What kind of Pc can be remotely controlled?
All windows based Pcs/servers, from W95B® to Windows 2003® server and Windows Vista®.

Can Macintosh be remotely controlled?
A plug in will be developed by the end of 2007.

Can Linux be remotely controlled?
A plug in will be developed by the end of 2007.

Does the operator have to install a software?
Yes, Pure Help Desk ® console, an easy setup to be carried out once on the operator’s Pc.

Is an Internet connection necessary ?
Yes it is. Minimum requirement is 56kbps, although it is difficult to operate efficiently at this speed.
In this case you can use the Fastexe prompts, telling their number to the user and checking the results on the screen.

Can I use Pure Help Desk in local area network (lan)?
Yes you can. The product works well in Ian, but it does not make sense to use it in this case, since there are other products integrated in the operative system and many freeware. It would be useful if you want to use the back office features of our tool, such as ticket, statistics, and video recording of the sessions.

Is Pure Help Desk suite safe?
The safest Pc in the world is not connected to a network.
Once it is connected to a network, it is always vulnerable, despite the encryption level, the quality of the passwords and network safety policies.
Anyway, Pure Help Desk® uses safe connections with authentication and a proprietary protocol.
All the versions of our products record the sensitive information with the relevant securities, in order to prevent unauthorised users from accessing those data.

Incompatibilities

All platform

CXB-0001 Is the client Helpme® screen black?
Yes it is if the user has activated the screensaver or the workstation lock.
Helpme® is a process carried out in the user environment. In case of lock, the desktop is closed and the screen becomes black on the operator console.
The user must unlock the screen in order to reset the interactive control.

CXB-0002 Is the client PurePc® screen black?
It is a problem occurring even with other tools, i.e. VNC, if used with a Windows terminal server. If during the last reboot the “mstsc” command line has been used with the “/console” parameter, the console session ID has been changed from a 0 ID to a greater ID. Therefore PurePc, like VNC, connects to the console screen session 0 that does not exist anymore. You can check if this happens with cmd line qwinsta /server:localhost. In order to reset the normal functioning of the console on ID 0, it is necessary to restart the Pc.
In case it is not possible to restart the machine for production reasons, it is possible to reset the RDP connections using the cmd line “reset session ‘session id’ /server:localhost”.