General

  1. Transferring large files?

    Tryiong to transfer a 9.25 GB pst file to my computer. Initially, it started at about 2:45 remaing, but now has been stuck at about 5 seconds left for nearly 45 minutes., but the progress bar currently shows 2.5 GB (& counting) of 1.56 GB transferred.
    Probably not to time to have thought about this, but I'm guessing compressing the file would have been a good idea!
    Any suggestions?

    1 vote
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    3 comments  ·  Flag idea as inappropriate…  ·  Admin →
  2. Hi is your pricing in USD dollars?

    Hi is your pricing in USD dollars?

    1 vote
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    0 comments  ·  Flag idea as inappropriate…  ·  Admin →
  3. Pricing Levels

    As a small computer repair shop that is gradually growing into an MSP I would like to see more choices/levels in the pricing structure such that I don't have to jump into a situation where I am paying for more than I might ever use in any given year depending on how much growth occurs.
    Example: Could we see a level between Express & Professional that gives us say 200 unattended for a slightly higher monthly or annual cost.
    It seems to me that Instant Housecall may be leaving money on the ground for those of us who are at…

    4 votes
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    completed  ·  3 comments  ·  Flag idea as inappropriate…  ·  Admin →
  4. More room for session notes

    Hi Cory,

    Can you please consider providing more room/characters in the notes section of each remote support session ?

    I find myself repeatedly running out of room to accurately describe what was done on even the shortest remote support efforts.

    As we all know the devil is in the details and good notes both keep me and my customer better informed on what has been done.
    For me it really helps with billing/invoices as well as keeping an accurate history which benefits future repair and support efforts and ultimately better customer service which is makes for a happier customer and…

    2 votes
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    3 comments  ·  Flag idea as inappropriate…  ·  Admin →
  5. Ability to change the Contact Name and Company Name of the unattended

    I would like the ability to change the Contact Name and Company Name of the unattended computers from the Specialist Console. Most of the time the Customers name it on a way that doesn't make much sense.

    1 vote
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    0 comments  ·  Flag idea as inappropriate…  ·  Admin →

    Hi Andre,

    Thanks for the note. There are a couple of ways you can do this today. The easiest is that if you’re using the modern app from the Windows store, you can click on an unattended access item then click Details and you’ll be able to make the changes there.

    If you’re using the desktop app, you can do the same thing from Recent Sessions or during a session.

    Recent Sessions
    ~~~~~~~~~~~~
    - Right click the system tray icon and choose “Recent sessions”
    - Click Customer (tab)
    - Type the new customer details, then click ‘Update’

    During a session
    ~~~~~~~~~~~~~
    - Click File > Customer profile and notes
    - Click Customer (tab)
    - Type the new customer details, then click ‘Update’

    I’m going to move this issue to Completed, but if that doesn’t answer your question or if you need more details, please reach out again and…

  6. Version 6.3 Ribbon

    The Ribbon on version 6.3 is always on the way of application behind it and it is useless. The 40 sec. is just not enough. Please give us the capability of removing it.

    1 vote
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    6 comments  ·  Flag idea as inappropriate…  ·  Admin →

    This has now been moved into production. When your customer downloads the new software, the feature will be available in the customer system tray to hide the ribbon

    ~~~~~~~~~~~~

    We’ve created a version that allows you to hide the floating wnidow (ribbon). It’s currently in beta, this feature will be rolled out with the next release. If you’d like to get on the beta to use the feature immediately, please open a ticket.

  7. Stop making every new interact interupt what specialists are currently working on.

    Ill be chatting with one customer and something will pop up from another and suddenly I've accepted a new call or given one person a confusing half sentence.

    1 vote
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    0 comments  ·  Flag idea as inappropriate…  ·  Admin →
  8. mouse cursor visibility

    the clients can not see my mouse cursor, neither i can see their mouse cursor on my end, and is messy, how do i restore it?

    1 vote
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  9. Deployment Options?

    New user wondering if there is a way to deploy Unattended Access to the workstations in my domain similar to the way I would in GoTo Assist. I wanted to test this scenario on about 50 computers in 3 locations, but can't bother each user to go to my portal, download the program, then allow UA.

    Is there some type of feature that I have missed, being I play first then read instructions?

    Last night I tried to set up 1 client computer by RDPing from my pc to that 1, then going to the portal and trying to run…

    1 vote
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    0 comments  ·  Flag idea as inappropriate…  ·  Admin →

    Thanks for reaching out! It sounds like you’re looking for scripted unattended install, which you can find here:
    https://instanthousecall.uservoice.com/knowledgebase/articles/353986-scripted-unattended-install

    You’ll need to have it enabled on your account before you use it. To do that, simply open a ticket and make the request.

    Instant Housecall can’t be installed through an RDP session, but the scripted unattended install should do the trick. Depending on how you deploy it, you might need to sc start ihcserver after you do it.

    Hope that helps. Please let me know if I can help in any other way.

  10. New Logo on Beta Client not as good as the old one

    Maybe it's just me but I really felt that the Old Logo which was a graphic of a doctor in a white coat with a red cross on it really stood out better on the screen than the new logo in the beta client which is a tiny, almost unnoticeable stethoscope with a mouse at the end. I know this is the official Instant Housecall logo and no disrespect is intended but the old logo is just a whole lot more obvious and noticeable when viewed on a typical computer screen.....

    1 vote
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    2 comments  ·  Flag idea as inappropriate…  ·  Admin →

    Express Edition customers can not upload their own icons. Visit the administrator control panel to do so. (admin.instanthousecall.com)
    ___

    In the next version, Express and Pro edition customers will both be able to configure the icon to look like whatever they want. In the administrator control panel, upload your icon. If you’d like to test this sooner rather than later, open a ticket and I’d be happy to activate it on your account.

  11. Provide Supported Mac Specialist software

    I support all my clients from a Mac running Parallels. It would be great to provide a Mac native specialist client that's supported. The software currently offered seems buggy at best and requires the emulator portion.

    9 votes
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    3 comments  ·  Flag idea as inappropriate…  ·  Admin →
  12. 1 vote
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    0 comments  ·  Flag idea as inappropriate…  ·  Admin →

    Thanks for reaching out. The most likely culprit here is a conflict with a DisplayLink adapter. Check your customer’s drivers for DisplayLink, and if it exists, remove it then try reconnecting. If the problem persists, reach out again and I’d be happy to assist further.

  13. Selecting a tech

    Is there a way to have the drop-down for choosing a tech default to something saying "Select a Tech" or "Choose a Tech" instead of defaulting to the tech who has been logged in the longest? A lot of people either don't realize they can choose a different tech or just don't take the time to choose a different tech. This creates a very uneven job-load situation where 1 tech ends up with 20 calls and another ends up with 3.

    1 vote
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  14. When you are unavailable and user sends a message, require them to enter a name!

    I have customers that, if I'm offline, will send a message with NO CONTACT INFO, not even a name. If they haven't set up a name in the contact info, prompt for one before allowing them to send a message.

    Otherwise, I can never get back to them and they think I'm not being responsive.

    1 vote
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  15. Malwarebytes(quick) failing to download

    Using remote D7 tools, Malwarebytes(quick) is failing to download - error is "not found in 3rd party folder" - any idea how I can fix this

    4 votes
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  16. more than 2 monitor

    you have discussed issues with 2 monitors on the client side, but have said nothing about more than two monitors. What is the maximum number of client monitors that Instant Housecall can support? Also, how many monitors are supported on the specialists computer: if the client has two monitors and the specialist had two monitors, will the specialist see the two client monitor on the two specialist monitors?

    1 vote
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    0 comments  ·  Flag idea as inappropriate…  ·  Admin →

    Thanks for reaching out.

    Instant Housecall can support as many monitors as your customer has. They’ll appear as a scrollable surface, in the configuration your customer has chosen in display settings.

    For example, if your customers has three monitors, one on the top and two on the bottom, you can scroll through them exactly as if you were looking at them.

    On the modern app (ie, Windows Store app for 8.1/10), you can use the zoom functionality to zoom in on a single monitor or zoom out to see all of them at the same time. On the desktop app, you can change the zoom setting from Tools > Settings.

    I hope that helps! If you have any other questions or if I can help in any other way, don’t hesitate to reach out any time.

  17. Share My screen

    After we connect to a client. It would be nice to allow the client to see my screen without control or able to give control for training reasons and demo's.

    3 votes
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    0 comments  ·  Flag idea as inappropriate…  ·  Admin →
  18. Customer Subscriptions & Customer Grouping

    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
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    0 comments  ·  Flag idea as inappropriate…  ·  Admin →

    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.

  19. Where is the one-time buy option for your remote support software?

    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.

    1 vote
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    1 comment  ·  Flag idea as inappropriate…  ·  Admin →
  20. Allow Specialist to remove unattended access.

    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
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    0 comments  ·  Flag idea as inappropriate…  ·  Admin →

    You can remove unattended access without your customer’s permission.

    Modern app:
    - Choose the unattended customer from your list
    - In the bottom app bar, choose “Delete”

    Desktop app:
    - Choose the unattended customer from your list
    - Beneath the list, click the hyperlink, “Delete unattended access”

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