#30: Remote Computer support the easy way

One thing I need when supporting users with their computer problems is to be able to see what's in their computer screen.

Having supported users all my computer life, it's a nightmare when talking to a user on the phone. Users can't seem to explain what's wrong (the reason why their calling). Just a simple question like "what's on your screen?", "what where you doing when this happened?", or "Do you have network connection?" sometimes won't even help.

But this was before I used remote access software. Using these software enable you to take control of a user's computer as if you are sitting in front of their computer. Of course this only work if the computer with the issue has still network connection.

I use two remote access software. One is RealVNC and another is a service called logmein. I used them differently.

I use RealVNC when I'm located within our internal network and use logmein when am out of the network (e.g. the internet). Although RealVNC can be configured to be able to connect from the internet to your network, logmein is much simpler to use.

I also use remote access in my desktop computer at the office to have access to my files anywhere I go or check the security camera monitoring our data center. What a convenience!