[919] in resnet
Re: Web-based support
daemon@ATHENA.MIT.EDU (Angie Kelic)
Thu Feb 28 18:02:42 2002
Message-ID: <200202282237.RAA13044@prowler.mit.edu>
Date: Thu, 28 Feb 2002 17:37:31 -0500
Reply-To: Resnet Forum <RESNET-L@listserv.nd.edu>
From: Angie Kelic <sly@MIT.EDU>
To: RESNET-L@listserv.nd.edu
In-Reply-To: Your message of "Thu, 28 Feb 2002 13:28:40 EST."
<Pine.OSF.4.33.0202281314230.32746-100000@is06.fas.harvard.edu>
This has been talked about at MIT a few times. One of our
concerns is that people may be wary of letting someone else
connect to their machines due to privacy reasons, or that it
may later turn around to bite us if the machine gets broken into
or has something else go wrong with it later.
Have you had any problems?
--Angie Kelic
Resnet Coordinator, MIT Information Systems
In message <Pine.OSF.4.33.0202281314230.32746-100000@is06.fas.harvard.edu>,
Kevin Davis writes:
>We're actually in the finishing stages of a custom application powered by
>VNC to provide remote support. Basically what we're doing is writing a
>Win32 executable that puts WinVNC.exe onto the system (as an application,
>_not_ started as a service!) and sets some registry keys (limiting VNC
>access to user systems to our IP address range, etc.)
>
>The program then randomly generates a new per-session VNC password and
>displays a UI telling the student to read their IP address and session
>password over the phone to the student tech helping them out. That tech
>can then connect to the user's system and make changes. If the UI detects
>the student is behind a NAT router/firewall it prompts the user instead to
>make an outbound connection to the User Assistant by asking the UA for
>his/her IP address. When finished, the password is again randomized and
>WinVNC is shut down.
>
>So far it's seemed trivial to write something in Visual C++ that does
>this, especially since VNC is an open-source, well-documented, highly
>extensible program. Check it out at www.uk.research.att.com/vnc/. (Our
>front-end is not yet ready, but when it is, I'd be happy to share the code
>with anyone who's interested.
>
> +-----------------------------------------
> |Kevin Davis
> |Coordinator of Residential Computing
> |FAS Computer Services, Harvard University
> |ksdavis@fas.harvard.edu * 617.496.6064
>
>On Wed, 27 Feb 2002 usclm@EMORY.EDU wrote:
>
>> Has anyone looked into or implemented web-based support tools that do remote
>> console to customer machines? One such product I've found is Desktop Streaming
>> from ExpertCity.Com. Any other suggestions? Have you encountered any issues
>> with accessing student machines this way?
>>
>> Thanks in advance,
>> Craig Myers
>> Emory University
>>
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