Using Virtual Network Connection (VNC)

Have you ever been on the phone with User Support and found it hard to explain what you're trying to accomplish or the steps you've already tried? Have you ever had a problem that took you half an hour to solve, when it turned out there was a simple five-second fix?

We at User Support can now offer a new way to help you solve these problems using a program called VNC (Virtual Network Connection). Once you've linked VNC to your computer (a quick one-time process) and given us temporary permission to use it with you, VNC lets us see what's happening on your computer desktop, so you can literally show us what you're trying to do. At the same time, VNC allows us to show you the mouse and keyboard actions that will let you do what you want to do.

Running VNC for the First Time
How to Tell that VNC is Running
How to end a VNC Session
Frequently-Asked Questions

Running VNC for the First Time

Be sure you are connected to the Smith Novell network, then:

1. Open the Start menu and choose Run.
   
   
2. Enter:  \\stuff\data\UserFiles\vncwin32\new
   
   
3. Click OK.
   
   
4. Double-click on the help.bat file.
   
   
5. Tell the USC staff member the IP Address listed on the screen ( 131.229.xxx.xxx ) and your VNC password.
   

After you have used VNC once, you can ask the USC staff member to place a shortcut on your desktop so that the program will be even simpler to use the next time.

If you prefer to add the shortcut yourself, simply:

1. Right-click on the desktop and choose New then Shortcut
2. Type this path into the text box: \\stuff\data\UserFiles\vncwin32\new
3. Click Next.
4. Name the shortcut: Shortcut to VNC
5. Click Finish.
6. Now, the next time you'd like to use VNC, all you need to do is double-click on your shortcut, double-click on help.bat , and help is on the way!

How to Tell that VNC is Running

When VNC is running, a small icon like the one shown below
(but smaller) will appear in your system tray.

Another way to tell whether VNC is running is to check for the presence of the command window. While VNC is running, a small black command window will appear on your desktop; this window cannot be closed, or VNC will shut down.

If another user has connected to your machine, the icon in your system tray will change to look like this (but smaller):

How to End a VNC session

To disconnect VNC, you can close the cmd window by clicking on the X in the upper right corner, or by right-clicking the system tray icon and choosing Close.

If the system reminds you that there are active connections or asks you to confirm that you want to close, just click 'OK' or 'Yes'.


Setting or Changing your VNC Password

1. Run your VNC program by opening the shortcut on your desktop and double-clicking on the help.bat file.
   
   
2. Right-click on the VNC icon in the lower right corner of your screen and choose 'Options.'
   
   
3. Click on the 'Authentication' tab. Make sure the button by 'VNC Authentication' is selected, then click 'Configure'.
   
   
4. You may now set or change your password. (Note that VNC will not allow connections from outside computers, including the USC, unless you set a password.) We recommend choosing a password that is 6 to 8 characters long and is a combination of letters and numbers.
   
   
5. If you like, you may click the checkbox for 'Prompt user to accept connections', so that you will always be notified of an incoming request.

Frequently-asked Questions

Is VNC hard to use?
Not at all. Once your computer is logged on to the network and you've reached User Support, after just a few quick steps you'll be on your way to a faster fix!

So User Support can see what I see?
Yes. That's the beauty of VNC! When you run this program, we can log into your system and share control of both the mouse and keyboard. A window showing your screen will appear on the desktop of the staff member working with you, so he or she can see what's going on, help you troubleshoot errors, demonstrate solutions to the problem, and make sure the issue is fully resolved. No more misunderstandings about which program to run, which buttons to click, or where files are located!

Is my privacy being invaded?
Not in the slightest. You can terminate the program from your end at any time. If you don't want User Support to see any sensitive documents, simply close them before you allow access. You will be able to watch what we're doing at all times, and retain control of the mouse and keyboard to demonstrate where you need help.

Can User Support view my desktop without my permission?
No, and we would never try. But if you're worried about it, you can change your VNC password as often as you want, or even remove the link to the program altogether if you wish. When you want to use VNC again, it's fast and easy to reinstall the link.

What happens when my problem is solved?
Two things: First, you or the USC staff member will end your VNC session.

Second, you'll breathe a sigh of relief that your computer is working properly again, without the hassle of a long conversation to solve a thirty-second problem!


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