Quinnect: Self-Hosted and Hosted Remote Support Software

[conrad78]

Remote Utilities: Self-Hosted and Hosted Remote Support Software

[Posted with Bryce's permission]

Greetings!

We are pleased to introduce Remote Utilities – remote support software for network administrators and helpdesks. Our solution includes:

• Lifetime license
• Unlimited remote module installations/runs
• Hosted and self-hosted (you choose)
• Agent module for ad hoc support and Host module for 24/7 unattended access
• Pricing per operator, with unlimited concurrent connections from the same machine (you can support multiple remote customers simultaneously)
• Customization using your logo and welcome text
• Disclaimer text displayed to your customers, notifying them about charges, etc.
• Free 30-day trial

Program home page.

What's new in version 5.4 (released October 30, 2012)


We anticipate a few questions, so let me try answer some in advance:

Is there support for Mac, iOS and Android?
Not yet. We are working on Mac support in the next release, most likely it's 5.5 or 5.6. We are also working to support mobile devices.

What is your roadmap and next steps to improve Remote Utilities?
In addition to providing Mac support, we are also considering adding reporting and video recording in the future. We also welcome your suggestions and ideas!

Your price allows for both the hosted and self-hosted option. Is there a discount for the self-hosted option only?
While we understand this logic, at present it would unnecessarily complicate things if we offered hosted and self-hosted versions separately. Further, we believe having two alternative connection options instead of just one provides more flexibility.

We look forward to your questions and comments. Thank you!

 

[ComputerRepairTech]

hello again conrad, you guys changed the name to Quinnect eh? I suppose that sounds better. I thought you already had screen recording in place or wait maybe that was repeated screen shots over and over? I think many techs do want to record video when they are working on clients for various reasons so I do hope thats implemented.

I understand you implemented the reboot into safe mode feature? I saw a remark stating "(Host Only)" does that mean that the quick connect (agent) or whatever the small exe i'd be distributing to clients would not support the feature?

At this time I can't afford to make the switch from teamviewer but believe me nothing would please me more than for you guys to run teamviewer over one day.

One thing I wanted to throw out there and I am not sure if every tech feels this way or not but have you ever used GoToAssist express? I don't really like the product but I can not deny that I really like the interface. Its mostly just the way the thumbnails are updated so it would be kind of like your current tabs http://www.quinnect.com/images/screenshots/cm-full-control.png but instead of the tab have a thumbnail of the screen (if adjustable size that would be even better). I love being able to keep an eye out for finishes virus scans, sector scans, installations, etc etc while working on multiple clients at the same time. It seems you already sort of have that feature in the groups area (is that host only as well or agent too?) instead of the tabs.

 

[conrad78]

Hello

hello again conrad, you guys changed the

name to Quinnect eh? I suppose that sounds better.

Not exactly We simply isolated the helpdesk solution from our remote
access/administration solution and each one has now its own website and name.

I thought you already had screen recording in place or wait maybe
that was repeated screen shots over and over? I think many techs do want
to record video when they are working on clients for various reasons so I
do hope thats implemented.

Yes, so far it's only repeated screenshots but we are going to implement
true video recording, not just screenshots.

I understand you implemented the reboot into safe mode feature? I
saw a remark stating "(Host Only)" does that mean that the quick connect
(agent) or whatever the small exe i'd be distributing to clients would not
support the feature?

Correct. It's for Host only because it's the Host that can start
automatically with the system. To be able to do that with Agent, you need
someone on the remote PC run the Agent once the PC has been rebooted.

At this time I can't afford to make the switch from teamviewer but
believe me nothing would please me more than for you guys to run
teamviewer over one day.

Thanks. The more competition, the better for the industry - and for
customers.

One thing I wanted to throw out there and I am not sure if every
tech feels this way or not but have you ever used GoToAssist express? I
don't really like the product but I can not deny that I really like the
interface. Its mostly just the way the thumbnails are updated so it would
be kind of like your current tabs http://www.quinnect.com/images/screenshots/cm-full-control.png but
instead of the tab have a thumbnail of the screen (if adjustable size that
would be even better). I love being able to keep an eye out for finishes
virus scans, sector scans, installations, etc etc while working on
multiple clients at the same time.

That's available in the groups area in the main Viewer window. On the
View tab select Thumbnails - a slider called "Preview size"
will appear to the right. You can set that slider to the maximum to
increase the thumbnail size. Thumbnails will get bigger enough to be
informative, so you can tell, for example, if an antivirus check has been
completed.

It seems you already sort of have that
feature in the groups area (is that host only as well or agent too?)
instead of the tabs.

It works for both.

 

[ComputerRepairTech]

Correct. It's for Host only because it's the Host that can start
automatically with the system. To be able to do that with Agent, you need
someone on the remote PC run the Agent once the PC has been rebooted.


That's available in the groups area in the main Viewer window. On the
View tab select Thumbnails - a slider called "Preview size"
will appear to the right. You can set that slider to the maximum to
increase the thumbnail size. Thumbnails will get bigger enough to be
informative, so you can tell, for example, if an antivirus check has been
completed.

How does the transition go from Agent to Host? Is there perhaps a button you can push to upgrade from Agent to Host on the fly without needing the customer on the other end to do anything?

Yeah I saw that in the screen shots, it would be nice to have the option to use the previews as tabs in the remote view screen like in gotoassist express ( http://www7.pcmag.com/media/images/200976-gotoassist-express-run-diagnostics.jpg ) don't get me wrong the main view window thing is cool but its likely going to be behind the screen im working with.

 

[conrad78]

How does the transition go from Agent to Host? Is there perhaps a button you can push to upgrade from Agent to Host on the fly without needing the customer on the other end to do anything?

Although currently there's no one-button solution, the customer still doesn't have to do anything - you can install the Host on your own:

1. Build the Host silent installer using our MSI Configurator (second option).
3. Connect to the remote PC ( Agent connection), copy the file onto the remote PC and then run it in the Execute mode (or Telnet mode).
2. Use the new Host credentials for connecting (ID and password) .

The current remote PC Windows session must be running under administrator. If that's a regular user account, you won't be able to install the Host.

Of course, it is possible to implement that as a one-click solution. Technically, it might work this way: in the MSI Configurator there will be a check box "Include Host installer in Agent file" so that the output Agent can be "pre-loaded" with Host. Once you need to do the transition, you'll be able to "release" that Host sitting inside the Agent to install itself. The ID of the Host will be the same as the Agent's.

We can add this to our wishlist provided that enough customers ask for that. I hope this forum thread will help us figure that out, since there other feature priorities.

Yeah I saw that in the screen shots, it would be nice to have the option to use the previews as tabs in the remote view screen like in gotoassist express ( http://www7.pcmag.com/media/images/200976-gotoassist-express-run-diagnostics.jpg ) don't get me wrong the main view window thing is cool but its likely going to be behind the screen im working with.

That's an interesting idea, though I'm afraid it will require major re-work of the existing Full Control mode window. But we'll explore this option.

 

[ComputerRepairTech]

Of course, it is possible to implement that as a one-click solution. Technically, it might work this way: in the MSI Configurator there will be a check box "Include Host installer in Agent file" so that the output Agent can be "pre-loaded" with Host. Once you need to do the transition, you'll be able to "release" that Host sitting inside the Agent to install itself. The ID of the Host will be the same as the Agent's.

We can add this to our wishlist provided that enough customers ask for that. I hope this forum thread will help us figure that out, since there other feature priorities.

That's an interesting idea, though I'm afraid it will require major re-work of the existing Full Control mode window. But we'll explore this option.

As long as the customer doesnt have to do anything and I don't really see a high priority for that, its a nice feature though.

That's available in the groups area in the main Viewer window. On the
View tab select Thumbnails - a slider called "Preview size"
will appear to the right. You can set that slider to the maximum to
increase the thumbnail size. Thumbnails will get bigger enough to be
informative, so you can tell, for example, if an antivirus check has been
completed.

I was wondering, does this mean that as long as the host is online I can see these previews even when I am not connected to them? If so I would like an option to disable previews in the installer and make sure customers are aware that I won't be able to see their desktop without their knowledge. I am sure this feature is awesome for companies but if my customers find out I can see their desktops without them knowing? Oh I would never hear the end of it.

 

[Xander]

1) If there was no name change, what's the name of the 'other half'?

2) By "Host" and "Agent", I take it we are talking about Unattended/Attended setups where an Agent would be like Teamviewers QuickSupport version. Does this mean that you can not do a remote reboot without the user reinitiating the connection?
If so, dealbreaker; that's a must for any proper remote repair software, IMO.

 

[conrad78]

I was wondering, does this mean that as long as the host is online I can see these previews even when I am not connected to them? If so I would like an option to disable previews in the installer and make sure customers are aware that I won't be able to see their desktop without their knowledge. I am sure this feature is awesome for companies but if my customers find out I can see their desktops without them knowing? Oh I would never hear the end of it.

You can disable previews in the Host settings: Security -> Modes -> Preview screen capture. Tick the check box to disable previews of the Host's screen. Restart the Viewer to clear the cache.

You can also disable previews on the Viewer side only: Tools -> Options -> uncheck Update Thumbnails. In this case the Host will still transmit previews to the Viewer, but they will be switched off for your specific Viewer installation. This is helpful when there are two or more admins/techs and some of them would rather prefer to see the previews, while the others don't.

 

[ComputerRepairTech]

You can disable previews in the Host settings: Security -> Modes -> Preview screen capture. Tick the check box to disable previews of the Host's screen. Restart the Viewer to clear the cache.

Can you put in a feature request to make an option "Disable previews of the Host's screen while not actively connected to remote support"? so I can still take advantage of the previews but only while I am connected to the customer?

 

[conrad78]

1) If there was no name change, what's the name of the 'other half'?

The other solution is Remote Utilities. We have a switch at the top bar of the website. There's also the "How is Quinnect different from Remote Utilities" question and answer the FAQ section.

Also in the Features section below it is shown which features of Remote Utilities are not available in Quinnect.

2) By "Host" and "Agent", I take it we are talking about Unattended/Attended setups where an Agent would be like Teamviewers QuickSupport version.

Host - Unattended and Attended access (runs as a SYSTEM service)
Agent - Attended only access (an application, must be initiated by the customer)

Does this mean that you can not do a remote reboot without the user reinitiating the connection?
If so, dealbreaker; that's a must for any proper remote repair software, IMO.

If you need to reboot the remote PC and have the program start automatically, you can either use the Host or (if you still want to use the Agent) simply drag the Agent to Windows startup folder.

The Host is more preferable however, because the user might have the Windows startup screen enabled (where they need to select an Windows account). When this is the case, the Host will grant you access right away, whereas for the Agent to start the user must be logged in to their account first.

 

[conrad78]

Can you put in a feature request to make an option "Disable previews of the Host's screen while not actively connected to remote support"? so I can still take advantage of the previews but only while I am connected to the customer?

I probably didn't get your first question right. Do you want to be able to switch off previews at your own discretion or do you want to let the customer decide whether you can see the previews or not?

If the former (i.e. you just don't want to sneak peek the customer's PC even if they are unaware of that) - simply use the log on/log off feature in the Viewer. The previews are shown only when you are logged on to the remote PC (kind of a 'stand by' mode). Once you finish your work - log off and you won't see the preview.

If the latter, then use the Host-side option I described earlier.

Hope that helps. Let me know if you meant something different.

 

[ComputerRepairTech]

I probably didn't get your first question right. Do you want to be able to switch off previews at your own discretion or do you want to let the customer decide whether you can see the previews or not?

If the former (i.e. you just don't want to sneak peek the customer's PC even if they are unaware of that) - simply use the log on/log off feature in the Viewer. The previews are shown only when you are logged on to the remote PC (kind of a 'stand by' mode). Once you finish your work - log off and you won't see the preview.

If the latter, then use the Host-side option I described earlier.

Hope that helps. Let me know if you meant something different.

That makes sense, is there some kind of indicator on their end to let them know when I am logged on or not? Both the customer and me would not want me to have the ability to view anything they are doing without them knowing.

I think both the customers and techs prefer to use the Agent but would like the ability to reboot into safe mode and reconnect like the teamviewer quick support module does (granted I wouldnt exactly say thats a reliable feature in teamviewer) but customers just don't want people to be able to reconnect to them at anytime. I suppose it really depends on what market you are targetting here. If you are just looking at marketting for help desk departments where the software is going on company machines then obviously host is fine.

I just noticed the screen shot where the host has a startup mode setting manual and automatic. How about a customized host that has my banner artwork (meaning same appearance as the agent and still using randomly generated password) and what not that by default installs in manual startup mode. Then with the viewer I have the option to remotely turn on/off automatic startup. When I turn on automatic startup mode the password does not change.........................and here I thought I was being creative and then I realized how similar this is to teamviewer.

I forgot to ask in teamviewer if I reboot a machine and they have a usb network adapter they usually end up with a different ID. Does this happen on Quinnect and if so how does Quinnect handle that as far as communicating the new ID to me.

 

[Xander]

Host - Unattended and Attended access (runs as a SYSTEM service)
Agent - Attended only access (an application, must be initiated by the customer)


If you need to reboot the remote PC and have the program start automatically, you can either use the Host or (if you still want to use the Agent) simply drag the Agent to Windows startup folder.

The Host is more preferable however, because the user might have the Windows startup screen enabled (where they need to select an Windows account). When this is the case, the Host will grant you access right away, whereas for the Agent to start the user must be logged in to their account first.

So, if we want to look professional and not tether a customer to their computer while we work, we have to either install software on a system (which many customers do not want) or drop the Agent into the Startup and hope that it starts up without issues? Is there any reason the Agent can't, once it starts, set itself up as a Service and then, once quit, remove itself from that?

 

[conrad78]

So, if we want to look professional and not tether a customer to their computer while we work, we have to either install software on a system (which many customers do not want)

The customers do not want that for what reason? If they don't want you to access their PC while they are away, you can turn on the Ask User Permission feature with Auto Deny After Timeout enabled.

If they do not want to give you access to the files/command line etc. then just disable all other connection modes except Full Control and View in the Host settings. This way all your manipulations will be visible to the customer.

Finally, for your customers to be ultimately sure that you won't secretly change the settings let them lock the Host settings by enabling Settings Protection.

... or drop the Agent into the Startup and hope that it starts up without issues?

Why should there be any issues? It's the same as launching the Agent manually, only automatically.

Is there any reason the Agent can't, once it starts, set itself up as a Service and then, once quit, remove itself from that?

If it starts in a user account environment, it cannot set itself up as a service, because Windows won't allow setting a service under a non-administrator account.

If it starts as/under an administrator, then it is possible to implement. We have discussed the Agent-to-Host transition earlier in this thread. I described how that might work. However, if you need to convert Agents to Host all the time, it might make sense to configure a highly restricted Host (in terms of what it allows you to do) as a one-click silent installer and distribute it rather than constantly converting the Agents.

BTW, you can always uninstall Hosts remotely if need be.

 

[arrow_runner]

I see the license says for one 'operator'. I'd like to install the software on a PC at the shop and on my laptop. Will that cost extra? I'm the only employee so it's still just one 'operator'

 

[ComputerRepairTech]

So conrad what you are saying is I would send someone an Agent file, and if I wanted to reboot in safe mode or something like that I would use my preconfigured silent installer (I assume this preconfigured silent installer would have a specified password that I set) to get the host running and then issue the reboot into safe mode then I would do what I need to do and when I am done I would simply issue a command remotely to uninstall it? (Edit: SILENTLY uninstall it I hope?)

hmm I suppose that would work, I will have to test the software again when I get home.


Edit: Conrad you got a 404 at http://www.quinnect.com/product/version_history.php

 

[conrad78]

That makes sense, is there some kind of indicator on their end to let them know when I am logged on or not? Both the customer and me would not want me to have the ability to view anything they are doing without them knowing.

We were going to add the ability for the remote user to disconnect current sessions. We can add this feature too, because they are related. It will be implemented as a notification that someone is being currently logged on.

I think both the customers and techs prefer to use the Agent but would like the ability to reboot into safe mode and reconnect like the teamviewer quick support module does (granted I wouldnt exactly say thats a reliable feature in teamviewer) but customers just don't want people to be able to reconnect to them at anytime.

Reboot in safe mode is on our wishlist as you describe it. We will also add it for Agent too, not only for Host.

I suppose it really depends on what market you are targetting here. If you re just looking at marketting for help desk departments where the software is going on company machines then obviously host is fine. I just noticed the screen shot where the host has a startup mode setting manual and automatic. How about a customized host that has my banner artwork (meaning same appearance as the agent and still using randomly generated password) and what not that by default installs in manual startup mode. Then with the viewer I have the option to remotely turn on/off automatic startup. When I turn on automatic startup mode the password does not change.........................and here I thought I was being creative and then I realized how similar this is to teamviewer.

So far only the Agent provides the ability to add your logo and text. For the Host - it could look like showing the artwork to the customer every time you connect to the Host. But so long as the Host is supposed mostly for unattended support - does that make sense to add that to Host?

I forgot to ask in teamviewer if I reboot a machine and they have a usb network adapter they usually end up with a different ID. Does this happen on Quinnect and if so how does Quinnect handle that as far as communicating the new ID to me.

The ID does not change so long as you do not delete/wipe the Agent (or Host for that matter) from the machine and re-run/re-install it.

 

[conrad78]

I see the license says for one 'operator'. I'd like to install the software on a PC at the shop and on my laptop. Will that cost extra? I'm the only employee so it's still just one 'operator'

It won't cost you extra. You can connect from any number of Viewer machines, there's no hardware binding. And you can establish any number of simultaneous connections from one machine and work with different remote PCs in the Full Control mode tabbed interface.

 

[conrad78]

So conrad what you are saying is I would send someone an Agent file, and if I wanted to reboot in safe mode or something like that I would use my preconfigured silent installer (I assume this preconfigured silent installer would have a specified password that I set) to get the host running and then issue the reboot into safe mode then I would do what I need to do and when I am done I would simply issue a command remotely to uninstall it? (Edit: SILENTLY uninstall it I hope?)

Suppose you have configured your one-click installer file, run it on the remote PC, and then connected to the Host. To reboot in safe mode:

1. Open the Telnet mode and type:

bcdedit /set safeboot Network

2. After it says "the operation completed successfully", run the Power Control mode, select "Restart the remote PC" and click OK. The remote PC will restart in Safe Mode with Networking and the Host will start with the system.

To uninstall the Host, use the Remote Install tool available in the Viewer. There's an option to uninstall a selected remote Host.

Edit: Conrad you got a 404 at http://www.quinnect.com/product/version_history.php

Thanks for letting us know, fixed. The link actually leads here http://www.remoteutilities.com/product/version_history.php as Remote Utilities and Quinnect share the same version history and numbering.

Remember that the above command works in Windows 7 only. For Win XP you would need to edit the boot.ini file which is dangerous

If you need any assistance or have any questions related to configuring a one-click installer, drop us a message at support@quinnect.com, we'll help you.

 

[ComputerRepairTech]

Suppose you have configured your one-click installer file, run it on the remote PC, and then connected to the Host. To reboot in safe mode:

1. Open the Telnet mode and type:

bcdedit /set safeboot Network

2. After it says "the operation completed successfully", run the Power Control mode, select "Restart the remote PC" and click OK. The remote PC will restart in Safe Mode with Networking and the Host will start with the system.

To uninstall the Host, use the Remote Install tool available in the Viewer. There's an option to uninstall a selected remote Host.




Thanks for letting us know, fixed. The link actually leads here http://www.remoteutilities.com/product/version_history.php as Remote Utilities and Quinnect share the same version history and numbering.

Remember that the above command works in Windows 7 only. For Win XP you would need to edit the boot.ini file which is dangerous

If you need any assistance or have any questions related to configuring a one-click installer, drop us a message at support@quinnect.com, we'll help you.

Wait what, I thought you had a reboot into safe mode feature. "bcdedit /set safeboot Network" would make all future reboots go into safe mode would it not? Did you not tell us a while back that it was going to be in the next version which would have been 5.2?