• Active Directory
  • Application
  • Desktop & Mobile
  • Help Desk
  • Network
  • IT Security
  • MSP
  • On-Demand
 
 
Device Management, made easy
Manage control and secure your workstations, mobile
devices and tablets
 
 
Help Desk for Everyone
IT Help Desk Software and Customer Support Software
 
 
Protect Your IT. Save Your Business
Build a secure fortress with our security management solutions
 
 
MSP
Manage services faster, with multi-tenanted, ITIL-ready, and unified RMM solutions
 
 
On-Demand Solutions
IT Help Desk, Active Directory, and Operations Management from the Cloud
 

FAQ

Frequently Asked Questions

General

  1. Which market segment does Desktop Central MSP target?
  2. How it differs from Desktop Central?
  3. What are the system requirements for Desktop Central MSP?
  4. What operating systems does it support?
  5. What are the ports used by Desktop Central MSP?
  6. Will I get free technical support during evaluation?
  7. Will there be data migration between Beta and GA release versions?
  8. What would be the pricing structure?
  9. Will the Desktop Central Agent, captured during OS Imaging recognize computer name changes?

Remote Control

  1. Which ports must I open to use the Remote Control feature?
  2. Which ports must I open to use the File Transfer feature during a remote control session?
  3. Can I view multiple monitors of a remote computer simultaneously?
  4. The page rendering while using the Remote Control feature is slow. How can I improve its speed?
  5. What is the difference between Fast and Best Compression levels?
  6. On which browsers can I use the Remote Control feature?
  7. Is it possible for multiple users to login remotely to a computer at the same time?
  8. How to lock a keyboard or a mouse or blacken the display on a remote computer?

Mobile Device Management

  1. What are the prerequesites for Device Enrollment?
  2. What ports needs to open in MDM server and devices?
  3. What Operating systems are supported in DC-MDM?
  4. How can we manage BYOD devices?
  5. Do I need an Apple enterprise/developer account to manage ios devices?
  6. What is the difference between AppStore apps and Enterprise in-house apps?
  7. What is Volume Purchase Program(VPP)?
  8. What is behavior of Restriction policy?
  9. What is difference between Complete Wipe and Corporate Wipe?
  10. Can a passcode policy forced on the mobile device be revoked by the user?
  11. How to impose policies on devices in such a way that the users cannot revoke it?
  12. What is an .apk file?
  13. What will happen if I distribute iOS apps to android devices?
  14. Why should i enable 'Device Administrator' in my nobile device?
  15. What do you mean by imposed policies?
  16. What is meant by violated policies?
  17. Can we wipe the data in the device's external memory?
  18. Can we install an app store app without entering the apple id?
  19. Can we revoke the license code after installing the app?

General

1. Which market segment does Desktop Central MSP target?

The target market for Desktop Central MSP are the Managed Service Providers (MSP's) who would offer Desktop Management services for their customers. It can be used by MSPs of any size viz. Small, Medium or Large MSPs. You can manage up to 10000 computers with a single installation.

Questions

2. How it differs from Desktop Central?

While Desktop Central MSP is meant for managing Desktops and Servers of multiple customers with a single installation, Desktop Central is for managing computers of a single customer.

Questions

3. What are the system requirements for Desktop Central MSP?

Hardware Requirements for Desktop Central MSP Server

No. of Computers Managed Processor RAM Hard Disk Space
Upto 250 Computers

Single processor Intel P4 ~1.5 GHz

1 GB

2 GB*

251 to 500 Computers Single processor (Intel P4 or Xeon 2.0 Ghz (Dual Core), 800+ Mhz FSB, 4 MB cache) 2 GB 2 GB*
501 to 1000 Computers Single processor (Intel Xeon ~2.4 Ghz Dual Core, 800+ Mhz FSB, 4MB cache) 4 GB 3 GB*
1001 to 3000 Computers Dual processor (Intel Xeon ~2.0 Ghz Dual Core, 1000 Mhz FSB,4 MB cache) 4 GB 5 GB*
3001 to 5000 Computers Dual Processor (Intel Xeon processors Quad-Core at 2 ~ 3 GHz, 1000+ MHz FSB, 4 MB Cache) 6+ GB @ 667 Mhz. ECC 20 GB (HDD speed @ 7200 ~ 10,000 rpm)
5001 to 10000 Computers Quad Processor (Intel Xeon processors Quad-Core at 2 ~ 3 GHz, 1000+ MHz FSB, 4 MB Cache) 8+ GB @ 667 Mhz. ECC 50 GB (HDD speed @ 7200 ~ 10,000 rpm)

* May dynamically grow according to frequency of scanning

When managing computers above 1000, it is advisable to install Desktop Central MSP on a Windows 2003 Server Enterprise Edition

For more details, refer to System Requirements page.

Questions

4. What operating systems does it support?

Desktop Central MSP supports the following operating systems:

  • Windows 2000 Professional
  • Windows XP Professional
  • Windows Vista
  • Windows 7
  • Windows 2000 Server
  • Windows 2003 Server
  • Windows 2008 Server
  • Virtual Servers (VM Ware)
Questions

5. What are the ports used by Desktop Central MSP?

Here is a list of ports that is used by the Desktop Central MSP Application. You will need to open the following ports for a hassle-free communication between the Agent, Desktop Central MSP Server and the Distribution Server.

Ports to be opened on the Desktop Central MSP Server machine to enable Desktop Central Agent/Distribution Server communication with Desktop Central Server machine:

  • 8040: Used to connect to the Web console
  • 8041: Used for communication between the agent and the distribution server (secure mode)
  • 8047: Used to share remote computers (secure mode)
  • 8053: Used to transfer files(secure mode)
  • 8057: Used to complete on-demand tasks like inventory scanning, patch scanning, remote control, remote shutdown and moving agents from one remote office to another

Ports to be opened on the Distribution Server machine to enable Desktop Central Agents to communicate with the Distribution Server:

  • 8044
  • 8045 (Secure mode)
Questions

6. Will I get free technical support during evaluation?

Yes, you can get a free technical support during evaluation. You can contact our support team at msp-desktopcentral-support@manageengine.com

Questions

7. Will there be data migration between Beta and GA release versions?

No, data migration between Beta and GA versions will not be supported.

Questions

8. What would be the pricing structure?

While the pricing is not announced yet, as it is still in Beta, the pricing would be based on the total number of computers that will be managed using the product and the number of technicians using the product, irrespective of the number of customers you might have. This means that the pricing would be the same if you have 2 customers with 50 computers each or 5 customers with 20 computers each.

Questions

9. Will the Desktop Central Agent, captured during OS Imaging recognize computer name changes?

In case your client is building an OS image from a PC that has Desktop Central Agent installed on it, then the OS Image will get captured along with an image of the agent. Also if you change the computer name, the Desktop Central agent will automatically recognize the change and update the server.

Questions

Remote Control

1. Which ports must I open to use the Remote Control feature?

You must open the the following ports to use the Remote Control feature:

  • 8443 for secure connections
  • 8444 for normal connections

By default, the Remote Control feature uses a secure connection. These ports have to be opened on the Desktop Central server.

Questions

2. Which ports must I open to use the File Transfer feature during a remote control session?

You must open the following ports to use the File Transfer feature during a remote control session:

  • 8031 for secure communication
  • 8032 in case of normal communication

These ports have to be opened on the computer on which the Desktop Central server is installed.

Questions

3. Can I view multiple monitors of a remote computer simultaneously?

Yes, you can view multiple monitors of a remote computer simultaneously by using the Remote Control feature. You can switch between monitors using the multi-monitor icon available in the ActiveX viewer. Viewing multiple monitors simultaneously is currently not supported in a Java viewer. For more information, see How to switch between multiple monitors during a remote session?

Questions

4. The UI-rendering while using the Remote Control feature is slow. How can I improve its speed?

You can set the compression level to Fast, when using the Remote Contol feature, to improve the page-rendering speed. The bandwidth consumption will be comparitively higher when compared to best compression level, however the page-rendering will be comparatively faster.

Questions

5. What is the difference between Fast and Best Compression levels?

When you set the compression level to Fast, the compression ratio is lower, resulting in an increase in the speed of the rendering of the UI. This is recommended when the computer that you are connecting remotely to is in the same LAN as the computer you are connecting from.

When you set the compression level to Best, the compression ratio is higher, resulting in a decrease in the cosumption of the bandwidth. However, the rendering of the UI will be comparitively slower. This setting is recommended when the computer that you are connecting to remotely is at a different geographical location.

Questions

6. On which browsers can I use the Remote Control feature?

You can use the Remote Control feature on the following browsers:

  • Internet Explorer
  • Mozilla Firefox
  • Google Chrome
Questions

7. Is it possible for multiple users to login remotely to a computer at the same time?

Yes, it is possible for multiple users to login remotely to a computer at the same time. However, only one of the users who has logged in can take control. The other users can only view the changes that are being made.

Questions

8. How do I lock a keyboard or a mouse or blacken the display on a remote computer?

You can lock a keyboard or a mouse to ensure that you can make changes effectively. To lock the remote computers keyboard and mouse, click the Lock Keyboard/Mouse icon from the viewer.

Similarly, you can blacken the monitor of a remote computer when you do not want the user to view the changes that you are making. To blacken the remote monitor, click on the Blacken Monitor icon from the viewer.

Questions

Mobile Device Management

1. What are the prerequesites for Device Enrollment?

The prerequesites for enrolling a mobile device are;

  1. Creating APNs (applicable only for iOS)
  2. Configuring proxy settings
  3. Configuring mail server settings

The device that needs to enrolled should be accessible through the internet in order to receive the email with enrollment settings.

Questions

2. What are the ports that need to open for mobile device management?

The following ports should be opened for managing mobile devices using Desktop Central,

Ports to be opened on the Desktop Central Server:

  • 8383: Used for secured communication between the agent and the Desktop Central server
  • 2195: Should be open for the Desktop Central server to reach the APNs.

Port to be opened on the WiFi from which the mobile device connects to the internet: (iOS devices)

  • 5223: Used by APNs to reach the managed mobile device.

Port to be opened on the WiFi from which the mobile device connects to the internet: (Android devices)

  • 5228: Used by GCM to reach the managed mobile device.
  • 5229: Used by GCM to reach the managed mobile device.
  • 5230: Used by GCM to reach the managed mobile device.
Questions

3. What Operating systems are supported in DC-MDM?

Currently we manage mobile devices, using the following softwares;

  • iOS version 4.0 and above.
  • Android 2.2 and above.
Questions

4.How can we manage BYOD?

"Bring Your Own Device" BYOD being the integral part of Desktop Central MDM, you can ensure the security of corporate data. Whenever any user's personal device is lost, or the employee quits an organisation, administrators can execute security commands like corporate wipe or complete wipe to ensure data security. Hence Desktop Central MDM is a smart choice for every enterprise to manage BYOD.

Questions

5.Do I need an Apple enterprise/developer account to manage ios devices?

No, you do not require an apple developer account to manage the iOS devices using Desktop Central.

Questions

6.What is the difference between AppStore Apps and Enterprise/In-house Apps?

App store Apps are those which are available in the App store. They can be either paid App or free App. Enterprise Apps, also called as In-House Apps are specially developed and designed for every Enterprise. This is unique and completely owned and distributed by the Enterprise itself.

Questions

7. What is Volume Purchase Program(VPP)?

Administrators need to buy licenses/redemption codes to distribute paid Apps to Groups/Devices. VPP files are specially designed to purchase redemption codes in bulk, so that it can be used while distributing Apps to Groups/Devices.

Questions

8. What is behavior of Restriction policy in iOS devices?

Desktop Central assures high security through restriction policies. Whenever more than one policy is applied for a same cause, whichever policy provides more security will get applied automatically. For example, assume two restriction policies are assigned to a device, where one is applied to authenticate the usage of camera and the other is to restrict the usage of camera, the policy which assures high security will get applied automatically. So the usage of camera will be restricted in the device.

Questions

9. What is difference between Complete Wipe and Corporate Wipe?

Corporate wipe is a security command used to wipe data in the device. This security command is mostly used to secure the corporate data from devices, when they are lost. Corporate Wipe is used to remove only the configurations and Apps that has been pushed using Desktop Central and this command will not wipe any personal data of the user. Complete wipe command is used to wipe all in the data in the device, which makes the device as good as a new one.

Questions

10. Can a passcode policy forced on the mobile device be revoked by the user?

No, passcode policy that is forced on the mobile device cannot be revoked by the user. Though users can disable passcode settings on their device, users will be forced to set passcode any time the device is unlocked. However if MDM profile is removed from the device the device can no longer be managed by Desktop Central.

Questions

11. How to impose policies on devices in such a way that the users cannot revoke it?

While creating policies ensure that you disable the option which allows users to remove the profile. By doing this every policy that is imposed on the device cannot be revoked by the user. However while removing MDM profile from the device all the policies and restrictions will be removed from the device.

Questions

12. What is an .apk file?

'APK' refers to application package file. Android program files are compiled in a package as .apk file, which is used for distributing the apps. When you need to add an android App to the App repository you need to ensure that the android app is in .apk format.

Questions

13. What will happen when if I distribute an iOS app to Android devices?

Desktop Central app distribution is designed in such a way that you can only distribute iOS apps to iOS devices and android apps to android devices.

Questions

14. Why should i enable 'Device Administrator' in my Android mobile device?

Device Administrator should be enabled in the android mobile device to authenticate Desktop Central Mobile Device Management to perform remote management activities in the device.

Questions

15. What do you mean by imposed policies?

Policies and Restrictions which are applied successfully to the managed mobile device is called as imposed policies.

Questions

16. What is meant by violated policies?

Administrator instructs the users to accept the Policies and Restrictions which are pushed to the device. When the user over rules the policies and restrictions, then those policies and restrictions are called as violated policies.

Questions

17. Can we install an app store app without entering the apple ID?

No, users will be prompted to use their App store user name and password while installing the Apps.

Questions

18. Can you wipe the data from the device's external memory?

No, you cannot wipe the data from the external memory of the device.

Questions

19.Can you revoke the license code after installing the App?

No, license codes used in a device while installing an App cannot be revoked.

Questions

 

Remote Desktop & Mobile Device Management Software for MSPs trusted by