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AnswerRemote Assistance Issue

  • Monday, June 29, 2009 3:25 PMJALC1337 Users MedalsUsers MedalsUsers MedalsUsers MedalsUsers Medals
     
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    I am unable to use remote assistance.  Whenever I try to click on this option a help and support page comes up that says cannot display this page.  On another computer I get a dialog box that says access denied.  We are running Microsoft Exchange server 2005 and everything is 64bit.  Essentials is up to date.  Any suggestions are much appreciated.  Thanks. 

    • Edited byJALC1337 Monday, June 29, 2009 3:25 PM
    • Edited byJALC1337 Monday, June 29, 2009 3:27 PM
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Answers

  • Wednesday, July 01, 2009 7:23 AMEric Zhang - MSFTMSFT, ModeratorUsers MedalsUsers MedalsUsers MedalsUsers MedalsUsers Medals
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    Hi,

    If you used Domain policy, please make sure you have enabled remote assistance on your SCE server and create Windows firewall exceptions on your client:

    1. Open SCE console, go to Administration pane.

    2. Click "Firewall Exceptions".

    3. Choose "Yes, create Windows Firewall exception".

    4. Click "Configure product feature".

    5. Choose "Configure Remote Assistance", make sure you have selected "Yes, Enable Remote Assistance".

    Note: You must be logged on with Domain Administrator or Group Policy Administrator credentials to select this option.

    6. Click Configure to finish, the wizard will configure the SCE Managed Computers policy.

    If you used local policy, please manually enable the Remote Assistance configuration on your client group policy setting:

    Computer Configuration - Administrative Templates - System - Remote Assistance - Enable "Offer Remote Assistance".

    Also, open the following port on your client firewall:

    TCP 135,445,139 UDP:137,138.

    Hope this helps.

     
  • Wednesday, July 08, 2009 9:27 AMEric Zhang - MSFTMSFT, ModeratorUsers MedalsUsers MedalsUsers MedalsUsers MedalsUsers Medals
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    Hi,

    In administration pane, please choose "Configure product features" in right of the pane, and you can configure firewall expcetion and enable reomte assistance in this wizard.

    Also, latest System Center Essentials 2007 Management Pack contains definitions and workflows for features within System Center Essentials 2007. This update resolves an issue where the Remote Assistance task fails to execute if the Essentials console is running on Windows Vista or Windows Server 2008

    You can download and import it from this link:

    Download details: System Center Essentials 2007 MP for SCE 2007

    http://www.microsoft.com/downloads/details.aspx?FamilyId=8F74CC26-5E0E-42F1-96CC-7AE064099190&displaylang=en
     

All Replies

  • Wednesday, July 01, 2009 7:23 AMEric Zhang - MSFTMSFT, ModeratorUsers MedalsUsers MedalsUsers MedalsUsers MedalsUsers Medals
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    Hi,

    If you used Domain policy, please make sure you have enabled remote assistance on your SCE server and create Windows firewall exceptions on your client:

    1. Open SCE console, go to Administration pane.

    2. Click "Firewall Exceptions".

    3. Choose "Yes, create Windows Firewall exception".

    4. Click "Configure product feature".

    5. Choose "Configure Remote Assistance", make sure you have selected "Yes, Enable Remote Assistance".

    Note: You must be logged on with Domain Administrator or Group Policy Administrator credentials to select this option.

    6. Click Configure to finish, the wizard will configure the SCE Managed Computers policy.

    If you used local policy, please manually enable the Remote Assistance configuration on your client group policy setting:

    Computer Configuration - Administrative Templates - System - Remote Assistance - Enable "Offer Remote Assistance".

    Also, open the following port on your client firewall:

    TCP 135,445,139 UDP:137,138.

    Hope this helps.

     
  • Tuesday, July 07, 2009 8:33 PMJazz1337 Users MedalsUsers MedalsUsers MedalsUsers MedalsUsers Medals
     
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    Thanks for the suggestions Eric.  When I navigate to the administration pane I do not see anything that says "firewall exceptions".  Should I update to version 6.0.1885.1?  I am currently running 6.0.1885.0.  Thanks again for your help.  
     
  • Wednesday, July 08, 2009 9:27 AMEric Zhang - MSFTMSFT, ModeratorUsers MedalsUsers MedalsUsers MedalsUsers MedalsUsers Medals
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    Hi,

    In administration pane, please choose "Configure product features" in right of the pane, and you can configure firewall expcetion and enable reomte assistance in this wizard.

    Also, latest System Center Essentials 2007 Management Pack contains definitions and workflows for features within System Center Essentials 2007. This update resolves an issue where the Remote Assistance task fails to execute if the Essentials console is running on Windows Vista or Windows Server 2008

    You can download and import it from this link:

    Download details: System Center Essentials 2007 MP for SCE 2007

    http://www.microsoft.com/downloads/details.aspx?FamilyId=8F74CC26-5E0E-42F1-96CC-7AE064099190&displaylang=en