Summary:
Remote Support works in conjunction with a support call, but feel free to contact Bentley Technical Support to arrange for a session ahead of time.
This page contains information about using the Remote Support feature of SELECTservices.
Microsoft Live MeetingTM is now the software behind Bentley's Remote Support tool and is 100% web based allowing more flexibility with corporate firewalls.
Microsoft Live Meeting provides you with a rich and dynamic environment for conducting real-time technical support sessions over the Web. Using the Support Manager software, a technical support analyst can view, remotely control, and annotate your applications or entire desktop to analyze and solve problems. For example, the support analyst can show you how to use a Bentley product, or troubleshoot it directly on your computer.
*For security, you must provide permission to the support analyst before they can view or control your applications or desktop.
For more information about Live Meeting to include a list of minimum system requirements needed to use Drive My Desk top, see Microsoft's Live Meeting home page.
Installation:
If a remote session is needed in order to resolve your Bentley technical issue, but you have not installed Live Meeting yet, it is highly recommended that you download and install Live Meeting prior to working with Technical Support. In order to install the Windows Console, you will need administrative rights to your system. Therefore, your site administrator may need to be involved. Installing Live Meeting prior to your call will save time for both you and the Support analyst.
The installation package for the Windows-based Live Meeting console is available for download on the Microsoft Download Center.
** Please Note – Any issue regarding download, installing, configuring, or any problem related to functionality of Live Meeting needs to be directed to Microsoft Technical Support.
Once you have downloaded the installation package, you can deploy the Windows-based Live Meeting console using your organization’s preferred deployment method. For example, System Management Server (SMS), Active Directory Group Policy, scripted deployment, or any other third-party software that supports .msi-based deployment.