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DameWare ServerAdministrator Guide
About DameWareContact InformationTeamContact InformationSales1.866.270.1449General ical SupportSubmit a ticket: mer ServiceSubmit a ervice.aspxUser ForumsThe Thwack CommunityNote: DameWare only provides technical support by email. If you need technicalsupport, please open a ticket using a link provided in the table.End-of-Life PolicyIn order to continue to drive innovation and new functionality into our products,SolarWinds must transition customers from legacy versions of software to our currentversions. Please review the following support schedule:l04/28/2015: End-of-Life (EoL) – will no longer provide technical support for v8.0.1 orolder.l5/06/2014: End-of-Life announcement (EoL) – Customers on DameWare v7.4 orolder should begin transition to DameWare 11.x or DameWare 12.0.l12/12/2012: End-of-Life (EoL) – SolarWinds will no longer provide technical supportfor SolarWinds DameWare v6.9 or older.LegalCopyright 2015 SolarWinds Worldwide, LLC. All rights reserved worldwide.No part of this document may be reproduced by any means nor modified, decompiled,disassembled, published or distributed, in whole or in part, or translated to any electronicmedium or other means without the written consent of SolarWinds. All right, title, andinterest in and to the software and documentation are and shall remain the exclusiveproperty of SolarWinds and its respective licensors.
SOLARWINDS DISCLAIMS ALL WARRANTIES, CONDITIONS OR OTHER TERMS, EXPRESSOR IMPLIED, STATUTORY OR OTHERWISE, ON SOFTWARE AND DOCUMENTATIONFURNISHED HEREUNDER INCLUDING WITHOUT LIMITATION THE WARRANTIES OFDESIGN, MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE, ANDNONINFRINGEMENT. IN NO EVENT SHALL SOLARWINDS, ITS SUPPLIERS, NOR ITSLICENSORS BE LIABLE FOR ANY DAMAGES, WHETHER ARISING IN TORT, CONTRACT ORANY OTHER LEGAL THEORY EVEN IF SOLARWINDS HAS BEEN ADVISED OF THEPOSSIBILITY OF SUCH DAMAGES.The SOLARWINDS, the SOLARWINDS & Design, DAMEWARE, ORION, and otherSolarWinds marks, identified on the SolarWinds website, as updated from SolarWindsfrom time to time and incorporated herein, are registered with the U.S. Patent andTrademark Office and may be registered or pending registration in other countries. Allother SolarWinds trademarks may be common law marks or registered or pendingregistration in the United States or in other countries. All other trademarks or registeredtrademarks contained and/or mentioned herein are used for identification purposes onlyand may be trademarks or registered trademarks of their respective companies.Microsoft , Windows , and SQL Server are registered trademarks of MicrosoftCorporation in the United States and/or other countries.The DameWare third party libraries are covered with more accuracy and detail Software/3rdParty.htmDameWare version 12.0, revised 10/6/2015
Table of ContentsAbout DameWareiContact InformationiEnd-of-Life PolicyiLegaliIntroduction1Installing the Server2Installing the DameWare Server3System Requirements3Port Requirements4Installing DameWare Server6Advanced Installation Options8Licensing and Activation10Installing the DameWare Internet Proxy with Another Web Server15Configuring the DameWare Server16Express Deployment & Configuration16Two Server Deployment & Configuration17Three Server Deployment & Configuration18Express Configuration19Advanced Configuration22Configuring the DameWare Internet Proxy24Installing Centralized Remote Support or Mini Remote ControlSelecting Your Install Type3030
Installing the DameWare Remote Support or Mini Remote Control Applications 31Installing DameWare Remote Support or Mini Remote Control from the Command LineInstalling Mini Remote Control agentsMini Remote Control Client Agent Service Installation MethodsLogging on to the Admin Console32343439Connecting to the Central Server or Mobile Gateway39Default User Accounts41Admin account41User account41Managing Users42Adding Users43Disabling and Enabling Users43Importing Users44Active Directory Environment Requirements44Active Directory Import45AD Manager46CSV Import46Editing Users47Deleting Users47Licensing Mini Remote Control or Remote Support Users47DameWare Central Server Administrator Permissions48Active Directory Synchronization Manager48Managing Remote Host50
Approving, Blocking, and Deleting Remote Hosts50Auto-approving Remote Hosts51Configuring Blocked or Inactive Connection51Configuring Blocked Connection51Configuring Inactive Connection52Managing Sessions53View Session Details54Terminating Sessions54Manually by a user54Manually by an Administrator54Automatically by the server or gateway54Managing the Global Host List55Creating the Global Host List55Importing to the Global Host List56AD Import56File Import57Editing the Global Host List57Managing Internet Sessions58Limitations to Internet Sessions58Internet Session Troubleshooting Guide59Internet Session States61Managing Server Components62Changing the Idle Time for Remote Support and Mini Remote Control Users62Remote Host Port Forwarding62
Changing the Number of Concurrent Internet Sessions63Modifying the Internet Session Base URL64Changing the Number of Concurrent Mobile Client Sessions64Changing the Idle Time for Mobile Clients64Integrating Mini Remote Control with Web Help Desk66What is Web Help Desk Integration?66Integrating with Web Help Desk67WHD Administrator Privileges67Mini Remote Control installed67The Mini Remote Control agent installed67Valid IP address68Starting Mini Remote Control from Web Help Desk68Why do I Need to Connect to Web Help Desk?69Appendix70Matching Component Version Numbers70IPv6 and the DameWare Internet Proxy70Common Error Messages71Internet Session Licenses73Removing the Security Error for Internet Sessions73Mobile Client Compatibility74Internet Sessions for End Users74Internet Session Link74What is an Internet Session75
Joining an Internet Session75
Chapter 1IntroductionDameWare Server provides a powerful, comprehensive remote control solution tosupport end users inside and outside your internal network seamlessly. You can securelyauthenticate to computers, troubleshoot and solve problems, and chat with end users oncomputers running Windows, Mac OSX, or Linux.Key features include:lControlling end users' computers inside and outside your internal networklCentralized licensinglThe ability to create a global host listlA personal host list that technicians can access from any computer running theRemote Support or Mini Remote Control application in Centralized modelThe ability to connect to remote computers using your mobile deviceThe server version of DameWare software is available for centralized versions 11.0 andabove. This mode requires you to install and deploy at least one server component—theDameWare Central Server. License activation occurs on the server level; you do notactivate licenses on each computer with Mini Remote Control or Remote Support installedon it. Mini Remote Control and Remote Support users authenticate to the Central Serverand can logon at any centralized Mini Remote Control or Remote Support installation.Centralized mode is most useful for organizations with a large user base, with large orcentralized IT departments, or with multiple DameWare product licenses that you wish tomanage from a single point.-1-
Chapter 2Installing the ServerDameWare Server includes the following discrete programs that you can install:lDameWare ServerlDameWare Central Server componentlDameWare Internet Proxy componentlDameWare Mobile Gateway componentlDameWare Server Administration ConsolelDameWare Remote Support with Mini Remote Control (Centralized mode)lMini Remote Control client agentYou must request the server and associated executables from your SolarWinds salesrepresentative.Each program must be installed and configured on your network to fully utilize theDameWare Server.Use the following topics to install DameWare Server and related software:Installing DameWare ServerlSystem RequirementslPort RequirementslInstalling the DameWare ServerlAdvanced Installation OptionslLicensing and Activation-2-
Chapter 2Configuring DameWare Server ComponentslConfiguration GuidelExpress ConfigurationlAdvanced ConfigurationlConfiguring the DameWare Internet ProxyInstalling Remote Support and Mini Remote Control in Centralized ModelPorts Used for Mini Remote ControllSelecting Your Install TypelInstalling DameWare Remote Support or Mini Remote ControllInstalling Remote Support or Mini Remote Control from the Command LineInstalling Mini Remote Control Client AgentslMini Remote Control Client Agent Service Installation MethodsInstalling the DameWare ServerSystem RequirementsBefore you install the DameWare Server, review the following system requirements.Hardware/Software RequirementsOSHard drivelWindows VistalWindows Server 2008 (including R2)lWindows 7lWindows Server 2012 (including R2)lWindows 8lWindows 8.1lWindows 101 GB (2 GB or more recommended for database expansion)spaceCPUQuad core, 2.0 GHz or greaterRAM4 GB (8-16 GB recommended).NET4.0FrameworkNote: If .NET is not present on the computer, you may be promptedto restart the computer after the .NET Frameworks are installed.Manually restart the computer, and run the installer again.Network100 Mbps or greater-3-
Installing the ServerDameWare also installs the following components, which are embedded in the installer:lMicrosoft Visual C 2008 SP1 Redistributable x86lMicrosoft Visual C 2010 Redistributable x86 or x64lMicrosoft Visual C 2012 Redistributable x86 or x64lMicrosoft SQL Server Compact 4.0 Service Pack 1 x86 or x64lMSXML 6.0 SP1 x86 or x64l.NET Framework 4.0If you are unable to complete the installation due to missing pre-requisites, downloadand install them separately.Mobile Client requirementsThe DameWare Mobile Client is supported on the following operating systems:liOS 6.x and 7.xlAndroid 4.1-4.4Port RequirementsDameWare listens to the following ports by default:PortDescriptionNumberUsed with Component or ProductChange the Default Portin.Modify theport settingson.443DameWare InternetDameWare InternetProxy HTTPS - UsedProxyto connect computersthrough an InternetSession or download aMini Remote Control orInternet Session agentThe Configuration WizardN/A6129Mini Remote Controlprotocol - DameWareagents listen on thisport for incomingremote desktop connectionsDameWare Mini RemoteControl applicationMobile Clientin Global Settings6130DameWare Mobile Cli- DameWare Mobileent protocol - Gateway Gatewayservice listens on thisport for incomingmobile connectionsAdministration Console orthe Configuration WizardMobile Clienton the gateway loginscreen6132Internet Session datastream between MiniRemote Control andthe DameWare Internet ProxyThe Configuration WizardN/ADameWare MiniRemote ControlDameWare CentralServerDameWare InternetProxy-4-
Chapter 2PortDescriptionNumberUsed with Component or ProductChange the Default Portin.Modify theport settingson.6133DameWare CentralServerDameWare InternetProxyDameWare MobileGatewayThe Configuration WizardRemote Support, MiniRemote Control, andAdministrationconsoles onthe loginscreenCommunicationrequests forDameWare CentralServer componentsOptional ports for specific DameWare features:UDP137Name Services port forFile & Printer Sharing,User and ComputerAuthenticationDameWare RemoteSupportDameWare MiniRemote SupportDameWare CentralServerWindows systems settingsN/A138Datagram Servicesport for File & PrinterSharingDameWare RemoteSupportDameWare MiniRemote SupportWindows systems settingsN/A139Session Services portfor File & Printer Sharing,User and ComputerAuthenticationDameWare RemoteSupportDameWare MiniRemote SupportDameWare CentralServerWindows systemssettingsN/ATCP and Direct Hosting,UDPNetBIOS for File &445Printer Sharing, Userand ComputerAuthenticationDameWare RemoteSupportDameWare MiniRemote SupportDameWare CentralServerWindows systemssettingsN/A5900VNC default portDameWare MiniRemote SupportDameWare CentralServerMRC connection settingsand in VNC configurationserverMRC connection settings and inVNC configurationserver88Kerberos V5 portDameWare CentralServerN/AN/A3389RDP portDameWare MiniRemote SupportDameWare CentralServerMRC connection settingsand in Windows registryMRC connection settings and inWindowsregistry-5-
Installing the ServerPortDescriptionNumberUsed with Component or ProductChange the Default Portin.Modify theport settingson.Dynamic NTLM portDameWare CentralServerN/AN/A16993Accessing Intel AMTsecure(SSL)DameWare MiniRemote SupportMRC connection settingsand in Intel AMT serverMRC connection settings and inIntel AMTserver16992Accessing Intel AMTDameWare MiniRemote SupportMRC connection settingsand in Intel AMT serverMRC connection settings and inIntel AMTserverUDPFor LDAP to handleDameWare Centraland TCP normal queries from cli- Server389ent computers to thedomain controllersN/AN/ATCP and For DNS from client toUDP 53 domain controller anddomain controller todomain controllerDameWare CentralServerN/AN/ATCP 636 Computer Authentication over SLLDameWare CentralServerN/AN/AIf you want to use Internet Session functionality, you must open port 443 in yourorganization's firewall to allow the DameWare Internet Proxy to communicate with usersoutside of your internal network.Installing DameWare ServerThe following procedure guides you through installing DameWare Server. You can chooseto install all necessary software on a single computer (Express Install) or to install someof the software on different computers (Advanced Install)Express InstallInstalls the following:lDameWare Server (DameWare Central Server, DameWare Internet Proxy, andDameWare Mobile Gateway)lDameWare Server Administration ConsolelRemote Support with Mini Remote Control (Centralized mode)-6-
Chapter 2Advanc
DameWare Central Server. License activation occurs on the server level; you do not activate licenses on each computer with Mini Remote Control or Remote Support installed on it. Mini Remote Control and Remote Support users authenticate to the Central Server and can logon at any centralized Mini Remote Control or Remote Support installation. Centralized mode is most useful for organizations .
