RemotePass Knowledge Base

RemotePass Professional userguide

Kris Hermans — Tue, 22 May 2007 14:56:00 GMT

Abstract:

Read or download the complete RemotePass Professional userguide at http://www.remotepass.com/docs/pro/userguide.pdf

Troubleshooting a RemotePass Access connection

Kris Hermans — Tue, 24 Oct 2006 13:41:00 GMT

Abstract:

Troubleshooting a RemotePass Access connection:

Step 1: Make sure you started a new support session and RemotePass Access is waiting for the remote user to connect.
Step 2: Verify that the user has Internet connectivity
Step 3: Have the remote user download and run the RemotePass Access Client again.
Step 4: Make sure the remote user has disabled any software firewalls that might be blocking outbound connections. Some examples of these include MacAfee security, Norton Security and Zone Alarm.
Step 5: Check to see if you or your remote user is behind a proxy server. It is possible that you may not connect through certain proxy server configurations.

If these steps fail to make a connection, contact RemotePass support!

Why is a session slower when the remote user has no rights to install software on his pc?

Kris Hermans — Fri, 20 Oct 2006 13:57:00 GMT

Abstract:

Symptoms: When the remote user is logged on as a guest on the remote computer or has no "power user" or "administrative privileges" on the remote computer, the session is slower (less perfomant) and the RemotePass Access client consumes more CPU power on the remote computer.

Cause: RemotePass Access uses the latest Mirror Driver Technology. This technology requires a system driver to be installed in the background before a session starts and requires the privilege to install software of the local user that is logged on to the remote computer. If the remote user hasn't got this privilege than the RemotePass Access client is unable to install the Mirror driver. The RemotePass Access client will than skip the Mirror Driver installation and fall back on default technology that is based on bitmap comparison. This "older" technology is less performant but enables RemotePass to also remote support users that have no privileges on a remote pc.

Resolution: When you once remote control a computer while the remote user has the right to install software, the Mirror driver is installed and will not be removed as it is a Windows system driver. Afterwards, when you remote control the computer again while the remote user has no software installation privileges, the Mirror driver is already installed and the session will be as fast as it is when remote supporting a remote user that has got administrative rights.

Workaround: If you have a large employee or customer base that has no software installation privileges on their own computers, RemotePass provides an unattended Mirror Driver installation setup which allows you to install/distribute the Mirro

Snowscreen when remote controlling a MS Windows 95/98/ME client computer.

Kris Hermans — Wed, 18 Oct 2006 17:27:00 GMT

Abstract:

Symptoms: You see a snow screen (like watching a TV without antenna or cable conection) when you take remote control of a Windows 95, Windows 98 or Windows ME computer.

Cause: This behaviour is sometimes caused by old videodrivers that are not correctly developped by the worldwide RFC standards and requirements. RemotePass reads the video output of the remote computer following the worldwide RFC standards on video (VGA) output as every 3th party manufacturer should.

Resolution: Update the firmware or driver version of the video adapter in the affected client computer.

Generating a new support session is slow

Kris Hermans — Wed, 18 Oct 2006 13:28:00 GMT

Abstract:

PROBLEM: When I start a new support session, I have to wait very long (more than 10 seconds) for the next form (the "How would you like to send the setup instructions?" form) to appear.

CAUSE: "Automatically detect settings" is enabled in the "LAN settings" of Microsoft Internet explorer while the proxy settings are not configured. See the screenshot below that displays the configuration which may cause this problem.

SOLUTION: In the application menu of Microsoft Internet Explorer, click on "Tools" and than on "Internet options". Than click on the "connections" tab and than click on "LAN settings". Disable the option "Automatically detect settings" and the problem should be solved.

My RemotePass sessions are very slow (bad performance)

Kris Hermans — Wed, 18 Oct 2006 13:28:00 GMT

Abstract:

Testing within your local network has usually bad results when you have a slow internet connection.

Many internet providers also give absolute priority to downloads and low priotity to uploads. This means that when you're downloading, uploads can be blocked.

Since you need both downloads and uploads working together, this can cause connection problems when you do this within your local network. All data goes through a gateway, whether the remote computer is within your local network or at the other side of the world. Controlling a remote computer outside of your local network will have much better results, unless you have a good internet connection.

INFO - Bad connection to gateway or incorrect connection settings

Kris Hermans — Mon, 09 Oct 2006 17:51:00 GMT

Abstract: PROBLEM: You get the errormessage "Bad connection to gateway or incorrect connection settings" (see screenshot below) when starting a new support session.

CAUSE: RemotePass Access is unable to connect to the RemotePass Gateway on the internet.

SOLUTION: Make sure that your computer is connected to the internet.

To verify if you are correctly connected to the internet and are able to connect securely to the RemotePass gateway, enter https://customer.remotepass.com in any webbrowser.

If this works and you still get the same errormessage, your will have to configure "manual proxy settings". To configure manual proxy settings, click on "connection settings" on the initial application window or in the menu, click on Settings - Configure connection settings. Than select "Manual Proxy settings" and enter your proxy name and port to connect to the internet. If you do not know your Proxy name and port, contact your system administrator or Internet Service Provider.

WARNING - Illegal password

Kris Hermans — Mon, 09 Oct 2006 17:22:00 GMT

Abstract:

PROBLEM: You get the errormessage "Illegal password" (see screenshot below) when starting a new support session.

CAUSE: The password you entered is not correct and was rejected by the RemotePass gateway.

SOLUTION: You must enter a valid username and password in order to start a new support session. To configure your username and password, click on "connection settings" on the initial application window or in the menu, click on Settings - Configure connection settings.

If you forgot your password, you can reset it here: https://secure.remotepass.com/reset.aspx

WARNING - User Name not found

Kris Hermans — Mon, 09 Oct 2006 17:17:00 GMT

Abstract:

PROBLEM: You get the errormessage "User Name not found" (see screenshot below) when starting a new support session.

CAUSE: The gateway did not find your username in the RemotePass database.

If you forgot your password, you can reset it here: https://secure.remotepass.com/reset.aspx

Customer support

Kris Hermans — Mon, 09 Oct 2006 13:04:00 GMT

Abstract:

Every RemotePass customer (trial-users included) can submit a new support request by logging in to the customer management system at https://customer.remotepass.com

After logging in, click the support tab and than "Submit ticket". After submitting a new support ticket, a RemotePass support representative will analyze your support request and contact you as soon as possible (average response rate = 2 hours).

You can also follow-up the complete history and status of your support tickets in the customer management system and an email is sent to your registered email address after every update on any of your support tickets.

RemotePass Access interactive demo

Kris Hermans — Mon, 09 Oct 2006 13:03:00 GMT

Abstract:

Watch the RemotePass Access interactive demo at http://www.remotepass.com/demo.html

This demo interactively shows you:

1) How to start a remote support session on both sides.

2) How RemotePass works during an active session.

3) How the RemotePass advanced security system works.

RemotePass professional interactive demo

Kris Hermans — Fri, 29 Sep 2006 15:14:00 GMT

Abstract:

Watch the RemotePass Pro interactive demo at http://www.remotepass.com/demo.html

This demo interactively shows you:

1) How to start a remote support session on both sides.

2) How RemotePass works during an active session.

3) How the RemotePass advanced security system works.

Remote support best practices

Kris Hermans — Fri, 29 Sep 2006 15:05:00 GMT

Abstract:

Read the best practice guide for remote support: http://www.remotepass.com/docs/Remote%20Support%20-%20best%20practices%20and%20benefits.pdf

Take remote support to the next level

Kris Hermans — Fri, 29 Sep 2006 15:04:00 GMT

Abstract: Learn how to take remote support to the next level: http://www.remotepass.com/docs/Take%20remote%20support%20to%20the%20next%20level.pdf

Advanced security infrastructure

Kris Hermans — Fri, 29 Sep 2006 15:01:00 GMT

Abstract:

Read all about the RemotePass security infrastucture: http://www.remotepass.com/docs/RemotePass%20-%20Security.pdf

RemotePass Access data sheet

Kris Hermans — Fri, 29 Sep 2006 14:53:00 GMT

Abstract: Read the RemotePass Access data sheet: http://www.remotepass.com/docs/RemotePass%20Access%20-%20datasheet.pdf

RemotePass Access product sheet

Kris Hermans — Fri, 29 Sep 2006 14:52:00 GMT

Abstract:

Read the RemotePass Access Product sheet: http://www.remotepass.com/docs/RemotePass%20Access%20-%20product%20sheet.pdf

RemotePass Access userguide

Kris Hermans — Fri, 29 Sep 2006 11:38:00 GMT

Abstract:

The installation procedure of RemotePass Access is described in the RemotePass Access userguide: http://www.remotepass.com/docs/RemotePass%20Access%20-%20%20userguide.pdf