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Configuring Remote Assistance

Quick start guide for Remote Assistance Configuration.

Information:

Goverlan Remote Assistance allows users to request help from outside the corporate network. Goverlan users can respond to the request and take KVM control of the remote users computer.
To configure Remote Assistance, you will need to configure the following:

  • Goverlan Remote Assistance Settings
  • Local workstation IP configuration
  • Corporate firewall

Configuration Considerations

Remote Assistance works via port forwarding requests to the assigned Goverlan operator. For this, you will need to choose a TCP Port range that covers all of your Goverlan operators. For example:

TCP Port range 4400-4410 covers 10 operators.

Each operator will need a static private IP address as well.

Goverlan Remote Assistance Settings

  1. Choose arbitrary TCP ports for each tech in your organization. i.e. Tech PC 1 is assigned 4100, Tech PC 2 is 4200.. etc…
  2. Assign each tech a static IP address.
  3. Create a port forward rule on your firewall for each tech that forwards the assigned port to the techs IP address. i.e Forward incoming 4100 req to Tech PC 1.
  4. Install Goverlan Remote Control on each tech computer.
  5. Configure the Remote assistance settings for each tech as follows.

Enter the assigned TCP port for each tech.

6. After this configuration is complete, enable Remote Assistance Mode by clicking this button:

7. Then create a token to send to the user who needs assistance.


If you have outlook as your default email client you should get the following email template:

 

Send this email to the user and have them install the agent and double click the token file.

This will initiate the connection.

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