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Using Virtual Assist
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SonicWALL SSL VPN 5.0 User Guide
Step 7 If you receive the following security alert, click Unblock to allow Virtual Assist traffic through
the Windows firewall.
Step 8 A pop-up window indicates that you are in the Virtual Assist queue. The technician will be
alerted that you are ready. Click Cancel to cancel the Virtual Assist request.
Step 9 When the technician initiates the session, the Virtual Assist toolbar appears in the bottom right
of your screen. The technician now has control of your computer.
Note During a Virtual Assist session, you are not completely locked out of your computer. Both
the technician and customer can control the computer, although this may cause confusion
and consternation if they both attempt to “drive” at the same time. You can resume control
when the technician is not actively typing or moving the mouse. And you can end the session
at any time by clicking the End Virtual Assist button in the bottom right corner.
Step 10 Click the Chat button or enter Alt-c to open an instant message style chat session with the
technician.
Step 11 The technician can also open a Chat window to communicate with you. To chat, type text in the
Chat window and type Enter or click Send.