Remote support for IT staff

TeamViewer version 10 - Instructions for Support Analysts

Introduction

TeamViewer is a tool supported by IT Services, for remote support of end-user desktops; it can operate to any part of the network including wireless connections, and to machines elsewhere on the Internet.

A TeamViewer “host” module has been deployed (via SCCM) to every end-user SSD PC, so they are ready to connect.  It is also possible to support non-SSD Windows PCs and Macs by asking the user to download & run a QuickSupport module. A limited number of concurrent connections is allowed under the licence. Remember to close any connection when finished – see below.

Outline of Installation for various types of machine (see below)

  • NB: Any “analyst” installation can control any type of “end user” machine.

End-users cannot initiate a connection, but can accept a connection. SSD end users are restricted to connection from registered analysts.  Other end users are warned to ensure that only a bona fide UoG analyst is given control.

 

IT Support staff (“analysts”)

End User machiness

SSD Windows

Ask your team leader to raise a Supportworks call to “ITS Remote Support” team.  See below

On notification, Install “Analyst” version from
“Software  Center”  (in the START menu)  

Respond to T-V email, changing password.

See below

“Host” module silently installed by SSCM. Central policy ensures connections accepted only from registered analysts.

Non-SSD Windows

Ask your team leader to raise a Supportworks call to “ITS Remote Support” team.  See below

Install Windows “Full Version” V10 from https://www.teamviewer.com/en/download/dyngate.aspx

Respond to T-V email, changing password. See below

Run Windows “QuickSupport” module from Helpdesk webpage. Warning displayed about accepting connections.

Mac

Ask your team leader to raise a Supportworks call to “ITS Remote Support” team.  See below

Install Mac “Full Version” V10 from https://www.teamviewer.com/en/download/dyngate.aspx

Respond to T-V email, changing password. See below

Run Mac “QuickSupport” module from Helpdesk webpage. Warning displayed about accepting connections

 

To install TeamViewer (IT Support staff – “analysts”)

1) Your team leader should contact the ITS helpdesk or submit a Supportworks call to request TeamViewer full version that will allow you to connect to remote machines.  Please provide your GUID and for each SSD PC you will use, the computer name and the MAC address.  (For non-SSD machines, this is not required.)

2) If approved, you will be registered for a TeamViewer account and you should receive an email confirmation from TeamViewer.com which you should activate.  Please also click on the password reset link within the same email and follow the onscreen instructions to set a password of your own choice.

  1. For SSD machines - Once you have received confirmation from ITS that you have been given access, the installer for the software should appear in Control Panel>Run Advertised programs. Please note that you should uninstall any existing versions of TeamViewer first.  If available select to uninstall the MSI (wrapper) entry if present which should remove the software completely.
  2. For non-SSD machines - Go to www.teamviewer.com/en/download.  Select your machine type (PC, Mac, Linux) and download and install the “Version 10 Full Version”.  Create a shortcut for convenient starting.

To launch TeamViewer and sign in

1) Launch from the shortcut placed in your Start Menu. The first time, click next on the welcome screen.

2) You should now see the main view as follows:

Teamviewer welcome screen               

3) Click on the Sign In link (not “Sign Up”) within the Computers & Contacts dialog box and sign in with your TeamViewer ID which will be your @glasgow email address (not  case sensitive), and the password which you had set in step 2. You will now be licensed to use the software and connect to any SSD machine that is running the TeamViewer Host module.  (Information will be added later on supporting non-SSD Windows or Apple users. )

Using TeamViewer to support an SSD end user

1) You need to be signed-in as above.

2) When responding to a help request (Supportworks call) you may decide to use a remote connection.  By telephone, ask the user to click “Start” and then click the TeamViewer icon in the start menu, and to read out the ID that is displayed.

3) Enter your “Partner’s ID” in the Control Remote Computer panel and click “Connect to partner”.  Now ask the user for the password and enter that. Finally the end user must also approve your connection when prompted on their computer.

You now have a view of the user’s screen(s) and shared control of mouse and keyboard. 

4) When finished, close the connection by closing the small TeamViewer window at the lower right of the user’s screen. This will release the channel.

Supporting non-SSD desktops

Customised “TeamViewer QuickSupport” modules allowing support of non-SSD Windows and Mac end-users are available from the Helpdesk webpage.  These are temporary executables and show the University logo and a warning about being sure to give control only to a known IT Support person.

On each occasion that remote support is needed you should ask the end-user to go to:
www.gla.ac.uk/it/helpdesk/remote/ (or go to the Helpdesk page and click “Support Downloads” at the left). 

From there they have to download and run the Windows or Mac QS module and give you the codes, which you enter as usual. (You as analyst need to be logged-in to TeamViewer as usual, else you will be disconnected after 5 minutes).  Depending on the user’s experience you might need to talk them through the download-and-run; some scripts are below.

Other options and functions

Analysts can connect to one another’s systems using the ID and password on the left of the window.  You can add a colleague into any existing connection.  Files can be transferred and various other useful options are available on the toolbar at the top of the window.  A full manual and online help if required are available at www.teamviewer.com/en/download/dyngate.aspx (select Version 10).

Scripts for helping users download-and-run the QuickSupport module

NON-SSD PCs

Using Chrome

  • You will see a download progress box at bottom left.  WAIT till the "0 seconds to go" line has disappeared, THEN double-click the box and wait 10-15 seconds.
  • You'll see "Do you want to allow the following program to make changes to this computer?"  => Click "Yes"
  • You'll see a warning screen about allowing connections => read it and click "Accept"
  • Now quote me the 9 digit code from the TeamViewer panel.... (followed by the 4 digit password)

Using IE

  • At "Do you want to Run or Save"  => click "Run"
  • You'll see "Do you want to Run this software?" => click "Run" and WAIT 10 -15 seconds
  • You'll see "Do you want to allow the following program to make changes to this computer?"  Click "Yes"
  • You'll see a warning screen about allowing connections, read and click "Accept"
  • Now quote me the 9 digit code from the TeamViewer panel.... (followed by the 4 digit password)

MACs

Using Safari

  • The software will automatically download and unzip to the Downloads folder. Open the Downloads folder and double-click the software to open it.

Now quote me the 9 digit code from the TeamViewer panel.... (followed by the 4 digit password)

Using Firefox

  • You will be presented with a screen asking you what to do with the File? Select “Open with Archive Utility (default)” and click OK. The software will automatically download and unzip to the Downloads folder. Open the Downloads folder and double-click the software to open it.
  • Now quote me the 9 digit code from the TeamViewer panel.... (followed by the 4 digit password)

Analyst Notes  v0.7  Mar 16