Remote Utilities for Helpdesk

[conrad78]

[Posted with Bryce's permission]

Greetings to everyone from Remote Utilities,

A couple of months ago our program was discussed on this forum. We decided to create this thread so that you could ask us your questions directly.

Remote Utilities is remote control software for system administration and remote support. The program has a subset of features aimed specifically at helpdesks:

• Quick Connect module - unlike the main host module, this can be run without installation and administrative privileges
  
• Customization - embed your logo and welcome text into Quick Connect for your customers to see
  
• Configuring Quick Connect so that it automatically sends connection credentials to the helpdesk technician once a remote customer runs the QC file on their PC
  
• Firewall bypass (called the 'Internet ID') and proxy support
  
• Automatic reverting to port 443 for remote connection when most outgoing ports are blocked on a gateway/ISP level
  
• Unlimited number of remote hosts (for the Helpdesk license)
  
• Gateway Mediation Server which is a free self-hosted server that can be installed on your premises. It's up to you whether to use our global servers for remote connection or the GMS.
  
• One Helpdesk license allows you to establish unlimited simultaneous connections from one PC to many Pcs. In other words, you can multi-task with 1 Helpdesk license - say, open several remote desktops in a tabbed window (our Viewer component has tabs, like a web-browser).
  
• There is no hardware-binding - you can use your license from any number of PCs, provided that (if you have 1 Helpdesk license) that you connect from 1 PC at a time. Again, an example: you can install the Viewer component on your desktop and laptop and add your 1 Helpdesk license at both. And then connect to your customers from any one of them at a time.
  
• No Java RE or .Net is required for the program to run. Though, you'll probably need Windows itself anyway
  
• Powerful MSI Configurator that allows you to create three types of distribution file: Standard file, One-click installer and Quick Connect. Then you can send the file to your customers or propagate across the local network using Windows AD policies.
  
• Free upgrade to minor versions (5.x)
  

General product info: http://www.remoteutilities.com/product/
Internet ID: http://www.remoteutilities.com/product/what_is_internet_id.php
Licensing options: http://www.remoteutilities.com/buy
GMS: http://www.remoteutilities.com/product/what-is-gms.php
Extensive user manuals: http://www.remoteutilities.com/support/user-manual.php

Looking forward to your questions and wishes.

P.S. Please, note that the trial version of the program is fully functional - you can use it for 30 days for free. Download and test-drive it, including the GMS option and see if it works for you.

Thanks!
-Conrad

 

[Secc]

Re: Eneterprise

Hi Conrad,
Just had a look at your product, it looks good.


My needs are as follows:
Connect to mainly home-users for support
Reboot machine (vital!)
transfer files etc
Chat
Customise the customer app with my logo/name
Blank customer screen
InternetID (no firewall configuring for quick access)


As far as i can tell on the website the Enterprise version offers all of these features (and many more).
My usage would be very low at the moment, maybe just a couple of different customers per month at most so my question is: Would the Enterprise version fit my needs? I intend on creating the client app and having it hosted on my website for them to download as needed. I will only be connected to a single customer at a time.

I would of course like the Helpdesk version but its a bit out of my price range and frankly the amount of remote work i do doesn't justify the cost, for now anyway.

Thanks
Secc

 

[conrad78]

Hi Secc,

Thanks for your questions.

My needs are as follows:
Connect to mainly home-users for support
Reboot machine (vital!)
transfer files etc
Chat
Customise the customer app with my logo/name
Blank customer screen
InternetID (no firewall configuring for quick access)

All these features are available in Remote Utilities regardless of whether it is the Enterprise or Helpdesk license.

Reboot machine (vital!)

Couple of words about this feature. This mode is called Power Control in Remote Utilities and it has a lot more options than simply restart. In order to use it, make sure that you install the RUT-Server (in this way it will run as a service that starts with Windows) rather than simply run Quick Connect (which works as an application, not a service).

Let me explain the differences between Enterprise and Helpdesk licenses:

• Enterprise is licensed per PC, whereas Helpdesk is licensed per operator machine (a.k.a. channel)
• The number of remote hosts you can connect to in the Enterprise license is limited by how many licenses you purchase
• The number of remote hosts you can connect to with Helpdesk license is unlimited
• Enterprise license allows you to establish a direct connection (using an IP address or DNS name) as well as the Internet ID connection
• Helpdesk license allows Internet ID-only connection

In other respects they are the same.

Here is a comparison chart remoteutilities.com/buy . I should say that Enterprise and Helpdesk are aimed at two different uses: the Enterprise license is more suitable for network administration, and there are huge volume discounts the more remote hosts you are going to administer (a typical Enterprise customer buys 100+ licenses, and sometimes they order in thousands).

As for Helpdesk license, a typical buyer is a firm that provides remote support to their customers as their main business. Hence, the unlimited number of remote hosts (since you don't know how many customers you can have in a year, or two years etc.).

My usage would be very low at the moment, maybe just a couple of different customers per month at most so my question is: Would the Enterprise version fit my needs? I intend on creating the client app and having it hosted on my website for them to download as needed.

Sure, it's possible with Enterprise. Only in this case the number of remote machines you can remotely connect to is equal to the number of your Enterprise licenses. Say, if you have two customers, you'll need two Enterprise licenses.

I will only be connected to a single customer at a time.

This doesn't matter. We do not limit the number of simultaneous connections from a singe machine (see my initial post, the bullet point about multi-tasking).

I would of course like the Helpdesk version but its a bit out of my price range and frankly the amount of remote work i do doesn't justify the cost, for now anyway.

I understand. Indeed, it's better to use Enterprise if the number of customers is small and the support is provided on a permanent basis to same customers all the time.

 

[Secc]

Re: Eneterprise

Sure, it's possible with Enterprise. Only in this case the number of remote machines you can remotely connect to is equal to the number of your Enterprise licenses. Say, if you have two customers, you'll need two Enterprise licenses.

Hi Conrad,
Thanks for the reply. This was my thinking on remote utilities but just wanted confirmation really. this doesn't really work for me though as theoretically, if 10 different customers download the client software from my site, over a 3 month period, then i would need 10 licenses - $499....... this puts it in the bracket of the Helpdesk license, and would only increase.

Or am i reading you wrong as i thought there was no hardware binding so i was hoping that if the customer ran the client software, i did the work but didn't leave it installed then i could repeat the same with each customer in the future. IF the remote side takes off in the future then i could upgrade to the Helpdesk license.

Thanks
Secc

 

[conrad78]

Hi Secc,

Or am i reading you wrong as i thought there was no hardware binding so i was hoping that if the customer ran the client software, i did the work but didn't leave it installed then i could repeat the same with each customer in the future.

You can do it. That is - you can un-register RUT on one PC and register it on another PC, thus transferring your license. However, you won't be able to use that same license on the old PC for some time (that's sort of protection mechanism).

I also recommend referring to our Help file (remoteutilities.com/support/user-manual.php), section Registering Remote Utilities. There's more information and detailed instructions on this subject.

Thanks!

 

[Secc]

Hi Conrad,
Thanks for the reply. I guess this isn't the one for me sadly. The 7-day wait period is a bit of a killer.
I appreciate your time.

Secc

 

[conrad78]

Info about promotion:

Our partner, BitsDuJour.com is running a scheduled promotion of Remote Utilities on their website for 1 day, 20th of February. This time we agreed with them on promoting the Helpdesk version in addition to the Home one. So if you are willing to buy Remote Utilities Helpdesk with 50% discount you can do so at BitsDuJour. The promotion will be visible right on their home page during the 20th of February.

Thx.

 

[ComputerRepairTech]

Info about promotion:

Our partner, BitsDuJour.com is running a scheduled promotion of Remote Utilities on their website for 1 day, 20th of February. This time we agreed with them on promoting the Helpdesk version in addition to the Home one. So if you are willing to buy Remote Utilities Helpdesk with 50% discount you can do so at BitsDuJour. The promotion will be visible right on their home page during the 20th of February.

Thx.

I was looking at remote options the other day on wikipedia and I saw your product. I downloaded it and tried it for only a little bit because the price was so close to what people pay for teamviewer but at 50% off perhaps I need to take a 2nd look at it. Wasn't it lacking a reboot into safe mode option?

 

[conrad78]

I was looking at remote options the other day on wikipedia and I saw your product. I downloaded it and tried it for only a little bit because the price was so close to what people pay for teamviewer but at 50% off perhaps I need to take a 2nd look at it. Wasn't it lacking a reboot into safe mode option?

We already implemented the 'Reboot in safe mode" feature and it will be available with the next sub-minor update (5.1.3) which is due in a week or two.

 

[ComputerRepairTech]

Nice. What about working on a limited user account and UAC prompts? Is there any way to connect using say...a windows login to avoid losing remote viewing and control in those situations?

 

[conrad78]

Nice. What about working on a limited user account and UAC prompts? Is there any way to connect using say...a windows login to avoid losing remote viewing and control in those situations?

Remote Utilities works under a SYSTEM account and runs as a service. You can log on to remote computer even before any Windows session is started (i.e. you can view and control the Windows logon screen or switch between users).

But it also supports Windows authorization, yes. That's especially useful if you utilize the program to administer hundreds and thousands of PCs in a Windows domain. This is where it truly shines.

Please, note that Quick Connect (which is the same Remote Utilities), unlike the 'installable' version, runs as an application, not a service. Quick Connect was created specifically for those helpdesk scenarios, when the remote user cannot install anything on their PC, and has limited privileges on it.

 

[ComputerRepairTech]

Well I do really want to jump on this deal, is there a money back policy if im not satisfied? I still need to do more testing. I did not find this feature:

Capturing overlay video
This mode allows you to capture video played on the remote computer. Most video players use the video overlay technology to show the image on the screen, which reduces the CPU load and increases the image quality. Unlike many other remote administration programs, Remote Utilities allows you to capture overlay video without disabling this hardware acceleration technology.


How is that done? I saw the one about taking a screen shot every so often.

 

[conrad78]

Well I do really want to jump on this deal, is there a money back policy if im not satisfied? I still need to do more testing. I did not find this feature:

We normally don't provide money back (given that we offer a fully functional trial). But since the BDJ promotion only a one-day one, we wouldn't like to force you into buying. Keep trialing the software for as long as you want and if you like it and are ready to purchase, simply send me a private message here on the forum and I'll give you a personal 50% off coupon.

Capturing overlay video
This mode allows you to capture video played on the remote computer. Most video players use the video overlay technology to show the image on the screen, which reduces the CPU load and increases the image quality. Unlike many other remote administration programs, Remote Utilities allows you to capture overlay video without disabling this hardware acceleration technology.

How is that done? I saw the one about taking a screen shot every so often.

Capturing overlay video (called 'Video' connection mode in Remote Utilities) is a rather redundant mode, and we keep it there only for compatibility with Win XP. We'll probably remove it altogether in future updates.

Taking screenshots is a different feature. It allows you to save a series of screenshots and then see what the person sitting at the remote PC was actually doing on it. We plan to replace that feature with full-fledged video recording in future versions.

 

[conrad78]

Nice. What about working on a limited user account and UAC prompts?

Forgot to answer regarding UAC prompts. Yes, UAC is supported - in that you can see the UAC prompts and they are clickable for you while in remote session mode. You can check it for yourself by remote connecting to a PC with UAC on and trying to do some restricted operation.

 

[ComputerRepairTech]

Forgot to answer regarding UAC prompts. Yes, UAC is supported - in that you can see the UAC prompts and they are clickable for you while in remote session mode. You can check it for yourself by remote connecting to a PC with UAC on and trying to do some restricted operation.

Yeah I see it when im logging in as admin, uac blocks me when the user is standard (as usual), but only tried quick module so far.

Thank you for the offer about holding the discount for me. I appreciate that. Tell me about future versions. Will you guys be charging for upgrades in the future etc? If so how much would you be looking at charging?

Edit: So lets say a person thats logged in as a limited user runs my customized quick module. I connect to them and realize its standard user instead of admin. What would be the best way to gain admin access? I could always just have them change user manually i guess

 

[Xander]

We already implemented the 'Reboot in safe mode" feature and it will be available with the next sub-minor update (5.1.3) which is due in a week or two.

Just want to make sure I'm reading this right: The HelpDesk version costs as much as TeamViewer and there's not even (yet) a fully integrated ability to reboot into safe mode?

 

[ComputerRepairTech]

Just want to make sure I'm reading this right: The HelpDesk version costs as much as TeamViewer and there's not even (yet) a fully integrated ability to reboot into safe mode?

Well with this 50% deal its probably a really good buy. I am curious about those upgrade pricings. Right now thats what I hate most about teamviewer...the pricing of upgrades and the poor features they implement. I know its optional but then its a hassle when theres already a newer tv on the computer etc. Also they have had some really poor response time in fixing issues in the past. Though for right now I am not aware of any current issues.

 

[Xander]

It's your money; spend it how you like. It just seems to me that the two mandatory features of remote support are Reconnect-on-reboot and Reboot-into-SafeMode. Without both of those fully integrated, the product shouldn't even be available for download much less priced comparably with one of the industry leaders.

 

[ComputerRepairTech]

Without both of those fully integrated, the product shouldn't even be available for download much less priced comparably with one of the industry leaders.

Too harsh, but you have a point on the normal pricing however it does have some features that would appeal to a more controlled environment.

Edit: Ahh eHousecalls.ca made me think about something... regarding the previous quote "Please, note that Quick Connect (which is the same Remote Utilities), unlike the 'installable' version, runs as an application, not a service. Quick Connect was created specifically for those helpdesk scenarios, when the remote user cannot install anything on their PC, and has limited privileges on it. "

Does this mean that if I am connected to a client that only has quick connect and I issue a reboot that I would not be able to reconnect to them until they relaunch quick connect manually?

 

[Xander]

Not harsh at all. Those are the two features that I consider absolutely necessary for remote support. If you don't have those, you're just doing "screen sharing" and there are hundreds of free programs that will do that.