Windows 7 - How to Use Remote Assistance

Transcription

1 Remote Assistance in Windows 7 Remote access is a powerful feature that has been a part of the Windows platform since Windows XP. Previously this was available only to businesses for desktop support and employee access to resources at the office. With the release of Windows XP, Microsoft introduced two technologies, Remote Desktop and Remote Assistance. Remote Desktop (requires Windows Vista or 7 Professional at a minimum) focuses on business use and integrates with Microsoft technologies such as Terminal Services to support so-called dumb terminal access. More specifically, a dumb terminal provides access to resources managed through a centralized server accessed through a client computer with a display, keyboard and mouse, there is no need for a physical PC like you would have on your desk at home. Remote Assistance which is described in this document is targeted to the home user, although it is still useful in small business scenarios for help and support technicians. Remote Assistance allows you to do a number of things: Ability to share your Windows 7 Desktop with another user Ability to share control of computer peripherals: Mouse and Keyboard Peer to Peer connection without a relay server, meaning, Remote Assistance works just as well with two computers over a LAN (Local Area Network) just as it would over the Internet (WAN). Remote Assistance in Windows 7 introduces a new feature called 'Easy Connect' which simplifies the process of connecting to another PC remotely even further. When a connection is established between both computers, contact files are exchanged which creates a trust relationship. This further simplifies future connections that are made without the need for a password. Let s take a look at inviting someone for help using Remote Assistance Easy Connect: There are multiple ways of inviting and offering assistance, let s take a look at connecting from the Novice side and accepting from the Expert side. Click Start, Type: Assistance in the Search box 1 P a g e

2 Hit Enter There are multiple options available to authorize the connection. If you use a web-based provider like Gmail or Yahoo! mail, you can save the invitation as a file and send it as an attachment to the person who will be helping you. If you use a client-based service like Microsoft Outlook or Mozilla Thunderbird, you can click Use to send an invitation to help automate this process. The person assisting you will need that file and the 12 digit alphanumerical password that appears on the screen in order to connect to your computer. In this example we will try to use the Easy Connect option to connect the two computers. For this method, both computers will connect to a remote server and, using a password, they can find and connect to each other. Both computers must be on a network that allows such connections some businesses may have firewalls that prevent Easy Connect from working normally. Inviting a friend or family member for help 2 P a g e

3 This is the Helper password which you will tell the Expert to gain access to your desktop. Once you have established your connection with the Expert who will be assisting you with your problem, the Expert will connect to your machine with the password generated by Windows Remote Assistance. Let s take a look at connecting from that side of the fence: Using the Easy Connect wizard to help a friend or family member. 3 P a g e Enter the password generated by the person requesting assistance.

4 Your Windows Remote Assistance session will now begin: The above screenshot shows the person viewing the desktop of the individual in need of help. 4 P a g e Both persons can initiate a chat session to help communicate and explain the problem.

5 Requesting and granting control of your desktop A person seeking help can share their desktop which will allow the Expert to use the mouse and keyboard to help solve their problem. In this scenario, the Novice doesn't know how to hide desktop icons; the Expert is showing them how to do so. Note: You can quickly stop sharing your desktop by clicking 'Stop Sharing' located on the Chat window. 5 P a g e

6 Summary Remote Assistance makes the troubleshooting experience on the PC seamless, replacing the lengthy phone calls in which you tried to explain what your PC is going sometimes using psychic abilities to solve a problem or waiting to have a service technician come on-site. With Windows 7, Remote Assistance is even easier to use. Troubleshooting: If you experience problems trying to connect or invite, try these suggestions: Ensure that your network location is set to 'Home' in Network and Sharing Center. Microsoft provides a tool for testing your router for Peer-to-Peer technologies such as: Universal Plug and Play or Teredo (Network Address Translator). 6 P a g e