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Troubleshooting connection issues
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What issues do you need help resolving?
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On the Invitation Status page, the invitation has a "Resend Required" status.
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Possible Cause: If you use a dial-up Internet service provider (ISP) to connect to the Internet, the ISP might assign your computer an Internet Protocol (IP) address from a pool of IP addresses each time you log on to your ISP's network.(These addresses are assigned by the Network Information Center (NIC) and uniquely identify each computer on the network that uses TCP/IP protocol. The IP address is made up of four groups of numbers, each separated by a period, such as 123.432.154.12.) If you disconnect from the Internet after sending your Remote Assistance invitation, you could receive a new IP address when you reconnect that your assistant's computer will be unable to recognize.
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Possible Resolution: On the Invitation Status page, click the invitation you want to resend, and then click Resend. Then follow the instructions to send a Remote Assistance invitation.
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I cannot establish a connection with the assistant.
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Possible Cause: You or your assistant might be on a local area network (LAN) that uses a firewall.
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Possible Resolution: If you have not sent your invitation by using Windows Messenger, try that. If that doesn't work, ask your assistant or administrator to add port 3389 for you.
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