Dameware Remote Support (DRS) is a paid remote support and systems administration package from SolarWinds for IT technicians and help desks. It combines remote control of Windows, macOS and Linux computers with a console for managing Windows machines and Active Directory. It includes Dameware Mini Remote Control (MRC) as its remote control component. Mobile apps for iOS and Android let technicians connect from a phone or tablet.
Working without a remote session
A large part of Dameware Remote Support is built for tasks that do not require taking over the user’s screen. After connecting to a Windows computer in the DRS console with credentials for it, the technician works on that machine directly.
- Services: view, start, stop, install or remove a service from a right-click menu.
- Processes: restart or end running processes.
- Event logs: view and clear the logs of the remote system.
- Registry: open the 32-bit or 64-bit registry, edit values and save the changes.
- Shares and files: list the network shares on the machine, and copy or delete files.
- Software: see installed software versions and updates.
The console can also show performance statistics, run scripts and reboot unattended or crashed computers.
Active Directory management
Dameware Remote Support has its own Active Directory Users & Computers view, so routine directory work does not require logging in to a domain controller. When the technician’s computer belongs to the domain, its objects appear automatically. The technician can manage several domains from one console and keep frequently used ones as Favorite Domains.
From this view a technician can create, update and delete organizational units, containers, users and groups. They can also add users and computers to OUs or remove them. Account actions on a right-click include resetting a password, enabling or disabling an account and unlocking it. A technician can create new users with a home folder, an Exchange mailbox and a profile picture. Exchange Tasks covers creating, moving and deleting mailboxes. A technician can edit group policies and extended attributes such as employee ID, and export directory objects in bulk.
Dameware Exporter for configuration reports
The Exporter module in Dameware Remote Support opens from File > Export. It signs in with Dameware Remote Support credentials and collects configuration data from selected Windows computers, including servers, laptops and domain controllers. The technician ticks the properties to collect, starts the export, and gets the results as XML or CSV files.
Typical exports include a software inventory for each system and network or workstation settings for compliance records. Custom exports can be built from WMI properties. Repeating an export over time lets a technician check whether a software change lines up with a performance complaint.
Remote control with Mini Remote Control
When a problem needs the desktop itself, DRS hands the connection to Mini Remote Control. The technician enters a host name or IP address, or picks a host from a list, then chooses a connection method:
| Method | Used for |
|---|---|
| MRC Viewer | Windows computers running the Dameware client agent; the agent can be installed during the first connection |
| Remote Desktop (RDP) | Opening Microsoft’s RDP viewer inside the MRC window |
| VNC Viewer | macOS and Linux computers running a VNC server |
MRC Viewer connections can authenticate with Windows integrated security, an encrypted Windows logon, a separate username and password stored in the agent, or a smart card and PIN for two-factor sign-in. For wider rollouts, an MSI builder produces agent packages for Group Policy or other deployment tools.
During a session the MRC toolbar offers chat with the user and file transfer to an Uploads folder on the remote machine. It also offers one-click screenshots, printing and switching between monitors when the user has more than one display. The remote keyboard and mouse can also be locked so only the technician controls the computer.
Reaching machines that are off or outside the network
For computers that are asleep, hibernating, powered off or crashed, Dameware Remote Support can use Wake-on-LAN and Intel vPro with AMT, including KVM access. These features can bring the machine back or reach it below the operating system.
Dameware Remote Support reaches users outside the company firewall through Internet Sessions. These sessions run through the Dameware Internet Proxy and Central Server:
- Attended sessions are for one-off help. The technician creates a session in MRC and sends its URL by email or clipboard. The user opens it in a browser, an agent installs, and the connection ends when the session closes.
- Unattended sessions are for users who will need support again. The user installs a preconfigured agent from a deployment link. The computer then stays in the Remote Host List, showing as online or offline and ready for later connections.
Stand-alone and centralized setups
Dameware Remote Support comes in two forms. The stand-alone version runs on the technician’s computer and includes the administration tools, Active Directory features, Exporter and MRC, but supports users only inside the network. The centralized version adds the Dameware Central Server, which manages licenses, Dameware users and shared Global Host Lists. The server also enables Internet Sessions and single sign-on for Active Directory. Mini Remote Control can also be integrated with SolarWinds Web Help Desk, so sessions can be launched from help desk assets.
