You require a Netviewer support session for the remote support of your systems.
Reason and Prerequisites
- The Netviewer participant client exists in your front end or server.
- You have Internet access.
Solution
Setting up the Netviewer connection is divided into three parts:
Downloading and executing the Netviewer participant client
Maintaining the system data in the SAP Support Portal on SAP Service Marketplace.
Setting up the service in the SAP Support Portal on SAP Service Marketplace and opening the service connection
Downloading and executing the Netviewer participant client
To participate in a Netviewer session in the case of a remote support, you require the Netviewer participant client.
You can download this client free of charge at:
http://www.netviewer.com/sap-ags/
Here you can select 2 different clients:
- Netviewer one2meet client WITHOUT SAP-Router Support and
- Netviewer one2meet client WITH SAP-Router Support.
For the Netviewer one2meet client without SAP-Router Support, you require Internet access. It is sufficient to have access to SAP's Netviewer servers (155.56.90.102 and 155.56.90.103) via TCP port 80, but for better performance we suggest to also allow access to SAP's Netviewer servers via TCP ports 443 and 2000.
Note that this support is not executed using the previously used SAProuter connections of SAP, but that this is a pure Internet connection.
For the Netviewer one2meet client with SAP-Router Support, you require a SAProuter connection.
As soon as you execute this client, a popup will ask for two 'SAP route strings' (one for port 80 and one for port 443).
Both (!) entries should have the following format:
-> Via sapserv1, for customers with IPSEC connections:
/H/<IP of local SAProuter>/S/32XX/H/194.117.106.129/S/3299
-> Via sapserv2, for customers with SNC connections:
/H/<IP of local SAProuter>/S/32XX/H/194.39.131.34/S/3299
-> Via sapserv3, for customers in Europe/Africa:
/H/<IP of local SAProuter>/S/32XX/H/147.204.2.5/S/3299
-> Via sapserv4, for customers in America:
/H/<IP of local SAProuter>/S/32XX/H/204.79.199.2/S/3299
-> Via sapserv5, for customers in Japan:
/H/<IP of local SAProuter>/S/32XX/H/194.39.138.2/S/3299
-> Via sapserv6, for customers in Australia and New Zealand:
/H/<IP of local SAProuter>/S/32XX/H/194.39.139.16/S/3299
-> Via sapserv7, for customers in Singapore and Asia:
/H/<IP of local SAProuter>/S/32XX/H/194.39.134.35/S/3299
NOTE1: /S/32XX ==> 32XX is the TCP port of your local SAProuter (default is 3299)
NOTE2: the current client can not create the required file 'SapRouter.ini', so you have to create this manually in the same directory as the NetViewer client program. The contents of the file 'SapRouter.ini' should look like this:
(for connections via sapserv2, the string is different, see above!)
[HTTP]
RouteString=/H/<IP of local SAProuter>/S/32XX/H/<IP of sapservX>/S/3299
[TCP]
RouteString=/H/<IP of local SAProuter>/S/32XX/H/<IP of sapservX>/S/3299
In case there is a firewall between your local SAProuter-host and NetViewer-Client please ensure that communicatin from the NetViewer-Client to the local SAProuter-host is possible.
Firewall rules might look like this (or similar):
permit tcp <SAProuter-host> <NetViewer-Client> gt 1023 established
permit tcp <NetViewer-Client> <SAProuter-host> eq 3299
Please maintain saprouttab on your local SAProuter-host so that NetViewer-Client is able to communicate to sapservX SAProuter:
P <NetViewer-Client IP> <SAPservX IP> 3299 * # SAProuter connection via port 3299
Setting up the service in the SAP Support Portal on SAP Service Marketplace and opening the service connection.
Creating the service and opening the connection:
- Log on to the SAP Support Portal, alias 'serviceconnection'
(URL: http://service.sap.com/serviceconnection)
- To select the required system, choose the system ID.
Creating a service:
- Choose 'Set up Connection types'.
- Click service 'Netviewer (Full Access)' or service 'Netviewer (Show only)'
- Choose a contact person.
- Copy the selection using the 'Save' button
- Now use 'Back' to navigate back to the view 'Service Connection SID'
NOTE3: in the service 'Netviewer (Show only)', the SAP consultant can only view your desktop. In the service Netviewer (Full Access) the SAP consultant can takeover your session only if you allow this by clicking OK in the popup that is shown as soon as remote control is required.
Opening a connection:
- Use 'Open/Close connections' to display the list of the active services.
- Click the service to open the relevant service connection. Here, you can manually maintain the contact person or select the contact person from the list of registered contact persons.
For questions about setting up the connection or about testing the connection you have set up, open a message under the component XX-SER-NET-HTL.