C lient User Interface - an overview of the C lient user interface of T e c h in lin e R e m o te De s k to p. Launching the Service - instructions on how to launch T e c h in lin e R e m o te De s k to p as the C lient. Sending the C lient ID - instructions on how to send the C lient ID to the Expert to join a session. Disconnecting from the Support Session - instructions on how to disconnect from the session.

Support Session - instructions on how to allow the Expert to view and control your desktop and reboot your computer, how to view and control the Experts's remote desktop, transfer folders/files/text, and chat to the Expert. Terms of Services - a legal agreement between you and T e c h in lin e for use of the T e c h in lin e services.

C opyright - T e c h in lin e copyright information.

Glossary - the list of terms which can be found in this Guide.

1.2 Typographical Conventions

The following types of formatting in the text identify special information. Formatting

Сonvention

Type of Information Example

Bold Items you must select, such as menu options, command buttons, link names, or items in lists. Dialog box titles.

C hoose Edit Profile -> Contact Info, then click the OK button.

The Client box will appear.

E m p h a s is Notes or important statements. No te: Upon launching the service for the first time, you will be asked to install a 4 4 5 4 6 9 13 16 18 55 30 56 58

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browser add-on.

Br o wn b o ld Headings of procedures which describe how to perform an operation/task.

T o la u n ch th e S u p p o r t S e s s io n :

1. Open the link https://fixme.it/ in your Web-browser.

Bo ld e m p h a s is Term names. Ex p e r t a p p lica tio n - the service module

which the C lient launches in order to start the Support Session.

Blue Internet or topic links. It is available at fixme.it/Expert

Monospace C ommands, file names, and directory names. Run setup.exe or enter the following tag: <#CONTENT#>

C APITALS Key names. Press C TRL+Q

1.3 Feedback

Please contact us with any suggestions, remarks, or concerns. Your feedback is very valuable and will undoubtedly help us to improve our service. Please submit your feedback to:

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2 Introduction

In this chapter, you will find the following general information about T e c h in lin e R e m o te De s k to p: About the Techinline Remote Desktop Service

How the Techinline Remote Desktop Service Works

2.1 About Techinline Remote Desktop

T e c h in lin e R e m o te De s k to p allows you to connect to a remote computer (to a Clie n t), view its desktop, control the mouse and keyboard, as well as share your own desktop (as an Ex p e r t) with the C lient. T e c h in lin e R e m o te De s k to p runs in a Web browser, which means that all you need to start using this service is a browser and an Internet connection.

Ex p e r t - a user who offers technical support or any other form of assistance to the Clie n t, a remote computer of a user, via a browser and an Internet connection

What can you do with Techinline Remote Desktop?

With T e c h in lin e R e m o te De s k to p, you can perform almost any task imaginable, right from the comfort of your own computer. There is a number of ways in which you can use remote access. Here are the most common applications of the T e c h in lin e service:

Technical/helpdesk support. T e c h in lin e R e m o te De s k to p allows you to remotely assist your employees and customers by viewing their computers' desktops on your screen in real time, using your own keyboard and mouse to control their computers remotely, and running applications on their computers.

Online product showcases. T e c h in lin e R e m o te De s k to p allows you to help your prospective clients navigate through your offers efficiently or demonstrate your products interactively by sharing your desktop with them. You can hold demo sessions, make presentations, or provide on-screen instructions. You can also allow your clients to work on your desktop the same way you do on theirs.

C ollaborate and review documents with your customer. Examine spreadsheets, charts, and slides. Focus on important data and simplify complicated documents in real time.

Get approvals for your design work from customers who are thousands of miles away; show photos, sketches, 3D models, charts, and presentations. T e c h in lin e R e m o te De s k to p also allows you to transfer folders, files, and text between the local computer and the remote computers of your customers.

Features of Techinline Remote Desktop With T e c h in lin e R e m o te De s k to p you can:

View the remote desktop of the Client.

View the desktop of the remote computer using your Internet browser, and enjoy full screen functionality and auto scroll. This even applies to sessions between users with different screen resolutions and color qualities.

Control the remote desktop of the Client. 6

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C ontrol the desktop of the remote computer. You will have full access to the mouse and keyboard of the C lient. Perform multi-monitor support.

View and control multiple monitors of the C lient, as well as share view and control of your own multiple monitors with the C lient.

Transfer files.

Transfer folders, files, images, and any other objects from the local computer to the remote computer, and vice versa.

Transfer clipboard content.

C opy and paste text from the local computer to the remote computer, and vice versa. Perform Remote Reboot and Reconnect.

Perform Remote Reboot the remote computer, including Safe Reboot. Share your own desktop with the Client.

Share your own desktop view with the remote C lient. Allow remote control of your desktop to the Client.

Allow the remote C lient to control your desktop, making the session bidirectional. Get reports on remote session.

Keep track of all the remote sessions and obtain information output on all sessions conducted. Communicate with the Client via chat.

Interact with the remote C lient via our built-in text chat. Record the performed remote session.

Record the remote sessions in order not to miss any important details. Connect to unattended computers and servers.

C onfigure computers for unattended access to connect without any end-user intervention or presence. Setup multiple connection to remote computers and servers

Setup connections to multiple remote computers and/or servers and work with them simultaneously.

All types of Internet connections are compatible. Dial-up, DSL, cable modem, or local area network (LAN) connections are acceptable. You can adjust the service settings to receive the best results.

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2.2 How Techinline Service Works

T e c h in lin e R e m o te De s k to p offers the Expert an easy and fast way to connect to the remote user's computer in order to provide technical support or any other form of remote assistance to the C lient. The service consists of three parts:

Ex p e r t Ap p lica tio n - the service module which is launched by the Expert in order to start the support session (a period during which the Expert is connected to the Techinline service. The session starts when the Expert logs in to the service and ends when the Expert finishes working with the service. During one session, the Expert can connect to several C lients sequentially, one by one.).

T e ch in lin e Co m m u n ica tio n S e r v e r - the application which works on the T e c h in lin e server and provides communications between the Expert and the C lient.

Clie n t Ap p lica tio n - the service module which the C lient launches in order to connect to the Expert's support session.

To work with T e c h in lin e R e m o te De s k to p, the C lient and the Expert are both required to have an Internet connection and a web browser. There is no need to download and install any additional software. Security and confidentiality of the remote connection are protected by the HTTPS protocol and the use of a one-time unique session key.

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3 Getting Started

In this chapter, you will find the following instructions on installing/uninstalling the T e c h in lin e R e m o te De s k to p service for the C lient:

System requirements

How to start C lient Application , which allows you to run the service

3.1 System Requirements

The T e c h in lin e service is currently available for the Windows operating system. Our technology allows you to control PC s remotely using Techinline Applications and an Internet connection. We recommend that you follow these guidelines to using the T e c h in lin e service:

Operating System

Microsoft Windows XP SP2, Server 2003, Vista, Server 2008, Windows 7, Windows 8 (including Metro project), Windows Server 2012, Windows 10

Internet Connection

Minimum is a modem connection. DSL/C able or better recommended.

3.2 Running Client Desktop Application

Clie n t D e s kto p Ap p lica tio n is a standalone program which does not require any installation and offers a simple way to use the T e c h in lin e service.

T o r u n Clie n t D e s kto p Ap p lica tio n : 1. Go to: c.fixme.it.

Or launch the Techinline service for the first time in your web browser.

C lick the Start Support Session button to run the application. 9

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Press Start Support Session button in your browser. Internet Explorer:

You will receive the following message: "Do you want to run or save TechinlineClient.exe (1.14 MB) from techinline.net?" C lick the Run button on the information panel.

C lic k R u n Firefox:

1. The Opening TechinlineClient.exe Dialog will appear. C lick the Save File button.

C lic k Sa v e File

2. Once Desktop Expert is downloaded, the Downloads Dialog will appear. Double-click the TechinlineClient.exe item.

Do u b le -c lic k T e c h in lin e C lie n t.e x e

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C lic k R u n Chrome:

1. After pressing the Start Support Session button, the TechinlineClient will be downloaded automatically. 2. Once Desktop C lient is downloaded, double-click the TechinlineClient.exe item.

3. The Open File - Security Warning Dialog will appear. C lick the Run button.

C lic k R u n Opera:

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C lic k R u n

3. After downloading and running the C lient Desktop Application, you may start working with the service .

T h e C lie n t B o x (P re -Se s s io n Sta tu s )

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4 Client User Interface

Techinline R e m o te De s k to p interface is intuitive and user-friendly.

The view of the Client User Interface depends on the current context: Client Box (Pre-Session Status)

The Client Box (Pre-Session Status) appears when you have launched the Techinline Remote Desktop service as the C lient, but a session has not yet been established with the Expert.

In this box, you can obtain your C lient ID and send your C lient ID to the Expert to join the session.

Client Box (Active Session Status)

The Client Box (Active Session Status) appears when a support session has been established with the Expert.

In this box, you can view messages that inform you about various operations: allowing the Expert to view and control your desktop and reboot your computer , viewing and controlling the Expert's remote desktop . You can also chat with the Expert and transfer files/clipboard content .

4.1 Client Box (Pre-Session Status)

The Client Box (Pre-Session Status) is displayed when you have launched the Techinline Remote Desktop service as the C lient (to receive technical support or any other form of assistance from the Expert) but a connection has not yet been established with the Expert.

In this box, you can obtain your C lient ID and send your C lient ID to the Expert to join the session. The Client Box (Active Session Status) consists of the following elements:

T h e C lie n t B o x (P re -Se s s io n Sta tu s )

The Client ID field displays the C lient ID that you should send to the Expert . The Clie n t ID is a service-generated 6-digit number which is used to identify you as the C lient during your connection to the support session. You always receive a new C lient ID which cannot be used for a second time to connect to an Expert's support session.

The Send Client ID by Email link opens your default e-mail program (mail client) and automatically generates a new e-mail to send your C lient ID to the Expert .

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4.2 Client Box (Active Session Status)

The Client Box (Active Session Status) appears when a support session has been established with the Expert.

In this box, you can view messages that inform you about various operations: allowing the Expert to view and control your desktop and reboot your computer , viewing and controlling the Expert's remote desktop . You can also chat with the Expert and transfer files/clipboard content .

The Client Box (Active Session Status) consists of the following elements:

T h e C lie n t B o x (A c tiv e Se s s io n Sta tu s ) The Timer displays the duration of the session as "hours:minutes:seconds". The Send File button allows you to send a file to the Expert's computer .

Chat Panel allows you to to interact with the Expert via text chat . It also displays service messages. The Chat Panel consists of the following parts:

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T h e C lie n t's C h a t P a n e l o The Chat Board displays the following messages:

A welcoming message. C hat messages.

The Expert's invitations to remotely view or control the Expert's desktop .

The Expert's request for permission to view or control your desktop or reboot your computer . Messages concerning sending files with the help of a Send file button.

o The Send Messages Panel is used to write instant chat messages.

o The Send button sends a written message. To send a message, you can also press ENTER.

o The Typing status bar displays the message "Expert is typing a message..." when typing is in progress. 32

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5 Launching the Service

In order to connect to the Expert's remote support session, you must launch T e c h in lin e R e m o te De s k to p service as the C lient.

T o la u n ch th e T e ch in lin e R e m o te D e s kto p s e r v ice a s th e Clie n t: 1. Open the link https://fixme.it in any browser.

2. Download and run the C lient Desktop Application as it is described in Running Client Desktop Application

T h e C lie n t B o x (P re -Se s s io n Sta tu s ): th e T e c h in lin e s e rv ic e h a s b e e n la u n c h e d

No te. If you have Techinline C lient Desktop Application installed you may double click on Techinline C lient's desktop shortcut to launch Techinline Remote Desktop Service a as a C lient.

3. In the Client ID field, find your C lient ID.

Y o u r C lie n t ID

No te . The Clie n t ID a service-generated 6-digit number which is used to identify you as the C lient during your connection to the support session. You always receive a new C lient ID which cannot be used for a second time to connect to an Expert's support session.

4. Tell your C lient ID number to the Expert .

No te . A C lient ID is valid for one hour. If a support session has not been started within one hour of generating the C lient ID, the C lient ID will become invalid.

5. When the Expert requests a connection, you will receive the following permission prompt:

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T h e E x p e rt's re q u e s t fo r p e rm is s io n to a c c e s s y o u r c o m p u te r

To grant the Expert permission to connect to your machine and perform any T e c h in lin e operations on your computer, click the Accept button.

C lic k A c c e p t

No te . To reject the request, click the Cancel link. The connection will not be established.

No te . You must respond to the request (either accept or cancel it) within 5 minutes. After the 5-minute timeout, the connection will be closed.

6. When the connection with the Expert is established, the Client Box (Active Session Status) will appear. You will receive the following message: "Welcome to the remote support session!"

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T h e C lie n t B o x (A c tiv e Se s s io n Sta tu s ): a s u p p o rt s e s s io n h a s b e e n e s ta b lis h e d

During the running session, the Expert can perform any T e c h in lin e operations without asking for your permission again. Learn what you can do during the support session .

5.1 Sending the Client ID

Every time you launch the service as the C lient in order to join the Expert's remote support session, you receive a new Client ID in the C lient Box.

Y o u r C lie n t ID

The Clie n t ID is a service-generated 6-digit number which is used to identify you as the C lient during your connection to the support session. You always receive a new C lient ID which cannot be used for a second time to connect to an Expert's support session.

A Client ID is valid for one hour. If a support session has not been started within one hour of generating the C lient ID, the C lient ID will become invalid.

You must communicate your Client ID number directly to the Expert from whom you expect to receive the remote desktop assistance. The Expert will enter your Client ID number into a required field in their Expert account and connect you to the support session.

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You can communicate your Client ID number to the Expert: over the telephone

via Instant Messenger via email

or by any other means of communication T o s e n d th e Clie n t ID to th e Ex p e r t b y e - m a il:

1. C lick the Send Client ID by Email link which is located directly below the Client ID number in the Client Box (Pre-Session Status) .

C lic k th e lin k

2. Your default e-mail program (mail client) will automatically create a new e-mail. In the To field, specify the email address of the Expert from whom you expect to receive the remote desktop assistance.

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E n te r th e E x p e rt's e m a il a d d re s s 3. C lick the Send button.

5.2 Methods of Launching the Application

Y o u a r e a b le to la u n ch th e p lu g in u s in g o n e o f th e fo llo win g m e th o d s : OS Vista and above

T h e s y s te m is la u n ch e d with a d m in is tr a tiv e r ig h ts :

o If U A C is a c tiv a te d and the C lient clicks Yes in the appearing UAC dialog, the C lient will be logged in with administrative rights.

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o If U A C is a c tiv a te d and the C lient clicks NO in the appearing UAC dialog, the C lient will be logged in without administrative rights.

o If U A C is n o t a c tiv a te d, the C lient will be logged in without administrative rights. T h e s y s te m is la u n ch e d with o u t a d m in is tr a tiv e r ig h ts :

o the C lient will be logged in without administrative rights. OS before Vista

T h e s y s te m is la u n ch e d with a d m in is tr a tiv e r ig h ts : o The C lient will be logged in with administrative rights. T h e s y s te m is la u n ch e d with o u t a d m in is tr a tiv e r ig h ts : o the C lient will be logged in without administrative rights.

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6 Performing Techinline Operations

In this chapter, you will find the following information about Performing T e c h in lin e Operations: The Remote Reboot

o Regular Reboot and Reconnect o Safe Reboot and Reconnect o Request Windows C redentials

Restarting Your Application as Windows system service

6.1 The Remote Reboot

The R e m o te R e b o o t function allows the Expert to remotely restart the C lient's computer and automatically resume the support session after the system restarts.

T h e R e m o te R e b o o t may be performed in several ways: Regular Reboot and Reconnect

This operation allows to reboot the C lient's computer in normal mode and reconnect to the support session. Safe Reboot and Reconnect

This operation allows to reboot the C lient's computer in Safe mode and reconnect to the support session. This option is available when your application has been started with Administrative rights.

Request Windows C redentials

This option allows to configure auto-logon on the C lient's machine, which allows to perform a reboot operation without the C lient's interaction.

6.1.1 Regular Reboot and Reconnect

Regular Reboot and Reconnect operation allows to reboot the C lient's remote computer in normal mode and reconnect to the support session.

W h e n th e Ex p e r t r e m o te ly r e b o o ts th e Clie n t's r e m o te co m p u te r :

1.The Expert connects to your computer to start the support session. The C lient Main Form (Active Session Status) will appear. 34 22 24 24 26 22 24 24

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T h e C lie n t M a in Fo rm (A c tiv e Se s s io n Sta tu s ) T h e re m o te re b o o t m a y b e e x e c u te d in o n e o f th e fo llo w in g w a y s :

When the C lient's application has been started with Administrator rights:

o If A u to -Lo g o n w a s c o n fig u re d :

When the Expert decides to run a Regular Reboot and Reconnect,your computer will restart and you will be automatically logged on as the same Administrator, regardless of which user Auto-Logon was configured. o If A u to -Lo g o n w a s n o t c o n fig u re d :

When the Expert decides to run a Regular Reboot and Reconnect, your computer will restart. If Windows Password was requested after the system restart, you will then be automatically logged on as the same Administrator and the session will continue.

When the Expert decides to run a Regular Reboot and Reconnect, your computer will restart. If Windows Password was not requested after the system restart, you will log on as any existing user.

When the C lient's application has been started without Administrator rights:

o If A u to -Lo g o n w a s c o n fig u re d :

If Auto-Logon was configured for this particular user, after the Expert runs a Regular Reboot and Reconnect your computer will restart and you will be automatically logged on as the same User.

If Auto-Logon was configured for another user and the Expert runs a Regular Reboot and Reconnect,your computer will restart and you will need to use Switch User option.

o If A u to -Lo g o n w a s n o t c o n fig u re d :

When the Expert decides to run a Regular Reboot and Reconnect,your computer will restart. When the system restarts, you should manually log on to restore the remote session.

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6.1.2 Safe Reboot and Reconnect

Safe Reboot and Reconnect operation allows to reboot your computer in Safe mode and reconnect to the support session.

This option is available when you have the Administrative rights. If this option is disabled, the Expert needs to restart your application as Windows system service .

W h e n th e Ex p e r t r e m o te ly r e b o o ts y o u r co m p u te r in S a fe m o d e :

1. The Expert will connect to your computer to start the support session. The C lient Main Form (Active Session Status) will appear.

T h e C lie n t M a in Fo rm (A c tiv e Se s s io n Sta tu s )

2. The remote desktop connection will be automatically restored after the system restarts.

6.1.3 Request Windows Credentials

Request Windows Credentials operation allows the Expert to ask for your Windows credentials to configure auto-logon on the remote machine, which allows performing a reboot operation without your interaction.

This operation is available only when the C lient has Administrative rights.

No te . Another method to launch this operation if the C lient doesn’t have Administrative rights is to “Restart the C lient as Windows System service ”.

W h e n th e Ex p e r t r e m o te ly r e q u e s ts W in d o ws p a s s wo r d :

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T h e C lie n t M a in Fo rm (A c tiv e Se s s io n Sta tu s )

When the C lient's application has been started with Administrator rights and Auto-Logon is configured When the Expert chooses to request your Windows password, you will be notified that it has been successfully configured:

When the C lient's application has been started without Administrator rights You will be notified via the following message:

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You will be notified if the operation is successful:

6.2 Restarting Your Application as Windows System Service

Restart the Client as Windows system service allows an Expert to receive full control of all UAC dialogs on the C lient's computer when the C lient doesn’t have full administrator rights.

W h e n th e Ex p e r t r e m o te ly r e s ta r ts th e Clie n t a s W in d o ws s y s te m s e r v ice :

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When the Expert chooses to restart your computer as Windows system service on an OS Windows Vista and later:

You will be notified via following message:

The Expert will wait for you to click the Yes button on the UAC dialog.

C lic k Y e s

o If y o u a llo w to re s ta rt y o u r a p p lic a tio n a s a W in d o w s s y s te m s e rv ic e : You will receive the following notification:

o If y o u d e c lin e to re s ta rt y o u r a p p lic a tio n a s a W in d o w s s y s te m s e rv ic e :

When the Expert requests you to provide an Administrative account to restart your application as Windows system service at an OS Windows Vista or later:

You will be notified via the following message:

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o If y o u a llo w to re s ta rt y o u r a p p lic a tio n a s a W in d o w s s y s te m s e rv ic e : The Expert will wait for you to click the Yes button on the UAC dialog.

C lic k Y e s You will be notified if the operation is successful:

o If y o u d e c lin e to re s ta rt y o u r a p p lic a tio n a s a W in d o w s s y s te m s e rv ic e : You will receive the following notification:

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When the Expert requests you to provide an Administrative account to restart your application as Windows system service at an OS prior to Windows Vista:

You will be notified via the following message:

The Expert will wait for you to provide your administrative account:

If you have typed in the correct information, your application will be successfully restarted with Administrative rights.

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7 Support Session

When the support session has been established, you can do the following:

Allow the Expert to View and C ontrol your Desktop and Reboot your C omputer View and C ontrol the Expert’s Remote Desktop

o View and C ontrol Multiple Remote Desktops o Use various tools

o Manage Remote Session Options Interact with the Expert via C hat Transfer Folders/Files/Text

7.1 Allowing the Expert to View and Control your Desktop and Reboot your

Computer

Once you grant permission for a connection by clicking the Accept button, the Expert can perform any T e c h in lin e operations on your machine during the running session without asking you for permission again.

You will receive the following messages informing you about the Expert's actions on your computer:

The Expert views your desktop. You will receive the following message: "Local desktop view has been started."

T h e E x p e rt v ie w s y o u r d e s k to p

When the Expert stops viewing your desktop, you will receive the following message: "Local desktop view has been stopped."

The Expert controls your desktop. You will receive the following message: "Local desktop control has been started." 30 32 35 36 43 48 49

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T h e E x p e rt c o n tro ls y o u r d e s k to p

When the Expert stops controlling your desktop, you will receive the following message: "Local desktop control has been stopped."

The Expert reboots your computer. The reboot will be set up on your computer and the system will restart. B a s e d o n y o u r rig h ts a n d a u to lo g o n s e ttin g s o n y o u r c o m p u te r, re m o te re b o o t w ill b e e x e c u te d in o n e o f th e fo llo w in g w a y s :

If you are logged on as an Administrator or a simple User with a configured auto logon: Your system will restart. You will be automatically logged on as the same user.

If you are logged on as an Administrator or a simple User without a configured auto logon:

Your system will restart. You will have to manually log on as the s a m e User by selecting the User account and entering the password.

When the reboot is completed, the session will be restored automatically. You will receive the following message: "Welcome to the remote support session!"

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T h e E x p e rt h a s re b o o te d y o u r c o m p u te r If you are logged on with Administrative rights without a configured auto logon

Your system will restart. The session will be restored automatically, regardless of which user you have logged on as.

7.2 Viewing and Controlling the Expert’s Remote Desktop

The Expert can allow you to remotely view or control their desktop. In this case, you will simply receive an invitation to remotely view or control the Expert's desktop without any request for permission.

T o v ie w o r co n tr o l th e Ex p e r t's r e m o te d e s kto p :

When the Expert shares view of their desktop with you, you will receive the following invitation: "Remote desktop view has been started." You can view the Expert's remote desktop.

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Y o u c a n v ie w th e E x p e rt's d e s k to p

When the Expert shares control of their desktop with you, you will receive the following invitation: "Remote desktop control has been started." You can view the Experts's remote desktop and control the Expert's mouse and keyboard.

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resolution is equal to or higher than yours (or if the Expert has multiple desktops ). The Expert's desktop will be shown in full screen mode.

T h e R e m o te De s k to p V ie w to o lb a r

T h e R e m o te De s k to p C o n tro l to o lb a r

The Remote Desktop View/Remote Desktop Control icon ( ) will appear on your taskbar if the

Expert's screen resolution is lower than yours. C lick the icon on the taskbar to open the Remote Desktop View/

Remote Desktop Control window.

The Expert's desktop will be shown in the Remote Desktop View/Remote Desktop Control window. T o s witch b e twe e n th e fu ll s cr e e n a n d win d o w m o d e s :

To switch to full screen mode, click the Maximize button in the Remote Desktop View/Remote Desktop Control window.

To switch to window mode, click the Restore Down button on the Remote Desktop View/Remote Desktop Control toolbar.

You may use the following tools: C TRL+ALT+DEL button Pencil tool

Laser Pointer tool Magnifier tool

Session Video Recording tool Multi-Display tool

In some cases, you may need to:

Adjust the settings for viewing the remote desktop Disable/enable clipboard synchronization

T o s to p v ie win g / co n tr o llin g th e Ex p e r t's r e m o te d e s kto p :

C lick the Close button on the Remote Desktop View/Remote Desktop Control panel, or click the Close button in the Remote Desktop View/Remote Desktop Control window.

No te . The Expert can also stop sharing view or control of their desktop with you.

7.2.1 Client Reboot

The Clie n t R e b o o t is performed by the C lient instead of the Expert. The Client Reboot can be done by performing the following operations:

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Log Off/Switch User

The C lient is able to switch users during the remote session. All of the Expert buttons will be grayed out in the process.

Restart/Shutdown

While the user performs the system restart, all of the Expert buttons will be grayed out.

7.2.2 Viewing and Controlling Multiple Remote Desktops

By default, the Expert's multiple remote displays are displayed together on your screen if the Expert has shared view or control of their desktop with you . For your convenience, you may switch to a Single Display view mode and control remote displays individually.

T o s witch to th e S in g le D is p la y v ie w m o d e : 1. C lick the MultipleDisplays button.

The MultipleDisplays menu will open.

2. C lick the menu item containing the name of the display which you would like to view.

No te . To return to the All Displays mode, click the All Displays menu item.

You may also control whether multiple remote displays (or a single remote display with a higher resolution than yours) 32

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Be displayed in actual size with the ability to scroll the view

7.2.3 Using Tools

If the Expert has shared view or control of their desktop with you , you may use the following handy tools:

The H o m e button bring C lient Desktop Application in front on the desktop. The CT R L+ALT +D EL button runs this command on the remote computer The P e n cil toolallows you to draw objects on the remote desktop

The La s e r P o in te r toolallows you to highlight a region on the remote desktop

The M a g n ifie r toolallows you to zoom into a portion of the remote desktop to view it in actual size The S e s s io n Vid e o R e co r d in g tool allows you to capture video of your remote desktop session The M u lti- D is p la y tool allows to view one or several displays in the Remote Desktop C ontrol 7.2.3.1 Home button

The H o m e button brings the C lient Desktop Application in front of the screen desktop. That may be useful in the following cases:

1. you want to send a message to Expert while working on the Remote Desktop C ontrol or Remote Desktop View in from Full Screen-mode

2. you have a log of windows opened and you are not sure which C lient Desktop Application belongs this Remote C ontrol or Remote View window.

7.2.3.2 Using the CTRL+ALT+DEL Button

The CT R L+ALT +D EL button works by analogy with C TRL+ALT+DEL key combination in Microsoft Windows. This key combination runs this command on the remote computer. It may be useful when you need to provide visual guidance when the Expert has shared the view or control of their desktop with you .

T o s e n d th is co m m a n d to a r e m o te co m p u te r : Press the CTRL+ALT+DEL button:

If the system is started with administrative rights, after having pressed C TRL+ALT+DEL combination during the remote desktop session, the Windows C redential Provider window is opened:

If the system is started without administrative rights, after having pressed C TRL+ALT+DEL combination during the remote desktop session, the Windows Task Manager window is opened:

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7.2.3.3 Using the Pencil Tool

The P e n cil toolallows you to draw on the remote desktop when the Expert has shared the view or control of their desktop with you . This tool may be useful when you need to provide visual guidance to the Expert.

T o d r a w o n th e r e m o te d e s kto p :

1. C lick the Pencil button to highlight the necessary information:

2. While holding down the left mouse button, move the mouse pointer across the remote desktop. A red line will be drawn:

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U s in g th e P e n c il to o l

No te. When the user disables the Pencil tool, everything that was written will be erased.

7.2.3.4 Using the Laser Pointer Tool

The La s e r P o in te r toolallows you to highlight a region on the remote desktop when the Expert has shared the view or control of their desktop with you . This tool may be useful when you need to provide visual guidance to the Expert. T o h ig h lig h t a r e g io n o n th e r e m o te d e s kto p :

1. C lick the Laser Pointer button to highlight the necessary information:

2. Drag the mouse pointer across the remote desktop to move the red dot. The Laser Pointer will be displayed in different ways for the Expert and the C lient. The Expert will see a red dot with sight, while the C lient will only see a red dot.

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La s e r P o in te r to o l d is p la y e d to th e E x p e rt

La s e r P o in te r to o l d is p la y e d to th e C lie n t

7.2.3.5 Using the Magnifier Tool

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1. C lick the Magnifier button:

2. Drag the mouse pointer across the remote desktop. The region under the mouse pointer will be displayed in actual size.

A c tu a l s iz e o f th e w in d o w

U s in g th e M a g n ifie r to o l

7.2.3.6 Using the Session Video Recording Tool

The S e s s io n Vid e o R e co r d in g toolallows you to video record the support session when the Expert has shared the view or control of their desktop with you . This tool may be useful when you need to capture details of the performed session.

The type of the recorded file is Windows Media Audio/Video file (.WMV). You need to have Windows Media Player 9.x or 32

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laterinstalled on your computer. T o r e co r d th e r e m o te d e s kto p s e s s io n : 1. Press the Start Session recording button:

2. After pressing the Start Session recording button, your video will be automatically recorded to the 'Documents' folder. The following message will appear in the chat board:

R e m o te s e s s io n re c o rd in g s ta rte d

To change the folder where the recorded video will be saved, press Settings - Set Record Video Folder and select the desired folder.

3. During the video capturing process, the recording button will be marked red ( ).

4. To stop recording, press the Stop Session recording button. The recording will also stop automatically if you close

the Remote Desktop View/Remote Desktop Control window or disconnect from the remote desktop session. To

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R e m o te s e s s io n re c o rd in g fin is h e d

7.2.3.7 Using the Multi-Display Tool

Using the M u lti- D is p la y tool, it is possible to select the appearance of multiple remote displays when the Expert has shared the view or control of their desktop with you . This option is available only when remote user has multiple displays.

T o u s e M u lti- D is p la y to o l:

1. Press the Multi-Display Option button:

2. If the remote user has two or more displays, the following window will be displayed:

3. If you select the All Displays option, all available displays connected to the remote computer will be displayed in the remote desktop:

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U s in g M u lti-Dis p la y to o l

7.2.4 Managing Remote Session Options

You can manage the following options:

Settings for viewing the Expert's remote desktop when the Expert has shared the view or control of their desktop with you :

o Specify the quality of the remote desktop image

o Specify how the remote desktop with a higher resolution should be displayed on your screen C lipboard synchronization when the Expert has shared control of their desktop with you . C hoose the folder for the recorder video .

C hanges will be applied immediately. 32

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T o s p e cify th e r e m o te d e s kto p im a g e q u a lity :

1. C lick the Options button. The Options menu will open.

2. C hoose the Image quality menu item.

3. C hoose one of the following Image Quality options:

Better Speed - 8-bit color is used.

Optimal Speed/Appearance - 16-bit color is used. Better Appearance - 24-bit color is used.

No te . This option effects dataflow: the lower the image quality, the less information is transmitted from the remote computer to the local computer. C hoosing the highest resolution quality may result in a slower connection to the remote computer. If the internet connection speed is high, choosing the "Better Appearance" image quality will not cause data deference.

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7.2.4.2 Specifying the View Setting for the Screen of a Higher Resolution

You can specify how the Expert's remote screen with a higher resolution should be displayed on your monitor when the Expert has shared the view or control of their desktop with you : whether the service should set the actual size of the remote screen (the view will be scrolled) or zoom the remote screen to make it fit the local monitor (with the ability to zoom in a portion of the remote desktop to see it in actual size).

T o s p e cify th e v ie w s e ttin g fo r th e r e m o te s cr e e n with a h ig h e r r e s o lu tio n : 1. C lick the Options button. The Options menu will open.

2. C hoose the View Mode menu item.

3. C lick one of the following View Mode options:

Actual Size. To set the actual size of the remote screen with a higher resolution, select the Actual Size menu item. The view will be scrolled during a session based on the mouse movement on the remote computer. Therefore, the active area of the remote screen with a higher resolution will always be displayed on your monitor.

Fit to Window. To zoom the remote screen of a higher resolution in order to make it fit your monitor during a 32

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7.2.4.3 Disabling/Enabling Clipboard Synchronization

By default, clipboard synchronization is enabled when the Expert has shared the control of their desktop with you , which allows you to transfer content via a copy&paste method .

When clipboard is synchronized, any content that you copy on your machine may potentially be pasted on the remote machine by the Expert. To protect any sensitive data, you may disable clipboard synchronization.

T o d is a b le / e n a b le clip b o a r d s y n ch r o n iz a tio n :

1. C lick the Options button. The Options menu will open.

2. C lick the Synchronize Clipboard menu item. C lipboard synchronization will be disabled:

No te . To enable clipboard synchronization, click the Synchronize Clipboard menu item again. The changes will be applied.

7.2.4.4 Specifying the Folder for Video Session Recording

You can specify the folder to which the recorded video session will be stored when the Expert has shared the view or control of their desktop with you .

T o s p e cify th e r e co r d e d v id e o fo ld e r :

1. C lick the Options button. The Options menu will open. C hoose the Set Record Video Folder menu item. 33 49

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2. The Select Record Video Folder window is displayed. Select the folder path and press Select Folder button.

No te . If you don't manually choose the recorded video folder, all your recorded session videos will automatically be stored in C:\Users\User Name\Documents\ folder.

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7.3 Interacting with the Expert via Chat

You can interact with the Expert during the session via our built-in text chat (C hat Panel ). T o u s e te x t ch a t:

1. Join the support session. The Client Box (Active Session Status) will appear.

T h e C lie n t B o x (A c tiv e Se s s io n Sta tu s ): a s u p p o rt s e s s io n h a s b e e n e s ta b lis h e d 2. C hat within the C hat Panel :

T h e C lie n t's C h a t P a n e l

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Write your message to the Expert in the Send Messages Panel. To add a new line, press SHIFT-ENTER.

To send the written message, click the Send button or press ENTER.

Your chat messages and the Expert's messages are displayed in the Chat Board. The typing status message appears when the Expert is typing you a message.

7.4 Transferring Content

You can easily transfer content (files, folders, images, or plain text) between your computer and the Expert's computer. T o tr a n s fe r co n te n t b e twe e n th e Ex p e r t a n d th e Clie n t co m p u te r s , u s e o n e o f th e fo llo win g m e th o d s :

Drag&Drop

You can drag&drop multiple content in two directions: from a remote computer to a local computer (also referred to as get, receive, or download), or from a local computer to a remote computer (also referred to as put, send, or upload).

C opy&Paste

You can copy&paste multiple content in two directions: from a remote computer to a local computer (also referred to as get, receive, or download), or from a local computer to a remote computer (also referred to as put, send, or upload).

Sending Files

You can send a single file to the remote computer, or receive a single file from a remote computer.

7.4.1 Drag&Drop

Transferring objects by means of the drag&drop method can be performed only in T e c h in lin e C ontrol modes: The Expert can transfer objects to and from your machine when the Expert controls your desktop .

You can transfer objects to and from the Expert's machine when the Expert has shared control of their desktop with you .

T o d r a g &d r o p co n te n t b e twe e n th e Ex p e r t a n d th e Clie n t co m p u te r s :

1. Select the object(s) (files, folders, or text) you would like to transfer (from the local computer to the remote computer, or vice versa) with the mouse or any other pointing device.

2. Locate the destination where you would like to paste the object(s).

3. Drag the selected object(s) to the desired location by pressing and holding down the left mouse button. 4. Drop the object(s) by releasing the left mouse button.

The progress bar will appear. It displays the estimated time remaining until the completion of the transfer.

7.4.2 Copy&Paste

Transferring objects by means of the copy&paste method can be performed only in T e c h in lin e C ontrol modes: 49

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You can transfer objects to and from the Expert's machine when the Expert has shared control of their desktop with you .

No te . Make sure clipboard synchronization is enabled. Otherwise, the copy&paste function will not work. T o co p y &p a s te co n te n t b e twe e n th e Ex p e r t a n d th e Clie n t co m p u te r s :

1. Select the object(s) (files, folders, or text) you would like to transfer (from the local computer to the remote computer, or vice versa).

2. C opy the object(s): Right-click your mouse, and choose the Copy option from the context menu. Another method to copy the object(s): Select the object(s) and press C TRL+C .

3. Locate the destination where you would like to paste the objects.

4. Paste the objects: Right-click your mouse and choose the Paste option from the context menu. Another method to paste the objects: Press C TRL+V.

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The progress bar will appear. It displays the estimated time remaining until the completion of the transfer.

No te. After the transfer of a large file or folder (10 MB or larger) to a Windows Vista machine, the selected file(s) or folder(s) may not at first appear to be pasted even though the progress bar has displayed the completion of the transfer. In this case, repeat the Paste operation by right-clicking the mouse and selecting the Paste option from the context menu. Another way to paste the object(s): Press C TRL + V. This problem arises when the file transfer takes about 5 or more minutes to complete, and occurs due to a Microsoft limitation which exists on Windows Vista and Windows 7.

7.4.3 Sending Files

You may transfer a single file from your computer to the Expert's computer (and the Expert may also transfer a single file from their computer to yours) without launching a T e c h in lin e C ontrol mode.

T o s e n d a file to th e Ex p e r t's co m p u te r : 1. C lick the Send File button.

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C lic k Se n d File

No te . File transfer can be performed in only one direction at a time (from the Expert to the C lient or from the C lient to the Expert). If the Expert has already initiated the file sending operation, you will be unable to send a file to the Expert until the operation has been completed.

2. In the Open file for sending dialog, select a file and click the Open button.

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3. The Expert will be asked to specify a folder for saving the file on their computer. You will receive the following

message in your chat board: "Sending file 'File Name'. 'Expert Name' is selecting destination for the file.".

No te . To cancel the file transfer, click Cancel.

4. When the transfer starts, the progress bar will appear. It displays the estimated time remaining until the completion of the transfer.

5. Notification about a successful file transfer is displayed in the chat board:

6. If the Expert cancels the file transfer, you will receive the following message in your chat board:

T o r e ce iv e a file fr o m th e Ex p e r t's co m p u te r :

1. When the Expert initiates the file sending, the Save receiving file dialog will appear. The following message will then be displayed in your chat board:

2. Select a folder to save the file on your computer. 3. C hange the file name and select a file type if needed.

4. C lick the Save button. The progress bar will appear. It displays the estimated time remaining until the completion of the transfer.

5. Notification about successful file transfer is displayed in the chat board:

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8 Сhange of User during the Session

The user may change the current Windows User during the support session using Switch User Window function. If y o u ch a n g e th e u s e r with th e h e lp o f S witch U s e r fu n ctio n :

1. If a s y s te m w ith a d m in is tra tiv e rig h ts is s ta rte d : File transfer will not be canceled;

The support connection will continue and the Expert may control this machine remotely either the Windows Logon screen or the logged in Windows user.

2. If a s y s te m w ith o u t a d m in is tra tiv e rig h ts is s ta rte d : File transfer will be canceled.

The support connection will be paused until the User log into the Windows using the same user name to restore the support session.

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9 Disconnecting from the Support Session

The session is completed after the Expert has disconnected from your computer. However, you can also stop the session yourself if needed.

T o d is co n n e ct fr o m th e s u p p o r t s e s s io n : C lose the C lient Desktop Application.

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10 Terms of Services

IMPORTANT - PLEASE READ C AREFULLY: YOUR USE OF THE T ECH INLINE WEBSITE, T ECH INLINE SERVIC ES AND

ASSOC IATED SOFTWARE (THE "SERVIC ES") IS C ONDITIONED UPON YOUR C OMPLIANC E AND AC C EPTANC E OF THESE TERMS.

IMPORTANT - PLEASE READ C AREFULLY: BY C LIC KING THE "I AGREE" BUTTON OR BY UTILIZING THE T ECH INLINE SERVIC ES YOU AGREE TO BE BOUND BY THESE TERMS AND C ONDITIONS. THE T ECH INLINE SERVIC ES ARE NOT AVAILABLE TO PERSONS UNDER 13 YEARS OF AGE.

This is a legal agreement ("Agreement") between You and T e ch in lin e Ltd . ("T e ch in lin e "), for use of the T e ch in lin e services which You selected or initiated, which may include the T e ch in lin e R e m o te D e s kto p service, and/or other audio, video and web communications services provided by T e ch in lin e ("Services"). "You" refers to the individual who registered and/or provided T e ch in lin e his or her credit card or other payment mechanism for the Services or, if the Services are being purchased on behalf of an entity by an individual authorized to purchase the Services on behalf of such entity, then "You" refers to such entity. If You do not agree with the terms of this Agreement, click the "C ancel" button and do not use or join any session supported by, the Services. Any software associated with the Services is protected by copyright laws and international copyright treaties, as well as other intellectual property laws and treaties. 1. S ER VICES. T e ch in lin e will provide the Services in accordance with this Agreement. T e ch in lin e may at its sole

discretion modify the features of the Services from time to time without prior notice. T e ch in lin e 15 Day Free Trial Account is intended for evaluation purposes only.

2. R ES P ONS IBILIT Y FOR CONT ENT OF Y OU R COM M U NICAT IONS. You agree that You are solely responsible for the content of all visual, written or audible communications sent by You or in T e ch in lin e sessions started by You. You agree that You will not use the Services to send unsolicited commercial e-mail outside Your company or organization in violation of applicable law. You further agree not to use the Services to communicate any message or material that is harassing, libelous, threatening, obscene, indecent, would violate the intellectual property rights of any party or is otherwise unlawful, that would give rise to civil liability, or that constitutes or encourages conduct that could constitute a criminal offense, under any applicable law or regulation. Although T e ch in lin e is not responsible for any such communications, T e ch in lin e may delete any such communications of which T e ch in lin e becomes aware, at any time without notice to You.

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T e ch in lin e is unable to collect the fees owed to T e ch in lin e for the Services through Your Account, T e ch in lin e may take any other steps it deems necessary to collect such fees from You and that You will be responsible for all costs and expenses incurred by T e ch in lin e in connection with such collection activity, including collection fees, court costs and attorneys' fees. You further agree that T e ch in lin e may collect interest at the lesser of 1.5% per month or the highest amount permitted by law on any amounts not paid when due.

4. P R OP R IET AR Y R IG H T S. T e ch in lin e and/or its suppliers, as applicable, retain ownership of all proprietary rights in the Services and in all trade names, trademarks and service marks associated or displayed with the Services. You will not remove, deface or obscure any of T e ch in lin e's or its suppliers' copyright or trademark notices and/or legends or other proprietary notices on, incorporated therein, or associated with the Services. You may not reverse engineer, reverse compile or otherwise reduce to human readable form any software associated with the Services. 5. T ER M INAT ION. You may terminate this Agreement by providing written notice to T e ch in lin e via e-mail to

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termination of this Agreement, You must cease any further use of the Services and destroy any copies of associated software within Your possession and control.

6. EXP OR T R ES T R ICT IONS. You acknowledge that the Services, or portion thereof may be subject to the export control laws of the United States. You will not export, re-export, divert, transfer or disclose any portion of the Services or any related technical information or materials, directly or indirectly, in violation of any applicable export law or regulation

7. INJU NCT IVE R ELIEF. You acknowledge that any use of the Services contrary to this Agreement, or any transfer, sublicensing, copying or disclosure of technical information or materials related to the Services, may cause irreparable injury to T e ch in lin e, its affiliates, suppliers and any other party authorized by T e ch in lin e to resell, distribute, or promote the Services ("Resellers"), and under such circumstances T e ch in lin e, its affiliates, suppliers and Resellers will be entitled to equitable relief, without posting bond or other security, including, but not limited to, preliminary and permanent injunctive relief.

8. NO W AR R ANT IES. YOU UNDERSTAND AND AGREE THAT THE SERVIC ES ARE PROVIDED "AS IS" AND T ECH INLINE, ITS AFFILIATES, SUPPLIERS AND RESELLERS EXPRESSLY DISC LAIM ALL WARRANTIES OF ANY KIND, EXPRESS OR

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IMPLIED, INC LUDING WITHOUT LIMITATION ANY WARRANTY OF MERC HANTABILITY, FITNESS FOR A PARTIC ULAR PURPOSE OR NON-INFRINGEMENT. T ECH INLINE, ITS AFFILIATES, SUPPLIERS AND RESELLERS MAKE NO WARRANTY OR REPRESENTATION REGARDING THE RESULTS THAT MAY BE OBTAINED FROM THE USE OF THE SERVIC ES, REGARDING THE AC C URAC Y OR RELIABILITY OF ANY INFORMATION OBTAINED THROUGH THE SERVIC ES, REGARDING ANY GOODS OR SERVIC ES PURC HASED OR OBTAINED THROUGH THE SERVIC ES, REGARDING ANY TRANSAC TIONS ENTERED INTO THROUGH THE SERVIC ES OR THAT THE SERVIC ES WILL MEET ANY USER'S REQUIREMENTS, OR BE UNINTERRUPTED, TIMELY, SEC URE OR ERROR FREE. USE OF THE SERVIC ES IS AT YOUR SOLE RISK. ANY MATERIAL AND/OR DATA DOWNLOADED OR OTHERWISE OBTAINED THROUGH THE USE OF THE SERVIC ES IS AT YOUR OWN DISC RETION AND RISK. YOU WILL BE SOLELY RESPONSIBLE FOR ANY DAMAGE TO YOU RESULTING FROM THE USE OF THE SERVIC ES. THE ENTIRE RISK ARISING OUT OF USE OR PERFORMANC E OF THE SERVIC ES REMAINS WITH YOU.

You agree to indemnify, defend and hold harmless T e ch in lin e, its affiliates, officers, directors, employees, consultants, agents, suppliers and Resellers from any and all third party claims, liability, damages and/or costs (including, but not limited to, attorneys fees) arising from Your use of the Services, Your violation of this Agreement or the infringement or violation by You or any other user of Your account, of any intellectual property or other right of any person or entity. Without limiting the foregoing, the Services are not designed or licensed for use in hazardous environments requiring fail-safe controls, including without limitation operation of nuclear facilities, aircraft

navigation/communication systems, air traffic control, and life support or weapons systems. Without limiting the generality of the foregoing, T e ch in lin e, its affiliates, suppliers and Resellers specifically disclaim any express or implied warranty of fitness for such purposes.

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T ECH INLINE OR ITS AFFILIATES, SUPPLIERS OR RESELLERS BE LIABLE FOR ANY SPEC IAL, INC IDENTAL, INDIREC T,

EXEMPLARY OR C ONSEQUENTIAL DAMAGES WHATSOEVER (INC LUDING, WITHOUT LIMITATION, DAMAGES FOR LOSS OF BUSINESS PROFITS, BUSINESS INTERRUPTION, LOSS OF BUSINESS INFORMATION, OR ANY OTHER PEC UNIARY LOSS OR DAMAGE) ARISING OUT OF THE USE OF OR INABILITY TO USE THE SERVIC ES OR THE PROVISION OF OR FAILURE TO PROVIDE TEC HNIC AL OR OTHER SUPPORT SERVIC ES, WHETHER ARISING IN TORT (INC LUDING NEGLIGENC E) C ONTRAC T OR ANY OTHER LEGAL THEORY, EVEN IF TEC HINLINE, ITS AFFILIATES, SUPPLIERS OR RESELLERS HAVE BEEN ADVISED OF THE POSSIBILITY OF SUC H DAMAGES. IN ANY C ASE, TEC HINLINE'S, ITS

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10. M IS CELLANEOU S.

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2. Waiver and Severability. Failure by either party to exercise any of its rights under, or to enforce any provision of, this Agreement will not be deemed a waiver or forfeiture of such rights or ability to enforce such provision. If any provision of this Agreement is held by a court of competent jurisdiction to be illegal, invalid or unenforceable, that provision will be amended to achieve as nearly as possible the same economic effect of the original provision and the remainder of this Agreement will remain in full force and effect.

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T e ch in lin e for such purpose. Any and all rights and remedies of T e ch in lin e upon Your breach or other default under this Agreement will be deemed cumulative and not exclusive of any other right or remedy conferred by this Agreement or by law or equity on T e ch in lin e, and the exercise of any one remedy will not preclude the exercise of any other. The captions and headings appearing in this Agreement are for reference only and will not be considered in construing this Agreement.

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11 Copyright

All content of the T e c h in lin e R e m o te De s k to p Help System, T e c h in lin e Expert User’s Guide, T e c h in lin e C lient User’s Guide as well as all content of our products and the T e c h in lin e .c o m website are copyrighted by T e c h in lin e Lim ite d.

The T e c h in lin e name and logo are trademarks and are protected by law.

Other trademarks, product and service names, and logos used and not belonging to T e c h in lin e Lim ite d, are trademarks of their respective owners.

https://fixme.it/

fixme.it/Expert

c.fixme.it.

https://techinline.net/

https://fixme.it

Contents