Remote Assistance on Windows XP

Written by: Keith Fenske, http://www.psc-consulting.ca/fenske/
First release: Monday, 17 April 2006
Last revised: Friday, 23 February 2007
Copyright © 2006, 2007 by Keith Fenske. All rights reserved.

Introduction

Windows XP and later have a built-in feature called "Remote Assistance" where another computer can see your display (monitor, screen), and may optionally control your computer with a remote keyboard and mouse, while you watch. This was intended by Microsoft for IT support to resolve problems on remote computers, but works equally well for giving demonstrations to one other computer at a time.

Both computers must be running Windows XP (any edition) or later. Unlike the "Remote Desktop" feature, Remote Assistance is not available on Windows 2000 or earlier, or on Macintosh computers. Your Windows XP computer has on-line documentation for Remote Assistance in Windows Help, or you may refer to the following web pages:

Using Remote Assistance to Get Help When You Need It
http://www.microsoft.com/windowsxp/using/helpandsupport/learnmore/remoteassist/intro.mspx
Step-by-Step Guide to Remote Assistance
http://www.microsoft.com/technet/prodtechnol/winxppro/maintain/rmassist.mspx
How to use remote assistance in Windows XP
http://www.windowsnetworking.com/articles_tutorials/wxprmass.html

The computer requesting help is called the "novice" computer. The computer giving the help is called the "expert" computer.

Procedure on "Novice" Computer

The novice computer must do more work to establish the connection than the expert computer. While ironic, this is necessary to protect the security of the novice computer.

Remote Assistance must be turned on, must be enabled in the Windows Firewall (if active), and optionally, the monitor's resolution should be reduced so that the remote computer can easily view the entire screen. An invitation must be sent to the remote computer. The remote computer opens the invitation and connects with a password. The remote connection must be accepted by the person using the novice computer. When finished, disconnect the remote session, cancel the invitation, and restore the monitor's resolution back to normal. It is usually not necessary to turn off the Remote Assistance feature or to disable it in the Windows Firewall.

(1) To turn on Remote Assistance, right click on the "My Computer" icon on the desktop, left click on Properties. (Alternatively, go to Control Panel, System.) Left click on the Remote tab. Make sure the option "Allow Remote Assistance invitations to be sent from this computer" is selected. If you want the remote computer to be able to take control of your computer (after Windows asks for your permission, of course), click on the Advanced button and make sure the "Allow this computer to be controlled remotely" option is selected. Click OK to close these dialog boxes.

(2) To enable Remote Assistance in the Windows Firewall (if active, Windows XP SP2 or later), go to Control Panel, Windows Firewall icon. If your firewall is presently turned off, then close this dialog box and do nothing more. If the firewall is turned on, then click on the Exceptions tab and make sure that the "Remote Assistance" option is selected. Click OK to close this dialog box. Close Control Panel. Note: if you are using a different firewall, then you may need to open TCP/IP port 3389.

(3) As an option, you can reduce your display resolution to make your screen easier for the remote computer to view without scrolling or scaling. To change the display resolution, right click on your desktop wallpaper and left click on Properties. (Alternatively, go to Control Panel, Display.) Left click on the Settings tab. Write down the current value for the "Screen resolution" slider; then change the slider to a smaller size such as 800x600 pixels. Click the Advanced button. In the General tab, write down the current "DPI setting"; then change this to "Normal size (96 DPI)". Click OK to close these dialog boxes. Let Windows do whatever it wants to adjust the screen, even restarting if necessary (recommended).

(4) Issue the invitation as follows:

Start button, Programs, Remote Assistance.
Click "Invite someone to help you".
Click "Save invitation as a file (Advanced)".
Set the expiration time, if desired, and click the Continue button.
Choose a password that is easy to communicate, because this password is temporary.
Click the "Save Invitation" button. The invitation is usually saved as a file called "RAInvitation.msrcincident" in your "My Documents" folder.
E-mail this file as an attachment to the person you are asking for help. If you are using a web-based e-mail program such as Hotmail or Yahoo, then you should first ZIP the invitation file and send the ZIP file by e-mail instead, because otherwise web-based e-mail programs always seem to corrupt these invitations.
Communicate the password separately, for example, by telephone.

Note that you will be given two other choices for issuing an invitation (Windows Messenger or MAPI-compliant e-mail program). These may work for you. However, the third method of saving the invitation to a file always works for everyone.

(5) When the remote computer connects to your computer, you will receive a message asking, "Do you want to let this person view your screen and chat with you?" Click the Yes button. You now have a remote session. When finished, click the Disconnect button to end the session. You can cancel the remote invitation by selecting the invitation in "View invitation status" and clicking the Delete button. Close the "Help and Support Center" window. You may, if you wish, delete the remote invitation file.

(6) If you changed your display resolution in step (3), then restore the original settings. It is recommended that you restart your computer to make sure the display settings are correct.

(7) You may, if you wish, disable Remote Assistance in Control Panel, System or Windows Firewall.

Procedure on "Expert" Computer

You must be running Windows XP Home or Professional (or newer). You must be connected to a shared network (usually the internet).

(1) You will receive a remote assistance invitation by e-mail, as an attached file usually called "RAInvitation.msrcincident". Save this attachment onto your hard drive, usually in your "My Documents" folder. With the "My Documents" icon or "Windows Explorer", browse to where you saved this invitation file and double click on the file name or icon. Type the password and click the Yes button.

(2) Wait until the person using the "novice" computer agrees to your connection. You now have a remote session. Use the "Take Control" button if you want to effect some action on the novice computer (subject to permission from the person using the novice computer).

(3) Use the Disconnect button when finished. Close the "Remote Assistance" window. You may, if you wish, delete the invitation file.