Make a remote diagnosis

If you’re even slightly confident as a computer user, pretty soon every family member, friend and associate will ask for your help. Alternatively, you could be the lost PC pal who needs assistance from a more knowledgeable buddy.

Either way, while advice can be imparted over the phone, it can be tricky for both parties to communicate precisely what is happening on-screen and what needs to be done.

This is where Remote Assistance can help –­ and it’s a feature built in to Windows. Using this technology, it’s possible to view the display of a remote PC, making it much easier to diagnose problems without relying on the other party to explain what is happening.

Taking things to the next level, Remote Assistance can also be used to take control of a remote computer, meaning that many problems can be fixed from a distance. Here’s how to help –­ or be helped.

There are a number of ways to start a remote help session, but it’s always the person needing help who starts the process. Probably the easiest way to get started is to make use of an instant messaging program, so we will concentrate on this method before looking at the alternatives.

In Windows XP, launch Windows Messenger and then select ‘Ask for Remote Assistance’ from the Tools menu. From the list of online contacts that is displayed, select the one you want to use and click OK. Alternatively, in the main list of contacts, right-click one of them and select ‘Ask for Remote Assistance’ from the context menu that appears.

In the case of Windows Live Messenger in Windows XP or Vista, open a conversation window with an online contact and click the ‘See a List of Activities’ button at the top of the screen. From the menu that appears, select Request Remote Assistance.

Whether Windows Messenger or Windows Live Messenger is being used, the person who has been asked for help will see an alert that reads ‘[Contact’s Name] is inviting you to connect to their computer using Remote Assistance. Do you want to Accept (Alt and C) or Decline (Alt and D) the invitation?’ For the session to start, the Accept link must be clicked.