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Understanding Remote Assistance CHapTER 22
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or the Helper has offered Remote Assistance to the User . In the Screen Sharing state, a Remote Assistance session has been established and the Helper can view but not control the screen of the User s computer . When the User is prompted for consent to allow the Helper to connect to his computer, a warning message appears on the User s computer saying that the Helper wants to connect to his computer . This warning message is customizable using Group Policy . See the section titled Managing Remote Assistance Using Group Policy later in this chapter for more information .
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Control Sharing This state occurs after the Screen Sharing state when the Helper has requested control of the User s computer and the User has consented to allow the Helper to have shared control of his computer . In the Control Sharing state, the Helper has the same level of access to the User s computer that the User has, and the Helper can use his own mouse and keyboard to remotely perform actions on the User s computer . Specifically:
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If the User is a standard user on his computer, the Helper will be able to perform only those actions on the User s computer that can be performed by a standard user on that computer . If the User is a local administrator on his computer, the Helper will be able to perform any actions on the User s computer that can be performed by a local administrator on that computer .
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For more information on the level of control that a Helper has on a User s computer, see the section titled Remote Assistance and the Secure Desktop later in this chapter .
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User vs. Helper Functionality
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After a Remote Assistance connection has been established and both computers have entered the Screen Sharing state, the User and Helper are able to perform the tasks listed in Table 22-1 .
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TABlE 22-1 Tasks That Can Be Performed by User and Helper During a Remote Assistance Session
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DESCRIPTION OF TASK
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USER
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HElPER
Chat Save a log of session activity Configure bandwidth usage Pause (temporarily hide screen) Request shared control Give up shared control Disconnect
Yes Yes (default) Yes Yes No Yes Yes
Yes Yes (default) No No Yes Yes Yes
CHapTER 22
Supporting Users with Remote Assistance
Remote assistance and NaT Traversal
Remote Assistance works by establishing a P2P connection between the User s computer and the Helper s computer . One challenge this poses is that it can be difficult to establish P2P connections if one or both of the computers involved are behind a gateway or router that uses NAT . NAT is an IP routing technology described by RFC 1631 that is used to translate IP addresses and TCP/UDP port numbers of packets being forwarded . NAT is typically used to map a set of private IP addresses to a single public IP address (or to multiple public addresses) . Home networks using a wireless or wired router also use NAT technology . To overcome this difficulty, Windows 7 and Windows Vista include built-in support for Teredo, an IPv6 transition technology described in RFC 4380 that provides address assignment and automatic tunneling for unicast IPv6 connectivity across the IPv4 Internet . The NAT traversal capability provided by Teredo in Windows 7 and Windows Vista allows Remote Assistance connectivity when one or both of the users involved in a Remote Assistance session are hidden behind a NAT . The Remote Assistance experience is transparent from the perspective of the users involved, regardless of whether or not NAT is being used on either user s network . For most small business and home user environments, Remote Assistance in Windows 7 and Windows Vista will seamlessly traverse a NAT-enabled router with no additional router configuration required . For information on enterprises that need to remotely support users who work from home, see the section titled Other Possible Remote Assistance Usage Scenarios later in this chapter .
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