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Remote assistance doesn't work RRS feed

  • Question

  •  

    Remote assistance doesn't work with OneCare

     

    I cannot get remote assistance to work from a computer running OneCare. I’ve looked inside the Remote Assistance invitation file and it appears that Remote Assistance cannot see past the machine’s firewall.

     

    RCTICKET="65538,1,192.168.0.101:50809

    I’m pretty sure that the RCTICKET should also include the router’s external address.

    I’ve tried every possible configuration I can find. Remote Assistance is turned on in Ports and Protocols. Port 3389 is open on the router.

     

    Any suggestions on what I can do? Is there any registry setting that should be change?

     

     

    Friday, February 8, 2008 5:17 AM

Answers

  • Open OneCare.

    Click on Change Settings.

    One the firewall tab, click configure firewall.

    Make sure that the network is identified as Home or Work. If not, click Change Location.

    Click on Advanced and then ports and protocols and make sure that "Remote assistance" is checked.

    Also enable Remote Desktop - from local network *and* local subnet and Internet.

     

    -steve

     

    Friday, February 8, 2008 2:10 PM
    Moderator

All replies

  • Open OneCare.

    Click on Change Settings.

    One the firewall tab, click configure firewall.

    Make sure that the network is identified as Home or Work. If not, click Change Location.

    Click on Advanced and then ports and protocols and make sure that "Remote assistance" is checked.

    Also enable Remote Desktop - from local network *and* local subnet and Internet.

     

    -steve

     

    Friday, February 8, 2008 2:10 PM
    Moderator
  • http://forums.microsoft.com/WindowsOneCare/ShowPost.aspx?PostID=2813955&SiteID=2

     

    those instructions didn't work for me Sad

     

    Boy am I frustrated right now.

     

    My parents OneCare (vista) just hit a tripple whamy. Onecare is popping all sorts of doomsday messages. General panic call and lots of angst

     

    Antirivus doesn't work:

    Ok, we start a remote assitance session. I find the link below, send them the file, have them install it, reboot...

    http://forums.microsoft.com/WindowsOneCare/ShowPost.aspx?PostID=1695761&SiteID=2

    "Hey, one problem went away, see? nothing to worry about, we'll take care of this soon"

     

    Firewall doesn't work:

    Ok, start another remote assistance session. Find the link below, send them the file, have them install it, reboot...

    http://forums.microsoft.com/WindowsOneCare/ShowPost.aspx?PostID=2784817&SiteID=2

    "Hey! 2nd problem down, we're on a roll... we'll be done in a second"

     

    One care failed to update:

     

    Ok... guess we know the drill by now. I found a link with the program we need to fix that.

    Start remote assistance... *FAIL*..

    What!? Ha ha, well... I guess the firewall is fixed... "Why does the firewall break remote assistance?!, I don't know mom, IT REALLY SHOULDN'T"

     

    Dear OneNote team: Go back and have that meeting again please... this time give the usability engineer a bigger hammer to use on the security person.

     

    Ok, so lets turn the firewall off for a bit shall we? I managed to get them to figure out how to suspend it for an hour... Lets try remote assistance... *FAIL*

     

    So I found this post... had them follow the instructions... and still didn't work.

     

    I briefly consider calling support.

     

    Then I found this http://forums.microsoft.com/WindowsOneCare/ShowPost.aspx?PostID=2421771&SiteID=2

    ... mhh... that's support? I was looking for maybe a "phone number", even an email address would have been palatable... we'll skip that step I guess...

     

    Meet our new friend the control panel, and we're going to learn how to uninstall and reinstall this Piece Of Software.

    Yup, find it.. select, uninstall...

     

    * A SURVEY?!?!?!* Really?! "No mom, we don't want to do a survey right now just opt out of it and lets fix your PC... what do you mean you can't opt out of it? ok, well just click through it... no, you don't need to read me all the questions, just answer that this is a terrible piece of software that I promise I will never make you use again. Yes, we'll fix yours right now and if Dad's PC starts doing the same we'll fix that too"

     

    ok, the proverbial camel's back has been abused enough...onecare is gone...

    Lets start a remote assistance session. *IT WORKS!*

     

    Meet http://www.avast.com/ 

     

    So long OneCare, I really love the idea of one simple program that would take care of PCs for non technical people like my parents and that I could manage and monitor remotely. Great idea, but your product is not it yet.

     

    Now let me guess... call support to try to cancell and refund the 8 months left on that suscription? (ha!)

     

    Monday, February 11, 2008 6:30 AM