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Windows 7 Enterprise - Remote Assistance not working

    Question

  • 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)
    • Moved by Carey FrischMVP, Moderator Wednesday, October 14, 2009 4:20 PM Moved to relevant category (From:Windows 7 Miscellaneous)
    Wednesday, October 14, 2009 3:51 PM

All replies

  • 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.
    Wednesday, October 14, 2009 7:41 PM
  • 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
    Thursday, October 15, 2009 6:26 AM
  • 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.
    Thursday, October 15, 2009 1:29 PM
  • "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
    Thursday, October 15, 2009 1:41 PM
  • 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
    Friday, October 16, 2009 2:30 AM
  • (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.
    Monday, October 19, 2009 1:38 PM
  • 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
    Tuesday, October 20, 2009 2:02 AM
  • 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.
    Tuesday, October 20, 2009 1:54 PM
  • 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?
    Tuesday, October 20, 2009 4:46 PM
  • 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
    Wednesday, October 21, 2009 2:20 AM
  • 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>
    Wednesday, October 21, 2009 1:48 PM
  • 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
    Thursday, October 22, 2009 2:26 AM
  • 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.
    Thursday, October 22, 2009 1:32 PM
  • 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 you’d better perform an In-Place upgrade to repair the system totally.

     

    Good luck!


    Arthur Li - MSFT
    Friday, October 23, 2009 3:08 AM
  • 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.
    Friday, October 23, 2009 3:15 AM
  • 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
    Friday, October 23, 2009 3:18 AM
  • 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.
    Monday, October 26, 2009 7:06 PM
  • 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.
    Monday, October 26, 2009 7:55 PM
  • 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
    Tuesday, October 27, 2009 1:46 AM
  • 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.
    Wednesday, October 28, 2009 3:52 PM
  • 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.


    Monday, November 02, 2009 3:17 AM
  • 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. 
    Monday, November 02, 2009 3:33 AM
  • 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.
    Tuesday, November 03, 2009 4:39 PM
  • 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

    Tuesday, September 21, 2010 3:59 PM
  • jts10,

     

    Where you ever able to find a solution to this? I am experiencing the same problem on my Win7Ent PCs?

    Monday, January 10, 2011 11:30 PM
  • 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 ?

    Wednesday, January 12, 2011 3:32 PM
  • 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)
    Wednesday, May 02, 2012 5:53 PM
  • sorry to resurrect an old thread, but as no answer has been found;

    Log on as administrator the machine you are trying to assist -

    Go to Control Panel

    Administrative Tools

    Component Services

    select the computer under 'Computers'

    Expand DCOM Config

    scroll to RaServer, right click, properties

    add your domain admin credentials to the Access permissions list (add to 'Launch and Activate' and 'Configuration' for good measure, but may not be necessary)

    reboot and log the user back in.

    you should then be able to remote assist.

    This Fix was Found by Jason Watts of Cardiff Council ICT :)

    Friday, January 31, 2014 3:51 PM