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furuno

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Foolproof remote support software? (client end)

I help some users remotely with their Windows and OS X issues.

To do this, remote login software must be installed on the users computer. Obviously I cannot do this. So they have to given instructions over the telephone.  This works well with most users.

However for the remainder, while they can successfully download Teamviewer or ISL, they then get lost and then the it can become
an agonising process. i.e. the software goes to their download folder but they don't know where their download folder is! The fun really begins then...It can take sometimes 20 minutes to help them find it.

Is there a more foolproof way of changing this process?

Outside-the-box suggestions welcome also.

(BTW, I normally use TeamViewer or ISL)
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Irwin W.
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GoToMeeting will work too.  As will webex
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furuno

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Thanks guys.

Some great ideas there.

I really like the TeamViewer suggestion (NappyD) but also the idea of using screenshots / video and the screen sharing ability of  Skype. Thanks Eoin.
Skype is only video shares.  You can't take control.
No comment has been added to this question in more than 21 days, so it is now classified as abandoned.

I have recommended this question be closed as follows:

Split:
-- Eoin OSullivan (https:#a42047287)
-- nappy_d (https:#a42047101)
-- nobus (https:#a42047253)


If you feel this question should be closed differently, post an objection and the moderators will review all objections and close it as they feel fit. If no one objects, this question will be closed automatically the way described above.

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