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  1. #1
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    Remote assistance (SP 2)

    There have been some lengthy threads on getting remote assistance to work, but I'm still not making it happen. I've studied all the MS knowledge base articles I can fine on the subject. Mine is not a corporate environment. I live in Washington, my mother lives in California. Here are our configurations:

    Mine: Windows XP Pro, SP2. Netgear wireless network with hardware firewall. Zone Alarm.
    Mom's: Windows XP Home, SP2, 2Wire wireless network, with hardware firewall, Norton Internet Security 2005.

    Both of our ISPs give us dynamic IP addresses. We are not using Windows Messenger. She is saving an assistance invitation to a file and e-mailing it to me through AOL. When I open the message and immediately try to connect to her system, it tries for several seconds, then displays this message: "Remote Assistance connection could not be established because the remote host name could not be resolved. Please try again." I've tried turning off each of the firewalls (not that I want to do that regularly, of course), and it still doesn't connect.

    Can anyone tell me with some authority that we can make this happen and how? I'm getting the feeling that nobody really knows--maybe not even Microsoft.

    Thanks!

    Earl Morton

  2. #2
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    Re: Remote assistance (SP 2)

    Are you entering a PC name or IP address? I think you want to enter the IP address.

    Joe
    Joe

  3. #3
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    Re: Remote assistance (SP 2)

    Earl, I assume that because you are both on wireless connections that you're both connected to the internet via some sort of router with NAT capability. If this is the case, your Mum's IP address may be getting scrambled. To check, when you receive the invitation, open the rcBuddy.MsRcIncident file in Notepad. Look at the RCTICKET field which should look something like this

    RCTICKET="65538,1,ip_address:3389;machine_name:3389,encrypted_connection_info

    Check the ip address value to be certain to the IP address of your Mum's machine and if necessary edit it
    <font color=448800><font face="Comic Sans MS"><big>Lyra J </font color=448800></font face=comic></big>
    <img src=/S/flags/UK.gif border=0 alt=UK width=30 height=18> Ducking the arrows in Robin Hood country <IMG SRC=http://www.wopr.com/w3tuserpics/Lyra_J_sig.gif ALT="No, Admins, no! I'm sorry, okay!" title="No, Admins, no! I'm sorry, okay!">

  4. #4
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    Re: Remote assistance (SP 2)

    Yes, I believe both our routers have NAT capability (but I'm not sure what that means). I opened the invitation file that I received from her in Notepad, and the IP addresses are correct. Another responder mentioned typing in the IP address rather than the computer name, but I don't believe she needs to do that. When she creates the invitation, there is a field for her to give her name, but it doesn't seem to matter much what she puts in that field; it is just so when I get the invitation I know who it is coming from. As the "novice" she surely shouldn't need to know how to look up her IP address.

    Any other ideas?

    Earl Morton

  5. #5
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    Re: Remote assistance (SP 2)

    If the IP addresses are ok, it seems there's two things that you could try which would be straightforward:

    1) Use MSN Messenger to ask for assistance (may not be feasible if you dislike this software, but it solves most RA issues, and is very easy)
    2) Remove the router from your Mum's end and get her to connect directly to her modem, then send the invitation

    Both of the above solutions should work. Of course, if you decide on the latter solution, remind her to reconnect the router as soon as everything is sorted out.
    <font color=448800><font face="Comic Sans MS"><big>Lyra J </font color=448800></font face=comic></big>
    <img src=/S/flags/UK.gif border=0 alt=UK width=30 height=18> Ducking the arrows in Robin Hood country <IMG SRC=http://www.wopr.com/w3tuserpics/Lyra_J_sig.gif ALT="No, Admins, no! I'm sorry, okay!" title="No, Admins, no! I'm sorry, okay!">

  6. #6
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    Re: Remote assistance (SP 2)

    Well, we've gone ahead and tried to use Remote Assistance with Windows Messenger, so we signed up for .NET passport accounts, but we still can't get it to work. She sends the invitation, and I receive and accept it, then Messenger tells me that it is attempting to connect to her, and after several seconds it says it can't connect because "the remote host name could not be resolved." What else can I try?

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    Re: Remote assistance (SP 2)

    Hi, Like you I never got remote assistance to work satisfactory outside of a corporate network. In the end I gave up and installed VNC viewer for Win32 and this does all I need. You can find VNC at www.realvnc.com and best of all it is free. Hope this helps. Cheers Graham.

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