Browser-based Support Console User`s Guide

Browser-based Support Console User`s Guide
BROWSER-BASED SUPPORT CONSOLE USER’S GUIDE
31 January 2017
Browser-based Support Console User’s Guide
Contents
1
Introduction .................................................................................................................................. 2
2
Netop Host Configuration ............................................................................................................. 2
2.1
3
Connecting through HTTPS using Certificates ..................................................................... 3
2.1.1
Self-signed certificate ............................................................................................. 3
2.1.2
Windows Certificate Store....................................................................................... 4
Remote control a Host .................................................................................................................. 5
3.1
From the Netop Remote Control Portal ................................................................................ 5
3.2
Via the Web Client................................................................................................................ 5
3.2.1
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Implemented Authentication Mechanisms ............................................................... 6
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Browser-based Support Console User’s Guide
1 Introduction
The current guide explains how to use Netop Remote Control Browser-based Support Console.
Netop Remote Control Browser-based Support Console is a support console allowing support
representatives remote control devices either from the Netop Remote Control Portal, or directly from the
web browser. The console does not require any kind of installation.
Running the support console requires a browser that supports HTML 5. For the best results, use the
latest version of Firefox, Safari, Chrome or Internet Explorer, version 9.0 or later.
2 Netop Host Configuration
Note: On any new installation of NRC 11.5, the “Web” profile is enabled by default. When upgrading,
however, the “Web” profile is not enabled.
The Netop Host needs to be configured with a Web communication profile. In order to do that, go to the
Netop Host, click on the Tools – Communication Profiles entry menu and make sure you can see a
Web profile in the list:
1. If the Web profile is not enabled, click on the checkbox on the left to enable it.
2. If communication with the guest is SSL encrypted (SSL is enabled) choose whether to use a
Self-signed certificate or a certificate from the Windows Certificate Store. For information
about certificates, see Connecting through HTTPS using Certificates.
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3. If you need to change the default port (80):
a. Click the Edit button, then the Advanced button.
b. Uncheck the “Use default port numbers” setting. In the Receive Port field, enter a custom
port and click OK.
In order for the settings to take effect, you should restart the Host.
2.1 Connecting through HTTPS using Certificates
This section describes the certificate options the Netop Host can configure when securely
communicates with the Web Client through SSL encryption.
2.1.1 Self-signed certificate
If the Netop Host is configured to use SSL with a Self-signed certificate, the web client will be prompted
with a warning message to accept the certificate.
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2.1.2 Windows Certificate Store
If your organization has a specific certificate to be used with the Netop Browser-based Support Console
you need to:
1. Import a Signed Server Certificate into Windows Certificate Store.
To import the certificate in the Windows Store Certificate on the machine where the Netop Host is
installed:
1. Open Certificate Manager by clicking the Start button (for Windows 8 and later click on
WINKEY and F), typing mmc.exe into the Search box, and then pressing ENTER.
2. Click the File tab and select the Add/remove Snap-in option.
3. In the Available snap-in select Certificates and click the Add> button. The Certificates snapin wizard displays. Select the snap-in to always manage certificates for Computer account
and click Next.
4. Select the snap-in to always manage the Local computer and click Finish.
5. Click OK and the wizard closes.
6. In the MMC window, go to Console Root > Certificates (Local Computer) > Personal, right
click on Certificates and select All tasks > Import… The Certificate Import wizard opens.
Click Next.
7. Browse to the location where the certificate is stored, select the certificate and click Open,
then click Next.
8. Type the password for the private key that is included in the certificate file, select Include all
extendable properties and click Next.
9. Click Next and Finish. The new certificate appears in the Certificates (Local Computer) >
Personal > Certificates folder.
10. Verify that the new certificate contains a private key.
1. In the Certificates (Local Computer) > Personal > Certificates folder, double-click the
new certificate.
2. In the General tab of the Certificate Information dialog box, verify that the following
statement appears: “You have a private key that corresponds to this certificate”.
2. Configure the Netop Host to use the imported Windows Store certificate
1. Go to the Netop Host, click on the Tools – Communication Profiles entry menu, choose a
Web profile in the list and click Edit. The Communication Profile Edit window displays.
2. Select the Windows Certificate Store radio button for the web communication, then click
Choose certificate…
3. Go to Server Authentication Certificates > Local Computer > Personal and choose the
certificate and click Select.
4. Click OK and restart the Netop Host in order for the changes to take effect.
Note: If the Certificate Authority for the added certificate exists on the machine from which the
Browser-based Support Console is launched, the screen containing information about the wrong
certificate will not be displayed.
If the Certificate Authority for the added certificate does not exist on the machine from which the
Browser-based Support Console is launched, import the CA root certificate in the Trusted Root
Certification Authorities.
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3 Remote control a Host
3.1 From the Netop Remote Control Portal
Once a Netop Host has been configured with the Netop Portal credentials and is online, it will
automatically show up in the Netop Portal interface, Devices section.
In order to remote control a Host from the Netop Remote Control Portal, make sure you are on the
Access > My Devices page and click the Connect button corresponding to the Host you want to remote
control. The Netop Browser Based Support Console authentication screen is displayed based on
security options configured on the Netop Host.
Fill in the password used when configuring the security on the Host and click the Connect button. The
remote controls session on the Host is done directly into the browser.
3.2 Via the Web Client
To run the support console, open a browser and type the IP address or Computer Name of the target
device. If SSL is enabled on the Netop Host, https:// needs be included before the IP address or
Computer Name (e.g. https://192.168.1.10 or https://target-device). Otherwise, the URL should include
http:// (e.g. http://192.168.1.10 or http://target-device).
Note: If SSL is enabled, when loading the page, you may be prompted with a message saying that
the certificate is not correct. This is normal behavior, but you will need to accept the certificate to
establish a remote session. For information on why this occurs and how to accept the certificate, see
HTTPS using self-signed certificate.
Once the page is loaded, an authentication screen is displayed based on security options configured on
the Netop Host.
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3.2.1 Implemented Authentication Mechanisms
This is the list of authentication mechanisms implemented for this release:

Default access privileges

Windows Security Management

Directory Services

NSS authentication (all except Netop Authentication, SC, RSA and Radius)
For more information on the authentication mechanisms, see the Netop Remote Control User’s Guide,
chapter 5: Dialog box help, section 5.2.4 Guest Access Security.
Authenticate based on the dialog triggered by the Host (E.g.: if the Host is configured with Default
access privileges, you will need to fill in the corresponding password)
Once logged in, the remote support session will provide screen transfer, mouse and keyboard controls
and more.
Keys not captured by the operating system or the browser have been added to the top menu. These
include: System key, CTRL, ALT and SHIFT.
Selecting one of the keys within the console, and then pressing any key on your keyboard, will trigger
the combination of those keys to be sent to the target device. Once the keyboard key has been
released, the button in browser menu will be unclicked.
If the Host has multiple monitors, while in a remote control session, you can dynamically change the
host monitor to be displayed on the screen by clicking the Monitors icon from the main menu and
selecting the desired monitor.
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Browser-based Support Console User’s Guide
To use a key (e.g., ALT) multiple times, simply double-click the button and the key will stay engaged.
Click the button again to release the command.
*Keys with different click levels
Using the console, you can send a variety of Windows commands using the power button options.
These include: Logout, Lock, Restart, Shutdown and CTRL + ALT + DEL.
Other options that are available include:

Toolbar minimization

Fullscreen button (if the browser supports it)

Close session button
The toolbar has the following information and buttons:
#
Toolbar item
Description
1
Connection time
Time counter for the current remote control session.
2
Hostname
Netop Hostname of the controlled Host.
3
Encryption level
Indicates whether the current connection is secured (HTTPS)
or not (HTTP).
4
Keyboard and options
The keyboard buttons are tri-state buttons used to trigger
different key combinations.
5
Minimize toolbar
Minimizes the toolbar, showing only an arrow icon which can
be used to restore the toolbar to its original size. The arrow
can be freely dragged to the left or to the right, to reveal
information below it.
6
Fullscreen
Enters the browser in full screen mode, thus maximizing the
usable space.
Note: Internet Explorer does not support this feature.
7
Disconnect
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Disconnects the Remote Control session.
7
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