Remote Assistance

kodiak · Dec 26, 2004, 12:19 AM

I have tried several thing to make remote assistance work and various other remote assistance software to no availe. Now I can unhook my router and run off the modem only and it will work fine but I hook the router up and it will no longer work. I have tried forwarding and triggering port 3389 and that don't work. Are there any other ideas? I have a Neatgear WGt624 v2 router.

YAYitsAndrew · Dec 26, 2004, 05:44 AM

All the tutorials I've read on setting up windows remote desktop (mstsc.exe) mention that port forwarding will work. I'm pretty sure remote desktop and remote assistance both use port 3389 but you may want to check that you have the right port. If you do and forwarding doesn't work, then are you part of a wider network such as on a college campus or in a work environment? There may be additional hardware levels where adjustments need to be made.

PangingJr · Dec 26, 2004, 06:53 AM

At the Novice end (the person who requests the assistance), any NAT router in use must support UPnP, and UPnP must be specifically enabled in the router configuration.
also, XP must have the SSDP Discovery Service running (this is the default, but sometimes this service is mistakenly disabled by users), and must have Windows Firewall configured to make Exceptions for "UPnP Framework", for "Remote Assistance", (and possibly also for "Remote Desktop").

If the Novice's NAT router does not support UPnP, then you will never get Remote Assistance to work automatically. UPnP is required in the NAT router so that Remote Assistance can discover the WAN IP address of the Novice's internet connection, to be written into the help request ticket.

If you wish to make Remote Assistance work through a NAT router at the Novice end which does not support UPnP, then you must be prepared to take special manual steps:

1. The Novice's NAT router must be configured to forward TCP port 3389 to the LAN IP address of the PC requesting assistance;

2. The Novice's Remote Assistance requests must be sent via e-mail or file transfer, not by Messenger;

3. The Expert must have a means of knowing the WAN IP address of the Novice's internet connection (i.e. the WAN IP address of the Novice's NAT router);

4. Every time the Expert receives an Remote Assistance request ticket from this Novice by e-mail or file transfer, the Expert must not open it immediately. Instead, the Expert should open the ticket in Notepad, and edit the obvious incorrect IP addresses in the ticket (which will have a ":3389" port designator suffix) to change the IP address to the known WAN IP address of the Novice's internet connection, still with the ":3389" suffix. Then the Expert should save the changes, and then double-click on the ticket icon so as to open the Remote Assistance session.

--

cut/paste from somewhere i can't remember where it was...

kodiak · Dec 26, 2004, 02:05 PM

All the people I'm trying to connect to have no router and are running off there modem. I can connect to them if I disconnect my router. Yay may have hit something there because I have a home network with 2 other computers connected to mt. One by hardwire and one by wireless. I've also been trying to play motocross madness 2 by ip with this person to no availe so maybe this is also the problem. Remember, I can connect without the router.

PangingJr · Dec 26, 2004, 03:50 PM

what was the error message ?

"Remote Assistance Failed. Please Try Again" or "Remote Assistance connection could not be established because the remote host name could not be resolved"

kodiak · Dec 26, 2004, 10:53 PM

When router is connected I get nothing other then a message that it is trying to connect.

PangingJr · Dec 27, 2004, 11:37 AM

check this article "www.petri.co.il/what's_remote_assistanc.htm"
on the section "Public IP addresses" under the Remote Assistance Problems, you'll see the reason why you don't have any problem when both PC are connecting to internet using modem. then see the section "Configuring Remote Assistance with NAT connections" so that it may help you solving the problem you're having..

Dec 26, 2004, 12:19 AM	#1
kodiak DriverHeaven Lover Join Date: Jun 2002 Posts: 102 Rep Power: 0	Remote Assistance I have tried several thing to make remote assistance work and various other remote assistance software to no availe. Now I can unhook my router and run off the modem only and it will work fine but I hook the router up and it will no longer work. I have tried forwarding and triggering port 3389 and that don't work. Are there any other ideas? I have a Neatgear WGt624 v2 router.

Dec 26, 2004, 05:44 AM	#2
YAYitsAndrew Anti-Piracy Poster Boy Join Date: Oct 2004 Location: NJ Posts: 2,605 Rep Power: 77 System Specs	All the tutorials I've read on setting up windows remote desktop (mstsc.exe) mention that port forwarding will work. I'm pretty sure remote desktop and remote assistance both use port 3389 but you may want to check that you have the right port. If you do and forwarding doesn't work, then are you part of a wider network such as on a college campus or in a work environment? There may be additional hardware levels where adjustments need to be made. __________________ "It is because the resistance to paying for copyrighted material, although often characterized as arising from a supposed technical burden or principled concern for the public interest, arises rather from exactly the same segment of the brain that is dominant in shoplifters." - Mark Helprin, Digital Barbarism In other words, it's never okay to steal even if you think you have a good reason! www.yayitsandrew.com

Dec 26, 2004, 06:53 AM	#3
PangingJr Member Join Date: Mar 2003 Posts: 5,989 Rep Power: 69	At the Novice end (the person who requests the assistance), any NAT router in use must support UPnP, and UPnP must be specifically enabled in the router configuration. also, XP must have the SSDP Discovery Service running (this is the default, but sometimes this service is mistakenly disabled by users), and must have Windows Firewall configured to make Exceptions for "UPnP Framework", for "Remote Assistance", (and possibly also for "Remote Desktop"). If the Novice's NAT router does not support UPnP, then you will never get Remote Assistance to work automatically. UPnP is required in the NAT router so that Remote Assistance can discover the WAN IP address of the Novice's internet connection, to be written into the help request ticket. If you wish to make Remote Assistance work through a NAT router at the Novice end which does not support UPnP, then you must be prepared to take special manual steps: 1. The Novice's NAT router must be configured to forward TCP port 3389 to the LAN IP address of the PC requesting assistance; 2. The Novice's Remote Assistance requests must be sent via e-mail or file transfer, not by Messenger; 3. The Expert must have a means of knowing the WAN IP address of the Novice's internet connection (i.e. the WAN IP address of the Novice's NAT router); 4. Every time the Expert receives an Remote Assistance request ticket from this Novice by e-mail or file transfer, the Expert must not open it immediately. Instead, the Expert should open the ticket in Notepad, and edit the obvious incorrect IP addresses in the ticket (which will have a ":3389" port designator suffix) to change the IP address to the known WAN IP address of the Novice's internet connection, still with the ":3389" suffix. Then the Expert should save the changes, and then double-click on the ticket icon so as to open the Remote Assistance session. -- cut/paste from somewhere i can't remember where it was... Last edited by Ctrl-Alt-Del; Dec 26, 2004 at 09:07 AM.

Dec 26, 2004, 02:05 PM	Thread Starter #4
kodiak DriverHeaven Lover Join Date: Jun 2002 Posts: 102 Rep Power: 0	All the people I'm trying to connect to have no router and are running off there modem. I can connect to them if I disconnect my router. Yay may have hit something there because I have a home network with 2 other computers connected to mt. One by hardwire and one by wireless. I've also been trying to play motocross madness 2 by ip with this person to no availe so maybe this is also the problem. Remember, I can connect without the router.

Dec 26, 2004, 03:50 PM	#5
PangingJr Member Join Date: Mar 2003 Posts: 5,989 Rep Power: 69	what was the error message ? "Remote Assistance Failed. Please Try Again" or "Remote Assistance connection could not be established because the remote host name could not be resolved"

Dec 26, 2004, 10:53 PM	Thread Starter #6
kodiak DriverHeaven Lover Join Date: Jun 2002 Posts: 102 Rep Power: 0	When router is connected I get nothing other then a message that it is trying to connect.

Dec 27, 2004, 11:37 AM	#7
PangingJr Member Join Date: Mar 2003 Posts: 5,989 Rep Power: 69	check this article "www.petri.co.il/what's_remote_assistanc.htm" on the section "Public IP addresses" under the Remote Assistance Problems, you'll see the reason why you don't have any problem when both PC are connecting to internet using modem. then see the section "Configuring Remote Assistance with NAT connections" so that it may help you solving the problem you're having..