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Give Tech Support or Grab Files Remotely on any System
Posted by Kevin Purdy at 2:00 AM on July 26, 2008
Whether you're missing a crucial file at work or home, or you just need to tweak one little setting to get Mom's email working again, having remote control of another desktop can be seriously handy. But not everybody can walk the less-tech-inclined through installing a VNC server and opening up their router ports, or have the time to create their own SingleClick tech support tool (cool as it may be). Today, we're looking at the best solutions for getting into a computer remotely, whether you're helping out Uncle Bif, grabbing files from home, or controlling your media server from the lounger. Photo by miguelb.
Windows
The tech support solution: From personal experience, the most techno-phobic aunt, uncle, or boss-with-a-favor-to-ask can hook up with you through CrossLoop, a dead-simple app that uses simple access codes to make sure it's the right two screens hooking up. Lifehacker friend The How-To Geek has a full screenshot walk-through on hooking up the connection (remember to have the help-ees click "Unblock"!). If you're truly tech-savvy, you can even make some money in CrossLoop's Marketplace, helping similarly lost souls battle it out with their systems.
The file grabber: Those among our commenters who had the chance to try out Microsoft's Live Mesh service before it opened to anyone who wanted it agreed that once you got the (admittedly clingy) service installed, making remote connections was a nearly pain-free process. It doesn't mind multiple monitors, it serves up crisp graphics (on fast connections, at least), and can even follow your remote computer through a reboot. What's more, you get 5 GB free to store and sync documents to a "Live Desktop," so if you can't wait for a big package to transfer directly, you can log in, start moving it into the 5 GB cloud, and come back later to grab it. The remote connection happens through Internet Explorer (a convenience or drawback, depending on your mindset), but the rest of Live Mesh's tools work fine with Firefox.
Other options: If you shy away from VNC connections more out of security concerns than difficulty level, it's not too much work to create a secure VNC connection with Hamachi. If you don't like dealing with all those port numbers, IP addresses, and such, ShowMyPC wraps up a VNC client, SSH, and a simple two-way password authorization, similar to CrossLoop, but with clients for Linux and OS X as well.
Mac OS X
The tech support solution: One of the Mac's less-touted assets is its super-simple screen, file, and printer-sharing capabilities. With the introduction of OS X Leopard (10.5), it's easy to control how much of your system is shared and to whom, and screen sharing simply requires an enabling click and a password. Better still, another Mac or any ol' VNC client can connect and command. If we had to choose, though, we're partial to TightVNC.
The file grabber: Apple has rolled their $US100/year .Mac service into the similarly-priced MobileMe, but one thing remains the same—they want you to pay them to link together the tools you already have. Adam's guide to getting Back to Your Mac for free still holds true, using a combination of FTP and screen sharing and setting up a domain name for your home network.
Other options: As noted above, Mac-to-Mac connections are seriously simple (at least with Leopard installed). If you're a Mac wizard but still know enough to help a frustrated Windows user, the free program CoRD lets you create a Remote Desktop connection, which is generally faster and more secure than a straight-up VNC link-up. And if you were on a Mac and wanted to grab files from a PC, you're best off using a simple app like FileZilla to build a home FTP server.
Linux
The tech support solution: You're telling me your grandmother runs Linux? Seriously? Well, we've got a few options to help her out too—or is it the other way around? If one of the two parties needs n00b-level help, luckily most user-friendly distros will have VNC built in—just head to System->Preferences->Remote Desktop to enable it, and the Linux guru should be able to jump in. But for faster, cross-platform support, our commenters recommend a faster client/server combo: NoMachine NX.
The file grabber: To save yourself a lot of headaches, you're best off learning how to set up an SSH server (as described in Ubuntu's wiki), then open it up to outside traffic, and then get familiar with a little cross-platform command line, like the all-important scp command detailed in an earlier series by Gina. Not the simplest solution, indeed, but you will have a secure system that you can get to from any operating system.
We've offered up our picks for the best, or just easiest, ways to get onto your computer, or Aunt Margies', but we want to hear from you. What apps make grabbing a file remotely as easy as sliding a mouse? What solutions did we overlook? Tell us in the comments.
Kevin Purdy, associate editor at Lifehacker, admits to feeling like a pretend hacker when he's using a remote desktop client. His feature Open Sourcery appears Fridays on Lifehacker.
Tags: open sourcery | remote access | remote control | tech support | work
Comments (AU Comments · US Comments)
There are currently no AU comments for this post.
mikesty
Posted 4:05 AM 26/7/08
CrossLoop really is a lifesaver.
mikesty
lightmanx5
Posted 4:04 AM 26/7/08
@ffejie: Copilot works on Mac or PC for sure. (I'm not sure about Linux, or other OSes.) It is an amazing little program that gets around firewalls!
I've used this program from Mac to Mac, and Mac to PC, it's pretty dang sweet :)
(I haven't done PC to PC or PC to Mac, but I'm pretty sure it's solid!)
~JOSh-X
lightmanx5
thrashnbash1
Posted 3:36 AM 26/7/08
Generally I use CrossLoop. As detailed from everyone else, it is quick, simple and just works. It doesn't matter how technical (or in most cases, non-technical) the person on the other side is. Just simple. Again from Windows to Windows is when this is effective.
If I am in Linux, I'll generally (ab)use my company's VPN and initiate an online meeting, have the person on the other end give me control and go from there. It's a Juniper VPN and works fairly well.
thrashnbash1
ks42
Posted 3:35 AM 26/7/08
mikelcal, take a look at copilot.
This is another simple support solution that works with Windows and Mac, [www.copilot.com]
It is a VNC based solution that doesn't require the other person to download anything ahead of time. It downloads and runs on demand.
If you access it on the weekends it's free. They have a pay as you go option and a monthly subscription option.
ks42
the_gank
Posted 3:31 AM 26/7/08
I've used vnc over hamachi, i'll RDP from M$, and recently created my own custom helpdesk support script using the single click tool from UVNC and it's outstanding...it's got file transfer built-in, chat, custom pre-built tasks emulator buttons on the toolbar...which is nifty..
the_gank
bbobjoe
Posted 3:30 AM 26/7/08
TeamVeiwer portable seem great. I could give a usb to the people that might need help (mom, dad, sis etc.) and have it work form there.
bbobjoe
ffejie
Posted 3:29 AM 26/7/08
Copilot needs to be on this list - it's free on the weekends. No installation - not sure if it works on the Mac, but check it out.
[www.copilot.com]
ffejie
xAnarChisTx
Posted 3:27 AM 26/7/08
If I need to quickly remote into somebody's PC here at work, I use Gencontrol. It may not be the best, but it gets the job done, without having the client to do anything on their end.
If I need total control, I use Crossloop. Such an awesome program, and I highly recommend it!
xAnarChisTx
mikelcal
Posted 3:23 AM 26/7/08
are there any options for helping my clueless sister from my Vista PC to her Mac OSX Tiger? Maybe not...
mikelcal
rainbowsky
Posted 3:22 AM 26/7/08
Now that I think about it, why not simply use Zoho?
rainbowsky
rainbowsky
Posted 3:13 AM 26/7/08
Hmmm . . . TeamViewer--quite nice; but no mention of Radmin (shareware), Remobo (freeware), or iRemotePC (trialpay). UltraVNC? Very easy Single Click pacakge. MyIVO? Many more solutions are available, so I am bit dismayed by the lack of coverage.
rainbowsky
Sensai
Posted 3:12 AM 26/7/08
Sadly, my girlfriend, who is the person who needs help most, runs on a Mac while I am on a PC. Because of this, CrossLoop (which is astounding; I recommend for PC-PC help) does not work.
So, we use a program called Yuuguu that supports cross platform screen sharing. It's not quite as quick as CrossLoop, but it's easily installed and maintained just like Skype/AIM/any other buddy list program.
[www.yuuguu.com]
Are there any better alternatives that anyone knows?
Sensai
geek22
Posted 3:07 AM 26/7/08
Showmypc seems to be limited to 1 hour of connection in free mode
geek22
LouSir
Posted 3:06 AM 26/7/08
It does not get any easier then crossloop. Remember, grandma is on the other end of this tech support call and she needs something dead easy.
Even if Crossloop fails every once in a while it's easier and faster to start up again then the initially setting up another method.
LouSir
sameep
Posted 3:01 AM 26/7/08
For browser based access to you Linux desktop , you can use a package called vnc-java. Works great.
sameep
ComanderPam
Posted 2:56 AM 26/7/08
I have used Crossloop for tech support in the past. It works okay, but there is sometimes when I am unable to connect to my client and the speed can be all over the place when you are trying to work.
ComanderPam
Mark
Posted 2:50 AM 26/7/08
Hands down, Crossloop is the best. As for file transfer, I used Hamachi for a while and it was great (zero config like CrossLoop). I was even able to send a file to the remote computer's printer. On the other hand, if you run SSH ([lifehacker.com]), you could use WinSCP.
Mark
JDonner
Posted 2:49 AM 26/7/08
I would never use a 3rd party to control my own PC...
JDonner
ShadowSpirit
Posted 2:47 AM 26/7/08
I've tried a lot of remote assistance programs. I started out using ShowMyPC, but found it to be clunky. I've since started using Team Viewer and I love everything about it. I love the interface, reboot and reconnect, file transfer, connection switching, everything.
ShadowSpirit
The How-To Geek
Posted 2:45 AM 26/7/08
Note that you can also transfer files with CrossLoop as well when necessary... the client is really made with the ease of use of the end user in mind, to make tech support sessions simpler.
I've been using Live Mesh since Kevin reviewed it a little while ago... really works well for personal use.
The How-To Geek
andrewheiss
Posted 2:45 AM 26/7/08
I use Hamachi + TightVNC on all the computers I manage in my family and have only run into problems with Vista letting me in
andrewheiss
GHETTO.CHiLD
Posted 2:40 AM 26/7/08
@envador: I agree, go with logmein.com. I maintain all of my computers this way.
GHETTO.CHiLD
envador
Posted 2:38 AM 26/7/08
I use www.logmein.com ... there isn't a file transfer option for my free account, but depending on what kind of files i need to get from one system to another, i do the lazy way and .zip them up and email them to myself via Outlook Web Access. Logmein doesn't require any router ports explicitly opened.
envador
joelena
Posted 2:35 AM 26/7/08
Teamviewer is a similar alternative to CrossLoop with a USB-portable version. The statement about licensing is confusing, but it is definitely free for personal use.
CrossLoop can be run without installation, but it will leave your settings in the registry.
joelena
megamello
Posted 2:25 AM 26/7/08
i use CrossLoop often for remote assistance and, apart for occasional crashes (actually failed start of the viewer), it works great and it's easy to operate for anyone non-tech-savvy.
megamello
derekhaltom
Posted 4:27 AM 26/7/08
@joelena: Wait, they have portable USB version? Where might I get this? I have been using TeamViewer for months now, and I love it. I would love even more to have a version I can run from my USB drive...
derekhaltom
whereisian
Posted 4:25 AM 26/7/08
For work, it's either VPN with RDP or just ssh (depending on what computer I need).
For home it's a dyndns account, ssh and VNC/ssh.
whereisian
FastBytes
Posted 4:22 AM 26/7/08
Another CoPilot user here. When you're doing "pay for" support, you can have your client pay the ticket.
FastBytes
Maksimir
Posted 4:47 AM 26/7/08
logmein.com worksquite well and is easy to install.
Maksimir
bbobjoe
Posted 4:43 AM 26/7/08
@derekhaltom: Joelena put the link in their comment. I will repost it for you [www.teamviewer.com]
TeamViewer even has a download that you can have your client (our technically challenged family member) download and run which does not install anything.
I have not used this yet, but am looking forward to being able to help my family and friends with problems.
bbobjoe
GilbertErik
Posted 4:34 AM 26/7/08
On just about any Windows box, it's RDP (over ssh) FTW. I wonder why the Remote Desktop solution BUILT-IN to most Windows flavors (excluding Home editions) was overlooked...
GilbertErik
Rhayader
Posted 5:06 AM 26/7/08
It takes a little configuration, but the baked-in Windows Remote Desktop Web Connection (google it) is also pretty snazzy. Rather than a VNC-based "viewing" of the desktop, it actually lets you log in to a machine remotely.
Rhayader
JPS99
Posted 4:52 AM 26/7/08
I've been using MYIVO (My Instant Virtual Office) for a while now and love it. I like that it's FREE and it's cool the way it auto-scrolls your view screen around if you're connecting to a system with a much higher resolution. I often connect from a 1024X768 system to my home desktop with 1680X1050 pixels res, and with VNC or RDP it's a pain. MYIVO automatically scrolls the screen to follow the mouse. I also like that MYIVO can connect to a remote sytem either in Desktop mode, or File Transfer mode. I've moved some pretty big files onto systems that needed hotfixes and it worked well.
My 2 cents worth. check it out at www.myivo.com
JPS99
danquixote
Posted 5:43 AM 26/7/08
a vote for Zoho Meeting.
danquixote
bduenskie
Posted 5:34 AM 26/7/08
logmein.com for me
bduenskie
5cents
Posted 5:55 AM 26/7/08
@Sensai: Yeah Yuuguu doesnt quite look up to OSX standards, but it is dead simple.
5cents
KillaBee75
Posted 5:54 AM 26/7/08
another logmein fan here. Makes quick work of my father-in-law's new Vista issues, without having to go anywhere.
KillaBee75
anamika
Posted 5:52 AM 26/7/08
I've used the free version of Log Me In for about a month and it works well across platforms (Mac to PC and vice-versa).
anamika
sloped
Posted 5:52 AM 26/7/08
logmein.com
Easy to setup access to multiple pc's and doesn't require any firewall configuration. Also I can use it in Linux to access windows boxes, even if it is a bit clunky.
sloped
mjschmidt
Posted 6:04 AM 26/7/08
What about Windows Remote Assistance for helping family or friends on a PC? Have them click on Start > Help and Support > Remote Assistance > Invite someone to help you.
Remote assistance invites can also be sent from Messenger to other Messenger contacts.
I've used this to help my dad with his XP machine while using my Vista Home prem. laptop.
The end user can choose to allow you only to see their screen, or they can give you full control over their machine.
mjschmidt
victor313
Posted 5:27 AM 26/7/08
LogMeIn works on Macs, too.
victor313
fshultz
Posted 4:31 AM 26/7/08
I setup SSL Explorer on a computer I have running at my house that allows me to login behind the firewall and VNC from within SSL Explorer. It works very nicely and lets me get files, etc securely and is free for a 2-concurrent user license.
[3sp.com]
fshultz
WillowGoldfinch
Posted 3:24 AM 26/7/08
For Mac and Linux client side, sshfs is the bomb. It uses the Fuse (or MacFuse) framework, which is easy to install. Once that's in place you can mount an remote disk locally as long as you have ssh access. Mac has a sshfs app, which is adequate, but command-line is just as easy. --- Bruce McKenzie brucem@dynamicrange.com
WillowGoldfinch
anthonylitz
Posted 6:40 AM 26/7/08
VOTE: Hamachi + TightVNC :)
anthonylitz
Breach
Posted 7:23 AM 26/7/08
Nice, Crossloop looks perfect solution to my remote parent support issues.
Tried hamachi and VNC too, but found that to be kind of a hassle, since my parents cant configure either without me if something goes wrong
Breach
Captain Bringdown
Posted 7:58 AM 26/7/08
Windows-to-Windows: TightVNC-to-TightNVC + freeSSHd + PuTTY
Windows-to-Mac: TightVNC-to-Vine Server + SSH (Remote Login) + PuTTY
Captain Bringdown
MrJenkins
Posted 9:41 AM 26/7/08
TeamViewer seems to be the most simple solution for me to fix a clients pc when the client is not at all tech inclined. I simply tell the client to go to www.teamviewer.com, click "Start customer module" and read me out their id # + once-only password.
Couldn't be easier.
MrJenkins
blackbones
Posted 10:14 AM 26/7/08
For quick remote file access on the mac I use FarFinder. Simple log in on any web browser. Can upload or download for/to your machine. Can also log in and email files from your machine to clients, this works great if you're on the road only have web access via iPhone etc.
blackbones
derekhaltom
Posted 11:17 AM 26/7/08
@joelena: @bbobjoe:
Thanks to you both!
derekhaltom
bmeouf
Posted 12:06 PM 26/7/08
what can i use on my windows PC to connect to a Mac's Remote Desktop??
bmeouf
Captain Bringdown
Posted 12:24 PM 26/7/08
@bmeouf: If you already have Apple Remote Desktop 3.2, then from what I understand you can use any 3rd-party VNC client available on Windows (I recommend TightVNC or UltraVNC. But ARD costs $$$.
I recommend Vine Server ([redstonesoftware.com]) over ARD. It's free and it's what I run on the Macs that I admin.
Captain Bringdown
E_Merlin
Posted 5:36 PM 26/7/08
Logmein for me as well
E_Merlin
Freezen
Posted 1:29 AM 27/7/08
I've got an interesting solution implemented by my boss:
VNC. It's kind of neat the way he set it up:
VNC Listening Daemon on the tech's computer
User connects to a website, runs a self-extracting executable. Contents of .exe:
winvnc4.exe
wm_hooks.dll
runme.bat
Batch file runs on extraction, runs the following line:
winvnc4.exe -noconsole -connect dns.or.ip.address::5500
This connects the VNC to a dyndns.org host (my PC), which is on listening mode. Instant connection, no user intervention required, and once the connection is closed, the temp VNC connection is closed.
Freezen
m-p{3}
Posted 2:13 AM 27/7/08
I use Remote Desktop over an SSH connection for my personal use. Pretty straightforward, but pretty efficient.
m-p{3}
ICEBreaker
Posted 1:57 AM 27/7/08
VNC sux big time. I did a lot of web research on VNC and it was so promising. Yet in practice there is far too much lag and refresh problems - and this on the ethernet, not internet.
I use RDC (remote control connection) to connect to Windows machines from my Mac. That's cool, because I have lots of PCs at home, but my fav machine is a Mac. So I use that to control PCs all over my home.
Yup, one of my chores is to help my mum when her emails are not downloading.
ICEBreaker
Captain Bringdown
Posted 2:22 AM 27/7/08
@ICEBreaker: Then you must have a shitty local network clogged with traffic (or just poor quality hardware), used poor/underdeveloped software, machines that don't have sufficient memory and/or didn't bother to tweak the server/client settings so that they don't insist on the highest image quality. I use VNC to control 40+ Macs and PCs at my workplace's LAN and it is an invaluable tool.
Captain Bringdown
sumyunguy
Posted 8:57 AM 27/7/08
Logmein ftw
sumyunguy
BigDASH
Posted 12:50 PM 27/7/08
I have used Team Viewer on many occasions. It is the best tool I have found that allows me to help me help my Mother and her Friend, with there PC problems. I have also used the file transfer while getting a support file from another family member. I even used to use it to remote into my machine at home to grab files and or go to restricted sites from work behind the corp firewall. Until my company blocked it. :(
BigDASH
bobbyn01
Posted 12:04 AM 29/7/08
Log me in was awesome when I was 3000 miles away from my computer and wanted to access it without needing someone to click accept. Also they give you a free month trial of their more costly offerings if its the first time installing on that particular pc. They even work with Macs now.
/shameless plug for logmein
bobbyn01
Patrick84
Posted 1:57 AM 29/7/08
Techinline is a great tool for remote access, www.techinline.com
You can run it from any point in the world and connect to any other machine without installing anything, and it's $30 a month
Patrick84
moogybaby
Posted 2:55 AM 29/7/08
Logmein Pro, definitely.
It's also fun to log into my work machine at any hour and send e-mails that make it look like I put in far more hours than I do.
moogybaby
thomanjones
Posted 5:02 AM 30/7/08
Mac -> PC: logmein, RDC
PC -> Mac: logmein
PC -> PC: Crossloop, RDC
Mac -> Mac: logmein
thomanjones
aliencam
Posted 5:21 AM 30/7/08
what about Linux to Windows/Mac? I have never really found a working solution for this...
aliencam
poquelicot
Posted 6:14 PM 29/7/08
It's french... but you could use [www.spark-angels.com] which is great service to assist distant people. It's totally free ;)
poquelicot
SharvariAthos
Posted 6:56 AM 27/7/08
Plus 1 for VNC listening on port 5500. I have my Ubuntu desktop running the VNC server listening for incoming connections on port 5500. I have my family members' computers installed with WinVNC and all i need to do is have them right click on the icon in the taskbar and click "Add new Client." Then they type in my DYNDNS account name:5500 and i have complete access to view and fix the issue.
SharvariAthos