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Central IT Services

This book contains a number of help articles for some of the services that we offer including email, web, FTP and computer support contracts.


1.1. iVMS-4500 Configuration

iVMS-4500 Configuration

1. Download the iVMS-4500 App from either the App Store or Google play on your Apple or Android device. 

2. Once the app has been downloaded open it. You will be greeted with a page similar to the one in the image below. Simply tap on the white circle on the left hand side to reveal the applications menu. 

3. Click on the devices menu.

4. Tap the Plus button on the top righthand side and then select the Manual Adding option.

5. Using the connection details provided to you by one of our technical team, please fill out the device details in the order shown. Once these have been entered simply click on the floppy disk image on the top right to save and apply the settings.  

            NOTE: Please ensure that Register Mode is set to Ip/Domain

6. Click Start Live View at the bottom of the screen to start the connection.



2. Using Email on your Computer

2.1. Central IT Email Server Address Details

Please use the following details when setting up email account.

ActiveSync or Microsoft Exchange


Using port 80 or 82. Secure connection on port 443.

POP & IMAP Incoming Mail Server Address


POP3 port 110. Secure POP3 995. IMAP Port 143. Secure IMAP 993.

SMTP Outgoing Mail Server Address


Port 25 or 2525. Secure SMTP uses 465. SMTP Submission uses 587.

Our servers support all standard ports and authentication methods.

2.2. Configuring a Microsoft Exchange Internet account on Mac OS X

Adding an Exchange Internet account

  1. In System Preferences, select Internet Accounts.

  2. In the right window pane, select Exchange.

  3. Type your email address and password.

  4. Verify the information and click Continue.

  5. Select the applications you want to configure and click Done.


Exchange account limitations

  • Public and shared folders are not synchronized in Mail. You can use IMAP or Kerio Connect Client.

  • Public and shared calendars (without Delegation) are not synchronized in Calendar. You can use CalDAV or Kerio Connect Client.

  • Public and shared contacts are not synchronized in Contacts. The Global Address List can be queried. You can use CardDAV or Kerio Connect Client.

  • You cannot move or create folders within specially designated folders (e.g Inbox, Drafts, Sent, Trash, Junk)

  • Only one reminder can be synchronized with an event.

2.3. Kerio Connect Account Assistant

About Kerio Connect Account Assistant

Kerio Connect Account Assistant is a single autoconfig tool which enables one-time auto-configuration of the following applications:

  • Apple Mail & Notes (secure IMAP, SMTP Submission)

  • Apple Calendar & Reminders (CalDAV)

  • Apple Contacts (CardDAV)

  • Apple Messages (XMPP)

  • Microsoft Outlook for Mac (Exchange Web Services)

  • Microsoft Entourage (WebDAV)

Using Kerio Connect Account Assistant

Kerio Connect Account Assistant is unique for each user. Download it from your own integration page.

  1. Open the Mac integration page (e.g. http://mail.feelmorelaw.com/integration). Ask us for the correct address if you haven't been provided with one.

    You can also click your name in Kerio Connect Client and select Integration with Mac.

  2. Click on Set up my Mac and download Kerio Connect Account Assistant to your computer.

  3. Once the download finishes, the installation program gets started — confirm installation and run it.

  4. Select which products installed on your computer to configure (you can configure any of them later) and click Continue.

  5. Enter your Kerio Connect Client password and click Continue.

    Now the configuration application verifies your identity and server connection.

  6. Click Configure to run the configuration of the selected applications.

Now the configured applications are available and ready.

2.4. Setting up the Kerio connector on Windows

About Kerio Outlook Connector

Kerio Outlook Connector (Offline Edition) is a Microsoft Outlook extension that you can use to manage your Kerio Connect email, events, contacts, and tasks in Microsoft Outlook.

The Offline Edition synchronizes all changes with Kerio Connect once you reconnect.

Downloading Kerio Outlook Connector (Offline Edition)


To download the installation package, follow these steps:

  1. Open the Integration with Windows page in your browser:

    • on the Kerio Connect client login page, click on the Integration with Windows link, or

    • click your name in Kerio Connect client and select Integration with Windows.


      3. Click on Download Kerio Outlook Connector.

Installing Kerio Outlook Connector (Offline Edition)

Before you install Kerio Outlook Connector (Offline Edition), install and run at least once the MS Outlook application.

A standard installation wizard is used to install Kerio Outlook Connector (Offline Edition).

Upgrading Microsoft Outlook

When you upgrade or downgrade MS Outlook, you must reinstall Kerio Outlook Connector manually.

2.5. Apple Mail 3 (OS X 10.5)


This article describes how to configure email accounts in Mail in Mac OS X 10.5. The exact steps to take depend on the email service you use.

Manually configuring Mail

  1. Open Mail (click it on the Dock or open it from the Applications folder).
  2. If the "Welcome to Mail" assistant does not appear, choose Add Account from the File menu.
  3. Fill in the Full Name, Email address, and Password fields.

    Note: Your email account password will be stored in Keychain and used automatically to login to your email account when you open Mail.

    descript email

  4. Deselect "Automatically set up account" if it is enabled. Click Continue to proceed.
  5. Choose the proper Account Type. Ordinarily, we suggest that you choose POP.
  6. Give your account a useful description, such as "Anne's company account" or "Juan's admin account". It can be called whatever you want.
  7. Enter your Incoming Mail Server, User Name and Password. Note: The incoming mail server if your using Central IT's mail service is mail.centralit-hosting.co.uk
  8. The username is your email address. We should already have provided you with a password for the account.
  9. Click Continue to proceed.
  10. addaccount
  11. For the Outgoing Mail Server, a useful description such as "My Outgoing Mail Server" or "Central IT Outgoing Mail Server".
  12. Enter the Outgoing Mail Server details. You can set this to mail.centralit-hosting.co.uk
  13. Select "Use Authentication" and enter your User Name and Password. Your username is your email address. The password is the same as the one used for your incoming mail server.Click Continue to proceed.
  14. mailsmpt
  15. If prompted, enter your Outgoing Mail Security settings. Authentication should be set to 'Password.' Click Continue to proceed.
  16. Verify your settings in the Account Summary. Check "Take account online". Click "Create" to complete the process.
  17. Finally, it's strongly recommended that you do the following: Go to the Mail menu, then preferences, select the account which you have just created and then select the advanced button. Check the remove copy from the server after retrieving a message option and then select after one week from the tab below. Save the changes when you close down the prefer preferences window.
  18. deletemessagefromsvr

2.6. Apple Mail 4 (Edit Current Settings)


This article describes how to edit an existing email account in Apple Mail 4 in Mac OS X 10.6. The exact steps to take depend on the email service you use.

Changing your incoming and outgoing mail servers

1. Open Mail (click it on the Dock or open it from the Applications folder).

2. Go to the Mail menu at the top of the screen. It's on the left next to the Apple menu.

3. Select 'Preferences' and then 'Accounts.' Select your account on the left hand side under 'Accounts.'

4. To change the incoming mail server or sometimes it's referred to as POP server, edit the 'Incoming Mail Server' field on the right side of the window. Please note: mail.centralit.co.uk is only an example. If Central IT provides your company with email services, then your incoming mail server will be mail.centralit-hosting.co.uk

5. To change your outgoing mail server or sometimes it's referred to as SMTP server, click on the 'Outgoing Mail Server' tab at the bottom of the window. Select 'Edit SMTP Server List.' Select the correct outgoing mail server from the list at the top of the window. Under 'Account information' change the desired field for Description (which is normally the same as 'Server Name') and 'Server Name.' Please note: mail.centralit.co.uk is only an example. If Central IT provides your company with email services, then your outgoing mail server will mail.centralit-hosting.co.uk

Click on the 'Advanced button' for entering default port numbers and authentication settings.

6. Once you're happy with your settings click on 'OK' and then close the 'Accounts' window. If you are asked to save changes then click on 'Save.'

2.7. Adding a new POP or IMAP account (Apple Mail 9)

Set up Mail

If you haven't already set up your email account, you're prompted to set it up when you first open Mail.

Choose 'Add Other Mail Account', then click Continue.

Enter your name, email address, and email password, then click Create. 

If necessary, Mail might ask you for additional settings.

Ensure your email address is correct. Enter your username and password. For the account type select either IMAP or POP. If you're not sure which type of account you require, then please ask a member of our technical support team. Finally enter the Incoming and Outgoing Mail Server addresses. Again, if you're unsure what these are, then please get in touch with us.

Once you have clicked on 'Sign In', you'll be required to select that Apps that you would prefer to use with this account. Click 'Done'. You will be returned to the Accounts list. You may now add other accounts if necessary.

NOTE: We strongly advise that when setting up a POP account that you ensure that Apple Mail removes messages from the server once they have been downloaded onto your computer. To set this up, do the following:

Click on your newly created email account. Select the advanced tab. Select 'Remove copy from server after retrieving a message'. Select 'After one day' or 'Immediately'.

2.8. Microsoft Outlook 2003 (Edit Current Settings)


This article describes how to edit an existing email account in Microsoft Outlook 2003 in Windows XP. The exact steps to take depend on the email service you use.

1. Open Microsoft Outlook 2003

2. In Microsoft Outlook, from the Tools menu, select E-Mail Accounts.

Then select 'view or change existing e-mail accounts' from the wizard window.

3. Double click on the email account you want to change.

4. To change the incoming mail server or sometimes it's referred to as POP server, edit the 'Incoming mail server (POP3)' field under 'Server Information.' Please note: pop.secureserver.net is only an example. If Central IT provides your company with email services, then your incoming mail server will be your own domain address such as mail.example.co.uk or com.

5. To change the outgoing mail server or sometimes it's referred to as SMTP server, edit the 'Outgoing mail server (SMTP)' field under 'Server Information.' Please note: smtpout.secureserver.net is only an example. If Central IT provides your company with email services, then your incoming mail server will be your own domain address such as mail.example.co.uk or com.

Click on the 'more settings' button for entering default port numbers and authentication settings. Click OK once done.

6. Click on 'Next' and then 'Finish.'

2.9. Microsoft Entourage 2008 (Edit Current Settings)


This article describes how to edit an existing email account in Microsoft Entourage in Mac OS X 10.6. The exact steps to take depend on the email service you use.

Changing your incoming and outgoing mail servers

1. Open Microsoft Entourage (click on it  from the Dock or open it from the Applications folder).

2. Go to the 'Tools' Menu and select 'Accounts'. Double click the account you wish to edit from the mail section of 'Accounts'.

3. To change the incoming mail server or sometimes it's referred to as POP server, edit the 'POP server' field under the receiving mail section of account settings. Please note: mail.centralit.co.uk is only an example. If Central IT provides your company with email services, then your incoming mail server will be your own domain address such as mail.example.co.uk or com.

4. To change your outgoing mail server or sometimes it's referred to as SMTP server, click on the 'SMTP Server' under the sending mail section of account settings. Please note: mail.centralit.co.uk is only an example. If Central IT provides your company with email services, then your outgoing mail server will be your own domain address such as mail.example.co.uk or com.

Click on the 'Advanced sending options' button for entering default port numbers and authentication settings.

5. Once you're happy with your settings click on 'OK' and then close the 'Accounts' window.

2.10. Microsoft Outlook 2003

This tutorial shows you how to set up Microsoft Outlook 2003® to work with your e-mail account. This tutorial focuses on setting up Microsoft Outlook 2003, but these settings are similar in other versions of Microsoft Outlook. You can set up previous versions of Microsoft Outlook by using the settings in this tutorial.

To Set Up Your E-mail Account in Microsoft Outlook

In Microsoft Outlook, from the E-mail Accounts menu, select Tools.

On the E-mail Accounts wizard window, select Add a new e-mail account, and then click Next.
For your server type, select POP3 or IMAP, and then click Next.
On the Internet E-mail Settings (POP3/IMAP) window, enter your information as follows:
    Your Name
    Your first and last name.
    E-mail Address
    Your email address.
    User Name
    Your email address, again.
    Your email account password.
    Incoming mail server (POP3)
    POP, mail.example.co.uk or IMAP, mail.example.co.uk.
    Where you can see 'example' above, you should use your domain name. If you're unsure what this is, please ask a member of the Central IT help desk.
    Outgoing mail server (SMTP)
On the Internet E-mail Settings window, go to the Outgoing Server tab.
Select My outgoing server (SMTP) requires authentication.
Select Use same settings as my incoming mail server.
Go to the Advanced tab, and then select 'leave a copy of messages on the server' and remove from server after 5 days.
Click OK.

Click Next
Click Finish.
NOTE: As a courtesy, we provide information about how to use certain third-party products, but we do not endorse or directly support third-party products and we are not responsible for the functions or reliability of such products. Outlook 2003® is a registered trademark of Microsoft Corporation in the United States and/or other countries. All rights reserved.

2.11. Error message - WARNING: More than 90% of email storage space used

A standard mailbox on our server can contain up to 5000 messages and has a capacity of 250MB. The mailbox on the server is used to deliver your messages to your computer once they have been received from the sender.

But I've emptied my Inbox, Sent Items and Deleted Items on my computer. Why am I still getting this message?

These limits are imposed on the server mailboxes, not on your computer locally. The message doesn't refer to your Inbox, Sent Items or Deleted Items on your computer

The server mailbox quota is normally quite sufficient but this error will occur if:

(1) Your computer isn't setup to remove the messages from the server once you've downloaded them onto your computer OR if your computer isn't setup to remove them often enough.

(2) You are receiving two many large messages with attachments over a short period of time.

To correct this problem, you will need to remove the messages from the servers mailboxes:

Apple Mail Instructions

Mail menu>preferences>select your account>advanced> click on the 'remove now' button. This will remove the messages from the server.

Microsoft Entourage Instructions

Tools menu>accounts>double click you account>options>uncheck 'Leave a copy of each message on the server.' Click on ok and then click on the send/receive button. Entourage will now remove any messages on the server. Now go back to accounts - Tools menu>accounts>double click your account>options>re-check 'Leave a copy of each message on the server.' Click on ok and close the accounts window.

2.12. Managing Space with On My Computer Folders - Outlook for Mac

To avoid reaching your quota of storage space on your mail service, Macintosh Outlook users can move messages to folders designated as On My Computer within Outlook. This stores them on the Mac's hard drive while still allowing them to be viewed within Outlook on the computer.

  • Items moved to On My Computer folders will not appear in Web Outlook or when accessing your email on a different computer or mobile device, however you can manually move or copy them back if needed.
  • Be sure to back up messages stored on your computer in case Outlook crashes. To do this, include the Microsoft User Data folder within your Documents folder when backing up your Mac.

Instructions below will help you view the On My Computer folders, manually move messages, and set up archiving to automatically move old messages in Outlook 2016 and 2011. A bulk move of information via Exporting and Importing may be preferred if you want to store items from an account that is being disabled.

Viewing On My Computer Folders
Outlook automatically creates a set of default folders labeled On Your Computer. Follow these instructions if you do not see them in the folder list to the left of the Outlook mail window.

  1. With Outlook open, click on the main drop down menu (Outlook in the upper left) and select Preferences.
  2. Select the General icon under the Personal Settings heading.
  3. De-check the options to Group similar folders... and Hide On My Computer folders.

    Outlook General Preferences

    You will now see the On My Computer heading in the left Mail folder pane of Outlook. You may need to scroll down to find them, and click on the triangle to the left of the heading to expand and view subfolders.

    Outlook On My Computer Folders

Outlook New Local Folder If you would like to create folders other than the default ones listed under On My Computer:

  1. Press the control key on your keyboard and click on the Inbox under the On My Computer heading.
  2. Select New Folder from the menu that appears. An Untitled Folder will appear under the Inbox.
  3. Rename the folder if desired, and drag it up to the On My Computer heading to move it from being a subfolder of the Inbox.

Manually Moving Messages
At any time you can move messages from folders on the mail server to On My Computer folders.

  1. In Outlook, click on a message or range of messages from a folder on the mail server to highlight/select.
  2. Click and hold on a selected message, then drag it to the desired folder under the On My Computer heading in the folder list on the left. NOTE: By default, dragging messages will copy instead of moving them so you may still need to delete the messages from the original folder. To skip this step you right-click on a message, select Move and indicate the desired folder on your computer. Alternatively, hold down the 'cmd' (Command) key whilst dragging the messages to the new location. Notice that there's no plus icon next to the mouse pointer which indicates that you are moving the messages rather than copying them.
    The picture below shows 4 selected messages being dragged from the Inbox folder of an account called Columbia 1 to the Inbox folder under On My Computer.
  3. In addition, don't forget that a large number of messages may be in your Sent Items folder, and the Junk Folder. These should also be either moved to 'On My Computer' or deleted.
  4. Finally don't forget to empty your 'Deleted Items' folder as this also counts towards your storage quota.

    Dragging Messages in Outlook


This completes this process. If you want to learn how to automatically archive messages then please read the next section.

Setting Up Archiving Using Rules

Setting up a rule allows you to move messages that fit a certain criteria, such as their age, to another location such as the On My Computer folders.

  1. With Outlook open, select Tools from the uppermost menu, then Rules from the drop down that appears.

    Outlook Tools drop down menu

  2. Click on Exchange under the On My Computer heading in the left column of the window to highlight it, then select the + (plus) sign at the bottom of the window to add a Rule.

    Outlook Rules for Exchange

  3. In the Rule Name field of the next window, type in a description for the rule you are creating. This will appear in the Outlook Rules window (shown above) if you need to review, modify or delete it in the future.

    Outlook Rule to move messages older than 180 days

  4. Set additional criteria for the rule. To have all messages that are older than 180 days (approximately 6 months) moved from your account on the server to your Inbox on the computer, select the following:
    1. In the When a new message arrives: section, change the first drop down to Date Received; the next to Is Greater Than; and type 180 in the days old field.
    2. If you have more than one email account configured in Outlook on your computer, click the + (plus) button to the right of days old to add the next rule condition and set it for Account - is - <name of your CUMC email account>.
    3. In the Do the following: section, select Move Message - Inbox (On My Computer).
      NOTE: if there is another folder on your computer you prefer to use it is ok to select this, just make sure it is labeled (On My Computer). Folders not labeled as such are on the mail server and will still count towards your quota.
    4. If there is an additional row for rule criteria, select the - (minus) button to its right to remove.
  5. Make sure Enabled in the lower left of the window is checked and click the OK button.
  6. Click the red button in the upper right corner of the Rules window to close it and return to your Outlook mail.
  7. Select Messages from Outlook's topmost menu, then Rules - Apply - 180 Day Automatic Archive to run the rule. Depending on how many old messages you have it may take a few minutes to complete the archive.

    Applying the Archive Rule

  8. Archived messages will now appear in the On My Computer folder selected in step 4c above.

2.13. Delay when sending email


Some users may experience a delay when sending emails using the Central IT servers. This can affect anyone that is using a POP or IMAP account and has selected Central IT or their own domain which is hosted by Central IT as their default SMTP server.

Why this can happen

When a computer connects to our server, it is supposed to politely wait for the SMTP greeting - our server says that it is ready to talk. This setting deliberately delays that greeting for up to 30 seconds. If the other server attempts to start talking before then, it is just disconnected. Spammer's software usually doesn't want to waste that much time waiting around, but even if it does, you at least have cut down on how much work they can get done in a day. If every server did this, spammers would be significantly hampered (assuming they were willing to wait).

To summarise: In an effort to deter our server from SPAM abuse our server is deliberately setup to delay any incoming connections up to a period of 30 seconds.

'I know it's only 30 seconds, but it's extremely irritating!'

If you wish to use our servers to send email but find the delay too annoying we can add an exception to our server so that it won't delay messages sent from within your company. To set this up, please contact Central IT. We will require your static permanent IP address assigned to your company by your internet service provider.

Please note that this exception can only be setup for your company premises. We cannot provide this service for home users.

2.14. Ways to Avoid The Email Spam Filter

The larger emailing companies such as GMAIL, Yahoo and AOL have pretty high standards when it comes to receiving email. If there's something in your email which their systems don't like, it'll automatically flag up as a warning. There are technical things which can be done with your own email service such as SPF records and DKIM but you would need your email provider to help you sort this out for you.

There are things that you can do which will help:

Use a normal font size

Fonts that are too big or too small can trigger a Spam filter.   The reason is that many Spammers either try to hide text in an email with tiny font sizes or they use huge font sizes to make an offer.  Use a standard font size  to avoid Spam filters.

Watch your text to image ratio

Spammers often use images to communicate their offer because Spam filters can't read what is in the image.  Spam filters look skeptically upon emails that contain very little text but a large image.

Watch your link to text ratio

Spammers often send emails with little or no text and a link or numerous links.  When marketing with email, links are often a critical part of the email.  We usually need to place a link to the offer or to the content we are sharing with the email list.  However, be sure to include ample HTML text when including links or risk being marked as Spam.

Be careful who you link to

Just as it is important not to link to spammers on your website, it's doubly important not to do so in an email.  Linking to a known spammer is a surefire way to get a bad reputation. This can include also linking to your own social media sites.

Use clean code and proofread your text

Spam filters are keen to some of the more common spam formatting like red text in the body of the email or excessive use of underlining and bolding.

But they are also looking for anything out of the ordinary.  Things like blank lines, words with gaps (spaces) in them and excessive use of the same words can add to your Spam score. Also take care when formulating your subject line too.

All of the above is taken into consideration where your emails are rated the other end. You can ask your client to whitelist so they no longer receive the warning. It's also possible that over time, you'll automatically become a trusted sender. Your short email does include a lost of URL links which probably doesn't help.

3. Using Email and Calendars on your iPhone

3.1. Configuring an Exchange ActiveSync account (Kerio Assistant)

Configuring an Exchange ActiveSync account

Exchange ActiveSync (EAS) is a licensed option. Ask your administrator if your account supports EAS.

  1. In your iPhone browser, type the URL address of Kerio Connect Client.

  2. Tap Integration with device.

  3. Tap Mail, Contacts, Calendars.

  4. Tap Use Exchange ActiveSync instead.

  5. Type your username and password and tap Log In.

  6. On the Install profile page, tap Install.

  7. If your server uses, for example, a self-signed certificate, a warning may appear during the installation. Tap Install anyway.

  8. Tap Done.


Your iPhone is ready. To see additional settings, go to Settings → Mail, Contacts, Calendars, and select the account.

3.2. Synchronizing folders with mobile devices


In Kerio Connect Client, you can select which folders will synchronize to your iCal/CalDAV/CardDAV/Exchange ActiveSync clients.

Selecting folders to synchronize

  1. Click your name in Kerio Connect Client and select Settings.

  2. Go to section Folders to Sync.

  3. Select which folders will synchronize.

    The icon will help you identify the type of each folder (emails, contacts, tasks, notes)

  4. Save.

If you subscribe to shared or public folders, they are also available in the list of folders to synchronize.

If you are a resource reservation manager, you can synchronize resource calendars as well.


If you synchronize your Kerio Connect account via Exchange ActiveSync to an iOS device, the Drafts folder will not synchronize (due to the limitations of Exchange ActiveSync and the iOS device).

3.3. Exchange ActiveSync configuration (manual)

Please note that this configuration will only work if you have a Business Plus or Business Premium Mailbox.


From the home screen, choose "Settings", then "Mail, Contacts, Calendars", then "Add Account..." You will see an Exchange option near the top of the list.



Select this option and you will be asked to provide your email address and Password, and a description of the account.



Here is an example:


After completing all fields and clicking the 'next' option, the device will attempt to locate a server, however this process will not succeed. At this point you will be provided with a similar dialog that now asks for your Server Address, Domain and Username.


Note that the 'Domain' and 'Server' fields say optional it is recommended to fill these in with your domain or server address respectively.

 The domain name is the part of the email address that you find after the @ symbol. Using John.doe@computer.co.uk as an example we would use  computer.co.uk as the Domain name because it falls after the @ symbol. 

 The Username field should be simply your login name - this is the first part of your email address, before the @ symbol. 



Here is an example:

  • Server Address: mymail.cit-services.co.uk
  • Domain: Centralit.co.uk
  • Username: jjarvis


Once the iPhone has confirmed connectivity with the mail server, you will be asked which type of folders to synchronize. By default Mail, Contacts, and Calendars are selected.





3.4. Automatic Configuration (IMAP/CalDAV/CardDAV)

iOS devices, including iPads and iPhones offer a variety of options for synchronizing Email, Contacts, Calendars, Notes, and Reminders with Central IT Mail Servers. The typical configuration is performed automatically through the Kerio Connect Client interface, which installs a profile containing the SSL Certificate, IMAP, CardDAV, and CalDAV accounts.

(1) You will need to go to WebMail on your iPhone by going to http://mymail.cit-services.co.uk and click on the link 'Set up my Phone'

(2) From there you have a few options, select the option 'Mail, Contacts, Calendars'

(3) You will then get a screen that will give you the option to configure your iPhone for an IMAP, CalDAV and CardDAV account. You will need to click 'Continue' to setup your IMAP, CalDAV and CardDAV accounts.

(4) You will then get an option to have a secure connection or unsecured connection configured on your iPhone. We would suggest that the secured connection is the better option to take as it will add a level of security to your data that is being transmitted wirelessly.

(5) You will be prompted for your username and password which you must enter. Your username is your email address.

(6) Your iPhone is now ready to have the profile installed. Click on the 'Install' button and this will start to configure the IMAP, CalDAV and CardDAV accounts on the phone.

(7) You may get a warning about the authenticity of the profile but this is nothing to worry about and you will just need to click 'Install Now'.

(8) If you are using an SSL cert that the iPhone does not agree with, such as a self signed certificate you just select the option 'Continue'.

(9) You will then get the screen below to show the profile finishing installing.

(10) Then the profile is completed and you will click 'Done'. Then your IMAP, CalDAV and CardDAV accounts will be ready to use on your iPhone.

To remove a profile that has been setup with the auto configuration you will need to go to Settings->General->Profiles and remove the Kerio profile.

Please Note: If you have a Business Standard Mailbox then you might be prompted to type in the password for CALDAV and CARDDAV. You must click cancel as this service isn't included with Business Standard Mailboxes. You can remove these accounts by going to Mail, Contacts, Calendars > locate your newly created account with the subheading 'Calendars, Reminders' > slide the Account toggle to off. Click Done. Then do the same with your newly created account with the subheading 'Contacts'. Slide the Account toggle to off. Click Done.

3.5. Setup SMTP Outgoing Mail

If you need to update your Outgoing Server (SMTP) settings at any point after you have set up your email account on your iPhone, this is how you access the Outgoing Server settings. We haven't published any server address or authentication details on here. If they haven't been supplied to you, then please contact Central IT for further assistance.


To get to these settings, click on SETTINGS on your iPhone.


You will see the SETTINGS SCREEN.  Scroll down to MAIL > CONTACTS > CALENDARS, and click on that:




2. Then click on the account you need to update the SMTP settings for.  As it's already established, you just choose it from the list of email accounts you have set up on your iPhone or iPad:



3. You will get to the EMAIL INFORMATION page for that account.  Scroll down to the OUTGOING SERVER 



5. Now you will see a list of OUTGOING SERVERS that have been configured on your iPhone or iPad.  The one that is currently set to be used with this particular email account is at the top and highlighted: Primary Server. So click on that one.

6. Now you will see the settings for that PRIMARY OUTGOING SERVER:


Make sure that:


1. SSL is OFF

2. Authentication is set to "PASSWORD"

3. Outgoing Port is set to "25" or "2525" PLEASE IGNORE THE "587" IN THE PICTURE. Only use "587" if SSL is switched on.



Click "Done"


It will VERIFY these settings.


If it does NOT verify, then something is wrong.


It could be that your password is typed in wrong in this particular area, or did not get saved to this part of the email set up.  So type in the password for your email account again, if you're getting an error, and see if that helps.


It should verify.


Then simply click back to the main settings windows.

3.6. Setting up a POP account


This article describes how to configure a POP email account in Mobile Mail on the iPhone.

Configuring the Mail settings

1. Open settings on the iPhone and then Mail, Contacts, Calendars. Then select Add Account...

2. Click on Other.

3. Click on Add Mail Account

4. You can either select an IMAP account or POP account. In this tutorial, we will only cover setting up a POP account. This type of account retrieves your emails from the server and stores them onto the phone. Select POP and enter your name, email address and a description for your email account.

5. Enter the hostname which is our mail server address. This is: mail.cit-services.co.uk

The user name is your email address. Finally enter your password.

6. The Outgoing Mail Server settings are the same. The Host Name is: mail.cit-services.co.uk

The user name is your email address. Finally enter your password.

7. When you are done. Click on the save button. It may take up to a couple of minutes for the server to verify your settings. If there are no problems, then you will be returned to the accounts screen. Exit settings by clicking on the Home button on the iPhone and go to Mail. Verify that you are able to send and receive email.

If you are unable to connect to the mail server, then you will need to return to the Mail, Contact, Calendar Settings and verify that you have typed in your mail details correctly. If you are confident that the details are correct then please follow the instructions in the next section.

Advanced Settings

If the email account fails to work properly then you may need to check the advanced settings.

1. Scroll all the way down to the bottom your Mail account settings. Under the Outgoing Mail Server heading, click on the SMTP field.

2. Verify the settings under 'Outgoing Mail Server.' The hostname should be: mail.cit-services.co.uk

Turn Use SSL to on. Ensure Authentication is set to 'Password.'

Change the Server Port to '465.' Then click on 'Done.'

3. Click on the left arrow button on the upper left corner of the screen to return to the account setup page. Then click on advanced at the bottom of the page just above the red 'Delete Account' button.

4. Under the Incoming Settings header, turn off Use SSL. Authentication should be set to password.

The server port should be 110. Once your are finished, click on the left arrow button on the upper left corner of the screen to return to the account setup page. Then click 'Done.' Exit the Settings by clicking on the Home button on your iPhone.

Now return to Mobile Mail and test your email account. You should now be able to receive and send email successfully!

This completes the setup.

3.7. Setting up a Calendar

This is how to setup a CalDAV account on the iPhone. This will enable you to access any shared or public calendar on the iPhone with (if you have been granted them) read and write privileges.

Note, using CALDAV is different from simply subscribing to a calendar which only enables read access. This is setup differently and these instructions do not apply.


Add a new account on the iPhone;
Settings > Mail > Contacts, Calendars > Other > CalDav account
Add your Server name, Username and Password.

Important: Remember to add ':82' to the end of the server name. Also make sure that you use your full email address for the username.

This should produce a failure message, select continue.

Go to Advanced Settings.
The Port and Account URL need to be adjusted. You need to know which ports your Kerio MailServer is using for HTTP(S), this can be checked within the Kerio Administration console under Services.

Change the HTTP port to match your Kerio MailServer (80 is default) This is port 82 in our case.
Change the HTTPS port to match your Kerio MailServer (443 is default) This is port 4433 in our case.

You will need to change the account URL as follows;
For these examples I have used the account 'joe@domain.com
with a server address of 'mail.domain.com'
A calendar is shared by 'tom@domain.com'
A resource called 'room101@domain.com'

For your own calendar;

For a shared calendar;

For a resource calendar;

For a Public calendar;

It's likely that the iPhone has already made contact with the server and entered most of the relevant information in the URL section. This means you'll only need to edit the last section of the URL, adjusting it to suit your needs.

4. Web Mail

4.1. How to connect to Webmail

Away from the office? Don't have access to your email client or just don't want to pay for one? With Kerio Connect WebMail by Central IT, you have free and instant access to your email using virtually any web browser on any device. 

To connect to the service, use one of the browsers listed below and type into the address bar:


if you're unsure what your domain name is then you can use the following address:


The full version of Kerio Connect and WebMail supports the following browsers:

Web Browsers

Kerio Connect client

Internet Explorer 8, 9 and 10
Firefox 4 and higher
Safari 5.0 and higher
Google Chrome

Kerio WebMail

Internet Explorer 7, 8, 9 and 10
Firefox 3.6 and higher
Safari 4, 5 and 6
Safari on Apple iPhone & iPad
Google Chrome

Kerio WebMail Mini

Any browser including PDA browsers, such as palmOne Blazer v4.0.

For technical reasons, the full version of Kerio WebMail or Connect Client cannot be run in older versions of the listed browsers or in non-listed browsers. A mini version of the browser is also available for mobile devices such as the Apple iPhone and Blackberry.

4.2. Out of Office

Out of Office message is an automatic reply which is sent from your account when you receive a message.

If you plan to go on holiday, you may want to let your business partners and customers know that you are away. To do so, you can configure an out of office message.

1. Click your name in Kerio Connect client and select 'out of office'.

2. In section Out of Office , check option Send "Out of Office" messages.

3. Write your message.

4. You can specify a time period when this automatic reply will be sent.

5. Save the settings.

Kerio Connect sends the out of office message to each sender only once.


Before enabling the Out of office rule, it is recommended to enable also the Spam rule to make sure that automatic replies are not sent to spammers. If the Spam rule is not enabled, your address will be exposed to spammers who try to send their spam messages to randomly generated addresses and later use those addresses from which they get an answer (so that they are sure the address exists and start to send even larger volumes of spam messages to it).

4.3. Managing your online disk space and messages


If you receive messages with large attachments or have a lot of contacts, you may soon use up the quotas assigned for your account.

You should receive a message from the mail server warning you that more than 90% of your email storage space has been used. If you have exceeded 100% of your email storage space, your computer will no longer receive messages. You should also receive another message from the server stating 'User quota exceeded.' There's no need to panic as the server is still receiving your messages and will store them for up to five days, but will no longer deliver the messages to your computer until the email quota has been reduced.

This article focuses on how to manage your online disk space and message count using the online webmail service.

How to display your online account quotas

First you must login to the Kerio Connect Webmail service. If you don't know how to do this then please click here.

If you wish to see how much space you use:

1. Click on your name in Kerio Connect client and select Settings.

2. Go to section My Quota.

3. There you can see how much space your account occupies, how many items you have and what your limitations are.

What to do when the quota is used up

If you reach any of the limits set for your account, you will not be able to receive new messages.

Once you reach 90% of a quota, a warning message will be displayed in the top bar of Kerio Connect client.

To solve this problem, we recommend the following:

-  delete messages in folders Sent  and Trash  (unless you need them)

-  delete any other messages you do not need (especially with large attachments)

-  ask your administrator to turn on automatic items clean-out (which will automatically delete old messages and messages from Trash )

-  ask your administrator to add some space for your account


Remember to remove the messages from the 'Deleted Items' once you have finished deleting your messages.

Don't forget to check the Quota page once you've finished to see the final results.

4.4. How to change your password


To change your email password for your email application. This will affect access for incoming and outgoing mail within your mail application on your computer as well as access to webmail from your browser.

How to change the password from Webmail

It is only possible to change your password using the Webmail service. You cannot perform this task using your email application.

(1) First, log on to your mailbox account by going to https://mymail.cit-services.co.uk or by entering your own Webmail address in the address bar of your web browser.

Note: Please ensure that you enter https:// at the beginning of the address bar. The letter 's' added onto the 'http' section makes the connection secure. You will not be able to change your password without doing this.

Click trust, allow or continue If you are asked to as your browser will want to verify the identity of the website you are about to visit. Type in your computers password when asked to do so.

(2) Click your name in Kerio Connect client and select Settings.

(3) In the Password Change section , type your current and new passwords.

(4) Save your settings.

Remember to change your password settings within your email application on your computer if you use one. If you are using Microsoft Entourage or Apple Mail, you will need to change the password for your incoming mail and outgoing mail servers.

4.5. Forwarding messages to another email address

To forward messages to another email address you will need to setup a filter. This can be done from the Kerio Connect Webmail Site. 

(1) Login into your Webmail service. If you're unsure what this is then either contact support or try http://mymail.centralit-hosting.co.uk.

(2) Once you're logged in, go to the upper right corner of the Kerio Connect window and click on the menu with your name. Then click on settings.

(3) Click on filters from the menu on the left hand side and then select New Filter.

(4) On the new entry line, look for a small button with three dots.

The button will look like this (above).

(5) In the first box, enter a description. The drop tab should remain on 'Any'.

(6) To forward ALL messages then select 'All messages' from the second drop down menu.

(7) Under the 'Perform the following actions' header, select 'Forward to' and then type in the email address which your emails will be forwarded to in the field on the right.

(8) This is important: If you want to retain a copy of each message then click on the '+' button on the right to add a second action. Then select 'Keep in INBOX'.

If you don't do this, then your messages will be delivered to the forwarding address and you will not retain a copy.

Here is an example of forwarding all messages to another address and retaining a copy within your own inbox.

For further information on how to use filters please contact Central IT.




4.6. Kerio Connect User Guide

We are pleased to provide the full user guide for the Kerio Connect Webmail service. The link can be found to the righthand side of this page. For further assistance please contact Central IT on 01530 272727.

5. Support Contracts

5.1. Support Services Guide


Why Choose Support Services from Central IT?

In Today's "always on" world, taking a wait-and-see approach regarding support just doesn't work any more. Your staff should be able to concentrate on servicing your business and your customers, instead of your IT equipment. You shouldn't have to worry about the consequences of hardware failure or software corruption. And downtime of just about any duration can have a serious and negative impact on your business – especially if your business relies on mission critical client and server applications. Purchasing the appropriate level of support from Central IT can minimize the impact.

The Right Time: Purchasing the right programme upfront means your covered from day one. While budgets are always a priority, purchasing a product without adequate support rarely, if ever, saves money. In addition, your business will always be up-to-date with direct access to the latest product upgrades and advice from Central IT.

The Right People: Because Central IT is a leader in both the Apple and Microsoft support field. We only employ Apple and Microsoft Certified Engineers. Central IT provides contract customers with access to the top-level people within the industry. These are people who "think Apple" every single day - concentrating on what they do best so you can concentrate on what you do best.

The Right Programme: Whether you are a small, medium or large organization, Central IT has the right programme to fit your business needs. Depending on your specific needs, four levels of support are available. Our two essential service programmes are designed to give you flexibility over budget, and are designed to solve problems as they occur. Our two premium service programmes add priority, with extended backup, minimum downtime, while taking preventative measures to solve problems before they occur.

Support Services from Central IT offers four levels of service to meet the needs of your organization - Bronze, Silver, Gold and Platinum. Each programme is based on the types of services and the level of support you need. Choosing a higher level of support means that more services are available to you. At the Gold level and up, you'll find a substantial increase in service, personal support and proactive Services.

Essential Services

- Entry: At just £50 per user (per year), this is a fantastic inexpensive way of receiving support based upon the number of users within your company. All issues are addressed either by telephone, remote or email support - and it's completely unlimited! You will be provided with access to our helpdesk web service and our really useful knowledge base articles.

- Bronze: For a small additional charge each year, you'll receive unlimited access to our Service Centre in Leicester, our loan equipment service, priority access to 2nd and 3rd line support technicians and a special 20% discount on all chargeable work and site visits.

Premium Services

- Silver: You'll receive unlimited onsite support with a next day response if we're unable to resolve your issue remotely. No labour charges are incurred. We've extended the standard support hours for our Premium plans so you'll now be able to reach us from 8am to 6pm daily. You will also benefit by an annual maintenance visit to ensure that everything is working just the way it's supposed to be!

- Gold: The most comprehensive Service Level Agreement that we offer! This service plan includes hardware cover (replacement of defective parts), our in-house data recovery service, access to our out-of-hours emergency facility and our remote management service which monitors your workstations 24/7 and alerts us to any potential problems with your hardware or operating systems.

To learn more please download one of the attached articles. It would be great to hear from you! Please call us on 01530 272727 to discuss your requirements in further detail.


5.2. Maintenance Visits 2017

Maintenance Visits 2017


One of our value added services is to provide a free annual maintenance visit to all of our Silver, Gold and Platinum level customers. We'll aim to visit you annually around six to nine months after your contract renewal date.


During the visit we aim to:


(1) Provide some general maintenance and to identify any issues with your hardware and software.

(2) Carry out version checks to ensure your operating system, security and Antivirus is up-to-date.

(3) Discuss any concerns, recommendations or service requirements.

The visit will ensure the following:

1. Each operating system and it's security components are up-to-date

2. Hardware such as storage and memory are healthy and in good working order

3. Updates to our asset tracking and remote support software

4. Advice and recommendations to improve performance


5. Discuss any concerns, recommendations or service requirements.


Each computer examination takes around 20-25 minutes to complete. Your consultant will recommend the best course of action where further work is required. 


The visit isn't obligatory, but we know by experience that preventative maintenance can save both time, money and loss of data when those minor issues are identified before they become serious. If you would prefer to cancel the visit or defer it, then please let us know as soon as you can by either telephone or email. 


Shortly after your maintenance visit, we will provide a written report which summarises the visit in more detail and will include any recommendations.


If you are not currently benefiting from a Premium Level Service Agreement but would like to arrange a maintenance visit then please don't hesitate to get in touch as this can be arranged for a small charge. Customers with a Bronze Support Plan may also arrange a free maintenance session within our own service centre in Leicester.

5.3. Updating your Operating System

While MacOS Sierra is a free download and arrives as a simple to use installer from the Mac App Store, you'll want to prepare your Mac before jumping into a new release of MacOS.

Below we have outlined some important steps before upgrading your system.

Customers with a support plan with Central IT should bare in mind the following when updating your system:

- Minor updates such as MacOS 10.10.4 to MacOS 10.10.5 are supported by Central IT. We recommend that you contact us first for advice before proceding.
- We support all self-installed applications, drivers and and their respective updates. An example of this is Adobe Creative Cloud or Microsoft Office.
- Major system updates such as MacOS 10.10 (Yosemite) to MacOS 10.11(El Capitan) are NOT supported by Central IT and can potentially void your cover. There may be a charge for correcting issues relating to such an upgrade.

1: Confirm System Requirements Compatibility

Here is a full list of the Macs that will be able to download the upgrade with Sierra:

   MacBook (Late 2009 or later)
   MacBook Air (2010 or later)
   MacBook Pro (2010 or later)
   Mac mini (2010 or later)
   Mac Pro (2010 or later)
   iMac (Late 2009 or later)

Obviously it's disappointing to find out that your Mac isn't compatible, particularly when El Capitan was available to Macs stretching back to 2007. However, this stretch back to support seven-year-old machines is good work by Apple, considering it sometimes drops device support for iOS update long before they reach the ripe old age of seven.

System requirements for OS X El Capitan are quite generous, and if the Mac is capable of running OS X Yosemite then it can also run OS X El Capitan. The minimum hardware list as determined by developer versions is as follows:

    iMac (Mid-2007 or newer)
    MacBook (13-inch Aluminum, Late 2008), (13-inch, Early 2009 or newer)
    MacBook Pro (13-inch, Mid-2009 or newer), (15-inch, Mid / Late 2007 or newer), (17-inch, Late 2007 or newer)
    MacBook Air (Late 2008 or newer)
    Mac Mini (Early 2009 or newer)
    Mac Pro (Early 2008 or newer)
    Xserve (Early 2009)

Those Macs or newer, which all have a Core 2 Duo or better processor, will run OS X El Capitan. You'll also need at least 15GB of disk space available to download the update from the App Store and then install El Capitan, but realistically you should have more than that available for performance reasons.

2: Update Apps & Install Lingering Software Updates

It's always good practice to regularly update your Mac apps, system software, and the other occasional updates that come through to OS X, but many of us ignore these things. Before updating to a major new release of OS X, it's a good idea to update all of this stuff though.

    Head to the  Apple menu and choose "Software Update"
    Install whatever updates are waiting within the Updates tab of the Mac App Store

Software update

As usual, if any core system updates are in there, be sure to back up the Mac before installing them.

3: Perform General System Maintenance

Performing some general system maintenance is always a good idea, so try to make it a habit. We've touched on some easy maintenance tips before, and they still apply here.

If your Mac is low on hard drive space, free up disk space so that you have enough available storage to install the update and be sure that OS X has space to run well (that means plenty of room for caches, virtual memory, your own files and apps, etc).

Also, if you have some old Mac apps that are sitting around collecting dust and never being used, you may want to consider uninstalling them to free up some space and reduce overhead for functions like Software Update.

We would also highly recommend that the hard disk is checked for problems within disk utility (utilities folder) before proceeding with the upgrade.

4: Back Up the Mac

You're almost ready to install Sierra! But before doing so, you absolutely must back up your Mac. This should not be considered optional, without a backup you could lose your stuff if something goes wrong. Don't risk it, just back up your Mac. Time Machine is so easy to use, runs automatically and routinely, and external hard drives are cheap. Seriously, there's no excuse and the risk is not worth it, always have backups.

Time Machine

Remember to start a backup with Time Machine right before you begin the actual installation with Sierra, this insures that if a disaster happens, you can resume to exactly where you were right before the problem happened. Do not skip this!

5: Download Sierra & Install

Checked everything off the list and you're ready to go? Head to the App Store, start the download on your Mac, and update to OS X Sierra, and enjoy!


Remember that to utilize the full feature set in OS X El Capitan, you'll also want the latest version of iOS (iOS 8.1 or newer) on your iPhone, iPad, or iPod touch, this allows for features like Handoff, Continuity, and the ability to make phone calls from your Mac.

5.4. Service and Installation Categories

Within the footer of each support email a field called 'Call Type' lists the category of support applied to the open ticket. A detailed explanation can be found within this article which explains the different call types and any billing implications for customers with a support plan with Central IT.

Support Call; with Service Agreement

This call is covered under the terms of your service agreement. No charges will be applied and you can expect a resolution within the framework of your support agreement.

Support Call; Courtesy

This call isn't covered by your service agreement. At the discretion of the support technician the issue has however, been handled without charge.

Support Call; No Cover

This call is chargeable at our standard billing rate. If you have a current support plan with Central IT this particular issue isn't included as part of your service agreement. We reserve the right to charge for any site visit if you have requested a call out without prior diagnosis.

Please contact us prior to your visit to confirm onsite charges.*

Support Call; Emergency Response

Your call is chargeable at our premium billing rate. We have been asked to attend site on a same-day service. We reserve the right to charge for any site visit if you have requested a call out without prior diagnosis. Same day visits are subject to availability.

Our emergency onsite rate is £145 which includes the first hour onsite and then £76 for each hour thereafter (billed in 15 minute increments).*

Change Request

Your call has been classified as an installation or administration request and will be charged at our standard billing rate.

If you have a support plan with Central IT the following categories are not included:

- Installation of new equipment including migration
- Additional setup work outside the scope of your original installation
- Administrative changes to equipment not purchased from Central IT
- Setup work due to a personnel change
- Setting up or configuring mobile devices including phones and tablets

Please contact us prior to your visit to confirm on-site charges.*


*NOTE: All prices are exclusive of VAT. If you have a support plan with us you are eligible to a 20% discount.

Remote and telephone support is charged at a flat rate of £15+VAT per 20 minutes.

All of our technicians are graded according to experience and expertise therefore pricing may vary.


5.5. Sample Contracts (Service Level Agreement)

For sample copies of our current SLA documents please select and download one of the contract agreements at the bottom of this page.

For further assistance please contact us on 01530 272727 or email contracts@centralit.co.uk quoting your agreement number if you should have one.

6. Remote Support

6.1. DOWNLOAD Remote Support Host Software

Below you will find the link to our remote support software. This version runs permanently as a system service on your computer. When installing the product, please use '123456' as the password and call Central IT immediately once the installer has completed.

Download Here



6.2. How to verify that the remote host software is running

For customers that have a support plan with CIT (UK), a software product is pre-installed and permanently runs in the background to enable our technicians to connect to your computer when required.

You can verify that the remote host software is running by going up to the menu bar items. There should be a small black or blue icon with arrows pointing in opposite directions as shown below.

This is our Teamviewer remote host software icon.

Note: If you cannot see the icon then you will need to start the application - How to launch Teamviewer Host.

STEP 1: To verify that your computer is connected to the internet, click on remote support icon and select 'Show Status Dialog'.

The menu bar items. Yours make look a little different to this.

A dialog box should open and you should see a green light with a 'Ready to connect' message towards the bottom of the window.

If you see a red light then you are not connected to the internet or the service isn't working properly. If this is the case then please contact CIT (UK) on 01530 272727.

STEP 2: Please supply our technician with the 9 or 10 digit number next to the 'Your ID' section of the box.

There's no need to supply the password as our technician will not be required it.

6.3. How to launch Teamviewer Host

To launch Teamviewer Host which is our preinstalled remote support software please do the following:

(1) Click anywhere on the desktop and ensure that you are in the Finder.

(2) Go up to the 'Go' Menu at the top of the screen

(3) Select 'Applications'.

(4) Scroll down to the 'Teamviewer 8' folder and open it.

(5) Double click the Teamviewer Host icon.

The software will now launch and will remain running in the background. You do not need to do anything else.

How to verify that the remote host software is running

6.4. Connecting to a Remote Session (Mac)

Connecting to our remote support service is very simple. Just follow the directions on the screen.

(1) Click on the link to download the remote software.

(2) The software will be downloaded to your downloads folder which is located from the Finder > Go menu > Home > Double click on the Downloads folder.

(3) Double click on the blue icon entitied 'Central IT Remote Support.'

(4) Please tell us 'Your ID' by either replying to your original heldesk message or by clicking here and completing the boxes in step two (see below). We do not require the password.

You can click here and complete the boxes in step two on our website if you are unable to email us.


6.5. Connecting to a Remote Session (Windows)

Connecting t our remote support service is very simple. Just follow the directions on the screen.

Requirements: You must be running Windows® XP, Server 2003, Vista or later.

Our help desk team will email to you a support session link. Click on the link and this will launch a new browser window:

Click on the 'Download Software' button.

A small plugin will be installed onto your computer. This should only take a few seconds but may take longer depending upon the speed of your computer.

Next you will be asked if you want to run or save this file. Click on Run.

You may see a security warning appear asking you if you want to run this software. Click on Run.

Finally the support software will launch and you will be asked to join the session. Click on 'Join Session.'

That's it! Your technician should now be able to control your computer.

6.6. Connecting to a Remote Session (from any web browser)

To connect to our remote support service from any browser you will need to enter the following address into your browsers address bar:


Type in your name and then the support key. The support key will be provided to you by one of our technicians and will only work once. Subsequent connections will require additional keys. Please enter the support key exactly as it's displayed including the dashes.

Press the 'Start Support Session' to begin the setup process. If you require further information please click on the relevant links below for either Macs or PC's.

6.7. How to Uninstall the Advanced Monitoring Agent

You can uninstall the OSX Agent by navigating to /usr/local/rmmagent and executing uninstall.tool.

Note: This will need to be run either as the root user, or by assuming root privileges using the sudo command: sudo ./uninstall.tool

For further information, please consult the Dashboard Help System, under Getting Started > OSX Monitoring Agent Installation > Uninstall the OSX Monitoring Agent

6.8. Requesting help from our installed support software

With our hosted remote support software, you can benefit by retaining a permanent connection to our support team. Our software runs in the background and is on standby in case you require assistance quickly.

Once you have alerted our help desk team and we're aware of your issue, a remote connection can be established within seconds. No further software to download and run. No fuss.

Additionally, we've introduced a new feature within our support software which will allow you to request support right from your desktop! Here's how it works:

On a Mac look up towards the top of your screen near your clock. You'll see an icon which looks like this:

On a PC, it'll be down in your system tray on the bottom right of your screen near your clock.

Click on the icon and select 'Show status dialog'

A window will now appear and on the left hand side you'll see a 'Help Me' button.

Just fill out your name and type your query. Our service technicians will be notified and will respond when available.

Please note that this service should only be used for non emergency enquires. We aim to respond within one working day. if your query is urgent either email our help desk team or call 01530 272727.

To download the software, please click here. When installing the software please use the password 'Rosetta10'. For security, we will change your password once we become aware of the installation.

6.9. DOWNLOAD Remote Support Software

Central IT provides a quick and convenient way for our technicians to remotely access your computer. The software can be downloaded from here:


1. Once you've launched the software, you will need to call our office on 01530 272727 or email helpdesk@centralit.co.uk and provide us with your 9 digit session code.

2. Before the session is due to begin, **please save your work and close down all of your open applications.**

3. Please ensure that the 'Central IT Remote Support' remains open and running before and during the session.

Remote support sessions are provided by appointment only.

If you have difficulty launching the software or are unable to allow access at this time, please either call or email us and we'll arrange another time slot for you.

7. Cloud Backup Service

7.1. Purchase a license

To purchase your backup license or for pricing information please call Nathan Nelson on 01530 272727 (option 3).