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Technical Note #30: Remote Technical Support Using Pcanywhere

This document provides instructions for configuring Symantec's PCAnywhere remote support software on customer sites running the GE Power Management Control System (PMCS) Intouch software version 6.0b or earlier. It describes installing and configuring PCAnywhere on the customer "host" PC, adding a caller account for GE support staff, and testing the remote connection. The goal is to enable GE support staff to remotely access customer systems running older versions of Intouch in order to provide technical support.

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57 views

Technical Note #30: Remote Technical Support Using Pcanywhere

This document provides instructions for configuring Symantec's PCAnywhere remote support software on customer sites running the GE Power Management Control System (PMCS) Intouch software version 6.0b or earlier. It describes installing and configuring PCAnywhere on the customer "host" PC, adding a caller account for GE support staff, and testing the remote connection. The goal is to enable GE support staff to remotely access customer systems running older versions of Intouch in order to provide technical support.

Uploaded by

brunotaves
Copyright
© © All Rights Reserved
Available Formats
Download as PDF, TXT or read online on Scribd
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GE PMCS Tech note# 30 http://genet.edc.ge.com/systems/Technote/note30.

htm

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Technical Note #30


GE Power
Management Control
System Remote Technical Support Using PCAnywhere
Description
Subject: Configuring a Host (customer site) for Remote Technical Support.
Software
IMPORTANT! PCAnywhere can only be used with Intouch versions 6.0b or earlier.
Hardware
In addition it can only be used in applications where the Intouch keyboard filter is
Operation not being used. If PCAnywhere is installed into a PC that has the Intouch keyboard
Product Support filter driver installed there is a very good possibility that the PC will go into a
Operator Interfaces permanent "blue screen" at the next reboot. The only fix for this is to use the NT
F A Q’s Emergency Repair Disk and the NT install disks.
App Notes
For Intouch versions 7.0 and later or applications which use the Intouch keyboard
Download Area
filter driver see Application note 52: Remote technical support using Carbon Copy
Manuals
Useful Applies To: All customers’ PCs with Intouch 6.0b and earlier or apps not using the
Information Intouch keyboard filter driver
Glossary of Terms
Useful Links Recommendation:
Search Tech support Install and configure the host version of Symantec’s pcAnywhere32
We want to hear v.7.5 on all PMCS hosts and view nodes. For convenience, purchase
from you! all new machines with pre-installed internal modems. The modems
Service and Support must be compatible with NT3.51, NT4.0, and pcAnywhere32.
locations around the world .
..
Supported Modems:

To receive a list of modems that are supported by pcAnywhere32, call


Symantec’s Automated Fax System at (541)984-2490. Press "2" for
Technical Application Notes. The Application note is "5301".

Add a pcAnywhere Host:

Click Be a Host PC from toolbar, select File, select New

Connection Info -

Keep the defaults. The modem that you selected upon initial launch
will be the default modem. However, under Details, check that the
Speed is set to the fastest speed your modem supports.

Settings -

x Minimize host when waiting for a call (check this if using a


dedicated line)
x Run as a service

Callers -

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GE PMCS Tech note# 30 http://genet.edc.ge.com/systems/Technote/note30.htm

x Specify individual caller privileges


double-click Add Caller icon
caller name "GE"
caller’s login name "GE"
caller’s password "EDC"

right click on the GE icon, select Properties

Settings - Keep the defaults.

Callback - Keep the defaults (nothing checked).

Advanced - x Superuser

Protect Item - password "EDC" x Required to modify properties

Security Options - keep defaults

Protect Item -

password "EDC" x Required to modify properties

Right click New Host icon. Rename to "GE Host"

NT Com Port Settings:

Main / Control Panel / Ports

Baud Rate = (fastest speed your modem supports)


Data Bits = 8
Parity = None
Stop Bits = 1
Flow Control = None

Additional Information Needed:

Window’s computer name


NT Administrator password
telephone number

Test Functionality:

Reboot computer, login to NT, and verify that a "pcANYWHERE


Waiting…" icon appears in a minimized state. Contact Plainville's
QMI group and supply them with the Additional Information Needed.
The QMI group will connect to the computer and provide
confirmation of a successful remote connection.

Keywords:

PCAnywhere; Remote

Related Notes:

Please use your PCAnywhere User's Guide for any additional


reference information.

Last Revised 2/5/97

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