RE: Offer Remote Assistance Not Working

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Hi,

Thanks for updates.

Sorry for not clear about the issue, the registry I did find in some
machine this setting you miss we do not need.

For your concerns about Dcom 10009, I found the it relate to TCP
connections issue, if you have concerns on that one, you can check with the
article I referred to, but I found this error relate to TCP connection is
occupied by some process or connections. So I think in some aspect it
should also relate with your issue, please refer to my suggestion here:

1. Can I assume that you want to start to offer a remote assistance to
other computer or user to let them assistant the user on SBS server? Also
from your description, it seems you can send the invitation to others? But
the other user will failed when they either click the link on Messenger or
through emails. The error is some things like "server not found"
2. If possible, could you try to start your SBS server in a clean mode
without any third party application to see if you can offer the remote
assistance or not, as I know it should be some application or process that
blocks the remote assistance. This can isolate the issue more clearly.

Thanks for your patience and understanding. I am glad to help you.



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
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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.
=====================================================

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--------------------
| Thread-Topic: Offer Remote Assistance Not Working
| thread-index: AcWp9CtkuRRaRoS1SIeRUJbG0D7QJA==
| X-WBNR-Posting-Host: 209.137.213.175
| 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>
<254F81A9-465E-4815-AAE7-BE7B530368D7@xxxxxxxxxxxxx>
<9WylfwGqFHA.472@xxxxxxxxxxxxxxxxxxxxx>
<2351C473-2F83-4389-A95B-93E57FA6424A@xxxxxxxxxxxxx>
<gv2JW3dqFHA.3800@xxxxxxxxxxxxxxxxxxxxx>
| Subject: RE: Offer Remote Assistance Not Working
| Date: Thu, 25 Aug 2005 21:11:01 -0700
| Lines: 306
| Message-ID: <B2808CF9-C8CE-46B3-8ACE-619BA3A5C1D2@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.windows.server.sbs
| NNTP-Posting-Host: TK2MSFTNGXA03.phx.gbl 10.40.2.250
| Path: TK2MSFTNGXA01.phx.gbl!TK2MSFTNGXA02.phx.gbl!TK2MSFTNGXA03.phx.gbl
| Xref: TK2MSFTNGXA01.phx.gbl microsoft.public.windows.server.sbs:147968
| X-Tomcat-NG: microsoft.public.windows.server.sbs
|
| ??? You definately lost me Mr. Yang...not sure what your statements
about
| TCP ports have to do with my statement above about missing registry keys
and
| the DCOM error that I am getting.
|
| ""Charles Yang [MSFT]"" wrote:
|
| > HI Nick,
| >
| > This error should be relate to run out of TCP ports, it seem relate
with
| > your problem, you can refer to the following KB article for this issue:
| >
| > 301512 PRB: Many TCP Connections Are Established for COM Proxy/Stub
| > http://support.microsoft.com/?id=301512
| >
| > 196271 Unable to Connect from TCP Ports Above 5000
| > http://support.microsoft.com/?id=196271
| >
| > But as I know this issue should be relate to many network issues, it is
| > hard to troubleshoot it in newsgroup.
| >
| > I also have some suggestions on your remote assistance issue, as the
| > problem seems to related with some of the ports could not be used or it
| > might be occupied by some process. Have you installed any anti-virus
| > software or any third party tools, if possible could you make a clean
| > reboot to see if can offer remote assistance successfully.
| >
| > Thanks for your efforts. I am glad to help you.
| >
| >
| >
| > 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: AcWpe2CjnkaEFoPaRiS5UZG9mFtaqA==
| > | 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>
| > <254F81A9-465E-4815-AAE7-BE7B530368D7@xxxxxxxxxxxxx>
| > <9WylfwGqFHA.472@xxxxxxxxxxxxxxxxxxxxx>
| > | Subject: RE: Offer Remote Assistance Not Working
| > | Date: Thu, 25 Aug 2005 06:46:21 -0700
| > | Lines: 313
| > | Message-ID: <2351C473-2F83-4389-A95B-93E57FA6424A@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.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:147750
| > | X-Tomcat-NG: microsoft.public.windows.server.sbs
| > |
| > | I have checked the logs, and there is a DCOM error that is associated
| > with
| > | trying to contact a client computer the error is...Event ID 10009
DCOM
| > was
| > | unable to communicate with the computer "name" using any of the
| > configured
| > | protocols.
| > | When I clicked on help and support, it pointed me to Check the
registry
| > | entry HKEY_LOCAL_MACHINE/SOFTWARE/Microsoft/Rpc/DCOM_Protocols for
the
| > list
| > | of Remote Procedure Call (RPC) service protocol sequences. I did
that
| > and I
| > | do not have that specific key "DCOM_Protocols" listed. Could that be
the
| > | problem? If it is, how can I configure that key. In an earlier
response
| > I
| > | also noted that I am missing another KEY that was listed to check
| > |
| >
HKLM\Software\Policies\Microsoft\WindowsFirewall\DomainProfile\AuthorizedApp
| > lications\List any way that key can be re-created as well?
| > | ""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
| > | >
| > | > ======================================================
| > | > 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: 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
| > | > | 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.windows.server.sbs
| > | > | NNTP-Posting-Host: TK2MSFTNGXA03.phx.gbl 10.40.2.250
| > | > | Path:
| > TK2MSFTNGXA01.phx.gbl!TK2MSFTNGXA02.phx.gbl!TK2MSFTNGXA03.phx.gbl
| > | > | 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.
|

.

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