RE: Help and Support - Windows 2000 Upgrade to XP

Hi,

Thanks for your reply!

I understand your concern. Actually, the Solicited Remote Assistance
request can be saved as a file, and then copy it from the nova to the
expert. I would like to test the Solicited Remote Assistance is because I
would confirm whether the entire architecture of Remote Assistance has not
been upgraded successfully.

I will test this issue with an exactly same upgrade process as yours to
check whether I can reproduce this issue. Please understand that this is a
time-consuming test and I can only perform the test at this weekend. I
appreciate your patience.

Furthermore, could you please help me collect the following information for
compare within my test?

1. The detailed error message may help us find the root cause as soon as
possible, so please take some screenshots of the process of the issue, and
then send them to me at
v-tomche@xxxxxxxxxxxxx:

To take a screenshot:
---------------------
a. Press the Print Screen key once on the keyboard when the expected screen
appears.
b. Click Start, go to Run, enter MSPAINT in the open dialog box, and then
Click OK.
c. Use Ctrl + V to paste the screenshot to the canvas.
d. From the File menu, go to Save and save it as a JPG file.

2. Please help me collect some system information from both the upgraded
machine and the OEM system:

a. Download MPSReport tool from below URL:
<http://download.microsoft.com/download/b/b/1/bb139fcb-4aac-4fe5-a579-30b0bd
915706/MPSRPT_SETUPPerf.EXE>

b. Execute the tool on both computers, and if you are prompted "Include the
MSINFO32 report?", please type Y.

c. Please send the two result files (CAB files) to me at
v-tomche@xxxxxxxxxxxxxx

For detailed information about the MPS Report Tools, please refer to the
following link:

Microsoft Product Support's Reporting Tools
<http://www.microsoft.com/downloads/details.aspx?FamilyId=CEBF3C7C-7CA5-408F
-88B7-F9C79B7306C0&displaylang=en>

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: AcX2gZ9aNUwlOOfnT2iNCOQfqMWq4A==
>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>
<6C03BECB-AA57-4E6A-A80D-9B660A62477B@xxxxxxxxxxxxx>
<tMK0LKP8FHA.2852@xxxxxxxxxxxxxxxxxxxxx>
<DD95E70B-3D24-450A-BC40-129161D3C139@xxxxxxxxxxxxx>
<ULQzWJb9FHA.832@xxxxxxxxxxxxxxxxxxxxx>
>Subject: RE: Help and Support - Windows 2000 Upgrade to XP
>Date: Thu, 1 Dec 2005 06:15:03 -0800
>Lines: 325
>Message-ID: <CF33BC24-B538-4C71-BF3A-612B4AFF3E86@xxxxxxxxxxxxx>
>MIME-Version: 1.0
>Content-Type: text/plain;
> charset="Utf-8"
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>X-Newsreader: Microsoft CDO for Windows 2000
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>Priority: normal
>X-MimeOLE: Produced By Microsoft MimeOLE V6.00.3790.0
>Newsgroups: microsoft.public.windowsxp.help_and_support
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>Path: TK2MSFTNGXA02.phx.gbl!TK2MSFTNGXA01.phx.gbl!TK2MSFTNGXA03.phx.gbl
>Xref: TK2MSFTNGXA02.phx.gbl
microsoft.public.windowsxp.help_and_support:603742
>X-Tomcat-NG: microsoft.public.windowsxp.help_and_support
>
>Tom, thanks for getting back to me. First off allowing users to solicite
>help is not part of our "Policy - as in our Paper Policy not Electronic".
>Also I DID NOT state that it did not work, only that I was able to get the
>point of where the invitation would be sent via email or messenger...this
was
>the point in which I stopped. Users DO NOT have access to email via
Outlook
>Express, and Messange is not configured either.
>
>The GPO works on all of my other machines, and is not the focus of the
>problem. The GPO Results shows that in fact the settings are being
applied
>for a particular user logged onto that machine. I hope we can get past
this.
>
>The focus should be that an upgraded Windows 2000 Pro Machine is not
getting
>some part of the Remote Assistance libraries or something updated. I
suspect
>this since already I have discoved that the secsetup.inf file is also not
>being upgraded/replaced for an XP Upgrade, and when the upgrade process
looks
>to reset the permissions on the Registry and Files it is simply grabbing
the
>old settings from Windows 2000. I was able to prove and fix this.
>
>I suspect that there is still something else that is not getting upgraded
>properly during this process.
>
>J
>
>"Tom Che [MSFT]" wrote:
>
>> Hi,
>>
>> Thanks for your reply!
>>
>> I am glad to hear that the Remote Registry and EventLog issues have been
>> resolved.
>>
>> I understand that you are unable to initiate a Solicited Remote
Assistance
>> via your new policy. However, I don't recommend that you use Group
Policy
>> to set the related settings as you mentioned.
>>
>> Actually, you can find the following information in the Explain tab of
the
>> Solicited Remote Assistance policy:
>>
>> "If the status is set to Not Configured, users can enable or disable and
>> configure Remote Assistance themselves in System properties in Control
>> Panel. If the status is set to Not Configured, the default maximum time
a
>> Remote Assistance invitation can stay open is determined by the Control
>> Panel setting."
>>
>> Therefore, if you don't configure this policy, you still can enable
>> Solicited Remote Assistance via the Remote tab of System Properties
control
>> panel. I still recommend you may refer to the following KB article to
test
>> the issue with Solicited Remote Assistance:
>>
>> 300546 Overview of Remote Assistance in Windows XP
>> http://support.microsoft.com/default.aspx?scid=kb;EN-US;300546
>>
>> Furthermore, I am researching your other detailed information and will
get
>> back to you as soon as possible. I appreciate your patience.
>>
>> 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: AcX0WherPsVexlUmRvODPmo/2NwXnQ==
>> >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>
>> <6C03BECB-AA57-4E6A-A80D-9B660A62477B@xxxxxxxxxxxxx>
>> <tMK0LKP8FHA.2852@xxxxxxxxxxxxxxxxxxxxx>
>> >Subject: RE: Help and Support - Windows 2000 Upgrade to XP
>> >Date: Mon, 28 Nov 2005 12:27:03 -0800
>> >Lines: 360
>> >Message-ID: <DD95E70B-3D24-450A-BC40-129161D3C139@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:602854
>> >X-Tomcat-NG: microsoft.public.windowsxp.help_and_support
>> >
>> >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
>

.

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