Forum Discussion
Remote assistance with Quick Assist is changing
ps_alisto, Thanks for the warning.
Echoing what Paul said: Best thing about the existing Quick Assist is that it's guaranteed to be on every Windows 10 computer, which means we don't have to walk someone through an installation over the phone, which always carries the risk that they will install an impostor (malicious) app.
When someone is in need a remote assistance, IS NOT the time to be installing new software. What if their problem is a full system volume?
Further, if we were involved with the users PC setup, they are almost certainly logged in as a Standard Local Account, and may not be able to install new apps.
I came here looking for details about how Quick Assist is changing. Have searched high and low. Found only instructions to fetch new from app store. In App Store reviews, I see several experiencing trouble with new App. Why from App Store? Why not with Windows Updates? So far, I'm convinced we will stay with the old version.
Understand the frustration of pushing a user to download the Store app to get a remote assistance app.
The nature of using remote assistance is that one of the parties is stuck and needs help – so it can be frustrating.
There is some underlying functionality, in how we currently have this set up, that needed to be adjusted that led to this.
That being said, this is time sensitive and sometime in mid-May the old version will no longer be usable.
Thanks for the feedback! It is being passed along, rest assured.
Nathan
- well, it was good while it lasted: Introduced with Windows 10. Gone before Windows 11 reaches 25% adoption.
With Quick-Assist, we could deliver remote help to a near complete stranger. Usually someone just referred to us by an other client. To build trust, I usually begin by explaining that Quick-Assist is a Microsoft product, and in fact, it is part of Windows 10, already installed on your PC. Further, Windows even gave you a HotKey (Win+Ctrl+Q) to launch it. This is far more reassuring to security conscious users than "I need you to install something that lets me remotely control your computer".
Microsoft needs to re-think this.
Why can't Windows Update continue to maintain this feature?
Why does the inbuilt Quick-Assist need to be eliminated so quickly? We only just learned of the change less than a month ago.
If Microsoft insists, this will drive many to move back to 3rd party tools. Some will pay for proprietary solutions, making connections proxied through systems hosted by possibly trustworthy organizations (or not). Others will search out free tools, with obvious risks.Having heard old and new may co-exist, and figuring slim to none likelihood of remedy, or even extension of current Quick-Assist support, I just installed the new, twice. Both initially fail, but ultimately working. Hopefully someone finds this useful:
1) a Windows 10 VM that I frequently use for remote support. Mostly generic Windows10, fully updated, but hardly any other software: Result: Fetch and install okay. On first launch, new Quick Assist app hangs for nearly a minute, then fails with unmet dependency: "requires WebView2 runtime".
Am I going to have to walk a user through installing WebView2 runtime as well?
Works after installing the dependency.
2: Windows 11 Pro: As I just installed this OS yesterday, is absolutely a default installation with all Windows Updates applied. It has (1) local user account. Fetch and install from App Store okay (good, no MS Account required). On launch, dialog box with plain blue background and progress circle opens, then a few seconds later, is gone, apparently crashed/closed w/o notice. Launch again, same result. Third try: opens with dialog apparently identical to the prior version, so much so, I thought perhaps I had mistakenly launched the older version. Indeed it is the new.
I was able to share screen between the two.
Re: WebView2: powerful tools, letting Quick-Assist developers make use of all that the WWW has to offer. Seems to me it's likely this change (WebView2) will greatly increase the threat-surface of Quick-Assist. Consistent with the rest of Microsoft Windows philosophy: forcefully include every bleeding toy, widget, app, we didn't ask for, and make it neigh impossible to remove, less you are large enough to buy and manage LTSC. Stated reasons for new version?: none still. (unofficially, I read, now easier to get remote elevation of privileges). We are left to speculate, but probably increased telemetry.