Remote assistance for my Mom

I have been trying to get remote assistance working for my Mom who is just
learning to use a PC and I am having all kinds of issues getting it to work
properly. She is running Vista Home Premium and is behind a att.com 2Wire
Home Portal router. I have gone into the home Portal Router and allowed
both Remote Assistance and Remote Desktop through to her PC. I have opened
up the allowed features in Windows Firewall and even have tried shutting the
Firewall off. I had McAffe Security installed and I removed it as well to
see if it was blocking me. On the other end I have a Netgear FVS318 router
and I have not opened any ports on it for remote assistance because when I
am behind it on my network I have been able to help people before with no
problems. My Mom will be the one initiating the remote assistance to me to
help her. Any ideas why I can't connect to her? When we sends me the
remote assistance request it pops up in my Messenger window and I can click
accept. It then pops open the window were it says attempting to connect
to....But it never does. Is there more ports I need to open up on her
router or PC?

Thanks

Hi Scott,

The first Remote Assistance sometimes fails, the problem comes into
play, if when you try again and it fails. So try again after it fails the
first time.

Actually you want McAfee Security installed. It has logs and you can
view the logs to see what is happening. It can Set the Security Level to
Tight on both computers and have it work. However, in the McAfee Personal
Firewall Plus' Program Permissions, you want the Program to have Full
Access. This way, you don't need to open ports up. It is not going to say,
Remote Assistance or Remote Desktop.

Make sure that Services has Full Access. SVCHost.exe also has Full
Access. Make sure that Windows Messenger as well as Windows Live Messenger,
if using has Full Access.

Also, if she has an Anti-Virus Program, actively scanning, disable it,
while using Remote Assistance, because it slows Remote Assistance down to a
crawl, including any background processes like the Weather Channel for an
example.


--
thecreator




"Scott Micale" <> wrote in message
news:EDB83FD0-A1D7-48C5-9E79-...
>I have been trying to get remote assistance working for my Mom who is just
>learning to use a PC and I am having all kinds of issues getting it to work
>properly. She is running Vista Home Premium and is behind a att.com 2Wire
>Home Portal router. I have gone into the home Portal Router and allowed
>both Remote Assistance and Remote Desktop through to her PC. I have opened
>up the allowed features in Windows Firewall and even have tried shutting
>the Firewall off. I had McAffe Security installed and I removed it as well
>to see if it was blocking me. On the other end I have a Netgear FVS318
>router and I have not opened any ports on it for remote assistance because
>when I am behind it on my network I have been able to help people before
>with no problems. My Mom will be the one initiating the remote assistance
>to me to help her. Any ideas why I can't connect to her? When we sends me
>the remote assistance request it pops up in my Messenger window and I can
>click accept. It then pops open the window were it says attempting to
>connect to....But it never does. Is there more ports I need to open up on
>her router or PC?
>
> Thanks

Yes I tried this several times with no success. She is logged into the
system as a admin so I would say all the services have full access. I will
load McAffee back in once I can get this working. I am just wondering if it
has something to do with this 2wire firewall. What are the ports that need
opened for Remote Assistance? I thought that really you didn't need to mess
with ports for remote assistance to work. Seems like this can be a huge
problem for the home user to figure out.

Thanks

"thecreator" <> wrote in message
news:...
> Hi Scott,
>
> The first Remote Assistance sometimes fails, the problem comes into
> play, if when you try again and it fails. So try again after it fails the
> first time.
>
> Actually you want McAfee Security installed. It has logs and you can
> view the logs to see what is happening. It can Set the Security Level to
> Tight on both computers and have it work. However, in the McAfee Personal
> Firewall Plus' Program Permissions, you want the Program to have Full
> Access. This way, you don't need to open ports up. It is not going to say,
> Remote Assistance or Remote Desktop.
>
> Make sure that Services has Full Access. SVCHost.exe also has Full
> Access. Make sure that Windows Messenger as well as Windows Live
> Messenger, if using has Full Access.
>
> Also, if she has an Anti-Virus Program, actively scanning, disable it,
> while using Remote Assistance, because it slows Remote Assistance down to
> a crawl, including any background processes like the Weather Channel for
> an example.
>
>
> --
> thecreator
>
>
>
>
> "Scott Micale" <> wrote in message
> news:EDB83FD0-A1D7-48C5-9E79-...
>>I have been trying to get remote assistance working for my Mom who is just
>>learning to use a PC and I am having all kinds of issues getting it to
>>work properly. She is running Vista Home Premium and is behind a att.com
>>2Wire Home Portal router. I have gone into the home Portal Router and
>>allowed both Remote Assistance and Remote Desktop through to her PC. I
>>have opened up the allowed features in Windows Firewall and even have
>>tried shutting the Firewall off. I had McAffe Security installed and I
>>removed it as well to see if it was blocking me. On the other end I have
>>a Netgear FVS318 router and I have not opened any ports on it for remote
>>assistance because when I am behind it on my network I have been able to
>>help people before with no problems. My Mom will be the one initiating
>>the remote assistance to me to help her. Any ideas why I can't connect to
>>her? When we sends me the remote assistance request it pops up in my
>>Messenger window and I can click accept. It then pops open the window
>>were it says attempting to connect to....But it never does. Is there more
>>ports I need to open up on her router or PC?
>>
>> Thanks
>
>

You may want to make sure the following:

1) The network is set as private network as shown at the Network and
Sharing Center.
2) Windows Live Messenger is running on your mom's PC.
3) If Windows Firewall is used, it is set as MS's recommended
way.("Windows Firewall is helping to protect" with green background colour.)

My experience about Remote Assistance with my mom is as follows:

1) RA(Remote Assistance) sometimes fails, so try more than onece. Still
no go, then try different time of the day; morning or evening, etc.
2) If both you and your mom are running Vista then you can "Offer Remote
Assistance" from WLM and let your mom respond to it. I have better luck
with this way to make RA connection.
3) If all fails then I use Remote Desktop instead. This requires your
mom to 1)enable Remote Desktop 2)open its TCP port 3389 with the router
and 3)check and inform you of her global IP.

Greetings,

Remote Assistance through a router requires Universal Plug and Play (UPnP) support. Without
UPnP, it will never connect.

You might consider abandoning this and using Windows Live SharedView instead:
http://microsoft.com/downloads/detai...6-6d440fe9522b

You'll need to walk her through the install and sign in perhaps over the phone, but if she's
using Messenger, I think you'll be able to sort it out.

--
Jonathan Kay
Microsoft MVP - Windows Live Messenger
MSN Messenger/Windows Messenger
MessengerGeek Blog: http://www.messengergeek.com
Messenger Resources: http://messenger.jonathankay.com
(c) 2008 Jonathan Kay - If redistributing, you must include this signature or citation
--


"Scott Micale" <> wrote in message
news:EDB83FD0-A1D7-48C5-9E79-...
> I have been trying to get remote assistance working for my Mom who is just learning to use
> a PC and I am having all kinds of issues getting it to work properly. She is running Vista
> Home Premium and is behind a att.com 2Wire Home Portal router. I have gone into the home
> Portal Router and allowed both Remote Assistance and Remote Desktop through to her PC. I
> have opened up the allowed features in Windows Firewall and even have tried shutting the
> Firewall off. I had McAffe Security installed and I removed it as well to see if it was
> blocking me. On the other end I have a Netgear FVS318 router and I have not opened any
> ports on it for remote assistance because when I am behind it on my network I have been
> able to help people before with no problems. My Mom will be the one initiating the remote
> assistance to me to help her. Any ideas why I can't connect to her? When we sends me the
> remote assistance request it pops up in my Messenger window and I can click accept. It
> then pops open the window were it says attempting to connect to....But it never does. Is
> there more ports I need to open up on her router or PC?
>
> Thanks