If you've ever tried to help a novice user troubleshoot a Windows problem over the phone, you know how frustrating the entire process can be. It's usually difficult for an inexperienced user to accurately communicate detailed configuration information, especially if the problem involves technically challenging areas, such as hardware drivers or network protocols. Because you're not looking over the user's shoulder, you can't see error messages or informational dialog boxes, so you have to rely on the user to read this crucial information back to you. Even when you successfully pin down the problem and find a solution, you have to walk the user through a potentially daunting repair process. And if the registry needs editing—well, good luck.
With Windows 7, on the other hand, you can eliminate most of those headaches using a cool support tool called Windows Remote Assistance. This feature, available in all versions of Windows 7 (as well as Windows Vista, Windows XP, Windows Server 2003, and Windows Server 2008), lets you open a direct connection between two machines over the internet or over a local area network. Even if you're hundreds or thousands of miles away, you can watch as the user demonstrates the problem and take control of the screen to make repairs quickly and accurately. You can investigate Control Panel settings, run diagnostic tools, install updates, and even edit the registry of the problem-plagued PC. Repairs that might have taken hours the old-fashioned way can be accomplished in a few minutes using this tool.
Remote Assistance is designed for informal, peer-to-peer use by Windows users without an extensive technical background. Although the user interface hides most of its complexities, a basic understanding of how Remote Assistance connections work can help you make reliable connections without compromising the security of either computer.
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