Remote Assistance


  • 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 => 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)


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