Edit: I still use webex all the time.
Originally posted April 5, 2011 on AIXchange
I’ve been using screen and VNC on a daily basis for years — and I’ve been writing about them for quite awhile, too. Another tool I like, though I don’t use it all that often, is portmir.
Occasionally I’ll use VNC, screen or portmir to share a session so I can troubleshoot a problem with someone. It’s not the best arrangement — I may not have access to the other user’s network, and/or that other user may be unfamiliar with these tools, or may not have them on their system.
More frequently, I find myself working remotely with customers via VPN. Many customers happily provide me with VPN access so I can help them solve their problems. All I need is a decent network connection, which usually isn’t an issue. Even when I’m traveling in remote areas, I can usually find good wireless or cellular data connections these days.
Remote technical support has its advantages. It’s much quicker than finding time on my calendar to book a flight and schedule a trip to the customer site. And many good VPN clients are available — I’ve used Cisco, Citrix, GreenBow IPSec, openvpn and Shrew Soft, among others.
But as far as VPN has come, I still work with plenty of customers who either don’t use it or don’t allow vendors to use it. So what do I do when I can’t get VPN access to networks and machines I need to look at? Or what do I do if a new customer, due to its internal processes, can’t get me access right away? What about customers that use physical RSA securID hardware tokens? In that scenario, I have to wait while the token is shipped to me. How do I remotely get access in the meantime?
Fortunately, there’s myriad free- and fee-based web-based conferencing solutions. I really like tools like webex, GoToMeeting and Sametime Unyte. Setting up a conference, having both participants connect, and then having the customer share their screen with me is pretty painless. Many of these solutions also allow you to remotely take control of the session. Some also provide audio capabilities, although I find it just as easy to set up a conference call or make a quick phone call. Everyone can talk to each other, and because we can all view the same desktop at the same time, everyone can watch the commands as I run them or the configuration changes as I make them. These solutions work great when I can’t get VPN access, or when I have to wait for it.
This technology can also be used for training or other types of collaboration. Again, I see exactly what they see. Since we’re usually on the phone, I can easily walk a group of customers through whatever they’re working on or whatever issues they’re having.
I think that more support organizations could benefit from these tools. I’d sure love to be able to call IBM Support, share my desktop and have them see exactly what I’m seeing. Obviously this wouldn’t work with hardware problems that keep you from being able to boot up or access a machine, but that sort of thing is less of an issue these days. Usually when I have problems it’s either a configuration issue or I need to modify settings. In those scenarios, sharing a screen with someone generally makes troubleshooting much quicker and easier.
What other tools and techniques do you use for remote access? If you have a tip or use a tool that I’ve not mentioned here, please let me know in Comments.