New to netsupport

[browolf]

I think it's all set up (being deployed) apart from the clients talking to the connectivity server console.

 

They all (student & tutor) have a security error in the csc log file.

 

I emailed support which gave me an encryption utility and stated that the encrypted key for the tutors is different to the encrypted key for pupils. Pretty sure the (apparently old) instructions i was using from the portal didn't mention it.

 

There's a lot of options in this encryption tool.

 

in the CSC it's called the "connectivity server key", in the encryption tool there's a gateway key and a security key. How am I supposed to know which it is?

 

Also in the encryption tool there's 3 versions of the encrypted key but the group policy page doesn't have "v14 or later", is that relevant?

 

I'm not pleased by how difficult it is to make sense of this product.

[IRL]

Their support is fantastic, message them and they'll remote in and sort it for you.

[MW_NetSupport]

Hi @browolf

 

From what you have described I think you need the gateway key from the encryption tool, but do reach out to our Support Team as they will be able to perform a remote session and check everything is setup correctly for you. Alternatively if you want to PM me your details I can get a ticket logged and arrange for someone to give you a call.

[thimon]

Their support is fantastic, message them and they'll remote in and sort it for you.

 

Second that. Even during our trial with them their support was amazing.

[MW_NetSupport]

Probably worth mentioning that I'll be at the edugeek conference at the end of the month, so if anyone has any general questions or feedback on our products I'll be happy to have a chat.

[loxford01]

We are moving from NetSupport to their new Classroom cloud and so far much more easier to manage.

[browolf]

Hi @browolf

 

From what you have described I think you need the gateway key from the encryption tool, but do reach out to our Support Team as they will be able to perform a remote session and check everything is setup correctly for you. Alternatively if you want to PM me your details I can get a ticket logged and arrange for someone to give you a call.

 

I've worked it out with some further emails that it is the gateway key. I'm installing v15 but whilst the encryption tool has a v14 or higher box the group policy doesn't but I can use the v12.5 or higher box in group policy. I got the test computer showing up so that's progress.

 

I got a some computers in a room to appear with a named channel but the security check fails for the tutor console even though i encrypted the tutor gateway key using the encryption settings and put it in the tutor policy settings. Checked the registry on the tutor machine and it's in there but I must be doing something else wrong.

Edited October 10, 2024 by browolf

[dapaulio]

I love netsupport and definitely worth the cost in terms of support and its features.

 

I’m in the process of moving our customers over to classroom.cloud and the support I am receiving from them is great

 

One thing to watch with NetSupport on prem versions, windows 10 and 11 av was quarantining a core file to the stable functioning of student and tutor installs. Think it was client32 service dependents so you may want to exclude this file/ service from being scanned.

 

There’s is a reg fix which netsupport support kindly assisted with

[browolf]

Someone from Netsupport got me the right encryption key to use for the tutor app and that's registered to the connectivity server but can't find any of the computers. I've kind of lost hope using the help portal as all the articles are howtos and not problem solving. I opened another support ticket as the guy I was corresponding with last week seems to be off this week.