Tips & Tricks: Using Techinline’s Yellow Information Panel to Restart as a System Service

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We’ve received several recent cases with Techinline users questioning why they’re unable to control certain applications on the Client’s computer or view UAC (User Account Control) dialog prompts that appear on the remote computer during the session. Apparently this behavior seems to cause some confusion and may appear to some as a product limitation that cannot be lifted. We would like to take the time to further describe situations that may result in the limitations mentioned above, as well as explain Techinline’s Restart as a Service feature which may be used to obtain elevated privileges during the remote session.

First of all, it should be mentioned that Techinline always attempts to start the Client application with admin rights so that the Expert does not face any restrictions during the remote session and will be able to fully view and control the Client’s computer. In some cases, the remote user may start the application without admin rights, which will result in certain limitations described below. In such cases, a yellow information panel will be displayed on the Expert’s interface containing the option to Restart as a Service.

The yellow information panel will contain one of two icons and messages depending on the conditions described below, and will require the following actions to complete the Restart as a Service operation:

UAC Yellow Information Panel (Crossed-out UAC icon):

This panel is displayed to the Expert in the following situations: Client Operating System version is Vista or later, UAC setting is enabled, and one of the following 2 conditions is true:
Condition 1.
Client is not an administrator.
Condition 2. Client is an administrator but selected “No” on the UAC dialog upon starting the Techinline application.
Limitations during the Techinline Remote Control/View operations in the support session:

  1. Expert is unable to view or control UAC dialogs that appear on the Client’s computer.
  2. Expert is unable to control applications that are running with elevated (administrator) privileges on the Client’s computer.
  3. Expert is unable to perform operations on the Client’s computer that require elevated (administrator) privileges.
  4. Expert cannot logon as another Windows user.
  5. Expert is unable to Reboot the Client’s computer into Safe Mode.
How to resolve:
Use the Restart the Client as Windows system service link located on the yellow information panel to restart the Client application as a service. Depending on the Condition outlined above, do one of the following:
Condition 1.
a) Provide the administrator credentials for the remote computer OR transfer the administrator login prompt to the Client.
b) Instruct the Client to click “Yes” on the ensuing UAC dialog.
Condition 2.
Instruct the Client to click “Yes” on the ensuing UAC dialog.

 

Admin Yellow Information Panel (green shield with key):

This panel is displayed in one of the following two situations:
1. Client Operating system version is Vista or later and UAC setting on the Client’s computer is disabled.
2. Client Operating System does not have the User Account Control setting (Windows XP, Windows 2003, and other earlier Windows OS versions) and the Client is not an administrator.
Limitations during the Techinline Remote Control/View operations in the support session:

  1. Expert cannot logon as another Windows user
  2. Expert is unable to Reboot the Client’s computer into Safe Mode
  3. Expert may not be able to perform certain operations on the Client’s computer that require administrator privileges
How to resolve:
Use the Restart the Client as Windows system service link located on the yellow information panel to restart the Client application as a service and do the following:
Provide the administrator credentials for the remote computer OR transfer the administrator login prompt to the Client.

 

We hope that the above table will help users understand why they may encounter certain limitations during the session and effectively use our Restart as a Service feature to take full control of the Client’s computer. However, please do not hesitate to contact our Support team with any feedback or for any additional information.

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