a remote assistance problem

[Guest]

I tried for two hours today to get remote assistance working with my mom whos
in the UK (I'm in the US). She downloaded Messenger 6.2 and when we tried to
make a connection she was told that she had to go to the messenger site and
update the software to a later version. Problem is as far as i know, this is
the latest version! Its the same one that I'm using and it works fine. We
also tried going through the 'start/programs/remote assistance route and got
the same result. Any suggestions guys? Thanks in advance!

 

[Guest]

I have had the same problem before. Tell her to go to the help and support
center, and send you a request via e-mail. Be sure to arrange this over the
phone or something, so she can set a password for you to access, and you will
know it when the time comes. If you want to explore this a little before you
tell her to do it, go to Start \ Help and Support \ Under "Ask for
Assistance", click the invite.... \ Click "Invite someone to help you" \ Then
you would fill out the e-mail portion. Hope this helps. Good Luck

-Tony

 

[Rick \Nutcase\ Rogers]

Hi,

Have her open Help & Support, go the Remote Assistance option and take the
option to create a file to send by email - it's nice and quick.

--
Best of Luck,

Rick Rogers, aka "Nutcase" - Microsoft MVP

Associate Expert - WindowsXP Expert Zone

Windows help - www.rickrogers.org

 

[Guest]

many thanks to you both - I'll try this out.

Hi,

Have her open Help & Support, go the Remote Assistance option and take the
option to create a file to send by email - it's nice and quick.

--
Best of Luck,

Rick Rogers, aka "Nutcase" - Microsoft MVP

Associate Expert - WindowsXP Expert Zone

Windows help - www.rickrogers.org

 

[Guest]

Thanks Again for advice but she tried it and a window popped up saying 'your
system settings prohibit you using this feature' (or very similar). I tried
changing her internet security level without success. Is it a firewall issue?
She doesn't have an independent one. She has Norton antivirus instioalled -
could it be a problem with that?

 

[Rick \Nutcase\ Rogers]

Hi,

Have her go to the control panel/system applet, and click on the remote tab
and make sure the option enabling remote assistance is checked.

--
Best of Luck,

Rick Rogers, aka "Nutcase" - Microsoft MVP

Associate Expert - WindowsXP Expert Zone

Windows help - www.rickrogers.org