Remote Support


Introduction

We are able to provide remote support to our users.  This can be very useful to resolve problems more quickly.  (A picture is worth a thousand words, and it lets us confidently do low-level things to recover or fix data if this is ever necessary - it is not wise to dictate instructions of this nature over the phone to users who have minimal "low-level technical" capabilities.)  But having said that, most (by far) of the remote support that we do is combined with the telephone (or Internet voice) to provide high quality remote training very cost-effectively. The best mechanism for providing remote support varies according to your computer and network environment and configuration, and your own security policies.

Adminsoft Remote Support Facility

We have a fairly secure remote support facility, which does not require you to set up a special VPN connection or open any holes in your firewall.  You simply run the special remote support program we provide, and initiate the remote session to the appropriate Adminsoft support person. 

We download this tool automatically and keep it up-to-date as part of our normal software updates.   A remote support session is therefore very easy for you to implement from your end: 

  • If our software is already installed (and working), you merely launch the remote support tool from our "Help" menu (see the "Remote support from our Help-Desk" option)
  • In the unlikely event that you can't open our software as far as the main menu, you can use Windows Explorer to launch the remote support tool directly (we will talk you through this over the phone).
  • If you want us to have a remote session to install the software at your site (or if your computer has lost its connection to your network server, and so can't find our support program), then you need to download the small support program directly from our website: To do this, click on the following hyperlink to our special web-page:  Remote Support using UltraVNC Single Click    (We will talk you through this, over the phone - it is very easy to follow.)

Background to UltraVNC "Single Click"

UltraVNC is an "open source" product that can be used free of charge.  (They welcome donations to support ongoing development and project administration.)  It is a very efficient remote support facility that runs well on all versions of Windows (i.e. will work fine on Windows 10, 8, and 7), and has all the functionality we need for most training and support requirements.

We utilize a very nifty variant of this (called "Single Click"), which we have configured for Adminsoft use only.  it can only be used for a remote support session with us.  (We have configured it appropriately so that it knows our IP address etc. - which is why it can only work with us.)

Because it allows you to initiate and establish the remote VNC session from your end, it gets out through your fire-wall without any need for a VPN connection or having to open any ports (i.e. you won't expose yourself to any potential security risks). 

The program will temporarily load itself into your computer's RAM memory, and wait for you to choose the desired support person (and computer if they have more than one).  It will then initiate the remote session as per your instruction.  When the remote session finishes (or is broken because the connection is lost), then the program will automatically (and immediately) uninstall itself (without leaving any residue in memory or in your system Registry). 

Remote Support using "Chrome Remote Desktop"

This is a reasonably secure and simple tool provided by Google as an add-on (plug-in) to their "Chrome" browser.  In late 2019 Google completely re-wrote this facility, and it is now very easy to install and use.  It can be utilized as an alternative mechanism for Adminsoft to provide you with remote support.  However, you can also use it to access your work computer from home or from a tablet device in the field.  We have provided a separate web page to give more background, and to assist with installation and use.   Click here for more...

Other Options for Internet Remote Support

If you or your IT specialist prefer, we are able to use other remote support products.

We have a fixed IP address.  This allows you to set up special security privileges purely for us (with the confidence that no-one else can spoof our identity).  This may provide extra security for a special VPN connection, or allow you to safely open holes in your firewall exclusively for our use.  You would then initiate things by sending us a request to provide Remote Assistance. 

VPN Connections

A VPN (Virtual Private Network) connection is another safe and secure way for us to connect with you.  You need to have your network administrator set up a special VPN connection for us.  This provides a very secure means to let us come through your firewall.  It has the flexibility (and advantage) of allowing us to provide remote support to any workstation on your network (which can be handy when various people use different parts of the software, or if you want us to resolve a problem that only occurs on one particular workstation).  We only launch a VPN connection to your network when required, and close the connection when we have finished.  You can use email from the workstation concerned, to invite us to provide support using Windows Remote Assistance or Remote Desktop facilities.



If you need further assistance or have feedback you would like to give us, please contact our Help-Desk:

E-Mail now to:    Support@Adminsoft.com

Phone: (09) 262 2020  (within New Zealand)

(From other countries +64 9 262 2020)