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Troubleshooting Remote Assistance

Remote assistance can be problematic for numerous reasons. The following will break down the most common problems in to categories and will provide a starting place when looking for solutions. Users should be educated on these issues.

  1. Network Issues:

    • No connectivity: If a connection cannot be made between the Novice and Helper, there are several components to look at.

      • Firewall – If there is a firewall, the Remote Assistance connection may not be possible due to the current security policy. Check with your friendly Network Administrator to see if it is within the security policy to allow a Remote Assistance connection.

        Figure 4-26Figure 4-26:

      • Network Down – As with all networks, it is possible that yours is down. You can test this by trying to make a connection via the Windows Messaging service.

    • Slow connectivity: If the connection between the Novice and Helper is lagging, there is not much that can be done. Fundamentally, it will be due to inadequate bandwidth. Whether as result of an overloaded network or a low bandwidth connection, there is not much that can be done other than to demote the audio settings if they are enabled. This setting is adjusted using the Settings button on the Remote Assistance window on either the Novice or Helper side. In addition, you can ensure that all other Internet based programs are closed or disabled.

      Figure 4-27Figure 4-27: Adjusting the Audio quality of the Remote Assistance connection


  2. Misconfiguration Issues:

    • Remote Control Fails – If you cannot establish a Remote Control session but you know that you are connected, you will need to ensure that the Remote Desktop settings are correct by right clicking on My Computer > Properties > Remote > Remote Desktop frame and ensure that the Allow users to connect remotely to this computer option is checked.

      Figure 4-28Figure 4-28: Remote Desktop properties windows


    • Miscellaneous Errors – If the settings for Remote Desktop are correct, other possible causes for a rejected connection are as follows:

      • The clock settings do not match or the time limit has expired. Try to resend the Invitation and verify that the computer clocks match and that the date is correct.

        Figure 4-29Figure 4-29:

      • Account not permitted to connect – Verify that the account has connect privileges under the Remote Desktop settings previously mentioned.

        Figure 4-30Figure 4-30:

      • File Error - If the file is already open or is corrupt, the Novice will have to resend the invitation

        Figure 4-31Figure 4-31:

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