The Sharpest Tool is the Toolbox

With ScreenConnect 2.5 right on the horizon, we’ve divulged a few new features you can expect to see in the upcoming release. The most highly anticipated improvements are the enhancements to the toolbox. In previous builds, the toolbox was limited to the host’s windows machine. In 2.5 we’ve had a complete toolbox overhaul!

The first thing we addressed is the physical location of the toolbox. In 2.5, you have the option to store files and applications on the server as opposed to the host’s client. This allows for shared access to for important utilities and executables.  Imagine having one click access to run your favorite utility from anywhere in the world!  Furthermore, since the toolbox is now housed on the server we’ve opened it up to Mac, Linux, Android and iOS users.

Remember, the toolbox feature is unique to ScreenConnect. It is a powerful tool that allows a technician to run diagnostics on a customer machine without the need to transfer or install files. There is nothing else like it on the market and we are proud to unveil it to our entire customer base.

Posted by Jeff Bishop at 9:53 AM       0 Comments       Share
Categories: Development | Remote Support | Sales | ScreenConnect | Support

ScreenConnect Feature Spotlight: Drag-and-Drop File Transfers

A very nifty feature we’ve added to ScreenConnect 2.0 is drag-and-drop file transfer functionality. Now, a technician can easily drag and drop files from one window into another window on the target machine. Files and folders can also be copied and pasted (using the right-click mouse buttons) from one window on one machine to the other.

If you encounter any difficulties or if you have a few more questions, do not hesitate to contact us or visit the forum!

Posted by Kat Palacios at 7:30 AM       0 Comments       Share
Categories: Remote Support | ScreenConnect

ScreenConnect Feature Spotlight: Unattended Remote Sessions

One of the new features released in ScreenConnect 2.0 is the ability to remotely access an unattended machine. This ability allows technicians to troubleshoot other machines that may or may not be supervised by a person.

In order for this functionality to work, the ScreenConnect host must first build an installer which can then be installed on the target machine. This command is available on the Host page, underneath “Unattended Sessions.” Once the installer is ran on the target Windows based computer or server, ScreenConnect will be able to connect to them with or without a person on the other end.

Visit our features page for more information on this and other additions to the ScreenConnect toolkit!

Posted by Kat Palacios at 8:03 AM       0 Comments       Share
Categories: Remote Support | ScreenConnect

ScreenConnect Feature Spotlight: Remote Support on the Go

 

 

We had some major enhancements with the release of ScreenConnect 1.8, but one of the most exciting was our new Android mobile phone application. The mobile phone application allows a host to connect to customers and control their computer via their Android based mobile phone.

With this new feature, a technician can troubleshoot a customer’s computer anywhere his phone has internet access: at the airport, at the coffee shop, at the library, etc. Now a technician can make quick, immediate repairs without needing a laptop. This application, available as a part of the ScreenConnect installation, can be installed on an Android smart phone simply by joining a ScreenConnect session. After that, a message box will prompt you to install the application. View the app and its features in action on YouTube.

Try it out and let us know how it works! If you have any questions or comments, feel free to contact us or join us on the forum.

Posted by Jeff Bishop at 4:27 PM       0 Comments       Share
Categories: ScreenConnect

ScreenConnect Feature Spotlight: Our Branding vs Your Branding in Remote Support

Remote support has evolved considerably since the early days. Firewalls, NATs, and various incompatibilities presented stumbling blocks, frustrating the customers. Mature remote support products overcame these hurdles leading to very impressed customers. More often than not, customers verbally express their surprise at how quick we are able to establish a ScreenConnect session-- from the point of the customer typing in a URL until full screen control, we often are connected in under 20 seconds. I expect competitive products deliver nearly as solid experiences.

So who gets the credit?

In most cases, the remote support vendor. Whether it be intentional, or just overlooked, most remote support products plaster their branding throughout the user experience. Even when the vendor advertises "branding" and "customization", generally they find a few places to sneak in their company and/or product name. Just ask anyone who uses Bomgar how many times they've had to explain to a customer what the "Orange B" is for!

We have taken a bit of a hybrid approach with ScreenConnect. Admittedly, the "vanilla" ScreenConnect installation has a healthy display of our logo, our brand name, and even with a link back to our homepage. However, from the start, we have provided a very straight-forward customization panel in our administration area. This has led to some very unique installations, and in many cases we don't even recognize our own product!

We took customization a step further in 1.8. The Host and Guest Clients--the applications that run on the computers--are now able to be completely branded. Wherever we displayed "ScreenConnect" before, can be replaced with your company or service name. Check it out (image to the right)!

So what are the chances that this will happen-- The "mystery" as to which remote support software is used will generate more buzz for ScreenConnect than plastering our logo everywhere. We don't like our odds with this, but at least our customers will be happier with our own anonymity.

Have a feature request? Be sure to stop by our forum and let us know!

Posted by Jake Morgan at 9:01 AM       0 Comments       Share
Categories: Remote Support | ScreenConnect

ScreenConnect Feature Spotlight: Remote Support & Overcoming Slow Connections

Bandwidth issues and slow connection speeds have always plagued remote support applications. These problems create painful delays between what the guest and host are respectively seeing on their computers. In best case scenarios, both parties are seeing the mouse movements and applications opening at approximately the same time. However, in less ideal conditions, hosts could be seeing a lag time of five to ten seconds or longer. This lag creates a frustrating experience for both parties and results in a waste of valuable time.

Many remote support tools on the market have tried to correct this nuisance by modifying the color depth of the data shipped from the client PC to the host. In other words, these tools take the high-resolution color screen of the guest computer and remove colors, making the appearance a bit more “cartoony.” Another quality settings method will bypass color all together, returning the guest’s screen image in full grayscale. By making these quality changes, a remote support tool can transmit less data, effectively reducing the impact slow connection speeds have on the remote support session.

Up until ScreenConnect 1.7 we have primarily focused on improving the software to better handle the packets of data sent from the guest to the host. But with 1.7 we have made huge strides forward, allowing more control and access to the quality settings of ScreenConnect.

ScreenConnect 1.7 has three color quality settings: high, medium, and low. The high quality setting displays the guest’s remote screen in full color, while the low quality setting displays the screen in complete grayscale. The medium color setting, however, is a sort of hybrid of the high and low quality settings. With the medium color setting enabled, ScreenConnect’s screen capturer will first send screen changes in grayscale mode. Then, when there are no more screen changes to send, ScreenConnect will send the true color information. Interestingly, color and grayscale elements can be displayed on the host’s screen at the same time; a video may be playing in grayscale while the rest of the desktop is in color. This provides improved performance over slow connections while still maintaining some color information. By default, ScreenConnect 1.7 will begin in high color mode and should ScreenConnect’s message queue fill up, the program will automatically switch to medium mode.

ScreenConnect 1.7, a stable release, is now available for download. Test it out for yourself at http://www.screenconnect.com.

Posted by Kat Palacios at 5:02 AM       0 Comments       Share
Categories: Remote Support | ScreenConnect