18-39LESSON 5 USING REMOTE DESKTOP AND REMOTE ASSISTANCENOTE WHEN AN I...

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Lesson 5

Using Remote Desktop and Remote Assistance

Note When an invitation is sent through an e-mail attachment or saved as a file, the file has a .MsRcIndicent extension.An expert user must respond to an invitation to continue the process. If the invitationis by using Windows Messenger, you must accept the invitation that is presented in theMessenger pop-up window. If the invitation is sent by e-mail, you must open theattached invitation. If the invitation file is transmitted in some other fashion, you mustaccess and open it. If a password is required, you must enter the password in theRemote Assistance dialog box.Tip Using Windows Messenger to establish a Remote Assistance connection is the easi-est method because the Windows Messenger connection can usually be established regardless of whether there are firewalls on either the user’s or the expert helper’s network. If you use another method of establishing a Remote Assistance session, you must config-ure a firewall to allow the connection. Like Remote Desktop, Remote Assistance uses TCP port 3389 by default.Windows then notifies the user requiring assistance that the request has been accepted.The user must click Yes in the Remote Assistance dialog box as a final indication ofacceptance, and Remote Assistance then establishes the connection.Remote Assistance ConsoleAfter the Remote Assistance connection is established, the user needing help sees aUser Console, and the expert user sees a Helper Console. The User Console has the fol-lowing functionality:Chat History and Message Entry windows Used for online chatting.Connection Status window Displays the helper who has connected and the con-nection’s capabilities (Screen View Only or In Control),Stop Control (ESC) Permits the user to regain control if the expert user has takencontrol (this can also be accomplished by pressing the E

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key).Send A File Sends a file from the user’s computer or a network share to the helper’scomputer.Start Talking Enables voice communication on computers with voice capabilities.Settings Enables the user to adjust sound quality.Disconnect Ends the Remote Assistance connection.Help Provides access to Remote Assistance help features.The Helper Console also provides Chat History and Message Entry windows for onlinechatting. The user’s desktop is displayed on the right side of the display. The controls forthe Helper Console are found across the top of the screen and include the following:Take Control/Release Control Sends a request to the user to take shared control ofthe user’s desktop. The user must accept the request and can cancel it at any timeby clicking Disconnect on the User Console or by pressing E

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.Send A File Sends a file from the helper’s computer or a network share to the user’sSettings Enables the user to adjust sound quality and console size.How to Take Shared Control of the User’s ComputerTo take shared control, the expert user sends a request to the user by clicking TakeControl. The user must accept the request and can cancel it at any time by clicking Dis-connect on the User Console or by pressing E

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.When the expert user establishes shared control of the user’s system, the expert usercan fully manipulate the computer, including loading and unloading drivers, startingapplications, and viewing event logs. However, the expert user cannot copy files fromthe user’s hard disk. The only way for the expert user to get a file from the user’s com-puter is for the user to send it.When shared control is established, both users can manipulate the mouse and key-board simultaneously, so consider using the chat or voice communication functions tocoordinate input device usage and minimize overlap. Also, the expert user must becareful not to do anything that might affect the network connection, or else the RemoteAssistance connection might be disconnected.

Lesson Review

The following questions are intended to reinforce key information presented in thislesson. If you are unable to answer a question, review the lesson materials and try thequestion again. You can find answers to the questions in the “Questions and Answers”section at the end of this chapter.