Vista - Remote Assistance in Vista

Any word on this? We're having the same problem with two RTM machines as well.

The problem appears to be linked with an antivirus installation. We are
working this and will release an update. Please confirm that the problem goes
away if AV is not installed.

"City_DeSoto" wrote:

> Any word on this? We're having the same problem with two RTM machines as well.

I'm almost positive the issue is a conflict with our virus scan
software. Remote assistance to our test machines worked fine UNTIL we
loaded mcafee VirusScan enterprise.

Anyone ever find a solution? We can get connected if the user sends a
request invitation, but thats not the optimal solution for us.


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jfrank
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For you to "remote assist" another computer you MUST have an invite from
that computer. You can not just barge in there whenever you like. The person
who sits at that computer controls when you may enter - by inviting you to
do so.

Are you asking about remote desktop perhaps?

--


Regards,

Richard Urban
Microsoft MVP Windows Shell/User
(For email, remove the obvious from my address)

Quote from George Ankner:
If you knew as much as you think you know,
You would realize that you don't know what you thought you knew!

"jfrank" <jfrank.2r57ji@DoNotSpam.com> wrote in message
news:jfrank.2r57ji@DoNotSpam.com...
>
> I'm almost positive the issue is a conflict with our virus scan
> software. Remote assistance to our test machines worked fine UNTIL we
> loaded mcafee VirusScan enterprise.
>
> Anyone ever find a solution? We can get connected if the user sends a
> request invitation, but thats not the optimal solution for us.
>
>
> --
> jfrank
> ------------------------------------------------------------------------
> jfrank's Profile: http://forums.techarena.in/member.php?userid=26011
> View this thread: http://forums.techarena.in/showthread.php?t=660748
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>

The problem is when offering remote assistance to a user from the help
desk computer, an error message, along with the "authorize remote
assistance" window is thrown up on the client side. even if they choose
"yes", the error prevents the ra from connecting correctly.

If they use the email function and send a help request file to the help
desk, the connection will work as normal.

This issue only cropped up after VirusScan 8.5i was loaded onto the
user computer. prior to that, both methods of initiating remote
assistance, "Offer to help someone" and "Invite someone you trust to
help" functioned.

While having the user initiate the help session with an RA Ticket
works, its much more convenient to be able to offer the assistance
directly from the Help desk.

As recorded in the intial post of this thread, the event log error is:

Eventlog:
Application will terminate, a critical error was detected in
d:\vistartm\base\diagnosis\ra\ui\novinterdialog.cp p Line 4553
Function
OnErrorProc


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We also have Windows Vista Business and we are running Symantec
Antivirus (v10.2) and have the exact same issue. I'm sure that both
McAffee and Symantec can't be using the same scanning engine, so has
anyone tried this and also disabled other features related to virus
scanning, like Windows Defender? I'm going to try it myself, but I am
thinking possibly the built in Windows programs are not gelling well
with the purchased ones.


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mattchitech
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I called Symantec support on this issue, the support guy on the phone said
they didn't have any internal KB articles written yet and didn't know what
Remote Assistance was...

I would urge you to contact Symantec support to let them know that you're
having that problem and see if maybe we could get them to fix it. But
somehow I feel this could be a Vista bug since it affects both Symantec and
McAffee.

Regards,
Ben

"mattchitech" <mattchitech.2rcozp@DoNotSpam.com> wrote in message
news:mattchitech.2rcozp@DoNotSpam.com...
>
> We also have Windows Vista Business and we are running Symantec
> Antivirus (v10.2) and have the exact same issue. I'm sure that both
> McAffee and Symantec can't be using the same scanning engine, so has
> anyone tried this and also disabled other features related to virus
> scanning, like Windows Defender? I'm going to try it myself, but I am
> thinking possibly the built in Windows programs are not gelling well
> with the purchased ones.
>
>
> --
> mattchitech
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There is a hotfix in Microsof support site to correct this problem. Look
KB 937385. I´m using symantec and now it´s ok.


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psayeg
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Good work psayeg,

I installed the KB 937385 patch from Microsoft and the patch solved our problem. We installed the patch on two machines and RA works perfectly now. Thanks again.