SolarWinds Dameware Remote Support (DRS) vs. Microsoft Remote Desktop Connection Manager (RDCMan)

I feel like this is a very robust solution that I would recommend to anyone who relies heavily on remote support. Most of the colleagues I work with already use SolarWinds products to one extent or the other. I feel the price for the solution is very fair and a good value for the product.

Incentivized

The RDCMan software is highly effective at allowing me to organize and manage a large number of servers, and desktop computers. It’s quick and easy to use. It’s also highly reliable. In all the years that I have used it, I have never once experienced a crash or any other sort of error.

Incentivized

• Troubleshooting computers remotely without the need for the user to even be around.
• Install software that needs to be installed manually without having to travel.
• Viewing what the user is doing specifically that triggers the issue, making replicating issues way simpler.

• Quick
• Easy
• Minimal work on user end

Incentivized

• It would be nice if the installed agent would be able to check in with the server so that I can connect to laptops, etc that have the agent pre-installed for when they are off network.
• DameWare could do better with the mobile app. I cannot connect in from the outside with the mobile app to provide quick support if needed. This kind of defeats the purpose of a mobile app. If I am on the network, I probably have access to my workstation.

Incentivized

• When trying to connect to a server/machine, and it doesn't connect, there is a "Disconnected" message that is displayed in the thumbnail. There is no information beyond this that explains why the server/machine did/could not connect. It would be helpful to the IT Administrator to know this information, even if Microsoft Remote Desktop Connection Manager (RDCMan) kept a log somewhere where this information can be analyzed.
• There doesn't seem to be an option for connecting to a server that is usually only able to be accessed from a jump server. This will not connect if the server is set up as a server/machine within RDCman. This would be a beneficial feature to have within RDCman. Maybe one of the missing options is to be able to set this in the prospects for the jump server (within the Microsoft Remote Desktop Connection Manager (RDCMan) window).

Incentivized

This application is one of my most used tools when it comes to supporting end users and the network as well. I don't have to run all over the place to get things done when I can access multiple computers on the network at the same time to accomplish multiple tasks in a minimal amount of time.

Incentivized

Because it has enhanced my ability to trouble shoot more issues during the day. Instead of having to go to each machine and spend time at the machine, I can remote in from my desktop and assist the person 90 per cent of the time. I also use it from home to remote in which saves me the time from having to return back to the workplace.

Incentivized

Yes, always available.

Incentivized

The application always seems responsive to me

Incentivized

I use a Samsung mobile device; DameWare Mobile was working and then after an Android update it started crashing. I reported the issue to DameWare and worked with the technicians and developers to gather data for them to correct the issue. They quickly published a beta release for me to test (which corrected the crashes) and then published an update to the Google Play Store.

Incentivized

Plenty of information and support online, and with many things it's pretty straight forward for the average tech to navigate and work with. But with most things online you're not the only person that's had the issue before, and using a search engine you should be able to figure it out.

Incentivized

It was excellent

Incentivized

The videos were more than sufficient to learn the product

Incentivized

It helps greatly if you know someone already using DameWare Remote Support. I was fortunate as my tech support guys were using it at their hospital and assisted me through the purchase, download and implementation of remote support. As well as, knowing how many licenses to purchase at the time. You have to make sure that anyone assisting in IT can have access to the program with their own license.

Incentivized

We previously utilized LogMeIn. They increased the pricing of their solution which made us reconsider it. I inherited LogMeIn. I am not a big fan of hosted solutions for some vital IT processes. There was convenience in LogMeIn, but there were also risks about the solution that I was never completely comfortable with. I had utilized DameWare at a previous company, so I knew what I was getting with it. It was an easy decision for me to make. DameWare is an exceptional product.

Incentivized

RDCMan outshines TeamViewer in every possible way. It’s fast, more reliable, and easier to use. I have had frequent crashes and issues when using TeamViewer, while none with RDCMan. Screen responsiveness also seems much better with RDCMan versus TeamViewer. I would often experience lag issues when using TeamViewer.

Incentivized

You get an 8 because of the constant initial freeze on most connections. Takes a reconnect to have it work.

Incentivized

• DameWare has allowed us to maintain our non-traditional approach to IT support. It allows our administrators to work from anywhere and has extended their reach to clients domestic and abroad.
• Return on investment was realized as soon as we purchased the licenses. We don't have to maintain a large office space or overhead costs due to the flexibility it allows our administrators.
• First call resolution has increased drastically since implementing DameWare company-wide. The user no longer has to wait to reproduce an error. We can screen share and view it as it happens and mitigate the issues.

Incentivized

• One positive impact it's had was that it has made it easier to manage servers since this could be done from a central location and through only one program. This, in effect, has helped to increase efficiency and save the time of those doing server management.
• Another positive impact was that it is a product that could be deployed/installed by almost anyone, and one that fits reasonably quickly. It also doesn't use a whole lot of system resources when running, so this, in turn, helps the IT/Server Administrators still be efficient in the other work they have to do.

Incentivized