Post on 21-Apr-2022
Remote Control
Table of Contents:
◊ DesktopControl◊ Configure◊ NotificationPolicy◊ Files/Processes◊ MessagewithUsers◊ vPro
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Release Notes
Kaseya 6.2.0.0
• Remote Control SSH -Remote Control > SSH pagerunsanSSHsessiontoconnecttoLinuxandMacmachines.ThisfeatureissimilartoRemote Control > FTP. Someofthescreenshotsinthismodulemaynotincludethisfeature.
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Systemadministratorsfrequentlyneedtodirectlyworkonthecomputerstheymanagetoperformavarietyofservicessuchastroubleshooting,installingsoftwaresystems,downloadingfiles,andsoon.Thisneedsdirectworkoncomputersthatareotherwiseutilizedbytheirusers.However,directaccesstocomputersmustbeperformedwithoutnegativelyimpactingtheproductivityofusers.InadditionnotallsuchcomputersarelocatedinthesamelocationmakingitevenmoredifficultfortheITpersonneltoreachtoeachcomputerpromptly.Clearly, as thenumberof computers increases, thisextremely inefficientprocessofon-sitemaintenancebecomesprohibitivelyexpensive,bothintermsofrequiredmanpowerandlossofproductivityastheusersusuallyremainidlewhilethemaintenanceworkisbeingperformed.Whatisneededisawaytofacilitatearemoteaccesstocomputerthatisquick,secureandnon-intrusive. Kaseya’sRemoteControlmoduleprovidesthisneededfacilitybyallowingyoutoviewandoperatemanagedmachinesasiftheywererightinfrontofyousimplybyclickingitsmachineID.TheRemoteControlmoduleenablesyouto:
• Automaticallyconnecttheusertotheremotecomputerindependentofanygatewayorfirewallcon-figurations,evenforcomputersbehindNAT.
• Remotecontrolevenwithoutanagentusingvideostreaming.
• Workindependentlyorwiththeusertosolveproblemsinteractivelywherebothpartiescanseewhatishappeninginrealtime(i.e.,remotescreensharing).
• Setpoliciesthatallowuserstoblockremotecontrolorrequireuserstoaskpermissionbeforeac-cessingamachine.
• FTPtoanymanagedmachineandaccessfilesevenbehindNATgatewaysandfirewalls.
• Directchatwithanymanagedmachine,which issuitable forsupportingdial-upuserswithonlyasinglephoneline.Remotecontrolandchatcanbeperformedatthesametime.
• Powerup,powerdown,bootuporrebootvPro-enabledmachines.
• UseLive Connecttoperformtasksandfunctionssolelyforonemanagedmachine.LiveConnectisanintegralpartoftheKaseyaITAutomationFrameworkthatallowsashortcutmethodtoperformmanyofthecoreITmaintenanceactivitiesincluding:deployment,configuration,execution,update,logging,reporting,monitoringandremediation.ThesefunctionsarepartofthecoretasksthatanITprofessionalperformsonadailybasis.ThedetailsofLiveConnectisdescribedinsection4.5.3.
Kaseya’sRemoteControlmoduleislightweightandformsitsown,completelysecureTCPconnectionwiththeserver,withouttheneedforaddressmanagement,implementationofportmappingschemesateachsiteortheestablishmentofcumbersomeVPNs.
4.1.1 Control Machine
TheControl Machinepageestablishesaremotecontrolsessionbetweentheuser’slocalmachineandaselectedmachineID.Theremotecontrolsessioncanbeestablishedbyoneof thefollowing third party remote control packages:
Introduction
4.1 Desktop Control
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• WinVNC-Thisopensource,freelyavailable,remotecontrolpackagecomesbundledwiththeVSA.WinVNCisthedefaultpackageusedonallmanagedmachines.TheVSAautomaticallyinstallsWin-VNCserversonselectedmachinesthefirsttimeyouremotecontrolthatmachine.
• K-VNC -TheenterpriseversionofVNC.This remote control option is available for Vista, Windows 7, and Windows Server 2008.ItcanalsobeusedonWindows2000,XP,2003,andMacintoshOSX10.4.x(Tiger)and10.3.x(Panther). TheVSAautomaticallyinstallstheK-VNCserveronselectedma-chinesthefirsttimeyouremotelycontrolthatmachine.
• RAdmin-RAdminisacommerciallyavailableremotecontrolpackageofferingbothhighspeedandfiletransfercapability.UseRAdminwherebandwidthlimitationsexistoryouneedremotefiletransfertothemachine.TheVSAautomaticallyinstallstheRAdminserveronselectedmachinesthefirsttimeyouremotecontrolthatmachine.TheRAdminpackagebundledwiththeVSAexpiresafter30days.Licensescanbeobtainedfromwww.radmin.com.
• pcAnywhere-pcAnywhereisawidelyusedremotecontrolpackageavailablefromSymantec.TheVSAsupportspcAnywherebutdoesnotautomaticallyinstallit.YoumustpurchasepcAnywheresepa-ratelyandinstallitontheworkstationbeforeyoucanusethisoption.CombiningtheVSAwithexistinginstallationsofpcAnywhereallowsyoutoremotecontrolmachinesbehindgatewayswithoutmappingportsoropeningfirewalls.
• RDP -MicrosoftRDPisonlyavailablewithWindowsNT,2000,XP,Vista,Windows7,2003or2008.TheVSAdoesnotautomatically installRDPbutdoesallowyoutoremotecontrolmachinesbehindgatewayswithoutmappingportsoropeningfirewalls.XP,VistaandWindows7comepre-installedwithTerminalServiceaccessforasingleuser.
WinVNC, K-VNC and RAdmin, are all based on VNC technology. VirtualNetworkComputing(VNC),alsocalledremotecontrolorremotedesktop,isagraphicaldesktopsharingsystemwhichusestheRemoteFramebuffer(RFB)protocoltoremotelycontrolanothercomputer.Ittransmitsthekeyboardandmouseeventsfromonecomputertoanother,relayingthegraphicalscreenupdatesbackintheotherdirection,overanetwork.ItisincludedwiththeKServerprimarilytoprovideimmediatetechnicalsupport.VNCisplatform-independent.AVNCvieweronanyoperatingsystemcanusuallyconnecttoaVNCserveronanyotheroperatingsystem.TheVNCserveristheprogramontheremotemachinethatsharesitsscreen.TheVNCclient(orviewer)isthe program on the localmachine thatwatches and interactswith the remotemachine.TheVNC clientmachinerequiresuseraccessrightstotheVNCservermachine.SinceKaseyaVNCsessionsarerelayedthroughtheKServer,allVNCsessionsareprotectedbytheKaseya256bitrollingencryptionprotocol.ThenewK2(Kaseya2)supportspeer-to-peerVNCsessions,removingtherelaytoKServer,whichresultsinmuchfasterremotesessionsandeliminatingtheunnecessaryloadontheKServerandyournetworkconnectiontointernet,incasebothVNCclientandservermachinesarebehindthesamefirewall.
VNC client and server components are normally installed automatically when a remote control session is initiated. IfWinVNC,K-VNCorRAdminarenot installedonamachineandaremotecontrolsessionisinitiatedusingRemote Control > Control Machinethenthesepackagesareautomaticallyinstalledwithoutrequiringareboot.Whilethisautomaticinstallationisquick(usuallyunderoneminute).Thisdelaycanbeeliminatedduring first timeusebypre-installingWinVNC,K-VNC,or RAdminonanymanagedmachineusingRemote Control > Preinstall RC.
ActiveX ControlAnActiveXcontrolautomaticallyconfiguresandrunstheremotecontrolorFTPpackageforyou.ThefirsttimeyouuseanyremotecontrolorFTPpackageonanewmachine,yourbrowsermayaskifitisOKtodownloadandinstallthisActiveXcontrol.ClickYeswhenasked.IftheActiveXcontrolisblockedbythebrowserfromrunning,theuserispresentedwithalinktomanuallydownloadandruntheremotecontrolpackagemanually.
Helper Applications
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InsettinguparemotecontrolorFTPsession,gatewayandportblockingproblemsareeliminatedbyalwaysinitiatingoutboundconnections fromboth the targetmachineand theusermachine.Helperapplications,uniquetoeachsupportedremotecontrolorFTPpackage,automaticallydeterminetheoptimalroutingpathbetweentheVSAusermachineandtheremotemachine.IfadirectconnectionisnotpossiblethenthehelperapplicationsroutetheremotecontroltrafficthroughtheKServeronthesameportusedbyagentstocheck-in(default5721).
Remote Control Malfunctions
Reasonsforremotecontrolfailurefortargetmachineswithandwithoutanagentare:
1. Theremotemachineisblockingoutboundtrafficontheagentcheck-inport(default5721).Thefire-wallmayneedtobereconfigured.
2. Theremotemachineisonaslowconnection.Lettheapplicationsrunlongerthanthetimeoutperiodandseeifthatworks.
3. Anti-virussoftwareontheremotemachinemayblocktheconnection.ThisproblemiseliminatedifKaseyaEndpointSecurityprotectionisinstalledontheremotemachine.
4. WrongprimaryKServeraddress-RemotecontrolcanonlyconnectthroughtheprimaryKServeraddress.Machineswithanagentcanconnectthrougheithertheprimaryorsecondaryaddress.VerifytheremotemachinecanseetheprimaryKServeraddressusingAgent > Check-in Control.
5. XPsupportsonlyoneRDP/TerminalServicesessiononthetargetmachineandlogsoffotherusers.Startingaremote logonsession fromasecondmachine logsoff the first remote logonsession.TheVSAusestheportrelaytogetthroughfirewallsandgateways.ToWindowsXP,itappearsasiftheRDPsessionisconnectingfromthelocalhost.
6. ThepcAnywhereviewerisconnectingtoyourlocalmachine,nottheremotemachine.TheKServerrelayistellingtheviewertoconnecttolocalhost. IfyouhaveapcAnywherehostrunningonthemachineyouareviewingfrom,thentheviewerconnectstoitandnottheVSArelay.RightclickthepcAnywhereiconinthesystemtrayandselectCancel Host.
7. pcAnywherepresentsanerrordialogsayingcannotfindcallhostfile:C:\Document and Settings\All Users\Application Data\Symantec\pcAnywhere\Network.CHF.ThereisnoNetworkremotecontrolitemconfiguredinpcAnywhere.
ThefigurebelowshowsthegenericviewoftheControlMachinepage(Fig.4.1).Thefunctionsavailablearelistedbelow.
Fig. 4.1: Control
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1. Machine.Group ID: ThelistofMachine.GroupIDsdisplayedisbasedontheMachineID/GroupIDfilterandthemachinegroupstheuserisauthorizedtoview.OnlymachineIDswithaororiconcanbeconnectedtotargetmachinesandhavelivelinks;allotherswillbeinactive.ClickingtheKServ-KServ-erlinkstartsaremotecontrolsessiontotheKServeritself.UsethisfeaturetoremotelymanageyourownKServer.OnlymasterroleuserscanremotecontroltheKServer.
2. Current User: Theusercurrentlyloggedontothemanagedmachine.
3. Active Admin: TheVSAusercurrentlyworkingonthismachineIDviaaremotecontrolsession.
4. Enable verbose relay: RemotecontrolorFTPofmachinesbehind firewallsandNATgatewaysmayberelayedthroughtheVSAserverusingahelperapplication.Checkingthisboxdisplaysapopupwindowwithstatusinformationaboutthenormallyhiddenhelperapplication.
4.1.2 Video Streaming
TheVideo Streaming (Fig.4.2)pageallowsyoutoestablisharemotecontrolsessionbetweentheVSAuser›slocalmachineandamachinewithoutanagent.Itcanbeusedtohelpsomeonequicklyonaninfrequentbasis.
ForVideoStreaming,thefollowingconditionsapply:
• TheremoteusermustlogintoaURLaftertheuserhasstartedthevideostreamingsession.
• Theremoteusermusthaveadministratorprivilegesonthelocalmachine.
• EachVSAusercanonlyinitiateasinglevideostreamingsessionatatime.
Note: Use Remote Control > Control Machine to remote control a target machine that has an agent.
IfWinVNC,K-VNC orRAdmin arenot installed on amachine anda remote control session is initiatedusing Video Streaming, then these packages are automatically installed. Installation does not require areboot.WheneithersideterminatestheVideo Streamingsession,theremoteserveronthetargetmachineuninstallsautomatically,removingallremotecontrolfilesandregistryadditions.
ThegenericviewoftheVideostreamingpageisshowninFig.4.2below.Theoperationsthataresupportedinthispagearelistedandexplainedbelow.
Fig. 4.2: Video Streaming
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1. Start:TheStartbuttonallowsyoutoinitiateavideostreamingsessionwiththeremoteuser.Providetheremoteuserthefollowinglink:“http://<yourKServerURL>/gethelp.asp”(e.g., http://kaseya2.cs.fiu.edu/gethelp.asp)andrequestthemtoclickyourusernametobeginthevideostreamingsession.Oncetheremoteuserchoosesyourname,thevideostreamingsessioncanbegininavncorRAdminwindowthatisautomaticallypoppedonyourscreen.
2. Enable verbose relay: RemotecontrolorFTPofmachinesthatarebehindfirewallsandNATgate-waysmayberelayedthroughtheVSAserverusingahelperapplication.Checkingthisboxdisplaysapopupwindowwithstatusinformationaboutthenormallyhiddenhelperapplication.
3. Select remote control package to use: ThedefaultremotecontrolserviceusesWinVNC.SeeRe-mote Control > Select Typeforadescriptionofthedifferenttypesofremotecontrolpackages.
• WinVNC
• K-VNC
• RAdmin
4. Specify the default HTML message seen by users when no administrator is waiting to help: Thisisthemessagedisplayedtotheremoteuserswhentherearenoadministratorsavailableforas-sistance.Thisisdisplayedwhentheremoteuserclicksthehttp://<yourKServerURL>/gethelp.aspwebpage.Aftermakingchangestothismessage,clicktheApplybuttontosaveit.ClickDefaulttoresetthemessagebacktoitsdefaultsetting.
4.1.3 Reset Password
TheReset Passwordpage(Fig.4.3)changesthepasswordforauserand,ifnecessary,createsanewuseraccountonamanagedmachine.Itcanalsochangedomainuseraccountsondomainnamecontrollers.Iftheusernamedoesnotalreadyexist,checkingtheCreate new accountcheckboxcreatesanewaccountwiththespecifiedpassword.ResetPasswordreturnsanerrorifyouattempttoresetthepasswordforausernamethatisnotalreadycreatedonthemanagedmachineorifyoucreateapasswordthatisalreadybeingusedbyauseraccount.Blankpasswordsarenotpermitted.
Resetting the User PasswordResetPasswordcanbeusedtoresettheuserpasswordforalocalaccountononeofthemanagedcomputersoradomainaccountasneeded.Auserpasswordcanonlybechangedbygoingtothemachinewheretheaccountresides,inotherwords, alocalaccountcanbechangedonlyonitsrespectivelocalmachineandadomainaccountcanbechangedonlyonitsrespectivedomaincontroller.
Amongotherreasons,thechangemightbeneededbecause:
• Youruserpasswordiscompromised.
• Someoneleavesyourorganizationwhoknewtheuserpassword.
• Itistimetochangetheuserpasswordaspartofagoodsecuritypolicy.
Fig.4.3belowshowstheResetpasswordpage.Thefunctionssupportedbythismodulearelistedonthenextpage.
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1. Apply: ClickApply toapplypasswordanduseraccountparameterstoselectedmachineIDs.
2. Cancel: ClickCancel toclearpendingpasswordchangesanduseraccountcreationsonselectedmachineIDs.
3. Username: Entertheusernameonthemanagedmachine.
4. Create new account: Checkthisboxtocreateanewuseraccountonthemanagedmachine.
5. As Administrator: Checkthisboxtocreatethenewuseraccountwithadministratorprivileges.
6. Password / Confirm: Enteranewpassword.
7. Machine.Group ID: ThelistofMachine.GroupIDsdisplayedisbasedontheMachineID/GroupIDfilterandthemachinegroupstheuserisauthorizedtoview.
8. Status: Thestatusofpendingpasswordchangesanduseraccountcreations.
4.2.1 Select Type
TheSelect Type pagespecifieswhich remote control package isusedbyRemote Control > Control Machinetoremotecontrolamanagedmachine.Youcanassigndifferentpackagestodifferentmachines.EachmachineIDdisplaystheiconoftheremotecontrolpackageitiscurrentlyassignedtouse.
AssignRemoteControlPackagestoMachineIDs
1. Selectthetypeofpackagetousefromthedrop-downlist.(SeeFig.4.4)
2. ChecktheboxtotheleftofmachineIDsyouwanttousethisremotecontrolpackage.
3. ClicktheSelectbutton.
Fig. 4.3: Reset Password
4.2Configure
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EnsurethelistofMachine.GroupIDsdisplayedisbasedontheMachineID/GroupIDfilterandthemachinegroupstheuserisauthorizedtoview.
4.2.2 Set Parameters
TheSet Parameterspagesetsthedefaultparametersforyourremotecontrolsession.Thesesettingsarerememberedonaper VSA user basis.Changestakeeffectimmediatelyandarereusedeverytimeyoustartremotecontrol.
Fig.4.5belowshowsthegenericviewoftheSetParameterspage.Theoptionssupportedonthispagearelistedandexplainedbelow.
Fig. 4.4: Assign Remote Control
Packages
Fig. 4.5: Set Parameters
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1. WinVNC and K-VNC Options
• View Only Mode-Youcanviewtheremotemachine.Nomouseorkeyboardeventsaresenttotheremotemachine.
• Hide WinVNC system tray icon on the remote machine-CheckthisboxtohidetheWinVNCiconontheremotemachine.
• Restrict to 64 colors-Thedisplayissetto64colors.Thisisusefulforslowerconnections.
• Full Screen mode-Theentiredisplayofyourlocalmachineisusedtodisplaythescreencontentsoftheremotemachine.Exitbydisplayingtheremotecontrolmenu(defaultF8)andunselectFull screen.
2. RAdmin Options
• Full Control-Youcanviewand/orcontrolthescreenkeyboardandmouseoftheremotemachine.
• View Only-Youcanviewtheremotemachine.Nomouseorkeyboardeventsaresenttotheremotemachine.
• File Transfer-Startafiletransfer(FTP)sessionwiththeremotemachine.Thismodepresentsyouwithtwostandardfilebrowsers,onefortheremotemachineandoneforyourlocalmachine.Draganddropfilesbetweenthetwomachinesinthismode.
• Full Screen View Mode-Theentiredisplayofyourlocalmachineisusedtodisplaythescreencon-tentsoftheremotemachine.ThisoptionisonlyavailableforFullControlorViewOnlysessions.
• Encrypt Data Stream -Checking thisboxencryptsall trafficbetweenyour localmachineand theremotemachine.
• Updates/sec-SetsthemaximumnumberofupdatespersecondRAdmingenerates.HigherupdateratesconsumemoreCPUcyclesontheremotemachine.
• Color Format-Specifiesthenumberofcolorsusedforremotecontrol.Largecolorformatsusemorebandwidth.
3. RDP Options
• Console mode-Remotecontroltheconsolesessionoftheremotemachine.
• Full Screen mode-Useyourfullscreentoremotecontroltheremotemachine.
• Fixed Screen size-Setafixedwidthandheightforyourremotecontrolsession.
• Share Disk Drives-Connectyourdiskdrivestotheremotemachine.
• Only share the following disks-Enterthespecificdriveletterstoshare,orleaveblanktosharealldisks.
• Share Printers-Connectyourprinterstotheremotemachine.
• Disable Desktop Wallpaper-Turnoffwallpaperontheremotemachineforfasterprocessing.
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4.2.3 Preinstall RC
ThePreinstall RCpage(Fig.4.6) installsWinVNC,K-VNCorRAdminonselectedmachineIDswithoutinitiating a remote control session. Select the type of package to remote control a managed machineusingRemote Control > Select Type.WhenaninstallispendingonanymachineID,thispageautomaticallyrefreshesevery5secondsuntiltheinstallationprocesscompletes.
Note: Preinstall RC does not install pcAnywhere or RDP.
1. Install: ClickInstalltoinstallWinVNC,K-VNCorRAdminonselectedmachineIDs.
2. Cancel: ClickCancel toclearpendinginstallproceduresforselectedmachineIDs.
3. Last Status: PendingindicatestheinstallwillrunthenexttimethatmachinechecksintotheKServ-er.Otherwise,thiscolumndisplayswhentheremotecontrolpackagewasinstalledonthemachineID.
Steps to install a remote control package PreInstall RC
1. SelectthetypeofpackagetoremotecontrolamanagedmachineusingRemote Control > Select Type andclickSelect.
2. SelectthemachineIDofyourchoiceonPreInstallRCpage.
3. ClickInstall.
4.2.4 Uninstall RC
TheUninstall RCpage(Fig.4.7)uninstallsWinVNC,K-VNCorRAdminonselectedmachineIDs.MultipletypesofremotecontrolpackagesmaybeinstalledonasinglemachineID.SelectthetypeofpackagetouninstallfromamanagedmachineusingRemote Control > Select Type.WhenanuninstallispendingonanymachineID,thispageautomaticallyrefreshesevery5secondsuntiltheprocedurecompletes.
IfanexistinginstallationofWinVNCorRAdminhasproblemsthentheVSAmaynotbeabletoestablisharemotecontrolsession.IfremotecontrolfailsthenrunningUninstall RConthatmachineIDcleansoutanyexistinginstallationproblem.AfreshcopyoftheremotecontrolpackageisinstalledthenexttimearemotecontrolsessionisstartedorusingRemote Control > Preinstall RC.
Fig. 4.6: PreInstall RC
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Note: Uninstalling an agent does not remove the installed Remote Control package. Before you delete the agent, use Remote Control > Uninstall RC to uninstall remote control on the managed machine. Uninstall all add-on module clients as well.
Automatic UninstallationUninstallRCisnotrequiredforVideoStreaming.WheneithersideterminatestheVideoStreamingsession,theremoteserveronthetargetmachineuninstallsautomatically,removingallremotecontrolfilesandregistryadditions.
ThegenericviewoftheUninstallRCpageisshowninFig.4.7below.Thefunctionssupportedonthispagearelistedandexplainedbelow.
1. Uninstall: ClickUninstalltouninstallWinVNC,K-VNCorRAdminonselectedmachineIDs.
2. Cancel: ClickCancel toclearpendinguninstallproceduresforselectedmachineIDs.
3. Last Status: Pending indicates theuninstallwill run thenext timethatmachinechecks into theVSA.Otherwise,thiscolumndisplayswhentheremotecontrolpackagewasuninstalledonthemachineID.
4.3.1 User Role Policy
TheUser Role Policypage(Fig.4.8)allowsyoutospecifyhowremoteusersshouldbenotifiedthataremotecontrolsessiontotheirmachineisabouttobegin.PoliciesareappliedbySystem > User Security > User Roles.
Fig. 4.7: Uninstall RC
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4.3NotificationPolicy
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1. Select User Notification Type
• Silently take control -Thisoptionallowsyoutotakecontrolofthemachinewithoutinformingtheuser.Controlcanbetakenimmediatelyandsilently.
• If user logged in display alert–Thisoptionallowsyoutodisplayanalertbeforetakingcontrolofthemachine.Thealerttextcanbeeditedinthetextboxbelowthisoption.
• If user logged in ask permission–Thisoptionallowsyoutoasktheuserifitisalrighttobeginare-motecontrolsession.TheAsk Permission textcanbeeditedinthetextboxbelowthisoption.RemotecontrolcannotproceeduntiltheuserclickstheYes button.Ifnothingisclickedafteroneminute,NoisassumedandtheVSAremovesthedialogboxfromthetargetmachine.Ifnouserisloggedin,proceedwiththeremotecontrolsession.
• Require Permission. Denied if no one logged in–Thisoptionallowsyoutoasktheuserifitisalrighttobeginaremotecontrolsession.TheAsk Permission textcanbeeditedinthetextboxbelowthisoption.Remotecontrolcannotproceeduntil theuserclickstheYesbutton. Ifnothing isclickedafteroneminute,NoisassumedandtheVSAremovesthedialogboxfromthetargetmachine.Theremotecontrolsessioniscancelled.Thisoptionisthesameasabove,butiftheuserisnotloggedin,thepermissionfortheremotecontrolsessionisdenied.
2. Apply: ClickApply toapplypolicyparameterstoselectedmachineIDs.
3. Notify user when session terminates: Checkthisboxtonotifytheuserwhenthesessiontermi-nates.
4. Session Termination Message: Displaysonly if theNotify user when session terminates boxischecked.Modifythedefaultmessageifnecessary.The<admin> variableistheonlyvariablethatcanbeusedinthismessage.
5. Notification Alert Text / Ask Permission Text: ThistextboxisdisplayedonlyiftheSelect User No-tification Type isnotSilently take control.Modifythedefaultmessageifnecessary.The<admin> vari-
Fig. 4.8: User Role Policy
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ableistheonlyvariablethatcanbeusedinthismessage.
6. Remove: ClickRemove toclearpolicyparametersfromselectedmachineIDs.
7. Require admin note to start remote control: ClickthisboxtorequireVSAuserstoenteranotebeforestartingtheremotecontrolsession.Thenoteisincludedintheremotecontrollogandisnotdis-playedtothemachineuser.
8. Role Name: Thiscolumndisplaysthelistofuserrolesthatareavailable.
9. Policy: Thiscolumndisplaystheremotecontrolpolicyappliedtoauserrole.
10. Message: Thetextmessagesappliedtoauserroleisdisplayedinthiscolumn.
Clickingthedeleteiconnexttoauserrolewillclearthepolicyandclickingarow’sediticontopopulateheaderparameterswithvaluesfromthatrow.Youcaneditthesevaluesintheheaderandre-applythem.
4.3.2 Machine Policy
TheMachine Policypage(Fig.4.9)allowsyoutospecifyremoteusersshouldbenotifiedthataremotecontrolsessiontotheirmachineisabouttobegin.Thispolicyisappliedtomachine IDs.
Fig4.9showstheMachinePolicypageandallthefunctionsthatthismoduleprovides.
1. Select User Notification Type
• Silently take control -Donottelltheuseranything.Takecontrolimmediatelyandsilently.
• If user logged in display alert -Displaynotificationalerttext.Thealerttextcanbeeditedinthetextboxbelowthisoption.
• If user logged in ask permission -Asktheuserifitisalrighttobeginaremotecontrolsession.Theaskpermissiontextcanbeeditedinthetextboxbelowthisoption.RemotecontrolcannotproceeduntiltheuserclickstheYesbutton.Ifnothingisclickedafteroneminute,NoisassumedandtheVSAremovesthedialogboxfromthetargetmachine.Ifnouserisloggedin,proceedwiththeremotecontrolsession.
• Require Permission. Denied if no one logged in -Asktheuserifitisalrighttobeginaremotecontrolsession.Theaskpermissiontextcanbeeditedinthetextboxbelowthisoption.Remotecontrolcan-notproceeduntiltheuserclicksthe Yes button.Ifnothingisclickedafteroneminute,Noisassumed
Fig. 4.9: Machine Policy
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andtheVSAremovesthedialogboxfromthetargetmachine.Theremotecontrolsessioniscancelled.
2. Apply: ClickApplytoapplypolicyparameterstoselectedmachineIDs.
3. Notify user when session terminates: Checkthisboxtonotifytheuserwhenthesessiontermi-nates.
4. Session Termination Message: DisplaysonlyiftheNotify user when session terminatesboxischecked.Modifythedefaultmessageifnecessary.The<admin> variableistheonlyvariablethatcanbeusedinthismessage.
5. Notification Alert Text / Ask Permission Text: Displays only if theSelect User Notification TypeisnotSilently take control.Modifythedefaultmessageifnecessary.The<admin> variableistheonlyvariablethatcanbeusedinthismessage.
6. Remove: ClickRemove toclearpolicyparametersfromselectedmachineIDs.
7. Require admin note to start remote control: ClickthisboxtorequireVSAuserstoenteranotebeforestartingtheremotecontrolsession.Thenoteisincludedintheremotecontrollogandisnotdis-playedtothemachineuser.
8. Machine.Group ID: ThelistofMachine.GroupIDsdisplayedisbasedontheMachineID/GroupIDfilterandthemachinegroupstheuserisauthorizedtoview.
9. Policy: TheremotecontrolpolicyappliedtoamachineID.
10. Message: ThetextmessagesappliedtoamachineID.
Delete Icon: ClickthedeleteiconnexttoamachineIDtoclearthepolicy.
Edit Icon: Clickarow’sediticontopopulateheaderparameterswithvaluesfromthatrow.Youcaneditthesevaluesintheheaderandre-applythem.
4.4.1 FTP
FileTransferProtocol(FTP) isacommonlyusedprotocolforexchangingfilesoveranynetworkthatsupportstheTCP/IPprotocol.TheFTPserver istheprogramon thetargetmachinethat listensonthenetworkforconnectionrequestsfromothercomputers.TheFTPclientistheprogramontheVSAuser’slocalmachinethatinitiatesaconnectiontotheserver.TheFTPclientmachinerequiresuseraccessrightstotheFTPservermachine.ItisincludedwiththeKServerprimarilytoprovideimmediatetechnicalsupport.Onceconnected,theclientcanuploadfilestotheserver,downloadfilesfromtheserver,renameordeletefilesontheserverandsoon.AnysoftwarecompanyorindividualprogrammerisabletocreateFTPserverorclientsoftwarebecausetheprotocolisanopenstandard.VirtuallyeverycomputerplatformsupportstheFTPprotocol.SinceKaseyaFTPsessionsarerelayedthroughtheKServer,allFTPsessionsareprotectedbytheKaseya256bitrollingencryptionprotocol.
TheFTPpageestablishesanFTPsessionbetweentheuser’slocalmachineandaselectedmachineID.OncetheFTPsessionisinitiated,anewbrowserwindowpopsupdisplayingthecontentsofafixeddiskonthemanagedmachine.Justdraganddropfilesasyounormallywould.
FTP Malfunctions
4.4 Files / Processes
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SomereasonsforFTPfailurewithmanagedmachinesare:
1. Theusermachineisblockingoutboundtrafficontheagentcheck-inport(default5721).Thefirewallmayneedtobereconfigured.
2. Thetargetmachineisonaslowconnection.Lettheapplicationsrunlongerthanthetimeoutperiodandseeifthatworks.
3. Anti-virussoftwareonthetargetmachinemayblocktheconnection.ThisproblemiseliminatedifKESSecurityprotectionisinstalledonthetargetmachine.
4. WrongprimaryKServeraddress-RemotecontrolcanonlyconnectthroughtheprimaryKServeraddress.Machineswithanagentcanconnectthrougheithertheprimaryorsecondaryaddress.VerifytheremotemachinecanseetheprimaryKServeraddressusingAgent >Check-in Control.
5. You accessed theKServer from a different address.The helper application gets connection in-formationfromacookieonthelocalmachine.Toaccessthisinformation,thehelperpassestheURLof theKServer toWindows.Sayyoudownloaded thehelperapplication fromwww.yourKServer.net.ThenyouopenanewbrowserandaccesstheKServerbytypinginitsIPaddress192.168.1.34.TheKServerdropsacookiefor192.168.13.34whilethehelpertriestogetacookiecorrespondingtowww.youKServer.net.Thehelperwon’tfindthecookie.Ifthishappenstoyou,justdownloadanewhelperapplicationandtryagain.
Initiating FTPFTPsessioncanbeinitiatedbyclickingthenameoftheremotemachine.Fig.4.10showsthescreenshotof the FTP page. Select themachine ID that youwant to establish an FTP sessionwith. Icons next tothemanagedmachine ID indicate thecurrentconnectionstatus for thatmachine.Onlymachine IDswithanororiconcanbeconnectedtotargetmachinesandhavelivelinks;allotherswillbeinactive.
1. Machine.Group ID: ThelistofMachine.GroupIDsdisplayedisbasedontheMachineID/GroupIDfilterandthemachinegroupstheuserisauthorizedtoview.
2. FTP the KServer: ClickingtheFTP the KServerlinkstartsanFTPsessionwiththeKServeritself.Thisoptionisdisplayedonlyformasterroleusers.
3. Enable verbose relay: RemotecontrolorFTPofmachinesbehind firewallsandNATgatewaysmayberelayedthroughtheVSAserverusingahelperapplication.Checkingthisboxdisplaysapopupwindowwithstatusinformationaboutthenormallyhiddenhelperapplication.
Enable / Disable the Machine User’s Ability to Initiate FTP Remotely: Userscanenable /disable themachineuser’sabilityto initiateFTPremotelytotheirownmachinefromanothermachineusingAgent >
Fig. 4.10: Initiating an FTP
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Portal AccessandSystem >Machine Roles.
AfterselectingthemachineID,weneedtospecifythedriveletterforwhichtheFTPsessionwillbeestablished.Fig.4.11showsthescreenshotofthepagethatappearsafterselectingthemachineID.Youcaneitherselecttheremotefixeddriveoption(driveC)orspecifyanotherdriveletterfortheFTPsession.
Note: Remote Control > SSH page runs an SSH session to connect to Linux and Mac machines. This is a new feature on Kaseya and some of the screenshots may not include the new feature.
4.4.2 Task Manager
TheTask Manager page (Fig. 4.12) performs the same function asMicrosoft’sWindows NT/2000 taskmanager, except that it lists all currently activeprocessesonallmanagedmachines.Clicking the linkofamachineIDtaskstheagentonthemanagedmachinetocollect10secondsofprocessdataatthenextcheck-in.Task ManagerdisplaystheresultsintabularformanditsupportsallWindowsoperatingsystems,Windows95andup.
Kperfmon.exekperfmon.exe isasmallprogramrunbytheagenttocollecttaskdataonthetargetmachine.Itonlyrunswhilecollectingtaskdata.OnsomeOSconfigurationskperfmon.exe maytakeabout4%oftheCPUduringthe10secondsrequiredtocollectdata.zmcEnable / Disable the Machine User’s Ability to Access Task Manager RemotelyUserscanenable/disablethemachineuser’saccesstoTaskManagerontheirownmachineremotelyfromanothermachineusingAgent > Portal Access andSystem > Machine Roles.
To view the tasks runningona particularmachine ID, select themachine ID.The tasks runningon thatmachineIDwillappearonthescreenasshownintheFig.4.12.Toendaprocess,selecttheprocessnamebyclickingonthecheckboxnexttoitandclickonEnd Process.
Fig. 4.11: Select the
drive letter to establish an FTP session
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Fig. 4.12: Task Manager
1. Name: Thenameoftheprocessactivelyrunningonthemanagedmachine.
2. CPU: ThepercentofCPUtimeconsumedbythatprocessoverthe10seconddatacollectioninter-val.
3. Mem Usage: Theamountofmainmemoryusedbyeachactiveprocess.
4. Threads: Thenumberofactivethreadsassociatedwitheachactiveprocess.
5. End Process: Youcankillanyactiveprocessonthemanagedmachinebyselectingtheradiobut-tontotheleftoftheprocessnameandthenclickingtheEnd Processbutton.Inadditiontokillingtheactiveprocess,itre-collectsthetaskdataagain.
4.5.1 Chat
TheChat pageinitiatesorcontinueschatsessionswithloggedonusersonmanagedmachines.Multiplechatsessionscanbeinitiatedatthesametime.EachwindowtitledisplaysthemachineIDnameforthatsession.Thesystemautomaticallyremovesallmessagesolderthanonehour.
ToinitiateachatsessionclickthemachineIDofthemachineyouwishtostartchattingwith.Achatsessionwindowopensonyourmachineandachatwindowopensinabrowserontheremotemachine.Entertextinthetextpane.ClicktheSendbuttonasshowintheFig.4.13tosendthemessage.
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To Respond to a Chat SessionIfachatpopupwindowdisplayswhileyouareloggedontotheKServer,respondbyenteringtextinthetextpane.ClicktheSendbuttontosendthemessage.
Join Session linkMultipleVSAusersmayparticipate in thesamechatsessionwithamachineuser. Ifachatsession is inprogress, theJoin Session linkdisplaysnext to thatmachine ID.Click this link to join thesession. If the session was abnormally shut down,clickthislinktorestartthechatsessionandrecoverallmessagesforthesession.
Chatting with Other VSA UsersThenamesoflogged onVSAuserswhobelongtotheorganizationsandgroupIDscurrentlydisplayedbythemachineID.groupIDfilterdisplayontheChatpageaswell.ClickthelinkofanotherloggedonVSAusertoinitiateachatwiththatVSAuser.
Enable / Disable the Machine User’s Ability to Initiate Chat with VSA UsersUserscanenable/disablethemachineuser’sabilitytoinitiateachatsessionwithVSAusersusing Agent >Portal AccessandSystem > Machine Roles.
Ensuring Chat Opens a New WindowThedefaultsettingforInternet ExplorerreusesopenbrowserwindowswhenanytaskopensanewURL.ThissamebehavioroccurswhenyouclickalinkinanemailorWorddocument(thealreadyopenbrowserwindowisredirectedtothenewURL).TosetInternetExplorer’sdefaultbehaviortoopennewURLsinanewwindowperformthefollowingsteps:
• SelectInternet OptionsfromtheToolsmenuofanyInternet Explorerwindow.
• ClickontheAdvancedtab.
• UnchecktheboxlabeledReuse windows for launching shortcutsintheBrowsingsection.
• ClickOK.
My Machine Makes a ‘Clicking’ Noise Every Time the Chat Window RefreshesManyWindowsthemesconfigurethesystemtoplayasoundeverytimeInternetExplorernavigatestoanewURL.Oneofthese,start.wav,soundslikeaclick.Toturnoffthesoundperformthefollowingsteps:
Fig. 4.13: Initiate a chat
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• OpentheControl PanelandselectSounds and Multimedia.
• ClickontheSounds tab.
• ScrolldownandselectStart NavigationintheWindows Explorersection.
• Select(None)fromthedrop-downcontrollabeledName.
• ClickOK.
TheotheroptionsthatareprovidedbytheChatmoduleareshowninFig.4.14below:
1. Machine.Group ID: ThelistofMachine.GroupIDsdisplayedisbasedontheMachineID/GroupIDfilterandthemachinegroupstheuserisauthorizedtoview.
2. Play tone with each new message: Checkthisboxtocauseatonetosoundeverytimeanewmessageissentorreceivedbyachatwindow.
3. Automatically close chat window when either party ends chat: Checkthisboxtoclosethechatwindowwheneitherpartyendsthechat.Leaveblank,ifyouwanteachpartytobeabletoviewandcopytextfromthechatwindow,eveniftheotherpartyendsthechat.
4. Remove your name from chat list seen by other administrators: CheckthisboxtoremoveyournamefromthechatlistseenbyotherVSAusers.
5. Remove your name from chat list seen by users: Checkthisboxtoremoveyournamefromthechatlistseenbymachineusers.
4.5.2 Send Message
TheSend Messagepage(Fig.4.15)sendsnetworkmessagestoselectedmachineIDs.Messagescanbesentimmediatelyatthenextmanagedmachinecheck-in,orcanbescheduledtobesentatafuturedateandtime.
Themessageeitherdisplaysimmediatelyonthemanagedmachineortheagenticoninthesystemtrayofthemanagedmachineflashesbetweenawhitebackgroundanditsnormalbackgroundwhenamessageiswaitingtoberead.Whenthemachineuserclick’stheflashingiconthemessagedisplays.
MachineuserscanalsobenotifiedbyaconventionalWindowsdialogboxorthroughabrowserwindow.Ifabrowserwindowisused,enteraURLinsteadofatextmessage.Thisfeaturecanbehandy,forexample,toautomaticallytakeuserstoawebpagedisplayinganupdatedcontactsheetorotherrelevantinformation.
Fig. 4.14: Chat page
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ThegeneralviewoftheSendMessagepageisshownintheFig.4.15below.Theoptionsthatareavailableforthismodulearelistedbelow:
1. Enter message/URL sent to remote machines (dialog box or URL): Thetextyouenterdependsonthedisplaywindowyouselect.
• Enteratextmessageifthedisplaywindowisadialogbox.
• EnteraURLifthedisplaywindowisabrowser.
2. Select display window: Select themanner in which the user is notified on themanagedma-chine.ThedefaultisDialogBox,whichdisplaysastandardWindowsdialogboxwiththenetworkmes-sage.BrowserdisplaysaURLinawebbrowserwindow.
3. Send Now: ClickSend Now tosendthemessageimmediatelytoselectedmachines.ThemessagedisplaysintheMessages Not Yet Sent columnuntilthemessageisreceivedbythemachine.Forex-ample,themachinemaybeoffline.
4. Clear Messages: ClickClear Messagestoremovemessagesthathavenotbeendeliveredtoman-agedmachines.Scheduletimetosendmessage.Entertheyear,month,day,hour,andminutetosendthemessage.
5. Schedule: ClickSchedule toscheduledeliveryofthemessagetoselectedmachineIDsusingthescheduleoptionspreviouslyselected.ThemessagedisplaysintheMessages Not Yet Sent columnuntilthemessageisreceivedbytheselectedmachine.
6. Display Immediately/Flash Icon: Thissettingdetermineshowmanagedmachineusersarenoti-fiedoncetheirmessagehasbeenretrievedfromtheKServer.
• Display Immediately notifiestheuserimmediately.
• Flash Icon flashestheagenticoninthesystem tray untiltheuserclickstheicon.ThemessageisthendisplayedaccordingtothesettingsinSelect display window.
7. Machine.Group ID: ThelistofMachine.GroupIDsdisplayedisbasedontheMachineID/GroupIDfilterandthemachinegroupstheuserisauthorizedtoview.
Fig. 4.15: Send
message window
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8. Current User: Displaysthecurrentlyloggedonuser.
9. essages Not Yet Sent: Thiscolumndisplaysmessagesnotyetsent.
4.6.1 Power Management
The Power Managementpagepowerson,powersofforrebootsvPro-enabledmachines.Powermanage-mentoptionsareexecutedusingtheagentofthemanagedmachinethatoriginallyidentifiedthevPro-en-abledmachineusingLANWatch.AvProcredentialisrequiredtoexecutepowermanagementoptionsonavPro-enabledmachine.Youcanspecifyacredentialusingthispage.
Note: You can display the hardware assets of vPro-enabled machines with credentials using Agent > View vPro
ThegeneralviewofthePowerManagementpageisshownintheFig4.16below.Theoptionsthatareavailableforthismodulearelistedbelow:
1. Schedule: Scheduleataskonceorperiodically.Eachtypeofrecurrence—Once,Hourly,Daily,Weekly,Monthly,Yearly—displaysadditionaloptionsappropriateforthattypeofrecurrence.Periodicschedulingincludessettingstartandenddatesfortherecurrence.Notalloptionsareavailableforeachtasksched-uled.Optionscaninclude:
• Distribution Window -Reschedulesthetasktoarandomlyselectedtimenolaterthanthenumberofperiodsspecified,tospreadnetworktrafficandserverloading.
• Skipifoffline-Ifcheckedandthemachineisoffline,skipandrunthenextscheduledperiodandtime.Ifblankandthemachineisoffline,runthetaskassoonasthemachineisonlineagain.
• Powerupifoffline-Ifchecked,powersupthemachineifoffline.RequiresWake-On-LANorvProandanothermanagedsystemonthesameLAN.
• Exclude the following time range -Ifchecked,specifiesadate/timerangetonotperformthetask.
4.6 vPro
Fig. 4.16: Power
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2. Run Now: RunthepowermanagementoptionsnowonselectedmachineIDs.
3. Cancel: CancelscheduleoptionsforselectedmachinedIDs.
4. Power Up / Power Down / Reboot: Selectthepowermanagementoptiontoexecute.
5. Machine ID. Group ID: ThemachineID.GroupIDofthisvPro-enabledmachine,ifanagentisinstalled.Blank,ifnoagentisinstalled.
6. vPro Host Name: ThenameforthevPro-enabledmachinesetbyvProconfiguration.
7. Proxy Agent: ThemachineID.groupIDofanothermanagedmachineusedtoexecutepoweron,powerofforrebootthisvPro-enabledmachine.TheProxyAgentmustbeonthesameLANasthevPromachine.
8. OS Computer Name: ThenameforthevPro-enabledmachinesetbytheoperatingsystem.
9. IP Address: TheIPaddressofthevPro-enabledmachine.
10. Credentials: AvProcredentialistypicallycollectedduringaLANWatchscan.AcredentialisrequiredbythevPromachinetorespondtobothPowerManagementandRemoteISOBootrequests.Ifnocreden-tialexistsorthecredentialneedstobechangedyoucanclickthiscelltoenteranewcredential.
Theotheroptionsthatareavailableinthispageare:
Expand / Collapse: ClicktheplusiconofavPromachineIDtodisplayahistorytableofpowermanage-mentactionsperformedonthatmachine.Clicktheminusicontocollapsethehistorytable.
Type: Thepowermanagementoptionscheduledtobeexecuted.
Last Power Management: Thelasttimeapowermanagementoptionwasexecuted.
New Power Management: Thenexttimeapowermanagementoptionisscheduledtobeexecuted.
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4.6.2 Remote ISO BootTheRemote ISO Boot pagebootsvPromachinesfromanISOimage.AnagentmachineonthesameLANasthetargetvPromachineisusedtomountavirtualdiskontheVPromachine.ThevirtualdiskpointstoaUNCshareontheLANcontaininganISOimage.TheagentmachinethenbootstheVPromachinefromthevirtualdisk.ARemoteISOBootcannotbescheduled.Thebootoccursimmediately.
VProConfigurationRequirements• TheagentcannotbeonthevPromachine.IthastobeonadifferentmachineinthesameLAN.• TheVPromachinebeingbootedmustbeVPro3.0orgreater.• SOL/IDE-RmustbeenabledintheIntelAMTBIOSextension.Thiscannotbedoneremotely.• TheagentmachineusedtobootthevPromachine,theVPromachinesbeingbootedandtheUNC
mustallbeonthesameLAN.• OnlyUNCsharescanbespecified.Mappeddrivesarenotallowed.• Credentialsmustbedefinedinadvance,providingaccessto:
• Theagentmachine-UseAgent>SetCredentialifnecessary.• TheUNCshareontheLAN-ThenetworkcredentialsandUNCarebothspecifiedwhenthe
ISObooticonisclickedintheRemoteISOBootgrid.• ThevPromachine-vProcredentialsareconfiguredeitherduringLANWatchscanorbyclick-
ingonthecredentialsiconintheRemoteISOBootorPowerManagementgrid.
ComponentsISObootisimplementedviathefollowingcomponents:
• VProProxy.dll -ThisdllisusedbytheagentontheagentmachinetocommunicatewiththeVPromachine.
• Redirect.exe -Thisprocessisrunwiththepassedinnetworkcredentialsandmanagesthevirtualdrive.
SwitchesThefollowingareswitchessenttoVProProxy.dllwhendoinganISOboot.
• -redirect-We’regoingtodoaredirectoperation.Possiblevalues-command• -username-TheVProusername(likeadmin)• -password-ThepasswordfortheVProuser• -ip-Theipaddressofthetargetmachine• -iso-TheUNCpathtotheISOimage• -redirectPath-Thepathtoredirect.exe• -o-ThefullnameandpathoftheoutfileforVProProxy.dll• -redirectOut-Thefullnameandpathoftheoutfileforredirect.exe• -netUsername-Thenameofthenetworkuserwithauthoritytoaccessisoimage.Namemustbein
theformofname@domain.• -newPassword-Thepasswordforthenetworkuser
Fig4.17belowshowsthegenericviewoftheRemoteISObootpage.Theoptionsshownonthispagearelistedandexplainedbelow.
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1. Host Name: ThenameforthevPro-enabledmachinesetbyvProconfiguration.
2. Proxy Agent: ThemachineID.groupIDofanothermanagedmachineusedtoexecutepoweron,powerofforrebootthisvPro-enabledmachine.TheProxyAgentmustbeonthesameLANasthevPromachine.
3. Machine.Group ID: ThemachineID.groupIDofthisvPro-enabledmachine,ifanagentisinstalled.Blank,ifnoagentisinstalled.
4. Credentials: ThevProcredentialsaretypicallycollectedduringaLANWatchscan.ThecredentialsarerequiredbythevPromachinetorespondtobothPowerManagementandRemoteISOBootrequests.Ifnonearedefinedortheyneedtobechangedyoucanclickthiscelltodefineanewcredential.
5. Remote ISO Boot: ClicktheRemoteISOBooticontospecifytheUNCFilePath,UserNameandPass-word.ThenclicktheGobutton.
• TheUNCFilePathmustincludethefilenameoftheISOimage.• TheUserNameandPasswordisrequiredtoaccesstotheISOimagefileontheLAN.
Fig. 4.17: Remote ISO
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