FAQ
Frequently Asked Questions
The Basics
What is Netgotiator SaaS?
How do I get started?
Is Netgotiator compatible with Macs or the Linux operating system?
What are the system requirements for Netgotiator SaaS?
Can I use my PDA to remotely access my PC?
How do I uninstall Netgotiator SaaS?
How long does my Netgotiator SaaS trial last?
Your Account
How do I create my Netgotiator SaaS account?
How do I log in?
How do I add a computer to my Account?
What is a Master Account Holder?
What is a Master Administrator?
How do I set up and manage Master Administrators in my account?
What is a Secondary User?
How do I set up and manage Secondary Users in my account?
What is the difference between a Master Administrator and a Secondary User?
My Invitation Email to a Master Administrator or Secondary User did not reach the recipient. What should I do?
How do I edit a Master Administrator's rights?
How do I edit Secondary Users in my account?
How do I change the email address used to log into my account?
How do I change the password used to log into my account?
What is the Guest Invite feature and how do I use it?
What are Profiles?
What is a Default Profile?
How can I change to another Profile?
What is a Netgotiator SaaS subscription?
Do I have to renew a monthly subscription every month?
Who can buy more subscriptions for a Netgotiator SaaS account?
Can I add a Netgotiator Pro computer to my Netgotiator SaaS computers?
Can I move computers between Profiles?
Accessing Your Target PC
What is the Computer Access Code?
How do I create a desktop shortcut to connect to my Target PC?
Why is my PC shown as "Updating"?
Why is my computer in an Offline status?
How can I get my computer out of Offline status?
Can I track Netgotiator SaaS usage in my company?
Using File Share
Can I use File Share to share files on networked drives?
Do I have to connect remotely to my PC to use File Share?
File Manager
Why did my file disappear when I attempted to transfer it between my Target and Local PCs?
How do I synchronize folders between my Target and Local PCs?
What happens if I lose the connection between my Target and Locals PCs while transferring a file?
Netgotiator Functionality
How do I deploy Netgotiator SaaS?
What are Computer Groups?
What is Configuration Management?
Can an end user change the Preferences and Security settings?
What happens if I remove a computer from a Configuration Group?
What is an Alert Group?
How can I be notified when I use Alert Management?
What is the Alert Viewer?
When I use the deploy link, can I define which groups the PCs should belong to?
How do I use the Netgotiator SaaS Dashboard?
Can I customize the Netgotiator Console?
What is the Netgotiator SaaS Journal?
What are the benefits of using the Network Console™ with Netgotiator SaaS?
Can I use Netgotiator features like remote control with Netgotiator SaaS?
How do I navigate Netgotiator SaaS's diagnostic tools?
How do I use the Netgotiator SaaS Computer Management features?
How do I use Computer Settings?
How do I use Scheduling & Alerts?
How do I use Performance Monitoring?
How do I use the Security settings feature?
How do I use the Set Preferences feature?
How can I track my usage of Netgotiator?
Can I customize Netgotiator?
Can I get a volume discount when buying Netgotiator SaaS?
Can I set up Netgotiator SaaS to provide both remote access and remote administration for two different users?
Can I provide Secondary Users with a different User Interface than that of Netgotiator SaaS?
Can I hide the System tray icon from the end user?
Can I automate updates of Netgotiator SaaS on the remote computer?
How can I check if I'm using the latest version of Netgotiator SaaS?
Security
Is Netgotiator SaaS secure?
What is SSL?
Does Netgotiator SaaS work with a firewall?
Are there any issues with ZoneAlarm?
How do I configure Norton Internet Security (NIS) to work with Netgotiator?
How do I configure the Windows XP and Service Pack 2 firewall to work with Netgotiator SaaS?
Can I control who will be able to remotely access my computer(s)?
How do I use Security Codes?
Can I blank the screen of the computer I am remote controlling?
Does Netgotiator support RSA SecurID?
Are there tools to prevent attacks on my computers?
Can I restrict access by IP address?
What are Personal Passwords?
Do I need to make any updates when new versions of Netgotiator SaaS are added?
The Basics
What is Netgotiator SaaS?
Netgotiator SaaS is a mediation service that allows Experts to establish a secure support connection to their Clients (using remote and mobile computers behind networks, firewalls and dynamic IPs) - all without using a VPN or involving the end user.
Functionality includes :
- desktop remote control,
- Screen Sharing (expert shows his/her screen to client)
- file transfer and synchronization as well as
- a complete set of collaboration tools, like chat, voice, camera, laser pen.
The administration features include Computer Management, Computer Settings, Scheduling & Alerts, Performance Monitoring, Security, and Preferences and can all be used in the background while the end user works, or while the system is unattended.
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How do I get started?
Simply create your Netgotiator SaaS Expert Account and sent
the client software to the user (the computer) you want to control or cooperate
remotely.
Click here to Sign Up Now for a Free Trial of Netgotiator.
Windows Installer for Windows NT / 2000
If you have problems installing Netgotiator, you can click these links to install the software directly:
https://dl.Netgotiator.com/Netgotiator.msi
https://dl.Netgotiator.com/Netgotiator.zip
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Is Netgotiator SaaS compatible with Macs or the Linux operating system?
No, Netgotiator SaaS is not a compatible download for a Target PC that uses the Linux or Mac operating system.
However, you can use a local Mac or PC that runs Linux to access a Target PC that runs Windows.
Note: Some Linux machines have incompatible Java installations and you may encounter some problems with remote control and file transfer. To ensure the best experience, you should have the latest version of Java installed on your machine. If you require more help, please contact Netgotiator support.
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What are the system requirements for Netgotiator SaaS?
Target PC (your client's computer, the one that you will access remotely):
- Windows 98, 2000, XP or Server 2003 OS.
- A computer permanently connected to the Internet via a broadband connection (cable modem, ISDN, or DSL).
- If running Microsoft Windows NT/2000/XP/Server 2003, you must be a user with administrative privileges to install the software. You can check your current user name or add new users to your PC by opening the Control Panel on your PC and clicking on User Accounts.
Local Expert PC (the computer you will use to access the Target PC):
- To remotely access a Target PC, all you need is a computer with a broadband connection (cable model, ISDN, or DSL) to the Internet or a web-enabled Pocket PC device.
- Windows XP, 2000, NT4, ME, 98 or any operating system with Java or ActiveX enabled within the browser. (Netgotiator SaaS requires Java or ActiveX to run within your browser.)
- Microsoft Internet Explorer 5.5 or later, Netscape Navigator 7.0 or later, or Mozilla Firefox 1.0 or later.
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Can I use a PDA to remotely access my PC?
Yes. With Netgotiator SaaS you can access your PC from a web-enabled Pocket PC device. The device will need to be running Pocket PC 2000/2002, Microsoft Windows Mobile 2003 for Pocket PC, Microsoft Windows Mobile 2003 Second Edition for Pocket PC or Microsoft Windows Mobile 2005 for Pocket PC.
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How do I uninstall Netgotiator SaaS?
You can uninstall Netgotiator SaaS using the Add/Remove Programs feature from the Windows Control Panel:
- Choose Control Panel from the Start menu.
- Choose Add or Remove Programs.
- Scroll to the Netgotiator icon and click the Remove button.
If you have difficulty uninstalling Netgotiator SaaS, follow these manual instructions (for users of Windows NT/2000/XP/2003):
- If the Netgotiator service is running, right-click on the Netgotiator system tray icon on the bottom right of your screen, and select Disable Netgotiator.
- Use the key combination Ctrl-Alt-Del to open the Task Manager, then click the Processes tab to check if the Netgotiatorsystray.exe files are running. If they are running, select them and click End Process.
- If the Netgotiator client cannot be terminated, click Start, then run, and type services.msc.
- Press enter.
- Find the Netgotiator maintenance service on the list, right-click it, and select Stop.
- Click Start, then Run.... Type regedit and press Enter.
- In the Registry Editor window, open up the HKEY_LOCAL_MACHINE directory tree, and then open the SOFTWARE tree.
- Check to see if Netgotiator exists on this list. If it does, right-click on it and select delete.
- Still in the HKEY_LOCAL_MACHINE tree, open up the SYSTEM folder, then CurrentControlSet, then Services. Look for
supportmeservice, netgservice, and Netgotiator. If they exist, right-click on each of them and select Delete.
- Still in the HKEY_LOCAL_MACHINE tree, open SOFTWARE, then Classes, then Installer, then Products.
- Scroll through the list and click each product to open it sub-directory tree until you find the one that contains Netgotiator.
- Right-click on the key in the tree that contains Netgotiator and select Delete. Close the Registry Editor.
- Click Start, then My Computer, then Local Disk (C:), then Program Files.
- In Program Files, delete the Netgotiator folder.
- Reboot your PC.
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How long does my Netgotiator SaaS trial last?
Your free trial of Netgotiator SaaS will last 15 calendar days.
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Your Account
How do I create my Netgotiator SaaS account?
- Go to http://www.netgotiator.com
- You can choose either the Free Trial or Buy Now option. Follow the on-screen instructions to create your Netgotiator SaaS account.
On successfully submitting your account information, you will be prompted to Add a Computer to your account.
See the FAQ on How do I add a computer to my account? for more details.
Once you have created your account, you become the Master Account Holder. The Master Account Holder has rights to remotely access and administer all computers added to this account, and can invite, delete and set permissions for Master Administrators and Secondary Users.
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How do I log in?
- Go to http://www.netgotiator.com and log in using the email address and password you entered when creating your Netgotiator SaaS account. You will have to enter these details each time you log in to Netgotiator SaaS.
- Choose the Profile you want to use. If you have just one Profile, or you have set a Default Profile, you are not required to choose a Profile.
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How do I add a computer to my account?
Once logged into your account, select Add Computer from the My Computers page.
If you select the option for Local Computer, the software will automatically start downloading onto the
computer at which you are sitting. Follow the steps in the wizard to complete the installation.
If you select the Remote Computer option, you will be able to create and distribute a deployment link
to remote machines. See the FAQ on How do I deploy Netgotiator SaaS?
for more details.
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What is a Master Account Holder?
A Master Account Holder is the individual who created the Netgotiator SaaS account. A Master Account Holder is the only user with access to, and the ability to edit, company data and billing information, and the only user who can purchase additional subscriptions for the account.
By default, a Master Account Holder is also a Master Administrator, with full rights to invite/create new Master Administrators and Secondary Users, deploy Netgotiator SaaS to remote computers, and access/administer remote machines.
A Master Account Holder cannot be deleted from a Netgotiator SaaS account. To transfer Master Account Holder rights to a different user, please contact Netgotiator Customer Support at Support@Netgotiator.com.
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What is a Master Administrator?
Netgotiator SaaS allows multiple administrators, each with unique logins, to be part of one account. This is particularly useful for organizations that have multiple administrators responsible for computer management.
A Master Administrator is a user defined by a Master Account Holder, or other Master Administrator, that is part of a Netgotiator SaaS account. Once a Master Administrator account has been created, s/he has the ability to access, manage and administer all computers in the Netgotiator SaaS account.
A Master Account Holder creates Master Administrators and sets their level of permissions. If enabled by the Master Account Holder, Master Administrators can also create additional Master Administrators, but only with the same (or lower level) rights that have been assigned to them.
If enabled (as defined by the Master Account Holder or other Master Administrator), Master Administrators have the ability to:
- Deploy Netgotiator SaaS to computers
- Invite Master Administrators
- Delete Master Administrators
- Edit Master Administrators
- Invite Secondary Users
- Delete Secondary Users
- Edit Secondary Users
- Create and Manage Alerts
- Adjust Configuration Management Settings
- Create Computer Groups
You can adjust these rights or delete a Master Administrator at any time. Additionally, you can define extra security options that Master Administrators must use when logging into their account. See How do I edit a Master Administrator's rights? for more details.
 Note: If you have been using Secondary User accounts to allow multiple administrators to access computers in your Netgotiator SaaS account, it is recommended that you delete those Secondary Users and re-create them as Master Administrators, enabling you to assign administrative capabilities to those users.
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How do I set up and manage Master Administrators in my account?
If you are a Master Account Holder or Master Administrator with rights to invite other Master Administrators, follow the steps below. Master Administrators are not able to view details of your Netgotiator SaaS account or subscription, or change their status from Master Administrator to Master Account Holder. See What is a Master Administrator? for more details.
To create a Master Administrator account:
- Log in to your account at www.Netgotiator.com with your registered email and password.
- On the My Computers page, click Manage Users and Computers.
- On the Setup page, choose Administrator Management.
- Click Invite a new Administrator.
- Enter the email address the Master Administrator will use to log into www.Netgotiator.com.
- In the Rights area, select and assign the rights the Master Administrator will have.
Master Administrators are required to define their own password when accepting the invitation, and are able to change it later.
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What is a Secondary User?
By creating Secondary User Accounts, you allow third parties to remotely access one or more of the computers in your account. Secondary Users only have access to the machines you specify, and you can disable their access at any time. Secondary Users are not able to view details of your Netgotiator SaaS account or subscription, or change their status from Secondary Users to Master Administrator. (See What is the difference between a Master Administrator and a Secondary User? for more details)
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How do I set up and manage Secondary Users in my account?
To create a Secondary User Account:
- Log in to your account at www.Netgotiator.com with your registered email and password.
- On the My Computers page, click Manage Users and Computers.
- Click Secondary User Management.
- Click Invite a new Secondary User.
- Enter the email address the Secondary User will use to log in to www.Netgotiator.com.
- In the Assign Computers area, select and assign the computers the Secondary User will be allowed to access.
Note: Secondary Users are required to define their own password when accepting the invitation, and can change it at any time.
To enable extra security features, click on the Secondary User's email address once their account has been created.
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What is the difference between a Master Administrator and a Secondary User?
Master Administrators are users who can view and access all computers in the Netgotiator SaaS account. They are created by the Master Account Holder or other Master Administrators in the account. The rights of Master Administrators can be defined on a granular level (see What a Master Administrator can do), and changed as required.
Secondary User Accounts enable you to provide a user with remote access to specific PCs contained in your Netgotiator SaaS account (whereas Master Administrators have access to all PCs contained in your account). The Administrator that creates the Secondary User Account can designate to which PCs a user has access. Secondary Users do not have access to administration capabilities (they cannot manage computer groups or alerts, or deploy Netgotiator, etc.).
Secondary Users Accounts are generally used to provide end users with remote access to their PCs through the same Netgotiator SaaS software installation that you use to administer their computers (eliminating the need for additional software for personal remote access needs). By default, Secondary Users see the Netgotiator SaaS interface, but you can easily switch the default to display a simple, remote-access only user interface. (See How do I set up and manage Secondary Users in my account? for more details.)
Note: If you have been using Secondary User accounts to allow multiple administrators to access computers in your Netgotiator SaaS account, it is recommended that you delete those Secondary Users and re-create them as Master Administrators, which enables you to assign administrative capabilities to those users.
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My Invitation Email to a Master Administrator or Secondary User did not reach the recipient. What should I do?
From the My Computers page, choose Manage Users and Computers. Select Administrator Management or Secondary User Management (depending on the type of invitation you sent).
In the list of Invited Administrators, delete the original invitation by clicking the red "X" next to the recipient's email address, and create a new invitation. (This will automatically cause the link in the original email to expire, eliminating any conflict should the original email arrive at a later point in time).
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How do I edit a Master Administrator's rights?
A Master Administrator's rights may be edited by the Master Account Holder or other Master Administrators with these rights enabled.
From the My Computers page, choose Manage Users and Computers. Choose Administrator Management, and then click the email address of the Administrator whose rights you want to edit. This displays details of the selected Administrator's permissions.
The Email address cannot be changed on this page. If you are trying to change your login credentials, view How do I change the email address used to log into my account?
From this page, you can set or change the permissions of the Master Administrator, as well at set or change Extra Security options, which require the user to enter additional authentication details at the time of login.
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How do I edit Secondary Users in my account?
A Secondary User's details may be edited by the Master Account Holder or a Master Administrator with the applicable rights enabled.
From the My Computers page, choose Manage Users and Computers. Choose Secondary User Management, then click the email address of the Secondary User whose details you want to edit. This displays the details page of the selected Secondary User.
From this page, you can set or change the computers to which the Secondary User has access; set or change Extra Security options that require the user to enter additional authentication details at the time of login; and change the display interface that users see when logging into their account. You can choose to enable the full Netgotiator SaaS interface, or to display a simple remote-access only interface.
The email address and password used to log into the Secondary User account cannot be changed on this page. To change login credentials, view How do I change the email address I use to log into my account?
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How do I change the email address used to log into my account?
On the My Computers page, click Account and Profile. On the Account and Profile page, click Personal Information. On the Personal Information page, click the Change link. Enter the new address in the Email field and click "Submit." This will change the email address used to log into your account.
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How do I change the password used to log into my account?
On the My Computers page, click Account and Profile. On the Account and Profile page, click Change password. Enter the new password and click "Change Password". This will change the password used to log into your account.
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What is the Guest Invite feature and how do I use it?
The Guest Invite feature allows you to invite a third party to remotely view or control your Local PC's desktop. To use the feature, you must be physically present at the Local PC that your guest will access.
To invite a guest to your Local PC's desktop:
- Right-click on the Netgotiator system tray icon and select Guest Invite...
Note: You can also activate this feature by clicking Guest Invite on the navigation bar to the left of your browser window in the Netgotiator interface.
- Follow the Guest Invite Wizard instructions and, when prompted, select how long the invitation to your desktop will be valid.
- Next, enter your guest's email address and an optional text message.
- Click Finish to send your guest an email containing a secure link they can click to access your desktop remotely.
- Once your guest clicks the special link in the email inviting them to your desktop, they will be prompted to select whether to synchronize your computer's clipboard with their own.
- When your guest clicks Continue, you will be prompted by the dialog box on your local computer to grant them access to your desktop. If you do not respond positively within 30 seconds, access will be refused.
- You will next be prompted to select whether to allow your guest view-only or full remote control access to your desktop.
- Note: Once your guest's remote control session on your desktop begins, a dialog box will appear on the desktop. Click Disconnect in the dialog box at any time to end your guest's remote control session.
You can also activate, cancel or clear any or all of the emails you send to guests you have invited to your desktop. Simply right-click on the Netgotiator systray icon, click Guest Invite... and then choose the View pending invitations option.
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What are Profiles?
Profiles offer greater flexibility for segregating the computers to which you have access. You are now able to access computers that are part of two or more accounts through a single log in. A Netgotiator user (as defined by the email address), can have multiple Profiles, and switch between them once logged in. If authorized, you can also move computers from one Profile to another.
If you use the same email address to access Netgotiator computers that are part of two or more separate accounts, then you automatically have multiple Profiles.
For example, you administer computers at XYZ Company that are part of a Netgotiator SaaS account, but have also been invited as a Secondary User by your brother to access his Netgotiator computer).
When you log into your account, Netgotiator will recognize that you have multiple profiles, and will ask you to choose which Profile you would like to use.
You can select a Profile as a default, and you can also switch to any other Profile(s) at any time while logged into your account.
See also How can I change to another Profile?
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What is a Default Profile?
If your account has more than one Profile, you can a Profile as a default and bypass the need to choose a Profile each time you log in. See also How can I change to another Profile?
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How can I change to another Profile?
From the My Computers page, choose Switch Profiles. This displays a list of Profiles associated with your email address, and you can choose the appropriate Profile from the list.
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What is a Netgotiator SaaS subscription?
An agreement to receive and pay for access to and use of the Netgotiator SaaS service on a monthly or yearly basis.
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Do I have to renew a monthly subscription every month?
No. Your monthly subscription will be automatically renewed on the monthly renewal date.
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Who can buy more subscriptions for a Netgotiator SaaS account?
You must be a Master Account Holder, and logged into your account, to purchase additional Netgotiator SaaS subscriptions.
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Can I add a Netgotiator Pro computer to my Netgotiator SaaS computers?
If you have multiple Profiles (for more details, see What is a Profile?), you can move a Netgotiator Pro computer to your Netgotiator SaaS account, although certain conditions apply. You must have deployment rights in both accounts, and you will need to convert the Netgotiator Pro account to a Netgotiator SaaS subscription. (For more details, see Can I move computers between Profiles?)
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Can I move computers between Profiles?
In some instances, you can move Free, Pro, and Netgotiator subscriptions between Profiles, although certain conditions apply:
- You must have deployment rights (the ability to add a computer to the account either locally or remotely) for both Profiles.
- To move a Netgotiator Pro subscription to a Netgotiator SaaS Profile, you must convert it to a Netgotiator SaaS subscription (trial or paid).
- You can move a Netgotiator Free computer to a Netgotiator SaaS Profile. You can choose to either retain it as a Free computer or assign an available Netgotiator SaaS subscription to it.
- You can also move Netgotiator SaaS computers between Netgotiator SaaS Profiles.
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Accessing Your Target PC
What is the Computer Access Code?
For security, Netgotiator SaaS will always prompt for a password before allowing access to a computer.
If the Windows account used during installation does not have a password, or has auto-login switched on,
then a Computer Access Code will be used.
For users who were prompted to create a Netgotiator Computer Access Code during installation, you need to enter this password in order to connect to your Target PC. (If you did not create a code during installation, enter your Windows username and password.)
Not sure about where to enter your Computer Access Code? Follow these instructions:
- To connect remotely to your Target PC, go to www.Netgotiator.com.
- Log in using your registered email address and password.
- Choose the Administrator Profile you want to use. If you have just one role, or you selected a Default Profile, you will not see this option.
- On the My Computers page, click the computer you want to control remotely.
- The Netgotiator remote session login box will appear. Enter your Computer Access Code here. If you do not know the Computer Access Code, then you may click the More button and enter a Windows username and password.
- You are now connected to your Target PC and the Netgotiator SaaS interface will be available.
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How do I create a desktop shortcut to connect to my Target PC?
- Go to www.Netgotiator.com and log in using your registered email and password.
- On the My Computers page, click Computer settings for the Target PC you wish to access using a desktop
shortcut. Click Create a Desktop Shortcut and follow the instructions.
- A desktop icon for your Target PC will appear. Click and drag the icon to your desktop.
- To connect to your Target PC, click on the desktop icon and log in to your Target PC.
Note: Do not place a desktop shortcut onto the desktop of a public or shared computer. Desktop shortcut links can be passed to other people (secondary users, for example) to reach a particular computer, although they will still need the Windows username and password to gain access.
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Why is my PC shown as "Updating"?
When you change your Netgotiator subscription (for example, when upgrading from a trial subscription to a paid one), this change is automatically communicated to your computer(s). This process may take a few minutes to complete, during which time a red hourglass icon will appear and you will not have remote access to your computer(s). If a red hourglass is shown on the My Computers page, the page will automatically refresh every 90 seconds to check if the update has been completed. When the red hourglass icon is no longer visible, you can resume remote access to your computer(s).
The computer might be shown as "Updating" for a longer time if the computer was not online since you changed your Netgotiator subscription.
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Why is my Computer in an Offline status?
This can happen for several reasons. There may be no Internet connection or the PC is switched off. Netgotiator may have been disabled on the host computer or Netgotiator may be enabled, but offline. This last scenario can happen when a local software firewall such as Norton Internet Security blocks Netgotiator, or if the Internet connection needs a proxy, and it is not properly configured for Netgotiator. For more information, please visit the "Setting Up Your Target PC" section of the Online Manual.
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How can I get my computer out of Offline status?
Netgotiator will initially try to reconnect every 1-5 minutes. After 20 failures, the time between connection attempts will change to between 5 and 15 minutes. This can be accelerated by turning off and enabling Netgotiator on the local computer from the system tray icon. Right-click the Netgotiator system tray icon in the lower-right corner of the screen and choose Disable/Enable Netgotiator from the menu.
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Can I track Netgotiator SaaS usage in my company?
A Master Account Holder or Master Administrator can refer to the User Access Report to track usage of Netgotiator SaaS (for those computers in the account).
From the My Computers page, choose Reports, and then User Access Report.
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Using File Share
Can I use File Share to share files on networked drives?
No. At present you cannot use File Share to share files on mapped networked drives. You must first move the file to your local computer.
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Do I have to connect remotely to my PC to use File Share?
File Share is a feature of the Netgotiator SaaS software you install on your Target PC. You can use the feature while sitting in front of your computer or during a remote session.
- To use File Share while actually sitting in front of your Target PC, right-click on the Netgotiator system tray icon and select Open Netgotiator.
- On the Main Menu, click File Share and follow the on-screen instructions.
To use File Share during a remote session, simply click the File Share icon on the Main Menu.
Remember: Your recipients can access the files you share using File Share only if your Target PC is switched on, connected to the Internet, and has the Netgotiator software enabled.
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File Manager
Why did my file disappear when I attempted to transfer it between my Target and Local PCs?
You may have inadvertently selected the option to move the file. On the Menu bar at the top of the File Manager window, click the Transfer drop-down menu, followed by Copy.
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How do I synchronize folders between my Target and Local PCs?
On the Menu bar at the top of the File Manager window, click the Transfer drop-down menu, followed by Synchronize Current Folders
or click the  icon. This will update the folders on both the Target and Local PCs so that their contents are the same.
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What happens if I lose the connection between my Target and Locals PCs while transferring a file?
The File Manager function in Netgotiator SaaS is able to resume the transfer of partially transferred files, thus saving a great deal of the time.
- Once you are reconnected, simply select the files to transfer again. Netgotiator SaaS will detect that the file has already been partially transferred and will ask you if you would like to overwrite the file, resume or cancel.
- Selecting Resume will continue transferring the file from the point at which the original connection was interrupted.
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Netgotiator Functionality
How do I deploy Netgotiator SaaS?
You can deploy Netgotiator SaaS to remote computers by sending a link to users of computers you want to administer. Users click the link to download a version of Netgotiator that you specify. Their computers will be added to your Netgotiator SaaS account, enabling you to access and support their computers remotely. By clicking the link, end users will not be creating their own Netgotiator accounts and they will not be able to remotely access any of your computers. (If you want users to be able to access computers in your account, you can create a Master Administrator or Secondary User Account for them)
To deploy Netgotiator, click Deploy Netgotiator from the My Computers page:
- On the Deploy Netgotiator page, specify the version of Netgotiator to deploy. You will also be prompted to enter a description, the maximum number of installations and the date.
- The generated link will be appear on the Send Netgotiator Installation Links page.
- Choose one of the options to send the link to the end users of the remote computers.
- When your recipients click the link, they will be prompted to install the software with the Welcome to Netgotiator Installer dialog box.
- After the installation is complete, the newly-added computer will appear on your My Computers page. You will then be able to access it remotely.
Note: For deployment to unattended machines, you can also use the Network Console or Netgotiator Scout.
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What are Computer Groups?
Computer Groups provide a way to manage Netgotiator SaaS computers in your account on your My Computers page. Multiple Groups can be set up and can contain any number of computers. On the My Computers page, the Groups can be opened to display all of the computers or closed to hide the computer names. Next to each Computer Group name you will see a summary of how many computers the group contains and how many of the computers are online. Note that Netgotiator Free computers cannot be placed into Computer Groups. If your account contains such computers, they will automatically appear in a single group called 'Free.' Additionally, a computer cannot be in more than one group at the same time.
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What is Configuration Management?
Configuration Management allows you to set up and deploy your Netgotiator Preferences and Security settings for groups of Netgotiator SaaS computers. Multiple 'Configuration Groups' can be set up and each one can contain any number of computers. For example, you may want to have different Netgotiator SaaS settings for servers and workstations that you support. Once you have defined the computers to include in a Configuration Group, select the settings for the different Netgotiator SaaS Preferences and Security options. Once this is completed, select the 'Finish' button and the settings will be deployed to all of the computers in the group. If any of the computers are not online at that time, the settings are stored and deployed to the computer the next time it goes back online. Note that Netgotiator Free computers cannot be placed into a Configuration Group. Additionally, a computer cannot be in more than one group at the same time.
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Can an end user change the Preferences and Security settings?
If a computer has been added to a Configuration Group, it is not possible for the end user of that computer to change the Preferences and Settings that have been deployed on the computer. They can only be changed through the Configuration Management option on the My Computers page by a Master Administrator with the necessary rights to do so.
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What happens if I remove a computer from a Configuration Group?
If you remove a computer from a Configuration Group, the Netgotiator configuration remains the same. It does not revert to any default settings. Netgotiator Settings can be modified again on the local host using the Netgotiator SaaS Dashboard.
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What is an Alert Group?
Alert Management allows you to set up and deploy a selection of Alerts to groups of Netgotiator SaaS computers. Multiple 'Alert Groups' can be established, and each one can contain any number of computers. For example, you may want to have a different selection of Alerts for servers and workstations that you support. Once you have defined the computers to include in an Alert Group, select and configure the Alerts that you wish to apply. Use the simple wizard to walk through the creation of Alerts. Once you have created all the desired Alerts, click the 'Finish' button and the Alerts will be deployed to all of the computers in the Alert Group. If any of the computers in the group are not online at that time, the Alerts are stored and deployed to the computer(s) the next time it goes back online. The Alerts will run in the background on the computer even if it is offline, and alerts that are triggered will be stored on the remote computer until it goes back online. Note that Netgotiator Free computers cannot be placed into Alert Groups. Additionally, a computer cannot be in more than one group at the same time.
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How can I be notified when I use Alert Management?
All triggered Alerts will update your Alert Viewer page that can be accessed from the My Computers page by licking the Alert Viewer link at the top of the right menu box. In addition, it is possible to set up an email address for each Alert so that an email message is sent when the specified Alert is triggered.
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What is the Alert Viewer?
This page provides a full list of all Alerts that have been triggered. Here you can track Alerts that have come in from various computers. Details of which computer, Alert, and the time of both when the Alert was triggered and received can be viewed. It is also possible to initiate a connection to the computer directly from the Alert Viewer page in order to resolve any issues associated with the Alert. Alerts can have either unacknowledged or acknowledged status. Once an Alert has been followed up, it should be flagged as 'acknowledged.'
For certain alerts: CPU, Memory, Free Disk Space, Folder Size and File Size; Netgotiator SaaS will track if the alert criteria are still valid or not and if the computer has 'Returned' (RTN) to a normal status. When this is the case, the Alert will be flagged with a tick on the Alert Viewer page. When configuring Alerts, it is also possible to specify that an email be sent when the Alert criteria are no longer valid.
This feature can be useful to inform users of the product that a situation has been proactively addressed by one of their colleagues or that the computer may have corrected itself.
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When I use the deploy link, can I define which groups the PCs should belong to?
Yes. When creating deployment links it is possible to specify to which Computer Group, Configuration Management Group and Alert Group a new Netgotiator SaaS computer should belong. When Netgotiator SaaS is subsequently installed on the computer, it will then automatically be added to the appropriate Group and pick up the necessary information and settings from that Group.
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How do I use the Netgotiator SaaS Dashboard?
The Dashboard offers you a snapshot view of a computer's activity. Each area of the Dashboard displays a summary of activity that you can view in further detail by hovering your cursor over individual records, clicking on individual records or by clicking on the area heading. The headings include System Information, Network Traffic, Events, Disk Drives, Processes and Scheduled Tasks. From here, you can drill down into features which are also accessible from the main menu on the left of the screen.
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Can I customize the Netgotiator Console?
Yes. It is possible to both maximize or minimize the different panes and also reposition them on the screen just by dragging and dropping them.
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What is the Netgotiator SaaS Journal?
The Netgotiator SaaS Journal can be found on the Dashboard. It will automatically track and record user log-ins and log-offs and allow the user to enter notes in relation to the computer. For example, the reasons for access, or tasks that should be scheduled or completed can be recorded.
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What are the benefits of using the Network Console&trade with Netgotiator SaaS?
The Network Console is a companion tool for Netgotiator SaaS, and provides you with centralized control and management of multiple Netgotiator computers from a single, simplified interface. It includes one-click access to remote machines, host monitoring, multi-session handling and the ability to group and organize computers to your preferences (e.g. by department or by type of computer) It is particularly useful if you manage a large number of computers.
To open Netgotiator SaaS from the Network Console, follow these steps:
- Click the Netgotiator Hosts menu item on the Console's Predefined Hosts list.
- Click on the email address for your Netgotiator SaaS account.
- If you have multiple Profiles, select the Profile you want to use.
- Click the computer you want to access/manage.
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Can I use Netgotiator features like remote control with Netgotiator SaaS?
Yes. All the features of Netgotiator's remote access software are also available in Netgotiator SaaS. Netgotiator includes additional functionality, such as a diagnostic toolkit, automation tools and remote deployment that deliver high levels of IT availability and performance.
To conduct a remote control session from Netgotiator:
- Go to www.Netgotiator.com or www.Netgotiator.com and log in to your account with your registered email address and password.
- If you have multiple Profiles and have not set a Default Profile, select the Profile you would like to use.
- On the My Computers page, click on the computer with Netgotiator SaaS installed.
- When prompted, enter the Target PC's Windows username and password (this is the same username and password you enter when you are actually sitting in front of the Target PC).
Alternatively, if you do not normally use a Windows username and password, you will need to enter the Computer Access Code you created when you installed Netgotiator on the Target PC.
- You are now connected to your Target PC and can access all your files, applications and email, just as if you were sitting at your PC. Simply click Remote Control from the left-hand menu tree, or any of the other Netgotiator SaaS administrative features on the left side of your browser window.
Note: You will not be able to remotely access your Target PC if its status is Offline. The Target PC must be switched on, connected to the Internet and have the Netgotiator software running.
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How do I navigate Netgotiator SaaS's diagnostic tools?
Once logged into your target PC via your Netgotiator SaaS account, simply click any of the menu items at the
left side of your browser window. For instructions about specific Netgotiator features, please read the relevant
sections of the Online Manual or continue reading below.
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How do I use the Netgotiator Computer Management features?
The Computer Management features allow you to perform remote support functions in the background without disturbing the end user while they work:
- User Manager - Add new users or edit existing user profiles.
- Event Viewer - Drill down into the event viewer and analyze event information.
- Services - Monitor all services with analysis of dependencies.
- Processes - Drill down into processes and review all associated threads, DLLs, Open Files and Registry Keys.
- Drivers - Monitor all drivers with analysis of their dependencies.
- Registry Editor - Gain direct access to the registry editor.
- Command Prompt - Get direct access to the command prompt of the remote computer.
- Reboot - Perform different types of machine reboots on the remote computer.
- Monitor Host Screen - Shows the host screen of the remote computer.
For specific instructions on the use of each of these features, please visit the relevant section of the online manual.
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How do I use Computer Settings?
Netgotiator SaaS's Computer Settings feature allows you to manage environment variables, virtual memory,
time settings, automatic logon settings, shared resources, and automatic priorities on your Target PC.
For specific instructions on the use of each of these features, please visit the relevant section of the
Online Manual.
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How do I use Scheduling & Alerts?
Netgotiator SaaS's Scheduling & Alerts feature allows you to proactively manage and monitor remote computers. Using the System Monitoring feature, you can use and customize existing scripts - or create your own - to monitor and report back on the status and health of a computer to prevent problems before they impact the user or the business.
Email alerts, triggered by events from the Event Viewer using the email alert functionality, can be set up on the remote computer. You can also schedule tasks on the remote computer through the Task Scheduler without disturbing the end user experience, and run real-time scripts on the target computer using the Scripting function.
For specific instructions on the use of each of these features, please visit the relevant section of the
Online Manual.
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How do I use Performance Monitoring?
Netgotiator SaaS's Performance Monitoring feature allows you to manage and check the health of a computer.
View information including the CPU load, memory load, disk drive space and partition information, open TCP and IP ports, network, PCI information, open files, registry keys in use, LMI connections and installed applications on your Target PC. Drill down into processes linked to CPU load and open ports.
For specific instructions on the use of each of these features, please visit the relevant section of the
Online Manual.
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How do I use the Security settings feature?
Netgotiator SaaS's Security Settings feature permits you to manage Access Control, RSA SecurID authentication, IP address lockout, IP filtering, Netgotiator logs, SSL setup, the Windows password and the Personal password extra security feature. You can also view a listing of your most recent remote access sessions.
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How do I use the Set Preferences feature?
Netgotiator can be customized for each target computer using the Preferences feature. The options available include appearance, network, colors, log settings, ODBC messages, subscriptions, network maintenance and advanced options; such as customizing the Netgotiator SaaS login screen, preventing the Remote Control Notification Window from being closed and the ability to disable HTTP content compression.
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How can I track my usage of Netgotiator?
Access reports are available to show when different computers in your account were accessed. On the My Computers page, select the link for My Account, and then for View Access History. The initial screen will display the most recent web site logins and also the most recent remote sessions. If you would like to view and download activity related to a specific time period, you may specify a date range and click Download Report (Excel (.xls) spreadsheet format).
This feature allows users to track their individual access history. If you would like to track usage history for all computers in a Netgotiator SaaS account, Master Administrators can choose Reports from the My Computers page.
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Can I customize Netgotiator?
Yes. It is possible to customize Netgotiator SaaS in a variety of ways. Your own logo and welcome message can be displayed when logging into a computer. This can be set up in the Preferences, under Advanced Options. You can also customize the message that is displayed to end users when you take control of their computer. Under Preferences, Remote Control, enter the message that you would like end users of the Target computer to see.
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Can I get a volume discount when buying Netgotiator SaaS?
Yes. We offer volume discounts that kick in as early as the second license that you purchase. Pricing and online purchasing are available through the Netgotiator SaaS web site. For purchases of more than 25 seats, please contact our sales department at sales@Netgotiator.com.
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Can I set up Netgotiator SaaS to provide both remote access and remote administration for two different users?
Yes. Netgotiator SaaS offers both remote access and remote administration capabilities from the same software installation.
Users in a Netgotiator SaaS account who are designated as Master Administrators have access to all computers in the account, as well as to the administration features. Master Administrator Accounts are ideal for organizations that have multiple administrators responsible for computer management.
Users in a Netgotiator SaaS account who are designated as Secondary Users have access to one or more designated computers in the account, and do not have access to the administration features. Secondary User Accounts are ideal for providing the end users you support with personal remote access to their PCs. You can choose to turn off the Netgotiator SaaS interface for Secondary Users, and instead to display a simple, remote access only interface.
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Can I provide Secondary Users with a different user interface than that of Netgotiator SaaS?
Yes. From the My Computers page, choose Secondary User Management from the Manage Users and Computers menu and click the email address of the Secondary User you want to provide with a different user interface to open the Secondary User Details page. Tick the box next to Disable advanced interface on these PCs (Netgotiator SaaS only). Users with this setting will see a more simplified remote access interface when logging into their account.
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Can I hide the System tray icon from the end user?
Yes. You can hide the System tray icon from the end user by disabling it in Preferences under the Appearance/Systray Settings.
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Can I automate updates of Netgotiator SaaS on the remote computer?
Yes, you can automate the process of downloading and applying Netgotiator SaaS software updates. In the Preferences section under Network/General Settings, there are two options called: Automatically check for the latest version on the Web and Automatically apply the latest updates when Netgotiator is idle. Select these options to streamline the updating process on the remote computer.
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How can I check I'm using the latest version of Netgotiator SaaS?
Right-click on the System tray icon on the remote computer, choose Tools, and then Check for Updates. This will check to see if any updates are available for download, and provide you with the option to download the update.
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Security
Is Netgotiator SaaS secure?
Yes. To prevent unauthorized access, Netgotiator requires you to enter separate passwords to access both your Netgotiator SaaS account and your Target PC's Windows login. Netgotiator uses 128- to 256-bit encryption to protect your passwords and data. It also includes such active defense features as IP filtering and lockout.
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What is SSL?
SSL, or Secure Sockets Layer, is a protocol used to encrypt data transmitted over the Internet.
The SSL protocol is used by web sites that request confidential data, such as credit card numbers or other private information.
Web sites that use the SSL protocol have URLs that begin with https: rather than the standard http:.
Netgotiator uses SSL to protect the data you transmit when accessing your computers remotely,
as indicated by the padlock icon  that appears when you visit the Netgotiator web site.
Read more about security.
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Does Netgotiator SaaS work with a firewall?
Yes. Netgotiator is compatible with all known firewalls and broadband routers. It is simple to use and requires no configuration. When you install Netgotiator, some personal firewalls will display a message asking for permission for the Netgotiator.exe and Netgotiatorsystray.exe program files to communicate over the Internet. This is a secure part of Netgotiator and permission must be granted in order for the service to work.
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Are there any issues with ZoneAlarm?
Netgotiator is compatible with ZoneAlarm's personal firewall. However, ZoneAlarm does require some configuration. During Netgotiator install, ZoneAlarm will ask whether to allow Netgotiator.exe and NetgotiatorSystray.exe to access the network. You must click ALLOW, and check the "Remember this setting" box.
If you use ZoneAlarm in Expert mode, you must continue with the steps below for Netgotiator.exe and Netgotiatorsystray.exe.
- Click Program Control in ZoneAlarm Control Center.
- Find Netgotiator.exe and Netgotiatorsystray.exe and make sure both the Access and the Server boxes are checked ( if not, click on the question marks and select Allow).
- Make sure both the Access and the Server boxes are checked.
- Exit ZoneAlarm control center.
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How do I configure Norton Internet Security (NIS) to work with Netgotiator?
- Open NIS from the systray bar and double click on the Firewall.
- Go to the Programs tab, click Add, and browse for the Netgotiator.exe and Netgotiatorsystray.exe files (usually found at C:\Program Files\Netgotiator).
- Double-click the file, then select Permit from the pulldown. The category screen
should reflect the current firewall settings in use on the machine.
- Click on the Networking tab and add 127.0.0.1 to the trusted sites.
Some recent versions of Norton Internet Security may prevent Netgotiator from working if no user is logged into Windows on the Target PC. To prevent this, do the following:
- On the Target PC, open NIS from the systray bar and click on Open Norton Internet Security.
- Click Personal Firewall, followed by Configure, Advanced, and General.
- Search for "Block access to secure sites" in the list and click on it once.
- Select Modify, followed by Permit, then OK.
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How do I configure the Windows XP and Service Pack 2 firewall to work with Netgotiator?
- Click Start on your Target PC's systray bar and select Control Panel.
- Click Network and Internet Connections, then Network Connections.
- Click the icon for Local Area Connection.
- In the Local Area Connection Status dialog box that appears, click Properties.
- Click Advanced, then Settings.
- Click on the Exceptions tab, then Add Program.
- Browse to find the Netgotiator.exe file in the Add a Program dialog box
(it's usually located in c:\program files\Netgotiator\Netgotiator.exe).
- Click OK.
- Click to check the box for Netgotiator in the Windows Firewall dialog box.
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Can I control who will be able to remotely access my computer(s)?
Netgotiator SaaS enables authorized Master Account Holders, Master Administrators or Secondary Users to access remote computers from anywhere, but features a layered security system to prevent unauthorized access. Netgotiator requires you to enter separate passwords to access both your Netgotiator account and your Target PC's Windows login.
Netgotiator also uses 128- to 256-bit encryption to protect your passwords and data, and includes such active defense features as IP filtering and lockout.
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How do I use security codes?
You can choose to be prompted to enter a one-time security code each time you log in to the Netgotiator web site to access your Target PC. Each code can only be used once. This option will help to prevent unauthorized remote access to your PC should someone discover a used security code or your Netgotiator password.
To enable the use of security codes, do the following:
- Go to www.Netgotiator.com and log in with your registered email and password.
- If prompted, select the Profile you want to use.
- On the My Computers page, click Account and Profile, followed by Extra Security.
- Click to enable email or printed one-time security codes.
Note: When managing Master Administrators or Secondary Users, you can require them to use Extra Security codes.
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Can I blank the screen of the computer I am remote controlling?
Yes. You can also disable the mouse and the keyboard of the remote computer. In Preferences, under the Remote Control option, in the Security section there are two options: Disable host keyboard and mouse and Blank the host's monitor. Select the tick box to enable these options.
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Does Netgotiator support RSA SecurID?
Yes. Netgotiator supports RSA SecurID. Under the Security settings, RSA SecurID can be enabled and configured. This menu item appears only if RSA SecurID client is installed on that computer.
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Are there tools to prevent attacks on my computers?
Netgotiator SaaS provides both Denial of Service and Authentication Attack filters. Both are found under the Security menu in IP Address Lockout. They can be configured to specify: the number of invalid attempts before lockout occurs; how long the IP address should be locked out for; and after what time period the invalid attempts counter should be reset.
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Can I restrict access by IP address?
Yes. Netgotiator SaaS allows the Master Account Holder and Master Administrator to set up multiple scenarios for allowing or disallowing ranges of IP addresses. See IP Filtering under the Security menu of the Netgotiator SaaS interface.
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What are Personal Passwords?
Netgotiator provides multiple levels of security for the account holder - one of which is Personal Passwords. If a personal password is enabled on the target computer, then after successfully logging in with your Windows username and password, you will be prompted to enter specific characters from your Personal Password. You will only be prompted to provide a few characters from your Personal Password, and never the whole string. Also, Personal Password authentication is only performed when you are accessing this computer via the service, and never when you're physically in front of your computer. Your Personal Password is securely stored on the computer and cannot be retrieved by Netgotiator support staff.
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Do I need to make any updates when new versions of Netgotiator SaaS are added?
No. You are not required to update your Netgotiator SaaS software, but it is highly recommended that you do so in order to take advantage of the latest feature enhancements. To check for updates, right-click the Netgotiator sys tray icon, and choose Tools-Check for Updates from the menu.
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