RE: Remote Assistance not working

Jenny,

All of the registry keys were present, and I performed all of the actions
you requested to no avail. Anything left in your bucket of tricks?

Thanks,

_Sean Vreeland

""Jenny wu [MSFT]"" wrote:

> Hi Sean,
>
> Thanks for your update.
>
> Let's try to reinstall the remote assistance components on SBS 2003 server
> box to test.
>
> Click Start , click Run , type cmd , and then click OK to open a command
> prompt.
> Type "net stop helpsvc" (no quotation marks), and then press ENTER.
> Type "cd /d windir \pchealth\helpctr"(no quotation marks), where "windir"
> is the Windows folder, and then press ENTER.
> Type "rd packagestore /s /q"(no quotation marks), and then press ENTER.
> Type "cd binaries" (no quotation marks), and then press ENTER.
> Type "start /w helpsvc /svchost netsvcs /regserver /install"(no quotation
> marks)
>
> Checked the following registry keys if they were missing i exported them
> from a working server.
>
> Missing registry:
>
> HKEY_LOCAL_MACHINE\SOFTWARE\Classes\AppID\{833E4001-AFF7-4AC3-AAC2-9F24C1457
> BCE}
>
> HKEY_LOCAL_MACHINE\SOFTWARE\Classes\AppID\HelpSvc.EXE
>
> HKEY_LOCAL_MACHINE\SOFTWARE\Classes\TypeLib\{833E4000-AFF7-4AC3-AAC2-9F24C14
> 57BCE}
>
> HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\PCHealth
>
> HKEY_LOCAL_MACHINE\SOFTWARE\Policies\Microsoft\WindowsFirewall\DomainProfile
> \AuthorizedApplications\List
>
> HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\SafeBoot\Minimal\HelpSvc
>
> HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\SafeBoot\Network\HelpSvc
>
> HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Enum\Root\LEGACY_HELPSVC
>
> HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\Eventlog\Application
>
> HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\Eventlog\Application\He
> lpSvc
>
> HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\helpsvc
>
> HKEY_LOCAL_MACHINE\SOFTWARE\Classes\AppID\HelpCtr.EXE
>
> HKEY_LOCAL_MACHINE\SOFTWARE\Classes\Applications\helpctr.exe
>
> HKEY_LOCAL_MACHINE\SOFTWARE\Classes\CLSID\{FC7D9E02-3F9E-11d3-93C0-00C04F72D
> AF7}
>
> HKEY_LOCAL_MACHINE\SOFTWARE\Classes\CLSID\{FC7D9E06-3F9E-11d3-93C0-00C04F72D
> AF7}
>
> HKEY_LOCAL_MACHINE\SOFTWARE\Classes\CLSID\{FC7D9E08-3F9E-11d3-93C0-00C04F72D
> AF7}
>
> HKEY_LOCAL_MACHINE\SOFTWARE\Classes\HCP
>
> HKEY_LOCAL_MACHINE\SOFTWARE\Classes\MsRcIncident
>
> If the issue still exists, please also perform the steps below:
>
> helpctr -regserver
> "regsvr32 /u hhctrl.ocx"
> "regsvr32 hhctrl.ocx"
>
> Try to test and let me know the result.
>
> I appreciate your time!
>
> Have a nice day!
>
> Sincerely,
>
> 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: AcYXplh7x0AhY/I+Qxad6AJsr3PUTw==
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> >Subject: RE: Remote Assistance not working
> >Date: Thu, 12 Jan 2006 10:31:04 -0800
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> >
> >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
.