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DameWare Remote Support

A powerful collection of SysAdmin utilities in one user-friendly interface.

DameWare Mini Remote Control

Connect to remote desktops, laptops and servers to troubleshoot and solve issues.

VNC® & Mac®

Windows® remains the dominant business operating system in the world, but Mac OS® has become a popular option among art and creative departments and is now showing up frequently on company networks. This presents a challenge to IT departments that have been accustomed to supporting primarily Windows computers: now help desk technicians need to have the skills and the tools to support multiple operating systems.

VNC Session to Mac Desktop (using DameWare® Mini Remote Control)

Another business trend is the use of remote support tools in IT departments. As more employees work from home and travel frequently, the need for remote support has grown. Without the proper tools, remote support is difficult and time-consuming. Virtual Network Computing (VNC) is an important remote support tool many help desk professionals use today.

Basics of VNC

VNC software is used to remotely access computers, allowing administrators and users to control them from different locations. VNC is frequently transmitted over the Internet, so access to a computer anywhere in the world is possible as long as you have VNC and access to the Internet. The software is also relatively simple and intuitive.

VNC requires that software be installed on the server (the computer being connected to), and on the client or viewer (the computer that will be used to make the connection).

With VNC, a computer desktop can be shared between users at two locations. This allows for easier employee training, but is especially helpful for help desk technicians who provide support to end-users at other locations.

Originally, VNC software started as a means of closely and remotely troubleshooting and monitoring systems. Today, this is still one of the more popular uses for the software. Technicians are now able to troubleshoot computer problems using VNC software rather than having to travel and physically be present. For example, if an employee faces trouble installing a new program, an IT professional can remotely connect to the computer and see what is causing the problem, explaining the solution while working through it. Not only will the user have a clearer understanding of what the problem was, but can see the solution unfold in real time.

With VNC, the connection used to remotely access a computer is password-protected to prevent unauthorized people from controlling the server. Once a VNC client has established an authorized connection, then it can begin to exchange information. This includes screen updates, keyboard entry, and the location of the mouse. The purpose is to make sure that the two computers are synchronized at all times.

Naturally, the uses for this kind of software have grown so that it works well in other situations. For example, many people are starting to use VNC as a means to work from home as the program allows workers to control work software without having to physically be in the office. For example, an employee in India can easily connect remotely to a computer in California to work on projects with fellow colleagues and conduct meetings.

VNC & Mac OS

The most common way of remotely controlling Mac OS X operating systems is with VNC. In fact, newer versions of Mac OS X (10.4+) come with the VNC server and VNC client pre-installed for easy connections. As VNC is the preferred way of remotely controlling Mac computers, it is important that a comprehensive remote support system utilizes VNC as one of its methods of connection.

One of the advantages that VNC has when it comes to remote support for Macs is its ability to allow for a shared screen between the two users making the connection. This is very helpful when training users to use certain software applications or other important business systems. Another reason this feature is important is for remote support purposes. When end-users submit trouble tickets to a help desk, a tech may use VNC to remotely troubleshoot the computer. With screen sharing capabilities, techs can see exactly what a user is doing at the time the computer is having problems. Also, end users can also watch the tech and learn how to solve problems on their own.

Although VNC is an important tool in remotely supporting Mac OS computers, it does have limitations, such as not having a “chat” function. As such, VNC cannot be considered a complete remote support solution by itself. When choosing a remote support solution for networks with Mac OS X computers, IT departments should seek out a comprehensive solution that allows for connections to Windows, Mac OS X, and Linux® computers.

DameWare® Remote Support is a comprehensive remote support solution that allows techs to connect to computers with VNC, RDP, or its own Mini Remote Control Viewer. This gives techs the flexibility to comfortably support a mixed-operating system network without leaving their desks.

Try out DameWare Remote Support for free without obligation by downloading the free 14-day trial. Download DameWare Remote Support now and begin supporting your Mac OS X computers within minutes.

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