RE: Very bizarre.

Hi,

Thanks for your update!

The Office Source Engine service is installed when you install Office 2003.
The service copies the
required installation files to the local computer when has updates in WSUS.
By default, the Office Source Engine service startup type is set to
"Manual". Windows Installer uses a custom action to start the Office Source
Engine service.

Technical speaking, the remote assistance and RDP use the same technology.
The reason to perform RDP tests is to isolate the issue. I still suggest
you perform that test and let me know the result.

What is the domain DC's OS? Is it SBS 2003, SBS 2003 SP1 or others? Have
you installed security update MS05-019 or Windows 2003 SP1 on the server
box? If yes, please take a look at the following article to get hotfix.

Installing security update MS05-019 or Windows Server 2003 Service Pack 1
may cause network connectivity between clients and servers to fail
http://support.microsoft.com/?id=898060

If not the situation, please double check if the Remote Desktop Help
Session Manager Service is initialized correctly. HelpAssistant user
account(Remote Desktop Help Assistant Account" must be enabled to provide
Remote assistant on the client system.

- Start the "Remote Desktop Help Session Manager" service to ensure no
errors occur. Please note that the computer should not be started with the
service set to "Automatic". The service should have a startup type of
"Manual", which means it will start when needed. You can however start it
manually

- On the "Remote" tab under "System Properties" check the option "Allow
Remote Assistance invitations to be sent from this computer"

- On the "Remote" tab under "System Properties" click "Advanced" button
then place a check next to "Allow this computer to be controlled remotely"
if you want the person helping to be able to take control over the remote
assistance session after the session is initiated.

You can refer to the following steps:
1. Open Services Management console (services.msc), locate the Remote
Desktop Help Session Manager service and double click it to open its
Properties page. Set it Startup type as "Manual". Click Log on tab, please
ensure check the box of "Local System Account".

2. Please check if the Remote Procedure Call service (RPC) is running. And
please ensure its Startup type as "Automatic" and Log on account as "Local
System Account".

And then please reset the Remote Desktop help Session Manager service by
running "sessmgr.exe -service" from Safe Mode.

3. Re-enabled HelpAssistant Account

a. Start | Run, type lusrmgr.msc, and then click OK.
b. Disable and then enable HelpAssistant user account.

4£®The policy must also allow Remote Assistance. Policy is configured
under

"Computer Configuration\Administrative Templates\System\Remote Assistance".
For example, to allow any authenticated user to offer remote assistance
Enable "Offer Remote Assistance Properties", click "Show" helpers button,
Add button then type in "Authenticated users" without quotes. Other groups
and account names can be added.

If the user attempting to initiate the offer is not authorized a message
similar to the following will be displayed: "Access to the requested
resource has been disabled by your administrator". If you get a message
similar to the following attempting to offer assistance "The remote server
machine does not exist or is unavailable" review article 301527 to
configure the firewall on the client for an exception. If you perform a
network trace on the client side receiving the "Offer" and discover 3 TCP
Syn request with no response from the admin attempting to Offer assistance
then you request is most likely being blocked by the firewall

Note before Remote Assistance can be provided the end user currently logged
on must agree to accept the connection when it is initiated. If you need
to connect while the user is not logged on then you need to use "Remote
Desktop" instead.

If the HelpAssistant account has been removed from the permissions to the
RDP-TCP connection object then Remote Assistance will not be possible.
Unknown how customers sometime remove HelpAssistant account from RDP-TCP
connection object but it can be readded by using the following command on
the client system.

Net stop RDSessMGR
%systemroot%\system32\sessmgr -service

The following registry key should not be present or should be set to 0
otherwise
Remote Assistance will behave as Remote Desktop and log the user out.
HKLM\SOFTWARE\Microsoft\Windows NT\CurrentVersion\Winlogon
Value name: DontDisplayLastUserName
Data type: REG_SZ

Please verify all settings and then reboot the computer. Try to test again,
tell me the result.

For more detail information, you can refer to the following KB article:
889248 You cannot offer remote assistance to a user whose computer is
running
http://support.microsoft.com/?id=889248

If the issue persists, please kindly help me collect screen shots when
reproduced the issue. I appreciate your time!

What is more, the following articles may be useful to you. I list for your
reference:

Overview of Remote Assistance in Windows XP
http://support.microsoft.com/kb/300546/EN-US/

Supported connection scenarios for Remote Assistance
http://support.microsoft.com/?id=301529

I am happy to be assistance of you!

Have a nice day!

Sincerely,

Jenny Wu
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.

--------------------
>Thread-Topic: Very bizarre.
>thread-index: AcYEuMOItUzVez41R/alz0qKnJdbpA==
>X-WBNR-Posting-Host: 67.107.50.254
>From: "=?Utf-8?B?aW5zdGF1cmF0aW8=?="
<instauratio@xxxxxxxxxxxxxxxxxxxxxxxxx>
>References: <8FC4414E-3879-40EC-8023-2192CE6E6BDD@xxxxxxxxxxxxx>
<YWwlmYGBGHA.832@xxxxxxxxxxxxxxxxxxxxx>
>Subject: RE: Very bizarre.
>Date: Mon, 19 Dec 2005 08:25:02 -0800
>Lines: 166
>Message-ID: <718CDF8F-AA41-40FA-9F82-3457E7A6DB60@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: TK2MSFTNGXA02.phx.gbl!TK2MSFTNGP08.phx.gbl!TK2MSFTNGXA03.phx.gbl
>Xref: TK2MSFTNGXA02.phx.gbl microsoft.public.windows.server.sbs:231163
>X-Tomcat-NG: microsoft.public.windows.server.sbs
>
>When I first experienced the problem, I had the user do a clean boot.
>
>I immediately tried to access again and was refused with "user has denied
>assistance". The user was as baffled as I.
>
>I then tried to access another machine in the same LAN and found that
almost
>the same identical thing happened. I was at first allowed to remote in and
>view and control the users computer but after some momentary success, the
>session ended and I was given the message "user as denied assistance".
>
>Subsequent attempts to recconnect were denied immediately. Then later in
the
>day I tried back and found I had free and normal access, no denials.
>
>I just now checked the services and there is only one service that I don't
>recognize
>"office source engine". The rest are symantec.
>
>I'm not clear on the difference between remoting to the users computer and
>"RDP" to the users machine. Are they the same/different?
>
>Thanks for the assistance.
>
>
>
>""Jenny wu [MSFT]"" wrote:
>
>> Hi,
>>
>> Thanks for using the SBS newsgroup!
>>
>> I am sorry for the delayed response due to weekend. Please understand
that
>> the newsgroups are staffed weekdays by Microsoft Support professionals
to
>> answer your systems and applications questions. Your understanding is
>> greatly appreciated!
>>
>> For time critical issues (not business down), we encourage you to
contact
>> CSS directly for more immediate assistance:
>> International Support (non-US/Canada):
>> http://support.microsoft.com/common/international.aspx
>>
>> US and Canada:
>> http://support.microsoft.com/default.aspx?scid=fh;EN-US;OfferProPhone
>>
>> To continue working with me in the newsgroups, please see the following:
>>
>> For your now situation, please try to perform a clean boot on the
machine
>> and then try to remote logon the machine to check if the issue persists.
>>
>> A Clean Boot will allow us to isolate any device drivers or programs
that
>> are loading at startup that may be causing a conflict with other device
>> drivers or programs that are installed in your computer.
>>
>> 1. Run MSCONFIG.EXE.
>> 2. In the Services tab, click "Hide All Microsoft Services" and click
>> "Disable All".
>> 3. In the Startup tab, click "Disable All". Click OK. (This will
>> temporarily prevent third-party programs from running automatically
during
>> start-up.)
>> 4. Restart the computer and check whether the problem still persists.
>>
>> If the problem does not occur, it indicates that the problem is related
to
>> one application or service we have disabled. You can use the MSCONFIG
tool
>> again to re-enable the disabled item one by one to find out the culprit.
>>
>> If the issue persists, please kindly help me collect some information
and
>> perform some tests to isolate the issue:
>>
>> 1. Where the user's machine locates? Please try to logon one machine in
the
>> same LAN with the problematic machine, and then RDP to the machine, how
>> about the result?
>>
>> 2. How the user remotely accesses the machine? From internet or LAN?
>> Through RWW site, RDP client application or others? Have you enabled
Remote
>> assistance function?
>>
>> 3. Please reproduced the issue and help me collect some screen shots for
>> analyze:
>>
>> To make a screen shot:
>> A. When reproduced issue, Press Alt + Pr Scrn to capture a screen shot.
>> B. From Start, go to Run, enter pbrush in the Open box, and then click
OK.
>> C. Use Ctrl + V to paste the screen shot to the canvas.
>> D. From the File menu, go to Save and save as a JPG file.
>>
>> 4. Can you find any related error event logged in Event Viewer? If yes,
>> please paste the detail error information in the newsgroup.
>>
>> I appreciate your time! I am happy to be assistance of you and look
forward
>> to your reply!
>>
>> Have a nice day!
>>
>> Sincerely,
>>
>> Jenny Wu
>> 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.
>>
>> --------------------
>> >Thread-Topic: Very bizarre.
>> >thread-index: AcYCWDyyW5s1rWY0TQOznfDj4OfhIw==
>> >X-WBNR-Posting-Host: 24.208.239.24
>> >From: "=?Utf-8?B?aW5zdGF1cmF0aW8=?="
>> <instauratio@xxxxxxxxxxxxxxxxxxxxxxxxx>
>> >Subject: Very bizarre.
>> >Date: Fri, 16 Dec 2005 07:49:02 -0800
>> >Lines: 13
>> >Message-ID: <8FC4414E-3879-40EC-8023-2192CE6E6BDD@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: TK2MSFTNGXA02.phx.gbl!TK2MSFTNGP08.phx.gbl!TK2MSFTNGXA03.phx.gbl
>> >Xref: TK2MSFTNGXA02.phx.gbl microsoft.public.windows.server.sbs:230708
>> >X-Tomcat-NG: microsoft.public.windows.server.sbs
>> >
>> >I have a user that when I tried to remote to their machine this
morning,
>> the
>> >first attempt was met with - "there are several users logged on, which
>> user
>> >would you like to assist?" There in fact was only one (that I know
of).
>> >
>> >Then after successfully logging in a moment later, the session was
ended
>> >with "the user has ended the session" - she didnt'.
>> >
>> >Then when I try to go back in, the response is not repeatedly, "the
user
>> has
>> >denied remote assistance"
>> >
>> >I don't get it.. I have not had any problems prior to this.
>> >
>> >Any help would be great.
>> >
>>
>>
>

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