RapidSupport Documentation

Contents

Getting Started

Remote Controlling a Client PC

Sending a Message to Client

Gathering System Info from a Client PC

Writing to Client's Screen

Broadcast Message

Operator Availability

CTRL-ALT-DELETE in Unattended Mode

Printing

Clipboard

File Transfer

 

Getting started

You will have received your login details via email when you subscribed to our service along with instructions for logging in and configuring your account.

You will need to create at least one operator sub-account before you can log into RapidSupport Console.

  • Log into https://www.rapidsupport.net/pages/account.php
  • Create a new operator for yourself
  • Upload a logo (optional)
  • Compile and download the Support Client
  • Download the Support Console from https://www.rapidsupport.net/pages/download.php
  • Unzip and run the Support Console (log in with your account and operator credentials)
  • Run the Support Client on one or more client PCs and click "Allow Control"
  • You should now see the client come online in the Support Console. Right-click on a client for options.

 

Remote Controlling a Client PC

In the RapidSupport Console:

  • Select a client from the list of active clients
  • Right-click for options
  • Select Control

 

Sending a Message to Client

In the RapidSupport Console:

  • Select a client from the list of active clients
  • Right-click for options
  • Select Send Message

 

Alternatively simply double-click on the client in the list.

If no operator has been assigned to the client you will be asked to assign an operator before you can send or respond to a message. Assigning an operator ensures that any replies from the client go to the correct operator.

Gathering System Info from Client PC

In the RapidSupport Console:

  • Select a client from the list of active clients
  • Right-click for options
  • Select System Info

 

System information will be displayed when the command has finished executing on the client's PC. This may take a minute or two. 

Writing to Client's Screen

You can stick a 'PostIt Note' onto the client's screen as follows. This is an experimental feature.

In the RapidSupport Console:

  • Select a client from the list of active clients
  • Right-click for options
  • select Write to Client's Screen

 

Broadcast Message (Announcement)

This message is displayed to all clients and can be used to provide additional contact details or instructions to your customers.

In the RapidSupport Console:

  • Edit the broadcast message in the Global Settings section and click Update

 

Operator Availability

Operators can configure whether or not they are available for support. When no operators are available customers will be notified that support is currently unavailable.

In the RapidSupport Console:

  • Set your availabilty in the Operator Settings section

 

CTRL-ALT-DELETE in unattended mode (running as a service)

This only applies when RapidSupport is installed as a service to allow controlling of unattended computers. Note the service feature is currently experimental.

To send CTRL-ALT-DELETE during logon click the appropriate icon at the top left of the remote control window. This may not work on Windows Vista, Windows 7 or Windows Server 2008 computers without first adjusting Secure Attention Sequence settings via group policy.

Editing group policy to allow unattended logon:

  • Go to "Start menu" > "Run" > gpedit.msc
  • Navigate to "Computer Configuration" > "Administrative Templates" > "Windows Components" > "Windows Logon Options"
  • Double-click on the "Disable or enable software Secure Attention Sequence" parameter.
  • Check "Enable", then select "Services" in the combobox.
  • Apply the change

 

Printing

You are able to print as usual to any printer which is available on the remote PC to which you are connected.

If you wish to print to a local printer (at the RapidSupport Console end) you must first install a printer driver such as PDF Creator on the remote PC. You can then print to PDF files which you are able to transfer to your own PC for printing.

 

Clipboard

When remote controlling a PC you are normally able to use the windows clipboard to copy and paste between applications (eg. MS Word, Excel etc), on both the remote and local PCs. Simply copy or cut and paste as normal using the following keyboard shortcuts:

CTRL-C (copy)

CTRL-X (cut)

CTRL-V (paste)

 

File Transfer

To transfer files you must use the file transfer button at the top of the remote control window.

Remember that it may take some time for files and data to copy between the local and remote PCs because this data will need to travel over your internet connection. It is recommended that you only attempt to transfer small files.

 

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