The Live Help Client can be configured to run as a Service. Running the Live Help Client as a service allows a Support Specialist to administer unattended servers or workstations by remotely logging in and logging out with administrative privileges. For example, some configuration changes to a Windows(R) system require administrative privileges that may be unavailable to the logged in user.
Note
When the Live Help Client program is running as a service, you cannot change the user name of it. If you click the Change Settings button on the Client startup dialog box, the Name field will be grayed out and become unavailable. In such case, follow the steps below to change the user name:
Click the Change Settings button to start Client Setup.
Change the running method of the Live Help Client to "Do Not Run as a Service," and exit Client Setup.
Again, click the Change Settings button to start Client Setup.
Change the user name.
Back the running method to one of "Run as a Service" options, and exit Client Setup.
If you start the Live Help Client as a service, it could take several tens of seconds to start up with a slow computer. If auto start up is selected, wait awhile after rebooting the system, and then connect from the Live Help Expert or Live Help Monitor.
If you start the Live Help Client as a service, Live Help Client Service will be added to Services in the Control Panel, and its Startup Type will be set to "Automatic." You must not change the Startup Type of Live Help Client Service. It must always be "Automatic."
When you run the Live Help Client as a service, or run it on Windows Vista or later, Windows Server 2008 or later, the Windows(R) Security Alert dialog box will not appear. Therefore, there is a possibility that Windows Firewall is blocking your Live Help communications but you don't notice it. Refer to Windows Firewall for required settings when you use Live Help applications on a system where Windows Firewall is enabled.
If you log off from Windows(R) on the Client computer during a Live Help session, the session will be disconnected on some cases, depending on the operating system of the Client computer and the running method of the Live Help Client. Refer to the section Notes on Logging Off and Switching User on Client Computer for further details.
Refer to the "Changing your Configuration" in the Live Help Client's Guide for further information. You can also select this function during the installation process for Live Help Client application. Refer to the "Installing and Uninstalling the Software" in the Live Help Client's Guide for more information.
Now that you have read about what Live Help can do, we suggest that you see for yourself! Contact a colleague and run a support session as described in Take a Test Drive.
Note
Important
You cannot use Live Help together with other companies' remote control products. If you install Live Help on a computer on which one of other companies' remote control products (for example, the remote control functionality of pcAnywhere, LapLink, ReachOut, CoSession, VNC, WinShare, JP1, LANDeskServerManager, SMS, and so on) is installed, the Windows(R) system may become unable to start up due to inconsistency. Before installing Live Help, make sure that other companies' remote control products are not installed. If such products are installed, uninstall them before installing Live Help.
Live Help can coexist with the Remote Desktop feature and Terminal Services. However, the use of Live Help on a server where the Terminal Services is running is limited to specific conditions. Refer to the section Session Condition Requirements in Support for Terminal Services for further details.
Live Help can coexist with the Remote Assistance (Windows Messenger) feature. However, you must quit the Remote Assistance feature before using Live Help. In the same manner, you must quit Live Help before using the Remote Assistance feature. We do not guarantee that Live Help will work properly when you use the Remote Assistance feature and Live Help at the same time.
We do not guarantee that Live Help will work properly when it is installed together with MetaFrame, which is the add-on software of the Terminal Services.
You can use Live Help on a VM environment, but there are some limitations as follows;
Limitations on the network configuration
When NAT is used on a guest network configuration, the limitations same as on the NAT environment are applied.
Only a point to point static NAT connection is supported.
You can have just one NAT device on the communication route between the Live Help Expert and the Live Help Client computers. NAT with multiple layers are not supported.
Limitations on a guest OS
To operate a guest OS remotely, you must connect your Live Help Expert to the Live Help Client installed on the guest OS. In this case, you cannot remotely operate the management OS.
When you see a remotely operated guest OS from the management OS, the mouse on the guest OS may seem not remote controlled because the mouse cursor of the guest OS may not move.
You cannot remotely install Live Help applications by using one of other companies' remote control products, such as pcAnywhere, LapLink, ReachOut, CoSession, VNC, WinShare, JP1, LANDeskServerManager, SMS, and so on.
Remote install of software using Live Help is not supported. The installer of software may stop Live Help Client to continue a Live Help session properly by changing the system settings on the Client system.
You cannot upgrade the Live Help Client while you are remotely operating it using the Live Help Expert.
When you use different versions of the Live Help products together on the network, the version of Live Help Expert and Live Help Monitor must be the same as or later than that of the Live Help Client program.
In case of connection through [Live Help Connect], use either the same (version) as the [Live Help Client] program, or [Live Help Connect] in a lower version level than the [Live Help Expert]/[Live Help Monitor] program. When the version level of the [Live Help Expert]/[Live Help Monitor] program that is being used is higher than the [Live Help Client] program, the functions supported by the [Live Help Client] program can be used regardless of choosing via/not via [Live Help Connect].
When you install the Live Help Expert, Live Help Client, and Live Help Connection Manager programs on the same computer, they should be the same versions/levels. If the versions/levels are different, the computer will not work properly.
The Windows(R)' shell is the application that is presented when Windows(R) starts. By default, this application is always Explorer. Live Help is designed to work properly only when Windows(R) is using the standard shell.
You can use Live Help on a cluster environment, but the cluster failover is not supported. In this case, the remote control function guarantee is limited to proper work on a normal Windows Server 2003 or later.
