Belarc Advisor is a free program that generates a profile of the target computer. The information about the system is saved it to a web page on that computer. This information can then be emailed to support and used to help diagnose eStore issues.

To get this tool go to the Belarc's Advisor download page.

Once you have downloaded your copy of the tool you may want to test drive it on your system. When distributing it to a customer use the following instructions as a guideline:

1. Close all browser windows
2. Run it directly from the email or save the attachment somewhere on your computer and then run it.
3. Once the Belarc Advisor installation is launched Follow the one screen instructions
4. When the Advisor has gathered your computer's information it will launch a browser window and present the information on a web page
   If Microsoft Internet Explorer is not your default browser please see the note below.
5. On the browser window's main menu select the Tools > Mail and News > Send Page
6. When the email window displays address the email to Your Email Here and send

Note:

These instructions assume that Microsoft Internet Explorer is your default browser and that you are using a mail program such as Express or Outlook. Someone purely using webmail will need to attach the generated information web page using there webmail program's attachment feature. In this case they will need to know where the file is located. Assuming they accepted all the defaults for the installation It should be in:

C:\Program Files\Belarc\Advisor\System\tmp\

The file name will be named (computername).html where computername is the name of their sytem

Currently we recommend either Microsoft NetMeeting (Windows 95, Windows 98, Windows Me, Windows NT 4.0, Windows XP and Windows 2000) or Remote Assistance (Windows XP and Windows 2003) to connect computers via the internet for the purpose of product training and support. The basic steps to conduct a remote session have been outlined below. If more detailed information is required, refer to Microsoft's help system.

If you will be using NetMeeting, make sure you have Windows NetMeeting 3.01.

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Windows XP users:

NetMeeting is actually already installed after you perform a full install of Windows XP, but it won’t appear on the Start menu until it's activated. To activate NetMeeting:

1. Click Start, then Run, and enter Conf.
2. Click OK.
3. In the NetMeeting Wizard, supply the necessary information, and then select the Put a shortcut to NetMeeting on my desktop (or on my Quick Launch bar) check box.

Windows 2000 users:

NetMeeting is already installed!
To use NetMeeting on Windows 2000, click Start, point to Programs, point to Accessories, point to Communications, and click NetMeeting.

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The following instructions are provided as a loose guideline when setting up a remote connection with a customer.

NetMeeting

version 3.01 recommended

To set up Remote Desktop Sharing

1. On the Tools menu, click Remote Desktop Sharing, and follow the instructions on your screen.
2. Close NetMeeting.
3. Right-click the NetMeeting icon that appears in the status area, and then click Activate Remote Desktop Sharing.

To access a computer from another location

1. Click the Place Call button.
2. In To, type the computer name or IP address of the remote computer.
3. If the Require security for this call check box is not selected, click it to turn on security.
4. Enter the Remote Desktop Sharing password.

To end Remote Desktop Sharing

• On the desktop of the computer being accessed, click Start, and then click Log Off or Shut Down.

Remote Assistance

Both you and the person you are helping must be connected to the Internet while using Remote Assistance and both must be running Microsoft Windows XP.

The customer must first send you an invitation to connect to his computer. To send an invitation the customer must do the following:

1. Click Start then click Help and Support.
2. Under Ask for assistance click Invite a friend to connect to your computer with Remote Assistance.
3. Click Invite someone to help you.
4. Enter the email address in the blank labeled Type an e-mail address.
   This email address should target the computer from which the remote session is to be controlled.
5. Click Invite this person.
6. Provide the contact information requested and click the Continue button
   If you intend to require a password for the remote session, it is convenient to include it as a part of the message.
7. Accept the invitation expiration default and uncheck Require the recipient to use a password
   If you choose to use a password, you will need to communicate the password to the recipient.
8. Click the Send Invitation button
   If a warning window appears asking is you would like to send the message, click the Send button.
9. Once the invitation has been sent, they will see a window stating Your invitation has been sent successfully.

Note:

When the invitation is received and accepted by the recipient, a confirmation window will display on your screen asking you if you want to allow him to view your screen. Click Yes to begin remote session.

To accept an invitation from the customer do the following:

1. Open the file attached to the e-mail message. Make sure it is of the type MsRCincident. If prompted to open or save it, be sure to open it.
2. Click Yes to accept the invitation.
3. When prompted to connect to the remote computer, type a password if necessary. If the password was not included in the email, contact the sender to get it. Then click the Yes button. Status: Waiting for an answer will persist until customer allows you to connect by clicking Yes to the confirmation window that displays on his computer.
4. You will receive a final message informing you that the customer is allowing you to view his screen. Click the OK button.

Conducting the remote session

Once connected to the customer's computer, you will be able to see whatever he is seeing on his screen. It may be convenient to click the Scale to Window button to allow you to view his entire screen without scrolling.

By default the status is set to Connected to Computername/ Screen View Only. To share control (mouse and keyboard input) of his computer click the Take Control button on the far left of the menu at the top of the Remote Assistance window. Control will be shared until either you or the customer clicks the Esc key.

• Service dealers should contact their distributors or shop management system provider.