Remote assistance is a windows XP professional feature that enables a user to send a requestfor remote help. The helper, who may be an IT support professional, accept the request, and is able to then :
- Chat with user.
- See the user's desktop.
- Take shared control of the users computer if the user allows it.
- send files to and receive files from user.
ex. Suppose, if users computer has a malfunctioning driver, and you need to uninstall it. you can remotly run programs as an administrator of the computer and uninstall the driver.The you can send the correct driver to the user.
So this is how Remote assistance in Windows XP works .
for step by step procedure for configuring remote assistance download following file.
Module 8 : Configuring the desktop Environment (Remote assistance).
Note : This stuff is taken from Microsoft Official course 2272C Implementing and supporting Microsoft windows XP professional.
Step-by-Step Guide to Remote Assistance
Abstract
This guide helps you get started
using Remote Assistance, which allows an expert to connect to a novice's
computer and correct any problems directly. It includes the main scenarios used
to initiate Remote Assistance sessions.
- Introduction
- Remote Assistance: How it Works
- Using Remote Assistance
- Using Remote Assistance via Windows Messenger
- Using Remote Assistance via saving a file
- Using Remote Assistance via e-mailOffering
- Remote Assistance to a user
Introduction
Computer users, particularly users
without much technical expertise, often have configuration problems or usage
questions that are difficult for a support professional or even just a friend
or family member to diagnose and fix over the phone. Remote Assistance provides
a way for users to get the help they need and makes it easier and less costly
for corporate helpdesks to assist their users. Plus, experienced users can tap
Remote Assistance to directly help their friends and family members.
The fastest way to use Remote
Assistance is via Windows Messenger using the MSN® Messenger Service, described
in the first scenario below. You can also initiate Remote Assistance sessions
via e-mail, described in the second scenario below. Alternatively, you can fill
out a form and save it as a file.
After receiving a request for Remote
Assistance, the helper (expert) can remotely connect to a problem-PC and view
the screen directly to fix the problem. When you initiate a request for help,
the Remote Assistance client sends an XML-based encrypted ticket to the helper
who is prompted to accept the invitation.
Remote
Assistance: How it Works
Remote assistance uses Terminal
Services technology, allowing a helper to assist you via a remote Terminal
Services session. As shown in Figure 1 below, Remote Assistance uses a simple,
secure process in establishing a connection between you and a helper. The
request is encrypted in a public key and sent using XML.
Figure 1: A high level view of
Remote Assistance
Using
Remote Assistance
This guide describes the following
scenarios using Remote Assistance:
- Using Remote Assistance via Windows Messenger. This section shows how a home user initiates Remote Assistance via Windows Messenger to a trusted friend.
- Using Remote Assistance via saving a file. This section shows how to initiate a Remote Assistance invitation by saving the request as a file. This allows you to use Remote Assistance via Web-based e-mail such as Hotmail or other similar services.
- Using Remote Assistance via e-mail. This section explains initiating Remote Assistance via e-mail to a corporate Helpdesk. Home users can also follow this procedure to send a Remote Assistance request via e-mail.
- Offering Remote Assistance to a user. This section explains how to initiate a request to perform Remote Assistance on a user's computer in a corporate IT environment.
Configuration
Requirements
You can duplicate these procedures
in your own environment or lab by following the steps explained below. You will
need the following configuration:
- Two computers running Microsoft® Windows® XP Professional or Windows XP Home Edition. Both computers must be connected to the Internet.
Using
Remote Assistance via Windows Messenger
This section shows how a home user
initiates Remote Assistance via Windows Messenger to a trusted friend.
User Paul West has just installed
Windows XP Professional on his home computer and wants his My Documents folder
to appear on his desktop. Paul already has a Hotmail e-mail account and uses
Windows Messenger to stay in touch with friends. He turns to his friend and
trusted computer expert, Cynthia Randall, whom Paul has listed as one of his
Windows Messenger contacts. Cynthia is also running Windows XP and Paul can see
she's online. Paul decides to use Remote Assistance.
- Paul clicks Tools, clicks Asks for Remote Assistance, and chooses Cynthia's e-mail address, as shown in Figure 2 below.
Figure
2: Starting Remote Assistance with Windows Messenger
The
Windows Messenger window opens on Paul's computer as shown in Figure 3 below.
Figure
3: Inviting a friend for Remote Assistance
- Cynthia receives the invitation as an Instant Message. She clicks Accept.
- On Paul's computer, a dialog box appears indicating that Cynthia has accepted the invitation for Remote Assistance. To initiate a Remote Assistance chat session, Paul clicks Yes.
- Cynthia's computer attempts to connect to Paul's computer. When the remote connection is established, the Remote Assistance session begins on Cynthia's computer as shown in Figure 4 below.
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Figure
4: The expert's view of Remote Assistance
Note
the two Start menu buttons. The inside Start button controls Paul's computer
and the outside Start button controls Cynthia's computer. Cynthia can see
Paul's desktop including his chat window in addition to her own chat window on
the left side of the screen.
- At the same time, on Paul's computer, the Remote Assistance page opens. Paul explains his request in the message entry box and clicks Send.
- Cynthia enters her response on the text window as shown in Figure 5 below.
Figure
5: Using chat in Remote Assistance
- Cynthia clicks the Take Control button located in the top left corner of the screen, as shown in Figure 6 below.
Figure
6: Taking control of novice's computer
- Paul receives a notification dialog box asking him if he wants to allow Cynthia to take control. Paul clicks Yes.
Note
that although Paul can allow Cynthia to temporarily use his machine, he remains
in full control over the Remote Assistance session itself. Paul can end the
session immediately by clicking the Stop Control button (or pressing the
ESC key) in his Remote Assistance session.
In this
scenario, however, Paul wants Cynthia to fix his problem and continues to let
her control his computer. Cynthia can now use Paul's computer as if she were
sitting in front of his computer.
- Cynthia right-clicks the desktop, chooses New from the context menu and clicks Shortcut. The Create Shortcut wizard appears. Cynthia clicks Browse, navigates to My Documents and then clicks OK. The wizard enters the correct path. Cynthia clicks Finish to create the shortcut.
Sending
a file
Cynthia decides she would like Paul
to be able to do this task on his own next time.
- Cynthia opens Notepad, writes the procedure, names the file RAsupport.txt and saves it in her My Documents folder. She clicks the Send a File button at the top of the screen, clicks Browse and then clicks Send File.
- Paul receives notification that Cynthia is sending him a file. He clicks Save as and the My Documents folder opens as the default location for saved files. Paul clicks Save. Note that Paul can also decline to receive the file by clicking Cancel.
- A dialog box asks if Paul wants to open the file. Paul clicks Yes. The text file opens.
- Paul writes a message thanking Cynthia, clicks Send, then clicks Disconnect. A dialog box appears on Cynthia's computer informing her that the session has been disconnected.
Using
Remote Assistance via saving a file
This section shows how to initiate a
Remote Assistance invitation by saving the request as a file. This allows you
to use Remote Assistance via Web-based e-mail such as Hotmail or other similar
services.
In this scenario, user Jon Grande
initiates the same request as explained above.
- Jon clicks Start, clicks Help and Support, and under the Ask for assistance heading, he clicks Invite a friend to connect to your computer with Remote Assistance. The Remote Assistance page appears as shown in Figure 7 below.
Figure
7: Inviting someone to help you
- Jon clicks Invite someone to help you and selects Save Invitation as a file.
- Jon enters his message and clicks Continue.
- The Save File dialog box appears and Jon is prompted to save the file in his My Documents folder as shown in Figure 8 below.
Figure
8: Saving the Remote Assistance file
- Jon opens his Hotmail e-mail, attaches the file from his My Documents folder and sends the message to Cynthia Randall.
- Cynthia opens Jon's message, saves the attached file to her My Documents folder and opens it. The Remote Assistance Invitation box appears as shown in Figure 9 below.
Figure
9: Accepting the Remote Assistance request
- Cynthia enters the password and clicks Yes.
Note: Paul will
have needed to let Cynthia know what the password is in a separate
communication such as a phone call or secure e-mail. Typically, users should
relay the password via a phone call.
- The Attempting to Start Remote Assistance Session with Paul West box appears. Cynthia is able to begin Remote Assistance as explained in the previous example.
Using
Remote Assistance via e-mail
This section explains initiating
Remote Assistance via e-mail to a corporate Helpdesk. Home users can also
follow this procedure to send a Remote Assistance request via e-mail.
In this scenario, novice user Jon
Grande has a new computer running Windows XP Professional and logs onto the
corporate network in the fictional company named Reskit. A dialog box appears
informing Jon that he must contact a network administrator in order to install
antivirus software on his computer.
Instead of calling the corporate
Helpdesk, Jon elects to use Remote Assistance. He clicks Start menu, and
then clicks Help and Support to open the Help and Support Services page.
Jon clicks the Remote Assistance link.
- Jon clicks Invite someone to help you and enters the e-mail address helpdesk@reskit.com. He clicks Continue and the e-mail an invitation page appears. Jon enters his name in the From text box, types a message summarizing his problem, and clicks Continue. The next page appears showing options for setting an expiration time for the session and specifying a password.
- Jon leaves the default expiration time at 1 hour. Jon also sets a password and clicks Send Invitation, as shown in Figure 10 below. The wizard should confirm that the invitation was sent successfully.
Figure
10: Sending the invitation
Note : The
password should be something that is known by both Jon and Helpdesk. Jon will
have needed to relay the password in a separate communication such as a phone
call or e-mail.
- Helpdesk receives Jon's e-mail request for assistance and clicks the attached file to open password dialog box. Helpdesk enters the password and clicks Yes.
- Helpdesk can now remotely connect to Jon's computer. When the Remote Assistance screen opens showing Jon's desktop, Helpdesk clicks the Take Control button. With Jon's consent, Helpdesk can now control Jon's computer to diagnose his problem of not being able to install antivirus software. Helpdesk concludes that Jon needs to be a member of the Administrator's group on his own computer in order to install antivirus software.
Offering
Remote Assistance to a user
This section explains how to
initiate a request to perform Remote Assistance on a user's computer in a
corporate IT environment.
Configuring
Group Policy for Remote Assistance
Remote Assistance is especially
useful if you want to initiate troubleshooting on a user's computer. In order
to do this, you must enable the Offer Remote Assistance Local Group
Policy setting on your local machine. To do this:
- Click Start, Run, then type gpedit.msc. The local Group Policy editor appears on the screen, enabling you to adjust policies that affect the local machine. Note: Corporate domain Group Policy may prevent you from adjusting this policy.
- Under the Computer Configuration node, double-click Administrative Templates, double-click System, then double-click Remote Assistance.
- Double-click Offer Remote Assistance and select Enable as shown in Figure 11 below.
Figure
11: Enabling Local Group Policy to offer Remote Assistance
You can now initiate Remote
Assistance requests:
- Open the Help and Support Services Center, click Tools, and click Offer Remote Assistance.
- In the dialog box, enter the user's machine name as shown in Figure 12 below. Choose a user session if there is more than one.
Figure
12: Offering Remote Assistance
- The user receives a pop-up box showing that the Helpdesk person is initiating a Remote Assistance request. The user accepts and Remote Assistance can proceed.
