Windows Remote Assistance, I don't get it

[BloodPack]

So I have been scavenging the internet for a remote support tool that will best suit my needs.

I have looked far and long at just about every solution that is out their. But I have stumbled upon the built in tool called Windows Remote Assistance, which looks like its been around since Windows 7.

What I am wondering is why can I not just use this tool? What are the limitations? why would I need an expensive solution like teamviewer when it seems like WRA has most of what I need? (start a session, connect to remote PC across the internet, chat, file transfer).

 

[nlinecomputers]

Because you have to pre set it up. Or walk an end user through the process. And it often doesn't work.

 

[Metanis]

This essentially uses Remote Desktop Protocol (RDP) to make the connection. Configuring the end-user's PC, Firewall Software, Firewall Hardware, and Router to allow the connection to take place can be a huge exercise in frustration. Trying to walk a user through doing this on the telephone or via e-mail would be near impossible. Finally, even if you ultimately get it working you've now opened a permanent attack vector on the customer's device.

 

[Instant Housecall - Corey]

Built-in Windows remote assistance made sense at the time of UPNP routers. Many routers used to come with UPNP enabled by default which allowed internal apps to set up port forwarding programatically. People discovered security risks, and Windows Remote Assistance essentially became a LAN-only tool, and essentially defunct.

 

[Mainstay]

But it does offer an interesting thought. What if MS actually built in an ad-hoc remote assistance tool that worked like TV or LMI. How easy it would be for them to do it and how awesome that would be for us.

OK sir, click here and here and click generate code. What is that code? Perfect, and now click grant control.

 

[ComputerRepairTech]

OK sir, click here and here and click generate code. What is that code? Perfect, and now click grant control.

Better yet, win hotkey support. Hold down the windows key on your keyboard and push the question mark, what is the code it provides?

 

[HCHTech]

Oh my god, no. The "I'm from Microsoft" scammers would have a field day!

 

[ComputerRepairTech]

Oh my god, no. The "I'm from Microsoft" scammers would have a field day!

Could display a warning message, they are already having a field day.

 

[TAPtech]

Good tools are expensive... but I would say my remote screen sharing software is #1 on my list of "I NEED IT" software, followed by RMM. It is worth it to get something good.

 

[YeOldeStonecat]

But it does offer an interesting thought. What if MS actually built in an ad-hoc remote assistance tool that worked like TV or LMI. How easy it would be for them to do it and how awesome that would be for us.

They were pretty close, technology wise. Anyone ever try out the "Windows Live MESH"? For the brief period it was out. I loved it. Basically a cloud based TSWeb proxy....was awesome. Could remote to your computer from anywhere, via logging into your online Windows Live account.

So the technology for remoting in...from out on the web, without dealing with firewalls/ports/public IP/dynamic-dns-crap was there.

Live MESH was only out for like a year or two...dunno why they didn't further pursue it. Probably didn't want to keep invested in securing it.

 

[Instant Housecall - Corey]

MS actually built in an ad-hoc remote assistance tool that worked like TV or LMI. How easy it would be for them to do it and how awesome that would be for us

Don't think you'd end up being so keen on it. It's be Windows only for starters and set up so cousin John could help auntie Marge. Likely wouldn't have much in the way of technnician tools either. When Chrome remote desktop came out, I was a little twitchy that people would use that instead of Instant Housecall. Figured that it would hurt my business.

Didn't make a dent - if anything it brought more awareness to the space and people came to IHC because they wanted more functionality/tools/features/ease of use/whatever.

 

[Mainstay]

Every time cousin John helps auntie Marge, I get a call the following week. So it would be a bonus in that department.

Likely wouldn't have much in the way of technnician tools either.

Get me connected and I don't need anything fancy built in... just let me fix whatever is going wrong on the computer.

With respect to our MS scammers... yeah, they are having a field day already... people are calling in to THEM and getting taken (was at a lady's last night who spent $400 for 5 years of "support". She thought she was calling Symantec).

For RMM, no, this isn't the tool for you (necessarily). But for me who keeps having to add and drop LMI seats so that I don't jump into the next pricing bracket, it would be amazing.

 

[trevm999]

And your screen goes black whenever UAC comes up, which essentially makes it useless on LAN too (unless there is a way to change that)

If Microsoft does come out with something, it will be designed for IPv6

 

[Moltuae]

Windows Remote Assistance, which looks like its been around since Windows 7.

It's a fair bit older than that. I don't think I've ever used it in 7, but I did use it for a while in XP when it was first released.


One thing I do like about RA/RD is the speed and 'quality' of the experience. I love ScreenConnect for all its bells and whistles, but the quality and speed, even with lots of bandwidth available, is poor by comparison, and most remote access tools are the same. For that reason, if I'm working remotely on a server for an extended period, if RDP/RDS over VPN is an option, I still prefer to use that over anything else.