Saturday, November 05, 2005

Put GeekSquad Out of Business

Whenever there is a computer problem in my family or circle of friends, I'm the first person they call. It's kinda like what Jay-Z describes as the gift and the curse. I'm gifted to know all of this computer stuff, but I'm cursed to spend the rest of my life doing tech support for everyone.

The problem was that it was hard to get people to click on the right things to diagnose the problem over the phone. I spent a lot of time just figuring out basic informaton about their setup before I could actually fix the problem for them. I wanted a way that I could just remote desktop into their computer and while on the phone with them find and fix the problem, and explain what I'm doing at the same time, so that they understand and can fix it themselves the next time.

Up until recently there were two ways to do this. You had to install a VNC or Remote Desktop type program on the person's machine then forward all of the ports in their router (and hope nobody messes with them). Or you could pay for an expensive service such as gotoassist.com which sets up an online helpdesk.

Here is the best (free) way to do the same thing that GoToAssist charges hundreds for...


There is a program called UltraVNC which is a great remote desktop program. It has a unique feature of being able to generate a single click EXE file which sets up a server on a remote computer.

Now, whenever people need help I just send them to the webpage. It instruts them to run the EXE file. The EXE sets up a VNC server on their computer and sends a request to my computer to connect to it. I now have remote access to their desktop and can quickly go in and fix a problem they are having. When the session is closed the program is automatically removed from memory. If the person needs help again they can just run the EXE file again.

Here is how to set up your own helpdesk operation:

-Download and Install UltraVNC
http://www.ultravnc.com/



Once installed, run the VNC Client in Listening mode


Go into your router and forward port 5500 to your computer's locak IP address.

Now goto http://www.ipchicken.com or however you want to get your external IP address

Now you need to Create your Single Click EXE:

Go to the following URL and download custom.zip
http://www.uvnc.com/addons/singleclick.html

unzip custom.zip
open helpdesk.txt in a text editor

Modify the file however you want, making sure the first section has the external IP address you found on IPChicken.com

This step is optional, but you can modify the BMP graphics with your logos and change the text for the installer in helpdesk.txt. More instructions on this can be found at the above URL

Once you are finished, zip up all of the files and rename the zip to something other than custom.zip

Open a web browser to the SC UltraVNC Creator Tool:
http://sc.uvnc.com/index.php?section=19

---
It asks you for a password, at the time of writing this it was:
Userid: foo
Password:foobar

If that doesn't work, visit their site and find the new password:
http://www.uvnc.com/addons/singleclick.html
---

The first Creator tool based on RC23 did not work for me. I used:

UltraVncSC based on REL1.00 (TEST)

Hit Browse and select the zip file with your updated BMP and helpdesk.txt

This will generate an EXE file. Download this to your computer, then upload it to your webhost. Alternatively, you can run a webserver on your own computer which can host a small webpage and a link to this EXE file.


Now, whenever people need help I just send them to the webpage. IT instruts them to run the EXE file. The EXE sets up a VNC server on their computer and sends a request to my computer to connect to it. I now have remote access to their desktop and can quickly go in and fix a problem they are having. When the session is closed the program is automatically removed from memory. If the person needs help again they can just run the EXE file again.

Now, here is where you can make some $$ with this and put GeekSquad out of business. Set up another webpage on your server as a "Thanks" page. At the bottom of the page include a paypal donate button. Whenever you solve a problem for someone, as they're thanking you, just open up a web browser to your "Thanks" page and sign off. Most people will be so happy you fixed their computer problems they'll throw you a few bucks (or more). Of course you could always take it a step furthur and actually generate an invoice through their browser which they can pay at their convience.

I have also been using this at work to provide tech support to customers who use our products. There are about 4 main people that do tech support, so we mapped a different IP address to each one of their computers, and generated an EXE for each person. Then on our webpage we have the EXE's linked by the person's name. Customers can go in and request remote support from one of our techs, and we can instantly help them through their problem.

Now if I could only figure out a way to help someone set up their new wireless network remotely, i'd be set.

If someone knows of similar single click VNC server installers for OSX and Linux, let me know.

149 comments:

Jim said...

Very Nice!

Nunya said...

Schweet!!

Tyler Lyon said...

So whats a way to have the program forward ports. A lot of people are using linksys and netgear router these days.

-Tyler

mpken said...

That is kewl. Thanks!

siddman said...
This comment has been removed by a blog administrator.
siddman said...

http://www.logmein.com is FREE and uses 256bit encryption.

bah said...

A far simpler way, use NetMeeting! its already installed on your computer (even winxp) and it allows you to remote desktop with anyone.

thewebguy said...

i don't think it would be so hard to help them with wireless. they will still have to do the hardware part, but all you have to do is make a retarded-proof diagram.

then open their browser and go through the browser setup

Adolfo said...

Very nice

Fred said...

Nice article! One problem I would expect though - if they're running Win XP SP2 they'll have the Windows firewall running by default. Would this interfere with UltraVNC? I'm not sure if it checks OUTGOING connections or not...

Thanx!

Fred

Agent 164 said...

Great Idea, but how many average Joe people that have no clue what they are doing go to this site, just an observation!!

.arnold said...

agent164 - this tutorial is not for an Average Joe, it's for people that help Average Joe out.

Good job, you currently have over 1000 diggs on digg.com!

abeNdorg said...

Encryption - handled - Start Viewer with encryption key with the following command line "vncviewer.exe -listen -dsmplugin MSRC4Plugin.dsm" (it is there, please use it, setting it up takes another 2 seconds of time).

Firewalls - it is only your own firewall that you have to change the port settings on - incoming 5500 TCP forwarded to your machine running the above command line. Client's xpsp2 firewall is ignored. Client's router firewall ignored. Now people who actually have outgoing firewalls will have to allow it (rarity).

Hint - most likely you are using a dyndns service already, but so put that in the custom.ini instead of a direct ip address. Also use a professional looking logo or such for the logo & background, some little old lady you are helping over the internet is not going to appreciate your favorite nekkid girl as the uvncsc logo....

I’ve been using this for many months now for personal & corporate support, my sales guys on the road are overjoyed with it...especially new ones from other companies "wow, our tech people didn’t have anything like this!"

Netmeeting - firewall portforwarding purgatory, forget it.

LiquidIce said...

Fred, I believe with default settings it will prompt the user to 'unblock' the port. Unless they have a very restricted policy

Drew said...

I noticed when putting VNC on my son's PC that MS Antispyware would try to block it. Oddly, the notification did not come up right away. So when I'd try to connect later I would get errors. I did not actually know what the problem was at this point.

After re-installing a couple of times the notification finally came up while I was still sitting in front of the PC. I chose to allow it and no more problems.

So, just be aware the MS antispyware appears to need you to click allow or it will disable the application.

But your 1 click exe solution itself is totally cool. Thans!

ScottL said...

Very nice tutorial on VNC for those of us who are family technical support for far-away family members. Or for those family members that you really don't like and don't want to go to their house but you don't want you mom to yell at you at Xmas for not helping family! ;)

The title and the "business" suggestions are very pollyannaish, though. What person with this skillset would try to make a living off of tips after spending an hour or more cleaning spyware for some random person? And if they charge for the service, how are they going to pay for service licenses from the antivirus/antispyware companies to make money off of their products.

Yes, it is illegal to make money off of using shareware or trials of software (such as Ad-Aware, MS Antispy, Stinger, Housecall, etc) to fix people's pc's.

miscblogger said...

This is a really great tutorial. Now, I know what to do when my parents ask me what's wrong with their computer when they are across the country!

Nathan Funk said...

Thanks - very useful tip - I'll have to try it out some time when people call me. I hope it works as well as you say!

Thanks!

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Oppenheimers said...

Outstanding!
I have been looking for exactly this.
Thank you.

DevRock said...

I am SO going to use this and promote it through my own IT consulting practice. I'm sick of these Geek Squads popping up and trying to take away my business. Those overpriced morons and their stupid cars will soon dieeeee!!!

Thank you!!!!!!

Redjack299 said...

Try OSX VNX for Apple support. Serve or view OSX from a PC and vice/versa.

frostbyte said...

Can you use it with another vnc viewer?

misterorange said...

Thank you very much for this. It should be amazingly helpful (about to try it out!).

latintrpt said...

I'm confused about this. I did port forward 5500. Do i need a plugin for this?

Squirrel said...

For those of you concerned about the client having a firewall and blocking the UltraVNC's outgoing connection, you can change the port it uses in the helpdesk.txt file to port 80 (http) or port 443 (https). These two are virtually never blocked because they are what your browser uses.

noah said...

Very easy to use and works like are charm. Thank you!

asuroviec said...

The Geek shall inherit the Earth!!

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LAG said...
This comment has been removed by a blog administrator.
LAG said...

Ok good info on the ultavnc part, but you dont give any info about the webpage. You mentuion sending them to a webpage a couple of times, but you dont discuss setting that up. So is it part of the ultravnc custom zip or is it sumthing you must do yourself either before or after you setup the ultravnc exe?

LAG said...

Ok good info on the ultavnc part, but you dont give any info about the webpage. You mention sending them to a webpage a couple of times, but you dont discuss setting that up. So is it part of the ultravnc custom zip or is it sumthing you must do yourself either before or after you setup the ultravnc exe?

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Where exactly in helpdesk.txt do I put my IP?

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Debt consolidation can simply be from a number of unsecured loans into another unsecured loan, but more often it involves a secured loan against an asset that serves as collateral, which is most commonly a house (in this case a mortgage is secured against the house.) The collateralization of the loan allows a lower interest rate than without it, because by collateralizing, the asset owner agrees to allow the forced sale (foreclosure) of the asset in order to pay back the loan. The risk to the lender is reduced so the interest rate offered is lower.

Sometimes, debt consolidation companies can discount the amount of the loan. When the debtor is in danger of bankruptcy, the debt consolidator will buy the loan at a discount. A prudent debtor can shop around for consolidators who will pass along some of the savings. Consolidation can affect the ability of the debtor to discharge debts in bankruptcy, so the decision to consolidate must be weighed carefully.

Debt consolidation is often advisable in theory when someone is paying credit card debt. Credit cards can carry a much larger interest rate than even an unsecured loan from a bank. Debtors with property such as a home or car may get a lower rate through a secured loan using their property as collateral. Then the total interest and the total cash flow paid towards the debt is lower allowing the debt to be paid off sooner, incurring less interest. In practice, many people are in credit card debt because they spend more than their income. If that habit continues, the consolidation will not benefit them much because they will simply increase their credit card balances again.

Because of the theoretical advantage that debt consolidation offers a consumer that has high interest debt balances, companies can take advantage of that benefit of refinancing to charge very high fees in the debt consolidation loan. Sometimes these fees are near the state maximum for mortgage fees. In addition, some unscrupulous companies will knowingly wait until a client has backed themselves into a corner and must refinance in order to consolidate and pay off bills that they are behind on the payments. If the client does not refinance they may lose their house, so they are willing to pay any allowable fee to complete the debt consolidation. In some cases the situation is that the client does not have enough time to shop for another lender with lower fees and may not even be fully aware of them. This practice is known as predatory lending. Certainly many, if not most, debt consolidation transactions do not involve predatory lending.

Student Loan Consolidation
In the United States, federal student loans are consolidated somewhat differently, as federal student loans are guaranteed by the U.S. government. In a federal student loan consolidation, existing loans are purchased and closed by a loan consolidation company or by the Department of Education (depending on what type of federal student loan the borrower holds). Interest rates for the consolidation are based on that year's student loan rate, which is in turn based on the 91-day Treasury bill rate at the last auction in May of each calendar year.

Student loan rates can fluctuate from the current low of 4.70% to a maximum of 8.25% for federal Stafford loans, 9% for PLUS loans. The current consolidation program allows students to consolidate once with a private lender, and reconsolidate again only with the Department of Education. Upon consolidation, a fixed interest rate is set based on the then-current interest rate. Reconsolidating does not change that rate. If the student combines loans of different types and rates into one new consolidation loan, a weighted average calculation will establish the appropriate rate based on the then-current interest rates of the different loans being consolidated together.

Federal student loan consolidation is often referred to as refinancing, which is incorrect because the loan rates are not changed, merely locked in. Unlike private sector debt consolidation, student loan consolidation does not incur any fees for the borrower; private companies make money on student loan consolidation by reaping subsidies from the federal government.

Student loan consolidation can be beneficial to students' credit rating, but it's important to note that not all federal student loan consolidation companies report their loans to all credit bureaus; Experian or Transunion, which means that students will have differing credit scores at Equifax Transunion, and Experian.

Mortgage Loan Types
There are many types of mortgage loans. The two basic types of amortized loans are the fixed rate mortgage (FRM) and adjustable rate mortgage.

In a FRM, the interest rate, and hence monthly payment, remains fixed for the life (or term) of the loan. In the U.S., the term is usually for 10, 15, 20, or 30 years. The only increase a consumer might see in their monthly payments would result from an increase in their property taxes or insurance rates (paid using an escrow account, if they've opted to use an escrow). But payments for principal and interest will be consistent throughout the life of the loan using an FRM.

In an ARM, the interest rate is fixed for a period of time, after which it will periodically (annually or monthly) adjust up or down to some market index. Common indices in the U.S. include the Prime Rate, the London Interbank Offered Rate (LIBOR), and the Treasury Index ("T-Bill"). Other indexes like 11th District Cost of Funds Index, COSI, and MTA, are also available but are less popular.

Adjustable rates transfer part of the interest rate risk from the lender to the borrower, and thus are widely used where unpredictable interest rates make fixed rate loans difficult to obtain. Since the risk is transferred, lenders will usually make the initial interest rate of the ARM's note anywhere from 0.5% to 2% lower than the average 30-year fixed rate.

In most scenarios, the savings from an ARM outweigh its risks, making them an attractive option for people who are planning to keep a mortgage for ten years or less.

Additionally, lenders rely on credit reports and credit scores derived from them. The higher the score, the more creditworthy the borrower is assumed to be. Favorable interest rates are offered to buyers with high scores. Lower scores indicate higher risk to the lender, and lenders require higher interest rates in such scenarios to compensate for increased risk.

A partial amortization or balloon loan is one where the amount of monthly payments due are calculated (amortized) over a certain term, but the outstanding principal balance is due at some point short of that term. This payment is sometimes referred to as a "balloon payment". A balloon loan can be either a Fixed or Adjustable in terms of the Interest Rate. Many Second Trust mortgages use this feature. The most common way of describing a ''balloon loan'' uses the terminology X due in Y, where X is the number of years over which the loan is amortized, and Y is the year in which the principal balance is due. A contract could be written up so there would be more than one "balloon payment" required to be paid during the life of the loan.

Other loan types
Assumed mortgage
Blanket loan
Bridge loan
Budget loan
Commercial Loan
Deed of trust
Equity loan
Hard money loan
Jumbo mortgages
Package loan
Participation mortgage
Reverse mortgage
Repayment mortgage
Seasoned mortgage
Term loan or Interest-only loan
Wraparound mortgage
Negative amortization loan
Non-Conforming Mortgage

Debt Consolidation entails taking out one loan to pay off many others. This is often done to secure a lower interest rate, secure a fixed interest rate or for the convenience of servicing only one loan.

Debt consolidation can simply be from a number of unsecured loans into another unsecured loan, but more often it involves a secured loan against an asset that serves as collateral, which is most commonly a house (in this case a mortgage is secured against the house.) The collateralization of the loan allows a lower interest rate than without it, because by collateralizing, the asset owner agrees to allow the forced sale (foreclosure) of the asset in order to pay back the loan. The risk to the lender is reduced so the interest rate offered is lower.

Sometimes, debt consolidation companies can discount the amount of the loan. When the debtor is in danger of bankruptcy, the debt consolidator will buy the loan at a discount. A prudent debtor can shop around for consolidators who will pass along some of the savings. Consolidation can affect the ability of the debtor to discharge debts in bankruptcy, so the decision to consolidate must be weighed carefully.

Debt consolidation is often advisable in theory when someone is paying credit card debt. Credit cards can carry a much larger interest rate than even an unsecured loan from a bank. Debtors with property such as a home or car may get a lower rate through a secured loan using their property as collateral. Then the total interest and the total cash flow paid towards the debt is lower allowing the debt to be paid off sooner, incurring less interest. In practice, many people are in credit card debt because they spend more than their income. If that habit continues, the consolidation will not benefit them much because they will simply increase their credit card balances again.

Because of the theoretical advantage that debt consolidation offers a consumer that has high interest debt balances, companies can take advantage of that benefit of refinancing to charge very high fees in the debt consolidation loan. Sometimes these fees are near the state maximum for mortgage fees. In addition, some unscrupulous companies will knowingly wait until a client has backed themselves into a corner and must refinance in order to consolidate and pay off bills that they are behind on the payments. If the client does not refinance they may lose their house, so they are willing to pay any allowable fee to complete the debt consolidation. In some cases the situation is that the client does not have enough time to shop for another lender with lower fees and may not even be fully aware of them. This practice is known as predatory lending. Certainly many, if not most, debt consolidation transactions do not involve predatory lending.

Student Loan Consolidation
In the United States, federal student loans are consolidated somewhat differently, as federal student loans are guaranteed by the U.S. government. In a federal student loan consolidation, existing loans are purchased and closed by a loan consolidation company or by the Department of Education (depending on what type of federal student loan the borrower holds). Interest rates for the consolidation are based on that year's student loan rate, which is in turn based on the 91-day Treasury bill rate at the last auction in May of each calendar year.

Student loan rates can fluctuate from the current low of 4.70% to a maximum of 8.25% for federal Stafford loans, 9% for PLUS loans. The current consolidation program allows students to consolidate once with a private lender, and reconsolidate again only with the Department of Education. Upon consolidation, a fixed interest rate is set based on the then-current interest rate. Reconsolidating does not change that rate. If the student combines loans of different types and rates into one new consolidation loan, a weighted average calculation will establish the appropriate rate based on the then-current interest rates of the different loans being consolidated together.

Federal student loan consolidation is often referred to as refinancing, which is incorrect because the loan rates are not changed, merely locked in. Unlike private sector debt consolidation, student loan consolidation does not incur any fees for the borrower; private companies make money on student loan consolidation by reaping subsidies from the federal government.

Student loan consolidation can be beneficial to students' credit rating, but it's important to note that not all federal student loan consolidation companies report their loans to all credit bureaus; Experian or Transunion, which means that students will have differing credit scores at Equifax Transunion, and Experian.

Mortgage Loan Types
There are many types of mortgage loans. The two basic types of amortized loans are the fixed rate mortgage (FRM) and adjustable rate mortgage.

In a FRM, the interest rate, and hence monthly payment, remains fixed for the life (or term) of the loan. In the U.S., the term is usually for 10, 15, 20, or 30 years. The only increase a consumer might see in their monthly payments would result from an increase in their property taxes or insurance rates (paid using an escrow account, if they've opted to use an escrow). But payments for principal and interest will be consistent throughout the life of the loan using an FRM.

In an ARM, the interest rate is fixed for a period of time, after which it will periodically (annually or monthly) adjust up or down to some market index. Common indices in the U.S. include the Prime Rate, the London Interbank Offered Rate (LIBOR), and the Treasury Index ("T-Bill"). Other indexes like 11th District Cost of Funds Index, COSI, and MTA, are also available but are less popular.

Adjustable rates transfer part of the interest rate risk from the lender to the borrower, and thus are widely used where unpredictable interest rates make fixed rate loans difficult to obtain. Since the risk is transferred, lenders will usually make the initial interest rate of the ARM's note anywhere from 0.5% to 2% lower than the average 30-year fixed rate.

In most scenarios, the savings from an ARM outweigh its risks, making them an attractive option for people who are planning to keep a mortgage for ten years or less.

Additionally, lenders rely on credit reports and credit scores derived from them. The higher the score, the more creditworthy the borrower is assumed to be. Favorable interest rates are offered to buyers with high scores. Lower scores indicate higher risk to the lender, and lenders require higher interest rates in such scenarios to compensate for increased risk.

A partial amortization or balloon loan is one where the amount of monthly payments due are calculated (amortized) over a certain term, but the outstanding principal balance is due at some point short of that term. This payment is sometimes referred to as a "balloon payment". A balloon loan can be either a Fixed or Adjustable in terms of the Interest Rate. Many Second Trust mortgages use this feature. The most common way of describing a ''balloon loan'' uses the terminology X due in Y, where X is the number of years over which the loan is amortized, and Y is the year in which the principal balance is due. A contract could be written up so there would be more than one "balloon payment" required to be paid during the life of the loan.

Other loan types
Assumed mortgage
Blanket loan
Bridge loan
Budget loan
Commercial Loan
Deed of trust
Equity loan
Hard money loan
Jumbo mortgages
Package loan
Participation mortgage
Reverse mortgage
Repayment mortgage
Seasoned mortgage
Term loan or Interest-only loan
Wraparound mortgage
Negative amortization loan
Non-Conforming Mortgage

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