How to Remotely Troubleshoot Your Relative’s Computer

Being tech-savvy is a gift and a curse. When you know how to fix computers, you become “the computer person” for everyone you know. However, you can’t always troubleshoot in person. For these instances, you can use free video conferencing software, or you can turn to the many tools Microsoft and Apple have built right into their operating systems.

If you are working Windows to Windows or macOS to macOS, providing remote tech support is very simple, and you won’t need to install any extra software. Helping someone on a different platform gets a bit trickier, but we can point you to the right tools for the job.


For Windows to Windows Connections

If you are both running Windows, there are multiple built-in tools to try. Depending on what version of the operating system you both are on, one option may make more sense than another. Otherwise, it simply comes down to what is easiest for your situation.

Quick Assist: For Windows 10 and 11

quick assist

Quick Assist is a remote access tool that works with Windows 10 and Windows 11. To use it, open the Start menu and search for Quick Assist, or launch the app from the Windows Accessories folder in the Start menu. The window that appears allows users to both give and receive help.

Since you are the one giving the help, click the Help someone button, then sign in with your Microsoft account. Note that, while you need a Microsoft account to help, your friend or relative does not. You will then be given a six-digit code that will expire in 10 minutes

security code

You will then need to share this code with the person you are trying to help. It can be copy and pasted to them, or you can tell them over the phone. Have them launch Quick Assist, and under the Get help section, enter the six-digit code you give them from your screen.

If you need help, click the Give instructions link on your end to produce step-by-step instructions that can then be relayed to your client. Once the code has been entered on their end, they will be prompted to give you permission to access their screen.

give assistance

Once the connection is made, you will be able to use their computer as if you were sitting in front of it. You can even use the Remote Reboot option to reboot their computer and automatically re-initiate the Quick Assist connection. After all, half of computer problems are fixed by turning it off and on again.

Windows Remote Assistance: For Windows 7, 8, and 10

remote assistance

If your friend or family member is still using Windows 7, 8, or 10—and you still have access to Windows 10—you will need to use the older Remote Assistance tool. The tool is similar to Quick Assist, but it is far clunkier to use.

In order to set this up, they can search “invite” in Windows and choose the option called Invite Someone to Connect to Your PC. Otherwise, they need to open Control Panel and search from there.

They will then need to send you a file over email that initiates the connection, then tell you the password that appears so you can access their machine. They may also be able to select Easy Connect, which only requires them giving you a password, but it might be grayed out in certain circumstances.

Remote Desktop Connection: For Windows 10, 11 Pro and Enterprise

remote desktop connection

Another tool, known as Remote Desktop Connection, will allow you to gain remote access to the other person’s computer and use it as if you were right there in front of the monitor yourself. To make this work, you must first enable the feature on their computer under Settings > System > Remote Desktop and allow for external connections.

Once this is set up, you can open the Remote Desktop Connection tool from the Windows Start menu. Enter the name or IP address of the remote PC, then enter the credentials and click Connect. For more on using RDC to connect with computer outside your home, check out our guide.


For Mac to Mac Connections

If you are both Mac users, there are built-in options inside Messages and FaceTime that will allow you to share screens. If the other Mac is under your account, Apple’s built-in VNC client—which can come in handy for online learning—can help you remote into the computer.

Screen Share in Messages

apple messages

Mac users can provide remote help using the Messages app. This feature launched in OS X 10.10 Mavericks, so anyone with a relatively recent, up-to-date Mac should be able to take advantage. You will both need to be signed in to Messages with your Apple ID as well.

Open the Messages app on your Mac and select the conversation with the friend or relative you want to help; if it doesn’t exist, start a new conversation. Your conversation should have the blue bubbles, indicating that you are both using iMessage. Click the i button in the upper right-hand corner of the window, then click Share

From here, you can ask the other person to share their screen with you. (If you run into problems, they can also go to this menu and invite you to view their screen.) On older versions of macOS, you can right-click on the conversation and choose Ask to Share Screen as well.

They will receive a pop-up asking for permission to share their screen with you. Make sure they have the Control My Screen option selected and click Accept. From there, you can control their computer and walk them through whatever problem they are having.

SharePlay in FaceTime

shareplay on mac

You can also have the other person share their screen over a FaceTime call. In order to accomplish this, you will both need the SharePlay feature that comes with macOS Monterey or later. SharePlay is meant to allows users to share content from specific apps across screens, but it can also be used for tech support.

Before you start using the feature, make sure it has been enabled in FaceTime’s settings. Open the app and go to FaceTime > Preferences, then click the SharePlay tab and check the box next to SharePlay, if has not already been selected. 

To use SharePlay, one of you must initiate a FaceTime call. Make sure the other person is calling in from their Mac. From the call, have them click FaceTime in the top menu bar, then click Screen Share and choose Share the whole screen. This will allow you to merely see the entire screen without the ability to control anything.

Apple’s VNC Client

vnc cleint

Apple has its own remote access software built into the OS, which you can use to remote into a Mac you already own and manage. Both computers must be connected to the same wireless network, so the use case here is somewhat limited.

In order to set this up, you need to add yourself as a user on the computer in question, then enable screen sharing and give your account access. From your computer, you must then use the VNC client to connect to their Mac and ask for permission to view their display.

This feature can also be used to discretely drop in on your child’s screen activity, if that is something you want. For more detailed instructions on how to use Apple’s VNC client, check out our guide.


For Cross-Platform Connections

Unfortunately, none of the above options allow you to share screens across operating systems. If one of you has a Windows PC and the other and macOS computers, you need a third-party tool to make the connection. Thankfully, some of the software you may already own can help here.

Remote Access Via Video Conferencing Software

zoom

If you have a favorite video conferencing app, chances are it offers some screen sharing functionality. However, Zoom actually allows you to give and request control of the screen using the Remote Control option.

To request control, click the View Options drop-down menu while in a call and select Request Remote Control. The meeting host can then grant you control. You can also give control while screen sharing. Click the Remote Control option and choose the user.

You can do the same in Microsoft Teams. Take control of someone’s screen by clicking Request control while they are sharing their screen. If you are sharing the screen, select Give control in the sharing toolbar and select the person in order to share control with them.

Chrome Remote Desktop

share screen

If you absolutely need to control someone else’s screen, your best bet is Chrome Remote Desktop. To use Chrome Remote Desktop, you must both launch Google Chrome and head to the Remote Desktop site, then click Share My Screen (yes, even though you aren’t sharing your screen).

Next, the other person will have to click the blue download arrow under Share This Screen to download a small helper app they will need to install on their PC. Once it installs successfully, they should click the Generate Code button that will appear on their screen-sharing page to produce a 12-digit access code

enter code

On your PC, type in that code under the Connect to Another Computer section on the Remote Desktop site. The other person will then need to grant you permission, after which you can control their computer and help them solve their problem. Once you get through the initial setup process, future remote sessions should be much easier to initiate.


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