If you've searched the Knowledge Base and not found your answer, you may ask
a new question of technical support.
Q: How many customers can I support with one license? As many as you'd like with one workstation. You
can have multiple simultaneous connections to that
workstation, and you can use that workstation 24
hours a day and 7 days a week.
Q: How does LiveSupport know which workstation to
A: When you purchase, you will give us an IP address
or preferably a domain name like
Q: How many do I need?
A: You need one per technician workstation. If you
have two tech support people that will be doing
support simultaneously, then you should have two.
Q: How does the customer run it?
A: They will download and run LiveSupport from your
website. You can e-mail them a link, or just tell
them the URL over the phone. You can also put it on a CD with your software, or e-mail it to them.
Q: Does LiveSupport work on any version of Windows?
A: Yes, it works on Windows 95, Windows 98, Windows
ME, Windows NT 3.5, Windows NT 4.0, Windows 2000,
Windows XP, Windows Vista, and Windows 7.
Q: Does LiveSupport work on Apple Macintosh, Linux, BSD, Unix?
A: No, unless those systems are emulating Windows.
Q: What if we only want certain customers to be able
to use LiveSupport?
A: You have many options:
You can put it on your web site with password
You could put it on a hidden page that only the
support technicians give out.
You could ship it with your product so only those
who have your product will use LiveSupport.
Q: Is LiveSupport affected by XP SP2 or ZoneAlarm?
A: Any personal firewall that resides on the
computer may see that a new program is trying to
make an outbound connection. A pop-up should
appear that asks if the program can use the
Internet. The customer should choose "Allow".
Q: How can the support technician get system information when using
A: If the machine that you are supporting has
Microsoft Office, you can open MS Word and choose
Help->About and then "System Info..."
If they do not, then choose Start->Run and use
either "winmsd.exe" or "msinfo32.exe"