For customers with broadband, remote control offers a rapid,
low-cost way of providing support for minor computer problems.
Home Users:
For Windows computers, in order to use our Remote Assistance service,
you will need to download and install a small VNC-based client
program. This program is well-tested, and has never been
known to cause any stability problems with the computer. It does not
replace any system components or the like, and only runs when you
command it to. We use this approach in preference to the
Microsoft Remote Desktop, which is only available on certain
Windows versions, and is less flexible in the way that it works.
Networked Clients:
If we are the main support-provider for the site, then in most cases
the client program will have already been installed, and there should
be an icon on the desktop. (Hint: to access the desktop quickly,
press the Windows key and the M key simultaneously, this will put all
other open programs onto the taskbar.)
On some networked systems (the client agreeing) we may set-up the
system to allow incoming connections from us. This permits us to do
maintenance when the user is away from the desk. In such cases an
encrypted communication channel -generated by additional
software, and providing a second line of protection for the
communication link- is used in the interests of security.
Incoming connections are always announced, and the user has the option
to reject them.
How it works:
Seen from the support-provider's end, the Remote Assistance terminal
will have a window containing an exact image of your own computer's
screen. Mouse-clicks and keyboard entry into this window will
act on the remote computer (yours) instead of on the one acting as the
terminal. To a limited degree, data can also be transferred
between the two computers. Whilst the session is open you will
see a "V" icon in the system tray. To close the session-and prevent any
further connections- just click this icon and select 'close.'
Once done, there is no chance of the client package acting as a vehicle
for uninvited connections.
The client we supply works by connecting outwards from your
computer, to our terminal, on your command. In other words, you
initiate the connection, not us. This has two advantages, one is
that the connection will work through broadband routers which are
set to disallow incoming connections. The other is that the likelihood
of an intrusion is much less than with systems which wait-for and
expect an incoming connection from the techsupport firm.
The client is compatible with the standard Windows Firewall. If you're
using a third-party firewall you may need to make a
small adjustment to its settings to allow the client to connect
out -although in many cases it will work as-is.
Limitations:
It is not possible to remotely continue with an RA session following a
restart of the computer. Thus, for software installs it may be
necessary to ask the client to re-connect the session after any
compulsory restart. Some types of screen cannot be viewed, for example
programs that use DirectX -such as most media players- will not produce
visible output over the link.
Linux Users:
Our RA system is compatible with the KDE Remote Desktop applet, and for
Linux/KDE users it is simply a matter of activating this. The
process is not quite as intuitive as with our downloadable
package, but should not present any major difficulties. In due
course we may provide a prepackaged client for Linux, if demand
becomes significant. For other Linux GUIs you will basically
have to figure things out for yourself, as we tend to standardise on
KDE.
Installation Instructions:
Please click here. (Password required; please call or email for permission.)