15 Things you should know

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

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BEFORE THE FIRST STEP!
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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

How simple it is? The information is right there..beanywhere. you can find a step-by-step chapter in BeAnywhere User Guide. KNOWING REMOTE COMPUTER SETTINGS How is it done? Just one more tab left.beanywhere.com 17 . 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. Just visit www. choose the System Info Tab. 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. Know More: To find out everything about the System Info feature.. if you like. LET’S DO IT This time around.10. Copyright © 2013 www. Just read it.

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. LET’S DO IT The client takes a part on this process . all that the client needs to do is to check the Enable TCP port forwarding option. Copyright © 2013 www. The new window will show an array of options. In this case.11.beanywhere. Click Apply and it’s done.com 18 . How simple it is? Set it up one time and the connection will be ready every time.a simple task. though.

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

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

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

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

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

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

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

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

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

All rights reserved .2 1990-096 Lisbon Portugal contact@beanywhere.1 Y.BeAnywhere Europe Parque das Nações Alameda dos Oceanos Lot 1. Office 2.07.com +351 210 441 550 ©2013 BeAnywhere.

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