Experts pore through the options available to service providers who want to access customer desktops to provide technical support to small business users.

[July 9, 2004]

On the ISP-Tech list in June, TS posted a question:

Hello there,

I am opening a business that offers computer and network support to small and medium size businesses, and I would like to do most of the work remotely from the office.

Do any of you have experience or suggestions with remote control software. I have checked out remotely anywhere, but then I came across NetOp Remote Control. Anyone know this product, and if it would be sufficient for my business?

Thank you for your help.

[MH wrote] "We use DameWare which is part of the NTUtils package."

[CM recommended] "We use Remote Administrator v2.2 for Win9x/ME/NT4.0/2000/XP. We use it every day for remote administrator purposes and it could be found here. Licensing is cheap."

[JM said] "For Windows 2000 Server, Windows Server 2003 and Windows XP Pro, you can't beat Terminal Services (a.k.a Remote Desktop) for remote admin. It has built-in session encryption and has worked flawlessly for us. There are only a few things you can't do, since you get a 'virtual' desktop.

For all other operating systems, including the older Windows OS's, one of the flavors of VNC will do the trick.

One concern with any of these programs for remote support, though, is that your client needs to open their firewall. Ideally you should use them over a secure VPN tunnel or use SSH. Also, I don't believe any of these permit you to 'watch' a user while they use their system, if handholding or training is the type of support you're considering. I know the XP Pro remote desktop takes control of the machine and doesn't permit a user to even be using the machine simultaneously. Terminal Services for Windows Server OS permits two simultaneous admin connections, plus (I believe) a console operator can be using the machine at the same time, each with a separate desktop session."

Several respondents had suggestions for remote control solutions that enable "handholding" quality support.

[ST suggested] "I really like Timbuktu by Netopia. The main reason is that it is cross platform capable with both Mac and Windoze. I have been using the product for about 5 years now and it is extremely stable."

[JK added] "You can also use terminal services if the machines are windows 2000 or XP machines."

[BR noted] "VNC will let you; the remote and local user 'share' the desktop, mouse, keyboard, etc. I have used VNC for remote administration of someone's Windows box at the other end of a dialup—not a recommended configuration, but it does work. For this, you'd need TinyVNC. For the admin-over-a-wet-string, that is..."

[GW enthused] "NetOP can do this, allowing you to show the user what to do and look at what the user is doing. NetOp can also take an inventory of the user's computer and transfer files back and forth.

I have used NetOp to rescue a remote Win2K server when both terminal services session were hung.

I have found NetOP to be faster and more stable than most other remote controls I've used. The only thing equal is Terminal Services, but then TS doesn't do an inventory and transferring files requires a resource kit add in."

—End