How to Connect to a Computer on a Local Area Network
Access computers on your Local Area Network and provide support and maintenance without end-user interaction.
The agent's Technician Group must have Connect On LAN permission.
Restriction: The Connect On LAN feature is not available for Technician Console for Mac.
- On the Session Toolbar, click the Computers icon. The Computers list is displayed.
- On the Computers list, click the Connect On LAN tab to see a list of accessible computers.
- Filter computers by name or IP address. Tip: You can search and connect at any time. You do not need to wait for the entire list of computers to load.
- Select the computer you want to access and click Connect. Important: If you do not have Administrator rights, you are prompted to enter the login credentials of the computer you want to access.The session appears in the Technician Console in Connecting status. The applet launches on the remote computer and the session starts. The customer does not have to grant access to the computer, so you can manage it without customer interaction.
Technical Information for Advanced Users
- Required Windows settings:
- File and Printer sharing must be allowed on the customer's firewall.
- Network access: Sharing and security model for local accounts must be set to Classic - local users authenticate as themselves on the customer's computer ( ).
- Both the technician and customer computer must use a compatible NTLM authentication method: (for example, set both to Send NTLMv2 response only).
- Remote Registry service must not be disabled on the remote computer. Go to , right-click Remote Registry and click Properties. Set Startup type to Automatic or Manual.
- NetBIOS uses ports 135, 137, 138, 139
- Windows uses NTLM authentication to acquire administrator rights. This authentication uses randomly allocated TCP ports: 1024-65535, or 49152-65535 on Vista and Windows Server 2008. Communication through these ports must be allowed by firewalls.