Connecting to On-LAN computers
This article gives guidance to Rescue technicians.
Connect to a computer on a Local Area Network
Access computers on your Local Area Network and provide support and maintenance without end-user interaction.
Before you begin: The agent's Technician Group must have
Connect On LAN permission.
Restriction: The Connect On LAN feature is not available for Technician Console for Mac.
- On the Session Toolbar, click the Computers icon.
Result: The Computers panel is displayed.
Example: Technical Information for Advanced Users
- Required Windows settings:
- File and Printer sharing must be allowed on the customer's firewall.
- Network access: Sharing and security model for local accounts must be set to Classic - local users authenticate as themselves on the customer's computer ().
- Both the technician and customer computer must use a compatible NTLM authentication method: (for example, set both to Send NTLMv2 response only).
- If the Remote Registry service is enabled on the remote computer, the Technician Console will use that. (Go to , right-click Remote Registry and click Properties. Set Startup type to Automatic or Manual.) If the Remote Registry service is disabled, the Technician Console can also use Windows Management Instrumentation command line utility (WMIC) as a fall-back solution. WMIC is more secure, but slower.
- NetBIOS uses ports 135, 137, 138, 139
- Windows uses NTLM authentication to acquire administrator rights. This authentication uses randomly allocated TCP ports: 1024-65535, or 49152-65535 on Vista and Windows Server 2008. Communication through these ports must be allowed by firewalls.
- Computer Detection modes
- Technician Console version 7.12.3351 or lower
- Previous versions of the Technician Console used the command line tool net.exe to detect computers on a network. The latest versions of Windows disable the SMBv1 protocol, on which the tool is based. To restore the original functionality, the customer needs to re-enable SMBv1 on the remote computers.
- Technician Console version 7.12.3352 or above
- If the Active Directory Lightweight Directory Services Windows feature is enabled on the technician's computer, the Technician Console can read the computer list from Active Directory.
Article last updated: 5 January, 2023
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