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+--- Thread: Recommendations for long distance tech support (/showthread.php?tid=119573)
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Recommendations for long distance tech support - nwyaker - 07-02-2011
Seeking suggestions to provide tech support to my 87 year old Mom who lives 1300 miles away. I don't need hand holding, but a general idea which solutions might work best. I'd like to control her Mac over the'Net - configure settings, manipulate files, etc.
Mom is using a PPC vintage iMac running 10.4.11 - I have various PPC and Intel Macs.
TIA
David
Re: Recommendations for long distance tech support - mattkime - 07-02-2011
I'm quite happy with logmein.com for remote access.
Re: Recommendations for long distance tech support - John B. - 07-02-2011
Second logmein.com
Re: Recommendations for long distance tech support - nwyaker - 07-02-2011
Thanks mattkime, but that's way pricey for occasional use, unless I'm missing something ? Free version ?
Re: Recommendations for long distance tech support - nwyaker - 07-02-2011
OK, found free version - checking it out. Other suggestions ? Can I use a VPN direct to her machine or does it require intermediary ?
Re: Recommendations for long distance tech support - mattkime - 07-02-2011
i'm sure it would work with a VPN but it doesn't require one
Re: Recommendations for long distance tech support - deckeda - 07-02-2011
I've settled on TeamViewer. Free for non-commercial use.
There's a full app and a "temporary one," but after installing the full app she'll be better off in the long run. You can email her the direct download link to either from that page. Just remember to send the URL as a clickable link for her so that she doesn't have to copy/paste it into a browser.
She'll need her OS X password to install it. Don't worry about the specifics, because of course after it's done and she lets you in you can move it into Applications for her, put it in the Dock or whatever. Runs on Tiger as well.
The crux of how it works is, she launches the app and it gives her a code. She tells you the code over the phone and you input that code into your copy of TeamViewer. The resulting app appearance is a little cleaner IMO than what logmein.com provides, although the latter has the option of not needing her to give you a code first I think (but more stuff for you to do to get in if I recall.)
Not a guarantee, but I also think performance is a little snappier on slower connections with TeamViewer. It's just the two of you running a dedicated secure session within the apps, no web browsers to potentially introduce other variables.
Re: Recommendations for long distance tech support - Trouble - 07-02-2011
Third logmein.com
Re: Recommendations for long distance tech support - Ken Sp. - 07-02-2011
I second team viewer when, like in this case, iChat screen share is not an option. Started in 10.5.
Even cooler, you as the tech, can TeamViewer in from iPhone and iPad.
Re: Recommendations for long distance tech support - Carm - 07-02-2011
I also use TeamViewer simple solution and free. I provide tech support for my FIL who always seems to need help with his computer.
Joe