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Blue Squirrel Knowledge Base

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Q:  How many customers can I support with one license?
  As many as you'd like with one workstation. You can have multiple simultaneous connections to that workstation, and you can use that workstation 24 hours a day and 7 days a week.

Q:  How does LiveSupport know which workstation to connect to?
A:  When you purchase, you will give us an IP address or preferably a domain name like

Q:  How many do I need?
A:  You need one per technician workstation. If you have two tech support people that will be doing support simultaneously, then you should have two.

Q:  How does the customer run it?
A:  They will download and run LiveSupport from your website. You can e-mail them a link, or just tell them the URL over the phone. You can also put it on a CD with your software, or e-mail it to them.

Q:  Does LiveSupport work on any version of Windows?
A:  Yes, it works on Windows 95, Windows 98, Windows ME, Windows NT 3.5, Windows NT 4.0, Windows 2000, Windows XP, Windows Vista, and Windows 7.

Q:  Does LiveSupport work on Apple Macintosh, Linux, BSD, Unix?
A:  No, unless those systems are emulating Windows.

Q:  What if we only want certain customers to be able to use LiveSupport?
A:  You have many options:

You can put it on your web site with password protection.
You could put it on a hidden page that only the support technicians give out.
You could ship it with your product so only those who have your product will use LiveSupport.


Q:  Is LiveSupport affected by XP SP2 or ZoneAlarm?
A:  Any personal firewall that resides on the computer may see that a new program is trying to make an outbound connection. A pop-up should appear that asks if the program can use the Internet. The customer should choose "Allow".

Q:  How can the support technician get system information when using LiveSupport?
A:  If the machine that you are supporting has Microsoft Office, you can open MS Word and choose Help->About and then "System Info..."

If they do not, then choose Start->Run and use either "winmsd.exe" or "msinfo32.exe"


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