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Supporting disconnected users

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by dcormier

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Hello, I'm trying to find best practices for supporting disconnected or remote users (when tools like remote control are rendered useless).

Apart from asking questions ? how do you obtain system information and identify root cause?

Thanks,
-Dean

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by gralfus

You can try to have multiple methods of remote control installed ahead of time (SMS, built-in XP controls, VNC, PC Anywhere, dialup & DLS & cable, etc).

Outside of that, you pretty much have the phone line and guide the user through step by step. You can always try cell phones with cameras for visuals. For realllly remote users, a 2-way radio or satellite phone.

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