FAQs

Trial version

What are the differences between the trial version and full version?
None. For the course of the trial period, you can use the trial version with full functionality and features.
How quickly can I get a test version?
You normally get your personal test version within 24 hours during working hours.
Is it possible to turn a test license into a full version license when I buy the software?
Yes, of course we offer this option.

General info

How big are the master and participant module files?
The executable files are very small. You can even send the modules via e-mail, save them on a USB stick or download them from the customer portal.
Can I start the master module from a USB stick or an external hard drive?
Yes, and at no extra cost. You can also start the moderator module straight from the customer portal.
Bandwidth: what internet connection speed do I need for FastViewer?
Theoretically, you can hold a session with a connection speed of 28.8 Kbit/s. For performance reasons, however, we recommend at least a DSL 2000 (2000 Kbit/s) connection.
Language versions: what languages do Instant Meeting and Secure Advisor support?
Our products are available in German and in English, French, Spanish, Dutch, Polish, Italian, Chinese, Japanese, Greek, Russian, Brazilian, Portugese and Turkish.
Which requirements does the session partner need to meet?
One click in the invitation e-mail is all it takes for the session partner to take part in the session. Optionally, session partners can also connect by manually entering the session number. The FastViewer customer module for Windows and Mac OS X is available for free. All your session partners needs to do is run the module to connect with you. To take part in meetings and presentations, you can also use our platform independent web client. To enable access to unattended PCs, client side installation of the remote service is required.
How many participants can I invite to an Instant Meeting?
Instant Meeting lets you connect with up to 100 participants, Secure Advisor enables 1:2 connections.
How many remote systems can I manage with Secure Advisor?
There is no limit to the number of remote clients you can manage.
Is my data encrypted?
Yes. We secure your data with 256-bit AES encryption. The Advanced Encryption Standard, in short AES, is the result of three years of public evaluation by the US measurement standards laboratory NIST, the National Institute of Standards, which led to the introduction of the so-called Rijndael encryption method as a Federal Information Processing Standard.

Web meetings and video conferences

Can I plan sessions in advance?
The Instant Meeting Planner displays all available resources. You can invite participants directly via e-mail.
Can I e-mail invitations to participants?
Yes. Use the invitation function in the master module. One click is all you need to generate an e-mail with a link to the online meeting.
How do I take part in an online meeting?
You can use all manner of devices to take part in FastViewer sessions – no matter which operating system you use. Our web client can be opened in a browser window. The only requirement is that your browser supports HTML and JavaScript.
Is an app available for iPhone and iPad?
With iFastViewer you can easily take part in FastViewer sessions using your iPhone, iPod touch or iPad. That way, you can stay posted even when you're on the go.
How can I highlight specific areas on my monitor?
The FastViewer whiteboard is the perfect tool for optimising cooperation between session participants. In many offices, whiteboards are an indispensable way of visualising ideas and concepts. FastViewer now brings the whiteboard to all participants' desktops. And, of course, in true FastViewer speed and performance.

Settings and updates

How do I change the language?
FastViewer sets the language automatically to suit the operating system language.
What do I need to install to use FastViewer?
You can use Instant Meeting and Secure Advisor without prior installation. A service is only installed on the client side for support using Secure Advisor. The master then accesses the service.

Security

What happens with data that passes through your server systems?
The data is not recorded or processed in any way. As agreed with the partners, all data is encrypted using a 256-bit AES key to prevent reproducing data on servers. This technology can also be outsourced to your own server infrastructure.
Can you verify the solution is secure?
We are the first solution provider in the desktop sharing segment to receive TÜV Süd certification. In compliance with PPP 13011:2004 (data privacy), this certification confirms that our solution is fully secure.
What format are the session recordings?
You can record sessions as .exe files. The player is included in the software package. The recordings cannot be manipulated and are therefore revision-proof.

Prices and licenses

How much does telephone conferencing cost?
We currently offer a landline fee dial-in number for Germany, Austria and Switzerland.
How many PCs can be supported with Secure Advisor?
In sequence, as many as you want. Simultaneously, that depends on the license coverage (number of parallel sessions).
How much extra do additional features cost?
All of the features listed in the individual editions are included in the price.
Is the license bound to a single workplace?
You can use our products at any workplace you please; our licenses are not bound to a specific workplace.
How do you license access to remote computers?
With Secure Advisor you can provide support for any number of remote PCs with one client. Your license can be extended to include as many additional clients as you need. Per client, you can support any number of remote PCs in sequence; at any one time, however, only one remote PC.
How is FastViewer Secure Advisor licensed?
With Secure Advisor you can connect with one or a maximum of two other PCs. There are limits to the use frequency. If you want other emplyoees to be able to connect at the same time, you need the right number of channels. You can rent Secure Advisor on a monthly basis or purchase it with a full or student license. You can also use it as Software as a Service, SaaS for short.
How is FastViewer Instant Meeting licensed?
With Instant Meeting you can hold meetings with up to 100 participants. If you wish to hold several meetings simultaneously in your company, you need the right number of parallel channels. Available on a monthly rental basis, as a one-time purchase or as SaaS.
Can I withdraw from the contract?
Yes, within 14 days.
What happens when I cancel my software support and maintenance contract?
By canceling the FastViewer software support and maintenance contract you pass on the latest versions of the FastViewer solutions. Upgrades and updates as well as the prefered support-hotline service are no longer available.

Technology

Is FastViewer fully Windows Vista/7 compatible?
In rare cases when using FastViewer with Windows Vista/7, it has happened that the servers were connected and image broadcasting would freeze when executing administrative tasks. The reason for this issue lies in the user account controls. There is, however, the option to launch FastViewer on Vista/7 with increased privileges.
Our customer is behind a firewall and their computer has no public IP address. Can FastViewer connect nevertheless?
If your customer can surf on the internet with their browser without restriction, FastViewer can connect to their computer. Since all communication uses the HTTP protocol (port 80), the firewall is no barrier for FastViewer.
Does FastViewer also work with proxy servers?
In general, the same applies to proxy servers as to firewalls. If a participant can surf without restriction, desktop sharing and remote support are no issue. FastViewer automatically detects the proxy settings in the browser.
What settings do I need to make if I have a proxy server?
FastViewer automatically reads the proxy settings from each browser defined as a standard browser.
Can FastViewer connect ports on the opposite side?
When you use FastViewer connection technology you can connect all the TCP ports you need! With our Portmapper you can map as many ports on the opposite side to local ports as you like, e.g. for analysing remote SQL Server with local database tools, configuring telephone systems, programming SPS or mapping printer servers in remote networks.
Why does data pass through your servers?
In many cases, at least one of your session partners will be working from behind a firewall, making connections only possible with the help of so-called "tunneling". The FastViewer server, which can be reached from both sides without restrictions, provides the required tunnel functionality.
What are the benefits if we have an own server solution in our company?
An own server solution makes you independent, you can use FastViewer (if required) exclusively on your internal LAN and performance is also improved. Your own server solution and all of the related modules run independently of FastViewer communications servers.
What happens when one of your servers fails?
Our servers are located in high-security computing centres – with round-the-clock support. In the Interxion Center in Austria, the Nexellent Center in Switzerland, in the 1&1 Center in Germany and in the HostingSystems Center in England. This server infrastructure ensures almost 100% availability.
Why does FastViewer partially use TCP port 5000?
As standard, a connection is established from TCP port 5000 to outside. Should this not be possible, we automatically use port 80 or the proxy server. If communication is possible via port 5000, we can avoid the HTTP overhead and offer you a quicker connection than with HTTP (port 80).

Service & support

We have individual requirements that your products currently do not cover. Could you help us?
FastViewer is an own development by FastViewer GmbH. We have all the possibilities to meet your individual requirements. Together with you, we can analyse what you need and make you an offer.
When and where is your support available and how much does it cost?
You get direct support from the manufacturer from FastViewer. Our hotline is available Monday to Friday, from 8 a.m. until 5 p.m. via +49 9181 509 56 28. We do, however, have a very fair offer to make you. For software support and maintenance services, including all updates and upgrades, we charge for a software support and maintenance agreement, which contains everything you need.
Why do you recommend the software maintenance and support contract?
With our maintenance and support contract we guarantee the worldwide availability of the high secure FastViewer server infrastructur, the prefered support- and hotline-/information service and the deployment of the latest updates and upgrades.
How can I fill up the hourly license contingent?
Easy - in your personal customer portal.