Favorite remote support utilities

[Richard Kreiss]

-----Original Message-----
From: filepro-list-bounces+rkreiss=verizon.net at lists.celestial.com
[mailto:filepro-list-bounces+rkreiss=verizon.net at lists.celestial.com] On
Behalf Of Bob Rasmussen
Sent: Tuesday, August 31, 2010 10:28 AM
To: filePro Mailing List
Subject: Favorite remote support utilities

Hi all, new subject: What do you use to do remote desktop? What do you like
about it? What don't you like about it or others you have tried? 
Please provide details such as what platforms you work on.

I have been using Webex (from Cisco) for a while. It always gets the job
done, but it is a little tedious to get it started on the customer's end. 
They have to answer some preference questions about timezones, their
identity, and so forth. They have to install a small piece of code, but
that's generally true of these utilities. The big downside is a monthly fee.
All my support is from and to Windows-based PCs. I have recorded the video
of some support sessions, in order to refer back later. That's a nice
feature. I'm never trying to reach an unattended PC. I'm always doing
one-to-one, never one-to-many.

I hear a lot about GoToMeeting and GoToMyPC, but haven't tried them.

I was just reading about Mikogo (www.mikogo.com). Looks pretty nice, and
it's free.

What do you like?

Regards,
....Bob Rasmussen,   President,   Rasmussen Software, Inc.

personal e-mail: ras at anzio.com
 company e-mail: rsi at anzio.com
          voice: (US) 503-624-0360 (9:00-6:00 Pacific Time)
            fax: (US) 503-624-0760
            web: http://www.anzio.com
 street address: Rasmussen Software, Inc.
                 10240 SW Nimbus, Suite L9
                 Portland, OR  97223  USA
_______________________________________________


Bob,

I am currently using Remote Desktop, GoToMyPc and Logmein to support various
clients.

GOTOMYPC(Citrix) and Logmein both have free versions of their software.  The
downside to the free versions is that there is no file transfer feature.
This is available on the full, paid, version.   The advantage to these 2
services is they are secure; setup is easy, and access is available through
any computer with a browser.  I have my client's paying the cost of the full
version as they do not want monthly support contracts.

My major client has Remote Desktop set up by the people supporting his
servers.  Access is fast, I can do everything I need to do including
uploading/downloading files.  With admin level security, I can do most
functions as if I am in their offices.  The major downside is printing from
filePro. Printing can be redirected which is handled by the remote
connection.  However, the printer name varies by connection number and one
would need to write a script to find out what the remote printer is being
called and then feed this to filePro at startup to assign the printer.

What I have done, is set any thing I print to go to a file.  With printwiz
se, I could probably set up a service to watch a specific file and then
print to the default windows printer which would then be redirected to my
printer (Printwiz Se was only recently added).

With the other 2 programs, this is not a problem, the print jobs are
automatically redirected once the program has been configured to redirect
the print jobs.

One client is currently using Ipads for his field people to access their
system using a remote desktop app.  Not sure if these are the WIFI of full
versions.  He has been accessing his system on his Windows phone use and RDP
app.  They have tried this on an Iphone, it works, but is too small for the
field people to use on a regular basis.

To some extent, I like the web based apps best, as I don't need my computer
and can access my clients from any computer anywhere in the world as long as
there is web access.

You can try out the GOTO and Logmein products free for 30 days.  The
downside is you need to opt out after that period.

I still have one or 2 clients up on pcAnywhere (old versions).  It  works
but is not a convenient as the web based solutions.

Richard Kreiss