[[faq:install_remote_support_software]]

24.02. Instructions for installing remote support software

Over the years we have used a number of applications for providing remote support to clients. As of writing this (April 2019) TeamViewer is the software that we use.

The steps that need to be followed on the host (your) computer are:

  1. Get the following three files on to the host computer.
    1. TeamViewer_Host.msi
    2. TeamViewer_Settings.reg
    3. Install in New - RUN AS ADMIN.bat(or other if provided by Sustainable Solutions)

      For convenience, we have zipped up these three files and they can be downloaded from here: http://www.msupply.org.nz/files/Teamviewer/Teamviewer_Support_deployment.zip You must extract the files from the ZIP file before following the instructions in step 4 below.

  2. Rename the host
    • It's a good idea to change the host Computer Name to something that we will recognise before the running the TeamViewer MSI package (Control Panel > System and Security > System > Advanced system settings > Computer Name > Changeā€¦). A name that reflects the site and / or user would be useful.

      The Computer description is NOT the Computer Name.

  3. Uninstall any existing TeamViewer installation if it is older than v14.1.
    • Public instruction from TeamViewer states that older versions of TeamViewer must be uninstalled before installing this version. If possible, please do this. However, it has been found that the TeamViewer Host package can be successfully installed on top of any version of TeamViewer. It may result with multiple TeamViewer entries in the installed programs list, which is messy, and may result in long-term issues. You have been warned.
    • It is safest to uninstall TeamViewer before installing the new TeamViewer Host.
  4. Execute the batch file As Administrator - refer to method 3 of 9 ways to run programs as administrator in Windows.
    • You must execute the batch file As Administrator. It will not work unless you do.
    • It is not enough to be logged in to a Windows Administrator account and run the batch file 'normally'.

The Teamviewer Customised Host window should appear on the host screen:

If the above window does not appear, the full installation has not completed. It definitely helps to run the batch file with a reasonable internet connection. If the internet connection is not good enough, then some or all of the actions in the batch file will not complete. If that happens, please re-run the batch file (as Admin) when the internet connection is better.

Advise Sustainable Solutions once you see this and they will then be able to confirm that remote access is operational.



  • Last modified: 2019/10/28 21:17
  • by Emily Porrello