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  1. how about payment plan life time veresion (please)

    you have the best remote software I love it. good work god bless

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    1 comment  ·  Flag idea as inappropriate…  ·  Admin →
  2. Remotely wiping a PC ?

    Quite often I get asked to wipe all data from a PC prior to disposal or re-use. Does anyone have a way that works through Instant Housecall ? I want to initiate a reboot and complete secure wipe of all drives without too much input from the customer.

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    0 comments  ·  Flag idea as inappropriate…  ·  Admin →

    Thanks for reaching out. You can do that in the traditional way: by deleting the files by hand, then rebooting the machine. If you’re using repair automation, there are options to securely delete, or run CCleaner which also offers wiping abilities with complex overwrite. There are other tools, some of which you can find here that also do complex overwrites: http://www.howtogeek.com/72130/learn-how-to-securely-delete-files-in-windows/

    Of course, you won’t be able to delete the operating system that Instant Housecall runs on, or Instant Housecall itself but pretty much everything else should be fair game. After you reboot the computer, you’ll be able to instruct your customer how to complete the deletion of Instant Housecall and the OS itself.

  3. Configuring and testing the Remote D7 tools

    It would be very useful to have some way of configuring and testing the Remote D7 tools on my own PC without the loopback display issues.

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    2 comments  ·  Flag idea as inappropriate…  ·  Admin →
  4. Windows 10 issues

    trouble connecting instant housecall from windows 10 preview 9926 with windows 8.1? Any ideas

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    0 comments  ·  Flag idea as inappropriate…  ·  Admin →

    There are a few known issues with the modern app on Windows 10 Preview. In a pinch, you can use the desktop app, which does not appear to be affected by these bugs.

    They modern app issues seem to vary from machine to machine.

    In testing, these issues seem to resolve themselves in time.

    While I can’t confirm that this is the case (it’s speculation), it appears as though the operating system is dynamically downloading bits that it needs to fix compatibility issues behind-the-scenes.

    Since Windows 10 is currently in early Preview stages, we can’t offer direct support for it, but appreciate any feedback or thoughts that you can offer on the modern app.

  5. Multiple screens

    I tend to have issues when using Instant Housecall and the client has multiple screens. Is there a way to have it work more like Team Viewer and begin the session on the main display, and from there I can either switch displays, see both at the same time, etc. Typically with multiple displays, the session presents a lot of lag, I'll click and while the customer says the window is up, I'm still waiting for the refresh to occur. Even after I've clicked refresh, I still have to wait. Once the customer unplugs the second display, the session goes…

    1 vote
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    6 comments  ·  Flag idea as inappropriate…  ·  Admin →

    Thanks for reaching out and for the suggestion!

    I suspect the issue you’re running into is this:
    http://instanthousecall.uservoice.com/knowledgebase/articles/315995-some-dual-monitor-pcs-require-manual-refresh

    It is a known issue.

    In cases where your Customer has multiple monitors and the monitors are not in sequential order, there is a known issue that causes screen update lag. The KB article above provides a bit more detail. The workaround, as you’ve discovered, is to either disable the secondary monitor or alternatively, to put them into sequential order.

    You can review all known issues at instanthousecall.uservoice.com.

    If that’s not the issue you’re experiencing with multiple monitors, please update this issue to let us know.

  6. Screen scaling on Win 8 app

    When connecting to remote machines the app doesn't scale the remote screen resulting in scroll bars having to be used.

    Scale the remote desktop and make it easier to work on.

    3 votes
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    0 comments  ·  Flag idea as inappropriate…  ·  Admin →

    You can scale the screen in the Windows Store app in two ways:

    In Pan Mode (icon = hand):
    1) Using mouse, Ctrl+MouseWheel
    2) Using touch, pinch-to-zoom

    In Grab mode (icon = target), these gestures will be sent to the remote PC instead of acting as a local zoom.

    To toggle between Pan and Grab, click the Target/Hand icon on the bottom left of the bezel.

    More details on Pan and Grab mode are available from the Help on the Home Screen of the app.

    In the desktop (Win32) app, you can change the screen scaling by choosing a different zoom level in Tools → Settings.

  7. Scroll wheel in Windows Store app

    The mouse scroll wheel doesn't get sent to remote.

    2 votes
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    0 comments  ·  Flag idea as inappropriate…  ·  Admin →

    In the modern app, there are two mouse modes: pan and grab.

    In pan mode, the scroll wheel lets you pan around the screen with the mouse.

    In grab mode, the scroll wheel is sent to the remote PC.

    To change between grab and pan, click the hand/target icon on the bezel. The hand represents pan and the target represents grab. More details are available in the user guide available from the Home Screen of the modern app.

  8. Available Technicians

    Display available technicians from a website.

    1 vote
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    0 comments  ·  Flag idea as inappropriate…  ·  Admin →
  9. Remote printing

    Feature request: if customer prints during a session it prints on the specialist's pc.

    2 votes
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    0 comments  ·  Flag idea as inappropriate…  ·  Admin →
  10. File transfer in Windows 8 app?

    How do you transfer files int he modern app?

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    0 comments  ·  Flag idea as inappropriate…  ·  Admin →
  11. Separate email for offline messages

    The ability to forward offline messages to a different email address. Forwarding to a different email address could help where offline messages would automatically create a trouble ticket.

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    0 comments  ·  Flag idea as inappropriate…  ·  Admin →

    Thanks for reaching out! This feature is available in Professional Edition. Offline messages along notes of incoming calls, can be sent to SMS, Pager, or a separate e-mail address. We can also set up an XML gateway for a push notification.

    To get notifications set up, open a ticket with the e-mail address you want configured, or the WSDL and URL of the external system, and we’ll get the integration configured for you.

  12. When Customer inputs their information, Computer Name Should be visible. Some customers have more than computer, this way we can keep track

    Add Computer Name by default under customers information so if customers has more than one computer or is a business you can keep track of each computer. specially if need to set up unattended support for a business. maybe even a Location Area would be valuable. I think this is a must.

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    completed  ·  1 comment  ·  Flag idea as inappropriate…  ·  Admin →
  13. Ability to change color tiles for different company.

    Change tile color in unattended list

    2 votes
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    0 comments  ·  Flag idea as inappropriate…  ·  Admin →
  14. Unattended search on Windows 8 app

    On home screen, ability to search through unattended (start to type on keyboard and have it narrow down the search) – This would help speed up productivity

    3 votes
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    completed  ·  0 comments  ·  Flag idea as inappropriate…  ·  Admin →
  15. Cancel for "End Session"

    When I start to End Session, either by keyboard or menu, The "End Session" window appears. Is there a way to add a CANCEL option so that I can go back to remote control?
    Clicking on the X in the upper-left hand corner doesn't do this - it just ends the session.

    A number of times I've remembered something I was asked to do at this point but I couldn't without going through the whole process of requesting the Customer to reconnect to me.

    3 votes
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    2 comments  ·  Flag idea as inappropriate…  ·  Admin →
  16. File Transfer Progress Bar

    When I am waiting for a file to be transferred remotely, could a progress bar also be displayed to the customer? I imagine this would work best in the "Shift-F2" and "Shift-F10" dialog, perhaps with the ability to transfer more than one file simultaneously?

    2 votes
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    3 comments  ·  Flag idea as inappropriate…  ·  Admin →

    A file transfer progress bar is available in the current version.

    Windows 8 app:
    File transfer progress indicator is visible on the bezel, beneath the Start button. You will only see the progress of file transfers in bezel-mode.

    Desktop app:
    On the Customer’s PC, look in the taskbar — clicking the icon there will show you a progress bar for your file transfer from Customer to Specialist.

    If you’re transferring Specialist to Customer, the progress is shown in the menu bar.

  17. Specialist Side - Custom fields, Unattended Access List

    In addition to Name, Company, Phone and Email it would be helpful if a custom field could be declared, such as "Device ID" or "Ticket Number".

    1 vote
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    3 comments  ·  Flag idea as inappropriate…  ·  Admin →

    You can add additional information in the Customer Profile today.

    Win 8 app
    - From the App Bar, choose Details
    - In the fly out, tap the Customer Notes button

    Win 32
    - Right click the Specialist system tray icon
    - Choose unattended access
    - Highlight a Customer, then choose Customer Summary

    Your customer’s details and free-form notes will appear in the summary.

    To edit the notes:
    - Connect to the Customer
    - Choose File → Profile and Notes
    - Click the Customer tab, and fill in the notes in the field provided.

  18. Email Specialist on Remote Support Request

    If a customer makes a remote support request but the specialist is offline, an automated email should be sent to the specialist notifying him.

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    2 comments  ·  Flag idea as inappropriate…  ·  Admin →

    This feature already exists in Instant Housecall:

    When your Customer tries to reach you, and you’re not available, your Customer will be given three options:

    - Wait for Specialist to Sign in
    - Contact another member of Specialist’s team
    - Leave a message

    When your customer leaves a message it will automatically be sent to you via e-mail.

    If you are on the Professional Edition and have SMS notifications set up, they will also be sent to you via SMS with your Customer’s contact details.

  19. Option to hide the floating window

    Would like an option to hide the floating window that that says Shift-F2 to chat Shift-F10 to disconnect on the customer's computer or make it visible to the customer but not to me.

    9 votes
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    0 comments  ·  Flag idea as inappropriate…  ·  Admin →
  20. Can I do temporary unattended for overnight?

    Sometimes I want someone on unattended for a day or overnight. Can I do that?

    1 vote
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    0 comments  ·  Flag idea as inappropriate…  ·  Admin →

    Sure can! You have two options:

    Unattended on-demand: If your customer clicks “Start Session” while you’re signed-out, they’ll be given the option to wait for you to sign in. They can set the time window to 12 hour (720 mins), and when you sign in the system will automatically connect to you.

    Unattended Access: Your customer can grant you unattended access, and when you’re done, you can delete it by highlighting their name and clicking “Delete unattended access”, or they can uncheck the checkbox when you’re done.

    When you delete an unattended access PC, that slot goes back into your pool and you can re-use it for someone else.

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