Release Date: July 20, 2004
Publisher John Kaiser
Microsoft Corporation
operating system
Summary
This guide is a "Remote Assistance" entry and remotely assisted the expert to connect the initiator's computer and resolve the problem immediately. It includes the main application context of starting the "Remote Assistance" session.
This page
Thanks, Remote Assistance: Working principles Using remote assistance via Windows Messenger uses remote assistance. Use remote assistance by saving files. Use remote assistance by email to provide remote assistance to users to manage remote assisted summary related links in corporate environments
thank
MahMood Dhalla, Project Manager, Microsoft Corporation
John Kaiser, Technical Writers, Microsoft Corporation
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Introduction
Computer users, especially those who don't have much technical expertise, often encounter such configuration issues or use issues, technical support personnel or friends, and family members are difficult to diagnose and resolve by phone. "Remote Assistance" provides users with a way to obtain the helpful ways, which allows the company's technical support to help users with assistance and save costs. In addition, experienced users can use "Remote Assistance" to help their friends and family members.
The fastest way to use remote assistance is through Windows Messenger (using MSN? Messenger service), which explains the first set of schemes of this document. You can also launch the Remote Assistance session via email, and see the second set of schemes for this document. In addition, you can fill in a form and save it as a file.
After receiving the Remote Assistance request, the help staff (experts) can be remotely connected to a problematic PC, directly view the screen and solve the problem. When you start a help request, the remote assisted client sends a help person to an XML-based encrypted bill, prompting it to accept the invitation.
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Remote assistance: Working principle
Remote Assistance uses terminal service technology, allowing help staff to help through remote "Terminal Services" sessions. As shown in Figure 1 below, remote assistance uses a simple and secure process when establishing a connection between your contacts. The request is encrypted by the public key and transmitted using XML.
Figure 1: Top view of remote assistance View big graph.
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Use remote assistance
This guide will introduce the following uses "Remote Assistance" options:
• Use remote assistance with Windows Messenger. This section explains how home users will help with friends through Windows Messenger. • Use remote assistance by saving files. This section describes how to issue a remote assistance invitation by saving the request as a file. It allows remote assistance by web-based email (such as Hotmail) or other similar services. • Use remote assistance via email. This section explains how to launch remote assistance by sending an email to the company's technical support. Home users can also follow this step to send remote assistance requests by email. • Provide users with remote assistance. This section describes how to initiate a request for remote assistance on the company's computer. • Manage remote assistance in the company's environment. This section briefly provides an instructions to the administrator to manage remote assistance in the company's environment.
Configuration requirements
You can repeat these processes in your own environment or laboratory. Follow the steps below. You need the following configuration:
• Computer running Microsoft? Windows® XP Professional or Windows XP Home Edition. Both computers must be connected to the Internet.
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Use remote assistance with Windows Messenger.
This section explains how home users will help with friends through Windows Messenger.
User Paul West is just installing Windows XP Professional on a computer in your home. He wants to display the "My Document" folder on the desktop. Paul already has a Hotmail email account and keep in touch with friends with friends in WINDOWS Messenger. He helped his friend (also computer expert) CYNTHIA RANDALL. Paul has listed her a Windows Messenger contact. Cynthia is also using Windows XP, so Paul can see her online. Paul decides to use remote assistance. 1. Paul Click Tool, click Remote Assistance, then select CyntHIA's email address, as shown in Figure 2 below.
Figure 2: Launching remote assistance using Windows Messenger View larger image.
The Windows Messenger window will open in the PAUL computer, as shown in Figure 3 below.
Figure 3: Inviting friends to provide remote assistance to view larger images.
2. CyntHIA accepts an invitation sent in an instant message. She clicked accepted. 3. A dialog box will appear on the Paul's computer to display the invitation to provide remote assisted by CyntHIA. To launch a remote assistance chat session, Paul clicks is. 4. CyntHIA's computer will try to connect to the PAUL computer. After establishing a remote connection, the remote assistance session is started on the computer of CyntHIA, as shown in Figure 4 below.
Figure 4: View a view of the remote assistance expert party View big picture.
Note these two "Start" menu buttons. The inside "Start" button controls the PAUL computer, and the "start" button on the outside controls the computer of CYNTHIA. In addition to seeing their own session windows on the left side of the screen, Cynthia can also see Paul's desktop, including his chat window. 5. At the same time, the "Remote Assist" page will open on the PAUL computer. Paul describes its request in message input, and then click Send. 6. CyntHIA can enter her reply in the text window, as shown in Figure 5 below.
Figure 5: View larger image using chat features in remote assistance.
7. CyntHIA Click the Get Control button in the upper left corner of the screen, as shown in Figure 6 below.
Figure 6: Get control of the initiator computer
8. Paul will receive a notification dialog asking if he allows CyntHIA to get control. Paul Click Yes. Although Paul allows Cynthia to temporarily use his computer, he still has all control over the remote assistance session itself. Paul can immediately end the session immediately by clicking the stop control button (or pressing the ESC button). Of course, in this program, Paul hopes that Cynthia can solve his problem, so it will continue to control his computer. Now, Cynthia can use its computer as you sit in front of the PAUL computer. 9. CyntHIA Right-click on the desktop, select New from the context menu, and then click Shortcut. Display Create Shortcut Wizard. Cynthia Click Browse, locate your documents, and then click OK. Type the correct path. Cynthia clicks to create a shortcut.
Send File
Cynthia hopes that PAUL will complete this work next time.
1. CYNTHIA Opens the Notepad, write down the entire process, name it Rasupport.txt, then save it to her "My Document" folder, let's click on the send file button on the top of the screen, click Browse, then Click Send File. 2. Paul Received Notifications: CYNTHIA is sending a file to him. He clicked as a button, and my document folder will be opened as the default file. Paul Click Save. Note: Paul can also click to cancel the file. 3. The dialog that is displayed at this time will ask if Paul opens the file. Paul Click Yes. This will open the text file. 4. Paul wrote a message thanks to CyntHIA, click Send, and then click Open. A dialog box will appear on the computer of CyntHIA to inform her that the session has been disconnected. Back to top
Use remote assistance by saving files.
This section describes how to issue a remote assistance invitation by saving the request as a file. It allows remote assistance by web-based email (such as Hotmail) or other similar services.
In this scenario, the user Jon Grande issues the same request as the previous content.
1. Jon Click Start, click Help, and Support, click Request Help to invite your friends to connect to your computer with remote assistance. The remote assist page is displayed, as shown in Figure 7 below.
Figure 7: Invite someone to help you see the big picture.
2. Jon Click Invite someone to help you, then select Save the invitation as a file. 3. Jon Type the message, click Continue. 4. Display the save file dialog and prompt Jon to save the file in my document folder, as shown in Figure 8 below.
Figure 8: Save the remote assistance file View larger image.
5. Jon Opens Hotmail Email, attached the file in the "My Document" folder, and then send the message to Cynthia Randall. 6. Cynthia Opens Jon's message, save the attached file to her "My Document" folder, and open it. The Remote Assist Invitation box is displayed as shown in Figure 9 below.
Figure 9: Receive a remote assistance request to view larger image.
7. CyntHIA Type your password, and then click Yes. Please note: Paul should let CyntHIA know the password through additional communication methods (such as phone or secure email). Typically, the user should inform the password by phone. 8. Display At this point is attempting to start remote assistance session dialogs with Paul West. As with the previous example, CyntHIA can now start remote assistance.
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Remote assistance via email
This section explains how to launch remote assistance by sending an email to the company's technical support. Home users can also follow this step to send remote assistance requests by email.
In this scenario, the beginner Jon Grande has a new computer running Windows XP Professional. He logged in to a network named Reskit's fiction. A dialog will appear on the screen, reminding Jon to contact the network administrator to install anti-virus software on your own computer.
Jon chose to use the Remote Assistance feature without calling the company's technical support department. He click the Start menu and then click Help and Support to open the Help and Support Services page. At this time, Jon Click the Remote Assistance link.
1. Jon Click Invite someone to help you and type email address helpdesk@reskit.com. He click Continue, and the invitation page is sent with email. Jon Type your own name from the text box, type a message message, and then click Continue. The options shown in the next page can be used to set the time and specified password for the session expiration. 2. Jon retains the default expiration time (1 hour). He also set a password, then click Send Invitation, as shown in Figure 10 below. The guide is confirmed that the invitation has been successfully sent. Figure 10: Send an invitation to view the big picture.
Please note: The password should be that Both Jon and the Help Control Center know. Jon should send passwords to the past through additional communication methods (such as telephony or email). 3. After the technical support receives the email request assisted by JON, click the additional file to open the password dialog box. After the technical support department enters the password, click Yes. 4. Now, the technical support department has been connected to Jon's computer via a remote manner. When the "Remote Assist" screen of the Jon desktop is turned on, the technical support department can click the Get Control button. After getting Jon's consent, the technical support can control Jon's computer, helping him diagnose problems that cannot be installed against anti-virus software. The technical support department concludes that Jon needs to be a member of the Administrator group on its computer to install anti-virus software.
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Provide remote assistance to users
This section describes how to initiate a request for remote assistance on the company's computer.
Configuring a network policy for remote assistance
If you want to troubleshoot a computer's computer, remote assistance is especially useful. To implement the above tasks, you must enable remote assisted local group policy settings on your local computer. to this end:
1. Click Start, click Run, and type GPEDIT.MSC. The local group policy editor appears on the screen to adjust the Group Policy that affects the local computer. Please note: The company's domain policy may disable the adjustment of this policy. 2. On the Computer Configuration Node, double-click the management template, double-click the system, then double-click Remote Assistance. 3. Double-click to provide remote assistance, then select Enable, as shown in Figure 11 below.
Figure 11: Enabling local group policies to provide remote assistance to view larger images.
You can now start a remote assistance request:
1. Open Help and Support Center, click Tool, and then click Provide Remote Assistance. 2. Enter the user's computer name in the dialog, as shown in Figure 12 below. If there are multiple user sessions, select one of them.
Figure 12: Providing remote assistance View larger image.
3. Users will receive a pop-up dialog that the staff of the technical support department launches a remote assist request. After the user accepts, you can start remote assistance.
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Manage remote assistance in corporate environments
When managing remote assistance in the company's environment or large organization, you need to consider a few questions. You can specify an open environment where employees can receive remote assistance from the company's firewall. It is also possible to restrict remote assistance and specify different permission levels through Group Policy, such as remote assistance from the company's firewall inside.
Configure port 3389 to enable remote assistance
"Remote Assistance" runs on the upper layer of terminal service technology, which means it requires the same port that has been used using terminal services: port 3389. For more information on using and configuring ports, see Microsoft Microsoft Knowledge Base.
Please note: If the person being assisted is behind the firewall, NAT or ICS, the remote assistance can still be used normally when it is a Windows Messenger to start a session with Windows Messenger. However, as mentioned above, remote assistance will not be used normally when the output communication of port 3389 is blocked.
Use remote assistance in a household network
If your home uses your personal firewall or NAT, you can use remote assistance without any special configuration. But if your home has a firewall similar to the corporate firewall, the above restrictions apply to you: You need to open port 3389 to use Remote Assistance. Back to top
to sum up
Write the purpose of this guide to help you start using the Remote Assistance feature in Windows XP.
For users who need to answer troubleshoot or repair computer failures, "Remote Assistance" provides a new solution. Beginners can be said to benefit: they can get direct help from friends or technical support. This is also beneficial for IT professionals: they can help with friends, family members, or colleagues.
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Related Links
Get feature information about "Remote Desktop" in Windows XP, see Improved Mobile ComputinTtp: //www.microsoft.com/technet/prodtechnol/winxppro/evaluate/MBLXP.MSPX []
To get more information about Windows XP, visit Microsoft Windows XP Web Site At TechNet
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