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How SysAid Remote Control Works

SysAid provides two methods for remote control - using the Remote Control Gateway (RCG) or peer-to-peer. With RCG, the administrator's computer and target computer connect through the SysAid server without needing open ports. Peer-to-peer allows direct connection but requires open ports on the administrator's computer. Both methods rely on the target computer agent contacting the server periodically to receive remote control requests, so lengthening this interval could delay sessions.

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307 views

How SysAid Remote Control Works

SysAid provides two methods for remote control - using the Remote Control Gateway (RCG) or peer-to-peer. With RCG, the administrator's computer and target computer connect through the SysAid server without needing open ports. Peer-to-peer allows direct connection but requires open ports on the administrator's computer. Both methods rely on the target computer agent contacting the server periodically to receive remote control requests, so lengthening this interval could delay sessions.

Uploaded by

alejandro_america
Copyright
© © All Rights Reserved
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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How SysAid Remote Control Works

This section has two parts. The first two discuss how remote control works using RCG and the
second explains peer to peer.

IMPORTANT: If you have lengthened the Agent Refresh Interval (the amount of time the agent
waits before contacting the SysAid Server) beyond the default 30 seconds, you may need to wait
an extended period of time before a remote control session is initiated.


Remote control using RCG

SysAid includes the SysAid Remote Control Gateway, which allows you to easily initiate a remote
control session with any computer without needing to open any additional ports on the end user
or administrator sides.

When you initiate a remote control session using RCG, the following steps occur:
1. The administrator sends a request to the SysAid Server to initiate a remote control
session with a target computer.
2. If the target computer is on the same LAN as the SysAid Server, the SysAid Server
immediately sends a remote control request to the computer.
3. If the target computer is not on the same LAN as the SysAid Server, the SysAid Server
relays the RC request the next time the Agent on the target computer contacts the SysAid
Server. By default, this occurs every 30 seconds*.
4. If there is no user logged in to the target computer, or if a user is logged in but remote
control confirmation is disabled, the remote control session is approved.
5. If a user is logged in to the target computer and remote control confirmation is enabled,
the user receives a popup asking to confirm remote control. If the user confirms, the
remote control session is approved. If the user declines, the remote control request is
terminated.
6. After approval, the target computer initiates a remote control session with the SysAid
Server using SSL.
7. The SysAid RCG then relays the remote control session to the administrator's computer
using SSL HTML 5. The remote control session opens in the administrators web browser.
8. Once the remote control session is established, both the administrator's computer and
the target computer communicate with each other via the Remote Control Gateway.

Both the admin's computer and the target computer connect to the SysAid Server using port 443,
which is open by default. This means that even if there is a firewall between the administrator
and the target computer, or between the SysAid Server and either of the other two computers,
there is never any need to open ports. As long as both computers have access to the SysAid
Server's IP address, remote control using RCG can be initiated with the click of a single button.

*IMPORTANT: If you have lengthened the Agent Refresh Interval (the amount of time the agent
waits between each time it contacts the SysAid Server) beyond the default 30 seconds, you may
need to wait an extended period of time before a remote control session is initiated.





Peer to peer remote control

SysAid also supports peer to peer remote control for a direct remote control connection between
computers.

When initiating a remote control session using peer to peer, the following steps occur:
1. The administrator sends a request to the SysAid Server to initiate a remote control
session with a target computer.
2. The SysAid Server relays the RC request the next time the Agent on the target computer
contacts the SysAid Server. By default, this occurs every 30 seconds*.
3. If there is no user logged in to the target computer, or if a user is logged in but remote
control confirmation is disabled, the remote control session is approved.
4. If a user is logged in to the target computer and remote control confirmation is enabled,
the user receives a popup asking to confirm remote control. If the user confirms, the
remote control session is approved. If the user declines, the remote control request is
terminated.
5. After approval, the target computer initiates a remote control session directly to the
administrator's computer on the chosen port. This requires that the selected port be open
and that the administrator's computer have an IP address accessible to the target
computer.
6. The remote control session opens in the RC Tools viewer that's included in the
Administrator Tools (see Prerequisites for Remote Control, above).
7. Once the remote control session is established, the computers communicate directly with
no additional contact with the SysAid Server.

Because the target computer initiates a remote control session, there is no need to open any
ports on the side of the target computer. However, the target computer must be able to connect
to the administrator's computer. Therefore, if there is a firewall on the administrator's end, you
must open the appropriate port in order to allow communication. Furthermore, if there is a NAT
on the administrator's end and there is no external IP address, you must set up port forwarding
from the port chosen for RC to the administrator's local IP address.

For these reasons, remote control using RCG is simpler and is the preferred solution over peer to
peer remote control.

*IMPORTANT: If you have lengthened the Agent Refresh Interval (the amount of time the agent
waits between each time it contacts the SysAid Server) beyond the default 30 seconds, you may
need to wait an extended period of time before a remote control session is initiated.

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