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SonicWALL SSL VPN 5.0 User Guide
• Running NetExtender on a Different TCP Port
• Using the SonicWALL CDP Agent over a SonicWALL NetExtender Connection
• Using SonicWALL NetExtender to Access FTP Servers
• Resolving NetExtender Error With McAfee Enterprise 8.5
Using Virtual Assist
Virtual Assist is an easy to use tool that allows SonicWALL SSL VPN users to remotely support
customers by taking control of their computers while the customer observes. Virtual Assist is a
lightweight, thin client that installs automatically using Java from the SonicWALL SSL VPN
Virtual Office without requiring the installation of any external software. For computers that do
not support Java, Virtual Assist can be manually installed by downloading an executable file
from the Virtual Office.
The following sections describe how to use Virtual Assist:
• “Understanding Virtual Assist” section on page 77
• “Installing and Launching Virtual Assist” section on page 78
• “Configuring Virtual Assist Settings” section on page 79
• “Selecting a Virtual Assist Mode” section on page 82
• “Launching a Virtual Assist Technician Session” section on page 83
• “Performing Virtual Assist Technician Tasks” section on page 84
• “Using Virtual Assist from the Customer View” section on page 90
• “Using Virtual Assist in Unattended Mode” section on page 94
• “Enabling a System for Virtual Access” section on page 95
• “Using the Request Assistance Feature” section on page 97
Understanding Virtual Assist
Virtual Assist is fully supported on Windows platforms. Virtual Assist is certified to work on
Windows 7, Windows Vista and Windows XP. Limited functionality is supported on MAC OS
where customers can request for assistance via web-requests.
Note When a user requests service as a customer, Virtual Assist should not be run while
connected to the system via RDP for Windows 7 and Windows Vista platforms. Virtual Assist
runs as a service for proper access to the customer’s system, so correct permissions cannot
be set if it is run from an RDP connection.
There are two sides to a Virtual Assist session: the customer view and the technician view. The
customer is the person requesting assistance on their computer. The technician is the person
providing assistance. A Virtual Assist session consists of the following sequence of events:
1. The technician launches Virtual Assist from the SonicWALL SSL VPN Virtual Office.
2. The technician monitors the Assistance Queue for customers requesting assistance.
3. The customer requests assistance by one of these methods:
–
Logs into the SonicWALL SSL VPN Virtual Office and clicks on the Virtual Assist link.