If you've used remote desktop type solutions like pcAnywhere, VNC, Microsoft RDP, and so forth - you've likely experienced situations where the solutions don't work. I like to refer to these as re-entry from space situations.... during that brief moment when communications go dark or are very limited. All you may have is constant ping to the remote client - hoping that it will come back into communication.
What is needed is an out-of-band remote desktop solution... like an IP-KVM. For those who have worked in datacenters, you've likely seen and experienced this. The ability to remotely control and interact with a system regardless of the host operating system state.
Take a look at the images below - these are scenarios when you might want to view\interact with the remote PC
The above screenshots were taken via KVM Remote Control within the 2010 Intel Core vPro platform. Yes that's right - the latest version of the platform includes IP-KVM functionality
The short answer on how this was done is that a RealVNC server resides within the client platform. You will need systems supporting Intel Core i5 vPro or Core i7 vPro, with Intel integrated graphics. A list of supporting OEMs\models is forthcoming - since not every Core i5 vPro system will support. There are situation where switchable or discrete graphics might impact.
Communications can occur via the VNC TCP port 5900, but this might conflict with a RealVNC server agent running in the operating system. The preferred approach would be redirection via the Intel AMT ports (16992-16995).
Last week at Symantec Vision in Las Vegas, we demonstrated a preview of this working within the Real-Time System Manager. Take a look at the YouTube video posted at http://www.youtube.com/watch?v=Rb1u22N_Yd0
If unable to access that video - here are two screenshots
With the RealVNC server in the hardware platform, a number of new capabilities arise for remote remediation without physically touching the client.
The target release for software support by Symantec is June\July timeframe. You may see this on Dell Management Console for Clients before the main release... only schedules will tell.
If you simply can't wait, or just need an interim answer - take a look at RealVNC Viewer Plus - http://www.realvnc.com/products/viewerplus/index.html. You can use the 90-day trial if needed.
In fact - that's what I did before the Symantec Vision event for a quick demonstration.
In the picture below - I had a caption when sharing with a few associates.
"My remote client has blue- screened. However - with Intel Core vPro Technology supporting KVM remote control - I have a solution for that "
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