Introduction to Dameware

Explore Dameware, a time-tested tool used by IT professionals to understand what a user sees on their workstation and remotely troubleshoot technical issues.

Download the PDF: Dameware Product Guide (formerly known as Administrator Guide)

Dameware centralized versus stand-alone

Dameware is comprised of two key products—Dameware Remote Support (DRS) and Dameware Mini Remote Control (MRC). Depending on how you want to support your end users, you can purchase Dameware MRC as a stand-alone product, or you can purchase DRS, which includes Dameware MRC.

Dameware products are available in either a stand-alone version or a centralized version. The centralized version of Dameware offers the Dameware Central Server, which you can use to manage Dameware licenses, Global Host Lists, and Dameware users. Dameware Remote Support centralized also enables you to initiate Internet Sessions to support remote end users outside of your network.

The stand-alone version of Dameware does not include the Central Server and does not support Internet Sessions with remote end users outside of your network.

To support only internal users, purchase DamewareMRC stand-alone or centralized. To support internal, external or remote users, purchase DRS centralized.

Dameware Remote Support

DRS offers technical support to end-users and workstations within and outside your organization (depending on your method of deployment as discussed above). Purchasing DRS automatically includes MRC and its features as well as features unique to DRS, such as managing an Active Directory (with both stand-alone or centralized deployment) and supporting remote end users (with centralized deployment only).

For an extensive overview of features available in DRS centralized, see Dameware Centralized.

For an extensive overview of features available in DRS stand-alone, see Dameware Stand-alone.

Dameware Mini Remote Control

MRC offers quick access to an internal users remote machine. Purchasing MRC does not include access to DRS, but it is available in either a centralized or stand-alone version.

For an extensive overview of features available in MRC centralized, see Dameware Centralized.

For an extensive overview of features available in MRC stand-alone, see Dameware Stand-alone.

Manage Dameware user accounts

Technicians using either DRS or MRC must be added as users in the Dameware Administration Console. See Manually add a user to Dameware to add a small number of users at a time. If you need to add a larger number of users at once, you can import them from an Active Directory or a CSV file. If an account does not currently need access but may need to be granted access again in the future, see Disable and enable Dameware users.

Manage Dameware security

MRC supports various authentication methods with multiple integrated within the security of the operating system. Security policies can be defined to prevent unauthorized MRC connections. To modify setting that restrict MRC connections, the user must have Administrator rights on the designated remote system. MRC provides three logging features to catalog and notify connection attempts. MRC also encrypts all credentials and session information for connections. Various encryption options are available for general data, images, and Simple File Transfers. For more information about MRC authentication and encryption features, see About security and encryption in Dameware Mini Remote Control.

Smart cards can be used with MRC as a form of two-factor authentication when you log in remotely to a computer. To authenticate successfully with a smart card, see About Smart Card requirements for Dameware.

Remote computers prompt an end user any time a non-administrator attempts to gain access to the computer. Without permission, the non-administrator cannot remote connect. To configure the client agent to grant non-administrator access with or without remote the user's permission, see Modify Dameware client agent permissions to enable or prevent non-administrator access.

Manage Dameware Components

To establish port forwarding through the Dameware Central Server between the MRC and the Dameware Internet Proxy, Dameware uses the netsh tool. This requires you to install the IPv6 protocol if not already present on your computer. If you decide not to install IPv6 and wish to configure differently, see Configure the Dameware Internet Proxy for port forwarding. Additionally, to choose port forwarding between remote host applications and Dameware Internet Proxy, see Configure the Dameware client agent for port forwarding.

The Dameware mobile client can be used to connect to a Windows computer with an Android or iOS device. To connect via mobile device, see Configure the Dameware mobile client.

When connecting MRC and the Dameware client agent to a remote site, it is recommended that you install the client agent on the remote computer before you connect to it. Installing first requires that you only open one port in your firewall or router. To configure your firewall, see Configure Dameware Mini Remote Control to connect through a firewall.

Host Lists with Dameware centralized

There are three types of host lists in the centralized version of Dameware: Global Host Lists, Remote Host Lists, and Personal Host Lists.

A Global Host list is used to create and access a list of internal hosts on a technicians network. The Central Server populated the Global Host List in either DRS or MRC in centralized mode. If you have a small number of hosts, you can create a Global Host list manually. For a larger number of hosts, you can import them from Active Directory or a CSV file.

Any time a technician connects to an end user's computer internal to their network, the user's computer is saved to a Saved Host List. This list can later be exported, imported, or disabled if needed. For more information, see Manage the Saved Host List and Personal Host List in Dameware.

A Remote Host List is used to access a list of hosts external to the technicians network. You must install DRS centralized version to create a Remote Host List. Specific configuration and port requirements are necessary to connect with a remote host through an Internet Session. To ensure your workstation is properly equipped, see Types of host lists in Dameware.

A Personal Host List is available on the Central Server of both DRS and MRC centralized. It contains the host name or address, protocol type, and comments.

Use Dameware Remote Support to support internal users

You can use both the centralized and stand-alone versions of DRS to manage and connect with users internal to your network. Once connected, you can modify an end users machine by performing necessary administrative tasks. Additionally, the Dameware Exporter module is available to export configurations and track changes to the host machine over a given period of time. For more information about how you can use DRS to connect with users in your network, see Use Dameware Remote Support to support internal users and systems.

Use Dameware Mini Remote Control to support internal users

Once MRC has been used to connect to a user's computer, you are given full access to the system. You are able to chat with the end user, share files, take screenshots, and lock the system entirely. For a comprehensive overview of how MRC connects with internal users, see Use Dameware Mini Remote Control to support internal users.

Remote hosts in Dameware

Remote hosts are users outside of your network that you can connect with through internet sessions. Technicians have the ability to approve, block, and delete remote hosts from unattended internet sessions as needed. For more information about remote host connections and adjusting their permissions, see Connect to remote hosts in Dameware.

Once a centralized version of DRS has been installed, you can utilize MRC to connect with remote users outside of your network. These connections can be made in either an attended internet session or an unattended internet session. Reverse connections can also be made to avoid configuring firewalls and allow technicians to bypass administrative permissions. To learn more, see Connect to a remote host outside your network with Dameware Mini Remote Control.

Internet sessions in Dameware

Any time a technician connects to a remote computer outside of their network, an internet session is initiated. To adjust the properties of your internet session or change the number of concurrent sessions, see Modify Internet Session properties in Dameware.

You can view session details to determine who participated in the session and review any issues that occurred during the session. You can also terminate a session manually if a user disconnect does not successfully terminate. For more information and troubleshooting tips, see Administer Internet Sessions in Dameware.

Dameware Mini Remote Control and SolarWinds Web Help Desk

Integrating MRC and SolarWinds Web Help Desk (WHD) launches a MRC session from within a WHD asset. You can then save the information gathered in the MRC session in a WHD ticket. To integrate Dameware and WHD, see Integrate Dameware Mini Remote Control with SolarWinds Web Help Desk.