Remote Support via TeamViewer Client

In an effort to improve customer support for our products that are software based and operate under Microsoft Windows®, Aeroflex has sought a solution that will allow us to work directly with customers on their instruments in situ. In order to fill this need we have started using Team Viewer. Naturally, we expect you will have questions about this program before loading it on your computers. The following is an attempt to answer these questions.

Q. What is TeamViewer™?
A. TeamViewer is a third party software product that allows support personnel to remotely monitor and, with the owner's permission, control a computer anywhere in the world provided it has internet access. More information about this product can be found at http://www.teamviewer.com/en/index.aspx.

TeamViewer has a number of components; the one you would be using would be the Quick Support Client. This client requires no license and no installation. It does not require any access privileges beyond those of the typical user; you simply download it and run it.

Executing the client initiates a connection that you invite Aeroflex to complete and generates a password. This connection cannot be completed without entry of the password. Once the connection is completed the Aeroflex support engineer will be able to observe your desktop. If helpful the support engineer can request permission to control the machine, this permission is at the discretion of the customer initiating the connection.

Q. Why did Aeroflex choose TeamViewer.
A. Aeroflex sought a product that would maximize customer network and machine security while minimizing customer hassles in establishing remote sessions. The TeamViewer Quick Support client is very easy to use. Simply double-click the icon and you will be presented with the dialog window shown below. Call Aeroflex Product Support with the ID and password and we complete the connection. The only requirement is a working connection to the internet.

Once the connection is established, TeamViewer allows file transfers via FTP if required so there is no hassle with sharing logs, etc. Remote control is enabled/disabled with the click of a single button.

“Installation” is also simple. Because the Quick Support client is a stand-alone executable there is no installation required. Consequently Administrator privileges are also not required. Simply put the small executable anywhere that is deemed convenient, e.g. the desktop or a flash drive, and double-click to run.

Q. Is it secure?
A. Yes, security is very important to us because we know it is important to you. You can find complete information about the software’s security at http://www.teamviewer.com/en/products/security.aspx. The following points are given for quick reference.

  • 256-bit AES session encryption supported
  • A new password is generated with each new session
  • Customer can disable remote control at any time
  • Customer can terminate the connection at any time
  • File transfers, uplink or downlink, require manual confirmation.
  • Full session logging supported on the accessed machine.
  • It is not possible to invisibly control the computer
  • All program files are secured using VeriSign code signing technology
  • Aeroflex cannot initiate a connection, session establishment is always initiated by the customer.

Q. I have other questions; where can I get them answered?
A. You can call us at (800) 835-2350, or you can e-mail us at {aicontactsafelink text=Request Support|pf=6|use_css=1|aics_subject=Americas Remote Support Request}

Q. This sounds good, how do I get started?

  • Start by downloading the client zip file via the link at the bottom of this page.
  • Extract the executable file to you desktop (or wherever you prefer.)
  • Double-click the executable to run it
  • Follow the simple instructions in the user interface.

Download our TeamViewer client to get started - 7/14/2011

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