The following is a guest contribution written by Tim Lenahan, author of many blogs including TimmyJohnBoy.com, where he often speaks about technology and computer support topics. Make sure to welcome Tim in the comments below the post!
This post marks two firsts for Y.F.N.C.G. It’s the first post in a new series I’ll be running here called “Computer Guy’s Toolbox”, which serves to highlight a product or service that I think will benefit the independent computer tech with an emphasis on affordability. This is also the first post written by a guest contributor! If you are interested in joining the Y.F.N.C.G. team as a guest contributor, please contact me and let me know what you’d like to contribute!
What is LogMeIn?
I’ve been using LogMeIn Free for quite some time and have fallen in love. LogMeIn.comoffers several paid services with different levels of usability, but in this post I would like to focus on LogMeIn Free.
LogMeIn is a web-based solution allowing you access to a remote computer over the Internet via your web browser. In other words, LogMeIn gives you the ability to control a computer from an off-site location allowing you to complete any task as if you were sitting in front of it.
How is it helpful?
As a family techie:If you happen to be someone who other family members or friends turn to for computer assistance, you can install Logmein on their computers, add them to your account, show them how to enable and disable access (so they can allow you to access to their computer) and then help them without being “on site”!
As an independent computer repair consultant: Imagine being able to offer your customers a more convenient (and probably lower cost) solution to their computer woes! Instead of charging them for travel to and from their location, you can offer to just have LogMeIn(a simple to set up and small program) put on their computer. Simply instruct them on how to disable it when it’s not needed (for their security) and how to enable it during a support session, and voila: a simple cost effective solution!
Security Concerns
The positive: The free service provides a 128 bit SSL end-to-end data encryption which is more than enough to be safe for the uses I’ve listed so far. Paid versions of LogMeIn offer more options and more security but they’re obviously not free. Editor’s Note: 128 bit SSLis on-par with most corporate VPN encryption. The security benefits of the paid version come in to play if you need to access network shared resources on the destination computer.
The negative: Whether you are the techie-relative to whom the family turns in times of need, or the independent computer repair consultant with clients all over the neighborhood, you must be someone who your customer can trust not use this software for malicious purposes.
In Conclusion
If you are looking into possibly adding a remote assistance service to your computer repair service offerings, then I would suggest a browser-based solution such as LogMeIn. They offer a list of other subscription offerings so check out the Products page to see what product will best fit your needs.
Do you run a computer consulting business and offer remote assistance? Have you tried a browser-based solution like LogMeIn? What are your thoughts on the subject?
Related posts:
I found the UltraVNC single click connect utility a few years ago and offer it as an option to clients, as well as to friends and family as a secure way to be able to let me work on their computer, without installing anything.
It allows them to completely control the connection and only make it when they need help. They call me and let me know and then they start the connection and I can work on the computer.
It’s worth a look.
http://www.uvnc.com/pchelpware/sc/index.html
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Matt R.
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February 4th, 2009 at 11:58 pm
Ian, thanks for the recommendation! I’ve think I’ve heard of UltraVNC, doesn’t that require a server or some sort of special configuration on your end? I’ll have to check it out!
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First welcome Tim, nice to read your thoughts!
I am always concerned when I have to use outside sources. I rather setup TightVNC or one of the other free remote desktop programs and then connect remotely that way. If the user has a dynamic IP address and you can’t get access to them remotely just have them visit a site like WhatIsMyIP.com or similar to find their IP. Once you have it you are in. Bonus for VNC if the user is on a lan you can port forward all their machines so you can connect to each and every machine just by choosing a different port for each machine.
For my clients I have SonicWall hardware firewalls that have VPN built in along with static IP’s so I just VPN tunnel to their lan and I am in.
Great review and article about a service that could prove to be useful in certain situations.
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I use LogMeIn to connect to customers’ computers when they need help.
My concern is the fact that it always wants to run – I only want it to run on demand when the customer clicks an icon.
So I created this batch file that runs on shutdown to stop it from running automatically on restart.
#1 Solution
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@Ian: Good recommendation. After a quick look at the website for “the UltraVNC single click connect utility” I have some thoughts.
I like the idea that the customer can initialize the connection. The obvious workaround for LogMeIn Free (having the customer enable the software) works ok, too.
I also like how the program can only do a reverse connection adding more security.
I also like the idea that the program is automatically uninstalled after the connection ends.
LogMeIn Free does have a button for “cont-Alt-Del” adding more functionality. Also, LogMeIn is browser based allowing for more flexability.
@Phil: Using someone else’s software or service is usually a concern. For some people, maintaining and monitoring their own servers is also a concern. I can see the place for both self-hosted solutions AND SaaS-type solutions. Good remarks!
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@Tim Cinel: Good idea. As I mentioned in the post, you can instruct the client on how to disable the software, but LogMeIn is still running. Perhaps it WOULD add more comfort to not have it running AT ALL unless being used.
@Phil: I forgot to thank you for the welcome!
@Matt R.: Thanks for the editor’s note helping to clarify the security topic within the post!
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I use teamviewer, basically run the software and off you go troubleshooting the remote PC.
Of all software, I think this is the most foolproof software and there is no installation needed.
(:
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@azharlah: I’m not that familiar with teamviewer. Thanks for the suggestion.
I like the idea of lifetime licensing, but I would wonder what would happen if the company went under.
Also, the free version seems to set a restriction against commercial use while LogMeIn Free doesn’t, I scoured the LogMeIn site and found the answer on this page
I do like some of the features such as chat and file transfer, although I’m not sure if those features are available in the free version. It seems as if there is the ability to actually switch the control back and forth!
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LogMeIn Free is an awesome tool, but obviously has its limitations in terms of using it commerically..First of all, the lack of branding options or a file transfer. I’m using Techinline (http://www.techinline.com) which is very easy to use and inexpensive in comparison to some of the other tools out there. Great for a small business such as my helpdesk
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@Anthony: From a very quick scan of the website, this option seems very interesting! The pricing seems very reasonable and even offers a per-session option.
There seems to be options like full-control, view-only, and even the option to share your desktop with the customer (maybe for training sessions?)
Great alternate suggestions so far! Thanks for the input!
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Great stuff so far guys, love hearing about other tools that work well for you!
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Tim,
You can get it at http://www.teamviewer.com/index.aspx
I have tried others, but teamviewer is still the best so far for client remote desktop management.
(:
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This looks like a great service…and it may alleviate those “tech support” phone calls I get from my 64 year old mom who thinks I can fix her computer over the phone just by explaining to me what the screen looks like!
Matt
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LOL! If she still has the screen and can at least read the error message to you, you’re one of the lucky ones!
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LogMeIn is an awesome tool but I’ve been using TeamViewer to troubleshoot my cust’s problems for more than a year. Its equally good.
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Tim
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January 11th, 2010 at 2:21 pm
I tried out Teamviewer and I too liked the experience! LogMeIn is beta testing another service called LogMeIn Express that works similarly to Teamviewer. I have tried it yet but I sure plan to!
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LogMeIn is now free for commercial use as stated here in their website: https://secure.logmein.com/welcome/get_logmein_free/why_is_it_free.asp
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I think for free use LogMeIn and TeamViewer are both pretty good. If you are just doing occasional support sessions for friends or family they are both good options. I am an A+ certified technician. I needed something that we could use for our business. After evaluating a slew of products including TeamViewer for business, LogMeIn Rescue, ScreenConnect, CrossLoop, and Bomgar I narrowed it down to two softwares.
I liked Bomgar and ScreenConnect because they were both self-hosted. It worked fine with my network infrastructure and both were easy to set up for demo purposes. Bomgar had a separate piece of hardware which ultimately causes their product to be way more expensive. Though they had some additional features I really didn’t need all the bells and whistles they offered. Since I had to consider pricing I went with ScreenConnect. I was very happy that it, like Bomgar, is self-hosted. That added for increased security and speed over our network. I even did my own customization to use my company logos and designs. I just recently downloaded the software for my android client. It worked treat, though I prefer not to do remote support over a phone if necessary.
If price is a consideration, as it always is, I would suggest checking out ScreenConnect: http://www.screenconnect.com/
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I’ve been using Showmypc to get an easy remote connection to the client’s PC, and then I install and configure LogMeInFree. Then kill the Showmypc session and I’m good to go with the LMI session.
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