LogMeIn Rescue by GoTo vs. Remote Desktop Services

Not all of our team members are as PC computer savvy as we would like, Rescue allows any issue that arises to be quickly and correctly solved the first time no matter the level of comfort with our systems. We have not come across any situations where it did not work for our set up.

Incentivized

Remote Desktop services are well suited for people looking to connect to Local computers/Servers after connecting to VPN or Local Area Network. It is easy to use and performs superbly without any issues. However, it does not have support for connecting to Non-Windows-based Devices and Applications like Teamviewer beat RDP when it comes to connecting to machines outside one's network.

Incentivized

• The rescue lens feature has come in handy to save us plenty of times. being able to have eyes on the end users' side to see how things are actually physically connected.
• Having the ability to collaborate with other technicians is a feature that I have not seen in other applications. normally the other person has to connect as well which results in lowered connection speed on the end user's side since 2 connections are running.
• The tools to be able to locate and audit sessions are also very valuable for measuring the performance of my technicians.

Incentivized

• When you connect with RDS, everything looks and feels (and is) exactly like you're sitting at that desktop. This is great for us and for users.
• You can sign in with RDS and the desktop will be the same as when you left it (if you choose to set it up that way).
• Although they take some setup, RemoteApps are a very handy way to let users access a program without requiring them to actually connect to a remote desktop on the server.

Incentivized

• one of the prompt in windows users is not vissible, somethimes users missed it and you must start from scratch
• more documentation for apple users
• never could record a session, all the time was a permissions issue, don't know how to do it

Incentivized

• Remote Desktop Services currently does not support multiple monitors on the terminal server. Unlike other applications such as Teamviewer, there's no feature to toggle between multiple screens even if they were connected to the terminal server.
• Remote Desktop Services should provide an option to scale up or down the screen size after a connection is established. Currently you can only adjust the screen size prior to a connection is established. So you'll have to take a best guess at what display screen resolution will fit best on your screen.
• Remote Desktop Services should offer some kind of menu to send special key strokes like Ctrl+Alt+Del to the terminal server. Currently the substitute for that particular combination is Ctrl+Alt+End. But I have yet to discover a replacement for other combination keystrokes such as Alt+PrintScrn.

Incentivized

We may continue using Logmein as it is the best remote support application in terms of connection latency and control. However, since several of our client sites have stricter security policies they block this application and we have to switch to other ways which is inconvenient

Incentivized

LogMeIn Rescue is easy to start and use and does not consume resources on your computer slowing it down. We are also often providing support for non-tech savvy end users who might have a hard time downloading and installing remote access software, especially when firewall warnings start to appear. LogMeIn Rescue's process is intuitive and easy to follow for our users.

Incentivized

The initial setup for Remote Desktop Services is complex, and licensing is costly. Each user connects to their virtual desktop hosted by a single server or group of servers, so a change or issue with servers quickly impacts every single user at the same time. Aside from that, users appreciate seeing their same personal desktop from any device or geographical location.

Incentivized

Log me in has never failed me

Incentivized

no complaints

Incentivized

There are some third party tools available that allow you to manage multiple connections.

Incentivized

I'd say support for LogMeIn is ideal because I haven't ever been in a situation where additional support was necessary. The program runs so efficiently and simply that nothing was needed beyond initial training that was provided by my company. I am saying this as a user that strictly uses the technician console

Incentivized

As with any Microsoft Server product, support for Remote Desktop Services requires a paid support package. These are license-based and very costly, on top of the already costly product licensing. Microsoft's licensing is complicated to begin with, so setting up licensing alone essentially requires a licensing expert's counsel. There is community documentation and support available on Microsoft websites, as well as community websites.

Incentivized

Make sure you have your LogMeIn Rescue account sign-in details handy when installing on multiple support systems.

Incentivized

UI (user interface) is pretty easy to use, you can use rescue from a desktop version or the web when others such as dameware you needed to have the software installed and the affected user needed to be on VPN, so you could take over their system. TeamViewer is good but with Rescue you can link your chat support team members and rescue to work from the same system. Other benefits in rescue is that you can add Ticket to track your IT personnel usage for reporting purpose. For instance if you want to track-down how many sessions the agent A did on a day and link the Ticket from your ITSM system with the information in rescue. I didn't see this option in other tools

Incentivized

We selected Remote Desktop Services based upon price alone. Other solutions on the market are significantly more expensive, but if your company can foot the bill you should seriously consider products that have been on the market for longer. The lack of an ability to easily upgrade farm servers has been a challenge for us - although it is still faster than updating an application on 2000+ machines. The lack of a centralized management console in 2008 R2 is also challenging, but you get by with the tools available to you. If you don't have the money to spend on Citrix or VMWare Horizon, Remote Desktop Services is a decent replacement.

Incentivized

it's perfect

Incentivized

• We kept our help desk staff to a minimum since we no longer needed a tech on each floor.
• Time of resolution went up 65% since our techs were able to quickly see the problem and resolve [it].
• We no longer needed additional software to transfer files, saving us up to $5000 in subscription fees.

Incentivized

• Allowed remote users access from home
• Shared file access for multipolar users from a centralized location
• Cost to add additional users when maxed out
• Purchase multiple licenses for programs to run in virtual machines. Or unable to run on a virtual machine

Incentivized