How To Recieve Remote Support Via Microsoft Live! Messenger

To be able to get remote support you must have completed the following tutorials:
◘ How to Set up a New Windows Live! hotmail Account.
◘ How To install and Sign into Windows Live! Messenger

Both of these tutorials must have been completed and you must be logged into your Windows Live! Messenger account ready before your computer can accept remote support via Microsoft live! Messenger.

First we must ensure that windows will not attempt to block the connection attempt. On your desktop locate the "my computer" icon and right click it then click "Properties". In the properties menu select the remote tab. Please make sure that both of the boxes are ticked as shown here. Click Ok to close once this is done. .

First you will need to add the computors remote support account to your contacts. To add a contact find the "add a contact" button and click it..

Now you will need to add the address supplied by us into the add a contact via "Instant Messaging address" text box. Once you have correctly entered the address into the text box click the "Add contact" button to send the request.

Next you have to start a conversation with the remote support account. To do this you can either double click of the remote support contact or right click the support contact and click start a conversation.

Once the conversation window is open you need to locate the options menu. Find the exit button first. To the left of this you should see a small down ward arrow in a box, click this and a menu will appear. Go to the actions section of the menu and then find Request Remote Assistance and click it.

You will now see the following in the chat window, this will be displayed until we accept your request for assistance.

Once the request is accepted the message will change to reflect this.

You will now get a confirmation request from remote desktop to confirm that you meant to begin a connection. Click yes to continue.

You will see a chat window; this will appear if the connection is successful. At this stage the engineer will be able to see you’re desktop and monitor your actions. You can end remote access at any time by clicking the disconnect button.

Should passive monitoring not be sufficient to correct the issue, the engineer can request full control over your desktop. If the engineer requests control this option box will appear and you will have the option to allow or deny the control. Again you can end this process at any time by click disconnect or the escape key.

Once the engineer is happy that the problem is fixed you may close the connection and continue using your machine. Should the problem require call out the engineer will now arrange a suitable time for the visit