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Using Remote Assistance in Windows XP

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4 replies

by marya

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We have just gone to Windows XP for our new pc's.
For troubleshooting we were using pcAnywhere.
But on these machines we tested the remote assistance to ensure that we could take over the machines and assist users.
The tests worked great but today I am trying to assist a user at a remote site.
I have taken control but am unable to do anything.
I can see what the user is doing (which is great) but I need to be 'in control' so that I can take care of the problem.
Any ideas?
I have added our admin account to the remote tab in System in control panel but still no luck.
HELP, please and thank you,
Mary

4 replies

by jason pilarski

try resending the help operation. I have been taught that sometimes the connetion doesn't work like it should, in which case you should disconnect and reconnect with them

by marya

Thanks for the information but I have tried several times to disconnect then reconnect.
Still no luck.
Any other ideas?

by jason pilarski

first of all, you both have to either have instant messenger, windows messenger or msn messenger are good. if not, you have to have MAPI-compliant email system such as Outlook or Outlook Express. Both people must be connected to the internet. If the person asking for assistance disconnects and then reconnects, you must resend the invitation to the person you are contacting. If you are using a firewall, you need to open port 3389 TCP/IP, which is the port for remote access

by marya

Thanks again for your answer.
The user does not have instant messenger or windows messenger or msn messenger - against company policy for this.
But we use Outlook company wide.
I did another test with our system/network administrator and we got it to work as we are administrators on the machines.
If the user is not it doesn't work.
Unless you have a different suggestion.
The sys/network admin says we go through the same firewall.
Any other ideas?

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