Microsoft KB Archive/921982

= You receive an error message the first time that you try to use the Remote Assistance feature to offer assistance to a user whose computer is running Windows XP =

Article ID: 921982

Article Last Modified on 8/29/2007

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APPLIES TO


 * Microsoft Windows XP Professional
 * Microsoft Windows XP Home Edition

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SYMPTOMS
You are using a computer that is running Microsoft Windows XP. You try to use the Remote Assistance feature to offer remote assistance to a user whose computer is also running Windows XP. However, the first time that you try to connect to the user's computer, you receive one of the following error messages:

A Remote Assistance connection could not be established. You may want to check for network issues or determine if the invitation expired or was cancelled by the person who sent it.

You have been disconnected from 's computer. For more information, contact.

If you try again, you can successfully connect to the computer and offer assistance to the user.



CAUSE
This problem occurs if the following conditions are true:
 * The Remote Desktop feature is not enabled on the user's computer.
 * The connection attempt times out before the Remote Desktop Help Session Manager service on the user's computer starts.



Hotfix information
A supported hotfix is now available from Microsoft. However, this hotfix is intended to correct only the problem that is described in this article. Apply this hotfix only to systems that are experiencing this specific problem. This hotfix might receive additional testing. Therefore, if you are not severely affected by this problem, we recommend that you wait for the next service pack that contains this hotfix.

To resolve this problem, submit a request to Microsoft Online Customer Services to obtain the hotfix. To submit an online request to obtain the hotfix, visit the following Microsoft Web site:

http://go.microsoft.com/?linkid=6294451

Note If additional issues occur or any troubleshooting is required, you might have to create a separate service request. The usual support costs will apply to additional support questions and issues that do not qualify for this specific hotfix. To create a separate service request, visit the following Microsoft Web site:

http://support.microsoft.com/contactus/?ws=support

Prerequisites
You must be running Windows XP with Service Pack 2 (SP2) to install this hotfix.

Restart requirement
You must restart the computer after you apply this hotfix.

Hotfix replacement information
This hotfix does not replace any other hotfixes.

File information
The English version of this hotfix has the file attributes (or later file attributes) that are listed in the following table. The dates and times for these files are listed in Coordinated Universal Time (UTC). When you view the file information, it is converted to local time. To find the difference between UTC and local time, use the Time Zone tab in the Date and Time item in Control Panel.



WORKAROUND
To work around this problem, enable the Remote Desktop feature on the user's computer.



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



MORE INFORMATION
For more information about terminology that Microsoft uses to describe software updates, click the following article number to view the article in the Microsoft Knowledge Base:

824684 Description of the standard terminology that is used to describe Microsoft software updates

Additional query words: winxp novice expert

Keywords: kbwinxppresp3fix kbfix kbbug kbhotfixserver kbqfe kbpubtypekc KB921982

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