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Instructions for requesting Remote Assistance from Brian R.

Please note that this is only possible if you are using Windows XP Home or Professional

Using Remote Assistance - Windows XP only

If you have used Remote Assistance in the past 6 months then go to number 4 below.

If you have used Windows Messenger in the past 6 months then go to number 2 below.

These instructions start with the basic pre-requisites - you will need to have Windows Messenger installed and available. You will also have to have 'Remote Assistance' enabled.

  1. First you should check that you have a recent version of Windows Messenger.

    Click on Start -> All Programs -> Windows Messenger.

    If you have searched rigorously and cannot find 'Windows Messenger' but you can see 'Remote Assistance' (RA) in 'All Programs' then you will have to invoke Messenger from within RA.

    Download the latest version (for free) from: www.microsoft.com/windows/messenger/.

  2. Verify that Remote Assistance is enabled. Firstly do either one of the following:
    • In Control Panel, click System.
    • In the Run dialog box, type sysdm.cpl, and then click OK.

    Then - On the 'Remote' tab, in Remote Assistance, select the Allow Remote Assistance invitations to be sent from this computer check box if it is disabled, and then click OK.

  3. Signing into Windows Messenger with the Guest account:

    If Messenger has automatically signed you in as another user then you will need to click upon 'File' and then 'Logout'

  4. To sign into Windows Messenger you need to get to a page that looks like one of the following:

    If you have been automatically signed in to our Guest e-Mail account and the screen looks exactly as shown above - i.e. your name is 'Guest' and the list of people below is just one - 'Brian R'. In that case you can proceed to the screen below on the right.

    If there is another list of people 'File' then 'Logout' UNLESS you have been automatically

    You will then be presented with the screen shown to the right...

    If this screen is available you should click on 'Sign in with a different account' as shown above.

    You should then have a page which looks like the one on the left below.

  5. From Windows Messenger you can request RA by selecting 'Actions' and then 'Remote Assistance' in the toolbar at the very top of the messenger Control window (as opposed to a Conversation Window).

    If you have previously requested our assistance by this method then you should simply be able to select our entry ( ) from the list by clicking on the Down Arrow .

    The password is regularly changed and you should have been told what that is by telephone or e-Mail in the past 24 hours.

    You will then be presented with the first screen above which is where you can then select Actions as shown to the right...

    When you click on 'Ask for Remote Assistance' another window will then appear

  6. Depending upon the work that you require us to perform we may:
    • Simply need to observe your screen and talk you through what needs to be done OR
    • Need to take control of your screen because the tasks to be performed are complex or you may prefer us to do so

    If we do need to take control then an alert will appear to that effect. Your confirmation will be required before control can be passed. At any time following you will be able to use the 'ESC' key to stop the remote control session.

If you have any suggestions about how these instructions could be improved then please use the contact facility on this Web site - you can choose to fill in a form if you want to remain anonymous OR you can use the e-Mail address provided.

If Remote assistance is failing then you may wish to check out the FAQ at MicroSoft: www.microsoft.com/windowsxp/using/helpandsupport/rafaq-general.mspx

I hope that has been useful. Any Comments, suggestions or corrections to: Our contact details please. This would be especially useful if the software environment you have is different to mine and the headings, text or prompts are different.

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