Windows 7 Forums
Welcome to Windows 7 Forums. Our forum is dedicated to helping you find support and solutions for any problems regarding your Windows 7 PC be it Dell, HP, Acer, Asus or a custom build. We also provide an extensive Windows 7 tutorial section that covers a wide range of tips and tricks.


Windows 7: Remote Assistance - Use in Windows

Remote Assistance - Use in Windows

How to Use Windows Remote Assistance in Windows 7, 8 and 8.1
Published by Kari
29 Oct 2013
Published by

How to Use Windows Remote Assistance in Windows 7, 8 and 8.1

information   Information
Windows Remote Assistance is "a feature of Windows XP and later that allows a user to temporarily view or control a remote Windows computer over a network or the Internet to resolve issues without directly touching the unit" (Wikipedia). Based on RDP it uses Peer Name Resolution Protocol and a native Windows feature Easy Connect to allow a direct connection between two computers over LAN or Internet.

Easy Connect requires that both computers (the one asking for assistance and the one offering it) use the same Windows version, and that routers on both ends support the Peer Name Resolution Protocol. In cross version assistance (7 to 8 or vice versa) or in any other Easy Connect issue the user asking for assistance can alternatively send a so called invitation file to the user offering assitance. The latter can then simply launch Remote Assistance using the invitation file and connect to other computer.
Tip   Tip
For various issues with Easy Connect, see this Microsoft article:

Why can't I use Easy Connect with Windows Remote Assistance?

Note   Note
The Remote Assistance must be enabled in order to get help using Remote Assistance. It is enabled by default. To check whether enabled or disabled, go to Control Panel > System and select Remote Settings on the left pane.
Remote Assistance - Use in Windows-ra_allow_remote_assistance.png
Notice that settings for Remote Assistance and Remote Desktop are two different things. Remote Desktop connections can for instance be disabled and denied at the same time than Remote Assistance connections are allowed. For help in using Remote Desktop, see this tutorial.

The Remote Assistance works on every edition of Windows 7, 8 and 8.1.





PART ONE
Request Remote Assistance

1.1 Windows 7
  1. On your Windows 7 PC, open Control Panel > Troubleshooting:
    Remote Assistance - Use in Windows-ra_launch_ra_win7_1.png
  2. Click Get help from a friend on the left pane:
    Name:  RA_Launch_RA_Win7_2.png
Views: 6316
Size:  15.1 KB
  3. Select Invite someone to help you:
    Remote Assistance - Use in Windows-ra_invite_someone_7.png
  4. Select the method you'd like to use in requesting assistance:
    Name:  RA_Request_Options.png
Views: 6332
Size:  10.4 KB
    • I recommend saving the invitation file and emailing it to the user who will be offering the assistance. Easy Connect would be the fastest and easiest method but according to my own quite extensive experience it does not always work. Read more: Why can't I use Easy Connect with Windows Remote Assistance?
  5. If you selected saving the invitation file, save and name it as you wish (do not change the long file extension!), attach it to an email and send to user assisting you:
    Name:  RA_Save_Invitation_2.png
Views: 6334
Size:  24.4 KB
  6. Your PC will now show the password the user assisting you needs in order to connect to your PC. The same message will appear on your screen without the file save steps if you selected Easy Connect. Email it to the person assisting you, together with the Invitation file if you selected that option:
    Name:  RA_Wait_Incoming_Connection.png
Views: 6325
Size:  9.5 KB
  7. Do not close this window! It is waiting for the incoming connection. IF closed, you need to initiate a new session
Note   Note
You can also create a shortcut for requesting assistance as told in this tutorial: Windows Remote Assistance Shortcut - Create

1.2 Windows 8
  1. On your Windows 8 PC, press WIN + W to open Search for Settings. Type Remote Assistance to Search field, select Invite someone to connect... :
    Remote Assistance - Use in Windows-ra_launch_ra_win8.png
  2. Select Invite someone you trust to help you:
    Name:  RA_Invite.png
Views: 6268
Size:  17.4 KB
  3. Follow steps 4 to 7 as told above on 1.1 Windows 7
1.3 Windows 8.1
  1. On your Windows 8.1 PC, press WIN + Q to open Search. Select Search Settings from the drop down menu, type Remote Assistance to Search field, select Invite someone to connect... :
    Name:  RA_Launch_RA_Win81.png
Views: 6269
Size:  10.8 KB
  2. Select Invite someone you trust to help you:
    Name:  RA_Invite.png
Views: 6268
Size:  17.4 KB
  3. Follow steps 4 to 7 as told above on 1.1 Windows 7




PART TWO
Accept Invitation and offer Remote Assistance

2.1 Windows 7
  1. Open the Remote Assistance dialog as told above in Part One 1.1 Windows 7 steps 1 and 2
  2. Select Offer Remote Assistance to help someone:
    Name:  RA_Offer_Assistance_7.png
Views: 6276
Size:  11.2 KB
  3. Select the Remote Assistance method to be used:
    Name:  RA_Select_Assistance_Method.png
Views: 6261
Size:  9.4 KB
  4. If you have received an invitation file, select Use an invitation file, browse to it and open it, or if you will be using Easy Connect select Use Easy Connect. In both cases Remote Assistance will now ask for the password. Type the password you received from the user asking your assistance and click OK:
    Name:  RA_Enter_Password_to_Connect.png
Views: 6287
Size:  5.2 KB
  5. Notice that the passwords are for one session only and cannot be used later; when the connection is closed the password is no longer valid. The password is valid for this one time connection for 6 hours after it is created, if no assisting connection is made during this time the process must be restarted as the password is no longer valid

2.2 Windows 8 and 8.1
  1. Start Remote Assistance as told above in steps 1 and 2 in Part One 1.2 Windows 8 respective Part One 1.3 Windows 8.1
  2. Follow steps 3 to 5 as told above in Part Two 2.1 Windows 7




PART THREE
Remote Assistance session flow
  1. After the assisting user has entered the password, the assisted user must accept the incoming connection:
    Name:  RA_Accept_Incoming_Connection.png
Views: 6311
Size:  9.9 KB
  2. At this point the assisted user still has the full control of the assisted PC. Assisting PC can see everything but has no control, mouse and keyboard as well as UAC prompts are controlled by the assisted user himself. This is a good alternative when the assisted computer is only used to show something to the assisting user without his / her input
  3. Assisting computer can request a partial (mouse and keyboard only, no UAC acceptance rights) or full control. To do this the assisting user needs to click Request Control at top left corner of the Remote Assistance window:
    Name:  RA_Request_Control.png
Views: 6299
Size:  3.5 KB
  4. The assisted user must accept the request and decide if the control is granted with or without the UAC prompt acceptance rights:
    Name:  RA_Grant_Control.png
Views: 6271
Size:  9.3 KB

That's it. Remote Assistance is a practical way to get help. Keep in your mind that RA is not a suitable Remote Desktop Connection alternative. Files and clipboard can for instance not be shared using RA.

A Remote Assistance window showing my wife's desktop on my Windows 8.1 PC, me offering help for her. Windows 7 and 8 views look the same:
Remote Assistance - Use in Windows-ra_remote_computer_view.png
Kari

29 Oct 2013   #1
andrew129260

Windows 7 Professional x64 Sp1
 
 

Good job.

My System SpecsSystem Spec
30 Oct 2013   #2
Britton30
Microsoft MVP

Windows 7 Ultimate X64 SP1
 
 

Very well thought out Kari.

I have my "Allow remote connections" unchecked but Norton can connect. I had an activation issue and the (very helpful) tech connected and controlled my system with no problem, I had to click a link to allow it though.
My System SpecsSystem Spec
30 Oct 2013   #3
andrew129260

Windows 7 Professional x64 Sp1
 
 

@Britton30 yeah they use their own program to do this like most places. Usually bypassing remote assistance.
My System SpecsSystem Spec
.


30 Oct 2013   #4
Kari

Microsoft Community Contributor Award Recipient

Windows 8.1 Pro with Media Center
 
 

Quote   Quote: Originally Posted by Britton30 View Post
Very well thought out Kari.

I have my "Allow remote connections" unchecked but Norton can connect. I had an activation issue and the (very helpful) tech connected and controlled my system with no problem, I had to click a link to allow it though.
I kind of like the idea that Windows by default has Remote Assistance enabled but Remote Desktop disabled.

Quite a many of us geeks here are "the family IT guys" , the person family and friends call when there are some computer issues. Very often these people relying on our assistance are more or less computer illiterate. Instead of telling them on phone to download this or that software, the few steps to get started with Remote Assistance are easy to tell and understand.

Although designed to be quite simple and meant for private users, I can recall one or two times when I have used it in corporate environment, for instance when the corporate policy does not allow any installations on work laptops, a co-worker is doing home office and can't log in to VPN although the internet connection is fine so the intern remote connections are out of the question, as well as is asking them to download and install a third party remote assistance program.

Remote Assistance works in these situations and gives me a better picture of the issue than a panicked voice on the phone "Then I clicked that round thing and it like blinked and mails were gone...".

Anyway, my point is that the built-in, Windows native Remote Assistance is a very practical, nice tool, doing very well what it is designed to do.

Kari
My System SpecsSystem Spec
05 Nov 2013   #5
AizenoA

window 7 professional 32 bit
 
 

I never tried this remote assistance of windows and i think this topics will really help me thank you
My System SpecsSystem Spec
05 Nov 2013   #6
Kari

Microsoft Community Contributor Award Recipient

Windows 8.1 Pro with Media Center
 
 

Quote   Quote: Originally Posted by AizenoA View Post
I never tried this remote assistance of windows and i think this topics will really help me thank you
Hi AizenoA, welcome to the Seven Forums.

You are welcome .

Remote Assistance is very practical when you need help or want to assist a friend over the Internet.

Kari
My System SpecsSystem Spec
Comment

 Remote Assistance - Use in Windows




Tutorial Tools



Similar help and support threads for2: Remote Assistance - Use in Windows
Windows 7 Tutorial Category
Trouble re-sending invitation for remote assistance in windows 7. General Discussion
Windows 7 Remote Assistance History listing. Network & Sharing
Windows Remote Assistance Shortcut - Create Tutorials
Using Remote Desktop instead of Remote Assistance for remote helpdesk? Network & Sharing

Our Sites

Site Links

About Us

Find Us

Windows 7 Forums is an independent web site and has not been authorized, sponsored, or otherwise approved by Microsoft Corporation. "Windows 7" and related materials are trademarks of Microsoft Corp.

Designer Media Ltd

All times are GMT -5. The time now is 09:11 PM.
Twitter Facebook Google+



Windows 7 Forums

Seven Forums Android App Seven Forums IOS App
  

1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33