DameWare Remote Control - support team's dream software
July 21, 2015
DameWare Remote Control - support team's dream software
Score 10 out of 10
Vetted Review
Verified User
Software Version
11.2.0.91
Modules Used
- DMRC
Overall Satisfaction with DameWare Remote Support
Our IT team uses DameWare to connect to all of our employee computers for remote support (i.e. troubleshooting, software installation). We also use DameWare to connect to our Windows servers.
- 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.
- We are a global company with centralized support. DameWare Remote Control has been crucial to good customer service from our IT team to our employees.
We used VNC before DameWare and have not looked at any other product since we started using DameWare. The employee that chose DameWare is no longer with the company so I cannot comment on any other products they might have compared.
SolarWinds Dameware Remote Support (DRS) Feature Ratings
Using DameWare Remote Support
8 - Only our IT team has access to DameWare.
2 - Myself and one of our Network Admins support our teams efforts with DameWare.
- Remote connection to servers.
- Remote connections to users.
- When on a computer without DameWare, I was able to RDP to a server running DameWare and connect to my users computer.
Evaluating DameWare Remote Support and Competitors
Yes - VNC
- Product Features
With VNC, you had to install the server on the employee computer in advance of connecting and the connection was not secure. DameWare installs on the fly and has secure authentication to our domain.
DameWare Remote Support Implementation
- Implemented in-house
Change management was minimal - Our primary concern was remote support of our employees.
- Connecting to Windows 98 computers. You had to manually install the client.
DameWare Remote Support Support
| Pros | Cons |
|---|---|
Quick Resolution Good followup Knowledgeable team Problems get solved Kept well informed No escalation required Immediate help available Support understands my problem Support cares about my success Quick Initial Response | None |
Yes - The development team and technicians were in constant contact with me and rapidly developed an update to solve my bug.
When I had my Samsung specific crash issue, the development team and technicians were able to collect the appropriate log data from me to issue a beta fix for me to test is a very short time.
Using DameWare Remote Support
| Pros | Cons |
|---|---|
Like to use Relatively simple Easy to use Technical support not required Well integrated Consistent Quick to learn Convenient Feel confident using Familiar | None |
- Remote installation of client
- Connecting to computers on our domain
- File transfers to/from employee computer
- Managing the Saved Host List of duplicate entries.