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.1 vote
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.
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.1 vote
Yes, if you’re doing testing, you can certainly connect to a VM or another PC on your LAN to try out features or various configurations that you want to use in production with your customers.
trouble connecting instant housecall from windows 10 preview 9926 with windows 8.1? Any ideas1 vote
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.
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 smoothly and there is no delay.
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
Thanks for reaching out and for the suggestion!
I suspect the issue you’re running into is this:
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.
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
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.
The mouse scroll wheel doesn't get sent to remote.2 votes
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.
Display available technicians from a website.1 vote
You can automatically retrieve online/offline status from the following URL:
If you want to integrate it into a website script to show your status on your own website, use cURL or your favorite HTTP library.
Feature request: if customer prints during a session it prints on the specialist's pc.2 votes
Will be available in 6.4
How do you transfer files int he modern app?1 vote
All of the features in the Windows 8 app are available in the app bar.
To show the appbar:
- Mouse: Right click the bezel (black frame around the outside of the screen)
- Touch: Swipe up
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.1 vote
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.
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.1 vote
Thanks for reaching out! We’ve got flex-fields on the enhancement request list, and I’ve added your vote to that issue.
Here’s a great way you can do what you want to do: in the name or company field, add the computer name separate by a dash or parenteses. You can add it before (if you want it to be sortable) or after the real name/company.
Any time you’re in a session, you can see the computer name in the title bar (Win32) or on the home screen tile (Win8).
Change tile color in unattended list2 votes
This feature will be available in next release.
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 productivity3 votes
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
This feature is available in the Windows 8 app. It has been added as an enhancement for Win32 in 6.2.
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
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.
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.
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
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
- 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.
If a customer makes a remote support request but the specialist is offline, an automated email should be sent to the specialist notifying him.1 vote
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.
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
This enhancement has been added to 6.2
Sometimes I want someone on unattended for a day or overnight. Can I do that?1 vote
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.
I'm getting this error. Help.1 vote
This issue is caused by something blocking Instant Housecall from reaching the internet.
We will improve the error message for the next version.
Solution and details for this issue can be found in this knowledge base article: http://instanthousecall.uservoice.com/knowledgebase/articles/307429-error-message-unique-check-failed-to-respond
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