Hi, Also when the consumer uses the alternate help request, they give you the password, you type it in and press ok. Count to about 10 or 15 and tell them to press the connect button.
If there are no router/firewall issues between the two computers , that process will work. The above assumes you are the one asking for help. If you are the one offering help, use the alternate help request, give them the password. When they tell you they hit ok, wait that time stated above and hit the connect button. Chris Chris Window-Eyes Product Support Ai Squared 725 Airport North Office Park Fort Wayne, IN 46825 (802) 362-3612 www.aisquared.com -----Original Message----- From: Marc Solomon Sent: Friday, October 16, 2015 11:13 AM To: Shannon <shan...@bartchroofing.com>; Window-Eyes Discussion List <talk@lists.window-eyes.com>; Chris Grabowski <cgrabow...@aisquared.com> Subject: RE: Remote Assistance question Hi Shannon, I use WE remote assistance all the time to deliver training. I have the person asking for help use the Alternate Help Request option. On my side, I configured my router to forward traffic (both UDP/TCP protocols) sent to ports 46925, 46826 and 46827 to my PC's local IP address. You can obtain your computer's IP address using the ipconfig command at the command prompt. Instructions for configuring port forwarding will be specific to your router. Once you configure your router/firewall to forward this traffic to your PC, all should be well. If the person asking for help is behind a tightly locked down firewall, you may need to ask them to make an exception for the Window-Eyes Remote Assistance process and the ports it uses. Good luck! Kind Regards, Marc Solomon Sales & Accessibility Engineer Ai Squared - We've Got Accessibility Covered Phone: 802.362.3612 x212 Email: msolo...@aisquared.com Web: www.aisquared.com Connect with Ai Squared on Facebook, Twitter, YouTube, check out our Blog, and sign up to receive our newsletter. -----Original Message----- From: Talk [mailto:talk-bounces+msolomon=aisquared....@lists.window-eyes.com] On Behalf Of Shannon via Talk Sent: Friday, October 16, 2015 9:58 AM To: Chris Grabowski <cgrabow...@aisquared.com>; 'Window-Eyes Discussion List' <talk@lists.window-eyes.com> Subject: Remote Assistance question Good morning, I have posted to the list about our company looking into the electronic time collection programs. I have so far found that 2 companies are willing to download the WE for Office offer and try to see if their programs are accessible with WE. I/we tried to do a remote assistance session to allow me to remote into one of the programs but the connections would not take place. We tried both options send request and alternate help, neither one worked. Exak Time was the computer asking for help and I was the helper in this situation. Send request did absolutely nothing the connect button was grayed out. Alternative help continued to say connecting on my side, but never did. I am going to guess it is firewalls, and router settings but I don't understand how the settings outlined in the manual is supposed to be used. Is there anything I could do on my end to make the remote connection actually work? I was able to listen to her use the program, over the phone, "mostly " with the mouse and my directions how to use the mouse with the keyboard. It does appear that I will be able to reach most of the functions of the program and or convert the data into excel files that I know I can use. So not a total fail. I would like to try the same experiment with a product called AboutTime, that is if I can remote in would be preferred. I am running WE 9.2.1, I believe that the new install of the Office offer would be the latest build as well. Could I be wrong about that? Once they download the Office version do they have to look for updates? Will this situation possibly work? Thanks for any help. Shannon _______________________________________________ Any views or opinions presented in this email are solely those of the author and do not necessarily represent those of Ai Squared. For membership options, visit http://lists.window-eyes.com/options.cgi/talk-window-eyes.com/msolomon%40aisquared.com. For subscription options, visit http://lists.window-eyes.com/listinfo.cgi/talk-window-eyes.com List archives can be found at http://lists.window-eyes.com/private.cgi/talk-window-eyes.com _______________________________________________ Any views or opinions presented in this email are solely those of the author and do not necessarily represent those of Ai Squared. For membership options, visit http://lists.window-eyes.com/options.cgi/talk-window-eyes.com/archive%40mail-archive.com. For subscription options, visit http://lists.window-eyes.com/listinfo.cgi/talk-window-eyes.com List archives can be found at http://lists.window-eyes.com/private.cgi/talk-window-eyes.com
