Best way to support distant user

  • ljCharlie
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Post 3+ Months Ago

What is the best method or software to use for distant support? I was thinking of using a free version of the VNC such as Ultr@VNC but there are a couple of problems. First, the user don't know how to find their IP address, but not only that, the user don't even know how to install the program. So what is the best way to somehow take over their PC, they use Windows 98, and do everything that is needed? These users don't speak English at all, but somehow they own a computer, and want my support.

Any help or suggestion is greatly appreciated.

ljCharlie
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Post 3+ Months Ago

  • ModernDestroyer
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Post 3+ Months Ago

try PCanywhere the software is a little expensive but it would allow you to remote manage the PC. If you want that PC to have access to folders and files on your network you could use VLAN, VPN, or I think even the PCanywhere software, just some suggestions.
  • ljCharlie
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Post 3+ Months Ago

Thanks for the response but I think Ultr@VNC is the easiest to setup and yet I still have concern about the user being able to setup. Actually, I was just thinking that is there a way to installation so easy that all the user has to do is click and the software will be configured and installed to the correct folder?

ljCharlie
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Post 3+ Months Ago

PCAnywhere still requires server installation on the remote machine and is more difficult to set up (not to mention the price). VNC, is very simple to set up and could be communicated step by step very easily over the phone (plus it's free). lj, with a Windows 98 machine all you need to do is have them go to start|run and type in ipconfig and simply have them read you the IP address.

Apparently you can communicate with these people, and I think it's by far your easiest solution. Might take a little effort to get them to install the server (the file is small enough that you could email it to them), but once the server is installed and you know their IP, you can get in quick and take over. VNC also allows you to reboot (you'll temporarily lose the connection) but it will be restored as soon as the login screen is available and it will let you log in.
  • ljCharlie
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Post 3+ Months Ago

Yes, I used Ultr@VNC almost everyday it I liked it...it's free! Yes, the hard part is to install the server on the client computer. I was wondering if there is a small program or if it is possible to write a batch that all the user has to do is click on that batch file and the script will find out what the IP address is and then email it to me or somehow get that IP to me. I know that in Windows 2K and XP, I can use net send to send the IP address to my computer...the problem is i'm not sure if Win98 does.

ljCharlie
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Post 3+ Months Ago

Code: [ Select ]
ipconfig /all |more
pause
exit
  1. ipconfig /all |more
  2. pause
  3. exit


save as IP.bat and have them run it, the "|more" will display it a page at a time, the pause will make the computer wait for user input to continue it would say "Press any key to continue.." or from the start | run | winipcfg

I never tried the ultr@VNC but I will try it now :D
  • ljCharlie
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Post 3+ Months Ago

ModernDestroyer, thanks for the code. Any change you can incorporate a ping or some kind of DOS command in Win98 to send the IP to a certain IP address? I want to be as easy as possible.

ljCharlie
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Post 3+ Months Ago

:D I'm going to have to work on that one for a little bit, I'll post the answer as soon as I can get it tested out :D
  • ModernDestroyer
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Post 3+ Months Ago

Here is what I have come up with ipget.bat is the one that retrieves the IP configuration and puts it into a file called ip_all.txt on the C:\ , ftpconf.txt is just for FTPing the ip_all.txt to your computer not sure about the FTP code but it seems right, just replace the 192.168.1.1 with your IP address and the username/password with your username/password on your machine, I hope this helps out some, my brain isn't working correctly right now, sorry it's 2 in the morning here :D

ipget.bat
Code: [ Select ]
ipconfig /all /batch C:\ip_all.txt
ftp -s:C:\ftpconf.txt
  1. ipconfig /all /batch C:\ip_all.txt
  2. ftp -s:C:\ftpconf.txt


another option for the ipget.bat is
Code: [ Select ]
ipconfig /batch C:\ip_all.txt
ftp -s:C:\ftpconf.txt
  1. ipconfig /batch C:\ip_all.txt
  2. ftp -s:C:\ftpconf.txt


the second one drops the "/all" and just retrieves the default gateway, IP address, and subnet mask, the "/all" one gives you everything mentioned plus DNS, WINS, and etc.....

ftpconf.txt
Code: [ Select ]
open 192.168.1.1
username
password
ascii
put C:\ip_all.txt C:\ip_all.txt
quit
  1. open 192.168.1.1
  2. username
  3. password
  4. ascii
  5. put C:\ip_all.txt C:\ip_all.txt
  6. quit
  • Ragnar78
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Post 3+ Months Ago

I've been using TightVNC, it's free (GPL)
It is awsome, but lack some of cool options and freindly users stuff like in PCAnywhere (that costs a lot)
  • ljCharlie
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Post 3+ Months Ago

ModernDestroyer, thanks! I'll give that a try and see what happens.

ljCharlie
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Post 3+ Months Ago

OK, here's what I have tried.

ipget.bat:

Code: [ Select ]
ipconfig /all /batch D:\Temp\Batch\ip_all.txt
ftp -s:D:\Temp\Batch\ftpconf.txt
  1. ipconfig /all /batch D:\Temp\Batch\ip_all.txt
  2. ftp -s:D:\Temp\Batch\ftpconf.txt

ftpconf.txt:

Code: [ Select ]
open 192.168.0.10
user
user1
ascii
put D:\Temp\Batch\ip_all.txt /Support/ip_all.txt
quit
  1. open 192.168.0.10
  2. user
  3. user1
  4. ascii
  5. put D:\Temp\Batch\ip_all.txt /Support/ip_all.txt
  6. quit

And here's the error I received for the ipget.bat file:

Quote:
Windows 2000 IP Configuration

Error: Unrecognized command line argument "batch"

USAGE:

ipconfig [/? | /all | /release [adapter] | /renew [adapter]

| /flushdns | /registerdns

| /showclassid adapter

| /setclassid adapter [classidtoset] ]

adapter Full name or pattern with '*' and '?' to 'match',

* matches any character, ? matches one character.

Options

/? Display this help message.

/all Display full configuration information.

/release Release the IP address for the specified adapter.

/renew Renew the IP address for the specified adapter.

/flushdns Purges the DNS Resolver cache.

/registerdns Refreshes all DHCP leases and re-registers DNS names

/displaydns Display the contents of the DNS Resolver Cache.

/showclassid Displays all the dhcp class IDs allowed for adapter.

/setclassid Modifies the dhcp class id.

The default is to display only the IP address, subnet mask and

default gateway for each adapter bound to TCP/IP.

For Release and Renew, if no adapter name is specified, then the IP address

leases for all adapters bound to TCP/IP will be released or renewed.

For SetClassID, if no class id is specified, then the classid is removed.

Examples:

> ipconfig ... Show information.

> ipconfig /all ... Show detailed information

> ipconfig /renew ... renew all adapaters

> ipconfig /renew EL* ... renew adapters named EL....

> ipconfig /release *ELINK?21* ... release all matching adapters,

eg. ELINK-21, myELELINKi21adapter.


Here's the error for the ipconf.txt file:

Quote:
ftp> ftp> open 192.168.0.10
Not connected.

ftp> user
Invalid command.

ftp> user1
Not connected.

ftp> ascii
Not connected.

ftp> put D:\Temp\Batch\ip_all.txt /Support/ip_all.txt
quit


Did I do something wrong?

ljCharlie
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Post 3+ Months Ago

the ipconfig batch program is for win98se, the FTP portion
Quote:
ftp> ftp> open 192.168.0.10
Not connected.

ftp> user
Invalid command.

ftp> user1
Not connected.

ftp> ascii
Not connected.

ftp> put D:\Temp\Batch\ip_all.txt /Support/ip_all.txt
quit


for some reason it put "ftp> ftp>" there should only be one "ftp>" before it can communicate with the host. I will have to look it up for win2k on the ipget.bat syntax.

here is something to try with win2k
Code: [ Select ]
ipconfig /all | sort /o C:\ip_all.txt

the ftp portion of the ipget.bat should still be the same
  • ljCharlie
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Post 3+ Months Ago

Thanks!

ljCharlie
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Post 3+ Months Ago

So you're saying that this:

Code: [ Select ]
ipconfig /all /batch D:\Temp\Batch\ip_all.txt
ftp -s:D:\Temp\Batch\ftpconf.txt
  1. ipconfig /all /batch D:\Temp\Batch\ip_all.txt
  2. ftp -s:D:\Temp\Batch\ftpconf.txt

is fine under Win92SE, right?

ljCharlie
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Post 3+ Months Ago

Code: [ Select ]
ipconfig /all /batch C:\ip_all.txt
ftp -s:C:\ftpconf.txt
  1. ipconfig /all /batch C:\ip_all.txt
  2. ftp -s:C:\ftpconf.txt

yes win98 is where I tested that code on

and the
Code: [ Select ]
ipconfig /all | sort /o C:\ip_all.txt
ftp -s:C:\ftpconf.txt
  1. ipconfig /all | sort /o C:\ip_all.txt
  2. ftp -s:C:\ftpconf.txt

is for win2k, and actually the second code list here works on both the output file just looks a little messed up ;) but it still gives you the info you need :D
  • ljCharlie
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Post 3+ Months Ago

Thanks! I have tried the code on win2k and it works. I'll try the other code on a win98se.

Thank you for your help.

ljCharlie
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Post 3+ Months Ago

no problem, glad to help :D
  • ljramos
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Post 3+ Months Ago

What are the difference /advantages /disadvantages of Ultr@VNC and RealVNC
  • ATNO/TW
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Post 3+ Months Ago

UltraVNC is built on the VNC open source model. Added features include improved driver for better performance and a client/server text chat among others. I use VNC, because I installed it on all the machines before I knew about ultraVNC, but I may make the switch after looking it over.

http://www.ultravnc.com/cgi-bin/FrameIt ... forge.net/
  • ljramos
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Post 3+ Months Ago

So REALVNC is a continuation fo what Univ of Cambridge had developed and UltraVNC is a customization/enhacement of the Univ. of Canbridge version of VNC
  • bigcheeez
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Post 3+ Months Ago

Atno,
When I try to click on the link you gave for ultraVNC, i get this error:

FrameIt 5.13a
Advanced Link Redirector

ERROR: http://www.ozzu.com/mswindows-forum/best-way-support-distant-user-t22127-15.html is not authorized to use this script.

I am just curious about it, any help?
  • ljramos
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Post 3+ Months Ago

Try this link http://ultravnc.sourceforge.net/
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Post 3+ Months Ago

Sorry -- I see what they did. It does work if you c&p - they don't like the redirect for some reason. The souceforge.net link ljramos gave is where you want to be anyway.
  • mojo31
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Post 3+ Months Ago

For slow links and better performance over them try tight vnc.

http://www.tightvnc.com

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