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NetSupport Manager
Overview
Networks continue to evolve, growing in capability and complexity. A diverse range of platforms, protocols and
physical assets provides PC Management and Remote Control Software solutions,with the continuous challenge of
being able to offer support to a variety of configurations and to ensure that critical IT infrastructure is
available when needed most.
Historically, Remote Control and PC Management software focused on removing the need for support staff to
physically visit a remote users PC to resolve technical issues. Consequently, users recieve a quicker response,
resulting in less down time of critical applications.
However, organisations require multi-tasking solutions that offer effective economies of scale, where an "out
of the box" application can be relied upon to perform a whole range of functions, which traditionally, were
handled by multiple software vendors.
Emphasis is now placed not just on providing more efficient technical support but also in simplifying management
tasks and in offering secure remote and mobile working possibilities.
NetSupport Manager combines powerful PC remote control with advanced desktop management functionality leading
to one of the fastest levels of ROI available on the market today, specifically in improving user productivity,
customer satisfaction and organisational flexibility.
Available fully localised in English, French, German, Spanish, Italian, Brazilian Portuguese, Japanese and
Arabic, NetSupport Manager is consistently voted "best of breed" by the leading IT publications.
Features
NSM 9 features an 'Enhanced UI'
Widespread revisions have been introduced to all icons and user interfaces, ensuring a modern look and feel
together with simplifying the process of navigating through the product.
Remote Control
Watch, Share or Control the screen, keyboard and mouse of a workstation irrespective of colour resolution, network
protocol or operating system. Use the Audio functions on multimedia capable PCs' to talk to your users over the
network, dial-up or Internet link.
Internet Gateway
Delivering seamless Remote Control between PCs that may be located behind different firewalls. The NetSupport
Gateway provides a stable and secure method for NetSupport enabled systems to locate and communicate via http.
The Gateway component needs to be installed on a PC allocated with a static IP and accessible to both Control &
Client PCs. The Gateway connectivity is provided using HTTP and requires that the Control & Client workstations be
configured to use new HTTP transport. By default the NetSupport Gateway will listen for Controls and Clients on
the NetSupport registered Port 3085.
The Gateway Licensing Control will work by the Gateway using the same Licence Key to the Control & Client
workstations. The Gateway will only allow clients to connect while the number of Clients is less than or equal to
the number of Clients in the licence file.
Hardware & Software Inventory
Obtain a real-time view of the hardware and software installed on the target workstation at the click of a button,
without ever needing to leave the NetSupport Control program to gather this information.
In addition, v9.0 collects over 50 items of information, specifically about the hardware or environment of the
Client PC, where you can obtain details of applications in memory, installed hot-fixes, processes running and
installed services.
As well as real-time reporting, NetSupport Manager also provides the tools, security permitting, to allow you to
remotely stop and start services, end applications and more.
Monitoring
Use NetSupports Scan function to monitor exactly what is happening on your networked workstations and servers and
to see what you users' are doing. Cycle through one or multiple workstations' displaying their screens on your
control console.
Monitor Mode
The new Monitor Mode feature allows a Control to display a "Thumbnail" view of all connected Client workstations
simultaneously.
File Transfer
Transfer and manipulate files between workstations using advanced "drag & drop" technology. Synchronise directories
on two workstations or edit files and attributes directly.
v9.0 now utilizes intelligent "Delta File Transfer" to reduce data transfer times when overwriting files that
already exist. NetSupport now checks blocks of data and only transfers changed data within the file being
transferred. This feature is turned on by default and applies to all file types. The performance benefits are
most noticeable on a slow link.
Furthermore, File Transfer now opens to the last used directory on the Control machine.
File Distribution
Distribute files and data from a central NetSupport workstation to multiple Client workstations simultaneously and
with a minimum of keystrokes and effort. Using this feature, you are able to Distribute files to:
- All connected Clients
- Selected Clients
- A pre-defined Group of Clients
Desktop Integration with Explorer
When a NetSupport Manager v9.0 control is installed onto a PC, Manager now integrates directly with explorer,
allowing you to launch key functionality direct from your system without needing to first start NetSupport.
A typical example would be within Network places, where on viewing a list of PCs on the network, by selecting the
PC icon and using right mouse click, NetSupport Remote Control, Chat and Inventory options are available to launch.
Enhanced Platform Support
NetSupport Manager offers comprehensive multi-platform support for Windows, Linux, Pocket PC and MAC systems,
providing complete compatibility to match today's business environment.
As standard, Linux (SuSE, Red Hat / Enterprise, Mandrake and Fedora distributions) and Pocket PC are supported
ensuring, when combined with the existing Windows and MAC compatibility for all commercial platforms is available
at no extra charge.
Active X Web Browser Support
Watch, Share or Control the screen, keyboard and mouse of a workstation irrespective of colour resolution, network
protocol or operating system. Use the Audio functions on multimedia capable PCs' to talk to your users over the
network, dial-up or Internet link.
Show Function
Use the powerful Show function to conduct computer-based training without the need for overhead projectors, video
splitters or any additional hardware.
In addition, the new Broadcast Show feature greatly improves Show performance when the central control workstation
needs to demonstrate to multiple users.
Remote Deployment
Remote Deployment: The NSD utility (NetSupport Deploy) provides Network Administrators with the facility to install
and configure NetSupport Manager on multiple workstations from a central site without the need to visit the
machines individually.
With NSD, you can:
- Remotely Install a NetSupport package on multiple workstations simultaneously.
- Create and download specific Client Configurations to multiple workstations.
- Remotely update NetSupport License details on multiple workstations.
- Remotely Uninstall a NetSupport package from multiple workstations simultaneously.
With v9.0, the Client version (if installed) is displayed within the list. This works by making a pseudo connection
to the Client and reading the response to determine the version. any installed version before v7 of NSM is reported
as "Pre v7.00" in the list.
Furthermore an additional configuration option has been added allowing the user to only deploy NSM to workstations
that have an older version or no version at all. The Client version is also checked, displayed and logged during
the deploy process.
(NB. NetSupport Deploy is currently only supported on Windows XP, 2000 and NT workstations.)
Comprehensive Security
Full and comprehensive security is built into all modules. Everything from simple password protection through to
integration with NT Security and AES encryption up to 256 bit.
Record and Replay remote sessions for audit purposes. You can even profile individual Control users and Client
workstations to have different security levels and capabilities.
Within v9.0, the Client can "force" the Control to use encryption at a preset level. Once set the Client then
notifies the Control which encryption it needs. The Control will then set its encryption, for that connection
only, to be at least as secure as the Client is requesting.
Scripting & Scheduling
NetSupport includes a powerful Scripting Language and Scheduler that allows you to automate the tasks you would
normally perform repetitively in the NetSupport Control and run them at a time when most convenient to you.
Scripting contains a wealth of Desktop Management functions such as the ability to interrogate Clients and
retrieve information such as free disk space; what operating system they are running ...
You can even use NetSupport Scripting to distribute applications by using a combination of File Transfer, Remotely
Execute Applications and edit the Registry.
In simple terms, anything you can do manually with NetSupport Manager, you can do automatically with NetSupport
Scripting.
Power Management
If your workstation hardware and software supports it (Wake on Lan NIC cards), you can use NetSupport to Power
Up / Power Down your workstations over the LAN. Ideal if needing to copy data to a machine that is turned off.
Highlights
Chat
Conduct a two way chat session between selected multiple users in either text or full audio mode.
Should the Chat member not respond, you can send an audible beep to each workstation by selecting "Send Beep".
Use the "Invite" function to add Clients when the Chat session is in progress and send a copy of the
Chat progress by using the Send discussion history option.
The contents of a Chat session can be stored for future reference.
Whiteboard
To both aid training and the effectiveness of support, a Whiteboard feature is now available from within a
chat / multi-chat session.
Similar to Annotate, the Control is able to use a range of screen highlighting tools to visually support their
text chat with invited users.
Launch Applications
NetSupport Manager includes the Launch Application feature that allows you to remotely start applications on a
remote PC, start installer routines and much more.
This feature combined with File Distribution (see Features page), provides a quick and effective means of
providing remote updates.
Message
Send a NetSupport text message to one or more chosen PC's, or even broadcast to all PCs on the network. Ideal for
alerting your users of an impending server shutdown or similar.
MSN & Dual Channel Support
Options have been added within v9.0 to both the Control & Client Configurator programs to support the use of MSN
(Multiple Subscriber Numbers). This option is only applicable when using the NetSupport Dialup communications over
ISDN/CAPI. The option has been provided so that users that have different telephone numbers attached to ISDN
channels can specify which channel is to be used when dialing out from the Control or receiving calls on the
Client / Bridge workstation.
Enhanced Connected Message
With v9.0, the optional Client Customisable text messages displayed while connected or viewed automatically moves
out of the way when you mouse over the message area so as not to obscure the View Window.
Centralised Management
Manage and support users, client configurations and security profiles from a central console.
Remote Communications
Dial-Up, ISDN, CAPI / TAPI and Internet support is included as standard and at no extra cost.
Help Requests
Enable your NetSupport users to send a message to your helpdesk that they need assistance. The Helpdesk can then
instantly connect to and work with that user.
Remote Command Prompt
By launching the Command Prompt Window, a Control can remotely execute command line instructions at a connected Client.
Applications
Help Request
Use the Remote Control features to provide instant and cost effective support to end-users. Reduce the cost of
support whilst at the same time improving productivity and the speed of problem resolution.
System Automation
Use NetSupports powerful but easy to use Scripting language to automate regular tasks such as file uploads and
downloads. Take advantage of the Scheduler to run these tasks at a time convenient to you such as overnight or
when network traffic is low.
Desktop Management
Use a combination of NetSupport Manager features to provide effective Desktop Management. Everything from
installing new files and programs to retrieving information on free disk space and installed software.
Mobile Computing
Use the Remote Communications modules to enable staff to work from home with full access to all the functionality
of their office workstations and systems. Alternatively use the built in Active X control to provide the ultimate
in Internet connectivity.
Training
Use the sophisticated Show functions to set up your own networked based training room. You can even conduct
computer training sessions over the Internet for Distance Learning projects.
Commercial Rationale
Improve the effectiveness of your Helpdesk by providing instant and cost effective support to your end users.
Reduce the TCO and cost of providing support with faster problem resolution whilst simultaneously improving the
quality of support offered.
Maximise the efficiency of any home workers by providing them with full access to office workstations and systems
whilst away from their desks.
Achieve unbeatable ROI through greater organizational flexibility, improved productivity and increased user
satisfaction.
Reduce down-time of critical systems and applications.
Gain economies of scale by using a single box solution to perform a range of tasks traditionally handled by
multiple software vendors.
Use the powerful Scripting and Scheduling functionality to improve system automation allowing for regular tasks
such as file uploads to be run at a more convenient time, perhaps through the night when network traffic is low.
Increase the quality of training by utilizing the sophisticated Show and Multimedia functions. Conduct computer
training sessions over the Internet for Distance Learning projects.
System Requirements
Specific Highlights
Wide range of connection options including the ability to:
Dynamically find and list all PCs on the network.
Connect by PC name.
Connect by Network address.
Connect via a database of known PCs.
Connect entire groups of PCs in one step.
Comprehensive Security Features
Password protection at Client and Control PCs.
User acknowledgement required at PCs.
Connection Audit trail.
Disable file transfer, or specific files and directories.
Limit functionality depending on which PC is connecting.
Dialback to different numbers according to password.
Restrict connections to named PCs.
Customiseable Control and Client PC profiles.
Utilise existing NT profiles.
Client PC Initialises Connection.
AES encryption up to 256bits.
Easy to Install and Configure
Automatic setup and maintenance of PCs.
Configuration utility for Windows.
User definable Modem configuration.
Built in Modem diagnostics.
Protocol Transparent Control, use IPX/SPX, NetBIOS/NetBEUI and TCP/IP simultaneously.
Components Supplied
The 'Control' is the PC that views/takes over a PC.
The 'Client' is the PC that is viewed or taken over.
The 'Remote' is the module that provides Dial-out access from a Networked or Standalone PC.
The 'Bridge' is the module that provides Dial-in access to a LAN/WAN or Standalone PC.
'Script Editor' for creating custom scripts to automate your NetSupport tasks.
'Script Scheduler' for scheduling when your scripts are run.
NetSupport 'Deploy' Module, Remote Install and Update of NSM
Synchronized Multimedia Player for WAV, MOV, AVI, MPG, etc. files
System Requirements
IBM compatible 486 or higher with 4Mb RAM
10Mb free disk space
NetSupport Manager supports:
DOS, Win 95/8, Win NT , Win ME, Win 2000, Win XP and Win 2003
IPX/SPX, NetBIOS or TCP/IP (under Windows Sockets)
LINUX REQUIREMENTS:
The NetSupport Manager 9 Linux client supports at the time of release, SuSE, Red Hat / Enterprise, Mandrake and
Fedora distributions.
MAC REQUIREMENTS:
NetSupport Manager client compatible with MAC OSX
POCKET PC:
Operating System: Pocket PC 2003 or above
ActiveSync / WiFi wireless LAN capabilities
Device RAM: 32Mb
Storage: 5Mb free space required
Other Benefits
Seamless Remote Client Hardware & Software Inventory.
Remote Power Management.
Supports all video resolutions up to 16 .7 million colours.
Captures and Redirects Print output.
Blank a PC Screen during Remote Control.
Cut and Paste between applications on PCs.
Launch Remote Applications on Multiple PC's.
Remote Reboot (and login for NT).
SOS Help request from all Client PCs.
16 and 32 bit software included.
Multi-tasking, Transfer files and Remote Control at the same time.
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