RE: Remote Assistance not working

Jenny,

I do appriciate you working on this issue with me. It's so frustrating
because at one time it worked, and now it does not.

Anyway,

My SBS is 2003 SP1, without ISA.

I. That is done, I didn't need to make any changes to the DCOM settings.

II. I changed the security policy using Secpol.msc on the client computer
and then rebooted with no change to my problem. Should I make this change on
the SBS as well?

III. Well, on the client computer I disabled all Non-microsoft services,
and on the SBS I disabled the SAV service with no change to our problem. We
do not run a third-party firewall.

IV.
a. port 135 is open, and tested using TELNET from client machine.

b. HelpAssistant user account is enabled.

c. I can start the Remote Desktop Help Session Manager without any errors.
Is there a problem with setting it to automatic?

d. Both boxes are checked under the system properties to allow remote
connection.

e. The Remote Assistance policy is set to ENABLE.

I think that is all you asked me to do.

Thanks,

Sean

""Jenny wu [MSFT]"" wrote:

> Hi Sean,
>
> Thanks for your update.
>
> What is your SBS version? SBS 2003 or SBS 2003 SP1? Have you installed ISA?
> What is the version?
>
> Let's check the following settings:
>
> I: To allow anonymous remote access in DCOM:
>
> 1. From the Start menu, click Run and type Dcomcnfg.exe.
> 2. In Component Services, click Console root, click Component Services,
> click Computers, and then click My Computer. On the Action menu, click
> Properties.
> 3. In the My Computer Properties dialog box, on the COM Security tab, in
> the Access Permissions section, click Edit Limits.
> 4. In the Access Permissions dialog box, grant Anonymous Logon allow
> Remote Access.
>
> II: Change the security policy for the client computer so that Local
> Policies\Security Options\Network Access: Let Everyone permissions apply to
> anonymous users is set to Enabled. This security policy can be set through
> Active Directory Group Policy or local security policy.
>
> 1. Open Secpol.msc at the Run line.
> 2. Security setting >> Local Polices >> Security Options
> 3. Enable -- Network access: Let Everyone permissions apply to anonymous
> users.
>
> THIS IS SET IN GROUP POLICY AND MUST BE CHANGED THERE BUT FERREL and I BOTH
> AGREE
> THIS IS NOT AN OPTION AS IT MAKES THE SYSTEM INSECURE AND WILL NOT BE
> IMPLEMENTED
> IN PRODUCTION.
> 4. Requires a RE-BOOT.
> Then try to test, how about the result?
>
> More information:
> You cannot offer remote assistance to a user whose computer is running
> Windows XP Service Pack 2
> http://support.microsoft.com/?id=884910
>
> III. Based on my research, some cases indicate the issue caused by
> 3rd-party software. I suggest that you disable any 3rd-party software,
> especially the Antivirus application to test. How about the result?
>
> IV. Normally, the port 135 need to be opened to offer the remote assistance
> to other computer. Please first make sure that this port is opened and not
> occupied by the other, you can try to telnet server ip address 135 to see
> if the port is opened or not.
>
> Please also refer to following steps to check your SBS setting to make sure
> that all the setting is 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.
>
> - 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 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 try 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
>
> I appreciate your time and efforts to the issue.
>
> 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: Remote Assistance not working
> >thread-index: AcYXBvH3wOydm8vPTRyvCRgsluEvZw==
> >X-WBNR-Posting-Host: 67.107.193.136
> >From: "=?Utf-8?B?U2VhbiBWcmVlbGFuZA==?="
> <SeanVreeland@xxxxxxxxxxxxxxxxxxxxxxxxx>
> >References: <FF2A72BB-0044-4A48-89C5-EB2713F44819@xxxxxxxxxxxxx>
> <oHwmp8duFHA.768@xxxxxxxxxxxxxxxxxxxxx>
> <C29EBE61-6346-47AD-AC70-76A55FC5EBB7@xxxxxxxxxxxxx>
> <F87CB483-1D7A-4FD6-9AD7-F9FBFDF0954E@xxxxxxxxxxxxx>
> <E7679467-C703-4301-8ABB-134A5EAF6564@xxxxxxxxxxxxx>
> <DC8B0F35-BD91-4285-82C8-2BCF2938B91D@xxxxxxxxxxxxx>
> <EB5B999C-F73A-42D5-B4D4-DA5F1E17C05C@xxxxxxxxxxxxx>
> <EB3D6B8C-7C70-4524-BE3C-802A4B5DD049@xxxxxxxxxxxxx>
> <jmceglpFGHA.3764@xxxxxxxxxxxxxxxxxxxxx>
> >Subject: RE: Remote Assistance not working
> >Date: Wed, 11 Jan 2006 15:30:02 -0800
> >Lines: 228
> >Message-ID: <9C7C484D-1CF5-4256-9EC4-252087C07FA8@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:235932
> >X-Tomcat-NG: microsoft.public.windows.server.sbs
> >
> >Jenny,
> >
> >1. I re-ran the CEICW, with no change to my problem.
> >
> >2. All computer have the remote box checked in system properties.
> >
> >3. The shadow console session worked.
> >
> >a. Yes, I can access the server box with RDC from any workstation.
> >
> >b. Yes, remote assistance between XP workstations is successful.
> >
> >c. When I try to initiate a remote assitance connection using the file
> >mode, the server does nothing, I double click on the file, and nothing
> >happens. I check the event log and I don't see anything.
> >
> >Jenny, it seems as if the remote assistance "program" is just not working
> on
> >the server box. It's as if it is just missing.
> >
> >Any suggestions?
> >
> >""Jenny wu [MSFT]"" wrote:
> >
> >> Hi Joe and Sean,
> >>
> >> Thanks for your update.
> >>
> >> Let's perform the following test to see if it helps.
> >>
> >> I. Please Re-run CEICW to refresh network connection. You can refer to
> the
> >> KB 825763 to configure the network connection:
> >>
> >> 825763 How to configure Internet access in Windows Small Business Server
> >> 2003
> >> http://support.microsoft.com/?id=825763
> >>
> >> II. Please check the following settings on the server box:
> >>
> >> Right click "My computer"-->Properties-->click "Remote" tab-->please
> ensure
> >> check the "Turn on Remote Assistance......" box.
> >>
> >> III. Please check if the SBS server box is using Shadow console session
> >> mode.
> >>
> >> a. Open the Group Policy snap-in (Gpedit.msc).
> >> b. In the left pane, under the Computer Configuration branch, expand the
> >> Administrative Templates branch.
> >> c. Expand the Windows Components branch.
> >> d. Click the Terminal Services folder.
> >> e. In the right pane, double-click Sets rules for remote control of
> >> Terminal Services user sessions.
> >> f. On the Setting tab, click Enabled.
> >> g. In the Options box, click Full Control with users'' permission,
> and
> >> then click OK.
> >>
> >> After verified above settings and then try to test the issue again. On
> your
> >> own XP computer:
> >> Start-->Run-->mstsc -v: <remote computer DNS name or IP address>
> >> Then you will get a remote desktop logon box. Input the user name and
> >> password, you will get a new terminal session as before.
> >>
> >> Just take it easy. Then in the desktop session, click
> Start-->Run-->input
> >> "shadow 0" (without the quotation mark) and then press enter.
> >>
> >> After a few seconds, you will see the shadow console session as you
> want.
> >> How about the result?
> >>
> >> If the issue persists, please help me collect some information to
> isolate
> >> the issue:
> >>
> >> 1. Can you access the server box using RDP connection from XP computers?
> >> 2. Please try to provide remote assistance between XP computers, how
> about
> >> the result?
> >> 3. Please try to initiate a remote assistance request from the server
> using
> >> file mode, how about the result? Please also check if the IP address is
> >> correct in the created invite file.
> >>
> >> I appreciate your time!
> >>
> >> 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.
> >>
.

Loading