Symantec PC ANYWHERE SOLUTION V 12.5 SP2 User manual
Symantec pcAnywhere
Solution™User Guide
Version 12.5
Symantec pcAnywhere Solution™User Guide
The software described in this book is furnished under a license agreement and may be used
only in accordance with the terms of the agreement.
Documentation version 12.5
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Technical Support
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Support’s primary role is to respond to specific queries about product features
and functionality. The Technical Support group also creates content for our online
Knowledge Base. The Technical Support group works collaboratively with the
other functional areas within Symantec to answer your questions in a timely
fashion. For example, the Technical Support group works with Product Engineering
and Symantec Security Response to provide alerting services and virus definition
updates.
Symantec’s maintenance offerings include the following:
■A range of support options that give you the flexibility to select the right
amount of service for any size organization
■Telephone and Web-based support that 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 Support
Customers with a current maintenance agreement may access Technical Support
information at the following URL:
www.symantec.com/techsupp/
Before contacting Technical Support, make sure you have satisfied the system
requirements that are listed in your product documentation. Also, you should be
at the computer on which the problem occurred, in case it is necessary to replicate
the problem.
When you contact Technical Support, please have the following information
available:
■Product release level
■Hardware information
■Available memory, disk space, and NIC information
■Operating system
■Version and patch level
■Network topology
■Router, gateway, and IP address information
■Problem description:
■Error messages and log files
■Troubleshooting that was performed before contacting Symantec
■Recent software configuration changes and network changes
Licensing and registration
If your Symantec product requires registration or a license key, access our technical
support Web page at the following URL:
www.symantec.com/techsupp/
Customer service
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
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■Information about the Symantec Buying Programs
■Advice about Symantec's technical support options
■Nontechnical presales questions
■Issues that are related to CD-ROMs or manuals
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If you want to contact Symantec regarding an existing maintenance agreement,
please contact the maintenance agreement administration team for your region
as follows:
[email protected]Asia-Pacific and Japan
[email protected]Europe, Middle-East, and Africa
[email protected]North America and Latin America
Additional enterprise services
Symantec offers a comprehensive set of services that allow you to maximize your
investment in Symantec products and to develop your knowledge, expertise, and
global insight, which enable you to manage your business risks proactively.
Enterprise services that are available include the following:
These solutions provide early warning of cyber attacks, comprehensive threat
analysis, and 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
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of prepackaged and customizable options that include assessment, design,
implementation, monitoring, and management capabilities. Each is focused on
establishing and maintaining the integrity and availability of your IT resources.
Consulting Services
Educational Services provide a full array of technical training, security
education, security certification, and awareness communication programs.
Educational Services
To access more information about Enterprise services, please visit our Web site
at the following URL:
www.symantec.com
Select your country or language from the site index.
Technical Support ............................................................................................... 4
Chapter 1 Introducing pcA Solution .................................................... 9
About pcAnywhere Solution ............................................................ 9
How pcAnywhere Solution works .................................................... 10
Role-based security ...................................................................... 11
Platform differences ..................................................................... 12
Chapter 2 Establishing remote connections .................................... 15
Running a remote control session ................................................... 16
Installing the pcAnywhere plug-in on managed computers .................. 17
Setting platform-specific configuration options ................................. 17
Starting a remote 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 Queue or File Transfer
mode ................................................................................... 33
Ending a remote control session ..................................................... 34
Chapter 3 Generating reports .............................................................. 37
About pcAnywhere reports ............................................................ 37
Report actions ............................................................................. 38
Viewing reports ........................................................................... 39
Contents
Changing report parameters .......................................................... 39
pcAnywhere events ...................................................................... 40
Chapter 4 Managing Access Server .................................................... 41
About Symantec pcAnywhere Access Server ..................................... 42
How the Access Server works ......................................................... 42
About Access Server security ......................................................... 43
About Access Server scalability ...................................................... 44
What you can do with the Access Server ........................................... 44
Preparing for installation .............................................................. 44
System requirements .................................................................... 45
Installing Symantec pcAnywhere Access Server ................................ 45
Post-installation tasks .................................................................. 46
Importing a license file through the Access Server Manager ................ 47
Uninstalling Symantec pcAnywhere Access Server ............................. 47
About managing 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 Server ................................... 54
Setting a password for the Access Server Manager ............................. 54
Logging Access Server events ......................................................... 55
Setting up host groups .................................................................. 56
About hosts docked to the Access Server .......................................... 57
Docking a pcAnywhere host to the Access Server ............................... 57
Connecting to a host through the Access Server ................................. 58
Manually connecting to a host computer .......................................... 59
Index .................................................................................................................... 61
Contents8
Introducing pcA Solution
This chapter includes the following topics:
■About pcAnywhere Solution
■How pcAnywhere Solution works
■Role-based security
■Platform differences
About pcAnywhere Solution
Symantec pcAnywhere Solution provides secure, remote access to computers and
servers. This remote access lets you quickly resolve help desk and server support
issues or stay productive while you work away from your office. You can use your
desktop computer or laptop 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 providers and
administrators troubleshoot and quickly resolve computer
problems. You can remotely perform diagnostics, check and
modify settings, and deploy and install software.
See “Running a remote control session”on page 16.
Manage computers
remotely
1
Chapter
pcAnywhere Solution lets administrators connect to servers
across their organizations to perform routine maintenance.
It also helps administrators deploy and install software
patches and upgrades, assess performance, and troubleshoot
network problems.
See “Starting a remote control session”on page 20.
Support and maintain
servers
pcAnywhere Solution lets you connect to your home computer
or office computer to quickly get the files that you need. You
can perform automatic file transfers from one computer to
another or exchange multimedia and other files that are too
large to send by email.
See “File transfer options”on page 31.
Transfer files between
computers
pcAnywhere Solution lets you remotely connect to another
computer. You can then work as though you are sitting in
front of that computer. You can view and edit files, run
software, print files to a printer at your location or at the
host’s location, or give demonstrations.
See “Remote control options”on page 24.
Work from a remote
location
How pcAnywhere Solution works
Symantec pcAnywhere 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 computer is called the host computer because it hosts the connection.
The administrator’s computer is called the remote computer or the console. This
terminology comes from mainframe computing, where a remote user usually
connected to a server or a mainframe computer. In pcAnywhere, the in-session
frame is called the viewer.
In most cases, a remote user initiates the connection. They provide the information
that is needed to connect to the host computer. The remote user can also select
options to increase security or optimize performance. To make a connection, the
host computer must be set up to wait for incoming pcAnywhere Solution
connections.
pcAnywhere Solution includes the pcAnywhere Web parts for configuration,
Notification Server reports, the pcAnywhere Manager interface, and the
Introducing pcA Solution
How pcAnywhere Solution works
10
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