I mostly love DameWare!
John Knierim | TrustRadius Reviewer
Updated July 17, 2015

I mostly love DameWare!

Score 9 out of 10
Vetted Review
Verified User
Review Source

Software Version

11

Modules Used

  • All

Overall Satisfaction with DameWare Remote Support

I use the product across the whole organization. The problem it solves is the ability to connect remotely to both PCs and Macs while the user is still logged in.
  • 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
  • Increased employee efficiency
  • Better customer service
I have only used Microsoft Remote Desktop Protocol (RDP) and various flavors of Virtual Network Computing (VNC). DameWare is hands down the best out of all of them.

Dameware Remote Support Feature Ratings

Screen sharing
10
File transfer
9
Instant message
Not Rated
Secure remote access with Smart Card authentication
Not Rated
Access to sleeping/powered-off computers
Not Rated
Over-the-Internet remote session
Not Rated
Initiate remote control from mobile
Not Rated
Remote management of servers & workstations
8
Centralized management dashboard
Not Rated
Multi-platform remote control
Not Rated

Using DameWare Remote Support

1 - Familiarity with remote desktop and authentication protocols.
  • Having to log in to a end users computer to do support while they are still in their session.
  • I can use it on Macs as well as Windows PCs.
  • I eventually would like to use it as remote support outside of our network.
I like the product and it meets my need.

Evaluating DameWare Remote Support and Competitors

  • Product Reputation
  • Prior Experience with the Product
  • Vendor Reputation
  • Third-party Reviews
I have used the product in other jobs and found it to more than meet my needs
I feel like my evaluation process was more than sufficient

DameWare Remote Support Implementation

None that come to mind. I installed it, configured it and use it daily.
Change management was minimal
  • No issues that I can remember.

DameWare Remote Support Training

  • Online training
  • In-person training
  • Self-taught
It was excellent
The videos were more than sufficient to learn the product
Yes it was easy to learn. Not sure if this is appropriate for other users since I am not aware of their level of understanding to begin with

Configuring DameWare Remote Support

The configurability is just right
Read the documentation
No - we have not done any customization to the interface
No - we have not done any custom code

DameWare Remote Support Support

The only issue I have is logging into the website for updates.
ProsCons
Quick Resolution
Good followup
Knowledgeable team
Problems get solved
No escalation required
Immediate help available
Support understands my problem
Support cares about my success
Quick Initial Response
None
Yes - Makes sense
Every time I have needed a password reset for their website they were efficient and friendly.

Using DameWare Remote Support

It is fairly easy to use. I would imagine that a person would have to have a level of technical background to even want this product.
ProsCons
Like to use
Relatively simple
Easy to use
Technical support not required
Quick to learn
Convenient
Feel confident using
Familiar
None
  • The finding and listing of all Windows computers in the domain
  • Having to reopen a window after closing your last session

DameWare Remote Support Reliability

Because I think it is fairly scalable across an enterprise network
It has never failed me
The application always seems responsive to me

Integrating DameWare Remote Support

Very easy to read the documentation and implement
  • Windows active directory
Hard to measure the "depth". It was very easy to achieve
None at this time. The whole thing is self-explanatory

Relationship with SolarWinds

Always helpful and timely in their responses
Very easy. Easy to contact and discuss issues

Upgrading DameWare Remote Support

Yes - It went very smoothly
  • Subtle refinements to the product, not major benefits