Windows 10: Remote assistance issues

Hello, we have a weird remote assistance issue. When a user asks for help, they send the invitation and the password to the admin helper, but it only works inside the network. For example it works between a user in UK office and a user in Spain office but not when one or both the parties is at home. It used to work for users working from home but suddenly stopped.Firewall rules are not the issue, everything is open domain, private, public, all laptops allow remote invitations, Registry Allowfullcontrol and allowtogethelp is set to 1, group policy allows remote assistance, wifi network in the

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Remote Assistance

Hi Darlene,

We appreciate you for being a part of Windows 10.

Before proceeding, we need more information to help you better.

• 
  Are the computers connected to domain?
  
• 
  Which edition of Windows 10 is installed in your computer?
  

Reference: Meanwhile you may follow the suggestions in the below article and check if it helps. With Remote Desktop Connection, you can sit at a PC and connect to another PC in a different location (the remote
PC).

How to use Remote Desktop - Microsoft Support

Note: You may open the Start menu and click on search bar to access search bar. Except the search bar option, everything will work in Windows 10 as suggested in the above article. You may not access some of
the computers if they are connected to domain. If you can see the sign-in screen of the remote PC but you can't sign in, you might not have been added to the Remote Desktop Users Group or to any group with administrator rights on the remote
PC. Ask your system admin to do this for you.

If the computers are connected to domain, you may post your query in Microsoft TechNet forum. We have a dedicated team with advanced tools and permissions to help you with this type of issues. I suggest you to post the same
query in Microsoft TechNet forum for further assistance with this issue.

Technet forums

Kindly let us know if you need any further assistance with the issue. We are glad to assist you.

Thank you.

 

Can anyone suggest a remote assistance program for personal use?

Why not use Windows built-in remote assistance?
Enable or Disable Remote Assistance Connections in Windows

 

Quick Assist, Remote Assist and Remote Desktop and RemoteApp

Here's an answer I got from a Microsoft MVP (this is not microsoft staff but instead a microsoft certification program)