The Windows XP Operating System includes the functionality called Remote Assistance, whereby the ITS Help Desk and Field Technicians can be invited by the user to see the user's desktop for the purpose of assisting you with technical problems that you are experiencing.  We describe the steps below for this process.

Getting Help via Remote Assistance

During your call with the Help Desk/ Field Technician, you may be asked whether you wish to receive help via Remote Assistance.  If you agree, the Technician will ask you for your computer name; you will find the name (eg, AL-M523-A-01) on a label found on the front of your PC.  When the Technician initiates Remote Assistance with your PC name, you will see the following window appear on your screen.

If you wish to give permission for the Technician to view your screen, chat with you in real time, or work on your computer, click the Yes button in this window.

After you give permission for Remote Assistance, the window below will appear on your display.

The Remote Assistance window serves as a communication vehicle between you and the Technician.  Notice that you can:

• Stop Control, by pressing the ESC Escape button

• Send a File to the Technician

• Chat with the Technician (see the Message Entry window in bottom left corner); most often, you will be talking  by phone, so this may not be useful

• Disconnect

 

 

 

 

If necessary, the Technician will now be able to "Share Control" of your desktop.  When the technician requests to share control, you will see the following message appear on your desktop:

ONLY AFTER you click on the Yes button on this window, will the Technician be able to share control of your computer to help you solve the problem.

The Technician will help you to solve your problem while you are on the phone or in chat mode.   You will be able to discuss what is being done to solve your problem, and you will be able to see what is being done during this shared session.

At any time, you can stop "Shared Control" by clicking on the Escape key.

When the Help session is over, just click on the Disconnect button on the Remote Assistance window.