Offer Remote Assistance Not Requesting Permission

From: Simon Purdue (simonpurdue_at_flagshiptraining.co.uk)
Date: 03/30/04 

Date: Tue, 30 Mar 2004 12:46:45 +0100

Hi,

I'm looking to implement the Offer Remote Assistance feature of Windows XP
on our company domain and have hit a problem with the novice's computer not
displaying the dialog window asking if they want to allow the expert to
connect. All that happens is that the expert's computer shows a logon
dialog window in the Remote Assistance window. If I logon using my admin
account, it locks the novice's computer and I have control. However, I have
also seen it log the novice user off their machine as well.

How can I get the expert to interactively connect to the novice's computer?

I've done the following steps to enable Offer Remote Assistance: -

1. Enabled the Offer Remote Assistance in Group Policy (Computer
Configuration\Administrative Templates\System\Remote Assistance.
    - Enabled the option to "Allow helpers to remotely control the computer"
    - Granted permission to a Domain group : DOMAINNAME\Domain Helpdesk
    - My Domain Admin account is a member of this group.

2. Enabled Solicited Remote Assistance. "Allow helpers to remotely control
the computer". 30 Day ticket.

3. I've run the Resultant Set of Policies over my machine and the novice's
computer and both reports show that the policy has been set on both
machines.

Looking at all the KB articles, it appears that I've configured it
correctly, but yet I cannot get a connection. I know it does work as I
successfully got it working in a test lab.

Any help would be appreciated.

Regards
Simon

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