At Techinline we always put customer satisfaction as a top priority and try to walk an extra mile in order to help our clients solve various kinds of problems. As part of our regular blog category, we would like to share another notable customer support case and a resolution that some of you might find useful.
As most of you know, third-party software tools can accidentally block or interfere with the FixMe.IT application’s performance. For instance, we’ve received several recent reports from users about being unable to perform CTRL+ALT+DEL commands on a remote machine.
Our support team member arranged a remote session with one of these machines in order to investigate the root of this problem first-hand. As a result, we found that the Trend Micro OfficeScan antivirus running on the client’s computer restricted any sending of remote CTRL+ALT+DEL commands.
We’ve already contacted Trend Micro to resolve the issue and are currently waiting for their response and action. Meanwhile, here’s what we can recommend in case you’re facing the same problem when working with a remote client’s machine:
- Add the FixMe.IT Client application to the client’s Trend Micro OfficeScan exclusion list via the web management console.
- To do this, open Networked Computers > Client Management > Scan Settings > Real-time Scan Settings, and configure the exclusions accordingly.
Remember that as our valued customer, you can always count on the FixMe.IT support team’s professional advice and immediate assistance. Don’t hesitate to contact us directly, send a Tweet, or leave a message on Facebook. We’ll do our best to be as fast as a flash!