KACE Desktop Authority 11.0 - ExpertAssist 8.7.1 User Guide

User Guide
Copyright TOC Overview User Interface Home Remote Control File Transfer Help Desk Chat Computer Management Computer Settings Server Functions Scheduling and Alerts Performance Monitoring Security Preferences Custom Pages WAP and PDA Interface About Us

Security Precautions

Security Precautions

With HTTP and the browser interface, you have a fairly simple job securing your communication: simply create an SSL certificate, install the certificate in your browser, and use HTTPS as the protocol.

With the WAP interface, things are more difficult, since your phone does not directly communicate with ExpertAssist. WAP devices connect to a WAP gateway that acts like an intelligent proxy server:

  • The phone issues a request to the gateway. The phone and the gateway communicate via UDP (connectionless IP).
  • The gateway issues an HTTP or HTTPS request to ExpertAssist and waits for the reply.
  • The gateway compiles the received WML into bytecode and sends it to the phone.

While this is of no concern when browsing WAP pages for stock quotes or weather forecasts, it raises two issues when a secure connection is required:

  1. The phone must be able to communicate with the gateway via a secure channel. This is done via the WTLS protocol that requires that the phone ‘trusts’ the gateway – that is, it has its WTLS certificate installed.
  2. The gateway must be able to communicate with ExpertAssist via HTTPS. This requires that the gateway ‘trust’ the ExpertAssist installation in question – it should have its certificate installed.

When using a commercial gateway (such as the ones provided by cell phone companies) the first issue is usually not a problem. However, your cell phone provider will probably not install your self-generated ExpertAssist certificates, so the secure connection between the gateway and ExpertAssist will not be established.

When accessing ExpertAssist from your phone, always use the HTTPS protocol by specifying HTTPS:// in the beginning of the URL. This will encrypt the data sent and received between the gateway and the ExpertAssist installation.

Here is a brief description of how to configure a Nokia7110 to use a WAP gateway:

  1. Select the Services menu. Select Settings. The 7110 allows you to store 5 different sets of WAP connection settings. Highlight the current settings, or one of the unused settings on the phone, and select Options. Select Edit to edit the selected settings.
  2. Homepage should be set to the ExpertAssist installation you most frequently access - or any other WML page. You can use the Bookmarks feature of the phone to store your ExpertAssist URLs.
  3. Connection Type should be set to Continuous.
  4. Connection Security should be set to On, this will encrypt the data sent and received between the phone and the gateway.
  5. Bearer must be set to Data.
  6. Dial-up number must be set to the phone number of your dial-in server.
  7. IP Address must be set to the address of your WAP gateway.
  8. Authentication type can be set to either Normal or Secure, depending on the configuration of your dial-in server. This setting specifies how the username and password are sent to the dial-in server, and does not have any affect on actual WAP communications.
  9. Data call type can be set to either Analogue or ISDN, depending on your mobile operator network and the type of dial-in connection that you will be using.
  10. Data call speed can normally be left to Autobauding.
  11. User name specifies the user name associated with your dial-up connection.
  12. Password specifies the password associated with your dial-up connection.
  13. Once you have configured all of your settings, use Back to return to the previous level of menus, and then Activate your configuration.
Info Screen

You will be greeted with an Info screen that displays some essential information about the computer.

At the bottom of this screen (and at the bottom of every screen) you will find the main menu that allows you to select ExpertAssist functions accessible via the WAP interface.

The Menu

The Menu

The menu, at the bottom of the screen looks like the image on the left (only partially shown):

Here is the complete list of menu options:

  1. Main Menu
  2. Services
  3. Drivers
  4. Processes
  5. Performance Monitoring
  6. Reboot
  7. Event Viewer
  8. Logout

A link to this menu is present at the bottom of every page displayed by ExpertAssist.

Services

You see a listing of all installed services, with their status next to them. Selecting a service takes you into a menu that allows you to control that service:

On the services listing page, near the end, you can request different parts of the list.

Drivers

Looks and behaves exactly like the Services page.

Processes

The Processes page has three options, as shown in the image on the left.

The first two will let you see a listing similar to the Services or Drivers lists – next to the process name you will see either the CPU time used by the process or the Memory in use by the process, depending on your selection:

Selecting a process will display detailed information about it, such as the executable name with full path, the parent process, if available, the creation time, CPU time, pagefile and physical memory usage, as in the image on the left.

You also have the option of killing a process here.

The third option in the Processes menu is the Create Process one. This will present you with the following dialogue:

Filling out this form and submitting it launches a new process under the user account of the person using the WAP device. You can use this for a variety of tasks, such as executing batch files:

Executable Name: cmd.exe

Optional Parameters: /C c:\backup\startbackup.cmd

This will launch the command interpreter, which, in turn, will launch the startbackup.cmd batch file in the c:\backup directory.

Performance Monitoring

On the performance pages, you can view graphs on the CPU, memory, and disk space utilization. The main menu looks like the image on the left.

By selecting either of these options, you are presented with three graphs, each with a different sampling rate – just like in the main ExpertAssist performance charts.

The CPU load represents the total CPU load on multiprocessor machines. The memory load includes physical and virtual memory. The disk space utilization chart represents the total for all hard disks in the computer.

Reboot

This option presents you with a menu similar to that found in the HTML interface.

The first three selections reboot the computer. Normal reboot shuts down all applications. Emergency reboot kills all processes then shuts down and restarts the system in an orderly fashion. You might lose data in your running applications. Hard reboot is just like pressing the reset button or toggling the power switch: use this only as a last resort!

The last selection restarts the ExpertAssist service.

Event Viewer

This option enables you to view ExpertAssist’s event viewer. You will be given a list of event viewer options.

Logout

This menu option ends your ExpertAssist session.

It is not strictly necessary to manually log out – your session will eventually time out after the time period specified in the ExpertAssist configuration elapses.

About Us

About us

We are more than just a name

We are on a quest to make your information technology work harder for you. That is why we build communitydriven software solutions that help you spend less time on IT administration and more time on business innovation. We help you modernize your data center, get you to the cloud quicker and provide the expertise, security and accessibility you need to grow your data-driven business. Combined with Quest’s invitation to the global community to be a part of its innovation, and our firm commitment to ensuring customer satisfaction, we continue to deliver solutions that have a real impact on our customers today and leave a legacy we are proud of. We are challenging the status quo by transforming into a new software company. And as your partner, we work tirelessly to make sure your information technology is designed for you and by you. This is our mission, and we are in this together. Welcome to a new Quest. You are invited to Join the Innovation™.

Our brand, our vision. Together.

Our logo reflects our story: innovation, community and support. An important part of this story begins with the letter Q. It is a perfect circle, representing our commitment to technological precision and strength. The space in the Q itself symbolizes our need to add the missing piece — you — to the community, to the new Quest.

Contacting Quest

For sales or other inquiries, visit https://www.quest.com/company/contact-us.aspx or call +1-949-754-8000.

Technical support resources

Technical support is available to Quest customers with a valid maintenance contract and customers who have trial versions. You can access the Quest Support Portal at https://support.quest.com.

The Support Portal provides self-help tools you can use to solve problems quickly and independently, 24 hours a day, 365 days a year. The Support Portal enables you to:

  • Submit and manage a Service Request
  • View Knowledge Base articles
  • Sign up for product notifications
  • Download software and technical documentation
  • View how-to-videos
  • Engage in community discussions
  • Chat with support engineers online
  • View services to assist you with your product
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