Support for Netviewer products

Here you'll find product brochures, downloads, support and help for your Netviewer products.

Technical questions - Netviewer version 6
Q:
Why does Netviewer have performance issues on Windows 8 systems?

Only the latest Netviewer version 6.3.1.1857 runs on Windows 8 without any issues.

If you've got a version 6 contract already you can download this by logging into the customer portal my.netviewer.com and clicking "Download".

Q:
Why do I only see "Show details" through the Netviewer customer portal “my.netviewer.com” even though I have ordered a Business Edition?

A user is able to use the Netviewer software only if he or she has been assigned a license.
Additional information and instructions are available here:

Short manual "User administration" (PDF)

Q:
How do participants join my sessions?
  • Participants can join your sessions by going to our website www.netviewer.com and clicking on the button "Join a session" at the upper right of the screen. This will take them directly to our webstarter participant program www.netviewer.com/en/joinsession.

    Ask your participants to enter the session number into the proper field and then click on “Join now”. After the participant clicks on the button, the Flash-based web application will automatically bring the participant into your session.
  • As an alternative, you can use the invitation function.
    Short manual "Email invitation" (PDF)
Q:
Where can I download the participant program?

You can receive the participant program for free in the Service area of our website. From there, click on the sub-navigation entry "Downloads".

Q:
How can I integrate the Webstarter into my website?
Q:
Have forgotten my password. What should I do?
  • In versions 6 and above, you can easily reset your own password. Go to the Netviewer website and click on “My Netviewer Login”. Under the customer login fields, click on the “Forgot your password?” link. Enter your e-mail address.
  • Within a few moments, you will receive an e-mail with a link. Click on the link to create a new password.
  • Please note that you do not need administrator rights to reset your password.
Q:
Where can I download Netviewer software in other languages?
  • Versions 6.1 and above of the Netviewer program are multilingual. Therefore, you will only need one version of the program even when rolling out the software internationally.
  • The program will always install the language that matches the language selected under Regional and Language Options in Windows.
    For example, if you change the Windows language to German, Netviewer will start in German.
  • Another way to change the language of the Netviewer application is to rename the downloaded EXE files as follows:
    "Netviewer_Meet_LDE.exe" for German
    "Netviewer_Meet_LEN.exe" for English
    "Netviewer_Meet_LFR.exe" for French
    "Netviewer_Meet_LIT.exe" for Italian
    "Netviewer_Meet_LES.exe" for Spanish
    "Netviewer_Meet_LNL.exe" for Dutch
    "Netviewer_Meet_LPL.exe" for Polish
    "Netviewer_Meet_LRU.exe" for Russian
    "Netviewer_Meet_LSV.exe" for Swedish
Q:
How can I send the invitation link in an invitation e-mail in another language? And how can I change the invitation text?

Simply start the Netviewer program in the desired language as described above. The invitation will then be generated in the corresponding language.

Please refer to pages 92 to 94 of the Netviewer Meet user manual (PDF) to learn how to change the text in the invitation function.

Q:
How can I play back Netviewer sessions that were recorded in the *.nvl format and where can I download the new Netplayer in version 6?

The version 6 of Netplayer is available in the Netviewer customer portal my.netviewer.com under “Download” or in our Downloadcenter clicking here to download it directly.

Short manual "Netplayer" (PDF)

Q:
How is my custom CI displayed?

Please go to the "Download" area in the Netviewer customer portal my.netviewer.com.
Download the desired program and rename the *.exe file as follows: 
"<Program Name>>_kagu<Design-ID>.exe" 
(for example: "Netviewer_Meet_kagu31PWohqTnbxw2cnVXwUtwi.exe").

Your design ID is available in the my.netviewer.com customer portal under "My contracts" 
(at the upper right) under "Contract" -> "Design ID".

Short manual "Design Customization" (PDF)

Q:
Will Netviewer work on my participants’ computers?

Please refer them to our system test:
www.netviewer.com/en/support/downloads

Q:
What is the minimum required bandwidth for using Netviewer?

Please download the free technical white paper “Network Bandwidth Use” for free here: 
Whitepaper "Network Bandwith use" (PDF)
Whitepaper "Performance" (PDF)

Q:
Which servers and which ports does Netviewer use?

In order to establish a connection the Netviewer Server Infrastructure needs to be accessible:
Servers used by Netviewer:*.netviewer.com

Ports used:

  • HTTPS-Port 443
  • TCP-Port 2000
  • TCP-Port 2377

For more details concerning the products used please click here

Q:
When Netviewer starts, a proxy dialog asks me for an address and port. What should I do if I am not using a proxy?


If an existing network connection fails, Netviewer will use this dialog in an attempt to establish a connection to the Netviewer connection server.

There are three main reasons for this to occur:

  • The wrong standard gateway has been entered at Start -> Settings -> System -> Internet Options, the “Connection” tab, under Settings for VPN and dial-up connections.
    Change these settings to “Dial whenever a network connection is not present”.
  • Your personal firewall is blocking all applications that attempt to establish a connection to an external server. Configure this product so Netviewer is allowed access to the Internet.
  • Your Internet connection has been interrupted (DNS problem, low data throughput, or other similar issues).
Q:
User Account Control (UAC) under Windows Vista or Windows 7 is preventing remote control.

Session moderators can have difficulties remotely controlling a PC that has UAC activated under Windows Vista and Windows 7.

If UAC is activated, a user account control message will appear when Netviewer starts (example taken from Windows 7). Because the Netviewer programs are executable files, the UAC will intervene and monitor the Netviewer functions.


Option 1: Acknowledge the message with “Yes”

You will need administrative rights to acknowledge the UAC message!
What do I have to know? A session can be started as usual.

What will happen if a UAC message appears on the participant side?

The moderator sees the message and can acknowledge it. The moderator can control the participant's PC without limitations.


Option 2: Cancel the message with “No”

What do I have to know? You can start a session as usual but you will not be able to control system programs remotely. This will apply also if the session participant confirms a new UAC message.

 

What will happen if a UAC message appears on the participant side?
The moderator will not see the UAC message (as in Option 1) and will be unable to proceed until the participant acknowledges or rejects the UAC message.

 

Whitepaper „User Account Control“ (PDF)

Q:
When Netviewer starts on a Dell computer, the application produces a blue screen. What is causing this?

This phenomenon occurs only on Dell PCs with a preinstalled Windows operating system.

The file that causes a blue screen is no longer installed. The integrated sound card is from IDT (www.idt.com) but the file "ctAudDrv.sys" belongs to Creative Labs Advanced Audio FX Engine.

Remove the problem as follows:

Q:
Why is the screen content transferred only in black?
  • When Netviewer Meet starts, it transfers only applications.
  • Netviewer will not initially transfer the desktop, taskbar, and system.
  • Netviewer Support generally transfers the entire screen contents.

In the Netviewer panel, click on the “Application Selection” menu item and select the applications that you want the other session participants to view. 
If another person must share his or her screen contents, ask this person to release the desired applications on their computer.

Q:
When video files are transmitted, the viewer’s screen remains black. How can I correct this problem so that the viewer sees the video stream?
  • Please deactivate hardware acceleration for the graphics card by going through the Windows Control Panel.
  • To do this, right-click on the desktop, select “Properties”, then “Settings”, then “Advanced”, and “Troubleshooting”. Slide the “Hardware acceleration” bar from “Full” to “None” and confirm by clicking on “Apply”.
Q:
I am using multiple monitors. How can I show or view the contents of the various monitors?
  • Use the key combination [CTRL]+[ALT]+[S] to switch between the monitors of the partner in Show mode. Remote control must be active.
  • Slide your Netviewer mini-panel to the monitor that you wish to show. Your participants will now see the monitor where the panel is currently located.
  • Displaying all monitors is not permitted for security reasons.

For more information concerning shortcuts please click here:
Short manual "Shortcuts" (PDF)

Q:
Using Netviewer Admin there is a security message to confirm. What can I do in order to avoid this because there is nobody available on the host-side being able to accept this dialogue?

This security message only appears when the Windows-session of the host PC has not beenlogged off or locked in order to prevent access without authority.
To avoid this security dialogue you've got three possibilities:

  • Log off the Windows session on the host-side (Start -> Log off  -> log off "<Windows-user>")
  • Lock the PC on the host-side ("Windows"-Key + "L")
  • Activate a password-protected screensaver on the host-side (right-click to the Desktop -> properties -> screensaver ->set the delay -> tick the box "login credentials at reactivation")

If out of technical reasons there is no possibility to do this we can also deactivate this security dialogue.
Therefore please just contact the Netviewer sales-person in charge for your contract.
He/she is going to send you a document via email.
Just please sign and resend it back to us via fax.
Afterwards we'll be entitled to deactivate this dialogue on your contract.

Q:
What plug-ins are available and how can I install them?

Quickstart plug-ins are available for the following programs:
Outlook, Firefox, Internet Explorer, Skype

You can install these plug-ins yourself during the regular installation routine. In the installation dialog, all plug-ins are selected by default. However, you can modify the selections as desired.

The Skype plug-in lets you link the Netviewer invitation function with Skype.

Use the Netviewer Outlook planning plug-in to automatically add planned sessions to your Outlook calendar. Then you can start your Netviewer sessions directly from within Outlook.

Q:
What should I do if I have problems with VoIP?
  • Please note that the teleconference and VoIP may not be used together because they are two mutually independent systems.
  • Make sure that the “VoIP” button in the VoIP tray is “on”.
  • With the VoIP tray open, click on the drop-down menu (labeled with a gear icon) located at the bottom right of the tray. Under “Multimedia settings”, make sure that you have selected the right devices for “Output”, and “Microphone” in the “Audio” box.
  • Check to make sure the selected devices are properly installed and ready for operation.
Q:
What should I do if I have problems with the teleconference?

Please note that the teleconference and VoIP may not be used together because they are two mutually independent systems.

Please click here for additional information:
Short manual „Teleconference“ (PDF)
Short manual „Teleconference phone numbers“ (PDF)

Q:
Does Netviewer work on the Mac and Linux operating systems or on iPhone, iPad, or other smartphones?
  • Windows: 2000, XP, Vista, 7, Server 2000, Server 2003, Server 2008, 32- and 64 bit
  • Mac: the webstarter loads the appropriate dmg file as described under Point 2.
  • Linux: Participants can use the web client to join a Netviewer Meet session

Please note that functionality is limited on the Flash client.

NEW!
Netviewer now available for Apple iOS and Google Android.
Participate in Netviewer Meet or Webinar sessions without a PC. All you need is the Netviewer Mobile Client beta for Apple iOS and Google Adroid devices. Use the solution for cross-platform collaboration on PC and Mac. The integrated zoom function ensures that no details escape you. The automatic display adjustment for portrait and landscape mode helps you understand the big picture. 
Download to your iPhone or Android smartphone for free now!

Q:
Where can I find the logfile to send to the Netviewer Technical Support for an analysis if I have a technical issue?

When you start the Netviewer application locally you'll find the logfile (e.g. Netviewer_Support_log.txt or Netviewer_Meet_log.txt) in the same directory where you started it from.

When you start Netviewer directly from our customer portal my.netviewer.com (version 6 only) please open your windows explorer and enter:
%APPDATA%\Netviewer (if your use Windwos XP)
or
%LOCALAPPDATA%\Netviewer (if your use Windwos Vista or 7)

Using MAC OS you'll find the logfile "Netviewer Participant.log" (for Version 5) bzw. "Netviewer.log" (for Version 6) under:
/<User>/Library/Logs
(<User> represents for the user logged in).

Technical questions - Netviewer version 5
Q:
Why does Netviewer have performance issues on Windows 8 systems?

Only the latest Netviewer version 6.3.1.1857 runs on Windows 8 without any issues.

If you've got a version 6 contract already you can download this by logging into the customer portal my.netviewer.com and clicking "Download".

If you still have a Netviewer version 5 contract the question
"How do I upgrade to version 6 so I can have access to the portal?"
on our FAQ-list will explain how to update your contract.

Q:
Why do I receive the error message "Your trial version has expired" since 28th of September 2013?

We identified a license control error in NV Versions 2 to 5. 
 
Unfortunately, this means that the application cannot be executed anymore. 

Please contact our Client Services team to correct this error by email:
gotoclientserviceseurope@citrixonline.com.

In your email please also tell us your phone number. We'll get in contact with you as soon as possible.

We apologize for any inconvenience this may cause.

Q:
How do I upgrade to version 6 so I can have access to the portal?

Please send an e-mail to customerupdate@netviewer.com stating your desire for an update and including your existing contract number.

Your contract number is available here

Please note that any users that you have created as well as any previously planned sessions will have to be reentered in version 6. The versions run on two separate SaaS server systems. In most cases, you can run version 5 simultaneously as version 6 during the transition period of two months.

Q:
How do participants join my sessions?
  • Participants can join your sessions by going to our website www.netviewer.com and clicking on the button "Join a session" at the upper right of the screen. This will take them directly to our webstarter participant program www.netviewer.com/en/joinsession.
    Ask your participants to enter the session number into the proper field and then click on “Join now”. After the participant clicks on the button, the Flash-based web application will automatically bring the participant into your session.
Q:
Where can I download the participant program?

You can receive the participant program for free in the Service area of our website. From there, click on the sub-navigation entry "Downloads".

Q:
How can I integrate the webstarter into my website?
Q:
Where can I manually download the old participant program in version 5?
Q:
How can I replay sessions that were recorded in the *.nvl file format with the recording function? Where can I download the required Netplayer version 5?
Q:
Will Netviewer work on my participants’ computers?

Please refer them to our system test:
www.netviewer.com/en/support/downloads

Q:
What is the minimum required bandwidth for using Netviewer?

Please download the free technical white paper “Network Bandwidth Use” for free here: 
Whitepaper "Network Bandwith use" (PDF)
Whitepaper "Performance" (PDF)

Q:
Which servers and which ports does Netviewer use?

In order to establish a connection the Netviewer Server Infrastructure needs to be accessible:
Servers used by Netviewer: *.netviewer.com

Ports used by version 5 :

  • HTTP-Port 80
  • HTTPS-Port 443
  • TCP-Port 2000

For more details concerning the products used please click here

Q:
When Netviewer starts, a proxy dialog asks me for an address and port. What should I do if I am not using a proxy?

If an existing network connection fails, Netviewer will use this dialog in an attempt to establish a connection to the Netviewer connection server.

There are three main reasons for this to occur:

  • The wrong standard gateway has been entered at Start -> Settings -> System -> Internet Options, the “Connection” tab, under Settings for VPN and dial-up connections.
    Change these settings to “Dial whenever a network connection is not present”.
  • Your personal firewall is blocking all applications that attempt to establish a connection to an external server. Configure this product so Netviewer is allowed access to the Internet.
  • Your Internet connection has been interrupted (DNS problem, low data throughput, or other similar issues).
Q:
User Account Control (UAC) under Windows Vista or Windows 7 is preventing remote control.

Session moderators can have difficulties remotely controlling a PC that has UAC activated under Windows Vista and Windows 7.

If UAC is activated, a user account control message will appear when Netviewer starts (example taken from Windows 7). Because the Netviewer programs are executable files, the UAC will intervene and monitor the Netviewer functions.

Option 1: Acknowledge the message with “Yes”

You will need administrative rights to acknowledge the UAC message!
What do I have to know? A session can be started as usual.

 

What will happen if a UAC message appears on the participant side?

The moderator sees the message and can acknowledge it. The moderator can control the participant's PC without limitations.

Option 2: Cancel the message with “No”

What do I have to know? You can start a session as usual but you will not be able to control system programs remotely. This will apply also if the session participant confirms a new UAC message.

 

What will happen if a UAC message appears on the participant side?
The moderator will not see the UAC message (as in Option 1) and will be unable to proceed until the participant acknowledges or rejects the UAC message.

Q:
When Netviewer starts on a Dell computer, the application produces a blue screen. What is causing this?

This phenomenon occurs only on Dell PCs with a preinstalled Windows operating system.

The file that causes a blue screen is no longer installed. The integrated sound card is from IDT (www.idt.com) but the file "ctAudDrv.sys" belongs to Creative Labs Advanced Audio FX Engine.

Remove the problem as follows:

Q:
Why is the screen content transferred only in black?
  • When Netviewer Meet starts, it transfers only applications.
  • Netviewer will not initially transfer the desktop, taskbar, and system.
  • Netviewer Support generally transfers the entire screen contents.

In the Netviewer panel, click on the "Application Selection" menu item and select the applications that you want the other session participants to view. If another person must share his or her screen contents, ask this person to release the desired applications on their computer.

Q:
When video files are transmitted, the viewer’s screen remains black. How can I correct this problem so that the viewer sees the video stream?
  • Please deactivate hardware acceleration for the graphics card by going through the Windows Control Panel.
  • To do this, right-click on the desktop, select “Properties”, then “Settings”, then “Advanced”, and “Troubleshooting”. Slide the “Hardware acceleration” bar from “Full” to “None” and confirm by clicking on “Apply”.
Q:
I am using multiple monitors. How can I show or view the contents of the various monitors?
  • Use the key combination [CTRL]+[ALT]+[S] to switch between the monitors of the partner in Show mode. Remote control must be active.
  • Slide your Netviewer mini-panel to the monitor that you wish to show. Your participants will now see the monitor where the panel is currently located.
  • Displaying all monitors is not permitted for security reasons.

For more information concerning shortcuts please click here:
Short manual "Shortcuts"

Q:
Using Netviewer Admin there is a security message to confirm. What can I do in order to avoid this because there is nobody available on the host-side being able to accept this dialogue?

This security message only appears when the Windows-session of the host PC has not beenlogged off or locked in order to prevent access without authority.
To avoid this security dialogue you've got three possibilities:

  • Log off the Windows session on the host-side (Start -> Log off  -> log off "<Windows-user>")
  • Lock the PC on the host-side ("Windows"-Key + "L")
  • Activate a password-protected screensaver on the host-side (right-click to the Desktop -> properties -> screensaver ->set the delay -> tick the box "login credentials at reactivation")

If out of technical reasons there is no possibility to do this we can also deactivate this security dialogue.
Therefore please just contact the Netviewer sales-person in charge for your contract.
He/she is going to send you a document via email.
Just please sign and resend it back to us via fax.
Afterwards we'll be entitled to deactivate this dialogue on your contract.

Q:
What plug-ins are available and how can I install them?

Quickstart plug-ins are available for the following programs:
Outlook, Firefox, Internet Explorer, Skype

You can install these plug-ins yourself during the regular installation routine. In the installation dialog, all plug-ins are selected by default. However, you can modify the selections as desired.

The Skype plug-in lets you link the Netviewer invitation function with Skype.

Use the Netviewer Outlook planning plug-in to automatically add planned sessions to your Outlook calendar. Then you can start your Netviewer sessions directly from within Outlook.

Q:
After entering the session number as a participant, you receive the message: “An incorrect session number has been entered”, even though the session number is correct. What is the problem?

You are probably using a newer participant program in version 6.

As moderator, please make sure that the participants join the session through the webstarter www.netviewer.com/en/joinsession (as described above).

Q:
What should I do if I have problems with VoIP?
  • Please note that the teleconference and VoIP may not be used together because they are two mutually independent systems.
  • Make sure that the “VoIP” button in the VoIP tray is “on”.
  • With the VoIP tray open, click on the drop-down menu (labeled with a gear icon) located at the bottom right of the tray. Under “Multimedia settings”, make sure that you have selected the right devices for “Output”, and “Microphone” in the “Audio” box. 
    Check to make sure the selected devices are properly installed and ready for operation.
Q:
What should I do if I have problems with the teleconference?

Please note that the teleconference and VoIP may not be used together because they are two mutually independent systems.

Please click here for additional information:
Short manual „Teleconference“ (PDF)
Short manual „Teleconference phone numbers“ (PDF)

Q:
Does Netviewer work on the Mac and Linux operating systems or on iPhone, iPad, or other smartphones?
  • Windows: 2000, XP, Vista, 7, Server 2000, Server 2003, Server 2008, 32- and 64 bit
  • Mac: the webstarter loads the appropriate dmg file as described under Point 2.
  • Linux: Participants can use the web client to join a Netviewer Meet session

Please note that functionality is limited on the Flash client.

NEW!
Netviewer now available for Apple iOS and Google Android.
Participate in Netviewer Meet or Webinar sessions without a PC. All you need is the Netviewer Mobile Client beta for Apple iOS and Google Adroid devices. Use the solution for cross-platform collaboration on PC and Mac. The integrated zoom function ensures that no details escape you. The automatic display adjustment for portrait and landscape mode helps you understand the big picture. 
Download to your iPhone or Android smartphone for free now!

!Please note that you will need to upgrade to version 6 as described in Point 1.

Q:
Where can I find the logfile to send to the Netviewer Technical Support for an analysis if I have a technical issue?

When you start the Netviewer application locally you'll find the logfile (e.g. Netviewer_Support_log.txt or Netviewer_Meet_log.txt) in the same directory where you started it from.

Using MAC OS you'll find the logfile "Netviewer Participant.log" (for Version 5) bzw. "Netviewer.log" (for Version 6) under:
/<User>/Library/Logs
(<User> represents for the user logged in).

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Find the Version of Your Netviewer Product

 

You can easily find out
which product version
you're using.

 

Click here to find your product version

Do you have any further questions?

 

For technical questions
Contact support

 

Questions about invoices, payments, etc.
invoice@netviewer.com
+49 (0)721 35 44 99-261

 

Questions about prices, subscriptions, etc.
upgrade@netviewer.com
+49 (0)721 35 44 99-400