Carl Burks is a software developer for a global financial institution. With over ten years experience in technology and software development for financial organizations and over twenty years of software experience, Carl Burks provides articles, musings and insight into technology issues, software development, and other selected topics.

Remote Assistance


Carl Burks

My aunt had purchased a new computer from the recent Prime sale and needed some assistance setting up email. I showed her the web mail option, but she saw the built in Windows mail app and wanted to use that. I started helping her with the built in Mail app but it was getting an error.

After the usual communication break down using just a phone to provide a assistance I decided I wanted to
try the new feature in Windows 10 "Quick Assist" this replaced the old "Remote Assistance" feature. I fired it up and got a token and two seconds later it closed and I got a worthless error message.

After digging into the window logs and looking online I had discovered that my Windows Store cache had been corrupted and after spending several hours trying various solutions I had to delete the account on the machine and re-add it. After that things started working again. Since I some slack time between some of the activities while the computer was working, I searched for alternatives, TeamViewer seemed to be a decent choice and it would work from my Android phone, Linux computer, non-existent Apple devices, and also Windows. I created an account and tested it on my laptop.

After all this I was able to remotely control one computer from my phone and then once I had a new account in windows I was able to get "Quick Assist" to work. It was pretty late by then I sent a Facebook message to my Aunt, and in the morning she told me she was okay with the web mail. Even though I didn't needed it this time I think I'm going to keep TeamViewer in my toolkit for helping my friends and family with the incidental tech support.