Windows 7 Enterprise - Remote Assistance not working
OS: Windows 7 Enterprise (64 bit) The error message I get is... Remote Assistance can't make the connection The person you are trying to help might have closed Remote Assistance. Otherwise, there might be a problem with your network. To try to identify and resolve network problems, click Troubleshoot. The Event Viewer event is... Application will terminate, a critical error was detected in d:\w7rtm\base\diagnosis\ra\ui\expinterdialog.cpp Line 4204 Function OnExpErrorProc Details: [ Name] Microsoft-Windows-RemoteAssistance [ Guid] {5B0A651A-8807-45CC-9656-7579815B6AF0} EventID 3 Version 0 Level 1 Task 0 Opcode 2 Keywords 0x1000400000000000 - TimeCreated [ SystemTime] 2009-10-14T15:01:23.606177300Z EventRecordID 3115 Correlation - Execution [ ProcessID] 892 [ ThreadID] 1728 Channel Application Computer ADM-116-W7E - Security [ UserID] (removed) - EventData file d:\w7rtm\base\diagnosis\ra\ui\expinterdialog.cpp line 4204 function OnExpErrorProc error 2147942487 KB Article Number: 970907 is close, but does not help (it is a fix for Vista x86)
October 14th, 2009 11:51am

Try this, go to computer>right click, manage>go to services>computer management>Stop the following services, Remote Desktop Help Session Manager, Remote Access Connection Manager and Remote Access Auto Connection Manager. Restart all three services and then set all three services startup type to <automatic>. Reboot and try the connection again. Good Luck.
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October 14th, 2009 3:41pm

Hi, What operating system is installed on the host computer which you want to remotely assist? I suggest you read and try the suggestions on the article: Windows Remote Assistance: frequently asked questions. If a third party firewall is installed, you had better disable it temporarily to check the issue. If these computers are in a domain, please confirm with your domain administrator if remote assistance is allowed. Hope it helps.Arthur Li - MSFT
October 15th, 2009 2:26am

Host computer OS: I have tried connecting to Win XP SP3, and Win 7 Ent. Microsoft Firewall Client for ISA Server is installed (Version 4.0 Build 4.0.3442.654) Computers are on a domain, and remote assistance is allowed.
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October 15th, 2009 9:29am

"Remote Desktop Help Session Manager" is not in the list. ("Remote Desktop Services" is in the list and was on manual/started) the other 2 were set to manual... changed to auto, restarted... same error
October 15th, 2009 9:41am

Hi jts10, I suggest you disable ISA temporarily on both host and client computers to test the issue. If it does not work, please check the following setting: On the host computer, Click Start, right click Computer, click Properties and Remote settings, make sure the “Allow Remote Assistance connections to this computer” is checked. What’s the result? Arthur Li - MSFT
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October 15th, 2009 10:30pm

(checked) Allow Remote Assistance connections to this computer (checked) Allow connections from computers running any version of Remote Desktop both were checked, still same problem. It was working fine with XP Pro, still working fine with the Win 7 RC, but when I formatted and installed Win 7 Ent, I get this problem.
October 19th, 2009 9:38am

Hi, Have you tried disabling ISA temporarily? I suggest you also try the following steps. Reset TCP/IP, proxy and DNS ===================== 1. Click the Start Button, click "All programs", and click "Accessories". 2. Right-click "Command Prompt", and click "Run as administrator". If you are prompted for an administrator password or confirmation, type the password or provide confirmation. 3. Please enter the following commands, and press enter after each NETSH INT IP RESET NETSH WINHTTP RESET PROXY IPCONFIG /FLUSHDNS 4. Restart the computer to check the issue. Good luck!Arthur Li - MSFT
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October 19th, 2009 10:02pm

With ISA disabled it still has same error. Remote Assistance can't make the connection The person you are trying to help might have closed Remote Assistance. Otherwise, there might be a problem with your network... etc XP was able to connect, Server 2008 is able to connect... but another Win7 machine has this same problem. I reset tcp/ip, proxy, and dns... C:\Windows\system32>NETSH INT IP RESET Reseting Global, OK! Reseting Interface, OK! Restart the computer to complete this action. C:\Windows\system32>NETSH WINHTTP RESET PROXY Current WinHTTP proxy settings: Direct access (no proxy server). C:\Windows\system32>IPCONFIG /FLUSHDNS Windows IP Configuration Successfully flushed the DNS Resolver Cache. Still no go.
October 20th, 2009 9:54am

Remote Desktop Connection works to any computer (workstations, servers) Event Viewer shows: Application will terminate, a critical error was detected in d:\w7rtm\base\diagnosis\ra\ui\expinterdialog.cpp Line 4204 Function OnExpErrorProc Why does it report that an error was detected in "d:\w7rtm\base\diagnosis\ra\ui\expinterdialog.cpp" when d:\ is my dvd drive and there is nothing in it? What is on line 4204 that would cause a critical error with OnExpErrorProc?
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October 20th, 2009 12:46pm

Hi Jts10, Would you please upload the Event Log and System Information to SkyDrive and provide us the link for analyzing. How to collect the Event Log ======================== 1. Click "Start", input "eventvwr" (without quotation marks) in the Search bar and press Enter. 2. Right click on "Application" on the left frame, choose "Save Log file As"; in the pop-up window, click to choose the Desktop icon on the left frame, input "app" in the "File name" blank, and then click Save. 3. Right click on "System", with the same method, save it as "sys". 4. Locate the two saved log files on the Desktop and send them to me. How to collect the System Information ======================== 1. Click Start, type in msinfo32 (without quotation marks) in the Search bar and then press Enter. 2. Choose Save from the File menu and save it as an NFO file. 3. Find the file, right-click on this file, click "Send To", and click "Compressed (zipped) Folder". 4. Send the compressed file to me. This time, I suggest you run System File Checker to scan the system files. Collect System File Checker log ======================== 1. Click Start button, All Programs and Accessories, right click on Command Prompt and select Run as administrator. 2. Type "SFC /Scannow" (without quotation marks) and press Enter. Note: There is a space between "SFC" and "/Scannow". 3. If some files cannot be fixed, run the following command to save the detailed log in Drive C. findstr /c:"[SR]" %windir%\logs\cbs\cbs.log >C:\sfcdetails.txt 4. Send the sfcdetails.txt file in Drive C to us via SkyDrive. Arthur Li - MSFT
October 20th, 2009 10:20pm

http://cid-9418a0c00cc69f6c.skydrive.live.com/browse.aspx/Win7 SFC /Scannow is currently running... will add that if it finishes with unfixed errors edit: C:\Windows\system32>sfc /scannow Beginning system scan. This process will take some time. Beginning verification phase of system scan. Verification 100% complete. Windows Resource Protection found corrupt files and successfully repaired them. Details are included in the CBS.Log windir\Logs\CBS\CBS.log. For example C:\Windows\Logs\CBS\CBS.log C:\Windows\system32>
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October 21st, 2009 9:48am

Hi, I do read the error message Application will terminate, a critical error was detected in d:\w7rtm\base\diagnosis\ra\ui\expinterdialog.cpp Line 4204 Function OnExpErrorProc. I also confirm that Drive D is a optical drive from the System Information. What about disabling the optical drive in Device Manager temporarily? Would you please run System File Checker again to make sure the system files are good? If it finds and fixes the corrupt files again. Please run the following command and upload the log (sfcdetails.txt) to SkyDrive. findstr /c:"[SR]" %windir%\logs\cbs\cbs.log >C:\sfcdetails.txt If everything cannot fix the issue, you may need to perform an In-Place upgrade to repair the system.Arthur Li - MSFT
October 21st, 2009 10:26pm

C:\Windows\system32>sfc /scannow Beginning system scan. This process will take some time. Beginning verification phase of system scan. Verification 100% complete. Windows Resource Protection found corrupt files but was unable to fix some of them. Details are included in the CBS.Log windir\Logs\CBS\CBS.log. For example C:\Windows\Logs\CBS\CBS.log sfcdetails has been uploaded to the skydrive link 2 posts above.
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October 22nd, 2009 9:32am

After analyzing the sfcdetails.txt, the file C:\Windows\Help\mui\0409\ diskmgt.CHM is damaged. But this file may be not related to the original remote assistance issue. Whatever, I suggest you run the following commands with administrator privilege, rename the old diskmgt.CHM to diskmgt.old.CHM and replace it with the good one I uploaded. takeown /f C:\Windows\Help\mui\0409\ diskmgt.CHM cacls C:\Windows\Help\mui\0409\ diskmgt.CHM /G administrators:F If it still cannot work, I think youd better perform an In-Place upgrade to repair the system totally. Good luck!Arthur Li - MSFT
October 22nd, 2009 11:08pm

I will try this when I get back to work. A little more information. This workstation was loaded from a Windows deployment server, and not from a Win 7 disc.
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October 22nd, 2009 11:15pm

Here is the steps for how to perform an In-Place upgrade. 1. Start the computer. 2. Insert the Windows 7 DVD in the computer's DVD drive. 3. Use one of the following procedures, as appropriate: a. If Windows automatically detects the DVD, the Install now screen appears. Click Install now. b. If Windows does not automatically detect the DVD, follow these steps: b1. Click Start, click Run, type Drive:\setup.exe, and then click OK. Note Drive is the drive letter of the computer's DVD drive. b2. Click Install now. 4. When you reach the Which type of installation to you want? screen, click Upgrade to upgrade the current operating system to Windows 7. Arthur Li - MSFT
October 22nd, 2009 11:18pm

Upgraded as per the instructions above... Now when I try and connect via Windows Remote Assistance Your offer to help could not be completed Either Remote Assistance is unable to find the remote computer or you do not have permission to connect to the remote computer. Verify that the computer name and permissions are correct, and then try again. I am able to see the computers that I tried connecting to (XP, 2K8, W7) via the network (\\comp-name\c$) I will try the sfc /scannow again and see what it says.
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October 26th, 2009 3:06pm

C:\Windows\system32>sfc /scannow Beginning system scan. This process will take some time. Beginning verification phase of system scan. Verification 100% complete. Windows Resource Protection did not find any integrity violations.
October 26th, 2009 3:55pm

You may also try to disable Microsoft Forefront Client Security Antimalware Service to check the issue. If it still cannot work, I suggest you contact your network administrator to check the network permission settings. Good luck!Arthur Li - MSFT
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October 26th, 2009 9:46pm

At my office we were having problems sending Offer (Unsolicited) Remote Assistance invitations to our new Windows 7 Enterprise machines and were not able to get connected to these machines. We would immediately get an error that would not allow us to connect. To get this working we had to add our administrator account to the "Offer Remote Assistance Helpers" group. Go to Start - Run - type without quotes "compmgmt.msc" and hit OK - Local Users and Groups - Groups - Offer Remote Assistance Helpers. Add yourself to this group then try to send the remote assistance invitation again from your helper machine, hopefully this will work. I think in earlier versions of Windows all the users in the Administrator group were by default added to this group as well. That doesn't appear to be the case with Windows 7.
October 28th, 2009 11:52am

Hello, interresting forum since I've just tried using Remote Assistance to help my son who is at College and I'm aslo using Windows 7 Ent. 64 bit. Same problem experienced! Remote Assistance can't make the connection I've just looks at the post above and I could not find "Offer Remote Assistance Helpers" in Computer management - Local Users and Groups - Groups. Here is what is listed that is close to this:Remote Desktop Users - Members in this group are granted the right to logon remotely.I added my name to this group and that did not work. I am an - to the Administrator on my computer.I'm really interested in finding a solution to this problem....... if someone does find at fix, can you please email me at Ricksdj@hotmail.com.
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November 1st, 2009 10:17pm

Just tried connecting again and it failed, I also invited him to connect to me and that also failed. He was able to connect to another computer at his end. We know for sure the problem is with my computer. I completely disabled ALL Windoes Firewall settings (Domain, Private and Public) still no go.I ran Network Diagnotics and this is the problem that was reported:remote Assistance has restricted Internet Connectivity Detected with an Exclamation Mark !Thanks.
November 1st, 2009 10:33pm

You may also try to disable Microsoft Forefront Client Security Antimalware Service to check the issue. If it still cannot work, I suggest you contact your network administrator to check the network permission settings. Good luck! Arthur Li - MSFT Disabled/Stopped "Microsoft Forefront Client Security Antimalware Service" still no change.
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November 3rd, 2009 11:39am

At my office we were having problems sending Offer (Unsolicited) Remote Assistance invitations to our new Windows 7 Enterprise machines and were not able to get connected to these machines. We would immediately get an error that would not allow us to connect. To get this working we had to add our administrator account to the "Offer Remote Assistance Helpers" group. Go to Start - Run - type without quotes "compmgmt.msc" and hit OK - Local Users and Groups - Groups - Offer Remote Assistance Helpers. Add yourself to this group then try to send the remote assistance invitation again from your helper machine, hopefully this will work. I think in earlier versions of Windows all the users in the Administrator group were by default added to this group as well. That doesn't appear to be the case with Windows 7. YES!!!!!!!!!! This was the silver bullet that I was looking for! After trying your fix, I was finally able to offer remote assistance to another Windows 7 workstation from my own Windows 7 workstation. I noticed that there was no one in the group and I added Domain Admins (which I am a member of) and I can now connect. Wow, this has been a very frustrating journey, is there any reason why no one is a member of this group by default? Thank zsattler! Anthony
September 21st, 2010 11:59am

jts10, Where you ever able to find a solution to this? I am experiencing the same problem on my Win7Ent PCs?
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January 10th, 2011 6:30pm

Same here, and in my case there is a twist, my account is suffering with this errors, and the domain admin account works just fine, plus, my account is a copy of the domain admin account... Any help ?
January 12th, 2011 10:32am

I found a fix for this issue. From the command window type ncpa.cpl and hit enter. The right click on the Local Area Connection and disable the Internet Protocol Version 6(TCP/IPv6)
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May 2nd, 2012 1:53pm

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