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Remote Desktop Support Session

Remote Desktop

Purpose

We understand that not all of our customers are IT professionals and some may find it difficult and frustrating to find versions, settings and information that our Support representatives need to diagnose and resolve issues. For this reason we can offer a Remote Desktop Support Session to quickly troubleshoot issues and collect the required support information on your behalf, while you watch on your screen. This can eliminate customer frustration and can dramatically reduce the time to identify and resolve your issue.

Scope of Service

To troubleshoot and identify issues preventing correct or expected performance of the Fujitsu Scanner Product and its associated software.

The Support representative will only perform the following scope of work during a Remote Desktop Support Session, as appropriate:

  • Checking or adjusting Scanner Driver Settings (e.g. TWAIN, ISIS or Kofax VRS)
  • Checking or adjusting Fujitsu Scanning application settings.
  • Checking versions of Scanner Drivers and Scanning applications.
  • Checking Lifetime Scan count and Consumable Scan count.
  • Checking or adjusting settings in the Fujitsu supplied “Software Operator Panel” utility.
  • Checking Operation System version and service pack revision.
  • Uninstallation or Reinstallation of Fujitsu supplied Scanner Drivers, Software and utilities.

Security

  • This service provides a secure connection between the PC of the support agent and the PC of the customer.
  • A connection can only be made after the customer has received an on-screen prompted asking for permission to connect with the options “Accept Connection” or “Decline Connection”.
  • The customer must select “Accept Connection” for the secure connection to be established.
  • After the secure connection has been established, the customer will see his on-screen mouse pointer moving as the support agent opens scanner settings and performs the troubleshooting.
  • The customer can terminate the connection at any time by pressing a disconnect button that is available on screen during every connection.

Teamviewer screen grab

 

  • The service uses the following security measures:
    • Secure HTTP Tunneling (HTTPS/SSL)
    • RSA 1024Bit Encryption
    • AES 256 Bit Session Coding
    • As an additional security feature the software is signed using VeriSign Code Signing.
    • Due to this the publisher of the software can always be reliably identified.
    • Full UAC support (Windows®, Vista® & Windows® 7)

Disclaimer

By requesting or accepting a remote desktop support session from our support representative you accept responsibility for any changes made to the computer’s scanner software and scanner driver software. If you are not the owner of the computer equipment we recommend that you seek permission from your IT Administrator.

Under no circumstances will the support representative change core operating system settings, security/permissions settings or any other settings, applications or software not listed above.

Before requesting or accepting a remote desktop support session we recommend you exit any applications that contain personal or confidential information.

Fujitsu or its support representative is not liable for any technical issues or loss of any data before, during or after a remote desktop support session. Nor do we guarantee that a remote session will resolve any technical issue.

Technical Requirements

  • Microsoft® Windows® (XP, Vista, Windows 7, Server 2003, Server 2008)
  • Mac® OSX 10.4 or higher
  • Internet access from the computer

Software used

More information about this software can be found on the website:

http://www.teamviewer.comOpen a new window.

A security statement for this software can be found at:

http://www.teamviewer.com/en/products/security.aspxOpen a new window .

A list of corporations that use TeamViewer can be found here:

http://www.teamviewer.com/en/company/references.aspxOpen a new window .

The TeamViewer logo and trademarks are respected trademarks of TeamViewer GmbH. Microsoft® and Windows® are respected trademarks of Microsoft Corporation. Mac® is the respected trademark of Apple Inc.