There are different tools that will enable someone to assist you, even if he is not near your computer. Those tools enable the support person to get control of your computer, see what you see, so he can see the problem you encounter, and perform the solution to try and solve your problem. You can see all that he does on your computer, and of course, you are the one who initiates the connection to that assisting person from afar.

Most of the technical people who offer online computer assistance are using a web application called “WEBEX“, that is a website tool, that the support assisting person will give you the link to that WEBEX application website, where you will get from him the Login information, and of course, you will be the one who accepts the assistance connection, to let the online assistant technician take control of your computer, and you can see all of his activities on your computer and disconnect him if you’re not happy with his actions on your computer, you are in control.

Another tool is the “TEAMVIEWER“, this tool needs to be installed on both computers, the one giving the online assistance and the client who asks for the assistance. When both have this tool, the one who wants to connect to the other, needs to ask the other to give him the ID number (showing on his TEAMVIEWER) and the password (usually numbers), using those details, the online assisting person can get connected to your computer, see what you see, and again see the problem and conduct the stages to solve them, while you can watch. Again as you can see the client requesting the online assistance is the one who initiates the connection, without the ID & Password details, the remote assisting person can’t take control of your computer, again you’re in control.

Another online support option is getting a chat with an online technician, that in a chat can try and guide you on the steps you might need to solve your problem. The chat is called “Live Person”, and it enables support professionals to give online assistance, as they chat with the client, ask for the information which relates to the problem the client has,
and guide him on how to solve his problem. This might not be the best way or the continent one to work out your problems, but this is another online assistance you can use, and of course, if you do not have a way to get the previous solutions of full control of the online assisting person, chatting with a professional and do it yourself with his guidance still can solve your problem.

Sometimes we reach situations that require remote assistance, which means that we do not have someone close to us that can assist our computer problems, that we need to ask a support person to give us remote assistance. There are different tools to get remote assistance, I will discuss some tools and techniques that enable to get such remote access, mostly on the windows operating system environment.

Windows XP has a remote desktop assistance feature built-in that you can enable before you can let someone from the outside take control of your computer, see your problems and try and assist your computer.

The procedures are:

1. Right-click “my computer” (you should have it on your desktop or through start-> my computer).
2. Select “properties”
3. Click on the “remote” tab.
4. Tag the check-box of the “allow remote assistance invitations to be sent from this computer”
5. Click on the “advanced” button.
6. Tag the check-box of the “allow this computer to be controlled remotely”
7. Both computers need to have internet access – (connected to the internet).
8. Go to the desktop and press F1 (this will open the basic help menu).
9. On the right-hand side under ask for assistance press the “invite a friend to connect to your computer with remote assistance”
10. Now select (click) the “invite someone to help you”
11. Select how you want to do the invitation, you can choose from a “windows messenger” (downloading it) or e-mail the invitation using an e-mail address.
12. Type the message you want, and “continue”
13. Set the number of hours that you want your computer to be accessible for remote assistance (this will close the access from the outside after the time period expires). Also choose if you want to set a password or not (if you choose yes, the remote assistance person will have to know what password you have set in order to be able to access your computer).
14. The remote assistance will receive an e-mail with an attachment and will need to accept the invitation, you will be prompted to connect to the sender, then type the password if it was set (if you don’t know it, contact the person you’re supposed to assist remotely). open the attachment, and select “open it”.
15. Click yes to connect to the remote computer.
16. From here you will get control of the remote computer. (This enables you to transfer files, start a chat session (online contact with the remote client who asked for assistance) all that in real-time and of course see what the remote computer sees and try to see the problem and solve it.

There are many companies who offer such remote assistance for supporting clients, some of them use a session called  “WEBEX“, the WEBEX application is hosted on a website, and the remote support person gives you as a client an internet address, that address will enable you to click a “connect” button, which will prompt a request for a key (which you will get from the support person) and after clicking that authenticated code you have received from the support person, he will be able to control your computer. That type of technology creates a connection between the support and the remote client, it’s like the client gives access to the remote session and enables the connection to be open.

Another way to connect to a remote windows operating system (server or client), the one who wants to connect to the remote client is using a program called MSTSC, you just do START–>RUN and type MSTSC and press ENTER. That opens a remote desktop client. There you need to type the remote client’s IP or computer name, then you get the login of the remote client as if you are on that computer, and you just type in the user and password and you will be logged in to that computer as if you are on the server itself.

There is a way to connect to your organization as if you’re at the office, even though your somewhere else in the world. This technique is called VPN (Virtual Private Network). VPN enables you to create a connection, that enables you while you get the connection to work as if you are locally at your office’s network. You gain an IP from the local LAN (local network of the organization) and you can work as if you were at your office, connected to the local LAN (local network). Such a connection enables you to connect to any computer that is connected to the office network, and get access to give the assistance one of the employee needs.