The Premise

Sometimes I’ll help someone do something on their computer via Windows XP’s Remote Assistance feature. This saves me the trouble of actually having to go to the computer to fix it. This is especially useful if all I need to do is a quick fix, but it’s something that’s faster for me to do myself than explain over the phone or (worse) type on instant messenger.

What’s Required?

There are ways around these limitations, but it take’s too long to explain. Basically, if you can’t accomplish these, you’re probably better off calling the help desk at 216-368-HELP (4357).

• You should be connected to the Case wired network or you should be on the VPN.
• If you’re running the Windows Firewall, everything should work automagically. If you’re running some other firewall like ZoneAlarm or Kerio or MacAfee, then it is probably best to disable your firewall for the time being.
• You need to either have administrator privileges on the computer, or at least have the privilege to send a Remote Assistance request.

How Does it Work?

(You can skip this part if you just want to go straight to the instructions.)

Basically, you are setting up a special remote desktop session that allows me to share your screen and collect some more information I might use to more quickly solve your problem.  We’ll be able to chat via an instant messaging program, and I’ll be able to control your keyboard and mouse, if you let me.
How Do I Do it?

1. Most of you will be able to go to Start -> All Programs -> Remote Assistance. If you can’t find it, go to Start -> Run and then type ‘rcimlby.exe -LaunchRA’ without the quotes.
2. Click on ‘Invite Someone to Help You.’
3. At the bottom of the screen, click on ‘Save Invitation as file (advanced)’
4. Click ‘Continue’
5. Type in some kind of password that you can tell me later and click “Save Invitation”
6. Send me the file you just saved. It’s probably in My Documents, unless you picked another location to which to save it.  You can send it to me via e-mail or over instant messenger.
7. The rest is up to me now.

That’s it!