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| DualDesk
do not
contain any ad-ware or spyware.
DualDesk Was Named
"Best
Value"
in Remote System Administration Utilities!
"It's
ultra-small file
download size makes it the smallest and
fastest . . .
Ideal for users on slow
modem connections."
"The highly
optimized, DualDesk is
miles ahead of the
competition's similar
products which have less
features and bloated file
sizes of more than twice the size. . . the DualDesk
advantage is obvious in
every category . . . hands
down best in class and
performance."
Sometimes the best way to help someone fix a problem is to do it for them. With DualDesk, the
remote-control software will automatically establish a desktop sharing connection with your technician. The technician can see and operate the customer's remote computer almost like being there in person, the technician can logoff/logon or reboot
the remote computer and reconnect before the logon prompt even if the customer is away from their computer or out of the office.
DualDesk saves you and your customers time and frustration by giving your technician immediate direct access to their PC letting your technician get in and fix the problem so your customer can get back to work in minutes.
DualDesk runs entirely on your own Windows based desktop
computers and there are no 3rd party services involved so you
retain full control of the service as well as the costs. DualDesk can pay for itself the first time you use
it!
DualDesk lets your technicians provide
better and quicker service to your customers, you have less
out-of-pocket expenses and spend less time on the road!
Auto-Installs
on-demand in less than 5 seconds!
DualDesk downloaded in less than 1 second via a wireless 802.11g network connection at an Internet Cafe
Hot Spot! This customer's notebook computer was repaired within minutes of his call,
even before he finished ordering his lunch...
now that's customer
satisfaction!
DualDesk is a force
multiplier, expand your
customer base without
adding technicians!
Windows administrator rights are not
required. Works even if the user is logged in to Windows with a
restricted or a
"Guest" account with no privileges to create folders or write to
the registry.
NO
customer
configuration is needed
even if the remote
customer is behind
a Firewall, NAT
Router
or Cable/DSL
Broadband Gateway.
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Frequently Asked Questions |
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This Q&A is only here to
answer the (actual) most common questions we get
everyday. It is intended only to reflect the facts and
hopefully clear up any confusion, not to diminish any
other products or services. As a courtesy to other
companies and to help prevent search engine
contamination, the brands and company names of some
products may have been altered or removed where
necessary. If you have any questions about this policy
please contact us. |
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Does
DualDesk work with Microsoft Windows 7? |
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 Yes!
It is fully Windows 7 compatible and runs as an
application or as a service on Win7 allowing you
to log off/on or boot to safe mode.
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Does
DualDesk work with Microsoft Windows Vista? |
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Yes!
It is fully Vista compatible and runs as an
application or as a service on Vista allowing you
to log off/on or boot to safe mode.
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Why
do I need remote support? |
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What if I need to
change my IP address or port number? |
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If you
need to change your IP address, DNS, DDNS simply
rebuild your customer module with the new address and
port number.
If you
use web based configuration files, you can update them
with your current IP address and port anytime you wish
or if you use a DDSN service such as no-ip.com or
dyndns.com, you simply update the address at their
website.
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What if
I want
to change may
password or other options? |
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If you
want to change your password or wish to add or remove
any other feature simply rebuild your customer module
with the new password or options supported by your
package. Note: If you change your encryption you will
need to ensure none of your customers try to connect
with the old customer module. |
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Can
all of my technicians use the same public address and
port? |
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Yes! The DualDesk
reverse proxy software supports Relay and Redirect Mode which lets all of your
technicians and instructors customer modules use the
same public IP/DNS/DDNS address and the same public
port even if they are at different locations and on
different networks around the world. This is important
to allow all of your technicians to use port 443 or
port 80 for better customer firewall penetration.
It's also useful if you have a limited number of ports
you can forward in your NAT router or firewall and
provides less risk to your network by reducing the number of
ports left open.
All
technician stations can use the same public address
and port simultaneously!
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What
if I need to add additional technicians? |
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When you add additional seats, you only pay the
listed additional technician price. There is no time
limit for the purchase of additional technician seats.
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What
if I decide to upgrade to a higher edition of
DualDesk? |
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Buy with confidence! If you decide to upgrade to a higher
edition, 100% of what you have invested can be
applied. You only pay the difference even if you
decide to upgrade from the Professional Edition to a fully
customized edition or any edition between or upgrade
in steps multiple times, everything you have paid in
the past is applied to the purchase. There is no time
limit for upgrading.
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What
is Forced Reboot / Emergency Reboot? |
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Forced
Reboot aka Emergency Reboot allows you to force a
remote system to reboot if it is not responding to
mouse or keyboard inputs or if the remote desktop has
crashed. After the system reboots, it will automatically
reconnect back to your technician before the logon
prompt if running with administrative rights
Caution:
This will force applications to close or terminate
them which may result in loss of application data so
only use this in an emergency.
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Does
DualDesk work with terminal services or remote
desktop? |
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Yes! The
DualDesk viewer and DualDesk reverse proxy software will work in a Terminal Services
/ Remote Desktop connection session without
sacrificing any functionality or features.
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Does
DualDesk work with Microsoft Small Business Server (SBS)? |
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Yes!
DualDesk will allow you to support customers that are
behind a Microsoft Small Business Server (SBS) or Microsoft Internet Security and Acceleration Server
(ISA) as long as you use port 443, port 80 or another
port that is not blocked to outbound connections.
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Does
DualDesk work with the Windows XP Personal Firewall? |
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Yes! The
DualDesk customer module (server) automatically
configures the Windows XP Internet Connection Firewall
(ICF) to allow the
server to connect to the remote technician without
disabling it's firewall protection with no
prompts or input required by the technician or the customer.
This is important since the built-in firewall
component of Windows XP is turned on by default by the
Windows XP Service Pack 2 (SP2). The original
firewall configuration is automatically restored with
no input required by the technician or the customer
when the session is ended and the customer's system is
never exposed to the internet without firewall
protection. This is just one of the many industry
firsts DualDesk offers.
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Does
DualDesk work in Safe Mode? |
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Yes! It works in safe
mode and you can even re-boot the
remote system into safe mode and it automatically
re-connects back to your workstation before the logon
prompt allowing you to remove spyware, viruses and
troubleshoot Windows hardware drivers even if the
customer is away from their computer. This is
just one of the many industry firsts DualDesk offers.
A picture is worth a thousand words so click the image
below...
Safe
Mode (click
to enlarge image)
Safe Mode
DualDesk works with Windows
running in Safe Mode
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Is Windows Administrator rights required to run DualDesk? |
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No! Windows administrator rights are NOT required. It works even if the remote user is logged on to Windows with a "Guest" account with no privileges to create folders or write to the registry.
However, when running in such a restrictive environment, DualDesk will not be able to auto-connect on reboot and logging off the user will terminate the
service.
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Can
I have multiple technician stations in a single support
file? |
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Yes!
You have several Multi-Technician modes allowing you to place a single link on your website for any customer to connect to any support person. The customer downloads a single support file for
unlimited technician stations, The technician number is selected by the customer via a dialog box
or web based configuration or the parameter can be passed on the command line
for use in scripts or other programs. To avoid scrolling through long lists of names, it simply asks the remote customer for the technician number or name of the technician to connect to.
This allows you to have hundreds or thousands of technician stations in a single customer module.
If you pass the technician parameter on the command line, it will not prompt the customer. This does not present a prompt after installation, re-boot or logoff/logon..
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Can
I use DualDesk if I don't have a static IP address? |
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Yes! Dynamic DNS Providers - You can use a dynamic DNS provider such as the free,
No-IP.COM or
DynDNS.org
that are supported by most new broadband routers to allow your customers to connect to your dynamic IP address using a static
DDNS name or forward it to a temporary location no mater where you are. You simply update the IP address of your No-IP.com or DynDNS URL by clicking a link on the no-ip.com or dyndns.org website or you can keep it updated automatically by running the no-ip DUC program or using the DDNS update function built-in to many broadband
routers.
You can also use web based configuration files and
auto-update them with your current IP address. |
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Do you
sell a Remote start program for DualDesk? |
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No, we don't sell one,
it is built-into the software.
DualDesk also has a
built-in Delayed Connect feature which is less
flexible but more secure, and preferred by
most remote customers. It requires the remote
customer to initiate each session first, then you
dynamically signal it to connect at a later date or
time when you are ready to begin. You can
reboot the remote computer, log off/on switch
between safe-mode and normal boot but once you have
ended the session and uninstalled the software, it's
over, you cannot start it un-invited. This is
not the same as Remote Starting which can be
initiated at anytime without the customer's
knowledge.
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Does
DualDesk trigger XP Data Execution Prevention (DEP)? |
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No!
DualDesk does not trigger DEP.
We recommend running DEP at it's highest setting
(see note below) to help prevent damage from
malicious programs.
Understanding Data Execution Prevention
Data Execution Prevention (DEP) helps prevent damage
from viruses and other security threats that attack
by running (executing) malicious code from memory
locations that only Windows and other programs
should use. This type of threat causes damage by
taking over one or more memory locations in use by a
program. Then it spreads and harms other programs,
files, and even your e-mail contacts.
Unlike a firewall or antivirus program, DEP does not
help prevent harmful programs from being installed
on your computer. Instead, it monitors your programs
to determine if they use system memory safely. To do
this, DEP software works alone or with compatible
microprocessors to mark some memory locations as
"non-executable". If a program tries to
run code—malicious or not—from a protected
location, DEP closes the program and notifies you.
Is it safe to run a program again if DEP has
closed it?
Yes, but only if you leave DEP turned on for
that program. Windows can continue to detect
attempts to execute code from protected memory
locations and help prevent attacks. In cases where a
program does not run correctly with DEP turned on,
you can reduce security risks by getting a DEP-compatible
version of the program from the software
publisher. For more information about what to do
after DEP closes a program, go to http://support.microsoft.com/kb/875352
Note:
By default, DEP is only turned on for essential
Windows operating system programs and services. To
help protect more programs with DEP, select Turn on
DEP for all programs and services except those I
select. |
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Can I use DualDesk from alternate locations such as
hotels? |
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Yes! Here are several methods you can use.
-
The easiest way is to use the DualDesk Repeater (included) which will let you and your customers connect outbound from your location so neither of you do not have to deal with opening firewall ports.
DualDesk
Reverse Proxy - This simple to use Windows 95/98/NT/2000/XP/2002 based software solution is included in DualDesk for free. It acts as a connection repeater,
redirector, proxy or gateway. You only need to forward 2 ports through your company or residential firewall/gateway/proxy to one machine, one for inbound DualDesk Viewer connections and one for inbound DualDesk Server connections. This will allow you to connect to up to 20 customers simultaneously with DualDesk from outside or inside your network or from an off-site location. You can have more than one instance of the repeater running if you need to allow more than 20 multiple connections simultaneously. If installed outside your company firewall or port forwarded to, it will allow you to connect to DualDesk from behind host firewalls that you do not have administration privileges to, such as those in hotels, convention centers and satellite networks. This is a good short-term solution for technicians that primarily provide support from inside the company network and do not want the expense or security risks of setting up a dedicated hardware VPN gateway that gives full access to your internal network. Since both the DualDesk Server and DualDesk Viewer only allow outbound connections, your network security is maintained.
You can setup the repeater at your home or office and open ports to the repeater as you would normally do with the viewer. You connect out to the repeater using your DualDesk viewer from a hotel or company firewall where you
don't have access rights to configure the
firewall. If you are using a dynamic DNS provider (DDNS) in this situation, you would leave the dynamic DNS (no-ip.com, dyndns.org, etc.) address pointing to your repeater address back at your home or office. The customer module and
your viewer both connect outbound to the repeater, so there is no need to open ports on either end.
When you are back at the location where the repeater is and want to connect directly and not use the repeater, you simply close the repeater and run the viewer in listen mode as
normal, the customer simply presses the "skip" button at the (optional) ID code prompt when they run the customer
module and it connects outbound directly to the technician's listening viewer. This makes things much simpler
since the same customer module is dual-compatible with both viewer mode and repeater modes without running separate customer modules.
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Hardware VPN Appliance / Router / Gateway - If you're going to be providing support primarily from alternate locations, the best long-term solution is to install a dedicated VPN gateway device such as those from Netscreen, Cisco, SonicWALL and Avaya. Prices range from about $50 to $4500 or more depending on brand and sophistication of the device. If you only need a few concurrent VPN connections, you may already have a firewall or router with VPN capabilities, such as the Linksys, SMC Barricade, D-Link, NetGear or Netopia broadband routers that might satisfy your needs. A good VPN server is all you need to connect to and receive any DualDesk connection from/to any other DualDesk almost anywhere in the world. Simply setup the VPN capable router or firewall to forward port traffic to the VPN connection the same way you would forward a port to any other computer on your network, then establish a VPN connection to the device from the Windows machine you are providing support from and you're done.
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Software based VPN using the Built-in Windows 2000 / XP VPN Server, OpenVPN and/or SSH or Putty - If you really want or need to use VPN and don't want to buy a hardware VPN appliance or router, both Windows 2000, Windows XP and Windows 2003 have the built-in capability to act as VPN server or VPN client and the free OpenVPN, SSH and SCP and Putty for Windows 9x, NT, ME, 2000 and XP allows you to port forward secure sessions Below are links to some excellent step-by-step instructions and documentation on setting up the services.
OpenVPN
Bob Cerelli's Windows Site
SSH & SSC By John Fitzgibbon
Microsoft Corporation
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Is
DualDesk Secure? |
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Yes! The DualDesk session must be initiated by the
customer unless you pre-install the DualDesk
RemoteStart utility. DualDesk does not accept inbound connections so no one can can access or initiate access to the customer's computer remotely. DualDesk uses industry standard end-to-end
RC4 encryption to ensure data security, plus the data stream of DualDesk is compressed. To decode the data, a hacker would need to obtain the encryption key, have knowledge of when the session was happening, have access to the stream of data and then know how to decode the compressed stream before they would finally be able to see the session. This would be very difficult.
The DualDesk Server and DualDesk viewer uses optional end-to-end MS RC4 Stream Encryption. You have the option of using 40 bit, 56 bit or 128 bit key encryption so your sessions are secure. Unlike similar software, DualDesk does not allow inbound connections that hackers can exploit. The DualDesk Server is not capable of allowing inbound connections and the DualDesk Viewer does not provide server privileges to the technicians machines, even with the DualDesk Viewer in listen mode, permission from the technician (physically clicking the the accept incoming session button) is required before any connection is established. This helps maintain internal security on both ends, your network security is
maintained. |
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Can
the DualDesk Proxy relay connections into my
network? |
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Yes but
only if you enable it. For security we recommend using
the default option of OFF unless you specify the
internal workstations to allow. If you specify a list
of acceptable relay destinations it will not allow connections to be relayed
to any other internal address. For security, it
only allows connections between the DualDesk viewer
and DualDesk customer (server) modules any other connection
methods are rejected. |
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Do we
need a separate license for each customer that we
support? |
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NO!
DualDesk pricing is based on the number of computers
you wish to provide support from, not the number of
customers you will be providing support to, so you
only need one DualDesk package to support an unlimited
number of remote computers from one technician
station.. |
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Do I
need a website to use DualDesk for customer support? |
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NO! You
can email the customer support module to your customer
or send it to them on CD, floppy disk or other
removable media. The only requirement is you and your
customer must have internet access to establish a
connection.
However, if you use web based
configuration files or the delayed start option, you
will need a website since these features were designed
to be used primarily by PHP/ASP/Perl/Java/CGI powered
web pages but the files can also be uploaded via FTP. |
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Does
DualDesk need 3rd party services to establish a
connection? |
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NO!
DualDesk uses direct point-to-point communications
initiated by the remote computer to connect directly
to your support technician's computer. It runs
entirely on your own Windows based desktop computers
and there are no 3rd party services involved so you
retain full control of the service as well as the
costs. Even if you use web based configuration files
or the delayed start feature, the file will be stored
on your own website. |
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Will
DualDesk work over a modem connection? |
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Yes it
does, it's ultra-small
AutoVNCsize
k file download size
and fast screen updates makes it the smallest and
fastest solution available. Our goal is to get the
code optimized even further in the near
future. Our nearest competitor's products are
almost twice the download file sizes and DualDesk has
more features and speed than competing products. |
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How do I
setup port forwarding on my Firewall,
NAT Router or
Gateway? |
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How can
I check my TCP ports to see if they are working? |
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Right-Click on the DualDesk
viewer icon in the system tray (if you don't have
DualDesk installed, Click
HERE to download the DualDesk Port Tester) and select "Test
Listening Port" to test your firewall, NAT Router or Gateway device
port forwarding via the web. It uses your current IP address and
the port the DualDesk viewer is listening on or you
can manually specify a different port. If successful,
the DualDesk Viewer will prompt you to accept an
incoming connection. This does not establish an actual
DualDesk connection but it will verify port is
forwarding through to the DualDesk Viewer |
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How
do I listen on port 443
and
use Internet Information Services (IIS)? |
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By default, IIS binds to port 443 even when SSL isn't in use on the web
server. Here are two methods for changing bindings to the SSL port:
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Install an SSL certificate, change the port value used in the Internet
Services Manager, then remove the certificate.
- Change the binding by using the Microsoft MetaEdit utility.
Contact
us if you need more information. |
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DualDesk
contain any SpyWare or Adware? |
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NO!
DualDesk does not contain any adware, spyware or
malware. Below is the test results posted by McAfee.
Outgoing Connection - DualDesk
In our tests, this download was
free of adware, spyware and other unwanted programs.
Nuisance Score
After downloading and installing Outgoing
Connection - DualDesk on a fresh Windows XP machine,
we checked our computer for programs some people
would consider adware, spyware, or other unwanted
software. We did not find any such software.
Outgoing Connection - DualDesk earned a nuisance
score of 0.00.
.Contact
us if you need more information. |
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Is
DualDesk CPU intensive like other remote control
software? |
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No,
DualDesk requires very little resources. Here is a
screen capture of CPU usage captured remotely via
DualDesk while DualDesk was in use on a remote system.
This includes all the processes running on the system
including the screen capture process itself.
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Do I
have to uninstall existing software to use DualDesk? |
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No,
DualDesk can run on the same machine as an existing
installation of other remote control software and can
even be used to remote deploy, configure and install
other remote-control software and setup and remotely
configure hardware and software firewalls and NAT
routers that would normally require on-site
installation of other products. It peacefully
co-exists and can be run at the same time as other
desktop sharing software including PC Anywhere,
GoToMyPc, GotoAssist, WebEx, NetOp, RemotelyAnywhere,
Microsoft Terminal Services, Desktop Sharing, RAdmin,
TridiaVNC, UltraVNC, TightVNC, RealVNC etc. as long as
they use different ports. |
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What if
a new version of DualDesk is released? |
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Upgrades are
always free for non-customized editions (Professional edition) so if a new version of DualDesk is released,
you simply download and install the updated version at no
charge. Customized editions (Corporate and
Enterprise editions) must be requested and a
reprogrammed fee may be required. |
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Which
DualDesk features can be customized? |
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DualDesk Professional allows user configurable
options to be changed such as the splash, icons, logo,
menus and company name in the installer. Corporate
and enterprise Editions are designed for Corporations, Service Providers and VARS and is custom programmed with your company name, text, icons and logos
throughout the entire program to help protect your trade secrets from competitors.
DualDesk Corporate and Enterprise editions have all
the customization options of the Professional editions but
can be customized even further to fit your corporate image needs.
The level of customizing is up to you. For the basic customized package
(AutoVNC-Advanced1
) we will customize it with your own logos, icons, company name, contact info and your copyright embedded into the executable. The executable will still be named DualDesk.exe and the DualDesk name will still be displayed in the task manager task list and the Windows registry will have a DualDesk entry. This is the level most small to mid-sized corporations, consultants and service providers
request.
If you require even further
customizing, DualDesk Enterprise Edition replaces the DualDesk executable name and service name with the name you specify so that DualDesk is not displayed in the task manager task list, registry or executable etc... this costs
AutoVNCenterprise
(based on our standard hourly programming rate) but ensures you have a unique package that your competitors cannot easily trace back to Advantig as your supplier. This is the level of customizing most large corporations, VARs and ISP's request. |
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Can
DualDesk be configured to allow inbound connections? |
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NO!
Absolutely NOT, to do so would be a huge security
risk! DualDesk was designed from the ground up to
increase security by specifically not allowing inbound
connections as it serves no useful purpose since the
server always connects outbound to the viewer and
always re-connects if the connection is lost or the
computer is rebooted. Unlike similar on-demand
software, DualDesk does
not
allow inbound connections that hackers can exploit.
The customer cannot change the DualDesk server
settings to allow inbound connections since there are
none to change. If you need to allow inbound
connections, we recommend using VPN or installing a
full featured remote control package with maximum
security features enabled and change the passwords
often. |
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Do
you offer any competitive upgrade deals? |
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Yes!. To help ensure all of your
training programs and remote support capabilities are consistent throughout your organization.
You
can upgrade/replace all of your discontinued NetworkStreaming
(now Bomgar Corporation) SupportDesk Lite (and Asiti ExpertVNC) seats to the smaller, faster, more
advanced DualDesk Professional Edition at no cost with purchase of any
DualDesk package. Simply email us proof of
purchase, your engineer's IP, DNS or DDNS addresses &
port assignments and we will include replacement seats
with the same address, port and encryption
configuration as your existing software at no
charge. These free replacements get the same
upgrades and support as the purchased DualDesk
packages.
Owners
of other remote support software may qualify for
similar upgrade deals.
Call us to see if you qualify.
This
offer expires 31 March 2007
Note:
Advantig (DualDesk) is not affiliated with
NetworkStreaming, Bomgar Corporation, Asiti Software or the SupportDesk product and will
not provide support for their software, you must
upgrade to DualDesk for Advantig support.
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Why
are DualDesk prices so low compared to your
competition? |
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DualDesk
is only one of many products and services offered by Advantig
so only a small
percentage of our operating costs have to be passed to the
DualDesk product/service line. DualDesk is a wholly
owned product/service of Advantig and does not solicit
nor accept outside investors. This allows us to
determine policies to fulfill our customer's needs and
requests quickly without outside investor pressure for higher
profit margins. DualDesk is developed primarily for
our own internal use and
maintained in-house by our own programmers, not
outsourced to 3rd parties which gives us additional
motivation, savings and flexibility. |
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Why is
DualDesk so much smaller than other remote control
software? |
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DualDesk is designed by us for our own technicians to support our own remote customers. It is optimized for speed and size using proprietary compilers and macro assemblers. We don't sub-contract or outsource DualDesk development, our full-time programmers work in-house alongside our own technicians
and engineers so they understand the importance of small, fast remote support and make a team effort to keep the code as small and tight as possible. The DualDesk product you buy is the same DualDesk product our own technicians use. It takes more time to develop optimized code but the results are well worth the effort |
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Is the
IBM OS/2 version of DualDesk still available? |
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No, IBM ended support for OS/2, all of our banking and
retail customers switched to Windows 2000/XP
or Linux and the demand for an OS/2 version was rare so
December 31, 2001 we ended it's development. |
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Is there
a Linux/FreeBSD/Unix version of DualDesk available? |
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No, there
is a Linux version of DualDesk in development and is
currently in beta testing but no public release date
has been projected. |
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What script
or programming language
does
DualDesk
use? |
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Unlike
competing products, DualDesk is not script or
batch file based and does not require using a batch
file, winscript or setup installer to launch the
program. It is a stand-alone executable program
compiled from source code written in several different programming languages. The DualDesk server, viewer and remote installer is written in database driven Advantig Assembler v14.1 (*.asm) and Advantig C# Plus v14.2 (*.csp, *.c#p) cross-platform compiler (both were developed by Advantig for in-house development of storage limited devices). The DualDesk Repeater is written in Watcom C++/Fortran v11.0 (*.c). Other portions of the program (DSM encryption plug-in) are written in Microsoft Visual Studio .NET 2003 Enterprise
Architect (*.c, *.cpp). |
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This Q&A
is only here to answer the (actual) most common questions we
get everyday. It is intended only to reflect the facts and
hopefully clear up any confusion, not to diminish any other
products or services. As a courtesy to other companies and
to help prevent search engine contamination, the brands and
company names of some products may have been altered or
removed where necessary. If you have any questions about
this policy please
contact us.
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