Computer company X that I work for is starting a new pilot program – its a peice of software that you can download to your computer from our website that will allow me to access your computer from my pod. If a person is having issues getting software installed, drivers are bad, etc I can get a “vitural streaming desktop” that will allow me to make changes directly to his/her system. The pilot goes active Monday and I cannot wait to start fixing computers w/o having to tell someone what to do.
Heh, I remember a program we used with SMS called Remote Control. It let you log in to the end user’s machine and do whatever needed to be done for them. Great idea, worked well usually, but some people just couldn’t get the idea through their heads that they had to LET GO of the mouse so I could do what needed to be done! Nothing like fighting over the mouse.
Sounds like VNC - is that it, or is it propietary?
The first time I saw that, I was near the remote PC. I started seeing screens pop up, the pointer moving, and I was momentarily freaked!
Intranet or Internet?
Intra - yes, definitely cool. Makes tech support sooooo much easier. There’s a bunch available. I’m a Novell geek, and I personally love Zenworks.
Inter - now, damn, that would be really cool.
Now all you need is a remote controlled arm to smack them when they ask stupid questions.
there are already a number of software packages out there that do this now …
Zenworks …
VNC (AT&T) …
PCAnywhere …
SMS …
and more! …
does your package do anything special that these packages do not?
from the internet – its a small java applet that allows me to see the persons desktop, and use the computer just like I was sitting at it myself. If I want to download something, I open IE and browse to the file I want and click on it. If I want to change the display settings I open display properties myself on the screen and change them. say the person is getting an error message, they can make it come up, taking the steps they normally do, and I can see what they are doing to get the error to happen.
Hmm. I’ve just learned from my fellow techno-geek hubby that PCanywhere can be used through VPN across the Internet. Cool.
However, if what kinoons is referring to can be used without both sides having to purchase and install an app, could still be an advantage. Details?
Kimkatt – what kind of details would you like?
How do you connect to their system? Are you tunnelling in via VPN with their IP address? Is the download on their end free? Who is it you are providing tech support to across the Internet?
Enquiring minds want to know.
okay, how the connection works I’m not entirely sure, but heres by best explination
client of computer company X goes to that company’s website. They click on a link that brings up a screen that asks them to enter their question. once they enter the question it pops up on our list. a tech responds to the question. The client is then asked to download a java application to their system FOR FREE. Once that java applet is installed the client is told to push ok to give the tech access to their system. they pushed okay and then I see their desktop and away from there
of course this support will only be for clients of company X
Sounds like Back Oriface to me.
I can’t see turning control of my computer over to a total stranger as a good thing, even just for tech support.
How can you be sure that when the session is over that control is totaly returned and that no back doors etc have been installed ?
I think I will stick with the old fasion way.
Peace
LIONsob
Woa, a little paranoid there LION? – the person never looses control of the system. Their mouse follows mine, but if they move their mouse, It follows their commands, not mine. also, the client can end the session at anytime they wish to by clicking on the x on the window that pops up when they begin the session. Sense they retain ultimate control of the system I cannot stop them.
Beside, what would a large computer manuf. have to gain by leaving back doors behind?
Just sounds like a management end to a commonly available tool.
Not that that is a bad thing, as you are probably offering a service to your clients that they are willing to pay for, in which case I encourage you. However, you are not creating anything that does not already exist.
I often use both the java version of PCAnywhere and the free version of VNC to accomplish remote administration and remote management. Very valuable tools.
Actually, doesn’t sound paranoid to me, kinoons. I’ve seen people using PCanywhere pull some underhanded tricks, planting files and such, which the average or possibly even unexpecting above average user wouldn’t be aware of. Any time anyone else has access to your system, it can be a cause for concern, whether that access is direct or remote. But when you’re requesting tech support, it can be a risk you have to take as the user.
Good luck with the new application - as a previous desktop support provider myself, it sounds very cool for you 
What does kinda stink is that, to the best of my knowlage, I have no way of putting files onto a clients system directly – I would have to take their IE and point it to the file I want to download. I have no direct access like a network connection
Just as an addition, NetMeeting will also allow others to use your desktop. The tier2 tech folks where I work used it to fix my PC the other day remotely.