A. Windows Remote Assistance connects two computers so that one person can help troubleshoot or fix problems on the other person’s computer. Using any type of Internet connection, anyone running a version of Windows XP, Windows Server 2003, or VISTA can ask for or provide assistance. In Windows XP, follow the path: Start—All Programs—Remote Assistance. In VISTA, use the path Start—Help and Support.

Click on the link " Invite someone to help you."

The next window lets you pick how you want to contact your assistant. There are three ways:

1. Windows Messenger
2. Microsoft Outlook (on my computer)
3. Save invitation as a file. This is the way that I demonstrated at the Windows SIG. I saved it on the desktop so it was easy to find and attach to a regular email.
   
   The filename will be RAInvitation.msrcincident. I have not tried either the Windows Messenger or MS Outlook.

Before the invitation is sent, call the assistant and/or give them the case sensitive password to be used to open the invitation. E-mail the invitation.

The person receiving the e-mail:

1. Saves the invitation to their computer
2. Double clicks on the invitation and types in the password, and answers the question, “Do you want to connect to ‘Owner’s’ computer now?” by...
3. Clicking on the Yes button. You will be able to chat back and forth and the assistant may click in the upper left-hand corner to take control of the mouse and keyboard.

Several things can keep you from making a connection:

1. If one or both of the computers is on a dial-up connection and disconnects, a different IP address will be generated when the computer logs onto the Internet again and no connection can be made.
2. If Windows Firewall or another firewall is set to allow no exceptions on either computer, a remote assistance connection cannot be made. To check this, log on with an administrator account, go to the Control Panel, and click on Windows Firewall. On the General tab, be sure the box beside Don’t allow exceptions is NOT checked. On the Exceptions tab, the two boxes beside Remote Assistance should be checked.
3. If the assistant uses an incorrect case in typing the password, the connection won’t be made.