Remote Assistance connection disconnected. Please try again.

[DerekRWatson]

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.

[Darrell]

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.

[DerekRWatson]

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]

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

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.

[DerekRWatson]

I think this might be the solution: Go to Control Panel > System > Remote
then check 'Allow Remote Assistance invitations to be sent from this
computer'.

Thanks for your help, your solution might still be the right one. I have
reformatted the PC and it is working now.

"NerdBoyJeff" wrote:

>
> 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
>

[Hawkguy]

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.


--
Hawkguy
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