1

Hey Spice nation-

Does anybody have a suggestion for Remote Desktop Software for my tech support team to dial in to a users machine so they can assist on an issue? We currently use VNC and although it works it sometimes lags and can be frustrating for my team. Also they are hard to get a hold of just to buy their product. I have to go with something that is comparable in price to VNC and has the similar attributes.

Thanks

AA.

@Microsoft @GoTo

69 Spice ups
2

Logmein/TeamViewer?

39 Spice ups
3

I use ScreenConnect - an inexpensive one-off fee (no subscription!) and works well on every machine I’ve tried. It allows both attended and unattended access.

12 Spice ups
4

Dameware is one I’ve heard good things about. I’ve only used their trial, and it was for a short time, but it seemed more than adequate.

Of course there’s always the built-in Microsoft RDP and Remote Assistance tools too.

26 Spice ups
5

At my previous employer, we purchased LogMeIn Rescue. It’s expensive, however it is the “Cadillac” of remote support utilities. There are a couple unique features with LogMeIn Rescue. First, you can brand a “support” icon that you can push to an user’s desktop while in a support session. You can build queues, workflows, and escalations into the support portal. You can brand the software, so the end-user sees your logo and design when they initiate a support incident.

Another one of the more unique features is mobile device support. With Blackberry devices, you can remote control the device as if you were using it. You may also be able to do this with Android devices now as well. For Android and iOS devices, you can push ActiveSync settings, lock down the devices, and preform a number of other functions.

It’s a pretty cool application, and if you have the funds available I would HIGHLY recommend it.

The only other thing that remotely (no pun intended) came close to it was Bomgar. With Bomgar, you need to buy an appliance and it’s limited by the number of technicians. Once you outgrow their appliance, you need to spend thousands of dollars to get a new one.

4 Spice ups
6

I second the vote for Screen Connect. I have used it at a previous company and it works great.

4 Spice ups
7

As an independent consultant I’ve tried a number of solutions over the years, always with an eye to price as well as convenience. I stumbled on Simple-Help (simple-help.com) two years ago and have been extremely happy with it. Easy to use, full featured, excellent tech support. Money well spent!

Jeff

1 Spice up
8

We use Dameware, it is great, but I’ve heard some grumblings about whatever company bought them out. We’re still back on something like version 7, so we haven’t had to deal with the company.

5 Spice ups
9

LogMeIn works quite well (free version) but only for PCs (not for mobile devices with iOS / Android). Pay the $200 for LogMeIn Central to be able to remote control an unlimited number of computers. You can group your inventory of PCs however you want, allow other users access to a machine / group of machines. It is well worth the money to me and has saved our department a ton of trips to remote sites.

6 Spice ups
10

Have you tried Windows’ own Remote Assistance? Available in Vista and W7.

4 Spice ups
11

I use Windows Remote Assistance. I have never a ran into a problem with this technique.

Here is GPO information http://support.microsoft.com/kb/301527

To set up a “offer remote desktop assistance” shortcut on your desktop simply create a shortcut to this target

C:\Windows\System32\msra.exe /offerra

12 Spice ups
12

For simple remote control of a user machine i use join.me

22 Spice ups
13

Have a look at Goverlan Remote Control. Goverlan Remote Control has its own remote control protocol as well as the ability to connect to VNC services.

  • Remotely shadow any VDI, RDP & Citrix session.
  • Remote monitor screen activity & performance counters of multiple machines in one view
  • Integrated, powerful Remote Task Manager during remote control
  • Centrally manage agent settings such as text customization, image branding & remote control audits

To read more about Goverlan’s ROI & Benefits, click here .

4 Spice ups
14

Logmein Central is a great solution. We used to try many kinds of freewares, but as we started trying this one our assitance performance increased a lot.

It has cool some cool features, easy implementation, nice organization and agile way of connection.

But I must say, while we was restrained to use other softwares due to financial reasons, it felt like TeamViewer would have a better connection speed and faster command response in terms of manipulating the user’s machine. But due to LogMeIn’s payment options and features could fit better our profile, we got it and we are happy.

3 Spice ups
15

I used GoverLAN in like 2005. I had no idea it was still around! I’ll check it out!

1 Spice up
16

Within the office network I use EasyVM.exe Google Code Archive - Long-term storage for Google Code Project Hosting.

It allows you to specify and IP address and remotely install VNC and connect. In house it works great.

Out in the world, I use to GoToAssist. Redirect

I can setup unattended support for the “troublesome” remote users and simply log in to fix the issue.

4 Spice ups
17

Ryan_B,

We are definitely still around and we have a beta program for Goverlan v8! Take a look at beta.goverlan.com !

18

My supervisor wants me to move completely to LMI, but I’m still hanging onto DameWare. I also have a Bomgar, but mainly use that for remote users. DW is my go-to for on-site support. My Bomgar is DOA right now and I’ve had no motivation to call support about it.

1 Spice up
19

+1 for Teamviewer enterprise. Expensive, but so worth it.

6 Spice ups
20

As previously stated, Join.me is a good solution. It’s free and very simple to use.

2 Spice ups