I regularly provide remote control support to clients and need to be able to easily do that without worrying about firewalls. The two I like to use are Zolved Remote Control from http://www.zolved.com and Adobe’s ConnectNow web conference tool from https://na2.connectnow.acrobat.com/chromilo.
In order for this to work however, the client’s internet connection and their internet browser has to be functioning. This can’t be the reason they are calling for support because if it is, it’s an onsite visit.
I like Zolved Remote Control for it’s simplicity. It’s free, easy for the clients to follow, and only requires running a very small executable. This executable can be saved on their desktops and it’s self-contained which means it does not install anything additional to the computer. I haven’t had any situation where it fails to run. My two complaints are that:
1) I couldn’t use it to connect to a computer running Windows 7 Pro 64bit. Program runs but remote control session will not establish.
2) Clients on slower internet links like satellite connections in Vancouver island, are a little sluggish to remote control. Refresh rates are unbearable at times.
Using Adobe’s Connectnow web conference software was also nice and easy to use. It’s free, installs one browser plugin once, and product comes with feature-rich web conferencing addons like chat, whiteboard, and more importantly, remote control. My only complaint here is that:
1) Client computer has to be fairly new running newer and faster hardware. Legacy systems tend to be sluggish with Adobe Connectnow.
2) Refresh rates also suffer with slower internet connections specially if there latency caused by distance between client and yourself , e.g. remote control of clients in Ontario was slow.
3) URL is a mouthful but this can be fixed by offering a shortenned, redirected page from our website.
4) Right-mouse click on remote control console reacts differently and brings up Adobe Macromedia or Flash popup instead of the standard Windows context-sensitive menu. Annoying but I’m sure its a configuration setting.
Of the two products I’m reviewing, I pick Adobe’s Connectnow Acrobat software for it’s slick professional interface. What’s your take on this?