Using Remote Assistance

Start a Session with E-Mail
   
This section explains initiating Remote Assistance via e–mail to a corporate Helpdesk, although you can also send a Remote Assistance request via e–mail to a friend, colleague, or support professional.

To initiate Remote Assistance via e–mail

  1. Click Start, and then click All Programs, then click the Accessories folder then choose Remote Assistance.
     
  2. Click Invite someone to help you, and then enter the e–mail address of the friend, coworker, or support professional. Click Continue. The E–mail an invitation page appears.
     
  3. Enter your name, and then type a message summarizing your problem. Click Continue. Set an expiration time for the session, and specify a password.  Note: You must relay the password to your friend, coworker, or support professional in a separate communication such as a phone call or e–mail.
     
  4. Click Send Invitation, as shown below.

    Remote Assistance – – E–Mail an Invitation Page

 

The wizard confirms that the invitation was sent successfully.

Note: Some computers will ask permission to use your email, If this happens, you may give it access by clicking Yes.

 

Using a Remote Accesses Session.

If your friend accepts the invitation and starts to take control of your computer, you will see a dialog box asking you to confirm permission. Click Yes if you want to continue.

Note:  Although you relinquish control of your computer temporarily, you retain control over the Remote Assistance session itself. You can end the session immediately by clicking the Stop Control button (or pressing the ESC key).

Your expert coworker receives the invitation as an email message and performs the following steps to accept, take control of your computer, and begin helping:

  1. Open the attachment in the email message.
     
  2. Click Accept.
     
  3. A dialog box will ask for the password to initiate the Remote Assistance session.
     
  4. Enter the password and click Yes. When the remote connection is established, the Remote Assistance session will open as shown in Figure 2 below.

The expert’s view of Remote Assistance

Figure 2. The expert’s view of Remote Assistance
 

  1. Click the Show Chat button in the top left corner of the screen.

    Note:  When the Remote Assistance session opens, you will see two Start menu buttons. The outside Start button controls your computer, the inside Start button controls the computer that you are assisting.

     
  2. Click the Take Control button. This button is located just above the taskbar. At this point, the person who sent the invitation must confirm permission for you to take control.

After you take control, you can work on the remote computer, using the mouse and keyboard as normal, to help the other person.