Lab

Remote access software

In a perfect world, all your data would be accessible whatever your physical location. Although by no means a reality, we're getting closer to this ideal, and remote access software is providing the tools to achieve it.

In its most basic form, it allows you to access your home or work PC from a remote location using a variety of communications methods, as well as control it, run its applications and transfer files between the two systems. Obviously, this is a useful tool for mobile workers, as it allows them to access the corporate network and associated applications while on the road. However, these abilities are also proving to be extremely valuable for support staff.

It's common knowledge that many companies have overworked and understaffed support departments struggling to cope with users' demands, so tools that allow them to access a workstation and troubleshoot it without having to be physically present will have a major impact on efficiency. Either way, it's clear that companies and individuals can benefit tremendously from remote access software, and in this month's group test we bring together 12 of the top products in this market.

The two most common connection methods these days are via a network or the Internet, with all products supporting links over TCP/IP. Some products such as LapLink and pcAnywhere support connections over serial, parallel and USB ports, but these aren't so popular now that basic Ethernet networks cost so little to install and broadband Internet is becoming more prevalent.

The most common implementation of remote access software is where the system to be controlled - the host - has an agent installed locally, while the system that will access it - the master or guest - carries the main administration interface. However, even these requirements have been slimmed down in some cases. Expertcity's GoToMyPC only downloads a viewer to the guest during a connection and removes it afterwards, making it useful where users need to reach remote systems from public Internet access points. LANDesk's Instant Support Suite goes in the opposite direction, as the host only receives an agent for the duration of the control session.

Along with remote control, there's a wide range of other features from which to choose. File-transfer tools come as standard and allow you to view local and remote hard disks from the same interface as well as copy, move and delete files across the two systems. A few also offer synchronisation, where folders on the guest and host can both be kept up to date. Basic chat facilities let you hold a text-based conversation with a remote user, and some of the more sophisticated products support audio communications.

Personal use may have driven the remote access market for many years, but the opportunities for delivering timely support and help desk facilities can't be ignored. Whereas some of the products on review are clearly suited to assisting support departments managing a large user base, others such as LapLink Everywhere and Symantec's pcAnywhere are increasingly being used by smaller businesses that need to provide customer support but simply don't have the manpower or the resources to always be on-site.

Companies providing bespoke software applications or services, for example, often insist on remote-control software being supplied as part of their package. This allows them to easily monitor a customer installation from their own offices and provide an immediate response to configuration and troubleshooting issues. Even simple housekeeping tasks such as disk defragmentation can be carried out easily outside normal hours by support staff.

Training tools are also evident in some products - most notably NetSupport Manager and PC-Duo Remote Control, as these allow a guest system to broadcast its screen and all activity that occurs within to any number of hosts, making it useful as a classroom tool.

However, before you reach for the chequebook, consider what you want from your remote access solution, as there are also a number of free alternatives that can provide basic remote-control facilities. Windows XP Professional and the soon-to-be-released Windows Server 2003 provide Remote Desktop and Remote Assistance tools. The former allows you to take over these systems from a PC using any version of Windows running the Terminal Server Client (www.microsoft.com), while the latter lets you invite other users such as help desk or support staff to view or take over your system to assist with troubleshooting.

Another alternative is one of the many freely available VNC (virtual network computing) utilities. We tried out the version from AT&T Labs (www.uk.research.att.com), which provides basic, easy-to-use remote-control tools and supports password-protected socket links. On connection, it can also blank the host's screen and lock out the keyboard and mouse. Another VNC client worth checking is that supplied by TridiaVNC, which offers a few minor enhancements (www.tridiavnc.com).

Whether you're a single user or a support department, it's clear remote access software has something for everyone. Are your support personnel looking in need of a break from the daily drudgery of help-desk duties? Do your staff need to stay in touch with head office while out on the road? Or do you just need to keep working while you're away on holiday? Either way, turn the page and you'll find there's plenty of remote access and support choices with the features to suit a wide range of remote possibilities.