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Windows Vista’s New and Improved Remote Assistance | |
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| Time: 01:13 EST/06:13 GMT | News Source: *Linked Within Post* | Posted By: Kenneth van Surksum | ||
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When Microsoft released Windows XP, it contained a lot of features that weren’t found in previous versions of the Windows operating system. One of the best new features in Windows XP was Remote Assistance. Remote Assistance relieved a company’s support staff from having to physically travel to each computer that had a problem, and greatly reduced the amount of time required for telephone support. As great as Remote Assistance is however, it does have its shortcomings. There are some network configurations that it just doesn’t work with, and it can be considered as somewhat of a security risk. In Windows Vista, Microsoft has completely revamped the Remote Assistance feature. | ||
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| #1 By 7754 (216.160.8.41) at 9/28/2006 12:05:01 PM |
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I would love if Remote Assistance had all the capabilities of the SMS remote control feature, but it's just not the same. With Remote Assistance, the end user has to OK the remote control function about three times before the support person can do what they need to do, and it's just far too time-consuming for them to talk the end user through the dialogs:
I'm going to start a Remote Assistance session, ok? Sure. Please OK it so I can start the Remote Assistance session. OK what? Hey, I'm kinda in a hurry here. Can you just come to my desk? I'll try to fix this as fast as I can, but I'm in another building, so this will be much faster. There should be a dialog that should be on your display right now. What dialog? It should pop up on your display. Oh, you mean this message that popped up a minute ago? Yes, please OK it so I can start the Remote Assistance session. (Is he putting me on?) Ok. Hey, I got a phone call coming in--can you give me a second? I just need you to OK a couple more things so I can fix the problem--you should see a dialog on your screen right now for giving me remote control. Please ok it. Hey, I just got another pop-up. Is this from you? Should I ok it? Hey, I really gotta grab this call, just fix it while I'm on the phone, ok? (Click.) Grrr... I hate Remote Assistance.... With Remote Control, they just click on it, and they're in control--it saves about a minute of frustration for both the support person and for the end user, which really is a significant savings in those situations. I was hoping they would add at least the ability to do this with Remote Assistance, but it doesn't look like that's going to happen. I really hope Remote Control still works with Vista.... (edited the formatting for clarity) This post was edited by bluvg on Thursday, September 28, 2006 at 12:07. |
| #2 By 2960 (68.101.39.180) at 9/28/2006 3:22:56 PM |
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Been there, done that :)
TL |
| #3 By 4209 (65.172.57.216) at 9/28/2006 3:34:37 PM |
| I normally just force my self on using remote desktop and me having admin privileges. The only thing the end user has to do is tell me there password. But that is of course XP so hopefully that is still allowed in Vista. The end user gets locked out and I get there desktop and problem in front of me. |
| #4 By 7760 (12.155.143.50) at 9/28/2006 8:21:24 PM |
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bluvg's scenario is why I've never used Remote Assistance, aside from testing it. It should only be used when there's no relationship between the two involved parties (ex. a Dell technician servicing a customer remotely). Inside a business or with your friends/family, it's much better to just force your way on (like mctwin2kman said) with Remote Desktop or VNC. As long as they trust you, it's far easier and less bothersome. Remote Assistance definitely has a place, but unless you work for some company's customer support, it's not the best solution. This post was edited by Osprey on Thursday, September 28, 2006 at 20:23. |
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