RE: Remote Assistance not working

Jenny,

I'm having the same issue as originally described by Ricky.

I've been doing the things described by you in your reply to Ricky.
However, I'm confused on something, you said:
"*Note: Remote Assistance uses DCOM. In Windows XP and Windows 2003, the
DCOM entry is located in the following registry subkey:
HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Ole
The String value of the DCOM entry is EnableDCOM = Y. If this value is set
to 'N' or if this value is missing, Remote Assistance will not work."

This registry key exists on the SBS 3003, but not on the workstation, should
it be present on the workstation, or just on the SBS?

Thanks,


""Jenny wu [MSFT]"" wrote:

> Hi Ricky,
>
> Thanks for posting here!
>
> For your description, I understand that you can not setup remote assistance
> connection between XP workstations and the SBS server. If I am off base,
> please don't hesitate to let me know.
>
> Regarding to your symptom, please double check the Remote Assistance
> settings as follows:
>
> To configure the computer of the novice user to accept Remote Assistance
> offers, you must make sure that the following requirements are met:
>
> 1. The Group Policy on the computer of the novice user must be configured
> to enable Remote Assistance offers.
> 2. The computers of the novice and expert users must be members of the same
> domain or members of trusted domains.
> 3. Both computers must have Windows XP or Windows 2003 installed.
> 4. The expert user must be a member of the Local Administrators group on
> the computer of the novice.
>
> I. To configure the Group Policies for the Remote Assistance tool, you need
> a list of expert users from which the computers of the novice users can
> accept Remote Assistance offers. This list must contain Domain User groups
> and Domain User accounts.
>
> II. Configure Offer Remote Assistance policy setting in XP workstation
> 1. Start the Microsoft Management Console (MMC) Group Policy snap-in. To do
> this, click Start, and then click Run. In the Open box, type: gpedit.msc.
> Then, click OK.
> 2. In the Local Computer Policy\Computer Configuration\Administrative
> Templates\System\Remote Assistance folder, locate and double-click Offer
> Remote Assistance.
> 3. On the Offer Remote Assistance Properties dialog box, click Enable.
> 4. Select an option from the list to determine which of the following
> actions the expert users can take
> ** View the computer of the novice user
> ** View and control the computer of the novice user
>
> *Note: This setting is for the entire group that is listed. The Offer
> Remote Assistance policy setting does not provide a mechanism that lets one
> group of users view the computer of the novice user, and also lets a second
> group of users view and control the computer of the novice user. There can
> be only one expert group.
>
> 5. Click Show. The Show Contents dialog box opens.
> 6. Click Add to add the Domain Users and Domain User Groups.
> 7. Click OK to close the Show Contents dialog box, and then click OK to
> close the Offer Remote Assistance Properties dialog box.
> 8. Quit the MMC Group Policy snap-in.
> These policies are effective immediately. You do not have to restart the
> computer.
>
> ***Important: Use caution when you populate the properties of the Offer
> Remote Assistance Group Policy because you cannot verify the domain
> accounts that you enter. We recommend that you extensively test this policy
> setting before you perform a large policy roll out.
>
> *Note: The Offer Remote Assistance policy is not available in Microsoft
> Windows XP Home Edition.
>
> *Note: Remote Assistance uses DCOM. In Windows XP and Windows 2003, the
> DCOM entry is located in the following registry subkey:
> HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Ole
> The String value of the DCOM entry is EnableDCOM = Y. If this value is set
> to 'N' or if this value is missing, Remote Assistance will not work.
>
> III. Configure Windows Firewall for offer-based Remote Assistance in XP
> workstation
>
> To update your Group Policy objects with the new Windows Firewall settings,
> follow these steps:
> 1. Log on to your Window XP SP2-based computer as a member of the Domain
> Administrators security group, of the Enterprise Administrators security
> group, or of the Group Policy Creator Owners security group.
> 2. Click Start, click Run, type mmc, and then click OK.
> 3. On the File menu, click Add/Remove Snap-in, click the Standalone tab,
> and then click Add.
> 4. In the Available Standalone Snap-ins list, click Group Policy Object
> Editor, and then click Add.
> 5. In the Select Group Policy Object dialog box, click Browse.
> 6. In Browse for a Group Policy Object, click the Group Policy object that
> you want to update with the new Windows Firewall settings, and then click
> OK.
> 7. Click Finish to complete the Group Policy Wizard.
> 8. In the Add Standalone Snap-in dialog box, click Close.
> 9. In the Add/Remove Snap-in dialog box, click OK.
> 10. In the console tree, expand Computer Configuration, expand
> Administrative Templates, expand Network, expand Network Connections, and
> then click Windows Firewall.
> 11. Use the Group Policy Object Editor snap-in to locate Windows Firewall
> Group Policy settings. To do this, click Start, click Run, type gpedit.msc
> in the Open box, and then click OK.
>
> *Note: The Group Policy settings are located in the following Group Policy
> Object Editor folders:
> o Computer Configuration/Administrative Templates/Network/Network
> Connections/Windows Firewall
> o Computer Configuration/Administrative Templates/Network/Network
> Connections/Windows Firewall/ Domain Profile
> o Computer Configuration/Administrative Templates/Network/Network
> Connections/Windows Firewall/ Standard Profile
>
> 12. For each snap-in path that you located in step 11, add the following
> entry to the Windows Firewall: Define port exceptions setting:
>
> 135:TCP:*:Enabled:Offer Remote Assistance
>
> 13. For each snap-in path, add the following entries to the Windows
> Firewall: Define program exceptions setting:
>
> o %WINDIR%\SYSTEM32\Sessmgr.exe:*:Enabled:Remote Assistance
> o %WINDIR%\PCHealth\HelpCtr\Binaries\Helpsvc.exe:*:Enabled:Offer Remote
> Assistance
> o %WINDIR%\PCHealth\HelpCtr\Binaries\Helpctr.exe:*:Enabled:Remote
> Assistance - Windows Messenger and Voice
>
> After you have configured properly, try to test, how is the result?
>
> If the issue persists, let use do some tests to isolate the issue:
> 1. Please try to disable all firewalls included Microsoft basic firewall
> and third party firewall and Anti-virus applications installed in server
> side and XP workstation side, try to test again, how the result?
>
> 2. Please perform a Clean Boot. 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.
>
> More information:
> 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
>
> 300692 Description of the Remote Assistance Connection Process
> http://support.microsoft.com/?id=300692
>
> I appreciate your time and efforts to perform test. I am looking forward to
> your reply!
>
> Have a nice day!
>
> Best Regards,
>
> Jenny Wu
> Microsoft CSS Online Newsgroup Support
> Get Secure! - www.microsoft.com/security
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> --------------------
> >Thread-Topic: Remote Assistance not working
> >thread-index: AcW5MYnAnjj1f2qVQHWmz8pdrMM5rA==
> >X-WBNR-Posting-Host: 71.114.124.44
> >From: "=?Utf-8?B?Umlja3k=?=" <Ricky@xxxxxxxxxxxxxxxxxxxxxxxxx>
> >Subject: Remote Assistance not working
> >Date: Wed, 14 Sep 2005 06:38:06 -0700
> >Lines: 45
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> >
> >Hello all,
> >
> >The problem I an having is the following. I have been doing countless
> hours
> >of research on this matter. Tried so many things to resolve the issue, but
> >nothing seems to work. What I want to do is offer remote assistance to
> >Workstaions within the LAN. SBS 2003 SP1 box with two NICs (Internet)
> >(Internal)-(no ISA) XP Sp2 workstaions. When I first started researching
> this
> >issue the error when offering remote assistance was the following " The
> >remote server machine does not exist or is unavailable" Changing the
> policy
> >on the targeted Workstation start>run>type gpedit.msc located the offer
> >remote assistance enable>show and type in users able to offer help fixes
> that
> >problem.
> >
> >The problem is now that when I offer remote assistance to that computer it
> >communicates, becasue it gives me another box indicating the a certain
> user
> >is currently logged on would I like to help that user, when I click on the
> >Start Remote Assistance Button nothing happens meaning the users desktop
> does
> >not come up and on the workstation there is no prompt for a remote
> assistance
> >session.
> >
> >I check the event log on that computer and found this event comming up
> each
> >time I tried to start a remote assistance session
> >
> >Event Type: Information
> >Event Source: Remote Assistance
> >Event Category: None
> >Event ID: 5270
> >Date: 9/13/2005
> >Time: 3:15:28 PM
> >User: N/A
> >Computer: RHODE111
> >Description:
> >A remote assistance ticket has been created with duration: 0.08hrs for
> user
> >RELCLASSROOM\Ricky.
> >
> >For more information, see Help and Support Center at
> >http://go.microsoft.com/fwlink/events.asp.
> >
> >By looking at this it seems like the session is timing out before it gets
> >started
> >
> >I have looked at all the related Offer Remote Assistance posts and
> Knowledge
> >based articles relating to this matter and still haven't totally fixed
> thsi
> >issue.
> >
> >
>
>
.

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