Microsoft KB Archive/895088

= Outlook Express is used to send a Remote Assistance mail invitation instead of your default e-mail client in Windows XP Professional 64-Bit Edition and in Windows Server 2003 for Itanium-based Systems =

Article ID: 895088

Article Last Modified on 10/30/2006

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APPLIES TO


 * Microsoft Windows Server 2003, Datacenter Edition for Itanium-Based Systems
 * Microsoft Windows Server 2003, Enterprise Edition for Itanium-based Systems
 * Microsoft Windows XP Professional x64 Edition

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SYMPTOMS
When you send an e-mail invitation for Remote Assistance in Microsoft Windows Server 2003 for Itanium-based Systems or in Windows XP Professional 64-Bit Edition, your invitation is posted to a Microsoft Outlook Express message. The Remote Assistance wizard triggers Outlook Express even if your default e-mail program is Microsoft Outlook or another e-mail program.



WORKAROUND
To work around this issue, use one of the following methods.

Note Because there are several versions of Microsoft Windows, the following steps may be different on your computer. If they are, see your product documentation to complete these steps.

Method 1: Set the default escalation method to Mailto
If the default escalation method has been changed on the local computer, these steps can be performed on the local computer. If not, the default settings must be changed on the domain controller. The changes are applied to all the computers in the domain.
 * 1) At the command prompt, type gpedit.msc, and then press ENTER.
 * 2) Expand Computer Configuration, and then expand Administrative Templates.
 * 3) Expand System, and then click Remote Assistance.
 * 4) In the right pane, double-click Solicited Remote Assistance.
 * 5) In the Select the method for sending e-mail invitations list, click Mailto, and then click OK.
 * 6) Quit Group Policy Object Editor.

Method 2: Manually send the invitation

 * 1) Click Start, and then click Help and Support.
 * 2) Under Support Tasks, click Tools.
 * 3) In the left pane, expand Help and Support Tools, and then click Remote Assistance.
 * 4) In the right pane, click Invite someone to help you.
 * 5) Under or prepare an e-mail invitation, type the assistant's first name in the Type your Assistant’s first name box. Then, click Continue.
 * 6) You can restrict the duration of the invitation in minutes, hours, or days. Under Set the invitation to expire, specify an appropriate duration.
 * 7) Click Require the recipient to use a password, and then type a password in the Type password box and in the Confirm password box.
 * 8) Click Create E-mail Invitation.
 * 9) Close the Outlook Express window that opens, and then click I want to manually create an e-mail message.
 * 10) Without closing the Remote Assistance wizard, open a new message in the e-mail program that you want to use.
 * 11) In the Remote Assistance wizard, copy the text in the Invitation text box. Then, paste the text into your new message.
 * 12) Close the Help and Support Center window.
 * 13) In your message, replace the default text instructions with a message.
 * 14) Send the e-mail message to the person who you want to help you. Send the session password in a separate e-mail message or by another method.

Method 3: Send the invitation as a file
 Click Start, and then click Help and Support. Under Support Tasks, click Tools. In the left pane, expand Help and Support Tools, and then click Remote Assistance. In the right pane, click Invite someone to help you. Click Save invitation as a file (Advanced). Type your name in the following box:

From (the name you would like to appear on the invitation)

 You can restrict the duration of the invitation in minutes, hours, or days. Under Set the invitation to expire, specify an appropriate duration, and then click Continue.</li> Click Require the recipient to use a password. Then, type a password in the Type password box and in the Confirm password box.</li> Click Save Invitation. In the File name box, type a file name, and then click Save. This saves the invitation file as an .msrcincident file in the My Documents folder.</li> Send the file to the person who you want to help you, either as an e-mail attachment or by another method. Send the session password in a separate e-mail message or by another method.</li></ol>

<div class="status_section">

STATUS
Microsoft has confirmed that this is a problem in the Microsoft products that are listed in the &quot;Applies to&quot; section.

<div class="moreinformation_section">

MORE INFORMATION
The default Remote Assistance escalation method is set to Mailto. This issue affects computers where the default Remote Assistance escalation method is changed to Simple MAPI by using Group Policy Object Editor or by using a Group Policy setting in the domain.

Keywords: kbpubtypekc kbtshoot kbprb KB895088

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