Using the PROLIN Smart Client

Using the Smart Client

The PROLIN Smart Client is user-friendly and helps improve productivity. This section covers the basics, while further sections of the manual offer deeper insights. Periodic review can reveal additional capabilities of the client.

When Starting the Client Fails

If the Smart Client fails to start, consider the following solutions:

  • “Access denied: incorrect name or password”
    > Ensure the username and password are correct. Re-enter them and try again.

  • “Failed to connect with server. Check that the application server is running.”
    Possible reasons:

    1. No Service Desk server is running on the target server. Contact the system administrator.
    2. The Service Desk server is not currently running. Request the administrator to start it.
    3. Incorrect port number. Depending on configuration, use either:
      • server_name (standard port)
      • server_name:port_number (custom port)
    4. A firewall is blocking the connection. Ask your system administrator to create an exception for PROLIN Smart Client.

Updating the Client

New versions can be downloaded from http://support.prolin.com.
A newer version can be installed over the existing one — no need to uninstall first.

Changing Supported Service Packs

When starting the client, it checks the service pack of the Service Desk server. If unsupported, the configuration screen will appear.

Options: - Click Back to return to the login screen and select a different server. - Click Cancel to exit. - Click Continue to download and install required support files.

Support files are installed only once per service pack. Future connections to the same server will auto-detect and apply them.

If the service pack is unsupported by PROLIN Smart Client, contact PROLIN or your support partner for assistance.

Using the Client Behind a Firewall

The Smart Client requires network access to the Service Desk server. If protected by a firewall, you must either:

  • Allow smc.exe through the firewall
  • Or open the Service Desk communication ports

Default location of smc.exe:
C:\\Program Files\\PROLIN Smart Client\\smc.exe

To add an exception in Windows Firewall:

  1. Log in as administrator.
  2. Open Control Panel → Security Center → Windows Firewall.
  3. Go to the Exceptions tab and click Add Application.
  4. Browse to and select smc.exe, then click Open.
  5. Confirm and close the dialogs.

Note: Because the app stores files in user folders, exceptions must be created per user unless port-based exceptions are used.

Support

The installation website provides updates automatically. Regular updates are delivered.

For assistance, contact your support group or email:
📧 support@prolin.com

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