Showing posts with label support. Show all posts
Showing posts with label support. Show all posts

Vista Desktop Resource Monitor


Just click on any of the graphs to expand the related section for more information.

Vista has some surprisingly interesting and sometimes useful new features. One such feature I stumbled across is the desktop resource monitor. This is a nifty little tool whose access was added through task manager. Task manager is a tool I use religiously on every desktop I operate and even those that I don't regularly use but I'm in a position to have to clean up malware or other bad programs or solve other problems. In fact, I have task manager running minimized at all times on my computers (hide to tray option) to enable me to watch CPU usage on my desktop or laptop.

One of things that I have found in Vista to be useful but required third party monitoring type applications on XP for the same purpose is Vista's resource Monitor. A nice step beyond just task manager, Vista's desktop resource monitor reveals more information in an instant that can be useful for those of us that need that kind of information. Information such as what programs are communicating on the network and with what remote computer. Although there are command line tools in both XP and Vista that can display a list of applications that are listening on the network and also talking, having this information at the ready through a GUI interface I find to be much more handier.

Though not common, a useful effect of having it in GUI form through resource monitor is if there is a need to show a regular user some information about their computer, they will understand the pretty GUI side more easily than they would the command line output on the desktop even if it showing essentially the same information.

Resource manager can be found simply by starting windows task manager on the desktop or laptop. Then click on the performance tab and then at the bottom click on the resource manager button. This new button when clicked open resource manager on the desktop and a world of more information about what the desktop or laptop is doing.
In a quick glance, you are able to see some vital information and insight to what your computer is doing. CPU, disk, network and memory information are all at fingure tips reach. The one I find useful now and would have liked to have had this in XP over the years is the the network resource overview.
The network resource monitor will show all the running programs that are "talking" on the latop to the network. This is a useful view of what's going on in that if there is a network latency at a glance, this resource view may be able to give a way an application on the desktop or laptop that is using too much bandwidth or that should not be using any at all.


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Remote Support

Why waste time travelling to a location to provide computer support or even worse in many cases, trying to talk a person through steps on the remote computer through the phone. This is, in my opinion, even worse that going to the location unless of course the place where the computer, desktop,server, or laptop is located is too far away.
Talking people through troubleshooting steps is a very painful task. A simple process that could take an experienced person several minutes to maybe ten can turn into an hour with a person on the remote side that has no idea of how to perform the actions or functions that you are requesting or have never even seen a command line. Remote support is the best alternative and solution to make more efficient use of computer skills and efforts.




Desktop, Server and Network Management



Remote Support Software

I found this a site that provides an online remote support solution:

Wait...before you click away. I know everyone knows the name brands of
remote support software that provide you with computer remote access over the web, but this one although it doesn't have an IT household name does the job like the others. In fact, it let let's technical support and IT pros provide remote assistance software for their end-users on the cheap. No, it's not just another executable with an IP address compiled into it for downloading. They have a bit more dynamic on-demand remote support system that let's you make changes to your own configuration if you need to.

So let's say you get one of the other brands of
computer remote control packages for remote tech support software that works over the web that has a static configuration and then you change ISP providers. Your out of luck. Sure you could have Dynamic DNS setup and that's good to but that's another piece of software running on your system and other id to maintain and another point of failure. Yes, point of failure. If you switch from cable, let's say, to DSL or visa versa, you have to get a new program. One can argue that you do not because of DDNS, but what if you want to provide online computer remote support software from another network. Now you have to get that same service running on the other network and the next and the next. Their system, although it works just fine with DDNS, it doesn't need it.

When you sign-up for an account you get a login to their site, not unfamiliar as many site have this, and a user page. On that user page you configure your networks settings. That's right, for many of you who have looked into software like this it's the same information you provide to the other site that have a static remote support solution. But the big difference here is that you don't wait for your
pc remote support executable to be changed and of course to get charged again. It's on the fly. Change you config and instantly the same customer that you had provided on-demand pc remote support for just a while ago from another network now is connecting to the new network. You may be thinking that you need to have all your users go to their site to get remote assistance over the web from you. No, not at all. They have an executable program too that you get at no additional cost and it's dynamic too. Pretty Cool!!

I'm going to work with it some more and post back with more information.


New computer roll out at busy medical practice.

OK. Some updates of what's been going on.

I'll start with my long project - adventure is more like it. I'v been rolling out new computers for a customer in Manhattan. They bought 32 new Dell systems that all needed to be setup on the domain and have the office software configured. Doesn't sound bad right? Well, it's a very busy medical practice and the computers are in all areas of the office includeing chek-in check-out, the exam rooms the doctors' desktop PC systems. At the same time I'm handling their day-to-day computer troubles. Which include the regular daily type of cupport issues that goes on inside just about every modern office in the world. I can't log in whines, and MS Exchange issues, slowness issues on some of the desktops, integrating medical equipment like EKG tester thingies. They have a company that supports their medical software but I've been their so much I'v been taking care of the problems for them. They have dameware installed on most systems for on-demand pc remote control and are able to push it out to the new systems.

Desktop Remote Support

I walked into a situation where their even virus management console was not working and I could not even push out or manually install the agent software . I though this was poblem with the new dell systems since they came pre-installed with a version of mcafee security center software already. I manually removed that version and tried to add the practices version but would always get an error. The antivirus software loaded but the agen would not. I'm happy to say however that I got the console working again and was able to push out the agent software to each of the desktops. I was expecting a long drawn out support session over the phone. But as it turns out the server needed a reboot. I rebooted the system early oin the mornign remotelt so no one would even know it happened. I was taking a chance however since it could have not come up. It worked out. The server started and the software management console worked.

Remote PC Control

The remote pc control software they use came in handy already since I needed their assistance to get the first exam room's software working properly. It was the first time I had to setup the software from scratch. I tried working with the config from the old computer and did great but the thing I didn't know was I had to have another peice of medical software running, Logician by GE (general Electric), on first use for it to complete the config.

Remote desktop control

I was so close but I'm glad I called and saved time. The remote support tech, Tony, just remoted in to one of the servers. He was using some other online on demand computer remote control software to access the server over the Internet then dameware for remote desktop control of the workstation.

Remote Computer Control

I like the software they use for computer remote control but I'm kind of favoring using PC Anywhere on all the desktops for my on demand pc remote support software of choice on the computers in the office. I could connect over the Internet using Microsoft Terminal Server then remotely access the computer systems on the LAN.


Remote Support Software

No Hardware to Buy and Maintain:

No modifications are required on the customers' or end-user's router or firewall - only your own. Once your
remote support software account is activated, just setup a simple port forward on your router to your desktop. If you have multiple support professionals within your office and you've purchased several accounts, then just use a different port number for each support person ...simple. You could have two, three, or dozens of technicians and each of could be provide desktop remote support to multiple end-users at the same time ...easy.


Remote Support Software


Dynamic Remote Support Solution
There is no extra charge for configuration changes or software support. If your network conditions change, such as an ISP change, public IP address change, or your office location changes, you can easily modify to your
remote support configuration to accommodate the new networking environment. We don't sell executables packaged with your IP address and port number. We designed our service to be adaptive to your remote pc support needs by permitting dynamic on-demand changes and updates as required.

It's easy to see and setup your
remote support account settings for computer remote control over the Internet or LAN and private WAN using the same account. Click on the image below to see a sample account profile & remote support configuration page screen shot.




The user whom your trying to provide online remote pc support just enters your email address in the login field that's located right on our homepage and then clicks connect. We use a customized version of VNC that gets downloaded to the target computer and connects to your desktop viewer. Instantly you see the remote desktop and have full real time remote control over it! VNC for many years has been and still is a reliable on-demand pc remote control software utility.
See your end-user's experience when they login for
remote desktop support from you.





Remote Support

Lucent - Remote Technical Support Service

Found an interesting pdf on Lucents (now also Avaya) site. I placed the html version in this post but have linked to the pdf. Just in case you don't know, Lucent is one of the largest telephony comapnies in the world. They've been providing hardware and software for phone services for decades. Their platforms have been redesigned and are computer based. The heart of their phone systems now run on computer systems with softphones available for the desktop. They have always had the huge task of supporting thier systems and resellers around the world. They have a remote support service that includes online remote support software for on-demand access remote systems for diagnostics and maintenance. They have a built in a dial-up option. Not surprising that dial-up is still a tool in their arsenal since they've been using dial-up to systems for as long as they've been supporting their equipment and services.

Remote Technical Support Service

Remote support for rapid response, diagnosis, and resolution

NetworkCare and eSight are service marks of Lucent Technologies. All other trademarks or registered trademarks are properties of their respective owners. This document is for planning purposes only and is not intended to modify or supplement any specifications or warranties relating to Lucent Technologies products or services.

Lucent Technologies Worldwide Services Remote Technical Support (RTS) Service helps you optimize the availability and performance of your networks. This cost-effective service features highly skilled and experienced system engineers who can deliver remote support via phone or modem for rapid response, diagnosis, and resolution of system issues and outages.
For Lucent data products, engineers can answer your questions about system problems and provide software updates to clear faults. In addition, support for Lucent data products provides access to the Web-based eSight."

See the link at the top of the post to see the rest.


Remote Support