Remote Assistant

[Anonymous]

I want to set up an in-house support system that allows me to have access
and control of a users computer to try to answer questions or show CAD
procedures. I'm looking at Windows XP Remote Assistant. Does anyone have any
advice on this, or similar, application?

TIA

--
Rick Lincoln
LDT06 SP2
Windows XP Pro SP2
P-IV 3.0Ghz 2 Gig Ram
72Gig 10k rpm SATA HDD
Quadro FX540 Nvidia 128MVRAM
Logitech Mx700 Cordless Mouse
All Around Good Egg

[Anonymous]

Let me add that we are on a peer-to-peer network.

--
Rick Lincoln
LDT06 SP2
Windows XP Pro SP2
P-IV 3.0Ghz 2 Gig Ram
72Gig 10k rpm SATA HDD
Quadro FX540 Nvidia 128MVRAM
Logitech Mx700 Cordless Mouse
All Around Good Egg


"Rick Lincoln" wrote in message
news:5457543@discussion.autodesk.com...
I want to set up an in-house support system that allows me to have access
and control of a users computer to try to answer questions or show CAD
procedures. I'm looking at Windows XP Remote Assistant. Does anyone have any
advice on this, or similar, application?

TIA

--
Rick Lincoln
LDT06 SP2
Windows XP Pro SP2
P-IV 3.0Ghz 2 Gig Ram
72Gig 10k rpm SATA HDD
Quadro FX540 Nvidia 128MVRAM
Logitech Mx700 Cordless Mouse
All Around Good Egg

[Anonymous]

The problem with the Windows Remote Assistant, is it logs them out, they
can't see the screen at the same time you do.

We use Dameware remote control. It allows both parties to view the screen,
move the mouse, and use the keyboard.


"Rick Lincoln" wrote in message
news:5457543@discussion.autodesk.com...
I want to set up an in-house support system that allows me to have access
and control of a users computer to try to answer questions or show CAD
procedures. I'm looking at Windows XP Remote Assistant. Does anyone have any
advice on this, or similar, application?

TIA

--
Rick Lincoln
LDT06 SP2
Windows XP Pro SP2
P-IV 3.0Ghz 2 Gig Ram
72Gig 10k rpm SATA HDD
Quadro FX540 Nvidia 128MVRAM
Logitech Mx700 Cordless Mouse
All Around Good Egg

[Anonymous]

"The problem with the Windows Remote Assistant, is it logs them out, they
can't see the screen at the same time you do."

Are you sure you're not referring to Remote Desktop? If not, then:

Wow, seems to defeat the purpose of "show you how" to do something
remotely. Windows help seems to indicate that the "helper" and the "helpee"
see the same thing while chatting about the problem. Not so, huh?


Rick Lincoln

[Anonymous]

On Fri, 19 Jan 2007 17:00:33 +0000, Rick Lincoln
wrote:

>"The problem with the Windows Remote Assistant, is it logs them out, they
>can't see the screen at the same time you do."
>
>Are you sure you're not referring to Remote Desktop? If not, then:
>
>Wow, seems to defeat the purpose of "show you how" to do something
>remotely. Windows help seems to indicate that the "helper" and the "helpee"
>see the same thing while chatting about the problem. Not so, huh?

"Remote Assistance" is a feature of Windows Instant Messenger, which allows
interactive remote help that is fully visible on both computers.

"Remote Desktop" allows one to log onto a machine remotely and will log the
other person out, which is useful when there is no one sitting at the other
machine.

Both features must be enabled in the machine's Computer Properties.

Matt
mstachoni@comcast.net
mstachoni@bhhtait.com

[Anonymous]

Thank you for the clarification.

So, anyone using Remote Assistant for user support?

I'll look into third party solutions if RA is not recommended.

[Anonymous]

I use Dameware.  It works great for
us.

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class=GramE>];-)}
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style="FONT-SIZE: 8pt; FONT-FAMILY: Garamond">TM

style="mso-bidi-font-style: normal">
style="FONT-SIZE: 14pt; FONT-FAMILY: Garamond">Autodesk Architectural Desktop
Certified Expert
CAD Manager
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style="FONT-SIZE: 14pt">

[Anonymous]

I like RealVNC, but it does require a client be installed on each
workstation. But it don't cost nothin'...


"Rick Lincoln" wrote in message
news:5457543@discussion.autodesk.com...
I want to set up an in-house support system that allows me to have access
and control of a users computer to try to answer questions or show CAD
procedures. I'm looking at Windows XP Remote Assistant. Does anyone have any
advice on this, or similar, application?

TIA

--
Rick Lincoln
LDT06 SP2
Windows XP Pro SP2
P-IV 3.0Ghz 2 Gig Ram
72Gig 10k rpm SATA HDD
Quadro FX540 Nvidia 128MVRAM
Logitech Mx700 Cordless Mouse
All Around Good Egg

[Anonymous]

I use VNC with 40 users and 3 remote sites. Work like a charm

[Anonymous]

Matt Stachoni said the following On 1/19/2007 11:14 AM:

>
> Both features must be enabled in the machine's Computer Properties.

We enable them using GPO

To answer the original post, yes I use Remote Assistance almost daily.

However, I have not spent the time to figure this out...
When the user is requesting help, there is a step where he defines the
length of time for which the RA invitation will be valid. All my users
say it won't let them choose anything other than 1 hour....

--
R.K. McSwain
http://rkmcswain.blogspot.com

[Anonymous]

We use WebEx

[Anonymous]

Windows Remote offer of assistance. Works great. User stays logged in ,you type in their network computer name it sends box that says you want to connect. they say yes and your in. You get to watch and see what they do or take control and show them what to do. Other tool is Remote assitance invitation. User sends you an email invitation to assit them. you connect from that email invite to their pc and same deal.

sorry but I don't know how or if peer to peer changes anything.

[Anonymous]

>However, I have not spent the time to figure this out...
When the user is requesting help, there is a step where he defines the
length of time for which the RA invitation will be valid. All my users
say it won't let them choose anything other than 1 hour....


Does this mean that I need to reply to the invitation within one hour?


thanks

Rick

[Anonymous]

+1 on VNC. We don't use it for onscreen "help" demonstrations, but you can
watch what the other person does on your computer.


wrote in message news:5460274@discussion.autodesk.com...
Windows Remote offer of assistance. Works great. User stays logged in ,you
type in their network computer name it sends box that says you want to
connect. they say yes and your in. You get to watch and see what they do or
take control and show them what to do. Other tool is Remote assitance
invitation. User sends you an email invitation to assit them. you connect
from that email invite to their pc and same deal.

sorry but I don't know how or if peer to peer changes anything.

[Anonymous]

Hi R.K.,

You may want to look at "Offer Remote Assistance" or "Unsolicited Remote
Assistance", http://support.microsoft.com/kb/308013. This seems much better
for corporate inhouse RA scenarios. Unfortunately for OP, it looks like p2p
is not supported for this type of RA.
--
James Allen
Malicoat-Winslow Engineers, P.C.
Columbia, MO


"R.K. McSwain" wrote in message
news:5458342@discussion.autodesk.com...
Matt Stachoni said the following On 1/19/2007 11:14 AM:

>
> Both features must be enabled in the machine's Computer Properties.

We enable them using GPO

To answer the original post, yes I use Remote Assistance almost daily.

However, I have not spent the time to figure this out...
When the user is requesting help, there is a step where he defines the
length of time for which the RA invitation will be valid. All my users
say it won't let them choose anything other than 1 hour....

--
R.K. McSwain
http://rkmcswain.blogspot.com

[Anonymous]

James Allen said the following On 1/29/2007 6:46 AM:
> Hi R.K.,
>
> You may want to look at "Offer Remote Assistance" or "Unsolicited Remote
> Assistance", http://support.microsoft.com/kb/308013. This seems much better
> for corporate inhouse RA scenarios. Unfortunately for OP, it looks like p2p
> is not supported for this type of RA.

Thanks a lot. Will check into this.

--
R.K. McSwain
http://rkmcswain.blogspot.com

[Anonymous]

Thanks for the replies. I have played with Remote Assistant. It does what I need it to do. If it becomes evident that I need a more powerful tool, I'll check into some of the third party stuff.

Rick