SolarWinds Dameware Remote Support (DRS) Reviews and Ratings

Rating: 7.3 out of 10

Score

7.3 out of 10

Community insights

TrustRadius Insights for SolarWinds Dameware Remote Support (DRS) are summaries of user sentiment data from TrustRadius reviews and, when necessary, third party data sources.

Recommendations

Based on user reviews, the most common recommendations for BeanFlumper are as follows:

Consider other options: Some users suggest exploring alternative solutions unless you are willing to invest in multiple licenses and support.
Conduct a proof of concept: It is recommended to perform a proof of concept to determine if BeanFlumper is the right fit for your company.
Try before you buy: Many users recommend obtaining a trial version of BeanFlumper and testing its performance.

Bonus Recommendation (related to user labeling): Additionally, some users advise labeling PCs in Active Directory with proper descriptions.

These recommendations should be taken into consideration based on your specific requirements and circumstances.

Reviews

66 Reviews

Good remote support tool

Rating: 8 out of 10

Incentivized

December 9, 2022

Use Cases and Deployment Scope

SolarWinds Dameware Remote Support is our tool to allow us to control a desktop or laptop for users working from home. When staff were all on site this was less of an issue but increasingly more staff are working from home so a desk visit is not possible anymore.

Pros

Remote access to sleeping and powered-off computers
Secure Multi-factor authentication
Flexible user access control
Remote session tools and utilities

Cons

Ability to switch users

Likelihood to Recommend

In addition to remote control we can use remote session tools, including chat, messenger, screenshot capture, file transfer

Daniel Sayer

Senior Infrastructure Engineer in Information Technology at Braintree District Council (201-500 employees)

Vetted Review

9 years of experience

Great IT Support with Dameware

Rating: 8 out of 10

Incentivized

May 15, 2022

Use Cases and Deployment Scope

We use SolarWinds Dameware remote support in our organization to support our PC\Laptop users with any issues or configuration changes we need to make. It works really quickly and we can easily connect without much interaction from the end-user. It allows full admin access to diagnose and fix issues and also is largely lag-free on most connections.

Pros

Remote support
IT faults and diagnosis
Fast connection and ease of use

Cons

More informative interface
Some issues sometimes with the service.
More remote admin tools

Likelihood to Recommend

It is well suited to connect to computers on the same LAN or over a VPN, if the computer is not on one of those, it will make things more difficult, and more interaction is required. It is less appropriate for things where you do not need to see the user's screen and can run scripts or PowerShell commands.

Verified User

Technician in Information Technology (201-500 employees)

Vetted Review

4 years of experience

If You are Looking for a Tool to Provide High-Quality Remote Support at a Low Cost, SolarWinds Dameware Remote Support is the Answer!

Rating: 9 out of 10

Incentivized

February 18, 2022

Use Cases and Deployment Scope

It is mainly used for monitoring server disks, remote support to users, monitoring computer processes, and closing any process of a program that has been frozen.

Pros

Fast and secure connection to computers on the internal network
Access to computer information without the need to interrupt the user
Simple configuration and offers very complete documentation

Cons

I would like it so that the agent that is installed on the PCs be improved so that it forces the Remote Access Manager windows service to run.
I would appreciate improved resolution when remotely accessing a computer.
It has a failure when the PC where the connection is being made has more than 2 monitors and I would like this to be fixed.

Likelihood to Recommend

During this pandemic, it has made it easier for us to support users who work from home or ourselves if we are working from home. It is very easy to provide support or monitor certain aspects of the servers. We use it as a complement to a set of tools that we use in the department, but for what we use it for, we think it is very good software at a very good price.

Cesar Omar Ramirez Garcia

IT Department Supervisor in Information Technology at Specialty Steel Products, Inc (51-200 employees)

Vetted Review

3 years of experience

Does it all and does it well

Rating: 9 out of 10

Incentivized

February 17, 2022

Use Cases and Deployment Scope

In our Organization we have several locations and hundreds of portable devices, but only one location for the Support Group. Dameware allow us to provide proper support to our employees remotely whenever they have an issue. Since 2020, there is also much work from home around the Organization, so it has become even more indispensable for us. It works perfectly in our environment, it feels like simply having another monitor connected to those devices, the fact the the user do not need to be logged in (or that it can be logged out) fr it to work makes this a great tool for administrators; most of our users do not have the permissions to install/uninstall applications or running Powershell scripts for example, so, being able to log them off, login as administrator, do anything that is needed and have them log back in while we watch to confirm that the issue is fixed has really saved a lot of time and effort.

Pros

Troubleshooting computers remotely without the need for the user to even be around.
Install software that needs to be installed manually without having to travel.
Viewing what the user is doing specifically that triggers the issue, making replicating issues way simpler.

Cons

Multimonitor setup. I can see multiple monitors at once, but they show as a long individual screen on my computer, very hard to correctly split in my local monitors; it would be great to be able to get a single application screen per remote monitor so I can bind them to my own monitors individually.
Catch/Release mouse. whenever my mouse moves over the remote screen the remote computer reacts to it, so, when I am watching a user I cannot move my mouse, it would be great to be able to "request" the remote computer to accept my mouse when I want and release it when I need.

Likelihood to Recommend

It is a great tool for Organizations with multiple locations or big WFH force. Troubleshooting with it is pretty easy and the connection is fast and stable.

Daniel Cogny

Systems Developer in Information Technology at Ottawa Police Service (1001-5000 employees)

Vetted Review

6 years of experience

View profile

Full Features Remote Support Solution

Rating: 10 out of 10

Incentivized

February 2, 2022

Use Cases and Deployment Scope

I've used Dameware Remote Support and its predecessor, Dameware NT Utilities, for over a decade. I love the interface and the face that I have multiples options for connecting to servers and PC's. I've liked it even more now that SolarWinds has taken over. It allows us a single contact for support, and simple update lifecycle, and central billing.

Pros

Allows for desktop mirroring for remote support
Allows for console access to servers
Allows for multiple protocols for connections to servers and desktops.

Cons

Sometimes the client can go sideways and cause issues.
Smaller client deployment would be helpful for remote locations
Automation and scripting support

Likelihood to Recommend

I feel like this is a very robust solution that I would recommend to anyone who relies heavily on remote support. Most of the colleagues I work with already use SolarWinds products to one extent or the other. I feel the price for the solution is very fair and a good value for the product.

Jacob Bradley

UC Manager in Information Technology at T. D. Williamson (1001-5000 employees)

Vetted Review

12 years of experience

Are you an IT Pro & looking into Solarwinds Dameware Remote Support? Stop and get it now! You won't regret it.

Rating: 10 out of 10

Incentivized

February 1, 2022

Use Cases and Deployment Scope

Here's the process, 1. A user calls or emails, says " I can't get the whosit to jump up and down, probably the database server". 2. As I have no clue what they are talking about, I call them & log in to the machine via Dameware Remote Support. 3. I ask "can you elaborate please, maybe show me the issue?" I see exactly what's going on, resolve the issue, become a hero and save the day. None of this is possible without Solarwinds Dameware Remote Support.

Pros

Remotely view a client machine
Remotely control a client machine
Remotely restart a client machine

Cons

The address book could use some work, but its decent and everything else is great

Likelihood to Recommend

I would recommend Solarwinds Dameware Remote Support & MRC to all IT or support person, literally every single one. If you support remote users, on-site users, off-site users, users down the hall, users getting coffee, users at home, users that say they are in their office but are actually playing golf, you need Dameware Remote Support.

Verified User

Administrator in Information Technology (501-1000 employees)

Vetted Review

5 years of experience

Easy to use Remote support

Rating: 8 out of 10

Incentivized

January 27, 2022

Use Cases and Deployment Scope

We use it as one of our Help Desk support tools. Since we are not 100% remote it allows us to support users no matter where they are located.

Pros

Remote tech support

Cons

The installation is more complicated than it needs to be.
Support for more operating systems

Likelihood to Recommend

It's great if you need to access a user's desktop to update or troubleshoot issues that the user is experiencing.

Verified User

Director in Information Technology (51-200 employees)

Vetted Review

20 years of experience

A remote support program with a good feature set, but it's backend is growing long in the tooth.

Rating: 8 out of 10

Incentivized

January 19, 2022

Use Cases and Deployment Scope

We use SolarWinds Dameware Remote Support for remoting into machines between remote sites and VPN connections. We needed a solution that was in-house and easy to manage. Dameware Remote Support ticked all the boxes we needed at the time. We have a mix of Desktops, laptops, and camera systems that we needed remote access into without logging out the existing user. This was very important because Remote Desktop Connection will log out console connections. We looked into Windows Remote Assistance, which is baked into every copy of windows, but it was very challenging to set up, and we could not complete implementation.

Pros

Easy automatic agent installation via MSI and GPO.
Fast and intuitive interface for managing PCs.
Flexible method to manage IT admins via Active Directory linking.

Cons

While still compatible with newer versions of windows, the interface is dated. Seems to be based on an old back-end.
Remote clipboard features are a little confusing in the beginning.
Support for multi monitors needs help.
Bandwidth usage seems higher than newer alternatives.

Likelihood to Recommend

[SolarWinds Dameware Remote Support] is excellent in an environment where every PC is connected via LAN. Setting up remote support over the internet requires port forwarding, and the Dameware protocol doesn't seem to be well suited to low bandwidth WAN connections.

Verified User

Engineer in Information Technology (201-500 employees)

Vetted Review

6 years of experience

Dameware Remote Everywhere - I'd have it no other way!

Rating: 10 out of 10

Incentivized

January 19, 2022

Use Cases and Deployment Scope

I presently use the toolset of Dameware Remote Everywhere. The problem this helps address is the move to remote users. It allows us to easily connect to a remote user from no matter where they are located, just as long as they have a stable internet connection. The DRE tool also allows us to provide certain users access to Computers in the organization by setting them up as a User. We can provide them with a list of computers (from the admin console) that will display in their console. from here, they can manage Signage, or assist other staff.

Pros

Remote Support is great.
Constantly improving the software.
Tech Support has been very helpful.

Cons

Deployment of the DRE Toolset has been a pain point with our current Deployment tool.
In DRE, In the Technician Area (For a User), A Search function would be handy. At first, I was looking for this, then resorted to Control+F to "find" the computer I wanted to add to the user so I did not have to scroll through hundreds of computer options.
In DRE When a Technician is "Configure as End User " It would be nice to see a list of existing computers the "Tech" already has access to.

Likelihood to Recommend

I've used Dameware Products for about 20 years. I see them making advancements all the time, and the latest move from Dameware Mini Remote Control to Dameware Remote Everywhere was a great step forward for our staff. The transition was very smooth and required little training. Tech Support has been great as well.

Brent Carteaux

Infrastructure Engineer in Information Technology at Rieke (1001-5000 employees)

Vetted Review

20 years of experience

A "Must" for any IT/helpdesk support technician

Rating: 10 out of 10

Incentivized

January 19, 2022

Use Cases and Deployment Scope

We use SolarWinds DRS for providing IT support to our users who work from home. DRS works better than any remote support platform we have tried. It makes it easy to hop on someone's computer anywhere in the world and control it as if we were sitting at their desk. Before, we were using screen sharing in Teams/Zoom and, due to security features on those platforms, we were very restricted as to what we could do as far as changing settings and using tools like the command prompt. We especially like the drag and drop file transfer functionality and being able to download a user's logs very quickly.

Pros

The remote support connections are very reliable. I've never had a connection drop.
The experience is very polished and is dead simple to use.
The ability to transfer files using drag and drop is awesome.
It allows us to pull event logs very easily.

Cons

File transfer can be very slow at times.
Better integration with Solar Winds Service Desk would be great (i.e. syncing user info from Service Desk to DRE's console).

Likelihood to Recommend

DRS is perfect for the IT support/helpdesk professional. It provides a smooth, polished experience for both the technician and the end-user. Our users are often impressed by how well it works and we appreciate that we don't have to pull logs from their computers the "old fashioned" way. All in all, having access to this software/service has been a game-changer.

Matt Rogers

Information Technology Operations Specialist in Information Technology at Third Way (51-200 employees)

Vetted Review

1 year of experience

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Reviews and Ratings

Does it all and does it well

Rating: 9 out of 10

Incentivized

February 17, 2022

Use Cases and Deployment Scope

Pros

Troubleshooting computers remotely without the need for the user to even be around.
Install software that needs to be installed manually without having to travel.
Viewing what the user is doing specifically that triggers the issue, making replicating issues way simpler.

Cons

Multimonitor setup. I can see multiple monitors at once, but they show as a long individual screen on my computer, very hard to correctly split in my local monitors; it would be great to be able to get a single application screen per remote monitor so I can bind them to my own monitors individually.
Catch/Release mouse. whenever my mouse moves over the remote screen the remote computer reacts to it, so, when I am watching a user I cannot move my mouse, it would be great to be able to "request" the remote computer to accept my mouse when I want and release it when I need.

Likelihood to Recommend

It is a great tool for Organizations with multiple locations or big WFH force. Troubleshooting with it is pretty easy and the connection is fast and stable.

Daniel Cogny

Systems Developer in Information Technology at Ottawa Police Service (1001-5000 employees)

Vetted Review

6 years of experience

View profile