Content Comparison

Subject

End user or customer forgot the password for their Agent-IC or Station-IC connection.

Description/Additional Context

Due to security and privacy reasons, Clear-Com Technical support is unable to see the individual usernames and passwords of a virtual client.

Solution

Clear-Com Technical Support is not allowed to access an Gen-IC instance without prior approval from a customer or partner. This is done for privacy and security reasons. To give Clear-Com Support access to your instance, you will need to use one of the following two options:

1. Do a remote session with the user’s computer using something like TeamViewer or RemotePC

2. Give the Clear-Com Technical Support Engineer access by adding them as a Workspace Admin

Even with access to the GENGen-IC Instance Clear-Com Tech Support will not be able to see the Endpoint User passwords. These will have been created and issued by the Workspace Owner. Clear-Com Tech Support are not allowed to change these. To get a reminder of the password or to get a new password issued Endpoint Users should contact the Workspace Owner responsible for their GENGen-IC instance.

To give access as a Workspace Admin, follow this link.