General Consultant Discussion

@MarkKotyla Did you say you have a solution that allows you to configure workstations remotely? I've recently seen the light of remote access and now am asking for it on all my upgrades. That doesn't solve the issue of workstation setups and I know (or think I know) that you shared some way that you were able to do that before.

I do almost everything remotely... via Citrix GotoAssist. Just log into clients PC and do whatever. I also configure everyone with Citrix ""unattended support"" feature, so can access their PC/server without user intervention (can also reboot and run diagnostics). Am usually able to work on 2-3 PC's at a time, switching between them as desired. You really have to pay attention though. There was the time I created a bunch of UDF's on the wrong installation...

That's what we use too @MarkKotyla - very nice tool.

To clarify, you are using 'gotomanage' now, right? I think only the gotomanage version has the unattended feature where gotoassist doesn't. Citrix has created the most confusing set of names short of Sage.. When you say citrix, people think of the Remote Desktop type thing, but that's now called Xen Desktop...stupid

I love it. When I was hospitalized last year, I worked (albeit slowly) from my hospital bed. During summer, I try to work from the marina as much as possible. Just can't beat the freedom this $462/year software provides.

@MarkChinsky it used to be GoToAssist but is now GoToManage. Both have unattended support option.

@MarkChinsky It used to be called GotoAssist Express, then changed to GotoManage and is now called GotoAssist Expert. Citrix must have referenced Sage's ""shock and awe"" playbook.

@ThereseLogeais is correct. I don't know why my icon says GotoAssist Expert, but the management screen says GotoManage.

Insanity...

How does it handle when the workstation needs to be rebooted and it asks for a login with the user name/password? Also what percent of customers go for this and allow you to install on their workstations? Is there IT pushback?

Is this it for $660/yr? https://secure.gotoassist.com/commerce/buy;jsessionid=abcRoLXzvGTGAgtOk6dAt?execution=e1s1

If you set up an unattended session, you can send a ctrl-alt-del and use your saved login. Mine - and @MarkKotyla's it sounds like - is $462.

Looks as if you both have a 30% discount. Were you part of the beta a while back? I seem to remember a few people were in the beta and received special pricing.

Maybe. I know you can get discounts at Summit usually. They are always there.

@WayneSchulz Yes, that's it. Perhaps I was remembering the intro price originally offered. The utility either saves the users login credentials (so you can click a hot link and log in as them) or allows you to login as another user. As far as adoption, I'd say 90%. I occasionally get push back, but when faced with the choice of incurring travel time, users will allow me access... even if it means hiding it from IT. At present, every customers allows remote access, and 90% permit unattended remote access.

You don't set up unattended support for all workstations, do you @MarkKotyla? We typically do it on the server or a specified workstation that is available.

Sorry for the questions - but what's different (other than controlling the remote desktops and rebooting which I understand) between this going to the server and just getting a free RDP to the server? I'm trying to figure out the best approach. Right now I use GotoMeeting for adhoc support and RDP for upgrades.

We RDP to some (most) of our customers' servers but to run wksetups, this is such a nice tool! It's also nice to connect to them and walk them through something or to figure out what exactly is happening when they call and say ""I keep getting an error"" or ""I can't access blah-blah-blah"".

I tell you trying to get people to navigate to ""joingotomeeting.com"" is more of a pain than it seems it should be. Half (80%?) try to use a search engine then get ""spammed"" away to some sign-up page... until I guide them back to the right URL. So it sounds like for most of these connections you may not even get IT involved and just have the user install this on their computer? I'm a little concerned about IT backlash should they uncover this.

I've had the saem experience if I try and walk a customer through going to www.fastsupport.com - same thing, they type it in google search and then click on the Citrix link, etc. Usually, I email the link to them directly.

I configure unattended for any PC that I'm going to work with regularly... which is the server, controllers/CFO's PC and AP/AR clerk. I try to do them during upgrades, or in advance of one. Many places restrict or disable RDP. Personally, I also like to have a single management panel with all remote connections and their status. Clients like the fact that I know that their server is down and can inform them before work begins (panel shows which computers are off-line). A recent new feature allows me to wake a PC up if it's gone to sleep or is hibernating. I also like to copy files, but don't want to expose my system to clients computer by sharing resources. GotoManage allows me to transfer files without sharing my drives (as I'd have to do with RDP). Totally different experience than RDP. The lower fee is because of beta participation.

I forgot to mention the file transfer feature @MarkKotyla! I use it all the time to send and retrieve files!

You can also configure GotoManage to NOT un-install the software after the connection drops. This leaves client with an icon they can click on for future sessions... so that navigation problem disappears. I notify management that I ONLY use GotoManage, and let them duke it out with IT. If they don't like it, on-site service is available.

I'm using GotoManager as well. No issues with firewalls. I've run into some cases where the client side of GotoManage gets blocked by network administrators (probably a domain policy). The unattended computer option is very nice. Use it rather than GotoMyPC.

I have been using TeamViewer. I really like it as does all the good things you mentioned. It connects very quickly, has a good file transfer tool, you can see right away if user has dual monitors and is easy to go back and forth. It is a company from Germany and there was a one time fee of $499 (maximum 50 connected hours per month). You can upgrade if you need more time. It has an iPhone app which I actually used once with my binoculars.

I'm signing up for GotoManage -- I really am seeing the benefit of an unattended connection and shame on me for ignoring all of your recommendations for the past years. I know that GTM has been discussed here on and off with good recommendations. I like Mark's policy -- and my one issue might be with remote users who don't want to install GTM though I have been really surprised that a very high (probably 90%) are happy to grant full admin RDP ---- and even more surprised that I've really used this more to deliver a much higher level of customer support. Knocking pricing out of the equation - I really like being able to say ""hey I'll look at that when everyone leaves for the night

When you sign up, tell'em that you're the famous lifestyle consulant. You might get comped.

Shit, there goes my special sauce. :)

Wayne, Can I refer you to my rep. She's got us good discounts

I'm on the 30 day trial but I could always cancel.

Mark and/or Wayne, you should let her know that this group has several users and advocates of it!

Yeah, RDP is better. Avoid future regret and cancel now.

Any issues running into the 100 remote desk limit? Seems like you could always remove some desks if you get close

Holy cow have we come a long ways from the day of PC Anywhere and 4,800 baud modem...

I haven't hit that number, but it's easy to delete and set up again. I find that initially, you may have a dozen unattended PC's per customer, but a couple weeks after an upgrade, most drop off because the need to connect unattended is no longer there. You may only end up with 2 or 3 per customer as unattended, but all may have the app installed.

Hey Mikey! He likes it!

I have found teamviewers uo to be confusing. Especially figuring out who is presenter and viewer and which password to use

I hear that happens with age. :)

Another tidbit of info which makes me glad I decided to ask this question and follow your advice -- starting next week Sage will shut down open access to all their portal links which they'd left open. This means links such as those to the product updates and tax tables will now require a login. This means I'll probably store them in DropBox and use the ability to file transfer as opposed to wasting time logging in remotely and downloading the updates on the client side.

Thanks all! This is a very helpful thread. I'm going to sign up also. I've been using Webex for years.

@WayneSchulz That's what I do, as most times IT has server locked down for browsing and you get 30 prompts to add sites to the safe zone.

GoToAssist and RDP sessions is the reason I can live in VA and still maintain my client base in IA. I haven't done an upgrade/new install on site in the past 18 months. Does GoToManage provide a session log (at what ever interval you set it up)? This is what has kept me paying the higher rate for GTA. Every Sunday morning a log file is sent so I can bill clients. Some day, I will have all my clients on the value plan so it won't be as critical to have, but my habit of logging the call when I do it is dismal. I prefer RDP sessions for file transferring ease, but sometimes after establishing an RDP session, I fire up a GTA session to transfer a file (the RDP session doesn't allow it for strange reasons). When I did live closer to the client, they understood that if I couldn't remote in, they would be charged 100% fro travel time. For the hold outs, that fact changed their minds.

+1 on the remote upgrades - customers are starting to ask if these can be done overnight/off hours. I'm pricing accordingly (higher) and looking at them as a big differentiator from Sage.

@MarkKotyla Do you know if I setup a customer on a GTM and then the customer's IT department also wants to use the solution -- does that workstation have to load two GTM accounts ? Assume the customer has their own GTM separate from my account. I've not dug around to know if this is possible to have two separate GTM master accounts share access to the same workstation.

I have been using Go To Assist for several years, and It has worked flawlessly - until recent - from time to time the remote session ""locks up"" and I have to call the client to ""move their mouse"" to get things rolling again. Seems to have started with client's installing Windows 7 workstations. Any ideas??

I have similar recent issues with GotoMeeting. I've had sporadic lockups where the connection seems like it drops although I'm still staring at what is a static screen. I know it's not the same product but perhaps there's some Citrix server issue.

@WayneSchulz I don't know... never had that request. My suspicion is that it would have 2 processes, since each is tied to a different GTM account. I have clients that use GotomyPC in conjunction with my GTM, so assume it would behave similarly. @MichaelMcDonald Had that happen once in a blue moon. Initiating a different session usually solves the problem. Sometimes, sending a CTRL-ALT_DEL command wakes it up.

You do all the workstation setups for your customers during an upgrade? You don't have the customer do that themselves?

Yes I do all the workstation setups, clients do not have the patience to wait for that ""Finish"" button.

I don't trust them, to be honest. I have one customer who tries to do them themselves (e.g. new computer) but they almost always have to contact us to get it done right, especially with Windows 7.

I have not had that issue. Almost all my customers do their own workstation setups. I cannot think of one that I had to do them for them.

Win 7 lock ups i attribute to local settings usually UAC once i change and reboot issue stops

They must be smarter in Appleton, WI....

We in Wisconsin are from hardier stock ... :)

Is it hardier or heartier?

I also do all the workstation setups. Gives me a chance to check anti-virus settings, paperless office driver configuration and power settings. Most have to be adjusted. Otherwise, I end up taking support calls for this stuff and would have to eat the cost.

Just talked to a company who recently put in Syspro. They were in nj and te consulatants in california. 98 %of the work was done remotely and successfully

I've been using GTA Express / GTM for awhile. My problem is when connecting to a PC you've setup for access running Win 7 it requires UAC being enabled at the time you remote in. I can't always rely on that to be true. The free versions of TeamViewer and Logmein even allow unattended setup and don't have the UAC on rqmt. Also connecting to a server o/s is hit and miss depending on the level of IE and network security. I'm going to cancel by GTA Express / GTM soon unless @JeffSchwenk can land me a good deal with the real unwounded GTA non-Express version. Oh and try saying ""goto fastsupport.com"" on the phone - 5 out of 10 people won't get it right for reasons stated above. One person told me ""oh I didn't know you supported FAS"".

Remote work is also the norm with their IT folks. Numerous customers never see IT - they just pop up on the desktop ...

+1 Alnoor - I think it's a universal problem that customers don't understand where to go to start the remote session. They (80%) type their url into a search engine and get redirected to the SEO optimized site of the day. My other favorite feedback is when they tell me they're being prompted to sign up for something....

@AlnoorCassim I've never experienced the UAC requirement and I have many W7 unattendeds with UAC off. Also a beta tester getting the discounted price of $462/yr. I just say ""www.fastsupport.com that's fast - as in quick"".

@DanBurleson I always have the UAC requirement problem without fail unfortunately. But that's great news about the $462/yr hopefully they're still offering that. I've tried saying ""goto www.fastsupport.com that's fast as in opposite of slow"" but yours is much better.

Here's a different option to consider: logmein.com. We've used it for many years. The Free service is good, but we pay $300 for the LogmeinCentral feature for our 2 logins to organize computers. Installs easily on a computer, then runs as a service (which can be turned off, and easily turned back on later). We use it for all unattended work, which is a lot. It can remember login credentials. We haven't had firewall issues. If the customer already uses logmein, we join the machine to our farm and they still ""own"" the computer.

Has anyone tried, with success, using the workstation setup using the InstallShield Slient Install? I haven't tried it. Here's a link to the Sage KB article. http://infosource.sagesoftwareonline.com/sw_attach/kdb.asp?isresolutionconceptid=492714

I want to say that maybe @ToddMartin had indicated some time ago that he was doing this? I'm not entirely sure that it was him but I remember one person saying that they were using some type of an install routine vs workstation by workstation.

I'm listening to one of our consultants trying to walk a customer through going to fastsupport.com. ""No, fast as in F-A-S-T. No, not MAS support!

We use LogMeIn and we have to direct people to logmein123.com. If it's their first time, 9 times out of 10 they forget the ""123"" part and don't get to the right place.

On TeamViewer they install the software, place shortcut on desktop. When you connect the first time you setup the password to autoconnect. Next time they only have to execute shortcut and you're done. One of the reasons I like it.

We don't use Logmein123. Just logmein for sessions where we don't need the customer there. For ad hoc, interactive, we use webex.

We use #GoToAssist for most of our remote support, but I like the #GoToManage idea. Being able to connect after hours without having someone on site would be a godsend. I've used #LogMeIn to support family, and I think it's great. For the real #cheapskates in the group, Join.Me is free. Great for ad hoc meetings. No more #GoToMeeting for me.

@WayneSchulz I looked at silent install in the past for 500 but never ended up doing it. When I do workstation install I test crystal printing and PDF. I can not trust the unattended when the attended sometimes fail.

We put the GoToManage link on our home page and tell them to meet us there. When we connect to the client, we bookmark it. It makes the next connection easier and no interpretation fouls or spelling ""fast support"" . Or, we email them the session link.

The other option would be to use dyndns.com or something similar and setup a simple URL that forwards.

We have a link on our website for remote help plus we have a URL Http://help.mbabsi.com. We use Bomgar which I love and it can Pin sessions so you can go to them at any time. You can have a jump client which allows you to install software on the server that will allow you to push to other machines within their network (given you have correct permission). It will also allow you to create an icon you can leave on their desktop that will allow them to connect when you need it. They also have the ability to start a chat session then from the chat session go into a remote control session. It has File transfer, remote connectivity, system info, playback of remote session (I use this all the time), and the ability to shell script. The shell script allows me to make command line changes in a script. Example, If I want to disable the windows firewall I go to my shell script and run the one to disable the firewall. It will run ""netsh firewall set opmode disable."" I can invite outside support to my session. When I do it will email the rep with connection info like the customer would get when I send them an invite to my session. The rep gets a one time connection to my support session. This helps when I work with those customers who do not have a great IT group that has their own remote connection to the workstations. I just send them my request then I can show them the issue the customer is having. If I wish to show the customer my screen, I can reverse it and display my screen to them. I use to use Bomgar for my webinars and it worked great but the audio had to go through my phone system. It does have a way to show your screen to multiple customers. Bomgar can also remote to Phones or the handheld computers used for warehouse management. I use this for those who are on scanforce. If they have issues I just have them go to the icon on the device and click on it and I can get connected and view what they see on the handheld.

Todd do you pay monthly or did you buy the appliance? Sent from my iPad HD On Apr 7, 2012, at 12:46 PM, ""Todd Martin"" <share@socialcast.com<mailto:share@socialcast.com>> wrote:

The only thing I pay for now is M&S. Long ago we were using desktopStreaming and I got tired of paying so much each month. I think with the Sage discount it was around $99 per user. I knew I was going to use the technology for many years. We have 5 users and it was about $500 bucks per month at that time. So I purchased Bomgar and leased with a monthly cost almost the same as I was already paying, it was mine in 36 months. Now my monthly cost is a fraction of what I was paying for it ($33 a month per user if I break down the annual M&S). I can choose not to pay the M&S and not pay anything per year but I prefer to get all the great updates and I believe it also covers the hardware. So if the hardware fails they will send out a new one to replace it.

Any idea how much a 20 user box is? How good is it for 1 to many types meetings, such as demos

I have no idea what the cost is now for a 20 user box. I think my 1u box handles up to 20 users. If you are already at 20 users you would go to their enterprise version which can go up to 10,000 users. It can also handle multiple portals (ie sell access to 90minds users to cover your cost). It works great for the demos. They call them presentations. If you have a phone system to handle the voice you are good. We use to use our phone systems for the voice and use presentations for the demo. Worked great. Only reason I went to GoToMeeting was for HD faces and voice and data through one system. You can schedule presentations. It will allow you to show your screen or parts of your screen. I think you can do a demo of the full version to get an idea of what it would be like. If you would like me to show you some of our stuff I can as well. Just let me know.