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Remote Assistance (Standard 7 Package Reference)

  • Article

7/8/2014

This package is a Feature Pack in the category User Interface\Help. The name of the package as it appears on disk and for use with some command-line tools is WinEmb-RemoteAssistance.

The Remote Assistance package improves the troubleshooting experience on a device by letting users share the desktop with a remote user and also share control of computer peripherals such as a mouse and keyboard.

Remote Assistance uses a peer-to-peer connection without a relay server. This means that Remote Assistance works as well with two computers over a local area network (LAN) as it does over the Internet.

The Easy Connect functionality of the Remote Assistance package simplifies remotely connecting to another device or computer by using only a password. Therefore, no contact file is needed. When a connection is established between both computers, contact files are exchanged, which creates a trust relationship and enables future connections to be made without the need of a password.

You can use Remote Assistance to remotely diagnose a device before you try on-site hardware troubleshooting. Remote Assistance enables remote collaborative troubleshooting and can help reduce the costs of being present at the site or of having hardware shipped long distances.

Settings

Name

Description

CreateEncryptedOnlyTickets

Specifies whether only encrypted tickets can be created for remote assistance.

fAllowFullControl

Specifies whether a friend or a support professional can take full control of the user's computer.

fAllowToGetHelp

Specifies that the user can request assistance from a friend or a support professional.

MaxTicketExpiry

Specifies the maximum length of a ticket in the units set by the MaxTicketExpiryUnits setting.

MaxTicketExpiryUnits

Specifies the unit of time in which the expiration of a remote assistance ticket is measured.

Services

No services provided.

Dependencies

Package Dependencies

This package depends upon features provided by the following packages:

Group Dependencies

No group dependencies.

Optional Supporting Packages

You can select any number of packages from the following list:

You can use the optional packages to enable the following functions:

To do this

Use these packages

Run the Remote Assistance wizard to invite someone to help the user, or for a user to assist someone else.

Shell Controls and UI Support Functions

Let Remote Assistance turn User Account Control prompting on and off.

Application Security

.NET Framework 2.0 Client Profile

Common Uses

Notes

Network connectivity is required for Remote Assistance to function.

When you use Remote Assistance to allow remote users to connect to your computer, they can see your desktop, any open documents, and any visible private information. In addition, if you allow the remote user to control your computer by using the remote mouse and keyboard, that person can perform tasks like delete files or change settings.

Note

The Remote Desktop Connection package provides similar client functionality as the Remote Assistance package.

Only allow trusted remote users to access or share control of your device. The remote user can run administrator-level programs only if you can run them yourself. You are asked for consent or credentials before giving the remote user access.

If you receive an invitation file and save it to a volume that is protected by Enhanced Write Filter, the file is not preserved after a system restart.

The optional dependencies to Internet Explorer 8 Engine and Display, Network and Sharing Center, and Help and Support Engine have been deprecated. We recommend using Internet Explorer 8 Foundation instead of Internet Explorer 8 Engine and Display, and using Networking Foundation instead of Network and Sharing Center.

You can include the Remote Desktop Connection package in your image so that the user can share the desktop in a Remote Assistance session.