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Computer Remote Control for Tech Support on The Web


Computer desktop, server, and peripheral support and assistance.
 

Computer Tech-Support through the Web


By Tech Support at 2014-05-13 20:40:33

Online Computer Desktop Support for Productivity Applications



There are many applications available to users for business use. The applications range from the simple word editors to more complicated and complex editors like Microsoft Word. Tech-support for simple or complex editors is most often provided by tech-support staff in local internal IT departments. Computer desktop tech-support is often facilitated by software for computer support. Internal IT tech-support can also address computer desktop issues by being on-site and physically being present at the same location the computer desktop is in. There instances where remote support is required . In such cases the IT tech-support staff accesses the computer desktops and PC computers remotely by using special online software for remote support.

Online Tech-support, Desktop Remote Support Online



Online desktop remote support software is the software used by tech-support departments that don't have immediate physical access to the desktop computer which is having an issue. Software such as Online desktop remote support software is the software used to access distance computers for users who are not at the same location as the tech-support staff. This is a very common scenario for even SMB sized businesses as they will often have remote workers or smaller branch offices. Although larger companies most often typically have their own IT departments, is is very common for them to use software for online desktop support. The reason for this is that online desktop support software provides fast access to remote computers through the network and in the case of remote offices, the access could be online through the Internet. Regardless of location, online desktop remote support software is a reliable mechanism and application for online remote support.

Software for Remote Control Server Support


Two examples of a system of system board integration of remote control support is by HP and Dell. HP has successfully developed a system for remote control console access of servers called HP iLO (HP Integrated Lights Out). Dell has also similarly developed a system of remote control control called Dell DRAC (Dell Remote Access Console). These two server and desktop manufacturers have successfully developed their platforms for accessing their servers. HP develops DL and ML series servers that are rack and tower based. Dell manufactures the Power Edge line of server. Although the system of remote control access has been successfully developed and integrated into their server platforms , it has not been applied to their their line-up of desktops. Desktops, computers, laptops, still require software for online support that requires and operating system to be installed and cannot operate independently of the main system board. Web based desktop support software provides the access for remote control and remote access to Dell and HP based desktop computer systems. Although there are similarities to Dell DRAC and HP iLO such that tech-support departments or managed services support companies can access a computer system remotely through the web, the difference is that Dell iDRAC and HP iLO does not require an operating system like Microsoft Windows to be installed on the server. In addition, HP iLO and Dell DRAC is comprised of not only software for online desktop support through the web, but is also a set of chips and specialized firmware. Web based desktop support software doesn't require and specialized hardware but indeed require an operating computer desktop or laptop system in order for the process to run and to permit successful connections through the Internet.

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By yon von rhinehardt at 2014-12-05 20:14:14

Just recently we had to provide remote support to a field technician who was working on a server. The server had a failed drive in a RAID 1 volume. One of the drives had failed about two weeks prior and was replaced. It appears either the second drive in the pair failed shortly after or was also in a degraded state. The drive had been replaced in the server by another filed tech. The drive was inserted hot. The server had a PERC 6i RAID controller so it could be swapped out hot. The drive was a SAS 10k drive. The replacement hard drive may not have been a hot-plug drive or both drives were having issues at the same time but one had failed with the other ready to. Regardless, the server seemingly ran okay except for the extra slowness. It appears now, as the development of this issue is looked back on that the rebuild process was not completed even though ti was weeks later because the remaining remaining drive, the one that was swapped into the server did not have all of the system files on it. The server probably still be running with the drives in such a degraded state but it had been rebooted and that's when the problems began. The tech was onsite until early hours the next morning. With the field tech onsite, another engineer was supporting him through the web.


The access was through another server that was onsite and still working properly, an exchange server. The exchange server was remotely controlled through the web. Remote control of the exchange server through the web allowed a jump point or a remote access point from which the iLO interface could be connected to. iLO on the server permitted indirect remote control access through the web. The remote control of the server worked wonderfully through. We were able to access the server and assist the technician working on the server. He was a fairly new tech but very good. This was computer support through the web at its finest. With PC support through the web we are able to remotely access client desktop computers but this option was not available in this case because the computer, in this case a server, was not even booting to an operating system. For desktop support through the web to work, the remote desktop computer or server has to be connected to the web. The computer desktop or server has to be online to connect directly through the web for support. Computer support over the web came in the form of working from working from another working online computer on the same network . In this particular instance, it was another server. Remotely connecting with remote control to the server permitted us to assist the less experienced technician. PC support through the web permitted remote assistance of the field technician. PC support through the web can help support regular standard computer desktop users but also other technical support people. The connection for support is online through the web. Computer support over the web does not necessarily have to be a direct connection through the Internet. It can come in the form of indirect access. As experienced, ILO and DRAC interfaces and remote consoles are not always directly accessible via remote access to other systems on the same or a connected network, access can be achieved to the troubled computer or server. Typically, remote access is direct to the desktop or PC the user is accessing and physically in front of. There are instances where desktop support over the web takes on a form of server support and in those cases more support tools into play and catalyst the support efforts such that problem resolution is expedited.


 

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