When receiving support for PaperCut, having a remote connection to your server is often the quickest way to resolve an issue. This will allow our developers to check your setup and resolve complex issues, and is especially preferable where several rounds of email or lengthy phone conversations would normally be required.

Remote support is available to PaperCut customers with premium support.

Remote support for Windows platforms

For remote support on Windows platforms we have a downloadable utility that allows remote administration of your desktop when run. To receive remote support on Windows platforms:

• Organize a time for remote support.
• Download the remote support utility here.
• Run the utility.
• Press Connect.

This will initialize a remote administration connection to your desktop, allowing PaperCut support staff to control you system. There is no need to allow incoming connections at your firewall / proxy, but an outgoing connection should be allowed on port 5601. You may break the connection at any time by closing the utility.

The remote support utility is a customized version of the open source PcHelpWare software.

Remote support for Mac and Linux platforms

Providing a temporary SSH login with root access is sufficient for remote support of Mac and Linux platforms.

Categories: Support