RE: Offer Remote Assistance Not Working

Thanks for your reply on this matter, but as it stands right now I can
successfully start a terminal session with all computers I have gone through
the CEICW and verified that terminal services port is opened. After further
review of your first reply I told one of my users to send a RA request
through email and messenger to another user and it worked fine. The problem
only occurs when I try to offer remote assistance from the server to any
workstation. I have gone through cmd prompt and done a Net View and saw that
all computers were listed on there I also have tried pinging a couple of the
problematic workstations and successfully received a response. So at this
time I still need some of your guidance.

Once again thanks for your help.

""Charles Yang [MSFT]"" wrote:

> Hi,
>
> Thanks for updates.
>
> From your description, now you can run remote assistance but it will
> encountered an error means that it can not find the server, could you check
> the event view to see if there are any error event.
>
> Please also make sure that the port 3389 is opened on your SBS 2003, you
> can run CEICW to allow terminal services when configuring firewall it will
> allow port 3389 opened on SBS 2003.
>
> Please also make sure that when you apply remote assistance to a remote
> computer you need to fullfil the requirement I referred to in my first
> reply.
>
> I suggest you read through the KB article to make sure of that.
>
> Thanks for your effort.
>
>
>
> Best regards,
>
> Charles Yang (MSFT)
>
> Microsoft CSS Online Newsgroup Support
>
> Get Secure! - www.microsoft.com/security
>
> ======================================================
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> --------------------
> | Thread-Topic: Offer Remote Assistance Not Working
> | thread-index: AcWn4QzCJ6MAVrAESdq80kTR4Q4bNg==
> | X-WBNR-Posting-Host: 208.189.229.43
> | From: "=?Utf-8?B?bG1pbGxlcg==?=" <lmiller@xxxxxxxxxxxxxxxxxxxxxxxxx>
> | References: <165E02E0-82FA-4137-BB91-5129BD12B856@xxxxxxxxxxxxx>
> <89E126A5-C8AE-4E74-AC9F-FF9F38AD72BE@xxxxxxxxxxxxx>
> <fvJje#tpFHA.588@xxxxxxxxxxxxxxxxxxxxx>
> <F9B3F4CC-64C6-4385-AA55-E40A3332AA02@xxxxxxxxxxxxx>
> <yU13y33pFHA.472@xxxxxxxxxxxxxxxxxxxxx>
> | Subject: RE: Offer Remote Assistance Not Working
> | Date: Tue, 23 Aug 2005 05:49:07 -0700
> | Lines: 313
> | Message-ID: <254F81A9-465E-4815-AAE7-BE7B530368D7@xxxxxxxxxxxxx>
> | MIME-Version: 1.0
> | Content-Type: text/plain;
> | charset="Utf-8"
> | Content-Transfer-Encoding: 7bit
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> | Xref: TK2MSFTNGXA01.phx.gbl microsoft.public.windows.server.sbs:146970
> | X-Tomcat-NG: microsoft.public.windows.server.sbs
> |
> | I performed the steps you outlined, as well as verified the registry.
> One
> | key is missing, it is
> |
> HKEY_LOCAL_MACHINE\SOFTWARE\Policies\Microsoft\WindowsFirewall\DomainProfile
> \AuthorizedApplications\List
> |
> | I don't know the settings for that key, so I can't reproduce it. After
> | reloading the helpsvc, the page now opens and allows me to select a
> computer
> | or user that I would like to offer remote assistance to, but it will not
> | complete the connection and errors out that the server cannot be found.
> I
> | then ran the "helpctr -regserver" and re-registered the hhctrl.ocx, but
> that
> | had no effect.
> |
> | ""Charles Yang [MSFT]"" wrote:
> |
> | > HI,
> | >
> | > Thanks for updates.
> | >
> | > By default, we will be allowed to offer remote assistance, but if the
> help
> | > and support component have been corrupt we will encountered some
> problem in
> | > this. I also reproduce it on my test SBS 2003.
> | >
> | > I will be here waiting for your updates.
> | >
> | >
> | >
> | > Best regards,
> | >
> | > Charles Yang (MSFT)
> | >
> | > Microsoft CSS Online Newsgroup Support
> | >
> | > Get Secure! - www.microsoft.com/security
> | >
> | > ======================================================
> | > This newsgroup only focuses on SBS technical issues. If you have issues
> | > regarding other Microsoft products, you'd better post in the
> corresponding
> | > newsgroups so that they can be resolved in an efficient and timely
> manner.
> | > You can locate the newsgroup here:
> | > http://www.microsoft.com/communities/newsgroups/en-us/default.aspx
> | >
> | > When opening a new thread via the web interface, we recommend you check
> the
> | > "Notify me of replies" box to receive e-mail notifications when there
> are
> | > any updates in your thread. When responding to posts via your
> newsreader,
> | > please "Reply to Group" so that others may learn and benefit from your
> | > issue.
> | >
> | > Microsoft engineers can only focus on one issue per thread. Although we
> | > provide other information for your reference, we recommend you post
> | > different incidents in different threads to keep the thread clean. In
> doing
> | > so, it will ensure your issues are resolved in a timely manner.
> | >
> | > For urgent issues, you may want to contact Microsoft CSS directly.
> Please
> | > check http://support.microsoft.com for regional support phone numbers.
> | >
> | > Any input or comments in this thread are highly appreciated.
> | > ======================================================
> | > This posting is provided "AS IS" with no warranties, and confers no
> rights.
> | >
> | >
> | > =====================================================
> | > 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: Offer Remote Assistance Not Working
> | > | thread-index: AcWnGxjMjrPmo/7aQga8S5ZLaxn0xQ==
> | > | X-WBNR-Posting-Host: 208.189.229.43
> | > | From: "=?Utf-8?B?bG1pbGxlcg==?=" <lmiller@xxxxxxxxxxxxxxxxxxxxxxxxx>
> | > | References: <165E02E0-82FA-4137-BB91-5129BD12B856@xxxxxxxxxxxxx>
> | > <89E126A5-C8AE-4E74-AC9F-FF9F38AD72BE@xxxxxxxxxxxxx>
> | > <fvJje#tpFHA.588@xxxxxxxxxxxxxxxxxxxxx>
> | > | Subject: RE: Offer Remote Assistance Not Working
> | > | Date: Mon, 22 Aug 2005 06:12:07 -0700
> | > | Lines: 220
> | > | Message-ID: <F9B3F4CC-64C6-4385-AA55-E40A3332AA02@xxxxxxxxxxxxx>
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> | > | Importance: normal
> | > | Priority: normal
> | > | X-MimeOLE: Produced By Microsoft MimeOLE V6.00.3790.0
> | > | Newsgroups: microsoft.public.windows.server.sbs
> | > | NNTP-Posting-Host: TK2MSFTNGXA03.phx.gbl 10.40.2.250
> | > | Path: TK2MSFTNGXA01.phx.gbl!TK2MSFTNGXA03.phx.gbl
> | > | Xref: TK2MSFTNGXA01.phx.gbl microsoft.public.windows.server.sbs:146630
> | > | X-Tomcat-NG: microsoft.public.windows.server.sbs
> | > |
> | > | Correct me if I'm wrong, but you should be able to offer remote
> | > assistance
> | > | directly from the sbs server without a request...or at least that's
> what
> | > I
> | > | was able to do prior to the application of SP1. Through server
> | > management I
> | > | could select several paths to offer remote assistance. Link to offer
> | > remote
> | > | assistance under user management, through help and support and
> through
> | > | computer management, none of which work now. I will go through the
> | > registry
> | > | and check for all of the keys that you sent me.
> | > |
> | > | ""Charles Yang [MSFT]"" wrote:
> | > |
> | > | > HI,
> | > | >
> | > | > Welcome to SBS newsgroup.
> | > | >
> | > | > Issue description:
> | > | > ===========
> | > | >
> | > | > I understand that you encountered the problem when set up remote
> | > assistance
> | > | > on SBS server.
> | > | >
> | > | > Analyzing and suggestion:
> | > | >
> | > | > ===========
> | > | >
> | > | > Before we go any further, please double check your steps to set up
> | > remote
> | > | > assistance on SBS 2003:
> | > | >
> | > | > 1. Ask the users send the RA invitation through an email.
> | > | > 2. Ask the users send the RA invitation through MSN Messenger or
> | > Windows
> | > | > Messenger.
> | > | > To provide RA through an email, please refer to the following
> articles:
> | > | >
> | > | > 306757 HOW TO: Obtain Remote Assistance by Sending an E-mail
> Message in
> | > | > Windows
> | > | > http://support.microsoft.com/?id=306757
> | > | >
> | > | > 306791 HOW TO: Provide Remote Assistance in Response to an E-mail
> | > | > Invitation in
> | > | > http://support.microsoft.com/?id=306791
> | > | >
> | > | > To provide RA through MSN Messenger, please refer to the following
> | > article:
> | > | >
> | > | > 306800 HOW TO: Provide Remote Assistance In Response to Windows
> | > Messenger
> | > | > http://support.microsoft.com/?id=306800
> | > | >
> | > | > If you have ISA on your SBS server, you should first make sure your
> ISA
> | > | > server is configured for allowing messenger traffic. Please refer
> to
> | > the
> | > | > following resource:
> | > | >
> | >
> http://www.microsoft.com/technet/treeview/default.asp?url=/technet/prodtechn
> | > | > ol/winxppro/deploy/natfw.asp
> | > | >
> | > | > If you follow the steps above to set up remote assistance and you
> still
> | > | > encounter problem when offer remote assistance, please help gather
> some
> | > | > information:
> | > | >
> | > | > 1. Could you tell us the steps you try to offer remote assistance,
> from
> | > | > your description, we are not clear about the detailed steps you
> offer
> | > | > remote assistance.
> | > | > 2. Please also try to follow the steps below to see if you can
> recover
> | > the
> | > | > remote assistance component via reinstall "Help and support"
> components
> | > | >
> | > | > Click Start , click Run , type cmd , and then click OK to open a
> | > command
> | > | > prompt.
> | > | > Type net stop helpsvc , and then press ENTER.
> | > | > Type cd /d windir \pchealth\helpctr , where windir is the Windows
> | > folder,
> | > | > and then press ENTER.
> | > | > Type rd packagestore /s /q , and then press ENTER.
> | > | > Type cd binaries , and then press ENTER.
> | > | > Type start /w helpsvc /svchost netsvcs /regserver /install
.

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