Can't connect via Remote Assistance

[Guest]

We have a few offices in other states. I'd like to be able to remotely
control users computers there for support. Today for the first time, I tried
Remote Assistance. I had the remote computer user check to ensure that
Remote Requests for Assistance could be sent from their computer and that
Remote Desktop was enabled. Then I had them go into Help and Support and
issue a Remote Request via email, which I received. I opened the attachment,
typed in the password, then I get the following error:

Remote Assistance connection could not be established because the remote
host name could not be resolved. Please try again.

I tried it multiple times. What am I doing wrong or have forgotten to do?
I don't know who their ISP is, but I'm sure its some type of DSL/Cable
connection, probably with the ISP supplied router and all of the machines
there probably have DHCP. How does Remote Assistance work across the net,
through a firewall, on a non-static IP and find the correct computer on the
other end (if there are more than one behind the router)?

 

[Robert L [MVP - Networking]]

You may need to modify the IP address. This search result may help,

remote desktopHow to fix the error "Remote Assistance connection could not be established because the remote host name could not be resolved"? ....
http://www.chicagotech.net/rdesktop.htm


Bob Lin, MS-MVP, MCSE & CNE
Networking, Internet, Routing, VPN Troubleshooting on http://www.ChicagoTech.net
How to Setup Windows, Network, VPN & Remote Access on http://www.HowToNetworking.com
We have a few offices in other states. I'd like to be able to remotely
control users computers there for support. Today for the first time, I tried
Remote Assistance. I had the remote computer user check to ensure that
Remote Requests for Assistance could be sent from their computer and that
Remote Desktop was enabled. Then I had them go into Help and Support and
issue a Remote Request via email, which I received. I opened the attachment,
typed in the password, then I get the following error:

Remote Assistance connection could not be established because the remote
host name could not be resolved. Please try again.

I tried it multiple times. What am I doing wrong or have forgotten to do?
I don't know who their ISP is, but I'm sure its some type of DSL/Cable
connection, probably with the ISP supplied router and all of the machines
there probably have DHCP. How does Remote Assistance work across the net,
through a firewall, on a non-static IP and find the correct computer on the
other end (if there are more than one behind the router)?

 

[Guest]

Thanks for the links, very informative. I was wondering if I could edit that
assistance request attachment. I think the problem is that the computer I
need to connect to is behind a firewall and doesn't have 3389 open. After I
get that resolved, if there are more than one computer behind that firewall
that I need to connect to, will doing the remote assistance via windows
messenger work?

Or will I have to have port 3389 forwarded to each particular computer, each
time, that I need to connect to? That would be a real pain as I have no
access to their firewall from here.

 

[Robert L [MVP - Networking]]

You can modify the TS port. This how to may help,

Terminal ServiceHow to modify Terminal Server's accessing port How to Print to a Local Network Printer in TS How to redirect TS client printers ...
http://www.howtonetworking.com/server/ts.htm


Bob Lin, MS-MVP, MCSE & CNE
Networking, Internet, Routing, VPN Troubleshooting on http://www.ChicagoTech.net
How to Setup Windows, Network, VPN & Remote Access on http://www.HowToNetworking.com
Thanks for the links, very informative. I was wondering if I could edit that
assistance request attachment. I think the problem is that the computer I
need to connect to is behind a firewall and doesn't have 3389 open. After I
get that resolved, if there are more than one computer behind that firewall
that I need to connect to, will doing the remote assistance via windows
messenger work?

Or will I have to have port 3389 forwarded to each particular computer, each
time, that I need to connect to? That would be a real pain as I have no
access to their firewall from here.

 

[Guest]

Man, that would be a giant pain the rear, to have to configure the router at
each location, with a special port forwarded to each particular users
computer. Plus, I'm sure they all use DHCP, they would all have to be given
static internal ip addresses.

On top of that, how do I tell my end which machine I want to connect with?
I mean if they each have a particular port forwarded to individual machines,
how do I connect to a particular machine? Or does the fact that they are
initiating the request resolve that, if the port is opened at each router and
a port forwarded to every individual machine?

I can't believe that Windows Messenger can't get around this limitation if
it is used to initiate the request, since there is already a connection from
end to end there.


Dean