Using Remote Assistance for User Support

 

The person needing support must do the following:

 

Outlook should be open prior to beginning these steps.

 

  1. Click Start, Help and Support.
  2. Click ‘Invite a friend to connect to your computer with Remote Assistance”.
  3. Click “Invite someone to help you”  Type the email address of the person you wish to invite, or click the Address Book icon to browse for the person’s name.

 

 

  1. Click “Invite this person”.
  2. Type a message for the person you are sending the email to and then click Continue.

 

 

 

  1. The next screen allows you to set a period of time during which your computer will be available for remote assistance.  In addition, you can set a password here that the person accessing your computer will need to use. Keep in mind that if you require a password, you must make sure the person you are sending the email to also has the required password.

 

“Require password” is selected by default.  Click on it to deselect it or enter passwords in the “Type password” and “Confirm password” fields.
 

 

  1. Click “Send Invitation”.  Respond “Yes” to the messages about accessing your mailbox and a program trying to send mail on your behalf.

 

  1. When you are done sending the email, close the Help box and continue with your work.  When the email recipient attempts to connect to your computer, you will receive a message indicating so.  Click Yes to allow access.

 

The person receiving the email must do the following:

 

  1. Open the email requesting assistance

 

  1. Open the attachment that comes with the email.

 

 

  1. Click Yes when asked if you wish to connect to the person’s computer.

 

During the Remote Assistance Session

 

The person giving support will have a screen display similar to the one below

 

 

You can type messages in the Message Entry portion of the screen and click the Send button to send these messages to the user.  Note that you are in Screen View only.  In order for you to “take over” the user’s computer, he or she must grant you additional access.

 

The user’s screen will look like this:

 

 

The user can also type messages and send them to the person giving support. 

 

NOTE: If either user closes the Remote Assistance box, the session is terminated.

 

Taking Control of the User’s computer:  To  take control of the user’s computer, the person giving support should click the Take Control button on the Remote Assistance screen.

 

 

Once the button is clicked, the user is asked to grant you that access.  The user should respond Yes. Once the user clicks Yes, the support person can click in any portion of the user’s screen to take control of the computer.

 

NOTE:  Pressing ESC terminates the session.

 

When the support person is done, he or she should click the Release Control button to return control of the computer to the user.

 

When the session is done, the support person can click Disconnect to end the session.  At that point, both the user and the support person should close all Remote Assistance boxes.