gateway from the Internet Gateways folder in the Tree view will

change the Browse section in the ribbon to only search for Gateway

Clients. Alternatively, double-click Browse Gateway in the List view.

Clients browsed for in this way will not appear in the Browse folder.

Note: You can also search for existing Clients in the Tree view by

entering the search criteria in the Search section of the View

tab.

NetSupport Manager v14.00

Connecting to Clients

Before you can remote control a Client, you must first connect to it.

To connect to Clients

1. Select the Client you want to connect to in the All Computers or

Browse folder.

2. Select the Home tab in the ribbon and click Connect.

Right-click on the Client icon and choose Connect.

Double-click on the Client icon to connect and view it

immediately.

If the Client has been configured with security passwords, you

will be prompted to enter a user ID and the correct password.

This must be equal to the user ID and password that has been set

in the Client’s profile.

Note: NetSupport Manager provides a PIN Connect feature which

allows you to quickly locate and connect to a Client anywhere

across the enterprise without knowing the Client's computer

name or IP address. A PIN Server generates a unique PIN

code which both the Control and Client enter to establish a

connection.

NetSupport Manager v.14.00

Connecting to Clients using PIN Connect

NetSupport Manager provides a quick and easy way to connect to

Clients without having to know the PC name or IP address. A PIN

Server generates a unique PIN code; this is then entered at both the

Client and Control and the connection is created.

Note: A PIN Server must be installed and configured at both the

Client and Control to use this feature.

Installing and configuring a PIN Server

The PIN Server can be installed as a standalone component on a

machine or along with other NetSupport Manager components.

To install the PIN Server component, you must select Custom when

choosing the type of NetSupport Manager installation to perform.

Client configuration

1. From the basic or advanced Client Configurator, select

Connectivity - PIN Server.

2. Enter the IP address and port (default 443) for the PIN Server

machine.

3. If you are using a proxy server to connect to the PIN Server,

enter the server address and an appropriate port.

Note: This only applies to Windows 8 machines and earlier.

Windows 8.1 and above machines use automatic proxy

configured in Windows Settings.

4. To use the same settings as the NetSupport Gateway, click Copy.

5. Click OK.

Control configuration

1. Click the Change the settings for the current Configuration

icon on the caption bar.

To apply the setting to a specific profile, click the Profiles icon

on the caption bar. Select the required profile and choose

Connectivity and Startup Settings.

Select the Home tab in the ribbon, click PIN Connect and then

click PIN Server Settings (you can skip step 2).

2. Select Connectivity – PIN Server.

3. Enter the IP address and port (default 443) for the PIN Server

machine.

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4. If you are using a proxy server to connect to the PIN Server,

enter the server address and an appropriate port.

5. You can use the same settings as a NetSupport Gateway. Select

the required Gateway and click Copy.

6. Click OK.

Generating a PIN from the Control

1. Select the Home tab in the ribbon and click PIN Connect.

2. Click Create PIN.

3. The PIN Server will generate a unique code. When advised, the

Client enters the PIN and a connection is established.

Note: The PIN code can be emailed to the Client or copied to the

clipboard by clicking the appropriate icon.

Entering a PIN at the Control

1. The Client will advise you of the PIN code.

2. Select the Home tab in the ribbon and click PIN Connect.

3. Click Enter a PIN.

4. A keypad will appear. Enter the PIN code and click Connect.

Generating a PIN from the Client

1. Double-click the NetSupport Manager Client icon in the system

tray.

2. The Client Information window will appear.

3. Click Create PIN.

4. The PIN Server will generate a unique code. When advised, the

Control enters the PIN and a connection is established.

Note: The PIN code can be emailed to the Control or copied to

the clipboard by clicking the appropriate icon.

Entering a PIN at the Client

1. The Control advises the Client of the PIN code.

2. Double-click the NetSupport Manager Client icon in the system

tray.

3. The Client Information window will appear.

4. Click Enter a PIN.

5. A keypad will appear. Enter the PIN code and click Connect.

NetSupport Manager v.14.00

Quick Connect

Quick Connect allows you to directly connect to a Known Client by

Client name, logged-in user name, or by network address. This saves

you from having to perform a network browse before selecting the

desired Client from the List view.

Clients configured for HTTP/HTTPS connections through a NetSupport

Gateway can also be selected.

To connect to Clients

1. Select the Home tab in the ribbon.

2. In the Quick Connect section, enter the Client machine name,

logged-on user name or network address in the Text field (click

the drop-down arrow to choose from a list of previous entries)

and select the required Connect By icon:

Connect by logged-on user name.

Connect by machine name.

Connect by IP address.

Note: If the Client is configured for HTTP connections through a

Gateway, in addition to the name or user name of the

Client, you will need to choose the appropriate Gateway

name from the list provided.

3. Click Quick Connect.

4. A dialog box will inform you that NetSupport Manager is trying to

connect to the named Client.

If the connection attempt is successful, the Active folder will be

opened and the Client details displayed in the Client status. You can

then view the Client or conduct other one-to-one or group tasks.

Note: If connecting by user name and more than one Client machine

matches this criteria, a list of Clients will appear for you to

select from.

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Connecting to Clients on different protocols

NetSupport Manager supports connecting to Clients on multiple

transports. The supported transports are TCP/IP and HTTP with

legacy support for IPX and NetBIOS (within NetBIOS, there are 8

logical adapters).

Transports can be configured and tested for Clients within the

Connectivity section of the basic or advanced Client Configurator.

When the Control performs a browse, it looks over all configured

transports. Once Clients have been found, you can connect to them

by highlighting them and clicking Connect on the Home tab in the

ribbon.

Connected Clients on different transports happily coexist within the

Control. Operations such as File Distribution, Show and Scan work

over different transports.

If you know that you only have Clients on one particular transport,

then the Control will initialise slightly quicker if you only configure it

for this transport.

NetSupport Manager v.14.00

Configuring the NetSupport Manager Control for

subnet browsing

Most corporate networks are made up of a number of small networks

that are connected together in order to provide end users with access

to network resources. NetSupport Manager incorporates features that

allow a NetSupport Manager installation on one network to be used to

remotely manage computers on another interconnected network.

Using NetSupport Manager in its default configuration will enable you

to remotely manage computers on a remote LAN if connectivity to

that remote LAN is provided by a WAN.

However, there are some configuration changes that are required to

allow a NetSupport Manager Control to browse for Clients on remote

LAN’s. The configuration changes required are dependent on the

network transport that you will be using with NetSupport Manager.

The two most common transports that are used over WAN’s are

TCP/IP and IPX.

Configuring the NetSupport Manager Control for IP subnet

browsing

Before configuring NetSupport Manager to browse on a remote IP

subnet, it is useful to understand how IP addresses are made up and,

in particular, what an IP broadcast address is.

For further information, see ‘Understanding IP Addresses’ in the

Technical Reference section of this manual.

To configure the NetSupport Manager Control to browse IP

subnets

1. Click the Change the settings for the current Configuration

icon on the caption bar.

To edit a named configuration file, click the Profiles icon on

the caption bar. Select the required configuration and click

Connectivity and Startup Settings.

2. Select Connectivity - TCP/IP. In the Browsing section, click

Settings.

3. The Configure TCP/IP Client Browsing dialog will appear.

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4. Click Add and enter the broadcast address of the network you

wish to browse if known.

To enable NetSupport Manager to calculate the broadcast

address, click Advanced and enter a target IP address followed

by the subnet mask or enter the required address range.

5. Click OK.

Notes:

• When adding the address of a remote subnet, you must ensure that

the broadcast address for the local subnet is also present. If not,

the Control will not find any local Clients when you perform a

browse.

• Some network routers will suppress broadcast packets from being

transmitted across WAN links. If this is the case, then even if the

Control is correctly configured, you will not be able to browse the

remote subnet.

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Configuring the NetSupport Manager Control to browse

remote IPX networks

Before configuring a NetSupport Manager Control to browse a remote

IPX network, it is useful to understand how IPX addresses are

formatted. You will need to have the IPX network numbers for each

IPX network that you wish NetSupport Manager to browse. This

includes the IPX network number for the local network on which the

NetSupport Manager Control is installed.

For further information, see ‘Understanding IPX Addresses’ in the

Technical Reference section of this manual.

To configure the NetSupport Manager Control to browse

remote IPX networks

1. Click the Profiles icon on the caption bar.

2. Select the required configuration and click Connectivity and

Startup Settings.

3. Select Connectivity - IPX.

4. Check the Use IPX and Record Clients’ Network Numbers

options.

5. In the Use Networks field, enter each of the IPX network

numbers that you wish NetSupport Manager to browse. If

multiple network numbers are required, separate each with a

comma.

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NetSupport Connectivity Server

The key to a successful remote support solution is the ability to locate

and connect to devices no matter where they are. NetSupport

Manager provides a range of connectivity methods as standard.

The NetSupport Connectivity Server (Gateway) is a central hub for

managing all your NetSupport connections across the internet. From

the console, you can see what NetSupport Connectivity components

are installed and in use.

NetSupport Connectivity Server Console

To open the NetSupport Connectivity Server, right-click the

NetSupport Connectivity Server icon in the system tray and

select Open or double-click the icon.

An overview of how many Clients are currently connected is

displayed.

Further information can be found in each of the tabs:

• Features

Shows you what components of the NetSupport Connectivity

Server are installed.

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• Clients

Displays a list of all the NetSupport Clients currently connected to

this NetSupport Connectivity Server and any Connectivity Servers

known to this one. Details for the Clients are displayed along with

the NetSupport Connectivity Server they are connected to.

Note: A secure indicator will appear next to the Client if it's

running over a secure SSL/TLS connection.

• Active Sessions

Displays a list of current connections between a NetSupport

Control and a NetSupport Client with the date and time that the

connection started.

Note: Only sessions on this NetSupport Connectivity Server are

displayed.

• Services (only applicable to the Name Server)

Displays a list of NetSupport School Tutors that are active in

Room mode. This allows NetSupport School Clients to connect to

the room through the Name Server.

• Servers

Displays a list of Servers known to this NetSupport Connectivity

Server. From here, you can see details of the servers, such as the

status, number of Clients connected and any active sessions.

Note: You can filter the contents of the Clients, Active Sessions and

Services tabs so that only items meeting certain criteria are

displayed. Enter the search term in the Filter field under the

required column heading and the matching items will be

displayed. Click to clear the filter.

Exporting data

Data can be exported to a .CSV file, allowing further analysis. Select

the tab you want to export data from and select {File}{Export} from

the drop-down menu bar.

To configure the settings for the NetSupport Connectivity Server,

select {File}{Configure Connectivity Server} from the drop-down

menu bar.

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Connecting to Clients/Controls via a NetSupport

Gateway

The primary role of a NetSupport Gateway (NetSupport Connectivity

Server) is to facilitate seamless remote control between PCs that may

both be located behind different Firewalls. The Gateway provides a

stable and secure method for locating and connecting Clients/Controls

via HTTP, delivering web-based remote control without the need for

modifications to existing Firewall configurations.

Typically, companies protect their internal network by using a

Firewall, only allowing connections if specific TCP/IP ports have been

opened. On occasions, you may find that a direct connection between

a NetSupport Manager Control and Client is blocked because the

Firewall’s they are protected by are configured to prevent outgoing

connections on all but the standard TCP/IP ports.

A NetSupport Gateway solves this problem by acting as a third party

that sits between the Control and Client, the HTTP/HTTPS protocol,

rather than TCP/IP, being used for communications.

Notes:

• Client and Control configurations can have both TCP/IP and

HTTP/HTTPS enabled simultaneously, thus ensuring that local

connections are still valid.

• In version 9.10, port 443 was introduced as the default for HTTP

communications, 3085 being used previously. Gateway settings

will be preserved for existing customers who subsequently

upgrade, enabling 3085 to continue to be used, but there may be

scenarios when upgraded Controls and Clients will need the HTTP

port manually reconfiguring to ensure operability.

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Gateway installation

The Gateway is designed to run on a machine that is accessible from

both the Client and Control. It must, therefore, have a fixed or static

IP address.

The Gateway can be installed as a standalone component on the

machine you wish to use or along with other NetSupport Manager

components.

To install the Gateway component, you must select Customwhen

choosing the type of NetSupport Manager installation to perform and

ensure the Gateway component is selected.

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Gateway configuration

At the end of the installation, the NetSupport Connectivity Server

Configuration utility will be displayed, allowing you to configure the

properties for the Gateway. The following tabs are available:

• General tab

Listening Port and Interfaces

Listen on all IP interfaces

The NetSupport Connectivity Server uses HTTP port 443 by

default. This can be changed to any open port to fit the

environment.

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Notes:

• Multiple ports can be configured. Separate ports with a

comma, for example, '443,3085C'.

• Adding a capital 'C' to the end of the port number makes it

'Client only'. Only Client machines can report using this port.

• If the Control and/or Client are located behind a firewall, you

will need to enable port 443, or the configured port(s), within

the configuration of your firewall.

• In version 9.10, port 443 was introduced as the default for

HTTP communications, 3085 being used previously.

NetSupport Connectivity Server settings will be preserved for

existing customers who subsequently upgrade, enabling 3085

to continue to be used, but there may be scenarios when

upgraded Controls and Clients will need the HTTP port

manually reconfiguring to ensure operability.

Listen on specified IP interfaces

You can add multiple IP addresses or enter a specific IP address,

select Add and enter the IP address.

Comms. Management Packet Interval

CMPI (secs):

When configured for NetSupport Connectivity Server connections,

the Client workstation confirms its availability by periodically

polling the NetSupport Connectivity Server. By default, a network

packet is sent every 60 seconds, but you can change this if

required.

Event Log Files

Gateway activity during an active session is recorded in a text

file, default GW001.LOG. This can be useful for checking which

Clients and Controls have connected through the NetSupport

Connectivity Server.

Location:

By default, the log file is stored in c:\program files\common

files\nsl\ connectivity server\GW001.log. Select Browse to

specify an alternative path.

Max File Size (KB):

Over a period of time, the log file could become quite large, you

can manage this by specifying a maximum file size. When the

limit is reached, the existing information in the file is overwritten

by the new records.

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Note: For changes to the log file settings to take effect, you will

need to restart the Gateway32 service.

Automatic recovery after service stops abnormally

By default, the Gateway service will automatically recover if there

is an abnormal shutdown.

• Keys tab

Connectivity Server Keys

This acts as a form of security key. The NetSupport Connectivity

Server will not accept connections from a Control or Client unless

a “Connectivity Server key” is specified, and that same key is also

present at both the Control and Client end. The NetSupport

Connectivity Server can support multiple keys. At least one key

must be specified.

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Connectivity Server key data is sent encrypted between

Client/Control and the NetSupport Connectivity Server. Once

connected to the NetSupport Connectivity Server, all

Client/Control security such as user names and security keys will

function normally.

Select Add to specify the key. The key must be at least 8

characters.

• Operators tab

To enhance security, you can restrict remote control access to

specified operators and also set the operator to verify themselves

using two-factor authentication before they can connect to Clients

on the Gateway.

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Restrict remote control access to the following users:

Select this option to restrict access to specified operators. At the

Control, a user will be required to configure a

username/password in order to browse a NetSupport Connectivity

Server and connect to Clients.

To enter the operator details and set a password, click Add. If

two-factor authentication is required for this operator, select

Require 2FA. If you're using Duo Push, you can link this

operator to an existing enrolled Duo username.

Notes:

• For two-factor authentication to function, operators must only

be associated with one user.

• Click Reset Account/QR code to reset the account and send

a new QR code to the operator.

• Servers tab

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By default, this Connectivity Server will be set to be a standalone

Primary Connectivity Server. You can set this Connectivity Server

as a standalone Secondary Connectivity which will act as a

backup if the Primary Connectivity Server is unavailable. Load

Balancing Connectivity Servers can also be set up to spread the

load of Clients across multiple servers.

Operate as a standalone Primary connectivity server

Select this option if you want this Connectivity Server to operate

as a standalone primary Connectivity Server (this option will be

enabled by default).

Note: If Operate as part of a load balanced cluster is

selected, this option will change to Operate as the

primary connectivity server.

Operate as a standalone Secondary connectivity server

(backup)

Select this option if you wish to use this Connectivity Server as a

Secondary NetSupport Connectivity Server.

Note: It is recommended that your Secondary Connectivity

Server is also configured to be a Load Balancing

Connectivity Server so that configuration changes made at

the Primary Connectivity server are automatically

propagated to the Secondary and the Client load is

shared. If you do not wish your Clients to load balance

between the Primary and Secondary, set the weight of the

Secondary Connectivity Server to 0. If this

recommendation is not followed, any changes in

configuration will have to be made separately to the

Primary and Secondary Connectivity Servers.

Enter the fully qualified domain name (FQDN) and port (443 is

used by default) of the Primary Connectivity Server.

Note: This changes to Operate as a cluster member server if

Operate as part of a load balanced cluster is selected.

Operate as part of a load balanced cluster

Select this option if you are using load balancing.

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If this Connectivity Server is going to be the Cluster Primary

Connectivity Server, select Operate as the primary

connectivity server. Set the weight of Clients this will take. By

default, this is set to 1000 and is based on the network

connection speed of the Connectivity Server machine.

If this Connectivity Server is to be a Load Balancing Server, select

Operate as a cluster member server and enter the fully

qualified domain name (FQDN) and port of the Primary

Connectivity Server.

Load Balancing Servers

This only appears if the Connectivity Server is a Cluster Primary

Connectivity Server, and is where you add, edit or disable the

Load Balancing Connectivity Servers.

Click Add. Enter the fully qualified domain name (FQDN), port

and weight for the server and click OK. If you want the Load

Balancing Connectivity Server to also act as a backup for the

Cluster Primary Connectivity Server, click Operate as

Secondary Server for cluster.

Notes:

• There is a limit of 20 Load Balancing Connectivity Servers.

• Any changes made here require the Gateway service to be

manually restarted.

NetSupport Manager v.14.00

• Licenses tab

Displays all licences stored in the NetSupport Manager directory.

If you do not have an internet connection, you can manually

activate your NetSupport Manager licence here.

An activation code is required. Contact NetSupport or your

reseller for this. Click Activate and enter the code. You will then

need to restart the NetSupport Connectivity Server.

Note: If an internet connection is available, the licence will

activate automatically and the NetSupport Connectivity

Server does not need to be restarted.

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• Security tab

The NetSupport Connectivity Server provides support for an

enhanced level of encryption to be used when initiating

communications from remote computers.

Enable encryption of communications to remote computers

When enabled all communications in the connection process are

encrypted.

Note: The remote computers (Controls and Clients) need to be

running version 11.00.005 or later.

Block any remote computers not using encrypted

communications

Earlier versions of the Control and Client programs do not support

the enhanced level of encryption. Selecting this option will block

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connections from remote computers running versions of the

Control or Client software that does not support this.

Certificate for SSL/TLS

SSL or TLS certificates can be used to ensure that all data being

sent across the Gateway is encrypted. If you already have an

SSL/TLS certificate, you can enter it here or allow the Gateway to

create and use a Let's Encrypt certificate.

Note: You can configure a Client to only connect to a Gateway if

it has a valid SSL/TLS certificate. Select the Require

HTTPS option in the Client configurator.

DNS name

Enter the DNS name for the Gateway.

Use Let's Encrypt Certificate

Select this option to use a Let's Encrypt certificate. The Gateway

will automatically create a certificate that is valid for 90 days and

renew it every 60 days.

By selecting this option, you are agreeing to the terms of service.

Click View Terms to read the Let's Encrypt Subscriber

Agreement.

Notes:

• The Gateway must have a public DNS name.

• Port 80 must be open.

Use other certificate

If you already have an SSL/TLS certificate, you can add it here.

Click Set Certificate and browse for the certificate.

View Certificate

Once a certificate has been applied, you can view it here.

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• 2FA (two-factor authentication) tab

Two-factor authentication provides an extra layer of security

when Control users connect to Clients on a Gateway. NetSupport

Manager supports time-based one-time password (TOTP) and

Duo Push.

Note: You can enable two-factor authentication for individual

operators in the Operators tab.

TOTP

Issuer

Enter an issuer name. This defaults to the licence name and is the

account name that will be displayed in the authenticator app.

Duo

API hostname

Enter the API hostname.

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Auth API

Integration key

Enter the integration key.

Secret key

Enter the secret key.

Admin API

Integration key

Enter the integration key.

Secret key

Enter the secret key.

Notes:

• This information can be copied from the Duo Admin Panel

Dashboard.

• An 'owner' level Duo administrator's account is required to

obtain the Admin API information.

• The Gateway must use port 443 for Duo Push.

Username suffix

You can enter an operator user name suffix (this ensures the

username is unique to the Gateway).

Timeout

This is the time that the validation lasts before you need to re-

authenticate (unless the Control is restarted). By default, this is

set to 12 hours. If required, enter a different time here.

Notes:

• The primary Gateway and all devices running authenticating

apps must be synchronised with UTC regardless of the time

zone.

• If the timeout is set to 0, then two-factor authentication is

required for every connection to a Gateway device.

To display the NetSupport Connectivity Server icon in the

system tray, choose {Start}{Programs} {NetSupport

Manager}{NetSupport Manager Connectivity Server Console}.

Double-clicking this icon will display the NetSupport Connectivity

Server Console, allowing you to manage your NetSupport connections

across the internet. You can also access the NetSupport Connectivity

Server Configuration utility by right-clicking the NetSupport

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Connectivity Server icon and selecting Configure Connectivity

Server.

Note: You will need to note the IP address of the NetSupport

Connectivity Server machine as this will be required when

configuring the Control and Client machines. In addition, you

will also need the address of your proxy server if this is to be

used for routing communications.

Client configuration

The Client machine needs to be configured to use the HTTP/HTTPS

protocol and be given the appropriate Gateway access details.

1. From the Basic or Advanced Client Configurator, select

Connectivity - HTTP.

2. Check Use HTTP/HTTPS. Port 443 will be configured by default.

3. To require a secure connection over HTTPS, select Require

HTTPS.

Note: An SSL/TLS certificate needs to be applied to the Gateway.

4. Confirm which Gateway to use by entering the IP address (or fully

qualified domain name (FQDN) if you have selected Require

HTTPS) of the Gateway machine. You can enter details for the

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secondary Gateway, which will take over if the primary Gateway

is unavailable.

5. Enter the appropriate Gateway key set at the Gateway machine.

6. You can override the Comms. Management Packet Interval that is

set at the Gateway by entering a time here.

7. NetSupport Manager can be configured to route communications

through a proxy server if required. Enter the server address and

an appropriate port, 8080 recommended.

8. Click OK.

Control configuration

As with the Client, HTTP also needs to be enabled at the Control.

1. To apply to the current profile, click the Change the settings

for the current Configuration icon on the caption bar and

choose Connectivity - HTTP.

To apply the setting to a specific profile, click the Profiles icon

on the caption bar. Select the required profile, click

Connectivity and Startup Settings and select Connectivity -

HTTP.

2. Check the Use HTTP box. Port 443 is configured by default.

3. Click OK.

Add Gateways

The Control can communicate with multiple Gateways and the details

of each need to be added at the Control end.

1. From the Control window Tree view, select the Internet

Gateways folder and choose Add a Gateway.

Select the Home tab in the ribbon, click New and select

Gateway.

2. The Add a Gateway wizard will appear.

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3. Enter a name and description for the Gateway. Click Next.

4. Enter the IP address (or fully qualified domain name (FQDN) if

requiring HTTPS/TLS) of the machine where the Gateway is

installed and confirm the port number to use – 443 will be

specified by default. If required, enter a secondary Gateway to be

used if the primary Gateway is unavailable.

5. To require a secure connection over HTTPS, select Require

HTTPS/TLS (an SSL/TLS certificate needs to be applied to the

Gateway). If this Gateway is to communicate through a proxy

server (Windows 8.0 and earlier), enter the IP address and port

to use.

6. Click Next.

7. Enter the Gateway key. This must match the key set at the

Gateway and Client end.

8. If an operator username and password has been set up at the

Gateway (this restricts the use of browsing and controlling

remote Clients and decides if two-factor authentication is required

for the operator), you will need to enter it here. Click Finish.

9. The new Gateway will be added to the list view.

10. Repeat the above process for any other Gateways that the

Control needs to use.

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Control – Gateway - Client communications

Now that all the elements are in place, you are ready to attempt

connections through the Gateway. The Gateway serves three basic

purposes:

To receive and store Client registrations

For a Client to be available to a Control, it must connect and stay

connected to the Gateway. The Client indicates its readiness by

periodically polling the Gateway that it has been configured to use.

The Gateway stores the Client details in an internal table.

Respond to browse commands from the Control

Once the Control has added the required Gateways, it can browse

them for Clients. The Gateway responds by scanning through its list

of available Clients and returning those that match the browse

criteria.

Note: Unlike a standard network browse, where known Client

details are stored for future use, Gateway Client details are

lost when the Control closes. This is because the details are

maintained at the Gateway end. Although the Client is

permanently connected to the Gateway, the Control is not

and therefore needs to browse the Gateway each time it

wants to find Clients.

1. From the Internet Gateways folder in the Control window Tree

view, select the required Gateway and double-click Browse

Gateway. The Browse Gateway dialog will appear. Enter a partial

Client name or leave blank to search for all available Clients.

Right-click on the Gateway name in the Tree view and select

Open.

2. The Browse Gateway dialog will appear. Enter a partial Client

name or leave blank to search for all available Clients. Click OK.

3. Found Clients will appear in the List view and you can now

connect and remote control them in the usual way.

4. If you have enabled two-factor authentication, you will need to

scan a QR code using an authenticator app on your mobile device

(for first-time connection) and either enter a one-time password

code (TOTP) or use the Duo Mobile app to validate the Client

connection (this is only required for the first Client you connect

to).

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Note: You can ask for a combined network and Gateway browse.

When browsing for Clients in the Home tab of the ribbon,

select the Include Gateways option. All found Clients will

appear in the Browse folder in the Tree view. The Gateway

Clients will not be added to the Internet Gateways folder.

Pass all data between connected Controls and Clients

Although data is transferred between the connected Control and

Client via the Gateway, this will appear seamless and performance

will not be affected.

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Set up Load Balancing Connectivity Servers

The NetSupport Connectivity Server (Gateway) allows you to use load

balancing to automatically spread Client connections across multiple

cluster member servers. When connections occur, the Primary

Connectivity Server will either accept them or automatically allocate

them to one of the other Load Balancing Connectivity Servers using a

round-robin method. You can specify the capacity of each of the Load

Balancing Connectivity Servers and also set a Secondary Connectivity

Server which will take over in the event the Primary Connectivity

Server goes down.

Notes:

• You can set up a maximum of 20 Load Balancing Connectivity

Servers.

• Load balancing is only available for version 14.00 Clients and

above. Pre-version 14.00 Clients will still be able to connect to

the Connectivity Server, but they will not be distributed between

Load Balancing Connectivity Servers.

• Load balancing can't be enabled on a Connectivity Server if it is

also a Notification Server for NetSupport Notify or if it has any

classes defined in ClassLink One Roster or Google Classroom (this

applies to NetSupport School).

• It is NOT intended that NetSupport School students are to be

accessible using HTTP connections from anywhere other than the

local TCP/IP network.

Step 1 - Set up a cluster Primary Connectivity Server

1. Open the NetSupport Connectivity Server Configuration Utility on

the machine to be used as a Primary Connectivity Server.

2. Select the Servers tab.

3. Select Operate as the primary connectivity server.

4. Select Operate as part of a load balanced cluster.

5. Set the weight of Clients this server will take.

Note: By default, this is set to 1000 and is based on the network

connection speed of the Connectivity Server machine. We

recommend that the Primary Connectivity Server is set to

90% to allow for the overhead of brokering connections.

For example, if the Primary Connectivity Server has a 1Gb

network, set the weight to 900.

6. Click Apply.

Step 2 - Set up the Load Balancing Connectivity Servers

1. Open the NetSupport Connectivity Server Configuration Utility on

the machine to be used as a Load Balancing Connectivity Server.

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2. Select the Servers tab.

3. Select Operate as part of a load balanced cluster.

4. Select Operate as a cluster member server.

5. Enter the fully qualified domain name (FQDN) and port (443 is

used by default) of the Primary Connectivity Server.

6. Click Apply.

Notes:

• The Gateway service will manually need to be restarted.

• The Keys, Operators, Licenses, Classes and 2FA tabs in the

NetSupport Connectivity Server Configuration Utility are disabled

when the Connectivity Server is being used as a Load Balancing

Connectivity Server.

Step 3 - Configure the Load Balancing Connectivity Server(s)

at the Primary Connectivity Server

Once you have set up your load balancing server(s), you now need to

configure these at the Primary Connectivity Server.

1. Open the NetSupport Connectivity Server Configuration Utility on

the Primary Connectivity Server machine.

2. Select the Servers tab.

3. Click Add.

4. Enter the fully qualified domain name (FQDN) of the Load

Balancing Connectivity Server and the weight of Clients it will

take.

5. If this Connectivity Server is to be used as a Secondary

Connectivity Server, click Operate as Secondary Server for

cluster.

6. Click OK.

7. The Load Balancing Connectivity Server will be displayed in the

list. An icon will indicate whether the Primary Connectivity Server

can communicate with it.

Note: You can disable a Load Balancing Connectivity Server by

clearing the checkbox next to the server name.

8. Add any further Load Balancing Connectivity Servers and when

done, click Apply.

Note: The Gateway service will manually need to be restarted.

For further information on setting up and configuring Load Balancing

Servers, click here.

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Setting up and using two-factor authentication

Two-factor authentication provides an extra layer of security when

Control users connect to Clients on a Gateway. The Control user

needs to be validated before the first Client connection can be made

on a Gateway. This validation lasts for 12 hours (this can be

customised) or until the Control is restarted. NetSupport Manager

supports time-based one-time password (TOTP) or Duo Push.

You’ll need an authenticator app to generate the required password

codes on your mobile device. We support the following authenticator

apps:

• Google Authenticator

• Microsoft Authenticator

• Duo Mobile

Note: The Primary Gateway and all devices running authenticating

apps must be synchronised with UTC regardless of the time

zone.

Setting up TOTP

1. Right-click the NetSupport Connectivity Server icon in the

system tray and select Configure Connectivity Server.

2. Go to the 2FA tab.

3. Select TOTP.

4. If you want to apply the settings to existing operators, click Yes.

Note: Operators can only be associated with one user.

5. Enter an issuer name. This defaults to the licence name and is the

account name that will appear in the authenticator app.

6. If you need to add a new operator, go to the Operators tab.

7. If not already enabled, select Restrict remote control access to

specified operators.

8. Click Add, enter the required details and ensure Require 2FA

(TOTP) is selected.

9. Click OK.

10. Click Apply.

Using TOTP

1. Select the Internet Gateways folder in the Control window Tree

view and choose the required Gateway.

2. Browse for the Gateway Clients.

3. Connect to a Client. A QR code is displayed the first time you

connect using TOTP. Scan this with an authenticator app on your

mobile device and click OK.

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4. A dialog is displayed asking for a one-time password code.

5. Open your authenticator app to generate this code.

6. Enter the code and click OK. The Gateway will validate and allow

the connection.

Notes:

• You only need to validate the first Client connection, and once

you have entered the password code, no further codes need to be

entered unless the Control is restarted. By default, the password

code is valid for 12 hours (this can be customised in the

NetSupport Connectivity Server Configuration Utility - 2FA tab).

• You can reset an operator's account and send a new QR code to

them the next time they connect to a Client. In the NetSupport

Connectivity Server Configuration Utility - Operators tab, select

the required operator, click Edit and select Reset Account/QR

code.

Setting up Duo Push

Note: To use Duo Push, you must have a paid Duo subscription.

1. Right-click the NetSupport Connectivity Server icon in the

system tray and select Configure Connectivity Server.

2. Go to the 2FA tab.

3. Select Duo.

4. If you want to apply the settings to existing operators, click Yes.

Note: Operators can only be associated with one user.

5. Enter the API hostname along with the Auth API and Admin API

integration and secret keys.

Notes:

• This information can be copied from the Duo Admin Panel

Dashboard.

• An 'owner' level Duo administrator's account is required to

obtain the Admin API information.

6. If you need to add a new operator, go to the Operators tab.

7. If not already enabled, select Restrict remote control access to

specified operators.

8. Click Add, enter the required details and ensure Require 2FA

(Duo) is selected. If you want to link this operator with an

existing enrolled Duo username, enter the username here.

9. Click OK.

10. Click Apply.

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Using Duo Push

1. Select the Internet Gateways folder in the Control window Tree

view and choose the required Gateway.

2. Browse for the Gateway Clients.

3. Connect to a Client. A QR code is displayed the first time you

connect using Duo. Scan this with the Duo Mobile app and click

OK.

4. A push notification is received and you need to approve this in the

Duo Mobile app.

5. The connection is made.

6. The Gateway will validate and allow the connection.

Notes:

• You only need to verify the first Client connection, and once Duo

has validated this, no further verification is needed unless the

Control is restarted. By default, the Duo validation lasts for 12

hours (this can be customised in the NetSupport Connectivity

Server Configuration Utility - 2FA tab).

• You can reset an operator's account and send a new QR code to

them the next time they connect to a Client. In the NetSupport

Connectivity Server Configuration Utility - Operators tab, select

the required operator, click Edit and select Reset Account/QR

code.

For further information on enabling and configuring two-factor

authentication via Duo, click here.

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Connecting through firewalls and proxy

servers

It is possible to have NetSupport Manager Clients/Controls running on

the inside of a firewall/proxy server and still be available for

connection to workstations on the outside without compromising the

security of the network. Likewise, you are able to connect to Control

and Client workstations running outside firewalls/proxy servers.

Note: While this section provides general guidance, NetSupport’s

Gateway feature is specifically designed to provide seamless

remote control between PCs that may both be located behind

different firewalls. The Gateway provides a stable and secure

method for connecting Clients and Controls and delivers web-

based remote control without the need for modifications to

existing Firewall configurations. The HTTP protocol on port

443 is used for Gateway communications. You will need to

ensure that this port is open within your firewall

configuration.

Connecting to Controls and Clients INSIDE firewalls

For a Control on the external network of a firewall to connect to

Clients on the firewalls internal network, you must enable some form

of address translation. This process translates the address of a

workstation on the internal network, which would otherwise be

invisible, into an address that is accessible from the external network.

You should (depending on the firewall) be able to specify which IP

addresses can access the internal workstation and which port is open.

TCP/IP ports used by NetSupport Manager

Control to Client

The NetSupport Manager Control uses TCP/IP port 5405 to send IP

requests to Clients, and the NetSupport Manager Client listens on

port 5405 for incoming requests from the Control.

Client to Control

With the introduction of the Client Connect feature in NetSupport

Manager 5.00, it was necessary for an additional port to be created to

ensure that the two methods of connection (Control calling Client,

Client calling Control) could run alongside each other without conflict.

Port 5421 is registered for this purpose.

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Connecting to Controls and Clients INSIDE proxy servers

This will not be possible with proxy servers, as they will not provide a

means of address translation. A proxy server, by design, will not

allow connections into a protected network.

Connecting from within a firewall or proxy server to a Client

on the outside requires the following:

• Port 5405 enabled for outgoing connections on your firewall or

proxy server.

• A Client on the other side listening on the same port number and

visible to the Control on the inside of the firewall/proxy server.

Client calling a Control

1. Enable port 5421 for outgoing connections on your firewall or

proxy server.

2. Right-click the NetSupport Manager Client icon in the system tray

and select Call Control.

3. Enter either the hostname or IP address of the Control you wish

to connect to.

4. The Control will then receive a message stating that a Client is

attempting to make a connection. They can choose to accept or

disconnect the attempt.

Note: Port 5421 is not configurable.

Control calling a Client

1. Select the Home tab in the ribbon.

2. In the Quick Connect section, enter the Client machine name,

logged-on user name or network address in the Text field and

select the required Connect By icon:

Connect by logged-on user name.

Connect by machine name.

Connect by IP address.

3. Click Quick Connect.

Note: NetSupport Manager will not communicate directly with a

proxy server via SOCKS and will only work if a TCP/IP direct

connection is available.

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Implementing NetSupport Manager in a

Terminal Server environment

A NetSupport Manager Control can connect to Clients within a

Terminal Server environment.

NetSupport Manager provides a quick and easy method to install and

use NetSupport Manager in a Terminal Server Environment. From

version 11, the Client is no longer started as an application when

each Terminal Server Session is started. Instead, the NetSupport

Manager Client Service installed on the Microsoft Terminal Server will

spawn a new Client process for each new Terminal Server Sessions

started.

Note: The Client Terminal Server settings can be configured in the

NetSupport Manager Client Configurator.

For further information regarding Terminal Server support, please

visit our Knowledge Base and refer to product article Setting Up

NetSupport Manager to run in a Microsoft Terminal Server

Environment.

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Intel vPro support

NetSupport Manager can connect to machines that have Intel®

vPro™ technology. NetSupport Manager can browse and locate PCs

that have vPro capability and perform a variety of functions.

Connection can even be made to a machine before the operating

system has loaded.

The Intel Setup and Configuration Service (SCS) provides tools to

centrally set up and configure vPro machines. SCS is a server for vPro

and is also called a provisioning server.

There are two modes vPro machines can be configured to use:

Basic mode

Scan for vPro machines on your network using an IP address range.

Basic mode uses Digest authentication - a user name and password is

required to establish a connection.

Advanced mode

Retrieve vPro machines from SCS. Advanced mode uses Kerberos

authentication - a certificate is required to establish a connection.

Notes:

• To use Kerberos authentication, the Control must have Windows

XP (service pack 3), Windows 2003 (service pack 2) or higher.

• You can switch between modes in the Control configuration.

To find vPro machines

1. Select the vPro Management folder in the Tree view.

2. Click the Scan for vPro machines icon.

3. If the Control is configured for 'small business mode', an IP range

will need to be entered.

4. PCs that have vPro capability will be displayed in the List view.

5. Select a PC to access the available functions in the Home tab of

the ribbon.

Note: You can also right-click on a PC to access the available

functions.

6. If connecting via basic mode, you will be required to enter a user

name and password. If connecting via advanced mode, you will

need to select a certificate to connect.

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Functions provided are:

• Power on

• Power off

• Reset

• Boot to Bios

• Boot to media

• Web view (manage a machine using vPro through your browser).

Notes:

• A NetSupport Manager Client is not required to perform these

functions.

• Power off, reset and boot to Bios or device is similar to pulling the

power cord. There will be no attempt to close any open

applications, so data could be lost.

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Searching for Clients

You can easily find Clients and objects in the Tree view using the

search feature. The search results will be displayed in the Search

folder of the Tree view (this folder will only appear once you have

performed a search).

1. Select the View tab in the ribbon and enter the search term in the

Search Text field. You can search for Clients by logged-on user

name, PC name or IP address by clicking the relevant icon:

Search by logged-on user name.

Search by PC name.

Connect by IP address.

2. By default, you will only search for Clients. To search for all

objects in the Tree, click .

3. To make the search case-sensitive, click .

4. Click Search.

5. The results will be displayed in the Search folder in the Tree view.

Note: When you have performed a search, you can remove the

search results (and remove the Search folder from the Tree

view) by clicking the Close Search icon on the ribbon.

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Disconnecting a Client

When you have finished remote controlling connected Clients, you

must disconnect from them before closing your NetSupport Manager

session.

To disconnect a Client

1. Select the Client you want to disconnect in the List view.

2. Select the Home tab in the ribbon and click Disconnect.

Right-click on the Client icon and choose Disconnect.

Click Connected on the status bar, select the required Client in

the list and click .

Disconnecting all Clients

Rather than disconnecting Clients individually, you can disconnect all

connected Clients in a single action.

To disconnect all Clients

1. Select the Home tab in the ribbon and click Disconnect All.

Click on the status bar.

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Client automatic login

If a generic naming convention is used for your PCs, you can

automatically log the Clients in to save time.

To automatically login Client machines

1. Select the Client machine(s) you wish to login.

2. Select the Remote tab in the ribbon and click Login.

Select the tab displaying the Client's name in the ribbon (or the

Selection tab, if more than one Client has been selected) and click

Right-click and select Login .

Select the required group from the Tree view, choose the Group

tab in the ribbon (or right-click the group) and click Login.

3. The Login dialog will appear.

4. Enter the user name, password and domain and click Login. The

user name will appear once the login has been successful.

5. You can also view Client screens from this dialog, select the

required Client and click View.

6. When you have finished, click Close to exit.

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Client automatic update

A quick and easy way to update Clients to the same version as the

Control is to use the automatic update facility. Any NetSupport

Manager components that are installed on the Client machine will be

updated to the current Control version.

Note: Only available on Windows-based Clients.

To automatically update the Client

1. Select the Client(s) that you wish to update.

2. Select the tab displaying the Client's name in the ribbon (or the

Selection tab, if more than one Client has been selected) and click

Update.

3. The Clients will be updated to the same version as the Control.

Notes:

• The Clients must either be logged in with administrator rights or

logged off for the updates to take place.

• The Remote Deployment Utilities must be installed on the Control

machine to use this function.

• If Disable File Transfer and Disable Execute are selected in

the Client Configurator, you will not be able to update the Client.

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Power management – Power on/power off

Power consumption equates largely with heat generation and

increased energy consumption. With millions of workstations in use

and sometimes hundreds located in the same company, the desire to

conserve energy has grown from a minor issue to a major issue.

Power management is a technique that enables hardware and

software to reduce system power consumption. It works by shutting

down portions of the hardware during periods of downtime, meaning

that the workstation is ready to work when you are and conserve

energy when you are not.

Client power on

To power on a NetSupport Manager Client, the workstation must have

a Wake-on-LAN network adapter and a BIOS that will support it

(consult your network adapter documentation for more information).

The Client must also be known to the Control. The Control sends a

Wake-on-LAN packet to the Client network adapter, which instructs

the workstation to power on.

To power on a NetSupport Manager Client

1. Select the icon(s) of the Clients you wish to power on.

2. Select the Remote tab in the ribbon and click Power On.

3. Select the tab displaying the Client's name in the ribbon (or the

Selection tab, if more than one Client has been selected) and click

Power On.

Right-click and choose Power On.

4. The Client workstations will now power on.

To power on a group of Clients

1. Open the All Computers folder in the Tree view and select the

required group.

2. Select the Group tab in the ribbon and click Power On.

Right-click on the group and click Power On .

3. The Client workstations will now power on.

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Client power off

NetSupport Manager uses the Advanced Power Management (APM)

features of the Windows operating system (where supported) to

provide Client power down capabilities. APM relies on the Client

workstation having an ATX motherboard and ATX power supply.

A Control can remotely power off a Client workstation using the

NetSupport Manager Power Management function.

To power off a NetSupport Manager Client

1. Ensure all open applications at the Client workstations are closed.

2. Select the icon(s) of the Clients you wish to power off.

3. Select the Remote tab in the ribbon and click Power Off.

Select the tab displaying the Client's name in the ribbon (or the

Selection tab, if more than one Client has been selected) and click

Power Off.

Right-click and choose Power Off.

4. The Client workstations will now power off.

To power off a group of Clients

1. Ensure all open applications at the Client workstations are closed.

2. Open the All Computers folder in the Tree view and select the

required group.

3. Select the Group tab in the ribbon and click Power Off.

Right-click on the group and click Power Off .

4. The Client workstations will now power off.

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Rebooting or logging out Clients

Enables a Control to remotely reboot or log off Client workstations

either individually or by selected group.

To reboot or log out a Client

1. Select the Client in the Control window List view.

2. Select the Remote tab in the ribbon and click Reboot or Logout.

Select the tab in the ribbon displaying the Client's name and click

Reboot or Logout.

Right-click on the Client icon and select Reboot or Logout

3. Click Yes, to confirm send reboot/logout.

4. You will be immediately disconnected from the Client.

1. While viewing the Client, select the Home tab in the View window

ribbon and click Reboot or Logout.

2. Click Yes, to confirm send reboot/logout.

3. You will be immediately disconnected from the Client.

To reboot or log out a group of Clients

1. Select the required group from the Tree view.

2. Select the Group tab in the ribbon and click Reboot or Logout.

Right-click the group and select Reboot or Logout .

3. Click Yes, to confirm send reboot/logout to the group.

4. You will be immediately disconnected from the members of the

group.

Note: Make sure that all workstations within the group are available

and not being used by other staff before you use this

function.

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Sending Ctrl+Alt+Delete

You can send Ctrl+Alt+Delete to a workstation that you are viewing

or simply connected to.

To send Ctrl+Alt+Delete to a connected Client

1. Press the Ctrl+Alt+Esc keys simultaneously.

1. Select the Remote tab in the ribbon and click Send CAD.

Select the tab in the ribbon displaying the Client's name and click

Send CAD.

Right-click and select Send Ctrl+Alt+Delete .

2. Click Yes, to confirm send Ctrl+Alt+Delete.

To send Ctrl+Alt+Delete to a Client you are viewing

1. Press the Ctrl+Alt+Esc keys simultaneously.

1. Select the Home tab on the View window ribbon and click

Ctrl+Alt+Delete.

2. Click Yes, to confirm send Ctrl+Alt+Delete.

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Viewing Clients

Having connected to a Client, you can now remotely control it. This is

called Viewing. The Client’s screen will be displayed in a window on

the Control workstation. NetSupport Manager will allow you to view

multiple Client screens, each in its own window, simultaneously.

Note: While viewing a Client, you can drag and drop files from the

Control Windows Explorer directly to the Client's desktop.

To view a Client

1. Select the required Client icon.

2. Select the Home or Remote tab in the ribbon and click View

Client.

Select the tab in the ribbon displaying the Client's name and click

View Client.

Double-click the Client icon in the List view.

Right-click on the Client icon and choose View.

Click the appropriate Client icon on the Quick Access bar and

select the View Client icon.

3. The View window for that Client will now appear at the Control.

To aid navigation of the Client screen, a thumbnail image of the

screen is displayed, enabling you to scroll the Client desktop

more easily. Click and drag inside the thumbnail to view specific

areas. The navigation panel can be enabled or disabled by

selecting Navigation from the View window ribbon.

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The View Window

The View window is the primary interface for interacting with

individual Client’s. Each Client has its own View window. The Client

View windows are used for displaying the screens of the Clients at the

Control. You can have multiple Client View windows open and

displayed simultaneously.

The View window is divided into the following sections:

The caption bar

The caption bar displays the name of the Client that you are currently

viewing. Clicking the Client name brings up a Remote Management

pane, and from here, you can see details of the Client and perform a

variety of functions.

By default, the Client name, wireless and battery indicators (if

applicable) and security status (shows if TLS or encryption are

enabled or not) are displayed on the caption bar. You can customise

what is displayed and choose to show the Client's logged-on user

name, IP address, operating system, enclosure type and location by

right-clicking the Client name.

Note: Changing the Client display options here will also change them

on the quick access bar, connected Clients list on the status

bar and when zooming into thumbnails.

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The following options are available:

Show or hide the ribbon.

Access the View settings for the current configuration.

Shows how many windows are open. From here, you can

access the Window menu.

Access the online help and version number, licensee,

Technical Support and compression information.

The ribbon

The ribbon provides access to all features, tools and settings available

to use at the Client you are currently viewing. Positioning the cursor

over an icon will display a brief description of its function. The ribbon

is organised into three main tabs:

1. Home

Allows you to select the mode in which the Client will be remote

controlled, customise how the View window is displayed, cut and

paste between applications on the Client and the Control

workstations and launch an application at the Client.

2. Tools

Provides a selection of tools available to use at the Client you are

currently viewing.

3. Audio

Allows you to enable audio between a Control and a Client and

configure the settings.

Note: A Monitor tab will appear in the ribbon when viewing a Client

with multiple monitors. From here, you can choose to switch

the view between monitors or view the whole desktop.

The Client screen area

This is used for displaying the screen of the Client.

Status bar

The status bar shows the current view mode, the number of

connected Clients, the current keyboard layout (by default, this is set

to international keyboard; click to change this), if print capture is on

(click to enable) and the FPS counter.

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You can see a list of all connected Clients by clicking Connected

(clicking a Client name opens a View window for them). Right-click to

choose how the Client is displayed in the list.

Notes:

• For acceptable performance while viewing, ensure that the

Client’s Active Desktop is turned off.

• If the Control and the Client are both using touch-enabled

devices, the Control will be able to control the Client machine

using touch commands.

• You can customise the action taken when double-clicking a Client

icon in the List view (by default, this opens a View window) in the

Control configuration - Control Interface Settings.

To return to the Control window

1. On the caption bar, click .

View Modes

You can view a Client in three modes:

The Client’s screen will be displayed at both the Control and the

Client. Both the Control and the user at the Client will be able to

enter keystrokes and mouse movements.

Watch

The Client’s screen will be displayed at both the Control and the

Client. Only the user at the Client will be able to enter keystrokes and

mouse movements. The user at the Control will be locked out.

Control

The Client's screen will be displayed at both the Control and the

Client. Only the user at the Control will be able to enter keystrokes

and mouse movements. The user at the Client will be locked out.

To change the view mode

1. While viewing the Client, select Share, Watch or Control on the

View window ribbon.

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Viewing multiple Client screens simultaneously

NetSupport Manager enables you to view multiple Clients

simultaneously, each in its own window. You can even scale their

individual View windows to fit on the Control’s screen.

To view multiple Client screens

1. View each Client you want to include.

2. On the caption bar of the Control window or any Client View

window, click Window Menu , select Tile and choose which

NetSupport Manager windows you want to display.

Your chosen windows will be tiled on the Control’s screen. If you want

to see the entire Client’s screen, click the Scale to fit icon on the

ribbon of each Client’s View window.

Note: Scale to fit is on by default.

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Blanking the Client’s screen while viewing

For security reasons, you may require the Client screen to be blank

while you are remotely controlling it.

Note: This feature is only available on Clients running Windows 10

v2004 and above (legacy support is provided for Clients

running Windows 8 and below).

1. Select the Home tab in the View window ribbon and click the

Blank screen icon.

2. The Client’s screen will be blanked.

3. To restore the screen, click the Blank screen icon again.

Viewing a Client full screen

Viewing a Client in Full Screen mode removes the caption bar and

ribbon and maximises the View window. What you see is exactly what

would be seen on the remote workstation.

To view a Client in full screen mode

1. Click the Full Screen icon in the Client's View window ribbon.

2. The Switch to Full Screen dialog will appear.

3. A floating toolbar will be displayed while in Full Screen mode,

allowing access to frequently used features and tools. Click

to expand the toolbar and access the full range of tools. Click

to switch back to windowed mode.

Note: You can also return to windowed mode by using the hotkeys

Ctrl+Left Shift+Right Shift.

Scale to Fit Mode

Scale to fit allows you to view a remote screen within the available

size of the View window rather than providing you with a series of

scroll bars so that you can pan around the screen.

This allows you view multiple screens simultaneously to maintain an

overview of a number of selected workstations.

Note: Using scale to fit does impact on the quality and clarity of

the view and is designed to allow you to monitor a screen as

opposed to work on it. Try it for yourself and decide what

level of scaling is acceptable for your purposes.

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To view a View window to scale

1. Click the Scale to fit icon on the View window ribbon.

Displaying the View settings for a Client

During any control session where you may be working with more than

one Client, you can tailor how each Client interacts with the Control.

For example, on one Client, you may want to use compression

because it is on a slow link, but on another, you may want to turn

compression off. NetSupport Manager allows you to do this by

modifying the default settings for the current Control profile.

To adjust View settings while viewing

1. Select the Client to view.

2. Click on the View window caption bar.

3. The Settings dialog will appear.

4. Configure which options will be enabled when you start a View

session. (Refer to the Control Configuration - Remote Control

Settings section of this manual for detailed information about the

available options)

Note: If you edit the Client settings, the changes you make only

apply to that Client during the current Control session. If you

want to change the settings permanently, check the Update

Configuration box.

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Scanning

The Scan function enables you to cycle through each connected Client

in turn, displaying its screen on the Control. It is an alternative to

viewing multiple Clients in scaled windows, which may cause their

screens to be unreadable.

Multiple Client screens can also be scanned in one Scan window.

Scan one Client screen at a time

1. Select the Clients to include in the scan.

2. Click the Remote tab in the ribbon.

3. Select the One Client at a time icon .

4. Use this slider control to specify the interval before the scan is

advanced to the next Client. The scan period can be set anywhere

between five seconds to two minutes.

5. Click Start.

6. The Scan window will appear and immediately show you the first

Client in the sequence. It will cycle through the selected Clients,

showing their screens on the Control until you end the scan.

Note: If you want to start scanning from a particular Client, select

their name in the Scan dialog.

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Scanning multiple Client screens

Multiple Client screens can be scanned simultaneously in one Scan

window.

Note: You can display up to 16 Client screens in one Scan window at

a time.

To scan multiple screens simultaneously

1. Select the Clients to include in the scan.

2. Click the Remote tab in the ribbon.

3. Select the number of Client screens to be displayed in the Scan

window by clicking the relevant icon:

Clients will be arranged 2x2.

Clients will be arranged 3x3.

Clients will be arranged 4x4.

4. If you are scanning more than four Clients, you can select a scan

interval by using the slider. The scan period can be set anywhere

between five seconds to two minutes.

5. Click Start.

6. The Scan window will appear.

To end the scan

1. On the caption bar, click .

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The Scan window

The Scan window will cycle through the selected Clients, showing

their screens on the Control until you end the scan. If you want to

start scanning from a particular Client, highlight their icon before you

start the scan.

The Scan window is divided into the following sections:

The caption bar

The caption bar displays the name of the Client you are currently

scanning (this will not appear when scanning multiple Clients

simultaneously). Clicking the Client name brings up a Remote

Management pane, and from here, you can see details of the Client

and perform a variety of functions.

By default, the Client name, wireless and battery indicators (if

applicable) and security status (shows if TLS or encryption are

enabled or not) are displayed on the caption bar. You can customise

what is displayed and choose to show the Client's logged-on user

name, IP address, operating system, enclosure type and location by

right-clicking the Client name.

Note: Changing the Client display options here will also change them

on the quick access bar, connected Clients list on the status

bar and when zooming into thumbnails.

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The following options are available:

Show or hide the ribbon.

Access the settings for the current scan session.

Shows how many windows are open. From here, you can

access the Window menu.

Access the online help and version number, licensee and

Technical Support information.

The ribbon

The following icons are available for a single Client scan:

• Previous, Auto Advance and Next

Allows you to turn auto timing on or off, or choose to move

forwards or backwards between individual Clients. The Previous

icon shows the previous Client screen scanned. The Next icon

shows the next Client's screen in the scan cycle.

• Scale to fit

It may be that the Client is running in a higher resolution than the

Control. Selecting this option will resize its screen to fit the window

in which it is displayed.

• Full Screen

Allows you to scan in Full Screen mode. You can use the Scan

Floating toolbar to control the operation.

• Screenshot

A snapshot of the current Client window can be taken.

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The following additional icons are available for a multiple Client scan:

• Maximise

Maximises a selected Client's window. You can also click in the top

right-hand corner of the Client window.

• Lock

Locks a selected Client's keyboard and mouse.

• Chat

Initiates a Chat session between a Client and the Control.

• Share

To view a Client in Share mode.

The Client screen area

This is used for displaying the screen of the Client or multiple Client

screens when performing a scan.

The Status bar

The status bar shows the scan timer, which indicates how far through

the scan interval you are.

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Screen Capture

Screen capture allows you to take a snapshot of the current Client

screen whilst viewing or scanning and save this to a file. The Client

name, date and time will be recorded when saved.

Capture a Client's screen

1. When viewing or scanning a Client, select the Home tab in the

ribbon.

2. Click Screenshot .

3. The current Client screen will be captured and automatically saved

as a .png to NetSupport Manager\Snapshots in your local Pictures

folder.

Note: An indicator will appear on the Screenshot icon showing

the number of screenshots that have been taken.

4. Clicking the Screenshot drop-down arrow lists the last nine

screenshots taken (you can view or delete them as required) and

you can open the folder where the images are stored.

Note: When scanning multiple Clients, a Client screen must be active

(highlighted) for screen capture to become available.

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Thumbnail View/Monitor Mode

Thumbnail view or Monitor mode allows a Control to display a

thumbnail view of all connected Client workstations simultaneously,

providing a quick and easy method for monitoring Client activity.

While in Monitor mode, the Control still has access to the full range of

NetSupport Manager features such as View, Chat and File Transfer.

To switch to thumbnail view

1. Display the required Client list by selecting the appropriate folder

in the Control window Tree view. You would generally want to

limit the number of displayed thumbnails to connected Clients

only.

2. Select the View tab in the ribbon and click Thumbnail.

Click on the status bar.

Right-click on a clear area of the List view and select Thumbnail.

The List view will display each Client thumbnail. By mousing over a

thumbnail, you can zoom in to that screen (this can be turned off by

clicking on the status bar). Double-clicking a thumbnail will open a

view session to that Client; right-click and you can select from the full

range of available Client features. For example, by selecting multiple

thumbnails, you can invite those Clients into a Chat session.

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Note: You can change the action taken when double-clicking a Client

in the Control configuration - Control Interface Settings.

Each thumbnail will show the computer name underneath and if the

thumbnail width is 144 pixels or larger, the current logged-on user,

operating system and IP address will also be displayed. By default,

battery and Wi-Fi indicators (if relevant to the device type) and

security status (shows if TLS or encryption are enabled or not) icons

appear on the thumbnail. You can customise what icons are displayed

on the thumbnail and choose to show the Client's logged-on user

name, IP address, operating system, enclosure type and location by

selecting the View tab in the ribbon and choosing the required options

from the Display Options drop-down list.

You can adjust the frequency at which the thumbnails are refreshed

by clicking on the status bar and selecting the required time

from the list.

If a Client is running multiple monitors, icons will be displayed on the

thumbnail, allowing you to switch between each monitor or view the

whole desktop. Click to access the Dual Monitor menu and select

what to view from the list. Click to view the whole desktop. Click

the number icon to view that monitor. The icon will turn green to

show which option is selected.

Note: When zooming into a Client screen, you can switch between

single and multi-monitor by clicking .

Grouping Clients in the List view

Clients can be conveniently grouped into categories using a range of

criteria, including the Client platform, connection type etc.

Organising Clients into categories

1. Select the View tab in the ribbon and click Group By.

2. Select the category you wish to organise your Clients by.

3. The Clients will now be grouped by the category in the List view.

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Launching applications

This feature allows you to launch (execute) an application on an

individual Client workstation or a group of Client workstations without

the need to remote control them.

Note: The application itself must be installed on or available to the

Client workstations.

To launch an application at a Client

1. Select the required Client in the List view.

2. Select the Remote tab in the ribbon and click Launch

Application.

Right-click the Client in the List view and choose Execute at

Client.

3. The Execute Application at Client dialog will appear.

4. Select the Execute tab.

5. Enter the name and path of the application to execute at the

Client.

Click to browse for the application on the Control workstation.

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Note: Check that Client applications are stored in the same

location as the Control to ensure successful execution.

6. Select Add to List to save it for future use in the Saved List tab.

Confirm the description and path.

Note: The application will be added to the Launch Application

drop-down list in the ribbon.

7. If you only want to execute applications to Clients that are logged

on, select the option Execute only if the Client is logged on.

8. If you don't want to view the result of the operation, click No

result required.

9. Click Execute.

10. The application will now be launched at the selected Client and

the result of the operation is displayed in the Results pane.

1. If you have saved a list of applications, select the required

application from the Launch Application drop-down list .

2. Click Client must be logged on to launch the application at

Clients that are logged on and if you don't want to see the results

of the operation, click No result required.

3. The application will be launched at the Client and the Execute

Application at Client dialog will appear, displaying any results.

Quick launching applications while viewing a Client

A list of applications can be saved in the View window, allowing you

to quickly launch these at the Client.

1. Select the Home tab in the View window ribbon.

2. Click Add.

3. Enter the name and path of the application.

Click to browse for the application.

4. Click OK.

5. The application will be listed in the Quick Launch pane.

Note: Click Manage to edit or remove a listed application.

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6. You can now launch the application at the Client. Select the

application in the list and click Launch or double-click the

application.

7. The application will run at the Client.

Note: You can also remotely launch an application that isn't listed by

selecting Launch Application, entering the name and path of

the application and clicking Execute.

To launch an application on a group of Clients

1. Open the All Computers folder in the Tree view.

2. Select the required group, go to the Group tab in the ribbon and

click Launch Application.

Right-click on the required group and choose Execute at Client.

3. The Execute Application at Client dialog will appear.

4. Select the Execute tab.

5. Enter the full path of the application you want to run.

Click to browse for the application on the Control workstation.

Note: Check that Client applications are stored in the same

location as the Control to ensure successful execution.

6. Select Add to List to save it for future use in the Saved List tab.

Confirm the description and path.

Note: The application will be added to the Launch Application

drop-down list in the ribbon.

7. If you only want to execute applications to Clients that are logged

on, select the option Execute only if the Client is logged on.

8. If you don't want to view the result of the operation, click No

result required.

9. Click Execute.

10. The application will now be launched at all selected Clients in the

group and the result of the operation displayed in the Results

pane.

1. If you have saved a list of applications, select the required

application from the Launch Application drop-down list .

2. Click Client must be logged on to launch the application at

Clients that are logged on and if you don't want to see the results

of the operation, click No result required.

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3. The application will be launched at the Clients in the group and

the Execute Application at Client dialog will appear, displaying

any results.

To save the details of your executed application for future use

1. Select the Remote tab in the ribbon and click Launch

Application.

2. The Execute Application at Client dialog will appear.

3. Click Add.

4. The Add/Edit Application Details dialog will appear.

5. Enter the name and path of the executable application.

6. Click OK.

7. The application will appear in the Saved List tab.

8. Click Close.

1. Select the Remote tab in the ribbon and click the Launch

Application drop-down arrow.

2. Click Add Application.

3. The Add/Edit Application Details dialog will appear.

4. Enter the name and path of the executable application.

5. Click OK.

6. Click Close.

The application will now be available from the Launch Application

drop-down list in the ribbon.

Note: A list of applications to launch can also be saved in the View

window.

To edit a saved executable application

1. Select the Remote tab in the ribbon and click Launch

Application.

2. The Execute Application at Client dialog will appear.

3. Select the Application to edit.

4. Click Edit.

5. The Add/Edit Application Details dialog will appear.

6. Make the required changes.

7. When finished, click OK.

To remove a saved executable application

1. Select the Remote tab in the ribbon and click Launch

Application.

2. The Execute Application at Client dialog will appear.

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3. Select the application to remove.

4. Click Remove.

5. A confirmation dialog is displayed, click Yes.

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User Defined Tools

As well as allowing a Control to launch applications on Client

workstations, you can automatically run a task on a Control

workstation using a defined tool. These tools can also be copied to

other Control workstations for use.

To add a tool

1. Select the Tools tab in the ribbon and click Add in the User

Defined section.

2. The Add Tool dialog will appear.

3. Choose to add a program or script tool by selecting the

appropriate tab.

4. Enter the required information.

5. Click OK.

6. The tool will be listed.

7. Click Edit to change the properties of a listed tool or Delete to

remove the tool.

8. Click Close.

To run a tool

1. Select the Tools tab in the ribbon.

2. Select the tool you wish to run from the User Defined pane and

click Run.

Double-click the tool in the User Defined pane.

3. The tool will automatically run.

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To copy user defined tool settings to other Control machines

1. At the Control machine you want to copy the settings from, click

the Change the settings for current Configuration icon on

the caption bar.

2. Select File Locations.

3. In the Tools file section, click Change.

4. Specify an alternate location or name for the tools file.

5. Make this file available to the Control machine that is going to

adopt this tools file.

6. Open the Control Configurator at this Control machine and follow

steps 2 and 3.

7. Select the new tools file, click Open.

8. The new tools file will be implemented.

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Showing the Control screen to Clients

As well as enabling you to remote control Clients, NetSupport

Manager allows you to show your screen to:

• A selected individual Client

• A pre-defined group of Clients

• An ad hoc selection of Clients.

Replay Files can also be shown to Clients.

Notes:

• During a Show, NetSupport Manager displays in real-time all

actions undertaken by the Control. In addition, the Control has

the option to enable ‘hotkeys’, ensuring that any key

combinations (e.g. CTRL+V) used by the Control during the show

are also visible to the Clients. If using a mixture of key

combinations (e.g. ALT+V+T), NetSupport Manager will only

display two consecutive keystrokes at any one time. The key

combinations will not appear if the Control taskbar is not active.

• To improve performance when showing to a large number of

machines, NetSupport Manager's Broadcast Show facility is

enabled by default. This results in the screen information being

sent to all machines simultaneously, thus improving the speed of

transfer. Turning this feature off results in the screen information

being sent to each Client machine in turn. Whilst reducing overall

network traffic generated by NetSupport Manager, using this

feature will generate additional broadcast packets on your

network. It is recommended that you consult your network

administrator before using this feature. The Show can be sent to

Clients using multicast. The broadcast will only be sent to

machines included in the specified IP multicast address.

To show a Control screen

1. Select the Desktop tab in the ribbon and click Show Desktop.

If showing your screen to a group of Clients, select the required

group in the Tree view and click Show Desktop in the Group tab

in the ribbon or right-click the group and select Show Desktop.

2. The Show dialog will appear.

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In this dialog, you select the Client (or Clients) that you will show

your screen to and set any associated properties.

Ready to start showing to:

Select the Client or Clients that you will show your screen to. You can

exclude Clients from the show by clicking the green tick next to their

name (a red cross will appear).

Create Replay File at Client

The Show session can be recorded and stored in a Replay File, giving

Clients the opportunity to play back the session at a later date.

Show Hotkeys

To ensure that all actions performed by the Control are visible to the

Clients during a Show, you can enable the use of hotkeys. Any key

combinations that the Control uses, e.g. CTRL+V, will be displayed at

both the Control and Client screens.

Note: If using a mixture of key combinations, e.g. ALT+V+T,

NetSupport Manager will only display two consecutive

keystrokes at any one time.

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Enable Audio Support

This turns audio support on. If you are showing to only one Client,

both the Control and Client can speak. If you are showing to many,

only the Control can speak (announce). See Using Audio Support for

details.

Set Show Mode at Client (Windowed, Full Screen or Maximise

window)

This option allows you to show at the Client either in a small window,

full screen or maximised window. When showing in windowed and

maximised window size, the Client’s mouse and keyboard are not

locked.

Screen Scrape

NetSupport Manager’s favoured (and the most efficient) method for

capturing screen data is to hook into the Video Driver of the

workstation being viewed. However, there may be occasions when

this method will not work because certain applications bypass the

driver. In these circumstances, you can enable ‘screen scrape’ mode

in order to take a snapshot of the screen. Although this will have a

greater impact on the network, it will at least provide an accurate

representation of the Client’s screen.

Send Physical Fonts

In order to reduce the volume of data being sent when sharing

information of this nature, NetSupport Manager passes the font

information by reference. The target workstation will refer to its own

internal font mappings to find an appropriate match to the one that

has been sent. In most cases, the same fonts will be available, but if

there are instances where this isn’t the case, you can send the full

information. Check this box to enable.

Show Monitor:

NetSupport Manager will identify if the Control is running multiple

monitors, giving you the option to choose which one to show from the

drop-down list. If you are unsure which is the correct screen, click

Identify. Alternatively, select Whole Desktop to show all.

To end the Show

1. Double click on the Show icon in the taskbar.

2. This will display the Showing dialog.

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The buttons have the following purposes:

End

Ends the Show and releases the Clients’ screens and keyboards.

Resume

Resumes the Show.

Continue

The Clients’ screens and keyboards will remain locked while you

prepare other work at the Control. They will not be able to see what

you are doing. Effectively, the Show is suspended.

Show Application

The application being shown to Clients is displayed. To change the

application, drag the icon to the required application on the Control's

desktop and release (a pink border will appear around the selected

application as you move the mouse around the desktop).

Note: This option will only appear when showing an application.

1. Right-click on the Show icon on the taskbar.

2. Click End Show.

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Showing a Client screen to Clients

With NetSupport Manager, it is possible to show the Control’s screen

to a number of connected Clients. It is also possible to show a Client’s

screen to a number of other connected Clients.

For example, it may be that workstation_1 has an application on it

that you need to show to the Accounts department. Therefore, by

viewing workstation_1 and then showing to all members of the

Accounts department, they will now be able to see workstation_1’s

screen.

To show a Client’s screen

1. Connect to the Clients you wish to show to and the Client you

wish to view.

2. View the Client whose screen you wish to show.

3. Select the Desktop tab in the ribbon and click Show.

4. The Show dialog will appear.

5. Select the These Clients option.

6. Exclude the Client you are currently viewing from the Show by

clicking the green tick next to their name (this will change to a

red cross). If you don’t do this, you will get an error saying that the

Control cannot show to this Client while you are viewing it.

7. Click Show.

The Client’s screen that is being viewed will be shown to the other

Clients. You can use features such as Scale to Fit and Full Screen to

Show more of the Client’s screen.

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Show Application

The Show feature enables you to display the Control screen to

Clients. However, if a number of programs are open at the Control,

there may be occasions when you want to show a single application

in isolation.

To show an application

1. Select the Clients to include in the Show.

2. Select the Desktop tab in the ribbon and click Show Application.

If showing the application to a group of Clients, select the

required group in the Tree view and click Show Application in

the Group tab in the ribbon or right-click the group and select

Show Application.

3. The Show Application dialog will appear.

4. Drag the icon to the required application on the Control’s

desktop and release (a pink border will appear around the

selected application as you move the mouse around the desktop).

Click Select and choose the application from the displayed list.

Note: NetSupport Manager will identify if the Control is running

multiple monitors, giving you the option to confirm which

one the selected application is sited on. If you are unsure

which is the correct screen, click Identify. If only one

monitor is detected, select Whole Desktop.

5. Click Show.

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Audio support

NetSupport Manager allows you to use audible communications to

connected Clients via microphones, headphones and speakers. The

Control can also listen to microphone output and background sounds.

This can be used while viewing a Clients screen, showing your screen

to a Client on their workstation or outside of a remote control session

by selecting the required Client. NetSupport Manager will only

operate audio if the workstations have Audio Support installed.

Using audio support

1. Select the required Client in the List view.

2. Select the Remote tab in the ribbon and click Audio.

Right-click the Client and select Audio.

3. Right-click the required Client in the List view and select Audio.

4. The Audio toolbar will be displayed.

From here, you can:

• Turn audio on or off.

• Enable only the Control or the Client to talk.

• Listen to the Client.

• Click Settings to set the microphone sensitivity and select

the audio quality.

Minimising the Audio toolbar will disable the current audio session,

this can be re-started by activating the toolbar. You can start more

than one audio session, but only one session can be active at any one

time.

To use audio support when viewing

1. The audio options are displayed in the Audio tab of the View

window ribbon.

2. The Audio options will be displayed. These are the same options

as on the Audio toolbar.

The Mute icon turns the speaker and microphone on and off.

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To use audio support when showing

1. In the Show dialog box, select Enable Audio Support.

2. The Audio settings set in the Control Configurator - Audio settings

will apply during these sessions.

Audio announcements

This feature sends an audible announcement to all selected Clients

headphones or speakers. They will be able to hear the Control but will

not be able to speak back.

Making an announcement

1. Select the Desktop tab in the ribbon and click Announce.

2. The Announce dialog will appear. Include (green tick) or exclude

(red cross) Clients from the announcement and click Announce.

3. A dialog will appear, indicating that you can now announce.

4. Click OK when you have finished speaking.

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Adjusting microphone and speaker volume

You can adjust the audio settings within NetSupport Manager to

match the capabilities of your multimedia workstations or to fine tune

performance. However, you should note that the higher the quality of

sound you select, the greater the volume of data that needs to be

sent. This can affect screen update performance on slower

workstations.

To access the volume controls

1. Right-click on the speaker icon in the taskbar.

To change other options, such as sound quality, do one of the

following:

Global method (changes default setting for all Clients):

1. Click the Change the settings for the current Configuration

icon on the caption bar.

2. Select Remote Control – Audio.

Individual Client method (while viewing):

1. Go to the Audio tab in the View window ribbon and click Audio

settings .

In both cases, the Audio Setting dialog will be displayed. This allows

you to set the following properties:

Volume settings adjustments

Threshold Microphone sensitivity.

Microphone Volume of microphone.

Speaker Volume of speakers.

Enable options

On Turn audio on.

Off Turn audio off.

Talk Set the Control audio to talk function only.

Listen Set the Control audio to listen function only.

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Video Player support

NetSupport Manager provides exceptional multimedia support with

full audio, video and remote control capabilities. This section deals

specifically with the use of the NetSupport Manager Video Player.

Note: The NetSupport Video Player is only available if you install the

NetSupport School Tutor component during installation.

While the NetSupport Manager Video Player can be used for viewing a

video file on an individual workstation, the combination of NetSupport

Manager’s remote control capabilities with full audio support allows

you to use this tool to enhance training sessions and demonstrations.

By running a Show, then launching the NetSupport Manager Video

Player, all Clients will be able to watch video files from their own

workstations, with full audio support.

The Video Player supports all standard video files, for example, avi

and mpg. The Video Player runs locally on each Client workstation,

while the video file can be accessed locally or on a network drive. If

video files are stored locally, network traffic is restricted to video

player controls and synchronisation and is therefore minimal, making

it possible to control video sequences running on a larger number of

workstations simultaneously.

If video files are stored on a network drive and Clients have to

retrieve files across the network, there will be a greater impact on the

network. For optimum performance, store the video files locally on

each workstation, you may wish to use File Distribution to do this.

Other influencing factors will be:

• The number of Client workstations accessing the file

• The speed of the network, e.g. 10/100 MB

• The size of the video file

• Client workstation memory/performance specification

• Other traffic on the network.

Notes:

• If a Client workstation is required to retrieve files from a server

for smooth operation, ensure that the Client workstation has

sufficient access rights to the relevant drive and files.

• The video adapter of the workstation and how the screen

resolution is configured will affect the quality of the display.

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To play a video file on a workstation

1. Perform a Show to the Client workstations you want to watch the

video file.

2. While performing the Show, launch NetSupport Manager Video

Player by double-clicking on the NetSupport Manager Video

Player icon in the NetSupport Manager Program folder.

3. The Video Player control panel will appear.

4. Choose {File}{Open} from the Video Player drop-down menus to

select the correct video file.

5. The Video Player video screen will then appear below the toolbar

with the selected file loaded, ready to be played.

Note: NetSupport Manager’s Video Player utilises the Audio

Support software and hardware installed on your operating

system, please adjust these to suit your needs.

6. Click on the Play button on the Video Player toolbar.

Choose {Play}{Play} from the Video Player drop-down menus.

To pause or stop a video file and return to the beginning while

it is playing

1. Click on the Pause or Stop button on the toolbar.

Choose {Play}{Stop or Pause} from the Video Player drop-down

menus.

Note: The pause command blanks any Clients video screens you may

be Showing the Video file to.

To return to the beginning of the video file

1. Click on the Start button on the toolbar to return to the

beginning of the video file.

Choose {Play}{Start} from the Video Player drop-down menus.

To fast forward to the end of the video file

1. Click on the End button on the toolbar to fast forward to the end

of the video file.

Choose {Play}{End} from the Video Player drop-down menus.

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Video Player control panel

The Video Player control panel operates in a similar manner to

standard audio and visual aids.

File menu

The File drop-down menu contains the following options:

Open

Allows you to select and load the appropriate video file.

Closes the open video file.

Exit

Shuts down the Video Player.

View menu

The View drop-down menu contains the following options:

Toolbar

Hides and displays the Video Player toolbar.

Status Bar

Hides and displays the status bar of the Video Player.

Zoom

Resizes the video screen

Play menu

The Play drop-down menu contains the following options:

Play

Starts the loaded video file.

Stop

Returns to the beginning of the loaded video file.

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Pause

Blanks the Client’s video screen and pauses the video file at the

Control workstation.

Repeat

The video file will be repeated until the Control stops this.

Start

Returns to the beginning of the video file.

End

Fast forward to the end of the video file.

Mute Clients

If Clients are not using headphones while they are watching a video,

the sound coming from each workstation can be distracting. This

option turns audio off at the Client workstations but leaves it on at

the Control machine.

Help menu

Provides access to the online help and general version information.

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Replay files

During a remote control session, the screen, keyboard and mouse

activity at a Client or Control PC can be recorded, stored in a file and

played back. If the PCs are configured for audio, any narration that

takes place can also be recorded.

A Control can determine how and when recordings take place by

enabling the appropriate configuration options:

• Local recording

• At individual or all Client PCs.

Recording local activity

Activity at the local machine can be recorded and played back. If

required, the replay file can also be ‘shown’ to remote Clients.

1. Select the Desktop tab in the ribbon and click the Record icon.

2. The Record Local Activity dialog will appear.

3. In Folder

Specify where you want the replay files stored. In order to

identify each file, file names will be prefixed with ‘Local’ and the

date and time of the recording.

4. Include Audio

In addition to the screen, mouse and keyboard activity, if the

workstation is configured for audio, you can record any narration

that takes place. Check this box to enable.

5. Record Physical Fonts

In order to reduce the volume of data being sent when sharing

information of this nature, NetSupport Manager passes the font

information by reference. The target workstation will refer to its

own internal font mappings to find an appropriate match to the

one that has been sent. In most cases, the same fonts will be

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available, but if there are instances where this isn’t the case, you

can send the full information. Check this box to enable.

6. Click OK to start recording. The Recording icon will appear in

the taskbar.

7. To stop recording, double click the Recording icon.

Recording replay files at Client PCs

Activity at remote PCs is recorded when a Control ‘Views’ a Client that

is configured to record replay files. The option can be enabled at

individual Client level or set globally.

Record replay files for all viewed Clients

This procedure enables the Control to create a replay file each time it

‘views’ a Client PC. The settings can be applied to the current control

configuration or to a ‘named’ configuration.

1. To update a specific Control profile, click the Profiles icon on

the caption bar, select the required profile and click Settings.

Click the Change the settings for the current Configuration

icon on the caption bar if updating the standard Control

profile.

2. The Settings for Configuration dialog will appear.

3. Choose Security - Replay Files and enable the appropriate

options.

Record replay files for individual Clients

This procedure enables replay files to be created at machines where

the Client configuration has the Record Replay Files option enabled.

1. Run the Advanced Client Configurator at the required PCs.

2. Select the profile to amend.

3. Select Security - Replay Files and enable the appropriate

options.

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Watching recorded replay files

Replay files can be watched by a Control with appropriate access

levels to the files. These, in turn, can be shown to Clients.

At a local level, the NetSupport Manager Client program also provides

a Replay option enabling Clients to launch files.

At the Control

1. Select the Desktop tab in the ribbon and click Playback.

2. A list of the last 20 replay files is displayed. Select the required

replay file from the list or click Browse to open the folder where

the replay files are stored.

Notes:

• By default, the list will be empty. New recordings and replay

files that have been played will be automatically added to the

list. To add a replay file to the list without playing it, click

Browse, select the required replay file, clear the Playback

now option and click Open.

• You can delete a replay file by selecting the required replay

file and clicking Delete File . The replay file will be moved

to the recycle bin.

3. The Replay window will appear. Use the Replay controls to

start/stop the file.

At the Client

1. Double-click the NetSupport Manager Client icon in the system

tray.

2. The Client Information window will appear.

3. Click the Replay icon.

4. Navigate to the folder where the replay files are stored.

5. Select the file to replay.

6. Click Open. The Replay window will appear. Use the Replay

controls to start/stop the file.

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Showing replay files to Clients

Replay files can be watched by individual Control’s and Client’s. The

Control also has the option of ‘showing’ a specific file to multiple

Clients.

1. Select the Clients to show the replay file to.

2. Select the Desktop tab in the ribbon and click Show Replay.

If showing the replay file to a group of Clients, select the required

group in the Tree view and click Show Replay in the Group tab

in the ribbon or right-click the group and select Show Replay.

3. The Show Replay dialog will appear.

4. Browse for and select the required replay file.

5. Click Show.

6. The Replay window will open at the Control machine and start

playing the replay file to the selected Clients.

7. Click on the Replay window caption bar to end the Show.

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File Transfer

The File Transfer window

When you choose to perform a File Transfer operation on an

individual Client, the File Transfer window is displayed. At its

simplest, you transfer files by dragging them from one location to

another.

The File Transfer window is divided into the following sections:

The caption bar

The caption bar shows which Client this File Transfer window is

working with. Clicking the Client name brings up a Remote

Management pane, and from here, you can see details of the Client

and perform a variety of functions.

By default, the Client name, wireless and battery indicators (if

applicable) and security status (shows if TLS or encryption are

enabled or not) are displayed on the caption bar. You can customise

what is displayed and choose to show the Client's logged-on user

name, IP address, operating system, enclosure type and location by

right-clicking the Client name.

Note: Changing the Client display options here will also change them

on the quick access bar, connected Clients list on the status

bar and when zooming into thumbnails.

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The following options are available:

Show or hide the ribbon.

Access the File Transfer settings for the current

configuration.

Shows how many windows are open. From here, you can

access the Window menu.

Access the online help and version number, licensee,

Technical Support and compression information.

The ribbon

The ribbon provides access to all the tasks and tools when working

with a selected file or folder. Positioning the cursor over an icon will

display a brief description of its function.

The following sections are available in the Home tab of the ribbon:

• Folder

Provides access to the options for working with folders, such as

copy, delete and rename. You must select a folder to work with

before the options become available.

• File

Provides access to the options for working with individual files,

such as copy, delete and rename. This section will only appear

when you have selected a file to work with.

• Select

Allows you to select the files and folders in the List view that are to

be transferred.

• General

Enables you to print the content of a selected folder or file list and

access a list of recent files to send to the Client.

• Favourites

Add or remove the currently selected folder to the Favourites folder

in the Tree view.

When a file or folder is selected, a new tab displaying its properties

will appear. The following sections are available:

• Attributes

View and set the attributes for the selected file or folder.

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• Information

Provides a summary of the selected file or folder.

• Actions

From here, you can perform actions such as open, copy, delete or

rename.

The local pane

The local pane displays a Tree view of the folders of the Control on

the left-hand side and a List view of the contents of those directories

on the right-hand side. Right-click on any item in one of the columns

in the List view and a range of context-sensitive functions becomes

available.

The remote pane

The remote pane displays a Tree view of the folders of the Client on

the left-hand side and a List view of the contents of those directories

on the right-hand side. Right-click on any item in one of the columns

in the List view and a range of context-sensitive functions becomes

available.

File information area

The file information area is displayed at the top of both the local and

remote panes. Use the arrows to go to the previous, next or parent

folder in the Tree view. Click to select from a list of previously

selected folders. The current folder path will be displayed and you can

enter a pathname here to go directly to a folder. You can filter, sort

and choose how to view the contents of the List view. To provide

more space when working with files and folders, you can maximise

the local or remote pane by clicking Window .

Status bar

The status bar shows the number of connected Clients. You can see a

list of all connected Clients by clicking Connected (clicking a Client

name opens a File Transfer window for them). Right-click to choose

how the Client is displayed in the list.

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Arranging multiple File Transfer windows

Just as you can view to more than one Client at a time, you can have

more than one File Transfer window open at a time. These File

Transfer windows can be easily arranged using the Window menu.

To arrange multiple File Transfer windows

1. Make sure a File Transfer window or the Control window is active.

2. On the caption bar, click Window Menu and select Tile -

File Transfer Windows.

3. All open File Transfer windows will be arranged so that they

proportionality fill the Control screen.

Notes:

• When working with multiple File Transfer windows, refer to the

File Transfer window’s caption bar to check which Client is being

viewed in a particular File Transfer window.

• You can use the Tile windows function to similarly arrange all

open View and Control windows.

Applying a filter to files in List view

You can apply a filter to the contents of a local or remote List view, so

that only file names which meet certain criteria or certain file types

will be displayed. You do this by using the Filter field in the file

information area (located above both panes’ List views).

Any filter settings applied to the local List view will not affect the

display of the remote List view and vice versa.

Filter settings will remain applied until you reset them or close the

File Transfer window.

To apply a filter to files in the List view

1. Click in the Filter field above the pane whose List view you wish

to filter.

2. To filter by file name, enter the search term followed by *.*. For

example, if you wanted to view all file names beginning with the

letter MKT, then you would type MKT*.* in the Filter text box.

To filter by file type, enter the file extension in the Filter field

(enter *. before the extension type) or click to select from a

list of current file types.

3. Press Enter to apply the filter

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To reset the filter to files in the List view

1. Click the cross in the Filter field above the pane

whose List view you wish to reset.

Changing the View format in the File Transfer

window

The contents of the List view of the local pane and remote pane can

be displayed in different formats. You can also sort the contents of

the List views in order to make them easier to navigate.

There are three types of view in which you can display the contents of

the List view in a File Transfer window:

Icon view

Displays the files and folders as icons.

Details view

Displays the files and folders as icons.

Note: The column order can be changed by

dragging and dropping the column

headers.

Small icon view

Displays the file and folder names only.

By default, the contents of the List view will be displayed in Details

view. You can change the view by clicking the relevant icon in the File

information above the local or remote pane.

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Changing the sort orders in a File Transfer window

Typically, the contents of the List views in a File Transfer window can

be sorted into the following orders:

Sort Order

Description

By Name

The contents will be sorted alphanumerically

by file name.

By Type

The contents will be sorted alphanumerically

by file extension. This is not applicable to

drives and folders in the List view.

By File Description

The contents will be sorted according to the file

description.

By Modified Date

The contents will be sorted according to the

date they were last modified.

By Size

The contents will be sorted according to the

size of the file. This is not applicable to drives

and folders in the List view.

Note: You can also specify whether the contents are to be sorted in

ascending or descending order.

To change the sort order

1. Select the appropriate pane (local or remote).

2. Click Sort and select the required option from the list.

Notes:

• When the List view is displayed in Details view, you can click on

the column headings, such as name and description, to sort the

order by an appropriate column heading. Clicking on a column

heading a second time will toggle the order direction. The current

order direction will be indicated by a small arrow on the top of the

column heading. For example, an arrow pointing up indicates the

List is sorted in ascending order.

• The order of the columns can be changed by dragging and

dropping the column headers.

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Transferring files and folders

NetSupport Manager includes sophisticated File Transfer functionality

that enables you to transfer files to and from a Control and Client

workstation.

Notes:

• To help improve performance, NetSupport Manager uses Delta

File Transfer technology, meaning that only the changed parts of

a file that may already exist in the destination folder are

transferred. This can prove most useful when updating database

files between two locations where either bandwidth usage or

availability is an issue.

• File Transfer functionality can be configured by clicking the

Change the settings for the current Configuration icon

on the caption bar and choosing File Transfer.

• While viewing a Client, you can drag and drop files from the

Control Windows Explorer directly to the Client's desktop.

To transfer files between a Control and a Client

1. Select the required Client in the List view.

2. Select the Home or Remote tab in the ribbon and click File

Transfer.

Right-click on the Client icon in the list view and choose File

Transfer.

If you are viewing the Client, select the Tools tab in the View

window ribbon and click the File Transfer icon.

3. The File Transfer window to that Client will open.

4. From the local or remote pane Tree view, select the destination

drive or folder into which the items will be copied.

Note: The path to any open folders (Explorer windows) on the

Client desktop will be displayed at the top of the remote

pane to enable quick selection.

5. From the local or remote List view, select the item(s) to be

copied. To select all files, click the Files icon on the ribbon. To

select all folders, click the Folders icon. If you want to transfer

all files and folders, click the All icon.

Note: NetSupport Manager provides a list of files that the Control

has recently worked with, which can be sent to a Client.

Click Recent Files (the last 20 files are displayed) and

select a file from the list. The file will be copied to the

current folder at the Client.

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6. Click Copy File.

Note: The selected item(s) can also be ‘dragged’ from the List

view and ‘dropped’ into the destination drive or folder.

7. A confirmation dialog will be displayed. Click Yes.

8. The Copy Progress dialog will appear, showing the progress. From

here, you can choose to ignore any error messages and overwrite

prompts until completion. These will then be displayed in a

summary window at the end of the operation.

To transfer files between Clients

1. Display the File Transfer window for each Client.

2. Arrange the File Transfer windows so you can see both Clients

and simply drag files/folders from one to the other.

Note: You can see more of a Client’s files and folders by clicking

Window , located above the remote pane.

Managing files and folders

You can easily manage the file and folders you wish to work with

during a File Transfer operation.

To create folders

New folders can be created at the Control or the Client.

1. Select the local or remote Tree view.

2. Select the drive or folder in which the folder you want to create

will appear.

3. Click the Create Folder icon on the ribbon.

4. The Create Folder dialog will be displayed.

5. Enter a name for the folder and click OK.

Add a folder to Favourites

Folders that need to be accessed regularly can be added to the

Favourites folder in the Tree view.

1. Select the required folder in the local or remote pane.

2. Click the Add icon on the ribbon.

3. The folder will appear under Favourites in the Tree view.

To rename a file

1. Select either the local or remote pane List view.

2. Select the file to be renamed.

3. Click the Rename File icon on the ribbon or press F2.

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4. Enter the new name for the file.

5. Press Enter.

Changing file attributes

You may want to change the attributes of a file, for example, to read-

only.

1. Select the file whose attributes you want to view or change.

2. Click the Properties icon on the ribbon.

Right-click and choose Properties.

Select the tab displaying the file name in the ribbon and click

Modify.

3. The File Properties dialog will appear.

4. Check or clear the attributes you wish to set.

Editing a remote file

You can edit a file on the Client machine at the Control machine and

send the updated version back to the Client.

Note: You can quickly edit a file using NetSupport Manager's internal

text editor by right-clicking the required file and selecting

Quick Edit.

1. Double click the required file in the remote pane.

Select the required file in the remote pane. Click the Open Item

icon on the ribbon to open the file using the default application or

click the drop-down arrow to select an application to open the file

with.

Note: The Open Item icon is not available for certain file types

such as .exe, .cmd and .bat files. You can choose an

application to open these with by right-clicking the file,

selecting Open With and clicking Choose Application.

2. A dialog will appear asking you to confirm that you wish to upload

the file and open it. Click Open.

Note: This dialog won't appear for .bmp, .png, .jpg, .gif, .txt and

.doc file types. You can add to and edit the list of safe file

types in the File Transfer settings (even if .exe, .cmd and

.bat file types are added to the list, you will still be

prompted before you can choose an application to open

these).

3. Make the relevant changes to the file and save and close it.

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4. A prompt will appear. Click Yes to send the updated file to the

Client. You can change the name of the file by entering a new

name in the Save As field. If you click No, the file won't be

copied to the Client and any changes you made will be lost.

Note: You will be advised if the file has changed while you were

editing it. You can choose to save your copy of the file

with a different name, overwrite the remote file at the

Client or cancel and lose any changes you made.

Deleting files and folders

You can delete files and folders from either a Control or Client

machine.

To delete a file

1. Select the file you wish to delete.

2. Click the Delete File icon on the ribbon.

3. A confirmation dialog will be displayed. Click Yes.

To delete a folder

1. Select the folder you wish to delete.

2. Click the Delete Folder icon on the ribbon.

3. The Remove Folder dialog will be displayed.

4. Select the Include Contents checkbox.

5. Click Yes.

Notes:

• You cannot remove more than one folder at a time. If you have

several folders selected in the List view when performing the

delete operation, only the last selected folder will be removed.

• By default, all files deleted from the local pane will be sent to the

Recycle bin. This can be changed in the File Transfer settings.

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Print File Transfer list

The File Transfer window provides an option to print a list of files

from either the local or remote pane. This can be useful if a record of

file transfer operations is required.

You can print a complete folder tree or file list or a selected area.

To print a folder or file list

1. In either the local or remote pane, select the folder tree or

individual file list to be printed.

2. Select the Print icon on the ribbon. The Print Options dialog will

appear.

3. Confirm whether you are printing a folder tree or file list and if it

is the full list or selected area. You can also choose to include the

application icon appropriate to each file by checking the Print

Images box.

4. Click OK to print.

Synchronising folders

You can synchronise the contents of selected folders on the Control

and Client. When you synchronise two folders, any new or updated

files in either folder will be automatically copied to the other folder.

To synchronise folders

1. Select the folder from the local pane Tree view to be

synchronised with the Client.

2. Select the folder from the remote pane Tree view to be

synchronised with the Control.

3. Click the Synchronise Folders icon on the ribbon.

4. The Synchronise Folders dialog will be displayed.

5. Check the displayed paths of the two selected folders.

6. Choose to include the subfolders by selecting Include

Subfolders.

7. To automatically overwrite newer versions of existing files, select

Overwrite All.

8. Choose OK.

9. A confirmation dialog will be displayed, click Yes.

10. The Folder Synchronisation Progress dialog will be displayed.

11. When completed, the result will be displayed in the Folder

Synchronisation Results dialog.

12. Click OK.

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File Distribution

The File Distribution window

The File Distribution window is used for distributing files to multiple

Clients simultaneously.

The File Distribution window is divided into the following sections:

The caption bar

The caption bar shows which group of Clients this particular File

Distribution window is working with. The following options are

available:

Show or hide the ribbon.

Access the settings for the current configuration.

Shows how many windows are open. From here, you can

access the Window menu.

Access the online help and version number, licensee and

Technical Support information.

The ribbon

The ribbon provides access to all the tasks and tools when working

with a selected file or folder. Positioning the cursor over an icon will

display a brief description of its function.

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The following sections are available in the Home tab of the ribbon:

• Clients

Enables you to choose a destination folder on the selected Client to

where the files will be sent and prevent the Client folders from

being automatically updated when you change the local folder.

• Folder

Provides access to the options for working with folders, such as

copy, delete and rename. You must select a folder to work with

before the options become available.

• File

Provides access to the options for working with individual files,

such as copy, delete and rename. This section will only appear

when you have selected a file to work with.

• Select

Allows you to select the files and folders in the List view that are to

be transferred.

• General

Enables you to print the content of a selected folder or file list and

access a list of recent files to send to the Clients.

• Favourites

Add or remove the currently selected folder to the Favourites folder

in the Tree view.

When a file or folder is selected, a new tab displaying its properties

will appear. The following sections are available:

• Attributes

View and set the attributes for the selected file or folder.

• Information

Provides a summary of the selected file or folder.

• Actions

From here, you can perform actions such as open, copy, delete or

rename.

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The local pane

The local pane displays a Tree view of the folders of the Control on

the left-hand side and a List view of the contents of those folders on

the right-hand side. Right-click on any item in one of the columns in

the list view and a range of context-sensitive functions become

available.

File information area

The file information area is displayed at the top of the local pane. Use

the arrows to go to the previous, next or parent folder in the Tree

view. Click to select from a list of previously selected folders. The

current folder path will be displayed and you can enter a pathname

here to go directly to a folder. You can filter, sort and choose how to

view the contents of the List view.

The remote pane

The remote pane shows the Clients to whom the files will be

distributed. Right-click on any item in one of the columns in the list

view and a range of context-sensitive functions become available.

Status bar

The status bar shows the number of connected Clients. You can see a

list of all connected Clients by clicking Connected. Right-click to

choose how the Client is displayed in the list.

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Distributing files

You can distribute files to

• All connected Clients.

• Selected Clients.

• A pre-defined group of Clients.

Note: To improve performance when distributing files, NetSupport

Manager's Broadcast File Distribution facility is enabled by

default. This results in the files being sent to all machines

simultaneously, thus improving the speed of transfer. If this

feature is turned off, the files are sent to each Client machine

in turn.

Whilst reducing overall network traffic generated by

NetSupport Manager, using this feature will generate

additional broadcast packets on your network. It is

recommended that you consult your network administrator

before using this feature.

File Distribution can be sent to Clients using multicast. The

broadcast will only be sent to machines included in the

specified IP multicast address.

To distribute files to a defined group of Clients

1. Select the group of Clients you wish to distribute files to from the

All Computers folder in the Tree view.

2. Select the Group tab in the ribbon and click File Distribution.

3. The File Distribution window will appear.

4. From the Tree view, select the item(s) to be copied to the Clients.

5. The location on the Client workstations where the files/folders are

copied to is called the destination folder. Unless otherwise

specified, the Client destination folder will be the same as the

item(s) location on the Control workstation. If the Client does not

have the same folder available, the item(s) will be copied to the C

Drive by default and the folders automatically created.

To set a specific destination folder on the Client workstation,

right-click on the Client icon in the remote pane and choose Set

Destination. Specify a destination, click OK.

Note: To set the destination folder for all Clients in the group,

click the Set Destination icon on the ribbon. You can lock

the destination folder at Clients by clicking Lock Folder.

6. Click Copy File.

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To distribute files to a selected number of Clients

1. Open the All Computers, Browse or Active folder in the Tree

view.

2. Select the Tools tab in the ribbon and click File Distribution.

3. The File Distribution window will appear.

4. In the remote pane, indicate which Clients you wish to copy files

to by ensuring a green tick appears beside the Client name (click

this to remove the Client from the file distribution).

5. From the Tree view, select the item(s) to be copied to the Clients.

6. The location on the Client workstations where the files/folders are

copied to is called the destination folder. Unless otherwise

specified, the Client destination folder will be the same as the

item(s) location on the Control workstation. If the Client does not

have the same folder available, the item(s) will be copied to the C

Drive by default and the folders automatically created.

To set a specific destination folder on the Client workstation,

right-click on the Client icon in the remote Pane and choose Set

Destination. Specify a destination, click OK.

Note: To set the destination folder for all Clients in the group,

click the Set Destination icon on the ribbon. You can lock

the destination folder at Clients by clicking Lock Folder.

7. Click Copy File.

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File Manager

The File Manager window

The NetSupport Manager File Manager serves the same purpose as

Microsoft Explorer. Rather than exiting the NetSupport Manager

program and editing the Control workstation, do it from within

NetSupport Manager.

The File Manager window is divided into the following sections:

The caption bar

The caption bar shows that you are in the File Manager window. The

following options are available:

Show or hide the ribbon.

Access the settings for the current configuration.

Shows how many windows are open. From here, you can

access the Window menu.

Access the online help and version number, licensee and

Technical Support information.

The ribbon

The ribbon provides access to all the tasks and tools when working

with a selected file or folder. Positioning the cursor over an icon will

display a brief description of its function.

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The following sections are available in the Home tab of the ribbon:

• Folder

Provides access to the options for working with folders, such as

copy, delete and rename. You must select a folder to work with

before the options become available.

• File

Provides access to the options for working with individual files,

such as copy, delete and rename. This section will only appear

when you have selected a file to work with.

• Select

Allows you to select the files and folders in the List view.

• General

Enables you to print the content of a selected folder or file list.

• Favourites

Add or remove the currently selected folder to the Favourites folder

in the Tree view.

When a file or folder is selected, a new tab displaying its properties

will appear. The following sections are available:

• Attributes

View and set the file attributes for the selected file or folder.

• Information

Provides a summary of the selected file or folder.

• Actions

From here, you can perform actions such as, open, copy, delete or

rename.

The local pane

The local pane displays a Tree view of the folders of the Control on

the left-hand side and a List view of the contents of those folders on

the right-hand side. Right-click on any item in one of the columns in

the list view and a range of context-sensitive functions becomes

available.

File information area

The file information area is displayed at the top of the local pane. Use

the arrows to go to the previous, next or parent folder in the Tree

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view. Click to select from a list of previously selected folders. The

current folder path will be displayed and you can enter a pathname

here to go directly to a folder. You can filter, sort and choose how to

view the contents of the List view.

Status bar

The status bar shows the number of connected Clients. You can see a

list of all connected Clients by clicking Connected (clicking a Client

name opens a File Transfer window for them). Right-click to choose

how the Client is displayed in the list.

Managing files on the Control workstation

You can manage files on a Control workstation using the File Manager

window. This is similar to the File Transfer window but only displays

the contents of the Control workstation.

To display the File Manager window, select the Tools tab in the ribbon

and click File Manager.

The Tree view

• To select a drive or folder in the Tree view, simply click on it. The

contents of the selected item will then be displayed in the List

view (on the right).

• If the selected drive or folder contains subfolders that are not

displayed, the following icon will be displayed to the left of the

item.

• To expand the contents of a drive or folder so that its subfolders

are visible in the Tree view, either double click on the drive or on

the folder, or click on the icon to the left of the drive or folder

you wish to expand.

The List view

• To select an item in the List view, simply click on it.

• To select multiple items in the List view:

• If the items are adjacent to one another, select the first item,

hold down the Shift key and then select the last item.

• If the items are not adjacent to one another, then select the

first item, then hold down the Control key and select each of

the other items.

• If all files and/or folders are required, click All in the ribbon.

To select all files, click Files and to select all folders, click

Folders.

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When a file or folder has been selected, the icons on the ribbon will

become active, allowing you to perform actions such as open, copy,

delete or rename. A new tab will also appear in the ribbon displaying

its properties, and from here, you can view and edit the attributes

and work with the file or folder.

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Control/Client Chat sessions

NetSupport Manager allows you to ‘Chat’ to any number of connected

Clients simultaneously via a scrolling text window.

1. Select the Clients or group of Clients you want to chat to in the

List view. If you do not select a Client icon, all connected Clients

will be included.

2. Select the Remote tab in the ribbon and click Chat.

Right-click on an individual Client and choose Chat.

If you want to chat to a group of Clients, select the required

group in the Tree view and click Chat in the Group tab in the

ribbon or right-click the group and select Chat.

3. The Create Discussion dialog will appear.

The dialog has the following options:

Topic

If required, enter a title or description for the subject to be

discussed in the Chat session. This will appear in the Title bar of

the Chat window that is displayed at the Client machines. If left

blank, the Control name will appear.

Options

Members can decline to join

If checked, a message will appear at the Clients machine inviting

them to join the Chat session. They can choose to join or decline.

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Members can’t leave the chat

If checked, the option for Clients to leave the Chat session will be

removed.

Chat Window is always visible

If checked, the Chat window remains on the Clients desktop for

the duration of the Chat session. Members cannot minimise the

window.

Members

To exclude a Client from the Chat session, remove the green tick

next to the Client’s name.

Click OK to start the Chat session.

4. The Chat window will appear on the Control and Client

workstations.

The Chat window

This window is displayed at each participating member’s machine and

lists the progress of the Chat session.

Unless the option is disabled in the Create Discussion dialog, Clients

can choose to leave the session.

The following options are available from the Chat window:

Chat Menu

The content of a Chat session can be stored for future reference.

Choose Save to create a file containing the text or choose Copy to

be able to paste the Chat content into another application or file.

Should the Chat members not respond, you can send an audible beep

to each workstation by selecting Send Beep. (The Client can also do

this from their Chat window.) You can configure the Client and

Control workstations to play the beep through either the PCs internal

speaker, the default, or via the installed sound card to speakers

attached to the PC. Select Client Configuration - Client Settings or

Control Configuration - Settings.

Window Menu

Only the Control’s Chat window will have a window drop-down menu.

This menu enables you to swap between opened screens or Tile

them.

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Chat Progress

The main body of the Chat window is used to record the progress of a

Chat session. It holds details of members who have joined or left the

discussion, as well as the messages that have been sent by each

member.

Message

This is where you type your comments. Type the message and hit

Enter or click Send.

Auto Send

Each message is restricted to 128 characters. Check this box to

automatically send the message when the limit is reached.

Ends the Chat session.

Members

Members currently included in the Chat session are listed here. The

Control can add or remove Clients from the Chat session as required.

Unless disabled, Clients have the option to leave the session of their

own accord.

Invite

The Chat Properties dialog is initially used to select the Clients to

include/exclude from the Chat session. To add Clients when the Chat

session is in progress, click Invite. The Add Members dialog will

appear, select the required Clients and click Add. You can send a

copy of the Chat progress to new members by checking the Send

discussion history box.

Note: Clients that have been removed or have decided to leave the

Chat session can be invited back.

Eject

To remove Clients from the Chat session, select the Client in the

Members list and click Eject. Ejected Clients can be invited back into

the session if required.

Note: Clients can initiate Chat sessions with the Control by opening

the Client information window and clicking the Chat icon.

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Disable Chat sessions

The Chat feature can be disabled in a Client’s configuration,

preventing either the Client or Control from initiating a Chat session.

To prevent the Control from initiating a Chat session

1. At the required Client workstation(s), choose NetSupport

Manager Configurator from the NetSupport Manager Program

group. The NetSupport Client Configurator will appear.

2. Select Advanced and choose the profile to amend.

3. Select Security - Access Privileges.

4. Check the Disable Chat option.

5. Click OK.

6. Save the profile and restart the Client.

If the Control attempts to open a Chat session, they will be advised

that they do not have access rights to perform the task at that Client.

Note: To prevent the Control from chatting to all Clients, disable the

feature in the Control configuration. Click the Profiles icon

on the caption bar, select the required configuration and

select Settings. In the Settings for Configuration dialog,

select Control Interface - Functions and check the Disable

Chat option.

To prevent the Client from initiating a Chat session

1. At the required Client workstation(s), choose NetSupport

Manager Configurator from the NetSupport Manager Program

group. The NetSupport Client Configurator will appear.

2. Select Advanced and choose the profile to amend.

3. Select Client Interface - Client Settings.

4. Check the Disable Chat option.

5. Click OK.

6. Save the profile and restart the Client.

The Chat option will be unavailable at the Client.

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Sending messages to Clients

With NetSupport Manager, you can send a message to an individual

Client, a group of Clients or all Clients on the network.

To send a message

1. Select the required Client in the List view.

2. Select the Remote tab and click Send a message.

Select the Desktop tab in the ribbon and click Broadcast

Message.

Select the tab in the ribbon displaying the Client's name and click

Send a message.

Right-click and choose Message.

3. The Message dialog will appear. Choose whether to send the

message to all available Clients, all connected Clients or only the

currently selected Client(s). Enter the message and decide

whether to show it at Client PCs for a specified time.

4. Click Send.

The message will be displayed in a dialog at the Client screens and

will remain until the user closes the dialog or the specified time limit

expires. In addition to the message itself, a customised title can be

included. This is set in the Control configuration. Click the Change

the settings for the current Configuration icon on the caption

bar and select General.

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Dealing with help requests

NetSupport Manager allows a user at a Client workstation to request

help from a specified Control workstation.

If a Control’s List view has been set to Details view and customised to

display help messages, a Client's help request message will be

immediately displayed in the List view. The Help Requests folder in

the Tree view will also be highlighted.

NetSupport Manager also allows you to configure a Control's help

request warning settings and availability.

To adjust a Control’s help request warning settings

1. Click the Change the settings for the current Configuration

icon on the caption bar.

2. Select Control Interface - Help Requests.

3. In the 'When a Help Request Arrives' section, there are three

additional warnings that a Control can choose to receive when a

Client sends a help request:

• Have the Client selected in the List view.

• Display an independent help request message on the

Control’s screen.

• Play a sound when a help request message arrives.

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To adjust a Control’s help request availability

A Control can also choose to be in one of three states of availability to

receive Clients’ help requests.

1. Click the Change the settings for the current Configuration

icon on the caption bar.

2. Select Control Interface - Help Requests.

3. In the 'Control Status’ section, a Control can choose from the

following three settings:

• Available to take all help requests.

• Unavailable to take any help requests.

• Busy at the moment (ensure that you specify the number of

Clients you wish to be connected to, in order to be considered

busy).

Note: When browsing for Clients, Controls have the option to browse

only for Clients who have requested help.

To clear a help request

Once a help request has been dealt with, you can clear this. A Client

can also clear previous help requests from the Request Help dialog.

1. Select the Help Requests folder in the Tree view.

2. Right-click on the required Client's request and select Clear

Help.

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Capturing a Client’s printed output

Print capture redirects printer output from a local printer at the Client

to the printer, PDF/XPS document or file at the Control. You would

use this when running an application on a Client but want any printed

output redirected to the printer that is local to you.

To redirect a Client’s print output

1. Click the Profiles icon on the caption bar.

2. Select appropriate configuration.

3. Click Settings.

4. Select Remote Control – Print Capture.

5. Check the Enable Print Capture checkbox.

6. Choose to send the Client’s printer output to a PDF/XPS

document and whether to automatically print this.

Select a printer to redirect the Client’s output to. The default

printer will be displayed. Click Change to select another printer.

Select a file to capture the print file to.

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Note: In addition to enabling this option at the Control, you also

need to ensure that print capture is enabled in the Client’s

configuration. The privileges are enabled by default.

Remote clipboard

During a View session, you can copy the content of the clipboard

between Control and Client PCs.

The Clipboard section on the Home tab of the View window ribbon

provides the following options:

Send

Used when copying from the Control to a Client and using the

{Edit}{Cut/Copy} menu option.

Retrieve

Used when copying from the Client to the Control and using the

{Edit}{Cut/Copy} menu option.

Auto Clipboard

When enabled, provides the quickest method for copying data. Use

the shortcut keys (Ctrl+C and Ctrl+V) to automatically copy to and

from the clipboard at both the Control and Client machines.

Sending the content of the clipboard from a Control to a Client

workstation

1. View the required Client.

2. Open appropriate applications on the Client and Control

workstations.

3. Select and copy the required data from the application at the

Control.

If Auto Clipboard is enabled using Ctrl+C copies the data

directly to the clipboard.

If you have used {Edit}{Cut/Copy}, return to the Client's View

window and click the Send icon on the ribbon.

4. To paste the data at the Client application, choose {Edit} from

the Client Application drop-down menu, select Paste.

Use the shortcut keys (Ctrl+V) to paste the data.

Sending the content of the clipboard from a Client to a Control

workstation

1. View the required Client.

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2. Open appropriate applications on the Client and Control

workstations.

3. Copy the required data from the application at the Client as

above but, if using menu options rather than the shortcut keys,

click the Retrieve icon on the ribbon.

4. Return to the Control application and paste the data using the

appropriate menu options or the shortcut keys (Ctrl+V).

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Integration with Explorer

NetSupport Manager integrates directly with Windows Explorer,

allowing you to launch key functionality directly from your system

without needing to first start the NetSupport Manager Control.

By selecting a PC icon from within Network Places/Neighbourhood,

you can establish a remote session and perform a range of common

tasks.

Notes:

• The functionality is only available if the NetSupport Manager

Control component is installed.

• A remote control session will only be established if the target

machine is running a NetSupport Manager Client and the Client

name is set to the default machine name.

To use NetSupport Manager functionality from within Explorer

1. Open Explorer from your desktop and navigate to Network

Places/Neighbourhood to find the list of available PCs.

2. Right-click on the required PC.

3. Select the appropriate NetSupport Manager function. You can

choose:

Remote

Control

To view the selected Client screen.

Chat

To open a Chat session with the selected

Client.

Inventory

To retrieve a full hardware/software inventory

of the selected PC.

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To disable NetSupport Manager functionality

If required, NetSupport Manager Explorer functionality can be

disabled in the Control Configurator.

1. Click the Profiles icon on the caption bar.

2. Select the Control profile to apply the changes to.

3. Choose Settings.

4. In the Settings for Configuration dialog, select Control Interface

– Settings.

5. Select the Disable Shell Extension option.

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Remote Command Prompt

By launching the Command Prompt window, a Control can remotely

execute command line instructions at a connected Client.

1. Connect to the required Client.

2. Select the Home or Remote tab in the ribbon and click Remote

Command.

Right-click on the Client icon and select Remote Command

Prompt.

Select the tab displaying the Client's name in the ribbon and click

Remote Command.

3. The Remote Command Prompt window will appear.

The window is divided into the following sections:

The caption bar

The caption bar shows the name of the Client the Remote

Command Prompt window is open for. Clicking the Client name

brings up a Remote Management pane, and from here, you can

see details of the Client and perform a variety of functions.

By default, the Client name, wireless and battery indicators (if

applicable) and security status (shows if TLS or encryption are

enabled or not) are displayed on the caption bar. You can

customise what is displayed and choose to show the Client's

logged-on user name, IP address, operating system, enclosure

type and location by right-clicking the Client name.

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Note: Changing the Client display options here will also change

them on the quick access bar, connected Clients list on the

status bar and when zooming into thumbnails.

The following options are available:

Show or hide the ribbon.

Shows how many windows are open. From here, you can

access the Window menu.

Access the online help and version number, licensee,

Technical Support and compression information.

The ribbon

A range of tools is available via the ribbon, enabling you, for

example, to clear the output window and change the displayed

font.

Output/results pane

Shows the results of the command that has been run at the

Client.

Input pane

This is where you enter the commands to run at the Client and

can be resized if required. While the window is open, each

command is stored by the Control -enabling you to recall previous

instructions that you may wish to run again. Either scroll through

the entries using the up and down arrow keys and press Enter

when the required command is displayed or press F7 to show all

commands in a window. Click on the required command and press

Enter.

A maximum of 50 commands is stored. To clear the history, press

F8. Once the Control closes the Remote Command window the

history is cleared automatically.

Status bar

The status bar shows the number of connected Clients. You can

see a list of all connected Clients by clicking Connected (clicking

a Client name opens a Remote Command Prompt window for

them). Right-click to choose how the Client is displayed in the list.

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PowerShell window

A PowerShell window can be launched, allowing a Control to execute

PowerShell commands at Clients.

Note: PowerShell will not be available for Clients running versions

prior to NetSupport Manager 12.50.

1. Connect to the required Clients.

2. Select the Home or Remote tab in the ribbon and click

PowerShell.

If launching a PowerShell at an individual Client, right-click the

Client icon and select PowerShell or select the tab displaying the

Client's name in the ribbon and click PowerShell.

If launching a PowerShell at a group of Clients, select the

required group in the Tree view and click PowerShell in the

Group tab in the ribbon or right-click the group and select

PowerShell.

3. The PowerShell window will appear.

The window is divided into the following sections:

The caption bar

The caption bar shows the name of the Client the PowerShell

window is open for (or the currently selected Client if the

PowerShell is for multiple Clients). Clicking the Client name brings

up a Remote Management pane, and from here, you can see

details of the Client and perform a variety of functions.

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By default, the Client name, wireless and battery indicators (if

applicable) and security status (shows if TLS or encryption are

enabled or not) are displayed on the caption bar. You can

customise what is displayed and choose to show the Client's

logged-on user name, IP address, operating system, enclosure

type and location by right-clicking the Client name.

Note: Changing the Client display options here will also change

them on the quick access bar, connected Clients list on

the status bar and when zooming into thumbnails.

The following options are available:

Show or hide the ribbon.

Shows how many windows are open. From here, you

can access the Window menu.

Access the online help and version number, licensee,

Technical Support and compression information.

The ribbon

A range of tools is available via the ribbon, enabling you, for

example, to change the displayed font. If the PowerShell is

launched at multiple Clients, they will be listed in the Clients

pane, allowing you to easily access the required Client session.

When a PowerShell is launched at multiple Clients, if any sessions

report an error or there are any differences between them, you

will be notified in the Errors and Differences sections in the

ribbon. An indicator will appear advising how many errors or

differences there are and you can scroll through these and clear

them when required.

Input/output pane

This is where you enter the commands to run at the Client(s) and

the results are displayed.

While the window is open, each command is stored by the Control

- enabling you to recall previous instructions that you may wish

to run again. Either scroll through the entries using the up and

down arrow keys and press Enter when the required command is

displayed or press F7 to show all commands in a window. Click

on the required command and press Enter.

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Status bar

The status bar shows the number of connected Clients and any

errors or differences between multiple Client sessions. You can

see a list of all connected Clients by clicking Connected (clicking

a Client name opens a PowerShell window for them). Right-click

to choose how the Client is displayed in the list.

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Using the Client

In this chapter …

How the remote user can interact with a connected Control.

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The Client Information window

When a Client double clicks the NetSupport Manager Client icon in

their system tray, the Client Information window appears.

The Client Information window has three modes: full screen, small

screen and connected.

Full screen

The Client is provided with an overview of their system and user

details and the NetSupport Manager licence details. From here, the

Client can:

• Create or enter a PIN code

• View Replay Files that are stored on the Client computer

• View an inventory of the Client

• Request help from the Control.

Small screen

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If the Client does not wish to view all their system information and

licence details, they can click the icon at the bottom of the window

to switch to small screen mode. The Client will still be able to create

and enter a PIN code, view Replay Files and inventory and request

help from the Control. Click the icon to switch back to full screen

mode.

Connected

This mode will be displayed when a Control is connected to a Client.

From here, the Client can see details of the Control that is connected

to them. They also have the option to disconnect from the Control or

chat with the Control.

Note: You can configure the items that are displayed in the Client

Information window in the Client settings section of the

NetSupport Manager Client Configurator.

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Disconnecting from a Control

When a Control is connected to a Client, the Client can choose to

disconnect.

Note: This option can be disabled at the Client in the Client settings

section of the NetSupport Manager Client Configurator.

To disconnect from a Control

1. Double-click the NetSupport Manager Client icon in the system

tray.

2. The Client Information window will appear.

3. Click the Disconnect icon.

4. A dialog box will appear, listing the Controls to which you are

currently connected.

5. Select the Control(s) from which you want to disconnect.

6. Choose OK to disconnect from the selected Control.

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Raising a help request

NetSupport Manager allows a user at a Client workstation to request

help from a designated Control workstation.

To request help at the Client

1. Double-click the NetSupport Manager Client icon in the system

tray and click Request Help.

Press the hotkeys, usually ALT+LSHIFT+RSHIFT.

2. This opens the Request Help dialog into which Clients type their

name and help request message.

3. Clients can also choose to cancel their previous help request by

clicking Cancel Previous Request.

4. Clients then click OK.

If a Control is connected when a Client sends a help request, the Help

Request folder will be highlighted, notifying the Control. If the Control

is not connected, its Help Request folder will be highlighted the next

time it connects to that Client.

Chatting to a Control workstation

When a Client is connected to a Control, they can initiate a chat

session.

To initiate a Chat session

1. Double-click the NetSupport Manager Client icon in the system

tray.

2. The Client Information window will appear.

3. Click the Chat icon.

4. The Chat window will appear.

5. Type the message and press Enter or click Send.

6. If you need to alert the Control user that you have initiated a

Chat session, choose {Chat}{Send Beep} from the Chat window

drop-down menu.

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Receiving messages from a Control workstation

Client workstations can receive messages from Control workstations.

These messages are automatically displayed on a Client’s screen in a

message box.

The message box’s title bar includes the name of the Control that has

sent the message, along with the date and time the message was

sent.

Having read the message sent by a Control, click OK to remove the

message.

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Configuring the Client

In this chapter …

How to use the Client Configurator.

Whether you want to secure the Client against unwanted

connections or prevent Control users from performing certain

tasks at selected Clients, NetSupport Manager provides a vast

range of configuration options that can be set at individual

Client level.

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Configuring the Client

NetSupport Manager Clients are configured using the NetSupport

Configurator. This makes all the required changes to and sets up the

initialisation commands.

The configurator is started from the NetSupport Configurator icon in

the NetSupport Manager Program group. This will display the initial

Client Configuration dialog.

You can also load the configurator from the command line by entering

the appropriate parameters. For example, “c:\program

files\netsupport\netsupport manager\pcicfgui.exe. If NetSupport

School components have been installed, you can load the NetSupport

School Client Configurator by entering, “c:\program files\netsupport\

netsupport manager\pcicfgui.exe” /s.

Note: When performing a custom installation, the Configurator

component must have been selected for this option to be

available.

The Client Configurator enables you to set all the possible options for

the Client. It also enables you to test the network to ensure that the

network stack that you are attaching the Client to is installed and

operating correctly.

You can run the configurator in two modes, basic or advanced. Some

of the options are accessible in both modes.

Basic Client configuration

Basic configuration is used for standard settings such as the Client

name, the transports that it will use and simple security such as a

password before a Control will be allowed to connect to the Client.

Note: Basic Client configurations can also be set as part of the

NetSupport Manager installation process.

Choose this option if:

• You are using the Client Configurator for the first time.

• You only wish to set simple security and configuration options.

• You do not need to create multiple profiles for different Control

users who might connect to this workstation.

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Note: Do not use the Basic option if you have set up multiple

profiles using the Advanced option, as this will also change

the master profile in the Advanced Configuration.

Advanced Client configuration

The Advanced option provides access to NetSupport Manager’s

wealth of configuration and security options. It lets you tailor the

response of the Client to different Control users who may access the

workstation and provides links to areas such as NT Security.

Note: When performing a custom installation, the Configurator

component must have been selected for this option to be

available.

Choose this option if:

• You are an experienced user.

• You need the Client to react differently depending on which

Control user is connecting.

• You wish to enable/disable individual features.

• You want to link to NT Security.

• You want to restrict a Control user’s access to specific drives,

folders or files.

Note: Any changes you make to the master profile in the Advanced

option will overwrite any setting that you have made using

the Basic option.

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Editing or creating configuration files

Choosing the Advanced option from the Client Configurator creates

configuration files. This will display the Advanced Configuration

window.

The default configuration file is called Client32u.ini and is stored in

the NetSupport Manager installation directory of the Client

workstation. You can use either this file or a different file on a server

to which the Client has access.

Notes:

• The default configuration file for Clients pre-v12.50 is called

Client32.ini.

• Once created, a configuration file can also be remotely deployed

to multiple Client machines simultaneously using the NetSupport

Manager Deploy utility.

To create a new configuration file

1. Choose NetSupport Manager Configurator from the

NetSupport Manager Program group. The NetSupport Manager

Client Configurator will appear.

2. Choose Advanced. The NetSupport Manager Client Configurator

will appear.

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3. Choose {File}{New} from the Advanced Configuration window

drop-down menu.

4. A new file will be created with a default master profile.

To open the default or an existing configuration file

1. Choose {File}{Open} from the Advanced Configuration window

drop-down menu.

2. Select the configuration file you want and click Open.

To set the configuration file the Client will use

The configuration file that the Client uses when it initialises can be on

the same workstation or on another workstation or server to which

that workstation has access. Multiple Clients can share the same

configuration file for ease of administration. The configuration file to

use is set by choosing {Profiles}{Client Parameters} from the

Advanced Configuration drop-down menu.

To set the Client name

1. Choose {Profiles}{Client Parameters} and insert a Client name.

Note: The Client name is separate from the configuration file and is

stored on the local workstation. Make sure that you do not

choose the same Client name as is used on another

workstation. Setting the Client name to be an asterisk is a

useful strategy, as the Client name will then be set to be the

same as the computer name. The computer name should

always be unique.

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To create a new profile

1. Open or create the configuration file you want to use.

2. Choose {Profile}{Add} from the Advanced Configuration window

drop-down menu.

3. Enter the name for the profile.

Note: You can combine profiles from other configuration files by

choosing the Include File option. This is useful where you

are using configuration files on the local workstation but want

to include information stored on a central configuration file or

vice versa. For example, if the local workstation was using a

different NetBIOS adapter number. Each profile contains a

number of property sheets where the actual parameters are

set.

To edit an existing profile

1. Open or create the configuration file you want the Client to use.

2. Select the profile you want to edit.

3. Choose {Profile}{Edit} from the Advanced Configuration window

drop-down menu.

4. Edit the profile.

Note: If you leave the checkboxes greyed, the settings from the

master profile will be used.

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Basic Client configuration

For use in a simple environment where you do not require the Client

to react differently according to the Control user connecting to it and

do not need to enable/disable individual functions.

To open the Basic Client Configurator

1. Open your NetSupport Manager Program folder by choosing

{Start}{Programs}{NetSupport Manager}{NetSupport Manager

Configurator}.

Double click the Configurator icon in the NetSupport Manager

group.

2. Select Basic. The Basic Client Configurator covers three areas:

• Connectivity

• Security

• Audio

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Advanced Client configuration

The NetSupport Manager Client is exceptionally configurable and

supports the ability to set differing levels of security and response

according to the identity of the Control user that is connecting. This is

achieved by the use of configuration files at the Client, which

determine the appropriate level of access for each Control user by

means of a profile.

Configuration file

A configuration file is a text file consisting of sections called profiles.

You can specify the configuration file that the Client will use when it

initialises. The configuration files themselves are stored in a check-

summed file, normally Client32u.ini.

Note: Clients pre-v12.50 will use a configuration file called

Client32.ini.

This file can be either on the Client workstation or on another

workstation (such as a server) to which the Client workstation has

access. You can even set the Client to use a fallback configuration file

if the server is unavailable.

Profile

A profile is a set of parameters that determines how the Client will

respond to a particular Control user and what functionality it will

allow that Control user to have.

For example, one Control user may be allowed to view the Client in

watch-only mode, while another may be allowed full functionality,

including File Transfer. You can even set up the profile to pre-

determine exactly what file access a Control user will have.

A profile set at the Client overrides a profile set at the Control.

Security is, therefore, always ensured.

When connecting to a profiled Client, the Control user will be

prompted for a user ID and a password. The NetSupport Manager

Client will then interrogate the first matching profile in its current

configuration file to determine what level of functionality has been

assigned to that Control user.

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Master profile

Each configuration file must contain a master profile. This is the

standard profile and is the one used if you only set a basic

configuration. Whatever is set here will, by default, apply to all other

profiles you create.

However, you can then amend those profiles to enable or disable

particular features for Control users whose user ID and password

match those set in the profile.

As the master profile is the first one that the Client checks, you

should always set maximum security features here to avoid leaving a

security back door open.

The master profile is also used for setting a number of global

parameters that apply across all individual profiles.

Individual profile

An individual profile allows you to enable or disable individual

features for a particular Control user or group of Control users. When

they connect, the Client will prompt them for a user name and

password. It will then search its internal profiles until it finds a match

and then apply the settings to the subsequent Control session.

Note: For further information on creating and applying profiles, click

here.

The advanced Client Configurator covers seven areas:

• Connectivity

• Security

• Remote Control

• Client Interface

• Profile Options

• Terminal Services

• Advanced

Note: A search bar is provided at the top of the window, allowing you

to locate the settings you're looking for. Type in the search

bar (you can enter a full or partial term) and click . Any

sections containing the search term will be highlighted. Click

to close the search.

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Connectivity options

The Connectivity options are used to set which protocols the

transport will allow a Control to connect to it by. The NetSupport

Manager Client supports multiple protocols meaning that you can set

it to respond to NetSupport Manager Controls whether they are

talking over TCP/IP, IPX or NetBIOS. You can also configure the Client

for remote communication via a modem or establish a connection

through a NetSupport Gateway. The Gateway provides a method for

connecting via HTTP and delivers web-based remote control without

the need for modifications to existing Firewall configurations. You can

also configure the Client to use the PIN Server, enabling you to

connect to Clients using the PIN Connect feature.

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Set TCP/IP connection

Use TCP/IP

Check this option if you wish the Client to be able to communicate

over TCP/IP.

Port

The TCP/IP protocol requires that a port number be allocated for

applications to communicate through. To enable the Control to

communicate with a Client and for the Client to receive the incoming

request, the default registered port for NetSupport Manager is 5405.

Select IP Address to Listen on:

This option can prove useful for preventing unwanted connections

when the Client has multiple network cards installed, for example,

when both a public and private network are used. You can force

connections on the required network by specifying the IP address that

the Client uses to listen for incoming Control connections.

Multicast address:

This is the IP multicast address that the Client is listening on.

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Click Test to check that the protocol is correctly installed on this

workstation.

Notes:

• Changing the port could interfere with other TCP/IP applications.

• If you are using routers, you must ensure that they are

configured to pass through data using this port.

• To enable Clients to initiate a connection to the Control, the

default registered port is 5421.

Set IPX connection

Use IPX

Check this option if you wish the Client to be able to communicate

over IPX/SPX.

Click Test to check that the protocol is correctly installed on this

workstation.

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Set NetBIOS connection

Use NetBIOS

Select this option if you wish the Client to be able to communicate

over NetBIOS/NetBEUI. If you are using NetBIOS, you must also

select a NetBIOS adapter number.

Click Test to check that the protocol is correctly installed on this

workstation.

Adapters (select one or more)

As you can have more than one NetBIOS stack loaded, Windows uses

the concept of adapter numbers. Each stack is allocated an adapter

number by the operating system. So, for example, NetBEUI may be

allocated adapter 1, NetBIOS over TCP, adapter 2 and so on.

By default, the Client uses adapter number 0. Depending on how your

network is configured, this may not be the correct adapter number

for your workstation. To overcome this, you must select the required

stack from the list.

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Note: NetSupport Manager allows you to select multiple NetBIOS

adapters. Make sure only the ones you want are selected. If

changing the selected adapter, you must first deselect the

existing or default adapter number.

Set HTTP connection

This option enables you to configure the Client to accept connections

via a NetSupport Gateway. (For more information see, Connecting to

Clients/Controls via a NetSupport Gateway)

Use HTTP/HTTPS:

Check this option to enable the Client to communicate over HTTP.

Require HTTPS

Select this option to require a secure connection over HTTPS. The

Gateway must have an SSL/TLS certificate and a public DNS name.

Note: You can apply an SSL/TLS certificate at the Gateway in the

NetSupport Connectivity Server utility - Security tab.

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Gateway Address:

Enter the IP address of the workstation where the NetSupport

Gateway component is installed.

Secondary Gateway (optional):

If required, enter the IP address of the secondary Gateway.

Port:

NetSupport Manager’s default port for HTTP communications is 443.

Note: In version 9.10, port 443 was introduced as the default for

HTTP communications, 3085 being used previously. Gateway

settings will be preserved for existing customers who

subsequently upgrade, enabling 3085 to continue to be used,

but there may be scenarios when upgraded Controls and

Clients will need the HTTP port manually reconfiguring to

ensure operability.

Gateway Key:

The key set here must also be set at the Control and match the key

that has been configured in the Gateway itself. This provides

additional security that enables Control users to connect only if they

have specified the same key as at the Client.

CMPI (secs):

You can override the CMPI that is set at a Gateway by entering a

value here. By default, the CMPI is set to 60 secs at the Gateway.

Use a proxy server to connect to the Gateway

NetSupport Manager can be configured to route communications

through a proxy server if required. Enter the server address and an

appropriate port, 8080 recommended.

Note: This option only applies to Windows 8 machines and earlier.

Windows 8.1 and above machines use automatic proxy

configured in Windows Settings.

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PIN Server

Configure the PIN Server so Clients can connect using the PIN

Connect feature.

PIN Server

PIN Server Address

Enter the IP address of the workstation where the PIN Server is

installed.

Port

The default port number for the PIN Server is 443.

Use a proxy server to connect to the PIN Server (Windows 8.0

and earlier)

Select this option if you are using a proxy server to connect to the

PIN Server. Enter the server address and port number for the proxy

server.

Note: This option only applies to Windows 8 machines and earlier.

Windows 8.1 and above machines use automatic proxy

configured in Windows Settings.

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Copy settings from Gateway

If you are using a NetSupport Gateway, you can use the same

settings for the PIN Server. Select Copy and the Gateway address

and port will be used.

Dial in Bridge settings

This option is used to set up dial-in NetSupport Manager links either

to this workstation or to any NetSupport Manager Client on the same

LAN as this one.

Protocol

By default, NetSupport Manager is set to have no transport for the

Bridge selected. Choose to use NetBIOS, IPX or TCP/IP protocols for

NetSupport Manager Bridge.

Bridge Options

Load Bridge on Startup

Setting this option will cause the NetSupport Manager Bridge to

initialise when the Client loads. If you do not set it, then the user at

the Client must load it manually from the menu on the NetSupport

Manager Client before dial-in access will be available.

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Inactivity Timeout

Specify, in minutes, a maximum time span of inactivity at the Bridge

before the Control disconnects.

Dialback File

You can set up the Bridge to support both passwords and dial-back

with the additional functionality of dialling back different telephone

numbers according to the password.

Modem/ISDN

You must select a modem from the list of modems installed in the

Control Panel of the workstation for the Bridge to use.

Dual Channel Bonding

If enabled, both channels of your ISDN line are combined, thus

increasing the amount of available bandwidth to 128k. However, in

increasing the speed of transmission, you are, in effect, making two

calls.

MSN (Multiple Subscriber Number)

Specify a number that you want the Bridge to accept incoming

connections from. Depending on the channels in use, you need only

specify the trailing digit(s). For example, if the ISDN lines in use are

0181 123456 and 0181 123457, specify 6 or 7.

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Advanced setting

Tickle period

While a Control is connected, the Client sends tickle packets to the

Control to verify that it is still “alive”. You can disable tickle packets

for ISDN links but be aware that the Client may not detect that the

Control has disconnected unexpectedly.

The normal period between tickle packets is 18 seconds but you can

increase or decrease this value. Setting this to zero disables tickle

packets entirely.

Auto configure for XP SP2 firewall

Enabled by default, this ensures that the NetSupport Manager Control

and Client continue to function for those users who are using XP

Service Pack 2.

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Security options

These options are used to set security at the Client.

General settings

These are used to set passwords to protect the Client configuration

and to prevent unauthorised access to the Client.

Identification

Client Name

Each NetSupport Manager Client on the network requires a unique

name. You can either set a name of your own choosing or use an

asterisk to default the Client name to be the same as the workstation

name.

You need to be logged in as an administrator to change the Client

name.

Notes:

• If setting the Client name in Advanced Configuration, choose

{Profiles}{Client Parameters} from the Advanced Configuration

window drop-down menu.

• For NetSupport Manager’s Integration with Explorer feature to

work, the Client name must remain set to the default machine

name.

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Configurator Password

As an extra level of security, you can associate a password with a

configuration file. This prevents unauthorised amendment of this

Client’s configuration. When the Configurator is next started, the user

must enter the required password before being able to change any

Client parameters in this configuration file. Choose Set to set your

password.

Client Password

This helps to protect the Client from unauthorised access from a

NetSupport Manager Control. The Control user will be required to

enter the password before obtaining access to the Client.

Client Security Key

Provides additional security that enables Control users to connect

only if the Control has the same security key as the Client. Optionally,

this can be set as the serial number. You must set the security key at

both the Client and the Control.

Quiet Mode (Client not visible on taskbar)

Hides the Client icon on the taskbar.

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Access Privileges (basic)

This option can be used to limit the range of remote control options

that are available to the Control user.

User Acknowledgement Required

Prevents access to the Client unless a user is present. The user at the

Client will have to accept the request to connect before access is

granted.

Note: To enhance security, from NetSupport Manager version 14.02,

user acknowledgement is enabled by default on all new

installations. If you are upgrading to version 14.02, your

previous settings will apply.

Disable File Transfer

This prevents a Control user from being able to transfer files to and

from the Client. The Control user will not be able to copy, view or

otherwise manipulate files on the Client using the NetSupport

Manager Control File Transfer options.

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Disable Execute

This prevents a Control user from remotely executing applications at

the Client from within the Control program. They can still start

applications on the Client while remote controlling the workstation.

Disable Remote Registry Access

Stops a Control user from remotely managing and editing the registry

of Clients.

Watch Only

Enables the Control user to be able to view the screen of the Client

workstation but prevents them from being able to enter keystrokes or

mouse movements.

Disable Receive Show

Prevents the Client workstation from being able to display a Show

sent by a NetSupport Manager Control.

Disable Remote Reboot

This prevents a Control user from being able to reboot the Client

remotely.

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Access Privileges (advanced)

This option can be used to limit the range of remote control options

that is available to the Control user.

Disable Watch

Prevents a Control from viewing the Client. File Transfer, scripting

and other functions are still available.

Disable Share

Allows a Control to view a Client in Watch-only mode.

Disable Control

Prevents a Control from being able to lock out the Client’s keyboard

and mouse.

Disable File Transfer

Disables File Transfer to and from the Client in all circumstances.

Disable Execute

This prevents a Control user from remotely executing applications at

the Client from within the Control program. They can still start

applications using the standard remote control functions.

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Disable Reboot

Disables the ability of the Control user to reboot the Client

workstation from within the Control window. You can still reboot while

remote controlling.

Disable Shutdown Client

Prevents the user at the Control from being able to shut down the

Client program from a script.

Disable Chat

Prevents the Control from initiating a Chat session with the Client.

However, Clients can still open a Chat session with the Control via the

Client.

Disable File Transfer when no User is Logged on

Disables File Transfer when no user is logged on. This means that the

Control user would have to log on with their own user ID if they have

a valid user ID and password for this workstation to use File Transfer.

Disable Remote Command Prompt

Prevents the Control from being able to run command line

instructions at the Client.

Disable PowerShell

Prevents the Control from being able to open a PowerShell session at

the Client.

Disable Blank Screen

Prevents the Control user from being able to blank the Client screen.

Note: This feature is only available on Clients running Windows 10

v2004 and above (legacy support is provided for Clients

running Windows 8 and below).

Disable Ctl+Alt+Del

Ignore Ctrl+Alt+Delete sent from the menu option in the Control

interface.

Disable Logoff

Prevents the Control user from being able to log off from the Client

workstation via the Logout option in the Control window. You can

still log off while remote controlling.

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Disable Clipboard Access

Prevents the Control user from being able to use the remote

clipboard.

Ignore Messages

Ignores messages sent by connected Controls.

Ignore Broadcast Messages

Ignores broadcast messages from a Control, whether connected or

not.

Disable Print Capture

Prevents the Control user from being able to use NetSupport

Manager’s printer re-direction function.

Disable Registry Access

The Script function and later versions of NetSupport Manager include

a function to enable a Control user to remotely manage and edit the

Registry on NetSupport Manager Clients. Setting this option will

disable that function.

Task Manager

These options are disabled by default; clear the checkboxes to enable

them. If enabled, the following tasks can be performed when the

Task Manager is open for a selected Client.

Disable Close Applications

If checked, prevents the Control from being able to close a currently

running application or process.

Disable Service Management

If checked, prevents the Control from being able to stop or start a

service at the Client machine.

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User Validation

Usernames

User names are used for setting the valid user ID and password for

Control users when they connect to the Client. The user ID is also

used to determine which Client profile will be applied.

You can enter multiple user names, each with its own password. You

do this by clicking on Change and adding the individual user names

and passwords.

By entering specific user names and passwords, the Client will restrict

access to Controls entering a matching user name and password

when connecting.

Notes:

• If this is an NT workstation and you have elected to use the NT

Security option to validate the Control user’s ID and password,

then you do not need to specify the user name and password.

However, you may still wish to set this option to provide an

additional filter when using NT security validation to restrict

access to particular NT users and determine which Client profile

they will use.

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• Rather than continually prompt the Control user for a user name,

a default ID can be set in the Control Configuration - General

settings.

NT Options

Authenticate User and Password with NT

This only applies to NT Clients. If this option is set, then the user ID

and password entered at the Control must be a valid NT ID on the

Client workstation or its default domain.

Restrict Access to members of the following groups

You can further restrict access by specifying groups. Click on Browse

to select a group(s).

Enable Smartcard Authentication

If this option is selected, then the Control will be required to enter a

user ID and password as well as the smartcard and pin to connect to

the Client.

Active Directory Options

Authenticate user and password with Active Directory

If in use, you can configure the Client to validate a user connection

against members of the groups defined within Active Directory. A

connecting Control will be prompted for their user ID and password,

which will be validated against the Active Directory.

Restrict Access to Members of the following Groups:

As an additional level of security, you can restrict access to members

of specified groups.

RADIUS

You can configure the Client to validate a user connection with

RADIUS. Once enabled, when a Control connects to the Client, the

connection will be validated using the method set in RADIUS.

Note: RADIUS authentication can be used over TCP/IP and

HTTP/HTTPS communications.

Authenticate using RADIUS

Enable RADIUS authentication.

Server address

Enter the fully qualified domain name (FQDN) or IP address for your

RADIUS server.

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Port

The default port for RADIUS is 1812.

Secret

Enter your RADIUS secret key.

Always Prompt for Username and Password

If checked, the Control will be prompted for a user name and

password each time it attempts to connect to the Client.

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User Acknowledgement options

These security options display a prompt at the Client machine

advising that a Control user is attempting a remote connection. The

Client must acknowledge the message before a remote control

session can be instigated.

Note: To enhance security, from NetSupport Manager version 14.02,

user acknowledgement is enabled by default on all new

installations. If you are upgrading to version 14.02, your

previous settings will apply.

User Acknowledgement

User Acknowledgement Required

When a Control user attempts to connect, a message will be

displayed at the Client. Unless the user at the Client explicitly accepts

the request, the connection will be refused.

Except when no User Logged On

Only applies when user acknowledgement has been set. This means

that the Client can be configured to allow remote control when the

workstation is at the login screen. The Control user would have to

have a valid ID and password to be able to log in.

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Except when connecting as current logged on user

This enables you to bypass user acknowledgement if the remote

connection is being made using the user name/password of the

currently logged-on user. For example, if a user locks his office

workstation at the end of the day, they can then connect to it from

home without having to physically accept the connection at the

remote machine. User validation must be set to allow connection.

Acknowledge Connection Attempts from other Controls

The Client receives a message that another Control is attempting to

connect.

Note: For the message to be displayed at the Client, the Allow more

than one Control to Connect at a time option must be

enabled in Client Configuration – Security Connect.

Acknowledge Connection Display Text:

Specify a customised acknowledgement message to be displayed at

the Client workstation. The text can also incorporate a choice of

default settings should you wish the Client to know, for example, the

name of the Control user. There are four available syntaxes:

$loginname$ Returns the logged-on user name of the user at

the Control.

$fullname$ Returns the full name of the logged-on user at

the Control.

$computername$ Returns the machine name of the Control.

$userdomain$ Returns the domain of the logged-on user at the

Control machine.

Note: The standard NetSupport Manager graphic in the User

Acknowledgement dialog can be replaced with a customised

graphic by placing an icon file with the name helpdesk.ico in

the installed directory for the product on the Client machine.

Acknowledge Connection Timeout:

Specify a time limit, between 0-255 seconds, for the user

acknowledgement prompt to be displayed and decide what action to

take if the user has not acknowledged the connection after the

specified time. You can choose Reject Connection to cancel the

connection attempt or Accept Connection to allow the Control to

connect.

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This can be useful if there is an urgent need for the Control to

connect, but they want to allow the remote user a few seconds to

complete a task or close down files.

View Acknowledgement

Acknowledge switching to xxxxx view mode or higher.

Displays a prompt at the Client machine if, while being viewed, the

Control user wishes to switch to a higher View mode. For example, if

the level is set to Control, the prompt will appear if the mode is

changed from Share or Watch. The Client can choose to accept or

reject the change.

Enable Smartcard logon

Enabling this option at the Client allows a Control to log on to Client

machines that use smartcard authentication.

Smartcard support is automatic and no additional installation is

required. Support is dynamically loaded at the Client when a Control

connection is made. When loaded, an additional hardware device will

be available called NSL Pseudo Smartcard Reader.

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When the Control opens a window to the connected Client, they will

need to insert their own smartcard into the reader attached at the

Control and enter the Client’s PIN to log on to the remote user’s

machine.

If multiple Client View windows are open at the Control, smartcard

insertion and removal events are sent to the Client currently in focus.

Note: In an Active Directory environment, it is possible to enable

smartcard support using the NetSupport Manager ADM

Template.

Connect options

This option is used to administer which Control users or Control

workstations can connect to this Client. You can also set the level of

encryption to be used.

Security Key

Provides additional security that enables Control users to connect

only if the Control has the same security key as the Client. Optionally,

this can be set as the serial number in your NetSupport Manager

Licence file. You must set the security key at both the Control and

Client.

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Allow Connections from these Control Machines

This enables you to restrict access to Controls running on IPX, TCP/IP

networks or over HTTP. This feature can also be used to limit access

to Control workstations with specific addresses. Wildcards can be

used in the address field.

For example:

194.182.*.* all workstations on TCP/IP subnet 194, 182

00000001-* all workstations on IPX network 1

Note: Access can also be limited to a specific IP range, e.g. 10.0.0.1-

24 would allow access from 10.0.0.1 up to 10.0.0.24.

Set Minimum level of Encryption

With encryption turned on, all the information that is sent between

the Control and Client is very difficult for others to read. NetSupport

Manager offers a range of encryption options, ranging from 56 bit

DES to 256 bit AES, enabling you to find the necessary balance

between security and performance. The higher the level of

encryption, the higher the potential for decreased performance.

Choose the level of encryption to be used while a Control is

connected. By default, encryption is set to none for all connections

and 56 bit DES for HTTP connections.

Disable encryption for file transfer from Control for better

performance

By default, NetSupport Manager encrypts file transfers from the

Control to the Client. Selecting this option disables encryption and

improves performance.

Allow more than one Control to connect at a time

NetSupport Manager allows multiple Controls to connect and view the

Client simultaneously. This is useful for group working. Checking this

option enables the function.

Advanced Connection Security (Only v12.50 Controls or later

can connect)

As an added security measure from version 12.50, Clients can

challenge Controls that make a connection attempt and only Controls

running version 12.50 and above will be able to connect. Selecting

this option will reject connections from Controls running earlier

versions of NetSupport Manager.

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Disconnect options

The options here provide additional security when a Control user

disconnects from the Client machine. This is useful if the connection

to the Client is unexpectedly lost.

Lock the Workstation if not initially logged on – NT only

When the Control user disconnects, the workstation will be locked.

The Control user will be able to reconnect and unlock the workstation.

This option is useful if the Control unexpectedly loses the connection.

It prevents a user at the workstation inheriting the Control user’s

rights (assuming they have logged in as an Administrator, for

example). This only applies if the workstation was logged off when

the Control was connected.

Logoff if not initially logged on

When the Control user disconnects, the workstation will be

automatically logged off. This only applies if the workstation was

logged off when the Control connected.

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Restart if not initially logged on

When the Control user disconnects, the workstation will be

automatically restarted. This only applies if the workstation was

logged off when the Control connected.

Logoff if user has changed

If a Control needs to log on to a Client workstation under a different

name to the user, for example, as an Administrator, it prevents the

user from inheriting the Control user’s rights should the connection

be unexpectedly lost.

Disconnect Display Text

Specify a customised message to be displayed at the Client

workstation when a Control disconnects. The text can also

incorporate a choice of default parameters should you wish the Client

to know, for example, the name of the Control user. The available

options are:

$loginname$ Returns the logged-on user name of the user

at the Control.

$fullname$ Returns the full name of the logged-on user

at the Control.

$computername$ Returns the machine name of the Control.

$userdomain$ Returns the domain of the logged-on user at

the Control machine.

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Protect Configuration settings

This option allows you to protect the Client configurations.

Configurator Password

Nominate a security password for the Client profile.

Authenticate User and Password with NT

This only applies to NT Clients and therefore only protects Client

Configurators on NT workstations. If this option is set, the user ID

and password entered at the Control must be a valid “Act as part of

the Operating System” NT ID on the Client workstation or its default

domain. This user right is not granted by NT as default.

To grant this user right

1. Run {Programs}{Administrative Tools}{User Manager}.

2. Select {Policies}{User Rights} from the drop-down menu.

3. Check the Show Advanced User Rights checkbox.

4. Select the right.

5. Click Add.

6. Select which users and/or groups this right should be granted.

7. Click OK.

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8. For this user right to be recognised, you must re-log into your

workstation.

Note: You can also point the Client to validate the ID in another

domain.

Restrict Access to Members of the following Groups

You can further restrict access by specifying groups. Click Browse to

select a group(s).

File Transfer settings

This option is used to control file access.

Disable File Transfer

Disables File Transfer to and from the Client in all circumstances.

Disable File Transfer when no User is Logged On

Disables File Transfer only if no user is logged on. This means that

the Control user could log on as themselves if they have a valid user

ID and password for this workstation.

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Impersonate Logged on User when Transferring Files

When using NetSupport Manager File Transfer, the Control user will

have the same file access as the logged-on user.

Impersonate Logged on User for Network Drives

The Control user will have the same access to network drives as the

logged-on user.

Access Rights to Files and Directories

This is used to explicitly allow or deny access to individual drives,

directories and files. This only applies to File Transfer within

NetSupport Manager.

It is hierarchical, so you could, for example, disable access to drive

C:\ in general but explicitly grant access to sub-folders.

Note: Any access rights set in the master profile apply to all profiles

unless overridden.

Replay Files settings

Replay files enable the Control to record and playback the screen

activity that takes place at a Client workstation while it is being

remote controlled/viewed.

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Record Replay Files

Check this option to enable the recording of replay files. A replay file

will be created each time the Control views a Client PC with the

option enabled.

Prefix Files With Client Name

In order to identify each replay file, file names can be prefixed with

the Client name and the date/time of the recording. Alternatively,

with the option unchecked, the files will be named sequentially in the

format 00000001.rpf etc.

In Folder

Specify where the replay files should be stored. If saving to a network

share, this allows you to store each Clients files in individual folders.

As User

The user name and password used to write to the log file.

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Event Logging

Log files record the activity that takes place at a Client machine while

it is being remote controlled. Information such as the name of the

Control that initiated the connection, and the date and time that the

session started and ended, can be recorded if required. The text files

that are created provide a useful audit trail but you can also enhance

Client security using this feature.

Enable Logging

Select this check box to enable logging.

Log to NT Event Log

Sets the log to be maintained within the NT Event Log.

Log to File

Sets the log to be maintained within a text file. This file can be on the

local workstation or on a server. Multiple Clients can write to the

same log file.

Primary Log File

Specify the path, and file name (*.log), where the log file will be

stored.

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Secondary Log File

Specify the path for a secondary log file. In the event that the

primary path cannot be found, for example, the server is down, the

file will be stored here.

Notes:

• To make the tracking of log files easier, particularly if multiple

Client log files are stored on the same server, the file names

specified above can include the Clients computer name and the

date that the log was created. For example:

\\Logserver1\logfiles\$computername$$dd$$mm$$yy$.log. In this

instance, you would be able to build up a daily record of activity on

a particular Client machine.

Acceptable formats for the date are:

$d$$m$$y$ which for 7th December 2021 returns 171221.

$dd$$mm$$yy$ returns 1071221.

$ddd$$mmm$$yyy$ returns 1TueDec2021.

$ddd$$dd$$mmm$$yyy$ returns 1Tue07Dec2021.

$dddd$$dd$$mmmm$$yyyy$ returns 1Tuesday07December2021.

• For Windows XP and above, this file must be a UNC path name as

a mapped drive is not available until you log in.

As User

Log File user is the user name and password used to be able to write

to the log file when the path specified is a UNC path.

Append to log file

By checking this box, NetSupport Manager will continually add to the

existing entries in the log file. If unchecked, existing items get

overwritten.

Reject connection if no log server available

By enabling this option, you can apply additional security. With

logging enabled, if a Control attempts a connection and neither of the

log files can be found, the connection request is rejected. This

ensures that any audit checks that you may have in place will not be

compromised due to the activity not being logged while the servers

are down.

Keep log values for

Specify the number of days to keep the entries in the log file for. Any

older entries will be cleared after the specified number of days (once

a new log entry is received). Leave this blank to keep all entries

indefinitely.

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Only log while Connected

This option ensures that activity is only logged during the period that

the Control is physically connected. When logging is enabled, some

additional information is recorded that you may prefer to ignore,

Client configuration data, for example.

Note: Another useful item of information that can be recorded is

the reason why a Control is connected to the Client. This

comes into effect when ‘User Acknowledgement ’ is enabled

at the Client machine and the Control Security settings

option is configured to ‘Prompt for additional information

when connecting’.

Log username

By default, the user name of the Control user who initiated the

connection is recorded in the log file. If you don't want to record this

information, clear this checkbox.

Log connection

By default, connect and disconnect entries are recorded in the log

file. If you don't want to record this information, clear this checkbox.

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Remote Control options

The following remote control attributes can be adjusted:

View settings

Options

Send Physical Fonts

When a Windows Client is sending its screen to a Control, it passes

the font information by reference to reduce the volume of data sent.

The Control refers to its own internal font mappings and uses the

closest matching that it has to the one being displayed at the Client.

In most cases, the same fonts will be available at both the Client and

the Control and so what is displayed on the screen will appear

identical.

However, there may be occasions when a close match cannot be

found. In these cases, it is desirable that the Client sends the Control

the full information that it requires to display the data in the same

font.

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Setting this option forces TrueType text to be sent as glyphs (i.e.

character shapes) rather than character codes. This guarantees that

they will be displayed correctly at the Control.

This will, however, impact on performance, especially on dial-up

lines, and is not usually required.

Enable Screen Scrape

NetSupport Manager’s favoured and the most efficient method for

capturing screen data is to hook into the Video Driver of the

workstation being viewed.

However, there may be occasions when this method will not work

because certain applications bypass the driver. In these

circumstances, you can enable ‘screen scrape’ mode in order to take

a snapshot of the screen. Although this will have a greater impact on

the network, it will at least provide an accurate representation of the

Client’s screen.

Disable font smoothing

This option disables font smoothing when viewing a Client.

Disable drop shadows on desktop

This option disables drop shadows on applications when viewing a

Client.

Cache Size

Screen data that has been recently sent to the Control by the Client is

cached to improve performance. A larger cache improves

performance at the expense of using more memory at both the Client

and the Control.

Setting this option enables you to tailor the cache size used for

maximum performance. The lower of the cache size set at the Client

and Control will be used so you must set at both ends for this to be

effective.

You can determine how efficiently the cache is working by clicking

on the caption bar and selecting About - Cache from the Client View

window at the Control. This will display statistics of hits etc.

Max Colour Depth

The higher the colour depth at the Client the greater the volume of

data that needs to be sent to the Control for each screen update.

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Restricting the Colour depth will improve performance on slower

links.

Note: The settings here will override the colour depth setting in the

Control Configuration.

Inactivity Timeout

When a Control connects to a Client, it can prevent other Controls

from connecting to that same Client unless the Allow Multiple

Connections option has been set.

If the operator at the Control forgets to terminate the connection,

then a case might arise where other Control users who need access

are locked out.

Setting this option means that if a connected Control has not carried

out any mouse, keyboard or file transfer activity for the specified

period, the Client will assume that the connection is no longer

required and disconnect automatically. It will then be available to

other Controls.

Enable DVD Playback and Direct 3D support

NetSupport Manager uses the Microsoft Mirror Driver to capture

screen data for view sessions. However, while hooked into the Mirror

Driver, it is not possible to play DVDs. Therefore, if you do need the

capability to play DVD’s, NetSupport Manager provides options which

load and unload the Mirror Driver as required.

Except While Viewed

If checked, DVD support is enabled but will be disabled for the

duration of a view session while the Mirror Driver is loaded.

Except While Connected

If checked, DVD support is suspended while a connection to the Client

is in place.

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Show settings

Receive Show Options

Disable Receive Show

Prevents the Control from being able to show to the Client.

Show to a Window

Enables the Client to receive a Show in a window rather than in full

screen mode.

Scale to Fit

Automatically scales the Receive Show window to resize the displayed

screen in the available area.

Scrollbars

Determines if scrollbars will be displayed with the Receive Show

window for navigation.

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Auto-Scroll Speed

When you are viewing a Show in a window on the Client’s screen, the

Client can automatically scroll the contents when the mouse moves

close to the edges of the window. Adjusting the sliding control sets

the speed at which the view scrolls, from not at all to very fast.

Scroll Delay

When auto-scroll is enabled, you can change the delay before the

scroll is activated. If you want the view to scroll as soon as the

mouse is at the edge of the screen, move the slider towards Min. If

you prefer a longer delay before the AutoScroll takes effect, move the

slider towards Max.

Audio settings

This option provides configuration options for using Audio Support at

the Client.

Volume

Threshold – microphone sensitivity

Microphone – volume of the microphone

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Speaker – volume of the speakers

Test

Check this option to test all of the above settings.

Compatibility

Enable Audio Hooking

Enable or disable audio hooking.

Note: A reboot is required for the settings to take effect.

Hook audio acceleration

Sets the hardware acceleration level for the Clients.

Never

Leaves the acceleration level at full.

While Connected

The acceleration level will be moved to basic while connected.

Always

The acceleration level will be moved to basic.

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Client Interface options

The Client Interface settings are used for customising the interface

between the Client and the Control.

Client settings

Disable Client Menu items

Disable Request Help

Prevents the Client user from being able to use the Request Help

function.

Disable Call Control

Disables the Call Control option at the Client.

Disable Disconnect

Prevents the Client user from being able to force the Control user to

disconnect.

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Disable Chat

Prevents the Client from initiating a Chat session with a Control.

However, the Control can still open a Chat session with the Client.

Disable Replay

Prevents the Client from being able to open Replay files.

Disable Local Inventory

Prevents the Client from being able to perform a local inventory.

Client program options

Icon in System Tray

The NetSupport Manager Client icon will be displayed in the system

tray (clicking this opens the Client information window) rather than

as an active application on the taskbar (clicking this opens a window

with drop-down menus providing access to the Client features).

Always on Top

The NetSupport Manager Client window can become obscured behind

other windows. Setting this option means that it is always visible and

the user at the Client will always know when someone is viewing

them.

Hide when Idle

The NetSupport Manager Client icon will not be displayed unless a

Control is connected or viewing the Client.

Quiet Mode (Client not visible on taskbar)

Select this option to hide the Client icon in the system tray.

Silent Mode (no refresh)

Allows the Control to connect and view a Client without the Client’s

knowledge. If silent mode is not selected, the Client’s screen and

mouse icon will flicker, notifying the Client that a connection has been

made and their screen is being viewed.

Use internal speaker for beep

By default, the audible warning beep, which can be sent between

machines in functions such as Chat and View, comes from the PC’s

internal speaker. There may be occasions when it is more appropriate

to use the workstations soundcard to generate the beep through

speakers, in which case uncheck this box.

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Beep while being Viewed (every n seconds)

While a Control is viewing the Client, an audible beep will be

sounded.

Show UI when connected to

When the Control connects to the Client, the Client Information

window will be displayed. This allows the Client to see details of the

Control that is connected to them. They also have the option to

disconnect from the Control or chat with the Control.

Disable Geolocation

The location of a Client can be displayed in the Control. Selecting this

option disables the Geolocation feature at the Client.

Help Request settings

This option is used for configuring the Client’s help request access.

You can specify the NetSupport Manager Controls that the Client can

forward help requests to or even link to a third-party web-based

helpdesk system.

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URL for Help Request

If you use a third-party web-based helpdesk application, you can

direct Clients to this rather than have them use NetSupport

Manager’s help request feature. To enable, select Use URL and enter

the appropriate URL.

Available Controls

Lists the Controls that are available to connect to from the Help

Request and Call Control dialogs.

Options

Disable connections from Help Request dialog

Check this box to disallow the options in the Help Request dialog for

the Client to choose which Control they wish to send a help request

to.

Always show Controls in Help Request

Check this box to ensure that the Client Help Request dialog shows all

Controls available for the Client to send their help request to.

Hotkeys for Request Help

This sets the hotkeys that the user at the Client can press to raise an

alert for help. The alert will normally be displayed when a Control

connects to the Client. If you are using a keyboard that does not

support three scan codes, configure your Client to use only two

hotkeys.

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Customisable Text

This option enables you to add customisable messages which are

displayed at the Client machine.

Display Customisable Text

In About Box

Sets the message that will be displayed in the Client’s About Box.

When Connected

Sets the message that will be displayed at the Client when a Control

connects. Leave blank if you do not want any message displayed.

When Viewed

Sets the message that will be displayed at the Client when it is being

viewed by a Control. Leave blank if you do not want any message

displayed.

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Profile Options

Disable this Profile when a user is logged on

If someone is logged in at the Client, then this profile will be

deactivated and therefore not available to a Control user. The value

of this is that it prevents a Control user from inheriting rights on the

workstation that they would not otherwise have.

Note: You can have two profiles with the same user ID but with

different rights, depending on whether the Client user is

logged on at the time the Control connects. In this event,

make sure that the profile with this setting is the first in the

list, as it will then move on and use the second profile if the

Client user is logged in.

User of this Profile has Priority over other (non-priority) Users

This works in conjunction with the option to allow more than one

Control to connect simultaneously. If one profile has this set while the

other does not, the latter will be automatically disconnected.

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Terminal Services settings

You can configure the settings for the Client Terminal Server here.

Note: Terminal Server and other thin clients may not be configured

to use the NetSupport Gateway.

Terminal Services Settings

Run Client in Console session

Unchecking this option will stop the Client from running in a Console

session.

Run Client in remote sessions

Unchecking this option will stop the Client from running in remote

sessions.

Base Port

Enter the required base port number. The default value is 25405.

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Client Name

Enter the required name for the Client. If left blank, a unique ID will

be displayed (defaults to %CLIENTNAME%). When entering a Client

name, you must include at least one environment variable, e.g.

%computername%.

Note: For further information regarding Terminal Server support,

please visit our Knowledge Base and refer to product article

Setting Up NetSupport Manager to run in a Microsoft

Terminal Server Environment.

Advanced options

Keyboard Filter Driver

Should you encounter any issues with your keyboard filter driver, we

provide a choice of drivers to switch between. Select the required

driver from the drop-down menu.

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Configuring the Control

In this chapter …

How to configure the Control.

Create individual profiles ensuring each Control user can only

perform certain tasks at Client PCs.

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Configuring the Control

NetSupport Manager allows you to fully configure how the Control

Program will operate. To provide maximum flexibility, NetSupport

Manager also allows you to set up multiple profiles for different

Control users, each with their own access and functionality levels.

To access the Control Configurator

1. Click the Change the settings for the current Configuration

icon on the caption bar.

2. The Setting for Configurations dialog for the current profile will

appear.

Note: If you want to change the settings for a different Control

profile, click the Profiles icon on the caption bar, choose

the profile you want to configure and click Settings.

The Control Configuration options are categorised as follows:

General

Enables you to set the identification details for the Control.

Connectivity

Enables you to specify which transport protocols the Control will

operate over.

Security

NetSupport Manager offers a wealth of security features that can be

applied to each Control profile.

Remote Control

Enables you to adjust the Remote Control features that apply to each

Control profile.

Control Interface

Enables you to configure the various components available to the

Control from the Control window interface.

Show

Allows you to configure the settings for a Show.

File Transfer

These options configure the File Transfer settings in NetSupport

Manager. They allow you to alter the way in which information is

displayed and enable you to set safety features such as confirmation

before performing a damaging operation.

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Startup

Allows you to configure the options that affect NetSupport Manager at

startup.

vPro

Enables you to configure the settings for vPro management.

File Locations

Allows you to specify where to store this named configuration, Client,

group, remote networks, tools and scripting files.

Note: A search bar is provided at the top of the window, allowing you

to locate the settings you're looking for. Type in the search

bar (you can enter a full or partial term) and click . Any

sections containing the search term will be highlighted. Click

to close the search.

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Multiple Control profiles

NetSupport Manager allows you to set up multiple profiles

(configurations) for different Control users, each with their own

access and functionality levels.

Each configuration can be protected by a password and an icon can

be created on the desktop to load the Control with a particular named

configuration.

You must have NetSupport Manager Administrator rights to profile or

change a Control’s configuration.

To create a profile

1. Click the Profiles icon on the caption bar.

2. The Configurations dialog will be displayed.

3. Select the configuration you want to change.

Choose New to create a new one. By default, NetSupport

Manager is installed with a single profile called Standard. This is

set up for full functionality.

4. Click Settings to tailor the global functionality of this profile.

Click Connectivity and Startup Settings to tailor the basic

functionality.

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To create desktop icons

Having saved the profile, you can create a desktop icon containing

the parameters required to load the configuration.

1. From the Configurations dialog, click Icons.

2. The Icon Maintenance dialog will be displayed.

3. Click anywhere in the dialog and drag to the desktop.

4. The Create or Edit Icon dialog will appear.

5. Enter the required configuration details and click OK to create the

icon.

Adjusting Client settings for a Control session

During any Control session where you may be working with more

than one Client, you can tailor how each Client interacts with the

Control. For example, on one Client, you may want to use

compression because it is on a slow link, but on another, you may

want to turn compression off. NetSupport Manager allows you to do

this by modifying the default settings for the current Control profile.

To adjust View settings

1. View the required Client.

2. Click Settings on the View window caption bar.

3. The Remote Control Settings will appear.

4. Configure which options will be enabled when you start a View

session.

Note: If you edit the Client settings, the changes you make only

apply to that Client during the current Control session. If you

want to change the settings permanently, select Update

Configuration.

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General settings

This option allows you to give the Control a specific name. If left

blank, the machine name is used.

Identification

Control Name

The name which the NetSupport Manager Control program uses when

connecting to Clients to identify itself. Under NetBIOS, this name is

registered in the NetBIOS transport.

Description

Enter a description for this Control configuration.

Default User ID

If user validation is required before a Client connection can be made,

Control users will need to log on with a valid user name and

password. Rather than continually prompt for the user name, a

default ID can be set here. The following variables can be used in

order to default to the currently connected username:

%userdomain%\%username%.

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Send Message

Title

Enables you to add a customised title to the Send Message dialog.

Connectivity options

Before you can connect to Clients on your network, you must select

and configure the transports to use. The transport protocols must be

configured in the operating system before attempting to use them.

Set TCP/IP connection

TCP/IP

Use TCP/IP

Check this button to enable the Control to use the TCP/IP protocol.

This protocol is used with the internet, local and wide area networks.

In order to connect to TCP/IP Clients, you need to specify the port

number that the Client is listening on.

Port

This value is used for all interactions with TCP/IP Clients. The default

registered port for NetSupport Manager is 5405. You can configure

Clients on your network to run on a different port number if required.

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This is useful to provide additional security, as other NetSupport

Manager Control users would need to know on which port your Clients

are configured. You can also specify a port number when creating or

connecting to a Client.

Note: To enable Clients to initiate a connection to the Control, the

default registered port is 5421.

Connect by Hostname (DHCP/WINS)

Normally, the Control connects to a Client by IP address rather than

by name. In an environment that uses DHCP (Dynamic Host

Configuration Protocol), this may be undesirable as the address may

change when the Client workstation is restarted. Checking this option

forces the Control to connect by hostname.

Test

Select this option to check the configuration and version of the TCP/IP

stack installed. The version of Winsock is returned along with its

current state.

Browsing

Subnets used when browsing for clients

When you are running on a network with multiple subnets or

addresses, you need to configure the broadcast addresses for each

effective network. When a browse is performed, the broadcast

messages are sent to these addresses.

Broadcast Settings

Enable Broadcast Show and File Distribution

When performing a show or distributing files to Clients, the screen

information/files are sent to each Client machine in turn. Enabling

Broadcast Show and File Distribution results in the screen information

and files being sent to all machines simultaneously. In some network

environments, where there is limited network bandwidth available or

when broadcasting to larger numbers of machines, this will provide

significant performance benefits.

Whilst reducing overall network traffic generated by NetSupport

Manager, using this feature will generate additional broadcast packets

on your network. It is recommended that you consult your network

administrator before using this feature.

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Note: Show and File Distribution can be sent using multicast instead

of UDP/broadcast. This means that the multicast packet will

only be sent to machines included in the specified IP multicast

address.

Settings

If the Broadcast Show and File Distribution option is enabled,

select this option to set the multicast or broadcast address. The

Broadcast Settings dialog will appear. If multiple Controls are

attempting to use UDP/Broadcast Show simultaneously on the same

subnet, it is recommended that each uses a unique port to avoid

conflict.

Wireless Network

Check this option in order to optimise show performance across a

wireless network.

Note: NetSupport Manager will automatically detect any wireless

Clients and enable this option to improve performance.

Maximum throughput

Controls the level of data sent across the network to your wireless

access point. The default data rate is 8 Mbps. If required, this can be

altered to reflect the speed of the router.

Note: When a Control detects wireless Clients or is itself wirelessly

connected, it will automatically reduce the maximum data

output to whatever has been configured in the maximum

throughput settings, regardless of whether the wireless

network checkbox has been selected. This behaviour cannot

be turned off.

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Set IPX connection

Note: This option is only available in the Control Configurator if you

open it from the Control configurations dialog. Click the

Profiles icon on the caption bar, select the required

configuration and click Connectivity and Startup Settings.

IPX

Use IPX

Check this box to enable the IPX transport protocol. This protocol is

used on local and wide area networks.

Record Clients’ Network Numbers

When IPX addresses are recorded for a client, the network number is

normally set to 0 if the Clients are on the same IPX network as the

Control (this prevents subsequent problems when a file server is

down). This setting forces network numbers to be recorded and used

when establishing a connection.

Use Networks

The Control normally obtains a list of network numbers from the

nearest NetWare server or bridge. On some networks, there is no

NetWare server to ask, or the list generated is unreliable. Enter one

or more network numbers to use, which replaces the normal

discovery mechanism. The numbers can be decimal or hexadecimal

and must be separated by a comma. Such as “0x1, 0x2,

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0x34db1d69”. You can also use the Test function to determine these

values automatically.

Ignore Networks

This list of network numbers is generated in the same way as for Use

Networks, except that when browsing, these network numbers are

ignored. You can also use the Test function to determine these

values automatically.

Test

Select this option to check the IPX network configuration. This

determines if the IPX network stack is available and configured

correctly. You can also scan the network for network numbers that do

and do not respond.

Set NetBIOS connection

Note: This option is only available in the Control Configurator if you

open it from the Control configurations dialog. Click the

Profiles icon on the caption bar, select the required

configuration and click Connectivity and Startup Settings.

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NetBIOS

Use NetBIOS

Check this box to enable the use of the NetBIOS transport. NetBIOS

is a non-routed protocol and is only used on Local Area Networks

(LAN). Using NetBIOS requires that you select one or more adapters

to use. See adapters below.

Adapters

Contains the NetBIOS adapters that have been detected in your

workstation. Select one or more of these adapters for use in the

control. NetBEUI is the most common adapter used here, as it is used

primarily by Windows systems. The adapter numbers will vary from

workstation to workstation, but the names will remain constant.

Test

Allows you to test the NetBIOS stack and determine the adapters

available. You can also display detailed information about each

adapter found.

Set HTTP connection

This option enables you to configure the Control to communicate via

HTTP. For more information, see Connecting Clients/Controls via a

NetSupport Gateway.

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Use HTTP:

Check this box to enable the Client to communicate over HTTP.

Port:

NetSupport Manager’s default port for HTTP communications is 443.

Note: In version 9.10, port 443 was introduced as the default for

HTTP communications, 3085 being used previously. Gateway

settings will be preserved for existing customers who

subsequently upgrade, enabling 3085 to continue to be used,

but there may be scenarios when upgraded Controls and

Clients will need the HTTP port manually reconfiguring to

ensure compatibility.

PIN Server

PIN Server Address

Enter the IP address of the workstation where the PIN Server is

installed.

Port

The default port number for the PIN Server is 443.

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Use a proxy server to connect to the PIN Server

Select this option if you are using a proxy server to connect to the

PIN Server. Enter the server address and port number for the proxy

server.

Copy Settings from Gateway

If you have set up a NetSupport Gateway, you can use the same

settings for the PIN Server. Select the Gateway to copy the settings

from using the drop-down list and select Copy. The Gateway address

and port from the selected Gateway will be used.

Remote Dialup settings

This option provides configuration options for the dial-up settings for

remote networking. Before you can dial remote networks, you must

enter information about your modem hardware. To dial a remote

network at startup, click the Change the settings for the current

Configuration icon on the caption bar and choose Startup.

Note: This option is hidden by default. To view this, click the Change

the settings for the current Configuration icon on the

caption bar. Select Control Interface - Settings and clear

the Hide Dial Directory checkbox.

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Modem

NetSupport Manager displays all available modems here. Simply

select which modem you wish to use.

Dual Channel Bonding

If enabled, both channels of your ISDN line are combined, thus

increasing the amount of available bandwidth to 128k. However, in

increasing the speed of transmission, you are, in effect, making two

calls.

MSN (Multiple Subscriber Number)

Specify a number that you want the Control to answer an incoming

dial-back from a Client Bridge.

Diagnostics

None

Select this option to perform no diagnostics on your modem.

Basic

When the modems connect, the Control checks the following:

Flow control is correctly set (XON/OFF is disabled, etc).

There is a NetSupport Bridge at the remote number.

There are not excessive delays in transferring data.

Extended

The extended setting performs the same checks as for basic and

includes:

Line reliability

Throughput.

Logging Level

None

Select this option to display the progress messages on the screen

only.

Basic

Logs the following information to MODEM.LOG:

The name of the modem used

The number dialled

Results of diagnostic tests

Connection speed.

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Verbose

This records the same information as Basic but includes timestamps.

Use this option is you are having problems establishing dial-up links.

View Log

Opens a window that displays the MODEM.LOG file generated by

Extended and Verbose Diagnostic and Logging settings.

Advanced settings

Tickle Period

Specify the period in seconds between tickle packets that are sent to

the Client. These packets check to make sure that a connected Client

is still active. If the Client fails to respond, the Control assumes that

it is no longer present and will close down the connection.

Name Lookup Delay

Specify the delay in seconds between broadcast packets. Use this

value in conjunction with Name Lookup Attempts to reduce the

amount of time spent performing browses. The browse is more likely

to miss Clients if this value is too small. You should not specify a

value that, when multiplied by the Name Lookup Attempts value, is

less than 4 seconds.

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Name Lookup Attempts

Specify the number of name lookup packets the Control broadcasts

during a browse. The fewer broadcasts that are sent, the lower the

network traffic and the quicker the browse will complete.

Security options

The Control Configurator provides a wealth of security features

categorised as follows:

Settings

Event Logging

Replay Files

User Permissions

Security settings

Password

Enter the security password, which you will be prompted for when

starting the Control using this configuration. You must click on the

Set button next to this Control to set the password.

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Security Key

The security key is used whenever you connect to a Client. Unless the

key entered here matches the security key on the Client, you will be

denied access to the Client workstation. Press the Set button to

change the key. Optionally, this can be set as the serial number in

your NetSupport Manager Licence file.

Prompt for Additional Information when connecting

If this box is checked, you will be required to supply a reason for

connecting to a Client workstation. This is sent to and displayed at

the Client so that the user knows why you are connecting when the

Client has user acknowledgement enabled.

Try Last Username before displaying login Prompt

Remembers the user name and password attached to a named

configuration and will attempt to log in using this information.

Use Compression

Check this box to enable the use of compression. When you are

communicating with a Client, whether it is a File Transfer, View or

Chat session, the data being sent and reviewed will be compressed.

This also provides a means of security, as the data will also be

encrypted.

Use Encryption

With encryption turned on, all the information that is sent between

the Control and Client is very difficult for others to read. NetSupport

Manager offers a range of encryption options, ranging from 56 bit

DES to 256 bit AES, enabling you to find the necessary balance

between security and performance. The higher the level of

encryption, the higher the potential for decreased performance.

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Event Logging

Event logging enables a NetSupport Manager Control to record, in a

text file, the actions it has performed while remote controlling a

Client. This may be useful for maintaining a history of how often a

particular Client was connected to and for what purpose.

Enable Logging

Check this box to enable the Log to File option. Once enabled, each

time the Control subsequently connects to a Client(s), the activity for

that session will be recorded.

Log to File

Specify the path and file name for the log file. The NetSupport

Manager default is PCICTL.log. This file can be stored on the local

workstation or on a Server. Multiple Controls can write to the same

log file.

As User

Log File user is the user name and password used to be able to write

to the log file when the path specified is a UNC Path.

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Append to Logfile

By checking this box, NetSupport Manager will continually add to the

existing entries in the log file. If unchecked, existing items get

overwritten.

Replay Files

Replay files enable the Control to record and playback the screen

activity that takes place at a Client workstation while it is being

remote controlled/viewed.

Record Replay Files

Check this option to enable the recording of replay files. A replay file

will be created each time the Control views a Client PC.

Include Audio

In addition to recording the screen, mouse and keyboard activity, if

Client machines are configured for audio, you can include any

narration that takes place.

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Prefix Files With Client Name

In order to identify each replay file, file names are prefixed with the

Client name and the date/time of the recording. Alternatively, by

unchecking this box, the files will be named sequentially in the format

00000001.rpf etc.

In Folder

Specify where the replay files should be stored.

User Permissions

These settings restrict the items that a user running a configuration

can modify. Only if this configuration is running as a NetSupport

Manager Administrator can you restrict the privileges of other users.

Permit a user of this Configuration to

Act as an Administrator

When this box is checked, there are no restrictions applied to the

user of this configuration. This should be enabled for at least one

account to allow you to alter other configurations.

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Change Settings

This box is only available when the configuration is not running as an

Administrator. Check this box to prevent the user running this

configuration from changing any settings from within the user

interface.

Configure User Interface

This check box is only available when the configuration is not running

as an Administrator, and Change Settings is checked. Check this

box to prevent the user of the configuration from altering any

settings that affect the user interface.

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Remote Control settings

The following settings enable you to configure the behaviour of the

remote control options when viewing Client workstations.

View

Keyboard/Mouse

Print Capture

Audio

View Settings

This option provides the configuration options for viewing Client

workstations. When editing the Client settings, all changes you make

will only apply while you are connected to that Client. If you wish to

make your changes to the Control default, check Update

Configuration.

Options

BIOS Keyboard

Checking this option causes the Control to emulate keystrokes on the

Client at the BIOS level rather than the hardware level. Use this if an

application at the Client does not appear to be correctly accepting

keystrokes from the Control. Only use this option if you are

experiencing problems with the default low-level keyboard option.

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Confirm Switch to Full Screen

When this box is checked, you will be prompted to confirm switching

to Full Screen mode.

Full Screen

Checking this option will force the Control to view a Client in Full

Screen mode rather than in a window.

Scale to Fit

Check this option if you want the contents of the View window to be

automatically shrunk to fit the sizeable frame.

Disconnect when Closed

Check this option to disconnect from a Client when a View window is

closed.

Screen Scrape

NetSupport Manager’s favoured, and the most efficient method for

capturing screen data is to hook into the Video Driver of the

workstation being viewed. However, there may be occasions when

this method will not work because certain applications bypass the

driver. In these circumstances, you can enable Screen Scrape mode

in order to take a snapshot of the screen. Although this will have a

greater impact on the network, it will at least provide an accurate

representation of the Client’s screen.

Scrollbars

You can turn off scrollbars on the View windows by unchecking this

option. This is useful when using auto-scroll, as you gain a little extra

workspace.

Use Compression

Check this box to enable compression when viewing a Client’s screen.

The state of this checkbox is also reflected in the General settings.

Wallpaper

Check this box if you want the Client’s wallpaper to be visible when

viewing. Normally this is turned off to improve performance, so

expect the screen update speed to be impacted by selecting this

option.

Blank Client Screen

This enables the Control user to blank the Client screen in any of the

View modes.

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Notes:

• This feature is only available on Clients running Windows 10

v2004 and above (legacy support is provided for Clients running

Windows 8 and below).

• If another Control, with the Blank Client Screen setting checked,

attempts to connect to a Client being controlled in Blank Client

Screen mode, the original Control will be disconnected. This is to

prevent less privileged users from ‘surfing in’ on the back of a

more privileged user.

Video Skipping

NetSupport Manager Controls can be configured for viewing

performance. The Control program will not display Client screen

updates if a subsequent update to the area of the screen is made.

Unticking the box will result in all Client screen updates being

displayed at the Control.

Auto Clipboard

When enabled, it provides the quickest method for copying data. Use

shortcut keys to automatically copy from (Ctrl+C) and paste to

(Ctrl+V) the clipboard at both the Control and Client machines.

Default Mode

By default, when you view a Client, you start viewing in Share mode.

If you prefer to start viewing in a different way, change the mode

from the list provided.

Cache Size

The NetSupport Manager Control contains a cache to help improve

overall performance. The cache sizes range from 256k to 16Mb and a

separate cache is allocated to each Client connection. If you are

running applications on the Client that use lots of or large bitmaps,

increase the cache size to improve the performance.

Max Colour Depth

When you connect to a Client, you can restrict the colour depth that

is sent. This is done to reduce the amount of traffic between the

Client and Control. Reduce the colour depth to 16 colours if you are

using applications that do not rely on anything other than the

standard 16-colour palette.

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Note: The colour depth set here will be overridden by the settings in

the Client’s Configuration, preventing you from setting the

colour depth at a higher level. To alter these settings at the

Client, load the Advanced Configurator and select {Remote

Control – View} and amend the Max Colour Depth to the

required level.

Change DOS Font

Use this dialog to select the font to use when displaying DOS screens.

This will be either from DOS Clients or Windows Clients running Full

Screen DOS boxes. Windows uses a graphic character set for

displaying DOS screens. The higher the resolution that you are

running Windows in, the larger the font size you will need to set to

get an accurate representation of a DOS screen.

Change Japanese Font

Use this dialog to select the font to use when displaying Japanese

DOS screens.

Update Configuration Standard

Check this box to update the currently selected configuration.

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Keyboard/Mouse settings

Keyboard Layout

International keyboard

An international keyboard layout will be used at the Control during a

view session.

To specify a different keyboard layout to be used at the Control

during viewing, select the required layout from the drop-down list.

These layouts map keys on the Control to keys on the Client

workstation. If both Client and Control are using the same keyboard

layout, you should select Unmapped Keyboard from the list.

Hotkeys

When you are viewing a Client in Full Screen mode, hotkeys provide a

way of returning to the (possibly hidden) user interface. If the screen

resolution at the Client is smaller than the resolution of the Control,

you can simply click your mouse button outside the View window to

stop viewing and display the View window again. Check the boxes in

this group to determine the keys that are used as hotkeys.

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If you are using a keyboard that does not support three scan codes,

choose only two options as your hotkeys.

AutoScroll Speed

When you are viewing a Client’s screen, the Control can automatically

scroll the contents when the mouse moves close to the edges of the

window. Adjusting the sliding control sets the speed at which the view

scrolls, from not at all to very fast.

Scroll Delay

When auto-scroll is enabled, you can change the delay before the

scroll is activated. If you want the view to scroll as soon as the

mouse is at the edge of the screen, move the slider towards Min. If

you prefer a longer delay before the auto-scroll takes effect, move

the slider towards Max.

Mouse Delay

Adjusting the mouse delay allows you to reduce the rate at which

mouse updates are sent from the Control to the Client when

controlling or sharing. Move the slider control towards Infinite to

reduce the rate and conserve bandwidth or towards Min for the best

mouse response. This is useful on dial-up or very slow networks.

Disable Num Lock Synchronisation

If using a laptop as the Control machine, check this option to ensure

that the keyboard’s behaviour corresponds with that of a standard

desktop machine.

Update Configuration Standard

Check this box to update the currently selected configuration.

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Print Capture settings

Print Capture redirects printer output from a local printer at the Client

to the printer or file at this Control. You would use this when running

an application on a Client but want any printed output redirected to

the printer that is local to you.

Enable Print Capture

Select this option to enable the Print Capture feature. If this option is

unchecked, the output will be printed at the Client.

Notes:

• This option can also be enabled whilst viewing a Client. Click

Print Capture on the View window status bar and select Enable.

Alternatively, select Options to configure all print settings.

• In addition to enabling this option at the Control, you also need to

ensure that Print Capture is enabled in the Client’s Configuration.

The privileges are enabled by default.

These options specify where the printed output will be redirected to

on the Control. This can be a local or networked printer, a PDF/XPS

document, or a file.

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Capture to PDF/XPS document

Allows you to redirect the Client printing to a PDF/XPS document. If

an XPS driver or a PDF printer is installed, this will be used as the

default printer. If both are available, the PDF printer takes

preference.

Automatically print document if possible

If printing is available, this option allows the document to be

printed automatically at the Control.

Capture to Printer xxx

Select this option to redirect the Client printing to a local or network

printer. The name of the default printer that is currently set up is

displayed.

Change

Select this option to display a window containing all of the printers

configured on your local workstation.

Capture to File

Allows you to redirect the Client printing to a file that can be printed

later. This file can be on a local or network path.

Browse

A file browse window will appear when you select this option, allowing

you to find a location for the capture file.

Use Client Printer Driver

When you enable Print Capture and connect to a Client, a printer

matching the Control's local printer will be automatically created at

the Client. In some cases, say where the Control and Client have

different operating systems, the print driver may not install

automatically. In this case, you will need to manually install the print

driver at the Client.

Please contact our Support team for further information.

Report Driver used

When you connect to a Client, a dialog box will appear informing you

of the printer driver that has been used. If no matching drivers are

found, you will be informed whether you select this option or not.

Note: Print output is captured only from the port to which the default

printer is attached. Note that the Client may change this when

Print Capture is enabled.

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If you experience problems with the Windows Client, try:

• Disabling 'fast printing direct to port' at the Client.

• Removing any connection to a network printer at the Client.

• Changing the printing priority at the Client to Low in Print

Manager, Options, Background printing.

Update Configuration Standard

Check this box to update the currently selected configuration.

Note: If you are editing the Client Settings, any changes you make

here will only apply while you are connected to that Client. If

you wish to make your changes to the Control default, check

the Update Configuration option.

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Audio settings

This option provides configuration options for using Audio Support.

If you are editing the Client settings, all changes you make will only

apply while you are connected to that Client. If you wish to make

your changes to the Control default, check the Update

Configuration box.

Volume

Threshold – microphone sensitivity.

Microphone – volume of microphone.

Speaker – volume of speakers.

Test – Click Test, to test the volume settings as you adjust.

Enable

On – turn audio on.

Off – turn audio off.

Talk – turn the Control audio to talk function only.

Listen – turn the Control audio to listen function only.

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Selecting the Change Transmission Format button allows you to

change the transmission format. Use only the level you need for

acceptable quality. High quality settings can affect screen update

performance. Over remote communication links, we recommend you

use a transmission format of less than 2 kb/sec.

Control Interface settings

These options enable you to configure the different components

available to the named configuration.

Interface settings

This option enables you to configure the different components

available to the named configuration.

Settings

Hide Client List

Check this option to disable the display of known Clients for security

reasons. The All Computers folder is hidden in the Tree view.

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Hide Group List

Check this box to disable all the display of groups for security

reasons. Any groups that have been created in the All Computers

folder will be hidden.

Hide Dial Directory

Check this box to disable all remote network functions. The Remote

Networks folder is hidden in the Tree view.

Note: This option is enabled by default.

Hide Gateway

Check this box to disable the Gateway function. The Internet

Gateways folder is hidden in the Tree view.

Disable Browse

Check this box to disable the browse function. The Browse folder is

hidden in the Tree view.

Use internal speaker for Beep

By default, the audible warning beep, which sounds between

machines in functions such as Chat and View, comes from the PC’s

internal speaker. There may be occasions when it is more appropriate

to use the workstation’s sound card to generate the beep through

speakers, in which case uncheck this box.

Hide Auto Group List

Allows you to remove the Auto Group function from the Tree view.

Hide empty auto groups

Allows you to hide any auto groups that don't have any

Clients associated to them.

Client List Read-only

Check this box to remove the ability to alter the Known Client list.

Clients are still available in the Tree view, but you cannot modify or

create new Clients.

Group List read-only

Check this box to remove the ability to alter the Groups list. Groups

are still available in the Tree view, but you cannot modify or create

new groups.

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Dial Directory Read-only

Check this box to remove the ability to alter the Remote Networks

list. The Remote Networks folder is still available in the Tree view,

but you cannot modify or create new items.

Gateway Read-only

Check this box to remove the ability to alter the Gateway list. The

Internet Gateways folder is still available in the Tree view, but you

cannot modify or create new items.

Message on Disconnect

When checked, the Control user will be prompted to send a message

to the Client when disconnecting. This may be useful to notify the

user on the Client workstation that the Control user has finished

using the workstation and advise what action has been taken.

Silent Disconnect

Should a Client inadvertently disconnect during a session, a prompt

appears at the Control machine. Check this option to disable the

warning.

Shell Extension

NetSupport Manager integrates directly with Windows Explorer,

allowing you to launch key functionality directly from your system

without needing to first start NetSupport Manager.

Disable Shell Extension

Check this option to remove NetSupport Manager functionality from

the Explorer shell.

Location details (Geolocation)

Show Client location

This option will display the location of the Client in the Control.

NetSupport Manager will display the approximate location of each

Client (the town, state and country - with supporting flag). Clients

can be grouped by country/location in the Auto Group feature.

Default Client command

By default, double-clicking a Client in the List view opens a View

window. Here, you can change the action that is performed.

Double-clicking a Client in the list

Select what happens when a Client is double-clicked from the drop-

down list. You can choose to open a View, File Transfer, Edit Registry,

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Inventory, Task Manager, Remote Command Prompt or Remote

PowerShell window.

Functions

This option enables you to restrict the functionality that is available to

the Control.

Restrict Functionality

You can prevent the following features from appearing in the Control

profile by checking the appropriate boxes:

• Disable File Transfer

• Disable Chat

• Disable Send Message

• Disable Broadcast Message

• Disable File Manager

• Disable Duplicate Client Check*

• Disable PIN Connect

• Disable Quick Connect

• Disable Execute

• Disable Remote Command Prompt

• Disable PowerShell

• Disable Reboot

• Disable Logoff

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• Disable Replay

• Disable Registry Editing (this option is disabled by default)

• Disable Blank Screen

• Disable Inventory

• Disable Task Manager

* When browsing for Clients, NetSupport Manager checks for

duplicate Client details, only connecting to the first occurrence of a

particular address. Depending on the set-up of your network

infrastructure, there may be instances where duplicate IDs are in

use. You can disable the check using this option.

Remote Control

The following items disable the different view functions within the

NetSupport Manager Control:

• Disable Control

• Disable Share

• Disable Watch

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Help Request settings

This option provides configuration options for receiving help requests

from Clients.

When a Help Request arrives:

Highlight the Client in the Help Request list

Check this box to highlight the Client icon in the List view when a

help request is sent.

Display a message

Check this box to have help request messages displayed on the

Control screen.

Play a sound

Check this box to play a sound when a Client sends a help request.

Select Browse to specify the sound.

Control Status (for incoming Client Connections)

Available to take Help Requests

Check this box to be available to receive all incoming help messages.

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Not available to take Help Requests

Check this box to not receive any help messages.

Busy at the moment

Check this box to be available to receive all incoming help messages,

but not when connected to xxx number of Clients. Ensure that you

specify the number of Clients you need to be connected to in order to

be considered busy.

Set Status to ‘Busy’ when connected to xxx or more Clients

Specify the number of Clients you need to be connected to in order to

be considered busy.

Show settings

The Show feature allows you to display the Control screen on all,

some or one of the Client's screens. From here, you can configure the

settings for a Show.

Screen Scrape

NetSupport’s favoured, and the most efficient method for capturing

screen data is to hook into the Video Driver of the workstation being

viewed. However, there may be occasions when this method will not

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work because certain applications bypass the driver. In these

circumstances, you can enable screen scrape mode in order to take

a snapshot of the screen. Although this will have a greater impact on

the network, it will at least provide an accurate representation of the

Client’s screen.

Max Colour Depth

Allows you to select the maximum colour depth when showing to

Clients. By default, this will be set to 256 (high) colours.

Show Hotkeys

To ensure that all actions performed by the Control are visible to

Clients during a Show, you can enable the use of hotkeys. Any key

combinations that the Control uses, e.g. CTRL+V, will be displayed in

a balloon at both the Control and Client screens.

Send Physical Fonts

In order to reduce the volume of data being sent when sharing

information of this nature, NetSupport Manager passes the font

information by reference. The target workstation will refer to its own

internal font mappings to find an appropriate match to the one that

has been sent. In most cases, the same fonts will be available, but if

there are instances where this isn’t the case, you can send the full

information. Check this box to enable.

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File Transfer settings

This option provides configuration options for transferring files. They

allow you to alter the way in which information is displayed and

enables you to set safety features such as confirmation before

performing a damaging operation.

If you are editing the Client settings, all changes you make will only

apply while you are connected to that Client. If you wish to make

your changes to the Control default, check the Update

Configuration box.

Display Options

Show System/Hidden files

Check this box to display all files with system and hidden attributes.

By default, this option is unchecked.

Show file details

Select this option to display multiple columns of information for each

file in the list. These show the file size, modified date, attributes and

short file name. You can toggle between this state and the file names

only state by using the list style buttons in the File Transfer user

interface.

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Show filenames only

Select this option to only display file names in the file lists. This

allows you to display more files at the same time than with file

details. You can toggle between this state and the details state by

using the list style buttons in the File Transfer user interface.

Confirm

When you perform potentially dangerous file operations, such as

deleting a directory or file, you can make the Control display a

Confirmation dialog box. This helps prevent accidental loss of data. If

you are familiar with the user interface, you can turn these options

off as required. By default, all the confirmation settings are turned

on.

Folder copy

Make the user confirm before copying a directory structure.

Folder delete

Make the user confirm before deleting a directory structure.

File overwrite

If checked, displays a confirmation dialog before overwriting an

existing file. However, if unchecked, the confirmation message will

still appear if system/hidden files are about to be overwritten.

File delete

Display a confirmation dialog before deleting one or more files.

Use Recycle Bin for local deletions (when available)

All files deleted from the Local pane will be sent to the recycle bin.

This is enabled by default.

Use Compression

Check this box to enable the use of compression. When you are

communicating with a Client, whether it is a File Transfer, View or

Chat session, the data being sent and received will be compressed.

This also provides a means of security, as the data will also be

encrypted.

Delta File Transfer

Delta File Transfer improves performance by skipping the transfer of

information that is unchanged. If the file being transferred already

exists in the destination directory, only the changed parts of the file

will be updated.

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Delta File Transfer is enabled by default.

Priority (when also Viewing)

When you are transferring files and viewing a Client’s screen at the

same time, each operation impacts the performance of the other. You

can reduce the priority of a file transfer operation to make the

viewing more responsive and vice-versa. Slide the control to the left

to give the file transfer higher priority or to the right to give Client

views higher priority. If you are not viewing a Client, this setting is

ignored.

Automatically close progress when copy finished

Closes the File Transfer Progress dialog automatically on completion.

Untick this option if you want to see the File Transfer results.

Safe file types

When opening a remote Client file, a warning appears asking you to

confirm before continuing in case the file is unsafe. A list of safe file

types is provided and you won't be prompted before opening these

file types. By default, .bmp, .png, .jpg, .txt and .doc file types are

included in the list. You can edit or add additional file types to the list

(separate each file type with a semi-colon) as required.

Note: Certain file types such as .exe, .cmd and .bat files will still

receive a prompt even if they have been added to the list.

Update Configuration Standard

Check this box to update the currently selected configuration.

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Startup settings

This section configures the options that affect NetSupport Manager at

startup. You can connect to a Client, group, remote network or even

perform a browse. This enables you to perform a repetitive task that

you would normally do every time you start the Control.

At Startup

Dial Remote Network

Select this checkbox if you want to dial a remote network when the

Control starts. When this item is checked, the list of remote networks

configured is enabled. Select one of these networks to continue.

Connect to Client

Select this checkbox to connect to a Client when the Control starts.

All of the Clients in your Known Clients List will be displayed here,

with the transport appended to the name, for example, TEST1<TCP>.

Connect to Group

Select this checkbox to connect to a group of Clients when the

Control starts. All of the groups created will be displayed in this list.

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Browse for Clients starting with …

When the Control starts, it can perform a browse using the

information supplied. Enter a partial Client name or leave this blank

to find all available Clients. The Clients found will appear in the

Browse folder in the Tree view.

Start Viewing

When you have selected one of the checkboxes above, you have the

option to view the Client when the control starts. Select this checkbox

to enable the three options below. This allows you to choose how the

Client is viewed.

Watch

Start watching the Client or Clients when the Control starts.

Start sharing the Client or Clients when the Control starts.

Control

Start controlling the Client or Clients when the Control starts.

Icons

This utility allows you to create icons on your desktop that load a

NetSupport Manager Control with a specific named configuration. This

means that you can have several shortcuts that automatically connect

to one or more Clients when run.

Disconnect

The following options are only available on non-administrative

configurations.

Exit Program on Disconnect

Select this checkbox to force the Control to shut down when you

disconnect from a Client. This option is very useful when used in

conjunction with the option above and connecting to a Client at

startup.

Exit Program after Hanging up the phone

Select this checkbox to force the Control to shut down once a dial-up

session has been completed. This is most useful when used with

dialling a remote network at startup.

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vPro

Allows you to choose which mode to use when looking for and

connecting to Intel vPro machines.

Configuration

Basic (Small Business) Mode

Select this option to scan for vPro machines on your network using an

IP address range. You will be required to enter a user name and

password to establish a connection.

Advanced (Enterprise) Mode

Select this option to retrieve vPro machines from the SCS server. A

certificate will be required to establish a connection.

Intel® Setup and Configuration Service

These options will only be available when using Advanced mode.

HTTPS Mode:

SCS Service URL

Enter the URL for the SCS service.

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WMI mode:

SCS Server Name

Enter the name of the SCS server.

File Location settings

This option provides configuration options for Client, group, remote

networks, tools and scripting file locations. This facility allows a

Control user to have unique Control files, enabling a Control user to

access their Control files from any Control workstation.

Client File

Click Change to specify an alternative location for all Control’s, Client

details. To make files read-only, check the Client List Read Only

checkbox in the Control Configuration User Interface settings.

Group File

Click Change to specify an alternative location for all profiled

Control’s, group details. To make files read-only, check the Group

List Read Only checkbox in the Control Configuration User Interface

settings.

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Remote Networks File

Click Change to specify an alternative location for all profiled

Control’s, remote network details. To make files read-only, check the

Dial Directory Folder Read Only checkbox in the Control

Configuration User Interface settings.

Tools File

Click Change to specify an alternative location for all profiled

Control’s tool details. There is no facility to make these files read-

only.

Scripts File

Click Change to specify an alternative location for all profiled

Control’s, script details.

Use shared data files

Checking this option allows you to share data with other users.

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Managing and organising

Clients

In this chapter …

You will find out how to better manage your database of Client

PCs. Group Clients by department or geographic location and

customise the properties of each Client.

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Add a new Client

NetSupport Manager maintains a database of all Known Clients. This

is stored in the All Computers folder in the Tree view and provides a

fast way to connect to those Clients without having to perform a

browse.

You can also see additional information about the Client, such as

names, contact numbers etc.

To populate the known Clients database

1. Use the browse function to look up available Clients and connect

to them. All required information about that Client will then be

stored in the All Computers folder.

Select the Home tab in the ribbon and click New.

Select the All Computers folder and double-click New Client.

2. You will then be prompted for the following information:

• The name of the Client.

• The network address of the Client.

• The network transport it is running under.

Note: Select I’ll choose the name from a Browse list to

perform a browse and select a Client from the Browse list.

3. Click Next.

4. To enter additional information to be stored with the Client’s

details, select Yes, enter more information. To finish adding

the Client, select No. The information you can additionally store

is:

• An alternative name to be displayed at the Control for that

Client.

• A text description about that Client.

• A contact name.

• A contact telephone number.

5. Click Finish. The newly created Client will now appear in the All

Computers folder and be displayed in the List view.

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Delete a Client

As part of maintaining a database of known Clients, good

housekeeping requires deleting unused previously saved Clients from

the All Computers folder in the Control Tree view.

To delete a known Client from the database

1. Select the All Computers folder in the Tree view and select the

required Client.

2. Right-click the Client and click Delete .

3. A prompt will appear asking for confirmation.

Renaming a Client

Instead of displaying the Client’s physical name, NetSupport Manager

allows you to set a different name that will be displayed at the

Control.

For example, a workstation running a Client may have a description

allocated by you, such as Sales 2. This workstation may move to the

Accounts department, and as such, you wish to rename it to Accounts

To rename a Client

1. Select the All Computers folder in the Tree view and select the

required Client.

2. Select the tab in the ribbon displaying the Client's name and click

Properties.

Right-click the Client and click Properties .

3. The Client Properties dialog will appear.

4. Select the Details tab.

This is where you can store background information about the

Client workstation. The following options are available:

Display name

Use the display name to provide a friendlier name for the Client

to be displayed at the Control. By default, the physical Client

name is used.

Description

Here, you can enter any useful information about the Client.

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Contact and Phone number

Store the name of the workstation user and a relevant telephone

number for the workstation.

Mac/Ethernet address

Store the Mac/Ethernet address of the Client workstation.

Note: This only changes the stored name on the Control. It does not

affect the physical name of the Client that will be displayed at

another Control or if you do a browse.

Setting Client properties

You can store additional information about a Client workstation and

its user. This information can then be viewed in the detailed List view.

You choose which columns are displayed in the List view by selecting

the View tab in the ribbon and clicking Columns.

To adjust Client properties

1. Select the All Computers folder in the Tree view and select the

required Client.

2. Select the tab in the ribbon displaying the Client's name and click

Properties.

Right-click the Client and click Properties .

3. The Client Properties dialog will be displayed. The following tabs

are available:

General

This tab displays the physical Client name and location, the

transport the Client is using and the Client's network address.

You can also decide if the Client is included in shows/scans.

Details

This tab allows you to store background information about the

Client, such as the name you want displayed at the Control for

this Client, the description you want to associate with this Client,

the contact name and phone number, and the Mac/Ethernet

address.

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System Information

This tab will only be displayed once you have connected to the

Client. It displays the following system information about the

Client:

• The machine and logged on user name

• The IP address of the Client

• The last connection date and time

• The operating system the Client is running on

• The location of the Client

• The type of device the Client is using

• What version of NetSupport Manager the Client is running.

vPro

This tab will only be displayed if the Client is running on a vPro

machine. It shows the vPro version.

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Creating a new group

NetSupport Manager allows you to organise Clients into groups for

easier access and management. For example, you might group all the

Clients in the Accounts department into a single group called

Accounts. You can also create sub-groups which are attached to a

group, this may be useful if the Accounts department has different

offices, you can then have a sub-group for the London office and one

for the Cambridge office.

Note: Clients are also grouped by pre-defined criteria, platform and

Client version in the Auto Group folder in the Tree view.

These groups are fixed and are unable to be changed.

To create a group

1. Make sure the required Clients have previously been connected as

this will store them in the All Computers folder and make them

available for grouping.

2. Select the Home tab in the ribbon, click the New icon drop-down

arrow and select Group.

3. This will display the Add a group wizard, which will guide you

through the process of adding or removing Clients in your new

group.

4. Click Finish.

To create a sub-group

1. Select the group that you wish to attach the sub-group to.

2. Select the Group tab in the ribbon and click New.

3. This will display the Add a group wizard, which will guide you

through the process of adding or removing Clients in your new

group.

4. Click Finish.

Note: Clients specified in a sub-group will also appear in the group

above it.

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Adding/removing Clients in a group

NetSupport Manager allows you to group selected Clients together to

allow easier management.

For example, you may have a number of workstations all associated

with the Sales department. By placing each of the individual Clients in

a predefined group, you can then perform operations in a single

action to all members within that group.

To add Clients to a group

1. Open the All Computers folder and select the group you want to

add the Client to.

2. Right-click and select Properties .

Select the Group tab in the ribbon and click Properties.

3. Choose the Members tab

4. Select which Client you wish to add to the group.

5. Click Add.

1. Select the Clients in the List view.

2. Right-click and choose Add to Group .

Select the Selection tab that appears in the ribbon and click Add

to Group.

Note: This tab will only appear if multiple Clients are selected.

3. Select the required group and click Add.

1. Select the Client in the List view.

2. Left-click and drag and drop the Client into the relevant group.

To remove Clients from a group

1. Open the All Computers folder and select the group you want to

remove Clients from.

2. Right-click and select Properties .

Select the Group tab in the ribbon and click Properties.

3. Choose the Members tab

4. Select the Client(s) you wish to remove from the group and click

Remove.

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5. When you have finished adjusting the members of your group,

click OK.

1. Open the All Computers folder and select the group you want to

remove Clients from.

2. Select the Client(s) you want to remove from the group in the

List view.

3. Select the Group tab in the ribbon and click Remove from

group.

Note: To move a Client to a different group, select the Client icon

and drag and drop to the new group. This will remove the

Client from all levels in the previous group.

Setting group properties

Having created a group, you may be required to review or change its

name, description or members.

To adjust a group’s properties

1. Highlight the required group from the Tree view.

2. Select the Group tab in the ribbon and click Properties.

Right-click the group and click Properties .

3. The Group Properties dialog will be displayed. This has two tabs:

General

Shows the name and a description of the group, you can also

customise the appearance of the client icons.

Members

Lists the Clients in the group. From here, you can add or remove

Clients in the group.

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NetSupport Scripting

In this chapter …

Learn about NetSupport’s powerful scripting language and how

it can be used to automate repetitive tasks.

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NetSupport Scripting overview

NetSupport includes a powerful Scripting Language and Scheduler

that allows you to automate the tasks you would normally perform

repetitively in the NetSupport Manager Control.

For example, you might set up a script that runs unattended

overnight to connect to a number of remote NetSupport Manager

Clients and upload or download files to them.

This is a simple case, but NetSupport Scripting also contains a wealth

of desktop management functions such as the ability to interrogate

Clients and retrieve information such as their free disk space, what

operating system they are running, etc.

You could even use NetSupport Scripting to distribute applications by

using a combination of File Transfer, Remotely Execute applications

and edit the Registry.

Anything that you do manually with NetSupport Manager, you can do

automatically with NetSupport Scripting.

The following are just a few of the highlights:

• A powerful, structured language.

• A wide range of text manipulation functions.

• The ability to work with multiple connected Clients.

• Local and remote operations are supported.

• Full logging of activities.

• The ability to supplement the system log with your own log

messages.

• All of the security features associated with the 32-bit control are

available.

• Your scripts will not contain visible human-readable passwords to

develop your scripts.

A full description of the Script Editor can be found in the online help.

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Starting the Script Editor

The Scripting Editor allows you to edit and create automated

NetSupport Manager scripts.

To start the Script Editor

1. Choose {Start}{Programs}{NetSupport Manager}{NetSupport

Manager Script Editor}.

2. The Script Editor main window will appear.

The Script Editor is divided into four main sections:

• The menu bar and toolbar

• The Command window

• Edit dialog window

• Script Output Frame.

Creating a simple script

NetSupport Scripting contains so many functions that it is not

possible to cover them all. Instead, we will take you systematically

through creating, testing and running a simple script. You can then

explore the full functionality yourself.

To create a script

1. Choose {File}{New} from the Scripting drop-down menu bar.

2. A new Script dialog window will appear.

3. Double click on the Functions folder and then again on the Client

sub-folder. A list of functions relating to the Client will be

displayed.

4. Select a function and drag and drop it into the Script dialog

window.

5. A dialog box will appear, prompting you for the variables you

need to enter.

6. Select a transport for the script to run on by selecting the

SetTransport function, drag and drop it into the Script dialog

window.

7. A dialog box will appear, select which transports you wish to use

and click OK. The correct syntax will automatically be inserted in

the script.

8. Select the Connect function, drag and drop it into the Script

dialog window.

9. Enter the Client(s) workstation to connect to and run your script

over.

10. Continue in this manner until you have completed your script.

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Notes :

• To access help for a function, select the required function, right-

click and choose Display Help On xxx.

• It is advisable to regularly check the syntax of your script, choose

{Run}{Check Syntax} from the drop-down menu. The script will

then be checked and the results displayed in the output frame at

the bottom of the screen.

Scheduling and running a script

You schedule a script to run using the NetSupport Manager Scripting

Agent. Start this from the NetSupport Manager program group.

The Scripting Agent contains many functions for tailoring the

schedule to your exact needs. You create a schedule by choosing

{Script}{Add} and selecting or adding the details you want in the

Schedule dialog.

You can set many scripts to run in the same schedule. You can even

set the running of one script to depend on the results from another.

NetSupport Scripting is an exceptionally powerful tool and there are

an almost unlimited number of ways on which it can be used. Here

are just a few ideas for you to consider:

• Connect to Clients at remote sites overnight via a dial-up link and

retrieve their day’s sales.

• Connect to every Client on the Local LAN and retrieve its free disk

space. Raise an alert if it is less than a certain limit.

• Send a command to every Client to log in to the File Server and

download a database.

• Send a message to all Clients to be read by the users first thing

in the morning.

• Download an application overnight and use the Execute

Command to run its set-up.

• Update your NetSupport Manager Clients to the latest version.

The list is endless.

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Technical reference

In this chapter …

Additional technical information is provided, which will further

enhance your understanding of NetSupport Manager features.

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Unloading a NetSupport Manager Client

This allows you to stop the NetSupport Manager Client program from

running.

1. Use Net Stop Client32 from the command line.

Restarting a Client

In order to save any changes made to a profile, the file Client32U.ini

must be saved. Once saved, the Client should be restarted for these

changes to take effect. You can stop/start the Client from the Client

Configurator dialog box.

To save changes made to a profile

1. Choose {File}{Save} from the Client Configurator drop-down

menu.

Click the Save icon on the toolbar.

To restart the Client from the Client Configurator dialog box

1. Click the Restart icon on the toolbar. A dialog with the Client

information and licence details will appear.

1. Choose {File}{Restart Client} from the Client Configurator drop-

down menu.

2. A dialog box will appear informing you that the Client32 service is

being started.

3. A dialog with the Client information and licence details will

appear.

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Using compression effectively

Compression can be configured to three different settings, on, off or

always. When compression is turned on, screen data and file transfer

operations are compressed. However, if a file is transferred that is

already stored compressed (such as a zipped file or certain graphic

files), NetSupport Manager will stop trying to compress it further after

64KBytes. If Use Compression is turned on, the file is compressed

no matter what its internal structure is. This can be useful for

encrypting the file.

The compressing and decompressing of the information takes time.

On a dial-up link, the overhead of compressing and decompressing is

minimal compared to the transfer speed of the modems. However, on

a local LAN, if either the Control and/or Client are low specification

workstations, the time taken to compress, transfer the data and then

decompress can be greater than just sending the information directly.

In this case, it is probably better to turn compression off.

You can use the Compression tab in the About box to determine if file

and screen information is being compressed efficiently. Time copying

files of known sizes to determine if compression is speeding up your

connection to the Client.

Using cache effectively

NetSupport Manager can store areas of the Client screen in local

memory. This enables the Control to determine whether it needs to

get the area from the Client (relatively slow) or from local memory

(fast). This is commonly referred to as a cache.

The Client and Control use the same size cache. The size of the cache

for the Client is set via the Configurator and the size of the Control

cache is set in the View settings. The lower of the Control and Client

values is used.

Use the Cache tab of the About box to determine how efficiently the

cache is currently working. If the hit rate is low, then not many items

have been requested from the cache (or your remote control session

has not been very intensive). You could save memory by reducing the

size of the cache. If the hit rate is high, then the cache is being used

heavily. In this case, you may like to increase the size of the cache to

speed up the remote control session.

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The cache on the Control is created for each Client when it is viewed,

bear this in mind if you regularly view multiple Client’s screens. If

each Client has a 4Mbyte cache and you view 6 of them, the Control

will allocate 24Mb of memory. If the total size of all the caches

exceeds your physical memory size, then the operating system will

start paging memory to disk, this will affect the performance of the

cache.

If you have Clients with different cache sizes set, configure the

Controls to be as big as the largest Client setting. That way, the

Control will always allocate the largest cache the Client can support.

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Remote inventory and system information

For many support teams, an important part of the problem resolution

process is knowing not only what platform the workstation is running

but its hardware specifications and the applications installed on the

workstation. NetSupport Manager provides a real-time view of the

hardware and software inventory of the remote PC.

In addition to its sophisticated hardware/software reporting, where a

wealth of information is collected specifically about the hardware or

environment of the Client PC, you can obtain details of installed

hotfixes and use the Task Manager to view and manage applications,

processes and services that are currently running.

As well as the real-time reporting, NetSupport Manager also provides

the tools, security permitting, to allow you to remotely stop and start

services, end applications and processes.

Display the inventory for the selected Client

1. Select the required Client icon in the Control window List view.

2. Select the Home or Remote tab in the ribbon and click Inventory.

Select the tab displaying the Client's name in the ribbon and click

Inventory.

Right-click and select Inventory.

3. The Inventory window for the selected Client will appear.

Note: Once collected, the various Client inventories are stored locally

in the NetSupport Manager program folder, meaning that you

do not need to be connected to the target PC to be able to

view the information at a later date. Simply select the

required Client from the List view and choose the Inventory

option. However, if you subsequently want to refresh the

inventory, you do need to connect to the target PC.

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The Inventory window

The Inventory window is the primary interface for accessing the

wealth of information that NetSupport Manager’s inventory feature

provides.

The caption bar

The caption bar displays the name of the remote Client PC whose

system inventory is being viewed. Clicking the Client name brings up

a Remote Management pane, and from here, you can see details of

the Client and perform a variety of functions.

By default, the Client name, wireless and battery indicators (if

applicable) and security status (shows if TLS or encryption are

enabled or not) are displayed on the caption bar. You can customise

what is displayed and choose to show the Client's logged-on user

name, IP address, operating system, enclosure type and location by

right-clicking the Client name.

Note: Changing the Client display options here will also change them

on the quick access bar, connected Clients list on the status

bar and when zooming into thumbnails.

The following options are available:

Show or hide the ribbon.

Shows how many windows are open. From here, you can

access the Window menu.

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Access the online help and version number, licensee and

Technical Support information.

The ribbon

The ribbon provides access to the inventory components and you can

refresh, print and export the current view.

The following inventory views are available:

• Hardware

NetSupport Manager collects a range of information specifically

about the hardware or environment of the Client PC, providing all

the key information needed to assist in speedy problem

resolution.

Note: The inventory functions included with NetSupport

Manager are designed to run over TCP/IP. The Network

adapter details will not be displayed if TCP/IP is not

installed.

• Software

Provides a full software inventory report for any selected Client

PC. Includes the name of each installed product, the

manufacturer, product icon, version number and even the

associated exe file.

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• Hot Fixes

NetSupport Manager scans for and checks the status of any ‘hot

fixes’ that have been installed on the selected Client workstation.

The hot fix ID is listed along with its status. The hot fix ID links to

the appropriate Microsoft support page, where details of the fix

can be found.

When verifying the status of each fix, NetSupport Manager

returns one of three indicators:

Verifies that the fix is present on the target PC and is

current.

An expected file may not be present or is not the

correct version. It would be advisable to install the fix

again.

NetSupport Manager was unable to gather the required

information for it to be able to verify the status.

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Status bar

The status bar shows the number of connected Clients. You can see a

list of all connected Clients by clicking Connected (clicking a Client

name opens an Inventory window for them). Right-click to choose

how the Client is displayed in the list.

Running the Task Manager

1. Select the required Client icon in the List view.

2. Select the Home or Remote tab in the ribbon and click Task

Manager.

Select the tab displaying the Client's name in the ribbon and click

Task Manager.

Right-click and select Task Manager.

While viewing the Client screen, select the Tools tab in the View

window ribbon and click the Task Manager icon.

3. The Task Manager window for the selected Client will appear.

The Task Manager window

NetSupport Manager allows you to remotely open the Task Manager

and manage applications, processes and services on the Client.

The caption bar

The caption bar displays the name of the Client you are running the

Task Manager for. Clicking the Client name brings up a Remote

Management pane, and from here, you can see details of the Client

and perform a variety of functions.

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By default, the Client name, wireless and battery indicators (if

applicable) and security status (shows if TLS or encryption are

enabled or not) are displayed on the caption bar. You can customise

what is displayed and choose to show the Client's logged-on user

name, IP address, operating system, enclosure type and location by

right-clicking the Client name.

Note: Changing the Client display options here will also change them

on the quick access bar, connected Clients list on the status

bar and when zooming into thumbnails.

The following options are available:

Show or hide the ribbon.

Shows how many windows are open. From here, you can

access the Window menu.

Access the online help and version number, licensee and

Technical Support information.

The ribbon

The ribbon provides access to the Task Manager tasks and tools. The

available options change depending on what view is selected. You can

refresh, print and export the data from all views.

The following views are available:

• Applications

Shows a list of applications currently running on the Client

machine. You can close a selected application from the list by

clicking the Close Application icon.

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• Processes

Provides a list of processes currently running on the Client

machine. You can close a selected process from the list by

clicking the Kill Process icon.

Note: Click Monitor Resources to see the usage differences

(+/-) for the running processes.

• Services

Provides a list of services currently running on the Client

machine. The Control can stop, start, pause and restart services

by clicking the required Services icon.

Note: By default, the close process/application and start/stop

services features are disabled. You can enable these in the

Advanced Client Configurator – Access Privileges settings.

Status bar

The status bar shows the number of connected Clients. You can see a

list of all connected Clients by clicking Connected (clicking a Client

name opens a Task Manager window for them). Right-click to choose

how the Client is displayed in the list.

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Edit Registry window

Within the Edit Registry window, you are able to edit the registry of a

Client or Control workstation.

Note: The ability to edit the registry of a Control or Client

workstation is off by default. This can be turned on in the

Client Configuration – Access Privileges (Advanced) or Control

Configuration – Functions settings.

To edit the registry of a Client workstation

1. Select the required Client in the List view.

2. Select the Remote tab in the ribbon and click the Edit Registry

icon.

Right-click the Client and select Edit Registry.

To edit the registry of the Control machine

1. Select the Tools tab in the ribbon and click the Edit Local

Registry icon.

The Edit Registry window is divided into the following sections:

The caption bar

The caption bar shows which Client you are editing the registry of

(this does not appear when you edit the registry of the Control

machine). Clicking the Client name brings up a Remote Management

pane, and from here, you can see details of the Client and perform a

variety of functions.

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By default, the Client name, wireless and battery indicators (if

applicable) and security status (shows if TLS or encryption are

enabled or not) are displayed on the caption bar. You can customise

what is displayed and choose to show the Client's logged-on user

name, IP address, operating system, enclosure type and location by

right-clicking the Client name.

Note: Changing the Client display options here will also change them

on the quick access bar, connected Clients list on the status

bar and when zooming into thumbnails.

The following options are available:

Show or hide the ribbon.

Shows how many windows are open. From here, you can

access the Window menu.

Access the online help and version number, licensee and

Technical Support information.

The ribbon

The ribbon provides access to all the tasks and tools required for

editing the registry. Positioning the cursor over an icon will display a

brief description of its function.

The following sections are available in the Home tab of the ribbon:

• Registry

Allows you to create new, delete, compare and edit values,

rename keys or find specific data. You can also import and export

a key or value and print the registry tree or values.

• Bookmarks

Allows you to add, edit, remove or move up and down your list,

previously nominated bookmarks.

Left-hand pane

Displays a Tree view of the registry data.

Right-hand pane

When an item has been selected in the Tree view, it will be displayed

here. Select the item and use the icons in the ribbon (or right-click)

to edit it.

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Status bar

The status bar shows the number of connected Clients and the

current registry path (this can be copied by clicking ).

You can see a list of all connected Clients by clicking Connected

(clicking a Client name opens an Edit Registry window for them).

Right-click to choose how the Client is displayed in the list.

WARNING: The registry contains vital information on the

workstation. Editing any section of a registry should be done

with EXTREME care.

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Using NetSupport Manager’s Security features

effectively

NetSupport Manager has a large number of security features that can

be used to restrict access to the Control and Client. Knowing how

these work together and their limitations is useful when planning your

security policy.

Firstly, we recommend that if you want to restrict access to or protect

a Client, you do it at the Client, not at the Control.

There are a number of reasons for this. If the workstation contains

sensitive information that you want to protect, it is likely that the

workstation will have some physical security measures. Perhaps it is

located in a locked room, a restricted area or maybe it has some local

security measures. For example, it runs NT using NTFS.

It doesn’t matter how good the NetSupport Manager Client’s security

is if people can just walk up to the workstation and access the

information.

We recommend that the following measures are used to secure a

NetSupport Manager Client. They are ranked from most secure to

least secure. See the help in the Client Configurator for more

information.

• Physically protect access to the workstation.

• Use a secure operating system such as NT and use its security to

protect the workstation locally. i.e. use NTFS and user profiles for

NT.

• Store the Client configuration files in a secure area such as NT

Server.

• Set Client profiles that restrict the access rights that individual

Control users or groups of users have to what they actually need.

• Set a security key at the Control and Client. This only allows

Controls to connect to the Client only if they have the same

security key. For example, you can use this function to provide

someone in a department with access to their departments’

workstations only.

• Use the audit log/event log so you can determine who has

connected and when.

• Disable features at the Client that you know the Control user will

not need. For example, disable File Transfer or set to Watch only

if you don’t want people to manipulate the screen.

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• For NT Client workstations, use the NT security features such as

validate user ID.

• Set a password on the Configurator and restrict access to who

can run it.

• Password protect the Control workstation and set Control profiles

for individual users.

• Set restrictions in the Control profile for accessing certain

features like File Transfer, Viewing, Show etc.

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Understanding IP addresses

An IP address is made up of 4 bytes, each byte being made up of

eight bits, which can have a value of 1 or 0. This gives possible IP

addresses of 0.0.0.0 to 255.255.255.255.

Each IP address is also split into two portions, a network portion,

which identifies the network the device is on, and the local or host

portion, which identifies a particular device.

The subnet mask defines the position of this split between the

network and host portions of the address, which is associated with

the address. The subnet mask is also a four-byte number. Each bit in

the subnet mask that is set to 1 denotes that the corresponding bit in

the IP address is part of the network portion.

For example, if we have an IP address of 10.10.2.21 and a subnet

mask of 255.255.255.0

IP Address

Subnet Mask

255

IP Address In Binary

00001010

00000010

00010101

Subnet Mask in Binary

11111111

00000000

Network Portion of IP

Address

00001010

00000010

00000000

Host Portion of IP Address

00000000

00010101

Network Portion of IP

Address

Host Portion of IP Address

Therefore, when we send an IP packet to 10.10.2.21, we are actually

sending a packet to device 21 on network 10.10.2.0

In the example above, the network 10.10.2.0 can have 256 host

addresses, 0 to 255. However, two of the host addresses, the first

and last, on each IP network are reserved. The reserved host address

with all bits set to 0 is the Network Address, and the one with bits set

to 1 is the broadcast address.

In our example network of 10.10.2.0

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10.10.2.0 is the network address

10.10.2.255 is the broadcast address.

When an IP packet is sent to a network’s broadcast address, each

device on the IP network will receive this packet.

It is this IP network broadcast address, which is used when

configuring NetSupport Manager Control to browse on an IP subnet

other than its own.

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Using command line instructions

The NetSupport Manager Control program, PCICTLUI.EXE, can be

called from the command line. A range of parameters is available,

enabling you to create shortcuts to many commonly used tasks.

Using these parameters, you can, for example, create different

Control profiles, set up a connection to specific Clients, and then

create a desktop icon to automatically execute the commands when

required.

NetSupport Manager Command Line Options

At the command line run, ‘PCICTLUI.exe’, from the NetSupport

Manager Program folder, followed by the appropriate parameters:

1. /N Loads a specific Control configuration. (Created in the Control

Configurator. Click the Profiles icon on the caption bar.)

Note: When using control configuration profiles, it is advisable

to password protect the configuration and keep the

standard configuration unchanged to avoid locking

yourself out of the Control.

Syntax

PCICTLUI /NPROFILE NAME (where profile name = the

stored configuration name)

/F Used with /N, restricts the control to only use the specified

profile. By including this parameter, you prevent the Control

user from being able to alter or add configurations.

Syntax

PCICTLUI /N/FPROFILE NAME

/C Connect to a specific Client by name or address.

Syntax

If connecting by IP address:

PCICTLUI /C”>NN.NN.NN.NN” (where “NN.NN.NN.NN” =

the IP address)

If connecting by name:

PCICTLUI /CNNNNNN (where NNNNNN = client name)

/V Used in conjunction with /C, opens the View window (in share

mode) of the connected Client.

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Syntax

PCICTLUI.EXE /C”>NN.NN.NN.NN” /V

/VC Opens a View window to the connected Client in Control mode.

Syntax

PCICTLUI.EXE /C”>NN.NN.NN.NN” /VC

/VW Opens a View window to the connected Client in Watch mode.

Syntax

PCICTLUI.EXE /C”>NN.NN.NN.NN” /VW

/VS Opens a View window to the connected Client in Share mode.

Syntax

PCICTLUI.EXE /C”>NN.NN.NN.NN” /VS

/E Used in conjunction with the /V options, opens the View window

without loading the Control. When the View window is closed,

the remote control session ends.

Syntax

PCICTLUI.EXE /C”>NN.NN.NN.NN” /V /E

PCICTLUI.EXE /C”>NN.NN.NN.NN” /VC /E

PCICTLUI.EXE /C”>NN.NN.NN.NN” /VW /E

PCICTLUI.EXE /C”>NN.NN.NN.NN “/VS /E

/G Connect to a defined group of Clients on start-up.

Syntax

PCICTLUI.EXE /GNNNNN (where NNNNN = the group name)

/D Dial into a remote network. Can be used in conjunction with /C.

Syntax

PCICTLUI.EXE /DNNNNN /Cxxxxx (where NNNNN = the

name of the remote network and xxxxx = the name of the

Client to connect to)

/U Specify the protocol to use. Use IP for IPX/SPX, TC for TCP/IP,

and NBn for NETBIOS where n = the stack 0-7.

Syntax

PCICTLUI.EXE /Unb1 (where nb1 = netbios stack 1)

/R Display a NetSupport Manager Replay File.

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Syntax

PCICTLUI.EXE /RNNNNN.rpf (where NNNNN.rpf = the file

name)

/A Open a Chat session with a selected Client.

Syntax

PCICTLUI.EXE /CNN.NN.NN.NN /A

/I Retrieves a hardware/software inventory from the selected

Client machine.

Syntax

PCICTLUI.EXE /CNN.NN.NN.NN /I

/S Connect to the Client using its PIN. Can be used in conjunction

with /V, /VC, /VW and /V /EV.

Syntax

PCICTLUI.EXE /SNNNNN (where NNNNN is the Client's PIN)

/X Opens a File Transfer window at the selected Client.

Syntax

PCICTLUI.EXE /CNN.NN.NN.NN /X

/K Opens a PowerShell or Registry session at the selected Client.

Syntax

PCICTLUI.EXE /CNN.NN.NN.NN /Kpowershell

PCICTLUI.EXE /CNN.NN.NN.NN /Kregistry

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Integration with Active Directory

NetSupport Manager integrates with Microsoft’s Active Directory

structure, enabling you to centrally manage Client and Control

configurations. By creating an appropriate Group Policy, you can

apply standardised Client configurations to Client machines without

the need to visit individual desktops.

To make the task a little easier, NetSupport Manager supplies ready-

made Administrative Templates containing the configurable options.

When you install NetSupport Manager, the Template files are copied

to the NetSupport Manager program folder.

To apply configuration changes via Active Directory

1. At the domain controller, run Group Policy Management.

2. Select the desired policy to apply the NetSupport settings to or

create a new policy.

3. Right-click the policy and select Edit.

4. The NetSupport Manager templates will be located under:

Computer Policies – Computer Configuration > Policies >

Administrative Templates

User Policies – User Configuration > Policies > Administrative

Templates

5. The templates are called NetSupport Client Settings and

NetSupport Manager Control Settings.

6. Within these templates, you will find the relevant NetSupport

Manager settings that can be applied via Group Policy.

By default, each NetSupport policy option is set to not configured.

Each time you make a change to an option, the Group Policy refresh

interval will determine when it is applied to Client machines. If a

remote control session is not currently active, the Client will detect

any changes to its own Administrative Template and restart,

applying the new settings. If a remote control session is open, the

Client will restart at the next available opportunity.

For an explanation of the configuration options that are available,

refer to the Configuring the Client section.

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Note: Please refer to the Support area on our website

www.netsupportsoftware.com/support for the latest

information on Active directory policy files, instructions on

upgrading from previous versions and applying NetSupport

Manager Client profiles within Active Directory.

The NetSupport Manager Client can be configured to validate user

connections against members of Active Directory groups. See

Configuring the Client - User Validation.

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Smartcard support

NetSupport Manager allows the Control to log on to Client machines

that use Smartcard authentication. Smartcard support is automatic

and no additional installation is required. Support is dynamically

loaded at the Client when a Control connection is made. When

loaded, an additional hardware device will be available called NSL

Pseudo Smartcard Reader.

When the Control opens a View window to the connected Client, they

will need to insert their own smartcard into the reader attached at the

Control and enter the Clients PIN to log on to the remote user’s

machine.

If multiple Client View windows are open at the Control, smartcard

insertion and removal events are sent to the Client currently in focus.

Notes:

• Smartcard authentication for remote control sessions is only

available if the Client is running Windows XP or later, the

smartcard authentication option is enabled at the Client and the

Client was able to successfully create the pseudo smartcard

device.

• In an Active Directory environment, it is possible to enable

smartcard support using the NetSupport Manager ADM Template.

Enabling smartcard logon

1. Open the NetSupport Manager Program folder by choosing

{Start}{Programs}{NetSupport Manager}{NetSupport Manager

Configurator}.

2. Choose the Advanced Configurator option and select the profile

to amend.

3. From the list of configuration options, select Security-

Smartcard.

4. Check the Enable Smartcard option.

5. Click OK.

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Using NetSupport Manager over the internet

NetSupport Manager works across the internet in much the same way

as it does across dial-up networking. It can be done to workstations

with a static connection across a LAN or to a dial-up account with ISP.

If your workstation can “see” a workstation running NetSupport

Manager, you can connect to it, whether this is on the internet, via

remote communications, a RAS dialup link or on your local LAN/WAN.

Note: While the following procedure can be used, NetSupport

Manager also provides a convenient Internet Gateway

feature delivering web-based remote control without the

need for modifications to existing Firewall configurations.

To remote control a Client over the internet

1. Connect both the Control and the Client to the internet.

2. Select the Home tab in the ribbon.

3. In the Quick Connect section, type in the IP address of the Client

you wish to connect to.

4. Select the By IP address icon .

5. Click Quick Connect.

Finding an IP address

The easiest way to find the IP address of the Client is to use the

command line ipconfig.

DHCP

Workstations connecting via a modem link to an ISP will normally

have a different IP address assigned to them each time they connect.

You will therefore need to find out their address each time you wish

to connect. This is done using the command line ipconfig.

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Contacting NetSupport

If you have any comments regarding the design, installation,

configuration, or operation of NetSupport Manager, please contact us.

UK & International

www.netsupportsoftware.com

Technical Support: support@netsupportsoftware.com

Sales: [email protected]

North America

www.netsupport-inc.com

Technical Support: [email protected]

Sales: sales@netsupport-inc.com

Canada

www.netsupport-canada.com

Technical Support: support@netsupportsoftware.com

Sales: sa[email protected]

Germany, Austria and Switzerland

www.pci-software.de

Technical Support: supp[email protected]

Sales: [email protected]

Japan

www.netsupportjapan.com

Technical Support: [email protected]

Sales: sal[email protected]

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2FA, 107

access privileges, 227, 229

access rights

for file transfer, 243

acknowledge connection by a

Control, 235

active directory, 344

authenticate, 232

adding Clients, 312

advanced Client browsing, 81

terminal server, 112

advanced Client configuration, 213

android client, 56

applications running at Client.

See

inventory

audio support, 151

adjusting microphone sensitivity,

153

adjusting speaker volume, 153

Client configuration, 253

Control configuration, 294

making announcements, 152

auto group, 66

basic Client configuration, 212

beep

when Control receives help

request, 300

while chatting, 183

while viewing, 255

blanking Clients screens, 128

broadcast show, 145, 269

browsing, 73

advanced, 81

for Gateway Clients, 73

for terminal server Clients, 112

Gateways, 103

IPX network, 83

over a subnet, 81

over an IP subnet, 81

specify subnets, 269

understanding IP addresses, 339

cache, 249, 285, 325

capture print output, 190, 291

capture screen, 132

chat

Client initiated, 204

Control initiated, 182

disable, 185, 229, 255

group chat, 182

initiate in explorer, 193

send audible beep, 183

chrome OS, 54

client

update, 118

Client

accept/reject connection, 236

acknowledge connection, 235

automatic login, 117

chat to a Control, 204

Client Main Window, 201

configuration, 212

disconnecting a Control, 203

features, 200

inventories, 327

load bridge at startup, 222

power off, 119

power on, 119

properties, 314

raising a help request, 204

receiving messages, 205

remote installation, 37

restarting, 324

security. See security, at the

Client

unloading, 324

client automatic login, 117

client automatic update, 118

client configurator

advanced options, 262

terminal services, 261

Client Configurator

access privileges, 227, 229

audio settings, 253

Client interface options, 255

Client settings, 255

connect options, 238

connectivity options, 215

dialin options, 222

disconnect options, 240

enable smartcard logon, 237

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help request settings, 257

profile options, 260

remote control settings, 249

replay file settings, 244

security, 225

set Client password, 225

set Configurator password, 225

set HTTP, 219

set IPX, 217

set NetBIOS, 218

set Security key, 225

set TCP/IP, 216

set tickle period, 224

show settings, 252

user acknowledgement, 235

user validation, 232

view settings, 249

client information window, 201

Client settings, 267

clients

organising clients, 137

clipboard, 191

command line instructions, 195,

197, 341

compression, 279

file transfer, 303

use while viewing, 285

using effectively, 325

configuration files

creating, 209

editing, 209

configure PIN server at client, 221

configure PIN server at control, 275

configuring Clients, 212

connect

by hostname, 269

connecting to Clients

on different protocols, 80

over a remote IPX network, 83

over a subnet, 81

over an IP subnet, 81

quick connect, 79

terminal server, 112

through firewalls, 110

through proxy servers, 110

through the Internet, 347

understanding IP addresses, 339

using IP address, 79

with a smartcard, 237

connecting to clients using PIN

connect, 77

connecting to Controls

through firewalls, 110

through proxy servers, 110

through the Internet, 347

connectivity

dialin options, 222

remote dialup at Control, 276

set HTTP, 219, 274

set IPX, 217

set NetBIOS, 218

set PIN server at client, 221

set PIn server at control, 275

set TCP/IP, 216, 269

connectivity server, 84

Control

adjusting microphone and

speaker volume, 153

audio announcements, 152

audio support, 151

capture Client print output, 190

chat to Client, 182

clipboard, 191

connecting to Clients, 76

connecting to Clients, different

protocols, 80

Ctrl+Alt+Delete, 122

dealing with help requests, 188

disconnecting Clients, 116

executing applications, 138

features, 14

file distribution, 176

file manager, 180

finding Clients on a gateway, 73

finding Clients on the network, 73

Internet, use over, 347

logout, 121

managing Control files, 180

messages, sending, 187

power management, 119

quick connect, 79

reboot, 121

recording replay files, 158

scanning clients, 130

security. See security, at Control

set name, 268

showing a Client's screen, 149

showing the Control screen, 145

starting, 60

user defined tools, 143

video support, 154

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viewing a Client, 123

Control configuration

create desktop icons, 266

multiple profiles, 266

control configurator

vPro, 308

Control Configurator, 264

advanced settings, 278

audio settings, 294

configure interface settings, 295

connectivity options, 269

Control interface settings, 295

event logging, 246, 281

file locations, 309

file transfer settings, 243, 303

general settings, 268

help request settings, 300

keyboard/mouse settings, 289

print capture settings, 291

protect configuration, 242

remote control settings, 285

remote dialup settings, 276

replay files, 282

restrict functionality, 298

security settings, 279

set HTTP connection, 274

set TCP/IP connection, 269

show settings, 301

startup settings, 306

terminal server settings, 112

user permissions, 283

control panel video player, 156

Control Window, 61

hide options, 295

list view, 69

tree view, 65

Ctrl+Alt+Delete, 122

customisable display text, 235, 240,

259

cut and paste, remotely, 191

database, Client

adding, 312

deleting, 313

properties, 314

renaming, 313

default settings, customise. See

customise

deleting Clients, 313

deleting files and directories, 169

delta file transfer, 168, 303

deploy

a Client configuration, 47

a NetSupport license file, 48

a NetSupport package, 43

getting started, 40

log files, 52

main window, 41

pre-define settings, 51

remote Install, 37

remote uninstall, 49

DHCP

connect by hostname, 269