suggested this on November 23, 2011 03:43 PM
Sometimes it's useful to control the PC besides getting info or applying remedies.
A built-in (optional) VLC client would do the job.
I agree, every once in a while they call you and ask you how to do "something" but of course to explain over the phone is near impossible at times. So some sort of remote control where you don't need to worry about firewalls etc. would be great.
Right but VNC by itself isn't very easy as you have to deal with ports and firewall issues.
VNC is pants use TeamViewer. No firewall fiddling needed!
Just use TeamViewer for now
TeamViewer has matured over the years it is really amazing. Faster than Logmein.... I use both currently but I rely heavily on teamveiwer....
join.me is easy to use for those not technically inclined. only difference with the others mentioned is that there is no unattended access. btw join.me is made by the logmein people.
i like the fact teamviewer is an app but. please put more functional for teamviewer for our use. scenario: i install teamviewer on customer pc it notifies me that it is ready. then i can stay on the soluto website to use teamviewer. so integrate teamviewer please;)
Definitely - any type of VNC control with user approval or TeamViewer integration would be great.
If you could use Windows own RDP negotiating through an intermediary server would be great, would mean no extra software.
One of the suggested apps does this already so why should it be mandatory?
@Qaz - a couple reasons. First, you're asking users to interact with a 2nd program vs the one they'll start to 'relate' to you helping them. 2nd, it's much easier to deal with support through a single system. Third - for those of us considering Soluto as a commercial system monitoring/maintenance package for residential/small biz customers, TeamManager is not free and thus you'll be paying for two things vs one (assuming Soluto charges for commercial use which I'd suspect they will)
Yes I would go for Teamviewer also.
soluto has a "total revert" policy, when uninstalled EVERYTHING returns to the way it was before soluto was installed (btw: using soluto on a commercial basis, this is a selling point, use of any invasion program would break this policy or else be hell to track and implement a total revert)
third party programs installed (i assume) would still request permission and in doing so would identify themselves as a breach to the total revert policy
on a side note, i am all for allowing the "customer" to prevent the revert, something that i believe i read elsewhere is not scheduled to be implemented. but without such an option, the "middlemen" (us users of soluto) will need a way to put customers on an inactive list. i would never pay annually for a one shot repair and wouldn't ask anyone hiring me to either..... sure,an annual fee for "on call" service is acceptable but paying for on call services next year simply because one paid, and used, services this year is not... next years fee, if any, should only be because one wants current and future services, and never should be a payment to prevent a revert of past paid services
ONCE THE CUSTOMER IS ALLOWED TO REJECT OR DELAY A REVERT... then a third party specialized software can be used as needed in conjunction with soluto without soluto needing to reinvent the wheel
Yeah we need remote control, it's essential for advanced virus and malware removal which is needed all the time. The things soluto offers is great but a remote option would definitely put it over the top and ahead of the competition in many ways.
Thanks for all your comments. The place where we're focusing most our efforts right now is in automating various support scenarios without requiring remote access. I'm sure you all know the advantages of not needing so see someone's desktop to solve a problem. That being said, there are obvious cases where you need remote access, and for that you can remotely install TeamViewer through Soluto. I know this doesn't solve everything. As Mike pointed out, TeamViewer is a commercial system that in some cases costs money and may not suit your specific needs.
What I'm trying to say is that we're very well aware of the need for remote access and intend to tackle it in a better way in the future, but right now we believe our greatest value will come from letting you do stuff with one click from Soluto (whether the PC you're helping with is on or off) that would otherwise take some time using remote access. So if you have ideas for such activities that we could automate/implement please do let us know. You're welcome to share them here or send me directly to me at firstname.lastname@example.org.
Thank you for being involved, every person in the product team at Soluto reads every word written here :)
Chief Product Officer
logmein is what we use for the site we do IT support for. It's been a great tool thus far. I would love to see something similar from Soluto. :]
D.W. Van Hook
I agree remote control is def needed
Agreed with all the above comments, the two things that are stopping me from making use of Soluto right now are 1) lack of OSX support and 2) lack of remote desktop support.
Great potential though!
i agree to all the comments above right now we use teamviewer for remote support
but if i could use soluto for it i would prefer that
Soluto grants you more information about the state of the computer and i just LOVE the gui :)
This would be a nice feature, but it comes with a risk: Letting the Superhero control the PC, and possibly allowing them to see private data of their user, something Soluto itself says would not be allowed to the user. That would need to be revised, or a remote control dialog would need to pop up with a warning that the Superhero would be able to see your desktop and personal information, along with a deny function.
@Daniel - Agree 100% that Soluto techs should never have direct access to a desktop. But like TeamViwer and other VNC variants, allowing the USER to initiate a screen sharing session would be a fantastic feature. We all have to convince users we can't stalk their data before they install Soluto anyway. Having that feature wouldn't make that harder as long as they knew *they* had to initiate.
I use loopt - works well for now - but I agree - true secure - man-in-the-middle remote desktop would be the way to go. VNC has too many known issues as a solution.
Hey Soluto Team, thank you for your wonderful product. i use teamviewer for personal and symantec pcanywhere for business use. If you implement remote desktop, then it would be nice to include unattended access for business use. E.g. we manage the McDonald's network and i wouldn't want to keep the shiftmanager waiting while i have to reboot several times. For personal use, please mention close to the "initiate contact" button; something that says : NEW password, or since you guys are so good in graphics; have a jackpot rolling the password for that session.
Thanks again and keep up the good work.
This is a must-have feature.
Correct, but i think that soluto has to focus on solving the slowness of some computers. Ading this feacture will say that soluto will use more RAM. And truly how many people will use soluto to remote PC's if teamviewer works faster.
Hmm, while I do think desktop interaction is sometimes necessary (though I have managed to guide people over the phone without even being in front of the computer myself), I don't really think Soluto needs to reinvent the wheel if/when they decide to implement Desktop access. In fact, Windows already has all the needed tools available: RDP and/or Remote Assistance.
Pure RDP is a bit "iffyer" when it comes to Soluto's privacy concerns, since you can actually access a completely different session than the helped party is using (not to mention firewalls might be a bit of a problem). Remote Assistance, on the other hand, basically conforms to the privacy requirements that have already been talked about: in its default configuration, only the helped party can initiate a Remote Assistance session, the session is shared by both parties, and everything can be monitored.
I don't know if Microsoft allows third-party software to send Remote Assistance requests, but even if that's not possible, the easiest solution would be to add a context menu option to Soluto's tray icon that would launch the Remote Assistance wizard (with a confirmation dialog specifically stating the user would allow direct access to the machine's files), which would allow the helped party to send a Remote Assistance request via e-mail to the Superhero.
Tottaly agree on this... This would be awesome to have. Either to let soluto install an another software to take care of the remote control, but it would be even better if soluto could have a intergrated Remote desktop pc module :) Looking forward for future updates! cheers
I believe an integrated Remote Desktop module inside Soluto should not be too hard of a task to implement. While I know pretty much nothing about programming, there are at least two possible ways, from my perspective:
1) Just embed either the standard MMC structure (there's already an MMC snap-in available for managing multiple RDP connections since at least Windows Server 2003) or the Windows RDP client in Soluto, though it would look very rough, and the Superhero would need quite a bit extra work to make the connection; or
2) Have Soluto dinamically generate RDP connections (those can be either saved to a file and launched like standard applications or, if memory doesn't fail me, also as shell commands, so it would be easy to implement) from either the browser or the application interfaces, which would automatically launch the RDP Client with the Address, Username and Password fields already filled out.
As it's already been said, you don't need to reinvent the wheel here. Just link different stuff together in a coherent way, and "presto".
Messing around with the RDP structures seems like a lot of work that may create confusion. A simple interface with a desktop icon or bookmarked webpage that generates a one-time use access key/password for the user with access available in-console or via the web for the techie. This creates a simple on-demand only form of security against people's data. I realise in saying this, that creating something like this is far more complex than it sounds and probably on par with what it has taken just to develop Soluto, and I'd much rather stable and working than quick and buggy, so I know this is something that will take a long time to get right.
On another note, due to remote access/desktop viewing creating the largest form of privacy concern within Soluto, maybe a quick easy "Killswitch" button during active sessions for the person receiving help, should the user feel the need to do so.
Just installed this on a couple of computers in the last few days and love it. I do agree that screen sharing would be an awesome addition! Keep up the good work, Soluto!
Yeah add it so I can uninstall LogMeIn :D
I'm also a teamviewer user, but having a web based remote control option built into soluto would be beyond awesome! Pipe dreaming, but a nice option, in my opinion, would be if it could start a hidden session on the client machine.
Hmm, starting a hidden session on the client machine would be completely opposed to Soluto's TOS. They want to preserve the helped party's privacy as much as possible, and a hidden remote desktop session would be a COLOSSAL breach of privacy.
Not to mention anyone caught using said remote desktop session could actually be found to be committing a crime, depending on where you are in the world.
So, not to sound like a meme, but "NO" to the hidden RDP session. :P
something like www.joinme.com (if nothing else can it not just install the joinme app and get the number from it)
You have to have VNC and rdp. This is everything, without remote control, you got a fun... Web app.
You could always use splashtop remote - and client. I use it when my mates has an issue with their computers and around the house. You gain full access including video and audio, works really well.
It would be great to have a option to remote into computers from the web app without having to leave it and use a 3rd party solution such as logmein, teamviewer or vnc. The key to remote support is to prevent us from having to drive to the location of the remote support. Some people can not accuratly describe the problem and remote support is the only/or quickest option.
The key would be to show a notification that a remote session was active to the end user as well as the end user having the ability to disable remote support from the taskbar icon. Perhaps it could be a disabled feature that would have to be enabled by the end user to allow access either for one time or always enabled. The simplier the proccess for the end user the better.
Agreed, Daniel, though to be compliant with Soluto's TOS and "we must make sure privacy is maintained" approach (which is a good one, in my books), any such feature should not only be disabled by default but also only possible to be initiated by the party that requests help. That is why I suggested the RDP/Remote Assistance tie-in. Not only are they features already included in the OS, but they are also mostly user-initiated, especially with the Remote Assistance requests, which even allows the helped party to see what's going on and terminate either the link or the session control at any time.
Here's the link to the relevant Technet article: http://technet.microsoft.com/en-us/library/bb457004
If this app adds a built-in remote client, it's getting uninstalled pronto. I do not want that. I'm concerned enough about being letting your server send commands to modify my computer (i.e., through the web interface).
LogMeIn Rescue isn't a bad option.... Or Bomgar
First of all, Hi every1, i'm the newest memeber...and I was about to add the remote idea but seems it's already in discussion. I have some clients that have no clue about comps they just it to be fixed...driving down there all the time for some small issues it's not so fun.
Thx any way . :)
We have a lot of replies here so I just want to e that a fantastic free solution for remote support is Team Viewer 8. I use it all of the time to repair family and friends PC's. http://www.teamviewer.com/en/index.aspx
This would be the icing on the cake <3
I always use TeamViewer to repair my friends and families computers if I cannot get to them physically. It's a super secure program, does not require disabling the firewall on either system and is quite frankly the top solution for anyone looking to do remote repairs.
@Maya, I'm looking forward to trying this out. I have two friends who need my assistance and would love to see what the alpha build has to offer. Frankly when it comes to Support, I kind of view Soluto as the "dumbed down version" of readily available tools like Team Viewer, Secunia PSI, Glary Utilities, etc. Don't get me wrong because I do like Soluto (running on 2 of my machines as well as one relatives as a testing model) but I dislike the simplicity and lack of depth compared to other options. Add the recent Azure snafu and I just hope you guys find r niche soon.
Would be great if you added similair functionality to Teamviewer. Tried multiple remote desktop programs and they have it down. I would consider leaving them if you could make something just as high quality happen within your software. Great job so far guys.
I'd like to see this implemented as easily and as idiot-proof as join.me is. As far as I'm concerned anything like join.me (with it's almost entirely browser-based functionality) in soluto will make it hands-down the absolute best remote administration tool on the market for Windows. Of course SSH still wins for Linux :)
MayaShoval, thank you for the link and its good to see that major developments for the project are being made!
I'm very happy that it's been done!
But isn't the small blue laptop icon on the right of the screen in the way? and it's a bit hard to control in Windows 8, as it has the corners and the slides...
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