Assistance Request Connect

On this screen, you can connect to a user who is requesting remote assistance, and control their computer’s desktop.


This screen has the following rows:

·         Full Name – the full name of the user requesting assistance

·         User Name – the local user name of the user requesting assistance

·         Computer – the computer from which the user is requesting assistance

·         Email – the email address the user supplied when creating the remote assistance request

·         Phone – the phone number the user supplied when creating the remote assistance request

·         Messate – any message that the user supplied

·         Date Created – the local date/time the remote assistance request was received

·         Local IP Address – the local IP Address of the computer whose user is requesting remote assistance

Open Connection

To actually connect to the user’s desktop, and assist them on their screen using your keyboard and mouse, install the “Remote Connect Software” using the link provided on this screen, and then press the “Open Connection” button.  Pressing the “Open Connection” button will download an “.otc” file that the Remote Connect Software uses to connect to the user’s desktop.  If the Remote Connect Software is already installed on your computer, you can simply instruct your browser to “open” the .otc file, as the .otc file extension is associated with the Remote Connection Software.

From the Remote Connection Software program, you can control the user’s desktop using your keyboard and mouse.  You are also given full file system access to remotely transfer files between your computer and the user’s computer, in case you need to run a program on the user’s computer, or retrieve data from his computer.

Typically, when supporting a remote user, it is best to call them over the phone before establishing a connection, so they can talk you through the problem they are experiencing, and you can take control of their computer to assist them.