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Remote Assistance

To assist someone using Microsoft's Remote Assistance, there are a couple of requirements:

  • You must have rights assigned that let you run Remote Assistance.  (Most UW-Eau Claire faculty and staff have been given these rights)
  • The computer you want to take control of is a UWEC-owned PC (this does NOT work on Macs or personally-owned PCs).

To Launch Remote Assistance:

  1. Click on Start. remote start

  2. In the Search box, enter [Remote Assistance] and choose that program when it is displayed.

    remote access program

  3. Choose Help someone who has invited you.

    remote assistance invite

  4. Select Advanced connection option for help desk, found at the bottom of the page.

    remote assistance advanced options

  5. Enter in the Fully Qualified Name of the PC you want to control.
    Note: This means you need the name of the computer plus (The name of your computer can be found by right-clicking on Computer and choosing Properties.)

    remote access computer name

    Example: To connect to the computer in the above example, you would need to enter, (the is what gives you the fully qualified domain name.)

  6. You will see:

    remote access connect

  7. The person on the remote computer you are connecting to will see:

    remote assistance offering

    Note: this screen will show the name of the person attempting to take control. If the remote user does NOT click on Yes, the connection will be broken.

  8. Optional: If the remote user clicks Yes, you will see a screen like this, with the remote user's screen appearing along with some options at the top. Notice the remote user has a small screen reminding them that the "helper" can now see the desktop.

    remote assistance screen

  9. Optional: If you want to share control of the remote user's keyboard and mouse, click on Request Control, which is displayed at the top left of the remote assistance window.
    Note: The remote user will see the dialog box below and you will ONLY be allowed to take control if the remote user clicks Yes.
    Warning: At this point you are both SHARING the mouse and keyboard, so you need to be talking to the remote user so you both are not trying to use the mouse/keyboard at the same time.

    remote assistance share control

  10. The remote user will have the option to Stop Sharing at any time (but still display the desktop). The user can also simply close the sharing dialog window and the connection will be broken. When you are done and exit, the remote user will see the following.

    remote assistance end session
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