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Remote Assistance connection disconnected. Please try again.

Windows XP Support


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  #1  
Old 08-08-2006
DerekRWatson
 
Posts: n/a
Remote Assistance connection disconnected. Please try again.

I am running Windows XP Pro at home and I get Remote Assistance requests.

Requests from my sister (running XP Home and Windows Live Messenger) via the
Internet work OK.

Requests via the internet from person A at my office (running XP Pro) and
Windows Live Messenger who is behind Windows Firewall AND a Netgear firewall
router work OK.

Requests via the internet from person B at my office (from a different
computer running XP Pro but still using Window Live Messenger behind Windows
Firewall and the same firewall router) give me the error message in the
title, after I accept the invitation.

I have read pretty much everything on the Internet on this but I am still
stuck. Port 3389 is open on the work router and I have used it to set up a
Remote Desktop to both computers A and B. On machine B uPnP is enabled and no
service is disabled. I have set every service associated with Remote
Assistance to Automatic startup. Remote Assistance is enabled as an exception
in the Windows Firewall, in addition I have added a couple of other programs
as exceptions as recommended.

When I am in the office machine B has the same symptoms when trying to
connect from machine A (and machine C), so I have pretty much come to the
conclusion the problem is with machine B, not the router or the internet.
Machine B will not be helped, even when the request is sent to an email
address or via a file.

Does anybody have an idea why it is disconnecting the Remote Assistance
session? Thanks.

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  #2  
Old 08-08-2006
Darrell
 
Posts: n/a
RE: Remote Assistance connection disconnected. Please try again.

When was the last time you ran scan disk or "Error-Checking" on machine B?
Try running "Error-checking" and select "Automaticlly fix file system errors"
on system B and then try to remotely assist that system.

"DerekRWatson" wrote:

> I am running Windows XP Pro at home and I get Remote Assistance requests.
>
> Requests from my sister (running XP Home and Windows Live Messenger) via the
> Internet work OK.
>
> Requests via the internet from person A at my office (running XP Pro) and
> Windows Live Messenger who is behind Windows Firewall AND a Netgear firewall
> router work OK.
>
> Requests via the internet from person B at my office (from a different
> computer running XP Pro but still using Window Live Messenger behind Windows
> Firewall and the same firewall router) give me the error message in the
> title, after I accept the invitation.
>
> I have read pretty much everything on the Internet on this but I am still
> stuck. Port 3389 is open on the work router and I have used it to set up a
> Remote Desktop to both computers A and B. On machine B uPnP is enabled and no
> service is disabled. I have set every service associated with Remote
> Assistance to Automatic startup. Remote Assistance is enabled as an exception
> in the Windows Firewall, in addition I have added a couple of other programs
> as exceptions as recommended.
>
> When I am in the office machine B has the same symptoms when trying to
> connect from machine A (and machine C), so I have pretty much come to the
> conclusion the problem is with machine B, not the router or the internet.
> Machine B will not be helped, even when the request is sent to an email
> address or via a file.
>
> Does anybody have an idea why it is disconnecting the Remote Assistance
> session? Thanks.

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  #3  
Old 12-08-2006
DerekRWatson
 
Posts: n/a
RE: Remote Assistance connection disconnected. Please try again.

Hello Darrell,

I have run full error-checking on machine B with no change. A further test
requesting remote assistance from a third part produced the same message on
their computer, so the problem is definitely with machine B disconnecting.
The only other area I can think that might be relevant is that a security
template has been applied to this machine at some time that has disabled this
facility.

If I can't fix it I will have to take this machine out of service and
reinstall the OS as a last resort. Thanks for the suggestion.

"Darrell" wrote:

> When was the last time you ran scan disk or "Error-Checking" on machine B?
> Try running "Error-checking" and select "Automaticlly fix file system errors"
> on system B and then try to remotely assist that system.
>
> "DerekRWatson" wrote:
>
> > I am running Windows XP Pro at home and I get Remote Assistance requests.
> >
> > Requests from my sister (running XP Home and Windows Live Messenger) via the
> > Internet work OK.
> >
> > Requests via the internet from person A at my office (running XP Pro) and
> > Windows Live Messenger who is behind Windows Firewall AND a Netgear firewall
> > router work OK.
> >
> > Requests via the internet from person B at my office (from a different
> > computer running XP Pro but still using Window Live Messenger behind Windows
> > Firewall and the same firewall router) give me the error message in the
> > title, after I accept the invitation.
> >
> > I have read pretty much everything on the Internet on this but I am still
> > stuck. Port 3389 is open on the work router and I have used it to set up a
> > Remote Desktop to both computers A and B. On machine B uPnP is enabled and no
> > service is disabled. I have set every service associated with Remote
> > Assistance to Automatic startup. Remote Assistance is enabled as an exception
> > in the Windows Firewall, in addition I have added a couple of other programs
> > as exceptions as recommended.
> >
> > When I am in the office machine B has the same symptoms when trying to
> > connect from machine A (and machine C), so I have pretty much come to the
> > conclusion the problem is with machine B, not the router or the internet.
> > Machine B will not be helped, even when the request is sent to an email
> > address or via a file.
> >
> > Does anybody have an idea why it is disconnecting the Remote Assistance
> > session? Thanks.

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  #4  
Old 11-12-2006
NerdBoyJeff
 
Posts: n/a
Re: Remote Assistance connection disconnected. Please try again.


Derek,

I had the same trouble with Windows Messenger Live 8.0 and tried all
the fixes mentioned in the various newsgroup threads, including the
following:

Router Setup:
- enable UPnP

Windows Setup (on both host and client computers):
Windows Services:
- ensure "SSDP Discovery Service" is running and automatically started
- ensure "Universal Plug and Play Device Host" is running and
automatically started
Windows Firewall:
- ensure "Remote Assistance" and "Remote Assistance - Windows Messenger
and Voice" are checked in the "Exceptions" tab

I configured all these on both the host and client computers and it
still didn't work, I kept getting the same message "Remote Assistance
connection disconnected. Please try again."

The critical item for me was this: my Netgear router supports an SPI
(I think this is Stateful Packet Inspection) Firewall as and added
security feature. I think most of the newer routers do (I've seen it
on a Dlink too). I had to turn this off in my router settings and it
finally worked. My Netgear has a "Disable SPI Firewall" checkbox under
"WAN Setup", the box was unchecked as default and I checked it. I am
still operating behind the router and have not had a chance to test it
from the internet. I will post an update to this thread when I do.

- Jeff

DerekRWatson Wrote:
> Hello Darrell,
>
> I have run full error-checking on machine B with no change. A further
> test
> requesting remote assistance from a third part produced the same
> message on
> their computer, so the problem is definitely with machine B
> disconnecting.
> The only other area I can think that might be relevant is that a
> security
> template has been applied to this machine at some time that has
> disabled this
> facility.
>
> If I can't fix it I will have to take this machine out of service and
> reinstall the OS as a last resort. Thanks for the suggestion.
>
> "Darrell" wrote:
> -
> When was the last time you ran scan disk or "Error-Checking" on
> machine B?
> Try running "Error-checking" and select "Automaticlly fix file system
> errors"
> on system B and then try to remotely assist that system.
>
> "DerekRWatson" wrote:
> -
> I am running Windows XP Pro at home and I get Remote Assistance
> requests.
>
> Requests from my sister (running XP Home and Windows Live Messenger)
> via the
> Internet work OK.
>
> Requests via the internet from person A at my office (running XP Pro)
> and
> Windows Live Messenger who is behind Windows Firewall AND a Netgear
> firewall
> router work OK.
>
> Requests via the internet from person B at my office (from a
> different
> computer running XP Pro but still using Window Live Messenger behind
> Windows
> Firewall and the same firewall router) give me the error message in
> the
> title, after I accept the invitation.
>
> I have read pretty much everything on the Internet on this but I am
> still
> stuck. Port 3389 is open on the work router and I have used it to set
> up a
> Remote Desktop to both computers A and B. On machine B uPnP is
> enabled and no
> service is disabled. I have set every service associated with Remote
>
> Assistance to Automatic startup. Remote Assistance is enabled as an
> exception
> in the Windows Firewall, in addition I have added a couple of other
> programs
> as exceptions as recommended.
>
> When I am in the office machine B has the same symptoms when trying
> to
> connect from machine A (and machine C), so I have pretty much come to
> the
> conclusion the problem is with machine B, not the router or the
> internet.
> Machine B will not be helped, even when the request is sent to an
> email
> address or via a file.
>
> Does anybody have an idea why it is disconnecting the Remote
> Assistance
> session? Thanks.--





--
NerdBoyJeff
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  #5  
Old 05-02-2008
Member
 
Join Date: Feb 2008
Posts: 1
Remote Assistance connection disconnected. Please try again.

Hey guys,

I had the same issue. It looks like Microsoft turned off this option during an upgrade. So I found the issue.

must turn on help and support in {services} set it for automatic. Also make sure both ends of computer are turned on and set for automatic.
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