Using Remote Tools

1. In Service Center, click Status > Devices.

2. Locate the device on which you want to use the remote tools.

3. Click the device name and then click Remote Tools from the right sidebar.
   To immediately use one of the remote tools, click the Remote Control  icon, and then select the remote tool from the context menu.

4. Select one of the tools by clicking a button or by selecting it from the Remote Tools drop-down menu  .

5. Follow one of the procedures below:

   • Using Event Viewer

   • Using File Manager

   • Using Local Users and Groups

   • Using Reboot Manager

   • Using Process Explorer

   • Using Remote CMD Prompt

   • Using Screenshot

   • Using Startup Manager

   • Using Windows Services Manager

Using Event Viewer

Use Barracuda RMM Event Viewer for viewing event logs on a user's computer that can be viewed via the local Event Viewer. This can be useful for troubleshooting. Event Viewer displays detailed information about significant events (For example, programs that don't start as expected or updates that are downloaded automatically) on a computer. You can view the following event logs:

• Application

• Security

• System

• Custom Logs

Using File Manager

Use to manage files on the local drives of a user's computer. Many operations support a single object (file or folder) at a time.

You can also use this tool to upload files from your computer to the target computer or download files from the target computer to your computer.

You can view and work with files and folders on any logical drive attached to the target system. Hidden files and folders are displayed as in Windows, and you can manipulate hidden and read-only attributes.

To upload a file from your computer to the target computer

1. Browse to the location on the target computer where you want the file to be uploaded.

2. In the file list window, click the Upload button.

3. Locate the file on your computer and click Open.

4. Click OK.

To download a file from the target computer to your computer

1. In the file list window, select the file you want to download.

2. Click the Download button.

3. Locate where you want to download the file.

4. In the File Name box, provide a name.

5. Click Save.

6. Click OK.

Using Local Users and Groups

Use to manage user accounts and groups for the primary domain only.

To create a new user

1. In the User tab, right-click and select New User.

2. Fill in the boxes.

3. Click Create.

To set the password for a user

1. In the User tab, right-click and select Set Password.

2. Fill in the boxes.

3. Click OK.

To rename a user

1. In the User tab, right-click the user and select Rename.

2. Type the new name and press Enter.

To delete a user

1. In the User tab, right-click the user and select Delete.

2. Click OK.

To view the properties of a user

• In the User tab, right-click the user and select Properties or double-click the user name.

To create a new group

1. In the Groups tab, right-click and select New  Group.

2. Fill in the boxes.

3. Click Create.

To rename a group

1. In the Groups tab, right-click the group and select Rename.

2. Type the new name and press Enter.

To delete a group

1. In the Groups tab, right-click the group and select Delete.

2. Click OK.

To view the properties of a group

• In the Groups tab, right-click the group and select Properties or double-click the group name.

Using Reboot Manager

Use to restart or shutdown a user's computer, including forcing a restart or shutdown.

A forced restart or shutdown does not allow the end user to save their work; a regular restart or shutdown asks the user to save their work before performing the action.

Using Process Explorer

Use to find software running on a computer (For example, a process associated with the operating system, such as a desktop session).

A summary is displayed above the list that shows total processes, CPU usage, and memory usage.

Barracuda RMM polls for data every 5 seconds.

To end a process

• Right-click the process and select End.

To find out more information about a process

• Right-click the process and select Google.

Using Remote CMD Prompt

Use to start a Windows command line interface (cmd.exe), which enables you to list the contents of a directory or run commands such as ping, ipconfig, dir, netstat, among other things.

You cannot use this tool to interact with applications that run outside the shell. As well, you cannot use this tool to interact with an application that takes over the shell, such as PowerShell or wmic.exe. Also, because the prompt is inside a browser window, you cannot use the Tab key to auto-complete object names since control will pass to another part of the browser.

Using Screenshot

Use Screenshot to capture a screenshot of a user's desktop, which you can use to do things like get a quick view of a user's error message or see if anyone is using the computer to determine if you can reboot it. It also shows who was last logged in and when.

Using Startup Manager

Use to manage the Windows startup procedure and control which programs to start up automatically for all users or for individual users.

To view the startup items for a specific user

• From the User list, select the user for which you want to see the startup items.

To find out more information about a startup item

• Right-click the startup item and select Google.

To enable or disable a startup item for a specific user

1. From the User list, select the user for which you want to see the startup items.

2. Select the check box for the startup item you want to enable or disable.

3. Click Apply.

To enable or disable all startup items

1. Click either Enable All or Disable All.

2. Click Apply.

To enable or disable a startup item for all users

1. From the User list, select All.

2. Select the check box for the startup item you want to enable or disable for all users.

3. Click Apply.

Using Windows Services Manager

Use to view services that are running on a computer.

To start, stop, pause, resume or restart a service

• Right-click the service and select one of the options.

To view the properties of a service

• Right-click the service and select Properties.

Disconnecting from the Target Device

• Click the Disconnect button  .  

When you click the Disconnect button, the Remote History page displays.

When you click Remote Tools from the right sidebar, Barracuda RMM starts a timer that keeps track of how long the Remote Tools are in use and what tools were used during the session. You can use this information to keep better track of time spent in assistance. This data is displayed in the  Remote History.