Some might call me a control freak, but when I have the opportunity to investigate a machine myself or provide instructions via the phone/mail to the end-user you know what I'm going to choose. One of the easier ways that I find is to use remote.exe which
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Read the complete post at http://blogs.technet.com/brad_rutkowski/archive/2007/04/04/let-me-drive-using-remote-exe-to-connect-to-a-client.aspx