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![[Post New]](/Sysforums/templates/default/images/icon_minipost_new.gif) 10/11/2011 03:08:00
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brgnewman
SysAider
Joined: 30/07/2011
Messages: 16
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Previously we use to utilize LogMeIn for the remote control and assistance of all workstations across our division. However, about 3 months ago we decided to decommission LogMeIn and move completely to SysAid. While we are impressed by the asset management and the help desk capabilities of SysAid, we are becoming more and more displeased with the Remote Control functionality each time we try to assist our end-users.
Some of the issues we are currently experiencing with the Remote Control functionality of SysAid include:
1. When in a remote session, if the user is running Office 2007 and I attempt to click on the "Office Button" in the application (such as Excel, PowerPoint, Word), the context menu does not appear in the remote session BUT it does appear on the user's screen (affects both the RCG and Direct Connection RC methods).
2. Slow to initialize remote session (even across our LAN - affects both the RCG and Direct Connection RC methods).
3. Connections randomly terminate and disconnect (affects both the RCG and Direct Connection RC methods).
4. Choppy screen refreshes, or the remote session completely locks up and freezes (affects both the RCG and Direct Connection RC methods).
5. SysAid RCG RC method lacking features (for instance, we are unable to switch between a user's monitors when utilizing the RCG RC method - and most of our users now have dual monitors).
We are currently running v8.1.03 (free). While I had originally hoped to purchase the Pro version by the end of this year (mainly for the Active Directory integration and the additional admin support), I am hesitant to invest in this if the remote control functionality does not meet the needs of our help desk and users.
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10/11/2011 08:46:43
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NWG-IT
Elite SysAider
Joined: 07/01/2010
Messages: 203
Offline
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great post, that sums up exactly all the problems we have as well with the Remote Control feature.
The idea to use remote with SysAid is nice, but it is not practical to use.
We are used to Remote Assistance to connect on users since we are in a Windows environment.
And when trying the remote control function from sysaid we experienced exactly the same issues as you describe.
We are running on v8.1.02 (Pro Plus edition)
Hopefully this is something that can be fixed in 8.5 because now it feels too slow and too buggy.
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11/11/2011 00:19:25
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brgnewman
SysAider
Joined: 30/07/2011
Messages: 16
Offline
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I personally haven't looked at the Remote Assistance functionality in Windows since Windows XP, but I may have to - the other technician has become very uncomfortable with the RC tools in SysAid...
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11/11/2011 10:29:13
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Welsh
Elite SysAider
Joined: 21/06/2010
Messages: 125
Offline
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Exactly the same with us too - since they brought in the RCG, Remote Control is unreliable at best. Frequent disconnects. We used to rely on SysAid's RC tool but it's got so bad that we are considering ditching SysAid altogether.
We're using 8.1.02 Pro.
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22/11/2011 19:28:31
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jfor27
SysAider
Joined: 12/08/2011
Messages: 8
Offline
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Wonderful Post. We purchased SysAid several months ago. We use another product for remote control but had hoped to move to Sysaid RC but we have had horrible time with it. Mainly for all of the reasons listed.
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22/11/2011 20:49:15
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snagler
Super SysAider
Joined: 16/11/2011
Messages: 64
Offline
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brgnewman wrote:Previously we use to utilize LogMeIn for the remote control and assistance of all workstations across our division. However, about 3 months ago we decided to decommission LogMeIn and move completely to SysAid. While we are impressed by the asset management and the help desk capabilities of SysAid, we are becoming more and more displeased with the Remote Control functionality each time we try to assist our end-users.
Some of the issues we are currently experiencing with the Remote Control functionality of SysAid include:
1. When in a remote session, if the user is running Office 2007 and I attempt to click on the "Office Button" in the application (such as Excel, PowerPoint, Word), the context menu does not appear in the remote session BUT it does appear on the user's screen (affects both the RCG and Direct Connection RC methods).
2. Slow to initialize remote session (even across our LAN - affects both the RCG and Direct Connection RC methods).
3. Connections randomly terminate and disconnect (affects both the RCG and Direct Connection RC methods).
4. Choppy screen refreshes, or the remote session completely locks up and freezes (affects both the RCG and Direct Connection RC methods).
5. SysAid RCG RC method lacking features (for instance, we are unable to switch between a user's monitors when utilizing the RCG RC method - and most of our users now have dual monitors).
We are currently running v8.1.03 (free). While I had originally hoped to purchase the Pro version by the end of this year (mainly for the Active Directory integration and the additional admin support), I am hesitant to invest in this if the remote control functionality does not meet the needs of our help desk and users.
We also have problems with 2 and 5. 2 being the most annoying especially consdiering its over our LAN. We were also trying to use sysaid's RC solution to replace an old out of date one. Unfortunatly the old out of date RC solution works 100 times better.
If 2 were fixed it would make a world of differnce.
v8.1.03 Pro Edition
This message was edited 3 times. Last update was at 22/11/2011 20:51:43
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23/11/2011 10:49:53
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Welsh
Elite SysAider
Joined: 21/06/2010
Messages: 125
Offline
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The old version (before they brought out RCG) was great - you had a toolbar across the top of the screen which alowed you to control various elements, which included, amongst oter things - Connection speed/Resolution. You could lock the end users' screen so that they couldn't see what you were doing - very useful in a school  . The session was properly full-screen without the need for the current dragging to get to the top/bottom of the users' screen.
Overall the old Remote Control was 100 times better and I wonder why they moved to the extremelt limited RCG??
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23/11/2011 15:59:09
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snagler
Super SysAider
Joined: 16/11/2011
Messages: 64
Offline
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Welsh wrote:The old version (before they brought out RCG) was great - you had a toolbar across the top of the screen which alowed you to control various elements, which included, amongst oter things - Connection speed/Resolution. You could lock the end users' screen so that they couldn't see what you were doing - very useful in a school . The session was properly full-screen without the need for the current dragging to get to the top/bottom of the users' screen.
Overall the old Remote Control was 100 times better and I wonder why they moved to the extremelt limited RCG??
The direct connection still has all those features.
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23/11/2011 18:14:13
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cooperspc
Super SysAider
Joined: 03/03/2011
Messages: 91
Offline
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If you are not seeing the request on what remote type you want, and it JUST CONNECTS to RCG.
You have a setting issue
go to Preferances > Remote control Settings > Default method and change to Always ask
you may not notice this on Chrome only in IE9
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28/11/2011 12:21:20
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Inna
SysAid Customer Relations
Joined: 24/06/2010
Messages: 745
Offline
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Dears,
We have remote controls with all of you and all the issues with RCG were resolved. if you still have some unresolved issues please do not hesitate to post here or to contact us at helpdesk@sysaid.com
Thanks Inna.
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30/11/2011 04:00:02
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brgnewman
SysAider
Joined: 30/07/2011
Messages: 16
Offline
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Inna wrote:Dears,
We have remote controls with all of you and all the issues with RCG were resolved. if you still have some unresolved issues please do not hesitate to post here or to contact us at helpdesk@sysaid.com
Thanks Inna.
That is not 100% true.
Yes I was contacted by someone from SysAid support (after I initiated a support session), however the only support I received was that I had to install SysAid Pro and these issues would be resolved. However, this is not the case; these issue still appear in a test environment of SysAid Pro.
There needs to be a patch made specifically to resolve the issues with RC. Moving to another version of SysAid (Pro for instance) will not resolve these issues.
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10/02/2012 04:03:02
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tpategas
SysAider
Joined: 24/08/2011
Messages: 2
Offline
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same issues here. time to address this sysaid. give us a working RC that doesn't require us to edit FW rules, edit the registry or require work arounds. just want to deploy the agent and connect.
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10/02/2012 09:33:32
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NWG-IT
Elite SysAider
Joined: 07/01/2010
Messages: 203
Offline
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same here, the RC is very unreliable.
SysAid support asked me to give a computer and test it on which the RC fails.
And that is the hard part, it just stops working so randomly on every time a different machine,
but if i see the posts here I am not the only one so it is definitely not our clients which gives the problem.
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10/02/2012 10:36:22
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Karlson
SysAid Wiz
Joined: 20/10/2010
Messages: 354
Offline
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Hi
We decided a long time for another product! The RC of SysAid is not just for professional animators use.
Alone is the waiting time for the connection when you come into existence is an absurdity!
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