Knowledge Base Article Number: Q0308
Created On: 06 Jan 2011
Last Updated on: 21 Jun 2011
What is the Remote Support service from the Dolphin Support Team
Applies to:
- SuperNova Access Suite
- SuperNova Magnifier
- SuperNova Reader Magnifier
- SuperNova Screen Reader
Description:
What is remote support? Remote support enables a member of Dolphin’s support team to access your machine via the Internet and work directly on resolving any reported issues. The Dolphin Support personnel can see for themselves exactly what your system is doing, and they can make adjustments as necessary while talking with the you about the problem that they are working to resolve. If files need to be updated, or configurations adjusted, the support personnel can take the necessary steps quickly and efficiently. Regardless of the physical distance — across the street or on the other side of the world — using remote support brings a faster resolution, and a better support experience.
Solution/workaround:
Dolphin has chosen to use an application called TeamViewer to provide users with remote support. TeamViewer connects to any PC or server around the world within a few seconds.
We can remote control your PC as if we were sitting right in front of it. All you have to do is start a small application, which does not even require installation or administrative rights. Using TeamViewer for Version 12 users the remote application will have been preinstalled to the computer.
To start the remote application either press CONTROL + SHIFT + T, or launch the application from the Remote Support shortcut found in the Windows Start Menu > All Programs > Dolphin.
For users with older versions of Dolphin Products the remote application can be downloaded or run directly from:
Download the free Remote Support Tool
Once the remote application is running you will need to give the support personnel the ID and password shown in the “Dolphin Product Support” window. While the remote application is active the support personnel can access the machine providing they have both the ID and password. When the remote application (Dolphin Product Support Window) is closed the support personnel will no longer be able to access the machine.
For added security the password changes each time the remote application is launched, however the ID will always remain the same. Additional Information for Administrators: Which ports does TeamViewer use? By default TeamViewer uses only the outgoing port 80 (HTTP) - no firewall configuration is necessary. Alternatively you can open port 5938 (TCP) for outgoing connections. More information For additional details on technical issues relating to TeamViewer please visit: http://is.gd/kdpp9
Downloads and useful links:
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The information provided in this knowledge base article has been reviewed and is believed to be accurate and is provided "as is" without any warranties expressed or implied. In no event shall Dolphin Computer Access Ltd. nor its affiliates assume any responsibility for inaccuracies, errors, incidental or consequential damages resulting from any defect or omission in this document, even if advised of the possibility of such damages.
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