It is common for the support team in organizations to use Skype or Teams chat and help users. If access to the user’s system is required, then the support team can use Remote Desktop Connection to browse through user’s system and troubleshoot the problem. Microsoft taken this remote desktop connection to next level with the help of Quick Assist app introduced in Windows 10. Now, you can help any other Windows user or get help from anyone you know by connecting through Quick Assist. This article explains how you can remotely connect to another Windows computer either for helping or asking help.
Helping and Getting Help with Quick Assist
Whether you help other or getting help from other, the process remains same as it needs both persons to be connected through Quick Assist app. Only the role will be different depending on you help other or get help from other. For better understanding, I use the terms owner (who has problem) and helper (who assists in troubleshooting) in this article.
1. Owner Contacts Helper for Troubleshooting
Whenever there is a problem owner contacts the helping assistant through email call or chat conversation and asking for assistance.
2. Helper Generates Security Code in Quick Assist
Generating a 6 digit remote access code is the next step in connecting through Quick Assist app. Open Quick Assist app using Windows Search.
When the app opens click “Help someone” button.
If this is the first time you use the app, login with your Microsoft account. Next time onwards, the app will automatically login to your account previously used. You can also switch the account anytime if required.
Quick Assist will generate a 6 digit security code as shown below.
Click the “Copy code” link and paste it in the reply email to owner or send it in a messaging app. If required, click the “Give instructions” link to copy the steps and send the connection instructions to the owner.
The security code is valid only for 10 minutes, the owner should enter the code and establish the connection before this time. Otherwise, the code will expire and you should generate a new code for remote connection.
3. Owner Enters Code and Grant Access
Owner opens Quick Assist app, type the security code in “Security code from assistant” box and click “Submit” button.
This will trigger the remote desktop connection and Quick Assist will ask you to “Allow screen sharing”. Click “Allow” button to start screen sharing session with the helper.
Once the screen sharing is started, click the “Chat” icon and start the conversation.
4. Send Remote Access Request and Allow
At this point, helper only can see the screen and chat conversation but can’t respond or access the owner’s system. Click “Request Control” button to send an access request to owner.
Owner needs to click on “Allow” button which will allow helper to remotely access owner’s system.
After that, helper can type in the chat box on how to fix the problem.
5. Quick Assist Controls for Helper
Helper screen will have lot of options to assist the owner.
- Request / Stop Control – request or stop remote access.
- Laser Pointer – use laser pointer on the screen to present or explain.
- Annotation – use the pen to draw or write on the screen. You do not need to get remote access for using laser pointer and annotation. These two tools can be used after establishing the screen sharing session.
- Chat – click chat icon to move the conversation to side of the screen to have a clear view of the owner’s desktop.
- Select Screen – use this option to select the monitor that you want to view from owner’s desktop when multiple monitors are connected.
- Fit to Screen / Actual Size – change the screen sharing window size.
- Reconnect – this icon will be activated after disconnecting the remote session. In case if the connection is dropped in-between, click on it to reconnect without regenerating security code.
- Restart & reconnect – you use this restart the screen sharing session and remotely reconnect again.
- Pause – pause the connection temporarily and you can resume it later.
- Task Manager – click this icon to open Task Manager on owner’s computer and check system usage and running processes. This is a handy option as opening Task Manager is the basic action needed for troubleshooting most problems.
- Leave – close and quit the session.
Owner does not have many options in Quick Assist other than chat, pause and leave.
6. Closing Quick Assist Connection
As mentioned, if the connection is dropped off, helper can click on the “Reconnect” icon to automatically resume the session. If the troubleshooting is finished, either owner or helper can click on “Leave” button and close the session without any warning prompt.
Alternatively, clicking on the chat box will show a warning that the app will be closed. Click “Close App” to finish the session.
FAQ on Using Quick Assist App
Make sure you are not using VPN or proxy when using Quick Assist app. Also, make sure you have stable internet connection before trying to generate the code.
The generated security code is valid for 10 minutes. Therefore, first make sure the person is available over email or chat before generating the code.
Helping assistant can’t initiate the task and the owner user needs to start the conversation by clicking on the chat icon.
Helping assistant can’t type in the box without getting remote access control. Click “Request Control” button and the owner needs to allow the connection so that helper can type in the chat box.
Quick Assist works through internet and you can remotely connect between any two computers after authorizing with a security code.
Quick Assist app comes preinstalled on Windows 11 22H2 version onwards. If the app it not preinstalled in your system, go to Microsoft Store to download and install it.
The screen sharing session will show all the apps and you do not have option to shoe or hide specific app window.
It is safe to get help from the people you know. Since the screen sharing session will provide administrator access to the helping assistant, you should not use Quick Assist app to chat with unknown person.