Remote Support Using pcAnywhere
Pterocarpous
Rosie the Riveter Lives On in CA, USA! New
I'm not sure if this is the right forum for this thread but here goes.
For years I have provided remote technical support using pcAnywhere (on the Host and the Remote). With the advent of broadband Internet service this has become an even more efficient way to provide remote support. (Over a telephone line is painful to say the least)
For those who don't know, pcAnywhere connects to another computer by using the remote computer's IP address. In this case the WAN IP.
Whether the user's Internet service provides a static or a dynamic IP for their Internet connection, I usually have no trouble. For those with dynamic IP service, a router will lock in the WAN IP. (In order for the lease on the IP to be allowed to expire and change the IP, the provider must see a window of no Internet activity. If using a router, this never happens. The router shows constant activity thereby effectively locking in the IP - essentially providing the user w/ a statice IP.)
There is one very aggravating exception to this, however, dynamic IP DSL service... :mad2: I have found that no matter how I configure their router, as soon as the user closes his/her Internet-related app (browser, etc.), the DSL service drops the IP (logs off). When the user connects to the Internet again, the DSL service logs in and connects w/ a different IP.
It's not so important even that their IP never changes. I provide all my clients w/ a URL that will tell them what their WAN IP is so they can tell me when they want me to remote in. The rub w/ DSL service is, once I've remoted in, if I need to reboot their computer or otherwise disconnect then re-connect, the dagged-burned IP changes again and I can't get back in! This is very troublesome as most of the remote service I perform is after hours when the user is unavailable (in bed likely) to provide me w/ the new IP. In addition, they (the users) typically don't want to be bothered w/ doing this (providing me w/ theire WAN IP) or they find it confusing and therefore frustrating (not winning me any points in the process).
I need to find a way to keep the router logged in to the DSL account and/or i need to find a way to be informed of what the current IP.
I have one of the offending sytems in my shop today and am taking the opportunity to set up a couple of things...
(1) I've configured a batch file to run as a Scheduled Task under NT AUTHORITY\SYSTEM. In this batch file I request [x] no of replies from yahoo.com. ( ping -n [x] -l 1 yahoo.com) I've set the Scheduled Task to run for 23 hrs and 59 minutes at 2 minute intervals. I've set up a second Scheduled Task doing the same thing w/ a 2nd batch file using google.com. Timing is configured the same as the first Scheduled Task except it is staggered w/ a start time of 1 minute off from the other. In this way, one of the two Scheduled Tasks runs every minute 24 hrs/day.
(2) Next, I'm going to set up a little app' called IPMailer2004 which, if working correctly, will mail me the WAN IP once a day and whenever it changes.
I'm taking the system back this afternoon. I'll see if one or both of these work-arounds helps. In the interim, if any of ya'll have a better idea, I'm all ears.
Please, Note:
I do not want to use windows "Remote Assistance" as it doesn't give me the tools I have available to me using pcAnywere. In addition, it requires the user to have a Windows Messenger, Live or MSN passport account which most of them don't have. Nor do I want to have to use a paid service like "Remote To MyPC" or some such.
I want this to work w/ pcAnywere if at all possible.
Any ideas ya'll ? This has been a thorn in my side for a long time.!
---
Edit:
I've set up IPMailer2004 and it appears to be working (over my Internet connection anyway). There are three problems w/ this method, however.
(1) The shortest interval for checking the WAN IP I can set it at is 5 minutes. I can live w/ that if I have to, however.....
(2) When it sends the e-mail, %$#@! NAV causes a pop-up window over the System Tray notifying the (world) that an outgoing email has just been scanned (or sent - I'm not sure which). This happens regardless of whether or not I have outgoing email scanning enabled. I know this isn't going to fly w/ the client who will think his computer's been invaded by aliens or some such. :banghead: This entire process has to be "stealth" w/ respect to the user if both I and the user are to be happy.
(3) Because the user's WAN IP will change at the drop of the hat throughout the day, I will be deluged w/ IP Change notifications in my inbox. I can live w/ that though if I have to.
For years I have provided remote technical support using pcAnywhere (on the Host and the Remote). With the advent of broadband Internet service this has become an even more efficient way to provide remote support. (Over a telephone line is painful to say the least)
For those who don't know, pcAnywhere connects to another computer by using the remote computer's IP address. In this case the WAN IP.
Whether the user's Internet service provides a static or a dynamic IP for their Internet connection, I usually have no trouble. For those with dynamic IP service, a router will lock in the WAN IP. (In order for the lease on the IP to be allowed to expire and change the IP, the provider must see a window of no Internet activity. If using a router, this never happens. The router shows constant activity thereby effectively locking in the IP - essentially providing the user w/ a statice IP.)
There is one very aggravating exception to this, however, dynamic IP DSL service... :mad2: I have found that no matter how I configure their router, as soon as the user closes his/her Internet-related app (browser, etc.), the DSL service drops the IP (logs off). When the user connects to the Internet again, the DSL service logs in and connects w/ a different IP.
It's not so important even that their IP never changes. I provide all my clients w/ a URL that will tell them what their WAN IP is so they can tell me when they want me to remote in. The rub w/ DSL service is, once I've remoted in, if I need to reboot their computer or otherwise disconnect then re-connect, the dagged-burned IP changes again and I can't get back in! This is very troublesome as most of the remote service I perform is after hours when the user is unavailable (in bed likely) to provide me w/ the new IP. In addition, they (the users) typically don't want to be bothered w/ doing this (providing me w/ theire WAN IP) or they find it confusing and therefore frustrating (not winning me any points in the process).
I need to find a way to keep the router logged in to the DSL account and/or i need to find a way to be informed of what the current IP.
I have one of the offending sytems in my shop today and am taking the opportunity to set up a couple of things...
(1) I've configured a batch file to run as a Scheduled Task under NT AUTHORITY\SYSTEM. In this batch file I request [x] no of replies from yahoo.com. ( ping -n [x] -l 1 yahoo.com) I've set the Scheduled Task to run for 23 hrs and 59 minutes at 2 minute intervals. I've set up a second Scheduled Task doing the same thing w/ a 2nd batch file using google.com. Timing is configured the same as the first Scheduled Task except it is staggered w/ a start time of 1 minute off from the other. In this way, one of the two Scheduled Tasks runs every minute 24 hrs/day.
(2) Next, I'm going to set up a little app' called IPMailer2004 which, if working correctly, will mail me the WAN IP once a day and whenever it changes.
I'm taking the system back this afternoon. I'll see if one or both of these work-arounds helps. In the interim, if any of ya'll have a better idea, I'm all ears.
Please, Note:
I do not want to use windows "Remote Assistance" as it doesn't give me the tools I have available to me using pcAnywere. In addition, it requires the user to have a Windows Messenger, Live or MSN passport account which most of them don't have. Nor do I want to have to use a paid service like "Remote To MyPC" or some such.
I want this to work w/ pcAnywere if at all possible.
Any ideas ya'll ? This has been a thorn in my side for a long time.!
---
Edit:
I've set up IPMailer2004 and it appears to be working (over my Internet connection anyway). There are three problems w/ this method, however.
(1) The shortest interval for checking the WAN IP I can set it at is 5 minutes. I can live w/ that if I have to, however.....
(2) When it sends the e-mail, %$#@! NAV causes a pop-up window over the System Tray notifying the (world) that an outgoing email has just been scanned (or sent - I'm not sure which). This happens regardless of whether or not I have outgoing email scanning enabled. I know this isn't going to fly w/ the client who will think his computer's been invaded by aliens or some such. :banghead: This entire process has to be "stealth" w/ respect to the user if both I and the user are to be happy.
(3) Because the user's WAN IP will change at the drop of the hat throughout the day, I will be deluged w/ IP Change notifications in my inbox. I can live w/ that though if I have to.
0
Comments
You register (for free) and create select a Dynamic DNS name (bob-pc.homedns.org for example). There is a feature is built in to many routers. It reports to the Dynamic DNS Service when ever the IP Address changes. All you have to do is use the bob-pc.homedns.org:xxxx (whatever port PC anywhere uses).
Works great....
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Edit::::
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Still a problem w/ using Remote Assistance is the user has to be present (in order to "invite" me). I need to be able to remote in when no one's there.....
(...i'm gonna wriggle outta stickin' mah foot in mah mouth if it kills me...!) :bigggrin:
Ok. I went to dynDNS and created an acct for myself. I'm stuck re: what to do next though (at their web)
I found the location in the router's UI for DDNS. I'm stuck at the DOMAIN entry though.
Somewhere in my account config on dynDNS I'm supposed to set up a domain?
Password is whatever you set to login to dyndns.org
The host name/ Domain name would be bob-pc.homedns.org
Huh??!! It's really bob-pc.homedns.org ???? Whose domain is that?? Who's bob???
I think I might (sorta) understand. the [ .homedns.org] I need to append to the domain name (I don't know what you'd call that part of the domain name) that I created.
What I haven't figured out how to do yet is create that domain on dyndns.org... Or do I even need to do that? Ahhhh! light bulb goes on.....
Hold on.... I think I got it. Lemmee get back to ya.
Nope! Tried my brain storm. No worky.
How is the bob-pc part in bob-pc.homedns.org created?
I'm definetly missing a step here.....
EDIT::::
:woowoo: :woowoo: !!! I got it! (I forget to change the TCP and UDP ports.)
This is f-a-b-u-l-o-u-s - YOU'RE fabulous !!! Thankyou Thankyou Thankyou Thankyou !!!!!
Click on the little link in the lower left "Add Host Services".
One of the divisions of one of my companies provides outsourced help desk services. You call us, we give you a 6 digit pin to put in our site, and we take over the users desktop. Nothing installed, configured, etc. It supports reboots, etc. It is a paid service, we haven't bothered to write our own cause it's cheap. You can't get easier, if you can send someone to your site you can access their desktop.
http://secure.logmein.com/welcome/lmi_design/land02b.asp
This will take the thorn out, use the free trial and you might find the price is worth it. I've never used it, but the techs in our call center LOVE it. Otherwise, carry on
I will say this, though. I did try the dyndns acct I created for myself real quickly and it worked splendidly. I connected from one of my computers through the dyndns domain back to one of my other computers (over pcAnywere)
Is the fact that I was able to do this w/o having configured the Host Level Service a fluke?
P.S. Thanx for the nice pics w/ markups! Very instructive.
Thankyou Rob. I can see where that'd be a worthwhile service for mid to large size co.'s but in my case, it'd just be an unnecessary expense. I just don't have the remote service work load that would justify a service like that.