What Remote Support product do YOU use?

[Ross Ferris]

We have been using TeamViewer (www.teamviewer.com) for the past 18 months or so, and I'm generally very happy with it - I can access Windows, Linux & apple hosts from my desktop, or even my iPhone (screen is too small for remote support so will be upgrading to a GalaxyNote 2 Phablet soon, so will have a chance to try out the Android client), and would be happy to recommend others looking for a solution (quote coupon code 95051-42-600991 to get a 3% discount)

We had previously used LogMeIn, RDP for server access, and/or even VNC if we had VPN access, but TeamViewer just works for us. Licencing is one off, based on number of people our end that will be running concurrent sessions to clients, rather than paying per client system, and I keep toying with the idea of integrating with Visage as a "Support" button. We also use TeamViewer to run presentations, though I tend to use Skype rather than integrated VOIP capabilities

That said, I'm also curious if anyone has a better product they have used (first hand, rather than just something they have read about which sounded good), and/or especially if you had previously had a commercial TeamViewer licence & moved on

[Steven Davies-Morris]

Teamviewer is an excellent product IMO. I have used it with customers on
and off for the last three years. I've used other products (i.e. LogmeIn
and Go2myPC). It works as advertised.
--
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Systems Theory website www.systemstheory.net
"overfulnoisecascade" prog-ambient-tribal-space CD coming soon

[jes]

Teamviewer is excellent for A) a freebie and B) supporting non-technical types. I find GotoMeeting to be more robust, if a little more obtuse, especially for groups.

[Tony Gravagno]

I use products like this a Lot for demos and support. I used to use GoToMeeting and recommended it to all of my clients, many of whom got subscriptions. GTM continues to be a real staple in this business and I'm happy to use it whenever a colleague offers.

 

Looking for a lower-cost alternative I found TeamViewer which is a really superb product. I've recommended it to many clients,  prospects, and colleagues who have adopted it themselves.  The fully functional trialware is like crack from a drug dealer and it's easy to get hooked. The no-nag personal license makes you want to use the software for everything, but (personally speaking) at some point ethics kick in and I feel compelled to purchase a license before using it any further for business.

 

However, the cost of TV is prohibitive for my needs. For what it does I'm thinking about going back to GoToMeeting which I believe is less expensive for the core set of features which I tend to use (and I do use pretty much everything in GTM). TV is excellent software but it's not a cheap alternative to the established big guys. I've contacted the TeamViewer Sales people who are Very cordial, seem to understand my concerns, and even ask what I'd be willing to pay for their software.

 

But I'm still on the fence on this one. I wrote a (now rather dated) article on this topic back in 2007. At some point I might post a new entry on that topic based on comments found here.

http://Nebula-RnD.com/blog/tech/2007/01/remote-access1.html

 

Ross, I have used the Android interface from TV. It works fine even on a small phone screen - if you squint just right.  :)  I did have a problem passing ctrl/alt sequences for Break or when doing a "cascading" Remote Desktop connection from the TV server. In a pinch I'd use it.

 

I also live on Skype but surprisingly I've never used any of the desktop features -  no one else seems to be asking or offering so I haven't had an opportunity. It's probably one of those things where it's not used at all until there's a sudden explosion of people using it.

 

T

[frosty]

TeamViewer, various FOSS VNC client/server, mac built-in VNC.

We use GoToMeeting at work, but not strictly as remote control,

just shared view of desktops & apps.

[Mark Brown]

As part of our support package, we install RemoteAdmin.  As long as their internet is up, I can connect and do anything including reboot.  And with it installed within their network, I can piggyback onto any of the individual workstations.

 

We also use GotoMeeting (fastsupport.com) for our customers with changable IPs.

[CDMI - Steve T]

i use 'GoToAssist' Expert - costs me around $480 per year

works great - user (and their can be more than 1) can see your screen or you (and more) can see their screen

runs totally within your/their browser

each connection requires the user to go to : www.fastsupport.com

input a name and a Support Key that is generated by your end of the package

it allows you/them to move files from your/their system back and forth as well

high speed internet is a must

good luck!
 

Steve Trimble

Computerized Data Mgmt Inc
2705 Justin Matthews Dr
N Little Rock, AR 72116
(501) 615-8674 09:00am - 6:00pm CST

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From: Mark Brown <MBr...@drexelmgt.com>
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Sent: Fri, January 18, 2013 2:18:07 AM
Subject: [mvdbms] Re: What Remote Support product do YOU use?

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[Nathan Rector]

I've used a few different ones:

rAdmin - (www.radmin.com) Good admin, the one I like the most, but it
requires you to have a static IP or a DynamicDNS setup and a hole
punched through your firewall. It is fast, and really don't have much
problem with it.

Allows you to Do File transfer and Command Line stuff without
interrupting the user. You can also use radmin to bridge form one
computer to multiple other computers, so you only need one port open in
the firewall.

TeamViewer - (www.teamviewer.com) Just started using it. Liked it for a
while, then found that it sometimes drags really bad on Win7. Makes it
hard to work with for extended periods of time.

Found if you change the Win7 to Basic Colors, then you don't seem to
have this problem as much. Main dislike is that I can't use the File
transfer mode without interrupting the user.

TeamViewer has a web console, but never tried it.

LogMeIn - (www.logmein.com) Similar to Teamviewer in how it works. Has
similar issues with TeamViewer. My main grip is that it takes up more
resources, and is consently wanting to upgrade the software.

The web interface is nice, since you can access this from anywhere, but
It also has it's drawback. It seems like I'm contently typing in
passwords and it is not as quick to get connected. But it will tell you
which computers that have logmein installed are connected and running.

These are all opinions, and I know I don't use all the features in each
of these tools, so I could be doing something the hard way.

-Nathan

[Ross Ferris]

I finally got my Galaxy Note II (aka phablet) last week, loaded Teamviewer on Friday, and used it to resolve a problem for a client on the weekend. Yeah!! 

Just fired up, signed in, got list of client servers & connected without a problem. I was happily surprised to see that the Android Version made it easy to access things like the windows key (so I can use shortcuts like "windows + D" to get the desktop up" and also the function keys, which I couldn't do from the iPhone (but I think that may have been Version 6)

Combination of the bigger screen and S-pen (aka stylus) worked as well as I had hoped, and ability to move files to/from phone is an added bonus, so I now have a few "useful tools" stored permanently on the phone for quick reference/upload to clients as needed.

Best of all, the coupon code 95051-42-600991 still gets a 3% discount, even on the PRO version for the Android.

I appreciate the input & feedback that people have given, and would still recommend Teamviewer to anyone looking for a remote support tool that works pretty well anywhere, and get get around annoying "stuff" that some clients/IT departments put in place, like firewalls. Sure beats the bad old days when it used to cost to load software on EVERY remote system - for many clients we now have installed on every workstation, which allows us to extend our service offering to include frontline windows desktop support with ease

[Tony Gravagno]

( Necromancing  of old threads is never a bad thing in this industry. :)  )

 

I had some more notes on this topic I thought I'd share. My notes on this from last October still hold. I still need to re-evaluate solutions. I have to say, I'm not satisfied with the general offerings, and frankly I'm too cheap to pay for them. I just don't have the volume of clients requiring active support which justifies the purchase of yet another license for some hundreds of dollars per year.

 

Let's get the features defined so we can compare apples-to-apples:

1) there is active support where the user needs to be online with you,

2) there is passive support where the connection is always active for a specific desktop, waiting for you to control a system,

3) there is basic system access where you just need a desktop, but you don't need to access someone else's live desktop,

4) there is active support to see someone's desktop, but it does not include Remote Control.

 

TeamViewer has type 1&2. It's great but pricey. I originally thought of this as the up-n-coming replacement for GoToMeeting, but with a higher price and fewer features I've had to re-think that.

 

TeamViewer is based on VNC, so it's worth mentioning VNC here too for type-1 support.

There's also UltraVNC: http://www.uvnc.com/

And TightVNC: http://www.tightvnc.com/

Info on VNC in general can be found here: http://ipinfo.info/html/vnc_remote_control.php

(VNC is free so it's high up on my list.)

 

LogMeIn type-2 only. It's OK too but it has a problem passing control characters and dealing with Caps-lock. This has been an issue for years.

 

TigerLogic uses WebEx and I've always been pleased with that experience. WebEx has a free limited plan for type-4 sharing, and a paid plan for a typical monthly fee for type-1: http://www.webex.com/plans/meetings-plans.html

 

Skype also allows free type-4 desktop sharing. Most of my clients and colleagues that I communicate with are using Skype, so just to view screens this is a great "already there" option. Skype doesn't have built-in remote control but it's possible with some coding. There is software called SkyRemote which can be installed but there could be a trust factor. I've done some Skype development and was thinking about doing this myself. There's just never enough time.

(Add this to the list of free options.)

 

For type-3 access, I use Remote Desktop all the time. This is great when you need to get into systems, do something, and get out, but you don't need to be on someone else's desktop. This should be used in addition to others - it satisfies a different need.

 

You'll find an offering here called imPcRemote:

http://remote-control-desktop.com/products

The free version is for type-1 and the Pro version includes type-2. Don't get confused, both of these are free. The licensed option is only $29/year and allows branding and a couple other features (See their comparisons). Most of  these offerings require connection through a middle tier server which brokers the connections. Some companies find this to be insecure. The imPcRemote paid solution includes a repeater which allows you to host the middle-tier. Of course this requires a little more setup on both sides but it's faster and more secure, and you can brand your own solution. I'd be interested to know if anyone tries this.

 

That's all for now.

T

[Kevin Powick]

We don't promote any specific solution as most of our clients already have corporate defined standards.  These include:

VPN (Cisco, Juniper, SonicWall, etc)

SSH

VNC

TeamViewer

WebEx

Bomgar

All have their drawbacks, though for pure performance VPN or SSH (with tunnelling of services like RDP) is probably the best.

Never liked WebEx.  TeamViewer has always worked fairly well, and Bomgar is pretty good too.

--

Kevin Powick

[Bob Wyatt]

In my experience, using skype (the messaging and communications portion) dramatically increases firewall blocking activity.

Tony can correct me, as I don’t use skype for screen sharing; if it is utilizing that underlying service infrastructure, I have no faith in its inherent security.

This was certainly not the result of validated testing procedures; just casual observation on multiple occasions where-in the firewall is significantly less busy after quitting Skype.

--

[Tony Gravagno]

From: Bob Wyatt

> In my experience, using skype (the messaging and communications
portion)
> dramatically increases firewall blocking activity.
> Tony can correct me, as I don’t use skype for screen sharing; if it
is utilizing
> that underlying service infrastructure, I have no faith in its
inherent security.
> This was certainly not the result of validated testing procedures;
just casual
> observation on multiple occasions where-in the firewall is
significantly less
> busy after quitting Skype.

I haven't looked at the network activity for these tools in years, and
make no claims about the fitness or security of any of them.

I don't use software unless I already see it in common use (like the
offerings I listed earlier), and I don't use software that is no
longer actively maintained as it could have unresolved and unknown
vulnerabilities. That's just the way I approach it. As an example,
some of the VNC offerings are no longer maintained - I wouldn't touch
them.

But aside from that bit of caution, I'm as naïve as 99% of the people
I know in this regard. I will use software that is also used by
millions of other people. Unless and until I have a compelling reason
to analyze network traffic or to suspect unacceptable activity on my
network resources, I rarely take the time to do so. I will trust it
until I see a number of forum notices, blogs, or other compelling data
that makes me question it.

The difference between being trusting and being totally naïve is that
I do try to keep an eye open for issues with software that I use or
that I recommend to my clients. When I do sense that something is off,
I'll warn trading partners so that they can do their own
investigations and make their own decisions. As an example, I recently
sent an advisory to my clients for whom I'm writing Java apps. Oracle
has been addressing a lot of security issues lately and some people
have chosen not to use Java at all. I don't think any of my clients
will decide to dump Java, but there has been enough media attention to
this (for the last 15 years) to warrant ongoing caution.

YMMV
T

[Ross Ferris]

Tony,

How did you trace Teamviewer heritage to VNC? The concept is similar, and if that is the case, they have certainly come a long way In terms performance and features. Teamviewer include facilities for integrated VOIP, chat functionaility (we use this with the customer Teamviewer app in top right corner of www.stamina.com --> when someone fires that off they have opportunity to tell us what issue is before we connect [could be on another call, but also good for demos]), integrated file transfer (drag & drop in version 8), and the ability to record a session (useful for "training", or supporting claim for a bill!). You will also note that this custom support process has been branded

According to your definition of "type 3 access", if you are using RDP for this then you must be talking about a windows server product (Windows Remote Support/RDP uses the "single user desktop" found in Windows XP/Vista/7 & 8), in which case I'd suggest that Teamviewer may fit that slot as well --> there is a config option that allows it to "play nicely" in a terminal services/RDP type environment.

However, it is worth noting that the FREE version of TeamViewer DOES NOT allow you to connect to a server. You would need a commercial licence for this, which is a one time fee "forever" .... but also note that while you get free upgrades WITHIN a version, you have to BUY (discounted) upgrades to later versions --> we only upgraded to Version 8 from V6 late last year because there were some feature improvements that I thought were worthwhile (multi-monitor support & drap & drop file copies high on that list)

Also, for your "Type 4 support", you can also use TeamViewer WITHOUT remote control, to just virtually look over someones shoulder to offer advice. On the flip side, if you DON'T want the person on the other end to watch the "magic" that you are doing, you have an option to show them a blank screen :-)

Likewise if you use the "meeting" functionality, say for running a remote demo or a webinar (which as noted above, you could record), you can also stop people from messing with your screen .... or let them if you want to give them a "test drive" like experience.

If you, and your client, have matching "multi-monitors" then Teamviewer will let you see all screens your client has .... and if they have more monitors than you, you can easily switch .... or invest in one of the samsung setups that support 3 or 6 screens :-0

Speaking of Samsung, looks like there is a customer version of Teamviewer that will run ON my Galaxy Note II so that can control it remotely (at least, that is what it sounds like from my first reading .... not sure how/when/if I would use this though)

[Tim Kendall]

We use the goto products - expensive but comprehensive and citrix fast!  gotomanage, gotomypc, gotomeeting.  unattended access, sharing on the fly, transfers.  very few firewalls it can't wiggle through ;-)

On Tuesday, October 2, 2012 11:44:31 PM UTC-7, Ross Ferris wrote:

[Tony Gravagno]

Replies to below:

1) http://ipinfo.info/html/vnc_remote_control.php

"TeamViewer is a VNC based solution…"

http://www.teamviewer.com/en/help/354-What-is-the-difference-between-TeamViewer-and-VNC.aspx

"TeamViewer goes far beyond the functionality of ordinary VNC solutions…"

I've also read that TV now uses a proprietary protocol versus the simpler RFB protocol used in common VNC variants.

 

2) After running TV on my Android LG phone I was at once tickled with the ability to do remote support from a pocket device and adamant that I was not going to do that. On a 7" tablet I wouldn't mind.

 

All other notes ACK'd.

 

Regards,

T

 

From: Ross Ferris

 

Tony,

 

1) How did you trace Teamviewer heritage to VNC? The concept is similar, and if that is the case, they have certainly come a long way In terms performance and features

 

….

 

2) Speaking of Samsung, looks like there is a customer version of Teamviewer that will run ON my Galaxy Note II so that can control it remotely (at least, that is what it sounds like from my first reading ..... not sure how/when/if I would use this though)

 

[Ross Ferris]

Brendan,

 

This is the link/discussion (should now bump to top). Have just confirmed & this coupon code will still save you 3% (had you done this last week, would have added to 10% promo they were running)

 

On Wednesday, 3 October 2012 16:44:31 UTC+10, Ross Ferris wrote:

[JJCSR]

Just out of curiosity, where do all of the products mentioned, herein, match up to PCI compliance?   Do they have 2-factor authentication, which is a PCI-compliant requirement.

 

I was using GoToMyPC on both my iPad and my laptop until I was advised that it was not PCI compliant.    I now use Sonicwall Mobile Connect along with an RDP client.

 

Jim Cronin

Kittery Trading Post

 

On Wednesday, October 3, 2012 2:44:31 AM UTC-4, Ross Ferris wrote:

[Richard Wilson]

from logmein's website

Is LogMeIn compliant with PCI standards?

LogMeIn understands that security and adherence to PCI requirements are critical, and we fully support our customers’ policies for ensuring their adherence to PCI-DSS compliance. Our remote connectivity services only maintain limited session data associated with remote computers and does not retain or store any information, including any credit card data, from remote computers or any information transferred during a remote access session. Additionally, we protect all information transmitted with full, end-to-end 256-bit SSL encryption, the same encryption method endorsed by MasterCard, Visa and American Express.  We also support PCI compliance with centralized user management, two-factor authentication for strong access control measures, and maintain secure physical and network security, with ongoing security monitoring & testing.

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[Bob Rasmussen]

The LogMeIn description sounds a little "slippery" to me. What it does NOT
seem to address is this: if I have a machine that contains or has access
to sensitive data, and I make that machine available for connection using
LogMeIn, does that connection require 2-factor authentication?

One might (perhaps SHOULD) ask the same question for any remote
connectivity.

On Mon, 2 Sep 2013, Richard Wilson wrote:

> from logmein's website
>
> Is LogMeIn compliant with PCI standards?
>

> LogMeIn understands that security and adherence to PCI requirements are critical, and we fully support our customersοΏ½ policies for ensuring their

> adherence to PCI-DSS compliance.
>
> Our remote connectivity services only maintain limited session data associated with remote computers and does not retain or store any information,
> including any credit card data, from remote computers or any information transferred during a remote access session. Additionally, we protect all
> information transmitted with full, end-to-end 256-bit SSL encryption, the same encryption method endorsed by MasterCard, Visa and American

> Express. οΏ½We also support PCI compliance with centralized user management, two-factor authentication for strong access control measures, and

> maintain secure physical and network security, with ongoing security monitoring & testing.
>
>
> On 9/2/2013 1:07 PM, JJCSR wrote:

> Just out of curiosity, where do all of the products mentioned, herein, match up to PCI compliance?οΏ½οΏ½ Do they have 2-factor

> authentication, which is a PCI-compliant requirement.

> οΏ½
> I was using GoToMyPC on both my iPad and my laptopοΏ½until I was advised that it was not PCI compliant.οΏ½οΏ½οΏ½ I now use Sonicwall Mobile Connect

> along with an RDP client.

> οΏ½

> Jim Cronin
> Kittery Trading Post

> οΏ½

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

personal e-mail: r...@anzio.com
company e-mail: r...@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

[fwinans]

http://join.me/  would be adequate for that, too.
Works even if the d3/windows server in question is windows 8,
but severely limited in that only some non-system apps can be
launched / typed-into by distant users.  Does let you type into
the telnet localhost   d3   session, but even there it strips out
control characters {all but the first one { per line ? per minute?}
so using command stacker of tcl is right out, and full screen u /
up / update editor is probably not a good plan either.  Cost is
free;  no signup required as far as I know.  Better than nothing.
_Much_much_   better to use something else to reach a win7
box,  for example;  then do remote assistance to that win8 box
on their lan.  I do not think WebEx can hit a win8 box under any
circumstances, as of july 2013 at least...

[Tony Gravagno]

Fascinating new commentary on old thread. I still haven't firmly
established my comfort level in this area with a product that's the
right balance of Good, Fast, and Cheap.

Sending this from Starbucks via laptop and LogMeIn to my office PC,
using my own tethered wifi from my not-so-swift 4G mobile phone
because I don't trust public networks, and now, thanks Bob, wondering
if I should RDC to trusted client systems given this configuration.
*sigh* Everything requires research. :(

Regards,
T

[Charlie Noah]

If LogMeIn is good enough for Tony, it's good enough for me. I was already a LogMeIn user, but it's nice for my choice to be validated.

Charlie

[Tony Gravagno]

Thanks Charlie, but to be clear:

1) While I like LogMeIn, (free for personal use, not for commercial) I'm not positive that LogMeIn+RDC is completely secure, even when I'm using WPA2 PSK on a private wifi channel. Frankly I'm ignorant about such things and never quite sure I have it right.

2) The original thread about remote support products came from the idea that LogMeIn may not be the best solution for this specific purpose. There's TeamViewer, VNC (on which TV is based) and other tools for free and fee which should be considered.

 

Just because I'm fond of enumerating points today, I've had consistent concerns about the options:

1) Somehow I have never been able to get myself to pay $35/month for a service like this when I know it can be done for free. Sometimes we just need to get off the dime, but there are a lot of dimes adding up each month and I need to be very judicious about these things.

2) One problem is getting clients to trust freeware, again, on which some commercial offerings are based anyway.

3) It's really tough to get any group of people to agree to use any given bit of software. We can discuss these options here and come up with "best" solutions, but then we have to sell that to clients, and every one of them are different. That usually leaves us with LogMeIn here, VNC there, RDP on this, TeamViewer on that.

4) Because we can't get  critical mass of clients on any one package we can't buy a decent license for any of them. And no client wants to pay some percentage of my licenses for connectivity software - they want to tell me what I'm going to use but using it is my cost of business. That's no dig on any individual company, seriously, that's just a fact of life with which I'm sure most people here including myself would (reluctantly?) agree.

 

I think my situation is fairly typical. For now I continue to use what is agreed upon with each client. That leaves us with a hodge-podge collection of tools, all different versions and capabilities, subject to periodic issues and updates. I've been hoping for a way out of this but I might just have to continue lumping this one.

 

Regards,

T

[Ross Ferris]

Teamviewer will happily work with Windows 8, and Server 2012, and has no problems with console applications.

 

I remain impressed by the product, and like the fact that I just buy a licence and can then use forever to access any number of remote systems. I've also had to use their support services (in Australia), and found them to be very helpful. I even have running on my Galaxy Note II so that in a REAL pinch I can still do support on the road (literally)

 

Indeed, it is also the product that we recommend our VARS use to link to the "Request Support" button in Visage, though they can link to anything really.

[Ross Ferris]

A quick google revealed http://help.theatremanager.com/installing-theatre-manager/teamviewer-remote-support which indicates that Teamviewer CAN be used in a PCI Compliant manner by NOT having installed as a service

[Ross Ferris]

Tony,

 

For around $700 (I suspect $649USD, and less if you use my coupon code) you can get a Business licence for Teamviewer, so compared would take around 2 years to hit "break even" vs $35./mo. You can LEGITIMATELY put the "client" on as many devices as you like, and/or have a customized version on your website that people can download on demand (see top right corner of www.stamina.com.au --> when someone runs this from our website our support team can "see" them on theirTeamviewer dashboard as you can generate a custom .EXE, complete with logo's, disclaimers etc from the Teamviewer website. Our custom version brings up chat window so people can "talk" to us and give us a heads up on their issue before we connect to their system.

 

I also use quite extensively for demo's/webinars, and as well as inbuilt VOIP, you can also record sessions if you want (though I happily admit to using Camtasia for this because of other edit tools)

 

Given Teamviewer is part of GFI Software you would think there would be a high awareness of security requirements, but these are ultimately separate arms that may have little interaction in a real sense

 

YMMV

[SLove]

We use CROSSLOOP for most of our remote clients and @ $69/yr it is much less expensive than TeamViewer.  However, you do get what you pay for.  CL is  slower and sometimes finicky.  CL does allow for unattended connections and file transfers -- I give CL a 3. (out of 4) stars.   We use TV to connect, then download and install  CL, then disconnect TV and use CL.  I feel that is not "totally" in violation of TV's personal use only policy.  Also,  I have many times used CL on my Galaxy Tablet and Phone to do support.  The phone is very slow and a pain to type on, but in a pinch worked to solve customer problem.

So if on a tight budget - use CrossLoop -  if money is no object - get TeamViewer

[Ross Ferris]

Money is ALWAYS an object! Though as you said, you get what you pay for :-)

I have literally today got TeamViewer working on a Linux Server console (has to be running X). Install was just a "click & go" from website, so will progressively be moving clients across to this (rather than things like VNC), because there are some things that are just sooo much easier from the console (like installing, or upgrading D3, so this is going to save me having to be at clients site over the weekend.

I got a Galaxy Note 2 as my phone a while ago now, which I "justified" because I could do remote support .... which CAN be done (in a pinch), but even with this "big" screen I find myself having screens zoomed right in. Looking forward to when the "BIG" holographic Minority Report style screens for the phone (OR watch OR pen) .... THEN remote support will be easier on the go!!