Getting Creative with Remote IT Support
We had a client with an urgent need at a rather inconvenient 9:00 PM time on a weekday night. What happened was the client’s internet was down at their office due to the cable modem losing connection with the firewall, most likely due to a power outage from a local storm. This client in particular works long hours at night in the office and MUST have an internet connection to be fully functional and productive.
What we decided was in this information age that we live in with incredibly fast networks and amazing ability to share information quickly with others that there was no need for us to make an expensive trip out to his office late at night, but rather we could trouble shoot remotely! You may ask how can we troubleshoot an internet issue if we can’t even see the network remotely or connect to any machines? The answer is simple…We had the client take some cell phone pictures of his office rack equipment (see image on the right) and we troubleshooted the issue directly off of that picture. It worked like a charm.
After seeing the picture, it was clear that the internal network (firewall, switch, wireless AP, etc) were functioning perfectly and even the Cox cable modem seemed to have the correct lights on. Therefore the problem had to be a loss of communication between the cable modem and the firewall. Thus we created the marked up picture on the bottom left with clear instructions on how to fix the issue.
Very little wasted money on emergency IT work and travel time, etc for us. Makes me wonder if there is a business model out there for remote IT support using cell phone pictures or webcams? Why not?