[BobJam]

I was wondering if there's any capability WITHIN Windows XP to troubleshoot somebody else's computer by getting their desktop and programs to show (and manipulate) on your own machine. I'm not talking about things like "PC Anywhere", but rather a capability NATIVE to Windows XP (HE) that will allow you to do this.

The reason I want to do this is because I am going to try and troubleshoot my Sisters machine and she lives in Southern California and I am in Arizona.

As many of you probably know, troubleshooting via phone or email is at best tedious and likely futile with someone who basically is computer illiterate (that would be my Sister). If I could sit down in front of her machine, I probably would be able to solve her problem (I don't know what it is yet) within a half hour or so. But trying to talk her through some diagnostics is going to likely take days, with both of us getting frustrated and angry, especially me when she says something like "What's Control Panel" when I first start into this. And telling her to "click on this and then click on that" will probably not work.

So, this is why I want to see if there's any way I can do it at a distance myself.

I know there is something like "Remote Assistance", but my suspicion is that that's what manufacturers use to troubleshoot their own machines . . . like if somebody has a Dell, then Dell can connect to that particular machine, or HP can do HP, etc.

I'm looking for some way to do it myself without having to do much over the phone/email, other than tell her what she needs to do to get me connected for troubleshooting her machine.

Another hurdle, if there even is something like this, is going to be her OS. I think she has XP Pro, so if XP HE (my OS) can even do this, does the other system have to be XP HE also??

Again, let me make this clear. What I want to do, if I can, is sort of ""see" and manipulate her stuff through mine.

Can I do it, or am I going to have to try guiding her through "click on this and then click on that" over the phone or in

emails??

I've done troubleshooting over the phone before, and with novices it's very hard to do. I've also done troubleshooting via emails (with screenshots too), and this is also tedious, often leading to days of directions when I could solve the problem within minutes if I was just in front of the machine myself.

Thoughts??

[arcticsid]

I took a class on XP at the university a couple semesters ago and we learned about Remote Assitance, the class focused around PRO. Anyway, if you can use it with HE and PRO, this is the answer to your question, it's a pretty neat utility, I don't remember exactly how it works as I'venever used it outside of that class. I hope it works for you. I wish it would have been available when I was a novice running 95/98, it would have saved countless hours on the phone with my brother as he tried to troubleshoot by long distance, not to mention all the aggravation I must have caused him. Take care

ArcticSid

[tman]

h4. 5.7.1. Configuring the Windows XP Remote Server
If you want to be
able to control your Windows XP Professional system remotely, set it up as a remote server. Using an administrator user account, choose
Start, Control Panel ,Performance and Maintenance ,System , click the Remote tab, select the "Allow
users to connect remotely to this computer" checkbox in the Remote Desktop
section of the tab to enable incoming connections, and click Select Remote
Users if you want to control which user accounts can be used by remote clients.
(Windows automatically allows connections from the current user, along with all
user accounts in the local Administrators and Remote Desktop Users groups.)
Normally,
remote clients connect to the server via a local area network or a permanent
Internet connection. However, you can also configure the remote server to
accept incoming phone calls if you have a dial-up modem. Create a dial-up
connection that accepts incoming calls by running the New Connection Wizard
(click "Create a new connection" from the task pane in the Network
Connections window). Choose "Set up an advanced connection" as the
Network Connection Type, choose "Accept incoming connections," choose
your modem, choose whether to accept VPN connections, and choose which user accounts the incoming connection
can connect to.

Firewalls usually refuse remote access connections, so if you want your remote server to be
accessible from the Internet, you need to open a port in your computer's
firewall. Remote Desktop uses port 3389. If you use Windows XP's built-in
Windows Firewall, display the Network Connections window, right-click the
Internet connection, choose Properties from the shortcut menu, click the
Advanced tab, and click Settings to display the Advanced Settings dialog box.
Click the Remote Desktop checkbox; if the Service Settings dialog box appears,
just click OK.


When you connect from your remote client (described later in
this article), you need to provide a domain name or IP address. If your
computer connects via a dial-up, DSL, or cable connection, its IP address
changes each time you connect, and the computer doesn't have a domain name. One
solution is to have someone at the remote server display the _Network Connections window, right-click the Internet
connection, choose Status from the shortcut menu, click the Support tab, and
call, IM, or email you with the IP address that appears_. However, this solution is no good if no one is
available to do this. Instead, you can sign up for a dynamic DNS service at http://www.dyndns.org or http://www.tzo.com. The dynamic
DNS service at DynDNS.org gives you a free domain name in the form
<yourname>.dyndns.org (they offer several dozen domain names to which you
can add your name). TZO.com provides a subdomain at <yourname>.tzo.com
for $25 per year. You install a small utility on your computer that
automatically tells the dynamic DNS whenever your computer's IP address
changes.


One final configuration note: when a
client connects to your server via Remote Desktop, the user logs into one of
the Windows XP user accounts. You can't log into accounts that have no
password. Choose which account you plan for remote users to log into, and give
it a password.


h4. 5.7.2. Setting Up the Remote Client
To set up the remote client software that comes with
Windows XP, connect to the Internet and then choose Start/All Programs /Accessories /Communications /Remote Desktop
Connection.

(If it's not there, you need to install it from your Windows CD.)
In the Remote Desktop Connection window, type the domain name or IP address of
the server computer and click Connect. Log on with the Windows XP user account
and password for the remote server. Your computer screen now shows what's on
the screen of the server computer. A connection bar appears as a button on the
screen, showing the IP address of the remote server, along with Minimize,
Restore, and Maximize buttons you can use to resize the remote client window.
Once you're connected, you can cut and paste information
from the remote client window to other windows. You can also use local files in
your remote session; your local disk drives appear in My Computer (Windows
Explorer). When you print from the remote client, the print job goes to your
default local printer, not to the printer on the server.

Sometimes you would like to connect to
your home machine from work or while traveling. Making your home machine a
virtual private network (VPN) server is a secure way to accomplish this.


If you've ever taken
files home so that you can work on them on your personal computer, you've
probably had the experience of arriving to work the next day only to realize
you've forgotten to bring the files back with you. If the files were important
enough, you probably had to drive all the way back home to get them, or you're
had to make a lame excuse to your boss as to why you don't have the TPS report
ready yet. Perhaps you're a road warrior who has found yourself stranded in a
hotel room on a Monday morning, just hours before a big meeting, without that
copy of the presentation you thought you had copied from your home machine. If
either of these sounds like a situation you've been in, this is the hack for
you.


It is well known that Windows XP has
a VPN client built into it, which allows you to make secure connections to your
company's network. Less well known is that Windows XP also has the ability to act
as a VPN server, allowing you, or others you designate, to make secure
connections into your home network. While you have an established VPN session
with your home machine, you can access files from its hard drive or other
machines on the network that have file sharing enabled. All you need is a local
Internet connection and a VPN client that supports the Point to Point
Tunneling Protocol (PPTP), which the client for all versions of Windows does.


Preparing your home machine to accept
VPN connections is fairly straightforward. Click Start
Network and Internet Connections ,Network
Connections, Create a new
connection. This will launch the New Connection Wizard. While advancing through
this wizard, the options you want to enable are "Set up an advanced
connection," "Accept Incoming Connections," and "Allow virtual
private connections." The sixth screen of the wizard allows you to specify
the users that can use the VPN; make sure you enable at least one account. If
you haven't created a password for your user, now is the time to do so. You are
essentially opening up a part of your machine to the Internet, so make sure you
choose a good password. After the wizard is complete, nothing further needs to
be done; the VPN is ready to accept incoming connections. You can test this by
using a VPN client to connect to the IP address of the VPN server machine.


Most home users use a
router that provides Network Address Translation (NAT), which obscures the
actual IP address of the machine they want to make a VPN connection to. This
means you won't be able to make a VPN connection to your machine until you
configure your router to allow the VPN traffic to pass through to your VPN
server.

[mphenterprises]

Hi TMan. Thank you for that information. Can you please reference from where you found this information?

[dtaylo]

Take a look at WinDiagnostic -- see http://www.WinDiagnostic.com





Virtually every problem that develops on a stable system (excluding bad hardware) is produced by some software or
configuration change. A System Auditer like WinDiagnostic can be quite helpful
for diagnosing such problems. WinDiagnostic provides PC agents that
continuously monitor both the Windows Registry and all file systems for any
changes. The product will document all Windows and application program changes,
and will send reports via email whenever anything changes.





All you have to do
is review the reports and see what caused the problem.

[tman]

source is a subscription service called 'O'Reilly Safari books online'
safari.oreilly.com/0596009186/winxphks2-CHP-5-SECT-7

my employer has a subscription for everyone in our department





I believe the same information is available on the Microsoft Website--search for 'remote access' or try this link

[http://www.windowsnetworking.com/articles_tutorials/wxprmdtp.html]

[mphenterprises]

Great. Thank you for that. The reason I asked you to source your information is because of point #5 of the {document:id=1000}. For future reference, please provide the source of any resource you use to answer another member's question. Also, please only post the first few sentences, if applicable. Even though I am not a PCWorld representative, I do know that not doing the above can be detrimental to your access to this Community.

Thanks again.

[smax013]

BobJam said:

Another hurdle, if there even is something like this, is going to be her OS. I think she has XP Pro, so if XP HE (my OS) can even do this, does the other system have to be XP HE also??

If she has XP Pro, then she has Windows Remote Desktop built-in. Even with XP Home, you can download the Windows Remote Desktop client and remotely connect to her computer and control it. This should help some: www.microsoft.com/windowsXp/using/mobility/getstarted/Remoteintro.mspx. Here is the link to download the client for YOUR computer (XP Home does not come with Remote Desktop at all): [http://www.microsoft.com/windowsxp/downloads/tools/RDCLIENTDL.mspx]



Now, you should note that you will need to know her IP address...AND you will have to have Remote Desktop server function setup to run on her computer...AND you will need to configure any broadband router and/or software firewall on her end to allow the connection through to THAT specific computer (i.e. set up port forwarding on a router and open up some particualr ports on the software firewall). The instructions in the first link do show you how to configure Windows firewall, but NOT third-party firewalls (such as something like Zonealarm).

[tman]

source=Windows XP Hacks, 2nd Edition by Preston Galla--but--to avoid giving someone access to a 'paid' subscriber account--this information is 'freely' available as public domain information somewhere on Microsoft's website--I just thought I would save someone else the 'google' time that I spent finding it...I sincerely doubt that there will be any copyright infringement issues--it's kinda like looking out the window and telling someone that its raining and having that understood to be an infringement of the information provided on the weather channel--besides--I am a firm believer that 'information' requested deserves a clear concise answer--regardless of source---simplified version= ask a question>get an answer (just because someone publishes a book with readily available information in it, does not give them copyright priviledge to it)...in my opinion.

[BobJam]

smax013,

I don't think I need to download the Windows Remote Desktop client, because it looks like I already have it. I see it in Accessories>Communications>Remote Desktop Connection. Plus in that link you kindly provided it says that the Remote Desktop Connection client COMES with XP HE (and I do indeed have it on my menu, as I said).



However, that web page does give me some thoughts. One thing I read on that link makes me believe this will work: "The remote computer must be running Windows 95 or later. This computer must also have the Remote Desktop Connection client software installed. The remote computer is known as the client." So I would be the "client" and she would be the "host"? But another thing I read makes me believe that I'm going to have to get her IP address: "Note: If you're not connecting to the host computer through a VPN, you'll need to use the actual IP address of the host computer instead of the computer name." So, as you suggested, I will have to get her IP address. I can get it if she goes to "whatsmyip.org" . . . that's easy.



But having her configure her router is going to be the hard part, so maybe I'll have her use CrossLoop, which is a 3rd party remote assistance utility that will go "AROUND" her router and any software firewall she is using.

[smax013]

BobJam said:

smax013,

I don't think I need to download the Windows Remote Desktop client, because it looks like I already have it. I see it in Accessories>Communications>Remote Desktop Connection. Plus in that link you kindly provided it says that the Remote Desktop Connection client COMES with XP HE (and I do indeed have it on my menu, as I said).






However, that web page does give me some thoughts. One thing I read on that link makes me believe this will work: "The remote computer must be running Windows 95 or later. This computer must also have the Remote Desktop Connection client software installed. The remote computer is known as the client." So I would be the "client" and she would be the "host"? But another thing I read makes me believe that I'm going to have to get her IP address: "Note: If you're not connecting to the host computer through a VPN, you'll need to use the actual IP address of the host computer instead of the computer name." So, as you suggested, I will have to get her IP address. I can get it if she goes to "whatsmyip.org" . . . that's easy.






But having her configure her router is going to be the hard part, so maybe I'll have her use CrossLoop, which is a 3rd party remote assistance utility that will go "AROUND" her router and any software firewall she is using.

Yes, you will need her IP address.



Any remote assistance software will likely need some configuration of a firewalll and/or router. The only exception is some remote assistance software where SHE some how establishes the connection...that is because by default firewalls and routers are designed to essentially block all inbound traffic that is NOT intiated by the person's computer.



Technically, there are differences between a router and a firewall. A NAS router is actually not really "blocking" traffic but rather more so it just does not know where to ROUTE the traffic. With a router, when your unrequested connection (unrequest connection in the eyes of her computer...she might want the connection, but YOU are initiating it) comes it to the IP address on the particular port of the remote connection software, the NAS router will not know where to send that connection unless the router is setup "forward" connections on that port to particular computer (i.e. port forwarding). As a result, it does not thing with the connection...which has the same effect as blocking it. This is different that if SHE requests a connection (say opens up a web page)...in such a case, the router KNOWS which computer initiated the connection and knows to route all traffic associated with the that connection to that computer on the local network. Think of this process as like going over to someone's house. If you know what subdivision this person lives with you can get to their general location (which is kind of like knowing their IP address that gets them to their router...if they are using a router), but with out specific directions to their particular house, you might drive around the subdivision for hours or days looking for them (this is like the router not know which local computer behind the router you want to connect to...even if there is only one computer...the router will not "KNOW" that there is only one computer...to it, there are literally hundreds, if not thousands of computers behind it).



A firewall is different...whether a software firewall or a hardware firewall (the latter is less likely in residential connections). It is actually actively blocking the port for the remote connection. You can think of this as like you now know which house it is in the subdivision, but when you get there, the door is locked and you cannot get in...until she opens up the door. If you are establishing the connection, there she needs to set it up so that in essence she is leaving the front door unlocked. If you use some sort of software where SHE estalishing the connection, then it is kind've like you knock and then SHE unlocks and opens the door...but no quite...more really likely she knows that you are driving up and comes to front door and opens it before you get there.



The point is that unless you are using some software where SHE first establishing some sort of outgoing connection that you can then "connect to", you will need to configure any router and/or firewall for the connection.

[mphenterprises]

I completely understand. My point was geared more for future postings. Trust me, there are times when I am on both sides of the fence. Sometimes, it is just easier to google something for someone. On the flip side, sometimes prompting someone to search google on his or her own is the better option.

The information you initially provided was pretty much exactly what the BobJam needed. Again, thank you for sharing that information.