Technical support for home and work
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Technical support for home and work |
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1. Can I switch back and forth from Certified to Free? Yes, you can switch back and forth from Certified Eclipx to the Free Eclipx sites. Whether you are a member requesting support or a technician you can use any of the Eclipx services. To switch temporarily choose the "Certified Service" on the Option menu before connecting or you can change your default site by (de)selecting "Certified Service by default" on the Settings form located on the Option menu. 2. Can I secure Eclipx on my desktop? To secure the Eclipx Support software on your desktop from use by others, choose "Prompt for password on startup" on the Settings form located on the Option menu. If you are turning off the prompt you will be asked to confirm your password for authorization. 3. Can I use Eclipx away from home? Yes, if you have a notebook computer with a global dial-up access account, you can easily call from anywhere in the world and place your question on the Eclipx Dispatch servers. If you are visiting and have access to someone's desktop computer you can download the software, install it and when Eclipx starts the registration process enter your Account ID, Online Handle and password to retrieve your account. Note: Eclipx Support software v1.0 doesn't have a feature to remove your account information from the local machine, we suggest that you open a new account for the regular user of the computer as a means of overwriting any information in the windows registry, only after you have completed your session. Hint: Modify your global position to match your current location unless you are using a dial-up access which actually terminates in your home town. (Long distance or 800 dialing) 4. How come my application is not listed? Applications are listed based on whether there are any technicians available to support them. If you have an application that you would like to list and:
Only request that have been confirmed by your reply to an automated challenge message sent to your email address listed on our database will be considered for processing. All emails must include ECLIPX or ITWI as the first word in the subject line of the email message to guarantee that it will be processed by our staff with the highest priority. 5. How do I become a Certified Eclipx technician? Certified technicians are by invitation only and you must complete a number of support incidents on the Eclipx Free site and received glowing feedback. We welcome you to send an email request to * hr@itwi.com stating your Online Handle, which specific application(s) you would like to be certified on, your age, your current employment status, and your Internet connection type and speed. You will be notified within 3 business days of either a positive or negative outcome. We receive many request for certification and must provide balance between supply and demand, a negative response is usually due to this supply and demand ratio and you will be notified in the future if positions become available. *All emails must include ECLIPX or ITWI as the first word in the subject line of the email message to guarantee that it will be processed by our staff with the highest priority. 6. Where can I find answers not listed on this site? Send an email to * support@eclipx.com or use the feedback page to state your question and we will reply shortly. Try the discussion forums and if the answer isn't posted there add the question so that members and eclipx respond can respond. 7. I've downloaded and installed eclipx, what's next? So you've downloaded and installed eclipx and now when you run eclipx you're faced with registering with eclipx central servers. This process is harmless and totally secure in that the information that you are requested to list is never associated with you publicly. There are two pieces of private information that you are asked to provide, your name and email address. Your name and email never appears elsewhere except on your account information when you view it through our secure site. The only public piece of information that others will know you by is your online handle and this provides you with complete anonymity. Some of us wish to advertise ourselves to improve our demand for offering support both free and certified, but most like yourself want complete privacy and eclipx takes every precaution to provide it. Please read our privacy notice to learn more. 8. Why do I need Microsoft Internet browser? I.T. Works would have had a ton more programming to complete eclipx without imbedding some third-party components and a major component required was being able to browse HTML (internet type) files. Eclipx doesn't require you to run Microsoft's browser and both Microsoft and Netscape coexist happily on the same system. 9. What are Tokens and how do I get them? We have received numerous emails from members asking about the "Tokens" they are quoted by a technician in response to their support request. The short answer: "Tokens" are free and infinite. The long answer: "Tokens" are a placeholder for other currencies. The eclipx dispatch servers and eclipx client software are the same regardless of the type service being requested, free, certified or other currency. The technician must quote a price for the support incident and for "free eclipx support request" does so with free "Tokens". 10. Which TCP/IP ports are required to open? Eclipx connects to the dispatch servers on TCP port 5200 through to 5205. Eclipx changes these ports periodically and automatically updates your eclipx client. This is usually not a problem for people who use dial-up access to the internet because they don't usually run firewall software. On the other-hand those of you that have today's always-on high-speed connections like DSL or CABLE likely run firewall software to protect your computers, so if you suspect that the ports have changed check here for the new ports. *All emails must include ECLIPX or ITWI as the first word in the subject line of the email message to guarantee that it will be processed by our staff with the highest priority.
1. Eclipx client connects and then promptly disconnects. The eclipx service requires your eclipx client to respond to "keepalive" packets sent to it periodically by our servers. You may have firewall software and/or a router blocking this traffic. The TCP/IP ports required are 5200 - 5205.
Desktop shortcut positions on the screen are not restored to their original position after running Eclipx. This cannot be helped at this time, try setting the "Arrange Icons" to Auto Arrange on the context menu by right-clicking the mouse on the desktop. 2. Other Toolbars on top and right side of desktop Currently Eclipx does not function properly with other auto-hide toolbars on the top and right side of the desktop. 3. Eclipx bars move slowly or choppy If the hide/reveal of the Eclipx bars seems slow or choppy, uncheck the "Show window contents while dragging" on the Plus! Tab of the Display Properties dialog box. Which is easily reached by right clicking on the desktop to display the context menu and choose Properties. 4. Allowing Remote control may break Eclipx A client allowing remote control on some systems interferes with socket timing and will force the Technician to send a Screen Restart to re-establish an auto-refreshing view with the remote. In some cases the technician's Eclipx application may fail. Eclipx has been optimized for support and not remote control of a user's desktop. Eclipx is primarily used for teaching and helping users to work through their computer application problems. Note: Eclipx has disabled remote control temporarily. 5. Escape Key doesn't stop remote control Stopping remote control by pressing the Escape Key at the client's
computer may seem to not function, this is usually related to fact that the Eclipx application has control and not the desktop or
other application. In this case the user should use the menu or taskbar Icon to stop remote control. A technician's HOT-KEYS may not function when the numlock indicator indicates that they should, and only by toggling off the numlock restores the functions of the keys. 7. Lines drawn on screen remain The target drawn on the client's desktop screen by the technician may leave some residues of itself (ghosts) as the screen background beneath it changes. Menus are commonly afflicted with this as the user selects the menu below the Target and the screen redraws the required changes to the menu. These ghosts of the Target are only temporary and disappear as the system redraws the background eventually. The technician should make every effort to minimize these ghosts by attempting to remove the Target before the user changes the screen beneath Target. 8. The eclipx control bar sits in the middle of the screen We have been advised by a few eclipx members that the main control bar of eclipx centers itself horizontally (middle of screen) when you first load it on a Windows 95 system with specific ATI video drivers. We are currently researching this problem which seems to afflict some video drivers that allow you to create a virtual screen that is larger than the physical screen can accommodate (you'll have two slider controls for screen sizing in the display properties dialog box). The current workaround is to use the hide/restore Eclipx bars feature to reset the bars to the perimeter of the screen. To hide the eclipx bars click on the "Cloud hiding the Sun" button or select the "Hide Eclipx Bars" on the "Actions" menu, to restore eclipx bars right-click on the eclipx icon in the system tray (usually the lower right side of the main windows task bar) and select "Restore/Hide" or simply double-click this icon to achieve the same result. We will post further updates for this problem shortly and will make a download patch available that corrects this issue. |
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Last updated : 09/05/2001 Copyright © 1997-2001 I.T. Works International. All Rights Reserved. Designated trademarks and brands are the property of their respective owners. Use of this Web site constitutes acceptance of the Eclipx User License and Privacy Policy. |
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