Using Virtual Assist

Running NetExtender on a Different TCP Port

Using the SonicWALL CDP Agent over a SonicWALL NetExtender Connection

Using SonicWALL NetExtender to Access FTP Servers

Resolving NetExtender Error With McAfee Enterprise 8.5

Using Virtual Assist

Virtual Assist is an easy to use tool that allows SonicWALL SSL VPN users to remotely support customers by taking control of their computers while the customer observes. Virtual Assist is a lightweight, thin client that installs automatically using Java from the SonicWALL SSL VPN Virtual Office without requiring the installation of any external software. For computers that do not support Java, Virtual Assist can be manually installed by downloading an executable file from the Virtual Office.

The following sections describe how to use Virtual Assist:

“Understanding Virtual Assist” section on page 77

“Installing and Launching Virtual Assist” section on page 78

“Configuring Virtual Assist Settings” section on page 79

“Selecting a Virtual Assist Mode” section on page 82

“Launching a Virtual Assist Technician Session” section on page 83

“Performing Virtual Assist Technician Tasks” section on page 84

“Using Virtual Assist from the Customer View” section on page 90

“Using Virtual Assist in Unattended Mode” section on page 94

“Enabling a System for Virtual Access” section on page 95

“Using the Request Assistance Feature” section on page 97

Understanding Virtual Assist

Virtual Assist is fully supported on Windows platforms. Virtual Assist is certified to work on Windows 7, Windows Vista and Windows XP. Limited functionality is supported on MAC OS where customers can request for assistance via web-requests.

Note When a user requests service as a customer, Virtual Assist should not be run while connected to the system via RDP for Windows 7 and Windows Vista platforms. Virtual Assist runs as a service for proper access to the customer’s system, so correct permissions cannot be set if it is run from an RDP connection.

There are two sides to a Virtual Assist session: the customer view and the technician view. The customer is the person requesting assistance on their computer. The technician is the person providing assistance. A Virtual Assist session consists of the following sequence of events:

1.The technician launches Virtual Assist from the SonicWALL SSL VPN Virtual Office.

2.The technician monitors the Assistance Queue for customers requesting assistance.

3.The customer requests assistance by one of these methods:

Logs into the SonicWALL SSL VPN Virtual Office and clicks on the Virtual Assist link.

SonicWALL SSL VPN 5.0 User Guide

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SonicWALL SSL VPN 5.0 manual Using Virtual Assist, Understanding Virtual Assist

SSL VPN 5.0 specifications

SonicWALL SSL VPN 5.0 is a powerful solution designed to provide secure remote access to organizations while ensuring robust security for their networks. This version builds upon previous iterations, incorporating advanced technologies and features that cater to both enterprise and small business needs.

One of the main features of SonicWALL SSL VPN 5.0 is its user-friendly web portal. The portal is accessible from any device with a web browser, allowing users to connect seamlessly to corporate resources without the need for client software installation. This flexibility is particularly beneficial for remote workers who may be using public or personal devices.

The SSL VPN 5.0 also supports multiple authentication methods, enhancing security while maintaining ease of access. It includes support for two-factor authentication (2FA), which adds an extra layer of protection during the login process. Administrators can configure various authentication schemes, including RSA SecurID, LDAP, RADIUS, and more, to meet organizational security policies.

Another notable characteristic of SonicWALL SSL VPN 5.0 is its scalable architecture. Organizations can easily expand their VPN capabilities as their workforce grows. The solution supports a large number of concurrent connections, ensuring that businesses can accommodate an increasing number of remote users without compromising performance.

SonicWALL SSL VPN 5.0 also emphasizes security features that protect both user data and the corporate network. It leverages strong encryption protocols, ensuring that all data transmitted between users and the network is secure from eavesdropping or interception. The solution employs SSL (Secure Sockets Layer) technology, which is widely recognized for its robust security measures.

In addition to security, SonicWALL SSL VPN 5.0 provides comprehensive access control options. Administrators can create policies that restrict user access based on roles or groups, making it easier to manage permissions and safeguard sensitive information. This granular control helps organizations enforce compliance with regulatory standards.

Moreover, the solution includes advanced logging and reporting capabilities that allow administrators to monitor user activity and access patterns. This insight not only aids in troubleshooting but also helps to identify potential security threats.

SonicWALL SSL VPN 5.0 stands out with its integration capabilities. It can work harmoniously with existing network infrastructures, including firewalls, to create a cohesive security strategy. By utilizing the SonicWALL global management system, IT teams can manage and monitor their VPN and other security solutions from a central location.

Combining ease of use, robust security, and comprehensive management capabilities, SonicWALL SSL VPN 5.0 is a compelling choice for organizations seeking to enable secure remote access while protecting their critical assets against emerging threats.