Remote assistance not working....

Tech dude · External Since: Sep 28, 2005 Posts: 2

Hey everyone,

I am hoping someone can help me out..

My mom is new to PC's so I figured I'd assist her using Remote assistance
for some of her smaller issues...

I walk her through sending me a request for remote assistance, I accept it
....and then nothing happens...

She is being a router. UPNP is enabled on the router and on her PC. Remote
assistance is enabled on the PC (Running XP home SP2 in french). We are both
running the same version of MSN messenger (7.5).

I am using XP Pro. I RDP to work over VPN all the time, so I doubt it's an
issue with my machine. I am also behind a router.

Does the whole router/Nat issue still exist if the request is being done
through Messenger? I know it exists when sending a request ticket by e-mail
or other...

Neither machine is running the Microsoft firewall (I enabled the standard
firewall on both routers). I am also running Zone Alarm on my machine. There
are no error entries in the Zone Alarm log.

Any ideas?

Thanks

honjo · External Since: Mar 28, 2005 Posts: 46

I assume you and your mom are using Windows Messenger not MSN Messenger.
I think you need to disable Zone Alarm during the Remote Assistance
session. I hold Remote Assistance session from time to time with my
mom, sister in law and my friends. We all use WXP Pro systems which are
placed behind routers but none of us is using Zone Alarm.

Kaz

Tech dude wrote:
> Hey everyone,
>
> I am hoping someone can help me out..
>
> My mom is new to PC's so I figured I'd assist her using Remote assistance
> for some of her smaller issues...
>
> I walk her through sending me a request for remote assistance, I accept it
> ...and then nothing happens...
>
> She is being a router. UPNP is enabled on the router and on her PC. Remote
> assistance is enabled on the PC (Running XP home SP2 in french). We are both
> running the same version of MSN messenger (7.5).
>
> I am using XP Pro. I RDP to work over VPN all the time, so I doubt it's an
> issue with my machine. I am also behind a router.
>
> Does the whole router/Nat issue still exist if the request is being done
> through Messenger? I know it exists when sending a request ticket by e-mail
> or other...
>
> Neither machine is running the Microsoft firewall (I enabled the standard
> firewall on both routers). I am also running Zone Alarm on my machine. There
> are no error entries in the Zone Alarm log.
>
> Any ideas?
>
> Thanks
>
>

Ian E · External Since: Sep 27, 2005 Posts: 4

I do remote assistance (expert) with my clients all the time. The following
configuration works for me:

Expert PC <--> UPnP NAT Router <--> Internet <--> UPnP NAT Router <-->
Client PC

I have tested at least a dozen different NAT Routers by different vendors.
In my experience the Linksys ones are most problematic (problems with the
UPnP implementation). D-Link & SMC routers have the most reliable UPnP
implementations. Don't bother with Netgear routers - they're awful.

Yes - you do need UPnP to do Remote Assistance through NAT firewalls. This
is a combination of working UPnP software on the Windows XP PC and UPnP
"support" in the NAT router.

General troubleshooting recommendations:

1. It's probably ZoneAlarm that's getting in the way. Try disabling it
completely. It's also a bit redundant (depending on what your goals are)
given that you have a hardware firewall. Check the ZoneLabs (ZoneAlarm)
website to see if they post any workarounds.

2. Try establishing Remote Assistance sessions between your 2 subject PCs
and a 3rd PC. It might help in doing problem isolation (which of your 2
subject PCs is the cause of the problem).

3. Check into your Windows "Services" (Control Panel -> Administrative
Tools -> Services) and check that two services "SSDP Discovery Service" and
"Universal Plug and Play Device Host" are running. On my machine they are
both "Started" even though the Startup Type is "Manual".

4. There was a big furor over a supposed vulnerability in the UPnP service
(socket port 5000) several years ago. Even though the issue was resolved,
some supposed Internet "experts" still have their warnings posted (aka
"UnPlug n' Pray"). If you've implemented their "fix" this could be screwing
you up. You need to enable UPnP on both computers. Don't worry - you're
totally OK if you're behind a NAT firewall.

5. Check also your Windows Networking Services. (Control Panel ->
Add/Remove Programs -> Add/Remove Windows Components). Scroll through the
list & select "Networking Services"; click Details... and verify that
"Internet Gateway Device Discovery and Control Client" and "UPnP User
Interface" items are checked (installed).

Please report back if you resolve the problem & what you found.