Have you ever experienced the frustration of trying to resolve a technical issue remotely, only to find yourself limited by the inability to access and diagnose the problem firsthand? What if a crucial software application crashes on a colleague’s computer, and the issue persists despite your best efforts to guide them through troubleshooting steps?
Remote troubleshooting software is essential for addressing challenges, especially when physical presence isn’t feasible. Without these tools, IT often faces obstacles in providing timely and precise technical support, impacting productivity and user experience alike.
What is Remote Troubleshooting Software?
Remote troubleshooting involves using remote IT support software to identify and resolve technical issues without the need for physical presence. This method allows IT professionals to access and control a user’s device remotely, identifying and fixing problems.
Remote troubleshooting software includes features such as remote desktop access, file transfer, and real-time collaboration tools. These capabilities enable IT to perform comprehensive diagnostics, implement fixes, and guide users through solutions efficiently. The software ensures secure connections, protecting sensitive data while allowing seamless interaction between the support team and the end user.
Challenges in IT Support Without Remote Troubleshooting Software
1. Delayed Issue Resolution
Without remote troubleshooting, resolving IT issues often require on-site visits. This leads to delays in identifying and fixing problems, as IT admins must travel to the user’s location. These delays can significantly impact productivity, especially if the issue is critical and requires immediate attention.
2. Higher Costs
On-site support causes additional costs, including travel expenses and longer resolution times. Without remote IT support tools, organizations must allocate more resources to maintaining a larger support staff to handle in-person visits. This increases operational costs and can strain the IT budget.
3. Limited Support Availability
Providing round-the-clock support is difficult without remote tools. IT admins may not be available to visit the site outside of regular business hours, leading to extended downtime for users experiencing issues after hours. This lack of round-the-clock support can negatively affect business operations and user satisfaction.
4. Difficulty in Managing Distributed Teams
In increasingly remote and distributed work environments, supporting users across different locations without remote troubleshooting systems is particularly challenging. Coordinating on-site visits for geographically dispersed teams is logistically complex and time-consuming.
5. Reduced Scalability
Scaling IT support operations is harder without remote troubleshooting software. Managing a growing number of support requests requires increasing the on-site support staff, which is not always feasible. Remote tools enable more efficient scaling of support capabilities, accommodating growth without proportional increases in staffing.
Top 7 Remote Troubleshooting Software Solutions
1. Scalefusion UEM: Remote Cast and Control
Scalefusion’s Remote Cast and Control offer robust capabilities for remote troubleshooting, making it a powerful remote troubleshooting tool for IT support teams. It allows IT admins to remotely access and control devices, monitor device health in real-time, manage applications, and securely access data.
Scalefusion UEM offers secure remote support capabilities, ensuring seamless communication between IT support and end users.
Key features:
- Remote Desktop Access: Allows IT admins to remotely view and control the user’s desktop or mobile screen to diagnose and fix issues.
- File Transfer: Enables transferring files between the IT admin’s and user’s devices for examining logs, installing patches, or uploading diagnostic tools leveraging the FileDock app.
- Remote Commands: Capability to execute commands remotely on user devices to perform tasks like restarting services, running diagnostics, or modifying configurations.
- Real-time Chat and VoIP Calling: Facilitates instant communication between IT support and users, providing guidance, instructions, and troubleshooting steps in real-time.
- Session Recording and Logging: Records session activities and logs diagnostic steps taken during remote troubleshooting sessions for reference and auditing purposes.
- System Information and Remote Control Tools: Provides detailed system information (such as hardware specifications and software versions) and remote control tools to perform advanced troubleshooting actions.
- Scripting and Automation: Allows IT teams to automate routine troubleshooting tasks and run scripts remotely to diagnose and resolve common issues efficiently.
- ITSM Integrations: Integration with Jira and Freshservice for streamlined ticket management and enhanced collaboration during remote support sessions.
Pros:
- Enables real-time monitoring and control of devices.
- Enhances productivity by enabling remote troubleshooting.
- Provides security features like remote locking and wiping.
- Facilitates instant troubleshooting and support, improving customer satisfaction.
Cons:
- Relies on stable internet connectivity.
Customer Review:
- Scalefusion’s Remote Cast and Control feature has received positive feedback for its ease of use and effectiveness in managing devices, facilitating seamless remote assistance when needed.
- G2 Rating: 4.7/5
Price:
- Plans start at $2 per device per month (billed annually)
- 14-day free trial
2. Splashtop
Splashtop is recognized as a top-tier best remote support software, offering a secure and seamless remote experience. Its robust security features and ability to efficiently handle high-performance software applications remotely contribute to its reliability.
With versatile remote support solutions, Splashtop is widely adopted across diverse industries such as healthcare and education. It enhances efficiency, optimizes processes, and ensures a secure and stable working environment for remote employees.
Key Features:
- Remote Access: Facilitates quick troubleshooting by accessing devices instantly or setting up unattended access for proactive maintenance.
- Intuitive Interface: Streamlines troubleshooting processes, enabling IT to resolve issues swiftly without extensive training.
- Control Capabilities: Allows IT to schedule troubleshooting sessions and fine-tune access permissions for effective problem resolution.
- Responsive Support Channels: Offers responsive support through multiple channels, ensuring rapid assistance via chat, phone, email, or ticketing systems.
Pros:
- User-friendly design minimizes training time.
- Provides timely assistance via chat, phone, email, or ticketing systems.
- Easily transfer files by clicking and dragging, even between different platforms.
Cons:
- The whiteboard feature is only available on mobile devices, limiting its usability.
- Some users may need more customization options for particular needs.
- Complex pricing structure
Customer Review:
- Splashtop is praised for enabling reboots into Safe Mode to resolve driver issues and providing a software VPN for remote workstation access. Users find it easy to install, support customers, and seamlessly integrate with existing systems.
- G2 Rating: 4.8/5
Price:
- Plans start at $3 per device per month (billed annually)
- 7-day free trial
3. BeyondTrust: Remote Support Software
BeyondTrust is one of the best remote access software for IT support. It provides secure and efficient remote assistance and a range of powerful features to meet the needs of IT professionals and support teams.
With BeyondTrust, organizations can streamline remote support workflows, reduce downtime, and improve productivity. Its security measures and troubleshooting capabilities make it an essential tool for modern IT environments.
Key Features:
- Secure Remote Control and Screen Sharing: Safely access and manage any computer or mobile device, simulating an in-person support interaction for comprehensive troubleshooting.
- Streamlined Workflows: Facilitate collaboration and escalation among IT admins, integrating smoothly with IT Service Management (ITSM) tools to swiftly resolve incidents.
- Automated Support Processes: Easily execute commands, diagnostics, and maintenance tasks using predefined scripts, automating routine support actions for efficiency.
- Shell Jump for Secure Command Line Access: Quickly connect to SSH or Telnet-enabled devices to perform secure command line operations, improving troubleshooting capabilities for diverse network environments.
Pros:
- Broad platform & device support.
- Appliance-based deployment ensures ease of use and setup.
- Enables direct interaction within customer environments, improving support effectiveness.
Cons:
- Limited control over screen size and lack of support for multiple monitors.
- Annual maintenance costs and additional license fees are perceived as expensive.
- Issues with transparency regarding credit card surcharges may lead to customer dissatisfaction and inconvenience.
Customer Review:
- BeyondTrust Remote Support is praised for its ability to support any user device across networks and operating systems.
- G2 Rating: 4.7/5
Price:
- Pricing is available upon request or customized to fit specific needs.
4. TeamViewer Remote
TeamViewer is a remote connectivity platform widely recognized for its reliability. It facilitates easy connections across devices, enabling users to collaborate, access, and support various systems remotely. TeamViewer serves diverse sectors, including IT, healthcare, and education, empowering industries to enhance productivity through efficient remote solutions.
Key Features:
- Multi-platform Access: Ensure connectivity across devices. PC to mobile, mobile to PC, or mobile to mobile for comprehensive remote troubleshooting.
- iOS and iPadOS Screen Sharing: Mirror iPhone and iPad screens to enhance remote support capabilities, providing visual assistance modified for Apple devices.
- Time-saving Shortcuts: Utilize the QuickSteps toolbar and customizable shortcuts for rapid access to essential tools and features during troubleshooting sessions.
- In-Session Automation: Automate routine tasks using predefined scripts to streamline workflows and save valuable time during remote support sessions.
Pros:
- Session recording enhances quality control and documentation.
- Multi-user support sessions promote effective collaboration.
- Service desk integration automates support requests and improves workload management.
Cons:
- Features and device management capabilities have not kept pace with newer solutions.
- Licensing issues can cause frequent errors and user confusion.
- Remote support effectiveness issues, including systems blocking TeamViewer.
Customer Review:
- TeamViewer has been a popular choice for remote support due to its initial affordability, ease of use, and broad system compatibility. However, evolving technology and pricing changes have prompted some users to seek more cost-effective alternatives.
- G2 Rating: 4.4/5
Price:
Plans start at $24 per month.
5. GoTo Resolve: GoToMyPC
GoToMyPC is a reliable tool for remote PC and mobile device access. It simplifies remote work by providing intuitive access to files, applications, and programs from anywhere. It integrates well with the broader GoTo business tool ecosystem, enhancing productivity and security. GoToMyPC supports multi-factor authentication (MFA) to ensure secure access.
Key Features:
- Multi-Monitor Support: View full-screen displays across all connected monitors, enhancing productivity and usability during remote support sessions.
- File Transfer: Efficiently transfer files between computers without the need for email, ensuring smooth data management and problem resolution.
- Seamless Installation: Easily download, deploy, and configure the software in just three clicks, simplifying the setup process for users and technicians.
Pros:
- Easy-to-use interface for remote access.
- Strong 256-bit encryption ensures secure data transfers.
- Useful features like remote printing and file transfer enhance productivity.
Cons:
- Lack of support for Linux.
- Higher cost than some competitors.
- Performance is dependent on internet speed and stability.
Customer Review:
- GoToMyPC is highly reliable and trusted for remote access to networks, allowing easy access to files and programs from anywhere, whether at home or while traveling. It ensures secure data synchronization, providing peace of mind regarding the confidentiality of transferred files and content.
- G2 Rating: 4.2/5
Price:
- Plans start at $28 per computer per month.
- 7-day free trial.
6. AnyDesk
AnyDesk is a remote desktop software widely praised for its ease of use and efficient performance, essential for remote troubleshooting. It supports multiple platforms like Windows, macOS, Linux, Android, and iOS, ensuring broad accessibility. With strong security measures in place, including TLS encryption, it facilitates secure remote sessions.
Key Features:
- Simple Setup and User-Friendly Interface: Install and configure the software on both IT admin’s and client’s devices within minutes.
- Session Recording and Activity Logs: Capture screen sessions to document troubleshooting steps or create training videos, recording real-time interactions and actions.
- Instant Connectivity for PCs and Mobile Devices: Access and control any device, enabling immediate assistance and troubleshooting.
Pros:
- Provides efficient and reliable remote access.
- Easy setup makes it accessible for users at all skill levels.
Cons:
- Requires a consistently strong network connection; fluctuations can disrupt remote sessions.
- The free version has some feature limitations compared to the Pro version.
Customer Review:
- AnyDesk is praised for its efficient and reliable remote access, which is particularly valuable in education. Users appreciate its user-friendly setup and intuitive interface. The free version offers multiple features similar to those of the pro version.
- G2 Rating: 4.5/5
Price:
- Plan starts at $14.90 per user per month.
- 14-day free trial for professional license.
7. ConnectWise ScreenConnect
ConnectWise Control, formerly known as ScreenConnect, empowers businesses to elevate their remote support capabilities. It enables IT admins to swiftly access both attended and unattended endpoints, facilitating quick issue resolution and minimizing customer downtime.
IT admins can efficiently deliver superior support across desktops by utilizing a secure and direct connection for mobile devices and other endpoints. This powerful remote access management software significantly boosts productivity by facilitating silent and rapid troubleshooting sessions.
Key Features:
- Session Recording: Captures and reviews session activities for comprehensive troubleshooting and training.
- Session Transfer: Easily hand off active sessions between IT admins for collaborative issue resolution.
- Multi-Session Handling: Manages multiple remote sessions simultaneously to enhance productivity.
Pros:
- Maintains stable connections.
- Easy migration from on-premise to cloud with minimal issues.
- Works well for remote access once connected, enhancing productivity in troubleshooting scenarios.
Cons:
- Occasional unresolved bugs affect functionality.
- Users faced problems with screen updates.
- Mobile app functionality is limited for daily use.
Customer Review:
- Users find ConnectWise Control’s interface intuitive, making it easy to locate and access devices. Users appreciate the convenience of executing elevated commands directly within the tool.
- G2 Rating: 4.4/5
Price:
- For Remote Access Plan: Pricing starts at $28 per month for a single license restriction, allowing one user to make one connection.
- For Remote Support Plan: Annual subscription prices for unattended access agents start at $31 per month per agent for 25 agents or $39 per month per agent on a monthly subscription basis.
Choosing the Right Remote Troubleshooting Software for Your IT Needs
Investing in reliable remote troubleshooting software is important for modern IT support teams to overcome challenges in resolving technical issues remotely. These tools play a crucial role in maintaining uptime and user satisfaction, whether improving productivity through easy remote access, enhancing security with robust encryption, or enabling efficient collaboration across distributed teams.
Each software reviewed offers unique features customized to meet diverse needs, from real-time session recording to multi-platform support. By choosing the right remote troubleshooting software, businesses can streamline their IT operations, reduce costs associated with on-site support, and ensure seamless functionality across devices and locations.
Scalefusion empowers your IT team with secure remote access and management, ensuring productivity and user satisfaction.
Schedule a demo with our experts to explore Scalefusion’s Remote Cast and Control for remote troubleshooting. Start a 14-day free trial!
