Section 13.2. Remote Assistance


13.2. Remote Assistance

You may think you know what stress is: deadlines, breakups, downsizing. But nothing approaches the frustration of an expert trying to help a PC beginner over the phonefor both parties.

The expert is flying blind, using Windows terminology that the beginner doesn't know. Meanwhile, the beginner doesn't know what to look for and describe on the phone. Every little step takes 20 times longer than it would if the expert were simply seated in front of the machine. Both parties are likely to age ten years in an hour .

Fortunately, that era is at an end. Windows' Remote Assistance feature lets somebody having trouble with the computer extend an invitation to an expert, via the Internet. The expert can actually see the screen of the flaky computer, and even take control of it by remotely operating the mouse and keyboard. The guru can make even the most technical tweaksrunning utility software, installing new programs, adjusting hardware drivers, even editing the Registry (Appendix B)by long-distance remote control. Remote Assistance really is the next best thing to being there.

13.2.1. Remote Assistance: Rest Assured

Of course, these days, most people react to the notion of Remote Assistance with stark terror. What's to stop some troubled teenager from tapping into your PC in the middle of the night, rummaging through your files and reading your innermost thoughts?

Plenty. First of all, you, the help-seeker, must begin the process by sending a specific Second, the remote-control person can only see what's on your screen. She can't actually manipulate your computer unless you grant another specific permission.

Finally, you must be present at your machine to make this work. The instant you see something fishy going on, a quick tap on your Esc key disconnects the interloper.

13.2.2. Remote Assistance, Step by Step

If you're the one who wants help, first make sure that your PC has been set up to allow Remote Assistance (and remote control).

Choose Start Control Panel. Click Classic View; double-click the System icon. In the links at left, click "Remote settings," and then authenticate yourself (Section 6.3).

Here before you is the master switch for permitting remote connections. If you click Advanced (the button, not the tab), you'll find two other key security options:

  • Allow this computer to be controlled remotely . If this is turned on, your guru will be able to operate your PC, not just see what's onscreen.

  • Invitations . These options let you specify how quickly an invitation to a guru expires . Of course, nobody can get into your PC without a confirmation by you, while you're seated in front of it. Even so, it may give you an extra level of comfort knowing that after, say, three hours of waiting for your guru to come home and get your invitation, the window of opportunity will close.

Click OK twice to close the dialog boxes.

Now you're ready to send the invitation itself:

  1. Choose Start Help and Support .

    The Help and Support Center appears, as described earlier in this chapter.

  2. Click "Windows Remote Assistance ."

    You'll see this item under the "Ask someone" heading. After a moment, a window appears. It wants to know if you're the helper or the helpee .

  3. Click "Invite someone you trust to help you ."

    The phrase "you trust"new in Windows Vistais Microsoft's little way of reminding you that whoever you invite will be able to see anything you've got open on the screen. (Those who would rather keep that private know who they are.)

    In any case, now the "How do you want to invite someone?" screen appears.


    Tip: If you click "Save this invitation as a file" at this point, Vista invites you to save a ticket file a standalone invitation fileto your hard drive. You'll have to do that if you have a Web-based email account like Google Mail, Hotmail, or Yahoo Mail. (Make up a password firstsee step 5, below, for an explanationand then attach the file you've saved in this step when sending a message to your guru.)Saving the file is also handy because you can save some steps by resending it to your guru the next time you're feeling lost.
  4. Click "Use email to send an invitation ."

    Now Vista wants you to make up a password. It's designed to ensure that your guru, and only your guru, can access your machine. (Of course, you need to find some way of telling that person what the password ismaybe calling on the phone or sending a separate email.)

  5. Type a password into both boxes and then click Next .

    You're going to be sending your invitation via email. If you've never set up email on this PC, Vista automatically opens up Windows Mail and begins the email account-setup wizard. (The window may be behind the Remote Assistance window; check your taskbar.)

    If you have working email, then your email program now opens, and Windows actually composes an invitation message for you. "Hi," it begins. "I need help with my computer. Would you please use Windows Remote Assistance to connect to my computer so you can help me?"

    You're welcome to edit this message, of course, perhaps to something that does a little less damage to your ego.

  6. Type your guru's email address into the "To:" box, and then send the message .

    Windows sends an electronic invitation to your Good Samaritan.

Now there's nothing to do but sit back, quietly freaking out, and wait for your guru to get the message and connect to your PC. (See the next section.)

If your buddy accepts the invitation to help you, then the message shown at top in Figure 13-3 appears, asking if you're absolutely , positively sure you want someone else to see your screen. If you click Yes, the assistance session begins.

Figure 13-3. Both parties have to be very, very sure that they want this connection to take place. Top (expert's screen): You must type in the password provided by the struggling novice who asked for help.
Bottom (beginner's screen): You must confirm one last time that you really want a visitation from someone who's technically savvier than you are.


If you get a note that your expert friend wants to take control of your PC (Figure 13-3, bottom), and that's cool with you, click OK.

Now watch in amazement and awe as your cursor begins flying around the screen, text types itself, and windows open and close by themselves (Figure 13-4).

Figure 13-4. Top: This is what your friendly neighborhood guru sees while watching you, the flailing beginner, from across the Internet. Your guru will soon be ready to tell you what you're doing wrong.
Bottom: This is what you see, desperate grasshopper, as your guru wants to do more than see your screenhe wants to control it. If you turn on the "Allow to respond" checkbox, this person will also be able to authenticate certain system changes as he goes (Section 6.3).


As noted earlier, if the expert's explorations of your system begin to unnerve you, feel free to slam the door by clicking the "Stop sharing" button on the screenor just by pressing the Esc key. Your friend can still see your screen, but can no longer control it. (To close the connection completely, so that your screen isn't even visible anymore, click the Disconnect button.)




Windows Vista for Starters
Windows Vista for Starters: The Missing Manual
ISBN: 0596528264
EAN: 2147483647
Year: 2007
Pages: 175
Authors: David Pogue

flylib.com © 2008-2017.
If you may any questions please contact us: flylib@qtcs.net