This step-by-step article describes how to provide help by
using the Remote Assistance feature in Windows XP in response to an e-mail
invitation. Remote Assistance enables you to establish a connection to a remote
computer through the Internet. This connection can be used to view the computer
screen, participate in real-time chat, and remotely control that computer (when
you have permission to do so).
How to Provide Help by Using Remote Assistance
The following requirements must be met before you can use Remote
- Both the local and the remote computer must be using either
Windows Messenger or a Messaging Application Programming Interface
(MAPI)-compliant e-mail program such as Microsoft Outlook or Outlook
- Both computers must be connected to the Internet while
using Remote Assistance.
NOTE: If your computer is behind a firewall, you may need to
reconfigure the firewall to allow Remote Assistance. Contact your network
administrator before you use Remote Assistance.
To provide help by using Remote Assistance:
- Start your e-mail program. When you have been requested to
provide remote assistance, an e-mail message with the following subject is
displayed in the Inbox, where USER_NAME@COMPANY.COM
is the e-mail address of the person inviting you to provide remote assistance.
YOU HAVE RECEIVED A REMOTE ASSISTANCE INVITATION FROM: USER_NAME@COMPANY.COM This message contains the following information as well as an
USER_NAME@COMPANY.COM would like your assistance. A personal message may be included below.
* Accept invitations only from people you
know and trust.
* E-mail messages can contain viruses or other harmful
* Before opening the attachment, review the security
information at the above address.
Please help me solve this
- Open the attached file. If an Opening Mail Attachment dialog box is displayed, click Open it, and then
The following Remote Assistance message is displayed, where User_name
is the name of the user who invited you to provide remote assistance:
Do you want to connect to User_name's computer now?
- Click Yes, and then type your password if you are prompted.
NOTE: If you are prompted to type a password, you must obtain this
password from the person who you are assisting.
The remote user is
prompted to accept your connection to the computer. When the remote user
accepts this connection, the remote session is established.
How to Use Remote Assistance
When the Remote Assistance
window is displayed, the remote desktop is displayed in the right
pane. You can view the remote computer screen and chat with the user in real
time. If you receive permission, you can take control of the remote computer.
: It is recommended that the remote user does not use the mouse
while you control the computer.
The following Remote Assistance
features are available to enable you to provide remote assistance:
- The Status line:
This line indicates your connection status with the
remote computer, for example:
- Connected to remote user
- Disconnected from remote user
- The Take Control button:
When you click this button, the remote user is
prompted to allow you to take control of the remote computer.
NOTE: Remote Control must be enabled on the remote computer.
Permission must also be granted by the remote user during the session before
remote control is allowed.
- The Send a File button:
button to initiate file transfers between the local and remote
- The Start Talking button:
Click this button to initiate voice chat with the
- The Settings button:
Click this button to adjust quality settings
according to the connection speed that you have.
- The Disconnect button:
Click this button to terminate the Remote Assistance
- The Help button:
Click this button to consult Remote Assistance
- The Message Entry box:
Use this box to type messages to the remote user in
real time. Click the Send button, or press ENTER to send each message.
- The Chat History window:
This window records the text messages typed between
you and the remote user as well as the connection status, for example, Screen View Only.
For additional information about providing Remote
Assistance, click the article number below to view the article in the Microsoft
How to Provide Remote Assistance in Response to a Windows Messenger Invitation
Article ID: 306791 - Last Review: January 22, 2013 - Revision: 3.0
- Microsoft Windows XP Professional
- Microsoft Windows XP Home Edition
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