Using Remote Assistance

Start a Session by Sending a File

If you are having problems with your email, you can use Remote Assistance by saving your request as a file and uploading it via our web site.

To invite a coworker to help you via Remote Assistance

1. Click Start, click Help and Support, and then click Invite a friend to connect to your computer with Remote Assistance. This is located under the Ask for assistance heading.
    
2. Click Invite someone to help you, and then select Save Invitation as a file.
    
3. Enter your name, and then choose a time on the Set the Invitation to Expire drop down box, (the default is 1 hour). Click Continue.
    
4. Type in a password and then click Save Invitation. The Save File dialog box appears. Save the file in the My Documents folder as shown below.
    
5. Open the My Documents folder, select the invitation file, and then click E–mail this file.
    
6. Enter the address of your coworker and send the e–mail. Your coworker will receive an e–mail message like that shown below.
    
7. After sending the e–mail, you will need to inform your coworker of the password. You can do this in a separate e–mail, over the telephone, or any way that is convenient and secure.

Your coworker can follow these steps to accept your invitation and start helping you.

To accept a Remote Assistance invitation

1. Open the e–mail message, and then open the attached Remote Assistance Invitation file. The Remote Assistance Invitation box appears as shown below.
   
   
   
   
2. Enter the password and click Yes.
    
3. The Attempting to Start Remote Assistance Session box appears. You can begin Remote Assistance as explained in the previous section, Using Remote Assistance Via Instant Messaging.

Sending a file

During a Remote Assistance session, you can send files from your computer to the remote computer. For example, you may send a file that is needed to fix a problem on the remote computer. This requires action by both parties, the helper who sends the file and the requestor who must accept it and save it.

To send a file when helping someone via Remote Assistance

1. In the chat dialog box, click Send a File, and then type the file path or click Browse as shown below.
    
2. Select the file and click Send File.

To receive and save a file from someone who is helping you via Remote Assistance

1. When you receive notification that someone is sending you a file, click Save as, as shown below.
    
2. Choose a folder in which to save the file. Note that you can also decline to receive the file by clicking Cancel.