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Your offer to help could not be sent RRS feed

  • Question

  • I have seen very little on this topic, but have seen at least 1 other post...

    We have a domain, and have used remote assitance forever with XP.  I have a deployment of Windows 7 machines and ALL our Windows 7 machines can offer remote assistance to XP machines, but every time a Windows 7 machine offers remote assistance to ANOTHER Windows 7 machine, we get "Your offer to help could not be sent."   Any thoughts?  Again, I can offer remote assistance to XP machines fine, just not other Windows 7 machines.   All machines are Windows 7 Enterprise 64 bit.

    Domain policies are in place and Allow remote assistance is checked, create invitations that can only be used from computers running Windows Vista or later is NOT checked. 
    • Edited by Matthew Clark Friday, October 16, 2009 1:56 PM Added information
    • Moved by Carey FrischMVP Friday, October 16, 2009 4:03 PM Moved to relevant category (From:Windows 7 Miscellaneous)
    Friday, October 16, 2009 1:54 PM

Answers

  • In case anyone ever has this problem, check your Offer Remote Assistance group membership.  That was our cuplrit.  Windows XP lets administrators be remote assistance users, but Vista and 7 do not.  

    http://download.microsoft.com/download/A/3/9/A398AF3E-75FB-465B-9FD4-DC4BE307A921/Win7_RK_SampleChapter_23.pdf

    "Note In Windows XP, members of the Domain Admins group are implicitly granted Helper privileges even if they are not added to the Helpers list of the Offer Remote Assistance policy setting. This is no longer the case in Windows 7 and Windows Vista, where the Domain Admins group must now be explicitly added to the Helpers list to grant them Helper privileges for Offer RA.  "
    • Marked as answer by Matthew Clark Tuesday, October 20, 2009 8:36 PM
    Tuesday, October 20, 2009 8:36 PM

All replies

  • No one has any clues?  I HATE to spend money for a call into MS....
    Tuesday, October 20, 2009 12:53 PM
  • In case anyone ever has this problem, check your Offer Remote Assistance group membership.  That was our cuplrit.  Windows XP lets administrators be remote assistance users, but Vista and 7 do not.  

    http://download.microsoft.com/download/A/3/9/A398AF3E-75FB-465B-9FD4-DC4BE307A921/Win7_RK_SampleChapter_23.pdf

    "Note In Windows XP, members of the Domain Admins group are implicitly granted Helper privileges even if they are not added to the Helpers list of the Offer Remote Assistance policy setting. This is no longer the case in Windows 7 and Windows Vista, where the Domain Admins group must now be explicitly added to the Helpers list to grant them Helper privileges for Offer RA.  "
    • Marked as answer by Matthew Clark Tuesday, October 20, 2009 8:36 PM
    Tuesday, October 20, 2009 8:36 PM
  • Might this help as well. We have Vista & XP clients with domain policies. we faced this issue a lot & mostly got resolved by updating policies / restarting the machine / correcting offer remote assistnce group membership or repairing WMI (winmgmt /...... command). very very rare none of these solution work...


    Desktop Technology Specialist
    Tuesday, February 9, 2010 4:50 AM
  • Check this,

    Something turned off the ability to use the RA DCOM. You have to enable it again in the registry at; [HKEY_LOCAL_MACHINE\SOFTWA

    RE\Microsoft\Ole] & add "EnableDCOM"="Y". Here's a link with the registry entry;

    http://service1.symantec.com/SUPPORT/on-technology.nsf/docid/2007110710244160

    And here is a link to a forum which explains it;

    http://www.symantec.com/connect/forums/uninstall-issue

    It's weird 'cause I had no Symantec products installed.
    Friday, April 9, 2010 2:30 PM
  • For me running gpupdate /force did the trick. All of the policies were in place but the computer hadn't applied them after one reboot.
    Thursday, September 23, 2010 2:44 PM
  • Hello Matthew an everybody,

    To solve this problem when you are on a Domain environment that has Windows Server 2003 as Domain Controller, you will need to follow the KB2003088( http://support.microsoft.com/kb/2003088) to understand this problem and install the hotfix available on KB939820 (http://support.microsoft.com/kb/939820), that is mentioned inside the first article. I have already tested this solution on a environment and it has solved the problem.

     Please post us a feedback as soon as you got some update.

    Thank you and good luck!

    Julio Cesar Lopes Moreira

    Wednesday, January 5, 2011 4:18 PM
  • We have this issue on Windows 7 systems.  I found there's a security group on our PC's already called “ConfigMgr Remote Control Users” ,but when I added our desktop support group to ConfigMgr Remote Control Users”  we still didn't have Remote Assistance through System Center.  I added our desktop support group to the PC security group Offer Remote Assistance Helpers” and Remote Assistance through System Center now works.

    The only thing I would like to fix now is giving the user the option to accept assistance.  We need to be able to take control of the desktop.

     

    Thursday, January 19, 2012 5:23 PM
  • Any way to make this work for computers not on a domain but in a workgroup? As an administrator of a small network, this is what I need. When I run %WinDir%\system32\msra.exe /OfferRA, input the target IP address, an error dialog immediately appears stating "Your offer to hlep could not be sent."
    Monday, May 16, 2016 5:27 PM