Microsoft Remote Assistance -- Very Cool Tool!

Not that "computer technician" falls into my category of specialties, I do have some experience with and knowledge of the more advanced features of Windows, and oftentimes my clients will come to me for advice on how to *fix* things. Usually, by asking a few questions and determining what might be causing any problems, I am able to provide a solution with a quick email. Sometimes, however, the issues are a little more complicated, and without actually sitting down in front of the computer, it's very difficult to determine the underlying problem. In cases such as this, the Remote Assistance program included with Windows can be a lifesaver. Just this morning, I helped out a client who was experiencing some issues with her Internet browser using this feature.

At first, I could not establish a connection when it was initiated by the client -- an error message saying that 'the program might have been closed' (on her end) was as far as we got. I was about to attempt to connect with an invitation initiated on my end, when I thought, "I wonder if Windows Firewall is preventing me from connecting?" ... I asked my client to set the firewall exceptions to allow the Remote Assistance program to run, and after executing the program again, it allowed me to gain full control of her computer. I was skeptical at first because she is running Windows XP, whereas I am *ugh* running Windows Vista, but for once the two operating systems had no difficulties communicating with one another.

While my client sat back in her chair and watched me click and drag my way around her desktop (which she later described as "creepy"), I was able to change a few settings in her Internet Options, perform a few Microsoft Updates and reset her security settings to help resolve the issues. Keep your fingers crossed, as she has not experienced any further glitches with the Internet.

And it's nice to know that my clients have enough trust in me to completely take over their computers once in awhile.