Purpose of this guide
This document provides an overview of the functions and reference information on the remote operation functions of Systemwalker Desktop Patrol.
Systemwalker is a generic name for the distributed system operation management products provided by Fujitsu Limited.
Intended readers
This document is aimed at persons who will use the remote operation functions of Systemwalker Desktop Patrol.
To understand the contents of this guide, the following knowledge is essential.
General knowledge regarding personnel computers
General knowledge regarding Windows
General knowledge regarding the Internet
Structure of this guide
The structure of this guide is as follows:
Describes how to install and uninstall Live Help Expert and Live Help Connection Manager, and system requirements of the Live Help software.
Gives you an introduction to Live Help features and functionality. It also includes an overview of how a support session starts, the roles of the members, a summary of the security features, and explains how a session proceeds.
Walks you through a quick demonstration of a support session. It gives step-by-step instructions for starting a session, and shows you how to use Live Help's features, including Screen Transfers, Remote Control, and File Transfer.
Describes how to remotely operate the Client's applications and desktop. It also explains how to send special Windows(R) key sequences to the Client using Remote Control. Keyboard and mouse sharing tips are also included.
Explains how to instruct Clients to operate their computers and applications.
Explains how to see what is displayed on the Client's screen, and show your screen to the Client. It includes some tips to help make your screen-sharing sessions more effective.
Explains how to send a single file, multiple files, or entire folders to the Client. You can also get a copy of files from the Client's computer, or just browse the Client's file system.
Explains how to send the contents of your Clipboard to the Client, or receive the Client's Clipboard data. If another Support Specialist is in the session, you can also transfer your Clipboard to the Specialist.
Describes how to send a text message to the Client. Help Desk Personnel can also send text messages to each other.
Explains how to record and play a session held between Expert and Client.
Explains how to change your Live Help Expert software installation. You can change your name, default security settings, choose your preferences for the display of the Live Help Expert window, and add or remove support for TCP/IP, or a modem.
Describes the Live Help Monitor application and the differences between it and the Live Help Expert application.
Describes features of the Live Help Address Book application.
Describes how to change the settings of Live Help Client application running on a computer, in a quick operation.
Describes the Live Help Connection Manager application and how to establish Live Help sessions using it.
Gives a summary of the most commonly used Live Help features.
Explains how to use Client File Exchange with older version of Live Help.
Explains how to enable this feature to log important session-related activities.
Describes its known issues with the Live Help applications and how to unblock (allow) connections.
Describes a potential port conflict between operating systems and Live Help, and provides a workaround for it.
Describes recommended security settings for computers having Live Help sessions, and how to backup and restore Live Help settings.
Describes what the Live Help Security Setup command can restrict and how to use it.
Describes cautions for using Live Help products on PRIMERGY FT model servers.
Describes limitations and notes for chain connections with Live Help and Terminal Services.
Describes general troubles may happen while using the Live Help products and how to solve them.
This appendix describes the release information about this version/level.
This appendix explains how to access the reference material for FJQSS (Information Collection Tool).
Location of this guide
In Systemwalker Desktop Patrol manual, location of this guide is shown as follows.
Manual Name | Contents |
|---|---|
Systemwalker Desktop Patrol Release Information | Functions modified and added to Systemwalker Desktop Patrol, and items that become incompatible after a version upgrade. |
Systemwalker Desktop Patrol User's Guide (This Guide) | Basic knowledge of Systemwalker Desktop Patrol, such as overview, features, functions, etc. |
Systemwalker Desktop Patrol Installation Guide | How to install Systemwalker Desktop Patrol, change the operation environment, and perform maintenance. |
Systemwalker Desktop Patrol Operation Guide: for Administrators | How to collect PC information, install security patches, distribute software, license management, management ledger, and environment setup of Systemwalker Desktop Keeper. |
Systemwalker Desktop Patrol Operation Guide: for Clients | How to install, operate and change the settings of the client side. In addition, it explains how to handle error messages output from client side. |
Systemwalker Desktop Patrol Reference Manual | Commands, files and port numbers used in Systemwalker Desktop Patrol. In addition, it explains how to handle error message output from Systemwalker Desktop Patrol. |
Also, the following manuals are enclosed as Systemwalker Live Help manuals. Please refer to them when you use the remote operation function (Systemwalker Live Help Function).
Manual Name | Contents |
|---|---|
Systemwalker Live Help User's Guide | It explains how to install Systemwalker Live Help, how to use the hardware and software and set the support center. In addition, it also explains how to manage by Live Help Connection Manager. |
Systemwalker Live Help Client Guide | It explains how to install, use and set Systemwalker Live Help Client. |
Symbols used in this guide
This guide uses the following names, symbols and abbreviations for explications.
This subsection describes the symbols used in the examples of commands.
Meaning of symbols
Symbol | Meaning |
|---|---|
[ ] | Indicates that the items enclosed in these brackets can be omitted. |
l | Indicates that one of the items separated by this symbol should be specified. |
{ } | Indicates that one of the items enclosed in these symbols should be specified. |
The following symbols are used in this guide.
Meaning of symbols
Symbol | Meaning |
|---|---|
n | Indicates variable value. |
Note
Indicates an item requires special attention.
Point
Indicates useful information.
In this guide, the operating system names are abbreviated as follows.
Abbreviation | Full Name |
|---|---|
Windows Server 2012 R2 | Microsoft(R) Windows Server(R) 2012 R2 Standard |
Windows Server 2012 | Microsoft(R) Windows Server(R) 2012 Standard |
Windows Server 2008 R2 | Microsoft(R) Windows Server(R) 2008 R2 Foundation |
Windows Server 2008 STD | Microsoft(R) Windows Server(R) 2008 Standard |
Windows Server 2008 EE | Microsoft(R) Windows Server(R) 2008 Enterprise |
Windows Server 2008 Foundation | Microsoft(R) Windows Server(R) 2008 Foundation |
Windows Server 2003 STD | Microsoft(R) Windows Server(R) 2003, Standard Edition |
Windows Server 2003 EE | Microsoft(R) Windows Server(R) 2003, Enterprise Edition |
Windows Server 2003 STD(x64) | Microsoft(R) Windows Server(R) 2003, Standard x64 Edition |
Windows Server 2003 EE(x64) | Microsoft(R) Windows Server(R) 2003, Enterprise x64 Edition |
Windows 8.1 | Windows(R) 8.1 |
Windows 8 | Windows(R) 8 |
Windows 7 | Windows(R) 7 Enterprise |
Windows Vista | Microsoft(R) Windows Vista(R) Ultimate |
Windows | Microsoft(R) Windows Server(R) 2012 R2 Standard |
IIS | Internet Information Services 6.0 |
IE | Microsoft(R) Internet Explorer(R) 6.0 |
Android | Android(TM) 3.0 - Android(TM) 5.0 |
iOS | iOS 5.0 - iOS 8.1 |
To check which product a shortcut in the Start window is for, right-click the shortcut and click Open File Location from the menu at the bottom of the screen. This will open the file location in Windows Explorer, where the product name can be checked.
In this guide, the "halfwidth characters to be handled" refer to the following ASCII characters, except in places where limitations for the halfwidth characters that can be used are described.
Halfwidth spaces
Halfwidth symbols
! " # $ % & ' ( ) * + , - . / : ; < = > ? @ [ \ ] ^ _ ` { | } ~
Halfwidth numbers
0 1 ... 9
Halfwidth alphabetic characters
A B ... Z
a b ... z
Characters other than the above are treated as fullwidth characters.
Version notation
The following versions of this product do not have an English version - please ignore references to them.
Systemwalker Desktop Patrol V12.0L10
Systemwalker Desktop Patrol V13.3.0
Systemwalker Desktop Patrol V14.0.0
Systemwalker Desktop Patrol V14.0.1
Systemwalker Desktop Patrol V14.1.0
Systemwalker Desktop Patrol V14.3.0
Systemwalker Desktop Patrol V14.3.1
Systemwalker Desktop Patrol V15.0.0
Systemwalker Desktop Patrol V15.0.1
For example, read "V15.0.1 or later" as "V14.2.0 or later", because V15.0.1 does not have an English version.
Likewise, read "V14.0.0 or earlier" as "V13.2.0 or earlier", because V14.3.1 does not have an English version.
The table below shows the available versions:
Japanese version | English version |
|---|---|
V11.0L10 | V11.0L10 |
V12.0L10 | V11.0L10 |
V13.0.0 | V13.0.0 |
V13.2.0/V13.2.1 | V13.2.0 |
V13.3.0 | V13.2.0 |
V14.0.0/V14.0.1 | V13.2.0 |
V14.1.0 | V13.2.0 |
V14.2.0 | V14.2.0 |
V14.3.0 | V14.2.0 |
V14.3.1 | V14.2.0 |
V15.0.0 | V14.2.0 |
V15.0.1 | V14.2.0 |
V15.1.0 | V15.1.0 |
Export management regulations
Exportation/release of this document may require necessary procedures in accordance with the regulations of your resident country and/or US export control laws.
Trademark
Intel, Intel vPro and Centrino are trademarks or registered trademarks of Intel Corporation or its subsidiaries in the United States and other countries.
Microsoft, Windows, Windows NT, Windows Vista, Windows Server, Active Directory and names or product names of other Microsoft's products are registered trademarks of Microsoft Corporation in the United States and other countries
Oracle is the registered trademark of Oracle Corporation.
Symantec, the Symantec logo, and Norton AntiVirus are registered trademarks of Symantec Corporation in the United States.
VirusBuster is registered trademark of Trendmicro Ltd.
VirusScan and NetShield are trademarks or registered trademarks of Network Associate, Inc. or its affiliates.
Google, the Google logo, Android, the Android logo, Google Play, the Google Play logo, Gmail, and the Gmail logo are trademarks or registered trademarks of Google Inc.
Wi-Fi is a registered trademark of Wi-Fi Alliance.
IOS is a trademark or registered trademark of Cisco in the U.S. and other countries and is used under license.
Apple, the Apple logo, and Mac OS are trademarks of Apple Inc., registered in the United States and other countries.
All other trademarks are the property of their respective owners.
Screen shots are used in accordance with Microsoft Corporation's guidelines.
July 2015
First edition, July 2015 |
Copyright 1993 - 2015 FUJITSU LIMITED
