Windows XP: Remote Assistance Handshake Problem (for MS-MVP only, please)

  • Thread starter Thread starter Ian
  • Start date Start date
I

Ian

Hello,

I could use some help troubleshooting issues with Windows XP Remote
Assistance (providing remote assistance via the Internet).

Environment for Expert (User Providing Remote Assistance):
- Windows XP Professional with All Critical Updates Applied
- MSN Messenger 6.1.0207 (latest)
- Firewall: SMC 7004VBR Barricade Cable/DSL Broadband Router; latest
firmware
(this is a hardware firewall that supports UPnP traversal)

Environment for Client (User Requesting Remote Assistance)
- Windows XP Home with All Critical Updates Applied
- MSN Messenger 6.1.0207 (latest)
- Firewall: Built-in Internet Connection Firewall (ICF)

Problem Scenario:
1. Client & Expert are both running MSN Messenger.
2. Client issues request for Remote Assistance via MSN Messenger.
3. Expert accepts request for Remote Assistance.
4a. If client has ICF enabled, Remote Assistance session CANNOT be
established.
4b. If client has ICF disabled, Remote Assistance session CAN be
established.

Troubleshooting:
Looking in the Client's system event log, I find the following events
(summarized for presentation here):

Event Type | Event Source | Event ID | User |
Description

#1: Information | Service Control Manager | 7035 | NT AUTHORITY\SYSTEM |
"The Remote Desktop Help Session Manager service was successfully
sent a start control."

#2: Information | Service Control Manager | 7036 | N/A |
"The Remote Desktop Help Session Manager service entered the running
state."

#3: Information | Remote Desktop Help Session Manager | 18 | N/A |
"User <machine>\<username> has started a Remote Assistance
connection to 192.168.0.100"

#4: Error | TermDD | 50 | N/A |
"The RDP protocol component X.224 detected an error in the protocol
stream and has disconnected the client."

Analysis

As you can see in message #3, the client machine has received my "internal"
/ "non-routable" (LAN) IP address rather than my router's "external" /
"public" (WAN) IP address and that's obviously why it cannot complete the
handshake process. It appears to be a breakdown in UPnP somewhere - either
in the traversal of my UPNP-enabled firewall or with how things are
interpreted on the Client's computer by ICF.

To further complicate matters, the scenario described DID work as little as
one week ago. And, it continues to work for two OTHER similarly-configured
Client computers even now.

I can provide further information on troubleshooting steps taken upon
request...

Any suggestions? From the experts (MS-MVPs) ONLY please unless you know
what UPnP traversal is, what ICF does, and the difference between routable &
non-routable IP addresses.

Thanks,
Ian
 
This KB article explains the connection process...

http://support.microsoft.com/default.aspx?scid=kb;en-us;Q301529

Make sure UPnP is started and set to "Automatic" on the client PC...go to "Start -> Run ->
services.msc" and look for the "Universal Plug and Play Host" line.

--
Al Jarvi (MS-MVP Windows Networking)

Please post *ALL* questions and replies to the news group for the mutual benefit of all of us...
The MS-MVP Program - http://mvp.support.microsoft.com
This posting is provided "AS IS" with no warranties, and confers no rights...
 
There is also a Universal Plug and Play component in Windows setup
that also provides functionality. Add/Remove Windows Components...

**** PLEASE INSTALL THE MS04-007 SECURITY PATCH - ASN.1 Vulnerability
Could Allow Code Execution (828028) ***
http://www.microsoft.com/technet/treeview/?url=/technet/security/bulletin/MS04-007.asp


Jeffrey Randow (Windows Net. & Smart Display MVP)
(e-mail address removed)

Please post all responses to the newsgroups for the benefit
of all USENET users. Messages sent via email may or may not
be answered depending on time availability....

Remote Networking Technology Support Site -
http://www.remotenetworktechnology.com
Windows XP Expert Zone - http://www.microsoft.com/windowsxp/expertzone
 
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