Remote Support for Windows PCs

From ITCH

For some clients ITCH may be able to help by connecting to their PC and remotely viewing the client's screen while they demonstrate the problem or taking over the keyboard/mouse remotely and operating the client's PC.

There are many systems for doing this - some of them free for non-commercial use. However Windows XP has built in methods which are discussed here.

Once the two PCs are connected the remote user can observe the PC screen being used and offer advice - or take over the remote keyboard and mouse and operate the PC directly. This is very easy and effective.

In the context of ITCH Network this could improve support where travel distance to the client is large or time available to assist is restricted. You also need a fairly PC savvy client and it would be best used after an initial visit so you have a known situation at the remote end.

A separate voice call is recommended throughout the session but particularly during set up of the connection, as this is where the most-likely difficulties arise.

The person needing assistance (called the Novice by Microsoft, the person helping is called the Expert) needs to invite the Expert in. Passwords, time limits etc. are available to prevent unwelcome visitors.

Both PCs need to be connected to the internet. Directly via a modem, narrowband or broadband makes the link easy - if via a network (router and firewalls) it can be more difficult.

There are two methods of making the connection between the PCs.

MSN Messenger

Using MSN Messenger makes setting up the link easy. Security is provided by setting Messenger to only allow people in the addressbook to connect, the user logon and by the Novice having to invite the Expert in. It also resolves the problems of getting through firewalls as the remote connection piggybacks on Messenger.

Email method

The email method of making a Remote Assistance connection also works but makes it more difficult to get through firewalls etc. Here the link is established via the sending of an email containing an attachment (with file name rcBuddy.MsRcIncident). The Expert opens this attachment and the Remote Assistance function establishes a link.

Additionally, if neither of these methods can be made to work, it is possible to save the invitation as a file on the Novice's PC and then separately email or use a floppy disk/CD to get the invitation file to the Expert's PC (more below).

Once connected, the system is very easy to use - the Expert's PC shows the full client screen at a reduced size or toggles to a full size view to see details. Actions taken by the novice can be seen on the Expert's PC. The Expert can ask the Novice to be allowed to take over control of the keyboard and mouse. If agreed, the Expert is then in full control of the Novice's PC.

Procedures

1. Initial setup (Novice's PC)

It is suggested that the ITCH rep performs this when visiting the client. Go to Control Panel, double-click "System" (or right-click on My Computer, select properties). Then click on the "Remote" tab; turn on the check box "Allow Remote Assistance invitations to be sent from this computer". Click on the "advanced" button and check the "allow this computer to be controlled remotely". Optionally, set the maximum open time for invitations to be 30 days and click OK (reason: this allows the Expert to initiate connection to the Novice's PC up to a maximum of 30 days following the remote assistance invitation being sent provided the IP address of the Novice's PC has not changed. This is only useful if the Novice's PC is connected through a router (more common nowadays). If connected through an unpowered modem, a new IP address will be obtained each time the PC is switched on.) Click the OK button.

2. Novice making a Remote Assistance call

From the Start / programs menu select "Remote Assistance". If this icon cannot be found, from the Start menu select "Help and Support" and enter search text of "Remote Assistance". From the returned results, select "Remote Assistance"

In the right-hand part of the Window that opens, click on "Invite someone to help you".

There are 3 methods to send out an invitation:

- via Microsoft Windows Messenger (but it is NOT a MUST to use it!).

- via e-mail using the default mail client on the Novice's PC provided it accepts new mail invocation from another program. Outlook, Outlook Express and Eudora all do.

- via "Save invitation as a file" (allowing other e-mail programs or even floppy disk transfer).

Complete the requested information on each screen, remembering it is important to specify a password.

3. Expert responding to a Remote Assistance call

It is recommended that the Novice and Expert are on the telephone so that messages on the Novice's PC can be explained. Check that the Novice is on-line. Double-click the RAInvitation.MsRcIncident file (if invitation was a saved file) or the rcBuddy.MsRcIncident file if emailed. Follow the instructions - note you will need to know the password set by the Novice.

The Novice PC will display a message stating that "{name of expert} has accepted your remote assistance invitation and is ready to connect to your computer. Do you want to let this person view your screen?" Ask the Novice to click/select "yes".

The expert can see the Novice's screen. There is a button to "Take Control" of the Novice's PC. If clicked, the Novice is asked to confirm this is OK.

Known Problems

1. Error message

When trying to send an invitation from the Novice's PC, you get “A program could not start” message.

Trying to locate this message on MS-Knowledgebase produces some suggestions but most relate to use of policies on XP-Pro.

If you have this problem on XP-Home, then refer to http://support.microsoft.com/kb/900904 which unfortunately is not found when you search for the actual error message you receive, instead it refers to “A program has not started” – confusing, yes!

This knowledgebase article offers two alternatives to solving this problem. For this editor, there was no “Remote Desktop Help Session Manager” available in the services list so I had to revert to the safe boot option to enter the "sessmgr –service" command to get it to appear (trying this when normally booted had no effect). It was there after a normal boot though not running. Starting a remote assistance request causes it to start running and the error message did not re-appear.

2. ZoneAlarm Firewall

Windows Firewall automatically opens the required port (3389) on the Novice's PC when a Remote Assistance request is being processed (note: no special action is required on the Expert's PC). ZoneAlarm firewall does not open this port and therefore blocks the remote assistance request. Unless the Novice has ZoneAlarm Pro, the easiest method to overcome this is to turn on Windows firewall, turn off ZoneAlarm firewall (in that sequence!) and then establish the remote assistance session. At the end of the session, a re-boot of the Novice's PC will re-start ZoneAlarm and ZoneAlarm will detect that Windows firewall is active and disable it without any intervention required by the Novice.

If ZoneAlarm Pro is being used, port 3389 can be opened before the remote assistance session is started.