Playing the role of Help Desk

[UptheMiddle]

I have a question for all you guru's:

Being that I'm the most knowledgeable computer person amongst my family and friends (scary thought), I'm constantly asked to help out. This is fine except many of them live some distance away and I can't freely travel because of having a young child. So, my question for you folks is:

Do any of you use Microsoft Netmeeting to take over a remote computers desktop so that you can look around and do things? If not, is there a better way of achieving this? My biggest problem is having to help an inexperienced 'user' (read: family member) around in their own computer. Its incredibly frustrating for both parties involved.

 

[JackMDS]

This is considered by many as very good solution to take over Remotely control Computers through the Internet for Helpdesk purposes.

Link to: Ultr@VNC - Installation, and Settings

:sun:

 

[zodder]

If they are running XP, you can try using Remote Desktop. You can also have them install WinVNC server on their machine and use that as well. I do the same thing for my family and have had great luck using WinVNC. I just call them, ask them to do an "ipconfig", then connect to that ip.

 

[UptheMiddle]

Outstanding! Thanks JackMDS and Zodder for the info and link....I'll definitely look into these apps.

Its a pain in the behind trying to troubleshoot someone's system when you have to explain things like where the Start Menu is!!!

 

[WannaFly]

as zodder said, if using XP you can use Remote Desktop or Remote assitance, which is located in the advanced tab of the system properties. VNC will work also, but if they are behind a router then a port will most likely have to be opened, and if they are on dial up that probably wont work well, as where RD would.

 

[JackMDS]

Originally posted by: WannaFly
as zodder said, if using XP you can use Remote Desktop or Remote assitance, which is located in the advanced tab of the system properties. VNC will work also, but if they are behind a router then a port will most likely have to be opened, and if they are on dial up that probably wont work well, as where RD would.

Hmmm. Remote Desktop does not need port opening?

 

[WannaFly]

Originally posted by: JackMDS

Originally posted by: WannaFly
as zodder said, if using XP you can use Remote Desktop or Remote assitance, which is located in the advanced tab of the system properties. VNC will work also, but if they are behind a router then a port will most likely have to be opened, and if they are on dial up that probably wont work well, as where RD would.

Hmmm. Remote Desktop does not need port opening?

I might be wrong on that, havent tried it in a home environment in a while, but I didnt think it did, it uses port 3389

 

[Looney]

Originally posted by: UptheMiddle
I have a question for all you guru's:

Being that I'm the most knowledgeable computer person amongst my family and friends (scary thought), I'm constantly asked to help out. This is fine except many of them live some distance away and I can't freely travel because of having a young child. So, my question for you folks is:

Do any of you use Microsoft Netmeeting to take over a remote computers desktop so that you can look around and do things? If not, is there a better way of achieving this? My biggest problem is having to help an inexperienced 'user' (read: family member) around in their own computer. Its incredibly frustrating for both parties involved.

What are you doing that you need to 'take over' their computer? I help hundreds of people over the phone everyday, and i don't ever feel the need to actually have a hold of their system. If they say they can't dial into their ISP, i'll ask them what the exact error msg is. If it's a modem issue, i'll walk them through to the control panel, then to the modem section, and see if it's a driver issue. Just take everything one step at a time, assume they don't know anything, so describe everything in details (to make a short cut, you would tell them to RIGHT click on the icon, then LEFT click on Create Shortcut... instead of saying 'make a shortcut of soandso).

 

[Steve]

Sometimes it's just easier and faster. I work helpdesk and every week I get calls from people who don't know what/where the following things are: Start menu, Control Panel, My Computer, Taskbar.

 

[UptheMiddle]

Originally posted by: sm8000
Sometimes it's just easier and faster. I work helpdesk and every week I get calls from people who don't know what/where the following things are: Start menu, Control Panel, My Computer, Taskbar.

This is exactly the reason. I've been drafted for many things like setting up printers, use of software like MS Word/Excel/PowerPoint, installing/uninstalling programs, etc...

Walking through previous releases of software apps is very trying when you yourself have a more recent release.

Thanks for all the suggestions.

 

[imported_Phil]

Originally posted by: WannaFly

Originally posted by: JackMDS

Originally posted by: WannaFly
as zodder said, if using XP you can use Remote Desktop or Remote assitance, which is located in the advanced tab of the system properties. VNC will work also, but if they are behind a router then a port will most likely have to be opened, and if they are on dial up that probably wont work well, as where RD would.

Hmmm. Remote Desktop does not need port opening?

I might be wrong on that, havent tried it in a home environment in a while, but I didnt think it did, it uses port 3389

Correct. I had to forward that port on my router.
And yes, it is a much better way of looking at problems.