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Windows XP Remote Assistance |
by Dan DiNicolo
Last week I covered one of my favorite new features in Windows XP, the System Restore feature. This week I’ve decided to cover another exciting new capability that I’m sure will be a major help to system administrators who also have responsibility for support users – the Remote Assistance tool.

This new tool in Windows XP is one that really has the potential to help companies reduce administrative costs if used correctly. Essentially what the tool allows is for a user to request help from another user via email – giving that user the ability to take over their PC for the purpose of showing them how to carry out a task, or to troubleshoot a problem they may have encountered. Imagine if you or your help desk staff could remotely connect to a user’s PC as if that PC was functioning as a terminal server – think of that and you’ve got the picture.

But wait, there’s more! Once the remote user has connected to the troublesome system, they can chat with the user, and not just using the keyboard – on a LAN connection, users can communicate using speakers and a microphone if available. I think I’ll still stick to the phone, though.

The actual process of initiating a remote connection is simple enough, as are the requirements – both PCs must be running Windows XP to begin with, and the user requesting support is going to need a properly configured email client (or MSN Messenger), since the request will be sent using email.

To begin requesting help, a user simply needs to access Help and Support from the Start menu and choose ‘Invite a friend to connect to your computer using Remote Assistance. One important note right off the bat for those running a personal home firewall – in order for the other user to help you, you must allow access on port 3389.

The Remote Assistance tool walks you through a series of steps to allow another user to connect, as shown below:

Note that options exist to ask for support using either MSN messenger or via email:

After the email address has been entered, a user simply needs to select ‘Invite the person’ and the screen allows an email message to be composed to the recipient, explaining the problem or simply asking for help. After the message has been composed, the user gets to control for how long the invitation remains valid, as well as configuring a connection password. The valid invitation time can be adjusted later if necessary.

After the invitation has been sent, the user has the ability to change its configuration is required. It is worth noting that you will have to provide the password to the user in some additional manner, since it will not be included in the message that is sent. As for that message, it looks a little something like this:

Note the attachment called rcBuddy.MsRcIncident. This is the file that should be opened in order to initiate the connection. It will automatically open a window prompting you for the password the other user created for you.

If the connection is successful, you will be able to chat in real-time and potentially have the ability to remotely control their keyboard and mouse if they allow. The user will be notified of your connection prior to its establishment and they’ll need to authorize it. You also have the ability to do a variety of useful things including exchanging files with the connected system.

This is a tool that can clearly be beneficially to companies as part of their user support strategy if users are trained properly. To that end, it offers a great deal to companies who have to support remote users, and will benefit companies that provide user support to smaller clients – hopefully saving a trip in person at least some of the time. My only qualm with the tool is the biggest limiting factor – it only works if both systems are running Windows XP. While I can understand that on the side of those asking for help, it severely limits the potential for providing it. I guess it not really that big a surprise, though.

Dan DiNicolo is an independent contractor based out of Toronto, Canada. He has worked as a technical trainer and consultant for a variety of corporate clients in Canada, the United States, and Germany. He is available for a variety of consulting assignments. You can contact him at dan@2000trainers.com.

Article originally published at http://www.2000trainers.com/windows/coursesandarticles/reviews/xpassist.html.