Remote assistance

[DG]

I am presently trying to use Messenger for remote assistance but without
much success.

On one PC I request remote assistance. The request is received on the second
PC, and accepted. The first PC receives confirmation that the request has
been accepted but that's it! No user console opens and nothing more happens.

Any ideas?

Both PCs run XP Pro and both sit behind a Linksys AG241 router. The
requesting PC has Windows firewall running and the helper PC Norton Internet
Security 2005.

Thanks.

DG

 

[Guest]

Try enabling UPnP (Universal Plug n Play) on both routers.

 

[Dan Porter]

I'm having the same problem, the user requests assistance, i accept the
users request for assistance but nothing happens, I have been told by
microsoft tech support that I need to open port 3389 to allow this
connection, I'm sure it's the router thats the problem because if I connect
direct to the PC from the broadband modem it works fine, any ideas how to
get the router to allow connections through port 3389 would be much
appreciated

cheers
Dan

 

[Guest]

Did you enable UPnP on your router? You don't have to open any ports if you
enable UPnP.

 

[Dan Porter]

Yeah UPnP is enabled, I emailed Netgear and they told me how to open 3389 on
the router but It made no difference, then they told me that I need to
update the firmware for this to work but whenever I try it says firmware
update unsuccesful. Please check file, I'm waiting for another reply now.
Cheers
Dan

 

[Guest]

Dan, Go to Start/Run/ type "services.msc" without the quotes then hit Enter.
Make sure the Status for both the SSDP Discovery Service and Universal Plug
and Play is Started and the Startup Type is set to Automatic. Then reboot
your system and try remote assistance.

 

[DG]

Thanks for that, Darrell.

Found that from an earlier reply eventually. It worked a treat for me.

DG

 

[Dan Porter]

Nope, still can't connect, universal plug and play wasn't running so I
started the service and set it to automatic but still can't connect, I got a
response from netgear that they can't support it via email and I have to
phone them so I'll try and call them tonight.
Cheers
Dan

 

[Guest]

Make sure that the other users computer you are trying to remotely assist
also has the "SSDP Discovery Service" and "Universal Plug and Play" service
started and the start up type set to Automatic. After doing this, goto My
Computer/Right-click your Crive and select Properties. Click on the Tools
tab and click "Check Now" for Error-checking. Select "Automatically fix file
system errors" then click Start. When you restart your systems the Error
checking will start. After the error-checking has completed on both systems
and you're back at desktop, try to remotely assist your friend again.

 

[Dan Porter]

Remote assistance works fine if I don't go through me router, if I go direct
to the PC from the broadband modem it connects fine

Cheers
Dan

 

[Guest]

Dan, I already understand that if you bypass the router remote assistance
works fine. In order for remote asistance to work through the router, you
have to enable UPnP on the router (which you said you've already done) and
make sure the services for "SSDP Discovery Service" and "Universal Plug and
Play" are started and set to automatic on BOTH systems. Did you verify that
the services were started and set to automatic on the system you are trying
to assist?

 

[Dan Porter]

I tried that with the Users computer but it still didn't work, I got them to
start and set to automatic SSDP and UPnP in services, restarted, confirmed
they were running and then tried and I still can't connect, looks like when
I have to help a user I'll have to unolug the router, or try another router,
don't know where else to go.

Cheers
Dan

 

[Guest]

You had stated earlier that you had trouble sucessfully upgrading the
firmware to your router. Was that issue resolved? If you can, try using
someone elses router to see if you can remotely assist through the
router...if you can then you know the issue is specific to the router you
were using and just purchase a new one.