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Configuring Remote Assistance

Support Site Pre-Configuration

In order for Goverlan Remote Assistance to work, you must configure your network infrastructure so that inbound Remote Assistance Requests are not rejected by your firewall and are properly rerouted to the appropriate Goverlan operator. This is done by advertising a public IP address and by configuring specific port numbers to be forwarded to internal IP addresses.

Goverlan Remote Assistance Configuration

For corporate private networks, the Goverlan Remote Assistance site settings should be configured by the network infrastructure team.

 

Configuring the public IP address

In order for clients to be able to connect back to a support technician, an IP address for your company must be available on the public network (this is likely to exist already). If you are configuring a home network, use the IP address which was assigned to your cable modem or DSL router by your internet provider.

Tip: You can find out what is the currently configured public IP address by clicking on the What is my public IP address link in the Remote Assistance Settings.

Configuring the Port Forwarding

Requests are sent to the public IP address using a port number. A unique port number should be assigned for each Support Technician who will be receiving Remote Assistance Requests. Port Forwarding must be used to reroute a request made on a port number to its assigned support engineer's machine IP address.

Once port forwarding has been configured, the re-directed port number for a support engineer should be configured in the Remote Assistance Settings on that support engineer's machine. Since both a public port and a private port number can be configured in Goverlan, you can either configure your port forwarding with the same public / private port numbers or with different ones.

For instance, if you choose to have a common internal Remote Assistance port for all support engineers, the configuration would look like:

Port Forwarding / Virtual Server Configuration

Goverlan Remote Assistance Settings

Inbound 
(from internet)

Outbound 
(to private network)

Public IP

Configure Tokens to connect on port

Listen for requests on port

145.23.124.5 : 21165

10.12.240.50 : 21150

145.23.124.5

21165

21150

145.23.124.5 : 21166

10.12.240.51 : 21150

145.23.124.5

21166

21150

...

...

145.23.124.5

...

...

145.23.124.5 : x

10.12.240.x : 21150

145.23.124.5

x

21150

 

REMOTE ASSISTANCE SETTINGS

Before you can use the Remote Assistance feature, you must configure it. Open the Goverlan Options window and select the Remote Assistance Settings category. You can also expand the Remote Assistance menu from the main bar and select View Remote Assistance Settings.

Public IP Address or Public DNS Name

Enter the public IP address of your network site. To find out what is the currently advertized public IP address from your machine, click on the What is my public IP address link.

You can alternatively provide a public DNS name if one is available.

Note: If your public IP address changes regularly, you can configure a Dynamic DNS Name. a DDNS is a free service available in many routers. Check your router user guide for Dynamic DNS information.
 

Configure Tokens to connect on port

Enter the public port number as configured in your Port Forwarding table. 

 

Listen for requests on port

Enter the private port number as configured in your Port Forwarding table. 

 

Automatically start listening for Requests when Goverlan Starts

Enable this option if you want Goverlan to automatically start listening for a remote assistance request when it is started.

Note: If multiple instances of Goverlan are started, only the first one is set in Listen mode. To easily detect that at least one of your Goverlan instances is in listen mode, look for the  icon in the Windows notification area.

 

Automatically refuse a request after X seconds

Number of seconds Goverlan waits for you to answer a remote assistance request. The request is automatically refused if not answered within the configured time frame.

 

Testing the Remote Assistance Settings

Once the Support Site Pre-Configuration is done, and the Remote Assistance Settings are configured, you can check your configuration by initiating a test Remote Assistance Request. Click on the Remote Assistance menu and select Test Remote Assistance Settings.

This command communicates with our PJ Technologies web server and initiates a test connection back to you using the configured settings. A web page then opens providing you with a success or failure message.

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