Lending a helping hand

Hi there,

Clinton here, with yet another exhilarating topic in the land of Windows 7. This time we are looking at support and troubleshooting.

Ok so, my day involves a stack of remote desktop support. And if it were not for this tool in my tool belt, I would be seriously stressing with hardware book-ins. In fact, it is my first tool I turn to for remote connectivity apart from Remote Desktop Connection and that is Windows Remote Assistant – run MSRA.

What is Windows Remote Assistant?

Windows Remote Assistant was originally brought to the public with Microsoft XP.
What this tool does is it enables a user/technician or sys admin to temporarily control a computer over a network or the Internet to resolve issues. Awesome!

History Lesson 101

Remote Assistant is an adaptable, fast and simple tool that has been a part of the Windows platform for some time now. And at one stage, apart from another tool that I will mention shortly, was available to businesses to provide functionality and support for desktop users, local and external.

With the release of Windows XP, Microsoft launched two (2) sets of technologies in the Remote Access arena.

·         Remote Desktop

·         Remote Assistance

Remote Desktop focusing on business use and integration with Microsoft technologies such as Terminal Services for providing so-called Dumb Terminal access.
A Dumb Terminal provides access to resources managed through a centralized server accessed through a client computer with a Display, keyboard and mouse. It is an administrator forcible accessing a remote device without the user needing to be present.

Windows Remote Assistance is focussed somewhat towards the home user, although it is still useful in business scenarios.

What can Windows Remote Assistant do?

Remote Assistance enables me to a do a number of things:

·         It enables me to share my Windows 7 Desktop with users

·         It enables me to share control of computer peripherals: Mouse and Keyboard

·         It enables me to perform Peer to Peer connection without a relay server…HOT!

Therefore, Remote Assistance works equally as well with two computers over a LAN or over the Internet (WAN). The main draw card for this feature as you can imagine is it alleviates the inconvenience for me to personally visit the affected computer. As this tool enables me to diagnose and often repair problems. Sssweet!

Easy Connect

Also to make things even better Windows 7 introduces a new feature called Easy Connect. This simplifies the process of connecting to another PC remotely with only a password, no file needed. When a connection is established between both computers, contact files are exchanged which creates a trust relationship. This further simplifies future connections that are made without the need for a password.

Advanced Connection for help desk

This is how I connect to users within my network – follow me: 

 1.      Select the Start button; enter assistance into the search programs and files field.

 2.      Select the Windows Remote Assistance link from the list.

 3.      Select option two; Help someone who has invited you.

 4.      Select the Advanced connection option for help desk link.

 5.      Enter a computer name or an IP Address into the field.

 6.      Click Next.

Note:
The history list is now longer for future use – just in case you forget a million IP addresses.

So things have really improved in Windows 7. Small and sinple things like this feature have made a massive difference in my day-to-day workings. Enjoy the experience!   

Clinton Garbutt – Desktop Productivity Specialist
MCP, MCDST, MCTS, MCITP

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