- Remote into a user's PCs/laptop was easy. We were able to train temporary tech employees quickly.
- It did not require the user at the other end to perform any task, so the medical staff could focus on their duties and not be technical.
- The DameWare client was part of our O/S image, so no software was required for the users to install.
- We did not find issues with DameWare.
- If it could interface with our help desk system (ManageEngine), that would be the only improvement.
- It provides the necessary remote tools to allow you to interact with a machine transparently to the user needing support.
- It allows the client to continue working on their PC while you diagnose their issue using tools like, Remote Registry, File Shares, and Processes.
- I would like to see snapshots of screens (updated at specific intervals) that I am not connected to through the mini remote control module as a way to keep tabs on users.
- I would like to see a troubleshooting recorder, similar to Windows 7's Problem Step Recorders with capabilities to email the recording to a specified email address or post to a support forum.
What are some built-in support tools the product can provide?
Can this tool make it easy to capture a recording of an issue and get that issue recording to the support team?
- DameWare has been a very reliable solution for remote support for out team.
- With multiple authentication options, we are able to connect to computers that have been dropped from the domain.
- The secure file transfer in DameWare provides and quick and easy way to pass files to/from employee computers saving us time during support.
- Connecting to last session is not always the last session.
- Saving your position in the Personal Host List would be helpful. I have a folder structure 3 levels deep and when I'm going through a list of computers it is frustrating to have to browse down through the same levels each time.
- When connecting to a host, an entry is saved in Saved Host List (even duplicates). I would be nice to have an option to save or not save like a quick connect option.
- DameWare Mobile has separate password than desktop and cannot be linked to Active Directory password like desktop.
- Desktop sharing is vital to me so I can see exactly what end users are experiencing and DameWare does this flawlessly.
- File transfers are so simple with DameWare it takes all of the guess work out transferring files so even beginners could use it with confidence.
- These are great tools that DameWare provides to strengthen my ability to get the job done right and get it done quickly.
- Perhaps popup messages that guide a user to where they need to go when sharing a session with another remote user to allow them full access as well.
- When the toolbar gets minimized it can be difficult to get it restored.
It's currently utilized by every administrator in our company and recommended to every client that we support.
- First and foremost, the Mini Remote Control is a lifesaver. It offers a robust set of connectivity options and a snappy console to manage the machines while you're connected. You're able to connect to multiple platforms (Windows, Linux, and MAC). I find these to be a huge benefit especially when it comes to BYOD environments and remote users. As long as there's an internet connection, you can support them.
- System monitoring and information is another feature that is done particularly well by DameWare Remote Support. You can get an in depth view of all services, scheduled tasks, event logs, and much more at the click of a button. This provides a huge benefit to systems administrators by allowing them to query any information necessary to address a problem or apply simple fixes without having to log into the box directly.
- The export tool allows for quick and easy reports to be produced about various information that you select. Whether it's active directly overview or a software inventory for each machine, this proves to be a beneficial tool. Our company utilizes it for software queries and inventory purposes.
- We have had issues with credentials saving for specific domains and/or machines. I would like to see a credential manager in place, especially given that my system administrators manage a portfolio of clients.
- When connectivity is lost for a particular machine, whether it's a reboot or network connection failure the screen just goes blank. It would be nice to have an auto ping show so that you know when the machine is back online.
- I'm sure it's in development, but it would be nice to have a cloud based console or implementation with various firewall vendors adding to their UTM software suite. It would be ideal to VPN to a firewall and authenticate a session with a DameWare client installed on that box.
I use it to access my Application Server for our EHR, as well as our Virtual WTS servers when a reboot is necessary after an update.
- Ease of installing service on a new machine.
- Interactive with Windows Active Directory.
- Ease of navigation throughout DameWare Remote Support and DRS Mini Remote
- A static IP address has to be set on the machine before the service installs
- Virtual display compatibility for multiple monitor workstation support
- Upload and download of software patches in a shared folder with easy access
- The ability to lock the end-user keyboard and mouse to prevent accidental confusion during critical operations
- Import of workstation information from another management system to ease build and deployment of the software.
- Occassional loss of control of downstream system due to unforeseen issues (network/bandwidth?) - possible QOS escalation within the application?
- Remote Support: DameWare makes it easy to remotely manage servers, and assist clients with technical issues.
- Easy Deployment: DameWare makes it very easy to customize an MSI installer for use with Active Directory and Group Policy in order to install the DameWare client on all workstations in our domain.
- WebHelpDesk Integration: One click in WebHelpDesk will launch the DameWare Remote Support software and connect me with a client in need of assistance. When the session is done, the software allows me to update the ticket right from DameWare.
- The only real area of weakness I see for DameWare is the difficulty in setting it up to help clients on other networks or across the Internet. Setting up the DameWare Server can be a bit cumbersome to a less advanced user and it does require some firewall configuration to make work. Compared to items like LogMeIn, join.me, or GoToAssist, this can be difficult for a one-man-shop to set up and maintain.
- Ease of use. Really easy to get up and going.
- From our end users stand point, there isn't anything that they need to do, no typing of codes, installing files etc. They call into support and we are able to remotely connect to help them.
- We've run into some issues using this tool with shared desktops inside our Citrix environment. We use another tool for those support sessions
- Cost, while not overly expensive it isn't free.
- Easy for users to comprehend
- Easy to deploy to Windows desktops for consistent end user experience
- Good security options to offer end user privacy protection.
- Add secure option to operate beyond corporate WAN, I.E. over the Internet like Citrix GoToAssist
DameWare Remote Support is used for all desktop support issues. It allows us to be able to take care of multiple user desktop issues at once.
- Being able to address multiple support issues at once is critical for a small or one-person support staff.
- The interface is easy to work with and logically laid out. There's a lot of functionality but it's easy to just jump in and use.
- The included system tools give you pretty much everything you'll need to manage disks, check events, and run remote backups.
- It does't automatically repair a user's desktop on it's own. Is that too much to ask? Honestly, I've been pretty happy with it.
- DameWare allows us to remotely connect to ANY device on our network
- DameWare takes the guesswork out of troubleshooting issues - end-users routinely describe errors and system glitches incorrectly, so being able to remote into their device to see what they are actually experiencing is invaluable.
- To connect to PCs, users must have administrative rights on the client PC. I totally understand the reasoning behind this, but our setup includes scenarios where we need to connect to clients on a separate domain. We can ultimately connect, but we do not have the ability to take control of the client's keyboard/mouse, even after a client has accepted our connection. This makes the troubleshooting process less effective.
- I can work on multiple PC's or servers at once and never have to walk the user though the necessary steps over the phone.
- It integrates with my Active Directory domain, so I always have a current list of devices that it can connect to. And with the remote server, I can connect to any of them even from a phone.
- For the price, I can't really think of anything that is left out. I would like a way to view what PC a user is logged into.
- The ability to remotely control our desktops and provide UAC credentials is great!
- Having the ability to look at logs, processes, and remote control all from one console saves a lot of time and resources.
- Using the centralized server allows us to activate by user instead of per computer helps to save on cost.
- You are unable to provide UAC credentials if you are using an Internet session
- You can launch the remote control from the main console but it opens another application and forces you to login again to the Central Server.
- Almost no screen refresh issues.
- Simple file transfers
- Connect to multiple computers at once
- I disagree with the Solarwinds business model requiring pay for maintenance to get updates
- Retrieving licenses from PCs no longer in use is a pain in the ass
DameWare Remote Support Review: "Effective remote support for a reasonable cost for most environments"
- Quickly access user PCs.
- Allow quick functionality of common needs (e.g. remote cursor, scaling, remove user input).
- Allows multiple instances.
- Authentication can be cumbersome, there should be an option to remember authentication time for any PC.
- Should provide auto scaling for multiple instances (e.g. auto scale 4 windows to fit one monitor changing the destination resolution as necessary during session)
- Link with AD computer list in a practical way.
- Installation requires no interaction from the end user
- Installs quickly
- Integrated security
- Unable to connect to users not on local network (such as products like GoToAssist)
- Entry screen for computer name is tedious and acts unexpectedly at times
- Simple install.
- Manage computers remotely easily.
- The reminders or service running out or version updates required needs to have the ability to turn them off.
- Registering each install after rebuilding a pc and being required to go through the web site for a reinstall is a big pain.
- Can connect to many operating systems using different protocols
- Uses a variety of authentication protocols
- Easy to configure
- The UI is a little clumsy
- Having to launch a new window after ending the last session does not make sense to me
- It has always been a real pain to login to their website for updates
- Easy installation for the administrator and easy installation when deploying to the end user.
- The interface is extremely easy to use. Even our beginner help desk person was able to pick up and use the software right away.
- We have had not one issue being able to connect with someone and it uses little bandwith.
- I think one improvement could be having a saved directory be able to organize it by lets say domain controllers, and site's frequent users.
- Remote support for troubleshooting desktop issues.
- Active directory sync.
- Mobile app is a great tool.
- We thought the installation and setup was a little cumbersome but worth it in the end.
- We would love to see more analysis features.
- Connecting to end users PC while they are experiencing the problem provides training opportunities as well as being a time-saving tool in resolving issues.
- DameWare is remarkably easy to install and set up. The amount of information it provides with one or two clicks of the mouse is amazing.
- DameWare provides access to all the troubleshooting tools, i.e. event viewer, Regedit.exe, properties without having to even connect.
- The only problem reported has been the inability to utilize the export function in a meaningful way.
- Very quick and easy to remotely install the service.
- Very nice remote support feature set.
- Very quick and easy setup / initial configuration.
- When connecting to different computers, we always have to change the type to Windows NT/Challenge Response. It defaults back to the other type when you click on a different computer. Wish it was sticky.
- Can't set descriptions on computer names, in the computer name list.
DameWare Remote Support Scorecard Summary
Feature Scorecard Summary
About DameWare Remote Support
DameWare Remote Support is a systems administration tool that lets IT admins and support teams provide remote support to end-users. This tool enables users to initiate remote connections with multiple computers at the same time and provide support with the help of the built-in administration tools and utilities. Users can also remotely connect to Windows, Linux, and Mac OS X systems—all from a single, central DameWare console. The vendor says the solution is trusted by over 70,000 organizations worldwide and that DameWare was the first remote support software to introduce Smart Card authentication for remote connectivity.With the help of a secure internet proxy, DameWare lets users connect to thier end-users and customers across the globe—whether they are situated inside or outside their corporate network. The DameWare Mobile Gateway functionality lets IT pros provide on-call and after-hours support by launching remote sessions from iOS and Android devices.
DameWare Remote Support enables IT Pros to:
- Benefit from in-session chat, screenshot capture, and file transfer functionality
- Remotely troubleshoot and manage Windows servers and workstations with built-in system tools
- Remotely reboot systems, start/stop services & processes, copy/delete files, view and clear event logs
- Manage multiple Active Directory domains, users an groups, and remotely reset passwords
DameWare Remote Support Screenshots
DameWare Remote Support Integrations
DameWare Remote Support Competitors
|DameWare Remote Support||$365||per technician user|
|DameWare Mini Remote Control||$259||per technician user|
DameWare Remote Support and Mini Remote Control are licensed based on the number of technician users that use the software for remote administration. There are no limits or restrictions for the number of end-users supported or the number of remote endpoints/computers supported. As you buy higher counts of licenses, the per-seat pricing goes down giving you a reduced total price.
DameWare Remote Support Support Options
|Free Version||Paid Version|
|Video Tutorials / Webinar|
DameWare Remote Support Technical Details
|Operating Systems:||Windows, Linux, Mac|
|Mobile Application:||Apple iOS, Android|