RE: Help and Support - Windows 2000 Upgrade to XP

Hi,

Sorry for my delayed response. I have finished my test. The process of my
test is:

1. Clean install Windows 2000 Professional SP4;
2. Join the 2000 SP4 into a test domain;
3. Upgrade to IE6 SP1;
4. Visit the Windows Update Web site to install all critical updates
including the SP Rollup;
5. Upgrade to Windows XP Pro SP1;
6. Upgrade to Windows XP SP2 with SP2 CD;
7. Visit the Windows Update Web site to install all critical updates.
8. Open Group Editor, enable and edit the following policy to allow Domain
Admin to offer remote assistance:
Computer Configuration\Administrative Templates\System\Remote
Assistance\Offer Remote Assistance
9. Open Windows Firewall, add the following exceptions:
- TCP 135 Port
- %WINDIR%\SYSTEM32\Sessmgr.exe
- %WINDIR%\PCHealth\HelpCtr\Binaries\Helpsvc.exe
- %WINDIR%\PCHealth\HelpCtr\Binaries\Helpctr.exe
10. Logon another XP SP2 machine in the same domain with Domain Admin, and
then initiate an Offer Remote Assistance to the above machine, and then,
everything works fine!

In other words, I am unable to reproduce this issue within a similar
environment. In this case, could you please let me know the following
information for further assistance?

1. Whether you have successfully tested with the Solicited Remote
Assistance.

2. The screenshot of the detailed error message as my last reply.

3. Some system information from both the upgraded machine and the OEM
system as my last reply.

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

=====================================================
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--------------------
>X-Tomcat-ID: 174593718
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>MIME-Version: 1.0
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>From: v-tomche@xxxxxxxxxxxxxxxxxxxx (Tom Che [MSFT])
>Organization: Microsoft
>Date: Fri, 02 Dec 2005 09:39:03 GMT
>Subject: RE: Help and Support - Windows 2000 Upgrade to XP
>X-Tomcat-NG: microsoft.public.windowsxp.help_and_support
>Message-ID: <HXIq8Qy9FHA.1236@xxxxxxxxxxxxxxxxxxxxx>
>Newsgroups: microsoft.public.windowsxp.help_and_support
>Lines: 460
>Path: TK2MSFTNGXA02.phx.gbl
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microsoft.public.windowsxp.help_and_support:604004
>NNTP-Posting-Host: tomcatimport2.phx.gbl 10.201.218.182
>
>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-a579-30b0b
d
>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-7CA5-408
F
>-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"
>>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!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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