Many organizations buy DRS for its ability to access their servers. I like to spend time selecting which users have permissions to make the remote connection. Get started by installing the DameWare Remote Support agent. To help you the DameWare MSI Builder guides you through configuring the Client Agent Service with your preferred settings. Then you can roll-out the agent using Group Policy. My colleagues use a button on DameWare's console to take screenshot, I always seem to forget this feature and use the old Ctrl PrtScr to take my screenshots. I encourage the users to take a break while I fix the problem if necessary I can use DRS's wake-on-lan facility if their machine is sleeping or turned off. You can reassure them that by taking control you can get their machine working again. You can explain how you are going to transfer drivers, or employ other techniques that can fix their problem. While I deal with Windows desktops and servers, my colleagues can look after Macs and Linux using this wonderful DRS from the SolarWinds family.Īs you take control of the user's computer, so you can chat with the person about what might be wrong. These days tech support also needs to support laptops remotely, and there are always servers which need checking. I have always liked the idea of dealing with end-users' computers from the comfort of my own desk rather than making that long walk to their noisy, dusty room.

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