Dameware Server Guide 2fi3v

, and select the application. You will need your DameWare Server information to logon. If a shortcut is not added to the Windows Start Menu, open the Configuration Wizard from Start > Programs > SolarWinds > DameWare Server > DameWare Server Configuration Wizard, and run it again.

Advanced Installation Options Using the Advanced DameWare Server Install option allows you to choose which software to install on your computer. You must install at least one instance of each program on your network to utilize DameWare Server fully. Software included in DameWare Server that you can select to install through the Advanced Install Options screen: DameWare Server Allows you to run DameWare Server components, such as the DameWare Central Server, DameWare Internet Proxy, and DameWare Mobile Gateway. Individual components can run on different computers. You must have one instance of the DameWare Server running to run the DameWare Internet Proxy. The DameWare Mobile Gateway can run independently of other DameWare Server components. DameWare Server istration Console Allows you to manage licensed s, sessions, shared information, and the centralized DameWare Server. You can install multiple instances of the istration Console on your network. The istration Console also does not need to be installed on the same computer as DameWare Server.

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Chapter 2 DameWare Remote (Centralized) Allows you to access DameWare Server features, such as the global host list, Internet sessions, and centralized licensing. Installing DRS also installs MRC by default. DameWare Mini Remote Control (Centralized) Allows you to access DameWare Server features, such as the global host list, Internet sessions, and centralized licensing. Installing DRS also installs MRC by default. To install only the centralized version of MRC, clear the DameWare Remote checkbox. Note: If you only installed the DameWare Server and then try to install another program using Advanced Install Options, the DameWare Remote and DameWare Mini Remote Control may not appear on the list. the DameWare Remote and DameWare Mini Remote Control installers manually and follow the instructions in Installing DRS or MRC. To view the Advanced Install Options: 1. Log on as an . 2. Navigate to your location and run the DameWareServer executable file. 3. Review the welcome text, and then click Next to continue. 4. Select I accept the in the License Agreement, and then click Next. 5. If you want to install to a destination folder other than the default, click Browse, select an installation folder, and then click OK. 6. Select Advanced DameWare Server Install, and click Next. 7. Select the software you want to install. Installing the istration Console 1. Log on as an . 2. Navigate to your location and run the DameWareServer executable file. 3. Review the welcome text, and then click Next to continue. 4. Select I accept the in the License Agreement, and then click Next. 5. If you want to install to a destination folder other than the default, click Browse, select an installation folder, and then click OK. 6. Select Advanced DameWare Server Install, and click Next. a. Select the DameWare Server istration Console. b. Click Next. 7. Select which application shortcuts you want the DameWare installer to create, and click Next. 8. Click Install to begin the installation. The installer will install any pre-requisite software that is missing from the computer as well as the DameWare software.

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Installing the Server 9. Enter the email address you provided to DameWare when you ed for the software, and click Continue. 10. Click Finish to complete the installation. Licensing and Activation DameWare software is licensed per , but the centralized and standalone versions of the software handle the per license differently. l l l l

Centralized licensing Standalone licensing Centralized activation Standalone activation

Licensing Centralized versions activate at the server and then use the Central Server as a licensing server that tracks that number of seats. Standalone versions allow you to activate a license up to three times per . Notes: l l

You cannot run both centralized and standalone versions at the same time. You cannot upgrade from standalone to centralized or from centralized to standalone. You must uninstall the software and then install the version you want.

Centralized The centralized versions of DameWare software are licensed on the Central Server. Each product - DameWare Remote , DameWare Mini Remote Control, and DameWare Mobile Gateway - is activated from the computer on which the Central Server or Mobile Gateway is installed. The license includes a licensed number. Each is assigned a license type by a DameWare , which reduces the number of available licenses. You can install the DRS or MRC applications in centralized mode on multiple machines. See Licensing s for more information about asg license types to s in DameWare Central Server. For example, if you purchased a centralized DRS license for 10 s, you activate the license on the Central Server and then assign licenses to up to 10 s. The s can logon with their DameWare credentials to any DRS or MRC application in centralized mode. Note: After your purchased license is applied, you must disable or delete any s that exceed the number of licensed seats you have purchased.

Standalone DameWare standalone software is licensed per , and each license allows you to install on 3 computers. For example, if you have 10 computers running MRC and you use MRC to manage 10,000 remote systems, you only need to license the 10 MRC computers to maintain compliance with the SolarWinds End License Agreement (EULA). To purchase licenses, visit www.dameware.com.

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Chapter 2

Complimentary Software Certain DameWare software is not licensed, and you can install it as many times as you wish. The following DameWare software is provide free of charge and not licensed: l

MRC client agent

l

Internet Session Agent

l

DameWare Mobile Client

l

istration Console

Activation When upgrading to a new version or license, you do not need to reapply a license key if you have an Internet connection. Your license key will be automatically updated. If your license is not automatically upgraded to reflect its status in the customer portal and you have an active Internet connection, you can manually sync the license key by opening the Licence Manager and clicking Sync. If you do not have a Sync button, you may need to upgrade your version of the License Manager. If you do not have an active Internet connection, you must use the offline activation method.

Centralized To apply a new centralized license: 1. 2. 3. 4. 5. 6. 7. 8. 9.

10.

11. 12. 13.

Browse to http://.solarwinds.com. to the customer portal using your CustomerID and . Click License Management. Browse to your DameWare license list, and then locate the uned licenses list. Copy your uned activation key for the product you are activating to the clipboard. Click the Start menu and navigate to SolarWinds > DameWare Server > Activate DameWare Licenses. Click Licensing by the product you want to activate. Click Enter Licensing Information. If the computer on which you installed the DameWare product is connected to the Internet, complete the following procedure. a. Click I have internet access and an activation key from my customer portal license management page. b. Paste your uned activation key in the Activation Key field. c. If you use a proxy server to access the Internet, check the Proxy Server checkbox, and then type the proxy address and port number. d. Click Next. If the computer on which you are activating your DameWare product is not connected to the Internet, complete the following procedure. a. Click I want to activate my license through the Customer Portal. b. Complete the procedure described on the Activate Toolset window to complete the registration. Enter your information. Click Next. Click Finish.

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Installing the Server

Standalone To apply a new standalone license: 1. 2. 3. 4. 5. 6. 7. 8.

9.

10. 11. 12.

Browse to http://.solarwinds.com. to the customer portal using your CustomerID and . Click License Management. Browse to your DameWare license list, and then locate the uned licenses list. Copy your uned activation key for the product you are activating to the clipboard. Click the Start menu and navigate to SolarWinds > DameWare <product name> > Activate DameWare Licenses. Click Enter <product name> Licensing Information. If the computer on which you installed the DameWare product is connected to the Internet, complete the following procedure. a. Click I have internet access and an activation key from my customer portal license management page. b. Paste your uned activation key in the Activation Key field. c. If you use a proxy server to access the Internet, check the Proxy Server checkbox, and then type the proxy address and port number. d. Click Next. If the computer on which you are activating your DameWare product is not connected to the Internet, complete the following procedure. a. Click I want to activate my license through the Customer Portal. b. Complete the procedure described on the Activate Toolset window to complete the registration. Enter your information. Click Next. Click Finish.

Configuring the DameWare Server Configuration Guide Depending on your network and organization, you will have different configuration needs. This configuration guide addresses configuration for the most common deployment scenarios. l l l

Express Deployment & Configuration (Recommended for Evaluation) Two Server Deployment & Configuration Three Server Deployment & Configuration (Recommended for Production)

Note: If you want to use Internet Sessions to connect to s outside of your network, you must configure your firewall or router in addition to turning on the DameWare Internet Proxy. See Modifying Your Firewall or Router for more information. Express Deployment & Configuration This deployment scenario assumes you want to run all components from the same computer and is used during evaluations. The Configuration Wizard configures all components based on this assumption. This allows you to begin using the software quickly and with minimal input. However, when used in a production environment, this option is only suitable for smaller organizations. If you select this option and you want to use Internet Sessions to remote control s outside of your internal network, you must

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Chapter 2 open ports 443 and 80 on your external facing firewall. This may open your network to security risks that can be mitigated by installing the DameWare Internet Proxy in the DMZ (see Two Server Deployment & Configuration). In this scenario, run the Configuration Wizard once to configure all components of your DameWare Server installation. Two Server Deployment & Configuration In this scenario, the DameWare Central Server and DameWare Mobile Gateway run on the same computer and the DameWare Internet Proxy runs on a computer in the DMZ. This configuration is generally used in small to medium organizations that want to use the DameWare Internet Proxy and Internet Sessions, but do not want to open their internal network to port 443 or 80. In this configuration, you must run the Configuration Wizard twice. 1. Run the Configuration Wizard on the computer with the DameWare Internet Proxy turned on to obtain the pairing and DameWare Internet Proxy host information. 2. Run the Configuration Wizard on the computer with the Central Server and Mobile Gateway turned on, and enter the pairing and host information for the DameWare Internet Proxy. Three Server Deployment & Configuration This is the recommended configuration for DameWare Server. All components run on separate computers, and the DameWare Internet Proxy runs in the DMZ. This configuration handles large numbers of technicians using DRS, MRC, or the DMG at the same time. For extra security, you can also run the DameWare Mobile Gateway in the DMZ. In this configuration, you must run the Configuration three times. 1. Run the Configuration Wizard on the computer with the DameWare Internet Proxy turned on to obtain the pairing and DameWare Internet Proxy host information. 2. Run the Configuration Wizard on the computer with the Mobile Gateway turned on to obtain the Mobile Gateway host information. 3. Run the Configuration Wizard on the computer with the Central Server turned on, and enter the pairing and host information for the DameWare Internet Proxy and Mobile Gateway. Express Configuration The Express Configuration option quickly configures all DameWare Server components with default values. Express Configuration uses the default port numbers and the host name of the computer on which the software is installed to configure the DameWare Central Server, DameWare Internet Proxy, and DameWare Mobile Gateway.

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Installing the Server To run all components on the same computer (Express): 1. Open the Configuration Wizard by navigating to Start > Programs > SolarWinds > DameWare Server> DameWare Server Configuration Wizard. 2. Review the installed components, and click Next. 3. Select Express Configuration (Recommended for evaluation), and click Next. 4. If you want to evaluate the Internet Session, click Test Connection and correct any errors. 5. If you do not want to evaluate the Internet Session at this time, select I do not want to test the Internet Session URL (Skip this step), and click Next. 6. Note the default s, and click Finish. After you have completed installing and configuring DameWare Server, log on to the DameWare istration Console to add s, create a global host list, or modify your server settings. Note: To launch the DRS or MRC applications or the istration Console manually, navigate to Start > Programs > SolarWinds > DameWare Product, and select the application. You will need your DameWare Server information to logon. Advanced Configuration The Advanced Configuration option allows you to configure DameWare Server components when you run some or all components on separate computers. You can also use the Configuration Wizard to change port numbers, edit the Internet Session URL, modify the locations of DameWare Server components, or turn components on or off. If you wish to run the DameWare Internet Proxy, which allows you to create Internet Sessions to help s outside your internal network, you must turn on both the DameWare Central Server and the DameWare Internet Proxy. These components can run on different computers. The DameWare Mobile Gateway can run independently of the DameWare Central Server and DameWare Internet Proxy. During configuration, you will need to know the following information about each component: l l l l

IP address or host name Service port number Communication port number Pairing (DameWare Internet Proxy only)

To run the DameWare Central Server: Note: If you want to run components on other computers, they must already be running when you turn on the DameWare Central Server.

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Chapter 2 1. Open the Configuration Wizard by navigating to Start > Programs > SolarWinds > DameWare Server> DameWare Server Configuration Wizard. 2. Review the installed components, and click Next. 3. Select Advanced Configuration (Recommended for production environment), and click Next. 4. Under DameWare Central Server, click Run Locally. 5. If you want to run other components on the same computer, click Run Locally under each component. 6. If you want to run other components on different computers, click Connect Network Machine under each component. a. Enter the server information for each component. b. Click Save. 7. Click Next. 8. Note the default s, and click Finish. To run the DameWare Internet Proxy: 1. Open the Configuration Wizard by navigating to Start > Programs > SolarWinds > DameWare Server> DameWare Server Configuration Wizard. 2. Review the installed components, and click Next. 3. Select Advanced Configuration (Recommended for production environment), and click Next. 4. Under DameWare Internet Proxy, click Run Locally. 5. Click Edit Details. 6. Configure the Internet Session URL. 7. Click Test Connection and correct any errors with the Internet Session URL. 8. Click Save. 9. Click Next. 10. Note the host information and pairing , and click Finish. 11. Run the Configuration Wizard on the computer running the DameWare Central Server to enter the DameWare Internet Proxy information. To run the DameWare Mobile Gateway: 1. Open the Configuration Wizard by navigating to Start > Programs > SolarWinds > DameWare Server> DameWare Server Configuration Wizard. 2. Review the installed components, and click Next. 3. Select Advanced Configuration (Recommended for production environment), and click Next. 4. Under DameWare Mobile Gateway, click Run Locally. 5. Click Next.

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Installing the Server 6. Note the default and host information, and click Finish. 7. Run the Configuration Wizard on the computer running the DameWare Central Server to enter the DameWare Mobile Gateway information. After you have completed installing and configuring DameWare Server, log on to the DameWare istration Console to add s, create a global host list, or modify your server settings. Note: To launch the DRS or MRC applications or the istration Console manually, navigate to Start > Programs > SolarWinds > DameWare Product, and select the application. You will need your DameWare Server information to logon. Configuring the DameWare Internet Proxy If you have installed the DameWare Internet Proxy on a different machine than the Central Server, you need the component pairing from the DameWare Internet Proxy when you run the Configuration Wizard on the DameWare Central Server computer. You should also the default Internet Session URL. You can skip this step and finalize the Central Server configuration or you can test the Internet Session URL. This ensures that s outside of your network will be able to an Internet Session and a DameWare agent if necessary. For more information about the Internet Session URL, see the following topics: l l l l l

Setting the Internet Session URL Configuring the Internet Session URL Modifying Your Firewall or Router Testing the Internet Session Connection Troubleshooting the Internet Session URL

Component Pairing When DameWare Central Server and the DameWare Internet Proxy or DameWare Mobile Gateway are run on different computers, you must pair the components. Pairing components is essentially a key exchange between the DameWare Internet Proxy and the DameWare Central Server or the DameWare Mobile Gateway and the DameWare Central Server. By pairing the two components, each component is able to communicate successfully with the other. This also further secures communication between the two components. To pair the components: 1. On the computer with the DameWare Internet Proxy of DameWare Mobile Gateway running, open the Configuration Wizard. 2. Click Next. 3. Click Advanced Configuration (Recommended for production environment). 4. Ensure the DameWare Internet Proxy or DameWare Mobile Gateway is running. 5. Click Next.

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Chapter 2 6. On the Configuration completed screen, copy the IP address or hostname, the connection port, and the pairing . 7. On the computer with the DameWare Central Server running, open the Configuration Wizard. 8. Click Next. 9. Click Advanced Configuration (Recommended for production environment). 10. Ensure the DameWare Central Server is running. 11. Under DameWare Internet Proxy or DameWare Mobile Gateway, click Connect Network Machine. 12. Enter the IP address or hostname, the connection port, and the pairing you copied from the Configuration Wizard on the DameWare Internet Proxy or DameWare Mobile Gateway. 13. Click Save. 14. Click Next, and then click Finish. Setting the Internet Session URL The Internet Session URL is the base URL that all s see when initializing or ing an Internet Session. For example, the bold section of the following Internet Session link is the Internet Session URL that you set in the Configuration Wizard. https://yourdomain.com:443/dwnl/?3285798686 This Internet Session URL can be an IP address or domain name. You can use an IP address or domain name that you already have, or you can create a custom path. If you create a custom path, this path cannot exist in your Web directory. DameWare creates the virtual path using the entry you provide in the Internet Session URL field. The DameWare Internet Proxy may not start if the path already exists. Note: You cannot use special characters in the Internet Session URL. If you own or operate your own website, you can use that domain name as your Internet Session URL. In this example, you use the Internet Session URL field in the Configuration Wizard to create a custom path, such as https://domainName.com:443/OverTheInternetHelp. The DameWare Internet Proxy also acts as a web server so that end s can MRC or Internet Session agents, if necessary, to Internet Sessions. Modifying Your Firewall or Router To successfully connect to Internet Sessions with s outside of your network, you must modify your externally facing firewall or router to forward T requests to the DameWare Internet Proxy. You must also allow ports 6130, 6132, and 6133 to listen for incoming requests.

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Installing the Server All firewalls and routers operate differently. Please consult the manufacturers documentation for specifics, and use the information in this topic as a general guide. When you install the DameWare Internet Proxy, you can install it on a computer with or without a pre-existing web server. Note: Use the Test Connection button in the Configuration Wizard to ensure that outside s can communicate successfully through your firewall or router.

DameWare Internet Proxy Installed without a Web Server When you deploy the DameWare Internet Proxy on a computer without a web server, you or your network must open ports 443 and 80 on your firewall or router. Create a forwarding rule so that all T traffic going to your Internet Session URL is directed to your DameWare Internet Proxy instance. You must also allow ports 6130, 6132, and 6133 to listen for incoming connections. Note: If you do not have a security certificate from a certificate authority installed, end s may encounter security warnings if they an Internet Session agent before ing an Internet Session.

DameWare Internet Proxy Installed with a Web Server If you install the DameWare Internet Proxy on a computer that already hosts a web server, ports 443 and 80 are open. Your network must allow ports 6130, 6132, and 6133 to listen for incoming connections. Additionally, the web server must create a rule on the computer that hosts the web server to direct Internet Session communications to the DameWare Internet Proxy. Note: By design Apache cannot serve multiple sites out of port 443. If you are currently using HTTPS with Apache, you cannot co-locate the DameWare Internet Proxy on the same computer.

Why Must You Open the Ports? 443/80 (HTTPS/HTTP) The DameWare Internet Proxy uses either port 443 (HTTPS) or port 80 (HTTP) to communicate with MRC and Internet Session agents on the end s' computers. The DameWare Internet Proxy also includes a web server which allows end s to the MRC or Internet Session agent. The port number used can be modified where you configure the Internet Session URL. If you choose to use port 443/HTTPS when you configure the DameWare Internet Proxy, the Configuration Wizard generates a self-signed certificate and installs it. If a certificate exists already, the Configuration Wizard uses that certificate and does not generate a self-signed certificate. 6130 (Mobile Gateway Communication Port) The Mobile Gateway listens to this port to allow communication between the Mobile Client and the agent on the remote computer. You can change this port number in the Configuration Wizard.

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Chapter 2 6132 (DameWare Central Server and DameWare Internet Proxy Communication Port) DameWare Central Server and DameWare Internet Proxy listen to this port to allow communication between the MRC application and the remote agent. This is specific to Internet Sessions. You can change this port number in the Configuration Wizard or the istration Console. 6133 (DameWare Service Port) DameWare uses this port to communicate between DameWare Server components. DameWare components listen to all communications inbound through this port. You can change this port number in the Configuration Wizard.

Common Issues When Configuring the Firewall or Router Other websites may not start If two or more websites are using port 443, non-DameWare products may not start. Change the port number on the other products, use different IP addresses, or install each product on separate computers. Communication does not occur If s cannot access the Internet Session URL or agents, the ports may not be open. Check that changes were applied correctly and to the correct appliance. Testing the Internet Session Connection Testing the Internet Session URL ensures that the URL is working correctly and that technicians can connect to MRC agents on off-network computers. The Test connection button sends a request to a SolarWinds server, which then sends a TEST request to the Internet Session URL using T. If the request is successful, you receive a confirmation and the DameWare Internet Proxy is listed as verified. The Test connection button can only be used with ports 80 and 443. If you do not want to use the automated Test connection button, you can manually test the Internet Session URL by initializing an Internet Session and then ing the session from outside your network. The Configuration Wizard does not list the DameWare Internet Proxy as verified using this method. Troubleshooting the Internet Session URL If you have installed the DameWare Internet Proxy and you cannot successfully create an Internet Session, check the following: l

l

l

l

Does another website use port 443 (HTTPS/SSL)? The websites may interfere with each other. Is Apache installed as the web server? Apache allows only one site to use port 443. Are the correct ports open on your router or firewall? See Modifying Your Firewall or Router for more information. Is the DameWare Internet Proxy running?

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Installing the Server The DameWare Internet Proxy may be turned off. Check the Central Server and use the Configuration Wizard to start it. l

Are there special characters in the URL? s receive an error if there are special characters in the Internet Session URL. Remove the characters by using the Configuration Wizard.

Installing Centralized DRS or MRC Before installing DRS or MRC, review the following information. If a remote system is running the MRC client agent service, MRC only uses a single T port to connect to it. The default T port is 6129; however, you can specify any of the 65,000 valid T ports in the MRC application properties. Since T 6129 is a well known port for the MRC program, DameWare recommends you choose a different port to ensure the most secure connections. If a remote system is not running the MRC client agent service, MRC attempts to install it over the remote operating system’s installed protocols for File & Printer Sharing. Microsoft defines File & Printer Sharing as: l

UDP 137 (Name)

l

UDP 138 (Datagram)

l

T 139 (Session)

l

T 445 (Direct Hosting)

If you do not want MRC to install the client agent service using these ports, or if MRC is unable to connect to the remote system using these ports, install the service using another installation method. Installing the DRS or MRC Applications DameWare provides an intuitive wizard to guide your installation. You can also install the application using the command line. See Installing DRS or MRC from the Command Line for more information. The following procedure will complete your installation of DRS or MRC in centralized mode. You need privileges to install the applications. If the computer on which you are installing DRS or MRC has previously had a DameWare product installed on it, not including the MRC client service, the previous settings are applied until you delete the DameWare database. Delete the DameWareDB file generally located in C:\Program Files (x86)\SolarWinds\DameWare <product>. To install the DameWare application using the installer: 1. Log on as an 2. Navigate to your location and launch the DameWareMRC or DameWareRS executable file. 3. Review the Welcome text, and then click Next to continue.

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Chapter 2 4. Select I accept the in the License Agreement, and then click Next. 5. If you want to install to a destination folder other than the default, click Browse, select an installation folder, and then click OK. 6. Select Centralized Install, and click Next. 7. If you do not have the DameWare Central Server connection details, select I do not have the connection details now; I will enter the details later, and click Next. 8. If you do have the DameWare Central Server connection details, select DameWare Central Server connection details (Recommended), and enter the IP address or host name of the Central Server and the port number. Click Next. 9. Select which application shortcuts you want the DameWare installer to create. 10. Click Install to begin the installation. 11. Enter the email address you provided to DameWare when you ed for the software, and then click Continue. 12. Click Finish to complete the installation wizard and exit. After you have completed installing the DRS or MRC applications, launch the application by clicking DameWare Mini Remote Control or DameWare Remote in Start > Programs > SolarWinds. Installing DRS or MRC from the Command Line You can use command line options to install the MRC application without being prompted for license information. Notes: l l l

You must run the commands with permissions Use %WINDIR%\System32 instead of relative paths You cannot install through a proxy server that also requires authentication

To install DRS or MRC using the MSI installer in evaluation mode: Use the following command at the command line or in an installer script. Replace the variables in this example according to the values in the Arguments section. msiexec /i fileName.msi /qn APPDIR="C:\Program Files\DameWare programName\" reboot=reallysuppress SILENT=yes INSTALLSTANDALONE=0 CENTRALSERVERHOSTNAME=centralServerHostName

To install DRS or MRC using the EXE installer in evaluation mode: Use the following command at the command line or in an installer script. Replace the variables in this example according to the values in the Arguments section. fileName.exe /args "/qn APPDIR=\"C:\Program Files\DameWare programName\" reboot=reallysuppress SILENT=yes" INSTALLSTANDALONE=0 CENTRALSERVERHOSTNAME=centralServerHostName

Arguments The following is a list of arguments you can use on the command line.

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Installing the Server

l

l

l l

l

l

l

l

l

l

l

l

l

l l

/args "argumentsHere" (EXE only) instructs the EXE installer to the arguments inside the quotation marks along to the MSI installer. APPDIR="C:\Program Files\DameWare programName\" specifies the installation directory. Enter Remote or Mini Remote Control in place of programName to use the default installation directory. SILENT=yes instructs the installer to install the program silently. SA_KEY=licenseKey (licensed only) contains the license key for licensed installations. Enter a valid license key in place of licenseKey. SA_EMAIL=emailAddress (licensed only) contains the 's email address for licensed installations. Enter a valid email address in place of emailAddress. SA_FIRST_NAME=firstName (licensed - optional) contains the 's first name. Enter the first name in place of firstName. SA_LAST_NAME=lastName (licensed - optional) contains the 's last name. Enter the last name in place of lastName. SA_PHONE_NUMBER=phoneNumber (licensed - optional) contains the 's phone number. Enter a valid phone number in place of phoneNumber. SA_PROXY_ADDRESS=proxyAddress (licensed - optional) contains the address of the proxy server the program should use to connect to the SolarWinds licensing server. If applicable, enter the proxy server's IP address or hostname in place of proxyAddress. SA_PROXY_PORT=proxyPort (licensed - optional) contains the port the program should use to connect to the proxy server. If applicable, enter the proxy port number in place of proxyPort. INSTALLSTANDALONE=1 installs the standalone version. Use 0 to install the centralized version. CENTRALSERVERHOSTNAME=centralServerHostName contains the DameWare Central Server's host name. CENTRALSERVERPORT=portNumber contains the port number to the DameWare Central Server. By default, this is 6133. CS=centralServer contains the name of a Central Server . CS=SWORD=centralServer contain the of the Central Server .

Installing MRC agents You can deploy the MRC client agent to a single computer as needed or you can deploy to multiple computers at once. If you want to deploy a single instance, you can deploy it to a remote computer in one of the following ways: l l l

Install the service on-demand Install the service from the MRC application Manually install the service

If you want to deploy to multiple computers, you can deploy it in one of the following ways: l l

Deploy your own MSI package Use DameWare Remote to install the service on a batch of remote systems

The Windows operating system requires location rights to install, remove, start, stop, or upgrade the MRC client agent service on remote systems.

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Chapter 2 Install the Service On-demand When MRC attempts to connect to a computer, it tries to connect through the client agent. If the client agent is not present on the remote computer, you are prompted to install the client agent. Notes: l

l

The remote operating system must have the File & Printer Sharing protocols and the File & Printer Sharing ports opened. You cannot downgrade version 8 of the MRC client agent service using this method. If you need to downgrade a remote system running version 8, remove the service first, and then install the lower-version service using this or any other installation method.

To install the client agent service on-demand: 1. 2. 3. 4. 5.

Logon to the MRC application. Open a remote connection dialog by clicking File > Connect. Enter the Host Name or IP Address and istrative credentials. Click Connect. When prompted to install the client agent service, click OK.

6. Click Install Options to enable any of the following options: l

Stop Service On Disconnect

l

Remove Service On Disconnect

l

Set Service Startup type to 'Manual' default is 'Automatic'

l

Include Configuration File (DWECS.reg)

l Copy FIPS Modules (approximately 9 MB) Install the Service from the MRC Application

You can push the client agent to a computer using an option in the MRC application console. Notes: l

l

The remote operating system must have the File & Printer Sharing protocols and the File & Printer Sharing ports opened. You cannot downgrade version 8 of the MRC client agent service using this method. If you need to downgrade a remote system running version 8, remove the service first, and then install the lower-version service using this or any other installation method.

To install the service from the MRC application: 1. Logon to the MRC application. 2. Click Install Service... from the File menu. 3. Enter the host name or IP address of the computer on which you want to install the service. 4. If you want to manually start the service each time a connection is opened, select Set Service Startup type to "Manual" default is "Automatic". 5. If you want to configure the settings of the MRC client agent service to copy to the remote system, click the Configure... button.

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Installing the Server 6. If you want to copy the DWRCS.reg file from the local system to the remote system with pre-configured MRC client agent service settings, select Include Configuration File (DWRCS.reg). This option is available after you have created configuration settings. 7. If you want to connect in FIPS Encryption Mode, select Copy FIPS Modules (approximately 9 MB). 8. Click OK. The MRC application deploys the service to the remote computer. Manually Install the Service To manually install the MRC client agent service: 1. Navigate to your DameWare MRC installation folder, usually located at C:\Program Files\SolarWinds\DameWare Mini Remote Control. 2. Copy the following files to a location or device you can access from the remote computer: l

DWRCWXL.dll

l

DWRCST.exe

l

DWRCSh.dll

l

DWRCSET.dll

l

DWRCS.exe

l

DWRCRSS.dll

l

DWRCK.dll

3. On the remote computer, create a new folder in the Windows directory called "dwrcs" (C:\Windows\dwrcs). 4. Place the copied files in the new folder. If you want to connect to the remote system in FIPS Mode, copy these additional files to C:\Windows\dwrcs on the remote system: l

ccme_base.dll

l

ccme_ecc.dll

l

ccme_eccaccel.dll

l

cryptocme2.dll

l

cryptocme2.sig

l

ccme_eccnistaccel.dll

l DWRCRSA.dll Deploy Custom MSI Packages

Install the client agent on your local machine, and then use the DameWare MSI Builder to build a custom MSI package for the MRC client agent service, including custom settings. You can then send the file to the remote system via your normal distribution process, such as group policies, or it from the remote system, and then execute the installer. This installation method also opens the necessary T port on the Windows Firewall when it starts up.

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Chapter 2 Note: Before you create your custom MSI package, you may want to pre-configure the client agent with host names, log settings, authentication choices, or other settings to deploy the custom configuration with the client agent. To build a custom MSI package for the MRC client agent service: 1. Install and configure the client agent on the computer with the MRC application. 2. Open the DameWare Mini Remote Control Package Builder: Start > All Programs > SolarWinds > DameWare Mini Remote Control > DameWare Mini Remote Control Client Agent MSI Builder. 3. Complete the following fields in the Package Builder dialog: l

l l

l

l

l

l

l

l

Profile: Select a pre-defined MSI package profile to populate the rest of the fields with your preferred settings. To save a new profile, complete the rest of the Package Builder dialog, enter a new name in the Profile box, and then click the save icon. Target O/S: The operating system on the target system(s). Include FIPS Modules: Includes the FIPS Modules in the MSI package. These files are required to run the client agent service in FIPS Encryption Mode. Install the mirror driver: Includes the MRC Mirror Driver in the MSI package Install the keyboard driver: Includes the MRC Virtual Keyboard Driver in the MSI package. Install the smart card driver: Includes the MRC Smart Card Driver in the MSI package. Client Agent Settings: Click the Client Agent icon to open the MRC client agent service settings dialog:

When you configure these settings through the Package Builder, the application saves the settings in the installer to deploy to one or more remote systems. Output Folder: Enter or browse to the folder you want to install the service to on the remote system(s).

4. Click Build MSI to build the MSI package and save it to the output folder, which is the DameWare installation folder by default. You can deploy the custom MSI package as you would any other MSI. Using DameWare Remote to Install the Service on a Batch of Remote Systems DameWare Remote (DRS) includes a Services view, which you can use to install or the MRC client agent service on one or more remote systems.

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Installing the Server To install the MRC client agent service on remote systems using DRS: 1. Logon to the DRS application. 2. Open the Services view for the computer running DRS. 3. Add the target systems to the Batch pane at the bottom of the Services View. 4. Highlight the target systems in the Batch pane, and then select Batch Processing - DWMRC Service Install from the Service menu. 5. Complete the following fields on the DameWare Mini Remote Control Service Installation - Batch dialog: l

l

l

l

l

Include Configuration File (DWRCS.reg): Copies the DWRCS.reg file from the local system to the remote system with pre-configured MRC client agent service settings. Configure: Click this button to configure the settings of the MRC client agent service to copy to the remote system if enabled. Set Service Startup type to "Manual" default is "Automatic": Select this option to change the client agent service startup type to Manual. Start Service after installation: Select this option to start the MRC client agent service after installation. Copy FIPS Modules (approximately 9 MB): Copies the Federal Information Processing Standard (FIPS) modules to the remote system when installing the MRC client agent service.

6. Click OK.

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Chapter 3

Logging on to the Console The istration Console allows you to manage your DameWare Server installation, including managing licenses and the Global Host List. Logon to the istration Console to manage the DameWare Central Server, the DameWare Internet Proxy, or the DameWare Mobile Gateway. If both the Central Server and the Mobile Gateway components are running on the same computer, connect the istration Console to that computer. If the components run on different computers, use the IP address or host name of the computer with the server component you want to ister. For example, if the DameWare Mobile Gateway is installed on 198.162.1.25 and the DameWare Central Server is installed on 198.162.2.50, enter 198.162.2.50 in the Server IP/Host Name field to connect the istration Console to the DameWare Central Server. However, if both are installed on 192.168.3.75, enter that IP address to connect to both.

Connecting to the Central Server or Mobile Gateway The istration Console can be installed on any computer on your network that is capable of connecting to the computer(s) with DameWare Central Server and DameWare Mobile Gateway installed. To connect to one of the DameWare Server components, you must have the following information:

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Chapter 3

l l

l

DameWare credentials The DameWare Central Server and/or DameWare Mobile Gateway IP address or host name The DameWare service port number (default is 6133)

DameWare credentials refer to DameWare specific s that are independent of your other credentials. The default name is and the default is . If your DameWare does not have privileges, you cannot logon to the Console. If you have deployed the DameWare Mobile Gateway on a different computer than the DameWare Central Server, you must use connection details for the computer with the DameWare Mobile Gateway to connect to the DMG. To connect to the DameWare Central Server or DameWare Mobile Gateway: 1. Open the istration Console by navigating to Start > Programs > SolarWinds > DameWare Server > DameWare Server istration Console. 2. On the details tab, enter your DameWare credentials. 3. If you do not want to enter your credentials each time, select credentials. 4. Navigate to the Advanced settings tab. 5. Enter the DameWare Central Server or DameWare Mobile Gateway IP address or host name. 6. Enter the port number. The default port number is 6133. This correlates to the Service Port number in the Configuration Wizard. 7. If you do not want to enter the server information each time, click Save as default. Note: When you click Reset to default, the last server's information that you have saved populates the fields. 8. Click Connect to server.

Default s DameWare Central Server establishes two default s on your Central Server and/or Mobile Gateway - the and s. These s can be disabled or enabled, and you can change the for both s. Use the to ister the DameWare Central Server with the istration Console and perform tasks such as: l l l l

creation session management management Global Host List management

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Logging on to the Console This does not count toward your license count and cannot be used in DRS, MRC, or Mobile Client. Use the default to to the Central Server from DRS or MRC. This has the DRS & MRC license type, which allows to access both DRS and MRC. counts toward your license count and is editable.

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Chapter 4

Managing s s are fundamental to DameWare Server. Each person must have an enabled on the Central Server or Mobile Gateway. You can manually add s or import them. Each enabled counts towards your license count. DameWare s are independent of your AD s. Permissions for interacting with remote computers depend on the credentials the enters on the remote computer when connecting with the MRC agent except when connecting using an Internet Session. Technicians initiating Internet Sessions connect with istrative credentials. Use the following topics to learn more: l l l l l l l

Adding s Disabling and Enabling s Importing s Editing s Deleting s Licensing s Permissions

Adding s A must be created before you can connect to DRS, MRC, or the Mobile Gateway. The DameWare Central Server and Mobile Gateway s are separate from active directory s and are separate from each other. For example, a technician may be authorized to use MRC from the Central Server, but unless the technician also has a DameWare Mobile Gateway , the technician cannot connect to the DameWare Mobile Gateway and remotely manage computers from a mobile device.

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Chapter 4 Only enabled s can connect, and each enabled counts toward your licensed count. To add a : 1. 2. 3. 4. 5.

In the istration Console, select either Central Server or Mobile Gateway. Click s. In the action toolbar, click the Add button. Enter an optional description. Click Add New .

Disabling and Enabling s Only enabled s can to the gateway. Enabled s also count toward the number of licensed s. Disabled do not count toward the number of licensed s and cannot logon to the DRS or MRC applications or the Mobile Gateway. Note: Sessions opened before an is disabled remain open until the session times out or is closed by the or a DameWare . To disable an : 1. Select an enabled . 2. Click Disable. To enable an : 1. Select a disabled . 2. Click Enable. You can select multiple s at a time.

Importing s You can import s directly from Active Directory or from a CSV file. AD Import You can import s from Active Directory as Central Server s. This functionality is not available for DameWare Mobile Gateway s. Note: Importing from AD can take up to an hour depending on how large the imported groups are. To import from AD: 1. Navigate to Central Server > s. 2. Click AD Import. 3. Click Browse to open the Active Directory Import Wizard, and select a group. 4. If you want to import a local work group,

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Managing s 1. Select Local workgroup, and click Next. 2. Select which groups you want to import. 3. Click Select. 5. If you want to import a group from a domain controller, 1. Select Custom domain controller. 2. Enter credentials that have read only or istrative access to Active Directory. 3. Enter the IP address or FQDN of the domain controller. 4. Click Next. 5. Select which groups you want to import. 6. Click Select. 6. In the field, enter a default for all imported s. Note: s are prompted to change this when they first connect to the server. 7. Click Import. 8. Click OK to confirm the number of s to be imported. 9. Click OK to import. s are imported as disabled s. CSV Import DameWare provides a template to indicate how the data should be formatted in your CSV file. To the template: 1. Navigate to Central Server > s or to Gateway > s. 2. On the actions toolbar, click CSV Import. 3. Click template file. 4. Save the file to your computer or other device. Note: You must keep the header from the template. To import s: 1. Navigate to Central Server > s or to Gateway > s. 2. On the actions toolbar, click CSV Import. 3. Click Browse and select the CSV file.

Editing s After s have been entered into the Central Server or Mobile Gateway, you can edit their s by selecting the and clicking Edit in the action bar.

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Chapter 4 While any field in the can be edited, you will most likely be changing the . You can change the s by selecting the and clicking Change .

Deleting s You can delete a to free a license seat or you can disable a . DameWare recommends deleting s of s who are no longer employed by your organization. To delete a : 1. In the istration Console, navigate to Central Server > s or Mobile Gateway > s. 2. Select a . 3. In the action toolbar, click Delete. You can delete multiple s by selecting multiple s before clicking the Delete button.

Licensing DRS or MRC s DameWare Central Server s are each assigned their own license and can logon to multiple DRS or MRC consoles without needing to activate a new license on each computer. The DameWare Central Server handles the product activation for DRS and MRC. Central Server s create s and assign licenses to them. s can then authenticate through the DameWare Central Server and logon to any DRS or MRC console in Centralized mode. DameWare Central Server has two license types - DRS and MRC. The DRS license type corresponds to a DRS license and allows s to access both DRS and MRC. The MRC license type corresponds to an MRC license and allows s to access MRC. The MRC license type cannot use the Internet Session feature. When you edit or create a new , your available license count is displayed. This is the number of unassigned licenses you have. If you need more licenses, your sales representative for purchasing options.

DameWare Central Server Permissions s with privileges have all rights and privileges in the DameWare Central Server and DameWare Mobile Gateway. s have full privileges to manage s and sessions and to modify the DameWare Central Server, DameWare Internet Proxy, or DameWare Mobile Gateway settings. You cannot restrict or reduce privileges.

- 31 -

Managing s The default does not consume a license because it is not licensed to use DRS, MRC, or the DameWare Mobile Client. Other s with privileges enabled do consume a license can be used to logon to DRS, MRC, or the Mobile Client. Enabling privileges grants a istrative privileges within the DameWare Central Server or DameWare Mobile Gateway. These privileges do not override privileges that come from your directory service or from local rights on a computer. istrative privileges for the Central Server and the Mobile Gateway are marked separately in each component's s section.

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Chapter 5

Managing Sessions Sessions are active connections between a server component and a client application or agent. Sessions are open until terminated by the , by a DameWare , or if they are idle for too long. s can have multiple sessions open at a time. DameWare Server has three session types. Server Sessions s create server sessions when they authenticate through the Central Server to logon to the DRS or MRC applications. Internet Proxy Sessions When a initiates an Internet Session, they create a session in the DameWare Internet Proxy. Gateway Sessions Gateway sessions are the connections between the Mobile Gateway and an MRC agent. You can see the number of sessions open to remote computers, view session details, and terminate sessions. Use the following topics to learn more: l l

View Session Details Terminating Sessions

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Chapter 5

View Session Details You can view session details, such as who opened it, how long it has been open, and the connected host. Session details vary depending on which type of session you view. Note: You cannot view Central Server session details. To view session details: 1. Click Sessions. 2. Select a session. 3. Click Details.

Terminating Sessions Sessions are closed in one of three ways: l l l

Manually by a Manually by a Automatically by the server or gateway

Manually by a s close their own sessions when they disconnect from DRS, MRC, an Internet Session, or from an agent. Manually by an An can terminate any session by selecting a session and clicking Terminate. Automatically by the server or gateway Inactive sessions are kept open for a configurable amount of time. s can modify the session timeout in the Settings section.

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Chapter 6

Managing the Global Host List The Global Host List is the host list that is available to all centralized DRS and MRC s and to s connecting to the Mobile Gateway with version 11 of the Mobile Client. This list is created by the DameWare Server in the istration Console. Non-DameWare s cannot edit the Global Host List. Use the following topics to learn more about the Global Host List: l

Creating the Global Host List

l

Importing to the Global Host List

l

Editing the Global Host List

Creating the Global Host List The Global Host List is the host list that is available to all DRS and MRC s and to s connecting to the Mobile Gateway with version 11 of the Mobile Client. This list is created by the DameWare Server in the istration Console. Non-DameWare s cannot edit the Global Host List. You can manually enter hosts into the Global Host List or you can import hosts from a CSV, DWHL, or XML file or from AD. See Importing to the Global Host List for more information. Only DameWare Server s can modify the Global Host List. To add a host to the Global Host List: 1. 2. 3. 4. 5. 6.

In the istration Console, select Central Server. Click Global Hosts. In the action toolbar, click the Add Host button. Enter the host name or IP address. Select the Protocol Type. Click Add Host.

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Chapter 6 To add a folder to the Global Host List: 1. 2. 3. 4. 5. 6.

In the istration Console, select Central Server. Click Global Hosts. Select the base folder in which you want to add another folder. In the action toolbar, click the Add Folder button. Enter the folder name. Click Add New Folder.

Importing to the Global Host List A Global Host List allows all DameWare technicians to access a common host list. A Central Server creates a Global Host List on the Central Server, and this list is displayed when a technician logs in to DRS or MRC in centralized mode. Global Host Lists can only be edited in the istration Console. You can import using Active Directory groups or using a file. AD Import You can import hosts from Active Directory to populate your Global Host List. Note: Importing from AD can take up to an hour depending on how large the imported groups are. To import from AD: 1. Navigate to Central Server > Global Hosts. 2. Click AD Import. 3. Click Browse to open the Active Directory Import Wizard, and select a group. 4. If you want to import a local work group, 1. Select Local workgroup, and click Next. 2. Select which groups you want to import. 3. Click Select. 5. If you want to import a group from a domain controller, 1. Select Custom domain controller. 2. Enter credentials that have read only or istrative access to Active Directory. 3. Enter the IP address or FQDN of the domain controller. 4. Click Next. 5. Select which groups you want to import. 6. Click Select. 6. Click Import. 7. When prompted with the number of hosts to import, click Yes. File Import You can import XML, CVS, and DWHL files.

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Managing the Global Host List To import a host list: 1. 2. 3. 4.

Under Central Server, click Global Hosts. On the actions toolbar, click Import from File. Click Browse, and select the host list file. Click Import.

Editing the Global Host List To edit an entry in the Global Host List: 1. 2. 3. 4. 5. 6.

In the istration Console, select Central Server. Click Global Hosts. Select a host. Click Edit Host in the Action bar. Modify the host entry. Click Save Changes.

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Chapter 7

Managing Internet Sessions You can connect to s outside of your network by opening an Internet Session. This feature is only available with the Centralized version of DameWare Mini Remote Control(version 11.0 or later). To enable this feature you must configure the DameWare Internet Proxy and also open a port in your organization's firewall to allow connections between the MRC application and the MRC client agent on the computer outside of your internal network. Use the following topics to learn more about Internet Sessions: l l l l l l

Limitations to Internet Sessions Internet Session Troubleshooting Guide Internet Session States Internet Session Link What is an Internet Session ing an Internet Session

Limitations to Internet Sessions While the Internet Session uses the MRC agent, due to the way it communicates, it cannot use all of the features provided with the agent. Notes: l

l

You cannot connect to an MRC client agent that is connected to the Internet through a proxy. You cannot connect to the computer running the MRC client agent on Windows XP using RDP to an Internet Session.

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Chapter 7 The following is a list of frequently used MRC features that you cannot use in an Internet Session. l

Technician credentials/authentication

l

Simple File Transfer

l

Alternative connection protocols (RDP, VNC, AMT KVM)

l

Ping

l

Install, upgrade, or downgrade the MRC client agent

l

Lock Remote Keyboard and Mouse

l

Wake on LAN

The following table is a list of all MRC agent features the Internet Session s. Tab

Setting

Notes

General

Session

Cannot connect to an agent with Shared Secret enabled.

Absolute Timeout Additional Settings

Notify Dialog

Show Tray Icon

If this is disabled, s cannot manually a session.

Only Allow Connection When at the Logon Desktop

Enabling this setting prevents Internet Session connections.

Notify on Connection Notify Dialog Timeout Play Sound on Notify Notify on Disconnection Notify Dialog Caption Notify Dialog Text 1 Notify Dialog Text 2 - Remote Control

Internet Session Troubleshooting Guide If you cannot successfully connect to another with an Internet Session, please check the following. Did you close the connection dialog? The connection dialog must remain open while you wait for the End to connect to the Internet Session. If it is closed, the Internet Session also closes.

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Managing Internet Sessions Are the DameWare Central Server and the DameWare Internet Proxy successfully paired? Open the Configuration Wizard on both the computer with the Central Server running and the one with the DameWare Internet Proxy running. Ensure that the component pairing from the Internet Proxy matches the component pairing entered in the Configuration Wizard on the Central Server. See Component Pairing for more information. Are the ports you use for the Internet Proxy open? Ensure that the ports used for communication are open on the computer running DameWare Central Server and the DameWare Internet Proxy. Also ensure that the appropriate ports are open on your outward facing firewall and router. See Modifying Your Firewall or Router for more information. Are the DameWare communication ports open on your DMZ? If you have installed the DameWare Internet Proxy in your DMZ, you must open the DameWare communication ports on your firewall or router. See Port Requirements or Modifying Your Firewall or Router for more information. Can you access the DameWare Internet Proxy from the Internet? Open the Configuration Wizard on the computer with the DameWare Internet Proxy running. Click Next, and then click Advanced Configuration. Under DameWare Internet Proxy click Edit Details, and then click the Test connection button. If the test fails, try one of the following: l

l

l

l

l

If you have changed any settings, click Save in the Internet Proxy Connection details screen. Try to connect to the agent page from both the internal network and the external network, located at https:// /dwnl/ where is your Internet Session URL, including the custom path. If you cannot connect to the agent page, try one of the other solutions on this page. Open a command prompt and use tracert to see if the DameWare Internet Proxy IP address or host name is accessible from outside your internal network. Open a command prompt and use netstate -a to see if another program is listening to the DameWare Internet Proxy port. See if another web server is bound to the port number.

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Chapter 7

Internet Session States An Internet Session enters three states during its life cycle. You can view Internet Session States in the Console by navigating to Internet Proxy > Sessions. Select a specific Internet Session by sorting by Name (the technician who initiates the Internet Session) or Session ID. Session Created The Internet Session enters this state immediately after a technician initiates an Internet Session. The Internet Session stays in this state until it connects to the DameWare Internet Proxy. MRC Console Connected The Internet Session enters this state when it has connected to the DameWare Internet Proxy and the End has yet to connect to the Internet Session. Live Session The Internet Session enters this state when the End connects to the DameWare Internet Proxy using the Internet Session link. In this state, the technician can control the End 's computer and provide assistance.

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Chapter 8

Managing Server Components Changing the Idle Time for DRS and MRC s DRS and MRC s can only be idle for a set amount of time before the DameWare Central Server closes their server session and they are logged off of the DRS or MRC applications. By default, the session idle time is set to 5 hours. To modify the idle time: 1. Navigate to Central Server > Settings. 2. Select Session expires in (hours). 3. Click Edit in the Action bar. 4. Enter the idle time in hours. s can be idle from 1-24 hours. 5. Click OK.

Communication Forwarding The Internet Proxy communication type setting allows you to choose to use port forwarding between MRC applications and the DameWare Internet Proxy. Using port forwarding allows technicians to have transparent access to the DameWare Internet Proxy. Forward through the Central Server (default) Select this option to use the Central Server to forward MRC T requests from MRC installations to the DameWare Internet Proxy. You must enter a port number in the Proxy listening port field. Any communications directed to that port will be forwarded to the DameWare Internet Proxy. The default port number is 6132.

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Chapter 8 Forwarding off Select this option if you do not want to use port forwarding from your MRC installations to the DameWare Internet Proxy. The application will communicate directly with the DameWare Internet Proxy. No additional set up is necessary. Forward through a custom Router Select this option if you want to use a router to forward MRC T requests from your MRC installations to the DameWare Internet Proxy. The router must be configured to forward communication requests to the DameWare Internet Proxy. This is a separate step that must occur on the router. Additionally, you must enter the IP address or host name of the router and the port number you have designated on the router for DameWare Internet Proxy requests. To modify the communication forwarding type: 1. Navigate to Internet Proxy > Settings. 2. Select Internet Proxy communication type. 3. Click Edit in the Action bar. 4. Select the forwarding type. a. If you select Forward through the Central Server (default), enter the proxy listening port number. b. If you select Forward through a custom Router, enter the router IP address or host name and the proxy listening port. 5. Click OK. 6. Open the Configuration Wizard and select Advanced Configuration. 7. Turn the Internet Proxy off and then on. 8. Click Next, and then click Finish.

Changing the Number of Concurrent Internet Sessions The number of concurrent Internet Sessions the DameWare Internet Proxy can is based on the hardware capacity of the computer on which the DameWare Internet Proxy is installed. By default, using the minimum system requirements as a base, the DameWare Internet Proxy can at least 100 concurrent Internet Sessions. To modify the number of concurrent Internet Sessions: 1. Navigate to Internet Proxy > Settings. 2. Select The maximum number of concurrent Internet Proxy connections. 3. Click Edit in the Action bar. 4. Enter the maximum number of concurrent Internet Sessions. 5. Click OK.

Modifying the Internet Session Base URL 1. Navigate to Internet Proxy > Settings. 2. Select The base URL for Internet sessions.

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Managing Server Components 3. Click Edit in the Action bar. 4. Enter the Internet Session base URL. 5. Click OK.

Changing the Number of Concurrent Mobile Client Sessions The Mobile Gateway can up to 100 concurrent mobile sessions at a time. Changes to this setting takes effect immediately. If you reduce the number of concurrent sessions and the current number of active sessions are greater than your new limit, the sessions are not prematurely closed. No new sessions are created until the number of concurrent sessions is less than your new limit. To edit the number of concurrent mobile client sessions: 1. Navigate to Gateway > Settings. 2. Select The maximum number of concurrent mobile client sessions. 3. Click Edit in the Action bar. 4. Enter the maximum number of concurrent mobile client sessions. DameWare s 5-250 concurrent sessions. 5. Click OK.

Changing the Idle Time for Mobile Clients This setting controls how long a session can be idle before it is closed. The minimum is one minute. DameWare recommends shorter idle times. Changes to this setting take effect immediately. 1. Navigate to Gateway > Settings. 2. Select Session is terminated after number of minutes in idle state. 3. Click Edit in the Action bar. 4. Enter the idle time in minutes. The minimum is one minute. 5. Click OK.

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Chapter 9

Appendix Matching Component Version Numbers DameWare Server component version numbers must all match to ensure that all components can communicate successfully with each other. If there is a version mismatch, reinstall the mismatched component to the correct version number, and run the Configuration Wizard again. To determine the version number: 1. Logon to the computer with the DameWare Server component. 2. Navigate to Control > Programs. If necessary, select Uninstall a Program. 3. Find the DameWare component in the Installed Programs list. You may need to scroll to the right to find the version number.

IPv6 and the DameWare Internet Proxy DameWare uses the netsh tool to establish port forwarding through the DameWare Central Server between your MRC application and the DameWare Internet Proxy. This port forwarding is used for Internet Sessions. You are prompted to install the IPv6 protocol when it is not present on the computer on which you have installed the DameWare Central Server. This usually occurs on the Windows XP or Windows Server 2003 operating systems. If you install the IPv6 protocol, it is installed on the machine running DameWare Central Server. The Internet Proxy communication type is set to Forward through the Central Server in the istration Console. You can change the port number (the default is 6132) in the DameWare Server Configuration Wizard by modifying the Communication port number. You can also change it in the Internet Proxy Settings

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Chapter 9 page of the istration Console by editing the Proxy listening port in the Internet Proxy communication type setting. If you decide to not install the IPv6 protocol, each MRC application communicates directly to the DameWare Internet Proxy instead of using port forwarding through the Central Server.

Common Error Messages The following is a list of common errors encountered when installing DameWare and potential solutions to those errors. These errors are generally related to some type of system or network configuration issue within a network environment and can usually be duplicated outside of DameWare software. Error Codes

Error

System Error: 5

The credentials for the remote computer were rejected

System Error: 51

Windows cannot find the network path

System Error: 53

Cannot connect to the remote computer

Potential Solutions l

l

The must have sufficient rights to logon locally to the remote computer. If the remote computer runs Windows XP Home edition, you must manually install the client agent.

that the network path is correct and the target computer is turned on

l

l

l

Ensure that File & Network sharing is enabled and the ports are open. Check that the operating system is configured for Names Resolution. Enable NetBios.

System Error: 1300

Not all privileges or groups referenced are assigned to the caller

This is frequently related to Access Control or the Windows Firewall. Run the installer as an or to the computer with the or Domain ister .

System Error: 1603

A fatal error occurred during installation

If you have uninstalled DameWare and try to reinstall it, you may need to remove the registry keys.

System Error: 1707

The network address is invalid

This is related to the Novell Network Client. Try to connect with the host name or deploy the client agent with the MSI builder.

System Error: 1814

The specified resource name cannot be found in the image file

Some or all of the operating system's Standard Performance Indexes (counters) are either missing or corrupt. See KB 300092 for more information.

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Appendix

Error Codes

Error

Potential Solutions

Winsock Connect Error: 10050

Cannot establish a connection to the remote computer

Ensure that the network is up, that you can access the remote computer, and that the firewall has not blocked the connection.


The connection was forcibly closed by the remote computer

This can be caused if the application has stopped, the remote computer rebooted, the remote computer uses a hard close, or keepalive activity.


Connection timed out

This may be due to a firewall configuration issue, a names resolution issue, or a network routing issue.


The remote computer actively refused the connection

l

l

l

Reset the T port on both local and remote computers. Ensure that the default T port is the same on both local and remote computers. Ensure that no other program is using the T port.


Host not found

The host name could not be found in the database queried. Check that you can access the host with the name or use the IP address


Could not resolve the host name

Check your DNS table or use the IP address instead

For more information on common errors, see KB 300005.

Internet Session Licenses Internet Session allow technicians on your internal network to access computers that are on a public network. The Internet Session feature is included with the Centralized Remote license and depends on the installation and configuration of the DameWare Central Server and the DameWare Internet Proxy. Any DRS s established on the DameWare Central Server is licensed to create multiple Internet Sessions when the DameWare Internet Proxy is configured. Note: Only s with a DRS license can access the Internet Session feature.

Mobile Client Compatibility Version 10 Mobile Clients can access version 11 of the Mobile Gateway without upgrading. However, v10 clients cannot access the Global Host List you create in the DameWare Central Server.

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Chapter 9 Version 11 Mobile Clients can access version 10 of the Mobile Gateway, but will see the Global Host List tab. When accessed, the Mobile Gateway returns an error since the Global Host List is not ed on v10.

Internet Sessions for End s Internet Session Link Use the Internet Session Link to connect to a technician from your organization. The technician must send you the link information. This is generally accomplished using email or an instant message, though other communication methods can be used. Internet Session Links usually look like the following: l

https://domain.com:443/dwnl/?3285798686

l

https://domain.com:443/InternetHelp/dwnl/?3285798686

The bolded sections change based on your organization. You can click on the link to the Internet Session, or you can the session manually. If you want to the Internet Session manually, you must have an MRC client agent already installed on your computer. If you do not, you are prompted to install an Internet Session agent when you click on the link. To the session manually: 1. Copy the Internet Session Link. 2. Open your MRC agent. 3. Select Session. 4. Paste the Internet Session link into the prompt. 5. Click Session. Notes: l

l

You may receive a security exception when you activate the link. Before accepting, ensure that the Internet Session Link is from your organization. Depending on your browser, you may be prompted to allow the website to run the DameWare product.

What is an Internet Session An Internet Session allows technicians working from within your organization's network to help those outside your internal network. Internet Sessions must be initiated by the technician within your network. The technician sends an Internet Session Link to the person outside the network. When the person s the Internet Session, the technician can access the computer and provide help.

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Appendix If your computer has an MRC agent installed on it, certain settings may hinder your ability to an Internet Session. To check your settings, right-click the agent icon in your notification area and select Settings. The following settings can negatively affect the Internet Session: l

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Absolute Timeout (General Tab) - This controls how long the MRC agent allows connections. Shared Secret (Click Session in the General Tab) - If enabled, you will not be able to Internet Sessions. Show Tray Icon (Additional Settings) - If disabled, you cannot Internet Sessions manually. Only allow connection when at Logon Desktop (Additional Settings) - If enabled, you cannot Internet Sessions.

ing an Internet Session The easiest way to an Internet Session is to click on the Internet Session link when the MRC client agent is already installed on your computer. You will be automatically connected to the Internet Session. The MRC client agent is a software component deployed to remote computers to allow the MRC application to control them. If you do not have an MRC client agent installed on your computer, click on the Internet Session link to and run the Internet Session agent which lets you the Internet Session. The Internet Session agent is a single-use agent that must be ed each time you an Internet Session. Notes: l

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If you connect to the Internet using a proxy service, you will not be able to an Internet Session. You may encounter website security errors when attempting to the Internet Session agent. After ensuring that the link is from your organization, you can follow the instructions in this Microsoft KB article to resolve the issue.

Use the links below to view browser specific instructions: l l l

Internet Explorer Firefox Chrome

ing an Internet Session in Internet Explorer 1. Click the Internet Session link. You may be prompted with the following Security Warning Dialog. l

If you are sure the Internet Session link is from an authorized technician in your organization, click No to the DameWare Internet Session Agent.

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Chapter 9

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If you click Yes, the Internet Session Agent will not to your computer, and you will not be able to connect to the Internet Session.

2. Double-click the file to open it. You can it again if necessary. 3. Run the DameWareInternetSession.exe file. 4. If prompted, confirm that you want to run the DameWare Internet Session Agent. 5. When the connection is complete, you are prompted to Accept or Decline the connection. l

Click Accept to complete the connection.

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Click Decline to end the connection.

ing an Internet Session in Firefox 1. Click the Internet Session link. You may be prompted with the following Security Warning Dialog. l

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If you are sure the Internet Session link is from an authorized technician in your organization, click No to the DameWare Internet Session Agent. If you click Yes, the Internet Session Agent will not to your computer, and you will not be able to connect to the Internet Session.

2. Click the button in the right, top corner next to the address bar, and click the file to open it. 3. When prompted to open the DameWareInternetSession.exe file, click Run. 4. When prompted to launch the DameWareInternetSession.exe file, select DameWare products, and click OK. 5. When the connection is complete, you are prompted to Accept or Decline the connection. l


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ing an Internet Session in Chrome 1. Click the Internet Session link. You may be prompted with the following Security Warning Dialog. l

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If you are sure the Internet Session link is from an authorized technician in your organization, click No to the DameWare Internet Session Agent. If you click Yes, the Internet Session Agent will not to your computer, and you will not be able to connect to the Internet Session.

2. You may be prompted with an External Protocol Request dialog to launch the Internet Session Agent. Click Launch Application. If you click Do Nothing, the Internet Session Agent will not to your computer. 3. Double-click the file to open it. 4. When prompted to open the DameWareInternetSession.exe file, click Run. 5. When prompted again to run the DameWareInternetSession.exe file, click Run. 6. Confirm the Internet Session when prompted. 7. When the connection is complete, you are prompted to Accept or Decline the

- 50 -

Appendix connection. l


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- 51 -

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