What are the most commonly used remote support / screen sharing tools available?
How do they compare, both price- as functionality wise?
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For me, if I can install, I use LogMeIn. I use the Window key frequently (Win+E, Win+R, Win+M, Win+Pause, etc) when troubleshooting, so when I lose that key on the remote system, it's a pain. I like the fact that LogMeIn traps that.
When I can't install, I use CoPilot on weekends, and ShowMyPC otherwise. I'll have to look into Crossloop now..
If you're paying for it, I've used LogMeIn (Rescue for no-install, Pro for install) and I've found it quite good. One thing the pay-versions have that the free ones don't (as far as I know) is an easy way to copy files from local to remote, and to print across machines as well.
This Wikipedia article might help.
Key features: File transfer, Video driver, Optional Encryption Plugins, MS Logon, Text chat, Viewer Toolbar, Java Viewer with File Transfer , as well as Auto scaling and Server Side Scaling, Multiple-Monitors-support,Repeater/Proxy-support, Auto reconnection, good performances and tons of other functionalities.
Addons: Repeater , SingleClick generator and NATtoNAT connectors , that help you to easily handle the most complex connection situations.
UltraVNC runs under Windows operating systems (95, 98, Me, NT4, 2000, XP, 2003...). Its embedded Java Viewer allows you to connect (and make File transfers) from a simple Web Browser on any Operating system supporting Java (Linux, Mac OS...) to an UltraVNC server.
UltraVNC SC (SingleClick) is a customizable mini UltraVNC server for download. This is very convenient for help desk support because the customer doesn't need any preinstalled remote control software. Just have him or her download UltraVNC SC and start remote controlling. At the end of the remote control session UltraVNC SC deinstalls itself and leaves the computer without additional software.
In our company we use TeamViewer and we're very happy with it. No client installation, just a small-footprint download for the client.
We use it for customer support, but also for training and teamwork.
I use Crossloop.com - Free Service, works over NAT, VNC at the core for quick stuff.
For sharing screens to up to 16 people, I use http://www.sharedview.com. Also free and lets you send links to sessions in email.
I used to use VNC single-click and variants thereof, but the presentation and execution was a little rough around the edges.
Lately I've found "GoToAssist Express" to work like a charm - easy, clean, professional install for the user's end (which is especially helpful for making a good impression on people outside your own organization) and it works on pretty much every Windows version (and it also works for Macs!). It also has "unattended" support, which is sort of like Remote Desktop or GoToMyPC.
Advantages: works really, really well under lots of different PC/Mac configurations; really fast, useful features for remote tech support (file transfer, diagnostic info, reboot & reconnect, multi-monitor support, etc.)
Disadvantages: no Linux support (that I know of... yet) and of course, you have to pay for it... ;-)
For connecting to users: Co-Pilot (free during some times, cost is dependant on how the connection is established - great for getting around firewall issues. easy to use for users)
My two favourites are Copilot and WebEx, which is more of a conference tool but the desktop sharing feature is phenomenal and I have used it purely for remote support purposes. Both are subscription-based.
For a free alternative I have also had good results with good old Remote Assistance via Windows Live Messenger for the occasional help-the-family-member support "emergency".
Just for completeness - I made good experiences using TightVNC. It's free, lightweight and available for Windows and Unix.
The absolute best remote desktop server / client app I've used is NX by No Machine. There is a free version and a corporate version which allows more users etc.
It is crazy fast over a network, which makes it perfect for Remote Desktoping in from home to work. I use it from my home box -> wireless -> slow internet -> VPN -> work and it runs almost as fast as if it was native.
The only downside is that (for Linux at least) it cannot connect to an existing session, it must create its own.
For connecting to servers:
For connecting to users:
I have experience with different applications:
At work I use Netviewer One2Meet, actually works very well for screen-sharing/collaboration purposes. One of their nicer features are that it works well with dual-screen setups (drag the vieuwer-icon to another screen to show that screen) and that it works both-ways if you want it to.
At home I usually use LogMeIn since it works from within a web-browser and allows me to log in to my pc at home from everywhere without any hassle.
We have used IntelliAdmin for years. Its like you're sitting right in front of the remote machine and have taken over the users keyboard and mouse.
IntelliAdmin requires no 3rd party software installation for their LAN edition, just a port (2790) in the firewall which we open before deploying all machines.
I believe we paid $100 back in the day for 2 licenses.
I'm biased as I work for them but I use Yuuguu for remote support of Windows (or Mac or Linux!) machines.
It offers screen sharing & remote control, in built IM (with integration with MSN, GTalk, AIM, ICQ, Yahoo Chat and Skype). There is free version which offers unlimited sharing between up to five Yuuguu clients at any one time but for remote support, I would have thought it would be mainly 1:1 sharing. Our aim is to make Yuuguu "just work" so there should be no firewall or proxy problems to connect to between machines.
On the free side, we've used Zolved (zolved.com) to connect to remote users. There is no client or server to "install" anywhere. It also handles NAT transversal, etc.
From what I can tell, it's based off of UltraVNC and of course has all the pitfalls that UltraVNC may have. In my experience, however, it works pretty good.
At my job, for Windows we use CA Remote Control.
It's very easy to use once installed on both parties. -It's not free.
At the firm where I work, I use a free tool called Gencontrol. It allows you to temporarily install a VNC server on a target machine that you have Administrator rights on, then immediately connect to it. When you close the session, the server is removed.
The interaction works exactly how you would expect VNC to work, and allows you and the user you are supporting to share the screen and both see what is happening.
Sadly, it looks like the official website for Gencontrol is no longer available. However, you can view the website and even download a copy of the software from Archive.org.
I have a situation where all IT support staff use Linux but need to help 'hand hold' Windows XP/Vista users all over the world. Usually, the users are behind an office NAT.
TeamViewer (proprietary but offered at no charge) has worked rather well for this. Its easy enough to run the viewer (even works on Linux under WINE) and join a remote session with reasonable speed, even though a NAT. We're even able to help the small percentage of MAC users who are often telecommuters.
We moved from RDP to GoToAssist Express because:
We can sit and watch exactly what the user is doing and its in "real time" If there is a delay at the user's PC, we see the delay as well.
The users have control by having to launch the support session and they can terminate it when they want to.
There is a built in chat and file transfer app which I like.
The cost is reasonable for a company. I highly recommend this solution.
RHUB is one of the best remote support and screen sharing solutions. While it comes in two different appliance for remote access and web conferencing, the remote access device also has some features of screen sharing. Have a look at here http://www.rhubcom.com