LANDESK Remote Control

Gateway mode

  1. Get the computer name
  • Open Command Prompt (cmd.exe)
  • Click on ‘Start’ > search “cmd” > and press enter.
  •  Type in “hostname” to display the computer name

*provide the technician with the computer name (example, RANDSMFTW1-PC)

  1. Is the computer on-campus or off-campus?
    • On-campus computers – proceed to step 3
    • Off-campus computers (including the hotel) – go to step 4
  1. Check if Landesk is installed

                                         

Figure A – Windows7                                    Figure B – Windows10

  • Towards the bottom right corner, click on the triangle (or carrot in Windows 10) to show hidden icons
  • Right click on the remote control icon and select “Status…”
  • A LANDESK Remote Control window will pop up.
  • Make sure it is set to “Gateway mode”

If Landesk Remote Control is in direct mode, click “Switch Mode” to set it to Gateway mode

  1. Off-campus (and hotel) computers: use the ‘On demand’ client
  • In a web browser, go to https://auxldgtwy.usc.edu/client/index.php
  • Click on “Cloud Services Appliance Utilities”
  • Click on “Install now” to download the file. Run the file to start the Remote Assistance Client.

  • If Windows Firewall message pops up, allow the program access.(This part only works with personal computers. Auxiliary Services computers will require admin.)

  • When the technician tries to connect to your computer, a notice will pop up. Click on allow access.

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Direct mode (AS IT devices)

  • Check if Landesk is installed.

  

 Figure A – Windows 7

 

 Figure B – Windows10

 

    • Towards the bottom right corner, click on the triangle (or carrot in Windows 10) to show hidden icons
    • Right click on the remote control icon and select “Status…”
    • A LANDESK Remote Control window will pop up.
  • Make sure it is set to “Gateway mode”
  •  If Landesk Remote Control is in direct mode, click “Switch Mode” to set it to Gateway mode

 

  • If it is in Gateway mode, click on “Switch mode” to set it to Direct mode. Provide the IP address of computer.                                           
  • When the technician tries to connect to your computer, a notice will pop up. Click on allow access.

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