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Remote Assistance

Providing help using Remote Assistance

Sometimes the best way to help someone fix a problem is to demonstrate a solution. Remote Assistance is a convenient way for someone to connect to a friend's computer (you both must be running an operating system no earlier than Microsoft Windows XP or the Windows Server 2003 family) in order to walk through a solution together.

The following information applies to users who have received a Remote Assistance invitation.

After you are connected, you will be able to view your friend's computer screen and chat online together in real time about what you both see. With your friend's permission, you can even use your mouse and keyboard to work with your friend on his or her computer. Please respond before the expiration time listed in the invitation.

Caution Accept invitations only from people you know and trust. E-mail messages can contain viruses or other harmful attachments.

To accept this request

Open the file attached to the e-mail message. Make sure it is of the type MsRCincident. If prompted to open or save it, be sure to open it.
Click Yes to accept the invitation.
When prompted to connect to the sender's computer, type a password if necessary. If you don't know the password, contact the sender to get it.

If the sender is online and accepts your connection, you will be able to chat online and view his or her computer desktop. The person you are helping cannot see or control your computer at any time.

Notes

Both you and the person you are helping must be connected to the Internet while using Remote Assistance.
If you are working on a local area network, firewalls might stop you from using Remote Assistance.In this case, check with your network administrator for more information.
For more information, see Help and Support.

Remote Assistance