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How to Get Help Online with Computer Problems using Remote Assistance on Windows XP

by Paul Freeman-Powell

If you're having problems with your desktop computer or laptop and don't like the idea of having to disconnect everything and take it to a computer shop, or you live in a location which makes a callout service difficult or impossible, then Windows' Remote Assistance feature means you can still get the help that you need so badly.

It's very easy to set up and works by allowing the trusted helper to view your computer screen as you describe the problem you're having. They can then offer help and advice either using a text chat window, or over the phone during a simultaneous call. For more advanced problems, you can also choose to give them full control over your computer (moving the mouse around the screen and so on) so that they can carry out more advanced system repairs.

We must stress that whilst this service is superb for allowing remote fixes over the Internet for a variety of computer problems, it is akin to having someone physically there in the flesh sitting at your computer. Therefore you should only ever complete these steps with someone you would also trust and allow into your home or office. If you feel uncomfortable at any time, you should end the session immediately by pressing "Disconnect" or by closing the Remote Assistance window.

Note: If you're using Windows 7 or Windows Vista, please see our Guide to Using Remote Assistance with Windows 7 and Windows Vista as the steps have been greatly improved and simplified.

Step 1: Load Up the Remote Assistance Client

To get started, we need to open up Remote Assistance. This should be listed in your Start Menu as shown in the screenshot below:

Launch Remote Assistance from the Windows XP Start Menu

If you can't find Remote Assistance in your Start Menu, try looking in the Accessories folder, then under System Tools. If it's not in there, don't worry - it's very simple to create a shortcut. Just right-click on any blank area of your Desktop (ie. not on any other icon or menu) and select New > Shortcut:

Right-click the Desktop and press New > Shortcut

Into the location box shown below, you should type the following text EXACTLY:

%SYSTEMROOT%\system32\rcimlby.exe -LaunchRA

Make sure you type the path exactly, including the space after ".exe" and including capitals and lowercase letters as they are above. Better still, Copy & Paste the path into the box from this article.

Enter the path to the Remote Desktop client

Press Next > and you will be prompted to type a name for the shortcut. Name this "Remote Desktop" and then press Finish. The shortcut will then live on your Desktop and can be used whenever you need Remote Assistance.

Name the shortcut Remote Assistance, then press Finish. The icon will then reside on your desktop:

Double-click the new icon on your desktop to open up Remote Assistance.

Step 2: Create an Invitation to help using Remote Assistance

The main Remote Assistance window will open up inside the Help and Support Center, giving you the option to offer help or to request help.

Windows XP's Help and Support Center contains the Remote Assistance options

Press the button labelled "Invite someone to help you". You will then be given a screen like the following one to create a new invitation:

Create an Invitation using e-mail or by saving the invitation as a file to email using web-based email

The next step will differ slightly depending on your computer's setup. If you use a web-based email service such as Hotmail, Gmail, Yahoo! Mail etc., you should select Save invitation as a file (Advanced). 

Enter your name so that the helper knows who the Invitation is from. You may also set an expiry time on the Invitation for added security:

Enter your Name and set an expiry time on your Invitation

Once you have entered your Name, press the Continue > button to proceed. Next, you will be invited to create a password to protect your Invitation from unauthorised third parties:

Create a password for your Remote Assistance Invitation

For security purposes, the password should be at least 8 characters long and contain letters and numbers. For help creating a good, strong password you can use our strong password generator.

You will then be given the following dialogue box to save a small file called RAInvitation.msrcIncident which you should email as an attachment to your helper.

Save your Remote Desktop Invitation ready to be emailed

You should then save the Invitation file in your Documents folder, ready to send as an attachment in your web-based email service. If you are unsure how to send an attachment, please refer to your email service's documentation for further details.

If you use an email programme such as Microsoft Outlook or Mozilla Thunderbird, you may select the Use e-mail to send invitation option, and this will automatically load up a new message in your email programme with the Invitation file already attached and ready for sending.

You will be given a special email address to send your Invitation file to.

Step 3: Allowing Access to View Your Computer Screen

After a short delay whilst your helper inputs the password information to connect to your computer, you will be given the following prompt on your computer screen:

Make sure you trust the name of the computer requesting to connect to your own.

You should press Yes to allow your helper to see your computer screen. Make sure that you have agreed with your helper the name of their computer so that you can be sure that you're not giving access to an unauthorised party. When you press Yes to allow access, you will see this window:

The Remote Assistance Connection Screen

The Remote Assistance window tells you that the helper can see your desktop. You may communicate with your helper either by using the Chat feature, or by talking to them on a simultaneous phone call. To stop the assistance session, press the Disconnect button.

Step 4: Give your helper Remote Control of your Computer to enable them to Fix your Problem

Once you have demonstrated the problem you are experiencing with your computer, it is likely that your helper will require control of your computer in order to carry out a repair. You still share control of your computer and may relinquish control at any time if you desire. Once you have agreed that the helper should request control, you will see this alert box:

Grant Control to your Helper

Press Yes to let the helper control your computer screen. To confirm that your helper is now sharing control of your screen, you will see the Stop Control (ESC) button is no longer greyed out.

You May Relinquish Control at any time

Your helper will then be able to control your computer as if they were sitting at your computer in the flesh. Once they have finished fixing the problem, you may press the Stop Control or Disconnect buttons.

Paul Freeman-Powell is a technology, software and hardware enthusiast. He founded and owns caeus.com Ltd. and works as a web developer, IT consultant and computer repair technician. In his spare time, he speaks French and Spanish fluently and is also a keen drummer and photographer (but not at the same time). His personal web site can be found at www.paulfp.net.

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