You can send or receive file(s) between the Support Specialist's computer and the Client's computer.
Use the Client File Exchange feature 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 remote file system.
Client File Exchange makes it easy to update old files on the Client's computer, or take a copy of a file from the Client's computer so you can investigate and work on it off-line.
The Client File Exchange window presents two lists: one shows the Support Specialist's files and folders, the other shows the files and folders on the Client's computer. The lists are displayed one on top of another in a format similar to that found in Windows(R) Explorer. It's easy to navigate to different places within either file system using the mouse and keyboard. You choose the files you want to transfer, and specify the destination on the recipient computer. Client File Exchange can perform file operations (e.g. drag and drop) just like Windows(R) Explorer.
You can perform delete, create or rename file operations on both the Support Specialist's and the Client's file systems.
You can also delete files and folders, create new folders, and rename files or folders. Security settings are available to approve file operations and confirm overwrites. You can also choose to send only newer files if they already exist on the Client's computer.
Client File Exchange also has a folder compare function.
In addition to the above file operations, Client File Exchange provides a function to compare files and folders located on the Support Specialist's computer with those located on the Client's computer. Using this function, you can easily review the remote file system.
While you are working in the Client File Exchange window, the Client does not see the window. However, once you select the files to send, both you and the Client can see the progress of the file transfer.
Note
If you join a Client's computer running a Live Help Client version V5.0 or earlier, a different version of the Client File Exchange will start. This version of the Client File Exchange is compatible with older Live Help Clients and resembles the Client File Exchange from previous versions of Live Help. Refer to Backward Compatible Client File Exchange for further details.
To use Live Help's Client File Exchange, the user who logged on to the Windows(R) system must be configured and authorized by COM security.
Live Help uses this account to start processes and gain access to resources on the server computer, applying the Windows(R) COM security settings. In this way and not having an independent COM security, Live Help can avoid causing an unintended system behavior that may threaten the security configured by your system administrator.
Live Help will run properly with the Windows(R) COM security defaults. It may not work properly, if the COM security settings are customized.
If you use the Client File Exchange while recording the session using the session recording feature, Live Help Expert suspends the recording until you close the Client File Exchange window. Since the Live Help Client does not send screens to the Live Help Expert during the Client File Exchange, Live Help Expert cannot record Client's screens.
The Client File Exchange feature does not support files that are 4GB or larger in size. The size of these files will be displayed as less than 4GB (surplus of the file size left after divided by 4GB (4,264,967,296bytes)) on the Client File Exchange window. If you send those files to the Client or receive them from the Client, the file transfer will stop in midway and never complete.
You may see the error message "Access is denied" during file operations on the Client File Exchange function. The possible causes are the following:
The logged in user of the Client computer does not have access rights to the file or folder you tried to operate.
The file or folder you tried to operate is protected by Windows Resource Protection (WRP).
Remote operations on the Client computer is done based on the user privileges of the logged in user of the Client computer.
Therefore, you must change the settings on the Client computer to allow the logged in user to access the target file or folder, to operate files and folders in the cases above.
