Middlebury

Difference between revisions of "Remote Assistance"

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<br>{{stub}}  
 
<br>{{stub}}  
  
== Windows ==
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== Windows ==
  
* Remote Assistance by invitation - for use by LIS student consultants
+
*'''Remote Assistance by invitation''' - for use by LIS student consultants
This method requires the customer to ask for help.  Here's how they do this from their computer:
 
Start --> Help and Support --> Invite a friend to connect to your computer with Remote Assistance
 
Click link, "Invite someone to help you".
 
Have them provide your email address in the "use email" section.
 
  
*Remote Assistance (launch from Heat =&gt; Initiate Remote Assistance Session) - only Helpdesk staff have permission to use this
+
:This method requires the customer to ask for help by sending an invitation.&nbsp; Here's how they do this from their computer:
**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 =&gt; Create Shortcut =&gt; Enter '''msra''' =&gt; Next =&gt; Name it something pretty =&gt; Finish.
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 +
:Start --&gt; Help and Support --&gt; Invite a friend to connect to your computer with Remote Assistance.
 +
 
 +
:Click&nbsp;"Invite someone to help you".&nbsp;
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 +
:The customer can click the Address Book link to browse for your&nbsp;email address, then click "Invite this person" to send you their request for help.
 +
 
 +
 
 +
*Remote Assistance (launch from Heat =&gt; Initiate Remote Assistance Session) - only Helpdesk staff have permission to use this  
 +
**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 =&gt; Create Shortcut =&gt; Enter '''msra''' =&gt; Next =&gt; Name it something pretty =&gt; Finish.  
 
**On Vista you can also click on the Start button, and enter '''msra''' in the search box.
 
**On Vista you can also click on the Start button, and enter '''msra''' in the search box.
*Blonde Lady
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*Blonde Lady  
**software for customers can be found (and zipped/e-mailed) here: \\middfiles\Software\Software-Windows...
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**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...
 
**software for consultants can be found here: \\middfiles\Software\Software-Windows...
*VNC
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*VNC  
 
*Remote Desktop (drawback: customer gets logged out)
 
*Remote Desktop (drawback: customer gets logged out)
  

Revision as of 11:37, 6 July 2010


Windows

  • Remote Assistance by invitation - for use by LIS student consultants
This method requires the customer to ask for help by sending an invitation.  Here's how they do this from their computer:
Start --> Help and Support --> Invite a friend to connect to your computer with Remote Assistance.
Click "Invite someone to help you". 
The customer can click the Address Book link to browse for your email address, then click "Invite this person" to send you their request for help.


  • Remote Assistance (launch from Heat => Initiate Remote Assistance Session) - only Helpdesk staff have permission to use this
    • 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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