When I have to trouble shoot a computer remotely, I use a program called Teamviewer 7.
It allows me to take over someones computer and get into anything that is on it. Sometimes I have to get a password or permission from them to access a certain systems file but for the most part I can control their computer as if it was mine.
Their desktop will show up on my screen and I can access just about everything. As I am using it, the person on the other end will see everything that I do.
That being said, I wonder just how save something like that is while I am hooked up remotely to them.
Teamviewer 7 is free and you can download it from
HERE.