Chris, Thank you for your email. Yes, there are ports that need to be opened. Information below:
If you have a router, you will need to port forward TCP connections on ports 46825, 46826, and 46827 to the IP address of the computer being used to conduct the Window-Eyes remote assistance session. If you are asking for help and are unable to do this, use the Alternate Help Request button, which will put responsibility for router configuration on the person offering help - See below. If you are using a firewall, including Windows firewall, you may be prompted to allow the connection at various points during the process. Make sure to allow the connection through your firewall or the connection may be blocked. If the connection is blocked, two computers will not be able to successfully connect to one another. GW Micro creates the connection between the two computers, which is why a password is required, but then GW Micro is no longer involved in the connection after it has been established. At this point, the connection is strictly between the two computers, which helps to ensure a secure environment as well as the most efficient connection. If the person you have asked for help does not use the password within an hour, you will need to generate a new password by following the steps listed above in the asking for help section of this article. Whenever the computer receiving help speaks, both computers will speak using identical voice settings. These voice settings are derived from the computer of the person who asked for help. Although voice settings change, synthesizers will not. So, if one user prefers DecTalk Access32 and the other prefers Eloquence, they will still hear speech in their pre Alternate Help Request If you are unable to connect via the standard Send Help Request button, you may get a dialog indicating a connection error. In this case, you may opt to use the Alternate Help Request button. With the Send Help Request button, the connection flow is from the person offering help toward the person asking for help. However, router configuration or other network issues may disallow this connection. The person asking for help may not have the expertise to solve these issues, which is why the Alternate Help Request button is so valuable. A person asking for help may activate the Alternate Help Request button if a successful connection cannot be made via the Send Help Request button. When the Alternate Help Request button is pressed, the connection flow is from the person asking for help toward the person offering help. This puts the responsibility of router configuration (and any other network issues) on the person offering help enabling the person asking for help to have remote assistance without any additional configuration on their end thus creating a seamless user experience. Information taken from http://www.gwmicro.com/Support/Knowledge_Base/?kbnumber=GWKB2014 Thanks. Brendon Donohue.-----Original Message----- From: Christopher Gilland [mailto:[email protected]] Sent: Saturday, 26 April 2014 10:28 AM To: [email protected] Subject: Question about Remote Access OK, I'm really perplexed. I am running Windows 8.1, WE8.4. I'm trying to offer help to someone running Windows 7, WE8.4. They go to the help menu, remote access, ask for help, then provide me the 8 digit password. I then go to help, offer help, put in my name and the password. I go to ok, but then, it just sits there. I did hit allow when the firewall alert came up. Yes, we both have U A C disabled. Both of us are logged in as the administrator. Basically, it just hangs, and won't connect. We both have routers. Is there any ports that need to be port forwarded for this to work? I looked online at the GW Micro Knowledge Base, but I don't see any information in the article referring to what TCP and UDP ports need to be opened if any. I'm just wonderring if that is the problem, and if not, what the heck might be going on. Thanks for any assistance. Chris. Sent from my Moto X using Aqua Mail Pro If you reply to this message it will be delivered to the original sender only. If your reply would benefit others on the list and your message is related to GW Micro, then please consider sending your message to [email protected] so the entire list will receive it. GW-Info messages are archived at http://www.gwmicro.com/gwinfo. You can manage your list subscription at http://www.gwmicro.com/listserv. If you reply to this message it will be delivered to the original sender only. If your reply would benefit others on the list and your message is related to GW Micro, then please consider sending your message to [email protected] so the entire list will receive it. GW-Info messages are archived at http://www.gwmicro.com/gwinfo. You can manage your list subscription at http://www.gwmicro.com/listserv.
