A program could not start - remote assistance error

[Guest]

I am attempting to solicite a remote assistance invitation to a user in my
domain. Both of our computers are running Win XP w/SP2. Both policies of
"Offer Remote Assistance" and "Solicited Remote Assistance" are enabled for
our domain GPO. Sending invitations works normally with all other machines.

I ran through some basic troubleshooting stuff like checking the registry
keys under HKLM/System/CurrentControlSet/Control/Terminal Server. The same
keys in my machine and others are also on this user's PC. Inside System
Properties, both RDP and RA are checked/enabled.

I then noticed the "Remote Desktop Help Session Manager" was not listed in
her services console, however it is listed in mine. So I checked the
sessmgr.exe under \Windows\System32 and noticed that wasn't there either on
her PC. Instead, there was a file called sessmgr.setup.log. Inside that file
shows this towards the bottom:

********* Install/uninstall sessmgr service *********
Uninstalling sessmgr service

How do I get this service listed back inside the computer so I can send
invitations through RA successfully?

Thank you for any help possible!

 

[Ramesh, MS-MVP]

Hi Anthony,

See if this helps.

You receive an "A program has not started. Please try again" error message if you try to start Remote Assistance on a Windows XP Service Pack 2-based computer:
http://support.microsoft.com/kb/900904

--
Regards,

Ramesh Srinivasan, Microsoft MVP [Windows XP Shell/User]
Windows® XP Troubleshooting http://www.winhelponline.com


I am attempting to solicite a remote assistance invitation to a user in my
domain. Both of our computers are running Win XP w/SP2. Both policies of
"Offer Remote Assistance" and "Solicited Remote Assistance" are enabled for
our domain GPO. Sending invitations works normally with all other machines.

I ran through some basic troubleshooting stuff like checking the registry
keys under HKLM/System/CurrentControlSet/Control/Terminal Server. The same
keys in my machine and others are also on this user's PC. Inside System
Properties, both RDP and RA are checked/enabled.

I then noticed the "Remote Desktop Help Session Manager" was not listed in
her services console, however it is listed in mine. So I checked the
sessmgr.exe under \Windows\System32 and noticed that wasn't there either on
her PC. Instead, there was a file called sessmgr.setup.log. Inside that file
shows this towards the bottom:

********* Install/uninstall sessmgr service *********
Uninstalling sessmgr service

How do I get this service listed back inside the computer so I can send
invitations through RA successfully?

Thank you for any help possible!

 

[Ramesh, MS-MVP]

You're welcome Anthony. Good luck and keep us posted.

--
Regards,

Ramesh Srinivasan, Microsoft MVP [Windows XP Shell/User]
Windows® XP Troubleshooting http://www.winhelponline.com


Ramesh,

Thank you for responding. My searches on Microsoft were not good enough. You
found the article I was seeking. I will give this a shot and post back if I
run into more trouble. Thank you kindly!

Anthony

 

[Ramesh, MS-MVP]

Anthony,

Is the Remote Desktop Help Session Manager service now listed, after running the Sessionmgr command-line? Also check the Event log for any errors. It can sometimes provide vital clues on RA failures.

--
Regards,

Ramesh Srinivasan, Microsoft MVP [Windows XP Shell/User]
Windows® XP Troubleshooting http://www.winhelponline.com


Ramesh,

I just gave article #900904 a shot and it did not resolve the issue. The
error message "a program could not start" appears when trying to solicite a
remote assistance invitation.

I first checked System Properties to ensure both the remote assitance check
box is checked. I also went through computer management and verified the
"remote desktop help session manager" service is not listed. I then tried
"sessmgr.exe –service" from run dialog box. Nothing seemed to happen after
that last step. I restarted the computer and the service is still not listed
as well as remote assistance failing.

Any other recommendations? Thanks!

 

[Ramesh, MS-MVP]

Anthony,

From another XP system, export this registry key:

HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\RDSessMgr

Then merge the exported file to the subject computer. That should restore the missing Remote Desktop Help Session Manager (RDSessMgr) service.

--
Regards,

Ramesh Srinivasan, Microsoft MVP [Windows XP Shell/User]
Windows® XP Troubleshooting http://www.winhelponline.com


Also, here is a copy of the sessmgr.setup.log I found in the system32 folder.
It shows that the service was uninstalled near the bottom, however,
attempting to reinstall it did not work. Hopefully, this log file may aid in
my resolution =)

---------------------------------------------------------------------------------------
********* Install/uninstall sessmgr service *********
Installing sessmgr service
HelpAssistant account name - HelpAssistant

Entering UpgradeSessmgr
Setting policy registry key
B1 policy key does not exist
Setting fAllowGetHelp policy key result - 0
Leaving UpgradeSessmgr
Successfully setup account

Entering CServiceModule::RegisterServer 1, 1
Installing service...

Entering CServiceModule::IsInstalled()
OpenService() failed with 1060
Leaving IsInstalled() - 0

Entering CServiceModule::Install()...

Entering CServiceModule::IsInstalled()
OpenService() failed with 1060
Leaving IsInstalled() - 0
Leaving CServiceModule::Install() - 0
successfully installing service...

Entering CServiceModule::IsInstalled()
OpenService() Succeeded
Leaving IsInstalled() - 1
Exiting RemoveEventViewerSource() with status code 2...
Leaving CServiceModule::RegisterServer 0x00000000

Entering CreatePendingHelpTable
CreatePendingHelpTable() return 0

*** Finish Setup with Status 0x00000000 ***


********* Install/uninstall sessmgr service *********
Uninstalling sessmgr service
Delete pending table return 5
Initialize help account return 0x00000000
Delete help account return 0x00000000

Entering CServiceModule::UnregisterServer

Entering CServiceModule::Uninstall()...

Entering CServiceModule::IsInstalled()
OpenService() Succeeded
Leaving IsInstalled() - 1
Leaving CServiceModule::Uninstall()
Leaving CServiceModule::UnregisterServer() - 0x00000000
UnregisterServer() returns 0x00000000

*** Finish Setup with Status 0x00000000 ***
---------------------------------------------------------------------------------------

 

[Ramesh, MS-MVP]

No ideas ATM, Anthony. Will make a note of this problem though. Meanwhile, you may try this in the following newsgroups:

microsoft.public.windowsxp.work_remotely

--
Regards,

Ramesh Srinivasan, Microsoft MVP [Windows XP Shell/User]
Windows® XP Troubleshooting http://www.winhelponline.com


Performing this task did install the service after restarting. The Remote
Desktop Help Session Manager service is now listed in the services console
and sessmgr.exed is in the system32 directory.

I checked dependencies to ensure nothing else would restrict, however, I am
still unable to send an invitation. I have tried restarting the computer and
service alone but a new error message appears:

"Configuration Manager: The specified device instance handle does not
correspond to a present device"

I am researching this message now and will post back if I am able to resolve
this. In the meantime, if you have any additional suggestions please let me
know.

Many thanks Ramesh!

Anthony

 

[Debbie Kearns]

before trying too much...try this simple fix

Finally...all day working on this....but i finally figured it out..i
think. While i've gone thru every other step listed on every website
and forum out on the web...the trick that finally made this work for me
was to ENABLE "TERMINAL SERVICES."

from a command prompt: services.msc
Under "SERVICES" find TERMINAL SERVICES, rt click it, properties and
then choose STARTUP TYPE as AUTOMATIC and then START the service...this
finally did it for me...hope this helps!! cpb


--
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Here's a problem: the Microsoft Support website won't work anymore because
of a problem that Microsoft shuts down all the Security Update websites,
especially Avast, AVG, McAfee and Windows Updates! Every time I click on any
security website on its link, nothing shows up, and it always fails to
connect! It seems my computer is self-destructing! Is there a phone number
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[Bob Lucas]

Here's a problem: the Microsoft Support website won't work anymore
because
of a problem that Microsoft shuts down all the Security Update
websites,
especially Avast, AVG, McAfee and Windows Updates! Every time I click
on any
security website on its link, nothing shows up, and it always fails to
connect! It seems my computer is self-destructing! Is there a phone
number
for Microsoft Customer Support?

"Microsoft" does NOT shut down Security Update websites. The symptoms
suggest that your computer is infected with a virus or other malicious
software.

Please start a new post for your problem.

In the meantime, you could try the procedure described in
http://tech.amikelive.com/node-144/tdss-trojan-and-bediddle-adware-removal-guide/.