NetSupport DNA

Getting Started Guide

Copyright© 2020
NetSupport Ltd
All rights reserved
Contents
Installation ...................................................................4
System Requirements ...................................................... 4
Planning an Installation .................................................... 5
Starting the Installation .................................................... 8
NetSupport Licence Agreement.......................................... 8
Select Setup Type ............................................................ 9
Custom Setup ............................................................... 10
SQL Server Installation ................................................... 12
Setting up the Server ..................................................... 13
Web Server Database setup ............................................ 14
Inter Component Communications ................................... 17
Select Enterprise Type.................................................... 18
Existing Installation ....................................................... 19
Installing via Active Directory .......................................... 20
Advanced Option - Command Line Installation ................... 21
Upgrading from Existing NetSupport DNA Versions ............ 23
Installing NetSupport DNA Agent on Mac Systems ............. 24
NetSupport Browser for iOS ............................................ 25
NetSupport DNA Browser for Android ............................... 27
NetSupport DNA Chrome Agent ....................................... 29
Using the NetSupport DNA Database Wizard ..............30
Install and set up database for use .................................. 31
Set up NetSupport DNA user for accessing the database ..... 32
Set up admin users to access the NetSupport DNA Server .. 33
Register a Licence .......................................................... 34
Reset System Admin Password ........................................ 35
Gateway Settings .......................................................... 36
Mobile Connection Settings ............................................. 37
SNMP Settings............................................................... 38

2
Miscellaneous settings .................................................... 39
Starting the NetSupport DNA Console .........................40

Deploying NetSupport DNA Agents .............................41

What is Deploy? ............................................................ 41
How does NetSupport DNA Deploy work? .......................... 42
What are the requirements? ............................................ 42
Deploy scenarios ........................................................... 43
Domain environment .............................................. 43
Workgroup environment.......................................... 45
Common Errors...................................................... 47
Contacting NetSupport ...............................................52

3
INSTALLATION

System Requirements
DNA Server
Minimum hardware: Single – Dual Core 2.00 GHz CPU 8 Gb
RAM or higher. *
Free space required: 20 Gb (dependant on number of Agents
supported).
Windows Server 2008 R2 or above (best practice).
Windows 7, Windows 8.1 and Windows 10.

Databases supported: SQL Server 2008 or later. If no

version of SQL exists on the target system, when installing
the DNA Server you will be prompted to either install SQL
(SQL 2012 Express is included in the NetSupport DNA setup
file), or to specify the address of an existing SQL Server

* Refer to our website www.netsupportsoftware.com/support

for recommendations based on installed Agent base.

Optional Server modules (SNMP Discovery, Remote

Gateways)
Windows 7 or higher.
Windows Server 2008 or higher.

NetSupport DNA Cloud Server

Windows 10.
Windows Server 2008 R2 and above.

NetSupport DNA Management Console

Free space required: 392 MB
Windows 7 or higher.
Windows Server 2008 R2 or higher.

NetSupport DNA Mobile Console apps

Android 4.03 or higher.
iOS 9.3 or higher.

NetSupport DNA Agent (client)

Free space required: 105 MB
Windows Vista or higher.
Windows Server 2008 or higher.

4
Mac OS X 10.8 or higher.
iOS 9.3 or higher.
Android
5.01 or higher.
Chrome OS.

Note: Terminal Server environments are only supported for

the following components: Application Metering,
Acceptable Use Policies, User Details, Print Monitoring,
Internet Metering and eSafety.

Inventory only Agent

Windows XP SP3.
Windows Mobile 8 or later.

Planning an Installation
Before commencing an installation, consider which
components are required. NetSupport DNA consists of eight
main components:

1. NetSupport DNA Server

2. NetSupport DNA Console
3. NetSupport DNA SNMP Server
4. NetSupport DNA Web Server
5. NetSupport DNA Agent
6. NetSupport DNA Application Packager
7. NetSupport DNA Server Gateway
8. NetSupport DNA Agent Gateway

NetSupport DNA Server

The machine on which the server software is installed and the
database is stored is called the NetSupport DNA Server.

An additional SQL Server needs to be installed to enable the

NetSupport DNA Server to operate its database. The SQL
Server works with the NetSupport DNA Server by effectively
storing and retrieving the data that the DNA database
collects, as required.

NetSupport DNA comes with an SQL Server available, which

can be automatically installed. Alternatively, you can use an
existing SQL Server, by entering the server’s login details.

5
The SQL Server may run either on the same computer as the
NetSupport DNA Server or on another networked computer.

Note: For further information, see SQL Server Installation.

NetSupport DNA SNMP Server

The SNMP Server is the component that allows you to monitor
and configure SNMP-enabled Devices, such as printers and
access points. The SNMP Server will need to have network
access direct to the SNMP Devices. You will need to enter the
DNS name or IP address of your NetSupport DNA Server.

Note: You can use the Gateway to communicate with the

Devices.

NetSupport DNA Web Server

The Web Server is installed on a Windows machine. This
allows the NetSupport DNA mobile app to connect to
NetSupport DNA. For more information about the mobile app,
click here.

NetSupport DNA Console

The Console is the main interface for executing commands
and is generally installed on an administrator’s machine. An
administrator executes a command and the gathered data is
extracted from the NetSupport DNA database which resides
on the server. Console users are provided with administrator
rights. The installation prompts for an initial Console user
logon to be created, but additional Console users can be
added depending on your requirements.

Notes:
• The Console can be installed on multiple machines.
• A cloud-based Console is available in the Education
Edition of NetSupport DNA, enabling Console Operators
to view data away from the main DNA Console in a
browser.

NetSupport DNA Agent (Client)

The machine on which the Agent software is installed is called
the NetSupport DNA Agent. The Agent is the end-user
machine where data is collected from.

6
NetSupport DNA Local (Server) Gateway
The NetSupport DNA Gateway provides a means of
connecting remote Agents to the NetSupport DNA Server.
The Local Gateway communicates with the central NetSupport
DNA Server. The Local Gateway must be installed separately
from other NetSupport DNA components.

Note: If a DNA Server Gateway is installed on the same

machine as a NetSupport Connectivity Server (NCS),
remote control functionality over the DNA Gateway
will not be available. (Applies to Education
installations only).

NetSupport DNA Remote (Agent) Gateway

The Remote Gateway acts as a proxy server for the remote
NetSupport DNA Agents, allowing them to communicate with
the NetSupport DNA Server. The Remote Gateway can only
be installed with the NetSupport DNA Agent.

Notes:
• There can be multiple Remote Gateways (one installed at
each remote site) but only one Local (central) Gateway.
• The NetSupport DNA Console must be on the same
network as the NetSupport DNA Server to be able to pick
up Gateway Agents.

NetSupport DNA Application Packager

The NetSupport DNA Application Packager complements the
Software Distribution feature and allows users to record and
play back "low complexity" product installers.

Note: It is recommended that NetSupport DNA Servers,

Agent Gateway and Server Gateway components are
installed on machines that have a resolvable DNS
name and that DNS names are used throughout the
configuration of Agents and consoles. If this is not
possible, it is highly recommended that fixed IP
addresses are assigned to any machine running the
NetSupport DNA Server, Gateway Agent or Gateway
Server components.

7
Starting the Installation
Download your copy of NetSupport DNA from
www.netsupportdna.com/downloads.asp

Complete the download form and click Download Now.

Click the appropriate language from the menu and select the
option to install NetSupport DNA.

The NetSupport DNA installation will start displaying a

Welcome screen.

Click Next to continue. The DNA Licence Agreement will

appear.

NetSupport Licence Agreement

The NetSupport Licence Agreement will be displayed. Please
read the Licence Agreement carefully and select ‘I accept the
terms of the Licence Agreement’ and click Next to continue.

If you reject the Licence Agreement, (‘I do not accept the

terms of the Licence Agreement’) click Cancel. NetSupport
DNA will not be installed and you will be directed to exit from
the install program.

8
Select Setup Type
Choose the setup type to install on the workstation.

Server installation
Installs the NetSupport DNA Server, Console and Agent
components.

Console installation
Installs the DNA Console and Agent components.

Standard Agent (Client) installation

Installs just the Agent component.

Custom installation
Allows you to pick and choose which components to install on
the workstation.

Click Next to continue.

9
Custom Setup
Decide which NetSupport DNA components to install.

Note: This screen will only appear if you selected Custom

Install in the Select Setup Type dialog.

Server
The machine on which the server software is installed and the
database is stored is called the NetSupport DNA Server.

An available SQL-based Server is required on which to install

the NetSupport DNA database. This server provides all of the
functionality of NetSupport DNA. It contains the repositories
where all the collected data resides.

SNMP Server
The SNMP Server allows you to monitor and configure SNMP-
enabled devices.

Note: If performing a SNMP Server-only install, you will need

to enter the location of the NetSupport DNA Server or
Remote Gateway.

10
Web Server
The Web Server is installed on a Windows machine. This
allows the NetSupport DNA mobile app to connect to
NetSupport DNA.

An available SQL-based Server containing the NetSupport

DNA database is required.

Console
The Console is the main interface for executing commands
and is generally installed on an administrator's machine. An
administrator executes a command and the gathered data is
extracted from the NetSupport DNA database which resides
on the server.

If performing a Console-only install, you will need to enter the

location of the server that will be used to connect to Agents.

Agent (Client)
The Agent component should be installed on end-user
machines across your network. The server polls Agent
machines at regular intervals, gathering and holding system
information in the NetSupport DNA database.

If performing an Agent-only install, you will need to enter the

location of the server that will be used to connect to Agents.

Note: NetSupport DNA provides a Discovery and Deploy tool,

which is a convenient facility that remotely deploys
NetSupport DNA Agents to Windows PCs.

Internet Restrictions
Enables you to use the internet blocking facility, by default
this is included when installing the Agent component.

Remote Sites
NetSupport DNA Local (Server) Gateway
The NetSupport DNA Gateway provides a means of
connecting remote Agents to the NetSupport DNA Server.
The Local Gateway communicates with the central NetSupport
DNA Server. The Local Gateway must be installed separately
from other NetSupport DNA components.

11
Note: If a DNA Server Gateway is installed on the same
machine as a NetSupport Connectivity Server (NCS),
remote control functionality over the DNA Gateway
will not be available. (Applies to Education
installations only).

NetSupport DNA Remote (Agent) Gateway

The Remote Gateway acts as a proxy server for the remote
NetSupport DNA Agents, allowing them to communicate with
the NetSupport DNA Server. The Remote Gateway can only
be installed with the NetSupport DNA Agent.

Notes:
• There can be multiple Remote Gateways (one installed at
each remote site) but only one Local (central) Gateway.
• The NetSupport DNA Console must be on the same
network as the NetSupport DNA Server to be able to pick
up Gateway Agents.

Application Packager
The NetSupport DNA Application Packager complements the
Software Distribution feature and is a utility that can be used
to record and play back “low complexity” product installers.

By default, NetSupport DNA will be installed in the folder

C:\Program Files\NetSupport\NetSupport DNA.

Select Next to continue.

SQL Server Installation

The SQL Server that you plan to use for the NetSupport DNA
database can be installed on either the same computer as the
NetSupport DNA Server, or a remote computer.

For supported operating systems, the NetSupport DNA

installer can, if required, install and configure Microsoft SQL
Server 2012 as part of the installation process.

Note: If you are using a remote SQL Server, please click here
for further information on how to configure Microsoft
SQL Server Express for use with NetSupport DNA.

12
Select Next to configure a Microsoft SQL Server.

Note: If you choose to install the SQL Server Express 2012

within NetSupport DNA, you will be directed to the
Console User Setup screen.

Setting up the Server

Select the SQL Server to install to from the drop-down list or
click Browse to see a full list of SQL Servers.

Choose the appropriate verification method: SQL or Windows.

If SQL, enter the user name and password of your master
database.

Note: This dialog will only appear if the server feature is

being installed and you are using a remote SQL
Server.

13
Click Next.

Web Server Database setup

The NetSupport DNA Web Server requires the address of the
SQL Server that contains the NetSupport DNA Database. You
will also need to provide the user name and password that
the NetSupport DNA Server uses to connect to the database.

You can also configure the port the Web Server listens for
connections on. By default, this is port 80. If you change the
port number for the Web Server, you need to ensure that this
is added to the end of the Server address used when logging
onto the Mobile Console.

Note: This screen will only appear if you are installing the
Web Server.

14
Note: If you do not know the user name or password, run
the NetSupport DNA Database wizard on the machine
running the NetSupport DNA Server. You can change
the user name and password and enter the new
details into the installer dialog. You will need to have
the user name and password for the administrator of
the SQL Server to make this change.

Enter the name and password to be used for the NetSupport

DNA database and click Next.

15
Enter the user name and password to be used to access the
NetSupport DNA Console once installed. Additional Console
Operator logins can be created after installation.

Select Evaluation and enter your organisation’s name or

enter the licence details you have been provided with. You
will need to enter the directory where you have saved the
NetSupport DNA licence file and enter the licence key
number. The licence number is case sensitive. The
NetSupport DNA standard evaluation licence runs for a period
of 30 days and allows for a maximum of 50 users.

16
Note: If you are upgrading an existing installation, you will
only have the option to enter the licence key details. If
you have previously been using an evaluation licence
and wish to continue with the evaluation, you will
need to manually uninstall the software before
installing the updated version. Before continuing with
the upgrade, we recommend that you create a backup
of your database. Please refer to our website,
www.netsupportsoftware.com/support, for full
instructions.

Click Next.

Inter Component Communications

If you are installing the Console, Agent, SNMP Server or Local
Gateway, you will be required to enter the DNS name or IP
address for the NetSupport DNA Server.

Note: If the DNS name or the IP address cannot be found,

you will not be able to continue with the installation.

If you are installing the Remote Gateway, you will need to

enter the DNS name or IP address for the Local Gateway. You
will also have the option to enter this when installing the
NetSupport DNA Server.
17
Click Next to continue.

Select Enterprise Type

NetSupport DNA is available in two versions: corporate and
education. Each version features a wealth of components
tailored to its intended sector. Businesses and educational
institutions alike will benefit from the flexibility the product
offers – whether they are focusing the management of
multiple users across an enterprise (software distribution,
alerting and licence management) or ensuring campus-wide
cost savings (print monitoring, energy monitoring and power
management).

Select your enterprise type and click Next.

Sufficient information has been provided to commence the

installation. If you need to review any of the settings, click
Back; to start the installation, click Install. To quit the
installation, click Cancel.

The final screen confirms that the installation has been

successful. If you have installed the NetSupport DNA Console,
you will have the option to launch this.

Notes:
• When installing the Console and/or Server, it is
recommended that you use the latest SQL Native Client.
This can be downloaded from www.microsoft.com/en-
us/download/details.aspx?id=50402.
• After installation, a convenient utility can be run should
you need to update your database, console or upgrade
from an evaluation licence to a full licence. See: Using
the DNA Database Wizard.

18
Existing Installation
This screen will appear if a copy of NetSupport DNA has
already been installed on a workstation.

Modify
Enables you to change the NetSupport DNA components that
are currently installed.

Repair
Reinstalls all the program features installed by the previous
setup and repairs any installation errors in the program.

Remove
This option removes all installed features.

Select the required option and click Next.

19
Installing via Active Directory
NetSupport DNA allows you to install Agents using Active
Directory Group Policy Software Deployment.

In order to install using Active Directory, you will need to

locate the DNA.ini and Agent.msi file.

The DNA.ini is stored in the following folder on the

NetSupport DNA Console machine:

32bit C:\Program Files\NetSupport\NetSupport DNA\Console

64bit C:\Program Files (x86)\NetSupport\NetSupport
DNA\Console

The Agent.msi is available from the downloads area:

www.netsupportdna.com/downloads.asp

For full instructions on how to configure an Active Directory

deployment, please visit our Knowledge Base and refer to
technical document Installing the NetSupport DNA Agent
via Active Directory Group Policy software deployment.

20
Advanced Option - Command Line Installation
NetSupport DNA allows administrators to install the Console,
Agent, Application Packager and the Remote and Local
Gateways from the command line using the MSI installers
supplied. In addition, the Console, Agent and Application
Package can be installed via Active Directory.

To carry out installation from the command line

1. Place the appropriate MSI installation file into the same
folder as the configuration file on the target machine, or
an accessible share.
2. Edit the INI file to set the appropriate settings for your
installation, e.g. ServerAddress=, InstallDir=
3. On the target machine, execute the installation according
to the following examples:

To install the NetSupport DNA Agent

msiexec.exe /qb /i "NetSupport DNA 485 client.msi"

To control which local users NetSupport DNA Console is

installed for
msiexec.exe /qb /i "NetSupport DNA 485 console.msi"
ALLUSERS=2

ALLUSERS=”” Installs the package for the current user

only.
ALLUSERS=1 Installs the package for all local users.
ALLUSERS=2 Checks if the current user has
administrative privileges. If so, the
package will install for all users, otherwise
it will only install for the current user. Not
Supported for NetSupport DNA MSI
installers.

There is a sample DNA.INI file that is created in your Console

installation directory. This allows you to customise various
parameters for the MSI installation.

21
Agent and Console options
[All]
InstallDir= Leave blank for default installation
directory. This also applies to Application
Packager installs.
ServerAddress= IP address or, preferably, DNS name of the
NetSupport DNA Server.

Agent only options

[Client]
EnableLSP= 1 = install the NetSupport LSP, 0
= do not install
RemoveUninstallOption= 1 = does not appear in
Add/Remove programs

Installation via Active Directory (AD)

There are no special considerations for installation of
NetSupport DNA using Active Directory.

1. Place the NetSupport DNA MSI and INI file in a share on

your AD server which is accessible to your computers or
users.
2. Create or edit a Group Policy object (GPO) that affects
the users or computers you wish to install NetSupport
DNA for.
3. Create a new AD Software Installation Package under
either Computer Configuration or User Configuration as
appropriate.
4. Assign or publish the package.

For further information on Active Directory software

installation, please refer to Microsoft Help resources:
http://support.microsoft.com/kb/816102

22
Upgrading from Existing NetSupport DNA
Versions
If you are upgrading to the latest NetSupport DNA version
from a previous version of NetSupport DNA (NetSupport DNA
2.70 and above), you can install the new version from the
NetSupport DNA installer.

Note: If you are upgrading from a NetSupport DNA version

before NetSupport DNA 2.70 please refer to our
website: www.netsupportsoftware.com/support for
instructions.

1. Run the new NetSupport DNA setup.exe on the PC where

the NetSupport DNA Server is located.
2. Follow the on-screen instructions. The previous
NetSupport DNA version will be removed and the latest
version of NetSupport DNA will be installed. All previous
NetSupport DNA settings will be kept.
3. Consoles and Agents will be updated to the new version
the next time they connect to the Server.

23
Installing NetSupport DNA Agent on Mac Systems
A NetSupport DNA Agent can be installed on Mac systems,
allowing you to effectively manage your Mac machines.

Note: The NetSupport DNA Mac Agent supports Mac OS X

10.8 and above.

1. The NetSupport DNA Agent is provided as a standard Mac

OS X .DMG file. This is available from the downloads area
on our website.
2. To mount the drive image, copy to the hard drive and
double click. The mounted drive image will be available
on the desktop.
3. The installer will automatically run - follow the on-screen
instructions.

Features supported on Mac Agents:

• Gather a full hardware and software inventory from the

Agent machine.
• Automatically notify operators of any hardware and
software alerts.
• A detailed summary of all internet activity.
• A summary of all applications used.
• Real-time monitoring of Agent machines in icon, details
or thumbnail view.
• A single time-based summary of all activity presented in
a chronological view.
• Remote control Agent machines, allowing Operators to
remotely troubleshoot and perform administrative tasks.
• Agents can report a concern.*
• Monitor keywords and phrases.*

* These features are only available in the Education Edition of

NetSupport DNA.

24
NetSupport Browser for iOS
NetSupport DNA provides a mobile Browser app for iOS
tablets and smartphones that supports NetSupport DNA’s core
desktop management capabilities. When launched, it will
interrogate the iOS device to gather key system inventory
details and monitor online activity. The data collected is
dynamically sent to your local NetSupport DNA Server and is
then available for reporting within the NetSupport DNA
Console.

The app also supports NetSupport School’s core classroom

management tools, enabling real-time student interaction and
support during a lesson. For more information on NetSupport
School, click here.

The NetSupport Browser app can be downloaded from the

Apple App Store on iOS 9.3 or higher devices.

For information on how to centrally configure and deploy the

NetSupport DNA Browser, please click here.

Standard browser navigation features - including bookmarks,

add tabs (with the option to set a default Home Page),
internet history, plus the option to change the default search
engine - are also included.

Note: By default, the port that devices use is 1743. This can
be changed in the NetSupport DNA Database wizard.

Supported features:

• Real-time Monitoring - An Operator or teacher via the

Console can view a real-time summary of all devices.
Selected devices can be viewed either in a detailed list
view or via real-time thumbnails of each device screen.
• Internet Metering - A summary of internet activity via
the app is recorded, including start and finish times for
each URL visited and the active time spent on a page.
• Internet Restrictions - Internet usage can be fully
managed with the enforcement of approved and
restricted website lists.

25
• Safeguarding Keyword Monitoring (Education Edition)
- This tool helps schools protect students from being
exposed to inappropriate online content. It alerts staff
when students type or search for any terms that match
with those in the DNA keyword database, providing
safeguarding and internet safety indicators for self-harm,
bullying, radicalisation, child sexual exploitation - and
much more.
• Safeguarding Resources (Education Edition) - The
Safeguarding Resources icon, displayed on the Browser
app's toolbar, gives students instant access to a list of
appropriate online support resources.
• Report a Concern (Education Edition) - Students can
report concerns directly and discreetly to nominated
school staff.
• Hardware Inventory - When the DNA Browser is
launched on a device, an inventory is dynamically sent to
the NetSupport DNA Server.
• Enterprise Alerting - Real-time alerts enable Console
Operators to immediately identify any user who has
attempted to access a restricted website or triggered a
safeguarding keyword.
• Activity - Console Operators can see a chronological
view of device activity for a selected time period.
• Collect roaming data– If devices are used away from
the network, the app can be configured to record activity
in the background with the stored data collected by the
central DNA Server once re-connected.

26
NetSupport DNA Browser for Android
NetSupport DNA provides a mobile Browser app for Android
tablets and smartphones, allowing you to gather key system
inventory details and monitor online activity. The data
collected is dynamically sent to your local NetSupport DNA
Server and is then available for reporting within the
NetSupport DNA Management Console.

The NetSupport DNA Browser for Android app can be

downloaded from the Google Play store on Android 5.01 and
above devices.

Standard browser navigation features - including bookmarks,

add tabs (with the option to set a default Home Page),
internet history, plus the option to change the default search
engine - are also included.

Note: It is recommended that a suitable third-party MDM

solution is used to enable central deployment and
lockdown of the app and its configuration.

Supported features:

• Real-time Monitoring - An Operator can view a real-

time summary of all devices. Selected devices can be
viewed either in a detailed list view or via real-time
thumbnails of each device screen.
• Internet Metering - A summary of internet activity via
the app is recorded, including start and finish times for
each URL visited and the active time spent on a page.
• Internet Restrictions - Internet usage can be fully
managed with the enforcement of approved and
restricted website lists.
• Safeguarding Keyword Monitoring (Education Edition)
– This tool helps schools protect students from being
exposed to inappropriate online content. It alerts staff
when students type or search for any terms that match
with those in the DNA keyword database, providing
safeguarding and internet safety indicators for self-harm,
bullying, radicalisation, Child Sexual Exploitation - and
much more.

27
• Safeguarding Report a Concern (Education Edition) -
Students can report concerns directly and discreetly to
nominated school staff.
• Safeguarding Resources (Education Edition) - The
Safeguarding Resources icon, displayed on the Browser
apps toolbar, gives students instant access to a list of
appropriate online support resources.
• Hardware Inventory - When the NetSupport DNA
Browser is launched on a device, a full inventory of the
device is dynamically sent to the NetSupport DNA Server
for subsequent viewing in the Console.
• Software Inventory - When the NetSupport DNA
Browser is launched on a device, a full inventory of the
installed programs on the device is dynamically sent to
the NetSupport DNA Server for subsequent viewing in the
Console.
• Enterprise Alerting - Real-time alerts enable Console
Operators to immediately identify any user who has
attempted to access a restricted website or triggered a
Safeguarding keyword.
• Activity - Console Operators can see a chronological
view of device activity for a selected time period,
websites visited and triggered Safeguarding phrases.
• Chat – Console Operators can launch a two-way chat
session with any number of selected users.
• Message – Console Operators can broadcast a one-way
notification to selected users.

28
NetSupport DNA Chrome Agent
The NetSupport DNA Agent extension for Chrome OS supports
NetSupport DNA’s core desktop management capabilities.
When launched within a Chrome Browser, it will interrogate
the device to gather key system inventory details and monitor
online activity. The data collected is dynamically sent to your
local NetSupport DNA Server and is then available for
reporting within the NetSupport DNA Management Console.

The NetSupport DNA Chrome Agent extension can be

downloaded from the Google Play store.

For information on how to centrally configure and deploy the

NetSupport DNA Agent Extension for Google Chrome, please
click here.

Note: By default, the port that devices use is 1743. This can
be changed in the NetSupport DNA Database wizard.

Supported features:

• Gather a full hardware inventory from the Agent

machine.
• Real-time monitoring of Agent machines in icon, details
or thumbnail view.
• Agents can report a concern.*
• Monitor keywords and phrases.*
• A detailed view of all internet activity.
• Console Operators can see a chronological view of device
activity for a selected time period.
• Real-time alerts enable Console Operators to immediately
identify any user who has attempted to access a
restricted website or triggered a Safeguarding keyword.

* Only available in the Education Edition of NetSupport DNA.

29
USING THE NETSUPPORT DNA DATABASE
WIZARD

The NetSupport DNA Database wizard is a convenient utility

that can be run after installation should you need to change
any of your NetSupport DNA settings.

The wizard can be used to create the NetSupport DNA

database; add database users; add console users; update
licence details; reset the system admin password; add
NetSupport DNA Gateway settings; set SNMP settings; set
mobile connection settings; and set miscellaneous settings
such as SQL Server address, timeout for queries and force AD
authentication.

During installation, the NetSupport DNA Database wizard is

copied to the Server folder of the NetSupport DNA program
directory. The default location is c:\Program
Files\NetSupport\NetSupport DNA\Server\DNADBWizard.

Note: For the changes to take effect, the Server service

will need restarting.

30
Install and set up database for use
Enter the address/name of the SQL Server where the
NetSupport DNA Database is to be created and the
administrator logon details.

31
Set up NetSupport DNA user for accessing the
database
This dialog enables you to create/change the user name and
password used to access the NetSupport DNA Database on
the Server. If using the existing access details, check that the
SQL administrator has already created the details.

Note: It is preferable not to use an existing administrator

login as this could compromise the security of other
databases on the SQL server.

32
Set up admin users to access the NetSupport
DNA Server
If there was a problem creating the Console user during
installation, this option within the Database wizard can be
used to create new Console users. Console users are provided
with admin rights.

Notes:
• Admin user rights are required for this operation. You will
be prompted to enter the appropriate user name and
password when you click Create User.
• Additional Console users can also be created via the
Console program itself.

33
Register a Licence
The Database wizard enables you to update your NetSupport
DNA licence details, for example, when switching from an
evaluation licence to a full sale copy.

Note: Admin user rights are required for this operation.

You will be prompted to enter the appropriate user
name and password when you click Register.

To register a full licence, copy the licence file you have been
supplied with to an appropriate folder and enter the location
into the Registration dialog.

Enter your licence number - the details are case sensitive.

Click Register to update the licence.

A key element in the day-to-day operation of NetSupport DNA

is the frequency that the Server polls Agent machines to
gather data for each of the main components (evaluation
default = 10 minutes). However, if you have a large Agent
base, the number and frequency of connections can place an
unwanted overhead on performance.

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To counter this, when activating a 'Sale' copy, NetSupport
DNA will determine whether a more appropriate connection
interval is required, based on the number of user licences
being registered. Post-installation, a Console Operator can
manually adjust the interval for each component if required.

Reset System Admin Password

This option allows you to reset the password for the system
administrator. To reset this, you will need to know the admin
password for the SQL Server.

Enter the system admin user name and new password and
click Reset. You will then be prompted to enter the details for
the SQL Server, user ID (if required) and SQL Server admin
password, click OK. The password for the system admin will
be reset.

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Gateway Settings
To start using the NetSupport DNA Gateway, enter the IP
address for the Server Gateway. By default, the Gateway port
is 6010. Alternatively, to stop using the NetSupport DNA
Gateway, remove the Gateway address.

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Mobile Connection Settings
By default, NetSupport DNA allows Chrome and iOS devices
to connect to the Server, but this can be disabled from here.
The port that devices use to connect to the Server is 1743.

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SNMP Settings
This dialog allows you to set an SNMP server key. This is used
to encrypt data between servers and must also be set at the
SNMP server. You can also lock down the SNMP servers,
preventing any other SNMP servers from connecting to the
DNA server.

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Miscellaneous settings
From this dialog, you can change various NetSupport DNA
settings such as the IP address of the SQL Server, database
queries timeout, force AD authentication, enter NetSupport
DNA Gateway settings, select the enterprise type and select
the currency.

By default, the database queries timeout is set to 300

seconds; you can amend this by entering the required value.

If you have assigned an Active Directory Windows group to a

Console role, you can force AD authentication. The user will
not be able to access the NetSupport DNA Console unless
they are authenticated in Active Directory.

NetSupport DNA is available in two versions: corporate and

education. Select the required enterprise type.

NetSupport DNA sets the currency from the system locale of

the machine the DNA Server is located on. To change the
currency used in the database, enter the required currency
symbol here.

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STARTING THE NETSUPPORT DNA CONSOLE
At a machine with the NetSupport DNA Console installed
select {Start}{Programs}{NetSupport DNA}{NetSupport
DNA Console}.

Enter the Console user name and password.

For the latest product news and updates, select Help from
the Console menu.

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DEPLOYING NETSUPPORT DNA AGENTS
This section aims to cover details on the NetSupport DNA
Agent Discovery and Deploy utility available within the
NetSupport DNA Console, including how this works and the
requirements to use the utility within different environments.

In addition, some useful troubleshooting tips for the

NetSupport DNA Agent Discovery and Deploy utility are
included.

What is Deploy?
The NetSupport DNA Agent Discovery and Deploy utility
provides network administrators with the facility to install the
NetSupport DNA Agent on multiple computers without the
need to visit the machines individually.

The Discovery and Deploy tool can be accessed from the

Tools tab in the NetSupport DNA Console.

Within the NetSupport DNA Agent Discovery and Deploy

utility, you have the ability to deploy the NetSupport DNA
Agent using an IP address range, the existing Windows
network or Active Directory. All of these methods allow you to
pick and choose which computers you want to deploy to.

The NetSupport DNA Agent Discovery and Deploy utility can

be used to deploy the NetSupport DNA Agent to computers
running the following operating systems:

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• Windows XP
• Windows 2003
• Windows Vista
• Windows Server 2008\2008r2
• Windows 7
• Windows 8/8.1
• Windows Server 2012
• Windows 10

Note: Due to operating system limitations, the NetSupport

DNA Discovery and Deploy utility does not work with
Windows XP Home, Windows Vista Home Premium or
Windows 7 Starter/Home edition.

How does NetSupport DNA Deploy work?

Once the Deploy options have been configured, the
NetSupport DNA Agent Discovery and Deploy utility works by
connecting to the target computer using File and Print
Sharing.

This method requires access to the target computer’s Admin$

share and will need to connect as a user with local
administrator access (user details may be requested).

Once authenticated, the NetSupport DNA Agent package files

are copied to the following folder on the remote PC using the
connection to the Admin$ share:

C:\Windows\pcirdist.tmp\

Finally, once the files have been sent to the target PC, the
Agent installer file is executed using the Remote Procedure
Calls (RPC) Service.

What are the requirements?

In order to successfully deploy the NetSupport DNA Agent
component to your target PCs, the following items are
required:

• File and Print Sharing must be enabled on the target PC.

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• The Sharing and Security for local accounts policy must
be set to {Classic} on the target PC.
• The user account used to connect to the target PC must
have local administrator permissions on the target PC.
• Network discovery must be enabled on Windows Vista/7
target PCs.
• UAC Remote Restrictions must be disabled for target PCs
running Windows Vista and Windows 7 in workgroup
environment.

Deploy scenarios
The NetSupport Agent Discovery and Deploy tool can be used
to deploy to machines in both domain and workgroup
environments.

See below for information on how to implement NetSupport

DNA Discovery and Deploy in each of these environments:

Domain environment
When using the NetSupport DNA Discovery and Deploy utility
within a domain environment, Windows Group Policy settings
can be used to configure the target PCs with the required
settings (detailed above) to permit the deployment of the
NetSupport DNA Agent to these PCs.

Network Discovery
In order for domain PCs running Windows 7 and Vista to
appear in the Windows Networking view of the NetSupport
DNA Agent Discovery and Deploy tool, the Network Discovery
setting will need to be enabled on the target PCs.

The Network Discovery setting can be enabled by applying

the Windows Group Policy setting to the domain PCs:

1. Open the Group Policy Management Microsoft tool.

2. Either create a new Group Policy Object or select an
existing Group Policy Object that will be applied to the
required target PCs.
3. Select to edit your chosen Group Policy Object.
4. The Group Policy Management Editor will open.

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5. Navigate to the following location:
Computer Configuration – Policies – Windows Settings –
Security Settings – Windows Firewall with Advanced
Security – Inbound Rules
6. From the Actions menu choose New Rule.
7. For the first Rule type, click the Pre-defined option and
select {Network Discovery} from the drop down menu
and click Next.
8. Select Next on the Pre-defined Rules step.
9. The Action step will then appear – select the Allow the
Connection option.
10. Click Finish.

The next time the domain PCs are restarted or the Group
Policy refreshes on the PCs, the Network Discovery option will
be added to the Windows Firewall. This will allow the PCs to
be seen within the Windows Network view of the NetSupport
DNA Agent Discovery and Deploy tool.

File and Print Sharing

To allow the NetSupport DNA Agent Discovery and Deploy
tool to connect to the target PC’s Admin$ share to transfer
the NetSupport DNA Agent installer files, file and print sharing
access will need to be enabled on the target PCs.

This setting can be enabled centrally by applying the below

Windows Group Policy setting to the domain PCs:

1. Open the Group Policy Management Microsoft tool.

2. Either create a new Group Policy Object or select an
existing Group Policy Object that will be applied to the
required target PCs.
3. Select to edit your chosen Group Policy Object.
4. The Group Policy Management Editor will open.
5. Navigate to the following location:
Computer Configuration – Policies – Administrative
Templates – Network – Network Connections – Windows
firewall – Domain Profiles
6. Select the following Policy from the above location:

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 Windows Firewall: Allow inbound file and printer sharing
exception.
7. Set the above Policy to Enabled.

The next time the domain PCs are restarted or the Group
Policy refreshes on the PCs, it will be possible to access the
Admin$ share for these PCs.

Workgroup environment
When using the NetSupport DNA Discovery and Deploy utility
in a workgroup environment, ensure that the target PCs have
been correctly configured with the items highlighted in the
“What are the requirements?” section above.

Within a workgroup environment these configurations will

need to be made locally on the target PC:

Network Discovery
In order for PCs in a workgroup running Windows 7 and Vista
to appear in the Windows Networking view of the NetSupport
DNA Agent Discovery and Deploy tool, the Network Discovery
setting will need to be enabled on each of the target PCs.

Windows 7 and Vista:

1. Log on with local administrator rights to the target PC.
2. Access the Control Panel.
3. Open the network and sharing Center.
4. Choose the Advanced Sharing settings.
5. Ensure that under your network profile the Network
Discovery option is configured to:
{Turn on Network discovery}.
6. Save changes.

File and Print Sharing

In order to deploy the NetSupport DNA Agent to your PCs
within a workgroup environment, you will need to ensure that
file and print sharing is enabled on each of the target PCs.

Windows XP:
1. Right click on {My Network Places}{Properties}.

45
2. Right click on {Local Area Connection}.
3. Select {Properties}.
4. From the {General tab} select the {File and Print Sharing
for Microsoft Network} option.
5. Click OK.

Windows 7 and Vista:

1. Click Start, then Control Panel.
2. Select Windows Firewall.
3. Choose the option Allow a program or feature
through Windows Firewall.
4. Select the option to allow File and Printer Sharing and
the associated exception (Private and Public). Click OK
to save the changes.

Sharing and Security Model

In order to use the NetSupport DNA Discovery and Deploy
utility to remotely access the PCs within a workgroup using an
administrator account, the sharing and security local policy
will need to be configured to Classic mode on each of the
target PCs.

Windows XP Professional, Windows 7 and Vista:

1. In Administrative Tools select Local Security Policy.
2. Select {Security Settings}{Local Policies}{Security
Options}.
3. Select {Network access: Sharing and security model for
local accounts}.
4. Alter the setting for this policy to {Classic - local users
authenticate as themselves}.

UAC Remote Restrictions

For Windows 7 or Vista machines within a workgroup
environment, you may need to disable UAC remote
restrictions on these target PCs following the steps below:

1. Click Start, click Run, type regedit and then press

Enter.
2. Locate and then click the following registry subkey:

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 HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\
CurrentVersion\Policies\System
3. If the LocalAccountTokenFilterPolicy registry entry does
not exist, follow these steps:
a. On the Edit menu, select New, and then click
DWORD Value.
b. Type LocalAccountTokenFilterPolicy, and then
press Enter.
c. Right click LocalAccountTokenFilterPolicy, and then
click Modify.
d. In the Value data box, type 1, and then click OK.
4. Exit the Registry Editor.

Common Errors
Symptom
The following error message may be displayed when
attempting to deploy the NetSupport DNA Agent to a PC:

FAILED to get platform information (53)

- If Windows 95/98/ME system verify File Sharing &
Remote Administration is enabled.
- If Windows NT/2000/XP system verify File Sharing is
enabled and Server service is running.
- If Windows XP system with SP2 you may need to
amend your Windows Firewall configuration, please
refer to our help file.

Deployment FAILED!

Cause
The reason for the above message to appear is due to the
Windows Firewall or third-party firewall application being
enabled with none of the required exceptions configured.

Solution
Ensure that the firewall is configured with the exception to
permit access for file and print sharing as detailed in the
Deploy scenarios in the previous section.

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Symptom
When attempting to deploy the NetSupport DNA Agent to a
target PC, a prompt for a user name and password appears
for the connection to the target PC.

Regardless of the user name and password entered, the

Connect to Computer prompt appears with incorrect password
or unknown user name for [MachineName] message.

Clicking Cancel displays {Deployment Cancelled!} message.

Cause
The reason for the above behaviour is due to the
configuration of the following local policy being set to Guest
Only:

“Network Access: Sharing and Security model for local

accounts”

Solution
In order to resolve the behaviour, the setting for the local
policy needs to be changed from Guest Only to Classic – Local
Users authenticate as themselves. Full details on how to apply
this setting can be found in the Deploy scenarios section of
this document.

Symptom
When attempting to deploy the NetSupport DNA Agent to a
target PC, a prompt for a user name and password appears
for the connection to the target PC.

Clicking OK after entering the username and password

displays:

- Deployment FAILED due to Conflicting Credentials!

Message

Cause
The reason for the above message is that the PC running the
Agent Discovery and Deploy tool already has a connection to
the target PC using a different set of credentials.

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Windows is programmed to reject multiple connections from
the same source if more than one set of credentials is
supplied from that source.

Causes for this could be if you have mapped a drive to the

target PC previously under a different set of credentials.

Solution
In order to resolve the issue, you will need to enter the user
details already used to connect to the PC (these will require
admin rights to the target PC) or, alternatively, you will need
to disconnect any other connections to the target PC that are
using the conflicting set of credentials.

Symptom
The target PC’s machine name is not visible within the
NetSupport DNA Agent Discovery and Deploy tool.

Cause
When using the Discovery and Deploy tool, the information
collected may depend on the location of where the Discovery
and Deploy tool is run in regards to where the target
machines are located.

If the target machines are remote to the machine running the

Discovery and Deploy tool, it may not be possible to resolve
the IP address of the machine to a DNS machine name.
However, even though it may not be able to resolve the host
name, if the Discovery and Deploy tool can still connect to the
target machine, it will be able to deploy the NetSupport DNA
Agent to them.

Solution
The Discovery and Deploy tool uses three primary ways of
retrieving the information from the target machines:

1. DNS - this uses the standard Windows method from the

DNS Server.
2. DNA Agent status - only works if the NetSupport DNA
Agent software is already installed on the machine.
3. NetBIOS test - this will only be available if a single
segment network is in use.

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Symptom
When attempting to deploy the NetSupport DNA Agent to a
target PC, the following error message may appear:

Copying files...
FAILED to copy 'ClientDeploy\dna.ini' (2)
Deployment FAILED!

Cause
Due to the UAC restrictions in force on the machine running
the Discovery and Deploy tool, the deploy process couldn’t
create the dna.ini (and runclientsetup.bat) files in the
NetSupport\NetSupport DNA\Console\ClientDeploy folder.

Solution
In order to resolve the problem, on the PC running the
Discovery and Deploy tool ensure that the logged on user has
full access to the NetSupport\NetSupport
DNA\Console\ClientDeploy folder.

Symptom
When attempting to deploy the NetSupport DNA Agent to a
target PC, the following error message may appear:

Copying files...
- FAILED to copy 'ClientDeploy\pcirisvr.exe' (1224)
Deployment FAILED!

Cause
This message can appear if the Deploy install or uninstall
option from the Discovery and Deploy window has previously
been sent to the machine. Once the pcirisvr.exe PCI remote
install service has been initiated, it is reported as locked/in
use.

Solution
Under these circumstances it is not possible to perform
another deploy to the machine without it first being re-
booted.

Symptom
When attempting to deploy the NetSupport DNA Agent to a
target PC, the following error message may appear:

50
Copying files...
Starting remote installation service…
Deployment FAILED!

Cause
The above error will appear when it is not possible for the
target PC to remotely start the installation service used
during the deployment. This could appear if the account
details specified to connect to the target PCs do not have full
admin permissions.

Solution
In order to check this, confirm whether you can access the
Services list for the target PC. This test is run on the machine
you are deploying from:

1. Right click on My Computer/Computer and select

Manage.
2. Right click on Computer Management and select
Connect to another computer.
3. Select the 'Another computer' tab and enter the target
machine name you are attempting to deploy to and select
OK.
4. This will open the Computer Management pane on the
target machine.
5. Select the Services and Applications section and expand
so the full list is displayed.
6. Once the list is open, select Services and confirm that it
is possible to view the services running on the target
machine.

Note: If you are unable to access the Remote Services on the

destination machine, it indicates that security
permission settings are restricting the remote services
from being started.

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CONTACTING NETSUPPORT

UK & International
www.netsupportsoftware.com
Technical Support: support@netsupportsoftware.com
Sales: sales@netsupportsoftware.com
Safeguarding: safeguarding@netsupportsoftware.com

North America
www.netsupport-inc.com
Technical Support: support@netsupportsoftware.com
Sales: sales@netsupport-inc.com

Canada
www.netsupport-canada.com
Technical Support: support@netsupportsoftware.com
Sales: sales@netsupport-canada.com

Germany, Austria and Switzerland

www.pci-software.de
Technical Support: support@netsupportsoftware.com
Sales: sales@pci-software.de

Japan
www.netsupportjapan.com
Technical Support: support@netsupportsoftware.com
Sales: sales@netsupportjapan.com

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