"PacketDrivers can leverage its experience to solve complicated technology issues, if problems arise."

ProactiveIT Manage

Your organization has chosen to use the ProactiveIT Remote Systems Management Software. This system will keep your computer Secure, Updated, and running at peak efficiency.

What is ProactiveIT Manage and how do I know it is installed?

The ProactiveIT Manage is an inventory, patching, and ProactiveIT Manage utility. You can see a small Pd on the bottom right hand corner of your computer screen when it is installed. A white VNC icon will also show up.

.

Can I use the icon to create helpdesk request tickets?

A even simpler method of accessing helpdesk is available. A Pd helpdesk icon should also be on your desktop. Simply double click on that icon and you can submit a helpdesk request.

You can also right click on the icon and an option to Submit Helpdesk Request will come up. Select that and you will be able to enter a helpdesk request.

Does ProactiveIT Manage remote control my computer?

ProactiveIT Manage has the ability to interactively remote control your computer, so that helpdesk and designated company administrators can support users who are geographically remote, traveling, as well as in the office.

When a user has an issue that the Helpdesk can fix remotely, a remote control request will show up. Click Yes, to enable the support person working with you to take over your computer, press No if you are not ready.

The Support personnel may also respond to your helpdesk request by chatting with you. A chat interface with a message will pop up. Simply type your response and press Enter or Send.

An administrator may remote control your computer after talking to you on the phone or chatting. You may be notified instead of asked, since you are aware of the support call.

How can I tell when my computer is being remote controlled, and by whom?

When a remote control session is started, you will either be prompted Yes/No to start a remote control session, or you will get a system message telling you which administrator is about to remote control your computer. Also the White Vnc Icon will turn black, as in the picture above.

How do I install ProactiveIT Manage?

ProactiveIT Manage will be installed automatically via the network when possible. In cases where you are a remote or traveling user we will email you a website to download the software from.

The webpage will look like this. Simply follow the instructions.

Install the Your Company - Client Install Client on your machine.
The Client allows your system administrator to remotely and transparently manage your PC.

1. Click here to begin installation of the Client
2. Click Open to run this program from its current location

There will not be any prompts after you run the software, the small Pd should show up in the bottom right hand corner when the software has completed installation.

How does ProactiveIT Manage affect my security?

This software is used passively to inventory company computer hardware and software installed. It does not scan files or content. For example, an inventoried computer can alert an administrator when the disk space is running low, what version of office installed, or if the computer is missing some security updates.   The software does not have the ability to look inside emails or file content.

Here are some examples of the reports that can be run:

Executive Summary:		Hard Drive Space, Security Patches, Operating System, Events
Update Status		Windows and Office security patches from windows update. Which computers are missing which updates.
Hard Drive Status		Are hard drives running out of space on the servers or computers?

How do I disconnect or cancel a remote control session?

Remote control sessions can only be sent from PacketDrivers servers. A log is kept of each session. Should your session get interrupted and you need to cancel the remote control session. Right click on the black (active) Vnc icon, and from the options choose "disconnect clients"