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Consumer Products => Avast Free Antivirus / Premium Security (legacy Pro Antivirus, Internet Security, Premier) => Topic started by: gillest on February 28, 2012, 11:00:25 PM

Title: Issue with being able to type in fields on helpee system using remote assistance
Post by: gillest on February 28, 2012, 11:00:25 PM

Had a previous topic on this that I thought was resolved but I now have a better understanding of what is happening:

1) If I use remote assistance from my PC (Helper) to another PC  (Helpee) on my home network I can control the helpee with the mouse and I can type in input fields on the helpee machine remotely.

2) If I am going thru my ISP (Videotron in Montreal, Canada) using my PC (helper) to a remote PC on the internet, I can control the helpee with the mouse but cannot type in fields on the helpee machine

Has anyone encountered this also?

Thanks,

GillesT

Title: Re: Issue with being able to type in fields on helpee system using remote assistance
Post by: igor on February 28, 2012, 11:39:04 PM

Any specific fields you're typing into?

Title: Re: Issue with being able to type in fields on helpee system using remote assistance
Post by: gillest on February 28, 2012, 11:45:34 PM

typing the email address and password on the helpee avast connection screen. It worked fine on PC`s on my home network that i accessed remotely but i tried twice now on 2 separe remote PC`s and could not see the typed characters appears.

Title: Re: Issue with being able to type in fields on helpee system using remote assistance
Post by: gillest on February 29, 2012, 12:32:24 PM

anyone?

Title: Re: Issue with being able to type in fields on helpee system using remote assistance
Post by: gillest on February 29, 2012, 07:20:52 PM

can anyone at least confirm that they have tried/used remote assistance thru their ISP and it worked? i.e they were able to type into fields remotely on the helpee system

Thanks

Title: Re: Issue with being able to type in fields on helpee system using remote assistance
Post by: gillest on March 01, 2012, 12:48:24 PM

again anyone used remote assistance yet?

Title: Re: Issue with being able to type in fields on helpee system using remote assistance
Post by: igor on March 01, 2012, 01:14:25 PM

Could you please supply the file aralog.log (in avast! log folder, i.e. on Vista+ in C:\ProgramData\AVAST Software\Avast\log), preferably from both the machines (helper and helpee)?
Thanks.

Title: Re: Issue with being able to type in fields on helpee system using remote assistance
Post by: gillest on March 01, 2012, 03:19:28 PM

cannot upload files as attachment they are too big. please advise

Thanks

Title: Re: Issue with being able to type in fields on helpee system using remote assistance
Post by: DavidR on March 01, 2012, 03:28:27 PM

You might be able to do it in two posts (one attachment each) if an individual file doesn't exceed 200KB.

If they exceed 200KB, then you could use a file sharing site such as Mediafire.com - Upload to http://www.mediafire.com/ and post the sharing link.

Title: Re: Issue with being able to type in fields on helpee system using remote assistance
Post by: igor on March 01, 2012, 03:31:46 PM

It's certainly possible to use ftp://ftp.avast.com/incoming (ftp://ftp.avast.com/incoming)

Title: Re: Issue with being able to type in fields on helpee system using remote assistance
Post by: gillest on March 01, 2012, 03:55:02 PM

uploaded helper_aralog.log and helpee_aralog.log to incoming.

managed to enter data on helpee using wordpad but could not enter data when using messenger and trying to enter password on helpee system remotely. Same thing with trying to use windows live on helpee remotely, I could not enter the TO email address.

Thanks,

Gillest

Title: Re: Issue with being able to type in fields on helpee system using remote assistance
Post by: gillest on March 01, 2012, 11:46:48 PM

Igor,

Did you get the logs? Any insights?

Thanks

Title: Re: Issue with being able to type in fields on helpee system using remote assistance
Post by: igor on March 02, 2012, 12:41:35 PM

The logs don't show anything suspicious, I'm afraid.
Is the user's account on the target machine limited somehow?

In the next program version (not in the one released in a few days, in the following one) there will be various improvement of the remote assistance module, together with better logging - so hopefully it helps. Right now, I don't have any advice, sorry.

Title: Re: Issue with being able to type in fields on helpee system using remote assistance
Post by: gillest on March 02, 2012, 01:03:43 PM

I have tried with 2 different target laptop machines that are not limited in any way to my knowledge (Both have Win 7 64bits Home editions) and they both gave me same issue.

Again, I can make typing in these email & password field work if I control a target on my home network but cannot if i am going out there to remote targets thru my ISP. Typing in wordpad always works.

I can wait for the next version and I am available if you or someone from Avast would like to test it by taking control of one of my system or for me to try to take control of one of yours.

Thanks

Title: Re: Issue with being able to type in fields on helpee system using remote assistance
Post by: repairman on March 05, 2012, 08:07:41 PM

I would just like to add to this thread by saying that i cannot type into remote (thru isp) computers either. I am using W7ultimate trying to assist a W7hp. Mouse works fine but keying in text does not. I look forward to a solution

thanks

Title: Re: Issue with being able to type in fields on helpee system using remote assistance
Post by: Tgell on March 05, 2012, 08:16:31 PM

Can you get it to work if you use the on-screen keyboard (Edit: of the helpee's computer?)

Title: Re: Issue with being able to type in fields on helpee system using remote assistance
Post by: gillest on March 05, 2012, 08:19:11 PM

Sorry, do not understand what you mean by the "on screen keyboard"??

Title: Re: Issue with being able to type in fields on helpee system using remote assistance
Post by: gillest on March 05, 2012, 08:22:08 PM

since I am remote I cannot use the helpee`s keyboard remotely but if someone at the remote location sitting at the heppee`s station types in these fields using the helpee keyboard then it works. That is how I have managed to help the remote folks by having them type into these fields.

Title: Re: Issue with being able to type in fields on helpee system using remote assistance
Post by: Tgell on March 05, 2012, 08:23:17 PM

When you have access to the helpee's computer go to control panel>Ease of access center of the helpee's computer. Then click on start On-screen keyboard. Then try typing using the on-screen keyboard to enter a password in a field. Does that work?

http://www.microsoft.com/enable/products/windows7/

Title: Re: Issue with being able to type in fields on helpee system using remote assistance
Post by: gillest on March 05, 2012, 08:25:40 PM

neat trick! I will try it and report

Thanks,

Title: Re: Issue with being able to type in fields on helpee system using remote assistance
Post by: gillest on March 06, 2012, 11:07:34 PM

Tried using virtual keyboard on helpee but having issues typing with virtual keyboard on win 7 helpee. Characters like the @ sign do not work. Also this is not an option for supporting XP helpee. Seems remote assistance is also very unstable as hit hung and stopped working a couple times using 2 x Win7 x 64 systems (helpee and helper) and high speed internet.

 At this point will have to look for a separate solution for remote assistance of my remote Win7 and XP systems as Avast remote assistance not quite ready for prime time. Was hoping to do it all with Avast but not for now!

Thanks,