I have a client who requests remote assistance from me through Messenger. After I accept the invitation, nothing happens. No screen opens to his desktop. I think I’ve checked everything to make sure I’m allowing this. No error messages or anything. Can you help?

Troubleshooting remote assistance

About Remote Assistance

Remote Assistance is a pretty cool utility that is part of the Windows operating systems and can also be used through Windows Messenger and some email clients. Remote Assistance lets users request help from other people and give them permission create a connection to their computer; to view the screen, to chat, and even to access the computer remotely. When using Remote Assistance the user who asks for advice is called the Novice, and the person or computer that is asked for help is the Expert.

How to Accept an Invitation

To accept an invitation to offer Remote Assistance through Messenger both computers have to be connected to the Internet at the same time so you have to make sure that the user who sent you the invitation is online when you are. After you accept the invitation the other user also has to confirm the invitation. Until they do the remote connection cannot be established. So, first of all, ensure that the person whose computer you are trying to access is sitting at their desk when you begin this process.

Enable Remote Assistance

I’m sure you have already done this, but to make sure that you have Remote Assistance enabled on your computer open the Start Menu and then choose the Control Panel. Open the Performance and Maintenance tab and then choose System. Next, hit the Remote tab and then ensure that the box is checked to Allow Remote Assistance Invitations can be sent. Next, click Advanced and set an amount of time for this permission to be in effect. Then click OK. You will want to ensure that the user who sent you the invitation has set an appropriate amount of time for the remote meeting.

Configure the Firewall

There is a good chance that either your firewall or the other user’s is blocking you from accessing Remote Assistance. If you are using a Windows Firewall or any other program, check the settings and make sure that the firewall is not blocked port 3389 because it will prevent users from contacting each other. You might also be blocked by your router, or by the other user’s router. To troubleshoot these issues you and the other user will need to configure your settings and contact the manufacturers or manuals if necessary.

SupportSpace - Expert Computer Techs Fix your Computer Remotely, while you watch online…

Overview

SupportSpace is a unique online technical support service that features both expert technicians as well as a suite of services for troubleshooting, repairing, and optimizing your computer and its peripherals.

Features

• Certified Experts - A rigorous certification program along with testing, interviews, and background checks ensure that the techs available to service your computer are knowledgeable and trustworthy.
• Flexible Pricing Options - Each expert offers services at various rates. You can select an expert based on your price range, specific technology specialty, or other qualifications.
• Expert Profiles - You can see which experts are online and available as well as view their profile, see how many cases they’ve handled, their approval rating, and their price.
• Wide Selection of Standard Services - SupportSpace.com offers a huge menu of fixed price services such as Spyware Removal, iPhone setup, network setup, online backups, data recovery, computer repairs, internet security, e-mail setup, and more

Benefits

Using SupportSpace.com is an excellent choice for repairing or optimizing your computer. With various services offered and expert help readily available, you can repair your computer without the hassles of taking it into the shop. In addition to having an expert guide you through the steps, you can also grant the expert permission to remotely control your computer and perform the tasks on your behalf.

Instead of spending countless hours researching your computer errors and searching for advice, SupportSpace.com offers solutions! Check their services menu and see if a pre-packaged solution exists or connect with a certified expert and get customized advice.

How it works

Certified experts are available around the clock to assist you with Windows XP, Vista, Internet Explorer, Microsoft Office, e-mail, backups, viruses, printers, hardware, security, networking, digital cameras, spyware, and more. Routine technical issues are handled via “express sessions” which typically last about twenty minutes while more complex issues require “premium sessions.” Price quotes are given in advance before the session begins. SupportSpace.com offers a money-back guarantee with no questions asked.

Recommendations

SupportSpace.com is ideal for any computer user who needs technical help. From helping you with routine computer issues such as installing an antivirus application to more complex services such as reviving Windows XP from a major crash, help is just a few clicks away.

What is Support Soft? Why does it say that I am not logged on as an administrator when I’m the only one on user profiles?

At first, this question sounded like we had two separate questions here. But upon further research, the two questions are indeed related.

About Supportsoft

Support Soft is a company that provides technical support services to companies and individuals alike. For example, computer users can get help from this company for a variety of common technical support issues such as optimizing the computer or removing malware. This service is similar to the services profiled here: www.filetonic.com/support. If you need online tech support, both options are worthy of considering.

Remote help for ISPs

Support Soft also provides background support for Internet Service Providers. For example, if you’re experiencing problems with your Internet service, the tools offered by your broadband provider could very well be products from Support Soft. Likewise, many of these installations may not have been initiated by you but by your ISP in an effort to “self heal” issues with their service. The installers for the programs are powered by Support Soft and may not be exactly perfect. For example, installation programs have been known to generate this “not logged on as administrator” error even though the user was in fact correctly logged on. The Sophos Resolve tool comes to mind. This particular tool generates a similar notice which can be disregarded.

1 Click Fix

If you suspect that an installer program is part of you ISP’s service, check with your ISP for support. For example, if your broadband ISP offers “one click” fixes or other downloads that enhance your Internet connection, they could very well be powered by Supportsoft. These tools are designed to help solve problems but may have a minor bug themselves.

Sometimes preinstalled

Support Soft is preinstalled on some computers as part of their built-in support software. You can check your computer to see if this is the case by going to the Start button, choosing Run and typing in services. Scroll through the list in search of Supportsoft. If so, you can disable, stop, or set the service to manual mode.

Supportsoft administrator error

If you can identify the circumstances surrounding the “not logged on as administrator” error, you’ll be better able to troubleshoot the problem. Does the error come up whenever you access your e-mail? If so, your ISP may have a Supportsoft tool that they use as part of their spam or virus prevention services. Does the message appear when trying to download a troubleshooter from your ISP or when using your computer’s built-in support tools? With so many possibilities, we’ll need to isolate the exact program that is trying to install or launch in order to find a workaround or solution.

What are remote tech supports best used for and what are they no good at?

Remote tech support teams can handle a variety of tasks well. For example, they are terrific at tuning up and optimizing your computer, virus and spyware removal, securing your computer and network, data backup, updating your operating system, removing unnecessary programs that start up automatically with each reboot, setting up networks, basic computer maintenance such as defragging the hard drive, and helping you learn how to use connected peripherals.

They can do these tasks thanks to advances made in remote control technology. Once they are connected to your computer, a screen on their computer shows them your computer’s screen. Their keyboard and mouse also controls your computer. In effect, it’s as if they are physically sitting in front of your PC. You sit back and watch as the remote technician takes charge.

In addition to being able to control your computer, the remote technician can initiate file transfers. Depending on the services you have purchased, the technician may send and install an anti-spyware application, schedule an automatic backup, or configure your wireless network. Anything that a technician can do via the mouse and keyboard, a remote technician can do.

However, there are limitations. One of the biggest limitations is connection speed. If you don’t have broadband service, some tasks can take a long time. While dial-up access is okay for basic screen sharing, if large files need to be transferred, the process could take a great deal more time than expected.

Another shortcoming is when physical problems arise. If the problem is hardware related, the remote technician can’t remove the hardware and reinstall another device. While many remote support Web sites offer network setup help, they can’t physically install the network adapters and plug everything in.

Software support also varies. While you may find a company that can help you diagnose and troubleshoot issues with Microsoft Office, finding help with lesser known applications may be difficult.

Remote Tech Support: What are the privacy issues associated with remote support techs?

If I let them look at my computer via remote desk top will that compromise my privacy?

Let me remind you that dropping your computer off at the local electronics store and allowing them to keep it for several days potentially compromises your privacy. Surfing the Internet potentially compromises your privacy. Allowing a stranger to remotely control your desktop also has the potential to compromise your privacy. These are all valid concerns.

Fortunately, you have control over the decisions that you make. When considering a remote technical support company, you should definitely read their privacy policy, terms and conditions, and End User License Agreements. The privacy policy will tell you exactly how they plan on using your information. While reviewing these different policies and agreements, look to see how accessible the company appears to be. Do they list contact information? Do they have a policy for handling complaints? Do they state that they respect your privacy and have safeguards in place to protect it?

In addition, most remote tech support Web sites have FAQ pages or an area discussing how their remote software works. Read these pages as well. When your computer is remotely controlled by a technician, the technician controls the mouse and keyboard and sees everything you see on the screen. You can, and should, be present watching what’s happening on your screen. If you see anything going on that you are concerned about, you can disconnect. For example, if the remote technician is supposed to be running a virus scan but starts peeking in your Microsoft Money file, then you might have a problem. It’s best to shut down all applications before allowing a connection so that sensitive data isn’t inadvertently seen. Otherwise, if you had Microsoft Money open when the connection was initiated, the technician may need to close it. In this case, he wouldn’t necessarily be prying but he might see sensitive data.

Remote Tech Support: is there a review place for Remote PC Help Technicians?

Is there a review place to check and see if a particular remote tech support is reputable?

If one other than our listing of reviews exists, I haven’t found it yet. We have reviewed numerous online technical support companies including support.com, askdrtech.com, techonline.com, and many more.

Other options including checking with your favorite computer review sites and doing a search for the company that you’re researching. If the computer review site has reviewed the company, you’ll be able to see what they have to say. In addition, most of the major computer magazines review technical support companies from time to time. If I recall, Consumer’s Reports reviewed technical support offered by electronics retailers last year and just recently reviewed PC manufacturer-based technical support.

Web sites such as CNET.com, PCMag.com, and PCWorld.com offer reviews of tech support companies but so far, they are few and far between. In addition, finding the tech support review area, if any, proved difficult.

For example, I searched PCMag.com for a category covering technical support and couldn’t find one. Next, I entered “tech support” into the search box only to receive a listing of random posts containing the worlds “tech support.” Granted, a few were reviews but I was unable to find any consistent listing that I could browse at my leisure. By Googling a specific tech support company preceded by the words “review of,” I was directed back to PCMag.com. This time, the link led me to a review of the product I was considering. In this particular case, the article reviewed several products.

It is frustrating to use search engines with terms like “tech support” because the results can vary widely. Try using additional terms such as “tech support reviews” or “review of tech support companies” to narrow your results a bit. This way, you’ll have fewer general software pages to wade through. In addition, use the Advanced Search features to further filter results. If you know the name of a particular company that helps, though be careful to make sure that you are viewing impartial information, not marketing material.

Part of the problem is that remote tech support is a fairly recent innovation. I imagine as the industry grows, reviews will proliferate. Comprehensive listings and reviews of remote technical support operations may be out there but I haven’t yet discovered them. In the meantime, read computer and consumer magazines and rely on quality recommendations and the reputation of affiliated companies.