VNC Remote Support Tool for Technical Support Staff

Technician’s Guide

NOTE: It is recommended you remove the older version of VNC prior to installing the latest version.

Important! Macs do not have the VNC Viewer that is needed for the users to connect to your machine. As a support person, you will need to use a Windows machine to be able to have the user reach out to you.

For information on installing VNC, please click here.

How to run the VNC Remote Support Tool:

1. Click Start.
2. With the mouse, point to All Programs > Real VNC > VNC Viewer 4.
3. Click Run Listening VNC Viewer.
4. In the dialog box that appears, click Keep Blocking.

Note: The VNC Server icon ( ) is located in the System Tray (right corner of screen).

When the icon has a white background, it means you are connected to the VNC server. When it has a black background, it means you are connected to another computer.

 

How to obtain your IP address:

1. Click Start > Run. (If running Windows Vista, click Start > Start Search.)
2. At the prompt, type: cmd and press ENTER.
3. At the next prompt, type: ipconfig and press ENTER.

Note: Users need to be connected to the VNC Server 4 (User-Mode) before they can add your IP address. If necessary, refer to the VNC Remote Support Tool for Windows (or Mac OSX) user’s guide for instructions on how the user connects to the VNC server.

 

How to disconnect from VNC Viewer:

1. Right-click on the VNC icon in the System Tray, located in the lower right corner of the screen.
2. Click Close Daemon.