Quite often I notice that users run into problems with DVDProfiler that are only very hard to solve when having to ask questions and having to wait for answers (hoping that there are no misunderstandings on the way).

My idea is to open a group of experienced users that would offer help via a temporary Remote Desktop connection.
In many cases this may significantly shorten the back and forth of the current support system.

Anyone else thinking that this might be a good idea?

Quoting Lewis_Prothero:

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Anyone else thinking that this might be a good idea?

Absolutely. And Teamviewer doesn't even need to be installed, IIRC there is a single-exe-file version. Just download and run it.

As for "exploring my computer" ... well, it's a remote-desktop so you see everything he/she does and you can always disconnect the other one.

cya, Mithi

Quoting bbbbb:

Quote:

Who wouldn't like to explore other people's computers.

Can't you for once contribute something useful to the discussion? 

Hate to put a damper on your idea but.. it's not a good idea.

As soon as you do something like this you take on serious responsibility. Normal users are not that smart, and even if you do remote in and fix their problem and everyone is happy, you can still run into problems if the user has a different problem later on. Because you were "there" you instantly take ownership of all future problems even though you did nothing and had nothing to do with another problem.

You will get things like "After you helped me with DvdP last week, this week my <insert whatever here> has stopped working, what did you do?" The problem will be compounded if the user talks to a friend and mentions you RDP'd into their machine. Fear of what you could have done will overwrite any good feeling over what you did fix for them.

I have basically been involved with IT support for over 15 years and the trouble you can get into simply touching someone else's computer is immense.

Quoting Parsec:

Quote:
Hate to put a damper on your idea but.. it's not a good idea.

After reading your (and Paul's) post I have to agree.

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I have basically been involved with IT support for over 15 years and the trouble you can get into simply touching someone else's computer is immense.

I've been using Remote Access to my customer's computers for several years now without any problems yet. But you are correct, those are machines I now as well as my own, not to forget that I already am responsible for them.

Project-idea cancelled.

Quoting bbbbb:

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When have end user security concerns become useless?

I guess at the point when Windows implemented it's Phone-Home capabilities (version 3.1), or was it with the mass-use of the biggest user-data collector of all times (no, not facebook) Google.