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

Symantec Technical Support maintains support centers globally. Technical

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

■General product information (features, language availability, local dealers)

■Latest information about product updates and upgrades

■Information about upgrade assurance and maintenance contracts

■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

Maintenance agreement resources

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

Symantec and its trusted partners. Symantec Consulting Services offer a variety

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

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

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