Dameware Remote Support – Deployment, Components, and Session Types

Dameware® Remote Support is a complete support software solution designed to simplify remote access and troubleshooting of end-user computers (desktops, laptops, and servers) running Windows®, Linux®, and Mac® OS X® operating systems. Given the complexity of the solution, it’s certainly useful to focus on explaining a few key aspects of Dameware DRS that are the source of frequent questions.

  • In which modes Dameware can be deployed?
  • What are the components of the product?
  • What types of sessions does Dameware support?

In which modes Dameware can be deployed?

Dameware Remote Support and Mini Remote Control can be installed in centralized mode or as stand-alone applications. If an organization has Dameware Remote Support Centralized, components can be installed on one server, two servers, or three servers.

The centralized version of Dameware offers the Dameware Central Server, which you can use to manage Dameware licenses, Global Host Lists, and Dameware users. Dameware Remote Support centralized also enables you to initiate Internet Sessions to support remote end users outside your network.

The stand-alone version of Dameware doesn’t include the Central Server and does not support Internet Sessions with remote end users outside of your network.

What are the components of the product?

Dameware consists of the following components and applications:

  • Central Server – Stores licensed users, sessions, Global Host Lists, and other shared information. Install the Central Server on a server in your network.
  • Internet Proxy – Controls Internet Sessions initiated by a technician to support end users outside the corporate firewall. In this scenario, the Internet Session is installed and configured on a server in the DMZ for added security.
  • Dameware client agent – Each user must install the Dameware client agent for the technician and the end-user computers to connect. See "Install the Dameware client agent service on Windows computers" in the Dameware Centralized Installation Guide.
  • Dameware Administration Console – Used by Dameware Administrators or technicians with administrator privileges to manage global hosts, remote hosts, and Internet Sessions. You can install multiple instances of the Administration Console on your network.
  • Dameware Remote Support application (includes Dameware Mini Remote Control) – The application used by the technician to connect with and support end users. The Remote Support application is installed on the technician's laptop or desktop computer and configured to connect with the Central Server.
  • Dameware Mobile Gateway allows remote connections to Windows computers on your network from mobile devices. The Dameware Mobile Gateway service can be configured on a server placed in a DMZ, internet-facing, or accessible through a VPN connection.

 Dameware Remote Support components
What types of sessions does Dameware support?

Dameware Mini Remote Control can be used to connect to a user internal to your network. The computer you’re connecting to must have the Dameware client service agent installed. The agent controls the communication between the technician's computer and the end user's computer. If the computer doesn’t have the agent installed, you’re prompted to install it when you try to connect.

An Internet Session connects Dameware Mini Remote Control installed on a technician's computer and a computer located outside of the network. Creating an Internet Session relies on the Internet Proxy component of the Dameware Central Server. Supporting users external to your network is only supported by Dameware Remote Support Centralized. The Internet Proxy is configured when Dameware Remote Support was installed.

When a technician invites a remote user to either an attended or unattended session, Dameware Mini Remote Control sends a link to the remote user. When the remote user clicks the link, Dameware Mini Remote Control installs an agent that gives the technician control of the remote computer, as if the technician has physical access to it.

For more information about using Dameware Remote Support, see Dameware Getting Started Guides.

Thwack - Symbolize TM, R, and C