RA - messager initiated

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Remote Assistance (RA)

Remote Assistance is a relatively new technology (introduced with Microsoft XP and significantly enhanced with Microsoft Vista) and allows a support person to connect to a users PC and view everything the user is doing on his machine, and if the user allows it the support person can take over control of the keyboard and mouse of the users PC to correct a problem and/or to show the user how a particular function is done.

Remote Assistance will only work if you have a broadband Internet connection (ADSL, T1 or similar).

The following screen captures will show you how you can initiate an RA session using your MS Live Messenger, an alternative using E-mail is shown here. Additional information on RA can be found on the Microsoft web site, currently on this page for XP or on this page for Vista.

Should you not know Microsoft Live Messenger (in the past this was called MSN Messenger) then please check the Microsoft site for details on what it is, how to install and use it.

You should first arrange with us via Live Messenger (or e-mail) a date and time when you would like us to connect to your computer using RA. We normally will be available on work days in between the hours of 15:00 and 18:00 (GMT +1, European Central Time - Paris).

Currently this service is provided free of charge for licensed users only, however we might charge an hourly charge or a per session charge in the future.

We are aware that there are problems with this related to certain ADSL modems (e.g. the Orange LiveBox in some configurations does not work as it does not support UPnP which is needed to get this working).

To initiate an RA session using Live Messenger you need to create an account for our support Live ID.

01-createcontact1

At this point you can initiate an RA session by using your mouse and right clicking on the account you just created and select the option “Start an activity.

02-startactivity

On the window which opens select the option “Request Remote Assistance”.

02b-startactivity

When we start the RA session you will see a window like below (note that the user ID is wbruhin and not support), you have to click on the “Yes” button for us to be able to view your PC’s screen.

03-acceptconnection

At this point we will be able to see what is on your PC’s screen and what action you are performing. In the “Message entry” section you can type questions and we can respond to them. At any point you can disconnect the session by clicking on the appropriate button.

10-ra controlscreen

Should we need to have control of the mouse and the keyboard we will request it and you will see the following screen, you need to click on the “yes” button for us to take control. At any point can you cancel the control by pressing the “Esc” key (top left of your keyboard) and we will only be able to see your PC’s screen but can no longer control the keyboard and/or mouse.

11-requestcontrol


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