GVSU Request Remote Help

 

 

 

 

Click here to download a PDF version of this tutorial.

If you are experiencing a computer related issue on your GVSU Windows 7 machine, it could possibly be resolved by a IT support person by using a remote connection to your computer.

This process will allow the IT support person (remote user) to be able to work with you (end user) on your machine without having to come to your location.  The remote connection default is to allow the remote user to view the end users’ desktop and observe what the end user does.  The end user can also grant the remote user access to share control of your desktop to help resolve an issue.  It is highly recommended that the remote user and end user communicate over the phone during this process, but a chat option is also available.

Starting the Remote Connection

End User: (This will indicate who the information below pertains to)

  • This is the "Request Remote Help" icon that should be on the desktop of yor Windows 7 computer. Double-click on it to start the remote help session.

Remote Help Icon

  • A "User Account Control" window may appear to ask you to allow the program to run, clicl on the "Yes" button.
  • The following window will open with the instructions on how to procees with the remote session, click on the "OK" button.

Start  Remote Assistance

  • This is the code the remote user will enter to connect to your machine.

Remote Assist Invite

  • The request and code can be emailed to the remote user by enering their email address in this window. The default address goes to the IT HelpDesk.

Remote Assist Recipient

  • Enter your 7 digit phone number in this window.

Remote Assist Contact information

  • You have the option to pass along any notes you deem important. This will appear in the subject line of the email.

Remote Assist Problem Description

Remote User:

  • The remote user will receive a RemoteAssist email message in their Outlook Inbox.

Remote Assistance Email

  • The message will contain the information needed for the remote connection to be made.

Remote Assistance Email

  • The remote user will open the attachment.

Remote Assistance Attachment

  • The remote user will enter the code from the email and click the "OK" button.

Remote Assistance Password

End User:

  • The following window will appear on the end users desktop, click on the "Yes" button to allow the remote connection.

Remote Assist Confirmation

  • The Windows Remote Assistance window will appear on the end user's desktop, listing the person who has remotely connected to your machine.

Remote Assist Menu

  • At this point the remote user can only view and observe while the end user has control of the mouse curson.

Granting Shared Control

Remote User:

  • If it is determine that the remote user could better assist you with your issue by the end user granting them shared control, the remote user can sens a "Request Control" from the remote assistance window on their desktop.

Remote Assist Desktop

End User:

  • The end user must grant the remote user share control access of their machine. You can always decline this option, or recind it at any time.

Remote Assist Confirmation

Note: Only One of you can control the mouse cursor at a time.

Chat Option

  • You could use the Chat option to communicate with the remote user if you prefer or cannot use the phone during the remote session.  Just click on the "Chat" button to open the typing area.

Remote Assist Chat Window

Stop Sharing & Disconnect

  • When the end user is ready to stop sharing control of their machine with the remote user (hopefully after the issue has been resolved), simply click on the "Stop Sharing" button.

Remote Assist Menu

  • The end user can then close the Remote Assistance window by clicking on the red X in the upper right corner. This will disconnect your machine from the remote user.

Remote Assist Menu

Page last modified June 14, 2013