"Are you in Windows?"One piece of software that has made this so much easier to deal with is CrossLoop. At work, we use Dameware, which has a lot more functionality, but it's not free and not as idiot-proof to install when not on a network. With CrossLoop, I just send the person an email (which, granted, requires they have internet access and know how to use email) with screen-shots of the steps to go through get set up. It's pretty quick, easy, and painless.
"I'm in the basement."
"What do you see?"
"The couch your aunt gave us and a dog toy."
"No, what do you see on the desktop?"
"Coffee rings and a Readers' Digest from 1987."
One criticism I have is the colour of their "Share" tab. It's grey. So, on a couple of occassions, I've had this conversation:
"Ok, and did you click the 'Share' tab?"But, that's a small price to pay in the quest for easier remote troubleshooting. Anyone know of any other useful software like CrossLoop?
"It's greyed out."
"No, it's just grey. Click on it, please."