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Barracuda Managed Workplace

Setting Remote Control Options

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You can use the Remote Control tab to configure system-wide settings for remote control tools. These include Premium Remote Control, specific custom integrations such as TeamViewer, LogMeIn Pro, or ScreenConnect, as well as a more general "other" configuration.

Custom Third Party Integration versus "Other" Option The custom third party integration provides a direct connection with TeamViewer, LogMeIn Pro, or ScreenConnect. You can set up all three integrations, however only the tool that is selected in System Settings is available when launching a remote session on a device. The "other" option is a more generic configuration. It can be used with any remote access tool that meets the requirements, and has been tested on:

  • GoToAssist
  • LogMeIn Rescue
  • LogMeIn Pro
  • DameWare
  • Bomgar
Configuring Premium Remote Control Access

Premium Remote Control uses ISL Light technology to provide remote access to managed devices. Premium Remote Control consists of the following components:

  • AlwaysOn - An agent that is automatically installed on all eligible managed devices.
  • Premium Remote Control.exe - A client that you install on your computer. When you initiate a remote control session with Premium Remote Control, the client opens automatically for you to connect to the managed device.

When you enable Premium Remote Control, a remote control account is automatically set up, without the need for configuration. The agent is then automatically installed on managed devices across all sites that meet the following criteria:

  • A Windows device with the Admin share open;
  • A Mac device with SSH enabled. The credentials for SSH must also be on the sudoer's list.

If you need to remove the Premium Remote Control agent from a device, Barracuda Managed Workplace includes scripts to uninstall Premium Remote Control. To run the script on a device, go to Automation > Library, and select one of the following scripts:

  • Uninstall Business Premium Remote Control MAC
  • Uninstall Business Premium Remote Control WIN
To set up a template Premium Remote Control invitation

Users are invited to Premium Remote Control sessions by email. You can customize the email template that is sent by default.
To restore the default email at any time, click Restore Default.

  1. In Service Center, click Configuration > System Settings.
  2. Click the Remote Control tab.
  3. Type a title in the Title box.

    {{code}} represents the session code that Barracuda Managed Workplace inserts in the title.

  4. Type an email in the Body box.

    {{url}} represents the link to the session that Barracuda Managed Workplace inserts in the body of the email.

  5. Click Save.
Starting Premium Remote Control Sessions with Chat by Default

Premium Remote Control chat lets you communicate with the user whose device you are controlling through a chat window. Chat also gives you a higher screen resolution, but may slow down the connection.

To start Premium Remote Control sessions with chat by default
  1. In Service Center, click Configuration > System Settings.

  2. Click the Remote Control tab.

  3. Select the Enable chat by default check box.

  4. To use chat by default on all devices, regardless of their settings, click Clear Overrides.
    Certain devices may have a setting that overrides the system setting that enables chat by default. Using Clear Overrides removes those settings and enables chat by default.

  5. Click Save.

Configuring a Custom Third Party Integration

You can set up access credentials to TeamViewer, LogMeIn Pro, and ScreenConnect. The integration type that you select appears as an option when launching a remote session on a device. You can select only one integration. By default, no custom third party integration is selected.

To configure TeamViewer access
  1. In Service Center, click Configuration > System Settings.
  2. Click the Remote Control tab.
  3. In the Custom Third Party Integration area, select the Team Viewer option button.
  4. In the Application Path box, type the file location where Team Viewer is installed on the technician's computer.
  5. In the Global Password box, type the Team Viewer password. This password overrides the client password on the remote machine. Optionally, you can leave this box blank, and then provide a password when launching a Team Viewer session.
  6. Click Save.

Click the Clear Overrides button to delete all device and user level overrides and to save changes. A dialog box prompts you to confirm the action.

To configure LogMeIn Pro access

When configuring LogMeIn Pro, you must provide a Company ID and a PSK encryption key, which you must request from LogMeIn support.

  1. In Service Center, click Configuration > System Settings.
  2. Click the Remote Control tab.
  3. In the Custom Third Party Integration area, select the LogMeIn Pro option button.
  4. In the Company ID box, type your company ID.
  5. In the PSK box, enter the PSK encryption key provided to you by LogMeIn.
  6. Click Save.

Click the Clear Overrides button to delete all device and user level overrides and to save changes. A dialog box prompts you to confirm the action.

To configure ScreenConnect access

ScreenConnect uses a web-based remote access mechanism, while the client PC must have the end-user software installed. When you configure system-wide ScreenConnect settings, you provide the base URL to your self-hosted ScreenConnect site. Optionally, you can also specify which folder to open by default, e.g. "/Host # All Machines".

  1. In Service Center, click Configuration > System Settings.
  2. Click the Remote Control tab.
  3. In the Custom Third Party Integration area, select the ScreenConnect option button.
  4. In the Base URL box, enter the base ScreenConnect URL.
  5. Optionally, in the Folder box, enter the name of the subsection of the ScreenConnect UI that you want to open when ScreenConnect is launched.
  6. Click Save.

Click the Clear Overrides button to delete all device and user level overrides and to save changes. A dialog box prompts you to confirm the action.

Configuring the "Other" Remote Control Application

If you are using third-party remote control tool to assist your customers, you can create a link to launch this application from within Barracuda Managed Workplace. You can do this by configuring an "other" option when initiating a remote control session, in one of the following:

  • From a device page, by clicking Remote Control in the sidebar.
  • In the Remote Control shortcut menu, which is available by clicking the shortcut icon beside a device name in a device list. The Remote Control shortcut menu displays the third-party tool specified as the "Other" option, and any remote control options available for the selected device.

You can create a shortcut link to any remote control tool that meets the following requirements:

  • the tool is launched from a URL, either on the client computer or the technician's computer, or the tool is launched as an application on the technician's computer.
  • preferably, the URL link or application executable contains all information required to fully establish remote connectivity.

The following remote control applications have been tested for integration with Barracuda Managed Workplace:

Remote Control Tool

Launch Method

GoToAssist

Launch URL on client computer

LogMeIn Rescue

Launch URL on client computer

LogMeIn Pro

Launch URL on technician computer

DameWare

Launch application on technician computer

Bomgar

Launch URL on client computer

  • You can create one shortcut link to a third-party remote control tool.
  • When creating a shortcut link to Dameware, you must enter the application parameter m:{ipaddress}, and this setting should not be altered at the device level. This parameter passes the IP address for the specific device to the Dameware application and automatically creates an entry or load an existing entry in Dameware for the IP address. Additionally, Dameware does not support connection through the Onsite Manager socket, so this option should not be selected when configuring the global settings. Dameware offers a proxy utility that can be installed on the client network, which can be used as an alternate method of connecting. To download this utility, go to    http://www.dameware.com/downloads.aspx .

When setting up the third-party selection item, you provide the following information:

  • The name of the third-party tool as it should appear in the Remote Control shortcut menu;
  • whether to launch a URL on the technician's computer, launch the application on the technician's computer, or launch a URL on the client's computer;

if launching an application on the technician's computer, the application path and parameters. You must also specify whether a socket connection is required, including the port number.

The configuration that you provide can be overridden at the device level. For more information, see Initiating a Remote Control Session by Launching a Third-Party Remote Control Tool.

To add an "other" link to the Remote Control shortcut menu

Best Practice

For remote control applications that launch a URL on either the client computer or technician computer, it is recommended that you leave the URL box blank, as in most cases the technician enters a session-specific URL when initiating the remote control session.

  1. In Service Center, click Configuration > System Settings.
  2. Click the Remote Control tab.
  3. In the Name box, type the name of the third-party remote control tool.
  4. Do one of the following:
    • Click the Launch URL on Tech computer option button, and optionally, type the global default URL for the remote control application in the URL box.
    • Click the Launch Application on Tech computer option button. In the Application path box, type the path to the folder where the application is installed. If required, in the Application Parameters box, provide any required application parameters. If the application require a socket connection to the Onsite Manager server, select the Socket connection required check box, and in the Port box, type the port number.
    • Click the Launch URL on Client computer option button, and optionally, type the global default URL for the remote control application in the URL box.
  5. Click Save.
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