Remote assistance issues

Question

Hello, we have a weird remote assistance issue. When a user asks for help, they send the invitation and the password to the admin helper, but it only works inside the network. For example it works between a user in UK office and a user in Spain office but usually not when one or both the parties is at home.

It used to work for users working from home but suddenly works intermitently.

Firewall rules are not the issue, everything is open (domain, private, public), all laptops allow remote invitations, Registry Allowfullcontrol and allowtogethelp is set to 1, group policy allows remote assistance, wifi network in the requestor side is set to private.

I would appreciate any help

kind regards

Answer 1

Hi. Thank you for your question and reaching out. I’d be more than happy to help you with your query

It sounds like there may be a network connectivity issue causing the Remote Assistance not to work when users are working from home. To troubleshoot the issue, you can try the following steps:

Verify that the network connections of both parties are stable and have a good quality internet connection.

Disable any VPNs or firewalls on the home network, or ensure that the appropriate ports are open for Remote Assistance.

Check if the remote computer has the latest Windows updates installed.

Try using the Remote Assistance feature on a different network to isolate if the issue is specific to one network or not.

If the issue persists, you can try using a different remote desktop tool to see if it resolves the issue.

If none of these steps solve the issue, you may need to gather additional information about the network configuration, security software and event logs on both computers to identify the root cause of the problem and find a solution.

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