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Main »» HelpDesk VNC Frequently Asked Questions

Table of Contents
  •  Does HelpDesk VNC work in Safe Mode?
  •  Is there an upgrade discount?
  •  I can no longer log on to the site?
  •  What if the support computer is behind a firewall?
  •  What if the remote computer is behind a firewall?
  •  Is HelpDesk VNC secure?
  •  What if the remote computer needs to be rebooted?
  •  What if I have a dynamic IP address?
  •  Does HelpDesk VNC run on Windows Vista?
  •  Can I use HelpDesk VNC from any place that has an internet connection?
  •  When creating a new client on Windows Vista I get Can not Write File - error


  • Does HelpDesk VNC work in Safe Mode?
    Yes. You can start HelpDesk VNC in safe mode or you can re-boot the remote computer into safe mode and it will automatically re-connect back to you before the login prompt.
    Is there an upgrade discount?
    Yes. If you bought HelpDesk VNC V2 and would like to upgrade to V3 following this link. You must use the email address that you used when you purchased HelpDesk VNC V2.
    I can no longer log on to the site?
    If you are a prior customer and need a copy of your purchased software just send us an email and we will get it to you asap. If you are looking for the upgrade pricing page please look at FAQ question: Is there an upgrade discount.
    What if the support computer is behind a firewall?
    In order to support clients outside of your firewall / router, you will need to open a port on your router. This will forward incoming calls to the internal IP address of your support machine. Use the Check Port link from the main menu to check that your ports are configured correctly to work with HelpDesk VNC.
    What if the remote computer is behind a firewall?
    HelpDesk VNC works in reverse of how most other remote programs work by initiating the session from the remote computer to the support computer. Since the communication is outbound traffic, similar to surfing the net, the firewall will just pass the communication right through. The firewall is designed to block inbound traffic but not outbound traffic. Because of this no configuration is needed on the remote side.
    Is HelpDesk VNC secure?
    Yes. If the remote user is concerned about security, we have included a 128 bit RC4 encrypted version of the remote software. While operating systems like Windows 2000 and newer support 128 bit RC4 encryption, older systems like Windows 95 & Windows 98 may not. If the remote computer has not installed the "Strong Encryption" update from Microsoft, the 128 bit RC4 installation will not function properly. Therefore, we have included a non-encrypted version of the remote software so you will have the ability to support all Windows operating systems. Even if you use the non-encrypted version of HelpDesk VNC the data stream is compressed. A hacker would need knowledge of when the session was happening, have access to the stream of data and then know how to decode the compressed stream before they would finally be able to see the session. This would be very difficult.

    What if the remote computer needs to be rebooted?
    You can Reboot and Auto-Reconnect before the login prompt in normal mode or safe mode.
    What if I have a dynamic IP address?
    If you have a dynamic IP address you can use a service called www.no-ip.com. This service is free and allows you to simply change your IP address assigned to a given URL. You can keep the IP address updated automatically by running a small program on the support computer. Just sign up and then give us the URL and that is what we will program in to HelpDesk VNC.
    Does HelpDesk VNC run on Windows Vista?
    Yes. HelpDesk VNC now works with Windows Vista and makes support faster and easier by automatically answering UAC and shutting down themes that can slow you down.
    Can I use HelpDesk VNC from any place that has an internet connection?
    Yes. Using the repeater software included. If you have any problems setting up the repeater software please contact us and we will send you a tutorial on how to set it up.
    When creating a new client on Windows Vista I get Can not Write File - error
    The HDVNC V2 Create Create Remote Client must be run as administrator. Right click the icon on the desktop and then click Properties. Click the Compatibility tab and then click the box for Run this program as an administrator.


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