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PC Remote Control & Presentation Software

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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.

 

Frequently Asked Questions

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.

   

        

Does DualDesk work with Microsoft Windows 7?

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.

 

        

Does DualDesk work with Microsoft Windows Vista?

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.

              

        

Why do I need remote support?

Mobile working ToolkitDeb Shinder of ZDnet wrote a great article
"Facing the challenge of an expanding remote user base"
that best explains why you need remote support.

    

        

What if I need to change my IP address or port number?

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.

    

        

What if I want to change may password or other options?

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.

   

        

Can all of my technicians use the same public address and port?

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!

  

        

What if I need to add additional technicians?

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.

 

        

What if I decide to upgrade to a higher edition of DualDesk?

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.

      

        

What is Forced Reboot / Emergency Reboot?

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.

      

        

Does DualDesk work with terminal services or remote desktop?

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.

      

        

Does DualDesk work with Microsoft Small Business Server (SBS)?

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.

            

        

Does DualDesk work with the Windows XP Personal Firewall?

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.

      

        

Does DualDesk work in Safe Mode?

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
DualDesk works with Windows running in Safe Mode

   

        

Is Windows Administrator rights required to run DualDesk?

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.

Advantig DualDesk remote-control PC software self installs and establishes a connection automatically before the logon prompt. The technician can see and operate the customer's computer almost the same as sitting in front of it!

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.

    

        

Can I have multiple technician stations in a single support file?

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..
.

       

        

Can I use DualDesk if I don't have a static IP address?

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.

   

        

Do you sell a Remote start program for DualDesk?

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.

     

        

Does DualDesk trigger XP Data Execution Prevention (DEP)?

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.

      

        

Can I use DualDesk from alternate locations such as hotels?

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.
     
  • 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.
     
  • 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 

   

        

Is DualDesk Secure?

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.

      

        

Can the DualDesk Proxy relay connections into my network?

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.

   

        

Do we need a separate license for each customer that we support?

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..

   

        

Do I need a website to use DualDesk for customer support?

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.

    

        

Does DualDesk need 3rd party services to establish a connection?

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.

    

        

Will DualDesk work over a modem connection?

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.

 

        

How do I setup port forwarding on my Firewall, NAT Router or Gateway?

Visit the website for the manufacturer of your device or go to http://www.PortForward.com and check out their impressive list of step-by-step instructions for various manufacturers of firewalls, routers, network address translators and broadband gateways as well as information on common ports, tricks & tips and more. 

   

        

How can I check my TCP ports to see if they are working?

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

 

        

How do I listen on port 443 and use Internet Information Services (IIS)?

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:
  • 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.

    

        

DualDesk contain any SpyWare or Adware?

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.

 

 

        

Is DualDesk CPU intensive like other remote control software?

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.

 

        

Do I have to uninstall existing software to use DualDesk?

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. 

 

        

What if a new version of DualDesk is released?

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.  

 

        

Which DualDesk features can be customized?

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.

 

        

Can DualDesk be configured to allow inbound connections?

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.

  

        

Do you offer any competitive upgrade deals?

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.

 

        

Why are DualDesk prices so low compared to your competition?

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. 

  

        

Why is DualDesk so much smaller than other remote control software?

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

    

        

Is the IBM OS/2 version of DualDesk still available?

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. 

   

        

Is there a Linux/FreeBSD/Unix version of DualDesk available?

No, there is a Linux version of DualDesk in development and is currently in beta testing but no public release date has been projected.

 

        

What script or programming language does DualDesk use?

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).

 

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.
 

 

Click HERE to use the DualDesk Builder™, a customizer that will help you custom configure DualDesk to fit your specific needs.

 For more information call us! +1 (813) 419-3547

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