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  1. #1
    5 Star Lounger
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    Offer remote assistance

    I'm trying to set up remote assistance through a GPO to all my machines allowing myself and other domain admins to offer remote assistance, thus showing users and hopefully enlightening (*cough*sputter*scoff*) them as to how to fix their own problems; however, when I try to offer remote assistance, I get the error 'Permission Denied'. I'm logged on as a 'Helper' account, and that account is in the Helpers list through GPO. On a few test machines, I ran GPUpdate, just to make sure they have the current policies, but no luck. Any ideas?
    ____________________________
    Jeremy
    "If you spend more on coffee than on IT security, then you will be hacked. What's more, you deserve to be hacked." -Richard Clarke

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  3. #2
    Plutonium Lounger
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    Re: Offer remote assistance

    I see you're not getting any suggestions, Jeremy, so I'll make mine. I usually stay away from this kind of thing 'cause I don't really administer a network and don't have a lot of server experience. I just wonder if your process would be workable with something free like a TightVNC Solution? It does require the installation of the program on each computer, but I'd bet it wouldn't be a problem to do, maybe even script it for semi-automation.

  4. #3
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    Re: Offer remote assistance


  5. #4
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    Re: Offer remote assistance

    Also, have a look at You cannot offer remote assistance to a user whose computer is running Windows Server 2003 with Service Pack 1. BTW, what OS is being used on 'all my machines'?

    Joe

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    Re: Offer remote assistance

    bigal,

    I prefer to stay away from third party solutions if there's already an add-in available that came with the OS. It would work, and the installation wouldn't be difficult remotely, but I'd rather use something that came with the OS.

    Joe,

    Yep, scoured that article many times - to no avail. All client machines are running XP SP2, and all Servers are running 2003 SP2 (except my Exchange 5.5 server, thats running Win2k, but no real worries about that machine).

    Thank you both for the input; I've actually talked with the enterprise admin, and he told me that somewhere sometime long ago, remote assistance was shut off using a global GPO. I asked him why, and what his helpdesk does, and he replied (1) <img src=/S/shrug.gif border=0 alt=shrug width=39 height=15>, and (2) uses a custom application to take remote control. And the kicker - even as the network admin for my OU, I can't have the application. grrrrr.
    ____________________________
    Jeremy
    "If you spend more on coffee than on IT security, then you will be hacked. What&#39;s more, you deserve to be hacked." -Richard Clarke

  7. #6
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    Re: Offer remote assistance

    Since you've run into what appears to be a brick wall maybe a third party solution is not so bad looking now. Take alook at Fog Creek Copilot - Home.

    Joe

  8. #7
    Plutonium Lounger
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    Re: Offer remote assistance

    That looks something like what the Dell technician used when he was "helping" me to diagnose my bad DVD drive recently, except he didn't do anything on my computer, he just watched as I did what he told ME to do. If Jeremy's need is in a military organization, I'd wager he'd have trouble getting the money to front this one, Joe. Pretty expensive unless you've got a ton of assistance to do on a regular basis.

    I still think the freebies are a good choice, if possible to install in his environment.

  9. #8
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    Re: Offer remote assistance

    Yeah, I know the subscription isn't cheap. But, sometimes with the service getting permission to install something is really tough. If his organization has a subscription to WebEx: Web Conferencing, Online Meetings, and Video Conferencing or Live Meeting Home Page - Microsoft Office Online either would fill the bill.

    Joe

  10. #9
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    Re: Offer remote assistance

    If Remote Assistance doesn't work, have you tried Remote Desktop? Doesn't let the users see what you're up to, but might enable you to fix problems...

    John
    <font face="Script MT Bold"><font color=blue><big><big>John</big></big></font color=blue></font face=script>

    Ita, esto, quidcumque...

  11. #10
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    Re: Offer remote assistance

    Jeremy

    If you are looking to work mainly with XP Machines I would recommend that you use System Management Server 2003 a fine tool I use in addition to VNC. If it is for work you should have it in your MSDN pack...assuming you have access to it.

    Otherwise follow the Downloads link and have a go at the trial version. Our Help Desk use it all the time to offer support and it can connect to Virtual, profile driven and desktop mounted versions of XP.....oh by the way it bypasses the XP security lockdown if you are sysadmin on the network.
    Jerry

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