Is there a way to group customers (color code or category)? It would be nice to be able to offer the option of yearly packages to customers instead of a per session charge. The only issue I can see is being able to differentiate (at the time of initial contact) between those who have a subscription and those who don't.1 vote
Thanks for reaching out! The answer here is “Yes” and “No”. Let me explain…
If you’re using the desktop app (Win32), you can sort by color code, or any other heading. Many folks use this to group computers together.
If you’re using the modern app (Win8/10), you can also sort to group PCs together. Additionally you can use the search box to narrow down the PCs in your list.
The fields (name, company, phone, etc) are arbitrary. Some folks will use a naming convention or put the computer name int he “Company Name” field, for example.
No matter which option you choose, I think these options should solve what you’re trying to do.
If it doesn’t, reach out again and I would be happy to assist further.
Where is the one-time buy option for your remote support software?
You were giving that chance before and now I only see yearly packages.
Thanks for reaching out. It’s still available in the shopping cart at https://secure.instanthousecall.com/order/.
Includes 1 year of upgrades and support. 20% of your licence cost per year thereafter if you wish to upgrade. If you choose not to, you can continue on the version that you have at no additional charge.
I often use unattended access in one-off situations and over longer periods of time (a day or two) to ensure I maintain connectivity as needed until the job is done. But when it's done, I can't remove unattended access without involving the customer. Why? Of course the customer should be involved in granting unattended access - but a Specialist should have the ability to remove that access without bothering the customer - who may not even be present. Just as we already have the ability to completely uninstall the software (or not) at the end of a regular, non-unattended, session. Not being able to remove unattended access is an odd restriction.
I often use unattended access in one-off situations and over longer periods of time (a day or two) to ensure I maintain connectivity as needed until the job is done. But when it's done, I can't remove unattended access without involving the customer. Why? Of course the customer should be involved in granting unattended access - but a Specialist should have the ability to remove that access without bothering the customer - who may not even be present. Just as we already have the ability to completely uninstall the software (or not) at the end of a regular, non-unattended, session.…4 votes
You can remove unattended access without your customer’s permission.
- Choose the unattended customer from your list
- In the bottom app bar, choose “Delete”
- Choose the unattended customer from your list
- Beneath the list, click the hyperlink, “Delete unattended access”
Disappointed you do not have a "contact us" form on your website except for this forum which is not ideal especially when you are paying for a product.
Thanks for reaching out and for the feedback! You can always leave feedback, open a ticket, or call 1-888-838-4050 any time.
If you prefer e-mail, email@example.com.
Please let me know if I can help in any other way.
to be able to Restore a past session from menu in system tray, with acceptance from user (or not)1 vote
If I understand what you’re looking for correctly, unattended access should do the trick for you.
If you need further assistance or if you’re looking for something else, please reach out again.
you have the best remote software I love it. good work god bless1 vote
Thanks for reaching out! Lifetime plans are available. Go to www.instanthousecall.com/pricing, then click on the “Lifetime” tab at the left of your screen for details.
Quite often I get asked to wipe all data from a PC prior to disposal or re-use. Does anyone have a way that works through Instant Housecall ? I want to initiate a reboot and complete secure wipe of all drives without too much input from the customer.1 vote
Thanks for reaching out. You can do that in the traditional way: by deleting the files by hand, then rebooting the machine. If you’re using repair automation, there are options to securely delete, or run CCleaner which also offers wiping abilities with complex overwrite. There are other tools, some of which you can find here that also do complex overwrites: http://www.howtogeek.com/72130/learn-how-to-securely-delete-files-in-windows/
Of course, you won’t be able to delete the operating system that Instant Housecall runs on, or Instant Housecall itself but pretty much everything else should be fair game. After you reboot the computer, you’ll be able to instruct your customer how to complete the deletion of Instant Housecall and the OS itself.
It would be very useful to have some way of configuring and testing the Remote D7 tools on my own PC without the loopback display issues.1 vote
Yes, if you’re doing testing, you can certainly connect to a VM or another PC on your LAN to try out features or various configurations that you want to use in production with your customers.
trouble connecting instant housecall from windows 10 preview 9926 with windows 8.1? Any ideas1 vote
There are a few known issues with the modern app on Windows 10 Preview. In a pinch, you can use the desktop app, which does not appear to be affected by these bugs.
They modern app issues seem to vary from machine to machine.
In testing, these issues seem to resolve themselves in time.
While I can’t confirm that this is the case (it’s speculation), it appears as though the operating system is dynamically downloading bits that it needs to fix compatibility issues behind-the-scenes.
Since Windows 10 is currently in early Preview stages, we can’t offer direct support for it, but appreciate any feedback or thoughts that you can offer on the modern app.
I tend to have issues when using Instant Housecall and the client has multiple screens. Is there a way to have it work more like Team Viewer and begin the session on the main display, and from there I can either switch displays, see both at the same time, etc. Typically with multiple displays, the session presents a lot of lag, I'll click and while the customer says the window is up, I'm still waiting for the refresh to occur. Even after I've clicked refresh, I still have to wait. Once the customer unplugs the second display, the session goes smoothly and there is no delay.
I tend to have issues when using Instant Housecall and the client has multiple screens. Is there a way to have it work more like Team Viewer and begin the session on the main display, and from there I can either switch displays, see both at the same time, etc. Typically with multiple displays, the session presents a lot of lag, I'll click and while the customer says the window is up, I'm still waiting for the refresh to occur. Even after I've clicked refresh, I still have to wait. Once the customer unplugs the second display, the session goes…1 vote
Thanks for reaching out and for the suggestion!
I suspect the issue you’re running into is this:
It is a known issue.
In cases where your Customer has multiple monitors and the monitors are not in sequential order, there is a known issue that causes screen update lag. The KB article above provides a bit more detail. The workaround, as you’ve discovered, is to either disable the secondary monitor or alternatively, to put them into sequential order.
You can review all known issues at instanthousecall.uservoice.com.
If that’s not the issue you’re experiencing with multiple monitors, please update this issue to let us know.
When connecting to remote machines the app doesn't scale the remote screen resulting in scroll bars having to be used.
Scale the remote desktop and make it easier to work on.3 votes
You can scale the screen in the Windows Store app in two ways:
In Pan Mode (icon = hand):
1) Using mouse, Ctrl+MouseWheel
2) Using touch, pinch-to-zoom
In Grab mode (icon = target), these gestures will be sent to the remote PC instead of acting as a local zoom.
To toggle between Pan and Grab, click the Target/Hand icon on the bottom left of the bezel.
More details on Pan and Grab mode are available from the Help on the Home Screen of the app.
In the desktop (Win32) app, you can change the screen scaling by choosing a different zoom level in Tools → Settings.
The mouse scroll wheel doesn't get sent to remote.2 votes
In the modern app, there are two mouse modes: pan and grab.
In pan mode, the scroll wheel lets you pan around the screen with the mouse.
In grab mode, the scroll wheel is sent to the remote PC.
To change between grab and pan, click the hand/target icon on the bezel. The hand represents pan and the target represents grab. More details are available in the user guide available from the Home Screen of the modern app.
Display available technicians from a website.1 vote
You can automatically retrieve online/offline status from the following URL:
If you want to integrate it into a website script to show your status on your own website, use cURL or your favorite HTTP library.
Feature request: if customer prints during a session it prints on the specialist's pc.2 votes
Will be available in 6.4
How do you transfer files int he modern app?1 vote
All of the features in the Windows 8 app are available in the app bar.
To show the appbar:
- Mouse: Right click the bezel (black frame around the outside of the screen)
- Touch: Swipe up
The ability to forward offline messages to a different email address. Forwarding to a different email address could help where offline messages would automatically create a trouble ticket.1 vote
Thanks for reaching out! This feature is available in Professional Edition. Offline messages along notes of incoming calls, can be sent to SMS, Pager, or a separate e-mail address. We can also set up an XML gateway for a push notification.
To get notifications set up, open a ticket with the e-mail address you want configured, or the WSDL and URL of the external system, and we’ll get the integration configured for you.
When Customer inputs their information, Computer Name Should be visible. Some customers have more than computer, this way we can keep track
Add Computer Name by default under customers information so if customers has more than one computer or is a business you can keep track of each computer. specially if need to set up unattended support for a business. maybe even a Location Area would be valuable. I think this is a must.1 vote
Change tile color in unattended list2 votes
This feature will be available in next release.
On home screen, ability to search through unattended (start to type on keyboard and have it narrow down the search) – This would help speed up productivity3 votes
When I start to End Session, either by keyboard or menu, The "End Session" window appears. Is there a way to add a CANCEL option so that I can go back to remote control?
Clicking on the X in the upper-left hand corner doesn't do this - it just ends the session.
A number of times I've remembered something I was asked to do at this point but I couldn't without going through the whole process of requesting the Customer to reconnect to me.3 votes
This feature is available in the Windows 8 app. It has been added as an enhancement for Win32 in 6.2.
- Don't see your idea?