Remote Computer Sharing

Tech Support and Training --- from a Distance

Products: TeamViewer and Ammy Admin

I live in a world of tech support, where being onsite is often not possible. Sometimes I need to take control of a machine to diagnose an error, configure software, transfer files, provide training or demonstrate a process.

Following are two of my favorite products for remotely sharing any computer from anywhere. Both products are free, secure, firewall-friendly, and take only a few minutes for even a novice to implement.

Clients can observe or interact as you remotely drive their computer.

Note: I want to emphasize that these tools are not designed to remotely manage your home or work computer while you are away. LogMeIn is a great tool for that type of application.

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Product #1 TeamViewer

TeamViewer (connects PC's and Mac's). Supporter (person providing support) | Instant Customer - Partner (person receiving support) Note: Administrative privileges are not required (if you select Run rather than Install), as nothing resides permanently on your computer. Note: If you're using a Mac to support a PC (or visa versa), be sure that both parties download the same version (ie., v3 or v4) Note: You may ignore all warning messages that may be triggered by XP or Vista. Supporter: Go to http://teamviewer.com/download, download, then Run the Full Version Contact your instant customer (partner), preferably by phone, to provide additional verbal instructions and support. Instant Customer (partner) Go to http://teamviewer.com/download Run the Quick Support. Instant Customer will view a unique ID# and Password. Instant Customer provides this information to the Supporter. Supporter Supporter simply enters the Partners ID# See illustrations: (example: 164 341 023) Press 'Connect to Partner' and enter their Password. Voila --- you are now connected and support is a keystroke or mouse away. Transferring files is also a few clicks away (either direction).

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Product #2 Ammyy Admin

Ammyy Admin (remotely connects PC to PC) Reliable and user-friendly tool. Quick to setup --- even for a novice! Operator (person providing the support) | Client (person receiving the help) Note: Administrative privileges are not required (if you select Run rather than Install), as nothing resides permanently on your computer. Operator and Client: Go to http://ammyy.com, and click the following button: Hit Save. Then open and Run the file. You may ignore all warning messages that may be triggered by XP or Vista. Operator: Click the Operator tab. Ask the Client for their ID, type it in the box, and press Connect. Client: Client: Click the Client tab. Provide your ID# to the Operator. Press the Start button. Press the Accept button when the operator is connecting. Voila --- you are now connected and support is a keystroke or mouse away. Transferring files is also a few clicks away (both directions).

So which one do I prefer? I narrowed all the recommended products down to TeamViewer and Ammyy Admin. My preference is TeamViewer, mainly because it supports both the iMac and PC. It also appears to be significantly more professional, has a long list of well known corporate users, and offers great support and documentation.

However, periodically the work session may crash (meaning the 'connection' is dropped). One simply reconnects and continues working. As any tech support person knows, it's always nice to have an alternative tool in the bag of tricks. Ammyy Admin is simple and fast so that's my second choice.