RE: Remote Assistance not working

Tech-Archive recommends: Fix windows errors by optimizing your registry

Hi Sean,

Thanks for your update.

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!

Have you tried to reinstall the remote assistance components on SBS 2003
server box and then configured the remote assistance as I suggested in
previous posts?

If it still can not help, I would like to suggest you call our CSS via
phone so that the issue can be resolved efficiently. Since we need more
information for further analyze the issue, it is hard handle in newsgroup.

To obtain the phone numbers for specific technology request please take a
look at the web site listed below.

http://support.microsoft.com/default.aspx?scid=fh;EN-US;PHONENUMBERS

If you are outside the US please see http://support.microsoft.com for
regional support phone numbers.

Thanks for your understanding!

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: AcYYaVwRUfkQMv6STEe4pZW44zUY8g==
>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>
<9C7C484D-1CF5-4256-9EC4-252087C07FA8@xxxxxxxxxxxxx>
<Xo4rXxyFGHA.3944@xxxxxxxxxxxxxxxxxxxxx>
<B825CEC9-F916-4576-B87C-831A77023EC6@xxxxxxxxxxxxx>
<jFWFw9BGGHA.1240@xxxxxxxxxxxxxxxxxxxxx>
>Subject: RE: Remote Assistance not working
>Date: Fri, 13 Jan 2006 09:47:02 -0800
>Lines: 311
>Message-ID: <8023C9F4-5CE3-4366-9E55-062E8EF620D5@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:236472
>X-Tomcat-NG: microsoft.public.windows.server.sbs
>
>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
>> ======================================================
>> 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: AcYXplh7x0AhY/I+Qxad6AJsr3PUTw==
>> >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>
>> <9C7C484D-1CF5-4256-9EC4-252087C07FA8@xxxxxxxxxxxxx>
>> <Xo4rXxyFGHA.3944@xxxxxxxxxxxxxxxxxxxxx>
>> >Subject: RE: Remote Assistance not working
>> >Date: Thu, 12 Jan 2006 10:31:04 -0800
>> >Lines: 340
>> >Message-ID: <B825CEC9-F916-4576-B87C-831A77023EC6@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!TK2MSFTNGXA01.phx.gbl!TK2MSFTNGXA03.phx.gbl
>> >Xref: TK2MSFTNGXA02.phx.gbl microsoft.public.windows.server.sbs:236151
>> >X-Tomcat-NG: microsoft.public.windows.server.sbs
>> >
>> >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
>

.

Quantcast