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bknight: looks like no one got back to you on this one... and as I was configuring my help desk to do the same... I did get everything to work. Here goes the explanation.
1. CUSTOM URL
2. Settings for custom URL: -c -h -m:%Host% -u:apshoupe -p:passwordforyouraccount -d:k12ad
leave the %host% in there. -u = your domain username -p = your domain password -d = your domain name
3. Setting it in web help desk. I have it set up in two options... one is via the IP address and the other is the host name
By default it will have localhost in there... get rid of it and just use your DWRCC or whatever you named your custom url to.
I hope this clarifies your issue... I know sometimes the directions are off. Also remember you must have the mini remote control or remote support installed on the machine you are using along with custom url.
I was running into the same problem as you and this is what I found to fix my issue:
If your machine is running a 64-bit version of Windows, copy CustomURL.exe to c:\windows\sysWOW64\CustomURL.exe
Ok it works great in IE, is it possible to get it to work in Firefox?
Works for me in firefox. When you click the link, it should bring up a prompt to confirm you want to open dameware:// links with CustomURL. You have to allow it.