Pcanywhere Remote Support for my Customers

Posted on 2007-08-12
Last Modified: 2013-11-30
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.
Question by:srtechpdccpa
    LVL 87

    Expert Comment

    It's a long time ago I used PC anywhere, but I'll try to help by memory. The user will have to run the Hosting part of the software and you the other.

    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.

    Author Comment

    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!
    LVL 87

    Expert Comment

    You have to run the remote version. for the other questions read the docs, I haven't used pcanywhere for at least 10 years.
    LVL 6

    Accepted Solution


    I use PCAw with some selected clients as they too have vendors who need access to their systems, occasionally. That access needs to be controlled and is only activated when required.
    I suggest you set up the Client End as a Host and leave it running (or start the host when access is required)
    Your end then is a client and is started and Calls directly to the Clients' Host. You do require a Caller setup on the Host and if there are more vendors than one, I suggest setting up each vendor with their own Caller Credentials.
    The Host end requires a Static IP and NAT through there Firewall/Router. Ports 5631 & 5632 nedd to be directed at the system you are hosting.
    You, the Remote, don't require a static IP but if you have one you can then set security to a higher level by limiting your PCAw Caller to a single IP. If you need further, please respond and I assist anytime.

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