Enable Remote Support
Page updated 22 June 2008
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Enable Remote Support
Page updated 22 June 2008 |
When using computers we all have problems from time to time where we need a little help. Even so-called "experts". sometimes resort to Google to get an answer but there are often circumstances when the results returned are confusing or even, in some cases, malicious or misguided.
Experience helps to evaluate such search results but it may be better, if there is doubt, to ask for some guidance just in case you make things worse. Examples where you should leave well alone include changes to the Registry unless you know what you are doing. Unless you have a good reason, e.g. detailed step by step instructions on a reputable manufacturer's web site, - DON'T DO IT. Similarly Registry Cleaners - even ones that are recommended - are to be used with great care. If you don't know WHY you are doing it DON'T. Ask for help!
Do not allow anyone who you do not trust completely to remotely connect to your computer. With this remote access technology they will have full access to your computer and would be able to read any files or open any email. You do not even have to be there. The computer just has to be switched on! By following these instructions you are accepting that you acknowledge this warning and give your full permission for me to access this your computer. This applies to John Steele or any other delegated administrator. On my part I will agree to only access your computer for the purpose agreed and when we agree. If I should delegate access to another person it will again only be with your express agreement.
LOGMEIN is a remote access program that is designed for use with Helpdesks. This is now being used in preference to an older program - VNC - as it gives a greater degree of control and is much easier for me to use on a broadband connection through firewalls. I have one and you probably have one to.
This service is offered principally to GXCC club members and please be aware that it may not be possible to give immediate help as I am working full time. Non members with problems may also contact me to discuss terms and can sometimes be supported depending on how complex the problem is and the urgency.
No guarantees can be given however as to whether problems can be solved, although every effort will be made to ensure that at least the situation is not made any worse.
Before agreeing yo permit me to control your computer it suggested that you visit the site and check that the security offered is acceptable. If you install the sortware, and give me the appropriate passwords, you are giving me permission to access your computer and you are willing to trust me with all of your data.
Subject to your antivirus and firewall settings I will then be able to install/uninstall software reboot your machine etc.. there are some AV and firewall packages that need settings to be altered to enable remote control. They are quite legitimately protecting against remote applications making changes to the system. this is very good for the defence of your computer but it prevents me from helping you! am still working out what packages cause problems and what needs to be set.
So far I have found that the following security related programs cause problems - I believe that in each case it should be possible to configure the application to permit full control (but I am still learning about these limitations and any workarounds):
The following instructions will be easier to read with a screen resolution of 1024*768 or better. The screen shots are shrunk to reduce space - click on the image and a full size version will appear in a new Window.
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The process is initiated when you ask for help. This might be face to face at the Gerrards Cross computer Club, by telephone, or by email. You will receive an email from me that looks like this -> Click on the link as it says on the email. This confirms that you have read and accepted the caveats and warnings above. |
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Clicking the link will connect you to the Logmein site -> You will create an account for you within my group of users. Fill in your name and create a password. This is your own password used to access Logmein - I do not need to know it and I am unable to change it. All I would be able to do is delete your account. |
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You will now see the list of all computers that you have access to. The list SHOULD be empty unless you are using your account to add a second (or more) computers). Look for Add Computers on the right and click on the link. |
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You will now see a list of services that Logmein support. We need to pick the Free option as shown. Feel free to look at the details if you wish. |
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The program will prepare to load and install. |
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The usual confirmation dialog box will open - click on Run to continue. |
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Loading will continue... |
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... and installation will start. Click on Next. |
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Agree to the terms and conditions by clicking on I Agree. (Does anyone ever get this far and disagree?) |
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This is a typical installation options selection - select Typical and click Next. |
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Installation then starts. The computer name shown will be picked up from your computer (did you know it had one?) - it can be changed here and it will be used to identify the computer on the Logmein page. |
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You may be asked to enter a Computer Security Code. This does not always happen This is a special password to give me access to your computer. You will need to tell me what this is by telephone (so don't make it too complicated) or by email if you are not too paranoid. You will also need to tell me any username/passwords that are required to login to a user account. If I am helping you it is almost certain that I will also need an Administrator login. |
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This is what will happen if it is too short! Less than 8 characters. Click on OK to continue. |
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Following normal installation practice we now have to confirm the installation location. accept the default unless you have good reason not to. |
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Installation continues - this screen shot shows the progress bar part way through. |
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We have finished! At least we will have when we click Finish. |
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You will return to the Logmein screen. You should now see your computer included on this page! The name will be taken from the computer you are installing this software on. I may move it to another group but will still leave it visible to you. If you can see any computers other than any you have added then please let me know URGENTLY. You may use the account you created to add other computers to the group. You may control them yourself and this might be useful to you. Please let me know if you do add machines so I am aware they are legitimate. As a reminder - once you tell me the Computer access code (if any) and the administrator account details I will be able to connect to your computer at any time whenever it is switched on (and I can see that as well on my version of the list of available computers). You do not even have to be there. I will not connect unless you have asked me to. |
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Page last edited by John Steele on 20 June 2008. Please advise me if you find any errors.