Patent Document

BACKGROUND 
       [0001]    Computer users, particularly users without much technical expertise, often have configuration problems or usage questions that are difficult for a support professional or even just a friend or family member to diagnose and fix over the phone. Remote assistance provided over a network or Internet connection is an effective way for users to get the help they need and makes it easier and less costly for corporate helpdesks to assist their users. After receiving a request for remote assistance, the helper (e.g., helpdesk expert) can remotely connect to the problem computer, view its desktop screens, and temporarily take control of the computer by sending keyboard and mouse commands over the network connection. 
         [0002]    Remote assistance has proven to be difficult to provide in the case where a remote user (i.e., the “helpee”) is behind a NAT (network address translator) firewall and the helper is inside a corporate network which is protected by an edge or perimeter type firewall. NAT firewalls are commonly used in small and/or home networks to remap IP (Internet Protocol) addresses of computers in the small network to a single IP address that is typically provided by an Internet gateway using a cable or DSL (digital subscriber line) connection, for example. The perimeter firewall is typically utilized to monitor traffic between the internal corporate network and a public network/Internet by inspecting incoming traffic for malware (i.e., malicious software such as viruses, trojan horses, rootkits, spyware, etc.). In addition, remote assistance may be difficult to implement when the helpee is inside a corporate network behind a firewall, and the helper is inside a different corporate network and also behind a firewall. 
         [0003]    Current solutions to these problems include using an intermediary, such as a node on the Internet, where the helper and helpee meet to make a connection. While satisfactory in some situations, the Internet node is insecure, and typically requires the deployment of additional resources and often imposes scalability limitations due to the availability of such nodes. An alternative to the intermediary is for network administrators to open new incoming ports (in the case of the perimeter firewall) or map an incoming port to a specific computer in the network (in the case of the NAT firewall). However, network administrators are often hesitant to open or map ports since such actions are inherently insecure, and can result in significant risks to the security of the network or enterprise, which defeats the intended purpose of the firewalls. 
         [0004]    This Background is provided to introduce a brief context for the Summary and Detailed Description that follow. This Background is not intended to be an aid in determining the scope of the claimed subject matter nor be viewed as limiting the claimed subject matter to implementations that solve any or all of the disadvantages or problems presented above. 
       SUMMARY 
       [0005]    A secure remote assistance session between computers that are behind firewalls and/or NAT devices is provided by an arrangement that uses a terminal services (“TS”) gateway to enable utilization of a remote desktop protocol (“RDP”) connection by a terminal services client in a reverse direction to that used in a conventional terminal services session. The connection is made via a regular TS gateway protocol mechanism by which the TS client behind a firewall establishes a connection to the remote server that is typically behind a firewall which protects a corporate network. The server then functions as the terminal services client to tunnel RDP data using the established TS gateway connection through the NAT firewall to a client. Thus, the server and client reverse roles after the TS gateway connection is made. In these reversed roles, the server (i.e., the original client) sends control messages to the client. The server receives rendering data from the client (i.e., the original server) to thereby enable remote viewing of the graphical user interface that is displayed by the client in support of the remote assistance session. 
         [0006]    In various illustrative examples, a helpdesk behind a corporate network firewall provides remote assistance to a remote client (e.g., a home user) that is behind a NAT firewall that is used for Internet access. In one illustrative example, the remote client accesses a web link provided by the TS gateway which, when activated, establishes an RPC/HTTPS (Remote Procedure Calls using Hypertext Transfer Protocol with SSL (Secure Socket Layer)) connection between a plug-in module exposed by the TS gateway and a COM-type (Common Object Model) component such as ActiveX on the remote client. In another illustrative example, a remote port from the client is forwarded to the TS gateway. In both illustrative examples, the connection functions with the TS gateway just like a regular connection that is initiated by the remote client (through the ActiveX component) to a helpdesk server inside the corporate network that is running a terminal services client. The helpdesk server runs a remote assistance application to load a terminal services client to tunnel RDP display data through the NAT firewall using the established TS gateway connection to the remote client. This creates an end-to-end connection over which RDP data including graphical rendering data and commands may be streamed between the helpdesk and remote client during the remote assistance session. 
         [0007]    This Summary is provided to introduce a selection of concepts in a simplified form that are further described below in the Detailed Description. This Summary is not intended to identify key features or essential features of the claimed subject matter, nor is it intended to be used as an aid in determining the scope of the claimed subject matter. 
     
    
     
       DESCRIPTION OF THE DRAWINGS 
         [0008]      FIG. 1  shows an illustrative environment in which remote assistance is provided from a helper to a helpee; 
           [0009]      FIG. 2  shows an illustrative architecture in which a remote client behind an NAT firewall accesses a terminal server inside a corporate network by using a terminal service gateway to support a terminal services session; 
           [0010]      FIG. 3  shows details of the illustrative architecture shown in  FIG. 2 ; 
           [0011]      FIG. 4  shows an illustrative arrangement using a terminal services gateway to support remote assistance in which the RDP flow reverses and a helpdesk server performs as the terminal services client and the remote client performs as the terminal services server; and 
           [0012]      FIG. 5  is a flowchart of an illustrative method for enabling secure remote assistance between computers using a terminal services gateway. 
       
    
    
       [0013]    Like reference numerals indicate like elements in the drawings. 
       DETAILED DESCRIPTION 
       [0014]      FIG. 1  shows an illustrative remote assistance environment  100  in which remote assistance is provided from a server called the helper  105  to a helpee  108  at a client. Illustrative environment  100  is described below in order to provide context for the present arrangement for enabling secure remote assistance between computers. A typical remote assistance scenario entails a user at the remote client requiring assistance from a helpdesk server that is part of a corporate network. Accordingly, the remote client as the helpee  108  initiates a request for remote assistance using, for example, an instant web messaging service or email. The helper  105 , such as an expert at the helpdesk, makes a connection to the helpee  108  to thereby conduct a remote assistance session and render the requested assistance to the user at the remote client. 
         [0015]    The helper  105  and helpee  108  are typically in communication over a network  118  which can be arranged as a local area network, or arranged as a wide area network which may use portions of a public network such as the Internet. In environment  100 , helper  105  and helpee  108  communicate over network  118  using a terminal services session, which in this illustrative example uses a remote desktop protocol (“RDP”) that typically operates over a TCP/IP (Transmission Control Protocol/Internet Protocol) connection between the helper  105  and helpee  108 . 
         [0016]    Remote assistance typically follows a procedure in which, responsively to an assistance request from the helpee  108 , the helper initiates a connection using authentication data that is exchanged out-of-band. Once the helpee  108  accepts the connection, it utilizes a functionality in which the helper  105  is enabled with an ability to view the screen (i.e., the graphics that are normally displayed on a monitor  121  or display device that is coupled to the helpee  108 ) by virtue of rendering data  126  that is streamed over RDP on network  118  to the helper  105 . 
         [0017]    The helper  105  may also temporarily take control of the helpee  108  by which keyboard events  132  and mouse events  136  are sent as control messages over RDP from the helper  105  to help the helpee  108 . A helpdesk expert at helper  105  may thus interact with the computer supporting the helpee  108  as if the helpdesk expert were seated in front of the client helpee  108 . 
         [0018]    In the remote assistance environment  100  shown in  FIG. 1 , the graphical RDP rendering data flows from the remote client (i.e., the helpee  108 ) to the helpdesk server (i.e., helper  105 ), while the RDP controls message (i.e., the keyboard and mouse events  132  and  136 ) flow from the server helper  105  to the remote client helpee  108 , during a remote assistance session. 
         [0019]      FIG. 2  shows an illustrative terminal service architecture  200  in which a remote client  205  behind an NAT (network address translator) firewall  210  accesses, using a terminal service (“TS”) gateway  216 , a terminal server  225  that is located inside an enterprise or corporate network  231  to thereby initiate a terminal services session. Client  205  is considered remote as it is outside the corporate network  231  and accesses the corporate network  231  via an external network  240 . In most applications of the present arrangement for enabling secure remote assistance, external network  240  is arranged at least in part using a public network such as the Internet. In alternative arrangements, external network  240  may be arranged as a virtual private network (“VPN”). However, the TS gateway  216  is normally configured to enable authorized remote clients to connect to terminal servers inside the corporate network  231  from any Internet-connected device running a terminal services client (which is also referred to as a remote desktop client). As shown in  FIG. 2 , the TS gateway  216  is co-located with a firewall  242  that monitors incoming traffic to the corporate network  231  from the external network  240 . 
         [0020]    In a typical terminal services environment, an application runs entirely on the terminal server  225 . The remote client  205  performs no local execution of application software. The server transmits the graphical user interface to the client. The client transmits the user&#39;s input back to the server. Accordingly, as shown in  FIG. 2 , the remote client  205  generates keyboard events  244  and mouse events  245  that are redirected from the remote client  205  to the terminal server  225  over a network connection, as indicated by reference numeral  249 , to the corporate network  231 . The terminal server  225  utilizes its own virtual keyboard and mouse driver to receive and interpret these keyboard and mouse events. 
         [0021]    At the terminal server  225 , an RDP video driver renders display output  255  by constructing rendering information into network packets using the RDP protocol and sending them over the network  249  to the remote client  205 . The display protocol is typically encrypted, generally in a bi-directional manner, although in some cases only data from the remote client  205  to the terminal server  225  is encrypted. Such encryption is utilized to prevent discovery of user&#39;s passwords and other sensitive information by “sniffing” the wire. 
         [0022]    At the remote client  205 , rendering data  255  is interpreted into corresponding GDI API (Graphics Device Interface Application Programming Interface) calls to thereby show graphical screens and a user interface on a coupled display device or monitor. Thus, as shown in  FIG. 2 , RDP control messages flow from the remote client  205  to the terminal server  225  and RDP graphical rendering data flows from the terminal server  225  to the client  205  during a terminal services session. This is opposite to the data flow used in the remote assistance scenario as shown in  FIG. 1  and described in the accompanying text. 
         [0023]      FIG. 3  shows details of the architecture  200  shown in  FIG. 2 . In this illustrative example, the TS gateway  216  uses RDP tunneled through RPC/HTTPS (Remote Procedure Calls using Hypertext Transfer Protocol with SSL (Secure Socket Layer) encryption for security) connection (i.e., “pipe”) as indicated by reference numeral  306  to form a secure, encrypted connection between the remote client  205  and the terminal server  225  on which one or more productivity applications  305 - 1 ,  2  . . . N are resident even, as in this case, when the remote client is behind an NAT firewall  210 . Accordingly, the TS gateway  216  typically eliminates the need to configure VPN connections, enabling remote clients to connect to corporate network  231  through the Internet, while providing a comprehensive security configuration model that enables administrators to control access to specific resources on the network. It is emphasized that RPC/HTTPS provides one possible method of connecting the remote client  205  to the TS gateway  216 . In alternative implementations, other connection methods or protocols may be used as the TS gateway is typically configured using a pluggable transport mechanism. Thus, for example, the RPC/HTTPS connection could be replaced with a tunnel provided using SSTP (Secure Socket Tunneling Protocol) or other protocols without negatively affecting the capability for providing secure remote assistance as described herein. 
         [0024]    A terminal services client  310 , which is typically embodied as an executable file on the remote client  205 , uses the RPC/HTTPS pipe  306  to make an RDP connection  316  to the terminal server  225  to thereby establish a connection which supports a terminal services session. 
         [0025]      FIG. 4  shows an illustrative arrangement  400  using a TS gateway  416  to support remote assistance in which the RDP flow reverses and a helpdesk server  422  performs as the terminal services client and a remote client  429  performs as the terminal services server. Here, the help desk server  422  generates keyboard events  437  and mouse events  440  responsively to input from a user (e.g., a helpdesk expert) which are sent in an RDP stream over an RPC/HTTPS pipe as indicated by reference numeral  450 . The remote client  429  is arranged to stream graphical RDP rendering data  452  to the help desk server  422  on the RPC/HTTPS pipe  450 . 
         [0026]    As with the illustrative examples shown in  FIGS. 2 and 3 , the remote client  429  in arrangement  400  is located behind an NAT firewall  455  and communicates to the helpdesk server  422  in a corporate network  453  through an external network  460 . 
         [0027]    Arrangement  400  is described using a flowchart of an illustrative method that is shown in  FIG. 5 . The method starts at block  505 . At block  511 , a user at the remote client  429  determines that assistance is needed and requests to help from a helpdesk that is located behind a corporate network firewall (e.g., the firewall  242  in  FIG. 2 ). At block  515 , the helpdesk personnel determine that a remote assistance session would be desirable in order to resolve the remote user&#39;s problem. 
         [0028]    At block  520 , the helpdesk personnel provide a special web link  465  on the TS gateway  416 . When the remote user clicks on the link, as indicated by block  523 , a COM-based component such as ActiveX component  467  establishes an RPC/HTTPS connection with a plug-in module  472  that is installed on the TS gateway  416 . The ActiveX component  467  is optionally downloadable by the remote client  429  from the TS gateway  416  or another source. 
         [0029]    The plug-in module  472  is arranged for communicating to the Helpdesk server  422  hosting the remote assistance application/terminal services client  432 . In one illustrative implementation, this includes listening on a pre-determined port, called the “remoted port” on the TS gateway  416 . A connection request to this port or to the remote application/terminal services client  432  in an alternative implementation invokes a notification from the plug-in module  472  to the ActiveX component  467  to start establishing an RDP session and stream RDP data from the ActiveX component  467  to the RA application/TS client  432 . As indicated at block  528 , this connection appears to the TS gateway  416  as a regular TS gateway connection. In the case of the forwarded remote port, the connection appears to the TS gateway  416  as a remote port forwarded from the remote client  429  (i.e., TCP port number 3389). 
         [0030]    At block  531 , the helpdesk server  422  runs a remote assistance process which loads a terminal services client  432  and communicates with the TS gateway plug-in module  472  to thereby tunnel data through to the remote client&#39;s desktop. The established TS gateway connection between the plug-in module  472  and the ActiveX component  467  is used to support the remote assistance session, as indicated by block  535  in  FIG. 5 . That is, upon successful establishment of a terminal services session between the remote client  429  and the helpdesk server  422  using the TS gateway  416 , their usual respective roles are reversed for the remote assistance session. The remote client  429  sends graphical RDP rendering data to the helpdesk server  422  to enable the helpdesk expert to see the problem at the remote client  429 . In addition, RDP control messages (i.e., keyboard and mouse events) are sent from the helpdesk server  422  to temporarily control the remote client  429  during the remote assistance session. The illustrative method ends at block  550 . 
         [0031]    Although the subject matter has been described in language specific to structural features and/or methodological acts, it is to be understood that the subject matter defined in the appended claims is not necessarily limited to the specific features or acts described above. Rather, the specific features and acts described above are disclosed as example forms of implementing the claims.

Technology Category: 5