BlackBerry gets LogMeIn remote support

LogMeIn is adding BlackBerry support to its LogMeIn Rescue+Mobile product, which allows helpdesk staff to remotely reach into and control phone handsets.

The move should give IT staff much greater ability to troubleshoot problems for BlackBerry users, even if they are out on the road.

Rescue+Mobile is a web-based support tool that lets a technician access the on-screen options of a remote support handset as if they had the device in front of them.

This makes it easier to configure settings or see at a glance what problems the user is experiencing. LogMeIn already supports many handsets running Windows Mobile and Symbian.

"Rescue+Mobile can help anyone responsible for managing, repairing and training users of today's increasingly complex mobile devices," said Richard Redding, general manager for mobile at LogMeIn.

Redding added that BlackBerry owners tend to be "power-users" who need to maintain connectivity and productivity at all times.

When they have an issue with their phone, they want their support provider to solve the issue quickly, he said.

source:http://www.vnunet.com/vnunet/news/2225474/logmein-remote-support-tool

Remote Desktop Control Is More Secure Than In-Person Support

For some people, the idea of having their computer support accessed and controlled -- someone they can't see moving their mouse, typing on their keyboard, accessing their files, and so on -- is nothing short of frightening. Being able to see the person right there in the room feels much more secure. In fact, nothing could be further from the truth. Bomgar's remote desktop control software offers far greater security than on-site support.

How can that be? "If your CFO is having a problem with his computer," said Joel Bomgar, the company's founder and CEO, "you have two options: A tech support representative could physically walk into the CFO's office, sit at his computer for a couple of hours and leave with the problem fixed. Or that same support tech can connect to the CFO's computer remotely, using Bomgar's remote desktop control software, do all the same things they could do while physically sitting at the PC, and disconnect two hours later with the problem fixed."

What's the difference? "The big difference here is that while the support tech was sitting in the CFO's chair for two hours, he could see everything on the CFO's desk, could open and close any applications, and could look at all the spreadsheets of the company financial reports," said Bomgar. "And there is no audit trail log or session data related to what actually happened."

With Bomgar's remote desktop control software, on the other hand, authentication procedures prevent anyone from freely accessing files in the CFO's PC unless they have been granted specific permissions and have the appropriate user name and password. Also, every application they run, every window they open, every action and interaction on the PC is recorded as a full video session. If there's ever a question as to what happened in that two hours, the recording can be played and all the information is available.

source: http://www.marketwatch.com/news/story/remote-desktop-control-more-secure/story.aspx?guid={8C9CDF8A-4B07-447A-8F89-162E378FFA3D}&dist=hppr

BlackBerry gets LogMeIn remote support

LogMeIn is adding BlackBerry support to its LogMeIn Rescue+Mobile product, which allows helpdesk staff to remotely reach into and control phone handsets.

The move should give IT staff much greater ability to troubleshoot problems for BlackBerry users, even if they are out on the road.

Rescue+Mobile is a web-based support tool that lets a technician access the on-screen options of a remote handset as if they had the device in front of them.

This makes it easier to configure settings or see at a glance what problems the user is experiencing. LogMeIn already supports many handsets running Windows Mobile and Symbian.

"Rescue+Mobile can help anyone responsible for managing, repairing and training users of today's increasingly complex mobile devices," said Richard Redding, general manager for mobile at LogMeIn.

Redding added that BlackBerry owners tend to be "power-users" who need to maintain connectivity and productivity at all times.

When they have an issue with their phone, they want their support provider to solve the issue quickly, he said.

Rescue+Mobile is available now for Windows Mobile and Symbian, but BlackBerry support is currently at a trial stage. A full release is expected later this year.

Source: http://www.vnunet.com/vnunet/news/2225474/logmein-remote-support-tool

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