Gaining access to remote users laptops

[tookawhile]

We have a couple of laptop users who work from home, one running XP the other Vista - they use VPN to access our file server, all works OK.

Now, occasionally they have issues with there laptop, so I would like to gain remote access to their laptop, I've briefly tried remote access but it didn't work, maybe firewall blocking at their end?

The upshot is that I need access to their machines - are there third party apps...or what is the best way of achieving this?

 

[jrbarnett]

Either use Remote Desktop (on XP its start -> right click My Computer -> properties -> Remote -> tick "Allow Users to connect remotely to this computer) and you can then RDP into it just like you would a server.

Alternatively, install a VNC server on the box and connect to it.

Never used a Vista machine but imagine it would be similar.

John

 

[lhuegele]

We use Dameware Mini Remote Control to remote into users computer both in the office, and remotely over the VPN. It's better than remote desktop becasue you actually remote into the session they are using so you can see exactly what they see and they can watch you as you help them out. It's also good for training users.

Our campus has 3 spread out buildings so this Dameware tool has helped minimize the number of trips out to the users cubes or offices a great deal.

 

[jrbarnett]

You might also be interested in thread655-1375737.

John

 

[tookawhile]

Dameware looks interesting, I will check it out.

jrbarnett...interesting link, lots of real world info there.

There are only 3 users to support, they are in the US, I'm in the UK, however we plan to expand in the US so I'm seriously considering a contractor as a possible option for the future. Unfortunately, until then, the headache is all mine!

 

[jrbarnett]

I'm in the UK as well. With my own employers situation, most of the offices are within 10 minutes walk of my office.
However, we do have some overseas sites in parts of Africa where even a 56K modem connection is a luxury. Providing IT support to these sites is problematic.
Sometimes we just have to wait for email problem reports and get provide as much help as possible via email.

For serious problems, or if there is a lot that needs doing, somebody will fly out there and try and do lots of things, plus give everything a once over.
We have things like CDs for installing Windows updates and service packs or other software updates for those sites, when an internet installation is not really feasible.

John

 

[ATLMatt]

I'm sure you have, but just to double check, is remote desktop enabled/allowed on the remote users machines? Also is the Windows firewall enabled on their machines?

Something you might check out is Hamachi for the VPN access from you to the user, and VNC for the connection. Both are free, and Hamachi will solve some firewall issues.

 

[RCorrigan]

For remote issues we use a product called GOTOASSIST ... citrix technology ..... user goes to a web site, allows a file to run and Bob's your Mothers Brother !!!!!

Also there is LogMeIn Rescue -- worth a look.

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