RE: remote assistance disconnect

Hello Paul,

Thank you for posting in the SBS newsgroup. I am glad to working with you
again.

I am sorry for the delay in responding due to weekend, thanks for the
understanding.

Please note the partner managed newsgroups are staffed weekdays by
Microsoft Support professionals. Our goal is to provide a one business day
response to all posts.

For time critical issues (not business down), we encourage you to contact
CSS directly for more immediate assistance:
International Support (non-US/Canada):
http://support.microsoft.com/common/international.aspx

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

To continue working with me in the newsgroups, please see the following:

According to your description, I understand that the Remote Assistance
connection was made and immediately broken in SBS 2003 network. If I have
misunderstood the problem, please don't hesitate to let me know.

In order to narrow down the problem, please help to gather the following
information. In addition, please understand that if the problem is narrowed
down to a client site issue, you may need to also create a support instance
in Windows XP queue.

1. Please follow the following steps to check if you can start Remote
Assistance on the SBS Server side:

1) On the SBS Server, open the Server Management console, go to Client
Computers, highlight the destination computer and click "Offer Remote
Assistance".

2) In the dialog box, input computer name or IP address of the
destination computer, and then choose appropriate user account to assist
(for example: Domain Administrator), then click "Start Remote Assistance"
button.

3) When you see the "Waiting for an answer..." page on the SBS Server
side, the client computer will receive an dialog box:

-----------------------------------------------
Your network administrator 'administrator' would like to view your screen,
chat with you in real time, and work on your computer.

Would you like to give 'administrator' access to your computer? Yes or No
-----------------------------------------------
Please choose "Yes" to accept remote assistance.

2. As you mentioned, the remote machine is running Windows XP Pro with
SP2. Have you applied hotfix 872769 on the SBS 2003 server? This hotfix can
deploy the proper group policy for Windows XP SP2 Internet Connection
Firewall (ICF) settings. Without this hotfix, Windows XP SP2 ICF does not
have ''Remote Assistance'' as an exception. To obtain the hotfix, please
refer to the following KB article:

872769 You cannot configure Windows Firewall settings or Security Center
http://support.microsoft.com/?id=872769

3. On the remote client side, open Computer Management console, go to
Local Users and Groups -> Users, right-click HelpAssistant user account and
select properties, make sure the "Account is disabled" option is unchecked,
and click Ok to exit. Right-click HelpAssistant user account again and
select "Set Password", click Proceed, set a new password, and try again to
check if the issue can be reproduced.

4. In addition, do you install any firewall client on the computers?
Please temporarily disable it and then try again.

More helpful information:

301529 Supported Connection Scenarios for Remote Assistance
http://support.microsoft.com/?id=301529

300546 Overview of Remote Assistance in Windows XP
http://support.microsoft.com/?id=300546

5. If the issue persists, please kindly help me collect the following
information:

1) Did you receive any error message when you are using "Remote
Assistance" in the SBS 2003 network, please capture a screen-shoot of the
error and send the picture to me at v-natliu@xxxxxxxxxxxxx

2) Please run 'eventvwr.exe' (without the quotation marks) on the
command prompt on the remote computer, and check if there are any error
messages about this issue, then paste the full context in your reply.

I appreciate your time and cooperation. Please do not hesitate to let me
know if you have any further concerns, I am looking forward to hearing from
you.

Have a nice day!

Best regards,

Nathan Liu (MSFT)
Microsoft CSS Online Newsgroup Support

Get Secure! - www.microsoft.com/security
======================================================
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Any input or comments in this thread are highly appreciated.
======================================================
This posting is provided "AS IS" with no warranties, and confers no rights.





--------------------
>From: "Paul Proefrock" <proefrock@xxxxxxxxxxxxx>
>Subject: remote assistance disconnect
>Date: Thu, 19 Jan 2006 20:28:58 -0600
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>
>I am trying to help a remote user and can't get Remote Assistance to work.
>Both machines are XP Pro/SP2, clients on a SBS2003 system. Problem machine
>is remote to the server, connected via VPN to server, dial-up to Internet.
>
>Request for assistance is sent and received. When initiated, it connects
to
>the remote machine, I see a logon box open with the user name
>"helpassistant" in the box but grayed out. The machines connect and then
the
>connection is immediately "disconnected" His machine refers him to me, my
>machine refers me to him to resolve the connection problem.
>
>I apologize for the cross-post but not sure which group was appropriate.
>
>thanks
>
>Paul P
>
>Why would the connection be made and immediately broken? Ideas on how to
fix
>
>
>

.