The SupportWindow Console, is at it's heart a server. It's principle job is to listen for connections from remote sources that want attention. With the exception of the Remote Administration logins from a remote client, there is no authentication of the incoming connection. This is because no higher level communication is allowed. That is to say, a host can connect but that's all it can do. It cannot perform any actions on the Console. During the connection handshake with an incoming connection, the Console tells the remote host whether to use encryption or not. Once a new connection has been established the Incoming host is displayed in the list of connected computers along with the IP address, machine name, logged in user name and software version. If the host is behind a NAT enabled router, then both the private and public IP addresses are shown. This firmly establishes the identity of the incoming connection. The Console operator can decide at this point if anything more is to happen with this connection or can terminate it if so desired. Normally in support situations, it is most common to already have a voice connection established with the incoming user.
Once the incoming connection is listed the operator can open either a remote desktop control session, file operation session, chat session or all three. The Console uses the incoming connection established by the remote machine to carry out the communication. For this reason there is no necessity for the remote clients to configure firewalls to give you access. Using the automatic connection feature of the SupportWindow Service components, you can monitor any number of servers from within their respective protected environments without opening any of their ports! These connections are self maintaining so if network trouble or server reboots occur, the connection will be automatically reconnected when the trouble is cleared. This means monitoring secure servers is only a mouse click away.