Scenario: We have seen it a thousand times before both as a user and as a tech. You want to assist (or be assisted) through the use of Remote Control (Screen Sharing) software. You go through the process of installing a remote control server application like OSXvnc and trying to configure it, only to find out that the user is behind a Linksys (or other brand) firewall that must also be configured for port forwarding. Of course, the firewall on the Mac is turned on as well and what should be a 30 second fix if you can just take control of the system takes 30+ minutes or eventually becomes impossible when the user or tech gets frustred at the 100 hurdles they have to jump through to do what should be very simple.

Solution: With Help.app, we simplify the entire process by using a simple "Start Screen Sharing" button. Within a matter of seconds of clicking on one-button, Help.app takes care of starting and configuring OSXvnc (VNC Server), bypassing most firewall and home internet router configurations by using SSH-Tunnel to a macosx.com port forwarding server and assigns you a port and password automatically. Once connected, the user provides the tech with the port and password for macosx.com's remote access server and what should take 30 seconds to fix, indeed takes only 30 seconds to fix.

Security: We are told time and time to not give out IP or other information to people we don't know. While getting help from a friend or family member might allow you to ignore such advice, giving someone remote control access to your computer you don't know may not give you the warm and fuzzies. With Help.app, we carefully considered the security side of things.

a) When remote control sharing is turned on, we disable the ability of people on local networks or even the internet (if your are not behind a firewall) from being able to attempt connections to access remote control directly to your computer.

b) By using SSH tunnel to one of our servers, your IP address and local port information is hidden behind our own Remote Control proxy server. This means, that in order for a tech to connect to your computer, you only provide them with the IP address, port and password we provide you, not your own IP address or port information.

c) Port and Passwords are dynamically selected at the time your connection is established. If you stop and restart sharing, it all changes again, so the information you provide a tech is only good as long as that session remains active.

d) With remote screen sharing, you can watch what the tech is doing at all times on your screen. You see what they see. If at any time you feel uncomfortable simply stop sharing using the "Stop Screen Sharing" button. Worst case, reboot your computer for peace of mind. Once that session is disabled, it will no longer be active or tied to you.

Compatibility: By using VNC remote control, anyone on most computing platforms like Windows and Linux can connect and support you, even non-Mac users that are still Mac savvy to provide you the support you need. VNC viewers (applications that allow techs to control your computer) are freely available on the Internet.

SYSTEM PROFILE SHARING

Scenario: You need help with your system or application. A tech replies asking for more details about your system. What is the exact build of Mac OS X that you are using? What type of DVD burner do you have? Which Mac model do you have? That USB printer, is it a Epson or HP? Do you have Bluetooth installed?

Solution: With Help.app you can generate, edit and share your system configuration at varying level of details with others. Using Apple's own built-in System Profiler application, Help.app generates detailed system information that can then be published to macosx.com servers. You can share your profile with just the tech of Macosx.com that is helping you or you can make it public and share your configuration with anyone on any site with a simple static http address from macosx.com. If you have more than one Macintosh, you can run the application on each system and publish all those systems under the same username.

FINDING SOMEONE TO HELP YOU

Scenario: You have searched high and low on the Internet for a solution or you don't know where to begin or what to search for.

Solution: With Help.app you can fill out a support question and submit it to macosx.com's free tech support service. Hundreds of volunteers have gathered together to assist with questions like yours. In addition to asking for help, you can monitor your request's status through Help.app which acts as a gateway to the Help area of macosx.com. The actual response and interaction still requires a quick visit to the website via a Internet browser.