Symantec PC ANYWHERE SOLUTION V 12.5, Manual

Page 1: ...Symantec pcAnywhere Solution User Guide Version 12 5 ...

Page 2: ...DITIONS REPRESENTATIONS AND WARRANTIES INCLUDING ANY IMPLIED WARRANTY OF MERCHANTABILITY FITNESS FOR A PARTICULAR PURPOSE OR NON INFRINGEMENT ARE DISCLAIMED EXCEPT TO THE EXTENT THAT SUCH DISCLAIMERS ARE HELD TO BELEGALLYINVALID SYMANTECCORPORATIONSHALLNOTBELIABLEFORINCIDENTAL OR CONSEQUENTIAL DAMAGES IN CONNECTION WITH THE FURNISHING PERFORMANCE OR USE OF THIS DOCUMENTATION THE INFORMATION CONTAI...

Page 3: ...Symantec Corporation 20330 Stevens Creek Blvd Cupertino CA 95014 http www symantec com ...

Page 4: ...hat provides rapid response and up to the minute information Upgrade assurance that delivers automatic software upgrade protection Global support that is available 24 hours a day 7 days a week Advanced features including Account Management Services For information about Symantec s Maintenance Programs you can visit our Web site at the following URL www symantec com techsupp Contacting Technical Su...

Page 5: ...e Customer service information is available at the following URL www symantec com techsupp Customer Service is available to assist with the following types of issues Questions regarding product licensing or serialization Product registration updates such as address or name changes General product information features language availability local dealers Latest information about product updates and ...

Page 6: ...d countermeasures to prevent attacks before they occur Symantec Early Warning Solutions These services remove the burden of managing and monitoring security devices and events ensuring rapid response to real threats Managed Security Services Symantec Consulting Services provide on site technical expertise from Symantec and its trusted partners Symantec Consulting Services offer a variety of prepac...

Page 7: ...te control session 20 About VNC and RDP connections 22 Connecting with VNC 22 Connecting with RDP 22 Advanced options 23 Approve connection user states 24 Remote control options 24 Changing online options 26 Recording a remote session 28 Playing a recorded session 29 Taking a snapshot 29 Starting a chat session 30 File transfer options 31 Command queue options 32 Edit preferences while in Command ...

Page 8: ...ging the Access Server 48 Opening the Access Server Manager 48 Undocking a host 49 Ending an active session 49 Starting and stopping the Access Server 50 Configuring the Access Server 50 Naming the Access Server 51 Setting the launch options for the Access Server 52 Specifying the port numbers for the Access Server 52 Blocking IP addresses from docking 53 Setting a user password for the Access Ser...

Page 9: ...to work across multiple platforms including the Windows OS Linux OS and Macintosh OS Connectivity features help facilitate connections through firewalls routers and other types of network address translation NAT devices Robust security features help protect your computers and servers from unauthorized access You can use pcAnywhere Solution in the following ways pcAnywhere Solution lets help desk p...

Page 10: ...where Solution uses remote control technology You can then connect to another computer or server and work as though you are sitting in front of it pcAnywhere Solution supports network connections over a local area network LAN wide area network WAN or the Internet See Running a remote control session on page 16 It might be helpful to understand some pcAnywhere terminology For example the client com...

Page 11: ...task servers hierarchy and policies in the Symantec Management Platform Help Role based security Role based administration and security are provided on two levels with pcAnywhere Solution The administrator can decide which roles have access to pcAnywhere Solution by configuring those roles in the Symantec Management Console You can choose which roles have the ability to launch remote control sessi...

Page 12: ...ve connections Includes support for encryption Requires the user to approve connections Includes support for encryption Requires the user to approve connections Includes support for encryption Supports a connection to a host that is behind a firewall and NAT devices Customizes the host data port number Connection pcAnywhere authentication Open Directory authentication pcAnywhere authentication PAM...

Page 13: ... Windows Settings Docks to pcAnywhere Access Server Connects to a specific group Docks to pcAnywhere Access Server Connects to a specific group Docks to pcAnywhere Access Server Connects to a specific group Access Server 13 Introducing pcA Solution Platform differences ...

Page 14: ...Introducing pcA Solution Platform differences 14 ...

Page 15: ...ng platform specific configuration options Starting a remote control session About VNC and RDP connections Connecting with VNC Connecting with RDP Advanced options Approve connection user states Remote control options Changing online options Recording a remote session Playing a recorded session Taking a snapshot Starting a chat session File transfer options 2 Chapter ...

Page 16: ...e Installing the pcAnywhere plug in on managed computers on page 17 Install the pcAnywhere plug in on managed computers Step 1 You can choose what options are applied to all host computers that are running on a specific platform See Setting platform specific configuration options on page 17 Select the platform specific configuration settings Step 2 You can select a computer in your network connect...

Page 17: ...tion policies can help you install the pcAnywhere Solution plug in on the managed computers that you select You can also choose to use a pcAnywhere Plug in package for each platform See Running a remote control session on page 16 To install the plug in on managed computers 1 In the Symantec Management Console on the Settings menu click All Settings 2 In the left pane expand the Settings Agents Plu...

Page 18: ...owing options depending on the platform that you selected Options Tab Require user to approve connection Sends a message to the host computer that requires the user to allow the remote control connection within the specific timeout number of seconds Customized approval message Lets you create a custom connection approval message Use encryption The host computer uses this option If this box is chec...

Page 19: ...e specified number of minutes Maximum number of logon attempts Timeout connection attempts after the specified number of minutes Remote control mode Fullcontrol Lets both users control the mouse and keyboard of the host computer View only Lets the administrator observe a user s actions at the host computer The administrator s keyboard and mouse are disabled in this view Lock Host keyboard mouse Lo...

Page 20: ...mputer on it also appears on the host computer The lower left corner of the tray icon includes some green animation dots that continually flash if there is an active remote control session Otherwise the tray icon is a complete yellow circle without any animation If you mouse over the tray icon during an active session it displays the name of the computer that has control of that computer By right ...

Page 21: ...tLogin page enter the credentials for the computer that you want to control If the authentication policy has not been applied to the host computer the default authentication uses each computer s local administrators group account You can also choose to connect to a remote control session as a standard user or as a superuser See Approve connection user states on page 24 7 Click OK After you establi...

Page 22: ...a VNC server listens for connections from a Web browser on TCP port 5800 If you point a Web browser to this port the VNC server automatically provides a Java VNC viewer that runs in your Web browser This Java Viewer exchanges data with the VNC Server on the same ports that a normal VNC viewer uses See About VNC and RDP connections on page 22 To connect with VNC 1 On the host computer install a VNC...

Page 23: ...d 4 Connect to the host computer Advanced options You can choose the options that let you select the connection options for your remote control session See Starting a remote control session on page 20 Table 2 2 Advanced options Description Option Click this option to start the session in remote control mode Remote control Click this option to start the session in file transfer mode See File transf...

Page 24: ... Delete Display message box with the ability for the host user to only accept the connection After timeout the connection is established Display message box with the ability for the host user to only accept the connection After timeout the connection is established Machine locked Display message box with the ability for the host user to only accept the connection After timeout the connection is es...

Page 25: ... Session Manager window Use this option when the host computer uses a higher screen resolution than the remote computer Yes Screen Scaling Changes display settings during a remote control session See Changing online options on page 26 No View Edit Online Options Records the remote session to a file to play back later See Recording a remote session on page 28 Yes Start Stop Session Recording Saves ...

Page 26: ...omputer No LockHostKeyboard and Mouse Locks the keyboard and mouse on the remote computer No Lock Remote Keyboard and Mouse Lets you examine any devices that both computers share This option is supported only in the pcAnywhere boxed product No Explore Shared Devices Displays a chat window See Starting a chat session on page 30 No Show chat Changing online options You can change display settings or...

Page 27: ...ou ensure that such dialog messages appear in a visible part of your screen Host active window tracking When you operate in full screen mode this option places command icons in the top left corner of the remote control window The command icons let you end the session or return to the two paned window Display Revert and End Session buttons in full screen mode Optimizes the performance for high spee...

Page 28: ...wing keyboard shortcuts Ctrl m 0 View all monitors Ctrl m n View a single monitor where n is the number that corresponds with the monitor that you want to view Multi Monitor 3 Click Apply 4 Click OK Recording a remote session You can record a remote session at any point during the session You can save the session in a new file or add the recording to the end of an existing file See Playing a recor...

Page 29: ... recorded session 1 Launch the pcAnywhere Manager application This 32 bit Windows application installs with the Symantec Management Console It creates a Symantec pcAnywhere shortcut icon on your Windows desktop 2 In the pcAnywhere Manager console in the left pane click Go to Advanced View 3 Under the pcAnywhere Manager section click pcAnywhere Tools 4 In the right pane click Playback Sessions 5 Br...

Page 30: ...an have a typed conversation in a chat window Either the host or remote user can initiate a chat session This feature is helpful for sending brief messages or instructions This option is located in the Session Manager options in the top left corner of your screen See Remote control options on page 24 To chat online with the host user 1 In the Session Manager window on the left navigation bar under...

Page 31: ...on page 16 See Advanced options on page 23 Table 2 5 File transfer options Description Option Moves the selected files from the remote computer to the host computer You can browse through the directories of both computers to select the file to move and to choose where the file resides Transfer Moves the selected files from the host computer to the remote computer Transfer Synchronizes the current ...

Page 32: ...Lets you specify where to save a command queue Save Queue As Cancels the specified command in the command queue list from currently executing Cancel Command Deletes the specified command in the command queue list Remove Command Moves up the specified command in the command queue list The commands execute in the order they are listed top to bottom Move Command Up Moves down the specified command in...

Page 33: ...n of read only system hidden files Compares the contents of files with duplicate file names in the source directory and the destination directory This option transfers only the portions of the source file that differ Use SpeedSend Automatically skips over a file that cannot be processed No error message is generated so no user intervention is required To find this tab click the left arrow and the ...

Page 34: ...r comma separated values csv format Generate report Notifies the user about the action that you are about to perform Select the number of seconds that the user has to respond to the prompt If the timeout period expires the action is carried out automatically Prompt user Sends a confirmation prompt to the host user This option is available only if you select Prompt user Allow user to cancel Lets yo...

Page 35: ...n Manager click End Session 2 In the confirmation window click Yes If you have permission to restart the host computer you can choose whether the host should accept other connections You can also cancel the host by restarting the computer 35 Establishing remote connections Ending a remote control session ...

Page 36: ...Establishing remote connections Ending a remote control session 36 ...

Page 37: ...ation process and connection processes For example some of the reports include the user name and IP address that attempted to initiate a remote control session If you have multiple sessions that are active the pcAnywhere Solution reports might not reflect the current status of each session You can also create custom reports in Notification Server For more information view topics about creating cus...

Page 38: ...nning in the current environment Collection pcAnywhere Hosts by Version Provides the information on the connections and remote tools activity that occurred over a specified period of time Time Period in days Host Machine Target pcAnywhere Session Activity Audit Report actions You can perform different actions on each report See About pcAnywhere reports on page 37 Table 3 2 Report actions Descripti...

Page 39: ...ll Reports 2 In the left pane expand the Reports Remote Management Remote Control folders 3 Click the report that you want to view The report opens in the right pane Changing report parameters You can change some of values for the parameters that are included in the standard reports See Report actions on page 38 See About pcAnywhere reports on page 37 To change the parameters for a report 1 In the...

Page 40: ...e file is stored on the agent machine in the following locations XP 2K 2K3 platforms C Documents and Settings All Users Application Date Symantec pcAnywhere Vista 2K8 platforms C ProgramData Symantec pcAnywhere See About pcAnywhere reports on page 37 Table 3 3 pcAnywhere events Description Category Status Remote Logged Off Session Session Status Host Ended Session Session Entry bhf file path Devic...

Page 41: ...Preparing for installation System requirements Installing Symantec pcAnywhere Access Server Post installation tasks Importing a license file through the Access Server Manager Uninstalling Symantec pcAnywhere Access Server About managing the Access Server Opening the Access Server Manager Undocking a host Ending an active session Starting and stopping the Access Server Configuring the Access Server...

Page 42: ... or other NAT device The Access Server can discover any pcAnywhere host that is docked to it regardless of network or physical location You can set up host groups to logically arrange the hosts that dock to the Access Server for example by customer organization or department You can connect through the Access Server to any platform that pcAnywhere supports including the Windows Linux and Mac OS X ...

Page 43: ...ion At the end of a session the remote is disconnected The host re docks to the Access Server unless the host is configured to cancel at the end of a session See Docking a pcAnywhere host to the Access Server on page 57 See Connecting to a host through the Access Server on page 58 About Access Server security You must set up a user password for the Access Server when you install the product You ca...

Page 44: ...te session that is running See Ending an active session on page 49 Stop and restart the Access Server See Starting and stopping the Access Server on page 50 Set up passwords to control user and administrator access to the Access Server See Setting a user password for the Access Server on page 54 See Setting a password for the Access Server Manager on page 54 Protect the Access Server from unauthor...

Page 45: ...ntec pcAnywhere Access Server Symantec pcAnywhere Access Server requires a license to run After the installation process is complete you are prompted to import your license file This step is not required However the license file must be imported for the Access Server service to run The Access Server service starts automatically after you install the Access Server and import a valid license file Th...

Page 46: ... if you do not want to place a shortcut on your desktop uncheck Symantec pcAnywhere Access Server This shortcut opens the Access Server Manager which lets you configure the Access Server manage docked hosts and monitor active pcAnywhere sessions 9 Click Install 10 In the Installation Completed panel click Finish If a valid license file is not found on your computer you are prompted to import one S...

Page 47: ...rough the Access Server Manager See Installing Symantec pcAnywhere Access Server on page 45 See About managing the Access Server on page 48 To import a license file through the Access Server Manager 1 Open the Access Server Manager 2 In the pcAnywhere Access Server window on the Help menu click About pcAnywhere Access Server 3 In the Symantec pcAnywhere Access Server window click Import License Th...

Page 48: ...e Access Server Opening the Access Server Manager The Access Server Manager lets you start and stop the Access Server You can also view the status of the docked hosts and active sessions and configure the Access Server The Access Server Manager can be password protected You need to supply the password to open the Access Server Manager See What you can do with the Access Server on page 44 The Acces...

Page 49: ... your license allows you can use this feature to temporarily manage connections You can undock a host that is less critical to allow a more critical host to dock For security purposes you can undock a host that appears to be unauthorized You can then add the IP address to the host blocking list to prevent the host from re docking See About managing the Access Server on page 48 To undock a host 1 I...

Page 50: ...for the changes to take effect See What you can do with the Access Server on page 44 See About managing the Access Server on page 48 To start the Access Server In the Access Server Manager in the left navigation pane under Actions click Start Server This option is available only if the Access Server is not running To stop the Access Server 1 In the Access Server Manager in the left navigation pane...

Page 51: ...ess Server and simplify the management of docked hosts Groups If you change a configuration setting for the Access Server you must stop and restart the Access Server for the changes to take effect To configure the Access Server 1 In the Access Server Manager on the Edit menu click Preferences 2 In the Preferences window select a tab and make the appropriate configuration changes 3 When you are fin...

Page 52: ...d See Configuring the Access Server on page 50 To set the launch options for the Access Server 1 In the Preferences window on the General tab select any of the following The Access Server starts automatically when you start Windows Launch with Windows The Access Server icon is displayed in the Windows system tray Display Access Server icon in taskbar 2 Click Apply Specifying the port numbers for t...

Page 53: ...ers that you want to use 3 If you want to restore the default setting for a port click Reset Default next to the appropriate box 4 Click OK 5 Click Apply Blocking IP addresses from docking The Access Server lets a host dock from any network address If necessary you can specify the subnets or IP addresses that you want to prevent from docking to the Access Server For security purposes you can undoc...

Page 54: ... 50 To set a user password for the Access Server 1 In the Preferences window on the Security tab under Enter password for Access Server connections in the Password box type the password 2 In the Confirm password box type the password again 3 Click Apply Setting a password for the Access Server Manager You can set a password for the Access Server Manager to control access to connection information ...

Page 55: ... was blocked because the maximum number of docked hosts was reached Your license agreement determines the maximum number of docked hosts A remote user failed to supply the correct Access Server password in three attempts The Access Server stopped See Configuring the Access Server on page 50 To log Access Server events to the local computer 1 In the Preferences window on the Security tab under Logg...

Page 56: ... not to require host computers to dock to a group Any hosts that do not specify a group name or password are assigned to the Default group You can set a password for the host group The host user must supply the password to dock to the group The group password does not apply to remote connections Remote users only need to supply the group name to access the docked hosts that are contained in the gr...

Page 57: ...ccess Server the host computer must be running pcAnywhere Solution 12 5 If a host computer is configured to dock to an Access Server it automatically docks when Windows starts See Docking a pcAnywhere host to the Access Server on page 57 Docking a pcAnywhere host to the Access Server When a host is configured to use the Access Server it automatically docks to the Access Server when the host is lau...

Page 58: ...nnecting to a host through the Access Server Before you connect to a host through an Access Server those hosts must be configured to be docked to the Access Server A single host can be configured to dock to the Access Server or a direct TCP IP standard connection You cannot configure a specific host to simultaneously dock to both an Access Server and a TCP IP connection If you want to change this ...

Page 59: ... Connecting to a host through the Access Server on page 58 To manually connect to a host computer 1 In the Symantec Management Console on the Actions menu click Remote Management Remote Control 2 Type the Access Server name or IP address 3 Click Connect 4 In the pcAnywhereAccessServerAuthentication dialog box type the Access Server user password 5 Click OK 6 From the list select the group that you...

Page 60: ...Managing Access Server Manually connecting to a host computer 60 ...

Page 61: ... configuration options platform specific 17 Connecting with RDP 22 VNC 22 connection users states 24 D docked hosts undocking 49 viewing 48 E Edit preferences command queue 33 file handling 33 file transfer 33 session end 33 event logging 55 events information captured 40 F File handling options 33 H host connecting 58 host configuration 57 host docking blocking from specific IP addresses 53 defin...

Page 62: ...puter 20 rename file 31 reports 37 39 pcAnywhere continued restarting host computer 24 screen scaling 24 sending command 24 session recording 24 shared device 24 snapshot 24 29 start a remote control session 20 synchronize resolution setting 26 transfer clipboard content 26 transfer file 31 turn off host computer 24 view file properties 31 writing text on the screen 24 pcAnywhere events 40 pcAnywh...

Page 63: ...emote control session end 34 start 20 remote session playing a recorded 29 recording 28 viewing 29 S scalability 44 security 43 role based 11 Session end options 33 superuser states 24 T TCP IP searches hiding host groups from 56 U uninstalling 48 V VNC and RDP connections 22 W Windows platform 12 63 Index ...