Remote Assistance not working

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bcags7

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Hello everyone...I'm trying to use Remote Assistance to fix some things on my
girlfriend's computer. Getting the error message: "A Remote Assistance
connection could not be established because the DNS name of the remote
computer could not be resolved."
I've read through some previous threads on this topic and tried everything
but can't get it to work. We are using Windows Live Messenger to establish
the connection and both computers have Windows Messenger installed (the one
that comes with XP). Both of us are using a wireless router connected to the
internet with a cable modem (me) and DSL modem (her). Both routers have UPnP
enabled. We are both able to ping each other's routers' WAN IP (the one
returned from www.whatismyip.org). The only other thing I can think of that
might keep it from working is that she is in Australia and I am in the United
States (connection timing out???)...not quite sure if that makes a difference
though. Any help would be appreciated...

Thanks
 
Re: Remote Assistance not working

"bcags7" <bcags7@discussions.microsoft.com> wrote in message
news:315874DC-524C-46CD-8AE0-FAE159BA408D@microsoft.com...
> Hello everyone...I'm trying to use Remote Assistance to fix some things on my
> girlfriend's computer. Getting the error message: "A Remote Assistance
> connection could not be established because the DNS name of the remote
> computer could not be resolved."
> I've read through some previous threads on this topic and tried everything
> but can't get it to work. We are using Windows Live Messenger to establish
> the connection and both computers have Windows Messenger installed (the one
> that comes with XP). Both of us are using a wireless router connected to the
> internet with a cable modem (me) and DSL modem (her). Both routers have UPnP
> enabled. We are both able to ping each other's routers' WAN IP (the one
> returned from www.whatismyip.org). The only other thing I can think of that
> might keep it from working is that she is in Australia and I am in the United
> States (connection timing out???)...not quite sure if that makes a difference
> though. Any help would be appreciated...
>
> Thanks

Have you tried configuring Port 3389 to be forwarded to each respective
machines internal LAN IP? In your routers web based configuration under Port
Forwarding, set both the Start Port and End Port to 3389 and forward it to the
LAN IP Address assigned to your machine behind the router. Have the other
person do the same on their end to forward the packets to their internal LAN IP.

--

Brian A. Sesko { MS MVP_Windows Desktop User Experience }
Conflicts start where information lacks.
http://basconotw.mvps.org/

Suggested posting do's/don'ts: http://dts-l.com/goodpost.htm
How to ask a question: http://support.microsoft.com/kb/555375
 
Re: Remote Assistance not working

No, I haven't tried configuring port forwarding yet. I thought UPnP took care
of the port forwarding automatically...am I wrong in thinking that?

Thanks

"Brian A." wrote:

> "bcags7" <bcags7@discussions.microsoft.com> wrote in message
> news:315874DC-524C-46CD-8AE0-FAE159BA408D@microsoft.com...
> > Hello everyone...I'm trying to use Remote Assistance to fix some things on my
> > girlfriend's computer. Getting the error message: "A Remote Assistance
> > connection could not be established because the DNS name of the remote
> > computer could not be resolved."
> > I've read through some previous threads on this topic and tried everything
> > but can't get it to work. We are using Windows Live Messenger to establish
> > the connection and both computers have Windows Messenger installed (the one
> > that comes with XP). Both of us are using a wireless router connected to the
> > internet with a cable modem (me) and DSL modem (her). Both routers have UPnP
> > enabled. We are both able to ping each other's routers' WAN IP (the one
> > returned from www.whatismyip.org). The only other thing I can think of that
> > might keep it from working is that she is in Australia and I am in the United
> > States (connection timing out???)...not quite sure if that makes a difference
> > though. Any help would be appreciated...
> >
> > Thanks
>
> Have you tried configuring Port 3389 to be forwarded to each respective
> machines internal LAN IP? In your routers web based configuration under Port
> Forwarding, set both the Start Port and End Port to 3389 and forward it to the
> LAN IP Address assigned to your machine behind the router. Have the other
> person do the same on their end to forward the packets to their internal LAN IP.
>
> --
>
> Brian A. Sesko { MS MVP_Windows Desktop User Experience }
> Conflicts start where information lacks.
> http://basconotw.mvps.org/
>
> Suggested posting do's/don'ts: http://dts-l.com/goodpost.htm
> How to ask a question: http://support.microsoft.com/kb/555375
>
>
>
>
 
Re: Remote Assistance not working

AFAIK UPnP is supposed bypass the need, yet stranger things do happen and if
using port forwarding makes it work that's one of those times.

--

Brian A. Sesko { MS MVP_Windows Desktop User Experience }
Conflicts start where information lacks.
http://basconotw.mvps.org/

Suggested posting do's/don'ts: http://dts-l.com/goodpost.htm
How to ask a question: http://support.microsoft.com/kb/555375


"bcags7" <bcags7@discussions.microsoft.com> wrote in message
news:FB64D3A2-747C-4ECA-BC98-3BDF69926FC7@microsoft.com...
> No, I haven't tried configuring port forwarding yet. I thought UPnP took care
> of the port forwarding automatically...am I wrong in thinking that?
>
> Thanks
>
> "Brian A." wrote:
>
>> "bcags7" <bcags7@discussions.microsoft.com> wrote in message
>> news:315874DC-524C-46CD-8AE0-FAE159BA408D@microsoft.com...
>> > Hello everyone...I'm trying to use Remote Assistance to fix some things on
>> > my
>> > girlfriend's computer. Getting the error message: "A Remote Assistance
>> > connection could not be established because the DNS name of the remote
>> > computer could not be resolved."
>> > I've read through some previous threads on this topic and tried everything
>> > but can't get it to work. We are using Windows Live Messenger to establish
>> > the connection and both computers have Windows Messenger installed (the one
>> > that comes with XP). Both of us are using a wireless router connected to
>> > the
>> > internet with a cable modem (me) and DSL modem (her). Both routers have
>> > UPnP
>> > enabled. We are both able to ping each other's routers' WAN IP (the one
>> > returned from www.whatismyip.org). The only other thing I can think of that
>> > might keep it from working is that she is in Australia and I am in the
>> > United
>> > States (connection timing out???)...not quite sure if that makes a
>> > difference
>> > though. Any help would be appreciated...
>> >
>> > Thanks
>>
>> Have you tried configuring Port 3389 to be forwarded to each respective
>> machines internal LAN IP? In your routers web based configuration under Port
>> Forwarding, set both the Start Port and End Port to 3389 and forward it to
>> the
>> LAN IP Address assigned to your machine behind the router. Have the other
>> person do the same on their end to forward the packets to their internal LAN
>> IP.
>>
>> --
>>
>> Brian A. Sesko { MS MVP_Windows Desktop User Experience }
>> Conflicts start where information lacks.
>> http://basconotw.mvps.org/
>>
>> Suggested posting do's/don'ts: http://dts-l.com/goodpost.htm
>> How to ask a question: http://support.microsoft.com/kb/555375
>>
>>
>>
>>
 
Re: Remote Assistance not working

Thanks for the reply. The port forwarding did not work, however, I was able
to find out what the problem was. Apparently her DSL modem is also a router,
so we've got two routers causing a double-NAT situation. Does anybody have
any recommendations on what the best way to set this up would be?

Should I disable the NAT on the modem/router to allow the wireless router to
take the public IP? Or, leave the modem/router alone and maybe configure the
wireless router as an access point? Are there any other configurations that
would be better/easier?

Thanks

"Brian A." wrote:

> AFAIK UPnP is supposed bypass the need, yet stranger things do happen and if
> using port forwarding makes it work that's one of those times.
>
> --
>
> Brian A. Sesko { MS MVP_Windows Desktop User Experience }
> Conflicts start where information lacks.
> http://basconotw.mvps.org/
>
> Suggested posting do's/don'ts: http://dts-l.com/goodpost.htm
> How to ask a question: http://support.microsoft.com/kb/555375
>
>
> "bcags7" <bcags7@discussions.microsoft.com> wrote in message
> news:FB64D3A2-747C-4ECA-BC98-3BDF69926FC7@microsoft.com...
> > No, I haven't tried configuring port forwarding yet. I thought UPnP took care
> > of the port forwarding automatically...am I wrong in thinking that?
> >
> > Thanks
> >
> > "Brian A." wrote:
> >
> >> "bcags7" <bcags7@discussions.microsoft.com> wrote in message
> >> news:315874DC-524C-46CD-8AE0-FAE159BA408D@microsoft.com...
> >> > Hello everyone...I'm trying to use Remote Assistance to fix some things on
> >> > my
> >> > girlfriend's computer. Getting the error message: "A Remote Assistance
> >> > connection could not be established because the DNS name of the remote
> >> > computer could not be resolved."
> >> > I've read through some previous threads on this topic and tried everything
> >> > but can't get it to work. We are using Windows Live Messenger to establish
> >> > the connection and both computers have Windows Messenger installed (the one
> >> > that comes with XP). Both of us are using a wireless router connected to
> >> > the
> >> > internet with a cable modem (me) and DSL modem (her). Both routers have
> >> > UPnP
> >> > enabled. We are both able to ping each other's routers' WAN IP (the one
> >> > returned from www.whatismyip.org). The only other thing I can think of that
> >> > might keep it from working is that she is in Australia and I am in the
> >> > United
> >> > States (connection timing out???)...not quite sure if that makes a
> >> > difference
> >> > though. Any help would be appreciated...
> >> >
> >> > Thanks
> >>
> >> Have you tried configuring Port 3389 to be forwarded to each respective
> >> machines internal LAN IP? In your routers web based configuration under Port
> >> Forwarding, set both the Start Port and End Port to 3389 and forward it to
> >> the
> >> LAN IP Address assigned to your machine behind the router. Have the other
> >> person do the same on their end to forward the packets to their internal LAN
> >> IP.
> >>
> >> --
> >>
> >> Brian A. Sesko { MS MVP_Windows Desktop User Experience }
> >> Conflicts start where information lacks.
> >> http://basconotw.mvps.org/
> >>
> >> Suggested posting do's/don'ts: http://dts-l.com/goodpost.htm
> >> How to ask a question: http://support.microsoft.com/kb/555375
> >>
> >>
> >>
> >>
>
>
 
Re: Remote Assistance not working

I helped out another person that had a situation via router/s and IIRC there
was a way that you had to allow the WAN IP or something that needed to be
changed in the request. It's been some time but I'll have a search around to
see if I can find what the exact solution was.

For starters see if any of this helps:
Using Remote Assistance to Get Help When You Need It
http://www.microsoft.com/windowsxp/using/helpandsupport/learnmore/remoteassist/intro.mspx

Overview of Remote Assistance in Windows XP
http://support.microsoft.com/kb/300546

Step-by-Step Guide to Remote Assistance
http://technet.microsoft.com/en-us/library/bb457004.aspx

--

Brian A. Sesko { MS MVP_Windows Desktop User Experience }
Conflicts start where information lacks.
http://basconotw.mvps.org/

Suggested posting do's/don'ts: http://dts-l.com/goodpost.htm
How to ask a question: http://support.microsoft.com/kb/555375


"bcags7" <bcags7@discussions.microsoft.com> wrote in message
news:6CF04BDF-3AA8-4F33-BF9C-865732C4E565@microsoft.com...
> Thanks for the reply. The port forwarding did not work, however, I was able
> to find out what the problem was. Apparently her DSL modem is also a router,
> so we've got two routers causing a double-NAT situation. Does anybody have
> any recommendations on what the best way to set this up would be?
>
> Should I disable the NAT on the modem/router to allow the wireless router to
> take the public IP? Or, leave the modem/router alone and maybe configure the
> wireless router as an access point? Are there any other configurations that
> would be better/easier?
>
> Thanks
>
> "Brian A." wrote:
>
>> AFAIK UPnP is supposed bypass the need, yet stranger things do happen and
>> if
>> using port forwarding makes it work that's one of those times.
>>
>> --
>>
>> Brian A. Sesko { MS MVP_Windows Desktop User Experience }
>> Conflicts start where information lacks.
>> http://basconotw.mvps.org/
>>
>> Suggested posting do's/don'ts: http://dts-l.com/goodpost.htm
>> How to ask a question: http://support.microsoft.com/kb/555375
>>
>>
>> "bcags7" <bcags7@discussions.microsoft.com> wrote in message
>> news:FB64D3A2-747C-4ECA-BC98-3BDF69926FC7@microsoft.com...
>> > No, I haven't tried configuring port forwarding yet. I thought UPnP took
>> > care
>> > of the port forwarding automatically...am I wrong in thinking that?
>> >
>> > Thanks
>> >
>> > "Brian A." wrote:
>> >
>> >> "bcags7" <bcags7@discussions.microsoft.com> wrote in message
>> >> news:315874DC-524C-46CD-8AE0-FAE159BA408D@microsoft.com...
>> >> > Hello everyone...I'm trying to use Remote Assistance to fix some things
>> >> > on
>> >> > my
>> >> > girlfriend's computer. Getting the error message: "A Remote Assistance
>> >> > connection could not be established because the DNS name of the remote
>> >> > computer could not be resolved."
>> >> > I've read through some previous threads on this topic and tried
>> >> > everything
>> >> > but can't get it to work. We are using Windows Live Messenger to
>> >> > establish
>> >> > the connection and both computers have Windows Messenger installed (the
>> >> > one
>> >> > that comes with XP). Both of us are using a wireless router connected to
>> >> > the
>> >> > internet with a cable modem (me) and DSL modem (her). Both routers have
>> >> > UPnP
>> >> > enabled. We are both able to ping each other's routers' WAN IP (the one
>> >> > returned from www.whatismyip.org). The only other thing I can think of
>> >> > that
>> >> > might keep it from working is that she is in Australia and I am in the
>> >> > United
>> >> > States (connection timing out???)...not quite sure if that makes a
>> >> > difference
>> >> > though. Any help would be appreciated...
>> >> >
>> >> > Thanks
>> >>
>> >> Have you tried configuring Port 3389 to be forwarded to each respective
>> >> machines internal LAN IP? In your routers web based configuration under
>> >> Port
>> >> Forwarding, set both the Start Port and End Port to 3389 and forward it to
>> >> the
>> >> LAN IP Address assigned to your machine behind the router. Have the other
>> >> person do the same on their end to forward the packets to their internal
>> >> LAN
>> >> IP.
>> >>
>> >> --
>> >>
>> >> Brian A. Sesko { MS MVP_Windows Desktop User Experience }
>> >> Conflicts start where information lacks.
>> >> http://basconotw.mvps.org/
>> >>
>> >> Suggested posting do's/don'ts: http://dts-l.com/goodpost.htm
>> >> How to ask a question: http://support.microsoft.com/kb/555375
>> >>
>> >>
>> >>
>> >>
>>
>>
 
Re: Remote Assistance not working

Sorry about the delayed response, I'm having trouble locating the info.
Provided are some links I had saved which may help out though.
UltraVNC (Free):
http://www.uvnc.com/index.html

LogMeIn (Free)
https://secure.logmein.com/go.asp?page=home&lang=en

Remote desktop help/troubleshooting
http://tinyurl.com/Chicagotech-RemoteDesktop

--

Brian A. Sesko { MS MVP_Windows Desktop User Experience }
Conflicts start where information lacks.
http://basconotw.mvps.org/

Suggested posting do's/don'ts: http://dts-l.com/goodpost.htm
How to ask a question: http://support.microsoft.com/kb/555375


"Brian A." <gonefish'n@afarawaylake> wrote in message
news:OUa0VgXDJHA.1628@TK2MSFTNGP02.phx.gbl...
> I helped out another person that had a situation via router/s and IIRC there
> was a way that you had to allow the WAN IP or something that needed to be
> changed in the request. It's been some time but I'll have a search around to
> see if I can find what the exact solution was.
>
> For starters see if any of this helps:
> Using Remote Assistance to Get Help When You Need It
> http://www.microsoft.com/windowsxp/using/helpandsupport/learnmore/remoteassist/intro.mspx
>
> Overview of Remote Assistance in Windows XP
> http://support.microsoft.com/kb/300546
>
> Step-by-Step Guide to Remote Assistance
> http://technet.microsoft.com/en-us/library/bb457004.aspx
>
> --
>
> Brian A. Sesko { MS MVP_Windows Desktop User Experience }
> Conflicts start where information lacks.
> http://basconotw.mvps.org/
>
> Suggested posting do's/don'ts: http://dts-l.com/goodpost.htm
> How to ask a question: http://support.microsoft.com/kb/555375
>
>
> "bcags7" <bcags7@discussions.microsoft.com> wrote in message
> news:6CF04BDF-3AA8-4F33-BF9C-865732C4E565@microsoft.com...
>> Thanks for the reply. The port forwarding did not work, however, I was able
>> to find out what the problem was. Apparently her DSL modem is also a router,
>> so we've got two routers causing a double-NAT situation. Does anybody have
>> any recommendations on what the best way to set this up would be?
>>
>> Should I disable the NAT on the modem/router to allow the wireless router to
>> take the public IP? Or, leave the modem/router alone and maybe configure the
>> wireless router as an access point? Are there any other configurations that
>> would be better/easier?
>>
>> Thanks
>>
>> "Brian A." wrote:
>>
>>> AFAIK UPnP is supposed bypass the need, yet stranger things do happen and
>>> if
>>> using port forwarding makes it work that's one of those times.
>>>
>>> --
>>>
>>> Brian A. Sesko { MS MVP_Windows Desktop User Experience }
>>> Conflicts start where information lacks.
>>> http://basconotw.mvps.org/
>>>
>>> Suggested posting do's/don'ts: http://dts-l.com/goodpost.htm
>>> How to ask a question: http://support.microsoft.com/kb/555375
>>>
>>>
>>> "bcags7" <bcags7@discussions.microsoft.com> wrote in message
>>> news:FB64D3A2-747C-4ECA-BC98-3BDF69926FC7@microsoft.com...
>>> > No, I haven't tried configuring port forwarding yet. I thought UPnP took
>>> > care
>>> > of the port forwarding automatically...am I wrong in thinking that?
>>> >
>>> > Thanks
>>> >
>>> > "Brian A." wrote:
>>> >
>>> >> "bcags7" <bcags7@discussions.microsoft.com> wrote in message
>>> >> news:315874DC-524C-46CD-8AE0-FAE159BA408D@microsoft.com...
>>> >> > Hello everyone...I'm trying to use Remote Assistance to fix some things
>>> >> > on
>>> >> > my
>>> >> > girlfriend's computer. Getting the error message: "A Remote Assistance
>>> >> > connection could not be established because the DNS name of the remote
>>> >> > computer could not be resolved."
>>> >> > I've read through some previous threads on this topic and tried
>>> >> > everything
>>> >> > but can't get it to work. We are using Windows Live Messenger to
>>> >> > establish
>>> >> > the connection and both computers have Windows Messenger installed (the
>>> >> > one
>>> >> > that comes with XP). Both of us are using a wireless router connected
>>> >> > to
>>> >> > the
>>> >> > internet with a cable modem (me) and DSL modem (her). Both routers have
>>> >> > UPnP
>>> >> > enabled. We are both able to ping each other's routers' WAN IP (the one
>>> >> > returned from www.whatismyip.org). The only other thing I can think of
>>> >> > that
>>> >> > might keep it from working is that she is in Australia and I am in the
>>> >> > United
>>> >> > States (connection timing out???)...not quite sure if that makes a
>>> >> > difference
>>> >> > though. Any help would be appreciated...
>>> >> >
>>> >> > Thanks
>>> >>
>>> >> Have you tried configuring Port 3389 to be forwarded to each respective
>>> >> machines internal LAN IP? In your routers web based configuration under
>>> >> Port
>>> >> Forwarding, set both the Start Port and End Port to 3389 and forward it
>>> >> to
>>> >> the
>>> >> LAN IP Address assigned to your machine behind the router. Have the
>>> >> other
>>> >> person do the same on their end to forward the packets to their internal
>>> >> LAN
>>> >> IP.
>>> >>
>>> >> --
>>> >>
>>> >> Brian A. Sesko { MS MVP_Windows Desktop User Experience }
>>> >> Conflicts start where information lacks.
>>> >> http://basconotw.mvps.org/
>>> >>
>>> >> Suggested posting do's/don'ts: http://dts-l.com/goodpost.htm
>>> >> How to ask a question: http://support.microsoft.com/kb/555375
>>> >>
>>> >>
>>> >>
>>> >>
>>>
>>>
>
 
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