As you can imagine,
Technisoft has to deal with many, many different types of computer
configurations and many different types of programmes that have an
influence on the way a your system functions.
We cannot possibly be responsible for learning all the ins and outs
of these systems, otherwise we would have no time for keeping our
own programmes up to date with the latest technology.
For example, there are many different network configurations ….some
customers use Server 2000+, other use Windows XP, others use Linux.
Some have simple peer to peer networks, some have a server, some have
wireless networks.
There are also tens, if not hundreds, of firewall and Internet security
programmes that interfere with the running of almost everything else.
We cannot learn all of these programmes.
Sometimes we come across customers where they have installed these
things, have not learnt to use them themselves, have no manual on
the programme, but expect us to be able to set it up so that it doesn’t
interfere with their network, their Internet connection or our programmes.
None of this is anyone’s fault except the spammers, hackers,
distributors of computer viruses and other IT criminals.
Unfortunately this is the world that we live in, so we have to try
to surmount the problem together if we want to use computers to make
our businesses more efficient.
Technisoft’s
primary concern is to give our customers the best programme facilities
at the lowest possible price.
This means that we have to concentrate on two areas: programming,
and customer support for the programmes we supply.
In order to do this, we need our customers (i.e You) to supply the
basic infrastructure necessary for our programmes to run and for us
to be able to support you.
If you do not have a staff member
who is qualified to set up these requirements, then you should seek
the services of an outside person who understands hardware,
networks, internet access and security systems.
This person will then be responsible for giving you support for all
of your problems related to hardware or connections.
This person should be called when you have problems such as:
-
My computer won't start
- My
printer won't print
- My
computer won't connect to the network
- My
computer won't connect to the internet
- My
computer will not connect to Technisoft's remote support
- My
Skype doesn't work
- My
Word / Excel / Outlook (or any other non-Technisoft programme) doesn't
work
Please
Note: Virtually the only
time you should call Technisoft is when you are logged
into Exact / Alchemist or Paymaster and a problem arises:
even then, if the matter is not stopping you from working (i.e. a
very serious problem) you should send a Skype message or an e-mail,
not phone.
The following
outlines our minimum requirements for proper functioning of Technisoft
programmes and for good support:
Operating
System:
Windows XP (SP2), Windows Server or Linux
Internet
Connection:
A Permanent ADSL connection with the following ports open:
Ports 5900 - 5999 and 5800 to 5899
These Ports may have to be opened in numerous places, e.g.
- Network router
- Installed anti-virus or firewall software
- Windows firewall
These Ports may also need to be forwarded on network routers
ip addresses:
You will also need to have a facility that resolves the dynamically
assigned IP addresses to your computer.
Programs that facilitate this are available free of charge on the
internet.
We recommend www.no-ip.com You
should register a domain such as widgets.no-ip.info with them.
Once we know this domain address and the systems are set up we will
be able to connect to your computer in order to provide remote support.
Programs and domain setup can be accessed on http://www.no-ip.com/
The NO-IP DUC utility should be installed as
a service.
Ultra VNC
We need remote access capability, initiated from Technisoft’s
side, to at least one computer, preferably the server, using UltraVNC.
We use UltraVNC only. We do not use other
VNC software.
These programs and information are available free from http://www.uvnc.com/
The UltraVNC server should be installed as a service
and the file transfer mechanism must be enabled.
Network
Access
The Network permissions must be set in such a way that we have access
to all the Technisoft-supplied programmes and the data files used
by these programmes.
Access to Terminals
We need to be able to access all terminals on the network by means
of a "single click" remote control programme that we will
supply to each user.
The primary requirements for this to function are:
- ADSL connection that may be that may be permanent or established
on demand by the terminal's user
- Open ports 5500 - 5599
These Ports
may also have to be opened in numerous places, e.g.
- Network router
- Installed Software firewall/virus checker
- Windows firewall
The Ports
may also need to be forwarded on network routers
We will supply
the Single-click
remote control programme.
Skype (plus speakers and microphone)
In order to facilitate remote demonstration and training
you should have at least one computer (preferably the one with the
biggest monitor) set up with Skype®
Skype® would
mainly be used for training, short and quick trouble shooting and
provides a quick way of leaving a message with us, or for us to leave
a message with you.
- Skype® is
free and easy to install.
With the above facilities in place, we can do most of
the support and even most of the training remotely.
What cannot be done remotely is:
- Fix the connection
If the connection does not work because, for example, someone turns
the Windows firewall on (or it turns itself on because Mr.Gates has
decided it should be like that!), or decides to install a firewall
that they don't understand, it will require attention by a technician.
(If
this means that we have to come to your premises to sort it out, we
will charge for it)
- Change system settings which require a reboot
This is because the connection gets lost if it is initiated by the
customer. If the connection can be initiated from our side it may
work, but re-booting remotely is still a precarious thing to do because
the change may result in a boot configuration that does not allow
reconnection.
-Solve problems on printouts (unless they are very
trivial, in which case you, the customer, should be able to do it
yourself anyway).
The reason for this is that we cannot see what is actually printed
on the paper on your printer.
If
your eyes have glazed over and you haven't a clue about anything above,
then it is time to go to HERE
to get a printer-friendly version of this document and hand it to
someone who does understand and who will be tasked with setting everything
up. (Probably that IT bof who is supposed to be sorting out your network
but who is chatting up your receptionist right now.)
Any queries email me here.
Phil Curtis
To see other newsletters go HERE
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