How to install the Remote Host software in "Stealth" mode and/or turn off the "Confirm before connect" prompt in Track-It! 11

Knowledge Article

How to install the Remote Host software in "Stealth" mode and/or turn off the "Confirm before connect" prompt in Track-It! 11
How to install the Remote Host software in "Stealth" mode and/or turn off the "Confirm before connect" prompt in Track-It! 11
Track-It!
Track-It!
BMC Track-It!
How do I configure the Remote Control Host on the workstations so that the icon is hidden and the confirmation prompt doesn't appear on the workstation?
Resolution

NOTE: If a prior version of Track-It! was installed prior to upgrading to Track-It! 11, the Remote Host configuration settings will be lost. Track-It! 11 includes new versions of the remote control files to address reported issues, therefore it was necessary to overwrite the existing versions. Please see the information below on configuring remote control as needed.

Automatically Installed via "Take Control" Link in Technician Client

There are three commonly requested settings:

Option 1 - Hide the Remote icon, and keep the "Confirm Access" prompt (unless the computer is locked or a user is not currently logged on
 
  1. Close Technician Client.
  2. On the Track-It! server open the following directory, depending on whether Track-It! 11 was installed new or upgraded from a prior version (default):

    Track-It! 11 installed new:
    C:\Program Files\BMC Software\Track-It!\Track-It! Server\Installers\Remote

    Upgraded from a prior version:
    C:\Program Files\Numara Software\Numara Track-It!\Track-It! Server\Installers\Remote
  3. Backup the existing RemoteInstallerPackage-en.zip file.
  4. Click Here to download a new zip file for Track-It! 11.
  5. Rename the zip file to remove the "11.0-1" from the beginning.
  6. Once renamed, copy the RemoteInstallerPackage-en.zip file to the ..\Track-It! Server\Installers\Remote directory.
  7. Re-open Technician Client.

When taking control of a workstation in Technician Client, if the remote machine does not yet have the Remote Host installed, or if the Remote Host is an older version and is already running in a hidden mode, it will automatically be installed in "stealth", and will prompt the user when taking control if the user is logged on.

Option 2 - Hide the Remote icon, and disable the "Confirm Access" prompt.

NOTE:
  • This is typically not recommended for externally facing machines as this could be a security risk.

Instructions:
 
  1. Close Technician Client.
  2. On the Track-It! server open the following directory, depending on whether Track-It! 11 was installed new or upgraded from a prior version (default):

    Track-It! 11 installed new:
    C:\Program Files\BMC Software\Track-It!\Track-It! Server\Installers\Remote

    Upgraded from a prior version:
    C:\Program Files\Numara Software\Numara Track-It!\Track-It! Server\Installers\Remote
  3. Backup the existing RemoteInstallerPackage-en.zip file.
  4. Click Here to download a new zip file for Track-It! 11.
  5. Rename the zip file to remove the "11.0-2" from the beginning.
  6. Copy the RemoteInstallerPackage-en.zip file to the ..\Track-It! Server\Installers\Remote directory.
  7. Re-open Technician Client.

When taking control of a workstation in Technician Client, if the remote machine does not yet have the Remote Host installed, or if the Remote Host is an older version and is already running in a hidden mode, it will automatically be installed in "stealth", and will not prompt the user when taking control.

Option 3 - Show the Remote icon, and disable the "Confirm Access" prompt (unless the computer is locked or a user is not currently logged on).

Instructions:
  1. Close Technician Client.
  2. On the Track-It! server open the following directory, depending on whether Track-It! 11 was installed new or upgraded from a prior version (default):

    Track-It! 11 installed new:
    C:\Program Files\BMC Software\Track-It!\Track-It! Server\Installers\Remote

    Upgraded from a prior version:
    C:\Program Files\Numara Software\Numara Track-It!\Track-It! Server\Installers\Remote
  3. Backup the existing RemoteInstallerPackage-en.zip file.
  4. Click Here to download a new zip file for Track-It! 11.
  5. Rename the zip file to remove the "11.0-3" from the beginning.
  6. Copy the RemoteInstallerPackage-en.zip file to the ..\Track-It! Server\Installers\Remote directory.
  7. Re-open Technician Client.

When taking control of a workstation in Technician Client, if the remote machine does not yet have the Remote Host installed, or if the Remote Host is an older version and is already running in a hidden mode, it will automatically be installed, and will not prompt the user when taking control if the user is logged on.

Installing the Remote Host Software Manually on Each Machine

Option 1 - Hide the Remote icon, and keep the "Confirm Access" prompt (unless the computer is locked or a user is not currently logged on)
 
  1. Click Here to download the installer.
  2. On the machine(s) you would like to manually install the Remote Host on, run the executable.

Option 2 - Hide the Remote icon, and disable the "Confirm Access" prompt.

NOTE: This is typically not recommended for externally facing machines as this could be a security risk.
 
  1. Click Here to download the installer.
  2. On the machine(s) you would like to manually install the Remote Host on, run the executable.

Option 3 - Show the Remote icon, and disable the "Confirm Access" prompt.


 
  1. Click Here to download the installer.
  2. On the machine(s) you would like to manually install the Remote Host on, run the executable.

NOTE: If the Track-It! 11 Remote Host software is already installed, the new configuration settings will not take effect unless the Host software is first uninstalled and the host machine is rebooted. Please see article TIA03078 for instructions on removing the Remote Host software.
 


 
Track-It!
Track-It!
BMC Track-It!
Track-It!
Track-It!
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