SonicWALL SSL VPN 5.0 manual Using Virtual Assist from the Customer View

Using Virtual Assist

•Upload transfers the selected file or files from the customer’s computer to the technician’s computer.

•Delete deletes the selected file or files.

Note When deleting or over-writing files, the customer is warned and must give the technician permission unless the technician has clicked the Request Full Control button and the customer has confirmed.

•New folder creates a new folder in the selected directory.

•Rename renames the selected file or directory.

When a file is transferring, the transfer progress is displayed at the bottom of the File Transfer window. Click the Exit button to cancel a transfer in progress.

Note File Transfer supports the transfer of single or multiple files. It does not currently support the transfer of directories. To select multiple files, hold down the Ctrl button while clicking on the files.

Using Virtual Assist from the Customer View

Note SSL VPN release 3.5 and higher support Virtual Assist customer support for Mac systems. The Mac version of Virtual Assist supports only the basic connect and control features (and not advanced features such as chat and file transfer).

To launch a Virtual Assist customer session to request help on your computer, perform the following steps:

Step 1 There are several methods for accessing Virtual Assist:

•Navigate to the URL of the Virtual Assist home page that is provided by your support technician.

•If you received an email invitation, click on the link in the email or paste the URL into your Web browser.

90 SonicWALL SSL VPN 5.0 User Guide