Re: "Remote Assistance cannot connect because..." Any ideas?

How to fix the error "Remote Assistance connection could not be established because the remote host name could not be resolved"?

A: When you receive an invitation from an Internet user whose computer is behind a router or firewall, the IP sent to you is the private IP behind the router or firewall. So that you can't access the computer. To fix this issue, 1) edit the invitation IP address. 2) Use Windows Messenger to establish the Remote Assistance session.

For more and other information, go to http://howtonetworking.com.

Don't send e-mail or reply to me except you need consulting services. Posting on MS newsgroup will benefit all readers and you may get more help.

Bob Lin, MS-MVP, MCSE & CNE
How to Setup Windows, Network, Remote Access on http://www.HowToNetworking.com
Networking, Internet, Routing, VPN Troubleshooting on http://www.ChicagoTech.net
This posting is provided "AS IS" with no warranties.

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Hello I am getting this error message when I try to establish a Remote
Assistance session with my client:

Dialog Box Header:
  "Remote Assistance -- Web Page Dialog"

Dialog Box Body:
  "(Info icon) Remote Assistance cannot connect because <user> denied the
request for help"
  [OK button]

My client is using MSN Messenger to submit the Remote Assistance invitation
to me.  I accept the invitation and the Remote Assistance window does open
on my side.  I see a black box (empty window) for a moment, then a brief
flash of a logon dialog box, and then the process terminates with the above
message.  During this time my client sees no activity on his screen.

I have searched the Microsoft Support KB for info on this particular error
message - nothing found.  I have also searched 3rd party support sites using
Google - nothing found.


I should mention that I was in the process of uninstalling Norton Antivirus
2004 (NAV) on my client's machine - in preparation for installing a
different Antivirus product.  I was able to conduct several Remote
Assistance sessions prior to deleting some NAV keys from the Windows XP
registry.  I cannot see how this could affect RA but guess perhaps that it
could have.  The uninstallation of NAV was not going well - there's some
issue with the Microsoft Installer tool - apparently Microsoft changed it
and broke the "uninstall" mechanisms in many popular programs that use the
tool for installation / removal.  I expect that I will soon need to do a
clean disk reinstall of Windows XP because several other of my client's
programs are also affected by this issue.  I just hope to get through this
issue for now as doing a complete reinstall requires some travel & it's not
convenient at the moment.

Thank you in advance to anybody who could shed some light on this issue.