Told to use Teamviewer!!!!

Products ITarian RMM
1

Hi Comodo Staff,

so im sure you are all aware of the problems with endpoints going offline and not being able to remote connect, the fix i have come up with is to get the end user to restart the ITSMService and it then comes online.

This is the responce from the support team about this issue !!:
So do i now have to pay for teamviewer to support my customers?

Dont get me wrong i LOVE the C1 platform and when it is working it is fantastic, bu the below is just annoying!!!

Hello,

Thank you for contacting Comodo One!

Based on the findings of the support team from the logs provided, they can see that the endpoint “11MLK52” was online when ITSM was collecting logs from it - that means the XMPP connection was connected and there were no disconnections. Based on the portal logs, there were only 2 endpoints and both were not online after 27/07/2017.

The support team is suggesting to use TeamViewer to remotely connect to an endpoint when it is displayed as offline in the ITSM portal. They would also recommend NOT restarting the ITSM service on the affected endpoints before you are able to connect to it.

We sincerely apologize for the misunderstanding.

Kind Regards,
Comodo Technical Support Team

2

Hi @dittoit ,

Apology for the misunderstanding, you do not need to use teamviewer when your device goes offline, we actually want to take remote access via teamviewer on the endpoint with your permission and we suggest not to restart the service before we will be connected to it.

3

Hi, i replied with, “i am onsite for the rest of the day”, all i got back was the same above email??

Again i am on site now, if some some can assist now.?

4

They do understand that using Teamviewer in this way is against its EULA unless you have a subscription?

5

Hello @dittoit ,

We have been trying to contact you from the provided phone number from your ticket with us without success.
We also sent you a follow up email regarding the case.

Thank you.

Hi @Joners

The support team is suggesting to use TeamViewer to remotely connect to an endpoint when it is displayed as offline in the ITSM portal." means that we would like to connect to your endpoint via TeamViewer so that we may gather logs and perform some diagnostics on that endpoint.

6

[QUOTE=Jay;n14781]Hello @dittoit ,

We have been trying to contact you from the provided phone number from your ticket with us without success.
We also sent you a follow up email regarding the case.

Thank you.

Hi, nothing on my phone, i have received calles all day, no email either, i have received other emails from comodo CLOSING cases, but these were old ones.

So 2 days onsite perfect time to get a good understanding of these problems now i wont be on site how do we proceed ?
James.

7

Thank you for giving us the opportunity to work with you today, it is unfortunate that we were unable to get to you earlier but rest asured that we are working on these issues with promptness.

8

Ahhh so Comodo has bought licenses to use Teamviewer.

9

hi carl,

i have another one i have access to day, i am going to remove and reinstall but i feel i may see the same problem where the installer msi is corrupt.

10

Hello @dittoit ,

Thank you for sending us this information.

If you need further assistance on the issue please do not hesitate to reach us,
we can always assist you with it.

Kind Regards,
Jay

11

Teamviewer is a good backup solution. It “just works”. I always like to have multiple remote access methods because “stuff”.

12

Thats true, however its an expensive option to have as a backup.

13

To everyone:
We should see greater reliability of the ITSM agent (CCC) once the update to the Comodo ONE platform gets implemented this coming Saturday. If you will be inclined to visit the following August release announcement page.

14

@Joners I agree to license it is expensive. I have had companies direct me to install it for personal one time use a few times though. I suspect this is not uncommon. I was surprised Comodo was using it rather than their own platform.