Good remote support software ?

jeremy7065 · 2012-08-24T07:20:12.000Z

I am looking for a good remote support software , that would alow me to take control of a users screen and fix their issues, ( these are home users) with little to no lag.

Doesn’t take 2 hours to explain to the user how to start the session.

I am currently using GoToMeeting , which was inherited from the guy before me . And I think it sucks tbh.

I was looking into TeamViewer as an alternative. But was hoping to get some feedback from the community on what they use for this task.

@GoTo

stuart8776 · 2012-08-24T07:23:53.000Z

I have found that TeamViewer is easy for end users to understand.

I have also used LogMeIn free, but requires the program be always running at startup, or more user knowledge, and users find it more ‘invasive’ of their privacy. TeamViewer helps them feel in control of who has access, and when.

stuart8776 · 2012-08-24T07:26:06.000Z

…To actually give the feedback you were looking for :-), I use TeamViewer for this about 80% of the time, and LogMeIn free the rest.

philipkessel4441 · 2012-08-24T07:27:17.000Z

+1 on TeamViewer as well. There is some free remote support software out there but no guarantees on all the specs that you need. The reason why we got TeamViewer is because it can support dual monitoring systems and majority of all free software only supports a single screen.

pbp · 2012-08-24T07:36:05.000Z

TeamViewer. Has wider OS support. Quality & speed of home user’s lines is always an issue…

stuart8776 · 2012-08-24T07:38:08.000Z

Interesting that all the ads on this thread are for LogMeIn Rescue I forgot about this product, since it’s not a free one, but if you are willing to buy one (Depending on your needs) LogMeIn Rescue works great, and gives you a lot more capability over the computer you are controlling (besides running the desktop) Also, Rescue’s Calling Card interface is very easy for end users to use, and they like it, in my experience (has a chat feature, etc., etc.)

brentharding0405 · 2012-08-24T07:40:20.000Z

May not be what you are looking for, but Bomgar is awesome for users like this.

You can email a link to the user and they click run, that’s it you are connected.

We have had Bomgar for almost 2 years now and still are wowed by it.

jasona7984 · 2012-08-24T07:41:48.000Z

We use ScreenConnect ( http://www.screenconnect.com/ )- came over from Teamviewer. Still use old Teamviewer license on occasion when have trouble with AV or something. ScreenConnect is a slick little application and they have a great development team over there. If I were you I’d do a couple trials- maybe ScreenConnect, Teamviewer, LogMeIn Rescue and see what fits your needs best.

jeremy7065 · 2012-08-24T07:48:08.000Z

Thanks for the input. Ultimately it is up to my boss on which one to buy. I kind of like the look of team viewer.

But thanks for the suggestions. We will most likely go with the trials and see which one we like better.

martinpeverley1330 · 2012-08-24T07:50:15.000Z

join.me for ad-hoc needs.

LMI Free, backed with LMI Central for work purposes.

larrynieman9673 · 2012-08-27T12:35:26.000Z

We use TechInline, it works good there is no client on the remote end you go to fixme.it and it runs an active x control and then they get a code, you get the code from them and your in.

If they are comapny computer at home Meraki’s system manager might be good you have to load it on there system but you can rdp/vnc right into there machine.

mike-citrix · 2012-08-27T14:23:50.000Z

I’m sorry to hear you don’t like GoToMeeting. We at Citrix have a separate service for remote support called “GoToAssist”. It is specifically designed for tech support whereas GoToMeeting is designed for meetings. For example, GoToAssist can reboot and reconnect (regular or safe mode), file transfer, unattended mode etc

We also have a free iPad and Android app where the technician can remote control a Mac or Windows end user in “attended mode” which means the user goes to a website like www.FastSupport.com (or your own). This attended mode is free but the unattended mode must have a paid account.

I am on the GoToAssist team at Citrix

liz-bomgar · 2012-08-28T05:44:48.000Z

Thanks to bsharding1982 for the recommendation.

Jeremy939, I’m not sure how powerful of a solution you are looking for, but Bomgar is definitely one feature-rich, multi-platform software. It’s not free, but we have an ownership model that often allows for a better return on investment in the long run. You can initiate sessions with new users by sending them a link in an e-mail or chat conversation, or by directing them to your support portal. It’s very simple, and once the session is over, the software automatically uninstalls itself.

You can get a free instant trial or a full evaluation , and I’d love to help if you have any questions.

mpk · 2012-08-28T21:06:23.000Z

+1 for gotoassist.com

While GoToMeeting is a sister group, gotoassist is really set up for IT professionals to manage remote screens. I’ve used GTA express since they started it, and I use it almost every day. A simple URL (GoToAssist Remote Support) where 123456789 is a session number is all you need to start it. It runs Java, and IIS, Chrome, mozilla all work just fine. For an unskilled user it usually takes longer to explain how to fire up their web browser than it does to load the URL. (You can e-mail them a URL if that’s something they’re more comfortable with).

What I really use is their unattended session feature. This lets me get into their machine 24x7 (as long as it’s powered up and on the Internet), without any action on their part. I have about 70 computers set up this way and typically have 2 to 8 different screens up at the same time. Goes through all firewalls with ease. Great file transfer. Neat ‘details’ feature that probes the clients machine and gets you all software and hardware details without asking the user. LOTS of times I just sit and watch the user do their thing to make sure they’re doing something correctly.

I actually use it in the same room with conference room projectors. connect to the machine in the room and I can display my screen on the wall…

That annual subscription price saves me tons of time.

bytesnake · 2012-08-28T23:11:26.000Z

I’m fine with LogMeIn Rescue with CallingCard. User starts the CallingCard and I can connect to his machine.

angussf · 2012-09-12T11:31:18.000Z

I use UltraVNC SingleClick for this. End user goes to my website, downloads a utility and runs it under my direction. I tell them which help-desk I’m using and they double-click it. Below is a screenshot of what they see.

Works for Windows 2000 through Windows 7.

I also use LogMeIn Free, but that’s a much too complex to setup for one-time support.

instanthc-corey · 2012-09-14T20:38:00.000Z

Full disclosure: I’m recommending my own product here.

Try [Instant Housecall (www.instanthousecall.com)](http://Instant Housecall (www.instanthousecall.com)) .

Take out a free trial with the promo code “spicyforum” and we’ll send you a special offer

steveanderson7252 · 2013-04-09T14:43:18.000Z

I use ChunkVNC. I have a proxy sitting on my side with the firewall port open. The user opens a single exe (no install required) and the software shows them a screen with a session number. I open ChunkVNC viewer on my side. enter in the session number and I have it setup was a password for protection. The 2 systems meet on the proxy and I am in. This is similar to Angus except for the added password and session # security and no need to pick a session. UAC does limit it.

stevewhyman4922 · 2014-02-08T14:24:20.000Z

definately go for screen connect

rodulfogonzlez · 2015-08-26T18:45:39.000Z

I have teamviewer