ISL Frequently Answered Questions
ISL Frequently Answered Questions
Contents
2
Table of Contents
Foreword
0
Part I Top 30
3
Part II General
12
Part III ISL Light
23
Part IV ISL AlwaysOn
45
Part V ISL Pronto
Part VI ISL Groop
Part VII ISL Conference Proxy
51
54
55
Part VIII Sales
63
Index
0
© 2016 Xlab d.o.o., Ljubljana
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ISL Frequently Answered Questions
1
Top 30
3
Top 30
This section contains top 30 questions and their answers. If you cannot find the
information you are looking for here, please refer to the appropriate chapter by selecting
the desired chapter on the left - you can choose among chapters based on the product
(ISL Light, ISL AlwaysOn, ISL Groop, ISL Pronto, ISL Conference Proxy), a chapter for
general questions and a chapter for sales questions.
General
Do I need to install anything before hand?
If you are using Hosted service running on ISL Online servers worldwide, you do not need to install
anything. With exception of ISL AlwaysOn, ISL Online products start in seconds after they are
downloaded from the ISL Online website. ISL AlwaysOn requires short installation procedure, which
can be started by supporter remotely, but installation instructions and links can also be generated by
the system and can be sent to the remote user (client) by email.
Server licence users need to install ISL Conference Proxy on their server. It will require a static IP or
DNS name. Basic network and port forwarding knowledge is needed for such installation, but the
procedure for end users is the same as with the hosted service.
What is the difference between hosted and server solution?
Hosted service is running on ISL Online servers worldwide. Hosted service allows users to start using
the service immediately. Subscription for hosted service is valid for one year.
Server licensed software is intended for advanced users. It is running on server(s) provided by your
own company. License may be used for an unlimited period of time, with optional yearly updates.
What is an “active connection”?
It indicates the number of simultaneous sessions that may be established. One single ISL Online
license allows users to use all products of the ISL Online family (ISL Light, ISL AlwaysOn, ISL Groop,
ISL Pronto). If you purchase one active connection, you may use one product at the same time. If, for
example, you have two supporters working full time on remote desktop support, you would need two
active connections.
Please see https://www.islonline.com/shop/ for more details.
I have looked for my password for ISL Light but can't find it. How do I solve the problem?
Please note that there are two types of usernames - one is ISL Online account username (and a
matching password) and the other is ISL Online products username (and a matching password).
While the ISL Online account is used primarily for general account settings, the ISL Online products
username is used for features concerning ISL Online products (session control, adding, editing and
removing ISL AlwaysOn computers, Product user settings etc.).
Important: Initially, these two passwords are the same, but if you change one of them, the other
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does not change!
If you forgot the password for one of your ISL Online products usernames (e.g. you cannot obtain a
session code for ISL Light), you should go to http://www.islonline.net, click "Login" in the top-right
corner, and click Forgot your password?, enter your username in the provided field and click E-Mail
Password.
Another option is to login to your ISL Online account (go to http://www.islonline.com, click "My
Account" in the top-right corner, enter your ISL Online account's e-mail address and password and
click "Login"), go to Hosted Service - users. You will see a list of users with the option forgot
password next to each user - click it, then click the Send Password button.
If you forgot the password for your ISL Online account username, you should go to http://
www.islonline.com, click My Account in the top-right corner, click "Forgot your password?", enter
your ISL Online account's e-mail address in the provided field and click "Continue".
Can users change their passwords on their own, outside of the ISL Online account (applies to hosted
service) or ISL Conference Proxy administration (applies to server licence)?
Hosted service users:
Yes, each user can change his/her password. Instruct them to go to http://www.islonline.net, select
the "Product Login" link in the top right corner, enter their desired username (username format \
\ domai n\ us er ) and password, then click "Login". After that, they should click on "Account" in the
top right corner.
Server licence users:
Yes, each user can change his/her password. Instruct them to go to http://<server-address>/, select
the "Login" link in the top right corner, enter their username (username format \ \ domai n\ us er )
and password, then click "Login". After that, they should click on "Account" in the top right corner.
How can I get my own branded ISL Online Access Point such as http://company.islonline.net?
Thank you for your interest in this new ISL Online feature that is available for all our
hosted service users - it allows you to use your own branded ISL Online Access Point
for both your staff and your customers, adding another professional touch to your
services.
This is a sample page:
http://company.islonline.net/
You can see that there is a big link in the top right corner that says Get Your
Branded ISL Online Access Point and points to this document - you will obviously
want to replace it with your choice of links, e.g. something like this (link names and the
locations they point to, ordered from left to right):
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Home -> http://www.example.com/
Support -> http://www.example.com/support
Contact Us -> http://www.example.com/contact
About Us -> http://www.example.com/about
It would look like this on your branded ISL Online Access Point:
You are just one email away from your branded ISL Online Access Point, with no
additional charges! So, how to get started?
First, please note that it is required to have a registered ISL Online domain within
your ISL Online account. If you have not done it yet, please do so now by following
these steps:
1. Go to http://www.islonline.com/account and login to your ISL Online account.
2. Go to Hosted Service - users.
3. Click Register your ISL Online Domain.
4. Enter the desired ISL Online domain name (usually your company name) and click
Change.
Please prepare a file with your company logo in PNG or JPG format - it will replace
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the "Your Logo Here" image.
Send an e-mail to [email protected] with the following format (do not forget to
attach the file with the logo!):
s ubj ec t : Hos t ed s er v i c e - Br anded I SL Onl i ne Ac c es s Poi nt f or <y our
c ompany name>
body : Pl eas e c r eat e a br anded I SL Onl i ne Ac c es s Poi nt f or our c ompany .
Our I SL Onl i ne ac c ount e- mai l
i s : <y our I SL Onl i ne ac c ount e- mai l >
Our I SL Onl i ne domai n i s : <y our r egi s t er ed I SL Onl i ne domai n, e. g. \
\ my c ompany >
Des i r ed page t i t l e: <web page t i t l e, e. g. my c ompany s uppor t >
Des i r ed c us t om l i nk s :
<l i nk name 1> - > <l oc at i on 1>
<l i nk name 2> - > <l oc at i on 2>
...
( e. g. Home - > ht t p: / / www. ex ampl e. c om/ )
at t ac hment : <f i l e wi t h y our c ompany l ogo>
We shall create a new access point for you (if your ISL Online domain is my c ompany ,
your branded ISL Online Access Point will be located at http://
mycompany.islonline.net) and reply to your e-mail when it is ready.
If you have any questions, please do not hesitate to email us at
[email protected] or come to our live chat (at http://www.islonline.com, top right
corner) and we will be glad to assist.
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ISL Light
I received an error "Could not find any working transport" when trying to connect with ISL Light. What
does it mean? What can I do?
This error means that our application is unable to establish a connection to a server - it first attempts
to connect (outgoing connection) using port 7615 (TCP) and if that fails, it also tries ports 80 (TCP)
and 443 (TCP). If it is still unable to establish a connection, you get this error.
There are two things to check first:
1. Does your computer have a working internet connection? (i.e. can you browse the internet using
Internet Explorer?)
2. Are you using a personal firewall or some kind of anti-virus software? If yes, please check if it is
blocking our application's internet connection.
If you have checked both things mentioned above and you are still getting that error, please do the
following:
1. Start ISL Light.
2. Enable debug log - right-click the Tools icon and select Advanced - Enable Debug Log.
3. Try to connect.
4. After receiving the "Could not find any working transport" error, open the log file - right-click the
Tools icon and select Log.
5. Copy the content of the log file and paste it into your email program, then send it to
[email protected]
Please note: Debug log can contain HTTP proxy authentication username and password - you
should replace them with asterisks before sending us the mail.
Of course you can also come to our live chat and we will try to find the cause for this error and then
resolve it.
Can I send Control-Alt-Delete to the remote computer?
Yes. To send Ctrl-Alt-Delete, you should view and have control of the remote desktop (ISL View
Window) first. Select "Tools" button and then Administrative mode/Enable. Select "Tools" button/
Administrative mode again and then "Send CTRL-ALT-DEL" option.
Sending CTRL-ALT-DEL does not work on a remote computer running Windows Vista. How can I
make it work?
You are using an older version of Desktop Control plugin (older than 1.2.3).
The easiest way is to upgrade to version 1.2.3 or newer, where sending Ctrl-Alt-Del works out of the
box.
For additional info on sending CTRL-ALT-DEL refer to this topic in ISL Light manual.
What ports need to be open for hosted solution?
ISL Light software initiates an outgoing connection therefore it works with your existing firewall and
does not require special configuration. ISL Light first tries to connect using port 7615 and then if this
fails it also tries ports 80 and 443. In extremely rare cases, when strict firewall is implemented on the
remote (client) computer and all of the mentioned ports are closed, ISL Light won't work until at least
one of the mentioned ports is opened. Please let us know if you ever encounter such a situation.
Can I restart or log off at the remote computer?
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Yes. To perform restart or log off, you should view and have control of the remote desktop (ISL View
window) first. Select "Tools" button and then Administrative mode -> Enable. Select "Tools" button ->
Administrative mode again and then "Enable Restart and Resume" option. You should enter the
Windows administrator password (if not logged to the remote computer as an administrator) to
perform this operation. When finished, the ISL Light session is running under the Administrative &
Enable Restart and Resume mode and restart or logoff of the remote computer is possible. If
restarted, please wait a while for the ISL Light to connect back to the session. Be patient…
What happens if the network connection breaks while supporting a remote computer?
Session will automatically resume when network connection is available again. In some cases, restart
of audio and video streaming might be necessary.
Is ISL Light secure?
Yes, it uses high security standards - 256bit SSL encryption. The session code is valid only as long
as the session lasts and is initiated from the client side outward. Please, see more about security
here.
By using ISL Light supporters and users connect to the internet. In our company we have strictly
limited internet access so we need the addresses of ISL Online servers to setup the exceptions for
ISL Light in our firewall. Can you tell me the addresses of your servers?
The addresses are *.islonline.net. To get exact IPs please ping Server[0-22].islonline.net
Is ISL Light able to use browser proxy configuration?
Yes, it takes proxy settings from the same source as Internet Explorer. Please see information on
how to copy proxy settings to system IE in Vista.
How many computers may I support?
Unlimited. You may support as many computers as you wish. You may also distribute client and
desk software in any way you feel. The software is charged by the number of active connections.
If we run ISL Desk on Windows, can we support someone on Linux or Mac?
Yes, you can establish ISL Light session and ISL Light View between the different types of operating
systems (Windows, Linux and Mac) and support the remote customer through it.
We use ISL Light In our company. How can we transfer files?
To transfer files from the desk computer to the client computer and vice versa drag the file(s) with the
mouse pointer and drop them on the ISL Light Desk or Client interface. In case one of you is using
Vista, it might be necessary to press the “transfer files” button in ISL Light Desk and select the file to
be transferred. While transferring, ISL Light automatically compresses files for faster transfer.
Please refer to this topic in the ISL Light manual for more information.
I do not understand properly how the keyboard is working under ISL Light. If the remote Client is
using, for example, Dutch keyboard layout and Desk supporter is using English layout, which layout
will be used if the supporter is typing on the Client computer?
The keyboard layout of the side viewing & having control (in most cases: ISL Light Desk - supporter)
is used by default. In your case English layout will be used.
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I just had an ISL session with a client. Suddenly I got a message "...will close down in 30 seconds".
What happened?
One of your colleagues established a new session and the total number of sessions went over your
concurrent limit. He was then presented with a link to all active sessions and decided to cancel
yours. You may consider purchasing another concurrent connection, or, if you only encounter this
sporadically, a PayPerUse coupon.
How much bandwidth does ISL Light use when I'm helping a client and viewing his/her desktop?
Transfer is extremely dependant on the screen size and changes on the viewed screen. Some figures:
establishing the connection: 15 kb
first screen transfer when remote view mode is started:
o option a. 1600 * 1200 monitor: 130 kb
o option b. 1280 * 1024 monitor: 77 kb
each minute in remote desktop view mode: 2,8 kb
Note: transfer was measured without changes on viewed monitor; ISL Light Desk (showing clock!)
was minimized, taskbar network icon (blinking at data transfer!) hidden, etc. You could also add
additional 15 or 20 Kb each time the connection is broken and so on...
How can I enable recording of ISL Light sessions and where can I set the location to store files?
Recording is to be enabled through the ISL Light View window - Tools button / Recording. You should
request it in two phases:
1. Tools / Recording / Plugins
2. Tools / Recording / Start.
The default storage place is desktop - you can change it.
For more information on session recording, please refer to this topic.
Remote computer I am connecting to has two screens. Is there any option to see only one screen
when I start ISL View?
When desktop viewing request is sent to the remote computer, client user can select only one screen
to be streamed. To perform this, he/she should select "choose" button when asked to show the
desktop and then select the monitor. The other option is to select one monitor (or a part of it) as a
region.
ISL AlwaysOn
How do I start ISL AlwaysOn?
Please see this video guide: http://www.islonline.com/remote-access/#video
On www.islonline.com page, select ISL AlwaysOn product login and enter your ISL Online Products
username. The computers that can be accessed with your username are listed on the screen. Click
"Connect" to establish a session with the remote computer.
Through the same Webpage you also can add the local computer to the list of computers you may
access or instruct remote clients to add your personal code to their computers.
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ISL Groop
How many people may participate in an ISL Groop meeting?
This question does not have a simple answer, since it depends on many factors - computer
capabilities, internet connection speed and geographical distribution of attendees receiving the audio,
video and data stream. But the basic limit is based on our licensing policy – one active connection
allows a conference with up to 10 participants. Holding a conference with more than 30 participants
requires good leadership in order to prevent people from talking one over another.
ISL Pronto
Are there any sample pictures for the "chat live" and "leave a message" button?
Yes, please refer to ISL Pronto manual here for additional information.
ISL Conference Proxy
I have performed an online update and restarted ISL Conference Proxy, but now I have been unable to
access ISL Conference Proxy administration for a few minutes. What happened?
Sometimes it can take a while (a few minutes) for the update procedure to complete - it depends on
your server's hardware and the number of updates that need to be installed (e.g. when you install ISL
Conference Proxy 3.1 and then perform a full update, there are many updates that need to be
installed). Please wait a while and then try to access ISL Conference Proxy administration again.
Another cause for a long restart is reindexing session history - it can take a few minutes if you have a
lot of sessions in your session history.
Sales
How much does ISL Light cost? How much does ISL AlwaysOn cost?
For all information regarding pricing of our products, please visit our online store (https://
www.islonline.com/shop/).
I purchased a corporate server license and it only allows me to use 25 simultaneous connections –
why?
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The Corporate Server License holds 25 active connections. If the ISL Online Corporate Server
License Agreement is signed, the number of connections is changed to unlimited. Please refer to
the legal notice page for more information. You can find the ISL Online Corporate Server License
Agreement here.
I purchased a license, activation key nr. 123... but when I use ISL Light desk I get the message:
server geo.isl.proxy: your account is disabled. What was the problem? Did I forget something?
You have probably forgotten to activate the activation key within your account. You should login to
your account at www.islonline.com and then select the "Activate Key" option from "My Account"
menu on the left. When selected, follow the wizard.
© 2016 Xlab d.o.o., Ljubljana
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General
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General
What is the purpose of the software?
ISL Online is a complete package of tools for customer support. It can be used instantly without
previous installations and settings. It includes several features such as file transfer, audio & video,
chat, full desktop control support with features including remote computer restart and resume. When
using ISL Online, there is no need for another live chat solution (aka LivePerson), our products provide
a full customer support package.
All the tools can be started after a few mouse clicks, without installation and will work perfectly
without the need for administrative windows user rights. Their use enables instant support, chat or
conference, saving time and money (no need to travel!) to you and your customers.
All ISL Online products are included under the same license – you can use any product with a single
license, enabling you to use what you need in a specific situation.
Does it run in Java (is it ActiveX)?
ISL Online products are standalone applications, and do NOT require installation. They are not Java
applets nor ActiveX components. ISL Online products are automatically downloaded for your operating
system and standard user rights are enough to run them.
Does it run in a web browser?
ISL Online products are usually started through a web browser and most of ISL Online Account
settings and queries are available through it. ISL Light tools themselves are running as separate "thin
client" applications, establishing necessary internet connections outgoing through the standard ports.
Why is hosted better than server?
Customers using Hosted service do not need to install software to their server(s), configure firewalls
and perform software updates. They can always use the latest version of products running on our
worldwide grid of servers (ISL Online Network), which assures nearly 100% availability and reliability of
ISL Online services.
What is the purpose of a server license?
Customers who possess advanced knowledge and wish to maintain all traffic in-house usually desire
to operate their own server.
What does All-in-One stand for?
Purchasing ONE license entitles you to use ALL four ISL Online products! You can choose to
remotely support clients with ISL Light, access a remote computer with ISL AlwaysOn, chat with a
website visitor using ISL Pronto, or sit an online meeting with ISL Groop. The products are priced per
active connection, shared among the four. One active connection enables you to have one session at
a time:
ISL Light: support a client by desktop sharing
ISL AlwaysOn: access an unattended remote computer
ISL Groop: run an online meeting with up to 10 participants per active connection
ISL Pronto: live chat for your website.
What is a “concurrent connection”?
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Same as the term “active connection” it signifies the number of simultaneous connections that may
be established. With implementation of ISL Online strategies, "concurrent connection" was replaced
with "active connection". This means that a purchased connection can be used not only for ISL Light,
but within all tools of ISL Online family (ISL Light, ISL AlwaysOn, ISL Groop, ISL Pronto).
How many active connections are “unlimited” connections?
"Unlimited" means that there are no limits in number of simultaneous ISL Online sessions, regardless
the product. By purchasing Corporate Server License, users are entitled to use 25 active connections.
If "ISL Online Corporate Server License Agreement" is signed, an unlimited number of active
connections may be used for the user’s own business purposes.
May I publish your software (e.g. ISL Light Client) on CDs we give away at fairs and shows etc.?
Yes. You may distribute the client and desk software in any way you feel. The software is charged by
the number of active connections.
What is an additional active connection?
After the Subscription (Hosted service) or Server License is obtained, users can purchase additional
connections if more operators need to work at the same time.
What is the difference between ISL Online and RDP?
RDP is a tool, embedded in Microsoft Windows system. It enables a very comfortable peer to peer
access to the remote computer, provided an administrator has established all technical settings
before the connection. ISL Online is a set of tools for remote support with the ability to connect
several computers into the multi user conference, including important features for this purpose (audio,
video, file transfer, session recording, restart & resume option, etc.). There is no need for any prior
administrative intervention and settings, ISL Online tools download in seconds just before the session
is started and can be used to connect to ANY computer in the world.
Is there a server near my location?
We have currently over 50 ISL Conference Proxy servers that are connected to a fail-safe grid network
(ISL Online Network). The servers are located in the following countries: CH, DE, ES, IL, JP, NL, SI,
UK, US, BR, FR, FI. In case there is a need for a server in a specific area, we can set up a new
server there and add it to our network. Please let us know about your experience. For more
information regarding this topic visit: http://www.islonline.com/about/
How reliable are the ISL Online servers?
The complete system of ISL Online servers are nearly 100% reliable. In case one of the servers is not
accessible for any reason, all your current sessions are switched to a nearby server(s). So in case of
a server failure, users will notice no drawbacks in functionality.
What is the ISL Online Network?
A world-wide and failsafe network of servers. One of the definitions defines grid as "a type of parallel
and distributed system that enables the sharing, selection, and aggregation of geographically
distributed autonomous resources dynamically at runtime depending on their availability, capability,
performance, cost, and users' quality-of-service requirements".
ISL Light sessions are established through a global grid of servers (ISL Online Network). The latter
assures 24/7 availability of the service, with a strong and reliable remote desktop connection between
any two points in the world. Its architecture is fault tolerant, includes geographical load-balancing
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mechanisms and distributed session roaming. Not only is the connection relayed through the server
with the lowest traffic load, but also the geographically nearest server to both end users.
Who made ISL Online software?
ISL Online software is made by company Xlab d.o.o. You can find more about the producer here:
http://www.islonline.com/about/
Who is providing support for ISL Online software?
The support is provided by Xlab d.o.o. and a number of authorized business partners all over the
world.
How reliable is the connection?
The connection is nearly 100% reliable. In case a server (connected to a grid) handling the connection
becomes unavailable for any reason, all current sessions are switched to the nearby server(s). Users
experience no loss of functionality while the switch is performed.
How secure are ISL Online services?
ISL Online services are the most secure remote access products available. Industry-standard security
technologies are used to protect data transfer. All data connections are encrypted with SSL of 256-bit
end-to-end AES encryption, and above all, end-user applications are digitally signed by means of a
VeriSign Certificate, which verifies the connection's integrity. In addition to the communication level,
the ISL Online high security is enhanced with mechanisms at application and user level.
Where can I find the Help manuals?
Please, visit our help center at http://www.islonline.com/help/
What kind of internet connection do I need?
The minimum for ISL usage is a 56k modem connection. Of course the service runs better at higher
speed. Please, see additional information for specific product at: http://www.islonline.com/help
My password for obtaining session code does not work, but I can login to my www.islonline.com
account?
You have probably changed the password for your ISL Online Account, so you should examine (and
change) the value of the ISL Online Products password. Initially, the passwords for ISL Online
Account and ISL Online products are equal. Please note that password for ISL Online products
cannot be used for logging into the ISL Online Account and vice versa unless they are equal.
Feature request! Does it have xyz special feature, etc.
Normally we do not do direct feature requests from our customers - we have our own roadmap and
release schedule. But when a certain feature is asked about/mentioned many times, our development
team is notified about it and takes a look at it, then it is decided if it can be done, as well as when
(priority).
Can you give me an example of who is using a grid of ISL Conference Proxy servers?
ISL Online services strongly rely on a network of Grid connected computers located worldwide. Most
of our "corporate unlimited server license" holders build their own grid of servers because of faulttolerance and geographic reasons.
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Your competition takes care of fault tolerance in a different way.
Our system is failsafe: With ISL Online, one can build a dedicated, failsafe support network (grid) of
servers, that take care of Quality of Service and failsafe operation. In case of hardware as well as
network problems, sessions are automatically running through the most appropriate server. If one
server fails, customers notice nothing.
There is no similar solution on the market. Most other solutions rely on a hot spare – the customer
needs to buy two or more identical systems (servers) and in case one fails, establish a DNS failover
(the second box takes over all traffic). That takes some time and all running sessions of the failed
server are cancelled. Such systems are alone not even capable of load distribution.
All these mechanisms are already built into ISL Online, no additional software or hardware is needed.
We enable our customers to build a network equal to our own Hosted Service network.
Please see this topic for more information.
Is a boxed remote desktop solution better (more secure) than having a server at my own premises?
There is no difference in security. We advise our smaller customers to buy and use ISL as hosted
solution. Customers, who want a server license, usually do not trust any box and want to have full
control over the server and possess required knowledge for doing so. For them, we provide ISL
Conference Proxy for Windows and Linux. They usually wish to run it on hardware they trust and
maintain as well as let ISL take care of fault tolerance and Quality of Service.
Although some smaller customers desire a boxed solution because they believe it is small and
convenient, its power requirements, failure rate and especially limited reliability and bandwidth need to
be taken into account. With hosted solution, the customers are always presented with the best
service, no matter where in the world they are.
Link is encrypted end-to-end so there is no way for anyone including our own server to listen in. Look
at “server-vs-hosted”. Most clients that build their own server do so because most of the traffic they
generate is in-house.
If I am connected to a client in order to help him/her establish a VPN connection, what happens when
the VPN is up?
The client will automatically reconnect back to the same session, you will experience about a 1
second freeze in view of remote desktop, so there is nothing to worry about.
What certificates do you hold?
Our software security is VeriSign certified. You can also check our security statement for more
information.
What patents do you hold?
A core part of our technology is proprietary. We are not disclosing it and have therefore not patented
it. Patenting the way the system works, as some of our competitors do, is ridiculous as it only
describes common sense and obvious programming practice. Nor is software patenting possible in
Europe, where our software is produced.
Can I change the look and texts of ISL Online products?
Yes, there are many options for such customization. Please refer to the appropriate manual for more
information:
ISL Light customization (e.g. adding your company logo, adding session dialogs, customizing skin
and texts)
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ISL Pronto customization (e.g. web chat layout customization)
ISL Conference Proxy customization (e.g. user web pages)
I would like to implement ISL Online software into my own software and charge by the minute. Can I
do that?
You may of course implement ISL Online into your own software, you may even start to resell your
own support network. Please send us a brief description of your software, a link on a demo or beta
version and ideas on where and how our software should be implemented. Do you intend to offer it as
a service or will your software run on client’s machines? Will you take care of reliability and
scalability of the service? Do you intend to build a grid of ISL Conference Proxy servers?
In our system we have a very strict firewall so our administrator needs to enter the IPs of the ISL
Online Network servers. Can I also have DNS names of your ISL Online Network servers?
If possible, please add server*.islonline.net to your firewall. If not, then please refer to this link for an
up-to-date list of our server IP addresses.
Do I need to install anything before hand?
If you are using Hosted service running on ISL Online servers worldwide, you do not need to install
anything. With exception of ISL AlwaysOn, ISL Online products start in seconds after they are
downloaded from the ISL Online website. ISL AlwaysOn requires short installation procedure, which
can be started by supporter remotely, but installation instructions and links can also be generated by
the system and can be sent to the remote user (client) by email.
Server licence users need to install ISL Conference Proxy on their server. It will require a static IP or
DNS name. Basic network and port forwarding knowledge is needed for such installation, but the
procedure for end users is the same as with the hosted service.
What is the difference between hosted and server solution?
Hosted service is running on ISL Online servers worldwide. Hosted service allows users to start using
the service immediately. Subscription for hosted service is valid for one year.
Server licensed software is intended for advanced users. It is running on server(s) provided by your
own company. License may be used for an unlimited period of time, with optional yearly updates.
What is an “active connection”?
It indicates the number of simultaneous sessions that may be established. One single ISL Online
license allows users to use all products of the ISL Online family (ISL Light, ISL AlwaysOn, ISL Groop,
ISL Pronto). If you purchase one active connection, you may use one product at the same time. If, for
example, you have two supporters working full time on remote desktop support, you would need two
active connections.
Please see https://www.islonline.com/shop for more details.
I have looked for my password for ISL Light but can't find it. How do I solve the problem?
Please note that there are two types of usernames - one is ISL Online account username (and a
matching password) and the other is ISL Online products username (and a matching password).
While the ISL Online account is used primarily for general account settings, the ISL Online products
username is used for features concerning ISL Online products (session control, adding, editing and
removing ISL AlwaysOn computers, Product user settings etc.).
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Important: Initially, these two passwords are the same, but if you change one of them, the other
does not change!
If you forgot the password for one of your ISL Online products usernames (e.g. you cannot obtain a
session code for ISL Light), you should go to http://www.islonline.net, click "Product Login" in the
top-right corner, click Forgot your password?, enter your username in the provided field and click EMail Password.
Another option is to login to your ISL Online account (go to http://www.islonline.com, click "My
Account" in the top-right corner, enter your ISL Online account's e-mail address and password and
click "Login"), go to Hosted Service - users. You will see a list of users with the option forgot
password next to each user - click it, then click the Send Password button.
If you forgot the password for your ISL Online account username, you should go to http://
www.islonline.com, click My Account in the top-right corner, click "Forgot your password?", enter
your ISL Online account's e-mail address in the provided field and click "Continue".
Can users change their passwords on their own, outside of the ISL Online account (applies to hosted
service) or ISL Conference Proxy administration (applies to server licence)?
Hosted service users:
Yes, each user can change his/her password. Instruct them to go to http://www.islonline.net, select
the "Product Login" link in the top right corner, enter their desired username (username format \
\ domai n\ us er ) and password, then click "Login". After that, they should click on "Account" in the
top right corner.
Server licence users:
Yes, each user can change his/her password. Instruct them to go to http://<server-address>/, select
the "Login" link in the top right corner, enter their username (username format \ \ domai n\ us er )
and password, then click "Login". After that, they should click on "Account" in the top right corner.
If I purchase a Server License will you install the software on my server for me?
We can help you - through the live chat (ISL Light remote support), mail or phone. The installation
itself is a question of a special agreement. Please send us an e-mail to [email protected] and
state your wishes.
How do I hide my outside IP address in the client software? I don't like hackers to know my IP.
There's no way to hide it - you can make a DNS name if you prefer the IP to be a bit more hidden. We
also think you should not worry about the IP too much. It is basic information required for the internet
to work and it is usually not hidden in any such internet software. Even if you have open ports, you
can use passwords and other security measures to protect your server.
Can you please tell me the time schedule for your ISL Online service - do you have some periods of
time when the service is closed because of maintenance?
ISL Online service is running on a worldwide grid of servers (ISL Online Network) 24/7. If one of the
servers needs maintenance or is not available for some other reason, the other servers take control
over the active sessions.
I have registered my ISL Online domain in my ISL Online account at www.islonline.com in order to
add more users to my account. From that moment, my ISL Online product username is not working
anymore. Can you help me?
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ISL Frequently Answered Questions
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When the ISL Online domain was created, your username had changed. The new form is: \\ISL
OnlineDomain_name\username. You can also remove the ISL Online domain name, if you no longer
need to have the domain setup. Then you will be switched back to single user mode.
How can I define a default starting location for ISL Online products (e.g. in order to use restart and
resume under a guest account)?
All ISL Online products' executables (on Windows)
The content of such packed executable is extracted to the user's temporary location and then the
main application binary is started.
It is possible to change the location used by the ISL Online products by setting the value l oc at i on
under the following registry key:
( HKLM| HKCU) \ Sof t war e\ I SL Onl i ne\ l aunc h
If you set the value c r eat e under the same key with value ( DWORD) 1 , it will also create the
directory in case it does not exist.
I am using BitDefender and ISL Online products get blocked. What can I do?
To avoid blocking ISL Online tools by BitDefender Total security 2009 32b 15-May-2009 18:20, please
follow these steps:
1. Define a customized ISL Online starting location
Please refer to the GEN-41 answer for detailed instructions - here is an example:
( HKLM| HKCU) \ Sof t war e\ I SL Onl i ne\ l aunc h
name: c r eat e type: REG_DWORD data: 0x 00000001 ( 1)
name: l oc at i on type: REG_SZ data: c : \ t mp\ Xl abLaunc h
2. Change BitDefender settings
Right-click the BitDefender tray icon and select "Show". Switch to advanced view and select
"Antivirus" option. Check the checkbox next to "Exclusions are disabled" (it will change to
"Exclusions are enabled"). Right-click in a line under Files and folders and select "Add new
path".
Enter the same path that you set in the step 1 (c : \ t mp\ Xl abLaunc h in our example) and finish the
procedure.
Why can't I register with a disposable email (e.g. mailinator, guerrillamail etc.)?
Due to increased abuse of disposable email accounts when registering at ISL Online, we decided to
disable such registrations. To proceed with the registration please provide a regular email account
(Gmail or similar) or your company email. If you provided a regular email address and you are getting
this warning, please email us at [email protected]. We apologize for the inconvenience.
We use a web proxy. Is it possible to manually specify connect options that need to be used in our
environment?
Yes, ISL Light and ISL AlwaysOn support a special registry entry where you can specify connect
options for such environments. Please contact your network administrator about any required
parameters such as server address, username etc. If you do not use a web proxy to connect, you
should not specify these options.
To specify connect options, please create a string value called c onnec t _opt i ons under the
following registry key:
HKLM\ Sof t war e\ I SL Onl i ne
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ISL Frequently Answered Questions
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Value c onnec t _opt i ons can include the following:
ht t p_pr ox y =<pr ox y >&ht t p_pr ox y _us er =<us er >&ht t p_pr ox y _pas s wor d=<pas s wor d>&
f or c e=<t r ans por t >
Parameters <us er > and <pas s wor d> represent the web proxy username and password (if
needed), <pr ox y > represents the web proxy server address, while parameter <f or c e> will force the
use of specific transport - the following values are available for <t r ans por t >:
di r ec t
wi ni net - ht t p
wi ni net - ht t ps
wi ni net - ht ml
ht t pt - di r ec t
ht t ps - di r ec t
ht t pt - pr ox y
ht t ps - pr ox y
You should at least specify a server address and transport type, e.g.:
ht t p_pr ox y =192. 168. 0. 1&f or c e=wi ni net - ht t ps
How can I get my own branded ISL Online Access Point such as http://company.islonline.net?
Thank you for your interest in this new ISL Online feature that is available for all our
hosted service users - it allows you to use your own branded ISL Online Access Point
for both your staff and your customers, adding another professional touch to your
services.
This is a sample page:
http://company.islonline.net/
You can see that there is a big link in the top right corner that says Get Your
Branded ISL Online Access Point and points to this document - you will obviously
want to replace it with your choice of links, e.g. something like this (link names and the
locations they point to, ordered from left to right):
Home -> http://www.example.com/
Support -> http://www.example.com/support
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Contact Us -> http://www.example.com/contact
About Us -> http://www.example.com/about
It would look like this on your branded ISL Online Access Point:
You are just one email away from your branded ISL Online Access Point, with no
additional charges! So, how to get started?
First, please note that it is required to have a registered ISL Online domain within
your ISL Online account. If you have not done it yet, please do so now by following
these steps:
1. Go to http://www.islonline.com/account and login to your ISL Online account.
2. Go to Hosted Service - users.
3. Click Register your ISL Online Domain.
4. Enter the desired ISL Online domain name (usually your company name) and click
Change.
Please prepare a file with your company logo in PNG or JPG format - it will replace
the "Your Logo Here" image.
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Send an e-mail to [email protected] with the following format (do not forget to
attach the file with the logo!):
s ubj ec t : Hos t ed s er v i c e - Br anded I SL Onl i ne Ac c es s Poi nt f or <y our
c ompany name>
body : Pl eas e c r eat e a br anded I SL Onl i ne Ac c es s Poi nt f or our c ompany .
Our I SL Onl i ne ac c ount e- mai l
i s : <y our I SL Onl i ne ac c ount e- mai l >
Our I SL Onl i ne domai n i s : <y our r egi s t er ed I SL Onl i ne domai n, e. g. \
\ my c ompany >
Des i r ed page t i t l e: <web page t i t l e, e. g. my c ompany s uppor t >
Des i r ed c us t om l i nk s :
<l i nk name 1> - > <l oc at i on 1>
<l i nk name 2> - > <l oc at i on 2>
...
( e. g. Home - > ht t p: / / www. ex ampl e. c om/ )
at t ac hment : <f i l e wi t h y our c ompany l ogo>
We shall create a new access point for you (if your ISL Online domain is my c ompany ,
your branded ISL Online Access Point will be located at http://
mycompany.islonline.net) and reply to your e-mail when it is ready.
If you have any questions, please do not hesitate to email us at
[email protected] or come to our live chat (at http://www.islonline.com, top right
corner) and we will be glad to assist.
What is the purpose of port 7615?
Port 7615 is the preferred choice and you can think of it as the standard ISL Online
port, just like 22 is ssh, 23 telnet, 25 smtp, 3389 rdp etc. - you can also find it in the list
of ports at wikipedia.
Having a specific port is also very convenient - if you have a certain company policy
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ISL Frequently Answered Questions
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22
and use a firewall/proxy, but would like to adjust it to allow ISL Online traffic, we simply
instruct you to open port 7615 and all ISL Online products will work great. If we only
used 80/443, the admin would find it difficult to try and allow ISL Online but limit other
traffic that also goes through port 80/443.
In general, the first thing to consider when dealing with a proxy environment is to
check with the system/network administrator if it is possible to make an exception.
This does not mean that you completely disable the proxy, just let the ISL Online traffic
through directly and keep filtering the rest. If the proxy supports DNS name
exceptions, then allow direct outgoing tcp connection for port 7615 to
* . i s l onl i ne. net . If the proxy supports only IP number exceptions, check this link for
a current list of our server IPs. Direct connection offers best performance and
minimum delays.
In an ideal world of direct connections and flexible security policies, the story would
end here, but since there are many customers behind corporate firewalls/proxies
where only http and https traffic is allowed (so, port 80 and/or 443) and system/
network administrators do not want or are not allowed to add exceptions, we also
support that and our applications try to find a working transport even in those
situations (detect proxy settings, use wininet, create a tunnel, make use of the
wildcard dns - helps with some proxies, etc.).
Situations where such filtering is involved can suffer from additional delays, mainly
due to transport timeouts in the connection establishment process. ISL Online
products always (well, unless you force a certain transport type through registry or
command line) try direct connection using port 7615 and if that fails, they try ports 80
and 443 with various proxy methods. Each transport type has a timeout of 7 seconds
and on windows we try 8 transport types, so if it is the last one that gets through, this
means almost 1 minute delay. If a customer complains about long delays, the best
thing to do is connect to the problematic computer and click find best transport in
our utility connection tester. It will show you a list of successful transports along with
the average transfer rate, delays etc. These results will allow you to force the best
transport. Both you and your customer will appreciate the reduced connection delay.
If you need help when dealing with ISL Online products in proxy environments you can
contact ISL Online team over the telephone, via e-mail or through our live chat (simply
go to http://www.islonline.com/ and click the Chat Live button in the top-right corner of
the page).
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ISL Frequently Answered Questions
3
ISL Light
23
ISL Light
I would like to customize ISL Light skin and texts. How do I do that?
Please refer to this topic in the ISL Light manual: Changing program skin and texts.
How can I export ISL Light session data?
Please refer to Reports chapter in the ISL Light manual for more information.
Can I make a "join page" where a user enters a session code and clicks Connect, similar to your
http://www.islonline.com/ - "Were you invited to a session?"?
Yes - please refer to Web Integration topic in the ISL Light manual where you will find sample HTML
code for this.
What is the purpose of ISL Light?
ISL Light is a secure and affordable way to remotely deliver technical assistance to your customers or
employees anywhere in the world. Without any installations or configurations, ISL Light support
sessions are started in seconds. You can view your clients' desktop, control the keyboard and
mouse, transfer files, and communicate via the integrated audio and video plug-in, record sessions,
play recorded sessions, restart the remote computer and login back to the session...
What rights do I have on the remote computer?
You have the same rights as the Windows account, logged at the remote computer at the time of the
session.
I need to install something on the remote computer? How do I get administrator rights?
You should first enable administrative mode and restart and resume. After that, you just perform
Windows switch user and login as the administrator.
If someone is supporting me, how do I stop him?
There are several ways to do this. A simple mouse move suspends the control for a few seconds. If
this is not enough, you can "Revoke Control" by pressing the corresponding button at the top of the
ISL View window on the Client side. You can also press "Stop Sharing" button or simply close the
ISL Light application by pressing "Close" button on the ISL Light application window.
Can I take a screen shot from the ISL Light View?
Yes, please click on the Tools button at the top right of the ISL View window and then select Screen
to Clipboard option in the menu.
Is it possible to show your desktop to more than one user with ISL Light?
You have to start several ISL Light sessions, than it is possible. But it is much more effective if you
use a product called ISL Groop, which is designed for multiple users presentations. ISL Groop is a
part of All-in-one licensing policy, so you can use it.
Can I get a recording of the session?
Yes you can. You should start recording first. To do this, you need to load the Recording plugin.
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Please right-click the settings icon on ISL Light GUI and select "Recording", then "Load Plugin". Then
right-click the settings icon again and select "Recording", then "Start". Remote user will be asked to
confirm this action.
To stop recording the session, right-click the settings icon and select "Recording", then "Stop". The
local user will be presented with a notification about the file name of the recorded session and given
an option to view it using the ISL Recording Player.
If the user selects View, ISL Recording Player is started from the ISL Online webpage immediately.
User can manually start the ISL Recording Player by right-clicking the settings icon, selecting
"Recording", then "Start Player".
Restart and resume does not work.
You should enable the Restart and Resume function prior to the restart of the remote computer. To do
this, press "Tools" button on the top-right of the ISL View Window, and then select Administrative
mode / Enable. After the procedure is confirmed by the remote user, press the "Tools" button again
and then Administrative mode / Enable Restart and Resume. The system is now prepared for
restarting the remote computer.
If this does not work, please check if you are using the latest version of ISL Light, as versions prior to
3.1.0 do not support this feature. Also you will need to check if the client on the remote side is using the
same version number (Most features of ISL Light Desk and ISL Light Client work even if versions of
executables are different. You may not have noticed that the remote client is using a different executable
version to the one you are using).
Can I pay supporters based on their efficiency, number of customers served and customer
satisfaction?
Yes this is possible. As additional support, ISL Light session list reports can be used. Reports
include additional data from the customized End Of Session questionnaire, which appears at the end
of the ISL Light session if set. You are able to specify the EndOfSession dialog.
I'm wondering what the ISL Light updates contain since there is an update every 6 months?
We constantly maintain our applications so that they work as promised, adapting to new software,
OS changes and firewall updates, as well as fix bugs, add new features etc.
Please refer to our release documentation at the following link: ISL Release Documentation
I tried to establish a connection with a customer but when the customer entered the session code
and I clicked on the icon to take over his desktop the ISL Light Desk has disappeared. I have checked
the log file in C:\Documents and Settings\<username>\Application Data\XLAB ISL Light Desk3\*.out
file, but haven't seen anything special in the log. Can this be caused by a firewall or proxy?
It would be best if you can come to our live chat so that we can check your situation and see what
the cause for the problem is.
Some versions ago – there was a Print Screen function in ISL Light?
It still works, but you have to click outside of the ISL View window first. You can also select Tools
button at the top-right of the ISL View window and then "Screen to Clipboard" option.
Does ISL Light use the clipboard - can I copy items from the remote computer to my computer
through the clipboard?
Yes - it transfers the clipboard (text) from local to remote and vice versa.
How long does the system keep an ISL Light session?
A session is active while ISL Light Desk is active. When ISL Light Desk is closed or only the session
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ISL Frequently Answered Questions
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is closed by pressing "Disconnect from the session" button, the session is not active any more. The
system keeps the basic session info (ISL Light Desk and Client computers' IP numbers, chat
transcript, amount of transferred data etc.).
Is there an ISL Light product where we can monitor our Client's workstations?
You can see what is happening on the Client computer through the ISL Light session. But the graphic
interface is visible on the Client side. According to our security policy customer should confirm that
his/her monitor is viewed.
File transfer in Vista is not working. Why?
In Vista additional security is implemented (integrity mode) by Microsoft and application can
communicate with other application that have same or higher integrity mode.
You could drop a file to ISL Light if your Windows Explorer is started with high integrity mode.
Usually, the Explorer is started with medium integrity mode, ISL Light is always started with high. To
workaround, press File transfer button and then send files. A file transfer dialog with selection option
appears.
Another way to workaround is the following procedure:
1. Create shortcut to Explorer on your desktop.
2. In task Manager kill current explorer
3. Within the task manager "Start new task"
4. Select Win explorer from the desktop, using right mouse click and start it as the administrator.
Can I make an ISL Light user that can only view remote desktop and not control it?
For now it is not possible to disable the control function. It is the Client's decision only, if he/she
allows the control.
I have seen an ISL Light End-Of-Session dialog at my business partner's computer. Can I create the
EOS dialogs for my ISL Light Sessions?
Yes, but you can create complex EOS dialogs only if you have purchased Server License. If you are
using Hosted service, you can only switch on/off simple EOS dialogs.
For more information, please refer to Customisation topic in the ISL Light manual.
Can I import my company logo into the ISL Light GUI if I use hosted service?
One way is to send us an e-mail with the desired logo and we make a customization for you - please
refer to this topic in the ISL Light manual.
Another way to use your company logo with the ISL Light GUI is through command line arguments please refer to this topic in the ISL Light manual for more information.
Can you tell me where I can find info on how to access a Vista PC as an administrator?
When you have the control over the remote (Vista) computer, please select Tools button then
Administrative mode / Enable option. The system asks for username and password. There are two
options to enter them: 1: through the ISL Light 2: through the UAC. You should know the
administrative credentials of the remote PC.
We are sometimes connecting to customers with very slow internet connection. We changed the
color depth to 8 colors (very low) but ISL Light is not a lot faster. How can we make the connection
faster or more stable?
Have you tried to change Settings / General / Enable MTU Fix to "Slow" or "Slowest"? It can help
sometimes. MTU stands for Maximum Transmission Unit - the physical size of a packet.
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ISL Frequently Answered Questions
ISL Light
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We can connect to the remote computers as a guest. Will ISL Light work?
Yes, ISL Light works under the guest account - when started, it looks for a folder that is allowed to
be changed under limited user (guest) rights and uses it.
We are trying to enable administrative mode and are putting in Administrator username and
password. It does not work (always saying wrong password or username). Is there any ISL Light
Administrator standard username or password?
The administrative username from the computer streaming its desktop should be used in this case. If
the operator does not know the password, the remote user can enter it.
I have purchased 4 Hosted service licenses. If I have 4 connections active and I would make 5th
connection one of the first four connections is deleted and I have no control on which one is deleted.
How shall I control this?
Under ISL Light versions prior to 3.2 the system has randomly terminated one the sessions if the
number of established connections was greater than purchased. The latest ISL Light version displays
a warning "the concurrent usage limit reached, please visit this link to terminate sessions" and
instructs the user to login to the ISL Online product account where he/she can see the list of active
sessions and terminate the desired session. You can also manipulate the sessions by navigating to
www.islonline.net, then login with your ISL Online product username and then selecting "License
usage" link at the top right corner of the screen. You will be able to see and terminate all the
sessions of your ISL Online domain, including those created with ISL Online Products usernames
other than yours.
We would like to encourage you to buy additional Pay-Per-Use coupon for such cases, when you only
sporadically need another connection.
Is it possible to transfer the session to another helpdesk supporter?
Yes, for more information on how to perform this, please see the Session Transfer topic on our
website.
I want to connect to the remote computer through the VPN and then start ISL Light to access the
third computer? Is that possible?
Yes, you can use ISL Light that way.
If I publish a link to the ISL Light Client executable on our website, will our customers realize that they
are leaving my website or can it be a flawless transition? In fact, do they then ever leave my website
and enter yours as a part of the execution?
They will probably not realize where they are downloading the file from. However, you can also
download the file from our website and publish it on your website - not only the link, but the file itself.
Customers do not need to visit ISL Online website at all if you publish the file on your website. You
should update the file regularly in order to have the latest version, which is not the case with the link,
as they are always the same.
Is ISL Online support available across the different operating systems or is it only Windows to
Windows?
We support all combinations: Windows to Windows, Windows to Mac, Windows to Linux, Mac to
Linux and vice versa.
What is meant by the ISL Light feature "Application Sharing"?
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You can choose to share (allow remote supporter to see and have control of) only one application
instead of the whole desktop. For example, you can open the Invoicing application and allow the
remote supporter for accounting software to see and have control of only this application. He / she
cannot see and control the desktop of your computer in this case.
What if the user does not know the administrator password and I, as the remote supporter know it?
Will ISL Light still be useful?
When you connect to the remote computer through ISL Light, you get the same rights as the person
currently working on the remote computer. But with versions newer than 3.0.4 you can also switch to
the administrator mode by typing in the username and password (the client or the desk can type it in
also). You can even restart the remote computer and resume working after the reboot, if you have
enabled the administrator mode and also the "Restart and resume" mode (to enable these
functionalities press ISL View Tools button / Administrative mode / Enable and again Tools button /
Administrative mode / Enable restart and resume). Do not forget to logoff windows on the remote
computer before finishing the ISL Light session if you have been using administrative account and do
not want remote user to retain this user rights.
Is it possible to start ISL Light Client automatically with a parameter, so the remote client does not
need to type in the session code?[****]
Yes, please call the ISL Light Client with --connect <code> parameter, where <code> is a session
code. Note that parameters need to be URL encoded if you are calling the ISL Light executable from
the website. To URL encode the command lines, you can use ISL Online URL encoding page: http://
www.islonline.com/help/help_cmd_line_url_encode.php
A supplier wants to use your application ISL Light to connect to one of our desktops. We have no
knowledge of this product and we are wondering about security?
Please read the security document relating to ISL Light here. We use the highest security standards
in the industry so you shouldn’t need to worry – amongst others, banks and insurance companies are
using ISL Light. If you, at any moment, feel that the remote party is doing something he should not,
simply move your mouse and you will be in control again. Then just press the “Stop sharing” button
and the desktop sharing will be terminated.here.
I would like to have control of the remote machine, where ISL Client is running but I don't want the
Client to know about this access. Is that possible?
This is not possible - the Client must confirm that you start the session, view his/hers desktop and
have control. You can try to hide your presence by starting ISL Light session through the ISL
AlwaysOn product, which allows access to the remote computer without physical presence of the
remote person, but ISL View TopBar is still clearly seen there during the session. It is possible to
unpin the TopBar to enable the auto hide option and minimize the ISL Light Client, but there will still
be some ISL Light messages indicating that someone is controlling the computer. We will never
publish a software that a client will not be able to stop.
Our ISL Light Client user says that ISL Client is taking CPU utilization near about 17-23 % during the
remote session. Is there any specific reason behind that?
On our test machine (Core 2 Duo) the desktop sharing plugin consumes less than 1 % during small
changes and 15 % during rapid screen updates - when a user is doing multiple tasks at same time.
The CPU consumption depends on network bandwidth and CPU capacity.
Does the session continue if you establish the ISL Light session with local IP A and in the middle of
the session you change the IP A into local IP B?
Yes, ISL Light reconnects back to the server, it's almost the same as if you unplugged the cable and
plugged it back in.
If I unplug the network cable from the computer while in a session and then plug it back in, what
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happens?
The ISL Light session continues running normally, as soon as the internet connection is reestablished.
I tried to connect to a customer where a proxy is used - customer's computers have the proxy
settings for Firefox but they are not set in Windows-Settings. I was not able to connect. What can I
do?
ISL Light does not support Firefox proxy settings, but it supports Windows Internet Options settings
(in Control Panel), which are also used in Internet Explorer and Windows update. Please set those
settings so that ISL Light will be able to use them.
I tried to connect with a client two thousand kilometers away. ISL Light Client started OK, we could
chat, but when I asked to view the remote desktop, the window "loading plugins..." hanged. Client's
computer was cleaned after the virus attack a week ago. Can you give me any advice on what to do in
general terms when we encounter such problems?
Sometimes we get reports on problems with personal anti-virus software. In such cases we usually
recommend customers to disable the anti-virus for the time of the session. Otherwise the best thing is
to send us the debug log from the ISL Light Client so that we can investigate the problem. Press
settings button and enable debug log then send us the log to [email protected]
Can you help me with the key combination to exit ISL Light full screen view?
Press <Ctrl> and <Esc>.
Is it possible to launch ISL Light without an .exe file because our company's security policy does not
allow employees to launch exe files?
Running ISL Light without exe files is not possible. Usually the download of executables is prohibited,
but launching is allowed for "registered" files only. So we think the problem is in "downloading". If so,
security settings can be reset to allow only ISL Light executables to be downloaded and "registered"
for executions.
For the last few days, ISL Light Desk is really slow when getting a code. Others in my company don't
have this problem. What could be the reason?
Maybe you can uncheck "Automatically detect proxy" in Internet options in Internet Explorer: Tools /
Internet options / Connections / LAN settings / Automatically detect settings.
We are not able to use ISL Light to support some of our users with some Cisco network hardware
because their firewall does not allow the file download from third party websites. Is there a
workaround?
You can add ISL Light Client executable to zip / zip with password and put it on your web site. You
can also publish it on the customer's intranet or even distribute it directly to such limited computers.
We're a company providing tech support and we use remote support as a means of providing support
to our customers. While providing support via remote access, our support professional may require
assistance from their supervisors or mentors. Can they invite them in their ongoing session?
The supervisor can connect to the remote computer by establishing another ISL Light Session from
his/hers computer to the client computer. This kind of support can be made from any location. It is
also possible to transfer the ongoing session directly to the supervisor or mentor by clicking Tools>Session Transfer and sending the other supporter an email. Since ISL Light is a one-on-one support
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ISL Frequently Answered Questions
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tool, the session automatically closes on your side when the other technician takes it over.
I'm using ISL Light and have control of the remote Client computer. Can I print a document from the
remote computer to the printer at my computer?
Yes, it is possible - please refer to this topic in the manual: Remote printing
How secure is your ISL Light software to prevent "hackers" from accessing my computer while using
your software?
ISL Light uses standard SSL encryption. You can be sure that your session is private - it is encrypted
point to point - from ISL Light Client to ISL Light Desk. Also the Client has to allow each action - so
remote user can not just take over your computer. You do not need to change anything in your
Operating System settings. For additional information, please refer to the Security topic.
Question about the security of the ISL Light: our customer is a bank and they do not allow peer-topeer connections. They want to know if we work over HTTPS and if so, if ISL Light encrypts the data
all the time, or just to make the connection?
The connection uses end-to-end SSL encryption. After the session is established, the traffic still goes
over the server, but the server cannot read the data (everything is encrypted end-to-end with SSL
throughout the session). For added security, you also have the option of Server license, so you can
install the server yourself.
I tried to put an image into my packet, then went to download the ISL Light Client executable. I notice
it does not work. Can you please help?
Logo image must be BMP type, maximum size 80 * 80 pixels. Any other format will not work.
We are an IT support company and we use ISL Light. Is it possible to have our costumers pay for the
sessions?
There are two options. First is to run the Session report and extract the data (session length, time) for
your invoices (login to MyAccount at www.islonline.com, then My Account / Hosted service /
Reports). If you have your own Conference Proxy server, you can automate the process and have
session data transferred into your billing software on the fly.
The second is to encourage the client to purchase ISL Light and allow you to use their ISL Light when
supporting them.
Some of our customers don`t want to let the users use the internet, but wish to allow use of ISL Light.
Please tell me what to do?
A simple and fast option is to install a firewall and prohibit all applications with exception of ISL Light.
How does ISL Light compare to VNC?
Generally we do not compare our ISL Online services to other products, but here are some details to
consider regarding VNC and similar products.
VNC is a remote desktop control software (e.g. for remote administration of servers, etc.), requiring a
lot of work, and ISL Online are a group of products for remote support, requiring no interaction on both
sides.
For example, in ISL Light you do not need to configure firewall on the side which streams desktop (or
on side that is watching desktop).
ISL Light has automatic transport. It uses port 7615 outgoing to connect to server, if this fails it tries
443 and 80. If you close all ports and use http proxy ISL Light can also use this proxy.
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ISL Light also has many additional features - file transfer, audio, video,... and can be defined as an
instant tool - you can connect with anybody in moments.
Other facts:
ISL LIGHT can be used instantly by the customer (no installation or configuration required by the
customer, customer just starts the executable from the internet); VNC should be installed and
configured on the customer's computer before the connection is established and should run as a
service (to accept connections from the »supporter«); Customers’ computer should be running on the
public IP address or port forwarding should be configured on customer's firewall in order to connect by
using VNC; customers usually do not know much about their network configuration, IPs, NAT,
firewalls, etc. When using ISL LIGHT, customer does not need to know anything about network
configuration etc; no changes are needed on the firewall of the customer's organization
By using VNC, a remote desktop connection is initiated by the supporter, by using ISL LIGHT, a
remote desktop connection is initiated by the customer
ISL LIGHT uses XLAB's proprietary network layer called xNET; connection is established through the
ISL Conference Proxy server; VNC is a client/server product
ISL LIGHT has several additional features (localization – multi language user interface, customization
- possibility to include your company's logo to client and desk window, chat - desk and client can
chat while in session, presentation mode - desk can show a desktop to the client, network
improvements - HTTP Proxy authentication, firewall, dynamic IPs compatible.
I'd like to create an ISL Online Network domain name to allow distribution of different usernames. Can
you let me know the impact on existing (simple) username/password setup?
The existing password for logging to the ISL Online account remains the same. On the other hand all
new usernames for ISL Online products must be written in a form \\domain\username. This also
applies to ISL AlwaysOn - it uses ISL Online Products username.
When I am connected to a computer with Windows Vista, the Vista user can't drag and drop files to
me. Is there a solution?
This is because the processes are running on different levels. Workaround: ISL Light Desk should
click on file transfer button and select the "receive files" option. The folders/files of the remote
computer will be displayed and can be selected to transfer from Client to Desk.
Is there a time limit on ISL Light? I can see the remote desktop, get control, but after about 3 minutes
I am disconnected from the session.
It seems that you are using username “demo” and password “demo”. They are designated for the
demonstration use. The sessions with these credentials are limited to three minutes. Please register
for a free trial at www.islonline.com.
I have a 1Mb internet connection. Still, ISL file transfer is only 50 kB/s. It is the same bandwidth on
both sides, and none of them is using the bandwidth during this test. I feel like something is eating
bandwidth, I know that SSL needs some bandwidth for certificates encryption, but 50 KBps on 1 Mb
line is not enough!
1Mb line equals to about 127 kB/s. And, you probably have ADSL, asynchronous connection, with
1Mb download and much less upload capacity (probably 256 kb or 512 kb, equaling 32 or 64 kB/s).
Desktop sharing might take up to half of the bandwidth. If both - file transfer and desktop sharing demand high bandwidth they will each get 50% of the bandwidth. Nevertheless, ISL will take full use
of your available bandwidth. Even more, ISL file transfer compresses files before transferring them.
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ISL Frequently Answered Questions
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Does the ISL Light remote assistance work with Mac and Linux? Is it the same link from your front
page for all operating systems or are there any other clients we need to download?
The best way to start ISL Light Desk and ISL Light Client is to use our webpage http://
www.islonline.com/isl-light/. When you click on the Desk or Client button on the right, it auto detects
your operating system and points your browser to the appropriate download. So if a Mac user clicks
it, the Mac version of ISL Light will be downloaded and an icon will be placed on the desktop. In order
to use it, the Mac user just double-clicks the icon on the desktop. The code is ultimately different of
course.
Is there a way to disable the Session Comment window that appears right after an ISL Light session?
We are using Hosted Service.
Yes. Navigate to www.islonline.com, login with ISL Online Account then select My account / Hosted
service / users option and then check customization (set to "no dialog")
We have a problem with ISL Light 2.2.1 and clients with Windows Vista Systems. What can we do
about it?
ISL Light 2.2.1 does not support Vista. You should upgrade to ISL Light 3.04 or later.
I would like to know if ISL Light is compatible with Vista without switching off the default Vista
behavior (such as User Account Control)?
Yes, Vista UAC is supported by ISL Light. Also when streaming Vista desktop, the current Vista view
is switched to basic to spare bandwidth (Vista desktop can be set to Aero color scheme mode which
is spending much more bandwidth than normal view).
I had an ISL Light connection with a customer and my laptop shutdown because the battery was
empty. Can I reestablish my connection?
If the ISL connection was terminated and there is no ISL Light GUI window after the restart, it is not
possible to enter into the same session. Your laptop probably just hibernated, and after waking up, if
neither you nor your customer has closed the ISL Light window, the session will reconnect
automatically.
When I create a new user, I don't get the option to enter a password for that user. Why?
The password is sent to the email of the user. The account holders can change all the passwords
from the user page http://www.islonline.net/.
I have purchased 500 min PayPerUse coupon and have downloaded ISL Light Desk executable from
the website of my partner. I'm trying to get the session code, but it says my password is incorrect. I
have double checked for typos and it is ok.
Your partner is probably using Server Licensed software, so the downloaded executable is pointing to
their ISL Conference Proxy where your username and password aren’t specified – it is their system
for their clients.
To start using ISL Light, please navigate to our hosted service site www.isllight.com and click on ISL
Light Desk button. You should also download ISL Client from the same location.
I want to prepare my firewall for ISL Light usage. Can I use DNS - it will be easier to set outbound
rules?
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Try to use this rule: server*.islonline.net. Sign "*" stands for ISL Online server number.
I need to give a user remote access only to a specific application, not to the whole desktop. Is this
possible with ISL Light?
ISL Light supports three modes of desktop sharing:
1. Desktop sharing (remote supporter can view & control the complete desktop);
2. Region sharing (you define a region by drawing a rectangle) - supporter can see only the desktop
within the rectangle;
3. Application sharing - supporter can see only the application you have defined.
Where can I find all command line parameters that I can use for the ISL Light Desk or Client?
Please visit this link for more information.
Where can we find a version of ISL Light without any plugins? We need it for our clients that have
limited bandwidth.
There is no special ISL Light Client without plugins. But you can disable plugins for a specific user.
For Hosted service, please navigate to www.islonline.com, login at "My Account" and select Hosted
Service / Users / Additional ISL Online user / Limitations. Note: Limitations can be changed for
Additional ISL Online users only. Therefore you should have registered ISL Online Domain first.
For Server License: Login to ISL Conference Proxy administration (http://localhost:7615/conf), select
User management / Users / User and then Plugins tab. Disable unwanted plugins (usually audio &
video, possibly also file transfer) and press "Save" at the bottom of the page.
When Windows Vista "User Account Control" is enabled it always asks if you are sure that you want
to do this and that. Those questions are not shown on my screen when I use ISL Light. Can you
please help me?
You are most probably using a very old version of ISL Light that was released before Windows Vista.
Windows Vista is supported in ISL Light version 3.0.4 or newer. Upgrade to the latest version and see
if the problem persists.
I am located in one country and my client is in another country. Is it possible to clear a virus from the
client's computer using ISL Light?
You can control the remote computer as if you would sit in front of it. If you want to restart it, after the
virus is cleared, please enable the "restart & resume" mode before the restart. To do this, select
Tools button on the top of ISL View screen, select Administrative mode / Enable and again Tools /
Administrative mode / Enable restart and resume.
We also have a manual topic that describes how to restart into safe mode and back, in case you
need to do that: Restarting into safe mode
How do I keep ISL Light on my computer so I do not need to download it for each session?
When you click on ISL Light Desk / Client button on the www.isllight.com, just save the executable
instead of running it.
Is there a way to prioritize users when using Hosted service ISL Light connections? For example: I
have 2 active connections and 5 ISL Online Domain users and want one of them (the manager for
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example) being able to connect even if the two connections are already used?
The prioritizing of the users is not possible, but each user can terminate active connection(s) of the
domain users, if needed. You will be presented with a link to navigate to www.islonline.com. Please
perform "Product login" at upper right corner of the page. When logged in, follow "license usage" link
near login link to see the Active Connections Usage, select the one (or more) to terminate and press
"Terminate selected" button.
It might be better to purchase a PayPerUse coupon for such rare bottlenecks.
I have created ISL Light session from another place. How can I stop it?
To delete the ISL Online session, navigate to www.islonline.com, login with your ISL Online product
user (the one for obtaining session code). Follow the "License usage" link from the top-right of the
screen. The list of Active Connections will be displayed. Check the "Select" checkbox beside the
session and then press "Terminate selected" button. Message will be displayed to the users and
session will be terminated in 30 seconds.
Note: if you are using the ISL Online Network domain usernames, the sessions connected to the
other usernames will be displayed also. Please, be careful when disconnecting them.
I have sessions to the client far away. Can I choose a specific server from the ISL Online Network to
be used for this connection?
Please note that this feature is used for troubleshooting and some rare cases. Please do not force a
specific server unless you are instructed to do so by our technical support.
To connect through a specific ISL Online Network server, create a link to the ISL Light Desk through
the https://isllight.islonline.net/users/programs link and then add parameter:
- - pr ox y - addr es s <addr es s >
Example: ISL Online Network - Japanese server has the address 124.108.35.57. To create the ISL
Light session through this server, start ISl Light Desk with:
http://www.islonline.net/start/ISLLightDesk?branch=any&cmdline=--proxy-address%20124.108.35.57
How to run command line arguments in the latest versions of ISL Light?
Please refer to this topic in the ISL Light manual for instructions.
We are using Server license. Is it possible to export session data to CSV format?
CSV is currently not possible, but you can export it in XML format. To do so, please login to the users
page of ISL Conference Proxy (http://localhost:7615/users/ if on local computer, otherwise replace
"localhost" with IP or DNS name). Select ISL Light and then "More" option at bottom of the session
list (close to "Showing last 10 sessions for _username" text). Setup Search parameters and then
follow "Export table to XML" link.
To export session data for Hosted service, perform login with your ISL Online account at
www.islonline.com / My Account button, then select My account / Hosted service / Reports. Select
"export to CSV" option at the bottom of the report data when report is created.
I want to make it very easy for my customers to start an ISL Light session. Currently they download
and start the client application, but I have seen that there is an online version as well where you just
have to enter the code and the session starts. How can I incorporate this in my website?
The “Join session” field is available for integration by simply inserting the short HTML code. Please,
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refer to the Web page integration topic on our website.
We are using ISL Server License and want to change the company's logo. We have filled the
corresponding fields, but the program still comes with the picture of Xlab.
If you have the latest version, you should first create a customization under the Conference proxy
administration. When created, navigate to http://IP_or_DNS/programs. Enter the customization in the
proper field and press "Update". After the update procedure is finished, select type of executable,
operating system and other settings. Download the executable. It will be running with the defined
logo.
We have purchased ISL Light and use this to support our colleagues in the field. When we try to
change settings of our Kaspersky Anti Virus, nothing happens even when we enable the
administrative mode.
Kaspersky anti-virus has a protection against remote administration. You can disable this protection please refer to the Kaspersky manual or support.
We are using a Server license of ISL Light (3.0.4) and I just downloaded a Mac client version to
connect with my Mac at home. What do I need to configure because I get an error message?
ISL Conference Proxy works Win-Mac, but you need to update your Conference Proxy first. ISL Light
for Mac requires Conference Proxy 3.1 or newer.
I am using ISL Light to provide support to our customers. But when the other side has more than one
screen, I see a very very small image of the remote screen. Is there any setting or something to
magnify the screen?
Yes, there are the buttons on the top of ISL View window. (+, -, 1:1). You can also see "full screen"
option (use "Tools" button, Zoom option...).
The remote user can also show you only selected monitor. This can be performed when user is asked
to show his/her desktop. He/she should request to choose an application and then select the monitor
to show.
How can I get a list of sessions for each of my customers? Hosted/server?
For Hosted service please navigate to www.islonline.com and then login at "My account" option
(upper right). Select My Account / Hosted service / Reports option from the menu on the left and then
Session list / ISL Light report.
For Server license you should login to ISL Conference Proxy administration (http://localhost:7615/conf
if Server License is installed on your local computer, otherwise replace "localhost" with server IP or
DNS name) and then select Activity monitor / Sessions and then Active or History, depending on
what kind of sessions you want to get.
We have Server License, where can I download the ISL Light Desk and ISL Light Client executable?
Please go to http://localhost:7615/users/programs (replace "localhost" with server's IP or DNS name if
it is not on your local computer). Web menu will appear. By choosing the parameters, a download link
will be composed in browser's address line.
What prerequisites are necessary for running ISL Conference Proxy?
Microsoft Windows 2000 to Windows 7 or Linux Kernel 2.4 or higher
INTEL or AMD Processor 1.0 GHz or faster with 512 MB RAM and 100 MB Free Disk Space
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ISL Frequently Answered Questions
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Internet Connection: Minimum: 256 Kbps DSL and static IP or DNS name.
Does ISL Conference Proxy “call home”?
ISL Conference proxy is a server, providing environment for establishing ISL Online sessions. If you
want to connect to the unattended computer, please use ISL AlwaysOn tool of ISL Online family. If
you are insinuating that ISL Conference Proxy is sending any kind of data to the producer, do not
worry, it does not. We wish to establish a long term positive relationship with our customers and act
accordingly.
We have purchased a server license. Since our offices are widely spread, can we build a grid of ISL
Confeence Proxy servers, putting the same license on more than one physical computer?
Your current system can be expanded to a grid of ISL Conference Proxy servers, but you need to
purchase a license for this option. A word of caution: your administrator needs to pay attention to the
servers within your grid – if all but one server fall, the system will still be fully functional, therefore,
errors need to be taken care of by the administrator before users notice them.
How do I build a grid of ISL Conference Proxy servers?
Please see this topic for more information.
ISL Light returns error on ports. What to do?
Please check ports 7615 (also 7612 for older versions of ISL clients), 443 and 80 whether they are
assigned to Conference Proxy and not to other applications, such as a web server.
Ports cannot be reused, so you need to have these ports available for Conference proxy. One solution
is to get an additional public IP for your server and bind a web server to one IP (current IP) and the ISL
Conference Proxy to a second IP.
You could also disable the web server and restart ISL Conference Proxy service.
If you do not intend to use 80 (HTTP) and 443 (HTTPS) then disable them in the ISL Conference proxy
administration (Menu on the left / Configuration / General) , and download the executable packets
again, otherwise ISL Light Desk or Client executables will report an error.
There is another trick - you can change port 7615 to 21 (FTP), this might help in some cases. You
can solve this problem if your customer opens port TCP 7615 OUTGOING / OUTBOUND.
How do I include my company logo in ISL Light? I am a server licence user (have my own server).
Please refer to the following topic in the ISL Light manual: Adding a company logo
Where can I find sample session dialogs for my server licence?
Please refer to this topic in the ISL Light manual: Using session dialogs
Is it possible to use ISL Light and connect it with the billing for my clients?
Yes, you can integrate ISL Light into your system in case you use Server License. By using this
option you can retrieve all sessions automatically and export them to the other systems - like your
billing system. Please refer to the integration topic for more information.
If you are using hosted service, you need to export session information from the ISL Online webpage.
Hello, I am making new packet. But I use port 8080 and 8443 instead of the port 80. Can this be
changed when creating a new packet? I have installed the ISL conference proxy to make use of port
8443 and 8080 instead of 80 and 443
8443 and 8080 won't help much - just disable 80 and 443 and use only 7615. Please note that in ISL
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ISL Frequently Answered Questions
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Conference Proxy 3.1 and newer, program executables are downloaded from your ISL Conference
Proxy server - they are not a part of the packet anymore. If you change the ports in ISL Conference
Proxy Administration, you do not need to create the packet again, just download them again from
your ISL Conference Proxy server.
I'm currently logged into my ISL Online account, looking at the server license session
page, and I need to create another packet. I don't notice a label on 'select your
server'. On release option I can see correct labels.
Please, navigate to My Account / Server license / info item on the left menu and follow the "define
new server" link in the middle of the page. You need to define a server first - it is a place holder where
you assign your licenses. When server(s) are defined, follow the "assign licenses" link close to
"define new server". Note, that the procedure for purchased Server license is different and has more
options than for Server license Trial which is simplified version.
We are using ISL Server License. We have opened ports 80 and 443, but we are still not getting good
connection speeds. Is it possible to configure ISL Light to use another port/s?
In general: ports 80 and 443 can be disabled and 7615 can be changed to anything. You can setup
this at ISL Conference proxy administration / Configuration / General / HTTPT ports. You can use for
instance the Port 21 (FTP) instead of 7615. In HTTPT configuration in this case ports should be set
to: 21, 7615. 7615 should be there to allow web administration if port 21 fails for some reason. You
should therefore easily find a port suitable for full speed.
Note: when you change these settings you should download and distribute the ISL Light executables
again (from http://localhost:7615/users/programs, replace "localhost" with ISL CP server IP, if not your
local computer).
Where are End of Session Dialogs (EOS) from own ISL Conference Proxy server saved?
You can get the EOS dialogs by logging to the ISL Conference Proxy product account at http://
localhost:7615/users/ - select product login link and login with your product account username /
password. Then select ISL Light tab and you will see a list of your remote support sessions below.
Select a session to see the details, including EOS reports.
You can also setup integration and then you can store every event to your own database. Please refer
to the following topic for more information: Integration
We have a newly installed ISL Conference Proxy and when we start the ISL light desk all the plugins
are blocked.
You have to install Plugins in web administration - go to "Update" and select "Install all" in section
Plugins.
We have a Server License. Sometimes we have a customer with a very slow internet connection. It
takes a lot of time when ISL Light Client is downloading the plugins, which we do not need (audio,
video, file transfer). Is it possible to disable the downloading of plugins?
Yes, you can disable download of plugins for the certain ISL product user. Login to ISL Conference
Proxy web administration, select User management, find the user and select it. Click on the "Plugins
tab" and select plugin (like "Allow plugin ISL LIGHT audio"), which should be disabled to download.
Uncheck the default option and set value to "No". Don't forget to press "Save" button at the bottom of
the page.
If I order one Server license, does my server establish connections to ISL Light servers or is this
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ISL Frequently Answered Questions
ISL Light
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totally in-house communication? So all my data is away from you? You can´t see any things I´m
doing, right?
Yes, you are right. All data stream is going from ISL Light Desk through your server to ISL Light Client
and back. In all ISL Light sessions everything is encrypted point to point, so no one can see your
data. No connection is made to our ISL Online Network.
We have ISL Conference Proxy server. What ports needs to be opened, which protocol and direction,
on ISL Light Desk, Client and ISL Conference Proxy server?
ISL Conference Proxy server: 7615 (TCP, incoming), 443 (TCP, incoming) and 80 (TCP, incoming)
ISL Light requires at least one of the following ports - 7615 (TCP, outgoing), 443 (TCP, outgoing), 80
(TCP, outgoing)
Please note that you can change these ports in the ISL Conference Proxy administration.
We plan to install ISL Conference proxy server for ISL Light connections. The analysis shows that
there will be 20 or more parallel connections established through it. What kind of server hardware do
we need?
From the experience on our hosted service we can suggest a new Xeon processor (at least dual
core), 2GB RAM and Internet bandwidth 5 or more Mbits/s. Such a configuration will have < 10% CPU
usage on 20 concurrent sessions. Don’t forget to plan for bottlenecks, not averages.
I am unable to connect to my desktop through ISL Light Client. I get the error "TCP connection to
199.nnn.nn.nnn:7615(1000) https tunnel to network start". I have downloaded the latest version from your
website, but the error still occurs. What do I need to do?
Please try our connection tester application - http://www.islonline.net/download/ConnectionTester?
no_instructions=1. Having started the connection tester, please click on "Connection test", wait for it
to fail and then click "Save log". After that, please send us that log file to [email protected].
We are using ISL Conference Proxy version 3.0 and have just created a packet. There are two types
of ISL Light Desk and Client executables: the normal exe and the exe with intra. Can you please tell
me the difference?
The "intra" executable connects to your LAN IP and the "normal" connects to WAN (outer) IP.
I'm trying to create the ISL Light Desk version without intranet on http://Customer_DNS_or_IP/
programs, but I can't find where I can create it?
Close to the bottom of the site you have option Intranet Yes / No. Select "No". Then you select ISL
Light Desk from the "Program name" list. In both cases you will see that the address line of Web
browser is changing. Like this:
http://CustomerDNS_or_IP/users/programs?intranet=0&name=ISL+Light+Desk.
I've already installed Conference Proxy 3.1 on our server but I can't download ISL Light client. I have
navigated to http://DNS_or__IP/programs/ but ISL Light doesn't seem to be available. There is only
Connection Tester, ISL Groop and ISL Recording Player.
Please set the online update at ISL Conference Proxy administration to automatic install for ISL Light,
perform update again and restart ISL Conference Proxy.
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ISL Frequently Answered Questions
ISL Light
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We bought a third server license and we cannot create the package for this. We always get "Error:
server has only ISL Online Additional active connection(s) license(s) assigned; you need to assign
also ISL Online Server License to the server to create packet". What to do?
You have to login to your account and assign your licenses to your server. All licenses are still
unassigned.
We have our own ISL Conference Proxy server and I'm looking for customization but cannot find it. I
have one customization profile but where do I link it to the ISL light Client / Desk?
The short description of the complete procedure: Login to the ISL Conference proxy administration
and select Configuration / Advanced / Customize on the menu on the left. Create a new
customization. You can also change the default name to something more familiar. You could also
provide one as the default. When created, navigate to http://IP_or_DNS/users/programs, enter the
customization name under the "Customization" field and press "Update". Finish composing your ISL
Light Desk or Client configuration and download the executable. It will contain the customization.
Is it possible to have multiple hostnames on the same proxy-server? We are amid of joining 2
companies together. For both sites it would be nice if the customers of one company notices the first
company name and the customers of the other company notice the other.
Since the console supports only one hostname per license file - we will have to prepare a license file
for you. Please write to [email protected] stating exactly which host names you would like to
have in the license file
I received an error "Could not find any working transport" when trying to connect with ISL Light. What
does it mean? What can I do?
This error means that our application is unable to establish a connection to a server - it first attempts
to connect (outgoing connection) using port 7615 (TCP) and if that fails, it also tries ports 80 (TCP)
and 443 (TCP). If it is still unable to establish a connection, you get this error.
There are two things to check first:
1. Does your computer have a working internet connection? (i.e. can you browse the internet using
Internet Explorer?)
2. Are you using a personal firewall or some kind of anti-virus software? If yes, please check if it is
blocking our application's internet connection.
If you have checked both things mentioned above and you are still getting that error, please do the
following:
1. Start ISL Light.
2. Enable debug log - right-click the Tools icon and select Advanced - Enable Debug Log.
3. Try to connect.
4. After receiving the "Could not find any working transport" error, open the log file - right-click the
Tools icon and select Log.
5. Copy the content of the log file and paste it into your email program, then send it to
[email protected]
Please note: Debug log can contain HTTP proxy authentication username and password - you
should replace them with asterisks before sending us the mail.
Of course you can also come to our live chat and we will try to find the cause for this error and then
resolve it.
© 2016 Xlab d.o.o., Ljubljana
ISL Frequently Answered Questions
ISL Light
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Can I send Control-Alt-Delete to the remote computer?
Yes. To send Ctrl-Alt-Delete, you should view and have control of the remote desktop (ISL View
Window) first. Select "Tools" button and then Administrative mode/Enable. Select "Tools" button/
Administrative mode again and then "Send CTRL-ALT-DEL" option.
Sending CTRL-ALT-DEL does not work on a remote computer running Windows Vista. How can I
make it work?
You are using an older version of Desktop Control plugin (older than 1.2.3).
The easiest way is to upgrade to version 1.2.3 or newer, where sending Ctrl-Alt-Del works out of the
box.
What ports need to be open for hosted solution?
ISL Light software initiates an outgoing connection therefore it works with your existing firewall and
does not require special configuration. ISL Light first tries to connect using port 7615 and then if this
fails it also tries ports 80 and 443. In extremely rare cases, when strict firewall is implemented on the
remote (client) computer and all of the mentioned ports are closed, ISL Light won't work until at least
one of the mentioned ports is opened. Please let us know if you ever encounter such a situation.
Can I restart or log off at the remote computer?
Yes. To perform restart or log off, you should view and have control of the remote desktop (ISL View
window) first. Select "Tools" button and then Administrative mode -> Enable. Select "Tools" button ->
Administrative mode again and then "Enable Restart and Resume" option. You should enter the
Windows administrator password (if not logged to the remote computer as an administrator) to
perform this operation. When finished, the ISL Light session is running under the Administrative &
Enable Restart and Resume mode and restart or logoff of the remote computer is possible. If
restarted, please wait a while for the ISL Light to connect back to the session. Be patient…
What happens if the network connection breaks while supporting a remote computer?
Session will automatically resume when network connection is available again. In some cases, restart
of audio and video streaming might be necessary.
Is ISL Light secure?
Yes, it uses high security standards - 256bit SSL encryption. The session code is valid only as long
as the session lasts and is initiated from the client side outward. Please, see more about security
here.
Is Windows Vista supported in ISL Light?
Yes, Windows Vista is supported from ISL Light version 3.04 (supporting User Account Control - UAC
features) and newer.
By using ISL Light supporters and users connect to the internet. In our company we have strictly
limited internet access so we need the addresses of ISL Online servers to setup the exceptions for
ISL Light in our firewall. Can you tell me the addresses of your servers?
The addresses are *.islonline.net. To get exact IPs please ping Server[0-22].islonline.net
Is ISL Light able to use browser proxy configuration?
Yes, it takes proxy settings from the same source as Internet Explorer. Please see information on
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ISL Frequently Answered Questions
ISL Light
40
how to copy proxy settings to system IE in Vista.
How many computers may I support?
Unlimited. You may support as many computers as you wish. You may also distribute client and
desk software in any way you feel. The software is charged by the number of active connections.
If we run ISL Desk on Windows, can we support someone on Linux or Mac?
Yes, you can establish ISL Light session and ISL Light View between the different types of operating
systems (Windows, Linux and Mac) and support the remote customer through it.
We use ISL Light In our company. How can we transfer files?
To transfer files from the desk computer to the client computer and vice versa drag the file(s) with the
mouse pointer and drop them on the ISL Light Desk or Client interface. In case one of you is using
Vista, it might be necessary to press the “transfer files” button in ISL Light Desk and select the file to
be transferred. While transferring, ISL Light automatically compresses files for faster transfer.
Please refer to this topic in the ISL Light manual for more information.
I do not understand properly how the keyboard is working under ISL Light. If the remote Client is
using, for example, Dutch keyboard layout and Desk supporter is using English layout, which layout
will be used if the supporter is typing on the Client computer?
The keyboard layout of the side viewing & having control (in most cases: ISL Light Desk - supporter)
is used by default. In your case English layout will be used.
I just had an ISL session with a client. Suddenly I got a message "...will close down in 30 seconds".
What happened?
One of your colleagues established a new session and the total number of sessions went over your
concurrent limit. He was then presented with a link to all active sessions and decided to cancel
yours. You may consider purchasing another concurrent connection, or, if you only encounter this
sporadically, a PayPerUse coupon.
How much bandwidth does ISL Light use when I'm helping a client and viewing his/her desktop?
Transfer is extremely dependant on the screen size and changes on the viewed screen. Some figures:
establishing the connection: 15 kb
first screen transfer when remote view mode is started:
o option a. 1600 * 1200 monitor: 130 kb
o option b. 1280 * 1024 monitor: 77 kb
each minute in remote desktop view mode: 2,8 kb
Note: transfer was measured without changes on viewed monitor; ISL Light Desk (showing clock!)
was minimized, taskbar network icon (blinking at data transfer!) hidden, etc. You could also add
additional 15 or 20 Kb each time the connection is broken and so on...
How can I enable recording of ISL Light sessions and where can I set the location to store files?
Recording is to be enabled through the ISL Light View window - Tools button / Recording. You should
request it in two phases:
1. Tools / Recording / Plugins
2. Tools / Recording / Start.
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ISL Frequently Answered Questions
ISL Light
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The default storage place is desktop - you can change it.
For more information on session recording, please refer to this topic.
Remote computer I am connecting to has two screens. Is there any option to see only one screen
when I start ISL View?
When desktop viewing request is sent to the remote computer, client user can select only one screen
to be streamed. To perform this, he/she should select "choose" button when asked to show the
desktop and then select the monitor. The other option is to select one monitor (or a part of it) as a
region.
When connected and showing my screen, my mouse starts to flicker and I cannot see where the
mouse is located on my screen. Is there a solution to this problem?
This problem is common on some RDP and ICA connections. Please disable streaming of
transparent windows by following this procedure:
1. Make sure plugins have been loaded (either obtain a session code with ISL Light Desk or connect
to a session with ISL Light Client)
2. Click the settings icon in the main ISL Light window
3. Select Desktop Sharing
4. Uncheck the option called Transfer transparent windows (use CAPTUREBLT flag for server
updates)
5. Click OK
I am using a 64-bit linux distribution and cannot start ISL Light. What should I do?
ISL Light version 3.3.0 and newer are available as native 64-bit binaries, so there should be no
problems with starting them on 64-bit linux systems. If you are using an older version of ISL Light, we
recommend the upgrade to the latest version.
Older versions of ISL Light for linux (prior to 3.3.0) require certain 32-bit libraries in order to run on
64-bit systems. Installing these libraries differs from one linux distribution to another - please refer to
your distribution's documentation for more information.
Examples:
On 64-bit Debian and Ubuntu, you simply install the i a32- l i bs meta package - you would
execute the following in the terminal as root:
apt - get i ns t al l i a32- l i bs
On 64-bit Fedora, you would type the following in the terminal as root (older versions of Fedora used
i386 for 32-bit packages, newer versions use i686):
y um i ns t al l
l i bSM. i 686
y um i ns t al l
l i bXi . i 686
y um i ns t al l
l i bXr ender . i 686
y um i ns t al l
l i bXr andr . i 686
y um i ns t al l
f r eet y pe. i 686
y um i ns t al l
f ont c onf i g. i 686
y um i ns t al l
l i bXt s t . i 686
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ISL Frequently Answered Questions
ISL Light
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If you cannot find instructions for your linux distribution or require any assistance, send
us an e-mail or come to our live chat and we will help you.
Sending CTRL-ALT-DEL does not work on a remote computer running Windows Server 2008. How
can I make it work?
You are using an older version of Desktop Control plugin (older than 1.2.3).
The easiest way is to upgrade to version 1.2.3 or newer, where sending Ctrl-Alt-Del works out of the
box.
Apart from that procedure, please make sure that you have enabled UAC (User Account Control),
otherwise it will not work.
I tried the remote printing feature but I receive an error that the remote printer cannot be started due to
a problem in splwow64.exe in 64-bit Windows. Is there a solution to this problem?
This error might occur if one or both of the computers are running a 64-bit version of Windows Vista or
newer (e.g. Windows Server 2008).
Currently this is the only workaround for this problem:
1. As administrator, close all 32-bit programs that are using the printer.
2. As administrator, open Task Manager and kill the s pl wow64. ex e process.
Is it possible to specify a certain server within the ISL Online Network that should be used for
connection?
Yes, it is possible to force a specific server using the following parameter (it must be done for ISL
Light Desk and then ISL Light Client will connect to the same server - no parameters required for ISL
Light Client):
- - pr ox y - addr es s <addr es s >
(e.g. - - pr ox y - addr es s s er v er 13. i s l onl i ne. net to force connection to our server #13 that
is located in Japan)
This is the URL for ISL Light Desk that will connect to s er v er 13. i s l onl i ne. net :
http://www.islonline.net/start/ISLLightDesk?cmdline=--proxy-address+server13.islonline.net
Please note that this is an advanced option and should be used for troubleshooting purposes only.
Default connection address takes advantage of our load balancing with many parameters and
automatically redirects you to the optimal server (based on your location, our server load, our
optimizations etc.). If you experience any problems with your connection, please come to our live
chat or write an e-mail to [email protected] - we will check the situation and provide further
instructions.
How do I force a certain transport type (e.g. HTTPS) for ISL Light?
It is possible to force a certain transport type using the following parameter:
- - f or c e- t r ans por t <t r ans por t t y pe>
The following values are available for <t r ans por t t y pe>:
di r ec t
wi ni net - ht t p
wi ni net - ht t ps
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ISL Frequently Answered Questions
ISL Light
43
wi ni net - ht ml
ht t pt - di r ec t
ht t ps - di r ec t
ht t pt - pr ox y
ht t ps - pr ox y
Example: This is is the URL for ISL Light Desk that will force HTTPS transport:
http://www.islonline.net/start/ISLLightDesk?cmdline=--force-transport+wininet-https
Please note that this is an advanced option and should be used for specific situations only. Default is
to auto-detect the transport type.
If you experience any problems with your connection, please come to our live chat or write an e-mail
to [email protected] - we will check the situation and provide further instructions.
I am having problems starting ISL Light on my linux machine. How do I do it?
ISL Light for linux version 3.3.0 and newer:
When you click to download ISL Light Desk or ISL Light Client through a link such as http://
www.islonline.net/start/ISLLightDesk or http://www.islonline.net/start/ISLLightClient, it autodetects
your operating system and in your case (linux) it offers you a Zip archive. You should open the file (or
save the file and then open manually, if you prefer), extract the binary file to a convenient location
(e.g. Desktop or Downloads), double-click the binary file and ISL Light should start.
Information for older versions of ISL Light for linux (prior to 3.3.0):
When you click to download ISL Light Desk or ISL Light Client through a link such as http://
www.islonline.net/start/ISLLightDesk or http://www.islonline.net/start/ISLLightClient, it autodetects
your operating system and in your case (linux) it offers you a . des k t op file. You should not choose
to open the offered . des k t op file, but save it to your desktop instead. After the download is
complete, you should simply double-click the file on your desktop and ISL Light should start. If it does
not start, there might be additional actions required for your situation. Please refer to sections below
for possible causes and solutions for each case.
When you click on the desktop file, nothing happens.
There are two main causes for this:
You are using a 64-bit distribution of linux and do not have 32-bit libraries installed. If that is the
case, please refer to this link for instructions.
You are using an older distribution with an older version of a window manager that does not handle
.desktop files properly (e.g. GNOME versions prior to 2.8.1) or you are using a window manager
that does not support .desktop files at all (e.g. Fluxbox). If that is the case, follow these steps to
download and run the raw executable version (i.e. without the .desktop wrapper):
1. Use these links instead:
http://www.islonline.net/start/ISLLightDesk?raw_executable=1 (for ISL Light Desk)
http://www.islonline.net/start/ISLLightClient?raw_executable=1 (for ISL Light Client)
2. Set the downloaded file as executable (execute the command below from the terminal window):
c hmod +x I SL_Li ght _Des k _3_2_1 (for ISL Light Desk)
c hmod +x I SL_Li ght _Cl i ent _3_2_1 (for ISL Light Client)
3. Run the file (execute the command below from the terminal window):
. / I SL_Li ght _Des k _3_2_1 (for ISL Light Desk)
. / I SL_Li ght _Cl i ent _3_2_1 (for ISL Light Client)
When you click on the desktop file, you get a message that this application launcher is
© 2016 Xlab d.o.o., Ljubljana
ISL Frequently Answered Questions
ISL Light
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untrusted.
These messages are common in various fairly recent distributions, e.g. default installs of Ubuntu 9.04
and Ubuntu 9.10. It is a warning for .desktop files that do not have the executable flag set. You
should choose to run it anyway or mark the application as trusted and this will prevent further
messages for this file.
When you click on the desktop file, you get a message that the application launcher is
untrusted, but there is no option to run it.
The policy regarding .desktop files has been changed in some recent distributions, e.g. default install
of Ubuntu 10.04. If that is the case, you need to manually set the downloaded .desktop file as
executable (i.e. mark it as trusted) - right-click on the .desktop file, select Properties, go to the
Permissions tab and select the checkbox next to the option called Allow executing file as
program. Click Close and you will see that the icon will change its name to ISL Light Desk or ISL
Light Client. Double-click the icon and it should run.
If none of these instructions work, please come to our live chat or write an e-mail to
[email protected] and we will be glad to assist.
Is there a way of customising the ISL Light GUI (Graphic user interface)? If so how is it done?
Yes this is possible. You can change the colours and button styles, logos, header name and even the
names of the desk and client files to show your own company name (though this part is something
we have to do in house if you are a Hosted Service user. Server License users have access to make
changes in the conference proxy themselves). Please contact us for more details by going to Live
Chat.
To customise skins and text you need to read through the user guide. If you need any help, please go
to live chat where we can give you advice and help you set this up.
Can I record the audio when connected via remote desktop?
Yes this is possible, you will need to enable stereo mix on the remote computer in order to hear what
is being played. To do this please refer to this topic on how to configure it.
© 2016 Xlab d.o.o., Ljubljana
ISL Frequently Answered Questions
4
ISL AlwaysOn
45
ISL AlwaysOn
What is this product (ISL AlwaysOn) good for?
ISL AlwaysOn allows you to remotely access any unattended Windows PC with an Internet
connection. Implementation is quick and does not require any configuration. Once granted, you can
securely work on the remote computer as if you were there. View desktop, control keyboard and
mouse, transfer files and more.
Can one control unattended computers?
Such computers can be accessed and controlled using ISL AlwaysOn. The supporter, who wants to
access the computer should know a valid password that is set by the owner of the computer.
What are the requirements for controlling unattended computers?
The remote computer should be connected to the internet, ISL AlwaysOn should be installed on the
computer and the password for accessing the computer should be set by the owner and known to the
person who wants to control the computer. To install ISL AlwaysOn one should have a valid ISL
Online products username.
I am using ZoneAlarm and ISL AlwaysOn and I am having trouble connecting. What can be done?
From computer, protected with ZoneAlarm, navigate to http://www.islonline.com, login to ISL
AlwaysOn option and perform Add this computer.
ZoneAlarm will request confirmation several times during the download and installation - confirm each
time and check the remember option. When finished, start ISL AlwaysOn session to the remote
computer from the neighbor computer. Confirm and remember ZoneAlarm request each time. Restart
the remote computer and return back to ISL AlwaysOn session. If requested by ZoneAlarm, confirm
and remember all actions.
When finished, close the ISL AlwaysOn session. Double-click the ZoneAlarm icon and select
Program Control - Programs option from the menu on the left. Sort programs by name and find all
that start with ISL AlwaysOn or ISL Light or similar. Select each such program and set the Trust
Level to Super. Also check the Access options (Trusted and Internet) and set them to Allow for
both internet and intranet.
Try to start an ISL AlwaysOn session again. If some confirmation requests from ZoneAlarm appear,
allow them. After that, inspect the ZoneAlarm program control options and set the permissions as
described above.
If ISL AlwaysOn is installed on a computer inside a LAN, can I connect to other computers inside
LAN? Your competition has this feature!
You can connect to the ISL AlwaysOn computer and through it to other computers in the network
using embedded tools like Windows Remote Desktop. You can also start ISL Groop on any
computer you want. Furthermore, there is no limitation on number of computers in the ISL AlwaysOn
list of a specific ISL Online user.
The night guard has a broadband connection at their office and he has to control our system and
client computers. We would like the communication pass the standalone server at our company and
then go to the client. Is this possible with your product?
ISL AlwaysOn combined with Server license would probably be the right solution here. You should
install ISL Conference proxy on your own server and ISL AlwaysOn on each computer to be
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ISL Frequently Answered Questions
ISL AlwaysOn
46
controlled. ISL AlwaysOn enables access to the remote computer without presence of the person at
the remote side.
I am now at my home and I have installed ISL AlwaysOn on my computer. Do I have to leave the
program active or not when I leave my house?
Yes, you should see the icon below on the task bar. It is installed as a service so your computer is
available even if it restarts in the meantime.
We are preparing computers for our customers and also provide technical assistance. We would like
to connect to the computers even if the users are not present at the location. Less skilled users
should not be able to modify the settings of our support program. Does your ISL AlwaysOn have such
settings?
ISL AlwaysOn can be used for the situation you described. Regarding the settings - only the users
with admin privileges can change main settings of ISL AlwaysOn. However, non-admin users can
change the access password or disable ISL AlwaysOn. Note that we will never provide a software that
a user will be unable to stop. Our experience shows that most less skilled users leave the ISL Always
On icon alone.
I have just finished an ISL Light session through ISL AlwaysOn, closed the ISL View window and ISL
Light Desk and Client. On the remote computer ISL AlwaysOn icon is still active and if cursor is
moved towards it, "ISL Online network connected" is displayed. Do I have to instruct remote client to
close the icon? Is this connection consuming my purchased ISL Online minutes?
An active ISL AlwaysOn icon means that the remote computer is ready to be accessed using ISL
AlwaysOn. It will not consume your PayPerUse minutes. You have the option to disable or even
uninstall it if you do not want the remote computer to be available for connections through ISL
AlwaysOn.
I don't want the ISL AlwaysOn system tray icon, because this allows the user to change settings.
How can I set remove it?
The icon is always present. It is a security measure, since it is our policy to allow the customer to
cancel the availability of his/her computer through the internet at any moment.
I am a customer of your ISL Online service and have ISL AlwaysOn loaded on several computers.
What will happen if they change their IPs - probably because they are using dynamic DNS services?
ISL AlwaysOn does not depend on computer IP - it should reconnect in 1-5 minutes after the IP
changes.
Users behind Cisco firewalls cannot go outside then back onto their LAN, where the server is located
because Cisco does not allow it. This means that when we download ISL AlwaysOn, it uses the
domain of the ISL Conference Proxy server and then they cannot reconnect. Is it possible to force ISL
AlwaysOn to let users who download via LAN user internal IP addresses instead of their domain
names?
This works automatically. You should setup your server's intranet address when defining servers, not
just the public address. If you setup two addresses in license file (public and intranet) ISL AlwaysOn
will pick up LAN IP if a user is connected to the server from a LAN IP.
© 2016 Xlab d.o.o., Ljubljana
ISL Frequently Answered Questions
ISL AlwaysOn
47
I am accessing the internet through proxy. How do I go about setting up ISL AlwaysOn?
Proxy settings can be saved under user account, under system account or both. In order to use ISL
AlwaysOn through a proxy, proxy settings need to be set under system account. During the
installation of ISL AlwaysOn it is automatically checked whether there are proxy settings under the
user account but not under system account. In such cases, the user is asked to update Internet
Explorer settings for system account. The user should open Internet Explorer settings for his/her
account by selecting Tools - Internet Options, Connection tab, Lan Settings button, then copy
these settings into the system account settings.
In case the user did not perform that step (and is now unable to use ISL AlwaysOn - e.g. the ISL
AlwaysOn Connect procedure stops when sending a session code), he/she can remove access to
his/her computer and then grant it again, or perform the following procedure:
1. Open r egedi t and navigate to HKEY_LOCAL_MACHI NE\ SOFTWARE\ I SL Onl i ne\ I SL
Al way s On.
2. Create new binary value named c hec k _pr ox y with any non-empty data.
3. Open ISL AlwaysOn dialog and disable access to the computer.
4. At this point the user should be asked to update IE settings.
Which ports and applications need to be opened/allowed in the firewall settings in order to use ISL
AlwaysOn?
If the client uses a personal firewall then he/she needs to allow the ISL AlwaysOn application to
access the internet. Ports 7615, 80, 443 (all TCP) should be opened for outgoing connections and
firewall opened for the application ISLAlwaysOn.exe.
How do I start ISL AlwaysOn?
Please refer to our video guide on this topic.
On www.islonline.com page, select ISL AlwaysOn product login and enter your ISL Online Products
username. The computers that can be accessed with your username are listed on the screen. Click
"Connect" to establish a session with the remote computer.
Through the same Webpage you also can add the local computer to the list of computers you may
access or instruct remote clients to add your personal code to their computers.
I have cloned a computer with ISL AlwaysOn to many computers, but only the computer that is
booted first is visible in my list. Why?
If possible, please upgrade to ISL AlwaysOn 1.2.2 or newer where cloning is officially
supported and much easier to perform than on earlier versions.
Important notice when cloning an installation: If you are using ISL AlwaysOn
1.2.2 or newer, please follow these instructions, otherwise follow the notice below this
one.
ISL AlwaysOn can also be installed in environments where computers are installed as
clones from one master image. First ISL AlwaysOn is installed (with predefined
changes) onto the master computer, but final steps are then performed on cloned
computers.
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Before cloning the master image to target computers, the master machine must have
ISL AlwaysOn already installed and please make sure that you have granted access
to all the desired users (the users that you intend to allow access to cloned
computers). Having done that, please follow these steps:
1. Stop ISL AlwaysOn service on the master machine (go to command prompt and
execute net s t op i s l _al way s _on )
2. Close any ISL AlwaysOn computer configuration dialogs that might be running.
3. Open r egedi t and navigate to HKEY_LOCAL_MACHI NE\ SOFTWARE\ I SL Onl i ne\ I SL
Al way s On
4. Delete the binary content key called ui d
5. Create a new binary content key called _ghos t _ with content 01
This concludes the preparation steps - you should now shut down the master
computer and clone it. Please be extra careful not to boot the master computer after
the last step or the cloning process will not work properly!
Important notice when cloning an installation and using an older version
of ISL AlwaysOn (version lower than 1.2.2): In case you are cloning an
installation, please make sure that the following key is not present in the registry prior
to cloning:
KEY_LOCAL_MACHI NE\ Sof t war e\ I SL Onl i ne\ I SL Al way s On\ ui d
This key represents a unique machine ID and does not get deleted when you uninstall
ISL AlwaysOn! If it remains on the machine and gets cloned, then all machines will
have this key with the same ID, effectively identifying themselves as the same
computer.
To avoid this, please follow the correct procedure for situations where cloning is
involved:
1. Make sure that the key mentioned above is not present on the machine before
cloning. If you have previously installed ISL AlwaysOn on that machine, it will be
there, otherwise not.
2. Clone the computer to n computers.
3. Install ISL AlwaysOn manually on each of the n computers.
4. Each cloned computer will now have a unique machine ID for ISL AlwaysOn and
you will see them all in your list of computers.
I am running McAfee antivirus software. What do I need to do to use ISL AlwaysOn?
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Right-click the McAfee taskbar icon and select VirusScan Console, then Access
Protection task. Select the Common Maximum Protection, then uncheck the
Block options next to the following entries:
Prevent programs registering to autorun
Prevent programs registering as a service
Prevent creation of new executable files in the Program Files folder
You can also uncheck the Report options - if you leave them checked, ISL AlwaysOn
events will be reported, but they will not be blocked.
I have problems sending certain keys when using ISL AlwaysOn, but when connected with ISL Light,
they work fine. What can I do about it?
There is a bug in capabilities exchange code that causes this problem. Until we provide a patch
please use the following procedure:
When viewing the remote computer through ISL View, please change the colour depth to High. This
will force the application to renegotiate the capabilities - you should then be able to use the local keys
and can switch back to Medium colour depth.
For instructions on how to change the color depth, please refer to the following topic in the ISL Light
manual
Can I share a computer from my list with another user?
Yes, it is possible to do that.
Please note that it is required to have a registered ISL Online domain within your ISL
Online account. If you have not done it yet, please do so before following the
procedure below.
With a registered ISL Online domain your ISL Online product username will look like
this (replace my domai n with your ISL Online domain and us er with the appropriate
username):
\ \ my domai n\ us er
You should then create a new user within your ISL Online account, e.g. us er 2 .
After that, please contact us, either via email at [email protected] or through our
live chat (at http://www.islonline.com, top right corner) and ask us to enable grouping
for your ISL Online domain.
When we enable it, you can login with the user that wishes to share a computer, e.g. \
\ my domai n\ us er and click Edit next to the desired computer from the list. You will see
an option called Share this computer with - mark the checkbox and enter the
desired ISL Online product username, e.g. us er 2 and click Save changes.
From that moment on, the user \ \ my domai n\ us er 2 will see that computer in his/her list
(with a comment about the owner below the computer description), but available
options next to that computer will only be Connect and History (instead of Connect,
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Edit, Delete, History), since that user is not the owner.
The main user (in this case \ \ domai n\ us er ) can remove the sharing at any moment
by clicking Edit next to that computer and removing the checkbox next to the
appropriate user in the Share this computer with section.
I have my domain setup on the ISL Online Account and setup a group of customer computers so everyone
can access them from their own ISL Online login. Is this possible? If so, how do I do this?
Yes this is possible. After you setup a computer for access via ISL AlwaysOn you need to go to the
ISL AlwaysOn computer list, click “Edit” next to the computer you wish multiple users to have access
to, then where it says “share this computer with” type in the name of the people you wish to have
access to this computer. For example if you domain name is “ABC” and the user is “BOB” then you
need to type in “\\ABC\BOB” and he will have access to it. If you wish for all users to have access
you simply type in “\\ABC\*”. Now every user will have access to this particular computer.
© 2016 Xlab d.o.o., Ljubljana
ISL Frequently Answered Questions
5
ISL Pronto
51
ISL Pronto
What is the purpose of ISL Pronto?
ISL Pronto is a live chat solution that offers live support, live sales, and gives you opportunity to
present information to your website visitors instantly. We like to think of ISL Pronto as more than just
a chat service. Its scalability of communication can lead you from a simple text chat to the rich media
collaboration via voice, video, desktop sharing and much more.
Can I have supporters at home supporting other customers?
Sure, remote help is what we are after. ISL Pronto relies on the ISL Conference Proxy server or
network of such servers which assure that the service is available for all computers connected to the
internet. Your supporters simply install ISL Pronto client on their home computers in order to support
customers from home.
Can I start a remote desktop session within ISL Pronto?
Yes, there is an option in the ISL Pronto client's toolbar to start a remote desktop session. For
additional information, please refer to ISL Pronto manual.
How do I install ISL Pronto?
In order to use ISL Pronto, you need to have an active ISL Online account. If you do not have an ISL
Online account yet, you can register for a free trial. Then you need to create usernames for your
supporters, modify your web page, upload images and then install ISL Pronto client on supporters'
machines.
Please refer to this topic in the ISL Pronto manual for step-by-step instructions.
Is there a possibility of enabling polls after each connection so that we can measure customers'
satisfaction with our supporters?
Server licence users can add customer satisfaction polls and get results through HTTP events or
XMLMSG - please refer to this integration topic in the ISL Pronto manual for more information:
Customer satisfaction polls
Is it possible to invite more supporters into ISL Pronto? From different offices?
You can invite any supporter, regardless of the physical location with "Invite user" option at the top left
of the ISL Pronto GUI. You can also invite any other person, irrespective if he/she is supporter or not,
simply by creating the invitation link with the same feature. That link can be sent to the person by email or published somewhere. The invited person will enter the chat by following the link through the
browser.
Does ISL Pronto support canned responses?
Yes, responses can be created by supporters and are accessible when a supporter is typing through multiple word search feature and/or by unique id, defined by the creator of the response.
For more information on canned responses, please refer to this topic in the ISL Pronto manual.
Is it possible to customize ISL Pronto - chat window, our company logo, supporters' pictures?
Yes, there are a few options to customize ISL Pronto.
To change public information for each supporter, please go to ISL Pronto client, click Settings, select
the appropriate connection, then select Public information. You will see options to set supporter's
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name, e-mail address and to specify a link to the supporter's photo. You need to upload the photo to
your web page and then put a link in the "Link to photo" section.
Your company logo is defined through the i s l pr ont o- l ogo. j pg file.
To customize the chat window, please refer to this topic in the ISL Pronto manual.
Please refer to the customization topic in the ISL Pronto manual for detailed information.
We are testing ISL Pronto. Does it support audio communication?
To enable audio, a supporter should establish an ISL Light session directly from the ISL Pronto client
and start audio session through ISL Light.
A question about the images you need for the website of ISL Pronto: do they need to be called
'islpronto-message.jpg' or can they be called, for example, 'techsupport_logo.jpg'?
If you follow our setup instructions for the first time, then please use the required names:
i s l pr ont o- c hat . j pg and i s l pr ont o- mes s age. j pg.
If you wish to manually set image filenames (e.g. you have different images for different languages
etc.), then you have to use chat_info.js instead of chat.js - please refer to the following topic in the
manual for details (scroll to the section called Using chat_info.js instead of chat.js): Advanced
customization
We
have
purchased
ISL
Conference
Proxy
and
have
created
the
DNS
wildcard:
*.isl4mycompany.com. Is it suitable for ISL Pronto?
Yes, that DNS wildcard is ok. If your firewall settings are ok (needed ports are open), you should be
ready to install ISL Pronto.
When using ISL Pronto, different supporters from different support fields can see each other's chats.
Is it possible to split the ISL Pronto?
You need to create two separate domains for sales and tech if you wish to have them completely
separated - filters (groups) only separate notifications, so you don't get notifications from other group,
but you can still help if you wish to. If there is a need to have a supporter in both sales and tech, just
create an account in both domains and create two connections in his/her ISL Pronto GUI.
I want to have a different icon for different languages for ISL Pronto support chat. Is this possible?
ISL Pronto currently does not support language and icons customisation.
Yes this is possible but you will need to use chat_info.js instead of chat.js.
If you follow our setup instructions for the first time, then please use the required names: islprontochat.jpg and islpronto-message.jpg.
If you wish to manually set the image filenames (e.g. you have different images for the different
languages etc.), then you have to use chat.info instead of chat.js – please refer to the following topic
in the manual for details (scroll to the section called Using chat_info.js instead of chat.js): Advanced
customization
Are there any sample pictures for the "chat live" and "leave a message" button?
Yes, please refer to the following chapter in the ISL Pronto manual: Web page integration.
Is there a way I can find the private chats I have with my colleagues.
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Yes you can. Simply click on the “options” box in the bottom right corner of ISL Pronto and select “Show
Private Chats”.
If I invite another colleague into my chat to help answer a question our client is asking, is it possible
for them to have a private conversation with me without the client seeing what is being said?
Yes this is possible. You will notice that there is a “Comments” button next to the area you type text.
Once you click on this button you will see a // sign before the text you type. This indicates that the
message is private and will only be sent to your colleague who is answering the clients question. Also
you can chat back to colleague using the // sign before you send messages. Your client will not be
able to see what is being said. To start chatting to the client again you just need to press the
comment button and // will be removed from the start of any reply.
Is there a simple way to keep a record on our server of particular chats with customers?
Yes this is possible. Locate the chat you wish to save by browsing through the chat history. Once
you have selected the chat you wish to save, click “Chat” located at the bottom of the ISL Pronto
screen, the click “Save The Chat”. You will be able to save the chats anywhere on your PC or Server
in an HTML format.
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ISL Frequently Answered Questions
6
ISL Groop
54
ISL Groop
What is the purpose of ISL Groop?
For web conferencing, presenting software and webinars. ISL Groop boosts your productivity by sharing the
know how and ideas of your working teams by reducing costs and cutting time using internet facilities. It
makes collaborating on the web simple and productive by providing a quick, easy and effective way to share
voice, video and data between session attendees in different remote locations. All attendees even have the
possibility to see and control each other's computers.
How do I invite people into my ISL Groop meeting?
This can be done in various ways. The "Send invitations" wizard at the creation stage of the ISL Groop
sessions can be used as the first option. You need to be logged in with your ISL Online account at
the product login page to perform this. The same invitation wizard is accessible from the "meeting list"
at the same location. A meeting attendee can also be invited from within the session, or can simply
be notified by an invitation which contains ISL Groop session link and the PIN code referring to the
role. This data can then be distributed either via e-mail, telephone, or other means of communication.
Can I send MS Outlook appointment invitations from ISL Groop?
Invitations, created and sent by ISL Groop invitation wizard have a form of normal e-mail and can be
handled by any e-mail tool. Sending a MS Outlook calendar invitation is not yet possible.
I have tried your ISL Groop to see how it is working, but I cannot enable the desktop sharing. How do
I share a desktop?
Desktop sharing in ISL Groop is a type of content you can share - please refer to the following topic in
the manual: Adding content
You can either use the Live screen icon in the ribbon or add a new slide and select Screen share.
You should also check the following topic in the manual to learn how to switch from draw mode to
control mode: Draw and control
How many people may participate in an ISL Groop meeting?
This question does not have a simple answer, since it depends on many factors - computer
capabilities, internet connection speed and geographical distribution of attendees receiving the audio,
video and data stream. But the basic limit is based on our licensing policy – one active connection
allows a conference with up to 10 participants. Holding a conference with more than 30 participants
requires good leadership in order to prevent people from talking one over another.
I am wondering whether any browser adjustment need to be made by the attendees or host or
whether any software needs to be downloaded by the host or the attendee.
No adjustments to the browser are needed. Just click on the provided link in the invitation e-mail,
which downloads and starts ISL Groop in seconds.
© 2016 Xlab d.o.o., Ljubljana
ISL Frequently Answered Questions
7
ISL Conference Proxy
55
ISL Conference Proxy
How do I access ISL Conference Proxy administration?
Please go to http://localhost:7615/conf using your web browser.
What is the default admin password?
Default admin password is as d - please change it after the installation for security purposes.
I have forgotten my admin password. What do I do?
Please follow the appropriate procedure based on your operating system:
Windows
Please open the ISL Conference Proxy entry in the Programs menu (Start - Programs - ISL
Conference Proxy) and click on Reset admin password. This will set the admin password back to
as d.
Linux
Please run the the following command from a terminal on your server: c onf pr ox y c t l headl es s
It will ask you for a new ISL Conference Proxy admin password and you will be able to specify trusted
networks for web administration.
Why do I get "Error 403: Forbidden" when I try to access http://<server-address>:7615/conf?
In ISL Conference Proxy 3.1.1 and newer, default security settings allow access to ISL Conference
Proxy administration only from the localhost (i.e. you can access it from the same machine that is
running ISL Conference Proxy). There are two ways to access it from another computer:
1. You can establish a remote desktop connection to that server and then access it locally.
2. You can allow administration from a certain IP address - please go to Configuration - Security Allowed IP addresses for administration and enter a trusted address.
Which ports do I need to open in my firewall in order for ISL Conference Proxy to function properly?
You need to open ports 7615, 80, 443. If port 80 is already taken (e.g. if you are running IIS or Apache
on the same IP), please go to Configuration - General - HTTPT ports and remove port 80 from the
list and ISL Conference Proxy will not try to bind that port. If possible, please have a separate IP
address for ISL Conference Proxy and all three ports available in order to allow most users to
connect.
Under ISL Conference proxy administration we have created a username, but it is not working. What
is wrong?
Have you created the username under the domain "default"? If not, please check which domain is the
default. If username is not created under the default domain, it should be entered with a domain name
prefix (e.g.: \\domain_name\username).
My server running ISL Conference Proxy is not connected to the internet, so the Online update feature
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does not work. How can I update my ISL Conference Proxy?
Please refer to the following chapter in the ISL Conference Proxy manual: Install ZIP.
How can I move my existing ISL Conference Proxy installation to a new server?
To move existing data to a new server, you need to perform these steps:
1. Stop the old ISL Conference Proxy - please refer to this link for more information.
2. Copy the installation directory of the old ISL Conference Proxy to the new server - default
installation directories are:
Windows
. . \ Pr ogr am Fi l es \ XLAB I SL Conf er enc e Pr ox y
Linux
/ v ar / c onf pr ox y
3. Install the new ISL Conference Proxy to the new server into the directory where you copied files in
the previous step.
4. ISL Conference Proxy will automatically upgrade the data to the latest format, if needed.
Does the ISL Conference Proxy have a log file so that I can have a look at what is going on at the
moment?
Yes, please refer to the appropriate section based on your operating system for information about the
location of ISL Conference Proxy log file:
Windows
C: \ Pr ogr am Fi l es \ XLAB I SL Conf er enc e Pr ox y \ c onf pr ox y _s er v er . l og
Linux
/ v ar / c onf pr ox y / c onf pr ox y _s er v er . l og
I have performed an online update and restarted ISL Conference Proxy, but now I have been unable to
access ISL Conference Proxy administration for a few minutes. What happened?
Sometimes it can take a while (a few minutes) for the update procedure to complete - it depends on
your server's hardware and the number of updates that need to be installed (e.g. when you install ISL
Conference Proxy 3.1 and then perform a full update, there are many updates that need to be
installed). Please wait a while and then try to access ISL Conference Proxy administration again.
Another cause for a long restart is reindexing session history - it can take a few minutes if you have a
lot of sessions in your session history.
Can we change the web design of Conference Proxy Server?
Yes, please, check this address in our manual with instructions how to do it: User web pages
customization
We have a server license and made an error with the dyndns-name. We wanted to change the server
address but there is no possibility left - there is an error saying 'servers are changed two times, no
more changes are allowed'.
Yes, ISL Conference Proxy allows only 2 changes of IP or DNS name. But do not worry: just contact
us (either e-mail us at [email protected] or come to our live chat) and we shall add some
additional changes to your account.
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We have reinstalled the machine and ISL Conference Proxy. Now we get the error - license is not
valid 2008-09-28.
You should login to the console at www.islonline.com and then navigate to Server license / Packets
option of the My Account menu. Check the server and licenses, assigned to the server and then
create a new packet. Download the license file and upload it to the ISL Conference proxy on your
newly installed server.
We have a Server License. Can we control the account of one user from an external program? We
would like to restrict login from one date to another i.e. 3/10/2011 – 5/10/2011?
You can control the account from external program through XMLMSG messages - with this option you
can control almost everything in the ISL Conference Proxy database, for aditional information please
refer to this link.
Where can I find documentation on XMLMSG for ISL Conference Proxy ?
Please refer to the following link.
I am trying to create a packet for my Server. I don’t understand what you mean by IP internet
address?
You need to type in your IP here if you have port forwarding and your firewall does not mirror the address. If
your server has a public IP then you can leave the internal IP address field empty.
Can I integrate ISL Conference Proxy with LDAP / FreeRADIUS / Radius / Active Directory /
eDirectory?
Yes, please refer to this link for instructions.
We would like to install ISL Conference Proxy on our server. What bandwidth is necessary to have a
good performance and how many fixed IP addresses do we have to provide?
The bandwidth should be 100 kbit/s per one session. Remote desktop stream in one direction is 50kbit, so
for example, if you have external client and internal supporter (desk), then 50kbit goes towards the server
from internet and 50kbit from server to internal.
You will need one IP and three ports on the IP - 80, 443 and 7615. If you have the possibility of opening
outgoing TCP port 7615 from client and desk to the server, please do this for the best possible
performance.
You can also browse the ISL Conference Proxy system requirements topic.
I have just installed ISL Conference Proxy on my server. Is there a way to bulk-import user details?
Yes, it is possible to do so using XML messages. Please send an e-mail to [email protected]
and we can write you a short guide.
We have restarted ISL Conference proxy, now there is a message saying "- NTP: Cannot synchronize
time". What does this mean?
ISL Conference proxy server is trying to synchronize time through the Network Time Protocol (NTP)
feature. If you use NTP, it requires outgoing UDP port 123 (port can also be changed in the
administration).
If you do not have a grid of ISL Conference Proxy servers, the functionality is not of vital importance
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and you can either disable it or uninstall it.
Another reason to disable/uninstall it is if you already have your server set up in such a way that it
automatically adjusts system time.
To disable:
In ISL Conference Proxy administration go to Configuration - Network time - Client, change the
option Enable NTP client to no and click Save.
To uninstall:
In ISL Conference Proxy administration select Configuration - Advanced - File storage - Modules
and delete the NTP module.
I have a SBS 2003 server and want to install your Server licensed version. It works but I cannot
access the remote server or the remote e-mails anymore. Is there a way to install it so that the rest
can keep working?
Login to the Conference proxy administration at http://localhost:7615/conf if it is installed on your
local computer, otherwise replace "localhost" with IP/DNS name of the server. Then navigate to
Configuration / General" and modify setting "HTTPT ports" to value 7615 only (remove ports 80 and
443).
Then restart the ISL Conference Proxy service and after that, restart IIS service and/or exchange. You
should know that when you disable ports 80 and 443 in ISL Conference Proxy, users who have only
ports 80 and 443 enabled in their firewall won't be able to use ISL Light. You might consider
dedicating a machine/IP to ISL Conference Proxy.
I have installed your ISL Server license trial on our server, but when I start it, we cannot use any other
websites on this server. We have multiple IPs (5) assigned to the server. Is there any solution for this?
Login to the Conference proxy administration at http://localhost:7615/conf if it is installed on your
local computer, otherwise replace "localhost" with IP/DNS name of the server. Select Configuration /
General / Bind IP on server and add the IP which you have used for ISL Online. This will inform ISL
Conference proxy to only use this IP and leave the rest.
We would like to create a grid of two ISL Conference Proxy servers. How much time do we need to
plan for installation and testing?
We just test all servers and DNS servers during the installation. Usually the installation of such grid
takes 2-4 hours.
How does the performance of a grid of ISL Conference Proxy servers compare to a single ISL
Conference proxy server?
A grid of ISL Conference Proxy servers works better if you have a lot of sessions or if you have servers
in different geo locations. Also, it is almost 100% up. For best performance you need to have two
separate internet lines. It performs best if you have constantly 20+ sessions. In this case you should
also think of load balancing - for fault tolerance: a grid also protects from hardware failure.
If CPU or bandwidth usage is less than 10% you are below one server CPU/internet line limit and
there is not much difference between a grid of ISL Conference Proxy servers and a single ISL
Conference Proxy server. In any case: constantly monitor health of your servers!
Am I likely to encounter any issues installing ISL Conference Proxy server on Windows Server Core
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ISL Frequently Answered Questions
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2008 with the IIS role installed?
IIS takes ports 80 and 443. ISL Conference Proxy also uses ports 80 and 443 for multiple reasons:
for ISL Light clients which are behind strict firewalls, which don't allow anything else than 80 or 443
for standard web pages (but you can still access them on port 7615)
If you don't free up ports 80 and 443 (or add another IP to the server), some customers might have
issues connecting.
What is the difference: a) configure only outer address but give a local IP b) configure external IP
(internet IP) and have inner IP configured with a local address - both times only inner IPs are allowed,
right?
The only question is: is your server only available through public IP, or do you plan to also use an internal IP
for the server:
1. Public IP only: just enter the outer address
2. Both - you need to enter the public IP for “outer” and the internal IP for “inner”
The reason why we support internal IP, is that most routers do not know how to redirect from the public IP to
the internal IP if the request comes from an internal network
How do I delete ISL Conference Proxy session histories?
Session history can be deleted this way:
1. Stop ISL Conference Proxy service
2. Delete directory c:\program files\isl conference proxy\db\light_session
3. Start ISL Conference Proxy service
We are installing ISL Conference proxy server and have some port conflicts. Is there any way I can
see which service is using the 80 or 443 port?
You can try cmd line utility netstat -ano. Another option is to find processes with pid in netstat in task
manager. Check also tcpdump from sysinternals (link)
We have an outer IP as 195.nnn.nnn.nnn and we want to use 10.0.1.124 as the inner. This outer IP
Address is our router address.
Both addresses should have ports 7615, 443 and 80 available for ISL Conference Proxy otherwise it
can happen that some of your clients will not be able to connect. You will need to setup port
forwarding from your router to your server with internal address to enable ISL Light and other ISL
products to connect to the public address.
So you will have 195.nnn.nnn.nnn as the outer IP Address or DNS Name and 10.0.1.124 as the inner
IP address. Then you will need to setup port forwarding:
195.nnn.nnn.nnn:7615 -> 10.0.1.124:7615
195.nnn.nnn.nnn:443 -> 10.0.1.124:443
195.nnn.nnn.nnn:80 -> 10.0.1.124:80
We have ISL Conference proxy server, but I don't know how to view the XML reports?
To export session information into XML, please login to the users page of ISL Conference Proxy
(http://localhost:7615/users/ if on local computer, otherwise replace "localhost" with IP or DNS name).
Select, for example, ISL Light and then "More" option at bottom of the session list (close to
"Showing last 10 sessions for _username" text). Setup Search parameters and then follow "Export
table to XML" link.
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You can also use XMLMSG for obtaining session data in XML format - login into web administration
and:
1. Navigate to Configuration / General -> Database secret, click "change"
2. Set the secret to a secure value and remember it
3. Go to http://DNS_or_IP/xmlmsg_form.html
4. Put this xml into entry field:
<queryDatabase secret="dbsecret"><islProntoChat fromCreatedDateTime="2008-10-01T00:00:00Z"
toCreatedDateTime="2008-11-01T00:00:00Z"/></queryDatabase>
This will give you the report for October 2008
We recently bought the ISL conference proxy and we have 10 concurrent licenses. I'd like to reserve 4
for one domain, so others don't take them. Is this possible?
Yes it's possible, please login to ISL Conference Proxy administration, go to User management from
the menu on the left and select the Domains tab. Select the desired domain and then "General" tab.
Uncheck the option "Max concurrent usage" and set it to "4". Press "Save" button to save the
changes.
I did an automatic update of our ISL Conference Proxy server, now some modules are not loaded.
What to do?
In some cases, you should repeat Conference Proxy update twice, maybe three times to allow the
system to upgrade ISL Conference Proxy itself. Other modules can be upgraded after first or second
restart of ISL Conference Proxy.
Can we change the web design of Conference Proxy pages?
Yes, it is possible. Please refer to this link for more information.
I have just updated ISL Conference Proxy and created packets, but executable files are missing in the
packet.
Starting with ISL Conference Proxy 3.1, the created packet includes only two files: readme.html file
with short instructions and necessary links for download and a license file. ISL Light Desk and Client
executables are created on your own ISL Conference proxy server, not on our servers. Please, follow
the instructions in Readme.html file and download the confproxy-3-1.license file and then upload it
through the ISL Conference proxy administration.
For more information on starting ISL Online products, please refer to this topic in the ISL Conference
Proxy manual.
Which option is better - to have ISL Conference Proxy running on Linux or Windows?
Whatever system suits you better. Performance wise, there are no differences between running ISL
Conference Proxy on Linux or Windows. Please check the minimum requirements here
Should ISL Conference Proxy run on a standalone computer?
ISL Conference proxy should be installed on a computer linked to the internet with static IP or DNS
name. Use of other software on the same machine represents possible future failure points that one
should avoid in the first place.
Can ISL Conference Proxy run in a virtual machine?
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Yes, ISL Conference Proxy can be installed in a virtual machine as long as it is running one of the
supported operating systems. Please refer to system requirements for more information.
However, please keep in mind that a virtualization environment requires proper setup and represents
another possible point of failure.
How do I install a custom SSL certificate?
Part 1:
If you use ISL Light, ISL AlwaysOn, ISL Groop, but not ISL Pronto, then you need a standard
certificate.
If you intend to use ISL Pronto, you will need a wildcard certificate (e.g. *.example.com) - a wildcard
certificate is usually more expensive.
Please follow certificate provider's Apache(-SSL) HTTPD instructions, they are the most similar to ISL
Conference Proxy.
Examples:
http://www.verisign.com/support/csr/
https://www.thawte.com/ssl-digital-certificates/technical-support/keygen/
http://www.digicert.com/ssl-certificate-installation-apache.htm
OpenSSL for Windows can be found here:
http://www.slproweb.com/products/Win32OpenSSL.html
Part 2:
Having followed the instructions in the first part, you will have received a signed certificate from your
provider. Please put that certificate into the file mai n. c er t . Please note that this file needs to be in
the PEM format, i.e. first line needs to be - - - - - BEGI N CERTI FI CATE- - - - - ...
Then you need to put your private RSA key into the file mai n. k ey . Please note that this file must not
have a password and it should be in the PEM format, i.e. the first line needs to be - - - - - BEGI N RSA
PRI VATE KEY- - - - - ...
Copy mai n. c er t and mai n. k ey into the ISL Conference Proxy installation directory, then go to ISL
conference Proxy administration (http://localhost:7615/conf) and select Configuration - General.
Change the HTTPT use SSL option to Yes and click Save.
If you need to use SSLCertificateChainFile, then set the HTTPT SSL certificate chain option to the
appropriate value (e.g. di gi c er t c a. c r t ).
Now you can go to https://localhost to test.
I have changed the bind IP setting and/or HTTPT ports and now I cannot access the ISL Conference
Proxy administration to change it back. What to do?
If you are using ISL Conference Proxy 3.2.3 or newer, you can use the following procedure (based on
your operating system) to reset the bind IP setting and HTTPT ports:
Windows
Please open the ISL Conference Proxy entry in the Programs menu (Start - Programs - ISL
Conference Proxy) and click on Reset bind IP and ports.
Linux
Please run the the following command from a terminal on your server: c onf pr ox y c t l
r es et por t s
If you are using an older version of ISL Conference Proxy, please come to our live support and we will
assist you.
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Some of my clients that are behind strict firewalls/proxies (e.g Blue Coat, Websense) have trouble
connecting to my ISL Conference Proxy. I have followed the installation instructions and opened all
required ports. Is there anything else I can do to improve the situation?
Our testing has showed that in such cases (where http tunneling needs to be used) having a wildcard
domain is an advantage - it allows some clients to connect that would otherwise be unable to connect
when using a standard (non-wildcard) domain.
If you are using ISL Pronto, you should already have a wildcard domain.
If you are not using ISL Pronto and do not plan to use it, you might consider getting a wildcard
domain anyway. Please note that wildcard domains are usually more expensive than standard
domains.
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Sales
Can I send you an e-mail?
These are our contact e-mail addresses:
Sales: [email protected]
Tech support and consulting: [email protected]
Reselling inquiries: [email protected]
Bills and payments: [email protected]
Are you able to send me the free trial software?
By registering at www.islonline.com, you can start a 15 days fully functional Hosted Service free trial
and 30 days free trial of Server Licensed software.
How much does one connection cost?
For all information regarding pricing of our products, please visit our online store. (https://
www.islonline.com/shop/)
Can you extend my trial?
The trial can be extended if for any reason 15 days (or 30 days for server trial) is not enough. Please
send us an e-mail or come to the live chat at www.islonline.com and we will assist you.
I have made a purchase through your online shop, but have not received an invoice. Where can I get
it?
We are sending invoices to all our customers by e-mail one or two working days after the purchase
has been made.
I have received my activation key, but where should I activate it?
To activate your key, you should first be registered. To register just follow "My account" button at
www.islonline.com and then follow the "Register now" link. You will receive the password via e-mail.
When registered, please login to the web console at the same page - www.islonline.com. In the
menu on the left select the “Activate Key” option and follow the wizard.
What does Extended Support Service (ESS) stand for?
An extended Support Service (ESS) is a 1-year maintenance and support fee for each Server License.
It provides you with upgrades and updates for your Server License(s) after the initial support period.
What does the “unlimited” validity period of a Server License mean?
Why do I need to pay for
Extended Support Service?
Unlimited validity period means that the user may use the ISL Server license for unlimited period of
time. It is not mandatory to pay for Extended Support Service, but purchase of ESS enables the
customer to receive upgrades and updates for your Server License(s) after the initial support period.
What is it about the ISL Online product range that separates you from anyone else?
Our software does all we promise, without any hidden costs, drawbacks and limitations. Our licensing
policy is open, costs are foreseeable and easy to monitor. Please refer to this link to see what you
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get for your money. If you are only referring to technical capabilities, our software is second to none
between similar products. For the most unbiased and wide-scale product comparison of such
software we know of, worldwide see the following article published in c't magazine, a German IT
newspaper with the largest circulation in Europe. (the link takes you to the English translation German original can be found here).
Do not forget: Since we are a smaller company, we adjust much faster to the real demands of the
marketplace and new technologies. You will find that our products work, our support is on the point
and we really want to help you solve your problems.
Is there a free version of your software available?
Yes, you can register for a fully functional free trial here. The trial, just as a full license, entitles you to
use all of the 4 products we offer.
Can I use ISL Online software free of charge?
We offer a fully functional free trial version of all our products with a single license, which is valid for 15
days. We are certain you will find it functioning so well that you will happily extend your subscription.
Please don’t forget, “free” versions of software hardly ever do what you expect them to; they are either
time or functionally limited, some don’t even provide industry standard features. You can register for a
free trial here. To help you decide, feel free to read this comparison of the most available remote
desktop products.(the link takes you to the English translation - German original can be found here)
Are ISL Online products available in my language?
ISL Light is currently available in 22 languages and new languages are added frequently. The
language will set itself based on computer regional settings. If you wish to change it, press the
settings button (wrench icon) and choose another. Other ISL Online products and web pages are not
translated into that many languages yet. In case your language is missing and/or if you feel you could
help us with the translation, please let us know.
Do you sell ISL Online products as an appliance?
Yes, we offer a product called Private Box, which is a pre-installed and pre-configured 1U rackmountable server (similar to IBM System x3550 M3). For all information regarding this topic please
visit the following link.
Do you have a reseller in <insert country here>?
Please find the list of our resellers here: http://www.islonline.com/contact/sales-support.htm
How can I become a partner / reseller?
Please send us an e-mail to [email protected] with information on your company, market
and sales plan. You can also visit this link for details.
How much does ISL Light cost? How much does ISL AlwaysOn cost?
ISL Online pricing is based on the number of active connections. The number of supporters or client
computers is not limited.
Hosted Service Yearly Subscription costs are 339 EUR (£89 for UK, $469 for US), with additional
option enabling unlimited simultaneous sessions from one computer for 99 EUR (£89 for UK, $139 for
US). 500 minutes PayPerUse coupon costs 95 EUR (£70 for UK, $145 for US).
Server license costs 690 EUR (£590 for UK, $990 for US), with multisession option enabled free of
charge.
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Please, note our "All in one" policy. With ISL Online license, you may use any product of the ISL
family, that is, ISL Light, ISL AlwaysOn, ISL Pronto and ISL Groop.
These are only the basic figures. It is also possible to purchase other different combinations of
services. Please see more at https://www.islonline.com/shop
I purchased a corporate server license and it only allows me to use 25 simultaneous connections –
why?
The Corporate Server License holds 25 active connections. If the ISL Online Corporate Server
License Agreement is signed, the number of connections is changed to unlimited. Please refer to
the legal notice page for more information. You can find the ISL Online Corporate Server License
Agreement here.
I purchased a license, activation key nr. 123... but when I use ISL Light desk I get the message:
server geo.isl.proxy: your account is disabled. What was the problem? Did I forget something?
You have probably forgotten to activate the activation key within your account. You should login to
your account at www.islonline.com and then select the "Activate Key" option from "My Account"
menu on the left. When selected, follow the wizard.
I just purchased a PayPerUse coupon for 500 minutes and I noticed it has an expiration date of
02/10/14. Why is the expiration date less than 5 months from now?
The date is in the European format - it actually means until 2nd October 2014.
We have an ISL Light account which we just renewed. It is one Hosted service and 3 additional
connections. Are these licenses equal to that what you call "All in one"?
Yes, you can use all your active connections with all our products.
For example: with 4 licenses, you can establish 4 ISL Groop sessions with up to 10 people at the
same time, or 2 ISL Groop, 1 ISL Light, 1 ISL AlwaysOn or 3 ISL Light and 1 ISL Groop etc.
If I order a PayPerUse renewal, what happens to my remaining minutes?
Your newly bought minutes will be added to your remaining minutes, no matter if your old PPU
already expired or not. Example: If you order a new PPU before your PPU expired, you will have 500
minutes + all the remaining minutes of your old coupon + 12 months. If you order a new PPU after
your old PPU expired, you will have 500 new minutes remaining for next 12 months.
© 2016 Xlab d.o.o., Ljubljana