Symantec PCANYWHERE - V12.1 User manual

Symantec pcAnywhere™
User's Guide
12164653

Symantec pcAnywhere™ User's 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 12.1
PN: 12164653
Legal Notice
Copyright © 2007 Symantec Corporation.
All rights reserved.
Federal acquisitions: Commercial Software - Government Users Subject to Standard License
Terms and Conditions.
Symantec, the Symantec Logo, Symantec pcAnywhere, Symantec Packager, ColorScale,
SpeedSend, LiveUpdate, Virtually Anywhere and Work Virtually Anywhere are trademarks
or registered trademarks of Symantec Corporation or its affiliates in the U.S. and other
countries. Other names may be trademarks of their respective owners.
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countries. SSH and Secure Shell are trademarks of SSH Communications Security, Inc.
Additional company and product names may be trademarks or registered trademarks of the
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The product described in this document is distributed under licenses restricting its use,
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may be reproduced in any form by any means without prior written authorization of
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Symantec Corporation 20330 Stevens Creek Blvd. Cupertino, CA 95014 USA

http://www.symantec.com
Printed in the United States of America.
10987654321

Technical Support
Symantec Technical Support maintains support centers globally. Technical
Support’s primary role is to respond to specific queries about product feature and
function, installation, and configuration. The Technical Support group also authors
content for our online Knowledge Base. The Technical Support group works
collaboratively with the other functional areas within Symantec to answer your
questions in a timely fashion. For example, the Technical Support group works
with Product Engineering and Symantec Security Response to provide alerting
services and virus definition 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
■A telephone and web-based support that provides rapid response and
up-to-the-minute information
■Upgrade insurance that delivers automatic software upgrade protection
■Global support that is available 24 hours a day, 7 days a week worldwide.
Support is provided in a variety of languages for those customers that are
enrolled in the Platinum Support program
■Advanced features, including Technical Account Management
For information about Symantec’s Maintenance Programs, you can visit our Web
site at the following URL:
www.symantec.com/techsupp/ent/enterprise.html
Select your country or language under Global Support. The specific features that
are available may vary based on the level of maintenance that was purchased and
the specific product that you are using.
Contacting Technical Support
Customers with a current maintenance agreement may access Technical Support
information at the following URL:
www.symantec.com/techsupp/ent/enterprise.html
Select your region or language under Global Support.
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 recreate
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
support Web page at the following URL:
www.symantec.com/techsupp/ent/enterprise.html
Select your region or language under Global Support, and then select the Licensing
and Registration page.
Customer service
Customer service information is available at the following URL:
www.symantec.com/techsupp/ent/enterprise.html
Select your country or language under Global Support.
Customer Service is available to assist with the following types of issues:
■Questions regarding product licensing or serialization
■Product registration updates such as address or name changes
■General product information (features, language availability, local dealers)
■Latest information about product updates and upgrades
■Information about upgrade insurance and maintenance contracts
■Information about the Symantec Value License Program

■Advice about Symantec's technical support options
■Nontechnical presales questions
■Issues that are related to CD-ROMs or manuals
Maintenance agreement resources
If you want to contact Symantec regarding an existing maintenance agreement,
please contact the maintenance agreement administration team for your region
as follows:
■Asia-Pacific and Japan: [e-mail]
■Europe, Middle-East, and Africa: seme[email protected]om
■North America and Latin America: [e-mail]
Additional Enterprise services
Symantec offers a comprehensive set of services that allow you to maximize your
investment in Symantec products and to develop your knowledge, expertise, and
global insight, which enable you to manage your business risks proactively.
Enterprise services that are available include the following:
These solutions provide early warning of cyber
attacks, comprehensive threat analysis, and
countermeasures to prevent attacks before they occur.
Symantec Early Warning Solutions
These services remove the burden of managing and
monitoring security devices and events, ensuring
rapid response to real threats.
Managed Security Services
Symantec Consulting Services provide on-site
technical expertise from Symantec and its trusted
partners. Symantec Consulting Services offer a variety
of prepackaged and customizable options that include
assessment, design, implementation, monitoring and
management capabilities, each focused on establishing
and maintaining the integrity and availability of your
IT resources.
Consulting Services
Educational Services provide a full array of technical
training, security education, security certification,
and awareness communication programs.
Educational Services
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
Chapter 1 Introducing Symantec pcAnywhere
About Symantec pcAnywhere ......................................................... 19
What's new in Symantec pcAnywhere .............................................. 20
Components of Symantec pcAnywhere ............................................. 21
How Symantec pcAnywhere works .................................................. 22
Understanding the difference between a host and a remote ............ 22
About connecting over the Internet ........................................... 23
Issues that affect performance .................................................. 26
What you can do with Symantec pcAnywhere .................................... 28
Where to find more information ...................................................... 29
Chapter 2 Installing Symantec pcAnywhere
Preparing for installation ............................................................... 31
Symantec pcAnywhere system requirements ............................... 31
User rights requirements ......................................................... 35
Installation options ................................................................ 36
If you have a previous version installed ...................................... 40
Symantec pcAnywhere installation .................................................. 40
Installing the full product version ............................................. 41
Installing a custom version ...................................................... 42
Running the setup program manually ........................................ 42
Post-installation tasks ................................................................... 43
Registering Symantec pcAnywhere ............................................ 43
Starting Symantec pcAnywhere ................................................ 43
Modifying installation settings ................................................. 44
Updating Symantec pcAnywhere ............................................... 45
Uninstalling Symantec pcAnywhere .......................................... 46
Chapter 3 Navigating in Symantec pcAnywhere
Selecting a view mode in Symantec pcAnywhere ................................ 47
Starting a connection in Basic View ................................................. 48
Viewing or editing connection settings ............................................. 51
Contents

Working in Advanced View ............................................................. 52
Organizing column headings in the Symantec pcAnywhere
window .......................................................................... 53
Customizing the Symantec pcAnywhere navigation bar ................. 54
Closing the main product window upon connection ...................... 55
About the Connection Wizard .................................................. 55
What you need to know before you connect ................................. 56
Ways to connect to another computer remotely ............................ 57
About the start modes for remote connections ............................. 58
About the Session Manager ............................................................ 59
Changing how active sessions appear in the Session Manager ......... 60
Showing or hiding options on the Session Manager navigation
bar ................................................................................ 61
Resizing the Session Manager navigation bar .............................. 62
Showing or hiding the Session Manager navigation bar ................. 62
Managing pcAnywhere preferences ................................................. 63
About customizing network connections .................................... 64
Customizing modem connections .............................................. 64
Customizing European ISDN connections ................................... 65
Customizing direct connections ................................................ 67
Chapter 4 Allowing others to control your computer
Managing host connections ............................................................ 69
Adding a host connection item to Favorites ................................. 70
Locating a recent host connection item ....................................... 70
Ways to set up a host computer ....................................................... 70
Using the Connection Wizard to configure a host connection .......... 71
Configuring a host using advanced properties .............................. 73
Knowing which connection device to use for host sessions ............. 74
Configuring a host network connection ...................................... 75
Selecting a network card .......................................................... 76
Changing the default port numbers on the host ........................... 77
Configuring a host modem connection ....................................... 78
Configuring an ISDN connection on a host .................................. 79
Configuring a direct connection on a host ................................... 80
Setting the host startup options ................................................ 81
If you are logged on as a guest user in Windows ........................... 82
Setting end of session options .................................................. 83
Configuring a host computer to enlist in a directory service ........... 85
Specifying a host name ........................................................... 86
Ways to start a host session ............................................................ 87
Waiting for a connection from a remote computer ........................ 87
Contents10

Calling a remote computer ....................................................... 87
Accepting a host invitation ....................................................... 88
What you can do during a host session ............................................. 88
Working with the host online menu ........................................... 89
Letting multiple remote users hold a conference .......................... 89
Chatting online with the remote user ......................................... 91
Ending a host session .............................................................. 91
Chapter 5 Controlling another computer remotely
Managing remote connections ........................................................ 93
Adding a remote connection item to Favorites .............................. 93
Locating a recent remote connection item ................................... 94
Ways to set up a remote computer ................................................... 94
Using the Connection Wizard to configure a remote
connection ...................................................................... 95
Configuring a remote connection using advanced properties .......... 96
Knowing which connection device to use for remote sessions .......... 98
Configuring a remote network connection ................................... 99
Customizing the data port range for remote connections .............. 100
Changing the default port numbers on the remote ...................... 101
Configuring a remote modem connection .................................. 102
Configuring a direct connection on a remote .............................. 106
Configuring a remote computer to use directory services .............. 107
Connecting through pcAnywhere Gateway or pcAnywhere Access
Server .......................................................................... 108
Modifying connection speeds .................................................. 109
Adjusting video performance settings ....................................... 110
Automatically logging on to the host computer .......................... 111
Automatically reconnecting if the host is busy ........................... 112
Ways to start a remote control session ............................................ 113
Starting a remote connection item ........................................... 113
Waiting for a host connection ................................................. 113
Connecting to another computer using Quick Connect ................. 114
What you can do during a remote control session ............................. 121
Taking a snapshot ................................................................. 123
Changing display settings during a remote control session ........... 124
Changing the background colors .............................................. 125
Configuring remote printing ................................................... 126
Transferring the contents of the Windows clipboard ................... 127
Chatting online with the host user ........................................... 128
Connecting to multiple hosts .................................................. 129
Ending a remote control session .............................................. 129
11Contents

Connecting to a computer that does not have a host running .............. 130
Configuring initial host properties for Quick Deploy and
Connect ........................................................................ 133
About reconnecting to a host using the Quick Deploy and Connect
feature .......................................................................... 142
Editing the Quick Deploy and Connect host properties ................. 142
How pcAnywhere works in a Windows recovery
environment .................................................................. 143
Chapter 6 Supporting computers and servers remotely
About Symantec pcAnywhere Remote Management tools ................... 145
User rights requirements for remote management ............................ 145
Ways to start a remote management session .................................... 146
What you can do during a remote management session ..................... 147
Managing tasks remotely ....................................................... 148
Running DOS commands ....................................................... 149
Viewing services ................................................................... 151
Viewing and editing system files .............................................. 153
Viewing and editing the system registry .................................... 154
Viewing the event log ............................................................ 155
Viewing and uninstalling programs .......................................... 156
Restarting or shutting down a host computer during a remote
management session ....................................................... 156
Locking a computer or logging off a user during a remote
management session ....................................................... 157
Sending system state commands to one or more computers .......... 158
Ending a remote management session ...................................... 161
Chapter 7 Transferring files and folders
About pcAnywhere File Transfer .................................................... 163
Going to a recently visited file location ..................................... 164
Tagging all files in a folder ..................................................... 165
Tagging all folders in a directory .............................................. 165
Tagging files using wildcard characters ..................................... 165
Tagging files by date modified ................................................. 166
Managing files and folders ..................................................... 166
Comparing folders ................................................................ 167
About file transfer preferences ...................................................... 168
Selecting a start-up location ................................................... 168
Selecting an overwrite option .................................................. 169
Increasing file transfer performance ........................................ 169
Ways to start a file transfer session ................................................ 170
Contents12

Transferring files between computers ....................................... 170
Canceling a file transfer operation ........................................... 171
Pausing a file transfer operation .............................................. 171
Viewing the Command Queue during a file transfer
operation ...................................................................... 172
Changing file transfer settings during a session ......................... 172
About synchronization and cloning ................................................ 173
Synchronizing folders ........................................................... 173
Synchronizing folders by file type ............................................ 174
Cloning a folder .................................................................... 174
Chapter 8 Automating file transfer and management tasks
About the Command Queue .......................................................... 175
Using command queue files to automate tasks ................................. 176
Using environment variables ................................................. 177
Working with command queue files .......................................... 177
Arranging items in the queue file ............................................. 182
Adding remote connection items to a command queue file ............ 183
Selecting file handling options for command queues ................... 184
Selecting end of session options for command queues ................. 185
Creating a command queue file during a session ............................... 190
Pausing the Command Queue .................................................. 190
Removing a command from the command list ............................ 191
Arranging commands in the command list ................................ 191
Saving a command queue file .................................................. 191
Generating a command queue report on-demand ........................ 192
Running a command queue file ..................................................... 192
Running a command queue file during a session ......................... 193
Running a command queue file without starting a session ............ 193
Scheduling a command queue file to run automatically ................ 194
Chapter 9 Securing your computer and sessions
Protecting a host computer from unauthorized access ....................... 197
About authentication in pcAnywhere ....................................... 198
Configuring logon security ..................................................... 203
Securing the host computer upon connection ............................ 204
Hiding the host name from network search results ..................... 204
Calling back remote users ....................................................... 205
About access rights ..................................................................... 206
Configuring caller rights ........................................................ 207
Setting time limits for callers .................................................. 207
Blocking connections by days or times ...................................... 208
13Contents

About session security ................................................................. 209
Restricting control of the keyboard and mouse ........................... 210
Setting inactivity time limits for sessions .................................. 211
Using encryption to protect data ................................................... 211
About the Symantec Cryptographic Module ............................... 212
About symmetric encryption .................................................. 212
About public-key encryption ................................................... 213
Understanding the performance trade-offs ................................ 213
How pcAnywhere works with encryption ................................... 214
Configuring pcAnywhere to use pcAnywhere encoding ................ 214
Configuring pcAnywhere to use symmetric encryption ................ 215
Denying connections from computers that use lower
encryption .................................................................... 216
Configuring pcAnywhere to use public-key encryption ................. 217
Protecting configuration settings ................................................... 221
Ways to assess host security ......................................................... 223
Running the Host Assessment Tool .......................................... 224
Specifying the location of the host connection items ................... 225
Analyzing scan results ........................................................... 225
Getting more information about scan results ............................. 226
Learning more about security features ...................................... 226
Saving scan results ............................................................... 226
Chapter 10 Monitoring and recording sessions
Monitoring events in Symantec pcAnywhere ................................... 227
Sending logging events to an SNMP trap ................................... 227
Generating a pcAnywhere log file ............................................ 229
Logging events in the Windows Event Viewer ............................. 230
About logging information to a central server ............................ 231
Managing log files ...................................................................... 232
Creating an activity log report ................................................. 233
Archiving or deleting log file data ............................................ 233
About recording and replaying sessions .......................................... 234
Recording a remote session .................................................... 234
Automatically recording a remote session ................................. 235
Automatically recording a host session ..................................... 235
Replaying a recorded session .................................................. 236
Saving information from a recorded session .............................. 238
Chapter 11 Connecting across multiple platforms
About Symantec pcAnywhere CrossPlatform ................................... 239
Installing Symantec pcAnywhere CrossPlatform ............................... 239
Contents14

Installing pcAnywhere CrossPlatform on Windows ..................... 240
Installing pcAnywhere CrossPlatform on Linux .......................... 240
Installing pcAnywhere CrossPlatform on Mac OS X ..................... 241
Starting pcAnywhere CrossPlatform ........................................ 242
Connecting to a host computer through pcAnywhere
CrossPlatform ...................................................................... 243
Securing connections through pcAnywhere CrossPlatform ................. 244
Encrypting your sessions through pcAnywhere
CrossPlatform ................................................................ 244
Connecting to a serialized host through pcAnywhere
CrossPlatform ................................................................ 245
Navigating in a pcAnywhere CrossPlatform session ........................... 245
Transferring files during a pcAnywhere CrossPlatform
session ......................................................................... 248
Transferring clipboard content in a pcAnywhere CrossPlatform
session ......................................................................... 248
Increasing video performance during a pcAnywhere
CrossPlatform session ..................................................... 249
Using ezScroll to navigate during a pcAnywhere CrossPlatform
session ......................................................................... 249
Saving and opening pcAnywhere CrossPlatform connection
files ............................................................................. 250
Ending a pcAnywhere CrossPlatform session ............................. 251
Chapter 12 Connecting from a Web browser
About Symantec pcAnywhere Web Remote ..................................... 253
About Web Remote setup ............................................................. 254
Starting the Web Remote from the installation CD ...................... 255
Starting the Web Remote from a hard drive, server, or removable
media ........................................................................... 255
Ways to secure your Web Remote session ........................................ 256
How the Web Remote secures the logon process .......................... 257
About Web Remote encryption ................................................ 257
Configuring session encryption ............................................... 259
Using a serial ID to secure a connection on Web Remote ............... 260
Editing port settings in Web Remote ......................................... 260
Ways to connect to a host through Web Remote ................................ 261
Connecting to a host in the host list ......................................... 261
Connecting to a host by manually entering connection
information ................................................................... 262
What you can do during a Web Remote session ................................ 262
Transferring clipboard contents on Web Remote ......................... 264
15Contents

Increasing video performance during a Web Remote session ......... 265
Using ezScroll to navigate during a Web Remote session .............. 265
Ending a Web Remote session ................................................. 266
Chapter 13 Connecting from a mobile device
About Symantec pcAnywhere Mobile ............................................. 267
What you can do in Symantec pcAnywhere Mobile ...................... 268
Getting help on your device .................................................... 268
Symantec pcAnywhere Mobile installation ...................................... 269
Symantec pcAnywhere Mobile system requirements ................... 269
If you have a previous version of Symantec pcAnywhere Mobile
installed ....................................................................... 270
Installing Symantec pcAnywhere Mobile ................................... 270
Uninstalling Symantec pcAnywhere Mobile ............................... 273
Starting Symantec pcAnywhere Mobile ..................................... 275
Ways to connect another computer from a mobile device .................... 276
Configuring a custom connection item on your mobile device ........ 276
Including logon information in your mobile connections .............. 278
Connecting through a pcAnywhere Gateway or Access
Server .......................................................................... 279
Encrypting your mobile sessions ............................................. 280
Using a serial ID to secure mobile connections ........................... 282
Specifying the host ports for mobile connections ........................ 282
Adding subnet addresses to a host search on your mobile
device ........................................................................... 283
Starting a mobile session from a custom connection item ............. 284
Starting a mobile connection from Quick Connect ....................... 284
Navigating in the Symantec pcAnywhere Mobile session screen .......... 286
Modifying navigation preferences during a mobile session ........... 288
Improving performance during a mobile session ......................... 289
Performing remote control tasks from a mobile device ....................... 290
Starting a remote management session in Symantec pcAnywhere
Mobile ................................................................................ 290
What you can do during a remote management session ..................... 291
Viewing or changing program status from a mobile device ............ 291
Stopping and starting processes from a mobile device ................. 292
Locking your computer or logging off a user from a mobile
device ........................................................................... 294
Restarting or shutting down a host computer from a mobile
device ........................................................................... 295
Running DOS commands from a mobile device ........................... 296
Ending a mobile session ......................................................... 297
Contents16

Managing connection items on a mobile device ................................ 298
Renaming a connection item on a mobile device ......................... 298
Copying a connection item on a mobile device ............................ 298
Organizing connection items on a mobile device ......................... 299
Removing a connection item from a mobile device ...................... 299
About closing Symantec pcAnywhere Mobile .................................. 299
Chapter 14 Managing Symantec pcAnywhere Gateway
About Symantec pcAnywhere Gateway ........................................... 301
Installing Symantec pcAnywhere Gateway ...................................... 302
About the Gateway Manager ......................................................... 303
Starting pcAnywhere Gateway ................................................ 304
Changing the launch settings for pcAnywhere Gateway ............... 305
Changing the name that the gateway computer uses ................... 305
Hiding the gateway computer from search results ....................... 306
Securing the gateway computer ............................................... 306
Monitoring events in pcAnywhere Gateway ............................... 307
Editing the port settings for pcAnywhere Gateway ..................... 308
Configuring pcAnywhere Gateway to allow incoming modem
connections ................................................................... 309
Choosing how pcAnywhere Gateway discovers hosts ................... 310
Adding or removing a subnet for host searches in pcAnywhere
Gateway ........................................................................ 310
Docking a gateway computer to an access server ......................... 311
Ending a pcAnywhere Gateway session ..................................... 312
Stopping the pcAnywhere Gateway service ............................... 312
Index
17Contents

Contents18

Introducing Symantec
pcAnywhere
This chapter includes the following topics:
■About Symantec pcAnywhere
■What's new in Symantec pcAnywhere
■Components of Symantec pcAnywhere
■How Symantec pcAnywhere works
■What you can do with Symantec pcAnywhere
■Where to find more information
About Symantec pcAnywhere
Symantec pcAnywhere provides secure, remote access to computers and servers.
It lets you quickly resolve helpdesk and server support issues or stay productive
while you work away from your office. You can use your desktop computer, laptop,
or mobile device to work across multiple platforms, including Windows®, Linux®,
and Mac® OS X. You can also deploy a limited-functionality, single-use host to
computers that do not have a host running.
Connectivity features such as Symantec pcAnywhere Gateway 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 Symantec pcAnywhere in the following ways:
1
Chapter

Symantec pcAnywhere lets helpdesk providers and
administrators troubleshoot and quickly resolve computer
problems. You can remotely perform diagnostics, check and
modify settings, and deploy and install software.
Manage computers
remotely
Symantec pcAnywhere lets administrators connect to servers
across their organizations to perform routine maintenance,
deploy and install software patches and upgrades, assess
performance, and troubleshoot network problems.
Support and maintain
servers
Symantec pcAnywhere lets you connect to your home or office
computer to quickly get the files that you need. You can
perform automatic end-of-day file transfers from one
computer to another or exchange multimedia and other files
that are too large to send by email.
Transfer files between
computers
Symantec pcAnywhere lets you remotely connect to another
computer and 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
presentations or demonstrations.
Work from a remote
location
What's new in Symantec pcAnywhere
Symantec pcAnywhere includes the following new features and enhancements:
Lets you remotely connect to and from a Windows Vista
platform to all platforms that are supported by pcAnywhere.
Vista compatibility
Facilitates the process of finding and connecting to host
computers that are behind a firewall, router, or other Network
Address Translation (NAT) device.
Gateway functionality
Lets you remotely access multiple computers across Windows,
Linux, and Mac OS X platforms. Lets you view all of your
sessions in a single window and transfer files between host
computers.
Cross-platform support
Lets you remotely access a computer that is running Mac OS
X from any operating system that is supported by Symantec
pcAnywhere.
Mac OS X support
Adds remote management tools to Symantec pcAnywhere
Mobile. You can open the Task Manager, run basic DOS
commands, and remotely log off, restart, or shut down a host
computer.
Remote management tools
for mobile connections
Introducing Symantec pcAnywhere
What's new in Symantec pcAnywhere
20