Citrix and Remote Support Help...

[brentaserio]

Hello Everyone,

I've got a big topic here that I need some help with. I am an admin for a large company here in arizona. We have man Fat Clients from many locations loggin into our domain from different offices. Now, we also have Citrix based Thin Clients in our network as well. On the fat clients(regular desktops) our employees login like you typically would on any other domain system. On the thin clients they login with a local usrname/pass then click the Citrix VD icon which will basically bring up a RDP like prompt to where they will login to our Virtual Desktop environment on our server with their designated username and password for the domain.

What i'm trying to get some information about is remote support. I'm tryin gto find the best possible solution to support the employees on both Fat and Thin Clients. They have to see what i'm doing while i'm working on there system remotely, like RealVNC. Any ideas?

Thanks,
Brent

[Cyberdyne]

Hi there and welcome to the Scripts Community!

The three things that come to my mind for support that you need is
My favorite network administration software from DAMEWARE
Second you could use PC ANYWHERE 12.1
And third you could use the built in remote assistance (msnger)

Good Luck!

Cyberdyne

Hello Everyone,

I've got a big topic here that I need some help with. I am an admin for a large company here in arizona. We have man Fat Clients from many locations loggin into our domain from different offices. Now, we also have Citrix based Thin Clients in our network as well. On the fat clients(regular desktops) our employees login like you typically would on any other domain system. On the thin clients they login with a local usrname/pass then click the Citrix VD icon which will basically bring up a RDP like prompt to where they will login to our Virtual Desktop environment on our server with their designated username and password for the domain.

What i'm trying to get some information about is remote support. I'm tryin gto find the best possible solution to support the employees on both Fat and Thin Clients. They have to see what i'm doing while i'm working on there system remotely, like RealVNC. Any ideas?

Thanks,
Brent

[brentaserio]

Thanks,

Well, I found a solution for remote support for the desktop/FAT Clients.

Here is my most difficult problem to solve. Many of our employees use Citrix thin clients, Now, they simply turn on the thin client and are put right onto the Xp Modified desktop with minimal access, no extra software. They load up the Citrix MetaFrame into a remote desktop basically a virtual desktop. So basically they can see the citrix desktop with the modifed xp os and the actual metaframe virtual desktop which look just like a remote desktop. Here is the problem. All the users that use the citrix metaframe are basically remoting into a single server. Most remote software is based off ip addresses, which works if each user has different ip addresses on fat clients or desktops, but since they are all using metaframe on a signle server there ip address's are the same but all use there own user account simotaniously. So i can't simply setup your average gotopc or netmeeting. Any help would greatly be appriciated, i have to basically remot to there computer through a remote connection and have the same ip address as the person i'm trying to support, any ideas?

[Cyberdyne]

Interesting, so basically they all have sessions setup on the server and you can see who is on at any given time and proabably can message them, but you cant interactively login and see what they are doing to help them out with their issues. Sounds like a terminal server except you got modified policies and Citrix running. Is there anything on the Citrix site that might be of help, have you tried calling their support team?

Thanks,

Well, I found a solution for remote support for the desktop/FAT Clients.

Here is my most difficult problem to solve. Many of our employees use Citrix thin clients, Now, they simply turn on the thin client and are put right onto the Xp Modified desktop with minimal access, no extra software. They load up the Citrix MetaFrame into a remote desktop basically a virtual desktop. So basically they can see the citrix desktop with the modifed xp os and the actual metaframe virtual desktop which look just like a remote desktop. Here is the problem. All the users that use the citrix metaframe are basically remoting into a single server. Most remote software is based off ip addresses, which works if each user has different ip addresses on fat clients or desktops, but since they are all using metaframe on a signle server there ip address's are the same but all use there own user account simotaniously. So i can't simply setup your average gotopc or netmeeting. Any help would greatly be appriciated, i have to basically remot to there computer through a remote connection and have the same ip address as the person i'm trying to support, any ideas?