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Pcanywhere Remote Support for my Customers
I have a customer who receives support from a vendor via PcAnywhere. When the customer needs support, they run a version of PcAnywhere that the vendor supplied them, and they enter an IP address the vendor supplied them (the vendor's static IP address I would assume). The VENDOR is then able to get access to the CUSTOMER's machine for remote support, even though the CUSTOMER was entering in the VENDOR's IP address.
I purchased PcAnywhere 12.1, and use DNStoGO to provide me with a "static" IP number (we have a cable connection). I have ports 5631 and 5632 in our router pointing to my computer's static IP address.
However, I need help with the logistics on my side and the customer's side of getting the connection working. I don't know what they have to run (Host or Remote), and what I have to run (Host or Remote) so that when THEY enter in MY DNStoGO IP address, I can get access to THEIR PC (sort of a reverse control situation - they call me but I have control of them).
Sorry if this is a long winded question but I didn't want to have to go around in circles explaining exactly what I want to accomplish. Help here would be greatly appreciated, as I have many customers who could benefit from this kind of "help desk" support.
I purchased PcAnywhere 12.1, and use DNStoGO to provide me with a "static" IP number (we have a cable connection). I have ports 5631 and 5632 in our router pointing to my computer's static IP address.
However, I need help with the logistics on my side and the customer's side of getting the connection working. I don't know what they have to run (Host or Remote), and what I have to run (Host or Remote) so that when THEY enter in MY DNStoGO IP address, I can get access to THEIR PC (sort of a reverse control situation - they call me but I have control of them).
Sorry if this is a long winded question but I didn't want to have to go around in circles explaining exactly what I want to accomplish. Help here would be greatly appreciated, as I have many customers who could benefit from this kind of "help desk" support.
ASKER
Thanks Rindi, for the interest... actually, the client CAN run in host mode, yet initiate a "call" via the internet using an IP address... which is what I'm looking for. However, I'm unclear as to what I should do on MY end - run REMOTE or HOST? And what, if anything, kind of settings do I need to implement on my end to make it work? On the client side (the one running in HOST mode), they have to setup a login and password before they can initiate a "call out" to a TCP/IP address... so I'm assuming whatever I need to setup on my side, it needs to have an entry that matches their login and password.
I feel like I've moved one step further, anyway... Can anybody else complete this puzzle? Thanks!
I feel like I've moved one step further, anyway... Can anybody else complete this puzzle? Thanks!
You have to run the remote version. for the other questions read the docs, I haven't used pcanywhere for at least 10 years.
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Now if memory doesn't fail me, pcanywhere had a kind of "Callback" option, and that is what I think is being used here. The user calls you with your IP, this then initializes your remote control which then logs on to the user's PC. This is useful to ensure you can't logon without the user's knowledge. So in the setup and documentation of pcanywhere look for such a callback thing.