Not Your Device, Not Your Network, Not A Problem

  • Supporting mobilized endpoints routing to hosted applications is the new IT paradigm.
  • When an endpoint can be any device, running anywhere on any network, how can you prove the problem isn't on your side?
  • If there's no proof, they're going to blame you.

Simple, Visual Isolation of Endpoint Problems

  • Endpoint issues almost always reside outside the hosted application.
  • Historically, this required a client installation on the Endpoint to take it over with an intrusive screen share.
  • Today's problems require more than screen share.

Powerful Diagnostic Tools, No End User Friction

  • Throw a SupportLine for instant access to cloud, network and endpoint diagnostics.
  • Advanced tools can be accessed on-the-fly without installation.
  • Tests can be run from the endpoint directly to your hosted applications (via our "Beacon" app placed at key back end locations) for the most relevant analysis possible‏.

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When users call for support, throw them a SupportLine!

Video Demonstration
(5 mins.)

SupportLine enables your team to isolate where and why application, network and Endpoint problems occur. Its capabilities provide the tools and troubleshooting required for supporting fixed and mobile endpoints talking to hosted applications.

SupportLine-Diagram

1) Send the user a SupportLine link

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2) The user opens it up on any device

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3) Your team instantly gets a live Cloud Route Analysis

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Diagnostics are run between the cloud hosted application environment and the endpoint to provide an analysis of how base level packets are traversing the open internet. Hop by hop information includes the following:

  • IP Address
  • Host Name
  • Geographic location
  • Carrier
  • Delay
  • Packet Loss
  • Mean Opinion Score

4) Next, run a Throughput Test

throughput

SupportLine initiates an upstream and downstream test directly from the endpoint to your applications, rather than a generic test to some place like speedtest.net.

5) Click on the endpoint tab for device and OS information

endpointStuff

6) For more advanced tools, request for the user to click the “Allow Diagnostics” in their browser

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Once this has been clicked, the user can minimize the browser and go back to being productive.

7) Your team can now get deeper information about the endpoint in question

osInfo

8) Test Application performance from the endpoint, like Video quality tests

 voip

9) View streaming endpoint resource utilization

 cpu

  • CPU Utilization
  • Memory Consumption
  • Disk Capacity
  • Processess

10) Use the virtual task manager to view and kill services

 processes

11) Look at network interfaces

 nic

12) Net Utils provides the most useful command line utilities

netUtil

These tests run in the background on the endpoint results are visible as the come in by clicking the View button:

  • Ping
  • Raw socket tests
  • Web tests
  • Traceroute
  • Net stat to see what ports are being bound to

Everything you would do on the endpoint device anyway but without needing screen share. If all the built in tools aren’t good enough then use the integrated screen share (but you likely won’t need to).

13) Click Setup Remote Session

remoteDesktop

A secure tunnel is then created wherein you can launch your favorite remote access tool to connect to the endpoint. By securely routing you in a firewall friendly way, you get to use your favorite tools and technologies without bypassing inherent security policies.

Troubleshooting endpoints is all about isolating the issue.  For most providers, they need to prove the problem is not on their side.  Screen share is ok, but most of the time you need network, application and operating system tools to figure it out.  SupportLine is the first solution to integrate all of this into a lightweight deployment that empowers your team to deliver great support.