Middlebury

Remote Assistance


Windows

Windows 7 - Offering Remote Assistance ===

Note: This can ONLY be done FROM a Windows 7 computer!

The scenario described below involves a Helper 

  1. The Helper, for quicker access to the Remote Assistance applications, creates a ‘new’ shortcut on the desktop of your Windows 7 computer to the following location (copy and paste this line in the new shortcut window) C:\Windows\System32\msra.exe /OfferRA 
  2. The Helper should double-click the shortcut to offer Remote Assistance to another person.
  3. The Helper, types in the Computername or IP Address, → click ‘Next’.
  4. The User sees a screen with the title "Windows Remote Assistance" and the text "Would you like to allow". The user should click “Yes”.
  5. The Helper will see a window with the User's desktop → the Helper should click on Request Control
  6. The User will see another window titled "Windows Remote Assistance" and the text "Would you like to allow". The user should click “Yes”.
  7. At this point the Helper can see the User's desktop and control the mouse and keyboard. The user can disconnect the helper at any time by pressing Esc on the keyboard or by clicking Stop sharing.

Windows - Remote Assistance for other versions of Windows

  • Remote Assistance by invitation - for use by LIS student consultants
    This method requires the customer to ask for a consultant's help by sending an invitation.  Here are the steps for the customer to perform from their computer:
  1. Start --> Help and Support --> Invite a friend to connect to your computer with Remote Assistance.
  2. Click "Invite someone to help you". 
  3. The customer can click the Address Book link to browse for your email address, they should then click "Invite this person."  They can supply a brief message if desired, then click "Continue."
  4. The next screen can be used to set a time limit for your computer access.  The customer should fill in a password as requested, then click "Send Invitation."  (Security messages may appear asking them for permission to access Outlook's address book -- they can click "allow" as needed.) They will need to provide you (the helper) with this temporary password.
From the helper computer:
  1. When you receive their email invitation, simply double-click the attached file.  You will be prompted to supply their password.
  2. At last...  you can provide assistance.


  • Remote Assistance (launch from Heat => Initiate Remote Assistance Session) - only full-time Helpdesk staff have permission to use this method
    • On Vista the above won't work. However, you can add a shortcut to your Desktop for offering remote assistance: Right-click on a blank spot, New => Create Shortcut => Enter msra => Next => Name it something pretty => Finish.
    • On Vista you can also click on the Start button, and enter msra in the search box.
  • Blonde Lady
    • software for customers can be found (and zipped/e-mailed) here: \\middfiles\Software\Software-Windows...
    • software for consultants can be found here: \\middfiles\Software\Software-Windows...
  • VNC
  • Remote Desktop (drawback: customer gets logged out)

Mac

  • Apple Remote Desktop (do not have enough licenses)
  • Built-in VNC
  • OSXVnc
  • MiddVnc (newer images)
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