Remote PC Support, Troubleshooting

Posted on 2008-02-11
Medium Priority
Last Modified: 2013-11-21
Hello. I'm looking for a tool to help me troubleshoot my clients' computers remotely. I need to be able to connect to the computer easily without needing to ask the client to configure their firewall beforehand, etc. Basically, what I need is something that requires extremely little user input from the client.

I have some experience with www.logmein123.com, which I found pretty much perfect. You direct the customer to this URL, give them a PIN to enter, customer is asked by browser if they would like to run the software. Software is automatically installed and technician gets connected. The customer can see everything the technician does and can end the remote control session at any time. Technician has pretty much full access to the customer's computer.

So, as I said, logmein123.com seems perfect - the only problem is that it's beyond my budget. I don't mind paying at all as long as the price "reasonable" for my usage.

Any suggestions would be very appreciated.
Question by:Julian Matz

Accepted Solution

scottdorsey earned 880 total points
ID: 20867757

There's a free version available however you would have to talk the end user through set up. I've done this many times and find that even people with little computer experience can accomplish it.

Assisted Solution

cedarghost earned 800 total points
ID: 20867758
I use the free version of LogMeIn (logmein.com) and assign multiple clients to one email address. You may also want to try Go To Assist (http://www.gotoassist.com/tr/gg/aw/go_to_assist/g2a_xbetaHylp?Target=mm/g2a_xbetaHylp.tmpl) but I don't know what the cost is compared to LogMeIn123

Assisted Solution

vishal_impact earned 320 total points
ID: 20867771
you can try remote assistance of windows its free and user(assistance seeker) has all need to do is send you a request for assitance and you can use their pc right away if its on same network.
other wise i think the logmein is the best as i am also using the same one you can try though the free version of logmein that are the trial ones.
Free Tool: Port Scanner

Check which ports are open to the outside world. Helps make sure that your firewall rules are working as intended.

One of a set of tools we are providing to everyone as a way of saying thank you for being a part of the community.

LVL 21

Author Comment

by:Julian Matz
ID: 20868230
Thanks for that! Much appreciated. Did not know there was a free version. I'm a little confused though... When I go to logmein123.com, the prices shown there are $99.00 per PC, per month (I think). When I log into logmein.com, there's a link to the LogMeIn Pro subscription, which seems to cost $59.95 per year. What's the difference between the two?

Windows RDP is not an option - it's too difficult even for me to use - I would not expect my clients to try and start it :) Believe me, I've tried. It really doesn't seem to work that well - it's a pain in the butt trying to get a connection.

I've been to GoToAssist also, but cannot find prices on their website. I really hate sites like that - you have to make contact with them to get an idea of the price and then they don't stop plaguing you. It's happened before - I contacted a similar company (remote backups) just to get some infos and they have not stopped calling me, asking was I ready yet to deploy the software, etc. etc.
LVL 21

Author Comment

by:Julian Matz
ID: 20868250
Ok, I think I get it. LogMeIn Rescue is different from LogMeIn Pro. I guess the first does not require pre-installed software.

So how do you guys get your customers to install the software exactly?
LVL 21

Author Comment

by:Julian Matz
ID: 20868253
What I mean is what instructions would you give them?
LVL 21

Author Comment

by:Julian Matz
ID: 20868578
Got it :) It's under "Installation Links" in my account.

Thanks again. Works like a charm. I will most likely subscribe to the Pro or IT Reach version as the price seems pretty fair.

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