How to Request Remote Assistance

If requested during normal business hours, CTI can access your computer over the Internet to provide remote troubleshooting assistance for the CTI Navigator program as described below.

Click here (or enter http://ctimls.com/WinVnc4.exe in your Internet browser's Address box)
Save the winvnc4.exe file to your Desktop
If you are running Windows Vista, right-click on WinVnc4.exe on the desktop, select "Run as Administrator", click Run, and then click Allow (see also note 2 below)
For Windows XP/2000/ME/98, Open or Run the WinVnc4.exe file (or double-click the Vnc icon on your desktop if not prompted to run or open the file)
Minimize the black screen (do not close it)
Right-click the small Vnc icon in the Windows system tray in the lower right corner of your screen (near the clock)
Click "Add New Client"
Call CTI Tech Support (800-533-1031 between 8 am to 6 pm M-F) to request that a technician open a virtual network connection for remote assistance. Please identify yourself, your call-back phone number, the name of your MLS, and what the problem or error is that needs to be investigated.
In the Viewer box type ctinav.com and click OK.

Running the VNC viewer will activate a connection to CTI technical support whereby they can temporarily connect to your computer over the internet. A CTI technician must be monitoring this connection. Everything we do will display on your computer screen.

To close the remote connection, right-click on the small Vnc icon in the system tray and click Close VNC Server. CTI cannot remotely connect to your computer unless you run the WinVnc4.exe program (as described above). If you do not expect to need further remote technical support from CTI, you can remove the VNC program from your computer by right-clicking on the desktop VNC icon and selecting Delete.

Note 1: If you are running a Firewall and the virtual network connection fails, you should add Winvnc4.exe to the Firewall Exceptions, Permit, or Allow list.

If you are using the Windows XP Firewall, open the Windows Control Panel > select Windows Firewall > Exceptions tab > Add Program button > Browse button > change “Look in” to DESKTOP > double-click on WinVnc4.exe.

If you are using the Windows Firewall in Vista, open the Windows Control Panel > select Windows Firewall > select "Allow another program through Windows Firewall" > click the Add Program button > Browse to the Desktop > double-click on WinVnc4 > verify WinVnc4 is highlighted and click OK > OK > close the Control Panel.

If you cannot successfully configure your firewall to allow WinVnc4 to run over the Internet, it may be necessary to temporarily disable the firewall to allow a virtual network connection.

Note 2: If you are running Windows Vista, you may need to temporarily disable User Account Control (UAC). To disable UAC, follow the instructions in the related article, "Configure Security Settings in Windows XP and Vista."

Note 3: Disclaimer of Warranty. All services are provided under the terms and conditions of CTI's license agreement accompanying CTI Navigator. Assistance in any form is provided only as a convenience to licensed users of CTI products. Problems and solutions may depend on the nature of your system environment and other parameters that are unknown to CTI. By requesting assistance, user agrees that actions and solutions described, suggested or implemented by CTI staff are entirely at the user's own risk and are provided without warranties of any kind. Under no circumstances, including negligence, shall CTI or any of its employees be liable for any direct, indirect, incidental, special, punitive, consequential or other damages, loss, cost or liability whatsoever that result from or are related to use of technical support provided by CTI.

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To return to CTI's on-line menu of Help & Tutorials for CTI Navigator, click here or use the back arrow at the top of your Internet browser. To go directly to CTI's menu of Error Fixes, click here.

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