Remote support overview.

If properly setup, it is possible to remotely access a computer from a remote location. The remote computer must be capable of requesting Remote Assistance or accepting Remote Desktop requests. All XP clients support remote assistance but only Pro supports Remote Desktop. Windows 2000 Pro only supports Remote Desktop.

The first step is to configure the remote router to allow this request through the firewall. Every router is different and may take some effort to figure out. If the router supports UPnP all that needs to be done is to activate that capability and make sure all firewalls on the computer allow UPnP through. If the router does not, some manual configuration is required. A feature called game access, DMZ or port routing can be configured to support one remote computer at a time.

All of these techniques are encrypted and as secure as any secure transaction on the Internet.

Remote Desktop allows unattended access whenever it is needed. Remote Assistance should be used if the remote user wants more control or to watch what is done. The RA requires that the user be at the keyboard and agree to the remote session each time it is started. 

You can specify with XP which level of access you want to allow (one, both or none). The user can turn this on/off depending on the level of security or open access they feel is appropriate. Click on Control Panel and open the System Properties dialog. Click on Remote tab and “Allow” Remote Assistance and/or Remote Desktop. Windows firewall adjusts automatically but other firewalls may have to be told to accept this type of connection.

To initiate Remote Assistance click on Start/Help and Support. Look for “Remote Assistance” on the Help and Support Center Screen. The format of the screen is typically customized by each computer vendor (i.e. Dell, Compaq, etc.) so you may need to look closely for this choice. Choose “Invite someone to help you”. Next choose “Type an email address.” Put the email address of the person who will help you in the blank. Follow the instructions to personalize the message. You will also have to be using Outlook or Outlook Express to send email directly. If using some other email system like Eudora or AOL look for the option to “Save invitation as a file (Advanced)”. This will create the file, store it where you can find it later and send the file as an email attachment using whatever email system you use.  

For unattended remote access Remote Desktop is used.  Coordination between the person helping and asking for help is not required. The helper who knows your IP address, your user id and password that has Administrator privileges on your computer will be able to login to the remote computer. The web site www.whatismyip.com will tell you your current IP. Some people use this for remote access to their home computer.

Remember your computer is exposed directly to the Internet if you set-up the router to use DMZ or port forwarding. This can be dangerous if your computer is not up-to-date or incorrectly configured. Remote Desktop is safer, more secure, easier to set up and the preferred method if you have a router that supports UPnP.