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FAQ
 

Frequently Asked Questions  

This Q&A is only here to answer the (actual) most common questions we get everyday. It is intended only to reflect the facts and hopefully clear up any confusion. If you have any further questions please contact us.

 

  

        

Does XTECH 24/7 work with Microsoft Windows Vista?

Yes! It runs as an application on Vista but doesn't
support all of Vista's advanced graphics modes yet.

            

        

What if I need to change my IP address or port number?

If you need to change your IP address, DNS, DDNS simply rebuild your customer module with the new address and port number.

If you use web based configuration files, you can update them with your current IP address and port anytime you wish or if you use a DDSN service such as no-ip.com or dyndns.com, you simply update the address at their website.

    

        

What if I want to change may password or other options?

If you want to change your password or wish to add or remove any other feature simply rebuild your customer module with the new password or options supported by your package. Note: If you change your encryption you will need to ensure none of your customers try to connect with the old customer module.

   

        

Can all of my technicians use the same public address and port?

Yes! The XTECH 24/7 reverse proxy software supports Relay and Redirect Mode which lets all of your technicians and instructors customer modules use the same public IP/DNS/DDNS address and the same public port even if they are at different locations and on different networks around the world. This is important to allow all of your technicians to use port 443 or port 80 for better customer firewall penetration.  It's also useful if you have a limited number of ports you can forward in your NAT router or firewall and provides less risk to your network by reducing the number of ports left open.
All technician stations can use the same public address and port simultaneously!

           

        

What is Forced Reboot / Emergency Reboot?

Forced Reboot aka Emergency Reboot allows you to force a remote system to reboot if it is not responding to mouse or keyboard inputs or if the remote desktop has crashed. After the system reboots, it will automatically reconnect back to your technician before the logon prompt if running with administrative rights
 
Caution: This will force applications to close or terminate them which may result in loss of application data so only use this in an emergency.

      

        

Does XTECH 24/7 work with terminal services or remote desktop?

Yes! The XTECH 24/7 viewer and XTECH 24/7 reverse proxy software will work in a Terminal Services / Remote Desktop connection session without sacrificing any functionality or features.

      

        

Does XTECH 24/7 work with Microsoft Small Business Server (SBS)?

Yes! XTECH 24/7 will allow you to support customers that are behind a Microsoft Small Business Server (SBS) or Microsoft Internet Security and Acceleration Server (ISA) as long as you use port 443, port 80 or another port that is not blocked to outbound connections.

            

        

Does XTECH 24/7 work with the Windows XP Personal Firewall?

Yes! The XTECH 24/7 customer module (server) automatically configures the Windows XP Internet Connection Firewall (ICF) to allow the server to connect to the remote technician without disabling it's firewall protection with no prompts or input required by the technician or the customer. This is important since the built-in firewall component of Windows XP is turned on by default by the Windows XP Service Pack 2 (SP2). The original firewall configuration is automatically restored with no input required by the technician or the customer when the session is ended and the customer's system is never exposed to the internet without firewall protection. This is just one of the many industry firsts XTECH 24/7 offers.

      

        

Does XTECH 24/7 work in Safe Mode?

Yes! It works in safe mode and you can even re-boot the remote system into safe mode and it automatically re-connects back to your workstation before the logon prompt allowing you to remove spyware, viruses and troubleshoot Windows hardware drivers even if the customer is away from their computer.  This is just one of the many industry firsts XTECH 24/7 offers.

A picture is worth a thousand words so click the image below...

Safe Mode       (click to enlarge image)       Safe Mode
DualDesk works with Windows running in Safe Mode
XTECH 24/7 works with Windows running in Safe Mode

   

        

Is Windows Administrator rights required to run XTECH 24/7?

No! Windows administrator rights are NOT required. It works even if the remote user is logged on to Windows with a "Guest" account with no privileges to create folders or write to the registry.

Advantig DualDesk remote-control PC software self installs and establishes a connection automatically before the logon prompt. The technician can see and operate the customer's computer almost the same as sitting in front of it!

However, when running in such a restrictive environment, XTECH 24/7 will not be able to auto-connect on reboot and logging off the user will terminate the service.

    

        

Can I have multiple technician stations in a single support file?

Yes!  You have several Multi-Technician modes allowing you to place a single link on your website for any customer to connect to any support person. The customer downloads a single support file for unlimited technician stations, The technician number is selected by the customer via a dialog box or web based configuration or the parameter can be passed on the command line for use in scripts or other programs. To avoid scrolling through long lists of names, it simply asks the remote customer for the technician number or name of the technician to connect to. This allows you to have hundreds or thousands of technician stations in a single customer module. If you pass the technician parameter on the command line, it will not prompt the customer. This does not present a prompt after installation, re-boot or logoff/logon..
.

       

        

Can I use XTECH 24/7 if I don't have a static IP address?

Yes! Dynamic DNS Providers - You can use a dynamic DNS provider such as the free, No-IP.COM or DynDNS.org that are supported by most new broadband routers to allow your customers to connect to your dynamic IP address using a static DDNS name or forward it to a temporary location no mater where you are. You simply update the IP address of your No-IP.com or DynDNS URL by clicking a link on the no-ip.com or dyndns.org website or you can keep it updated automatically by running the no-ip DUC program or using the DDNS update function built-in to many broadband routers.
 
You can also use web based configuration files and auto-update them with your current IP address.

   

        

Do you sell a Remote start program for XTECH 24/7?

No, we don't sell one, there is one provided free called RemoteStart and runs as a system service so no user has to be logged in 

RemoteStart can only be used with XTECH 24/7. Use with other programs is not permitted and may give unexpected results.

RemoteStart is used to support customers that require after hours maintenance and service. It initiates the XTECH 24/7 session remotely for unattended workstations
and servers. It can be installed or removed remotely via a XTECH 24/7 remote support session or while on-site.

Installing and uninstalling RemoteStart is quick and simple. It can be installed in less than a minute and uninstalled in less than 5 seconds.

RemoteStart will install and run as a system service then check every two (2) minutes for your support request. If it is not able to run as a service it will not install.

RemoteStart v2.0 is now automatically included free in all trial versions as well as all purchased versions of XTECH 24/7 so you no longer have to download it separately.

XTECH 24/7 also has a built-in Delayed Connect feature which is less flexible but more secure,  and preferred by most remote customers. It requires the remote customer to initiate each session first, then you dynamically signal it to connect at a later date or time when you are ready to begin.  You can reboot the remote computer, log off/on switch between safe-mode and normal boot but once you have ended the session and uninstalled the software, it's over, you cannot start it un-invited.  This is not the same as Remote Starting which can be initiated at anytime without the customer's knowledge.

     

        

Does XTECH 24/7 trigger XP Data Execution Prevention (DEP)?

No! XTECH 24/7 does not trigger DEP.
 
We recommend running DEP at it's highest setting (see note below) to help prevent damage from malicious programs.

Understanding Data Execution Prevention

Data Execution Prevention (DEP) helps prevent damage from viruses and other security threats that attack by running (executing) malicious code from memory locations that only Windows and other programs should use. This type of threat causes damage by taking over one or more memory locations in use by a program. Then it spreads and harms other programs, files, and even your e-mail contacts.

Unlike a firewall or antivirus program, DEP does not help prevent harmful programs from being installed on your computer. Instead, it monitors your programs to determine if they use system memory safely. To do this, DEP software works alone or with compatible microprocessors to mark some memory locations as "non-executable". If a program tries to run codeómalicious or notófrom a protected location, DEP closes the program and notifies you.

Is it safe to run a program again if DEP has closed it?

Yes, but only if you leave DEP turned on for that program. Windows can continue to detect attempts to execute code from protected memory locations and help prevent attacks. In cases where a program does not run correctly with DEP turned on, you can reduce security risks by getting a DEP-compatible version of the program from the software publisher. For more information about what to do after DEP closes a program, go to http://support.microsoft.com/kb/875352 

Note:
By default, DEP is only turned on for essential Windows operating system programs and services. To help protect more programs with DEP, select Turn on DEP for all programs and services except those I select.

      

        

Can I use XTECH 24/7 from alternate locations such as hotels?

Yes! Here are several methods you can use.
  • The easiest way is to use the XTECH 24/7 Repeater (included) which will let you and your customers connect outbound from your location so neither of you do not have to deal with opening firewall ports.
     
    XTECH 24/7 Reverse Proxy - This simple to use Windows 95/98/NT/2000/XP/2002 based software solution is included in XTECH 24/7 for free. It acts as a connection repeater, redirector, proxy or gateway. You only need to forward 2 ports through your company or residential firewall/gateway/proxy to one machine, one for inbound XTECH 24/7 Viewer connections and one for inbound XTECH 24/7 Server connections. This will allow you to connect to up to 20 customers simultaneously with XTECH 24/7 from outside or inside your network or from an off-site location. You can have more than one instance of the repeater running if you need to allow more than 20 multiple connections simultaneously. If installed outside your company firewall or port forwarded to, it will allow you to connect to XTECH 24/7 from behind host firewalls that you do not have administration privileges to, such as those in hotels, convention centers and satellite networks. This is a good short-term solution for technicians that primarily provide support from inside the company network and do not want the expense or security risks of setting up a dedicated hardware VPN gateway that gives full access to your internal network. Since both the XTECH 24/7 Server and XTECH 24/7 Viewer only allow outbound connections, your network security is maintained.
     
    You can setup the repeater at your home or office and open ports to the repeater as you would normally do with the viewer. You connect out to the repeater using your XTECH 24/7 viewer from a hotel or company firewall where you don't have access rights to configure the firewall. If you are using a dynamic DNS provider (DDNS) in this situation, you would leave the dynamic DNS (no-ip.com, dyndns.org, etc.) address pointing to your repeater address back at your home or office. The customer module and your viewer both connect outbound to the repeater, so there is no need to open ports on either end.
     
    When you are back at the location where the repeater is and want to connect directly and not use the repeater, you simply close the repeater and run the viewer in listen mode as normal, the customer simply presses the "skip" button at the (optional) ID code prompt when they run the customer module and it connects outbound directly to the technician's listening viewer. This makes things much simpler since the same customer module is dual-compatible with both viewer mode and repeater modes without running separate customer modules.
     
  • Hardware VPN Appliance / Router / Gateway - If you're going to be providing support primarily from alternate locations, the best long-term solution is to install a dedicated VPN gateway device such as those from Netscreen, Cisco, SonicWALL and Avaya. Prices range from about $50 to $4500 or more depending on brand and sophistication of the device. If you only need a few concurrent VPN connections, you may already have a firewall or router with VPN capabilities, such as the Linksys, SMC Barricade, D-Link, NetGear or Netopia broadband routers that might satisfy your needs. A good VPN server is all you need to connect to and receive any XTECH 24/7 connection from/to any other XTECH 24/7 almost anywhere in the world. Simply setup the VPN capable router or firewall to forward port traffic to the VPN connection the same way you would forward a port to any other computer on your network, then establish a VPN connection to the device from the Windows machine you are providing support from and you're done.
     
  • Software based VPN using the Built-in Windows 2000 / XP VPN Server, OpenVPN and/or SSH or Putty - If you really want or need to use VPN and don't want to buy a hardware VPN appliance or router, both Windows 2000, Windows XP and Windows 2003 have the built-in capability to act as VPN server or VPN client and the free OpenVPN, SSH and SCP and Putty for Windows 9x, NT, ME, 2000 and XP allows you to port forward secure sessions Below are links to some excellent step-by-step instructions and documentation on setting up the services.

    OpenVPN
    Bob Cerelli's Windows Site
    SSH & SSC By John Fitzgibbon
    Microsoft Corporation 

   

        

Is XTECH 24/7 Secure?

Yes! The XTECH 24/7 session must be initiated by the customer unless you pre-install the XTECH 24/7 RemoteStart utility. XTECH 24/7 does not accept inbound connections so no one can can access or initiate access to the customer's computer remotely. XTECH 24/7 uses industry standard end-to-end RC4 encryption to ensure data security, plus the data stream of XTECH 24/7 is compressed. To decode the data, a hacker would need to obtain the encryption key, have knowledge of when the session was happening, have access to the stream of data and then know how to decode the compressed stream before they would finally be able to see the session. This would be very difficult.

The XTECH 24/7 Server and XTECH 24/7 viewer uses optional end-to-end MS RC4 Stream Encryption. You have the option of using 40 bit, 56 bit or 128 bit key encryption so your sessions are secure. Unlike similar software, XTECH 24/7 does not allow inbound connections that hackers can exploit. The XTECH 24/7 Server is not capable of allowing inbound connections and the XTECH 24/7 Viewer does not provide server privileges to the technicians machines, even with the XTECH 24/7 Viewer in listen mode, permission from the technician (physically clicking the the accept incoming session button) is required before any connection is established. This helps maintain internal security on both ends, your network security is maintained.

      

        

Can the XTECH 24/7 Proxy relay connections into my network?

Yes but only if you enable it. For security we recommend using the default option of OFF unless you specify the internal workstations to allow. If you specify a list of acceptable relay destinations it will not allow connections to be relayed to any other internal address. For security, it only allows connections between the XTECH 24/7 viewer and XTECH 24/7 customer (server) modules any other connection methods are rejected.

       

        

Do I need a website to use XTECH 24/7 for customer support?

NO!  You can email the customer support module to your customer or send it to them on CD, floppy disk or other removable media. The only requirement is you and your customer must have internet access to establish a connection.
 
However, if you use web based configuration files or the delayed start option, you will need a website since these features were designed to be used primarily by PHP/ASP/Perl/Java/CGI powered web pages but the files can also be uploaded via FTP.

    

        

Does XTECH 24/7 need 3rd party services to establish a connection?

NO!  XTECH 24/7 uses direct point-to-point communications initiated by the remote computer to connect directly to your support technician's computer.  It runs entirely on your own Windows based desktop computers and there are no 3rd party services involved so you retain full control of the service as well as the costs. Even if you use web based configuration files or the delayed start feature, the file will be stored on your own website.

    

        

Will XTECH 24/7 work over a modem connection?

Yes it does, it's ultra-small 264 k file download size and fast screen updates makes it the smallest and fastest solution available. Our goal is to get the code optimized even further in the near future.  Our nearest competitor's products are almost twice the download file sizes and XTECH 24/7 has more features and speed than competing products.

        

How do I setup port forwarding on my Firewall, NAT Router or Gateway?

Visit the website for the manufacturer of your device or go to http://www.PortForward.com and check out their impressive list of step-by-step instructions for various manufacturers of firewalls, routers, network address translators and broadband gateways as well as information on common ports, tricks & tips and more. 

     

        

How do I listen on port 443 and use Internet Information Services (IIS)?

By default, IIS binds to port 443 even when SSL isn't in use on the web
server. Here are two methods for changing bindings to the SSL port:
  • Install an SSL certificate, change the port value used in the Internet
    Services Manager, then remove the certificate.
     
  • Change the binding by using the Microsoft MetaEdit utility.

Contact us if you need more information.

    

        

XTECH 24/7 contain any SpyWare or Adware?

NO! XTECH 24/7 does not contain any adware, spyware or malware. Below is the test results posted by McAfee.

Outgoing Connection - XTECH 24/7

In our tests, this download was free of adware, spyware and other unwanted programs.

Nuisance Score

After downloading and installing Outgoing Connection - XTECH 24/7 on a fresh Windows XP machine, we checked our computer for programs some people would consider adware, spyware, or other unwanted software. We did not find any such software. Outgoing Connection - XTECH 24/7 earned a nuisance score of 0.00.

.Contact us if you need more information.

   

        

Is XTECH 24/7 CPU intensive like other remote control software?

No, XTECH 24/7 requires very little resources.  Here is a screen capture of CPU usage captured remotely via XTECH 24/7 while XTECH 24/7 was in use on a remote system. This includes all the processes running on the system including the screen capture process itself.

        

Do I have to uninstall existing software to use XTECH 24/7?

No, XTECH 24/7 can run on the same machine as an existing installation of other remote control software and can even be used to remote deploy, configure and install other remote-control software and setup and remotely configure hardware and software firewalls and NAT routers that would normally require on-site installation of other products.  It peacefully co-exists and can be run at the same time as other desktop sharing software including PC Anywhere, GoToMyPc, GotoAssist, WebEx, NetOp, RemotelyAnywhere, Microsoft Terminal Services, Desktop Sharing, RAdmin, TridiaVNC, UltraVNC, TightVNC, RealVNC etc. as long as they use different ports. 

        

What if a new version of XTECH 24/7 is released?

Upgrades are always free for non-customized editions (Lite, Expert and Professional editions) so if a new version of XTECH 24/7 is released, you simply download and install the updated version at no charge. Customized editions (Executive, Corporate and Enterprise editions) must be requested and a reprogrammed fee may be required.  

 

        

Can XTECH 24/7 be configured to allow inbound connections?

NO! Absolutely NOT, to do so would be a huge security risk!  XTECH 24/7 was designed from the ground up to increase security by specifically not allowing inbound connections as it serves no useful purpose since the server always connects outbound to the viewer and always re-connects if the connection is lost or the computer is rebooted. Unlike similar on-demand software, XTECH 24/7 does not allow inbound connections that hackers can exploit.  The customer cannot change the XTECH 24/7 server settings to allow inbound connections since there are none to change.  If you need to allow inbound connections, we recommend using VPN or installing a full featured remote control package with maximum security features enabled and change the passwords often.

     

        

Why is XTECH 24/7 so much smaller than other remote control software?

XTECH 24/7 is designed by us for our own technicians to support our own remote customers. It is optimized for speed and size using proprietary compilers and macro assemblers. We don't sub-contract or outsource XTECH 24/7 development, our full-time programmers work in-house alongside our own technicians and engineers so they understand the importance of small, fast remote support and make a team effort to keep the code as small and tight as possible. The XTECH 24/7 product you buy is the same XTECH 24/7 product our own technicians use. It takes more time to develop optimized code but the results are well worth the effort

    

        

Is the IBM OS/2 version of XTECH 24/7 still available?

No, IBM ended support for OS/2, all of our banking and retail customers switched to Windows 2000/XP or Linux and the demand for an OS/2 version was rare so December 31, 2001 we ended it's development. 

   

        

Is there a Linux/FreeBSD/Unix version of XTECH 24/7 available?

No, there is a Linux version of XTECH 24/7 in development and is currently in beta testing but no public release date has been projected.

        

What script or programming language does XTECH 24/7 use?

Unlike competing products, XTECH 24/7 is not script or batch file based and does not require using a batch file, winscript or setup installer to launch the program. It is a stand-alone executable program compiled from source code written in several different programming languages. The XTECH 24/7 server, viewer and remote installer is written in database driven Advantig Assembler v14.1 (*.asm) and Advantig C# Plus v14.2 (*.csp, *.c#p) cross-platform compiler (both were developed by Advantig for in-house development of storage limited devices). The XTECH 24/7 Repeater is written in Watcom C++/Fortran v11.0 (*.c). Other portions of the program (DSM encryption plug-in) are written in Microsoft Visual Studio .NET 2003 Enterprise Architect (*.c, *.cpp).

 
XTECH 24/7
Calgary, AB
Tel: 403.681.8075
Lan: 403.668.4442
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