Did you know that using Remote Support with Zoho Assist, you can now get comprehensive diagnostic information about a remote PC in just a click? Yes, a click on the ‘Diagnostics’ button control instantly unveils ‘Remote PC Diagnostics’ to you.
It
is a known fact that PC diagnosis is essential to hasten the process of
identifying the root cause of a problem, especially while working on
rectifying technically challenging software issues (that may be
affecting the functioning of other hardware). If you are a computer
support technician, then being able to obtain information about
applications, processes, active drivers, events etc becomes necessary
to troubleshoot issues that demand higher level of research.
Typically, while performing remote support on customer PCs, the Task Manager and management programs in Administrative Tools
are frequently used for diagnostic purposes. It may be quite tedious
and frustrating if the controller of a remote system has to navigate
and activate them remotely at the client’s end, time and again, having
to access each utility individually at various points of the support
session.
Remote Support with Zoho Assist helps prevent this time draining situation by
aggregating the prime diagnostic information under one simple tabbed
‘Remote PC Diagnostics’ interface.
Using Remote PC Diagnostics
The support technician or the controller of the remote system can launch the Remote PC Diagnostics view, by clicking on the ‘Diagnostics’ button control on the User Interface (UI).
The Remote PC Diagnostics interface contains seven parts:
Dashboard, Processes, Services, Drivers, Applications, Start-up and
Event Viewer. Each tab displays information relative to the actions and
activities on the remote system.
[Click the image below and take a peek at all tabs]
The Prime Seven
Dashboard
The Dashboard view provides information pertaining to the basic configuration
of the remote system. Information about the System’s CPU, Memory and
Data Drives are categorized and displayed in four sub-sections. The
controller of the remote PC can get a quick idea of the percentage memory, CPU in use,
amount of free space available in each drive etc., from this dashboard
view that is the usual starting point of a support session.
Processes
The Processes tab lists all the on-going processes on the remote desktop
along with the process-id (PID), memory used, the respective percentage
memory, user name and priority. The list can be sorted in ascending or
descending order relative to name alphabets or numerical values by
clicking on the title name of each column. This is mainly useful to
trace the processes consuming the most and least memory.
Services
The Services tab lists all the long-running executables
that perform specific functions and do not require user intervention on
the remote system. A brief description of the service functions is
displayed along with the path to the service executable, its current
status and startup type. A technician can track how a service was
started and also determine if any unwanted services were started
automatically.
Drivers
The
Drivers tab lists all the hardware and software drivers that are active
in the remote system, in three columns: Name, Display Name and Type.
While the Name column corresponds to the name of the driver file,
Display Name denotes the kind of software or hardware being driven. The
Type column specifies if the driver is part of the kernel or the file
system. This helps a remote controller to assist a client dealing with
driver related issues.
Applications
The
Applications tab shows details of software applications and programs
running on the remote system. It contains Name, Version number,
Publisher and Location (path to the directory) where the application is
executed from. This enables the controller of the remote system to
check for the presence of any spurious applications that may be hindering proper functioning of the system.
Start-Up
The Start-Up tab displays details of all the programs that get initiated when the remote client starts his/her system. Most malware programs make their way into the start-up path in the registry
and keep running in the background without the knowledge of the user.
This being the case, a support technician can track down such unwanted
programs from this tabbed view and also get to know if too many start-up programs are slowing the system down.
Event Viewer
The Event Viewer tab provides a snapshot of significant occurrences on the remote desktop
that fall into one of the three severity levels, information, warning
or error. With the Event Viewer, information about hardware, software,
and system components on the remote computer can be obtained, along
with monitoring of security related events. This helps the support
technician to identify and diagnose the source of system problems, or
predict potential ones.
Note: This facility is available currently only for remote PCs running Windows. Work is in progress to support Mac and Linux.
Rapid Remote Support
The
success of resolving a computer problem through remote assistance
relies heavily on the scope and speed of access to in-depth system
information at the remote customer’s end. Your client may not find it
too comforting to watch you open up his/her task manager, event
manager, administrative tools and such cryptic, unfamiliar stuff you
deal with rather frequently. As an analogy think about a patient forced to watch a surgeon perform his fine cuts, stitches and chat about the insides with his peers…..not good right?
Using Remote Support with Zoho Assist, you can now simply click on the
‘Diagnostics’ button and immediately have access to all the prime
information, otherwise only available through individual access and
activation at the remote PC end. You can get on with performing your technical surgery on the remote PC given the better hold on the
specifics of the problem, sans any paranoid customers.
Try Remote Support with Zoho Assist today, assist your clients effectively and have them impressed with your rapid service.
Hari
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