Connection Help

Using Remote Support with Firewalls

Connection Test Help

Using Remote Support with Firewalls

Personal Firewalls

If you have a personal firewall (ZoneAlarm®, Norton Personal Firewall™, etc.) installed, make sure that Remote Support is not being blocked. If so, unblock Remote Support and try again.

Additionally, you can enable your personal firewall so that Remote Support can access the Internet every time you need it to.

Enabling Remote Support to access the Internet

The first time you run Remote Support on a PC that has a firewall installed, you will set off the firewall and be prompted to allow Remote Support to access the Internet.

1. Select the check box to Remember the answer each time I use this program.
2. Click Yes to enable Remote Support to access the Internet.

Using Remote Support within a Business Environment

If you do not have a personal firewall but are in a business environment, you may have a hardware firewall. Please provide the document found at www.citrixonline.com/iprange to your IT department so that they may allow Remote Support to connect.

If a connection still cannot be established, please contact Global Customer Service for support.

Connection Test Help

Most connection test difficulties are related to user authentication issues. Please answer the question below to assist you with determining if this problem exists and what actions to take.

Did you see a dialog box titled Authentication Required containing three fields labeled Domain, User Name and Password?

• Yes, I did see the Authentication Required dialog box and I believe I entered all the correct information but I am still having trouble
• Yes, I did see the Authentication Required dialog box but the Domain field was absent
• No, I did not see the Authentication Required dialog box
• Help, I followed the steps but I am still having trouble

Yes, I did see the Authentication Required dialog box and I believe I entered all the correct information but I am still having trouble.

The User Name and Password required here are the same as those that you use to log in to your Windows computer.

As when entering all user names and passwords, please make sure that:

• You are typing correctly, especially since you cannot see the password characters as you type them.
• Your Caps Lock key is off.
• You do not have any trailing white-space characters in the fields. Check this by deleting and retyping the entire contents of each field or by checking the end of each field for a blank space.

Yes, I did see the Authentication Required dialog box but the Domain field was absent.

This dialog box indicates that Basic Authentication is in use on your Web proxy. The User Name and the Password required here might be the same as those you use to log in to your Windows computer.

However, your Web proxy may require different passwords from those you use to log in to your Windows computer. Your network administrator can confirm whether or not you have the correct information.

As when entering all user names and passwords, please make sure that:

• You are typing correctly, especially since you cannot see the password characters as you type them.
• Your Caps Lock key is off.
• You do not have any trailing white-space characters in the fields. Check this by deleting and retyping the entire contents of each field or by checking the end of each field for a blank space.

No, I did not see the Authentication Required dialog box.

Please contact Global Customer Service.

Help, I followed the steps but I am still having trouble.

Please contact Global Customer Service.

| Views: 3839 | Last Updated: Mon, Apr 15 2013 12:01 PM

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