Remote Assistance

Microsoft Web Page describing remote assistance via


Remote Assistance is a shared remote desktop session. A user can invite you to view their desktop and can allow you to control their system. Users can invite you using an email message or -- if you are both using the SLAC SIP messaging service -- using Windows Messenger.

How do you ask for Remote Assistance?

A user can ask for remote assistance help by going to Help and Support in the start menu

Windows XP Default Menu XP Classic Menu Can also access Remote Assistance directly from Programs group


At the help and support menu, you have to select the option "Invite a friend to connect to your computer with Remote Assistance"


Clicking that link takes you to the option "Invite someone to help you". If you go directly to the Remote Assistance program, you skip the previous screen.

You can use either an email to select the person you want to help you or, if you're using the SLAC SIP Windows Messenger, you can select a currently logged in user:


If you choose to email an invitation, here's an example of how that looks:


Once you select the user you can add a message to describe the problem you are having. When you click "Continue" you will see this screen:

You can select the amount of time you want the invitation to remain open -- number of hours or number of days. You can also require a password, but remember that the person you are asking for assistance will need to know this password in order to help you.

When you click "Send Invitation" you may see this warning box since the Remote Assistance program is sending an email from you. You have to click the "Yes" button.

Once you have sent the invitation, the person you have asked to help you will receive an email. The email will either have an attachment or will have a link. Click on the link or open the attachment to start the session.



Once the link/attachment is opened, the "expert" will see this:


And the person who asked for assistance will see:


The person who asked for assistance will see this screen:


From this screen you can end the session, send a file, disconnect and chat

If the "expert" asks to take control of the system you will see this dialog box:


The "expert" will then have the ability to use the mouse and keyboard on the remote system. When you want to end control by the "expert" press the "Esc" key and you will see this dialog box:

And the remote assistance window will show that the control has ended