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Barracuda Managed Workplace

Initiating a Remote Control Session by Launching a Third-Party Remote Control Tool

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Service Center can be configured to launch one additional third-party remote control tool. This additional option appears either as the application name, or as "Other" in the Remote Service list, and in the Remote Control shortcut menu. This additional option is added to Service Center in System Settings. For more information, see Configuring the "Other" Remote Control Application.

The following procedures provide steps for launching third-party tools that have been tested for integration with Barracuda Managed Workplace, however any third-party tool that launches the application on the technician's computer, or as a URL on the client or technician computer can be integrated with Barracuda Managed Workplace.

To initiate a remote control session using GoToAssist

  1. In Service Center, click Status > Devices.
  2. Locate the device to which you want to initiate a remote control session.
  3. Click the device name and then click Remote Control from the right sidebar.
  4. If an Internet Explorer dialog box appears, warning you that the page is accessing information that is not under its control, click Yes.
  5. In the Remote Services section, from the Service list, select GoToAssist.
  6. Confirm the Remote Machine IP address is correct.
  7. In the URL box, paste the session-specific URL. For example, https://broker.gotoassist.com/a/mycompany?Question=AB123-456-789.
    This URL can be copied from within GoToAssist by clicking the Copy URL button.
  8. Click Connect.
  9. If a prompt appears warning that a program is executing, click OK to continue.
To initiate a remote control session using LogMeIn Rescue
  1. In Service Center, click Status > Devices.
  2. Locate the device to which you want to initiate a remote control session.
  3. Click the device name and then click Remote Control from the right sidebar.
  4. If an Internet Explorer dialog box appears, warning you that the page is accessing information that is not under its control, click Yes.
  5. In the Remote Services section, from the Service list, select LogMeIn Rescue.
  6. Confirm the Remote Machine IP address is correct.
  7. In the URL box, paste the session-specific URL. For example, https://secure.logmeinrescue.com/R?i=2&Code=123456.
    This URL can be copied from the Create New Session window in LogMeIn Rescue, by clicking the Link tab and clicking the Copy Link to Clipboard button.
  8. Click Connect.
  9. If a prompt appears warning that a program is executing, click OK to continue.
To initiate a remote control session using LogMeIn Pro
  1. In Service Center, click Status > Devices.
  2. Locate the device to which you want to initiate a remote control session.
  3. Click the device name and then click Remote Control from the right sidebar.
  4. If an Internet Explorer dialog box appears, warning you that the page is accessing information that is not under its control, click Yes.
  5. In the Remote Services section, from the Service list, select LogMeIn Pro.
  6. Confirm the Remote Machine IP address is correct.
  7. In the URL box, paste the device-specific URL. For example, https://secure.logmein.com/mycomputers_connect.asp?hostid=1234567890.
    This URL can be copied from within LogMeIn Pro by navigating to the following location:
    1. From the Home page, click Properties.
    2. On the Host Properties page, click the General Settings tab.
    3. Right-click the Connect to this Computer link, and select Copy shortcut.
  8. Click the Save link. This saves the URL in Service Center for this particular device so that every time you remote to the device using the Other option, the configuration is pre-filled and you can connect right away.
  9. Click Connect.
  10. If a prompt appears warning that a program is executing, click OK to continue.
To initiate a remote control session using DameWare
  1. In Service Center, click Status > Devices.
  2. Locate the device to which you want to initiate a remote control session.
  3. Click the device name and then click Remote Control from the right sidebar.
  4. If an Internet Explorer dialog box appears, warning you that the page is accessing information that is not under its control, click Yes.
  5. In the Remote Services section, from the Service list, select DameWare.
  6. Confirm the Remote Machine IP address is correct.
  7. Do one of the following:
    • If the Local Application Path box is populated, confirm that it is the correct path.
    • If the Local Application Path box is blank, or points to an incorrect path, click the ... button. In the Set Local Client Application Path for {0} page, click the Browse button to navigate to the folder where Dameware is installed. Click OK.
  8. If required add arguments to the Application Parameters box to adjust the functionality.
  9. Optionally, you can click the Save link. This saves the local application path for your Service Center user account, which is helpful if you have the application saved in a folder that is not the default.
  10. Click Connect.
  11. If a prompt appears warning that a program is executing, click OK to continue.
To initiate a remote control session using Bomgar
  1. In Service Center, click Status > Devices.
  2. Locate the device to which you want to initiate a remote control session.
  3. Click the device name and then click Remote Control from the right sidebar.
  4. If an Internet Explorer dialog box appears, warning you that the page is accessing information that is not under its control, click Yes.
  5. In the Remote Services section, from the Service list, select Bomgar.
  6. Confirm the Remote Machine IP address is correct.
  7. In the URL box, paste the session-specific URL. For example, http://trial.bomgar.com/?ak=1234567890abcdef1234567890abcdef.
    This URL can be copied from within Bomgar by doing the following:
    1. In the Start Support Session window, click the Email button.
    2. Copy the URL from the email generated in your email client.
  8. Click Connect.
  9. If a prompt appears warning that a program is executing, click OK to continue.
See also
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