The aim of this Guide is to provide you with the complete and detailed instructions on how to work with T e c h in lin e Fix M e . ITto make remote computer support easier and more affordable than ever before. Techinline FixMe.IT allows you to remotely view, diagnose, and resolve problems for anyone around the world, from anywhere in the world.

In this Ex p e r t U s e r 's G u id e, you will find the following information:

Preface - information about this Guide, typographical conventions, and feedback. Introduction - general information about the T e c h in lin e Fix M e .IT application.

Purchasing the FixMe.IT application - instructions on how to buy T e c h in lin e Fix M e .IT and information about available license types.

Getting Started - instructions on how to run T e c h in lin e Fix M e .IT for the Expert.

Expert User Interface - an overview of the Expert user interface of T e c h in lin e Fix M e .IT. Running the Application - instructions on how to run T e c h in lin e Fix M e .IT as the Expert.

Finish Working with the Application - instructions on how to finish working with T e c h in lin e Fix M e .IT for the Expert. Start a new Support Session - instructions on how to start a new support session with the C lient.

C lose a Support Session - instructions on how to close a support session with the C lient.

Performing FixMe.IT Operations - instructions on how to view and control the C lient's remote desktop, allow the C lient view and control your desktop, reboot the remote computer, transfer folders/files/text, and chat to the C lient. Managing Remote Session Options - instructions on how to specify image quality and the view settings for a screen of a higher resolution.

Getting Reports on Sessions - instructions on how to generate a custom-built report on conducted sessions. Getting Information about the Expert Account - instructions on how to view your Expert Account information. Editing the Expert Profile - instructions on how to change your Expert contact information and password. C ustomizing the C lient Page - instructions on how to customize the template for the C lient Page, change the appearance of the C lient Box, and obtain the link to the customized C lient Page.

Getting C ontext Help - instructions on how to get help for the current context. 5 6 6 5 7 10 21 26 46 154 50 56 58 76 120 129 132 140 153

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that can arise while working with T e c h in lin e Fix M e .IT, and contact details for the Fix M e .IT Support Department. Terms of Services - a legal agreement between you and T e c h in lin e Ltd for use of the Fix M e .IT services. C opyright - T e c h in lin e Ltd 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 application for the first time, you will be asked to download and run the application. 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 application 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:

Email [email protected] 164

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2 Introduction

In this chapter, you will find the following general information about T e c h in lin e Fix M e .IT: About the Techinline FixMe.IT Application

How the Techinline FixMe.IT Application Works

2.1 About Techinline Remote Desktop

T e c h in lin e Fix M e .IT 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 Fix M e .IT requires downloading and running an application.

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.

What can you do with Techinline FixMe.IT?

With T e c h in lin e Fix M e .IT, you can perform almost any task imaginable, right from the comfort of your own computer. There are a number of ways in which you can use remote access. Here are the most common applications of the Fix M e .IT application:

Technical/helpdesk support. T e c h in lin e Fix M e .IT allows you to remotely assist your employees and customers by viewing their computer 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 Fix M e .IT 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 conduct 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 Fix M e .IT also allows you to transfer folders, files, and text between the local computer and the remote computers of your customers.

Features of Techinline FixMe.IT With T e c h in lin e Fix M e .IT you can:

View the remote desktop of the Client.

View the desktop of the remote computer 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. 7

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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 of 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.

Video 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 concurrent connections 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 Fix M e .IT 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 application consists of three parts:

Ex p e r t Ap p lica tio n - the application module which is run by the Expert in order to start the support session (a period during which the Expert is connected to the FixMe.IT application. The session starts when the Expert logs into the application and ends when the Expert finishes working with the application. 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 Fix M e .IT server and provides communication between the Expert and the C lient.

Clie n t Ap p lica tio n - the application module which the C lient runs in order to connect to the Expert's support session. To work with T e c h in lin e Fix M e .IT, the C lient and the Expert are both required to have an Internet connection. 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 Purchasing Techinline Service

Fix M e .IT relies on Bluesnap (see at http://www.bluesnap.com/), an independent E-C ommerce system, to process online orders and collect payments for T e c h in lin e Fix M e .IT .

All purchases are made online. The service is available immediately after the payment is processed. The T e c h in lin e Fix M e .IT application is available in two different license types:

Subscription License . Allows an unlimited number of sequential single sessions to be run over the space of the purchased term (month, quarter, half year, or year). The subscription license also includes Unattended Access functionality.

For instructions on how to buy a Subscription License, see the topic Purchasing Subscriptions .

Pay Per-Session License . A transparent "Pay As You Go" plan which ensures that you only pay based on the number of times you use the service. The cost of this prepayment plan depends on the number of purchased sessions (bundle). The Unattended Access feature is not available with the Per-Session license. For instructions on how to buy a Pay Per-Session License, see the topic Purchasing Sessions .

3.1 Purchasing Sessions

The Pay Per-Session License provides you with the following benefits:

flexible "pay as you go" pricing model, which is ideal for sporadic usage and personal needs enables running multiple sessions at a given time with a single account

flexibility of paying for the number of times that the service is used instead of a specific term

can connect to same machine within 12 hours multiple times without being charged with an additional session Pay Per-Session Licenses are not automatically renewable. Therefore, purchasing additional sessions for an existing FixMe.IT account must be done manually .

No te : T h e P e r-Se s s io n lic e n s e d o e s n o t in c lu d e th e Unattended Access fe a tu re . Unattended Access is o n ly a v a ila b le w ith th e Subscription License .

T o p u r ch a s e a P a y P e r - S e s s io n Lice n s e :

1. Go to: http://www.techinline.com/BuyNow.

2. In the Per-session license section, choose the number of sessions you would like to purchase and click the corresponding Buy It button.

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C h o o s e th e n u m b e r o f s e s s io n s to p u rc h a s e 3. The Bluesnap order page will open. Fill in the order form and click the Submit button.

Im p o rta n t! The provided Email Address will serve as the login for your Fix M e .IT account.

Your FixMe.IT account will be created and the application will become available immediately after the order is processed. You will receive the following emails at the specified email address:

The Confirmation email containing order details from Bluesnap.

The Account details email from FixMe.IT. It will contain a randomly generated password for your Fix M e .IT account which can then be changed .

No te . If the email with your Account details from FixMe.IT does not arrive within 5 minutes of receiving the Bluesnap email, please check the Spam folder or any potential email filter settings. If you are still unable to locate the letter, contact us .

3.1.1 Adding More Sessions

If you have used all of the sessions of your Pay Per-Session License , you will receive the following message in red color in the Expert Main Form (Pre-Session Status) : "You no longer have sessions remaining in your account. Please click the Purchase menu above to order additional sessions."

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No s e s s io n s re m a in in y o u r a c c o u n t You may add more sessions to your Techinline Account.

T o p u r ch a s e m o r e s e s s io n s :

1.Do one of the following:

Launch the Techinline service as the Expert . From the Purchase menu, choose the number of sessions to purchase.

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C h o o s e th e n u m b e r o f s e s s io n s to p u rc h a s e

Go to: http://www.techinline.com/BuyNow. In the Per-session license section, choose the number of sessions you would like to purchase and click the corresponding Buy It button.

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C h o o s e th e n u m b e r o f s e s s io n s to p u rc h a s e 2.The Plimus order page will open. Fill in the order form and click the Submit button.

Im p o rta n t! To add the purchased sessions to your existing Techinline account, make sure that the Email Address (your Techinline login) corresponds to that of your existing Pay Per-Session License .

The sessions will be added to your Techinline account immediately upon receipt of payment. You will receive the following letters at the specified email address:

The Confirmation email containing order details from Plimus. The Account details email from Techinline.

No te . If the email with your Account details from Techinline doesn't arrive within 5 minutes of receiving the Plimus email, please check the Spam folder or any potential email filter settings. If you are still unable to locate the letter, contact us

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3.2 Purchasing Subscriptions

The Subscription License provides you with the following benefits:

unlimited number of sequential sessions over the space of the selected license term, which is ideal for consistent use and/or business purposes

each license allows running a single session at a given time

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automatically renews at the end of each purchased term includes Unattended Access functionality

For your convenience, Subscription Licenses are automatically-renewing (when the purchased time period ends, the subscription for the identical time period is extended and you are billed using the payment method which has been set upon initially purchasing the service).

No te. If you do not want the subscription to be automatically renewed at your next payment date, please notify our Sales Department or cancel the subscription before the next scheduled billing date through your Plimus account. Expired subscriptions can be reactivated manually in the future.

No te . If you would like to purchase a Yearly Subscription which is not automatically renewable, fill out the purchase form on the following page: https://www.plimus.com/jsp/buynow.jsp?contractId=1718690, or pay with a Purchase Order .

T o p u r ch a s e a S u b s cr ip tio n Lice n s e :

1. Go to: http://www.techinline.com/BuyNow.

2. In the Subscription license section, choose a license term you would like to purchase and click the corresponding Buy It button.

C h o o s e a lic e n s e te rm to p u rc h a s e No te . A Yearly Subscription may be paid for with a Purchase Order .

3. The Bluesnap order page will open. Fill in the order form and click the Submit button.

Im p o rta n t! The Email Address provided in the online form will be automatically assigned as the login for your Fix M e .IT account.

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Your FixMe.IT account will be created and your subscription will be activated immediately after the order is processed. You will receive the following emails at the specified email address:

The Account details email from FixMe.IT. It will contain a randomly generated password for your Fix M e .IT account which can be changed .

No te . If the email with your Account details from FixMe.IT doesn't arrive within 5 minutes of receiving the Bluesnap email, please check the Spam folder or any potential email filter settings. If you are still unable to locate the letter, contact us

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3.3 Reactivating Expired Subscriptions

If your FixMe.IT subscription has not been automatically renewed and has an expired status, you will receive the following message in red color in the Expert Main Form (Pre-Session Status) : "Your subscription has expired. Please click the Purchase menu above to order a new account online."

Y o u r s u b s c rip tio n h a s e x p ire d In this case, you can manually reactivate your expired subscription.

T o r e a ctiv a te y o u r e x p ir e d s u b s cr ip tio n :

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1. Run the FixMe.IT application as the Expert .

2. From the Purchase menu, choose Renew (Monthly/Quarterly/Semi-Annual/Yearly).

C lic k P u rc h a s e > > R e n e w

3. The Bluesnap order page will open. Fill in the order form and click the Submit button.

Im p o rta n t! To reactivate your existing FixMe.IT account, make sure the Email Address (your FixMe.IT login) corresponds to your existing account.

Your FixMe.IT subscription will be reactivated immediately upon receipt of payment. You will receive the following emails at the specified email address:

No te . If the email with your Account details from FixMe.IT doesn't arrive within 5 minutes upon receiving the Bluesnap email, please check the Spam folder or any potential email filter settings. If you are still unable to locate the letter, contact us .

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3.4 Paying with a Purchase Order

FixMe.IT's Yearly Subscription may be paid for with a Purchase Order. Techinline Ltd is under contract with Bluesnap Inc (3rd party payment processing system) to process Purchase Order transactions.

No te . Yearly Subscriptions paid with a Purchase Order are not automatically renewable. In such cases, expired subscriptions can be reactivated manually .

T o p a y with a P u r ch a s e Or d e r :

1. Obtain a Purchase Order Quote from Bluesnap:

Go to: https://www.plimus.com/jsp/buynow.jsp?contractId=2005026.

C omplete the online order form. C hoose Purchase Order in the Method of payment field.

After submitting the first page of the form containing contact information and quantity, a formal Purchase Order Quote will be provided.

2. Fax the obtained Purchase Order Quote (form) along with your company’s internal Purchase Order to Bluesnap to the following fax number: +1-858-777-5553.

3. Once Bluesnap approves the Purchase Order, an invoice containing payment instructions for the transaction will be generated and emailed to you.

4. Pay the invoice to the address provided in the invoice along with the Order Reference Number indicated in the invoice.

Once Bluesnap processes the payment and notifies Techinline that the order has been processed, the purchased FixMe.IT subscriptions will be automatically created in the FixMe.IT system.

Please feel free to contact FixMe.IT's Sales Department for any inquiries related to completing Purchase Order transactions:

Phone: C anada and US: United Kingdom:

(1) 617-381-4349 (44) 020-8144-7131 Email: [email protected]

Skype ID: techinline

3.5 Subscription License

The Subscription License offers complete flexibility over the term of your purchase:

Unlimited access. You can use the T e c h in lin e Fix M e .IT application as many times during the subscription period as needed.

Unattended access. You can configure up to 150 computers for unattended access with your subscription license. Simultaneously connected experts. The number of simultaneously running support sessions (Experts connected at the same time) corresponds to the number of licenses purchased.

Multiple working places. The license is not tied to any hardware or software environment. You may use your FixMe. IT account on any machine to provide support.

Several subscription time periods. The following subscriptions are available: o Monthly subscription o Quarterly subscription o Semi-annual subscription o Yearly subscription 18 16

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This license allows for an unlimited number of sequential sessions to be run over the space of the purchased term (month, quarter, half year, or year). For your convenience, as well as to prevent any potential interruptions and delays due to processing payments, the Subscription License is purchased in advance for a given time period and the

subscription is automatically renewed once the purchased time period expires (payment is withdrawn from your Bluesnap balance or the credit card on file is charged).

No te. If you do not want the subscription to be automatically renewed, please notify our Sales Department or cancel the subscription prior to the next billing date through your Bluesnap account. Expired subscriptions can be reactivated manually .

No te . If you would like to purchase a Yearly Subscription which is not automatically renewable, fill out the purchase form on the following page at: https://www.plimus.com/jsp/buynow.jsp?contractId=1718690, or pay with a Purchase Order . In such cases, expired subscriptions can be reactivated manually .

Advantages of the Unlimited License: This license is very useful and economical when a large number of sequential single sessions over a particular time-period is required. Furthermore, you are able to use the Unattended Access feature.

For instructions on how to buy a Subscription License, see the topic Purchasing Subscriptions .

For instructions on how to switch between the Subscription and Pay Per-Session Licenses, see the topic Switching License Type .

3.6 Pay Per-Session License

The Pay Per-Session License is a transparent "Pay As You Go" license which ensures that you only pay based on the number of times that the service is used. The cost of this prepayment plan depends on the number of purchased sessions (bundle). The Pay Per-Session license provides the following characteristics:

Infinite length of a running session. A running session does not have a time limitation and can continue for as long as needed.

Unlimited number of connections to a single computer during 12 hours. A single session is defined as a 12-hour period after the initial connection is established. Therefore, you can connect and disconnect to the same computer as many times as needed within the allocated 12 hours. In this case, you will not be billed for any additional sessions.

Example: You have connected to the computer of C lient A on Monday at 10:00 a.m and disconnected at 10:13 a.m. You have created the session which will be withdrawn from your balance of purchased sessions. Later that day, you have connected to the computer of C lient B at 01:00 p.m. and disconnected at 01:30 p.m. You have used another session which will also be deducted from your available sessions. At this time, you have used two

sessions in total. If you connect to C lient A's computer later that same day at 9:30 p.m. and disconnect at 10:30 p. m., your account balance remains the same because this is a continuation of a session which was initiated less than 12 hours ago, and which has already been subtracted from your sessions balance.

No te: If you feel that we have wrongfully withdrawn a session from your account, contact our Sales Department . Multiple connections. As opposed to the Unlimited License where the Expert can run a single session at a time, the Per-Session License allows for multiple simultaneous running sessions using a single Fix M e .IT account. All that is needed in this case is the appropriate number of sessions to be available on your account balance.

Different session bundles available. The following number of sessions are available for purchase: 5, 20, 50, and 100 sessions.

Absence of Unattended Access. The Per-Session license does not include the Unattended Access feature. Advantages of the Pay Per-Session License:

The Pay Per Session License is ideally suited for personal or infrequent use (roughly 5 or less connections per month). Since you are not required to use the sessions within a given time period, they will remain in your account until the need arises at any point in the future.

The Pay Per Session License also enables buyers to run numerous sessions concurrently and/or sequentially, which delivers great flexibility when it comes to using the purchased sessions.

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For instructions on how to buy a Pay Per-Session License, see the topic Purchasing Sessions .

For instructions on how to switch between the Pay Per-Session and Subscription Licenses, see the topic Switching License Type .

3.7 Switching License Type

You can switch from the Pay Per-Session License to the Subscription License and vice versa as well as change the duration of your Subscription License.

Please note that you will not be refunded upon switching to another License during the contract period. Your current account will remain active until the expiration date of the contract, and you will not be charged on the next scheduled billing date.

If you have purchased the yearly subscription and during this time-period (f.e. in a half a year) you have decided to switch to the Pay Per Session License, you will not be refunded the remaining time-period (in this case, 6 months). Upon the expiration of the yearly contract, the subscription will not be renewed and as a result, your Fix M e .IT account will become inactive.

If you have sessions remaining in your balance and decide to switch to a Subscription License, you will not be refunded for the remaining sessions. Therefore, it is best to use all of the remaining sessions and then purchase a Subscription License.

T o s witch fr o m th e P a y P e r - S e s s io n to th e S u b s cr ip tio n Lice n s e :

1. C ancel your License by e-mailing Fix M e .IT at [email protected] or directly through the payment system (at https://secure.bluesnap.com/jsp/account_login.jsp) customer interface.

2. Purchase a Subscription License .

T o s witch fr o m th e S u b s cr ip tio n to th e P a y P e r - S e s s io n Lice n s e :

C ontact the FixMe.IT Sales department .

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4 Getting Started

In this chapter, you will find the following instructions on installing/uninstalling the T e c h in lin e Fix M e .IT application for the Expert:

System requirements

How to install Expert Application

4.1 System Requirements

The Fix M e .IT application is currently available for the Windows operating system. . We recommend that you follow these guidelines to using the Fix M e .IT application:

Operating System

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

Internet Connection

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

4.2 Installing Expert Application

Ex p e r t Ap p lica tio n is a standalone program which delivers a simple method for using the Fix M e .IT application.

T o r u n Ex p e r t Ap p lica tio n :

1. Go to: e.fixme.it or fixme.it/Expert..

No te . C lient Application is available at: c.fixme.it.

Or run the FixMe.IT application for the first time in your web browser.

C lick the Run Expert Application button to download and run the application.

C lic k R u n E x p e rt A p p lic a tio n

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Internet Explorer:

You will receive the following message: "Do you want to run or save TechinlineExpert.exe (1.11 MB) from techinline.net?" C lick the Run button on the information panel.

C lic k R u n Firefox:

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

C lic k Sa v e File

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

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C lic k R u n Opera, Safari and other browsers:

The Run file Dialog will appear. C lick the Run button.

C lic k R u n Chrome:

1. After clicking the Run button, the application will be downloaded automatically. In the bottom left corner of the browser window, click the TechinlineExpert.exe item located on the information panel.

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C lic k R u n

3. Upon downloading and running the Expert Application, you may log in and start working with the application .

E x p e rt De s k to p A p p lic a tio n

4. Once the application is downloaded and started, it installs the Expert Application for the current user and creates a shortcut on the Users's Desktop. You may then run the Expert Application directly through the Desktop shortcut.

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5 Expert User Interface

T e c h in lin e Fix M e .IT interface is intuitive and user-friendly. With a range of convenient Fix M e .IT tools, the Expert will connect to the C lient in a matter of seconds and will comfortably use the remote access options.

The view of the Expert User Interface depends on the current context: Expert Log In Form

The Expert Log In Form is displayed when you are not logged in to the T e c h in lin e Fix M e .IT application.

In this form, you can log in as the Expert to the Techinline FixMe.IT application . If you do not have an existing account, you may register for a free trial account.

Expert Main Form (Pre-Session Status)

The Expert Main Form (Pre-Session Status) appears when you have logged in as the Expert to the T e c h in lin e Fix M e .IT application, but a support session has not been established with the C lient.

In this form, you can establish a connection with the C lient to start a support session .

Expert Main Form (Active Session Status)

The Expert Main Form (Active Session Status) appears when a support session has been established with the C lient. In this form, you will find tools to perform various operations: view the C lient's remote desktop , control the C lient's remote desktop , reboot the C lient's remote computer , share the view of your desktop with the C lient , share the control of your desktop with the C lient , transfer files/ clipboard content , chat with the C lient , record the remote session and restart the C lient as Windows system service .

The Unattended Clients Form appears when a support session has been established with the C lient.

In this form, you will find tools to perform various operations: Setup Unattended C onnection Support and Remove Unattended Access to the Remote C omputer

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My Account Form

The My Account Form is available when you are logged in as the Expert to the Fix M e .IT application, and may also be

accessed during the support session.

In this form, you can manage your FixMe.IT account: obtain information about your Expert account , edit your Expert profile and password , obtain reports on conducted sessions

, and customize the C lient Page .

Support Form

The Support Form is available when you are logged in as the Expert to the T e c h in lin e Fix M e .IT application, and may also be accessed during the support session.

In this form, you may contact the Fix M e .IT support department.

5.1 Expert Log In Form

Once you have installed Expert Application the application will be started automatically and the Expert Log In Form is displayed.

In this form, you can log in as the Expert to the Techinline FixMe.IT application . If you do not have an existing account, you may register for a free trial account.

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T h e E x p e rt Lo g In Fo rm The form contains the following elements:

The Username field allows you to enter your login (the email address that was used to register your Fix M e .IT account).

The Password field allows you to enter your Fix M e .IT password.

The Forgot Password? link opens the Password Recovery Section to retrieve the password.

The Keep me signed in checkbox allows you to remember your Fix M e .IT login details (username and password) on the current computer. It works if the windows cookies are enabled on the computer.

The Sign in button logs you in to the T e c h in lin e Fix M e .IT application using your login details (username and password). The Expert Main Form (Pre-Session Status) will appear.

The Sign up now link opens a page to register a Fix M e .IT free trial account.

5.2 Expert Main Form (Pre-Session Status)

The Expert Main Form (Pre-Session Status) appears when you have logged in to the Techinline FixMe.IT application as the Expert (to offer technical support or any other form of assistance to the C lient) but a connection has not been established with the C lient.

In this form, you can establish a connection with the C lient to start a support session . The Expert Main Form (Pre-Session Status) consists of the following parts:

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T h e E x p e rt M a in Fo rm (P re -Se s s io n Sta tu s ) Connection Summary:

o The Waiting number shows the amount of support sessions that must be confirmed by the C lient. o The Connected number shows the amount of ongoing support sessions with remote C lients. o The Closed number shows the amount of support sessions that were closed by remote C lients.

o The Declined number shows the amount of support sessions (if it is more than one) that were rejected by remote C lients. If this number is zero, this element will not be displayed on the form.

Chat Board of the Chat Panel displays service messages. C hat with the C lient is enabled in the Expert Main Form (Active Session Status) .

Tabs:

o Home Tab. This tab opens the Expert Main Form (Pre-Session Status) from other windows when you are not connected to the C lient.

o My Account Tab. This tab opens the My Account Form which allows you to manage your FixMe.IT account. o Unattended Clients Tab. This tab opens the Unattended Clients Form which allows you to manage your

Unattended clients.

o Support Tab. This tab opens the Support Form which allows you to contact Fix M e .IT 's support department. o Sign Out finishes work with the Fix M e .IT application. The Expert Log In Form will appear.

Buttons and links:

o The New Session button connects you to the C lient using their C lient ID. The[****] New Support session dialog will appear.

o The Get Context Help button ( ) opens context sensitive help that is related to the current context.

o Version number shows the current version of your T e c h in lin e Fix M e .IT application. You may see the change history when you press on this link.

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5.3 Expert Main Form (Active Session Status)

The Expert Main Form (Active Session Status) appears when at least one support session has been established with a C lient.

In this form you may add a new support session, switch between support sessions, and perform other various operations: Switch between support sessions

View the C lient's remote desktop C ontrol the C lient's remote desktop Reboot the C lient's remote computer Share view of your desktop with the C lient Share control of your desktop with the C lient Transfer files/clipboard content

C hat with the C lient

Restart the C lient as Windows system service

The Expert Main Form (Active Session Status) consists of the following parts:

E x p e rt M a in Fo rm (A c tiv e Se s s io n Sta tu s ) Support Session List:

The Support Session List displays information about ongoing support sessions. Each support session row consists of the following fields: 58 61 64 87 81 83 106 112 96

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Su p p o rt s e s s io n De ta ils

o The Alert field displays any messages from the client support session. In case of an alert, the following icon ( ) is displayed in this field.

o The Status field displays the support session status: Ico n Sta tus Description C on nect ed

The support session has been successfully established and the Expert may perform any support operation.

Wai ting

The remote C lient is located and the C lient must approve the support session C lo

sed

The support session has been closed by the remote C lient Dec

line d

The remote C lient has declined the support session

o The Session field displays either the C lient ID or Unattended depending on the support session type.

o The Edit session details button ( ) allows the Expert to edit support session details such as the Client Name and session Notes that will be displayed in the session usage report.

o The Session field displays either the C lient ID used to establish the support session or "Unattended" if the support session has been established with an Unattended C lient.

o The Client Name field displays the name of the C lient (this field is optional: it may be left empty and can be edited at any point during the session). The content of this field will be displayed in the session usage report.

o The Close Support Session button removes the support session from the C onnection List. When a session is active, the ( ) button closes and removes the support session from the list. If the support session has been closed by the C lient, the ( ) button simply removes it from the list. The Expert Main Form (Pre-Session Status) will then appear.

o The Start Time field displays the time at which the support session for each connected client was started. o The Duration displays the duration of the session as "hours:minutes:seconds".

Remote Desktop Toolbar:

The Connect to the remote desktop button opens the following menu:

The Remote desktop control menu item allows you to remotely view the C lient's desktop and control the C lient's mouse and keyboard .

The Remote desktop view menu item allows you to remotely view the C lient's desktop .

The Connect the remote user to your desktop button opens the following menu:

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The Local desktop control menu item allows the C lient to remotely view your desktop and control your mouse and keyboard .

The Local desktop view menu item allows the C lient to remotely view your desktop .

The Reboot and reconnect the remote computer button allows you to remotely restart the C lient's computer .

The Regular Reboot and Reconnect menu item allows you to remotely reboot and reconnect to the remote computer in normal mode.

The Safe Reboot and Reconnect menu item allows you to remotely reboot and reconnect to the C lient's

computer in safe mode.

The Request Windows Password menu item allows you to ask the C lient for the Windows password to enable unattended reboot.

The Send file to the remote computer button allows you transfer a single file from your computer to the C lient's computer without launching the Remote Desktop C ontrol mode.

The Installation option button allow you to install Unattended C lient on the remote computer or C lient Desktop application for future use.

The Install Client Application menu item allows you to install FixMe.IT C lient Application on the remote computer for future use.

The Setup Unattended Access menu item allows you to setup unattended access to the remote computer .

No te. If the Expert does not have Administrative Rights (only has limited rights), then the following message will be displayed on the Remote Desktop Toolbar: "UAC is enabled on the remote system. You must restart the Client as Windows system service to view UAC prompts and perform administrative tasks on the remote computer". By using the link in the message, the Expert can restart the C lient as Windows system service .

Chat Panel allows you to interact with the C lient via text chat . It also displays service messages. Tabs:

o Home Tab. This tab opens the Expert Main Form (Active Session Status) from other windows during a support session.

o My Account Tab. This tab opens the My Account Form which allows you to manage your FixMe.IT account. o Support Tab. This tab opens the Support Form which allows you to contact Fix M e .IT 's support department. o Sign Out finishes work with the Fix M e .IT application. The Expert Log In Form will appear.

Buttons and links:

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5.3.1 Expert's Chat Panel

The Chat Panel is a part of the Expert Main Form (Active Session Status) and the Expert Main Form (Pre-Session Status) .

On the Expert Main Form (Pre-Session Status) the chat board displays a welcoming message which contains information about your login and Expert license type.

No te. The Send Messages Panel and the Send button are disabled on this form.

On the Expert Main Form (Active Session Status) the Chat Panel allows you to interact with the C lient via text chat after a connection with the C lient has been established.

The Chat Panel consists of the following elements:

T h e E x p e rt's C h a t P a n e l The Chat Board displays the following messages:

o Information about the session: when the remote session with the C lient was established and ended, session duration. o C hat messages.

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

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

The Typing status bar displays the message "Client is typing a message..." when typing is in progress. No te. Once the C lient is disconnected from the support session, the Send Messages Panel and the Send button are disabled.

5.4 My Account Form

The My Account Form is available when you are logged in as the Expert to the Fix M e .IT application, and may also be accessed during the support session.

In this form, you can manage your FixMe.IT account: Get information about your Expert account Edit your contact information and password Get reports on conducted sessions

C ustomize the C lient Page

The My Account Form consists of the following parts:

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T h e M y A c c o u n t Fo rm Sections:

The Account Information section shows the following information about your Expert Account :

License: your license type and account status (active/expired).

Renewal Date/Expiration Date/Sessions Left. E-mail (your login).

The Client Application Setup link allows the Expert to download the C lient Application Setup file which may then be installed on the client's machine for future use. The Client Application Setup link can also be copied to clipboard using the button.

The Unattended Access Setup link allows the Expert to download the Unattended Access Setup file which may be installed on the client's machine. The machine where an unattended access application has been installed will then be added to the Expert's Unattended C lients list. The Unattended Access Setup link can also be copied to clipboard using the button.

The Client Installer Package (.msi) link allows the Expert to download the installation package which may be used for mass or automated deployment on the client's machines. The Client Installer Package (.msi) link can also be copied to clipboard using the button .

The Edit Profile section allows you to edit your Expert Profile settings :

The Contact Information link opens the Contact Information Section where you can edit your contact information .

The Change Password link opens the Change Password Section where you can change your FixMe.IT password .

The Client Page Setup section allows you to customize the appearance and/or content of the C lient Page which is displayed to the C lient prior to and during the session: The Page Template link opens the Page Template Section where you can change the page template for the C lient Page (the background and content of the page around the C lient Box) and get the link for connecting to the customized C lient Page . The Client Box Setup link opens the Client Box Setup Section where you can

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customize the appearance of the C lient Box and obtain the link for connecting to the customized C lient Page .

The Session Usage Report link opens the Session Usage Report Section where you can obtain a session usage report .

Tabs:

o Home Tab. When you are not connected to the C lient, this tab opens the Expert Main Form (Pre-Session Status) . During a support session, this tab opens the Expert Main Form (Active Session Status) . o My Account Tab. This tab opens the My Account Form from other windows.

o Unattended Clients Tab. This tab opens the Unattended Clients Form which allows you to manage your Unattended clients.

Buttons and links:

5.4.1 Contact Information Section

The Contact Information Section of the My Account Form allows you to view and edit your contact information .

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T h e C o n ta c t In fo rm a tio n Se c tio n Contact Information Panel:

o The First Name field displays your first name. o The Last Name field displays your last name. o The Company field displays your company name.

o The Address 1, Address 2, City, Zip (Postal Code), State, and Country fields display your mailing address. o The Work Phone field displays your work phone number.

o The Send FixMe.IT news to me checkbox displays whether you are subscribed to Fix M e .IT news or not. o The Save Changes button saves changes and updates your profile.

You can edit and update your contact information . Tabs:

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Buttons and links:

5.4.2 Change Password Section

The Change Password Section of the My Account Form allows you to change your FixMe.IT password . The Change Password Section consists of the following parts:

T h e C h a n g e P a s s w o rd Se c tio n Change Password Panel:

o The Current Password field allows you to enter your current password. o The New Password field allows you to enter your new password.

o The Confirm New Password field allows you to re-enter your new password. o The Save Changes button saves the new password and updates your profile. Tabs:

Buttons and links:

5.4.3 Page Template Section

The Page Template Section of the My Account Form allows you to:

C hange the page template for the C lient Page (the background and content of the page around the C lient Box). Get the link for connecting to the customized C lient Page .

The Page Template Section consists of the following elements:

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T h e P a g e T e m p la te Se c tio n Page Template Panel:

o The Branded Client Page link displays the link for connecting to the customized C lient Page. You can set up this link directly on your own website, thereby directing your clients to your webpage in order to access the service. The Branded Client Page link can also be copied to clipboard using the button.

o The Branded Client Application Setup link displays the link for downloading the Branded C lient Setup application which may be installed on the client's machine for future use. The Branded Client Application Setup link can also be copied to clipboard using the button.This application contains the customized C lient Page.

o The Branded Client Installer Package (.msi) displays the link for downloading the Branded C lient Installer Package which may be used for mass or automated deployment via Windows Group Policy or Windows Installer Application. The Branded Client Installer Package (.msi) link can also be copied to clipboard using the button.

o The HTML Code field allows you to view and edit HTML code for the customized C lient Page . o The Show Example/Hide Example link opens/hides an example of HTML code:

o The Save Changes button saves and updates your template for the C lient Page. Tabs:

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Buttons and links:

5.4.4 Client Box Setup Section

The Client Box Setup Section of the My Account Form allows you to:

C ustomize the appearance of the C lient Box (an area on the web page which the C lient sees prior to and during a support session).

Get the link for connecting to the customized C lient Page . The Client Box Setup Section consists of the following elements:

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T h e C lie n t B o x Se tu p Se c tio n Client Box Setup Panel:

o The Branded Client Page link displays the link for connecting to the customized C lient Page. You can set up this link directly on your own website, thereby directing your clients to your webpage in order to access the service. The Branded Client Page link can also be copied to clipboard using the button.

o The Branded Client Application Setup link displays the link for downloading the Branded C lient Setup application which may be installed on the client's machine for future use. The Branded Client Application Setup link can also be copied to clipboard using the button. This application contains the customized C lient Page.

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o The Branded Client Installer Package (.msi) displays the link for downloading the Branded C lient Installer Package which may be used for mass or automated deployment via Windows Group Policy or Windows Installer Application. The Branded Client Installer Package (.msi) link can also be copied to clipboard using the button.

o Hints display elements of the C lient Box that can be customized.

o Client Box Customization fields allow you to view and edit the C lient Box settings :

The Logo field allows you to upload a logo image. The Browse... button allows you to browse your computer for a file with your logo image. The Delete button deletes an uploaded logo image file.

The Caption field allows you to enter the heading for the C lient Box (HTML is allowed).

The Status Bar Prompt field allows you to enter text instructions for the C lient on how to send their C lient ID number to the Expert (HTML is allowed).

The Caption Style, Menu Style, Main Area Style, Client ID Box Style, and Prompt Style fields allow you to enter the settings for the C SS styles for C aption, Menu, Main Area, C lient ID Box, and Prompt correspondingly. You can use any C SS styles here.

o The Save Changes button saves your changes and updates the C lient Box. Tabs:

Buttons and links:

5.4.5 Session Usage Report Section

The Session Usage Report Section of the My Account Form allows you to keep track of all remote sessions and generate information output on all sessions conducted during a selected period of time.

The Session Usage Report Section consists of the following elements:

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T h e Se s s io n U s a g e R e p o rt Se c tio n Session Usage Report Panel:

o The Session type field allows you to choose the type of the session (Attended/Unattended), which will be included into the report.

o The Date range field allows you to choose the date range of the report.

o The Expert IP address field allows you to filter the sessions, which will be included into the report, by Expert IP Address.

o The Client IP address field allows you to filter the sessions, which will be included into the report, by C lient IP Address.

o The Client name field allows you to filter the sessions, which will be included into the report by C lient Name. o The Show notes field allows you to choose whether or not the Notes of the session is included into the report. o The Report format field allows you to choose one of the possible report format (HTML,Excel,Word,PDF).

Tabs:

Buttons and links:

o Version number shows the current version of your T e c h in lin e Fix M e .iT application. You may see the change history when you press on this link.

5.5 Unattended Clients Form

The Unattended C lients form allows you to manage unattended computers and initiate the Unattended Support C onnection .

The Unattended Clients Form consists of the following elements:

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U n a tte n d e d C lie n ts Fo rm Edit button:

The Edit ( ) button allows editing the Name and Group of an Unattended C omputer. Delete button:

The Delete ( ) button revokes Unattended Access to the remote machine and uninstalls the Unattended C lient from the remote machine.

Logged in User displays the full Windows account name of the current logged in user on the remote machine. If the user is not logged in, this field states "Windows logon Screen".

Activity field:

The Activity field displays the current user's activity on the remote machine. The hint displays information about the duration that this machine is in its current state. This field may contain the following values:

Activity field value

Description

The user is currently working on the remote machine. The hint of the value displays the The remote machine is currently not being used.

Status field:

The Status field displays the current status of the Unattended C lient. Status Description

The remote machine is up and running and you may establish an Unattended Support C onnection with this computer.

The remote machine is switched off or unavailable.

Unattended Access to this remote machine has been revoked by the client. The installation process for Unattended Access has not been completed.

Installed On field.

The Installed On field displays the date on which this Unattended C lient was created. Last Connected field

The Last Connected field displays the date of the last connection to this Unattended C lient. Action:

Depending on the Unattended C lient status, the Action field displays different actions available for this Unattended C lient.

Action Description

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The remote machine is up and running and you may establish an Unattended Support C onnection with this computer.

You are already connected to this remote machine and can activate the support session.

Tabs:

o Home Tab. When you are not connected to the C lient, this tab opens the Expert Main Form (Pre-Session Status) . During a support session, this tab opens the Expert Main Form (Active Session Status) . o My Account Tab. This tab opens the My Account Form which allows you to manage your FixMe.IT account. o Unattended Clients Tab. This tab opens the Unattended Clients Form which allows you to manage your

Unattended clients.

Filter:

o The Status filter allows you to filter items in the list based on the Status field. o The Computer Name filter allows you to filter items in the list by C omputer Name. Buttons and links:

o The Refresh button updates all information in the list.

o The Show Groups button displays the Group Name field of Unattended C omputers and allows sorting them by Group Name.

o The Hide Groups button hides the Group Name field of Unattended C omputers. o The Group Sort button changes the group sorting order.

o The Expand All button expands all groups in the Unattended C omputer list. o The Collapse All button collapses all groups in the Unattended C omputer list.

o Version number shows the current version of your T e c h in lin e Fix M e .IT application. You may see the change history when you press on this link.

5.6 Support Form

The Support Form is available when you are logged in as the Expert to the T e c h in lin e Fix M e .IT application, and may also be accessed during the support session.

In this form, you may contact the Fix M e .IT support department. The Support Form consists of the following elements:

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T h e Su p p o rt Fo rm Support Panel:

o The Your Name field allows you to enter your name. o The Email field allows you to enter your email.

o The Subject field allows you to enter the subject of your message. o The Message field allows you to enter your message.

Tabs:

o Home Tab. When you are not connected to the C lient, this tab opens the Expert Main Form (Pre-Session Status) . During a support session, this tab opens the Expert Main Form (Active Session Status) . o My Account Tab. This tab opens the My Account Form which allows you to manage your FixMe.IT account. o Unattended Clients Tab. This tab opens the Unattended Clients Form which allows you to manage your

Unattended clients.

Buttons and links:

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6 Running the Application

In order to establish a session with the C lient, manage session options, generate reports on sessions, view your Expert Account information, edit your Expert Profile, and customize the C lient Page, you must run the T e c h in lin e Fix M e .IT application as the Expert.

T o r u n th e Fix M e .IT a p p lica tio n a s th e Ex p e r t:

1. Double click the FixMe.IT Icon o

Contents

Contents

12. Obtaining Information about the Expert Account

1.1 About This Guide

1.2 Typographical Conventions

Сonvention

1.3 Feedback

2.1 About Techinline Remote Desktop

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.

View the remote desktop of the Client.

Transfer files.

2.2 How Techinline Service Works

3 Purchasing Techinline Service

3.1 Purchasing Sessions

T o p u r ch a s e a P a y P e r - S e s s io n Lice n s e :

3.1.1 Adding More Sessions

3.2 Purchasing Subscriptions

T o p u r ch a s e a S u b s cr ip tio n Lice n s e :

3.3 Reactivating Expired Subscriptions

T o r e a ctiv a te y o u r e x p ir e d s u b s cr ip tio n :

3.4 Paying with a Purchase Order

T o p a y with a P u r ch a s e Or d e r :

3.5 Subscription License

3.6 Pay Per-Session License

3.7 Switching License Type

T o s witch fr o m th e P a y P e r - S e s s io n to th e S u b s cr ip tio n Lice n s e :

4 Getting Started

Operating System

4.2 Installing Expert Application

Ex p e r t Ap p lica tio n is a standalone program which delivers a simple method for using the Fix M e .IT application.

Internet Explorer:

5 Expert User Interface

Expert Main Form (Pre-Session Status)

My Account Form

Support Form

5.1 Expert Log In Form

5.2 Expert Main Form (Pre-Session Status)

Buttons and links:

5.3 Expert Main Form (Active Session Status)

Remote Desktop Toolbar:

Buttons and links:

5.3.1 Expert's Chat Panel

5.4 My Account Form

Renewal Date/Expiration Date/Sessions Left. E-mail (your login).

Buttons and links:

5.4.1 Contact Information Section

Buttons and links:

5.4.2 Change Password Section

Buttons and links:

5.4.3 Page Template Section

Buttons and links:

5.4.4 Client Box Setup Section

Buttons and links:

5.4.5 Session Usage Report Section

Buttons and links:

5.5 Unattended Clients Form

Activity field:

Status field:

Installed On field.

Filter:

5.6 Support Form

Buttons and links:

6 Running the Application

T o r u n th e Fix M e .IT a p p lica tio n a s th e Ex p e r t: