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5.1.3 Remote Assistance

Remote Assistance is installed with the operating system by default but is disabled. Thus, it must be enable

before it can be used. Remote Assistance allows a user at one computer to ask for assistance from a user at

another computer, on the network or across the Internet. This request for assistance can be made through

Windows Messenger, e-mail, or through a transferred file. The assistant can also offer remote assistance

without receiving an explicit request if Group Policy settings are configured to enable offering of remote

assistance and the assistant is listed in the Offer Remote Assistance policy, or is a local administrator.

However, the user requiring assistance must grant the assistant permission to take over the user’s computer.

When an assistant receives a request for assistance, he or she can initiate a connection to the requesting

user’s computer. Once connected, the assistant is able to view the actual desktop and applications that are in

use on the requesting user’s computer. In addition, a special application is launched on the requesting user’s

computer that allows the user to chat with the assistant and control the session. In addition, files can be

transferred easily between the two through the Remote Assistance interface. Remote Assistance on the

requesting user’s computer can also be configured to allow the assistant to interact with the requesting user’s

desktop and applications on the requesting user’s compute. This allows both the requesting user and the

remote assistant to control the computer at the same time. The RDP protocol is used during this session so

that only screen updates are sent to the client, i.e. the assistant, while keystrokes and mouse movements are

sent back to the server, i.e., the user requesting assistance.

Remote Assistance requires that both computers be running Windows XP Professional or Server 2003. In

addition, Remote Assistance invitations can require that the assistant provide a password, to prevent an

impostor from connecting to the computer while pretending to be the assistant. You can also specify the

amount of time for which a Remote Assistance invitation will remain valid. Users also have the option to

turn off the Remote Assistance feature entirely.

Only one Remote Desktop session at a time can connect to a Windows XP Professional system. In addition,

when you connect via Remote Desktop to a Windows XP Professional computer, you will see all the

applications that are running on the desktop of that Windows XP computer.

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