• This week we are joined by Annie Chen, the VP of product management at Splashtop.

• Splashtop is a Silicon Valley company founded in 2006 that started off as a browser based product.

• Today they focus on remote access to your devices, working closely with GPU manufacturers to optimize and leverage hardware encoding to achieve high performance.

• Jerry commends Splashtop on the feature parity and he talks about how Mac had seemed to always receive the short end of the stick with other remote access products.

• Splashtop has three major offerings: Splashtop Business Access, Splashtop Remote Support - useful for MSPs looking to replace their RMM products, and Splashtop SOS for quick remote access.

• It is easy to try out and adjust to Splashtop, which Jerry found really helpful.

• Sam recently tried to use SOS with a customer and ran up against macOS security settings but was able to deal with it by blindly typing in admin credentials on a Mac

• Annie explains how the Safe Reboot feature works, which will help you reboot a computer remotely without losing access.

• Jerry likes how the screens that Splashtop SOS presents to the clients because it makes it easier for them to know what to do.

• Joe has been really happy with the consumer side of Splashtop as well.

• With Splashtop’s next version release, Mac Streamer will support native hardware encoding.

• They have recently formalized their MSP support group and an advisory panel.

• Splashtop is also working on having a specific build for M1 that they hope will be a universal binary and installed on Mac as a whole.

• They have just launches a monthly subscription plan for Splashtop’s remote support product.

• With Splashtop your subscription can grow as your business does.

• The group is impressed with Splashtop’s feature set in general.

• Jerry mentioned how Splashtop’s competitor would show advertisements even though you paid for the product.

• Focusing on security and protection, Splashtop has set up a security advisory counsel as well.

• Annie says the remote support and SOS products are really great for MSPs and service class teams.

• Visit Splashtop.com to set up a free trial and see what all the fuss is about.

Special Thanks to our friends:

• This week we are excited to be joined by Jason Dettbarn, the founder and CEO of Addigy.

• Dates for The Addigy User Summit have been booked for February, 2022: https://addigy.com/event/addigy-user-summit-2020/

• Throughout the pandemic, they started seeing more VPN and remote control technology being put into use in order to manage devices.

• COVID forced the whole IT industry to improve, since everything had to be done remotely.

• Jason explains how the pandemic has actually effected his business positively.

• Take a European summer this summer authorized by Jason Dettbarn.

• Sam and Jerry think Joe’s been on a break for the past three years.

• Joe thanks Jason for the great product he’s created, specifically Addigy LiveDesktop while he does one of his famous remote migrations.

• Additional remote control capabilities will be announced at their Innovation Summit.

• Join Addigy for their Innovation Summit on June 15! https://addigy.com/innovate2021/

• Quick Tip for Addigy users: Joe has a URL on his site for users to enroll into Addigy on the fly to allow management when they need it.

• Addigy will be adding variables to their Custom Facts in an upcoming update.

• Custom criteria will be added to allow auto assigning devices to a particular policy.

• Addigy is the only multi tenancy solution to allow Single Sign-On for Mac.

• Apps & Books deployment is now available in Self Service.

• Thomas Reed from Malwarebytes will be joining the security panel of the Innovation Summit.

• Addigy places a big value on community.

• The Custom Fact feature allows you to report custom criteria about a computer that isn’t built into Addigy.

• The community aspect is what allowed such a quick remediation of Silver Sparrow.

• “Day zero” support is already too late. Jason explains how Addigy prepares.

• The Command Control Power crew had their own Addigy Summit.

• Use all of the features available to you when installing Addigy.

• Addigy Certified Expert, Addigy Certified Associate certifications are available from Addigy:
  https://addigy.com/training/

• Joe talks about maintaining software updates using Addigy.

• Content caching is a feature that will explored in the near future.

• Jerry has a theory about kernel panic alerts he has seen from some of his users.

• Don’t forget about the Addigy Innovate Summit on June 15th!
  https://addigy.com/innovate2021/

Jerry talks about a problem he had shipping a package through Walgreens.

• Jerry shares five tips of the day today.

• Tip #1: Don’t ship your package through Walgreens.

• Tip #2: Clean out your wallet.

• Tip #3: Don’t carry a lot of money in your wallet.

• Tip #4: Check in your settings in backblades make sure you update it to more than 30 days. ?? (9 min)

• Tip #5: If you create a folder in safari with multiple URLs, you will have the option to open all of the tabs.

• ACN links that you may have been using on your websites have changed. (Shoutout Jason Golfarb for sharing this information.)

• The cobbler’s son has no shoes.

• There should be better tools for web browsing management.

• The group discusses the Apple Airtags, Sam has used them to track his dog who runs away at night.

• Both Joe and Sam have a bad time as they attempt to update the UniFi Controller. Joe found his answers online while Sam reached out to Ubiquiti support. In either case, the solution involves an SSH connection and running this command: apt update; apt install -y openjdk-8-jre-headless

• Note to self, check the release notes.

• Note 2 to self, don’t upgrade client networks on a Friday night.

• One of Sam’s one off clients had a gen1 Cloud Key that crapped out. Matt used an old trick by getting into the Mongo database to store a new password and write it back to the cloud key.

• Jerry talks about the great UniFi LTE device he installed with Joe and the group discusses payments for it.

• Joe gives a quick tip on how to configure the device.

• Jerry talks about what he likes about SmallCube.

• The group talks about Apple supporting old hardware.

• Joe finally purchased a new refurbished Mac!

• Jerry talks about a problem with a computer that would not download Big Sur and kept going black that had a weird solution.

• This leads into Joe’s story about problems with a laggy bluetooth keyboard.

• Pro tip: Don’t let your device just sit around for a long period of time.

• Jerry shares a theory about kernel panics.

• People don’t read on screen warnings, which can lead to trouble.

• They have a conversation about how useful Omni Disk Sweeper is.

• Joe has an update to the df command thanks to listener Viktor Glemme.

• Terminal commands can be very helpful and efficient if you learn how to work with them.

• Jerry shares a story about a client that had trouble going to certain secure websites with Safari.

• We give a shoutout to TidBits, which is a very useful subscription for consultants. Sign up for free apple content here: tcn.tidbits.com

• Joe and Jerry talk about things they have noticed with clients who deal with memory loss.

• Jerry talks about the difficulties of trying to instruct clients over the phone when you do not have remote access.

• Value-based billing is a hot topic.

• They talk about the touch ID on the new Mac and how it has been tripping people up.

• Joe wonders what he is going to have an issue with when he is older even with his profession being completely technology focused now.

• The group talks about purchasing from authorized “resellers”.

• Why doesn’t Apple recognize purchasing from Apple authorized resellers as purchasing from Apple?

• Jerry doesn’t often recommend Drobo, but he is concerned why there are still constraints in the supply chain.

• The group discusses different products and how things have changed.

• Joe talks about Promise and alternatives.

• SoftRAID and OWC isn’t always a match made in heaven.

• Every time you acquiesce 

Special Thanks to our friends:

• The group discusses the less than fruitful tech tag sale.

• It’s weird that it isn’t weird to see people after awhile during the pandemic.

• They talk about how things went when they met up for the first time in awhile.

• Sam will not forget that Jerry owes him a cookie.

• Joe struggled to diagnose a slow computer the other day. Turns out it was a heating problem and Jerry had to swoop in.

• He shares an app he used to check the fan speed of a computer called Macs fan control. https://crystalidea.com/macs-fan-control/download.

• The group thanks people who in the Slack community.

• After Jerry praised Harmonizly a couple shows back, Joe suggested the app to a client and Sam ended up using it as well.
  https://harmonizely.com/?fpr=macworks

• Sam shares a story about how he had to perform a wipe and setup a UDM Pro for a client whose previous technician had set himself as the owner. This leads to some head scratching results.

• Sam tells a creepy story about something that happened with one of his old devices the other night.

• Did anyone hear a train in the background?

• Joe & Sam talk about social events during the pandemic and how much more we appreciate seeing each other.

• Joe brings up live desktop with Addigy.

• Stay tuned to an upcoming episode where we welcome back the CEO of Addigy, Jason Dettbarn.

• Joe’s Tip: du -sh command to display disk usage statistics.

• The group talks about the large amount of spam calls they’ve been getting.

• Joe discovered that the spam callers have actually been using real people’s numbers. They wonder how the callers have been doing this.

• Joe has time on his hands to talk to spam callers.

• Sam discusses one of the weird issues he’s had with his replacement iPhone that he can’t really figure out. And Joe could be on to something with a SIM card issue.

• This week we are excited to be joined Alykhan Jetha, the founder, president, and CEO of Marketcircle.

• Jerry talks about how impressed he is when he uses Daylite to run his own business.

• AJ explains how he came around to creating the app Daylite when it was originally for their own needs.

• Daylite was shown at Macworld when it first was created.

• AJ shares a story about when Apple approached him and the other creators of Daylite and how hectic the next couple of months were.

• The goal for Daylite is to help small businesses grow. The founders are working to make it easier to use in order to open it up for more people.

• Why has Marketcircle focused on sticking with the Apple platform?

• AJ talks about the evolution of Daylite and the big decisions/changes they had to make, including why they stayed native.

• Jerry recalls the early days of Daylite and he is impressed with how much easier it is to use compared to years ago.

• New improvements are coming to Daylite.

• Sam talks about the benefits of focusing on one platform.

• Jerry encourages viewers to look at Daylite since it has changed so much over the years. You can get a 30 day free trial here https://www.marketcircle.com .

• Sam talks about how helpful Daylite has been for him in communications with clients. Especially the ability to file emails for future reference.

• Jerry and Sam talk about how helpful mail integration features are on Daylite.

• AJ talks about ISO certifications.

• How has Daylite adapted to everything going on in the past year?

• Sam talks about how efficient the MFA set up on 1Password is.

• When clients are prepared with their 1Password vault it makes it a lot easier for the group to do their jobs.

• Creating a vault with client data can be very helpful.

• Does anyone create separate vaults for each of their clients?

• 1Password is huge for teams, however, setting it up isn’t always worth it if it’s just for one person.

• Joe talks about the new, app-less 1Password extension.

• Sam shares information from a recent article that came out about chrome data-harvesting.

• He says: DO NOT USE CHROME!

• https://www.forbes.com/sites/zakdoffman/2021/03/20/stop-using-google-chrome-on-apple-iphone-12-pro-max-ipad-and-macbook-pro/?sh=29a801574d08

• Joe shares a story about a client who had a scary problem with the Nest security system because they didn’t migrate their account when Google bought out Nest. They refused to return her money when they weren’t providing the monitoring services she was paying for.

• Lately companies have seemed a little lax when it comes to their clients threatening to cancel their service.

• Sam is very hesitant to recommend Kitcast because of an issue he had with the customer service. They actually discovered they had a problem with how they deploy their app but they seem to be very slow on fixing it.

• Joe asks Sam about his billing and MSP that they had talked about 6 months ago and the two of them discuss how they bill their clients.

• Sam talks about an “uncouth” interaction he had with a rude client.

• Joe explains how he used Omni Disk Sweeper to help discover what was causing a weird problem for one of his clients.

• What is the mystery “System” that often contains a lot of data that seems to be non-removable?

Special Thanks to our friends:

• What exactly is technical debt?

• Jerry has two pretty big professional clients who have accumulated quite a bit of technical debt.

• Spending money on important things will save you the trouble of dealing with it later.

• The group talks about how these clients who refuse to spend money sometimes aren’t sustainable.

• News Flash: On TeamViewer you can now disable in-product marketing messages.

• Sam is looking into a business continuity document that can be very useful especially with clients who don’t listen (thanks to Michael Thompsen of Origin84 for the tip).

• When your system can’t keep up with you it can cause you to be unproductive because you end up wasting time on things and switching tasks.

• Sam tells a story about how one of his client’s old systems finally kicked the bucket and he had to get all of their data back.

• Tip: Update your software about every 2 to 3 years.

• You end up paying less to keep up with updates than to fix everything when it goes wrong.

• Joe actually had to buy floppy disks for a job he had to do on a Powerbook 100.

• Jerry shares two useful tools he uses: Smith.ai and a helpful calendar app called Harmonizely. Harmonizely allow clients to schedule appointments and offers direct integration with Daylite..

• Daylight training has been transformative for Jerry.

• Sam can’t bring himself to start offering calendaring services to his clients. One reason is a need for control.

• Joe also talks about showing just how unavailable you might be.

• Jerry talks about the mysterious “alien arrow” that one of Joe’s clients has been telling him about.

• What is Casper Sky??