RE: Help and Support - Windows 2000 Upgrade to XP

Hey Tom, thanks for the extra steps...I will post my responses with your
questions:

"1. Please use the problematic upgraded XP SP2 machine to initiate a Remote
Assistance - as a Solicited Remote Assistance. When you use "Offer Remote
Assistance" to logon the remote computer is similar with a Solicited Remote
Assistance. So this test can help us make sure whether the entire Remote
Assistance system is corrupted in the problematic workstation. For more
information about how to Sending a Remote Assistance Invitation, you may
refer to the KB300546 as I mentioned in last reply."

-ANSWER- I had to change my policy to allow users Solicite requests for
assistance. The settings are as follows
...... Permit remote control of this computer: Allow helpers to remotely
control the computer
...... Maximum ticket time (value): 10
...... Maximum ticket time (units): Minutes
...... Method for sending e-mail invitations: Mailto

After I log on to the machine and start remote assistance (Start -->
Programs --> Remote Assistance) I can click the link to Invite Someone, I get
a message about Remote Assistanc eand Firewall Settings related to
email...but then I get the next screen that shows me the two methods, one
being the Microsoft Messanger and the other being Outlook Express. At that
point, I can not continue since neither option is available for users.
Outlook Express is not configured and neither is the Messanger.

"2. When the left pan reports "Waiting for an answer", what is the user name
attempts to logon the remote computer and force the logged on user to log
off? Is it HelpAssistant?"

-ANSWER- Once the left pane reports "Waiting for an answer" nothing takes
place on the remote machine, but rather at the "helper" machine I get the
legal notification box as part of our domain policy "Do not attempt..." blah
blah blah...after clicking OK, I get a standard Windows Logon Dialog Box.
The box is blank and only reports the domain in which the machine is attached
to. From there if I enter my administrator account (who is defined in the
list of permitted users) in the GPO, the logon process begins to take place.
After a few seconds, another dialog box pops up, and tells me that USERxyz is
currently logged on, continuing will log them off and they will lose any
unsaved data (not word for word but I think you understand). So at that
point I have to click no.

"3. Is there any difference between the upgraded XP SP2 computers and OEM XP
SP2? Such as hardware, software, especially security software including
anti-virus or firewall software."

-ANSWER- All of the upgraded machines are HP machines, the OEM machines are
also HP, but just newer. The software is basically the core which is yours,
and a few other programs that both machines have. Functionally speaking the
machines all work the same, the software all runs as expected. As far as
Anti-Virus, all of my machines run the same eTrust software, and the Firewall
is yours. I enforce many specific settings for all machines related to
Windows Firewall. The GPResults show that the machines in question are in
fact accepting and applying the GPO, as I also saw with allowing the remote
assistance change in question #1.

"4. Please also let me know what OS you use to Offer Remote Assistance? Is
it a XP SP2 or 2003 Server?"

-ANSWER- The remote assistance is XP SP2 to XP SP2.

"5. Please let me know the upgrade process. For example, it was Windows 2000
Professional SP4, and upgraded to XP with SP1, and then installed XP SP2
later."

-ANSWER- All of the upgraded machines thus far have been Windows 2000
Machines with ALL of the latest patches including the latest SP Rollup
package, that was the starting point. My steps were to run the core XP
install with SP1, after the install, I installed SP2 from my TechNet Disks,
then I perform the Microsoft Update (not the windows update).



RELATED TO THIS:
> Since this is a very weird issue and I cannot find any similar issues in
> our internal database, so we may need to more time to troubleshoot this
> issue, I appreciate your patience. In addition, so far I am not sure
> whether this issue is related to the Remote Registry and EventLog issues,
> however, please rest assured that my colleague Ken Zhao is working hard on
> those issues.

Ken suggested I change the winreg key permissions to make sure the "LOCAL
SERVICE" was included with Read Permissions. When I did this it fixed my
other issue.

HOWEVER - I did submit to him based on KB 313222 "How to Reset Security
Settings Back to the Defaults" that if I performed the steps outlined there,
that the it would reset my registry setting back, removing the Local Service
from the list. I noted to him and I will mention to you that the
secsetup.inf file mentioned in the %windir%/repair folder based on the KB was
outdated, it was listed as May 2002, where as my OEM machines had a AUG 2004
file. I installed the Windows XP Security Guide and Templates msi file from
Microsoft, and noted that there was a Setup Security.inf file there. I
copied that file to my machine in question, ran the secedit command in the KB
and it ran thru the settings and fixed my Remote Registry and Remote Event
Viewer issue. My concern is that the upgrade is not replacing this file, and
is leaving my machines with invalid security setting for the registry.

NOTE TOO, that I tried the Remote Assistance AFTER running the secedit
command to fix the registry and files permissions, but nothing changed in the
way of our issue above.

Thanks Tom

I hope this info helps.

J


"Tom Che [MSFT]" wrote:

> Hi,
>
> Thanks for your detailed reply. Now I totally understand the weird issue.
>
> However, I am unable to reproduce the issue on my side so far. I recommend
> that we may perform some tests as below to narrow down the root cause:
>
> 1. Please use the problematic upgraded XP SP2 machine to initiate a Remote
> Assistance - as a Solicited Remote Assistance. When you use "Offer Remote
> Assistance" to logon the remote computer is similar with a Solicited Remote
> Assistance. So this test can help us make sure whether the entire Remote
> Assistance system is corrupted in the problematic workstation. For more
> information about how to Sending a Remote Assistance Invitation, you may
> refer to the KB300546 as I mentioned in last reply.
>
> 2. When the left pan reports "Waiting for an answer", what is the user name
> attempts to logon the remote computer and force the logged on user to log
> off? Is it HelpAssistant?
>
> 3. Is there any difference between the upgraded XP SP2 computers and OEM XP
> SP2? Such as hardware, software, especially security software including
> anti-virus or firewall software.
>
> 4. Please also let me know what OS you use to Offer Remote Assistance? Is
> it a XP SP2 or 2003 Server?
>
> 5. Please let me know the upgrade process. For example, it was Windows 2000
> Professional SP4, and upgraded to XP with SP1, and then installed XP SP2
> later.
>
> Since this is a very weird issue and I cannot find any similar issues in
> our internal database, so we may need to more time to troubleshoot this
> issue, I appreciate your patience. In addition, so far I am not sure
> whether this issue is related to the Remote Registry and EventLog issues,
> however, please rest assured that my colleague Ken Zhao is working hard on
> those issues.
>
> I look forward to hearing from you soon.
>
> Have a nice day!
>
> Sincerely,
> Tom Che
> Microsoft Online Partner Support
> Get Secure! - www.microsoft.com/security
>
> =====================================================
> When responding to posts, please "Reply to Group" via your newsreader so
> that others may learn and benefit from your issue.
> =====================================================
> This posting is provided "AS IS" with no warranties, and confers no rights.
>
>
> --------------------
> >Thread-Topic: Help and Support - Windows 2000 Upgrade to XP
> >thread-index: AcXwPDW+yVjyyEz+QAq3zlhh90z3Ow==
> >X-WBNR-Posting-Host: 209.217.222.70
> >From: "=?Utf-8?B?U211cmZtYW4=?=" <smurfman@xxxxxxxxxxxxxx>
> >References: <E4682629-F829-4B60-85FE-74CB91538814@xxxxxxxxxxxxx>
> <vT38Z8#7FHA.2612@xxxxxxxxxxxxxxxxxxxxx>
> >Subject: RE: Help and Support - Windows 2000 Upgrade to XP
> >Date: Wed, 23 Nov 2005 06:43:04 -0800
> >Lines: 141
> >Message-ID: <6C03BECB-AA57-4E6A-A80D-9B660A62477B@xxxxxxxxxxxxx>
> >MIME-Version: 1.0
> >Content-Type: text/plain;
> > charset="Utf-8"
> >Content-Transfer-Encoding: 7bit
> >X-Newsreader: Microsoft CDO for Windows 2000
> >Content-Class: urn:content-classes:message
> >Importance: normal
> >Priority: normal
> >X-MimeOLE: Produced By Microsoft MimeOLE V6.00.3790.0
> >Newsgroups: microsoft.public.windowsxp.help_and_support
> >NNTP-Posting-Host: TK2MSFTNGXA03.phx.gbl 10.40.2.250
> >Path: TK2MSFTNGXA02.phx.gbl!TK2MSFTNGP08.phx.gbl!TK2MSFTNGXA03.phx.gbl
> >Xref: TK2MSFTNGXA02.phx.gbl
> microsoft.public.windowsxp.help_and_support:601324
> >X-Tomcat-NG: microsoft.public.windowsxp.help_and_support
> >
> >Scenerio 1 (THIS WORKS)
> > If I use Remote Desktop I can connect to the workstation
> >
> >Scenerio 2 (THIS DOES NOT WORK)
> > Start --> Help and Support --> Tools Link --> "Offer Remote Assistance"
> on
> >left
> > Enter the IP of the machine
> > It returns that UserXYZ is logged in
> > Connect
> > Launches the Help and Support window, then attempts to log onto the
> >machine, the left pane reports waiting for response. The main pane, gives
> me
> >my domain logon box...if I attempt to connect then I get a message that I
> >will log the currently logged on user. Basically it is the behvaiour that
> >takes place if you were to remote desktop to a user who was already logged
> on.
> >---
> >I used the articles you mentioned and other hints to create a GPO that
> >applies to my machines to allow Remote Assistance and Remote Desktop. I
> know
> >it works since it is a domain policy and other XP machines that came with
> XP
> >OEM and had SP2 applied after work just fine.
> >
> >On a related note, I submitted on another board an issue that after
> >performing the upgrade from W2K to XP and Applying SP2 that I can't
> connect
> >to Event Viewer or the Registry remotely...could the same services be
> linked
> >to remote assistance?
> >
> >J
> >
> >
> >
> >
> >"Tom Che [MSFT]" wrote:
> >
> >> Hi,
> >>
> >> Thanks for posting here.
> >>
> >> From your post, my understanding of this issue is: after upgrading
> Windows
> >> 2000 Pro workstations to Windows XP Pro, when you attempt to use Help
> and
> >> Support to connect the XP Pro system, you will log off immediately after
> >> logon. If this is not correct, please feel free to let me know.
> >>
> >> I noticed that you are able to connect the upgraded XP Pro system via
> >> Remote Desktop, but I am afraid I am not very sure what you meant about
> >> "use Help and Support to connect the XP Pro system". Did you mean
> Remote
> >> Assistance? Could you please let me know the detailed and entire
> process
> >> step by step? If it is Remote Assistance, it is Solicited or not? For
> >> more information about Remote Assistance, you may refer to the following
> KB
> >> articles:
> >>
> >> 306496 How to configure or disable Solicited Remote Assistance in
> Windows XP
> >> http://support.microsoft.com/default.aspx?scid=kb;EN-US;306496
> >>
> >> 300546 Overview of Remote Assistance in Windows XP
> >> http://support.microsoft.com/default.aspx?scid=kb;EN-US;300546
> >>
> >> The detailed information of this issue will help us find the root cause
> as
> >> soon as possible, and I will follow your process to perform some tests
> on
> >> my side to attempt to reproduce the weird issue.
> >>
> >> Thanks for your time and efforts! I look forward to hearing from your
> soon!
> >>
> >> Have a nice day!
> >>
> >> Sincerely,
> >> Tom Che
> >> Microsoft Online Partner Support
> >> Get Secure! - www.microsoft.com/security
> >>
> >> =====================================================
> >> When responding to posts, please "Reply to Group" via your newsreader so
> >> that others may learn and benefit from your issue.
> >> =====================================================
> >> This posting is provided "AS IS" with no warranties, and confers no
> rights.
> >>
> >> --------------------
> >> >Thread-Topic: Help and Support - Windows 2000 Upgrade to XP
> >> >thread-index: AcXvcT44C5ict8b7SDS70Xxe6zEAKw==
> >> >X-WBNR-Posting-Host: 209.217.222.70
> >> >From: "=?Utf-8?B?U211cmZtYW4=?=" <smurfman@xxxxxxxxxxxxxx>
> >> >Subject: Help and Support - Windows 2000 Upgrade to XP
> >> >Date: Tue, 22 Nov 2005 06:30:10 -0800
> >> >Lines: 31
> >> >Message-ID: <E4682629-F829-4B60-85FE-74CB91538814@xxxxxxxxxxxxx>
> >> >MIME-Version: 1.0
> >> >Content-Type: text/plain;
> >> > charset="Utf-8"
> >> >Content-Transfer-Encoding: 7bit
> >> >X-Newsreader: Microsoft CDO for Windows 2000
> >> >Content-Class: urn:content-classes:message
> >> >Importance: normal
> >> >Priority: normal
> >> >X-MimeOLE: Produced By Microsoft MimeOLE V6.00.3790.0
> >> >Newsgroups: microsoft.public.windowsxp.help_and_support
> >> >NNTP-Posting-Host: TK2MSFTNGXA03.phx.gbl 10.40.2.250
> >> >Path: TK2MSFTNGXA02.phx.gbl!TK2MSFTNGP08.phx.gbl!TK2MSFTNGXA03.phx.gbl
> >> >Xref: TK2MSFTNGXA02.phx.gbl
> >> microsoft.public.windowsxp.help_and_support:600899
> >> >X-Tomcat-NG: microsoft.public.windowsxp.help_and_support
> >> >
> >> >I posted this in another area, checking to see if it was related to
> >> another
> >> >issue, and it was suggested that I report here.
> >> >
> >> >Basically, I have been upgrading Windows 2000 Pro workstations to
> Windows
> >> XP
> >> >Pro, applying SP2, then Microsoft Update.
> >> >
> >> >After all of this takes place, I can connect to the machine using
> Remote
> >> >Desktop, but when I attempt to use Help and Support, it behaves wierd.
> >> For
> >> >example, I enter the IP address, it shows me the user name, I click
> >> connect,
> >> >but then it wants me to log onto the machine, if I attempt to do this,
> it
> >> >then warns me that it will log off the user I am attempting to help.
> >> >
> >> >---
> >> >The machine is part of a domain, and I use group policies. I have a
> >> domain
> >> >GPO that I have created for a set of Default Firewall Settings for SP2,
> >> >included in those settings are teh Help and Support programs as
> suggested
> >> by
> >> >another Microsoft Whitepaper.
> >> >
> >> >I mention all of this, because this is a domain policy and I have lots
> of
> >> >OEM Windows XP Pro SP2 machines that this works like a charm for. THIS
> >> ISSUE
> >> >OR BAHAVIOUR IS ONLY HAPPENING ON THESE MACHINES THAT I AM UPGRADING TO
> >> >WINDOWS XP PRO SP2 from WINDOWS 2000 PRO.
> >> >
> >> >The related issue that I have submitted on another forum is that when I
> >> >attempt to remotely connect to the Event Viewer or the Registry I get
> an
> >> >Access Denied. But I was told this had nothing to do with this issue
> and
> >> to
> >> >post here.
> >> >
> >> >Thanks in advance for the help.
> >> >
> >> >J
> >> >
> >>
> >>
> >
>
>
.

Relevant Pages

  • RE: Help and Support - Windows 2000 Upgrade to XP
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    (microsoft.public.windowsxp.help_and_support)
  • RE: Help and Support - Windows 2000 Upgrade to XP
    ... I would like to test the Solicited Remote Assistance is because I ... >>>and a few other programs that both machines have. ...
    (microsoft.public.windowsxp.help_and_support)
  • RE: Help and Support - Windows 2000 Upgrade to XP
    ... I am glad to hear that the Remote Registry and EventLog issues have been ... I understand that you are unable to initiate a Solicited Remote Assistance ... >-ANSWER- All of the upgraded machines are HP machines, ...
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