15 Things you should know

New to BeAnywhere? This guide will help you get started.


Before anything else, do the following • Sign up for a trial - www.beanywhere.com • Log in to your account. • Get the Technician Console running. • Ideally you should have another computer on hand, or a virtual session (using VMware, for instance). That way you can play the roles of customer and technician at the same time.

The Fifteen Things you should know
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Adjust it as you please Solving problems remotely Helping an absent client Launching an “inSight” look Controlling the customer ’s Desktop Being Alert Using the Command Prompt Moving Files between computers Auditing Devices Knowing remote computer settings Connecting on LAN Following the script Hear and be heard Dealing with Reports Enjoying good feedback

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Notice: For a complete BeAnywhere User Guide, visit www.beanywhere.com

Copyright © 2013



1. With a simple click you can enable/disable each option.com 3 . like the automatic sign in or the launch of console for everytime Windows is initiated. ADJUST IT AS YOU PLEASE How is it done? Explore all configuration options on the BASE console and the Admin Area. LET’S DO IT Access your console and press the Options link. All options are meant to ease up the BeAnywhere experience.beanywhere. How simple it is? Easy and fast . if you’d like to see a confirmation box before accepting a request or easily change your password anytime you want. Setup if you want to hear a sound warning upon the receipt of a new request.no more than 5 minutes. Copyright © 2013 www.

These are just some of the options available in the web-based Admin Area. check workflows in real time. company name and Logo under Profile. as you want your customers to see it and recall it.beanywhere. you’ll be able to Access your Admin Area. the Startup Wizard will automatically pop up. any IT Manager can supervise his departments and technicians granularly.A little bit to the right. undertake billing procedures.com to get full access to the product and all the related information. monitor client's computers.. you can find a step-by-step chapter in BeAnywhere User Guide. Copyright © 2013 www.com 4 .beanywhere. Through this Back Office. Just visit www. Each tab will let you setup some important features about your account. ● Enable and set up the Initial Form presented to customers after sending a support request.. ● You can set your name. Being the first time there. Know More: To find out everything about the Admin Area. ● Use the Your Web Site tab to paste a script into your own webpage and insert a customizable “Get Support” button within your site. launch support sessions and much more. ● And state your Calling Cards prefix.

This time around. SOLVING PROBLEMS REMOTELY How is it done? Launching a remote support session. How simple it is? As clicking a button… LET’S DO IT A client has many different ways of launching a support request. let’s use the PIN Code.com 5 .startcontrol. the client simply needs to type the code down.2. Provide the code to your customer and direct him to www.com. Press the Start New Session button. Now. On that portal.beanywhere. you’ll see the Pin Code: those six numbers right there. Copyright © 2013 www. under option 1. as seen below.

Know More: To find out everything about all different ways to launch a support request. You’re now inside the BeAnywhere Viewer. Copyright © 2013 www. A warning.beanywhere. check every tab and try all of the options to get yourself familiar with BASE.Just like that. Browse around. the support request is sent. Just visit www. will immediately pop up on the bottom right of your screen.com to get full access to our solution and all the related information.beanywhere.com 6 . ready to solve any technical problems. you can find a step-by-step chapter in BeAnywhere User Guide. Accept it and the connection is established. like the one below.

let’s do it during a support session. Tell him to say “Yes” – it’s completely safe. How simple it is? Just send a request to the customer and wait for him to say “yes”. HELPING AN ABSENT CLIENT How is it done? Installing a BASE Agent on the client’s computer. Today. Copyright © 2013 www. LET’S DO IT Installing a BASE Agent is a process that can be launched in a number of different ways. After this. the client will receive a request. In the Viewer interface. You’ll be prompted to set up a name for this computer. simply press the Computer option and then Add PC to "My Computers" list.com 7 .3.beanywhere.

Only technicians aware of that password will be able to perform unassisted sessions. For an extra layer of security.After accepting and downloading the BASE Agent. Clicking Yes will get him to the next window. the remote machine will.beanywhere. be available on the My Computers tab (in the Console Home Page). the client can establish a password.com 8 . The next image reflects what the client will see in his screen. from that moment on. Copyright © 2013 www.

From now on. The connection will be established and you’ll be able to provide unassisted remote support. Know More: To find out everything about unattended assistance.com 9 .After choosing the BeAnywhere Password option. Just visit www.com www. Check it further. you’ll be directed into the Beanywhere Viewer.com to get full access to our solution and all the related information. the technician simply needs to press the Connect button and enter the password.beanywhere. Once again. you can find a step-by-step chapter in BeAnywhere User Guide. click Apply and that’s it.beanywhere. if you haven’t done it already.beanywhere. Copyright © 2013 www.

like activating/deactivating insight monitoring in any remote computer. delete) scripts. The first option enables the technician to create warnings. press the Permissions tab. The second option gives complete control over inSight Lite features. LET’S DO IT Access the Admin Area. Copyright © 2013 www. run existent scripts and audit machines.beanywhere. edit. On the left side of the interface. choose Technicians (under MANAGEMENT). At the bottom you will see the two options you’re looking for to launch inSight features. How simple it is? A click here and a click there – checking a couple of options it’s all that is necessary. Now at the center.4.com 10 . LAUNCHING AN “INSIGHT” LOOK How is it done? Just head into your Admin Area. delete warnings or manage (add.

Copyright © 2013 www. You can also try to restart the remote computer with autologon.beanywhere. CONTROLLING THE CUSTOMER’S DESKTOP How is it done? Through the BASE Viewer.beanywhere. How simple it is? Select the correct tab and you’re in! LET’S DO IT The Remote Desktop tab is fairly visible at the top of the BeAnywhere Viewer.5. your keystrokes will act like if you were typing on the remote keyboard. you are now in direct control of the customer ’s mouse cursor. Try them out. You can now cruise around the client’s machine as if it was your own local desktop. Click it. Know More: To find out everything about the Remote Desktop feature. At the bottom of this screen. you can find a step-by-step chapter in BeAnywhere User Guide. Just like that. Just visit www.com to get full access to our solution and all the related information. you can take snapshots of the screen or record everything you’re doing.beanywhere. you’ll find an array of additional options.com www.com 11 . For instance.

from CPU/memory/HD occupation to processes running and even online/offline status. use the please select the rule type dropdown box. Now choose any computer.6. of course.beanywhere. BEING ALERT How is it done? It’s getting repetitious: again in the Admin Area. More importantly. Just select the one you want and adjust the settings (including the script to run). choose My Computers (under MANAGEMENT). Just do it again and again – you have a maximum of 10 enabled alerts (and 20 disabled more) – and press the Save button when done. And that’s it. On the left side of the interface. at the middle of the interface. LET’S DO IT Access the Admin Area. How simple it is? Setup the alerts you want and sit back: monitoring is happening. You have a dozen to select. Copyright © 2013 www. Press the Add New button. Then press the Alerts tab. Give the alert the name you want (for later easy reference).com 12 .

com 13 . so BeAnywhere provides you this emulated command line that can be used to speed up the most common tasks. How simple it is? Just by clicking in the correct tab. of course. the BASE Viewer will present you this possibility. LET’S DO IT The System Shell is another one of the tabs presented by the BASE Viewer. There’s no need to share the customer screen to solve every little issue.7.beanywhere. Copyright © 2013 www. USING THE COMMAND PROMPT How is it done? Again. Just type any command on the text box.

This command will let you add another user in the local machine. Don’t forget that. you should be running with administrator privileges.com to get full access to our solution and all the related information. Know More: To find out everything about the System Shell feature. Try all the buttons as well for some General Commands. Just visit www.com 14 . you can find a step-by-step chapter in BeAnywhere User Guide. for instance.beanywhere.Type “tasklist”. Now try this one: NET USER username {password | *} /ADD. If you have done it right. for instance.beanywhere. Copyright © 2013 www. you are now seeing in your Viewer all the processes running on the remote machine. The Powershell. for full throttle use of this powerful option. The username and password are up to you.NET framework. will let you extend the command-line with an associated scripting language and COM/WMI support through the .

How simple it is? Just drag it and drop it. So at the left you’ll see your own files and folders. LET’S DO IT The File Transfer Tab is the one to click now. Just grab whatever you want. Make new folders. You can check the file transfer queue at the bottom. from wherever side you want.com to get full access to our solution and all the related information. and drag it to the other side.beanywhere. Copyright © 2013 www. delete files. Try all the options at the top as well. It’s that simple. Just visit www.beanywhere. At the right you’ll find the remote computer list of files. rename them… Know More: To find out everything about the File Transfer feature. MOVING FILES BETWEEN COMPUTERS How is it done? The BASE Viewer continues to provide all the answers.8. you can find a step-by-step chapter in BeAnywhere User Guide.com 15 .

Hit the Audit button.beanywhere. Copyright © 2013 www. The new window enables you to choose the type of report that should be generated. Done. LET’S DO IT Access the Admin Area. Again the Admin Area. Choose the computer you wish to audit (you can choose multiple computers at once).com 16 . choose Audit Devices from REPORTS.9. You can also choose the email address to where the report will be sent. How simple it is? You know which one to audit? Then click it. AUDITING DEVICES How is it done? Now it’s just becoming redundant. On the left side of the interface.

com 17 . How simple it is? The information is right there. Copyright © 2013 www. KNOWING REMOTE COMPUTER SETTINGS How is it done? Just one more tab left. Just visit www.10. if you like.. LET’S DO IT This time around. choose the System Info Tab.beanywhere.beanywhere. Just read it. Know More: To find out everything about the System Info feature. Click at any option(s) at the left side of the screen and browse around. You can export all of this data to an Excel file. you can find a step-by-step chapter in BeAnywhere User Guide. This option let’s you know virtually everything about the remote computer data..com to get full access to our solution and all the related information.

LET’S DO IT The client takes a part on this process .beanywhere. though. Copyright © 2013 www. The new window will show an array of options.com 18 .a simple task. all that the client needs to do is to check the Enable TCP port forwarding option. CONNECTING ON LAN How is it done? Through the Forward Port option. He just needs to open his BeAnywhere Configuration Window (on the system tray) and then click on Settings.11. Click Apply and it’s done. In this case. How simple it is? Set it up one time and the connection will be ready every time.

b) Remote Host – The DNS or IP address where the remote service is.0. In the new window.beanywhere. If the service is on the machine hosting the BeAnywhere sessions.1”.0. you can find a step-by-step chapter in BeAnywhere User Guide. Know More: To find out everything about the Port Forwarding feature. press Port forward. please use “localhost” or “127.beanywhere. you’ll see three mandatory parameters: a) Local Port – Refers to the local port number on which BeAnywhere console will listen for incoming TCP connections that will then be forwarded to the remote network.com 19 .com to get full access to our solution and all the related information. Just visit www.As a technician. begin a support session and then click on the Advanced option at the bottom. BASE needs both the remote host and the remote port values in order to know where to route the local traffic. And there it is. Copyright © 2013 www. make sure the Enabled box is checked and click OK. Then. c) Remote Port – This is the port where the remote service is listening for connections. After the setup.

FOLLOWING THE SCRIPT How is it done? Yes.beanywhere. Click in Add Group to select a new group of computers.com 20 . On the left side of the interface.12. How simple it is? One first setup and things will roll automatically from there on. Copyright © 2013 www. under MANAGEMENT. you guessed it: Admin Area. Then press Add Script. choose Scripts. LET’S DO IT Access the Admin Area. Click the Repository tab.

Now choose the name and enter a description for the script. through the Explicit Script option (paste the necessary string of commands into Script Body.com 21 . at Script Content.beanywhere. press Add File. Further down you’ll find the Required Files area. you can decide if the script text can be directly inserted into BASE. or if it’s available at an external URL. the MD5 hash (optional). Click Save and the script is ready to go! Copyright © 2013 www. selecting afterwards de type of script being used). Press Add Script to save the information. Now specify the filename. selecting External Script (set the URL and choose the script type). the origin URL and the destination folder. Then.

Press the Start VoIP Call option.beanywhere.13. LET’S DO IT On the Viewer. the connection is established. Copyright © 2013 www. it will always be there on the bottom. during a support session. HEAR AND BE HEARD How is it done? Answer a client’s support request. How simple it is? Easier than making a call from your cell phone.com 22 . press the Session button – regardless the tab you’re in. And there it is. You can adjust the Audio Settings as you please and end the call by pressing the obvious End Call button.

How simple it is? Just like sending an email. choose Session History. Just choose one and double-click it. under REPORTS. Now.com 23 . At the center you will see a list of all the remote sessions provided.14.beanywhere. Copyright © 2013 www. LET’S DO IT Head to your Admin Area. DEALING WITH REPORTS How is it done? Through the Admin Area.

simply press the Email Report button. Copyright © 2013 www. This final screen will let you choose what to include in the report. the video recording (if any) or maybe the remote computer information. Try out the other tabs as well: the chat log. Know More: To find out everything about BeAnywhere Reports. and then click Send. Just visit www. just for the sake of it. you can find a step-by-step chapter in BeAnywhere User Guide.beanywhere.beanywhere.com 24 . Check or uncheck anything you like. When you’re done.com to get full access to our solution and all the related information.In this new screen you can setup the name and email to whom the report will be sent.

Copyright © 2013 www. you obviously won’t have any survey ready to send. Being your first time though. the Send Survey option is always available under the Advanced option. How simple it is? Just write your questions down and wait for the responses. ENJOYING GOOD FEEDBACK How is it done? Send a survey to customers. Click it.com 25 . LET’S DO IT During a remote session. You’ll see a list of surveys from which to choose from.15.beanywhere.

The first screen will let you decide some simple settings. Cruise around the options and then hit the Next button at the bottom. Click it. Hit the New question button.Let’s create one. Now you’ll be able to start composing the actual questions. under MANAGEMENT. You’ll see the big Create New button on the center of the screen.com 26 .beanywhere. Copyright © 2013 www. Now. Head to your Admin Area. then. press the Surveys option.

com to get full access to our solution and all the related information.beanywhere. And that’s it. then you obviously will need to set those choices as well.com 27 . Know More: To find out everything about BeAnywhere Surveys. If you decide to use the List of Choices option. When you’re done. Just visit www. and keep clicking Add. Try it. as many as you like. Press the Add Option button. so that those questions get included in the survey.beanywhere.Simply write down your question on the text box and decide what type of answer the customer will be able to provide. don’t forget to click the Active checkbox. Copyright © 2013 www. you can find a step-by-step chapter in BeAnywhere User Guide. the survey is ready to go. Now add your options.

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