Knowledge Base » [639091] How can I provide remote support to a guest on Windows 7 or Vista?

Windows Vista or Windows 7 guest users may experience problems with remote control functionality when on Internet Explorer 7 or 8. It is caused by the web browser's Protected Mode and there are several approaches to deal with the issue.

The guest can either download the latest Java, disable Protected Mode, run as administrator, or use a different browser such as Firefox or Google Chrome. See full instructions for each approach below.

1. Go to http://www.java.com.
   
2. Click Free Java Download.
   
3. Follow the instructions provided on that page.
   

1. On Internet Explorer, go to Tools and select Internet Options.
   
2. Go to the Security tab and un-check Enable Protected Mode.
   
3. Restart Internet Explorer.

1. Close all browser windows.
   
2. Right-click Internet Explorer and select Run as administrator.
   
3. Click Continue.
   
   NOTE: Due to increased security, you may lose remote control of your guest if they are using Vista or Window 7 when they are prompted by User Account Controls.

1. Download the Firefox browser on the Guest PC.
   
2. Have the Guest open Firefox and join the meeting with Firefox.
   
   NOTE: The Firefox browser can be downloaded here.

1. Download the Google Chrome browser on the Guest PC.
   
2. Have the Guest open Google Chrome and join the meeting with Google Chrome.
   
   NOTE: The Google Chrome browser can be downloaded here.