You've probably heard this somewhat different Christmas quote before:
"And it came to pass, at that time of year, when all daughters and sons returned to their birthplace to solve their parents' IT problems."
Especially for the younger generation, this is certainly a familiar situation: as soon as you've given IT-inexperienced parents or grandparents a PC, a MAC computer, or a smartphone with internet access, calls for help are inevitable. From then on, daily IT support and remote maintenance are on the agenda. Over the phone, it's usually a difficult task; in person, it might be a day trip to another location. But fortunately, there is tried-and-tested remote maintenance software that makes these tasks easy to master.
Remote maintenance software: The savior for many real and not-so-real "PC problems"
Remote maintenance software consists of programs that allow you to access and remotely control any other computer online via the internet from any computer. This type of access or remote control of a remote computer is also called remote access. Remote maintenance tools are therefore also referred to as remote desktop applications or remote desktop programs.
With remote maintenance, you don't have to be on-site for your support, access, or maintenance where the respective device – computer, server, network – is located. For your access to the other computer, you don't need to be available on-site. And for communication and control, you typically rely on remote access and remote desktop tools.
When your mother once again thinks she's deleted the internet, dad has "accidentally" logged in somewhere, or your grandparents won't turn on the computer for fear of an internet update, these tools are the savior. Then you simply launch the appropriate remote maintenance software and solve all IT problems from your own PC or smartphone. The tool gives you access to the affected devices, servers, and systems, and you can start remote maintenance.
The three most important requirements for remote maintenance programs
Remote maintenance programs / remote desktop applications consist of two parts:
- A client (also called a viewer) located on the helper's PC
- and the host, which is installed on the PC of the person seeking help, i.e., the user.
There are many programs and tools. They differ in type and function. Some, for example, separate the host and client, and you then have to install different software. But there are also programs and tools – TeamViewer, for example – that can be used in both directions by default.
Below, we present three requirements that good remote maintenance software / remote desktop programs should meet for secure remote access.
Requirement No. 1 for remote maintenance software: ease of use
Establishing a connection for remote maintenance or a remote connection should be as quick and, above all, as simple as possible. Two types of connections are distinguished here: ad-hoc connections and permanent connections.
Ad-hoc connection:
With an ad-hoc connection, the person seeking help must actively participate in establishing the connection – which requires a basic understanding of remote maintenance and IT. The person seeking help must open the remote maintenance software (if necessary, first find the download online, download and install the tool) and send an access number to the helper – e.g., by phone or chat. The helper uses this access number to connect to the affected person's PC using the remote maintenance program. As a rule, this connection must then be confirmed or approved by the person seeking help. Only then is control on the screen of the person seeking help possible.
Permanent connection:
With a permanent connection, the remote maintenance software is permanently set up on the PC to be maintained on-site. This then starts automatically with the operating system. By entering a password, this PC or system can then be accessed from any other computer using the same software.
The permanent connection type of remote maintenance is particularly suitable for people seeking help who have little IT knowledge – and who might be overwhelmed by assisting with an ad-hoc connection – or for (experienced) users who do not want to deal with maintenance.
It is then particularly helpful if remote maintenance or remote access can also be carried out via the current version of a common browser (Mozilla Firefox, Google Chrome, Windows Explorer, Windows Edge). Installation of the software on both computers is not always required.
Requirement No. 2 for remote maintenance software: Mobile access
Since it is difficult to predict when a call for help will come in, it is particularly important in a private environment to be able to use remote maintenance programs as an app on smartphones and tablets. Apps are generally available for all mobile operating systems such as Apple iOS, Google Android, BlackBerry OS, Android, Windows Phone, and others. Most of these work just as well as via a desktop PC and also offer reliable remote help – just without a mouse. Nevertheless, it is true that remote access via smartphone is highly dependent on the quality of the internet connection. A poor network or weak Wi-Fi can then turn remote maintenance and remote support into a real test of patience. A fast and good LAN connection is always an advantage.
Some remote maintenance tools, however, recognize when help is provided via mobile devices. To use the available bandwidth as effectively as possible, these programs actively assist by, for example, reducing the quality and resolution of images, or even not transmitting the desktop background image.
Requirement No. 3 for remote maintenance software: Useful additional functions
Beyond pure remote maintenance, there are a number of useful functions that new remote maintenance software offers. Here is a small selection of features that seem particularly useful to us:
- Integrated chat function: This allows those seeking help and helpers to communicate directly and transmit text without having to resort to third-party programs in an extra window (Skype) or another device (WhatsApp).
- Function / Module for file exchange: The same applies here as with the integrated chat function. If data and files can be moved back and forth within the remote maintenance tool, there is no need to resort to email or cloud storage.
- Saving the session as a video file: In this case, if the problem reappears, the person seeking help has an individual video instruction at hand, with which they can then solve the problem on their own.
Our recommendation: TeamViewer
"The most appealing overall package" is how Heise rated TeamViewer in a comparative test of several remote maintenance solutions. This tool manages the balancing act between ease of use and extensive features. It is currently still a good example of a state-of-the-art solution. Popular with companies, but also used privately on many PCs. TeamViewer's Quick Support, in particular, is excellently suited for establishing ad-hoc connections even with users who have little IT knowledge. Furthermore, TeamViewer is free for private use and private users. For companies and employees, the TeamViewer license is not free – however, the paid version also includes more functions. Companies usually have the option to obtain and try out free trial versions for themselves and their customers.
TeamViewer is also included in the Rescue Stick, the first-aid kit for data loss and Windows problems, as a solution for accessing and controlling remote computers and servers in another location. This allows even inexperienced PC users – who would certainly not know what to do in the event of a Windows crash – to be competently accessed and helped via remote maintenance. A plus for your security!
Of course, TeamViewer is not the only solution and the only provider of remote assistance. Below is a small list of other popular remote maintenance software for users and small and large companies. Here you will find various tools for securely controlling remote computers, whether Microsoft PCs, MAC computers, or Linux systems – commercial, for professional work, with and without costs (not exhaustive):
- Anydesk
- Chrome Remote Desktop
- Ammyy Admin
- VNC / Real VNC / UltraVNC / ThinVNC
- LogMeIn
- Dameware
