SolarWinds Dameware Remote Support (DRS)

SolarWinds Dameware Remote Support (DRS)

Score 8.7 out of 10
SolarWinds Dameware Remote Support (DRS)

Overview

What is SolarWinds Dameware Remote Support (DRS)?

DameWare Remote Support from Austin IT company SolarWinds is remote administration software for the remote control of desktops, laptops, and servers behind or outside the firewall, allowing registry editing, restart services, logging activity, account and password management, and more. The...
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Recent Reviews

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Awards

Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards

Popular Features

View all 14 features
  • Screen sharing (53)
    10.0
    100%
  • File transfer (50)
    10.0
    100%
  • Remote management of servers & workstations (58)
    9.4
    94%
  • Over-the-Internet remote session (48)
    7.5
    75%

Reviewer Pros & Cons

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Video Reviews

Leaving a video review helps other professionals like you evaluate products. Be the first one in your network to record a review of SolarWinds Dameware Remote Support (DRS), and make your voice heard!

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Pricing

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Dameware Mini Remote Control

$276

On Premise
per technician, unlimited end users

Dameware Remote Support

$388

On Premise
per technician, unlimited end-users

Entry-level set up fee?

  • No setup fee
For the latest information on pricing, visithttp://www.dameware.com/products/remote…

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting / Integration Services
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Product Demos

DameWare Remote Support and Mini Remote Control Guided Tour
07:10
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Features

Remote Administration

Remote administration software is used to control a computer from a remote location.

8.3Avg 8.3
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Product Details

What is SolarWinds Dameware Remote Support (DRS)?

Dameware Remote Support is a systems administration tool that helps 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 their 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

SolarWinds Dameware Remote Support (DRS) Features

Remote Administration Features

  • Supported: Instant message
  • Supported: Secure remote access with Smart Card authentication
  • Supported: Over-the-Internet remote session
  • Supported: Remote management of servers & workstations
  • Supported: Remote Active Directory® management
  • Supported: Centralized management dashboard
  • Supported: Multi-platform remote control

SolarWinds Dameware Remote Support (DRS) Screenshots

Screenshot of DameWare Remote Support Management ConsoleScreenshot of Remotely Connect to Windows, Linux, and Mac OS X ComputersScreenshot of Over-the-Internet Remote Session via Secure Proxy ServerScreenshot of Connect to Remote Computers from iOS and Android Mobile Devices

SolarWinds Dameware Remote Support (DRS) Videos

Product overview

Visit https://www.dameware.com/resources/video to watch SolarWinds Dameware Remote Support (DRS) video.

SolarWinds Dameware Remote Support (DRS) Integrations

SolarWinds Dameware Remote Support (DRS) Competitors

SolarWinds Dameware Remote Support (DRS) Technical Details

Deployment TypesOn-premise
Operating SystemsWindows, Linux, Mac
Mobile ApplicationApple iOS, Android

SolarWinds Dameware Remote Support (DRS) Downloadables

Frequently Asked Questions

DameWare Remote Support from Austin IT company SolarWinds is remote administration software for the remote control of desktops, laptops, and servers behind or outside the firewall, allowing registry editing, restart services, logging activity, account and password management, and more. The mobile app also provides access from a phone or tablet. DameWare Remote Support licensing is per technician, the number of end-user remote machines is irrelevant; one technician may receive a license for $349. Discounts are available for multiple license purchases. The DameWare Mini Remote Control is a lesser version of SolarWinds' Remote Support software, and can be licensed for $259 for one technician. SolarWinds also sells a patch manager under the DameWare brand, for managing and deploying patches from a single console.

Rescue, TeamViewer, and GoTo Resolve are common alternatives for SolarWinds Dameware Remote Support (DRS).

Reviewers rate Screen sharing and File transfer highest, with a score of 10.

The most common users of SolarWinds Dameware Remote Support (DRS) are from Mid-sized Companies (51-1,000 employees).
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Comparisons

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Reviews

(1-25 of 66)
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December 09, 2022

Good remote support tool

Score 8 out of 10
Vetted Review
Verified User
SolarWinds Dameware Remote Support is our tool to allow us to control a desktop or laptop for users working from home. When staff were all on site this was less of an issue but increasingly more staff are working from home so a desk visit is not possible anymore.
  • Remote access to sleeping and powered-off computers
  • Secure Multi-factor authentication
  • Flexible user access control
  • Remote session tools and utilities
  • Ability to switch users
In addition to remote control we can use remote session tools, including chat, messenger, screenshot capture, file transfer
Score 8 out of 10
Vetted Review
Verified User
We use SolarWinds Dameware remote support in our organization to support our PC\Laptop users with any issues or configuration changes we need to make. It works really quickly and we can easily connect without much interaction from the end-user. It allows full admin access to diagnose and fix issues and also is largely lag-free on most connections.
  • Remote support
  • IT faults and diagnosis
  • Fast connection and ease of use
  • More informative interface
  • Some issues sometimes with the service.
  • More remote admin tools
It is well suited to connect to computers on the same LAN or over a VPN, if the computer is not on one of those, it will make things more difficult, and more interaction is required. It is less appropriate for things where you do not need to see the user's screen and can run scripts or PowerShell commands.
Score 9 out of 10
Vetted Review
Verified User
It is mainly used for monitoring server disks, remote support to users, monitoring computer processes, and closing any process of a program that has been frozen.
  • Fast and secure connection to computers on the internal network
  • Access to computer information without the need to interrupt the user
  • Simple configuration and offers very complete documentation
  • I would like it so that the agent that is installed on the PCs be improved so that it forces the Remote Access Manager windows service to run.
  • I would appreciate improved resolution when remotely accessing a computer.
  • It has a failure when the PC where the connection is being made has more than 2 monitors and I would like this to be fixed.
During this pandemic, it has made it easier for us to support users who work from home or ourselves if we are working from home. It is very easy to provide support or monitor certain aspects of the servers. We use it as a complement to a set of tools that we use in the department, but for what we use it for, we think it is very good software at a very good price.
Daniel Cogny | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
In our Organization we have several locations and hundreds of portable devices, but only one location for the Support Group. Dameware allow us to provide proper support to our employees remotely whenever they have an issue. Since 2020, there is also much work from home around the Organization, so it has become even more indispensable for us. It works perfectly in our environment, it feels like simply having another monitor connected to those devices, the fact the the user do not need to be logged in (or that it can be logged out) fr it to work makes this a great tool for administrators; most of our users do not have the permissions to install/uninstall applications or running Powershell scripts for example, so, being able to log them off, login as administrator, do anything that is needed and have them log back in while we watch to confirm that the issue is fixed has really saved a lot of time and effort.
  • 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.
  • Multimonitor setup. I can see multiple monitors at once, but they show as a long individual screen on my computer, very hard to correctly split in my local monitors; it would be great to be able to get a single application screen per remote monitor so I can bind them to my own monitors individually.
  • Catch/Release mouse. whenever my mouse moves over the remote screen the remote computer reacts to it, so, when I am watching a user I cannot move my mouse, it would be great to be able to "request" the remote computer to accept my mouse when I want and release it when I need.
It is a great tool for Organizations with multiple locations or big WFH force. Troubleshooting with it is pretty easy and the connection is fast and stable.
Score 8 out of 10
Vetted Review
Verified User
We use it as one of our Help Desk support tools. Since we are not 100% remote it allows us to support users no matter where they are located.
  • Remote tech support
  • The installation is more complicated than it needs to be.
  • Support for more operating systems
It's great if you need to access a user's desktop to update or troubleshoot issues that the user is experiencing.
  • no training
I have found the support to be difficult. The support team doesn't seem to be very responsive and assumes knowledge on the product and how it works. My biggest issue I've experienced with licensing and installation. Both are more difficult than need be and the support team doesn't seem to fully understand or are not to concerned with my issues with these two areas. Could it be that we are a small, 100 employee, organization and DRS is geared to large enterprises...
Yes
No. The last upgrade was awful. When I finally got some one on the support team they didn't know how to fix the issue and I had to role back to the previous version.
Score 10 out of 10
Vetted Review
Verified User
I've used Dameware Remote Support and its predecessor, Dameware NT Utilities, for over a decade. I love the interface and the face that I have multiples options for connecting to servers and PC's. I've liked it even more now that SolarWinds has taken over. It allows us a single contact for support, and simple update lifecycle, and central billing.
  • Allows for desktop mirroring for remote support
  • Allows for console access to servers
  • Allows for multiple protocols for connections to servers and desktops.
  • Sometimes the client can go sideways and cause issues.
  • Smaller client deployment would be helpful for remote locations
  • Automation and scripting support
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.
Score 10 out of 10
Vetted Review
Verified User
Here's the process, 1. A user calls or emails, says " I can't get the whosit to jump up and down, probably the database server". 2. As I have no clue what they are talking about, I call them & log in to the machine via Dameware Remote Support. 3. I ask "can you elaborate please, maybe show me the issue?" I see exactly what's going on, resolve the issue, become a hero and save the day. None of this is possible without Solarwinds Dameware Remote Support.
  • Remotely view a client machine
  • Remotely control a client machine
  • Remotely restart a client machine
  • The address book could use some work, but its decent and everything else is great
I would recommend Solarwinds Dameware Remote Support & MRC to all IT or support person, literally every single one. If you support remote users, on-site users, off-site users, users down the hall, users getting coffee, users at home, users that say they are in their office but are actually playing golf, you need Dameware Remote Support.
Score 8 out of 10
Vetted Review
Verified User
We use SolarWinds Dameware Remote Support for remoting into machines between remote sites and VPN connections. We needed a solution that was in-house and easy to manage. Dameware Remote Support ticked all the boxes we needed at the time. We have a mix of Desktops, laptops, and camera systems that we needed remote access into without logging out the existing user. This was very important because Remote Desktop Connection will log out console connections. We looked into Windows Remote Assistance, which is baked into every copy of windows, but it was very challenging to set up, and we could not complete implementation.
  • Easy automatic agent installation via MSI and GPO.
  • Fast and intuitive interface for managing PCs.
  • Flexible method to manage IT admins via Active Directory linking.
  • While still compatible with newer versions of windows, the interface is dated. Seems to be based on an old back-end.
  • Remote clipboard features are a little confusing in the beginning.
  • Support for multi monitors needs help.
  • Bandwidth usage seems higher than newer alternatives.
[SolarWinds Dameware Remote Support] is excellent in an environment where every PC is connected via LAN. Setting up remote support over the internet requires port forwarding, and the Dameware protocol doesn't seem to be well suited to low bandwidth WAN connections.
Score 10 out of 10
Vetted Review
Verified User
I presently use the toolset of Dameware Remote Everywhere. The problem this helps address is the move to remote users. It allows us to easily connect to a remote user from no matter where they are located, just as long as they have a stable internet connection. The DRE tool also allows us to provide certain users access to Computers in the organization by setting them up as a User. We can provide them with a list of computers (from the admin console) that will display in their console. from here, they can manage Signage, or assist other staff.
  • Remote Support is great.
  • Constantly improving the software.
  • Tech Support has been very helpful.
  • Deployment of the DRE Toolset has been a pain point with our current Deployment tool.
  • In DRE, In the Technician Area (For a User), A Search function would be handy. At first, I was looking for this, then resorted to Control+F to "find" the computer I wanted to add to the user so I did not have to scroll through hundreds of computer options.
  • In DRE When a Technician is "Configure as End User " It would be nice to see a list of existing computers the "Tech" already has access to.
I've used Dameware Products for about 20 years. I see them making advancements all the time, and the latest move from Dameware Mini Remote Control to Dameware Remote Everywhere was a great step forward for our staff. The transition was very smooth and required little training. Tech Support has been great as well.
Matt Rogers | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
We use SolarWinds DRS for providing IT support to our users who work from home. DRS works better than any remote support platform we have tried. It makes it easy to hop on someone's computer anywhere in the world and control it as if we were sitting at their desk. Before, we were using screen sharing in Teams/Zoom and, due to security features on those platforms, we were very restricted as to what we could do as far as changing settings and using tools like the command prompt. We especially like the drag and drop file transfer functionality and being able to download a user's logs very quickly.
  • The remote support connections are very reliable. I've never had a connection drop.
  • The experience is very polished and is dead simple to use.
  • The ability to transfer files using drag and drop is awesome.
  • It allows us to pull event logs very easily.
  • File transfer can be very slow at times.
  • Better integration with Solar Winds Service Desk would be great (i.e. syncing user info from Service Desk to DRE's console).
DRS is perfect for the IT support/helpdesk professional. It provides a smooth, polished experience for both the technician and the end-user. Our users are often impressed by how well it works and we appreciate that we don't have to pull logs from their computers the "old fashioned" way. All in all, having access to this software/service has been a game-changer.
January 18, 2022

DRS saves us time!

Barry Boone | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
We are using this tool in conjunction with Lansweeper to remote manage our employee laptops/workstations as well as servers. We use Lansweeper to look up computer names associated with an employee, and use DRS and Dameware Mini Remote Control to access their computers, usually while on the phone with them, to virtually look over their shoulder and help mitigate issues that arise. We've been using Dameware Mini Remote for over 7 years and DRS for over 4. DRS adds useful functionality to the mix and is a great upgrade to the remote control software.
  • Access to laptops/workstations with screen shared to the end user.
  • N/A
Great for supporting users on local LAN or over VPN. Less useful for remote users who are over the Internet. Still doable but requires additional server/software support, and there are better solutions for that, including from Solarwinds.
Score 9 out of 10
Vetted Review
Verified User
We use Dameware Remote Support as remote desktop support. It is especially useful in connecting to PCs where remote desktop through Microsoft is not an option. If you have an IP address, you can access the desktop quickly and efficiently, and the user can watch you work.
  • Quick remote access
  • Notifies user of remote desktop support and they can view at the same time.
Dameware Remote Support is suitable for any network environment. It can, however, be abused and possibly hidden from the end-user if someone is malicious. If you have strict security policies in your company, this may not be allowed. As long as you ensure proper notifications are on, this is an extremely valuable tool to access any PC on your network, whether it is domain joined or not.
Score 9 out of 10
Vetted Review
Verified User
I am the only IT person for our clinic and support over 110 workstations across 4 separate locations within a 60-mile radius. I use Dameware Remote Support to allow me quick access to those workstations when I need to support the local user or repair an issue they are having. It's so quick and easy to use and makes my job much easier.
  • Quick access to the remote computers.
  • Multiple methods of connecting to remote computers provide easy access to servers or PCs.
  • The admin menus design and options could use some improvement.
  • Multi-monitor support could be improved.
Dameware Remote Support is a very useful support tool for any IT department and I have found it to be very easy to use. It has saved me lots of time and effort when I need to quickly connect to a remote PC to assist with issues the users are having.
John Fester | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
We use Dameware Remote Support daily in my company to remotely troubleshoot workstations and servers, support internal teammates and deploy new software, services, tasks or changes to our Active Directory. Dameware completely replaces Microsoft's solution for remote connections, Remote Desktop Protocol (RDP) and is significantly better software. With the super-easy utility included in Dameware called "Mini-Remote Control", you never have to lookup host names or IP addresses again before connecting to the right system! Dameware keeps your entries for each workstation and server in a list in Dameware, so that you never find yourself asking what the computer name is or host name, before connecting. You simply select it from your list and connect. I save the name of the user [next] to each computer name, making this even easier for me. When "Bob" calls me needing an admin password to update a software, I open Dameware, select Bob from my list of computers and am connected in 2 seconds.
  • Remote connections are the best in Dameware! You can create groups of techs that can only connect to a group of workstations or servers, ensuring your team remains focused on the systems assigned to them.
  • Deploying or uninstalling services from one computer or multiple computers in a batch, saves tremendous time and is super fast to create!
  • You can already do nearly everything I've thought about inside Dameware. One thing that could be useful would be the ability to deploy a MSI package through it, to a group of workstations.
  • They are very strict on activating the software, but also give you a utility to de-register your installation prior to removing it, so that it frees up your license for another installation.
I will always recommend Dameware Remote Support over any other solution, and I have tested many competitors. Dameware works phenomenally with Windows, Mac and Linux! You can VNC your remote connections, use proprietary credentials you set up, or currently logged in credentials (your user name & password) that can be passed to the destination machine for authentication. These options make connecting to any type of system, or unique environments, and differentiating operating systems all a breeze. With other software the user may or may not know you connected, or have control over their system, have the ability to remove the connected tech, or request help from a tech before they even connect. All of this is possible in Dameware Remote Support, but it does not stop there! You can do so much more with this software, including allowing your staff to click in the taskbar on the service and request a tech to connect. This notifies the tech that a person needs assistance and can instantly connect to the system. Users can chat back and forth with the connected tech and easily share files by right-clicking a file and "send to technician" as well as vice versa, the tech can easily send files to the user with one click.
Score 10 out of 10
Vetted Review
Verified User
We currently use the Dameware Remote Support software within the IT department to provide assistance to our users from multiple headquarters locations. The software allows us to troubleshoot and resolve computer issues without having to physically be in front of our end users' computers, which increases our efficiency within the department.
  • Provides remote support to multiple OS
  • Offers full functionality without needing to be on-site
  • The software sometimes gets "stuck" and won't connect to the end user's PC
  • Took a while before being compatible with Windows 10 - before it ran sluggish on Windows 10 machines
  • Pricey
This software excels when you are not able to physically be on site to access the end user's PC.
Score 10 out of 10
Vetted Review
Verified User
Dameware is used by our whole IT department. I can't praise enough this software! It has saved me countless hours of work. Instead of driving to various different offices, I can simply remote into the user's computer, fix their problem and move on to the next one. Great remote software, very easy to use, and user-friendly.
  • Very affordable
  • Great GUI
  • Easy to use
  • It sometimes crashes at startup.
  • Console could have a bit more options.
  • There are times that it can be sluggish.
Dameware is the best remote software on the market. We have 5 different domains at my company, Dameware has a nice authenticate option which allows you to effortlessly change credentials & domain to access different servers or clients. When asking users for their IP, they simply hover the mouse over the icon and a window pops up with the required information. If your company is currently looking into purchasing a remote software, do yourself a favor and buy Dameware. You won't regret it.
Daniel Harmuth, PMP/MBA | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
I managed an IT support team that used DameWare to support users in over 25 medical clinics across many counties in California. With this tool, my techs were able to remote into users' PCs/laptops and solve issues quickly, and also install software when required. It is easy to use and has great tools included.
  • 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 is well suited for distributed environments where the help desk is centralized and the users are at remote facilities. By using this software, the tech does not have to travel to the facilities except for issues that are hardware related and must be replaced.
September 06, 2016

DameWare is for you.

Score 7 out of 10
Vetted Review
Verified User
We use DameWare Remote Support to remotely support our cafes. It is used by our help desk team. It addresses the need for remote support.
  • 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.
DameWare Remote Support works great for a support desk. I would make sure to ask:
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?
December 23, 2015

DameWare works for SMBs!

Score 8 out of 10
Vetted Review
Verified User
We use DameWare Remote Support to support end-users at our college for staff, faculty, and students in both the administrative and classroom labs. The IT department is the primary user and we use it to remote into computers and systems to provide end-user troubleshooting or support.
  • Easy to launch the application and manage
  • Can integrate with WebHelpDesk DT
  • Able to download patches, software installs, and navigate relatively easy
  • Clientless app/prefer a web-based tool
  • Tracking in help desk tool (WebHelpDesk)
  • Use on mobile devices
Will this access any device?
Louis Gephardt | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
DameWare Remote Support is used primarily by me (one man department) to support teachers, staff, and students. With two co-located sites, DameWare Remote Support makes it easy assist clients, and manage servers. The integration with WebHelpDesk ensures that I don't have to repeat work to update tickets.
  • 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.
DameWare is very well suited for a managed environment where most/all of your clients are on the same network as the supporting technicians.
Score 7 out of 10
Vetted Review
Verified User
Our organization is using DameWare Remote Support to provide more timely desktop support to users both inside the network and remote. Using this tool allows us to connect to their desktop without having to get up and walk across the building and be away from our complete toolset. We are able to also connect and support users out of the office using the DameWare Server Internet proxy component.
  • DameWare Remote Support allows us to connect to the desktop of a user very easily and quickly. It can be configured to use different levels of security making it both fast and secure.
  • DameWare Remote Support can be deployed to all computers in the environment quickly using the built in capabilities of DameWare.
  • DameWare provides the ability to get system information as well using the full client not the mini remote control. This is handy in finding running services, events logs, etc and all based on our AD structure.
  • 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.
One key item to consider is the user base. Are they typically all on the network where you can access them directly or is the majority of the workforce you are supporting with the tool remote? If they are always remote, I would probably seek another solution. There are solutions that have the client check in component allowing you to connect as needed without the user having to use a provided link. This may be for support or for updates, etc., that the admin needs to do.
Support could be a bit better in terms of the information online about the case but overall I feel they provide good support compared to other vendors I have worked with.
Dan Turner | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
We use DameWare as part of our help desk offering. We have a few choices when it comes to offering remote support to our end users, this is the favorite of our help desk professionals. It's integration into the SolarWinds' tool set really enables quick, efficient support to our end users. Really a big fan of the product.
  • 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.
If the desktop environment is highly virtual be sure to test that all functions work. For remote users on laptops, this tool really works well.
James Mauck | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
We use DameWare to remotely support all global end user computers. It is very inexpensive on a per end user basis, and very easy to deploy and [provides] great security. Fixing printer issues, drive/folder access, application support and upgrades are all easier when seeing it from the user's perspective. Our user base is accustomed to receiving hassle free support, especially while trouble shooting, and often ask IT to remote in to see their issue.
  • 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 best suited for a user base that is on corporate network. It's not easy to use (less appropriate) for remote and traveling users.
Dwayne Lofton | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
We recently downsized our IT staff and needed to have a way to support user requests while being able to maintain focus on core network operations.

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.
Being able to have a chat feature and connecting to multiple desktops at once was critical for me. I use chat for non-critical issues and make a call for more in-depth issues while remoted in to the user's machine. Being able to have the users control their own screen and see what I'm doing is makes it superior to RDC.
Justin Mauck | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Our IT Department has DameWare installed on all of our client PCs organizationally. Within IT, we can remotely connect to any device within our network, and routinely utilize the product to connect to clients to troubleshoot issues.
  • 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.
If the users who will be using this product are domain admins, or have admin access to all client PCs, this product is fantastic and invaluable. It becomes less valuable if users don't have this access across the domain.
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