School of Medicine Home > Dean's Office > IRT > IT Services > Desktop Support

• Machines built and maintained to the following SoM Specifications
• Standard Build
• Anti-virus software installed
• Auto updates set
• Remote access software installed and configured
• BigFix installed
• Join University windows domain (as appropriate / when scheduled)
• Lockdown procedures completed
• Applications loaded in standard locations (1)
• Data storage in standard locations (2)
• Text file on the desktop "IRTexceptions.txt" defines any necessary exceptions to (1) and (2).
  

• Windows and Office patches up to date, set to auto update daily
• BigFix installed
• Anti virus software installed, set to update daily
• Remote assistance software installed/enabled/configured
• SoM security lockdown procedures completed
• Applications loaded in standard locations
• Data stored in standard locations
• Exceptions to locations of applications or data recorded in a text file on the desktop ("IRT exceptions.txt")

• OS at 10.3 or later
• BigFix installed
• Anti virus software installed, set to update daily
• Remote assistance software installed/enabled/configured
• SoM security lockdown procedures completed
• Applications loaded in standard locations
• Data stored in standard locations
• Exceptions to locations of applications or data recorded in a text file on the desktop ("IRT exceptions.txt")

• Submit a HelpSU request at http://remedy-prod.stanford.edu/cgi-bin/helpsu2
• Each local support person should have a Remedy account
• If your group has not used Remedy previously, you may also need to request a queue (so the SoM Help Desk can send you help requests)

• Submit a HelpSU request to the BigFix queue
• Ask your department manager to send an email to tostroff@stanford.edu approving BigFix management rights to the machines in the department
• BigFix staff will follow up with you or the designated contact for information about the department, including the number of PCs to be managed, who will be the Console Operators, when and how you plan to start installing agents, relevant network information for identifying your machines on the network (IP address range, NT domain, AD membership, etc.)
• BigFix staff will then schedule your Console Operator training, and provide links and access to documentation, the installation files, and be available to answer questions and follow-up as needed

• Go to http://irt.stanford.edu/security/protecting/ and follow the suggested procedures

• Once your group has decided to migrate to the Stanford University windows domain, contact the IRT Data Center to have your migration scheduled.
• Data Center staff will meet with you to discuss the process.
• At the time of your migration, the following steps will be required:
• Remove all files that are personal and not Stanford related items off the server and desktops. This will help the migration process go faster.
• New server migration requires all users to login to their computers using their SUNET ID's. This means fewer passwords and logins to remember. Everyone must refresh or change their current SUNET ID password. Visit the link below to change password.
• Password Change: https://stanfordyou.stanford.edu
• Once logged in click on your SUNET ID on the right
• Then click on "CHANGE" next to "Password for SUNet ID"
• If you have locked yourself out please follow the link below to reset your password
• http://sunetid.stanford.edu
• "Click on Check status/ Reset password" Link and follow the steps.
• Perform these steps before the migration is scheduled. Failure to do this will cause longer downtime, in getting your computer working.
• Users will need to be present during the desktop migration to give access so drives can be remapped and profiles moved.

How to identify which profile is being moved, and to find and move files to the new profile

To identify which user profile is being used; have the user logon to the workstation as they normally logon. Press Ctrl, Alt and Delete. The User Logon Information is displayed:

Logon Information

You are logged on as Domain\User.

Logon Date: 10/20/2004 9:31:32 AM

• On computers running Windows 2000 and Windows XP, user profiles automatically create and maintain the desktop settings for each user's work environment on the local computer. The Local user profile is created the first time you log on to a computer and is stored on a computer's local hard disk. Any changes made to your local user profile are specific to the computer on which you made the changes.
  User profiles provide several advantages to users:
• More than one user can use the same computer, and each receives desktop settings when he or she logs on.
• When users log on to their workstation, they receive the desktop settings as they existed when they logged off.
• Customization of the desktop environment made by one user does not affect another user's settings.
• User profiles can be stored on a server so that they can follow users to any computer running Windows XP or Windows 2000 on the network. These are called roaming user profiles .

The My Documents, My Pictures, Favorites, Start Menu, and Desktop folders are, by default, the only folders displayed in Windows Explorer. The NetHood, PrintHood, Recent Local Settings, SendTo and Templates folders are hidden and do not appear in Windows Explorer.

To show hidden system profile files

Open the control panel and then open the Folder Options.

Click on the "View Tab".

 

Check the radio button: "Show hidden files and folders"

Uncheck the Box Hide Extensions for known file types.

Uncheck the box "Hide protected operating system files".

 

 

Answer "yes" to the dialog box.

To copy a user's profile:

Have the User logon to the Stanford.Edu(Kerberose Realm) to create the new default user profile.

Logon to the workstation as local administrator.

Copy all the files in the user's old profile to the new profile.

User profiles are stored at: C:\Documents and Settings\$UserProfile.Domain

Logoff as Local Administrator, Have the user log on with their SUNet ID in the Kerberose Realm. Check the My Documents, My Pictures, Favorites, Start Menu, and Desktop folders.

Test Printers and Mapped Network Drives.

Remote Assistance is a technology in Windows XP which enables Windows XP users to help each other over the Internet. With this tool, one user, called the "Expert," can view the desktop of another user, the "Novice." With the Novice's permission, the Expert can even share control of the Novice's computer to resolve issues remotely.

Sending a Remote Assistance Invitation

1.	Open Help and Support Center by clicking Start , and then clicking Help and Support .
2.	Under Ask for Assistance click Invite a friend to connect to your computer with Remote Assistance .
3.	The Remote Assistance page is displayed. Click Invite someone to help you .
4.	There are three available options for sending the Remote Assistance invitation: Windows Messenger, email, or saving the invitation as a file. Choose one of the three options, and then follow the directions. With the email or Save as Invitation methods, the Novice will be given the opportunity to protect the session with a password. The Novice must also select a time period when the invitation will automatically expire. The Novice can expire any invitation at any time by clicking the View invitation status link on the Remote Assistance page that is referred to in Step 3.
5.	When the Expert receives the invitation, the Expert is prompted for the password which the Novice set. After supplying this password, the Expert can initiate the Remote Assistance session.
6.	After the Expert initiates the session, the Novice's computer verifies the password that the Expert entered.
7.	The Novice's computer also checks to make sure that the invitation that the Expert used is a valid invitation and that the invitation is still open.
8.	If the invitation is open and the password is correct, the Novice receives a notification stating that the Expert wants to start the session now and the Novice is prompted to start the Remote Assistance session.
9.	If the Novice chooses to start the session, the Remote Assistance Novice chat dialog box will open on the Novice's computer and the Remote Assistance Expert console opens on the Expert's computer. At this point, the Expert can see everything on the Novice computer, in real time.
10.	The Expert can request to take control of the Novices computer at this point by clicking the Take Control button on the Expert console. This sends a message to the Novice's computer notifying the Novice that the Expert is requesting to take control of the computer. The message provides the following three methods by which the Novice can stop the Experts control of their computer: Press the ESC key. Hold down the CTRL key, and then press the C key. Click the Stop Control button next to the Novice's chat window.
11.	If the Novice chooses to give control of the computer to the Expert, the Novice and the Expert share control of the keyboard and the mouse. It is best if the Novice does not move the mouse or type when the Expert has control because the session responds to both users inputs, which causes the mouse to behave erratically. If the Novice stops control, the Remote Assistance session continues and the Expert can still see the Novice's desktop.

Overview of Methods for Sending the Invitation

Email

Remote Assistance can help the Novice compose an email to send to the Expert. The email contains an attachment with the invitation. When the Expert opens the attachment, they are prompted for a password, providing that the Novice specified a password, and the process continues as explained in the "Sending a Remote Assistance Invitation" section.

Remote Assistance uses the e-mail client that is specified in the Programs tab of Internet Options . If an e-mail client has not yet been configured, Remote Assistance attempts to help the Novice configure it. To change the e-mail client that Remote Assistance uses, in Control Panel, double-click Internet Options, and on the Programs tab, change the e-mail setting to the e-mail client of your choice.

Remote Assistance uses Simple Mail Advanced Programming Interface (Simple MAPI) to help the Novice compose an email. Some e-mail clients to not support Simple MAPI and do not appear as an option in the Internet Options Control Panel program.

Save invitation as a file

•  If the Novice's e-mail client does not support Simple MAPI, or if the Novice wants to use another means by which to transport the invitation file to the Expert, the Novice can choose to save the invitation as a file.

This option allows the Novice to save the same file that would be created and attached to an email automatically to be saved to their local drive or to a network share. The Novice can then attach this file to an e-mail message by using an e-mail client that does not support Simple MAPI, or the file can be transferred on a network share, a floppy disk, and so forth. When the Expert receives the file, they can double-click it to open the invitation and start the Remote Assistance

Client Installation

Installing Remote Desktop is straightforward. You have two packages: admin and client. You'll put the administrator package on your machine and everyone else gets the client software. Once everything is installed on the client side, you'll see the Remote Desktop icon in the System Preferences window.

Figure 1. Locating the Remote Desktop icon in the System Preferences window

Click on Remote Desktop, and then click on the Sharing... button to configure the software.

Figure 2. Configuring Remote Desktop on the client machine

In the Sharing window, click on the Services tab and check the Apple Remote Desktop checkbox. This will start the Apple Remote Desktop service so the administrator (which is most likely you) can remotely manage this Mac using the IP address shown at the bottom of the screen (see Figure 3). Click on Access Privileges to determine the account that the administrator will use. Check the Show status in menu bar checkbox to display the status of Apple Remote Desktop on the menu bar.

Figure 3. Enabling the Remote Desktop service on the client

You can then select the user account to allow for monitoring. You can also refine the permissions for each user, such as the ability to let the administrator delete items, send text messages, etc. (see Figure 4). Click on OK to continue.

Figure 4. Providing access privileges to certain user accounts

That's it! The client setup is completed. One last thing to note is that the client can send a message to the administrator when that machine is being monitored (see Figure 5).

Figure 5. Sending a message to the administrator

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