Remote Support Tool Kit

[gadz00ks1]

Greetings everyone,

We've had a thread about Tool Kit contents but, we have not discussed what one needs to include in a "Remote Support Tool Kit"

Some thoughts that come to mind for me are;

Remote Support w/ File Transfer
Batch files/scripts for system performance (Defrage/Cleanmgr)
Password revealers
Anti-Virus SW
Anti-Spware


Im still brainstorming. What are some of your ideas?

[Crgky127]

One of the first things to do is make sure that ultravnc or whatever you are using starts as a service automatically, and then make it so that a user logs on automatically. There may be a tool out there for this, but I've always done it through Run 'control userpasswords2'. This way you if you need to do a restart, you don't need the client to do anything.

If your remote program doesn't support it (or even if it does because sometimes they are crappy) have instant messaging or perhaps Skype installers ready.

Portable Firefox setup the way you like it, and with bookmarks to useful sites. Because this is over the internet anyway, you will probably download a lot of what you need. Having said that, for common downloads that you have to jump through hoops for (wait 30s for download button etc) you it is worth it to have them (latest version!) on your system to transfer rather than downloading from the original site.

As with on-site jobs, anything that makes it faster (portable apps etc) is welcome. But also, anything that can make it more set it and forget it (bundling things together so that they will run automatically one after the other etc) is more important than with on-site (like it is with in-lab jobs).

With remote jobs, you don't have to worry about the toolkit as much as on-site, because you have access to your lab, and the internet. However, it's a good idea to do the remote support from a computer that doesn't have much. By that I mean only has free software, not your mp3 collection or licensed software, this includes external drives. Call me paranoid, but I think techs need to avoid being accused of file sharing more than regular users.

[Nathan H]

Never thought about it, but it does seem a logical progression, i'll give it some thought and post later.;)

[hawks5999]

and then make it so that a user logs on automatically. There may be a tool out there for this, but I've always done it through Run 'control userpasswords2'.

TweakUI from Microsoft (http://www.microsoft.com/windowsxp/downloads/powertoys/xppowertoys.mspx) will allow you to setup the autologon you mention. it also has some other great features you can set - most notably to me is changing file search to a much more simple and robust interface (no dog!)

XP only. No Microsoft produced TweakUI for Vista (yet)

[Nathan H]

I use these Command line scripts

"C:\Program Files\Spybot - Search & Destroy\SpybotSD.exe" /autoupdate /autocheck /autofix /autoclose /autoimmunize
This Runs Spybot S&D; Automatiaclly Updates itself, the runs a check and repairs anything it finds, it immunises it's self then closes - cool eh!
************************************************** **********************************************
Windows Defender Command Line Utility: Updates then Scans
mpcmdrun.exe -SignatureUpdate -Scan
************************************************** **********************************************
Ad-Aware 2007: Automatically Updates then Scans
"C:\Program Files\Lavasoft\Ad-Aware 2007\Ad-Aware2007.exe" +update /full +auto
************************************************** **********************************************

I think it may be better to have these setup as a batch file, but i'm unsure how to go about creating it.

Also use ATF cleaner (Less than 50KB) to remove junk files before doing any scanning.

[jfelder]

It isn't free but it works NTRsupport. I used it at my former job they made me an offer to work for them now I do. It's an awesome solution.

[tkrabec]

SIW from gtopala.com
very nice, I've used it on a few machines. I need to get the paid version, to support the author.

[justpcsupport]

Here is my Toolkit this is primarily all we do:

First off Picking the right Remote Support Client Makes all the Difference when it comes to background support Meaning (Un logged in/Late night Repairs)

I like in no particular order
UltraVNC
Logmein Rescue / IT Reach
and
NTR

They all have their Positives and negatives try to find one that has the ability to boot to safemode with Networking.

After you have your remote Support Client

The Tools:

First and Most important Tool in my arsenal isn't really a tool at all.
Many times we have to do research to solve a problem and from a customers point of view they see their computer just sitting their doing nothing the entire time they are watching the clock because they are paying by the hour/minute.

So in our case we have a simple Application that runs on their desktop showing the status of what we are doing with a little animation.
ie. It says Researching problem.....
and we just change the status as we start to work on different aspects of the issue.

This has been a life saver when it comes to customer perspective.

That being said back to the list.

All the standard onsite Tools, such as Hijack this, Adaware, Spybot, etc...

some great batch scripts can be found here.

http://www.microsoft.com/technet/scriptcenter/default.mspx


Another Great Tool we use for scripting is Autoit

http://www.autoitscript.com/autoit3/

Another tool we use often when time isn't crunched is
Microsofts unsupported virtual CD-ROM program.

With a little work you can setup a Remote Connection to your ISO'd CDRom Library and use that guy to load up and CD's that you may need on their Computer. keep in mind though unless it's on a LAN it tends to go Pretty Slow.

Another Great Tool to have in your arsenal is Thinstall, (however it is pricey, Real pricey but if you can afford it well worth the money.) Thinstall lets you do Full installs of Applications and then use them without leaving a fingerprint on their pc's and packages it all into a single package.

This last one takes alot of work before the issue occurs but it has been a life saver from time to time, and that is You can setup on Per PC Basis, a bootable Windows PE Environment which then can load up your Remote Support Software, which then starts up a Vmware Player Console allowing you to trouble shoot Bootup Issues Remotely. THIS is very slow, but when in a pinch its really nice to have.

And last but by far the most important tool I think is some sort of calling card software, So if they ever have issues in the future you can tell them to simply double click an icon and it will connect or email or contact you in some way and helps keep your customers for life.

[gadz00ks1]

...we have a simple Application that runs on their desktop showing the status of what we are doing with a little animation.
ie. It says Researching problem.....
and we just change the status as we start to work on different aspects of the issue.

This has been a life saver when it comes to customer perspective.



Thanks for the great insight..would mind expounding on this application that runs on their desktop? How does it run and display "Researching the issue..etc" and yet you can see to troubleshoot issue?

[justpcsupport]

It's a small window that is always on top about 200px by 75px. As for Research, We never do research on a customers computer It is always in a browser on our computers so many times their computer is just sitting their do nothing in their eyes.

Also We Us Logmein IT Reach (Not Rescue Service) to do all of our Remote Support and It Has a Pleathera (Probably wrong spelling) of Tools that can be run in the background without the Desktop Screen Showing any signs of use.

Not to discourage the other two that I mentioned because they are still very good products, just logmein suits are needs a little better.

Also Our tiny app connects to a webserver to get it status updates. Someone with very basic programming skill could create it It's basically simply a small webbrowser in a window, shoot for that matter if you look up .HTA they will do that exact thing without any Desktop Programming (However I'm not sure if they are still supported in vista, or in 95).

If you would like more specifics then this feel free to PM me.

[kaspiahn]

I work at a bank and we use Bomgar. An appliance based remote support tool. It is secure and very functional. One of the things I like about it is the different ways you can access a users PC. We used to have VNC but needed a secure solution. Check it out here.

http://www.bomgar.com/remotedesktopaccess/b200.htm

[Mirza]

I use Bomgar myself its great but pricey. Here are some remote support software/services I had encounters with:

techinline.com
crossloop.com
teamviewer.com

there are few more when I think of it I'll post it.

[techoftheday]

I'd say the best services mentioned are Techinline (www.techinline.com)and Teamviewer (www.teamviewer.com). Teamviewer is about double the price, so I find Techinline to be the "better bang for the buck". Although it's not as fully-featured as Webex, Citrix, or LogMeIn, it's more than enough for day to day remote support that I provide

[GreyWolf]

Found this script on the web might be useful to some of you...

Create... Clean1.bat with the following... :

if not exist temp goto notemp
pushd temp
for /d %%j in (*.*) do rd /s /q "%%j"
del *.* /q
popd

:notemp
if not exist Tempor~1 goto :eof
pushd Tempor~1
for /d %%j in (*.*) do rd /s /q "%%j"
del *.* /q
popd
:eof

>>>> Then Create Clean2.bat with the following...

pushd %allusersprofile%\..
for /d %%i in (*.*) do (
if exist "%%i\Local Settings" (
pushd %%i\Local Settings
call c:\Clean1.bat
popd
)
)
popd

>>>>> Once you created both of theses files save them in the root and run : "Clean2.bat"

What this will do this will clean the temporary files on all the profiles on the machine (As long as you have admin rights)

P.S: I didn't create this script but it works very well and I am sure some of you can add to it to improve on the functions of it...

Shawn

[Nathan H]

AdvancedComputerGroupInc

Thanks man.

[compupane]

For my remote support, I use Advantig's OneClick which is based on UltraVNC and allows for reboots and "Safe Mode with Networking." You can even include any files or tools you want in the initial EXE that the clients runs and extracts them to a folder on their hard drive. It comes bundled with a utility called WebStart which downloads & runs any specified file from your server without opening any Web browser. So, I place an icon on client's desktop (my phone number is included in the icon's label) which will download & run the most recent version of my OneClick module. My clients absolutely LOVE the simplicity if it.

OneClick costs like $99.95 for unlimited tech seats for one company, and the author provides frequent updates at no extra costs (we're eagerly awaiting version 2.0 currently). I bought it last year when it was $49.95, but I'd definitely pay the $99.95 as well.

--
CompuPane, LLC
"We protect your 'Windows™!'"
Making technology work the way you think it should!
Kevin Berg, Owner
707 37th St. SE, #38
Auburn, WA 98002
Phone: 253-929-6493
Cell: 206-246-5693
Fax: 206-888-4668

[pmcross]

i use TeamViewer from teamviewer.com and logmein, the nice thing about teamviewer is that the user does not to be a local admin and there is o software to install.

[pmcross]

give log me in free or team viewer a try, they are both free for non commercial use and work very well

[iptech]

I use ShowMyPC (http://showmypc.com). It's a little slow but based upon proven and reliable technology that requires no install either end.

[cmonova]

This doc covers different remote packages out there depending on what you are intersted in:

http://computerrepairbusiness.net/remoteoverview.html

[jamesejr7]

Going back to one of the first few posts about having a small window that shows clients you are working on their PC remotely in the background is a really good idea. With that being said, it gave me an idea to do something similar. I'm sure we all have seen it when we install software like Adobe Photoshop, Microsoft products, Quickbooks, etc. where during the installation process the window displays some tips and solutions in which case can sell even more service. Kind of like advertising with information while working :D

[Nextora]

I use Bomgar (formally NetworkStreaming) for my remote connect software. I have been using it for years and am extremely happy with it. As far as the rest of the software I just use my normal tools once connected. Bomgar even allows you to reboot a computer into safe mode (the client must be present, you can't do it unattended for safe mode). It isn't free but the time I save with it more than makes up for the cost. They license it per technician so you can install in on an unlimited amount of computers.

[layoric]

Also We Us Logmein IT Reach (Not Rescue Service) to do all of our Remote Support and It Has a Pleathera (Probably wrong spelling) of Tools that can be run in the background without the Desktop Screen Showing any signs of use.


Do you have the client install the logmein software, then you remotely uninstall it to finish? I'm just curious on how to possibly utilize this service as inexpensively as possible, since I see that they charge per PC. Wondering how it gets removed from the client and if their service gives problems reinstalling on the next client's PC.

Layoric

[Keck]

www.zolved.com free and very easy for client to start

[justpcsupport]

Sorry it tooks so long to get back to you but here it is.

Do you have the client install the logmein software, then you remotely uninstall it to finish? I'm just curious on how to possibly utilize this service as inexpensively as possible, since I see that they charge per PC. Wondering how it gets removed from the client and if their service gives problems reinstalling on the next client's PC.

Layoric

Their are 3 ways that I am aware of to have them install.

1) It Reach supports Deployment. Send them a link or email, they run it, autoconfigures (most of the time) for your account.
2) Logmein Free - With customized msi file (Great article on how to do that somewhere on these formus)
3) In my case when It reach isn't neccessary we use an autoit script to automate the install of logmein free.

As for uninstallation, we wrote a simple batch script that uninstalls the software on a timer and clears out temp folders etc...

Uninstall could be as simple as
Msiexec /uninstall logmein.msi /quiet

full list of msi commands can be found here:
http://msdn.microsoft.com/en-us/library/aa372024(VS.85).aspx



Hope this helps.

[etardif]

It is hard to get the best solution at better price.... I would like a solution that i can connect withtout the end user intervention, I use VNC and dyndns but long to configure. How many connection we can have with logmein free ? ìt reach semms very good with all the tools but very expensive !!! :(