User manual SONICWALL SSL VPN 5.0 REV B

[. . . ] COMPREHENSIVE INTERNET SECURITY SonicWALL Secure Remote Access Appliances SonicWALL SSL VPN 5. 0 User's Guide Table of Contents Using This Guide About this Guide . . 5 5 5 6 7 7 Virtual Office Overview Virtual Office Overview. 15 Using Virtual Office Features Importing Certificates . Verifying User One-Time Password Configuration. [. . . ] You may be prompted to restart your browser. Step 5 You can now launch Virtual Assist either from the Virtual Office window or from a shortcut that is added your Programs list under Window's start button. Configuring Virtual Assist Settings The Virtual Assist Settings window can be accessed either by clicking the Settings button in the top left corner of the application window or by right-clicking on the Virtual Assist icon in the taskbar and selecting Settings. The Virtual Assist Settings window has three panes: SonicWALL SSL VPN 5. 0 User Guide 79 Using Virtual Assist · Proxy Settings - Allows users to configure a Proxy server to access the SSL-VPN appliance. There are three options for configuring proxy settings. ­ Automatically detect settings - To use this setting, the proxy server must support Web Proxy Auto Discovery Protocol (WPAD)), which can push the proxy settings script to the client automatically. ­ Use automatic configuration script - If you know the location of the proxy settings script, select this option and enter the URL of the scrip in the Address field. ­ Use proxy server - Select this option to enter the Address and Port of the proxy server. Optionally, you can enter an IP address or domain in the BypassProxy field to allow direct connections to those addresses that bypass the proxy server. If required, enter a User name and Password for the proxy server. If the proxy server requires a username and password, but you do not specify them in the Properties window, a NetExtender pop-up window will prompt you to enter them when you first connect. ­ Optionally, you can click the Internet Explorer proxy settings button to open Internet Explorer's proxy settings page. 80 SonicWALL SSL VPN 5. 0 User Guide Using Virtual Assist · Connection Profiles - Displays all of the Virtual Assist connection profiles that have been used on this computer. To remove a profile, select it and click the Remove button. · Connection Settings - Allows users to customize how they are identified in Virtual Assist and the default settings of Virtual Assist customer sessions. ­ Display Name - The name that will be displayed in the user queue. By default, the users SSL VPN username is displayed. ­ Additional Information - Optional field to provide additional information. ­ Auto View Only - Specifies that Virtual Assist sessions will initially launch in View-Only mode instead of Trusted mode, which is the default. ­ Active Mode - Specifies that Virtual Assist sessions will initially launch in Active mode instead of Trusted mode, which is the default. SonicWALL SSL VPN 5. 0 User Guide 81 Using Virtual Assist Selecting a Virtual Assist Mode When you first launch Virtual Assist, by default it will be in customer mode. To change the mode, perform the following steps. Step 1 Click Change Mode to select one of four possible modes. Step 2 Select one of the following four Virtual Assist modes: · · Customer - Select this mode to request support. For information on customer mode, see the "Using Virtual Assist from the Customer View" section on page 90. Unattended - Select this mode to receive support help while you are away from your computer. You will be prompted to enter a password, which the technician can then enter and assume control of your system without further confirmation from you. For information on unattended mode, see the "Using Virtual Assist in Unattended Mode" section on page 94. Technician - Select this mode to service customers by remotely controlling their systems. For information on technician mode, see the "Launching a Virtual Assist Technician Session" section on page 83. Virtual Access - Select this mode to make your computer remotely accessible at all times from the SSL VPN appliance. For information on Virtual Access mode, see the "Enabling a System for Virtual Access" section on page 95. · · Step 3 Click Change Mode again to login with the selected mode. 82 SonicWALL SSL VPN 5. 0 User Guide Using Virtual Assist Launching a Virtual Assist Technician Session To launch a Virtual Assist technician session to remotely assist customers, perform the following steps. Step 1 Launch Virtual Assist and select the Technician Mode. Step 2 Step 3 Step 4 In the Server pulldown menu, select the IP address or domain name of the SonicWALL SSLVPN appliance. Enter the Username and Password for the technician account on the appliance. Click Login. The Select Domain window displays. Step 5 Select the Domain that the username is configured for and click OK. SonicWALL SSL VPN 5. 0 User Guide 83 Using Virtual Assist Step 6 The Virtual Assist standalone application launches. The technician is now ready to assist customers. Performing Virtual Assist Technician Tasks To get started, the technician logs into the SonicWALL SSL-VPN appliance and launches the Virtual Assist application. Note Each technician can only assist one customer at a time. By default, the Virtual Assist window launches with the Virtual Assist toolbar at the top and the rest of the window dedicated to the customer's screen. To display the most common panes, either click Expand or click View > Classic Layout. This will display the following panes: · · · · Email Invite Logging Chat Service Once the technician has launched the Virtual Assist application, the technician can assist customers by performing the following tasks: · · · · · · "Inviting Customers by Email" on page 85 "Assisting Customers" on page 85 "Using the Virtual Assist Taskbar and Tab Controls" on page 87 "Using the Virtual Assist File Transfer" on page 89 "Changing the Virtual Assist Level of Control" on page 94 "Ending a Virtual Assist Session" on page 94 84 SonicWALL SSL VPN 5. 0 User Guide Using Virtual Assist Inviting Customers by Email Step 1 To invite a customer to Virtual Assist, use the email invitation form on the left of the Virtual Assist window. [. . . ] To disable SSO for the bookmark, clear the Automatically log in checkbox. To use SSO for the bookmark, select the Automatically log in checkbox and then select one of the following radio buttons: · · Step 4 Step 5 Use SSL-VPN account credentials ­ allow login to the bookmark using the local user credentials configured on the SSL-VPN appliance Use custom credentials ­ allow login to the bookmark using the credentials you enter here; when selected, this option displays Username, Password, and Domain fields. Enter the custom credentials into the Username, Password, and Domain fields that are displayed. SonicWALL SSL VPN 5. 0 User Guide 139 Using Bookmarks You can enter the custom credentials as text or use dynamic variables such as those shown below: Text Usage Login Name Domain Name Group Name Password Step 6 Variable %USERNAME% %USERDOMAIN% %USERGROUP% %PASSWORD% Example Usage US\%USERNAME% %USERDOMAIN\%USERNAME% %USERGROUP%\%USERNAME% %PASSWORD% or leave the field blank For Web (HTTP) and Secure Web (HTTPS) bookmarks, select the Forms-based Authentication checkbox to use this method for SSO, and then fill in the following fields that are exposed: · Configure the User Form Field to be the same as the `name' or `id' attribute of the HTML element representing User Name in the Login form, for example: <input type=text name='userid'> Configure the Password Form Field to be the same as the `name' or `id' attribute of the HTML element representing Password in the Login form, for example: <input type=password name='PASSWORD' id='PASSWORD' maxlength=128> · Step 7 Step 8 Click OK. Enter the User name and password for the service. 140 SonicWALL SSL VPN 5. 0 User Guide Logging Out of the Virtual Office Logging Out of the Virtual Office To end your session, simply return to the Virtual Office home page from wherever you are within the portal and click on the Logout button. Logout Note When using the Virtual Office with the admin username, the Logout button is not displayed. [. . . ]