Introduction to the Computers
The Computers screen shows all the computers you have added to Teramind, when they were last seen, online counts, currently online users/agents, IP addresses, operating systems, client (Teramind Agent) versions, and FQDNs (Fully Qualified Domain Names).
Note: if you do not see a column, click the Settings (Gear) button near the top-right corner of the report to enable it.
Accessing the Computers Menu
1. Click the COMPUTERS menu to access its screen.
Remote Installing the Teramind Agent
This option is only available on Teramind On-Premise and Private Cloud deployments.
1. Click the REMOTE INSTALL AGENTS button near the top-right corner of the screen. You will be taken to the Remote Agent Installation screen where you can deploy the Agent remotely.
Check out this article, Using the Built-in Remote Installation Dashboard to learn how to use this feature for On-Premise deployments.
Cloud customers can also remotely deploy the agent using other methods. Check out this article, How to install the Windows Agent remotely (Cloud) to learn more.
Computer Action Menu
You can perform various actions such as enable/disable monitoring, enable offline notifications, update the Agent, etc.
1. Click the check marks in front of the computer names to select computers.
2. From the top-left corner of the screen, select the action you want to perform. You can choose from the following actions:
Enable Monitoring: enables monitoring on the selected computers.
Disable Monitoring: disables monitoring on the selected computers. On the Revealed Agent, the user will not be able to log in if you disable the monitoring. If they are already logged in, they will be logged out immediately.
Delete: Delete / remove a computer. Note that, when you delete a computer, it is not permanently deleted, just hidden from the computers list and all monitoring reports. Monitoring is also disabled when you delete a computer. If you are on an On-Premise deployment, deleting a computer will also free up a license.
Restore: Restores a previously deleted computer. Note that since deleting a computer also disables monitoring for a computer, you will need to enable monitoring again after you restore it.
Enable notify when offline: when you click this button, you can specify one or more email addresses which will get an email notification whenever the selected computers go offline.
Disable notify when offline: disables offline notification.
Uninstall Agent from PC: will uninstall/remove the agent from the computers.
Update agents: updates the installed Teramind Agent on the selected computers with the latest version. Available on On-Premise deployments only.
Cancel agents update: cancels any pending Agent update tasks. Available on On-Premise deployments only.
Note that you can also perform these actions for individual computers from the Computer's Details page (see below).
Accessing a Computer’s Details Page
Click on a computer from the list of computers on the Computers page. You will be taken to the Computer’s details page:
From this page you can view the computers details such as what OS is installed, the IP address, Agent version, etc. You can also perform many of the same tasks found on the Computer Action Menu such as enable/disable monitoring, delete a computer, update agent, etc. However, there are two new options you can access from the Computer’s details page: viewing/editing the computer’s profile and exporting session recordings. See the sections below for more information.
Exporting Session Recordings of Users/Agents on a Computer
Click the Video Camera icon on a Computer’s details page to export session recordings of select users/agents on the computer. Clicking this button will open a Video params window:
From this window you will be able to specify export date and time, select agents/users, and other parameters for exporting the video/session recordings. See the Session Player section to learn more about session recordings.
Editing a Computer’s Settings
Click the Edit Info button from the Computer’s details page to edit a computer's settings.
You can change the following settings from the Computer settings window:
CLEAN PRINT SPOOL (FOR PRINT SERVERS): This option is available when the Teramind Agent is installed on a print server. When Clean Print Spool is enabled, the Teramind Agent will check the print spooler every 10 minutes and delete documents older than 6 hours.
NOTIFY WHEN OFFLINE: When you click this button, you can specify one or more email addresses which will get an email notification whenever the selected computers go offline. You can also specify an offline threshold (in seconds). The system will wait until this threshold before sending out the notification email. Note that, the same option is available under the Computer Action Menu.
OVERRIDE: DELETE RECORDINGS OLDER THAN …: This option lets you delete recordings older than certain days. A value other than 0 will override the delete settings you have specified in the ‘DELETE HISTORY AFTER…’ field on the Monitoring Settings> Screen profile.
The OVERRIDE: DELETE RECORDINGS OLDER THAN … is available on On-Premise deployments only.
Finding and Overriding the Causes of Blocked Updates
This feature is available on On-Premise deployments only.
When updating the Agent, sometimes the update might be blocked by Windows because of a pending reboot.
If this happens, you will see a red button, UPDATE IS BLOCKED on the Computers > Computer's details screen for the computer where the update is blocked. Clicking the button will show you a message explaining the reasons(s), "Update is blocked by the following reasons:…" and ask you if you want to ignore them. If you press the CONFIRM button, the update operation will ignore the reasons and try to do the update:
Remote Troubleshooting
The remote troubleshooting feature allows you to conduct troubleshooting of a computer and collect diagnostics logs. This feature allows you to run troubleshooting from the dashboard instead of accessing the computer locally or through a separate remote session (such as TeamViewer). It works without interrupting the Agent or revealing the troubleshooting to the user.
This method of troubleshooting helps our support engineers diagnose the most common issues. It doesn’t actually solve the issue. It also cannot collect all types of logs and additional investigations might be needed.
Click the TROUBLESHOOTING button to launch the Troubleshooting wizard:
1. Select a future date/time from the LOG UNTIL field. The log will be collected until then.
2. If a computer has more than one user, you can select them from the EMPLOYEES field or select ‘All’ to select all users.
3. Give the issue a name in the ISSUE CAPTION field. This will help us identify the issue being troubleshot.
4. Click the START button to start the troubleshooting process; press the STOP button to stop it.
5. If available, the TROUBLESHOOTING PROFILES can be used to select a profile. The profile contains predefined JSON settings to configure different aspects of the debugging settings. This is normally assigned by a Teramind Support Engineer.
6. The RAW SETTINGS JSON is also used by a Teramind Support Engineer to define specific debug settings.
7. The EXECUTION LOG will list the ongoing troubleshooting progress.
8. Enabling the AUTOSCROLL option will automatically scroll the EXECUTION LOG window.
9. Click the REPORT FILES tab to view the logs being collected:
10. On the REPORT FILES tab, you will see a list of logs being collected.
11. You can choose a period by clicking the date range/Calendar icon.
12. You can refresh the list by clicking the Refresh icon.
13. You can select multiple lists by clicking the check marks in front of the logs and then download or delete the logs from the Select action menu.
14. You can also download individual logs by clicking the Download icon or delete them by clicking the Trash Can icon.
15. Close the Troubleshooting window by clicking the CLOSE button. Note that, if you haven’t stopped a troubleshooting session, it will continue to run in the background until the date/time you have set. Next time you open the wizard you will be able to see the progress.
More Information About Troubleshooting
The troubleshooting feature is currently only supported on the Windows Hidden Agent.
It only works when the computer is online.
You can select any employees who have monitoring on and employees who once were monitored (even if they are no longer monitored, provided the Agent is still installed on their computer).
After pressing the STOP button, it might take a while for the troubleshooting to stop. The Agent will finish its current task and then stop the logging.
There are three log types:
Log: is the trouble shooter’s own log (the EXECUTION LOG).
Service Log: contains the logs from the Agent Service.
Agent Log: is the regular Agent log created per user session.
Each log is 1 minute long.