Tools for Remote Support Sessions

[TLE]

Now that I have a TeamViewer licence I am looking to build up a toolkit using Dropbox for the purposes of remote support.

Do those of you who do remote support just use your standard tools from your USB drives or have you found any specific tools trailered to Remote Support.

There are obviously a few tools which cannot be run without the clients help, or that are not really suitable for Remote Support such as Combofix, TDSKiller, Old Timer Temp Cleaner, rkill as many of these kill off the remote support software or are a little risky to run remotely.

Interested to hear in what everyone uses or methods of getting around the processes from being killed off such as CFScripts for Combofix.

So far it looks like I will be using my standard toolkit.

TLE

 

[wtigger]

if you disable the "real time" scanning from the virus scanner BEFORE running Combofix, you shouldn't have any problems, and Combofix alerts you to this anyway...

I've used this with Teamviewer and had no problems in the past... If you have Teamviewer set to run at boot time anyway, you can do a lot...

 

[kevinjhaag]

Remote Support Tools

I use teamviewer too. I've been thinking about this for a while now and have been coming up with ideas to implement tools better for remote support. Basically you use the same tools you would use as if you had the machine there in front of you by using a usb flash drive or dropbox. But I've been designing a gui interface to help run and automate tools on the computer. Somewhat like a toolbar with buttons. Each button will have a function. Say you want to for instance run sfc. With a click of a button that would be done for you. Or if you want to run a make a quick system restore point, then a click of a button will do it.
What I need to do is reduce the size of the toolkit because it can be alot to transfer over to the computer. I like running all my tools from a local folder on the computer. But thats what I'm doing in my idle time around the shop besides reading posts on Technibble... LOL. Talk to you later and take care.

Kevin

 

[TLE]

I've used this with Teamviewer and had no problems in the past... If you have Teamviewer set to run at boot time anyway, you can do a lot...

Thats a good point, When I gain access to the PC I could add quick support to StartUp for the duration of the remote session, that way it will always start again.

 

[Martyn]

Thats a good point, When I gain access to the PC I could add quick support to StartUp for the duration of the remote session, that way it will always start again.

I think you connect automatically if you instigate the restart from TV, mine has anyway. I just straight back to the login screen

 

[TLE]

I think you connect automatically if you instigate the restart from TV, mine has anyway. I just straight back to the login screen

You are right Martyn, I am thinking of those instances where an application forces the restart and not Teamviewer. So I am now thinking about adding Teamviewer to the start up folder, and having a secure default password set in QuickSupport as the ID doesn't change. Once I am finished QuickSupport can be removed from the start up folder. The less involvement the client has the better.

 

[kevinjhaag]

I think you connect automatically if you instigate the restart from TV, mine has anyway. I just straight back to the login screen

That's what I have experienced too. When you have TV restart the computer, on boot up it will automatically reconnect. But there are cases where it might not. But if you fully install TV to the computer; it installs it as a service if you enable it to startup with windows. That way say if it happens to restart due to a update on its own then it will be ready for you to log back in after it reboots. My experience with TV has been exceptional well compared to other remote software. It would be nice if they would just build a few quick tools into it. Things that are done very often. One I would like is a built in timer. I would like for it to keep track of a connection to a machine even if it was multiple sessions to it in a day or two. Like per job basis. I know if you use the TV manager it does keep track but it does it by session. So if you restart a machine and log back in then that is a new session. But it helps to keep track of your time and connections.

 

[atlanticjim]

I have been thinking about this too, creating a toolbox to transfer to the clients machine.

I think what I would actually like is a self-extracting 7z archive that would unpack silently and create a folder in the root. That way the tools are there, preferably the portable ones that dont need installation and they are basically invisible to the client. And they remain there for future remote service calls.

 

[Xander]

This is largely what I already do. Off the root of my flash drive (mirrored on my HD as my Y: drive), I have folders for Cleanup, Maintenance, Disinfect.... When I'm doing an eHousecall, I have most of them Zipped up and just transfer them over. A couple of those files are scripts that will download the most recent versions of some files but the majority of files are pretty static overall.