Some kind of effective way to offer Remote Support



jepp
07-09-2005, 11:09 PM
I want to do Remote Assistance for a number of clients. They boarder on the
PC-illiterate and I really want to find a better solution than the Ask for
Help scenario. It’s caused me to maintain multiple dummy hotmail accounts and
I still regularly am pulling my hair out just talking the remote user into
successfully asking for help.

There has got to be a better way. I’ve looked at the commercial offerings
and feel they are cost prohibitive. I would never recover the costs from my
clients.

Is there a way I can configure a remote machine (or better yet have them
insert a disk or something) that would allow me to take control of the
desktop? I’m all for security and I’m all for them authorizing my access but
I need something easy and manageable.

I have access to and looked at SBS and terminal services but they seem to
have their shortcomings as well.

Your opinions and horror stories are welcome

Thanks ALL

Sooner Al [MVP]
07-09-2005, 11:09 PM
This solution works over a network in a work group environment...

http://theillustratednetwork.mvps.org/RemoteAssistance/RemoteAssistance.html

If your talking about a domain or trusted domain environment you could use the Remote Assistance
"Offer" functionality......instead of
waiting for the novice to ask for help...

http://support.microsoft.com/default.aspx?scid=kb;en-us;308013
http://support.microsoft.com/default.aspx?scid=kb;en-us;301527
http://support.microsoft.com/default.aspx?scid=kb;en-us;310629
http://support.microsoft.com/default.aspx?scid=kb;en-us;306496

--

Al Jarvi (MS-MVP Windows Networking)


Please post *ALL* questions and replies to the news group for the mutual benefit of all of us...
The MS-MVP Program - http://mvp.support.microsoft.com
This posting is provided "AS IS" with no warranties, and confers no rights...


"jepp" <jepp@discussions.microsoft.com> wrote in message
news:B708819F-45D4-4331-ABE7-D3EC2D702959@microsoft.com...
>I want to do Remote Assistance for a number of clients. They boarder on the
> PC-illiterate and I really want to find a better solution than the Ask for
> Help scenario. It's caused me to maintain multiple dummy hotmail accounts and
> I still regularly am pulling my hair out just talking the remote user into
> successfully asking for help.
>
> There has got to be a better way. I've looked at the commercial offerings
> and feel they are cost prohibitive. I would never recover the costs from my
> clients.
>
> Is there a way I can configure a remote machine (or better yet have them
> insert a disk or something) that would allow me to take control of the
> desktop? I'm all for security and I'm all for them authorizing my access but
> I need something easy and manageable.
>
> I have access to and looked at SBS and terminal services but they seem to
> have their shortcomings as well.
>
> Your opinions and horror stories are welcome
>
> Thanks ALL
>


Some kind of effective way to offer Remote Support