Using this service, GMB technical support staff are able to see
the problem you are experiencing via a standard internet connection.
This is how it works....
The screen-sharing plug-in lets
both you and the GMB Technical Support Representative communicate via a
chat
window, see your computer screen, share your mouse and keyboard
and draw on your screen using the special whiteboard feature.
System and Network Requirements
For a support representative to view a customer's desktop, the
customer should meet these requirements:
- 28.8Kbps or greater connection, 56K
recommended
- Recommend ability to make direct
outgoing TCP connections, or availability of a SOCKS server or
an HTTP proxy
- Required Pentium-class PC running
Windows 95, 98, 2000, Me, NT 4.0 or XP
For a customer to view a support representative's desktop, the
customer should meet these requirements:
- Requires Windows 95 (WinSock 2
Recommended), 98, 2000, Me, NT 4.0 or XP
- Recommend minimum of Pentium 300 with 64
MB of RAM
- Recommend stable Internet connection
with 56K or better
- Recommend ability to make direct
outgoing TCP connections, or availability of a SOCKS server
Note: In some rare cases, firewalls can cause DesktopStreaming to
fail to generate a outbound connection. For Firewall Configuration
advice please click here.
Inbound ports do not need alteration.
Frequently asked questions
Q: How does this service work?
A: Once you connect to the service, you'll be prompted to
download a small application which will allow one of our support
representatives to help you with your problem by allowing the
support representative to share your mouse and keyboard for quick,
easy service.
At any time during a session, you can retake control of your
computer just by moving your mouse or pausing the session using the
application. In other words, you can have our support representative
solve a problem for you while you watch, or you can have the support
representative tell you what to do step-by-step. You will be in
charge at all times.
Q: Can a support representative look
through files on my computer without my knowledge?
A: Absolutely not. With the screen-sharing feature, your
representative sees only what you see and whatever you decide to
show him/her on your screen. It is a screen sharing facility - you
can see everything we do!
Q: Is it true that my support
representative can see everything on my screen?
A: Yes. But before your support representative views your screen,
he or she will first ask your permission and request that you close
all documents containing private information.
A live support representative can tell you what to do and watch
each step as you do it, or he or she can do it for you (by using
your mouse and keyboard remotely) while you watch and learn. It's
like having your own personal support representative sitting right
next to you.
Q: I have heard that it is dangerous to
download from the Internet. Is the plug-in virus free?
A: Yes, the plug-in is safe! We're as concerned as you are about
this issue, so regular virus checks and updates are conducted. This
helps us maintain our technology at the highest standard to ensure
superior quality service. The warning message you may see on your
screen is a default message that is displayed by your browser when
you download any executable files. You can feel confident using this
plug-in.
Q: What's the architecture of the
service?
A: We use a service called DesktopStreaming
by Citrix Online (formally
Expertcity).
DesktopStreaming's robust architecture has been designed for
maximum reliability, scalability and security.
- Reliable and Scalable – Redundant
switches and routers are built into the Expertcity architecture
to ensure that there is never one single point of failure.
Standby server capacity and backup circuits allow the service to
scale easily with demand.
- Firewall Friendly – DesktopStreaming
uses HTTP connection protocols to transparently enable
screen-sharing sessions through corporate firewalls. In most
cases, both the user and the support representative can connect
to Expertcity's servers without reconfiguring their firewall
settings. This is because it uses outbound traffic only.
- Secure – DesktopStreaming uses
industry-standard security measures to protect the data
exchanged during screen-sharing sessions. Sophisticated
compression, AES (Advanced Encryption Standard) 128-bit
encryption, challenge/response authentication and randomly
generated session keys are employed to give users and support
providers ultimate confidence in the privacy of their sessions
and the integrity of personal data.
To read the technical white paper on DesktopStreaming click
here (PDF document).
Q: Is this a security breech?
A: With DesktopStreaming, the support representative has
unprecedented access to the user's computer to pinpoint and resolve
technical issues more efficiently than ever before. However,
DesktopStreaming leaves the ultimate control in the hands of the
user. The user actively participates in the screen-sharing
process and observes every step that is taken to resolve the
technical issue. At anytime the user can retake control of the mouse
and keyboard or end ScreenSharing altogether.
Operationally, it is no different from having a person on site. The security issues are identical - it is no different to you
allowing our person on site to interrogate your system and diagnose
the cause of problems or install new software; in both cases it
relies on your permission and your supervision.
