Remote support program that blanks customer's screen?

[Larry Sabo]

A colleague is looking for a remote support program that is capable of blanking the remote user's screen while he does his magic. I haven't been able to find which remote clients offer this capability.

He further would like to be able to work on the client's hard drive with data recovery tools as if the drive were connected to his own computer, rather than have to install the recover program on the client's computer. I suggested a VPN might meet that need but I know nothing of setting up a VPN.

Suggestions?

Larry

 

[Slaters Kustum Machines]

TeamViewer allows you to blank the screen, but I am not sure about the direct connection.

 

[Mike McCall]

SplashTop will allow you to blank the screen, and even lock out their keyboard. Haven't seen anything suggesting a direct connection. Will likely have to install/run software on the client machine.

 

[300DDR]

Screenconnect does this also. "Miscellaneous" -> "Blank guest display." Not sure about the 2nd question.

 

[ajm]

Logmein can blank the screen as well as disable keyboard/mouse. But not aware of the data recovery direct connection unless software installed directly on remove PC

 

[CTL]

I think Logmein can do both of these. I haven't use Logmein in years, but I thought there is an option to show the remote drives on your computer.

As far as how stable it will be to run software on a remote drive is another question.

 

[nlinecomputers]

Data recovery on a machine that is running??? Don't expect much luck with that.

 

[Larry Sabo]

Thanks, guys! It's just logical recovery, not physical, so not such a big deal with the drive slaved to a fully-functional PC. My colleague already does physical recoveries, for which his client delivers the drives. These are supplemental recoveries he would like to use his recovery tools on remotely, if he can get the recovery tools "direct" access to the drive from his shop-based PC via a VPN or other means. That's going to be the hard part.

 

[lcoughey]

If I want to do things privately, I use Linux command line via SSH tunnel back to my lab.

 

[MudRock]

I was about to go on about blanking the screen being trust-breaking, but in this instance, it may be a good thing as that his procedures may be proprietary. What I've seen done MANY times in this instance, is providing the client a *nix-based distro that's been built specifically for the needs of the recovery specialist. Linux is far stronger for logical recoveries, BUT requires skill as opposed to someone else's software. But I'm guessing that is why he wants the screen blanked and not to install the software on the client's computer, to prevent the client (or potential competition) from just downloading the software themselves.

I know it's off-topic, but I'll discuss screen blanking here. I don't know about other areas, but if I blanked a client's screen here, it would be trust-breaking. Most of my clients out here I know that they wouldn't understand anything I was doing. The only reason I may blank it was for a client who was prone to making notes or following along and then fooling in that area later to break things badly; These cases, I simply inform them that I don't recommend them getting into that area, and I note file times and such in case.

On that note: The discussion rages on about the best remote software, and one day I'll post and start that conversation again. I'd really like one that is keyboard/mouse is disable-able on the remote computer because people don't seem to get 'don't touch the keyboard mouse please.'

 

[Larry Sabo]

Thanks for your thoughts, MudRock. I agree with you about screen-blanking causing trust-breaking. It's not something I would entertain myself. Blocking the remote mouse/KB can be problematic if the remote program doesn't get past UAC or strident A-V programs (like Kaspersky) sometimes. I've one client (and another this morning) where I have to ask the client to click some "Accept" buttons, but I intend to get to the bottom of that one day. One of my clients has Parkinsons and it can be a challenge trying to do things with the mouse taking on a life of its own, and getting him to enter passwords without typos. Other than him, I normally don't block the remote's KB/Mouse--I just ask them to not touch them unless I ask.

 

[ComputerPro]

ScreenConnect does blanking and we use it every so often. Didn't fully understand the 2nd part of your question but Lantronix has a small IP KVM called the Spider that does BIOS level access to machines over IP. A little pricey but most IP KVM's are. Not sure if this is what you were asking for..

 

[Larry Sabo]

Thanks, Terry. I'll look into that IP KVM. Just to clarify the second part, he's looking for a means to use software that's installed and licensed only for use on his own PC to recover data from a hard drive or flash card that's attached/connected to a remote PC. He cannot install his software on the remote PC to do the job, and he hasn't physical access to the drive to connect it to his own PC (unless the customer ships it to him, which is just not feasible for the recoveries he has in mind).