RE: Remote Assistance can't find clients

Tech-Archive recommends: Speed Up your PC by fixing your registry

Sorry, I have just found that Norton internet security is installed on the
client pc in question. I have disabled the NIS personal firewall and now I
don't get the "does not exist or is unavailable" error but rather a
"permission denied" error.

The assistance is being offered from the administrator logged onto the
server through a RWW "connect to server" session. So where can I check out
who is allowed to offer remote assistance?

Thanks again in advance.

"Warren Reynolds" wrote:

Thanks for the reply Robert.
I rerun the CEICW. didn't fix problem.
I read through the article 825763. I'm running SBS 2003 R2 and I think the
CEICW would do a far better job at configuring the internet connection then
me trying to understand this article.
I clean booted the PC that is receiveing the remote assistance, I assume
that it the PC you wanted clean booted. The offer of remote assistance is
coming from the server.

Under step 3 the filter was enabled so I disabled it and applied the changes
and restarted ISA. Should this filter be left as disabled or is this just
something to try and if it doesn't work, should I enable it again?

Under step 4, The firewall setting are controled by group policy, I assume
this is default thing that happens when these computers are joined to SBS
domain. So everything that refers to remote assistance is greyed out and has
the tick next to it that says it is controlled by group policy.
There are 5 lines that refer to remote assistance.
Offer remote assistance -> refers to helpsvc program
Offer remote assistance - port -> refers to TCP port 135
Remote assistance -> refers to sessmgr program
Remote assistance - Windows messenger... -> refers to helpctr program
Remote Desktop -> refers to port 3389
All of these are scoped to any ip address.

So everything appears OK on the client side. I turned on dropped packet
logging on the client and there is no record of any dropped packets at the
time that the remote assistance is being offered.

Has anyone got this to work on sbs 2003 R2 with ISA 2004? Can someone that
has got this configuration give it a try and reply to this article just so I
know that it is a problem with my setup and not a builtin problem with the
above combination of software.

Again any help is greatly appreciated.

Regards

Warren

"Robert Li [MSFT]" wrote:

Hi Warren,

Thanks for posting in our newsgroup.

From your description, I know that Offer remote assistance on SBS doesn't
work and you get "The remote server machine does not exist or is
unavailable". If I am off-base, please don't hesitate to let me know.

Please take the following steps to see if the problem can be resolved:

Step 1: I strongly recommend you to rerun CEICW wizard. This wizard helps
to configure network and website correctly. This will also create access
rules on ISA 2004 according to your setting automatically.

For more information, please refer to:
825763 How to configure Internet access in Windows Small Business Server
2003
http://support.microsoft.com/?id=825763

Step 2: Please make a clean boot to make sure the problem is not caused by
some third party software.

1. Click Start->Run...->type msconfig and press Enter.
2. Click Services tab and select Hide All Microsoft Services and Disable
All third party Services.
3. Click Startup tab and Disable All startup items.
4. Click OK and choose Restart.
5. After reboot, check whether the problem still occurs.
6. If there are no more problems, please use the above steps to enable
services and startup items one by one in order to figure out the root cause
of this issue.

Step 3: Check the ISA setting:

Please open ISA 2004 management console, and navigate to
Configuration->Add-ins, on the middle pane, right click the RPC filter and
choose "Disable", then click Apply to save the settings.

Step 4: When an expert computer offers Remote Assistance to the Novice
computer, it uses the TCP port 135 to initiate the connection. Then the
Remote Assistance component will still use the TCP port 3389.

Please enable "Remote Assistance" in the Windows Firewall exception list.
To enable Offer Remote Assistance, we should also add TCP port 135 to
Windows Firewall exceptions.

Hope the information helps.

If you need further assistance, please don't hesitate to let me know.

Best regards,

Robert Li(MSFT)

Microsoft CSS Online Newsgroup Support

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--------------------
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<Date: Tue, 1 May 2007 19:59:00 -0700
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<Hi,
<I have a new install of SBS 2003 R2 Premiem. ISA 2004 installed, no SQL
<server. The system has all been patched up to lateset service packs. I'm
<trying to use the "offer remote assistance" from Server Management:-Users
<from the server console.
<Initially it wouldn't start because of a problem with the Help and support
<service not running. After a bit of searching in this newsgroup I found
the
<SP2 for SBS 2003 was the cause of it not appearing in services, but I was
<able to fix that with a link that I found in this newsgroup.
<
<Now, Offer remote assistance starts but I can't connect to any of the
client
<computers on the SBS domain. If I enter the PC name or IP address of the
PC
<in the "Type or paste the computer name or IP address:" and then hit
connect
<I get " The remote server machine does not exist or is unavailable".
<
<I've checked that remote assistance and remote desktop are both ticked on
<the client computers. Remote desktop works fine, I just can't get remote
<assistance to work. Client PC's have the latest ISA firewall client
<installed and client is connected to the ISA server on the SBS box. I
assume
<the problem in this firewall client or a rule on the ISA server, but I
don't
<know where to start.
<
<Thanks in advance for any help.
<
<Regards
<
<Warren
<


.

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