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Remote Support Hardware
Fact: computers crash. It does not matter how expensive they are, how elaborate they are, or the type of operating systems they run. All computers experience technical glitches and difficulties from time to time, requiring the assistance of a knowledgeable professional to repair. For businesses with thousands of computers running on the same network, this means employing technical support teams for the sole purpose of ensuring network computers continue to run smoothly following a system crash or other problem.
One way of restoring a computer following a system crash is by sending a technician to restore the computer in person. Historically, this has been the customary way of dealing with computer crashes, as there was little way of hard booting computers from a remote location. Instead, techs had to do it themselves or walk end-users through the hard booting process over the phone, and then orally walk them through a series of troubleshooting steps.
Because this is a labor-intensive and time-consuming process, IT departments have been on the search for ways of providing remote support at the hardware level for servers or computers that are crashed, sleeping, or in a hibernating state.
Remote support can help control computers, network devices, and hardware.
Selecting a computer or hardware from a remote support utility.
Intel® vPro™ Chipset Hardware Technology
When providing remote support for hardware, techs need the remote computers to be powered on. Fortunately, there is now technology available that allows techs to safely and effectively support remote computers that are crashed, powered down, sleeping, or hibernating.
Modern computer motherboards are equipped with Intel's vPro chipset. This technology allows techs to reboot computers regardless of the state of the computer’s operating system. It also allows techs to turn on computers that are powered down. In other words, technicians can restore crashed computers from remote locations using Intel’s vPro chipset.
Businesses and system administrators especially like the vPro chipset technology, because end-users are unable to disable vPro technology on their computers. Furthermore, Intel’s vPro chipset makes it difficult to identify administrative access to their computers using the vPro hardware technology. There are big plans to take vPro technology forward in the future for security and back-up purposes. Namely, developers are finding ways to use the technology to remotely “kill” lost or stolen computers, as well as restore the information from a lost or stolen computer to another one on the same network.
Other Ways to Wake Sleeping Computers
In addition to Intel’s vPro chipset technology, there are other technologies available to help wake sleeping computers from remote locations. Some network interface cards can pass on a signal to computers to wake from a sleeping state after receiving a packet that contains the order to turn the computer on. This is called Wake-on-LAN (WoL) technology. The combination of WoL technology and Intel’s vPro chipset technology make it easier than ever for techs to provide hardware support from a remote location.
However, these technologies are not a complete solution. Techs still need to access broken hardware in computers either in person or by speaking to someone who has physical access to the broken computers.
Remote Support Software
Providing remote support for hardware and software is all about taking advantage of the newest remote support technologies available. That means using vPro and WoL hardware technologies in combination with remote support software to allow technicians the ability to update and maintain computer operating systems and software.
Remote support software utilizes Remote Desktop Protocol (RDP) and Virtual Network Computing (VNC®) connections, as well as individual client support connections to provide the most effective and complete remote support solution that is possible. Using the right software, technicians can access servers and desktops within the same network that run on Windows® OS, Linux®, Mac OS® X, or a combination of the three. The connections are all made from a single console – often using only a single click and a password to access another computer.
When technicians log on to another computer, the software allows the tech to share a screen with the end-user, as well as chat throughout the support process if necessary. This expedites troubleshooting and makes it easier to maintain and update network systems.
Choosing the Right Remote Hardware and Software Support
If you run a business or department that is responsible for maintaining and supporting computer hardware and software, you need a dedicated remote support program that will empower your IT department and technicians. The program you choose should meet all of your business needs, be safe and secure, and also be easy to learn and use. Furthermore, you should be able to test the software in its fullest version before purchasing it.
With DameWare® Remote Support, you will receive all the comprehensive tools you are looking for. You will find it easy to perform support and administrative tasks for the computers on your network. DameWare incorporates the latest vPro, WoL, RDP, and VNC connectivity technologies into its easy-to-use console to provide the best user experience possible.
To experience the benefits of DameWare for yourself, download a copy of DameWare Remote Support today. You can test drive the fully-functional software for 14 days to find out if it is a good fit for your IT team. At the end of your trial, you are under no obligation or requirement to make a purchase. However, we trust that you will be fully pleased with your experience.