Help! I Need Some Remote Assistance

This article is a semi-continuation of a previous article I wrote, called Windows XP Tips for Task Manager. Whereas that article dealt with certain features of Task Manager that could help you service your own computer, this article will show you how to get someone else to do it for you. Until Windows XP and Remote Assistance, you and the person helping you would have to be in the same room and at the same computer. But this excellent feature allows a user to temporarily control a friend's computer in order to fix their problems.

(Remote Assistance Screen Shot)

Before getting started, there are a couple of prerequisites to using Remote Assistance:

• Both users must be running Windows XP.

• Both users must be either connected to the Internet or on the same local network.

• As a fail-safe communication method, make sure you are on the phone with your friend.

There are three ways to start a Remote Assistance session. The first and easiest way is through Windows or MSN Messenger. The following is a step-by-step guide to setting up Remote Assistance with these Messengers:

1. Both you and your friend should start Windows or MSN Messenger, enter your passport-approved email address and password (if either of you don't have one, get one by clicking on the appropriate link and filling out the necessary information), and "sign in."

2. One of you double click the other's name to start a conversation.

3. Whoever needs help should follow the necessary path (for either Windows or MSN Messenger) and click Ask for Remote Assistance (or just Remote Assistance). The person who made the request will see a message confirming this, while the other person will see a message asking if they want to accept the request.

4. If the other person accepts the request, the original person will get one last chance to allow this person to view their screen and initiate the Remote Assistance session.

5. If that user clicks "yes," the other user will then see a new screen with a control panel on the left and the other person's screen on the right. You can communicate by typing in the Message Entry box in the lower left corner.

6. To take control of the user's computer, click the "Take Control" icon in the upper left corner. Again, a message appears asking if they want to let another user share control of their computer.

7. If the users clicks yes, then the session will begin.

8. The session will end when either user presses Esc, which immediately breaks the connection.

RA Invitation Through Email or File

The other two ways to start a Remote Assistance session are interconnected. It involves connecting via email or through a file. Either scenario is useful if one of the users doesn't have Windows or MSN Messenger. This may involve a little more work but it is by no means difficult. Just take the following steps (geared toward the person who needs help) to complete this process:

1. Choose Start, then Help and Support. Under the heading labeled Ask For Assistance, click Invite a Friend to Connect to Your Computer with Remote Assistance.

2. Click Invite Someone to Help You. There are three options: Use Windows Messenger, which we already discussed, use email, or Save invitation as a file (the latter two work in the same way).

3. Type the email address of the person you wish to invite in the box provided and click Invite This Person. Or click Save Invitation as a File (as I said, both work the same).

4. Type your name in the box that says, "Enter your name: From (the name you would like to appear on the invitation)." After this, specify how long you want the invitation to last before it expires. The maximum time allowed by default (except for XP Professional) is thirty days. You should also come up with a password and communicate it through the message somehow.

5. Click Send Invitation (if you chose the email option) or Save Invitation (if you chose to save a file). Tell the person you sent it to that he must verify the message even though a warning may come up through Outlook or your browser. The file you are sending will either be called RcBuddy.MsRcIncident or RAInvitation.msrcincident.

6. In order to open the file, the person you sent the file to will have to double click it. They will then be shown the window from Remote Assistance asking for the password and the option to connect to your computer.

7. If he gets past this point, you will then be asked for permission to allow him to share control of your computer.

At this point, you should know how to start a Remote Assistance session. It's up to you and the person you're working with to fix the problem that required Remote Assistance in the first place. So make sure you trust the person you invite. The reasons are obvious.

Reconfigure the Expiration Date

In the last section, I mentioned how the maximum time allowed for a Remote Assistance invitation is thirty days. However, if the person sending the invitation has Windows XP Professional, he can set the expiration for 99 days through an option of the Remote Assistance wizard. And if you happen to get one of these invitations, you can keep accessing it for over three months. Just take the following steps with Windows XP Professional:

1. Click Start, then Run. Type in gpedit.msc and press Enter. This should open the Group Policy Editor.

2. Once in Group Policy Editor, double click on the left in order to bring up Local Computer PolicyComputer ConfigurationAdministrative Templates. After that, go to the right and double click. This will direct you to SystemRemote AssistanceSolicited Remote Assistance. A new window will open, called Solicited Remote Assistance Properties. This is where you will make all your changes.

3. Under the tab labeled Setting, click on the button labeled Enable. There is a box called Maximum ticket time (value). Roll this all the way up to 99. Go to the box called Maximum ticket time (units) and change it to Days.

4. Choose OK and exit out of the Group Policy Editor. At this point, you can send out Remote Assistance invitations that last 99 days.

In case you know someone with Window XP Professional and they are frequently asking you for help with their computer, you can perform the entire process I just laid out on their computer while you're in a Remote Assistance session. Just make sure that when you're done, you create a file invitation and send it to yourself (then set an embarrassing photo as their background so that they get in trouble - just kidding!).

Fixing the Problems and Conclusion

There are problems that can occur when trying to run a Remote Assistance session. And because this tool is dependent upon the Internet, that's where the problems take root. Most of the time, problems occur when one or both computers are operating on networks. If the network is running through an older router or cable/DSL modem, then it must support UPnP (Universal Plug 'n' Play) when doling out IP addresses or Remote Assistance probably won't work.

The firewall can also be a hindrance if either user doesn't use Windows Firewall, because Windows Firewall automatically allows the computer to communicate with the program sessmgr.exe (Remote Assistance). If either of you are using another firewall, you must manually configure it to allow the program to communicate data with the computer. You can also open port 3389, but this is a less secure method.

So far we've been talking about Remote Assistance as it's known on Windows XP. But did you know it also comes packaged with Windows Vista? For such a useful tool, it shouldn't be surprising. And since Vista is the next generation operating system for Windows, Remote Assistance comes better than ever.

In Vista, Remote Assistance is a standalone application that does not require the use of the Help and Support Center or Windows Messenger. Two people can connect to a remote computer at the same time and if you happen to log off, the session automatically reconnects. You can also pause sessions in case you need to turn your attention elsewhere. This new version uses less bandwidth and works better with low speed connections.

I hope you enjoyed this article on the basics of using Remote Assistance. It's not the most mind-blowing subject ever, but it can definitely be useful for those who find themselves constantly needing help and feel bad about having people come all the way over to their house for what they consider a minor problem. And that's a best case scenario. Here's to minor problems!