Remote Support

Whether you have a virus infection or an application that fails to run, we are ready to support you remotely.

We provide expert technical support for Windows and Linux clients. To receive support, please call us at (866) 269-7862 to receive a support ticket and follow the instructions below.

Our rates are affordable, starting at $100/Hour for Desktop Support and $120/Hour for Server Support. You can also view our full Price List

Windows Support Issues

After contacting us, you will need to download our remote support software. This is a small (169KB) stand-alone application that will allow us to securely connect to your computer and establish a remote control session. No installation is required and no registry entries are added or modified. When the support incident is complete, you can delete the remote support application.

Note that if you have a restrictive firewall, you will need the ability to open outgoing TCP connections to support.russellconsultants.com through port #5500.

Linux Support Issues

We can remotely support your Linux machines using either VNC or SSH. VNC allows us to see your screen exactly as you see it, while SSH will allow more flexibility. We can start with VNC and escalate to SSH if needed.

VNC

After contacting us, you will need to establish a reverse vnc connection to us as follows:

• Install x11vnc (if needed)
  Debian/Ubuntu/Apt Systems
  sudo apt-get install x11vnc
  RedHat/Fedora/RPM/Yum Systems
  sudo yum install x11vnc
  
• Establish the connection
  x11vnc -connect support.russellconsultants.com:5502

SSH

After contacting us, you will need to establish a remote shell to us as follows:

1. Ensure sshd is installed:
   sudo apt-get install openssh-server
2. Create a user account for us to login with:
   sudo useradd russellconsultants
sudo passwd russellconsultants
3. Establish a reverse Secure Shell Connection:
   ssh -p 5501 -NR 5901:localhost:22 support@support.russellconsultants.com
   Our RSA key fingerprint is 1d:31:31:36:8a:0b:43:31:0a:5f:ed:58:20:61:2e:19
   When prompted for a password, use support
   
   You should also be prepared to provide us the root password. We recommend you temporarily change the root password and provide us the temporary password, then change the root password after the support incident is complete.