Re: Microsoft support

In article <CE287D61-F4C6-44C0-8F1A-B3F31E146F71@xxxxxxxxxxxxx>,
MedoinEgypt@xxxxxxxxxxxxxxxxxxxxxxxxx says...

Dear All,

I have a very good question regarding technical support.

We are a new Company with 2 locations, but we are in One Network segment.

The Distance between each location is 40 KM, and we are connecting with
Wireless - highbandwidth - and all the 2 location are under 1 segment which
is 192.168.1.x / 24.

the total users in both locations are 150 Users.

all of them ar under our domain which is mycompany.com
=======================================

anyway, this is not my question.

now, if any user require a technical assistant , we used to let him enable
Remote desktop connection on His Desktop and then i used to login remotely on
His Pc, and then do all my work and then let him work.

But sometimes the Remote desktop connection is ot working at all , or
sometime is not let you to connect.

so i have to travle 40 KM in order to solve his Problem. also the user
compalain to me that, he want to see every thing i am doing on his PC while i
am working remotely.

so, i tried before while i had a case opened with Microsft, they let me to
login to this URL: http://www.support.com/ra

and then put user name and password and then start give him a full control
over my PC.

this is done by using Live meeting .

Now i want to implement this in My company but using INTRANET.

so is there any one know any Application should i install rather than live
meeting to assist me in the Technical requests , rather than travle 40 KM in
case of Remote desktop connection is not working ?

thanks

************ REPLY SEPARATER ************
We market a Travel Agency automation system and have used pcAnywhere for years
to provide support for our customers. I have only used Remote Assist a few
times, with the only major problem being that it wouldn't recognize a request
file with a "msr" extension (required the complete extension "msrcIncident").
They basically work the same with pcAnywhere using ports 4631/4632 and Remote
Assist using port 3389, but I find pcAnywhere to be quite a bit more flexible
and requires less end user involvement (this can be a plus and a minus).

The major advantage of pcAnywhere over Remote Assist is that it can be set up
to operate as a service so that it is always operational. The user basically
doesn't have to do anything, and it operates even when the user is logged off.
It contains it's own security system, but when I use it to maintain a server, I
always leave the machine logged off to take advantage of the NT security. If I
need to maintain a different machine on the network, I can set up each machine
to use a different set of ports or I can reconnect from the server (the
machines MUST be set up to use fixed IP addresses). Some of our customers use a
NAT router provided by a reservation supplier (Sabre), and getting the router
set up to properly route the requests can sometimes be a problem, I have yet to
make a physical trip because pcAnywhere could not connect. Even when a server
could not be logged into due to a virus infection, pcAnywhere still operated
and allowed me to get in and clean it up (the virus had wiped out the SAM
database).

The advantage of using different ports to service different machines is that I
can do a port scan on the NAT router to see which machine is listening. When I
am commissioned to maintain the entire network, I usually set up a maintenance
account on each machine with my own password and classic desktop, because the
XP "Kiddieland" desktop confuses me to no end.

J.A. Coutts

.

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