Need Windows Remote Desktop Help

cmort666

cmort666

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My cousin in Chicago has a laptop with Vista on it. It's running very slowly. She doesn't have the patience to be talked through checking things out so I was going to use Remote Assistance to look at it. I've got Windows 7 Pro, so they should be compatible.

Every time I try to use her invitations sent via email for Remote Assistance they open but it fails to connect. The Troubleshooter can find no issues. I talked my cousin through opening the right port in her router and making sure that all software firewalls were turned off. Remote control is enabled on her system. Still no luck.

Any suggestions? Installing different software is out. It took me several MONTHS to get her to go through the router settings with me. Installing more software could literally drag on until Christmas as she won't do it and I have neither the time nor the inclination to visit Apartheid Chicago before December.

There's go to be something I missed, or there's a problem with the routers or our ISPs (I use Cox Cable).
 
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:) "WOW" That's way over my head. I just spent 10 hours yesterday trying to get my wireless printer back on line. :confused: I called a friend this mourning and he said shut down the router and wait 10 seconds and turn it back on. Bingo a 10 second fix. Don
 
I strongly suggest trying the free version of TeamViewer. It's worked exceptionally well for me in the past, it's free, it's internet based [meaning a pretty easy access process for your cousin.]

All you have to do is follow the easy steps to host a session, invite her to it, and you're off and running.

Google TeamViewer.

Hope this helps,

Len
 
:) A friend of mine just sent me a email and said that a version of Team Viewer is already on Windows. I don't know anything about it but maybe you could fix her computer by useing Windows version of Team Veiwer. Don
 
I was going to suggest Team Viewer, but see I've already been beaten to it. Forget the version already on windows, go for a fresh install of the program.
 
What happens if she tries to initiate connection? Do you see anything on your end? I always used VPN so maybe the concept is different between utilities.
 
JcMack said:
What happens if she tries to initiate connection? Do you see anything on your end? I always used VPN so maybe the concept is different between utilities.
Click to expand...
Her side sits there with the Remote Assistance screen up. It says "Waiting for connection" or whatever it's supposed to say. My side says it's trying to open the connection, then retrying to open the connection, then fails. It pops up the box to troubleshoot or close. Troubleshoot never finds any problem.

I read a post from somebody on another site who says that it doesn't work via email unless you either edit the email message to change the address from the public to the private address. There's also an option to run Remote Assistance by specifying the public IP address of the requester.

I'm going to try using the public address directly. The problem is that my cousin complains that her system isn't working right, but then takes literally MONTHS to talk to me on the phone so that I can get something set up.

At one time VNC was actually set up on her laptop and mine because I had XP and XP can't offer assistance to Vista. I no longer have the information I need to get in on the laptop, and VNC isn't on this computer at all. Besides, I'm sure that her IP address has changed by now.

I won't be able to proceed until I can get her to go into the router and tell me the current public IP address.
 
JcMack said:
VNC is what I meant. I got my abbreviations confused. I'm old.
Click to expand...
I figured that Remote Assistance would be simpler to get going than to resurrect VNC on my side and to try to get her to find or reset the password on her end.

She really is making this difficult, and alternate software is going to be out of the question if I'm not there to set it up. I can't even get her to tell me the public IP address until late tonight or early tomorrow... if then.
 
I know you'd rather not try a third party thing, but I have to re-recommend team viewer. It'll go through routers, firewalls and ports.

More than that, it's supremely easy on the customer/user's side. If you both have internet capability, then you have all you need.

I've included a link to a .pdf file that shows the three steps you'll need to connect;

http://www.teamviewer.com/en/res/pdf/first_steps_spontaneous_support_en.pdf

FWIW...Microsoft sometimes uses this online for their customer service/support.

If you're not interested in it...I'll shut up now.

Len.

C+, INet+, MCSE
 
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