[Macworld]

Post your comments for How to provide Mac help from far away here

[RickyF]

Remote access and assistance is so much simpler if you use CrossLoop (free). http://www.crossloop.com/index.jsp

[philomath777]

I tried several approaches with my father-in-law. I finally settled on TeamViewer - it's free, easy to use, and if desired, I also have audio or video to talk while I control his Mac and show him how to do things. No weird set-ups because of firewalls, etc. Just download the software, fire it up and enter the password. Very reliable and user friendly.

[gdevore]

Nothing beats doing a screen share with someone so that you can see what they are doing. But what I often do is create a quick how-to document after I have helped them if it is going to be a case that they might ask the same question again in the future. I am basically trying to avoid having to do the same screen share session over and over again.

We create an app, Clarify (a MacWorld Gem) that lets you capture screenshots while you are doing the screen share. It turns those screenshots into a document for you that you can send after you have finished helping them out. That way they don't call you back next week with the same question .

http://www.clarify-it.com

[tacain]

First thing I did when my 80 year old Mom got a new computer, install Logmein and tied it to my account!

[JohnPuterhead]

I, too, have had a fair share of helping family, friends and neighbors with their Macs. And your stories ring true. But there's a deeper issue going on here with everyone's need to have a computer in the first place. It's pretty clear, isn't it, that most people just don't know how to use a computer efficiently or even close to it, and that's putting it nicely. I wonder why these same people don't just junk their computer and use an iPad. My neighbor, for instance, in his 70s, has to have a MacBook Pro 13". Why? He doesn't even use any of the applications except Safari from which he looks at his bank statements and stocks. He uses web mail too. I'd like to know why so many people think they need a computing device with a real OS rather than something they can manage. Just understanding what is a file system is way beyond these folks. Any thoughts or insights on that?

[sdebode]

I live in the US, my parents in the UK, my solution to 'the parent with a mac' issue? I set up a VPN here and made sure my Dad was fully instructed on how to make the VPN connection. Once connected I can screen share etc.

Another method I used was using ssh to a machine with 'back to my mac' enabled, the only proviso being that you need to be logged into their iCloud account, but once that's done it's easy:

1. Launch Terminal.app
2. Go to Shell menu > New Remote Connection...
3. In the Service list, click Secure Shell (ssh)
4. Watch the names of the Macs magically appear!
5. Select the Mac, enter a username, and Connect!

[stevejellis]

I use Logmein Free for all my family and friends. Although it means they have to install LogMeIn on their machine I find it easier once this is done because you can either use their Windows ID and Password or a separate PW that they can set up themselves. Another advantage is that if any of them have a Windows PC, it also monitors how up to date they are with Windows Update.

[stevejellis]

Sorry meant Mac or Windows ID. Force of habit... :-)))

[brilor]

Maybe I missed it, but I didn't see a mention of Apple's screen sharing as a possible tool to do remote help. Admittedly, the basic problem with any of these tools is having them setup and installed BEFORE the call comes from Grandma. Often the problem they called about is easier to solve than trying to walk them through the setup of some remote sharing app.

[icerabbit]

I have been using crossloop with pretty good success. Sometimes it is a little slow and sometimes it may disconnect, but for convenience and price (no charge) I'm not going to complain.

[MMMBORKK]

And this may be slightly off topic, if a friend has a new Apple device, they have free Applecare tech support for a few months. Those guys are trained to do this stuff!

[mmmark]

I find the easiest process is using "join.me"; it's free, it's web-browser based, there's nothing to pre-install, and it's easy for non-experts who need help to use and understand.

A story: I was helping a friend's elderly parents with their new computer... over the phone. Wish I had join.me 20 years ago. They were setting it up and had no experience whatsoever. I was speaking with his mom:
Me: "Okay give the phone to Joe. Let me talk with him."
Her:"The phone doesn't reach that far."
A corded telephone!
Her: "You tell me what to do and I'll tell him."
Me: "Fine. Tell Joe to take the mouse and move the..."
Her: "What?"

Me: slower... "Tell him to take the mouse and..."
Her:"Wait. What did you say?"

Me: a little louder and slower "Take the mouse..."
Her: "Haha. Mark, it sounds like you are saying 'take the MOUSE'!"
Me: Sigh.

Love join.me!

[lantzn]

Quote

I'd like to know why so many people think they need a computing device with a real OS rather than something they can manage. Just understanding what is a file system is way beyond these folks. Any thoughts or insights on that?

This is exactly why Apple created the iPad without a visible file system. The common computer users can do so much damage when they have access to files they shouldn't be touching. With the iPad no files are lost because each app handles their own file type and stores them. You can't just move things around into the wrong place or accidentally delete a bunch of files.
Then you have the geeks whining about how the iPad doesn't have a "real" OS and praising Windows tablets when they do try to cram their bloated OS I to a tablet. Those products will be back to needing tech support like a desktop.
The haters can't understand why the iPad is so popular when after all tablets had been on the market for a few years before. The fact is 80% of consumers need nothing more then an iPad.