Where is the Netretina operator module?

From the Netretina console you can create your customized Netretina operator module to suit your enterprise. In that module you have to specify the connection parameters needed to establish a connection to the Netretina server (IP address, ports, etc) and you can also select your business logo and a new icon for the executable file.
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How many clients can Netretina support at the same time?

The Netretina operator module can support as many clients and remote desktops as needed.

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Does Netretina work fine with WINE under Linux / MAC?

The Netretina operator module works perfectly under WINE (the Windows emulator for Linux). The Netretina client module however, doesn't have all its capabilities enabled at the moment when it is running on WINE under Linux. Regarding MAC OS, we hope soon to launch a compatible version for it as well a functional version compatible with WINE for MAC OS.
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Do I need to open any ports on client computers in order to take remote control of them?

No, it's not necessary to open any ports because the clients are connecting to your Netretina server, therefore is not an incoming connection but an outgoing one from the client location to your Netretina server.

The same happens with the Netretina operator module, it can be executed from your LAN or over the Internet.

The Netretina server acts as a gateway that interconnects its clients with its operators. It redirects the traffic saving time avoiding manual configurations and without to open any port on the client routers.

Establishing a remote connection to a computer is very quick.
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Where is the connection module for my clients?

From the Netretina console you can create the connection module for your clients. That module can be customized for your enterprise adding your business data, logo and icon.

When a client connects to your Netretina support center, he will see a customized application for his enterprise, showing a very professional look of your support department.

From the Netretina console you can create all kinds of existing clients: normal client (executable file), normal web script client (connection button from a web site) and the client as Windows service (to connect computers to your Netretina server in a permanent and unattended way).

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How can I access the remote desktop of my client?

Once your client is connected to your Netretina server, he will have to click on the 'Share -> Desktop' option to give access to the operator to allow him to connect to the client computer and take remote control of it in a quick and safe way.
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I don't have a public fixed IP address

Netretina Software works perfectly with dynamic DNS names so you can use any online service like www.no-ip.com or www.dyndns.org to get a DNS name like: my-enterprise.ip-address.com. Then you have to compile the client and operator modules specifying this dynamic DNS name in the WAN IP box (here you can input a public fixed IP or a DNS name).

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Does the Netretina server need to be dedicated?

It is not a requirement to have a dedicated server, but we strongly advise you to use a server with a clean OS installation without hordes of software installed on it to ensure fluid functioning and a good performance of Netretina Software.
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What are the system requirements for the operator, client and server software?

Recommended software & hardware requirements:

Netretina server:

• Fixed IP address (ask your ISP). You can also use a dynamic IP service.

• 512 Kb DSL line or higher (2 Mb or 4 Mb recommended).
  (Even work with a Dial-Up modem using the lowest screen resolution).

• Windows XP, NT, 2000 or 2003 installed in your server.

• 50 MB free hard disk space and 512 MB RAM (1 GB or more recommended).

• Sound card for alerts (optional).

• It's required to configure the following ports in the router / firewall (server only).
  

  • 1977 (by default) TCP, required for communication.

  • 1975 (by default) TCP+UDP, used by audio & video features (optional).
    

Netretina operator:

• Internet connection (required), DSL or equivalent is recommended.

• Does not require neither fixed IP address nor to open any specific port.
  If you are using a firewall, you need to allow the module to access your network.

• Windows 98 or newer is required. Windows NT, XP, 2000, 2003 Server or Windows Vista are recommended.

• Web cam & sound card capabilities (optional).

Netretina client:

• Internet connection (required), DSL or equivalent is recommended.

• Does not require neither fixed IP address nor to open any specific port.
  If you are using a firewall, you need to allow the module to access your network.

• Windows 98 or newer is required. Windows NT, XP, 2000, 2003 Server or Windows Vista are recommended.

• Web cam & sound card capabilities (optional).

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Are there any ports that need to be open?

Yes, Netretina server receives connections from client computers and acts as a gateway between them and the operator computers; in order to do this the server requires to open 2 ports on his router. By default, the software will use the 1977 (TCP) and the 1975 (TCP & UDP) ports. These ports need to be opened with the router's NAT option and be redirected to the local private IP address of Netretina server.

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How much Netretina Software cost?

The Netretina Software license is based on the number of operators that can stay connected to the server at the same time.

Netretina supports an unlimited number of connections from its clients.

Example:

- If your enterprise has four support operators where only three of them are going to give support to clients at the same time, then you'll need three operator licenses.

Have a look at the license pricing in the Buy section for more information.
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Payment method

You can buy Netretina Software online via ShareIT:

ShareIT is the world leader enterprise which handles the entire online transaction and process payments. ShareIT accepts different payment methods like credit cards, wire transfers, checks and cash.

  You can buy here

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License types

There are two different license types:

1. Yearly hire (without hosting).

2. Software purchase (unique payment).

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1. Yearly hire

With this kind of license you'll have to install Netretina Software in your own server. This requires you to contract the number of operator licenses that your business needs. Payment is yearly in concept of software hiring.

2. Software purchase (one-time payment & permanent license)

This kind of license has a higher initial cost but you won't have to renew the license every year. The upgrades are free during the first year and in the next years you will receive a 70% discount over the cost (upgrade is optional). This license's cost depends also on how many operator licenses you buy.

More info about prices and online purchase here

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How does the license renewal work?

Our commercial department will contact you to explain the steps needed to renew your license one month before it expires. If you renew your license 15 days before it expires, you will receive a 10% discount on its price.
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What is the Netretina console for?

From the Netretina console you can create customized versions of the Netretina client and operator modules suited to your own business.

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Fixed IP (WAN IP)

We recommend you to configure a fixed IP address in your Netretina server, but it's not required because it supports dynamic DNS names.

When you both create the Netretina client and operator modules, the software asks you to enter your public IP address (WAN IP), this is necessary to make possible the remote connection of clients over the Internet to your Netretina server.

If you have a dynamic IP address that changes every time your router is reset, both the client and operator modules will be unable to connect to the server. That's why you need to get a fixed IP address (ask your ISP) or get a dynamic DNS name to avoid this problem.

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How does the incident management system (trouble ticket system) works?

Netretina Software allows the clients to create incident tickets (or trouble tickets) from the Netretina client module in order to receive assistance and support from the operators who will manage those incidents or trouble tickets from their Netretina operator module.

You can activate or deactivate the trouble ticket system from the Netretina Software.

You can also activate a feature that allows the new clients to use that ticket system to automatically create their accounts online. If you turn off this option, the new clients will have to ask the operators via email or phone to create their accounts. Another feature is the possibility to automatte the email sending process when these tickets are generated, in order to activate that feature you'll have to fill the properties fields of the BOT email in the software.

The accounts containing the username and password of the clients can be managed from the right hand side menu of the operator module, within each client profile there is a box to input his username (his email) and another box to input his password.

Client experience:

When a client access the support ticket option, he will have to login with his username (his email) and his password, once inside, the client will be capable of create new trouble tickets (or incidents) specifying the subject, priority, department and a brief comment of the problem. Within the same screen, the client can also view his past tickets and re-open them if he wants.

Operator experience:

In the central section of the module, the operator will see the place where he can manage the trouble tickets generated by the clients. In that place the operator can manage the tickets, re-open them or close them is needed.

If you have any questions, please contact us soporte@mitglobe.com
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