Flexible Tools For More Productive Onsite Visits

Deciding what’s needed for an onsite visit can be both time consuming, and nerve wracking. Bringing too much is cumbersome, but leaving a critical item behind is embarrassing and could be costly. A potential solution is a “less but more” approach with multi-function tools and devices.

Most technicians carry standard replacement parts to onsite visits, such as cables, peripherals and basic components. However, adding multi-function devices to the standard packing list offers a large amount of flexibility. The following devices are good examples of this:

• USB wireless router/AP/NIC: Several companies produce a USB powered device that can be attached to an Ethernet cable and be used to create a NAT-ed wireless network, or to function as an access point. Some of these devices will also act as a USB-to-Ethernet NIC. Devices like this are useful for quickly troubleshooting wireless network issues, or connecting your wireless devices to a network that does not have wireless.
• Multi-function router: Almost every major network vendor produces a SOHO device that has premium features. Devices like this have configurable ports, so they can be used to swap out switches or routers for troubleshooting, or for creating temporary networks
• USB network sharing box: Again, lots of vendors produce these. They are a small device with a USB port (or two) on one side and an Ethernet connection on the other. They can be used to share printer or USB devices, and could be used as make shift NAS devices.

Many vendors produce the above listed items, so a bit of research and experimentation may be needed before adopting one as a must have onsite item. These devices may be overkill for a home user with a single workstation, but in a business with multiple computers, being able to setup a temporary NAS that scripts can copy files from or a temporary wireless network to test a failing access point is extremely valuable.

Most technicians carry a laptop with them for onsite visits. Most technicians will be able to install any needed software utilities while onsite without any issues. However, here are a few configurations that will make onsites a breeze:

• Configure a share: Setup an anonymous share on the laptop, so other devices on the network can browse to it. This way updating utilities and installers only needs to happen in one place. It is also possible to create a portable zero-config web server with Fenix, so a web browser could be used for accessing these files.
• Have a virtual machine: Installing virtualization software, like VirtualBox, can come in handy. Perhaps some proprietary software is needed, and for some reason (architecture, OS version, AV, etc) it won’t run on the OS that is installed on the physical laptop. Having a virtual machine or two installed can help prevent additional trips onsite for compatibility reasons.
• Have network infrastructure: From time to time, it’s handy to have a DNS or DHCP server on hand (mainly for troubleshooting failing network devices). TFTPD32 is an open source portable server for TFTP, DHCP, DNS, and more.

Most technicians will choose an onsite laptop that is either a spare system, or one that is rather portable. However, a larger laptop following features will prepare for the widest range of onsite work:

• Dual hard drive bays: in the event of needing to do a backup on site, a direct SATA connection will be faster and more stable than a USB dock. SATA adapters can be used for connecting a desktop drive into the laptop.
• Long battery life: while caring a charger is always a good idea, in the event an open outlet is unavailable (or a pain to get to) a long battery life will be a valuable asset.
• Older ports: While older devices are always an opportunity to upgrade, sometimes a customer has a pressing reason to keep a legacy device around. In cases like this, serial ports or PS2 connectors (or adapters for them) will be useful for connecting into and testing older devices

Along with the laptop, many technicians have smart phones with them onsite. While perhaps not as easy to type on, they are becoming increasingly popular and powerful, sporting multi-core processors and multiple gigabytes of RAM. Android phones seem to be more popular than iPhones among technicians, so below is a list of some of the best onsite technician apps for Android phones:

• Wifi Analyzer: This app shows detailed information about wireless networks. It is very useful for troubleshooting signal issues, and locating concealed access points.
• NetworkMapper: This app is an Android port of the popular nmap network scanner. Just connect to the LAN via a wireless connection, and scan away.
• PingTools: On networks where pings are blocked, this app provides basic ICMP tools, along with network scanning and other utilities (like wake-on-LAN, whois, DNS lookup, and more).
• RD Client: Remote desktop is a staple for remote connection, and this app is a very functional Android RDP client. While not easy to use without a mouse, in case of emergency (or a computer that is not easily accessed) it is a life saver.
• SimpleHttpServer: This app tuns an Android phone into a web server. This is useful for scripts that need to download files, or for sharing files in a read-only format in case anti-virus applications would try to delete then from network shares.

As mentioned above, adapters are an important tool for the onsite technician. While it’s not possible to carry a set of all possible adapters, and environments will vary a lot, here is the short list of adapters:

• PS2-to-USB/USB-to-PS2: Invariably, an old system won’t have a USB port for a new keyboard or mouse, or a customer will want to keep their old keyboard or mouse.
• USB-to-USB set: USB comes in lots of form factors, and a USB adapter set can be a life saver when some less common form factor is found on some mission critical device that is missing its USB cable.
• Crossover “cable”: Cross over cables are easy to get in shorter lengths, but what about needing to temporarily hook into a device that’s 50 feet away and can’t be moved? In this case, a homemade adapter and an Ethernet in-line coupler will save the day. The link includes lots of other handy adapters, such as loop-back plugs and console cables.
• Ethernet in-line coupler: Along with providing the ability to hook adapters on to patch cables, the in-line coupler also helps in a pinch when a cable won’t reach and a longer cable isn’t available.

At the end of the day, it won’t be possible to prepare for every contingency. However, the above tools make it very easy to improvise and solve problems creatively, and thus make onsite visits better for you and your clients.

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