RE: Remote Assistance not working

Joe,

How do you request from client to server? Using Windows Messenger or MSN
Messenger?

ALso, I have tried to use the FILE meathod, but when I double click on the
file on the server, it does nothing. Nothing in the event logs.

"Joe-Al" wrote:

> Jenny,
> I have tried these settings you recommend with no results. I have also
> noticed that SBS sets these same settings by default through a policy setting
> specifically for Remote Assistance, that I believe is applied across the
> domain to computers on the network.
>
> Here is a additional issue.
>
> I have yet to get the offer remote assistance to work when launched from the
> System Management console 'offer remote assistance' from the server. It does
> work using the client to server, just not server to client.
>
> If, however, the Novice user requests an remote assistance FILE invitation
> and saves it to the server, I am ABLE to offer remote assistance using the
> invitation FROM THE SERVER to workstation no probs. I just can do it from the
> Server Management console by entering a workstation name. It errors saying
> the Adminsitrator it not allowing this!
>
> ""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.
> > >
> > >
> >
> >
.