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bbarry
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 Posted: Sun Feb 08, 2015 2:56 pm |
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| welcoming committee |
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Joined: Fri Nov 30, 2012 12:47 am
Posts: 2406
Location: North Central Arkansas
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The problem is that Remote Assistance can't locate the Public IP address on the computer seeking help.
Here are the details. My computer runs Win7 Ultimate, and my sister's computer runs Win7 Professional. I am trying to use Remote Assistance to gain control of her computer to help her with problems.
We used the 'Invitation File' mode on Remote Assistance. She sent me the invitation file, I entered the password and my computer tried to connect to hers, without success.
She ran the troubleshooter on her computer and got the error message that her computer didn't have a Public IP Address. Yet when she went to the 'whatismyipaddress.com' website, it showed her IP address.
I would appreciate any help in resolving this Public IP Address issue. Thanks in advance.
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sboots
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Posted: Sun Feb 08, 2015 9:35 pm |
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Joined: Tue Apr 10, 2012 9:48 pm
Posts: 2954
Location: New Jersey
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sboots
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Posted: Sun Feb 08, 2015 9:43 pm |
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Joined: Tue Apr 10, 2012 9:48 pm
Posts: 2954
Location: New Jersey
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_________________ stephen boots Microsoft MVP 2004 - 2020 "Life's always an adventure with computers!"
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Manny Carvalho
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Posted: Sun Feb 08, 2015 11:19 pm |
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Joined: Thu Mar 22, 2012 1:35 am
Posts: 715
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Team Viewer is a better and easier alternative. I switched to it. Both parties need something installed for it to work properly. Once that is done and it's setup then it's very easy to use.
_________________
Best regards,
Manny Carvalho
MS-MVP since 2002
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bbarry
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Posted: Sun Feb 08, 2015 11:32 pm |
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Joined: Fri Nov 30, 2012 12:47 am
Posts: 2406
Location: North Central Arkansas
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sboots wrote: Is she using a 3rd party firewall? Is she connected to the Internet through a router? See if the steps in this article helps: http://www.thewindowsclub.com/offer-rem ... -windows-7-steve Steve, we pretty much followed the steps in this article, down to and including running the Troubleshooter after we couldn't connect. That's when she got the message about not having a Public IP Address. I don't know about a 3rd party firewall, which is one of the things I want to check tomorrow. I know she uses BitDefender, but I think her Windows Firewall remains on. I need to make sure that Remote Assistance is a program allowed through the Windows Firewall. I know she uses AT&T U-Verse as her internet connection, so I guess that is considered a router (or modem). She does not have a LAN in her house. What should I check for here? Coincidentally, I just discovered TeamViewer today and have been reading up on it. That may be the way to go. Thanks for your help.
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sboots
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Posted: Mon Feb 09, 2015 9:43 am |
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Joined: Tue Apr 10, 2012 9:48 pm
Posts: 2954
Location: New Jersey
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Have her turn off BitDefender and see if that resolves it. I believe that it includes a firewall. http://forum.bitdefender.com/index.php?showtopic=42148Personally, I've never cared for BitDefender -- I rank it up there with Norton and McAfee for annoyance.  The AT&T U-Verse modem may be a combination modem/router device. I would be surprised if it were the issue, though, as remote assistance should be able to deal with getting through a router with no issue in most cases. -steve _________________ stephen boots Microsoft MVP 2004 - 2020 "Life's always an adventure with computers!"
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bbarry
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Posted: Mon Feb 09, 2015 11:14 am |
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Joined: Fri Nov 30, 2012 12:47 am
Posts: 2406
Location: North Central Arkansas
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sboots wrote: Have her turn off BitDefender and see if that resolves it. I believe that it includes a firewall. http://forum.bitdefender.com/index.php?showtopic=42148Personally, I've never cared for BitDefender -- I rank it up there with Norton and McAfee for annoyance. The AT&T U-Verse modem may be a combination modem/router device. I would be surprised if it were the issue, though, as remote assistance should be able to deal with getting through a router with no issue in most cases. -steve Steve, you are correct.........BitDefender does have a firewall and it was turned on. So the next time we try to use Remote Assistance, I will make sure she turns off this firewall. FYI, it looks like the installation of BitDefender turns off the Windows firewall. Also, I am going to use my two home computers to play around with Team Viewer. I just downloaded it to my primary computer, and next I will download the Team Viewer Quick Support on my other computer. Thanks again for your input.
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bbarry
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Posted: Mon Feb 09, 2015 11:17 am |
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Joined: Fri Nov 30, 2012 12:47 am
Posts: 2406
Location: North Central Arkansas
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Manny Carvalho wrote: Team Viewer is a better and easier alternative. I switched to it. Both parties need something installed for it to work properly. Once that is done and it's setup then it's very easy to use. Manny, as I indicated to Steve, I am in the process of downloading Team Viewer to start playing around with. It may indeed be the alternative we use. Thanks.........
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bbarry
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Posted: Wed Feb 11, 2015 2:26 pm |
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| welcoming committee |
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Joined: Fri Nov 30, 2012 12:47 am
Posts: 2406
Location: North Central Arkansas
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Manny Carvalho wrote: Team Viewer is a better and easier alternative. Manny and Steve - Just to let you know, I downloaded Team Viewer and had my sister do the same. We quickly connected and I then had control of her computer. Team Viewer is one nice software program. I never could get Microsoft's Remote Assistance to work properly. When she ran the RA troubleshooter on her machine, it said she had no public IP address (although she did). One of the suggested remedies was to check and make sure that her U-verse router had the Windows Logo on it. That's when we gave up and downloaded Team Viewer. BTW, Team Viewer is free for personal, non-commercial use. For those who might be interested, here is their website: http://www.teamviewer.com/en/products/r ... ntrol.aspxThanks again for your advice.
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sboots
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Posted: Wed Feb 11, 2015 11:34 pm |
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Joined: Tue Apr 10, 2012 9:48 pm
Posts: 2954
Location: New Jersey
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Thanks for the update. Glad that TeamViewer worked out for you. So, did you fix her PC problem after all that?  -steve _________________ stephen boots Microsoft MVP 2004 - 2020 "Life's always an adventure with computers!"
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bbarry
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Posted: Thu Feb 12, 2015 9:46 am |
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| welcoming committee |
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Joined: Fri Nov 30, 2012 12:47 am
Posts: 2406
Location: North Central Arkansas
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sboots wrote: Thanks for the update. Glad that TeamViewer worked out for you. So, did you fix her PC problem after all that? -steve It wasn't so much a problem this time as it was organizing her My Pictures and My Documents folders, and also doing some general housekeeping. And yes, we got it done. It was much easier with me doing it all with my mouse and keyboard, than it previously was with me giving her directions over the phone.
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