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Assist clients using MSN Messenger for Remote Support

This method of support is the second last resort before a physical visit to your premises. 99% of problems can be resolved remotely.

  • Instructions for developers
  • Instructions for clients
  • Important notes (known issues)

    • Developer: Follow the instructions below to start remote support

    1. Contact your client to arrange a mutually convenient time to remotely resolve the issue your client is experiencing.
    2. Make sure both of you and client has been added to MSN Messenger contact list
    3. Estimate how long the support could last and let your client know this, so your client won't run away in the middle of the process.
    4. Once connected, you can ask for taking control of your client computer through the button Take Control on the tool bar at the top of Remote Assistance window
      Figure: taking control of remote computer
    5. When your client accepts your request, you will be able to control client's computer on your screen.


    Client: Follow the instructions below to connect MSN Messenger for remote support

    Step 1: Double click the developer's name in your contact list and open a chat window

    Step 2: In the chat window, click the menu item on top-right hand side and go to "Actions->Request Remote Assistance?as per the following screen

    Figure: request remote assistance from client side

    Step 3: The remote support session will start initializing, please wait until the following window disappears.

    Figure: connecting to remote side

    Step 4: Once connected, the developer will prompt you to start controlling your computer and you will see the following screen, please click "Yes" to proceed.

    Figure: Client should click Yes to allow you take control his/her computer
    Figure: Click 'yes'
    Figure: We will end the session
    Figure: Enter a password for the connection

    Developer will notify you the estimated time required and you could sit in front your computer to monitor the operations or just go away to run your business and just come back to check the result later on.

    Problems and Notes

    The following is known issues and notes of using MSN Remote Assistance:

    1. The computer receiving assistance and the computer providing assistance must both run Windows XP, and Windows Messenger (not to be confused with MSN Messenger or Windows Live Messenger) must be installed on both computers. Otherwise you will get a message like this:
      James Zhou wants to use the Remote Assistance feature with you, but you need to update your version of Windows Messenger first. Please go to the Windows Messenger update site to install the latest version.
    2. Ensure Windows Firewall doesn't block Remote Assistance at both sides of you and your client.
      Figure: Allowing Remote Assistance connection in your Windows Firewall
      Intranet firewall or other network utilities e.g. Microsoft ISA server may block Remote Assistance connection, if so you should explain this to your client and try Remote Support via UltraVNC

    Acknowledgements

    James Zhou
    Lei Xu