Why can’t I use remote assistance?

1. When using the monitoring system for the first time, the system will detect whether JRE has been installed according to user’s browser environment. If not, a dialog box will pop up to prompt you to manually download and finish the installation of JRE. You can then reopen the browser and start monitoring. 2. When you use Firefox and proxy server to access Internet and if the proxy server happens to be ISA2000, the Firefox browser will freeze and cannot carry out monitoring. Please download and install JRE 1.5 or use IE browser for monitoring. 3. If the monitoring was successful and now comes the problem of white screen or black screen, please close the remote assistance window and re-click “Remote Assistance”. If the problem cannot be solved, close the browser and try again. 4. When a client configured to high resolution enables Remote Desktop service and in the meantime a user connects to the client through RDP, you may encounter VNC failure if implementing remote assistance through the management tool. Restart VNC service to solve the problem.