Symantec PC ANYWHERE SOLUTION V 12.5 SP2 User manual

Symantec pcAnywhere
Solution™User Guide
Version 12.5

Symantec pcAnywhere Solution™User Guide
The software described in this book is furnished under a license agreement and may be used
only in accordance with the terms of the agreement.
Documentation version 12.5
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Technical Support
Symantec Technical Support maintains support centers globally. Technical
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and functionality. The Technical Support group also creates content for our online
Knowledge Base. The Technical Support group works collaboratively with the
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updates.
Symantec’s maintenance offerings include the following:
■A range of support options that give you the flexibility to select the right
amount of service for any size organization
■Telephone and Web-based support that provides rapid response and
up-to-the-minute information
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■Advanced features, including Account Management Services
For information about Symantec’s Maintenance Programs, you can visit our Web
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www.symantec.com/techsupp/
Contacting Technical Support
Customers with a current maintenance agreement may access Technical Support
information at the following URL:
www.symantec.com/techsupp/
Before contacting Technical Support, make sure you have satisfied the system
requirements that are listed in your product documentation. Also, you should be
at the computer on which the problem occurred, in case it is necessary to replicate
the problem.
When you contact Technical Support, please have the following information
available:
■Product release level
■Hardware information
■Available memory, disk space, and NIC information
■Operating system

■Version and patch level
■Network topology
■Router, gateway, and IP address information
■Problem description:
■Error messages and log files
■Troubleshooting that was performed before contacting Symantec
■Recent software configuration changes and network changes
Licensing and registration
If your Symantec product requires registration or a license key, access our technical
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www.symantec.com/techsupp/
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Customer service information is available at the following URL:
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■Information about the Symantec Buying Programs
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■Nontechnical presales questions
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If you want to contact Symantec regarding an existing maintenance agreement,
please contact the maintenance agreement administration team for your region
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[email protected]North America and Latin America
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To access more information about Enterprise services, please visit our Web site
at the following URL:
www.symantec.com
Select your country or language from the site index.

Technical Support ............................................................................................... 4
Chapter 1 Introducing pcA Solution .................................................... 9
About pcAnywhere Solution ............................................................ 9
How pcAnywhere Solution works .................................................... 10
Role-based security ...................................................................... 11
Platform differences ..................................................................... 12
Chapter 2 Establishing remote connections .................................... 15
Running a remote control session ................................................... 16
Installing the pcAnywhere plug-in on managed computers .................. 17
Setting platform-specific configuration options ................................. 17
Starting a remote control session .................................................... 20
About VNC and RDP connections .................................................... 22
Connecting with VNC .................................................................... 22
Connecting with RDP .................................................................... 22
Advanced options ......................................................................... 23
Approve connection user states ...................................................... 24
Remote control options ................................................................. 24
Changing online options ................................................................ 26
Recording a remote session ............................................................ 28
Playing a recorded session ............................................................. 29
Taking a snapshot ........................................................................ 29
Starting a chat session .................................................................. 30
File transfer options ..................................................................... 31
Command queue options ............................................................... 32
Edit preferences while in Command Queue or File Transfer
mode ................................................................................... 33
Ending a remote control session ..................................................... 34
Chapter 3 Generating reports .............................................................. 37
About pcAnywhere reports ............................................................ 37
Report actions ............................................................................. 38
Viewing reports ........................................................................... 39
Contents

Changing report parameters .......................................................... 39
pcAnywhere events ...................................................................... 40
Chapter 4 Managing Access Server .................................................... 41
About Symantec pcAnywhere Access Server ..................................... 42
How the Access Server works ......................................................... 42
About Access Server security ......................................................... 43
About Access Server scalability ...................................................... 44
What you can do with the Access Server ........................................... 44
Preparing for installation .............................................................. 44
System requirements .................................................................... 45
Installing Symantec pcAnywhere Access Server ................................ 45
Post-installation tasks .................................................................. 46
Importing a license file through the Access Server Manager ................ 47
Uninstalling Symantec pcAnywhere Access Server ............................. 47
About managing the Access Server .................................................. 48
Opening the Access Server Manager ................................................ 48
Undocking a host ......................................................................... 49
Ending an active session ................................................................ 49
Starting and stopping the Access Server ........................................... 50
Configuring the Access Server ........................................................ 50
Naming the Access Server ............................................................. 51
Setting the launch options for the Access Server ................................ 52
Specifying the port numbers for the Access Server ............................. 52
Blocking IP addresses from docking ................................................. 53
Setting a user password for the Access Server ................................... 54
Setting a password for the Access Server Manager ............................. 54
Logging Access Server events ......................................................... 55
Setting up host groups .................................................................. 56
About hosts docked to the Access Server .......................................... 57
Docking a pcAnywhere host to the Access Server ............................... 57
Connecting to a host through the Access Server ................................. 58
Manually connecting to a host computer .......................................... 59
Index .................................................................................................................... 61
Contents8

Introducing pcA Solution
This chapter includes the following topics:
■About pcAnywhere Solution
■How pcAnywhere Solution works
■Role-based security
■Platform differences
About pcAnywhere Solution
Symantec pcAnywhere Solution provides secure, remote access to computers and
servers. This remote access lets you quickly resolve help desk and server support
issues or stay productive while you work away from your office. You can use your
desktop computer or laptop to work across multiple platforms, including the
Windows OS, Linux OS, and Macintosh OS.
Connectivity features help facilitate connections through firewalls, routers, and
other types of network address translation (NAT) devices. Robust security features
help protect your computers and servers from unauthorized access.
You can use pcAnywhere Solution in the following ways:
pcAnywhere Solution lets help desk providers and
administrators troubleshoot and quickly resolve computer
problems. You can remotely perform diagnostics, check and
modify settings, and deploy and install software.
See “Running a remote control session”on page 16.
Manage computers
remotely
1
Chapter

pcAnywhere Solution lets administrators connect to servers
across their organizations to perform routine maintenance.
It also helps administrators deploy and install software
patches and upgrades, assess performance, and troubleshoot
network problems.
See “Starting a remote control session”on page 20.
Support and maintain
servers
pcAnywhere Solution lets you connect to your home computer
or office computer to quickly get the files that you need. You
can perform automatic file transfers from one computer to
another or exchange multimedia and other files that are too
large to send by email.
See “File transfer options”on page 31.
Transfer files between
computers
pcAnywhere Solution lets you remotely connect to another
computer. You can then work as though you are sitting in
front of that computer. You can view and edit files, run
software, print files to a printer at your location or at the
host’s location, or give demonstrations.
See “Remote control options”on page 24.
Work from a remote
location
How pcAnywhere Solution works
Symantec pcAnywhere Solution uses remote control technology. You can then
connect to another computer or server and work as though you are sitting in front
of it. pcAnywhere Solution supports network connections over a local area network
(LAN), wide area network (WAN), or the Internet.
See “Running a remote control session”on page 16.
It might be helpful to understand some pcAnywhere terminology. For example,
the client computer is called the host computer because it hosts the connection.
The administrator’s computer is called the remote computer or the console. This
terminology comes from mainframe computing, where a remote user usually
connected to a server or a mainframe computer. In pcAnywhere, the in-session
frame is called the viewer.
In most cases, a remote user initiates the connection. They provide the information
that is needed to connect to the host computer. The remote user can also select
options to increase security or optimize performance. To make a connection, the
host computer must be set up to wait for incoming pcAnywhere Solution
connections.
pcAnywhere Solution includes the pcAnywhere Web parts for configuration,
Notification Server reports, the pcAnywhere Manager interface, and the
Introducing pcA Solution
How pcAnywhere Solution works
10

pcAnywhere Solution software. You can also install Access Server. Access Server
is used as a gateway to allow remote control of the computers that are behind
firewalls and other NAT devices.
See “About pcAnywhere reports”on page 37.
See “About Symantec pcAnywhere Access Server”on page 42.
pcAnywhere Solution provides you with the following features:
■Role-based security through console pages
■Control settings of the managed host
■Audit log and reporting
■Security and scoping mechanism supports
■VNC and RDP integration
pcAnywhere Solution also incorporates the following Notification Server features:
■Task server
■Hierarchy
■User-based policies
For more information, view topics about task servers, hierarchy, and policies in
the Symantec Management Platform Help.
Role-based security
Role-based administration and security are provided on two levels with
pcAnywhere Solution.
The administrator can decide which roles have access to pcAnywhere Solution
by configuring those roles in the Symantec Management Console. You can choose
which roles have the ability to launch remote control sessions.
The administrator who configures the remote control clients can choose which
remote control privileges are available to specified Active Directory users or other
users. These choices are made when the host authentication is configured.
Scope-based administration is controlled through the Symantec Management
Console.
See “Approve connection user states”on page 24.
See “Setting platform-specific configuration options”on page 17.
11Introducing pcA Solution
Role-based security

Platform differences
Several differences exist in how pcAnywhere Solution operates on the Windows,
Linux, and Macintosh platforms. For example, the Windows platform uses a mirror
driver.
For authentication on the Linux and the Macintosh platforms, you cannot have
more than one caller at a time if the authentication type is pcAnywhere.
For the Linux and the Macintosh platforms, the Host window is always hidden
from the user.
See “Setting platform-specific configuration options”on page 17.
Table 1-1 Differences in platform settings
MacintoshLinuxWindowsSettings
Requires the user to
approve connections.
Includes support for
encryption.
Requires the user to approve
connections.
Includes support for encryption
Requires the user to approve
connections.
Includes support for encryption.
Supports a connection to a host
that is behind a firewall and NAT
devices.
Customizes the host data port
number.
Connection
pcAnywhere
authentication.
Open Directory
authentication.
pcAnywhere authentication.
PAM authentication.
pcAnywhere authentication.
Native NT authentication.
ADS authentication.
Authentication
NANALogs off host on connection.
Restarts the host on disconnect.
Hides the host tray icon.
Locks out for offending systems.
Tracks the maximum number of
logon attempts.
Includes a timeout setting.
Supports the remote control
mode.
Security
Introducing pcA Solution
Platform differences
12

Table 1-1 Differences in platform settings (continued)
MacintoshLinuxWindowsSettings
Docks to pcAnywhere
Access Server.
Connects to a specific
group.
Docks to pcAnywhere Access
Server.
Connects to a specific group.
Docks to pcAnywhere Access
Server.
Connects to a specific group.
Access Server
13Introducing pcA Solution
Platform differences

Introducing pcA Solution
Platform differences
14

Establishing remote
connections
This chapter includes the following topics:
■Running a remote control session
■Installing the pcAnywhere plug-in on managed computers
■Setting platform-specific configuration options
■Starting a remote control session
■About VNC and RDP connections
■Connecting with VNC
■Connecting with RDP
■Advanced options
■Approve connection user states
■Remote control options
■Changing online options
■Recording a remote session
■Playing a recorded session
■Taking a snapshot
■Starting a chat session
■File transfer options
2
Chapter

■Command queue options
■Edit preferences while in Command Queue or File Transfer mode
■Ending a remote control session
Running a remote control session
You can use the pcAnywhere Solution to start a remote control session and choose
the display options and communication options for the session.
During a remote control session, you can move or copy files to the remote
computer. You can also decide the order for when different jobs and tasks complete.
Global configuration settings apply to all future remote control sessions.
Table 2-1 Process for running a remote control session
DescriptionActionStep
You can select the managed computers on
which to install the pcAnywhere Solution
plug-in.
See “Installing the pcAnywhere plug-in on
managed computers”on page 17.
Install the pcAnywhere
plug-in on managed
computers.
Step 1
You can choose what options are applied to
all host computers that are running on a
specific platform.
See “Setting platform-specific configuration
options”on page 17.
Select the platform-specific
configuration settings.
Step 2
You can select a computer in your network,
connect to it, and start a remote control
session with that computer.
See “Starting a remote control session”
on page 20.
Start a remote control
session.
Step 3
You can choose the options that let you
decide how your remote control session is
displayed. You can also choose how you
communicate with the user of the remote
computer.
See “Approve connection user states”
on page 24.
Choose the options that you
want for the current session.
Step 4
Establishing remote connections
Running a remote control session
16

Table 2-1 Process for running a remote control session (continued)
DescriptionActionStep
You can copy or move a file to and from the
remote computer.
See “File transfer options”on page 31.
(Optional) Perform a file
transfer.
Step 5
You can order jobs and tasks by creating a
command queue.
See “Command queue options”on page 32.
(Optional) Create a command
queue.
Step 6
You can end your remote control session.
See “Ending a remote control session”
on page 34.
End the session.Step 7
Installing the pcAnywhere plug-in on managed
computers
Several installation policies are defined for the Windows, Linux, and Macintosh
platforms. These installation policies can help you install the pcAnywhere Solution
plug-in on the managed computers that you select.
You can also choose to use a pcAnywhere Plug-in package for each platform.
See “Running a remote control session”on page 16.
To install the plug-in on managed computers
1In the Symantec Management Console, on the Settings menu, click All
Settings.
2In the left pane, expand the Settings >Agents/Plug-ins >Remote
Management >Remote Control folders.
3Expand the Linux,Mac,orWindows folder.
4Click one of the policies or packages.
5In the right pane, choose the options that you want.
6Click Save Changes.
Setting platform-specific configuration options
You can use Notification Server to create configuration policies for pcAnywhere
Solution.
17Establishing remote connections
Installing the pcAnywhere plug-in on managed computers

If the Notification Server administrator sends new configuration settings, the
new settings are applied when the Altiris Agent is updated.
See “Platform differences”on page 12.
See “Running a remote control session”on page 16.
To set platform-specific configuration options
1In the Symantec Management Console, on the Settings menu, click All
Settings.
2In the left pane, expand the Settings >Agents/Plug-ins >Remote
Management >Remote Control folders.
3Expand the Linux,Mac,orWindows folder.
4Click the pcAnywhere Settings policy for your platform.
The corresponding pcAnywhere Settings page displays in the right pane.
5In the right pane, choose from the following options (depending on the
platform that you selected):
OptionsTab
Require user to approve connection. Sends a message to the host
computer that requires the user to allow the remote control
connection within the specific timeout number of seconds.
Customized approval message. Lets you create a custom
connection approval message.
Use encryption. The host computer uses this option. If this box
is checked, the encryption type is symmetric AES with 128-bit
key length.
Allow connections to hosts behind firewalls and NAT devices.
Customize the host data port or use the default setting. If no
entry is found in the database for the default value, it is read
from the TCPIPDataPort value in the
HKEY_LOCAL_MACHINE\SOFTWARE\Altiris\pcAnywhereSolution
registry entry.
Connection
Establishing remote connections
Setting platform-specific configuration options
18

OptionsTab
Select the authentication type (pcAnywhere, NT, Active
Directory). The Macintosh platform includes pcAnywhere and
Open Directory authentication. The Linux platform includes
pcAnywhere and PAM authentication. For the Linux and the
Macintosh platforms, the pcAnywhere authentication type
supports only one caller at a time. The Windows platform
supports multiple callers.
Lists the active users or groups.
Lets you add or remove users.
Enable the Local Administrators group.
Support the global NT users and the groups that are defined in
local NT groups.
Authentication
Log off host computer on connect.
Restart host computer on disconnect.
Hide host tray icon.
Enable lockout for offending systems for the specified number
of minutes.
Maximum number of logon attempts.
Timeout connection attempts after the specified number of
minutes.
Remote control mode:
■Full control. Lets both users control the mouse and keyboard
of the host computer.
■View only. Lets the administrator observe a user’s actions at
the host computer. The administrator’s keyboard and mouse
are disabled in this view.
■Lock Host keyboard/mouse. Locks the keyboard and mouse
on the host computer.
■Blank Host screen. Disables the view on the host computer.
This functionality prevents the host user from using their
keyboard and mouse.
Security
(Windows only)
Dock to an Access Server with the specified name or IP address.
Connect to a group with the specified name.
Access Server
6On the bottom bar, click the down arrow next to Apply to.
7Select the option that you want.
19Establishing remote connections
Setting platform-specific configuration options

8In the top corner, click the drop-down menu next to the Off icon.
9Click On.
10 Click Save Changes.
Starting a remote control session
Using pcAnywhere Solution, you can select a computer in your network and
establish a remote control connection to that computer. pcAnywhere Solution
also supports VNC and RDP connections.
See “About VNC and RDP connections”on page 22.
The host computer usually displays a message that prompts the user to approve
the remote control session. This functionality can be changed in the configuration
policies. After the session is established, the background color of the remote
computer changes to blue to indicate that it is controlled. The desktop theme and
background on the host computer are disabled during the session.
A yellow tray icon that has a picture of a computer on it also appears on the host
computer. The lower left corner of the tray icon includes some green animation
dots that continually flash if there is an active remote control session. Otherwise,
the tray icon is a complete yellow circle without any animation. If you mouse over
the tray icon during an active session, it displays the name of the computer that
has control of that computer.
By right-clicking the tray icon, the host user can choose to end the session, start
a chat session, access Help, and enable the pen option. Each of these options can
be used during an active remote session. A remote user can access all of these
functions from the left pane of a remote session window.
If the remote computer does not have pcAnywhere Solution installed on it, that
computer displays a prompt. If you approve the prompt, an ActiveX component
installs the pcAnywhere remote viewer.
See “Running a remote control session”on page 16.
Establishing remote connections
Starting a remote control session
20