This is accomplished using NetMeeting, which is a part of Windows or available as a no-cost download from Microsoft. You maintain complete control over your computer, and can see everything we do, so there is no security risk. 

Before contacting PDA to request remote assistance, please set up NetMeeting as described below.

Setting up NetMeeting

To set up NetMeeting, click the Windows Start menu, then click Run.  Type CONF and click OK.

If NetMeeting is not found,  download and install it using the info below.

If NetMeeting has not been run before, you will be presented with an introductory screen.  Click Next.

Enter the required info about yourself, as illustrated below.

Click Next. Set up directory services as illustrated below

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Click Next.  Select your internet connection speed from the menu.  If unsure, choose a slower setting.

Click Next.  You will be asked if you want to put shortcuts on your desktop and quick-launch bar.  Choose whatever you like.

The next several steps have to do with audio setup.  Follow the onscreen instructions. Audio is not necessary for Remote Assistance.

After the main NetMeeting screen appears, there is one more necessary setup step. Click Tools/Options as shown here. 

 Turn off Automatically Send and Automatically Receive video. If you do not do this, NetMeeting will probably hang.

Using NetMeeting

After NetMeeting is set up as described above, call PDA via telephone.  If possible, be connected to the internet while you call. We will give you an address to connect to.  

Connect to the internet if you are not already.  Enter the address where shown and click the telephone button  to connect.  (Note that the IP address shown is a fictitious example).

If you cannot talk on the telephone while connected to the internet, click the Chat button. This will permit you to communicate with us by typing messages.

Now, you need to share your Windows desktop so we can help you. Click the Share button.

The share dialog appears.  Hilight Desktop, and click Share. Click the Allow Control button, then checkmark Automatically accept requests for control. We can now control your computer.  You can see everything we do. When Done When we are done helping you, either of us can disconnect by clicking the "hang up the phone" button. Or, simply close NetMeeting!

Download NetMeeting

The latest version of NetMeeting is available from

http://www.microsoft.com/windows/netmeeting/

You may also be able to install the latest version of NetMeeting with Window Update, the feature that keeps Windows update-to-date using the internet.  

As of this writing, the latest version of NetMeeting is included with Win 2000 and later.