Beginning the remote session with the Support Engineer

 

Once you have accepted the invitation then your computer will attempt to connect to Support Engineer’s computer. If you have a personal firewall installed you should allow the connectivity to pass through your firewall if you are alerted by your firewall software.  

 

Connections are made using two different methods of connectivity, as follows:

 

1.   Direct Peer to Peer connection (this is the fastest of connection methods)

2.   Connect via rendevous server (this method connects both parties via a central server)

The alerts window will appear showing you the different methods of connectivity being attempted. Once a connection is established you will be alerted which connection method was successful.

 

Figure 11: Methods of Connectivity

 

Once the connection is established the application sharing control box will be displayed. You will need to decide what level of access permission you are going to allow the Support Engineer to have.

 

•      The left hand side of the application sharing control box will display all of the active programs that are on your desktop. Place a tick in the box next to each application that you are happy for the Support Engineer to have access to. You will then need to decide whether you want to allow them to only ‘view’ the applications that you have selected or ‘full control’.

 

•      If the Support Engineer requires access to your Desktop then you need to click on the ‘Grant All Permissions’ button. You will not need to select the individual options as granting all permissions will allow the Engineer to see all available running programs.

 

Ensure the Support Engineer has the required access to fix your problem. Restricting access to certain areas of your computer could result in an unsuccessful job completion.

 

•      Clicking on ‘Grant All Permissions’ or ‘OK’ will activate the remote session.

 

The Support Engineer will only be able to view programs that you have given permission for them to view unless you have selected the ‘grant all permissions’. Granting all permissions will allow the engineer to see ALL available running programs.

Figure 12: Application Sharing