If you have ever tried to provide help or support to computer user over the phone, you know that “using them as your eyes” is not the greatest. People assume things about how their computer is working and/or misinterpret what they see on the screen.
The simplest answer to this problem is to go over to the problem computer, put your hands on its mouse and keyboard and fix the problem. However, that is not always feasible. The computer in question might be in your parent’s house outside Atlanta or in a company location a thousand miles away.
So how do you quickly deal with such a problem? My suggestion is to get remote access/support software. This allows you to see on your screen what is being displayed on another computer. As well, it allows you (if you are allowed by the remote person) to take control of the remote computer’s computer, mouse and keyboard. You can then diagnose and fix problems remotely.
There are lots of software programs that allow you to remotely access and support computers. Some examples are GoToMyPC, LogMeIn, and PCNow from Webex. While they each have their strengths, we prefer to use TeamViewer (www.teamviewer.com). The non-commercial version of the software is free. It provides many advantages (E.g. one program for support and access, allows remote administration and file transfers, works behind firewalls, highly encrypted, etc.) There are also commercial versions of the program that allow you to make a one-time purchase and not have to pay monthly usage charges.
