One of the Support Analyst’s most powerful tools is the ability to remotely view and control the end user’s computer. One of many tools that lets you do this, is TeamViewer. If User Account Control (UAC) using secure desktop is enabled, that secure desktop causes remote sessions without administrative privileges to go black when the UAC prompt pops up. To get around this, you need to launch TeamViewer with elevated permissions. Here’s how:
Category: Tech support
A while back, I had a user call in and tell me that he was editing a document in SPSS, and went to save his progress to the original file, when he got the following error:
Apple’s bidding for the smartphone market, the iPhone, ships with several preinstalled apps, none of which can be removed. As annoying as this may be, at least you can stick them all in a folder, and place the folder on the last page of apps. Out of sight, out of mind, right?
One of the most important tools in any sysadmin’s tool kit is the ability to remote control servers and client computers. Being able to quickly connect to Terminal Services is…
Having gone from Windows XP to Windows 7, we are seeing a rash of new problems. One of these is that a lot of our users are unable to boot into Windows, as they are prompted for a BitLocker Recovery Key. The temporary fix for this is simple enough; look up and tell the user the BitLocker Recovery Key, and have them enter it. Well, I say simple, but the BitLocker Recovery Key is a string of eight segments of six digits, and having to enter this each and every time you reboot gets … tiresome … very quickly.
So, let’s see if we can’t improve on that. There are two methods, the first usually suffices, but sometimes, I’ve had to go for the second. The first solution is as follows:
Every so often, I encounter computers that, among other things, have very specific prerequisites. For SAP CRM and Mobile Sales, more often than not, a specific version of Java should be installed. If it isn’t, problems ensue. Now, while you’ll always have the option of finding out what version is installed through the control panel, there is a much quicker way.
Having worked on-site support for most of my career, I’ve seen a lot of things that can bug you. There are a few things we can do to make it a little more survivable, such as:
Working in IT, I often have people ask me about issues they are having with their computer. Now, while I’m happy to help out, I often find that the problems I solve for them are problems they could have solved themselves. Mitch Tulloch, a Microsoft MVP and lead author of the just-published Windows 7 Resource Kit (Microsoft Press, 2010; ISBN: 9780735627000; 1760 pages), has created a short e-book called “What You Can Do Before You Call Tech Support.” Here are the opening paragraphs: