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Fast Remote Desktop Setup and Troubleshooting Guide 2010

Fast Remote Desktop Setup and Troubleshooting Guide

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Fast Remote Desktop Setup and Troubleshooting Guide 2010

Table of Contents Basic Setup Instructions and Introduction to the Application ...................................................................... 3 Getting the software up and running: A Quick Checklist. ............................................................................. 4 But how do I find out my PC’s IP address? .................................................................................................... 5 I want to connect to my home PC from a remote site, or using my iPad’s 3G capability. How do I configure my router to allow this? ................................................................................................................ 5 How do I make sure that the VideoOverIP software is running properly on my Windows PC? ................... 6 I can’t connect my iPad to my PC! How do I troubleshoot? ......................................................................... 7 How to download and install VideoOverIP host software for your PC ..................................................... 7 How to verify VideoOverIP is installed and running ................................................................................. 8 How to properly forward ports to allow remote connections .................................................................. 8 How do I check if my iPad has connectivity and a valid IP address?......................................................... 8 I’m having an issue connecting to my Windows PC when my iPad is on an external WAN (e.g. AT&), and my Windows PC is on a local area network. What do I do?.......................................................................... 9 The VOIPService is not running, it does not appear to be installed at all, however the installer did not give any error messages. What do I do? ....................................................................................................... 9 I’ve tried all the installation steps above, but the installation failure persists. How do I fix it? .................11

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Fast Remote Desktop Setup and Troubleshooting Guide 2010 Basic Setup Instructions and Introduction to the Application Thank you for downloading our iPad application. Fast Remote Desktop allows you to control your Windows PC from your iPad. In order to do this, you must first install our free PC software on your Windows computer. You can obtain this software by visiting our website (www.vdiworks.com)) and clicking the big green link in the mid middle dle of the page titled, “iPad users click here to download the PC installer for Fast Remote Desktop”,, as shown in the image below:

“ to Once the software has been installed on your Windows PC (please see section titled, “How download and install VideoOverIP erIP host software for your PC PC”),, fire up your iPad application, enter the IP address of your PC in the “Computer” field, along with login credentials for your PC and simply click “Connect”.. The Windows screen will appear on your iPad and you will be able to run apps, open documents and perform other regular Windows tasks. Before you connect, please make sure that: 1) Your iPad is connected to the network (wi (wi-fi) fi) and so is your PC. For test purposes, please put both devices (PC and iPad) on the same netwo network rk (i.e. connect to the same access point or router). You can remotely connect to your PC also, but your router or access point will need to be configured to forward ports so that your PC is visible to your iPad when you're connecting remotely. 2) Your PC does not block incoming connections via a Firewall For an example of how the app operates once it is properly installed,, you can view a demo of the product here: /watch?v=tLEIVTdG1xI http://www.youtube.com/watch?v=tLEIVTdG1xI

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Fast Remote Desktop Setup and Troubleshooting Guide 2010 Getting the software up and running: A Quick Checklist. In general, please make sure that: 1) You have downloaded the free VideoOverIP host software from our website (www.vdiworks.com - green link in the middle of the page) and installed it on your Windows PC 2) You have obtained the IP address of your Windows PC and entered it in the "Computer" field of the iPad Fast Remote Desktop application 3) You have provided your Windows PC username/password (if you use it) in the Fast Remote Desktop application "Username" and "Password" fields 4) You have clicked the "Connect" button on the iPad Fast Remote Desktop application after doing all the above. out connect dialog looks like: Here is what a properly filled-out

Also, for test purposes it is best to connect your iPad via Wi Wi-Fi Fi to the same network your Windows PC is connected to. If your Windows PC uses a firewall to block connections, you will have to ensure that it iss not blocking Fast Remote Desktop by either excluding ports or disabling it (Detailed instructions are available in this guide). Finally, when you want to connect to your PC remotely, you will need to configure port forwarding on your router.

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Fast Remote Desktop Setup and Troubleshooting Guide 2010 But how do I find out my PC’s IP address? You can find out your IP address by taking the following steps on your Windows PC: 1) Click the Start button/Start icon 2a) If you are using XP, click on "Run", then type "cmd" and press enter 2b) If you are using Vista or Win 7, type "cmd" in the "Search programs and files box" and press enter 3) At the command prompt, type ipconfig and press enter 4) The system will give you output like this: Windows IP Configuration Ethernet adapter Local Area Connection: Connection-specific DNS Link-local IPv6 Address IPv4 Address. . . . . . Subnet Mask . . . . . . Default Gateway . . . .

Suffix . : some.domain.com . . . . . : fe80::b9c5:8fd3:2c46:f5d2%11 . . . . . : 192.168.1.100 . . . . . : 255.255.255.0 . . . . . : 192.168.1.1

The number next to "IPv4 address" is your IP address. Please note that if you are using a Wireless network, then you must look for the appropriate IP address associated with your wireless adapter. It will be under the heading "Wireless Connection", instead of "Local Area Connection" as shown above.

I want to connect to my home PC from a remote site, or using my iPad’s 3G capability. How do I configure my router to allow this? Here are the ports used by our application: Port 5555 5556 5557 6879 2001

Type TCP UDP TCP TCP TCP

Please forward these UDP and TCP ports to the Windows PC running VideoOverIP. This will allow you to contact your Windows PC while you are outside your home/office network. Please

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Fast Remote Desktop Setup and Troubleshooting Guide 2010 note that the “Computer” field on the iPad application must be populated with the *external* IP address of your home/office router before you attempt a connection. In other words, if your access point or router has an external IP address assigned by your ISP of 64.63.44.14, then this is the IP address you should use while connecting from the iPad app externally. You should not use the Windows PC’s local IP address, which is typically of the form, 192.168.x.x. In addition, the following information needs to be entered into the Fast Remote Desktop iPad client prior to hitting the “Connect” button: Computer: IP address of your Windows PC Username: the username you use to log into your Windows PC Password: the password you use to log into your Windows PC Please be sure that the VideoOverIP host software is running on your Windows PC prior to attempting a login. You should see the VOIP icon in your systray (bottom right corner of your screen). The icon may be hidden if you have more than 3 or 4 icons in your systray. To make sure, please click the up arrow in the systray area. The multi-colored VOIP icon should appear. This confirms that your machine is ready to accept connections. For test purposes, you may want to connect your iPad to the same router/wireless access point that is providing connectivity to your Windows PC.

How do I make sure that the VideoOverIP software is running properly on my Windows PC? Please be sure that the VideoOverIP host software is running on your Windows PC prior to attempting a login. You should see the VOIP icon in your systray (bottom right corner of your screen). The icon may be hidden if you have more than 3 or 4 icons in your systray. To make sure, please click the up arrow in the systray area. The multi-colored VOIP icon should appear as shown below:

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Fast Remote Desktop Setup and Troubleshooting Guide 2010

You can also check the VideoOverIP service status by clicking the start button, typing “services.msc” in the “search programs…” field and pressing enter. You will see a list of services. Scroll to find a service named “VDIworksVOIPService”. Does it say this service is ‘started’ under the status column? To make sure everything is working fine fine, right-click click the service and select “Restart”.

I can’t connect my iPad to my PC! How do I troubleshoot? Generally, a few things will prevent a successful connection: rIP software was not installed on your PC 1) The VideoOverIP 2) The VideoOverIP software was installed, but is not running on your PC 3) You are attempting to connect your iPad to your Windows PC remotely (or over 3G) and you have not configured your router to properly forward the appropriate ports 4) You are not using the correct login credentials for the PC you are trying to connect to 5) Your iPad is not connected to a network, or has not obtained an IP address Here is how you can systematically verify that none of the above problems poses an issue with your setup.

How to download and install VideoOverIP host software for your PC You can obtain the VideoOverIP host software by visiting our website ((www.vdiworks.com www.vdiworks.com) and clicking the big green link in the middle of the page titled, “iPad users click here to download the PC installer for Fast Remote Desktop”. Once it’s downloaded, on Windows XP or Vista,

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Fast Remote Desktop Setup and Troubleshooting Guide 2010 simply double click to install. On Windows 7, right click the downloaded file and select “Run As Administrator” to install, as shown in the screenshot below:

How to verify VideoOverIP is installed and running Please see section titled, “How do I make sure that the VideoOverIP software is running properly on my Windows PC?“ above.

How w to properly forward ports to allow remote connections Please see section titled, “II want to connect to my home PC from a remote site, or using my iPad’s 3G capability. How do I configure my router to allow this? this?“ above.

How do I check if my iPad has connectivity and a valid IP address? For test purposes, we recommend you temporarily disable the firewall on the Windows PC and have the iPad and Windows PCs on the same network. Currently, are your iPad and Windows computers connected to the same network? In other words, are they “visible” to each other? Here is how you can tell. On your windows computer, please obtain your IP address (detailed instructions listed below). Once this is done, please follow these instructions to get the iPad IP address: ipad-ip-address/ http://tipsneeded.com/find-ipad Do they have the same first three set of numbers (e.g. 192.168.1 and 192.168.1). If not, it could be that your iPad is connecting via a network tthat hat does not have visibility to your computers. In this case, please configure your router to properly forward ports so that your iPad can connect to your Windows PC from an external network.

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Fast Remote Desktop Setup and Troubleshooting Guide 2010 I’m having an issue connecting to my Windows PC when my iPad is on an external WAN (e.g. AT&), and my Windows PC is on a local area network. What do I do? The reason for this is probably that the router which acts as a gateway to the network your Windows PC is connected to, does not have port forwarding set-up for VideoOverIP. For example, if your Windows PC is connected to a home network and you are using a router connected to a cable modem, then this router needs to forward the correct ports to your Windows PC so that an external connection can be made to your PC. Details of how to configure port forwarding are listed under the section titled, “I want to connect to my home PC from a remote site, or using my iPad’s 3G capability. How do I configure my router to allow this?“.

The VOIPService is not running, it does not appear to be installed at all, however the installer did not give any error messages. What do I do? VideoOverIP has been qualified with Windows 7 32-bit and 64-bit. You should not have a problem with installations on either version of this OS. It is possible that malware/antivirus applications or domain policies are preventing the installation, or that you do not have Administrator rights on your Windows PC to complete the installation. Here are some steps you can take to remedy this situation: 1) Do you have Administrator privileges on your Windows PC? If the software did not properly install on your system, we recommend you uninstall it (Control Panel->Programs and Features->Select VDIworks VOIP Host and click Uninstall), reboot and then reinstall it by *right clicking* the installer icon and selecting “Run as Administrator”. When you do this, you may be asked for the administrator password by Windows. Please provide these credentials, allow the install to proceed and reboot your machine once the installer has completed. The menu that appears when you right click the setup.exe icon is shown below:

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Fast Remote Desktop Setup and Troubleshooting Guide 2010

2) Once your machine has restarted please check to see if the colorful VOIP logo in the systray (lower right hand corner of your screen) is visible. If it is not immediately visible, please click the “up� arrow, which is usually the first icon in the systray. A panel will pop pop-up which should contain the VOIP logo. If it does not, that would indicate that VideoOverIP was not properly installed and is not running. If this is still the case, then your system may be on a Domain and Domain Security policies may be interfering with the install. Or, you may be running Anti-malware software oftware which is preventing VideoOverIP from completing a successful install. If the latter is the case, you can temporarily disable anti anti-malware malware and repeat Step 1 above. The red circle in the image below denotes the icon to look for:

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Fast Remote Desktop Setup and Troubleshooting Guide 2010 I’ve tried all the installation steps above, but the installation failure persists. How do I fix it? We would suspect some kind of interference on the part of an anti-virus, anti-malware or similar program. Here is how to get around this by manually installing the VideoOverIP service: Make sure you have attempted an install and the necessary files have at least been copied into the target folder. Please verify that the needed files are present in install folder (Program Files >VDIWorks->VDIWorks VOIP Host). This folder should contain the following executable files along with numerous other support files: 1. 2. 3. 4.

RDCServer.exe RDCGUISettings.exe RemoteLoginService.exe RDCServerAgent.exe

Once you have verified the presence of these files, you can use the following manual command line command to create the service on your host system: sc create RDCService binpath=(The path where VideoOverIP is installed i.e Program Files (x86)->VDIWorks->VDIWorks VOIP Host)\RemoteloginService.exe Displayname="VDIworksVOIPService" start=auto type=own type=interact

If the service already exists, please use the following command to delete it first, and then run the “sc create” command listed above to re-create. sc delete RDCService

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