RE: Remote Assistance

Hi Charlie,

First off, I wouldn't open it in Wordpad. You may introduce formatting
changes, which would cause problems. Best to use Notepad.

Secondly, you'll need to have him send you a new invitation. The one he
sent you is set to expire after 1 hour.

When you have the new invitation, you'll want to change the part that reads:

"RCTICKET="65538,1,192.168.1.64:3389;049644720363:3389"

It will look something like
"RCTICKET="65538,1,86.132.51.210:3389;192.168.1.64:3389;049644720363:3389",
except instead of "86.132.51.210", it will be his public IP address. The
only part I'm not clear about is how relevant the port is (i.e. "3389") -- as
I mentioned, you will probably have to have his router point that port to his
computer. You can try different port numbers (like "38860"), but it may only
work with 3389 and that port forwarded properly. I think the reason it works
with seemingly random (i.e. "38860") port numbers is because that's part of
the UPnP functionality -- it automatically redirects incoming connections to
the right port (i.e. 3389) on the right computer. That's something you'll
need to test though.

After you save the file (doesn't matter where -- can be on your desktop),
you just open it, and it will attempt to open a Remote Assistance session
with your cousin.

Best Wishes,
Kurosh


"Charlie3110" wrote:

Further to my last reply I have opened his latest ticket in Wordpad and this
is it
<?xml version="1.0" encoding="Unicode" ?><UPLOADINFO
TYPE="Escalated"><UPLOADDATA USERNAME="Jiggy"
RCTICKET="65538,1,192.168.1.64:3389;049644720363:3389,*,3qrT4H6a7h6sFEfPTIdyfoaVTSCdC/d0oKPENaUxp44=,*,*,aMYW22U/qA89jkLalVm3kWKk+2Q="
RCTICKETENCRYPTED="1" DtStart="1175020526" DtLength="60"
PassStub="HQ+3WuMcZGxjHV" L="0" /></UPLOADINFO>
now what bit do I need to change? he is not there now but for example using
whatismyIP I find that mine is 86.132.51.210. What do I change with this and
where do I put it and save it?
Thanks
Charlie


"Kurosh" wrote:

Hi Charlie3110,

The problem you're having is one that I'd like an answer to myself.
Basically, as you suggested, the ticket information change is responsible for
at least part of your connection problem -- you no longer have the "public
IP" address of your relative's computer in your ticket. Since they changed
ISPs as well, the old information will definitely not work. You need to
include the current public IP address. If you ask them to go to a site like
http://whatismyip.com/, it will tell you what their current public IP address
is, and you use that instead of "86.141.64.169". That should work.

What I'd like to know is why this public IP address gets dropped... I have
one client whose ticket has this information (and therefore I don't need to
edit it), and another who doesn't (so it needs to be manually editted).
Having it included automatically obviously makes this much easier.

Best Wishes,
Kurosh


"Charlie3110" wrote:

Hi I have been taking control of an elderly relative’s computer on a regular
basis to help sort out problems, defrag and up date things. I now seem unable
to do so since he has changed ISP. At the same time he also loaded 2007
Norton Internet Protection software. I have been reading through some of your
forums to see what might be the problem and I have ruled out the tick in the
Allow Remote Assistance in properties of My Computer. I have also been
looking at the RA file in notepad and notice that when I was successful in
taking over the RCTicket was as follows
RCTICKET="65538,1,86.141.64.169:38860;192.168.1.2
Whereas now it is
RCTICKET="65538,1,192.168.1.64
Is this significant. I have tried to edit the ticket to the old format
without success.
I have got him to switch off the Norton but this seems to make no
difference. We had no problems before this "upgrade" to NIP. I have been in
touch with Symantec and they confirmed how to disable Norton but still no
luck. Do
you think that the NIP is the more likely or should I pursue the more
complicated
Ticket theory?
Thanks
Charlie3110


.

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