Windows Remote Assistance: frequently asked questions

When you're having a computer problem, sometimes you might want help from someone else. You can use Windows Remote Assistance to invite someone to connect to your computer and help you, even if the person isn't nearby. (Make sure you only ask someone you trust, because that person will have access to your files and personal information.) After connecting, your helper can view your computer screen and chat with you about what you both see. With your permission, the person can use his or her own mouse and keyboard to control your computer and show you how to fix a problem. You can also help someone else the same way.

If you're having trouble connecting two computers running Windows Remote Assistance, the problem could exist on your computer, on the computer you're trying to connect to, or with the Internet connection on either computer. Also, if the person that you're trying to help is connected to a corporate network, connection attempts might be blocked by a firewall or Group Policy.

If Remote Assistance fails to connect, you can run the troubleshooter on your computer to diagnose the problem.

To troubleshoot connection problems on your computer

1. Open Remote Assistance by clicking the Start button . In the search box, type Remote Assistance, and then, in the list of results, click Windows Remote Assistance.

2. Click Help someone who has invited you.

3. If you've never used Easy Connect, click Use Easy Connect. If you've used Easy Connect before, you can choose from a list of previous contacts. To invite someone who isn't on your contact list, click Help someone new.

4. If the connection attempt fails, in the Remote Assistance dialog box, click Troubleshoot, and then follow the instructions.

Note

• The Remote Assistance troubleshooter is only available on computers running Windows 7.

If the troubleshooter doesn't identify any problems on your computer, then there might be a problem on the computer you're trying to connect to. Ask the person you're trying to help to run the troubleshooter.

If you're still having problems connecting, or if the computer that you're trying to connect to is running a different version of Windows, try the following:

For computers running Windows Vista or Windows Server 2008:

• Use the Internet Connectivity Evaluation Tool on the Microsoft website to check whether your router supports new connectivity technologies. For Remote Assistance to work, the computer must pass the Network Address Translator Type test and the UPnP Support test.

• If the computer you're trying to connect to is running Windows Firewall, make sure that your firewall settings allow Remote Assistance. For more information, see Allow Windows Remote Assistance to communicate through a firewall.

• Make sure the network profile of the computer that you're trying to connect to is set to either Work or Home. For more information, see Choosing a network location.

For computers running Windows XP or Windows Server 2003:

• Use the Internet Connectivity Evaluation Tool on the Microsoft website to check whether your router supports new connectivity technologies. For Remote Assistance to work, the computer must pass the UPnP Support test.

• Make sure the UPnP Framework exception is enabled in Windows Firewall.

• If the computer you're trying to connect to is running Windows XP, make sure that the Remote Assistance exception is enabled in Windows Firewall.

• If the computer you're trying to connect to is running Windows Server 2003, make sure that the Remote Desktop exception is enabled in Windows Firewall.

If you're having trouble connecting two computers running Windows Remote Assistance, the problem can exist on your computer, on the computer you're trying to connect to, or with the Internet connection on either computer. Also, if the person that you're trying to help is connected to a corporate network, connection attempts might be blocked by a firewall or Group Policy.

If the person you are requesting help from can't connect to your computer, you can run the troubleshooter on your computer to diagnose the problem.

To troubleshoot connection problems on your computer

1. Open Remote Assistance by clicking the Start button . In the search box, type Remote Assistance, and then, in the list of results, click Windows Remote Assistance.

2. Click Invite someone you trust to help you.

3. If you've never used Easy Connect, click Use Easy Connect. If you've used Easy Connect before, you can choose from a list of previous contacts. To invite someone who is not on your contact list, click Invite someone to help you.

4. If the connection attempt fails, click Troubleshoot, and then follow the instructions.

Note

• The Remote Assistance troubleshooter is only available on computers running Windows 7.

If the troubleshooter doesn't identify any problems on your computer, then there might be a problem on the computer you're trying to connect to. Ask the person that you're requesting help from to run the troubleshooter.

If you're still having problems connecting, or if the computer that you're trying to get help from is running Windows Vista or Windows Server 2008, try the Internet Connectivity Evaluation Tool on the Microsoft website to check whether your router supports new connectivity technologies. For Remote Assistance to work, the computer must pass the Network Address Translator Type test.

In order to help someone else by using Remote Assistance, the person you want to help must invite you. If the person that you want to help appears in the contact list, but you can't connect to the contact, then it is likely that the person hasn't invited you yet. For more information, see Why won't Windows Remote Assistance connect when I click a contact name?

If you’re at home, make sure your router is certified with the Windows logo, and use the Internet Connectivity Evaluation Tool on the Microsoft website to check whether your router supports new connectivity technologies. For Remote Assistance to work, your computer must pass the Network Address Translator Type test and the UPnP Support test.

If your computer is on an enterprise network, a helper within your local network might be able to connect using your private IP address. Also, your network administrator might have set up Group Policy or a firewall to block connections to your computer.