• 
• Microsys
• SysNews
• NC State Help Desk
• ITD Services A-Z

HELP ME!

If you are having problems with a PC or software on a PC that is registered in the Unity.AD domain  then showing the problem to the NC State University Help Desk staff might be the quickest way to a solution.  The PC user, in the role of "Novice" will need to let the Help Desk staff person know of the PCs IP number or the PCs registered name so that the NC State University Help Desk staff person can initiate an "Offer Remote Assistance" session.  If you are using the askHELP! chat session the PCs registered name will be automatically sent to the Help Desk staff person and you can skip to the Start Remote Assistance Session.

Your Number Please

If the PC does not have a sticker that shows the IP number or registered name, one way to check on the IP number is to open a command shell and type in:

  ipconfig

To obtain a command shell, you can click on "Start" and then select "Command Shell" or access the Run dialog box by pressing the key near the space bar and while holding that down, press the "R" key.  In the dialog box, enter: CMD followed by a press of the Enter key.  In the command shell window, enter the IPCONFIG command to obtain the IP number of the PC.

Let the Help Desk staff person, acting in the role of "Expert", know your IP number so they can initiate an "Offer Remote Assistance" session. 

Start Remote Assistance Session

With your permission while you are at the PC, the Expert can engage in a computer chat session, view what you on the computer, send files or even, with an additional permission request, share control of your computer to resolve problems.   The request to start the Remote Assistance Session will look like:

Select the "Yes" button to allow the Help Desk staff person view your desktop.

Remote Assistance Console (on the Novice's computer)

After granting the Help Desk staff person access to your computer, you will see the Remote Assistance Console similar to the following image.  At any time you can force a disconnection of the Remote Assistance session by clicking on the "Disconnect" button.