To avoid the above scenario, we want to setup a group policy for our domain machines that allows our helper users or groups to offer Remote Assistance without an invitation from the User. Accounts with these credentials will be able to Offer Unsolicited Remote Assistance.
You'll need to verify that these helpers are members of the local "Administrators" group on the computers you want to establish a Remote Assistance session with. Explaining the intricacies of this step is outside the scope of this how-to, but you'll want to verify your new policy is applied to the machines you want to offer Remote Assistance to.
This Group Policy will need to be applied before your "helpers" will be allowed to offer an unsolicited Remote Assistance session. After you have selected the machine, RA will prompt you for the local user of that machine to send the request to. The user will be asked to allow permission for your helper's account to see their session.
Control may be requested after that time just as in a standard Remote Assistance session. It can be a pain for the expert "helper" to navigate Microsoft's clumsy Help and Support Center menu every time they need to offer assistance.
Though you can add the "Offer Remote Assistance" tool to your Help and Support favorites, it is still quicker to create a shortcut.
Note: Consider using the "runas" command to spawn Gencontrol as the user with appropriate credentials. If you are running Gencontrol with admin rights to the machine, Gencontrol will spawn a tightVNC session and toss the command back to the helper's machine.
Using group policy and creating a simple shortcut can dramatically reduce the time speant on calls while simultaneously increasing user awareness of "the fix" by allowing them to observe the "helper" working. It is a large temptation for help-desk support to utilize the quickest tool in this case, likely Gencontrol Thank you for sharing.
I haven't used this before because the Microsoft instructions were not very clear to me. Thanks Keith! Remote Assistance can be a pretty nice tool that offers the opportunity for some great user eduction and reduces the wear on the 'ole sneakers;. This is helpful. Meanwhile, a dialog appears on the Novice's machine saying that the Expert has accepted the invitation and asking whether the Novice wants to let the Expert see their desktop and chat with them.
If the Novice agrees, the Remote Assistance console opens on the tool that is open on the Novice's desktop and the Expert now sees the Novice's desktop within the Remote Assistance console on her own desktop.
Here's a screenshot using Virtual PC that shows the Novice's desktop at the top left and the Expert's at the bottom right:. Figure 2: Bob the Novice at top left and Mary the Expert at bottom left. If Mary needs to step in and take control over Bob's computer to fix something, she can click the Take Control button on the toolbar at the top left of her Remote Assistance console.
This prompts Bob to grant her permission to do so, and if he accepts then Bob's keyboard and mouse are now under control of both him and Mary, so it's best if, before taking control, the Expert advises the Novice not to use their keyboard and mouse until the Expert finishes fixing things and returns control to the Novice either user can press ESC to end the Expert's control of the session and return to view-only assistance.
There are times however when Help Desk may want to offer assistance to a user even if the user hasn't requested it. This is known as the Offer Remote Assistance feature and you need to know some things about it before you try implementing it. First, this only works when the computers of the Novice and Expert belong to the same domain or a trusting domain i. Second, you have to explicitly enable Novice computers to be able to receive and accept offers of Remote Assistance, and the usual way to do this is with Group Policy which is explained below.
Third, before you configure Group Policy settings for Offer Remote Assistance, you have to define a list of experts that are authorized to help users on your network. This last step is very important as you don't want just anyone to be able to offer Remote Assistance to your users as a hacker who compromised one of your machines could then offer to "help" your users and you know what that will mean.
Figure 4: The Offer Remote Assistance policy setting. Open this policy, enable it and select either "Allow helpers to remotely control the computer" the default or "Allow helpers to only view the computer" as desired:. Figure 5: Enabling Offer Remote Assistance in take-control mode. Click OK to configure the policy and wait for it to apply to Novice computers during the next Group Policy refresh.
Note: In Windows XP, members of the local Administrator's group on the computer are automatically helpers by default. Skip to main content. Navigation Microsoft security bulletins. Windows event ID encyclopedia. Posted by: SMal. Posted by: TheMessican 8 years ago. Answer this question. Posted by:.
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