Remote Assistance

[Guest]

When trying to connect using Remote Assistance I get an error:
"Remote Assistance connection could not be established because the remote
host name could not be resolved. Please try again." We are both using high
speed cable connections (one is Cox and one is Comcast) and we are both using
wireless networks at home. In addition, I was able to connect with my
brother on a dil-up without any problems. We both diabled our firewalls but
I see MS automatically opens the port for Remote Assistance. Any help would
be greatly appreciated.

Thanks
Joe O

 

[Robin Walker]

When trying to connect using Remote Assistance I get an error:
"Remote Assistance connection could not be established because the
remote host name could not be resolved. Please try again." We are
both using high speed cable connections (one is Cox and one is
Comcast) and we are both using wireless networks at home.

The problem probably lies at the Novice end (the end requesting assistance).

If the Novice's PC is behind a NAT router (such as a wireless router), then:

- the NAT router must support UPnP;
- UPnP support must be enabled in the router;
- in the XP requesting assistance, Windows Firewall must be configured with
Exceptions enabled for (a) UPnP Framework, and (b) Remote Assistance.

UPnP is required so that Remote Assistance can discover the WAN IP address
of the router, for the Expert to connect to.

If the router does not support UPnP, then you will not be able to make
Remote Assistance calls from behind it, so that the Expert can automatically
connect.

 

[Guest]

Thanks for the info it got us connected.

Joe O

The problem probably lies at the Novice end (the end requesting assistance).

If the Novice's PC is behind a NAT router (such as a wireless router), then:

- the NAT router must support UPnP;
- UPnP support must be enabled in the router;
- in the XP requesting assistance, Windows Firewall must be configured with
Exceptions enabled for (a) UPnP Framework, and (b) Remote Assistance.

UPnP is required so that Remote Assistance can discover the WAN IP address
of the router, for the Expert to connect to.

If the router does not support UPnP, then you will not be able to make
Remote Assistance calls from behind it, so that the Expert can automatically
connect.

 

[Guest]

Where and how do I check to see if UPNP is enabled. The problem is I can't
get my friend to connect using remote assistance it says timed out novice did
not answer in the time frame.

 

[Robin Walker]

Where and how do I check to see if UPNP is enabled.

In the configuration pages of the NAT router at the novice end. The novice
will have to check this. Consult also the user manual for the NAT router in
question.

 

[Guest]

When trying to connect using Remote Assistance I get an error:
"Remote Assistance connection could not be established because the remote
host name could not be resolved. Please try again." We are both using high
speed cable connections (one is Cox and one is Comcast) and we are both using
wireless networks at home. In addition, I was able to connect with my
brother on a dil-up without any problems. We both diabled our firewalls but
I see MS automatically opens the port for Remote Assistance. Any help would
be greatly appreciated.

Thanks
Joe O