34 — Tech Support Modernization¶

Background: Legacy pcAnywhere Remote Support¶

The original ConstructiVision Tech Support feature (v7.0 through PB11) provided real-time remote support through Symantec pcAnywhere. The workflow was:

Customer calls 1-360-633-7773 to schedule an appointment
Customer clicks CSV menu → Tech Support in AutoCAD
Dialog prompts to install pcAnywhere (limited “Host Only” version, free)
pcAnywhere connects the customer’s machine to ConstructiVision’s support workstation
Support technician provides the IP address; customer enters it in the Host Name field
Technician logs in and provides step-by-step assistance via remote desktop

Note

The original csvtech function was compiled into CSV.VLX — no source code survives. The DCL dialog from PB11 is shown in the screenshot below (reconstructed from VM testing):

ConstructiVision Real-Time On-Line Tech Support

Phone: 1-360-633-7773 E-mail: support@constructivision.com

On-Line Support requires Symantec pcAnywhere (TM)

Do you want to install the free version now? (requires Internet access)

[Yes] [No] [Help]

Why pcAnywhere is No Longer Viable¶

Discontinued: Symantec discontinued pcAnywhere in 2014
Security: Multiple critical vulnerabilities (CVE-2012-0155, source code leak)
Platform: Does not run on modern Windows 10/11
Network: Requires specific ports (5631/5632 TCP/UDP) — blocked by most modern firewalls
Download: Install URL (constructivision.com/pcAnywhere) no longer exists

Current State: Alpha (GitHub Issues)¶

For the Alpha phase (TB11-01), Tech Support was re-implemented as a GitHub Issue submission workflow:

Component	File	Purpose
Dialog	`csvtech.dcl`	Collects type, severity, summary, details
Logic	`csvtech.lsp`	URL-encodes issue, opens browser, saves local backup
Menu	`csv.mnu/mns/cui`	`ID_CSVSUPPORT` → loads `csvtech.lsp` → runs `csvtech`
Login	`csvmenu.lsp`	Opens GitHub repo at startup to ensure login session
Labels	GitHub repo	`tech-support`, `bug`, `enhancement`, `severity: *`

Alpha Workflow¶

AutoCAD starts → csvmenu.lsp opens GitHub repo in browser (ensures login)
User clicks CSV → Tech Support
DCL dialog collects: Type (Bug/Feature/Question/Other), Severity, Summary, Details
System info auto-collected: drawing name, AutoCAD version, platform, user, date, build
Issue saved locally as .md in <drawing folder>/CV-Support/ (backup)
Browser opens pre-filled GitHub issue form at ConstructiVision/ConstructiVision/issues/new

Alpha Limitations¶

Private repo — users must have GitHub accounts and be added as collaborators
No remote desktop — no way to see the customer’s screen
Browser dependency — user leaves AutoCAD to file the issue
No real-time support — asynchronous issue tracking only

Beta Modernization Path: Remote Support Replacement¶

The pcAnywhere workflow addressed a real need — real-time remote assistance for construction professionals who are not tech-savvy. The Beta release should restore this capability using modern tools.

Option A: Quick Assist (Windows Built-in) — Recommended for Beta¶

Windows Quick Assist is the direct successor to pcAnywhere’s workflow:

Built into Windows 10/11 — no installation required
Works through NAT/firewalls — uses Microsoft’s relay infrastructure
Initiated by support technician — sends a 6-digit code to customer
Full remote control — view and control the customer’s desktop

Implementation:

;; Launch Quick Assist from Tech Support menu
(defun csv_launch_quickassist ()
  (startapp "quickassist.exe")
)

Or via the modern Quick Assist app (Windows 10 2004+):

;; Modern Quick Assist (Microsoft Store version)
(defun csv_launch_quickassist ()
  (startapp "cmd" "/c start ms-quickassist:")
)

Workflow:

Customer calls support phone number
Technician generates a Quick Assist code, reads it over the phone
Customer clicks CSV → Tech Support → Remote Assist
Quick Assist launches, customer enters the code
Technician sees and controls the customer’s AutoCAD session

Pros: Zero install, built into Windows, Microsoft-maintained, encrypted Cons: Requires Windows 10 2004+, requires Microsoft account for technician (free)

Option B: RustDesk (Self-Hosted) — Recommended for Full Release¶

RustDesk is an open-source remote desktop tool that can be self-hosted:

Self-hosted relay server — data never leaves your infrastructure
Cross-platform — Windows, Mac, Linux clients
No account required for the customer
Portable mode — single .exe, no installation required

Implementation:

Bundle rustdesk.exe (portable) with the CV installer
Pre-configure with ConstructiVision’s relay server address
Launch from AutoLISP via (startapp "rustdesk.exe")
Customer gives their RustDesk ID and password over the phone

Pros: Self-hosted, no Microsoft dependency, works on older Windows, portable Cons: Requires hosting a relay server, ~15 MB client download

Option C: AnyDesk / TeamViewer (Commercial)¶

Commercial remote support tools with established construction industry presence:

AnyDesk: Lightweight (~4 MB), custom branding available, per-seat licensing
TeamViewer: Industry standard, QuickSupport mode (no install), per-channel licensing

Pros: Polished UX, unattended access, session recording Cons: Per-seat/channel costs, data routed through third-party servers

Option D: GitHub Issue + Loom/Screenshot — Lightweight Async¶

Enhance the current GitHub Issue workflow with richer diagnostic data:

Auto-capture a screenshot of the current AutoCAD viewport via (vlax-invoke-method ...)
Embed the screenshot as a base64 image in the issue body
Optionally prompt the user to record a Loom video and paste the link

Pros: No real-time scheduling needed, rich context Cons: No remote control, asynchronous only

Recommended Beta Implementation¶

Phase 1: Quick Assist Integration (Beta)¶

Add a “Remote Assist” button to the existing csvtech.dcl dialog:

:button {
  key = "remote";
  label = "Remote Assist...";
  width = 16;
  }

When clicked:

Show confirmation dialog with phone number to call
Launch Quick Assist (quickassist.exe or ms-quickassist:)
Log the session start to the CV-Support/ backup folder

Phase 2: Public Support Repo (Beta)¶

Create ConstructiVision/support (public repo) for issue collection
Update csvtech.lsp URL to point at public repo
Remove the startup GitHub login from csvmenu.lsp (no longer needed)
Non-collaborators can file issues without 404

Phase 3: Self-Hosted Remote Support (Full Release)¶

Evaluate RustDesk vs commercial options based on beta feedback
Bundle remote support client with the CV installer
Pre-configure relay server address
Add session recording for quality assurance

Cross-References¶

Windows 10 Upgrade Study - Constructivision Compatibility — pcAnywhere BHF path bug (environment artifact)
31 — Comprehensive Workflow & Human Factors Analysis — BRK-01: pcAnywhere tech support defunct
Bug Tracker — Validation Campaign — current bug tracking workflow
Legacy manual: csv-manual.md § “On-Line Support” (lines 434–482)