Use the Screen Transfer facility to view the Client's screen, or show your screen to the Client. If there are other Help Desk Personnel participating in the support session, they also view the screen information.
There are two Screen Transfer modes:
The Receive Screen mode allows you to see the contents of the Client's screen
you "receive" Screen Transfers from the Client.
The Send Screen mode is used to show the Client the contents of your screenyou "send" Screen Transfers to the Client.
While you receive Screen Transfers from the Client, the screen information appears in your Live Help window. This window can be resized or minimized. You continuously receive updates from the Client's screen as changes occurwatching mouse movements, menus opening, applications loading, and so onjust as if you are sitting at the Client's computer. You even watch windowed DOS applications or mainframe sessions run.
You may want to show the Client your screen, in a training situation for example. In this case, use the Send Screen mode. A viewing window opens on the Client's screen, and the Client sees everything on your screen including your mouse movements. When you stop transfers of your screen, the viewing window closes on the Client screen. The Client needs no action.
Screen Transfer is also useful when you participate in a session with another Support Specialist.
Note
During a Live Help session, Live Help temporarily stops some of Windows(R) features to transfer screens efficiently. The features will become available when the Live Help session ends. The features to be disabled are:
Animation pointers
They will be changed to monochrome and stop cursor animation.
Windows Aero
In case the color scheme of Windows Vista / Windows 7 is set to Windows Aero on the Client computer, it will be changed to Windows Vista Basic.
Live Help temporarily stops some of Windows(R) features to transfer screens efficiently. Therefore, animation pointers will be monochrome (change color) and stop cursor animation during a Live Help session.
When a screen saver is activated on the Client computer, the screen saver may not be displayed properly on the incoming screen of Live Help Expert, depending on the type of computer, display driver, and screen saver. Cancel the screen saver by manipulating the keyboard and mouse to display the Live Help Client screen. If the color of the Client's screen becomes abnormal even after deactivating the screen saver, redraw the abnormal area by placing another window on the area. This does not affect the performance of Live Help.
You cannot change the settings in the Advanced tab / Settings tab / Display Settings tab in the Display Properties when a Live Help application is running. Exit Live Help before changing these settings.
You cannot change the wallpaper settings of the Client computer, such as file, display method, and pattern of wallpaper, when a Live Help session is held. Changes made during a Live Help session may only be effective until the end of the session, and the settings may be returned to the previous state when the session closes. Exit the Live Help session before changing these settings.
If mouse trails are displayed on the Client computer, some mouse trails may remain on the Live Help Expert window. It is recommended to disable the mouse trailing function during a Live Help session.
