I posted this in another area, checking to see if it was related to another
issue, and it was suggested that I report here.

Basically, I have been upgrading Windows 2000 Pro workstations to Windows XP
Pro, applying SP2, then Microsoft Update.

After all of this takes place, I can connect to the machine using Remote
Desktop, but when I attempt to use Help and Support, it behaves wierd. For
example, I enter the IP address, it shows me the user name, I click connect,
but then it wants me to log onto the machine, if I attempt to do this, it
then warns me that it will log off the user I am attempting to help.

---
The machine is part of a domain, and I use group policies. I have a domain
GPO that I have created for a set of Default Firewall Settings for SP2,
included in those settings are teh Help and Support programs as suggested by
another Microsoft Whitepaper.

I mention all of this, because this is a domain policy and I have lots of
OEM Windows XP Pro SP2 machines that this works like a charm for. THIS ISSUE
OR BAHAVIOUR IS ONLY HAPPENING ON THESE MACHINES THAT I AM UPGRADING TO
WINDOWS XP PRO SP2 from WINDOWS 2000 PRO.

The related issue that I have submitted on another forum is that when I
attempt to remotely connect to the Event Viewer or the Registry I get an
Access Denied. But I was told this had nothing to do with this issue and to
post here.

Thanks in advance for the help.

J

Hi,

Thanks for posting here.

From your post, my understanding of this issue is: after upgrading Windows
2000 Pro workstations to Windows XP Pro, when you attempt to use Help and
Support to connect the XP Pro system, you will log off immediately after
logon. If this is not correct, please feel free to let me know.

I noticed that you are able to connect the upgraded XP Pro system via
Remote Desktop, but I am afraid I am not very sure what you meant about
"use Help and Support to connect the XP Pro system". Did you mean Remote
Assistance? Could you please let me know the detailed and entire process
step by step? If it is Remote Assistance, it is Solicited or not? For
more information about Remote Assistance, you may refer to the following KB
articles:

306496 How to configure or disable Solicited Remote Assistance in Windows XP
http://support.microsoft.com/default...b;EN-US;306496

300546 Overview of Remote Assistance in Windows XP
http://support.microsoft.com/default...b;EN-US;300546

The detailed information of this issue will help us find the root cause as
soon as possible, and I will follow your process to perform some tests on
my side to attempt to reproduce the weird issue.

Thanks for your time and efforts! I look forward to hearing from your soon!

Have a nice day!

Sincerely,
Tom Che
Microsoft Online Partner Support
Get Secure! - www.microsoft.com/security

================================================== ===
When responding to posts, please "Reply to Group" via your newsreader so
that others may learn and benefit from your issue.
================================================== ===
This posting is provided "AS IS" with no warranties, and confers no rights.

--------------------
>Thread-Topic: Help and Support - Windows 2000 Upgrade to XP
>thread-index: AcXvcT44C5ict8b7SDS70Xxe6zEAKw==
>X-WBNR-Posting-Host: 209.217.222.70
>From: "=?Utf-8?B?U211cmZtYW4=?=" <smurfman@news.postalias>
>Subject: Help and Support - Windows 2000 Upgrade to XP
>Date: Tue, 22 Nov 2005 06:30:10 -0800
>Lines: 31
>Message-ID: <E4682629-F829-4B60-85FE-74CB91538814@microsoft.com>
>MIME-Version: 1.0
>Content-Type: text/plain;
> charset="Utf-8"
>Content-Transfer-Encoding: 7bit
>X-Newsreader: Microsoft CDO for Windows 2000
>Content-Class: urn:content-classes:message
>Importance: normal
>Priority: normal
>X-MimeOLE: Produced By Microsoft MimeOLE V6.00.3790.0
>Newsgroups: microsoft.public.windowsxp.help_and_support
>NNTP-Posting-Host: TK2MSFTNGXA03.phx.gbl 10.40.2.250
>Path: TK2MSFTNGXA02.phx.gbl!TK2MSFTNGP08.phx.gbl!TK2MSFT NGXA03.phx.gbl
>Xref: TK2MSFTNGXA02.phx.gbl
microsoft.public.windowsxp.help_and_support:600899
>X-Tomcat-NG: microsoft.public.windowsxp.help_and_support
>
>I posted this in another area, checking to see if it was related to
another
>issue, and it was suggested that I report here.
>
>Basically, I have been upgrading Windows 2000 Pro workstations to Windows
XP
>Pro, applying SP2, then Microsoft Update.
>
>After all of this takes place, I can connect to the machine using Remote
>Desktop, but when I attempt to use Help and Support, it behaves wierd.
For
>example, I enter the IP address, it shows me the user name, I click
connect,
>but then it wants me to log onto the machine, if I attempt to do this, it
>then warns me that it will log off the user I am attempting to help.
>
>---
>The machine is part of a domain, and I use group policies. I have a
domain
>GPO that I have created for a set of Default Firewall Settings for SP2,
>included in those settings are teh Help and Support programs as suggested
by
>another Microsoft Whitepaper.
>
>I mention all of this, because this is a domain policy and I have lots of
>OEM Windows XP Pro SP2 machines that this works like a charm for. THIS
ISSUE
>OR BAHAVIOUR IS ONLY HAPPENING ON THESE MACHINES THAT I AM UPGRADING TO
>WINDOWS XP PRO SP2 from WINDOWS 2000 PRO.
>
>The related issue that I have submitted on another forum is that when I
>attempt to remotely connect to the Event Viewer or the Registry I get an
>Access Denied. But I was told this had nothing to do with this issue and
to
>post here.
>
>Thanks in advance for the help.
>
>J
>

Scenerio 1 (THIS WORKS)
If I use Remote Desktop I can connect to the workstation

Scenerio 2 (THIS DOES NOT WORK)
Start --> Help and Support --> Tools Link --> "Offer Remote Assistance" on
left
Enter the IP of the machine
It returns that UserXYZ is logged in
Connect
Launches the Help and Support window, then attempts to log onto the
machine, the left pane reports waiting for response. The main pane, gives me
my domain logon box...if I attempt to connect then I get a message that I
will log the currently logged on user. Basically it is the behvaiour that
takes place if you were to remote desktop to a user who was already logged on.
---
I used the articles you mentioned and other hints to create a GPO that
applies to my machines to allow Remote Assistance and Remote Desktop. I know
it works since it is a domain policy and other XP machines that came with XP
OEM and had SP2 applied after work just fine.

On a related note, I submitted on another board an issue that after
performing the upgrade from W2K to XP and Applying SP2 that I can't connect
to Event Viewer or the Registry remotely...could the same services be linked
to remote assistance?

J




"Tom Che [MSFT]" wrote:

> Hi,
>
> Thanks for posting here.
>
> From your post, my understanding of this issue is: after upgrading Windows
> 2000 Pro workstations to Windows XP Pro, when you attempt to use Help and
> Support to connect the XP Pro system, you will log off immediately after
> logon. If this is not correct, please feel free to let me know.
>
> I noticed that you are able to connect the upgraded XP Pro system via
> Remote Desktop, but I am afraid I am not very sure what you meant about
> "use Help and Support to connect the XP Pro system". Did you mean Remote
> Assistance? Could you please let me know the detailed and entire process
> step by step? If it is Remote Assistance, it is Solicited or not? For
> more information about Remote Assistance, you may refer to the following KB
> articles:
>
> 306496 How to configure or disable Solicited Remote Assistance in Windows XP
> http://support.microsoft.com/default...b;EN-US;306496
>
> 300546 Overview of Remote Assistance in Windows XP
> http://support.microsoft.com/default...b;EN-US;300546
>
> The detailed information of this issue will help us find the root cause as
> soon as possible, and I will follow your process to perform some tests on
> my side to attempt to reproduce the weird issue.
>
> Thanks for your time and efforts! I look forward to hearing from your soon!
>
> Have a nice day!
>
> Sincerely,
> Tom Che
> Microsoft Online Partner Support
> Get Secure! - www.microsoft.com/security
>
> ================================================== ===
> When responding to posts, please "Reply to Group" via your newsreader so
> that others may learn and benefit from your issue.
> ================================================== ===
> This posting is provided "AS IS" with no warranties, and confers no rights.
>
> --------------------
> >Thread-Topic: Help and Support - Windows 2000 Upgrade to XP
> >thread-index: AcXvcT44C5ict8b7SDS70Xxe6zEAKw==
> >X-WBNR-Posting-Host: 209.217.222.70
> >From: "=?Utf-8?B?U211cmZtYW4=?=" <smurfman@news.postalias>
> >Subject: Help and Support - Windows 2000 Upgrade to XP
> >Date: Tue, 22 Nov 2005 06:30:10 -0800
> >Lines: 31
> >Message-ID: <E4682629-F829-4B60-85FE-74CB91538814@microsoft.com>
> >MIME-Version: 1.0
> >Content-Type: text/plain;
> > charset="Utf-8"
> >Content-Transfer-Encoding: 7bit
> >X-Newsreader: Microsoft CDO for Windows 2000
> >Content-Class: urn:content-classes:message
> >Importance: normal
> >Priority: normal
> >X-MimeOLE: Produced By Microsoft MimeOLE V6.00.3790.0
> >Newsgroups: microsoft.public.windowsxp.help_and_support
> >NNTP-Posting-Host: TK2MSFTNGXA03.phx.gbl 10.40.2.250
> >Path: TK2MSFTNGXA02.phx.gbl!TK2MSFTNGP08.phx.gbl!TK2MSFT NGXA03.phx.gbl
> >Xref: TK2MSFTNGXA02.phx.gbl
> microsoft.public.windowsxp.help_and_support:600899
> >X-Tomcat-NG: microsoft.public.windowsxp.help_and_support
> >
> >I posted this in another area, checking to see if it was related to
> another
> >issue, and it was suggested that I report here.
> >
> >Basically, I have been upgrading Windows 2000 Pro workstations to Windows
> XP
> >Pro, applying SP2, then Microsoft Update.
> >
> >After all of this takes place, I can connect to the machine using Remote
> >Desktop, but when I attempt to use Help and Support, it behaves wierd.
> For
> >example, I enter the IP address, it shows me the user name, I click
> connect,
> >but then it wants me to log onto the machine, if I attempt to do this, it
> >then warns me that it will log off the user I am attempting to help.
> >
> >---
> >The machine is part of a domain, and I use group policies. I have a
> domain
> >GPO that I have created for a set of Default Firewall Settings for SP2,
> >included in those settings are teh Help and Support programs as suggested
> by
> >another Microsoft Whitepaper.
> >
> >I mention all of this, because this is a domain policy and I have lots of
> >OEM Windows XP Pro SP2 machines that this works like a charm for. THIS
> ISSUE
> >OR BAHAVIOUR IS ONLY HAPPENING ON THESE MACHINES THAT I AM UPGRADING TO
> >WINDOWS XP PRO SP2 from WINDOWS 2000 PRO.
> >
> >The related issue that I have submitted on another forum is that when I
> >attempt to remotely connect to the Event Viewer or the Registry I get an
> >Access Denied. But I was told this had nothing to do with this issue and
> to
> >post here.
> >
> >Thanks in advance for the help.
> >
> >J
> >
>
>

Hi,

Thanks for your detailed reply. Now I totally understand the weird issue.

However, I am unable to reproduce the issue on my side so far. I recommend
that we may perform some tests as below to narrow down the root cause:

1. Please use the problematic upgraded XP SP2 machine to initiate a Remote
Assistance - as a Solicited Remote Assistance. When you use "Offer Remote
Assistance" to logon the remote computer is similar with a Solicited Remote
Assistance. So this test can help us make sure whether the entire Remote
Assistance system is corrupted in the problematic workstation. For more
information about how to Sending a Remote Assistance Invitation, you may
refer to the KB300546 as I mentioned in last reply.

2. When the left pan reports "Waiting for an answer", what is the user name
attempts to logon the remote computer and force the logged on user to log
off? Is it HelpAssistant?

3. Is there any difference between the upgraded XP SP2 computers and OEM XP
SP2? Such as hardware, software, especially security software including
anti-virus or firewall software.

4. Please also let me know what OS you use to Offer Remote Assistance? Is
it a XP SP2 or 2003 Server?

5. Please let me know the upgrade process. For example, it was Windows 2000
Professional SP4, and upgraded to XP with SP1, and then installed XP SP2
later.

Since this is a very weird issue and I cannot find any similar issues in
our internal database, so we may need to more time to troubleshoot this
issue, I appreciate your patience. In addition, so far I am not sure
whether this issue is related to the Remote Registry and EventLog issues,
however, please rest assured that my colleague Ken Zhao is working hard on
those issues.

I look forward to hearing from you soon.

Have a nice day!

Sincerely,
Tom Che
Microsoft Online Partner Support
Get Secure! - www.microsoft.com/security

================================================== ===
When responding to posts, please "Reply to Group" via your newsreader so
that others may learn and benefit from your issue.
================================================== ===
This posting is provided "AS IS" with no warranties, and confers no rights.


--------------------
>Thread-Topic: Help and Support - Windows 2000 Upgrade to XP
>thread-index: AcXwPDW+yVjyyEz+QAq3zlhh90z3Ow==
>X-WBNR-Posting-Host: 209.217.222.70
>From: "=?Utf-8?B?U211cmZtYW4=?=" <smurfman@news.postalias>
>References: <E4682629-F829-4B60-85FE-74CB91538814@microsoft.com>
<vT38Z8#7FHA.2612@TK2MSFTNGXA02.phx.gbl>
>Subject: RE: Help and Support - Windows 2000 Upgrade to XP
>Date: Wed, 23 Nov 2005 06:43:04 -0800
>Lines: 141
>Message-ID: <6C03BECB-AA57-4E6A-A80D-9B660A62477B@microsoft.com>
>MIME-Version: 1.0
>Content-Type: text/plain;
> charset="Utf-8"
>Content-Transfer-Encoding: 7bit
>X-Newsreader: Microsoft CDO for Windows 2000
>Content-Class: urn:content-classes:message
>Importance: normal
>Priority: normal
>X-MimeOLE: Produced By Microsoft MimeOLE V6.00.3790.0
>Newsgroups: microsoft.public.windowsxp.help_and_support
>NNTP-Posting-Host: TK2MSFTNGXA03.phx.gbl 10.40.2.250
>Path: TK2MSFTNGXA02.phx.gbl!TK2MSFTNGP08.phx.gbl!TK2MSFT NGXA03.phx.gbl
>Xref: TK2MSFTNGXA02.phx.gbl
microsoft.public.windowsxp.help_and_support:601324
>X-Tomcat-NG: microsoft.public.windowsxp.help_and_support
>
>Scenerio 1 (THIS WORKS)
> If I use Remote Desktop I can connect to the workstation
>
>Scenerio 2 (THIS DOES NOT WORK)
> Start --> Help and Support --> Tools Link --> "Offer Remote Assistance"
on
>left
> Enter the IP of the machine
> It returns that UserXYZ is logged in
> Connect
> Launches the Help and Support window, then attempts to log onto the
>machine, the left pane reports waiting for response. The main pane, gives
me
>my domain logon box...if I attempt to connect then I get a message that I
>will log the currently logged on user. Basically it is the behvaiour that
>takes place if you were to remote desktop to a user who was already logged
on.
>---
>I used the articles you mentioned and other hints to create a GPO that
>applies to my machines to allow Remote Assistance and Remote Desktop. I
know
>it works since it is a domain policy and other XP machines that came with
XP
>OEM and had SP2 applied after work just fine.
>
>On a related note, I submitted on another board an issue that after
>performing the upgrade from W2K to XP and Applying SP2 that I can't
connect
>to Event Viewer or the Registry remotely...could the same services be
linked
>to remote assistance?
>
>J
>
>
>
>
>"Tom Che [MSFT]" wrote:
>
>> Hi,
>>
>> Thanks for posting here.
>>
>> From your post, my understanding of this issue is: after upgrading
Windows
>> 2000 Pro workstations to Windows XP Pro, when you attempt to use Help
and
>> Support to connect the XP Pro system, you will log off immediately after
>> logon. If this is not correct, please feel free to let me know.
>>
>> I noticed that you are able to connect the upgraded XP Pro system via
>> Remote Desktop, but I am afraid I am not very sure what you meant about
>> "use Help and Support to connect the XP Pro system". Did you mean
Remote
>> Assistance? Could you please let me know the detailed and entire
process
>> step by step? If it is Remote Assistance, it is Solicited or not? For
>> more information about Remote Assistance, you may refer to the following
KB
>> articles:
>>
>> 306496 How to configure or disable Solicited Remote Assistance in
Windows XP
>> http://support.microsoft.com/default...b;EN-US;306496
>>
>> 300546 Overview of Remote Assistance in Windows XP
>> http://support.microsoft.com/default...b;EN-US;300546
>>
>> The detailed information of this issue will help us find the root cause
as
>> soon as possible, and I will follow your process to perform some tests
on
>> my side to attempt to reproduce the weird issue.
>>
>> Thanks for your time and efforts! I look forward to hearing from your
soon!
>>
>> Have a nice day!
>>
>> Sincerely,
>> Tom Che
>> Microsoft Online Partner Support
>> Get Secure! - www.microsoft.com/security
>>
>> ================================================== ===
>> When responding to posts, please "Reply to Group" via your newsreader so
>> that others may learn and benefit from your issue.
>> ================================================== ===
>> This posting is provided "AS IS" with no warranties, and confers no
rights.
>>
>> --------------------
>> >Thread-Topic: Help and Support - Windows 2000 Upgrade to XP
>> >thread-index: AcXvcT44C5ict8b7SDS70Xxe6zEAKw==
>> >X-WBNR-Posting-Host: 209.217.222.70
>> >From: "=?Utf-8?B?U211cmZtYW4=?=" <smurfman@news.postalias>
>> >Subject: Help and Support - Windows 2000 Upgrade to XP
>> >Date: Tue, 22 Nov 2005 06:30:10 -0800
>> >Lines: 31
>> >Message-ID: <E4682629-F829-4B60-85FE-74CB91538814@microsoft.com>
>> >MIME-Version: 1.0
>> >Content-Type: text/plain;
>> > charset="Utf-8"
>> >Content-Transfer-Encoding: 7bit
>> >X-Newsreader: Microsoft CDO for Windows 2000
>> >Content-Class: urn:content-classes:message
>> >Importance: normal
>> >Priority: normal
>> >X-MimeOLE: Produced By Microsoft MimeOLE V6.00.3790.0
>> >Newsgroups: microsoft.public.windowsxp.help_and_support
>> >NNTP-Posting-Host: TK2MSFTNGXA03.phx.gbl 10.40.2.250
>> >Path: TK2MSFTNGXA02.phx.gbl!TK2MSFTNGP08.phx.gbl!TK2MSFT NGXA03.phx.gbl
>> >Xref: TK2MSFTNGXA02.phx.gbl
>> microsoft.public.windowsxp.help_and_support:600899
>> >X-Tomcat-NG: microsoft.public.windowsxp.help_and_support
>> >
>> >I posted this in another area, checking to see if it was related to
>> another
>> >issue, and it was suggested that I report here.
>> >
>> >Basically, I have been upgrading Windows 2000 Pro workstations to
Windows
>> XP
>> >Pro, applying SP2, then Microsoft Update.
>> >
>> >After all of this takes place, I can connect to the machine using
Remote
>> >Desktop, but when I attempt to use Help and Support, it behaves wierd.
>> For
>> >example, I enter the IP address, it shows me the user name, I click
>> connect,
>> >but then it wants me to log onto the machine, if I attempt to do this,
it
>> >then warns me that it will log off the user I am attempting to help.
>> >
>> >---
>> >The machine is part of a domain, and I use group policies. I have a
>> domain
>> >GPO that I have created for a set of Default Firewall Settings for SP2,
>> >included in those settings are teh Help and Support programs as
suggested
>> by
>> >another Microsoft Whitepaper.
>> >
>> >I mention all of this, because this is a domain policy and I have lots
of
>> >OEM Windows XP Pro SP2 machines that this works like a charm for. THIS
>> ISSUE
>> >OR BAHAVIOUR IS ONLY HAPPENING ON THESE MACHINES THAT I AM UPGRADING TO
>> >WINDOWS XP PRO SP2 from WINDOWS 2000 PRO.
>> >
>> >The related issue that I have submitted on another forum is that when I
>> >attempt to remotely connect to the Event Viewer or the Registry I get
an
>> >Access Denied. But I was told this had nothing to do with this issue
and
>> to
>> >post here.
>> >
>> >Thanks in advance for the help.
>> >
>> >J
>> >
>>
>>
>

Hey Tom, thanks for the extra steps...I will post my responses with your
questions:

"1. Please use the problematic upgraded XP SP2 machine to initiate a Remote
Assistance - as a Solicited Remote Assistance. When you use "Offer Remote
Assistance" to logon the remote computer is similar with a Solicited Remote
Assistance. So this test can help us make sure whether the entire Remote
Assistance system is corrupted in the problematic workstation. For more
information about how to Sending a Remote Assistance Invitation, you may
refer to the KB300546 as I mentioned in last reply."

-ANSWER- I had to change my policy to allow users Solicite requests for
assistance. The settings are as follows
...... Permit remote control of this computer: Allow helpers to remotely
control the computer
...... Maximum ticket time (value): 10
...... Maximum ticket time (units): Minutes
...... Method for sending e-mail invitations: Mailto

After I log on to the machine and start remote assistance (Start -->
Programs --> Remote Assistance) I can click the link to Invite Someone, I get
a message about Remote Assistanc eand Firewall Settings related to
email...but then I get the next screen that shows me the two methods, one
being the Microsoft Messanger and the other being Outlook Express. At that
point, I can not continue since neither option is available for users.
Outlook Express is not configured and neither is the Messanger.

"2. When the left pan reports "Waiting for an answer", what is the user name
attempts to logon the remote computer and force the logged on user to log
off? Is it HelpAssistant?"

-ANSWER- Once the left pane reports "Waiting for an answer" nothing takes
place on the remote machine, but rather at the "helper" machine I get the
legal notification box as part of our domain policy "Do not attempt..." blah
blah blah...after clicking OK, I get a standard Windows Logon Dialog Box.
The box is blank and only reports the domain in which the machine is attached
to. From there if I enter my administrator account (who is defined in the
list of permitted users) in the GPO, the logon process begins to take place.
After a few seconds, another dialog box pops up, and tells me that USERxyz is
currently logged on, continuing will log them off and they will lose any
unsaved data (not word for word but I think you understand). So at that
point I have to click no.

"3. Is there any difference between the upgraded XP SP2 computers and OEM XP
SP2? Such as hardware, software, especially security software including
anti-virus or firewall software."

-ANSWER- All of the upgraded machines are HP machines, the OEM machines are
also HP, but just newer. The software is basically the core which is yours,
and a few other programs that both machines have. Functionally speaking the
machines all work the same, the software all runs as expected. As far as
Anti-Virus, all of my machines run the same eTrust software, and the Firewall
is yours. I enforce many specific settings for all machines related to
Windows Firewall. The GPResults show that the machines in question are in
fact accepting and applying the GPO, as I also saw with allowing the remote
assistance change in question #1.

"4. Please also let me know what OS you use to Offer Remote Assistance? Is
it a XP SP2 or 2003 Server?"

-ANSWER- The remote assistance is XP SP2 to XP SP2.

"5. Please let me know the upgrade process. For example, it was Windows 2000
Professional SP4, and upgraded to XP with SP1, and then installed XP SP2
later."

-ANSWER- All of the upgraded machines thus far have been Windows 2000
Machines with ALL of the latest patches including the latest SP Rollup
package, that was the starting point. My steps were to run the core XP
install with SP1, after the install, I installed SP2 from my TechNet Disks,
then I perform the Microsoft Update (not the windows update).



RELATED TO THIS:
> Since this is a very weird issue and I cannot find any similar issues in
> our internal database, so we may need to more time to troubleshoot this
> issue, I appreciate your patience. In addition, so far I am not sure
> whether this issue is related to the Remote Registry and EventLog issues,
> however, please rest assured that my colleague Ken Zhao is working hard on
> those issues.

Ken suggested I change the winreg key permissions to make sure the "LOCAL
SERVICE" was included with Read Permissions. When I did this it fixed my
other issue.

HOWEVER - I did submit to him based on KB 313222 "How to Reset Security
Settings Back to the Defaults" that if I performed the steps outlined there,
that the it would reset my registry setting back, removing the Local Service
from the list. I noted to him and I will mention to you that the
secsetup.inf file mentioned in the %windir%/repair folder based on the KB was
outdated, it was listed as May 2002, where as my OEM machines had a AUG 2004
file. I installed the Windows XP Security Guide and Templates msi file from
Microsoft, and noted that there was a Setup Security.inf file there. I
copied that file to my machine in question, ran the secedit command in the KB
and it ran thru the settings and fixed my Remote Registry and Remote Event
Viewer issue. My concern is that the upgrade is not replacing this file, and
is leaving my machines with invalid security setting for the registry.

NOTE TOO, that I tried the Remote Assistance AFTER running the secedit
command to fix the registry and files permissions, but nothing changed in the
way of our issue above.

Thanks Tom

I hope this info helps.

J


"Tom Che [MSFT]" wrote:

> Hi,
>
> Thanks for your detailed reply. Now I totally understand the weird issue.
>
> However, I am unable to reproduce the issue on my side so far. I recommend
> that we may perform some tests as below to narrow down the root cause:
>
> 1. Please use the problematic upgraded XP SP2 machine to initiate a Remote
> Assistance - as a Solicited Remote Assistance. When you use "Offer Remote
> Assistance" to logon the remote computer is similar with a Solicited Remote
> Assistance. So this test can help us make sure whether the entire Remote
> Assistance system is corrupted in the problematic workstation. For more
> information about how to Sending a Remote Assistance Invitation, you may
> refer to the KB300546 as I mentioned in last reply.
>
> 2. When the left pan reports "Waiting for an answer", what is the user name
> attempts to logon the remote computer and force the logged on user to log
> off? Is it HelpAssistant?
>
> 3. Is there any difference between the upgraded XP SP2 computers and OEM XP
> SP2? Such as hardware, software, especially security software including
> anti-virus or firewall software.
>
> 4. Please also let me know what OS you use to Offer Remote Assistance? Is
> it a XP SP2 or 2003 Server?
>
> 5. Please let me know the upgrade process. For example, it was Windows 2000
> Professional SP4, and upgraded to XP with SP1, and then installed XP SP2
> later.
>
> Since this is a very weird issue and I cannot find any similar issues in
> our internal database, so we may need to more time to troubleshoot this
> issue, I appreciate your patience. In addition, so far I am not sure
> whether this issue is related to the Remote Registry and EventLog issues,
> however, please rest assured that my colleague Ken Zhao is working hard on
> those issues.
>
> I look forward to hearing from you soon.
>
> Have a nice day!
>
> Sincerely,
> Tom Che
> Microsoft Online Partner Support
> Get Secure! - www.microsoft.com/security
>
> ================================================== ===
> When responding to posts, please "Reply to Group" via your newsreader so
> that others may learn and benefit from your issue.
> ================================================== ===
> This posting is provided "AS IS" with no warranties, and confers no rights.
>
>
> --------------------
> >Thread-Topic: Help and Support - Windows 2000 Upgrade to XP
> >thread-index: AcXwPDW+yVjyyEz+QAq3zlhh90z3Ow==
> >X-WBNR-Posting-Host: 209.217.222.70
> >From: "=?Utf-8?B?U211cmZtYW4=?=" <smurfman@news.postalias>
> >References: <E4682629-F829-4B60-85FE-74CB91538814@microsoft.com>
> <vT38Z8#7FHA.2612@TK2MSFTNGXA02.phx.gbl>
> >Subject: RE: Help and Support - Windows 2000 Upgrade to XP
> >Date: Wed, 23 Nov 2005 06:43:04 -0800
> >Lines: 141
> >Message-ID: <6C03BECB-AA57-4E6A-A80D-9B660A62477B@microsoft.com>
> >MIME-Version: 1.0
> >Content-Type: text/plain;
> > charset="Utf-8"
> >Content-Transfer-Encoding: 7bit
> >X-Newsreader: Microsoft CDO for Windows 2000
> >Content-Class: urn:content-classes:message
> >Importance: normal
> >Priority: normal
> >X-MimeOLE: Produced By Microsoft MimeOLE V6.00.3790.0
> >Newsgroups: microsoft.public.windowsxp.help_and_support
> >NNTP-Posting-Host: TK2MSFTNGXA03.phx.gbl 10.40.2.250
> >Path: TK2MSFTNGXA02.phx.gbl!TK2MSFTNGP08.phx.gbl!TK2MSFT NGXA03.phx.gbl
> >Xref: TK2MSFTNGXA02.phx.gbl
> microsoft.public.windowsxp.help_and_support:601324
> >X-Tomcat-NG: microsoft.public.windowsxp.help_and_support
> >
> >Scenerio 1 (THIS WORKS)
> > If I use Remote Desktop I can connect to the workstation
> >
> >Scenerio 2 (THIS DOES NOT WORK)
> > Start --> Help and Support --> Tools Link --> "Offer Remote Assistance"
> on
> >left
> > Enter the IP of the machine
> > It returns that UserXYZ is logged in
> > Connect
> > Launches the Help and Support window, then attempts to log onto the
> >machine, the left pane reports waiting for response. The main pane, gives
> me
> >my domain logon box...if I attempt to connect then I get a message that I
> >will log the currently logged on user. Basically it is the behvaiour that
> >takes place if you were to remote desktop to a user who was already logged
> on.
> >---
> >I used the articles you mentioned and other hints to create a GPO that
> >applies to my machines to allow Remote Assistance and Remote Desktop. I
> know
> >it works since it is a domain policy and other XP machines that came with
> XP
> >OEM and had SP2 applied after work just fine.
> >
> >On a related note, I submitted on another board an issue that after
> >performing the upgrade from W2K to XP and Applying SP2 that I can't
> connect
> >to Event Viewer or the Registry remotely...could the same services be
> linked
> >to remote assistance?
> >
> >J
> >
> >
> >
> >
> >"Tom Che [MSFT]" wrote:
> >
> >> Hi,
> >>
> >> Thanks for posting here.
> >>
> >> From your post, my understanding of this issue is: after upgrading
> Windows
> >> 2000 Pro workstations to Windows XP Pro, when you attempt to use Help
> and
> >> Support to connect the XP Pro system, you will log off immediately after
> >> logon. If this is not correct, please feel free to let me know.
> >>
> >> I noticed that you are able to connect the upgraded XP Pro system via
> >> Remote Desktop, but I am afraid I am not very sure what you meant about
> >> "use Help and Support to connect the XP Pro system". Did you mean
> Remote
> >> Assistance? Could you please let me know the detailed and entire
> process
> >> step by step? If it is Remote Assistance, it is Solicited or not? For
> >> more information about Remote Assistance, you may refer to the following
> KB
> >> articles:
> >>
> >> 306496 How to configure or disable Solicited Remote Assistance in
> Windows XP
> >> http://support.microsoft.com/default...b;EN-US;306496
> >>
> >> 300546 Overview of Remote Assistance in Windows XP
> >> http://support.microsoft.com/default...b;EN-US;300546
> >>
> >> The detailed information of this issue will help us find the root cause
> as
> >> soon as possible, and I will follow your process to perform some tests
> on
> >> my side to attempt to reproduce the weird issue.
> >>
> >> Thanks for your time and efforts! I look forward to hearing from your
> soon!
> >>
> >> Have a nice day!
> >>
> >> Sincerely,
> >> Tom Che
> >> Microsoft Online Partner Support
> >> Get Secure! - www.microsoft.com/security
> >>
> >> ================================================== ===
> >> When responding to posts, please "Reply to Group" via your newsreader so
> >> that others may learn and benefit from your issue.
> >> ================================================== ===
> >> This posting is provided "AS IS" with no warranties, and confers no
> rights.
> >>
> >> --------------------
> >> >Thread-Topic: Help and Support - Windows 2000 Upgrade to XP
> >> >thread-index: AcXvcT44C5ict8b7SDS70Xxe6zEAKw==
> >> >X-WBNR-Posting-Host: 209.217.222.70
> >> >From: "=?Utf-8?B?U211cmZtYW4=?=" <smurfman@news.postalias>
> >> >Subject: Help and Support - Windows 2000 Upgrade to XP
> >> >Date: Tue, 22 Nov 2005 06:30:10 -0800
> >> >Lines: 31
> >> >Message-ID: <E4682629-F829-4B60-85FE-74CB91538814@microsoft.com>
> >> >MIME-Version: 1.0
> >> >Content-Type: text/plain;
> >> > charset="Utf-8"
> >> >Content-Transfer-Encoding: 7bit
> >> >X-Newsreader: Microsoft CDO for Windows 2000
> >> >Content-Class: urn:content-classes:message
> >> >Importance: normal
> >> >Priority: normal
> >> >X-MimeOLE: Produced By Microsoft MimeOLE V6.00.3790.0
> >> >Newsgroups: microsoft.public.windowsxp.help_and_support
> >> >NNTP-Posting-Host: TK2MSFTNGXA03.phx.gbl 10.40.2.250
> >> >Path: TK2MSFTNGXA02.phx.gbl!TK2MSFTNGP08.phx.gbl!TK2MSFT NGXA03.phx.gbl
> >> >Xref: TK2MSFTNGXA02.phx.gbl
> >> microsoft.public.windowsxp.help_and_support:600899
> >> >X-Tomcat-NG: microsoft.public.windowsxp.help_and_support
> >> >
> >> >I posted this in another area, checking to see if it was related to
> >> another
> >> >issue, and it was suggested that I report here.
> >> >
> >> >Basically, I have been upgrading Windows 2000 Pro workstations to
> Windows
> >> XP
> >> >Pro, applying SP2, then Microsoft Update.
> >> >
> >> >After all of this takes place, I can connect to the machine using
> Remote
> >> >Desktop, but when I attempt to use Help and Support, it behaves wierd.
> >> For
> >> >example, I enter the IP address, it shows me the user name, I click
> >> connect,
> >> >but then it wants me to log onto the machine, if I attempt to do this,
> it
> >> >then warns me that it will log off the user I am attempting to help.
> >> >
> >> >---
> >> >The machine is part of a domain, and I use group policies. I have a
> >> domain
> >> >GPO that I have created for a set of Default Firewall Settings for SP2,
> >> >included in those settings are teh Help and Support programs as
> suggested
> >> by
> >> >another Microsoft Whitepaper.
> >> >
> >> >I mention all of this, because this is a domain policy and I have lots
> of
> >> >OEM Windows XP Pro SP2 machines that this works like a charm for. THIS
> >> ISSUE
> >> >OR BAHAVIOUR IS ONLY HAPPENING ON THESE MACHINES THAT I AM UPGRADING TO
> >> >WINDOWS XP PRO SP2 from WINDOWS 2000 PRO.
> >> >
> >> >The related issue that I have submitted on another forum is that when I
> >> >attempt to remotely connect to the Event Viewer or the Registry I get
> an
> >> >Access Denied. But I was told this had nothing to do with this issue
> and
> >> to
> >> >post here.
> >> >
> >> >Thanks in advance for the help.
> >> >
> >> >J
> >> >
> >>
> >>
> >
>
>

Hi,

Thanks for your reply!

I am glad to hear that the Remote Registry and EventLog issues have been
resolved.

I understand that you are unable to initiate a Solicited Remote Assistance
via your new policy. However, I don't recommend that you use Group Policy
to set the related settings as you mentioned.

Actually, you can find the following information in the Explain tab of the
Solicited Remote Assistance policy:

"If the status is set to Not Configured, users can enable or disable and
configure Remote Assistance themselves in System properties in Control
Panel. If the status is set to Not Configured, the default maximum time a
Remote Assistance invitation can stay open is determined by the Control
Panel setting."

Therefore, if you don't configure this policy, you still can enable
Solicited Remote Assistance via the Remote tab of System Properties control
panel. I still recommend you may refer to the following KB article to test
the issue with Solicited Remote Assistance:

300546 Overview of Remote Assistance in Windows XP
http://support.microsoft.com/default...b;EN-US;300546

Furthermore, I am researching your other detailed information and will get
back to you as soon as possible. I appreciate your patience.

Have a nice day!

Sincerely,
Tom Che
Microsoft Online Partner Support
Get Secure! - www.microsoft.com/security

================================================== ===
When responding to posts, please "Reply to Group" via your newsreader so
that others may learn and benefit from your issue.
================================================== ===
This posting is provided "AS IS" with no warranties, and confers no rights.

--------------------
>Thread-Topic: Help and Support - Windows 2000 Upgrade to XP
>thread-index: AcX0WherPsVexlUmRvODPmo/2NwXnQ==
>X-WBNR-Posting-Host: 209.217.222.70
>From: "=?Utf-8?B?U211cmZtYW4=?=" <smurfman@news.postalias>
>References: <E4682629-F829-4B60-85FE-74CB91538814@microsoft.com>
<vT38Z8#7FHA.2612@TK2MSFTNGXA02.phx.gbl>
<6C03BECB-AA57-4E6A-A80D-9B660A62477B@microsoft.com>
<tMK0LKP8FHA.2852@TK2MSFTNGXA02.phx.gbl>
>Subject: RE: Help and Support - Windows 2000 Upgrade to XP
>Date: Mon, 28 Nov 2005 12:27:03 -0800
>Lines: 360
>Message-ID: <DD95E70B-3D24-450A-BC40-129161D3C139@microsoft.com>
>MIME-Version: 1.0
>Content-Type: text/plain;
> charset="Utf-8"
>Content-Transfer-Encoding: 7bit
>X-Newsreader: Microsoft CDO for Windows 2000
>Content-Class: urn:content-classes:message
>Importance: normal
>Priority: normal
>X-MimeOLE: Produced By Microsoft MimeOLE V6.00.3790.0
>Newsgroups: microsoft.public.windowsxp.help_and_support
>NNTP-Posting-Host: TK2MSFTNGXA03.phx.gbl 10.40.2.250
>Path: TK2MSFTNGXA02.phx.gbl!TK2MSFTNGP08.phx.gbl!TK2MSFT NGXA03.phx.gbl
>Xref: TK2MSFTNGXA02.phx.gbl
microsoft.public.windowsxp.help_and_support:602854
>X-Tomcat-NG: microsoft.public.windowsxp.help_and_support
>
>Hey Tom, thanks for the extra steps...I will post my responses with your
>questions:
>
>"1. Please use the problematic upgraded XP SP2 machine to initiate a
Remote
>Assistance - as a Solicited Remote Assistance. When you use "Offer Remote
>Assistance" to logon the remote computer is similar with a Solicited
Remote
>Assistance. So this test can help us make sure whether the entire Remote
>Assistance system is corrupted in the problematic workstation. For more
>information about how to Sending a Remote Assistance Invitation, you may
>refer to the KB300546 as I mentioned in last reply."
>
>-ANSWER- I had to change my policy to allow users Solicite requests for
>assistance. The settings are as follows
>..... Permit remote control of this computer: Allow helpers to remotely
>control the computer
>..... Maximum ticket time (value): 10
>..... Maximum ticket time (units): Minutes
>..... Method for sending e-mail invitations: Mailto
>
>After I log on to the machine and start remote assistance (Start -->
>Programs --> Remote Assistance) I can click the link to Invite Someone, I
get
>a message about Remote Assistanc eand Firewall Settings related to
>email...but then I get the next screen that shows me the two methods, one
>being the Microsoft Messanger and the other being Outlook Express. At
that
>point, I can not continue since neither option is available for users.
>Outlook Express is not configured and neither is the Messanger.
>
>"2. When the left pan reports "Waiting for an answer", what is the user
name
>attempts to logon the remote computer and force the logged on user to log
>off? Is it HelpAssistant?"
>
>-ANSWER- Once the left pane reports "Waiting for an answer" nothing takes
>place on the remote machine, but rather at the "helper" machine I get the
>legal notification box as part of our domain policy "Do not attempt..."
blah
>blah blah...after clicking OK, I get a standard Windows Logon Dialog Box.
>The box is blank and only reports the domain in which the machine is
attached
>to. From there if I enter my administrator account (who is defined in the
>list of permitted users) in the GPO, the logon process begins to take
place.
>After a few seconds, another dialog box pops up, and tells me that USERxyz
is
>currently logged on, continuing will log them off and they will lose any
>unsaved data (not word for word but I think you understand). So at that
>point I have to click no.
>
>"3. Is there any difference between the upgraded XP SP2 computers and OEM
XP
>SP2? Such as hardware, software, especially security software including
>anti-virus or firewall software."
>
>-ANSWER- All of the upgraded machines are HP machines, the OEM machines
are
>also HP, but just newer. The software is basically the core which is
yours,
>and a few other programs that both machines have. Functionally speaking
the
>machines all work the same, the software all runs as expected. As far as
>Anti-Virus, all of my machines run the same eTrust software, and the
Firewall
>is yours. I enforce many specific settings for all machines related to
>Windows Firewall. The GPResults show that the machines in question are in
>fact accepting and applying the GPO, as I also saw with allowing the
remote
>assistance change in question #1.
>
>"4. Please also let me know what OS you use to Offer Remote Assistance?
Is
>it a XP SP2 or 2003 Server?"
>
>-ANSWER- The remote assistance is XP SP2 to XP SP2.
>
>"5. Please let me know the upgrade process. For example, it was Windows
2000
>Professional SP4, and upgraded to XP with SP1, and then installed XP SP2
>later."
>
>-ANSWER- All of the upgraded machines thus far have been Windows 2000
>Machines with ALL of the latest patches including the latest SP Rollup
>package, that was the starting point. My steps were to run the core XP
>install with SP1, after the install, I installed SP2 from my TechNet
Disks,
>then I perform the Microsoft Update (not the windows update).
>
>
>
>RELATED TO THIS:
>> Since this is a very weird issue and I cannot find any similar issues in
>> our internal database, so we may need to more time to troubleshoot this
>> issue, I appreciate your patience. In addition, so far I am not sure
>> whether this issue is related to the Remote Registry and EventLog
issues,
>> however, please rest assured that my colleague Ken Zhao is working hard
on
>> those issues.
>
>Ken suggested I change the winreg key permissions to make sure the "LOCAL
>SERVICE" was included with Read Permissions. When I did this it fixed my
>other issue.
>
>HOWEVER - I did submit to him based on KB 313222 "How to Reset Security
>Settings Back to the Defaults" that if I performed the steps outlined
there,
>that the it would reset my registry setting back, removing the Local
Service
>from the list. I noted to him and I will mention to you that the
>secsetup.inf file mentioned in the %windir%/repair folder based on the KB
was
>outdated, it was listed as May 2002, where as my OEM machines had a AUG
2004
>file. I installed the Windows XP Security Guide and Templates msi file
from
>Microsoft, and noted that there was a Setup Security.inf file there. I
>copied that file to my machine in question, ran the secedit command in the
KB
>and it ran thru the settings and fixed my Remote Registry and Remote Event
>Viewer issue. My concern is that the upgrade is not replacing this file,
and
>is leaving my machines with invalid security setting for the registry.
>
>NOTE TOO, that I tried the Remote Assistance AFTER running the secedit
>command to fix the registry and files permissions, but nothing changed in
the
>way of our issue above.
>
>Thanks Tom
>
>I hope this info helps.
>
>J
>
>
>"Tom Che [MSFT]" wrote:
>
>> Hi,
>>
>> Thanks for your detailed reply. Now I totally understand the weird
issue.
>>
>> However, I am unable to reproduce the issue on my side so far. I
recommend
>> that we may perform some tests as below to narrow down the root cause:
>>
>> 1. Please use the problematic upgraded XP SP2 machine to initiate a
Remote
>> Assistance - as a Solicited Remote Assistance. When you use "Offer
Remote
>> Assistance" to logon the remote computer is similar with a Solicited
Remote
>> Assistance. So this test can help us make sure whether the entire
Remote
>> Assistance system is corrupted in the problematic workstation. For more
>> information about how to Sending a Remote Assistance Invitation, you may
>> refer to the KB300546 as I mentioned in last reply.
>>
>> 2. When the left pan reports "Waiting for an answer", what is the user
name
>> attempts to logon the remote computer and force the logged on user to
log
>> off? Is it HelpAssistant?
>>
>> 3. Is there any difference between the upgraded XP SP2 computers and OEM
XP
>> SP2? Such as hardware, software, especially security software including
>> anti-virus or firewall software.
>>
>> 4. Please also let me know what OS you use to Offer Remote Assistance?
Is
>> it a XP SP2 or 2003 Server?
>>
>> 5. Please let me know the upgrade process. For example, it was Windows
2000
>> Professional SP4, and upgraded to XP with SP1, and then installed XP SP2
>> later.
>>
>> Since this is a very weird issue and I cannot find any similar issues in
>> our internal database, so we may need to more time to troubleshoot this
>> issue, I appreciate your patience. In addition, so far I am not sure
>> whether this issue is related to the Remote Registry and EventLog
issues,
>> however, please rest assured that my colleague Ken Zhao is working hard
on
>> those issues.
>>
>> I look forward to hearing from you soon.
>>
>> Have a nice day!
>>
>> Sincerely,
>> Tom Che
>> Microsoft Online Partner Support
>> Get Secure! - www.microsoft.com/security
>>
>> ================================================== ===
>> When responding to posts, please "Reply to Group" via your newsreader so
>> that others may learn and benefit from your issue.
>> ================================================== ===
>> This posting is provided "AS IS" with no warranties, and confers no
rights.
>>
>>
>> --------------------
>> >Thread-Topic: Help and Support - Windows 2000 Upgrade to XP
>> >thread-index: AcXwPDW+yVjyyEz+QAq3zlhh90z3Ow==
>> >X-WBNR-Posting-Host: 209.217.222.70
>> >From: "=?Utf-8?B?U211cmZtYW4=?=" <smurfman@news.postalias>
>> >References: <E4682629-F829-4B60-85FE-74CB91538814@microsoft.com>
>> <vT38Z8#7FHA.2612@TK2MSFTNGXA02.phx.gbl>
>> >Subject: RE: Help and Support - Windows 2000 Upgrade to XP
>> >Date: Wed, 23 Nov 2005 06:43:04 -0800
>> >Lines: 141
>> >Message-ID: <6C03BECB-AA57-4E6A-A80D-9B660A62477B@microsoft.com>
>> >MIME-Version: 1.0
>> >Content-Type: text/plain;
>> > charset="Utf-8"
>> >Content-Transfer-Encoding: 7bit
>> >X-Newsreader: Microsoft CDO for Windows 2000
>> >Content-Class: urn:content-classes:message
>> >Importance: normal
>> >Priority: normal
>> >X-MimeOLE: Produced By Microsoft MimeOLE V6.00.3790.0
>> >Newsgroups: microsoft.public.windowsxp.help_and_support
>> >NNTP-Posting-Host: TK2MSFTNGXA03.phx.gbl 10.40.2.250
>> >Path: TK2MSFTNGXA02.phx.gbl!TK2MSFTNGP08.phx.gbl!TK2MSFT NGXA03.phx.gbl
>> >Xref: TK2MSFTNGXA02.phx.gbl
>> microsoft.public.windowsxp.help_and_support:601324
>> >X-Tomcat-NG: microsoft.public.windowsxp.help_and_support
>> >
>> >Scenerio 1 (THIS WORKS)
>> > If I use Remote Desktop I can connect to the workstation
>> >
>> >Scenerio 2 (THIS DOES NOT WORK)
>> > Start --> Help and Support --> Tools Link --> "Offer Remote
Assistance"
>> on
>> >left
>> > Enter the IP of the machine
>> > It returns that UserXYZ is logged in
>> > Connect
>> > Launches the Help and Support window, then attempts to log onto the
>> >machine, the left pane reports waiting for response. The main pane,
gives
>> me
>> >my domain logon box...if I attempt to connect then I get a message that
I
>> >will log the currently logged on user. Basically it is the behvaiour
that
>> >takes place if you were to remote desktop to a user who was already
logged
>> on.
>> >---
>> >I used the articles you mentioned and other hints to create a GPO that
>> >applies to my machines to allow Remote Assistance and Remote Desktop.
I
>> know
>> >it works since it is a domain policy and other XP machines that came
with
>> XP
>> >OEM and had SP2 applied after work just fine.
>> >
>> >On a related note, I submitted on another board an issue that after
>> >performing the upgrade from W2K to XP and Applying SP2 that I can't
>> connect
>> >to Event Viewer or the Registry remotely...could the same services be
>> linked
>> >to remote assistance?
>> >
>> >J
>> >
>> >
>> >
>> >
>> >"Tom Che [MSFT]" wrote:
>> >
>> >> Hi,
>> >>
>> >> Thanks for posting here.
>> >>
>> >> From your post, my understanding of this issue is: after upgrading
>> Windows
>> >> 2000 Pro workstations to Windows XP Pro, when you attempt to use Help
>> and
>> >> Support to connect the XP Pro system, you will log off immediately
after
>> >> logon. If this is not correct, please feel free to let me know.
>> >>
>> >> I noticed that you are able to connect the upgraded XP Pro system via
>> >> Remote Desktop, but I am afraid I am not very sure what you meant
about
>> >> "use Help and Support to connect the XP Pro system". Did you mean
>> Remote
>> >> Assistance? Could you please let me know the detailed and entire
>> process
>> >> step by step? If it is Remote Assistance, it is Solicited or not?
For
>> >> more information about Remote Assistance, you may refer to the
following
>> KB
>> >> articles:
>> >>
>> >> 306496 How to configure or disable Solicited Remote Assistance in
>> Windows XP
>> >> http://support.microsoft.com/default...b;EN-US;306496
>> >>
>> >> 300546 Overview of Remote Assistance in Windows XP
>> >> http://support.microsoft.com/default...b;EN-US;300546
>> >>
>> >> The detailed information of this issue will help us find the root
cause
>> as
>> >> soon as possible, and I will follow your process to perform some
tests
>> on
>> >> my side to attempt to reproduce the weird issue.
>> >>
>> >> Thanks for your time and efforts! I look forward to hearing from
your
>> soon!
>> >>
>> >> Have a nice day!
>> >>
>> >> Sincerely,
>> >> Tom Che
>> >> Microsoft Online Partner Support
>> >> Get Secure! - www.microsoft.com/security
>> >>
>> >> ================================================== ===
>> >> When responding to posts, please "Reply to Group" via your newsreader
so
>> >> that others may learn and benefit from your issue.
>> >> ================================================== ===
>> >> This posting is provided "AS IS" with no warranties, and confers no
>> rights.
>> >>
>> >> --------------------
>> >> >Thread-Topic: Help and Support - Windows 2000 Upgrade to XP
>> >> >thread-index: AcXvcT44C5ict8b7SDS70Xxe6zEAKw==
>> >> >X-WBNR-Posting-Host: 209.217.222.70
>> >> >From: "=?Utf-8?B?U211cmZtYW4=?=" <smurfman@news.postalias>
>> >> >Subject: Help and Support - Windows 2000 Upgrade to XP
>> >> >Date: Tue, 22 Nov 2005 06:30:10 -0800
>> >> >Lines: 31
>> >> >Message-ID: <E4682629-F829-4B60-85FE-74CB91538814@microsoft.com>
>> >> >MIME-Version: 1.0
>> >> >Content-Type: text/plain;
>> >> > charset="Utf-8"
>> >> >Content-Transfer-Encoding: 7bit
>> >> >X-Newsreader: Microsoft CDO for Windows 2000
>> >> >Content-Class: urn:content-classes:message
>> >> >Importance: normal
>> >> >Priority: normal
>> >> >X-MimeOLE: Produced By Microsoft MimeOLE V6.00.3790.0
>> >> >Newsgroups: microsoft.public.windowsxp.help_and_support
>> >> >NNTP-Posting-Host: TK2MSFTNGXA03.phx.gbl 10.40.2.250
>> >> >Path:
TK2MSFTNGXA02.phx.gbl!TK2MSFTNGP08.phx.gbl!TK2MSFT NGXA03.phx.gbl
>> >> >Xref: TK2MSFTNGXA02.phx.gbl
>> >> microsoft.public.windowsxp.help_and_support:600899
>> >> >X-Tomcat-NG: microsoft.public.windowsxp.help_and_support
>> >> >
>> >> >I posted this in another area, checking to see if it was related to
>> >> another
>> >> >issue, and it was suggested that I report here.
>> >> >
>> >> >Basically, I have been upgrading Windows 2000 Pro workstations to
>> Windows
>> >> XP
>> >> >Pro, applying SP2, then Microsoft Update.
>> >> >
>> >> >After all of this takes place, I can connect to the machine using
>> Remote
>> >> >Desktop, but when I attempt to use Help and Support, it behaves
wierd.
>> >> For
>> >> >example, I enter the IP address, it shows me the user name, I click
>> >> connect,
>> >> >but then it wants me to log onto the machine, if I attempt to do
this,
>> it
>> >> >then warns me that it will log off the user I am attempting to help.
>> >> >
>> >> >---
>> >> >The machine is part of a domain, and I use group policies. I have a
>> >> domain
>> >> >GPO that I have created for a set of Default Firewall Settings for
SP2,
>> >> >included in those settings are teh Help and Support programs as
>> suggested
>> >> by
>> >> >another Microsoft Whitepaper.
>> >> >
>> >> >I mention all of this, because this is a domain policy and I have
lots
>> of
>> >> >OEM Windows XP Pro SP2 machines that this works like a charm for.
THIS
>> >> ISSUE
>> >> >OR BAHAVIOUR IS ONLY HAPPENING ON THESE MACHINES THAT I AM UPGRADING
TO
>> >> >WINDOWS XP PRO SP2 from WINDOWS 2000 PRO.
>> >> >
>> >> >The related issue that I have submitted on another forum is that
when I
>> >> >attempt to remotely connect to the Event Viewer or the Registry I
get
>> an
>> >> >Access Denied. But I was told this had nothing to do with this
issue
>> and
>> >> to
>> >> >post here.
>> >> >
>> >> >Thanks in advance for the help.
>> >> >
>> >> >J
>> >> >
>> >>
>> >>
>> >
>>
>>
>

Tom, thanks for getting back to me. First off allowing users to solicite
help is not part of our "Policy - as in our Paper Policy not Electronic".
Also I DID NOT state that it did not work, only that I was able to get the
point of where the invitation would be sent via email or messenger...this was
the point in which I stopped. Users DO NOT have access to email via Outlook
Express, and Messange is not configured either.

The GPO works on all of my other machines, and is not the focus of the
problem. The GPO Results shows that in fact the settings are being applied
for a particular user logged onto that machine. I hope we can get past this.

The focus should be that an upgraded Windows 2000 Pro Machine is not getting
some part of the Remote Assistance libraries or something updated. I suspect
this since already I have discoved that the secsetup.inf file is also not
being upgraded/replaced for an XP Upgrade, and when the upgrade process looks
to reset the permissions on the Registry and Files it is simply grabbing the
old settings from Windows 2000. I was able to prove and fix this.

I suspect that there is still something else that is not getting upgraded
properly during this process.

J

"Tom Che [MSFT]" wrote:

> Hi,
>
> Thanks for your reply!
>
> I am glad to hear that the Remote Registry and EventLog issues have been
> resolved.
>
> I understand that you are unable to initiate a Solicited Remote Assistance
> via your new policy. However, I don't recommend that you use Group Policy
> to set the related settings as you mentioned.
>
> Actually, you can find the following information in the Explain tab of the
> Solicited Remote Assistance policy:
>
> "If the status is set to Not Configured, users can enable or disable and
> configure Remote Assistance themselves in System properties in Control
> Panel. If the status is set to Not Configured, the default maximum time a
> Remote Assistance invitation can stay open is determined by the Control
> Panel setting."
>
> Therefore, if you don't configure this policy, you still can enable
> Solicited Remote Assistance via the Remote tab of System Properties control
> panel. I still recommend you may refer to the following KB article to test
> the issue with Solicited Remote Assistance:
>
> 300546 Overview of Remote Assistance in Windows XP
> http://support.microsoft.com/default...b;EN-US;300546
>
> Furthermore, I am researching your other detailed information and will get
> back to you as soon as possible. I appreciate your patience.
>
> Have a nice day!
>
> Sincerely,
> Tom Che
> Microsoft Online Partner Support
> Get Secure! - www.microsoft.com/security
>
> ================================================== ===
> When responding to posts, please "Reply to Group" via your newsreader so
> that others may learn and benefit from your issue.
> ================================================== ===
> This posting is provided "AS IS" with no warranties, and confers no rights.
>
> --------------------
> >Thread-Topic: Help and Support - Windows 2000 Upgrade to XP
> >thread-index: AcX0WherPsVexlUmRvODPmo/2NwXnQ==
> >X-WBNR-Posting-Host: 209.217.222.70
> >From: "=?Utf-8?B?U211cmZtYW4=?=" <smurfman@news.postalias>
> >References: <E4682629-F829-4B60-85FE-74CB91538814@microsoft.com>
> <vT38Z8#7FHA.2612@TK2MSFTNGXA02.phx.gbl>
> <6C03BECB-AA57-4E6A-A80D-9B660A62477B@microsoft.com>
> <tMK0LKP8FHA.2852@TK2MSFTNGXA02.phx.gbl>
> >Subject: RE: Help and Support - Windows 2000 Upgrade to XP
> >Date: Mon, 28 Nov 2005 12:27:03 -0800
> >Lines: 360
> >Message-ID: <DD95E70B-3D24-450A-BC40-129161D3C139@microsoft.com>
> >MIME-Version: 1.0
> >Content-Type: text/plain;
> > charset="Utf-8"
> >Content-Transfer-Encoding: 7bit
> >X-Newsreader: Microsoft CDO for Windows 2000
> >Content-Class: urn:content-classes:message
> >Importance: normal
> >Priority: normal
> >X-MimeOLE: Produced By Microsoft MimeOLE V6.00.3790.0
> >Newsgroups: microsoft.public.windowsxp.help_and_support
> >NNTP-Posting-Host: TK2MSFTNGXA03.phx.gbl 10.40.2.250
> >Path: TK2MSFTNGXA02.phx.gbl!TK2MSFTNGP08.phx.gbl!TK2MSFT NGXA03.phx.gbl
> >Xref: TK2MSFTNGXA02.phx.gbl
> microsoft.public.windowsxp.help_and_support:602854
> >X-Tomcat-NG: microsoft.public.windowsxp.help_and_support
> >
> >Hey Tom, thanks for the extra steps...I will post my responses with your
> >questions:
> >
> >"1. Please use the problematic upgraded XP SP2 machine to initiate a
> Remote
> >Assistance - as a Solicited Remote Assistance. When you use "Offer Remote
> >Assistance" to logon the remote computer is similar with a Solicited
> Remote
> >Assistance. So this test can help us make sure whether the entire Remote
> >Assistance system is corrupted in the problematic workstation. For more
> >information about how to Sending a Remote Assistance Invitation, you may
> >refer to the KB300546 as I mentioned in last reply."
> >
> >-ANSWER- I had to change my policy to allow users Solicite requests for
> >assistance. The settings are as follows
> >..... Permit remote control of this computer: Allow helpers to remotely
> >control the computer
> >..... Maximum ticket time (value): 10
> >..... Maximum ticket time (units): Minutes
> >..... Method for sending e-mail invitations: Mailto
> >
> >After I log on to the machine and start remote assistance (Start -->
> >Programs --> Remote Assistance) I can click the link to Invite Someone, I
> get
> >a message about Remote Assistanc eand Firewall Settings related to
> >email...but then I get the next screen that shows me the two methods, one
> >being the Microsoft Messanger and the other being Outlook Express. At
> that
> >point, I can not continue since neither option is available for users.
> >Outlook Express is not configured and neither is the Messanger.
> >
> >"2. When the left pan reports "Waiting for an answer", what is the user
> name
> >attempts to logon the remote computer and force the logged on user to log
> >off? Is it HelpAssistant?"
> >
> >-ANSWER- Once the left pane reports "Waiting for an answer" nothing takes
> >place on the remote machine, but rather at the "helper" machine I get the
> >legal notification box as part of our domain policy "Do not attempt..."
> blah
> >blah blah...after clicking OK, I get a standard Windows Logon Dialog Box.
> >The box is blank and only reports the domain in which the machine is
> attached
> >to. From there if I enter my administrator account (who is defined in the
> >list of permitted users) in the GPO, the logon process begins to take
> place.
> >After a few seconds, another dialog box pops up, and tells me that USERxyz
> is
> >currently logged on, continuing will log them off and they will lose any
> >unsaved data (not word for word but I think you understand). So at that
> >point I have to click no.
> >
> >"3. Is there any difference between the upgraded XP SP2 computers and OEM
> XP
> >SP2? Such as hardware, software, especially security software including
> >anti-virus or firewall software."
> >
> >-ANSWER- All of the upgraded machines are HP machines, the OEM machines
> are
> >also HP, but just newer. The software is basically the core which is
> yours,
> >and a few other programs that both machines have. Functionally speaking
> the
> >machines all work the same, the software all runs as expected. As far as
> >Anti-Virus, all of my machines run the same eTrust software, and the
> Firewall
> >is yours. I enforce many specific settings for all machines related to
> >Windows Firewall. The GPResults show that the machines in question are in
> >fact accepting and applying the GPO, as I also saw with allowing the
> remote
> >assistance change in question #1.
> >
> >"4. Please also let me know what OS you use to Offer Remote Assistance?
> Is
> >it a XP SP2 or 2003 Server?"
> >
> >-ANSWER- The remote assistance is XP SP2 to XP SP2.
> >
> >"5. Please let me know the upgrade process. For example, it was Windows
> 2000
> >Professional SP4, and upgraded to XP with SP1, and then installed XP SP2
> >later."
> >
> >-ANSWER- All of the upgraded machines thus far have been Windows 2000
> >Machines with ALL of the latest patches including the latest SP Rollup
> >package, that was the starting point. My steps were to run the core XP
> >install with SP1, after the install, I installed SP2 from my TechNet
> Disks,
> >then I perform the Microsoft Update (not the windows update).
> >
> >
> >
> >RELATED TO THIS:
> >> Since this is a very weird issue and I cannot find any similar issues in
> >> our internal database, so we may need to more time to troubleshoot this
> >> issue, I appreciate your patience. In addition, so far I am not sure
> >> whether this issue is related to the Remote Registry and EventLog
> issues,
> >> however, please rest assured that my colleague Ken Zhao is working hard
> on
> >> those issues.
> >
> >Ken suggested I change the winreg key permissions to make sure the "LOCAL
> >SERVICE" was included with Read Permissions. When I did this it fixed my
> >other issue.
> >
> >HOWEVER - I did submit to him based on KB 313222 "How to Reset Security
> >Settings Back to the Defaults" that if I performed the steps outlined
> there,
> >that the it would reset my registry setting back, removing the Local
> Service
> >from the list. I noted to him and I will mention to you that the
> >secsetup.inf file mentioned in the %windir%/repair folder based on the KB
> was
> >outdated, it was listed as May 2002, where as my OEM machines had a AUG
> 2004
> >file. I installed the Windows XP Security Guide and Templates msi file
> from
> >Microsoft, and noted that there was a Setup Security.inf file there. I
> >copied that file to my machine in question, ran the secedit command in the
> KB
> >and it ran thru the settings and fixed my Remote Registry and Remote Event
> >Viewer issue. My concern is that the upgrade is not replacing this file,
> and
> >is leaving my machines with invalid security setting for the registry.
> >
> >NOTE TOO, that I tried the Remote Assistance AFTER running the secedit
> >command to fix the registry and files permissions, but nothing changed in
> the
> >way of our issue above.
> >
> >Thanks Tom
> >
> >I hope this info helps.
> >
> >J
> >
> >
> >"Tom Che [MSFT]" wrote:
> >
> >> Hi,
> >>
> >> Thanks for your detailed reply. Now I totally understand the weird
> issue.
> >>
> >> However, I am unable to reproduce the issue on my side so far. I
> recommend
> >> that we may perform some tests as below to narrow down the root cause:
> >>
> >> 1. Please use the problematic upgraded XP SP2 machine to initiate a
> Remote
> >> Assistance - as a Solicited Remote Assistance. When you use "Offer
> Remote
> >> Assistance" to logon the remote computer is similar with a Solicited
> Remote
> >> Assistance. So this test can help us make sure whether the entire
> Remote
> >> Assistance system is corrupted in the problematic workstation. For more
> >> information about how to Sending a Remote Assistance Invitation, you may
> >> refer to the KB300546 as I mentioned in last reply.
> >>
> >> 2. When the left pan reports "Waiting for an answer", what is the user
> name
> >> attempts to logon the remote computer and force the logged on user to
> log
> >> off? Is it HelpAssistant?
> >>
> >> 3. Is there any difference between the upgraded XP SP2 computers and OEM
> XP
> >> SP2? Such as hardware, software, especially security software including
> >> anti-virus or firewall software.
> >>
> >> 4. Please also let me know what OS you use to Offer Remote Assistance?
> Is
> >> it a XP SP2 or 2003 Server?
> >>
> >> 5. Please let me know the upgrade process. For example, it was Windows
> 2000
> >> Professional SP4, and upgraded to XP with SP1, and then installed XP SP2
> >> later.
> >>
> >> Since this is a very weird issue and I cannot find any similar issues in
> >> our internal database, so we may need to more time to troubleshoot this
> >> issue, I appreciate your patience. In addition, so far I am not sure
> >> whether this issue is related to the Remote Registry and EventLog
> issues,
> >> however, please rest assured that my colleague Ken Zhao is working hard
> on
> >> those issues.
> >>
> >> I look forward to hearing from you soon.
> >>
> >> Have a nice day!
> >>
> >> Sincerely,
> >> Tom Che
> >> Microsoft Online Partner Support
> >> Get Secure! - www.microsoft.com/security
> >>
> >> ================================================== ===
> >> When responding to posts, please "Reply to Group" via your newsreader so
> >> that others may learn and benefit from your issue.
> >> ================================================== ===
> >> This posting is provided "AS IS" with no warranties, and confers no
> rights.
> >>
> >>
> >> --------------------
> >> >Thread-Topic: Help and Support - Windows 2000 Upgrade to XP
> >> >thread-index: AcXwPDW+yVjyyEz+QAq3zlhh90z3Ow==
> >> >X-WBNR-Posting-Host: 209.217.222.70
> >> >From: "=?Utf-8?B?U211cmZtYW4=?=" <smurfman@news.postalias>
> >> >References: <E4682629-F829-4B60-85FE-74CB91538814@microsoft.com>
> >> <vT38Z8#7FHA.2612@TK2MSFTNGXA02.phx.gbl>
> >> >Subject: RE: Help and Support - Windows 2000 Upgrade to XP
> >> >Date: Wed, 23 Nov 2005 06:43:04 -0800
> >> >Lines: 141
> >> >Message-ID: <6C03BECB-AA57-4E6A-A80D-9B660A62477B@microsoft.com>
> >> >MIME-Version: 1.0
> >> >Content-Type: text/plain;
> >> > charset="Utf-8"
> >> >Content-Transfer-Encoding: 7bit
> >> >X-Newsreader: Microsoft CDO for Windows 2000
> >> >Content-Class: urn:content-classes:message
> >> >Importance: normal
> >> >Priority: normal
> >> >X-MimeOLE: Produced By Microsoft MimeOLE V6.00.3790.0

Hi,

Thanks for your reply!

I understand your concern. Actually, the Solicited Remote Assistance
request can be saved as a file, and then copy it from the nova to the
expert. I would like to test the Solicited Remote Assistance is because I
would confirm whether the entire architecture of Remote Assistance has not
been upgraded successfully.

I will test this issue with an exactly same upgrade process as yours to
check whether I can reproduce this issue. Please understand that this is a
time-consuming test and I can only perform the test at this weekend. I
appreciate your patience.

Furthermore, could you please help me collect the following information for
compare within my test?

1. The detailed error message may help us find the root cause as soon as
possible, so please take some screenshots of the process of the issue, and
then send them to me at
v-tomche@microsoft.com:

To take a screenshot:
---------------------
a. Press the Print Screen key once on the keyboard when the expected screen
appears.
b. Click Start, go to Run, enter MSPAINT in the open dialog box, and then
Click OK.
c. Use Ctrl + V to paste the screenshot to the canvas.
d. From the File menu, go to Save and save it as a JPG file.

2. Please help me collect some system information from both the upgraded
machine and the OEM system:

a. Download MPSReport tool from below URL:
<http://download.microsoft.com/downlo...e5-a579-30b0bd
915706/MPSRPT_SETUPPerf.EXE>

b. Execute the tool on both computers, and if you are prompted "Include the
MSINFO32 report?", please type Y.

c. Please send the two result files (CAB files) to me at
v-tomche@microsoft.com.

For detailed information about the MPS Report Tools, please refer to the
following link:

Microsoft Product Support's Reporting Tools
<http://www.microsoft.com/downloads/d...3C7C-7CA5-408F
-88B7-F9C79B7306C0&displaylang=en>

I look forward to hearing from you soon.

Have a nice day!

Sincerely,
Tom Che
Microsoft Online Partner Support
Get Secure! - www.microsoft.com/security

================================================== ===
When responding to posts, please "Reply to Group" via your newsreader so
that others may learn and benefit from your issue.
================================================== ===
This posting is provided "AS IS" with no warranties, and confers no rights.

--------------------
>Thread-Topic: Help and Support - Windows 2000 Upgrade to XP
>thread-index: AcX2gZ9aNUwlOOfnT2iNCOQfqMWq4A==
>X-WBNR-Posting-Host: 209.217.222.70
>From: "=?Utf-8?B?U211cmZtYW4=?=" <smurfman@news.postalias>
>References: <E4682629-F829-4B60-85FE-74CB91538814@microsoft.com>
<vT38Z8#7FHA.2612@TK2MSFTNGXA02.phx.gbl>
<6C03BECB-AA57-4E6A-A80D-9B660A62477B@microsoft.com>
<tMK0LKP8FHA.2852@TK2MSFTNGXA02.phx.gbl>
<DD95E70B-3D24-450A-BC40-129161D3C139@microsoft.com>
<ULQzWJb9FHA.832@TK2MSFTNGXA02.phx.gbl>
>Subject: RE: Help and Support - Windows 2000 Upgrade to XP
>Date: Thu, 1 Dec 2005 06:15:03 -0800
>Lines: 325
>Message-ID: <CF33BC24-B538-4C71-BF3A-612B4AFF3E86@microsoft.com>
>MIME-Version: 1.0
>Content-Type: text/plain;
> charset="Utf-8"
>Content-Transfer-Encoding: 7bit
>X-Newsreader: Microsoft CDO for Windows 2000
>Content-Class: urn:content-classes:message
>Importance: normal
>Priority: normal
>X-MimeOLE: Produced By Microsoft MimeOLE V6.00.3790.0
>Newsgroups: microsoft.public.windowsxp.help_and_support
>NNTP-Posting-Host: TK2MSFTNGXA03.phx.gbl 10.40.2.250
>Path: TK2MSFTNGXA02.phx.gbl!TK2MSFTNGXA01.phx.gbl!TK2MSF TNGXA03.phx.gbl
>Xref: TK2MSFTNGXA02.phx.gbl
microsoft.public.windowsxp.help_and_support:603742
>X-Tomcat-NG: microsoft.public.windowsxp.help_and_support
>
>Tom, thanks for getting back to me. First off allowing users to solicite
>help is not part of our "Policy - as in our Paper Policy not Electronic".
>Also I DID NOT state that it did not work, only that I was able to get the
>point of where the invitation would be sent via email or messenger...this
was
>the point in which I stopped. Users DO NOT have access to email via
Outlook
>Express, and Messange is not configured either.
>
>The GPO works on all of my other machines, and is not the focus of the
>problem. The GPO Results shows that in fact the settings are being
applied
>for a particular user logged onto that machine. I hope we can get past
this.
>
>The focus should be that an upgraded Windows 2000 Pro Machine is not
getting
>some part of the Remote Assistance libraries or something updated. I
suspect
>this since already I have discoved that the secsetup.inf file is also not
>being upgraded/replaced for an XP Upgrade, and when the upgrade process
looks
>to reset the permissions on the Registry and Files it is simply grabbing
the
>old settings from Windows 2000. I was able to prove and fix this.
>
>I suspect that there is still something else that is not getting upgraded
>properly during this process.
>
>J
>
>"Tom Che [MSFT]" wrote:
>
>> Hi,
>>
>> Thanks for your reply!
>>
>> I am glad to hear that the Remote Registry and EventLog issues have been
>> resolved.
>>
>> I understand that you are unable to initiate a Solicited Remote
Assistance
>> via your new policy. However, I don't recommend that you use Group
Policy
>> to set the related settings as you mentioned.
>>
>> Actually, you can find the following information in the Explain tab of
the
>> Solicited Remote Assistance policy:
>>
>> "If the status is set to Not Configured, users can enable or disable and
>> configure Remote Assistance themselves in System properties in Control
>> Panel. If the status is set to Not Configured, the default maximum time
a
>> Remote Assistance invitation can stay open is determined by the Control
>> Panel setting."
>>
>> Therefore, if you don't configure this policy, you still can enable
>> Solicited Remote Assistance via the Remote tab of System Properties
control
>> panel. I still recommend you may refer to the following KB article to
test
>> the issue with Solicited Remote Assistance:
>>
>> 300546 Overview of Remote Assistance in Windows XP
>> http://support.microsoft.com/default...b;EN-US;300546
>>
>> Furthermore, I am researching your other detailed information and will
get
>> back to you as soon as possible. I appreciate your patience.
>>
>> Have a nice day!
>>
>> Sincerely,
>> Tom Che
>> Microsoft Online Partner Support
>> Get Secure! - www.microsoft.com/security
>>
>> ================================================== ===
>> When responding to posts, please "Reply to Group" via your newsreader so
>> that others may learn and benefit from your issue.
>> ================================================== ===
>> This posting is provided "AS IS" with no warranties, and confers no
rights.
>>
>> --------------------
>> >Thread-Topic: Help and Support - Windows 2000 Upgrade to XP
>> >thread-index: AcX0WherPsVexlUmRvODPmo/2NwXnQ==
>> >X-WBNR-Posting-Host: 209.217.222.70
>> >From: "=?Utf-8?B?U211cmZtYW4=?=" <smurfman@news.postalias>
>> >References: <E4682629-F829-4B60-85FE-74CB91538814@microsoft.com>
>> <vT38Z8#7FHA.2612@TK2MSFTNGXA02.phx.gbl>
>> <6C03BECB-AA57-4E6A-A80D-9B660A62477B@microsoft.com>
>> <tMK0LKP8FHA.2852@TK2MSFTNGXA02.phx.gbl>
>> >Subject: RE: Help and Support - Windows 2000 Upgrade to XP
>> >Date: Mon, 28 Nov 2005 12:27:03 -0800
>> >Lines: 360
>> >Message-ID: <DD95E70B-3D24-450A-BC40-129161D3C139@microsoft.com>
>> >MIME-Version: 1.0
>> >Content-Type: text/plain;
>> > charset="Utf-8"
>> >Content-Transfer-Encoding: 7bit
>> >X-Newsreader: Microsoft CDO for Windows 2000
>> >Content-Class: urn:content-classes:message
>> >Importance: normal
>> >Priority: normal
>> >X-MimeOLE: Produced By Microsoft MimeOLE V6.00.3790.0
>> >Newsgroups: microsoft.public.windowsxp.help_and_support
>> >NNTP-Posting-Host: TK2MSFTNGXA03.phx.gbl 10.40.2.250
>> >Path: TK2MSFTNGXA02.phx.gbl!TK2MSFTNGP08.phx.gbl!TK2MSFT NGXA03.phx.gbl
>> >Xref: TK2MSFTNGXA02.phx.gbl
>> microsoft.public.windowsxp.help_and_support:602854
>> >X-Tomcat-NG: microsoft.public.windowsxp.help_and_support
>> >
>> >Hey Tom, thanks for the extra steps...I will post my responses with
your
>> >questions:
>> >
>> >"1. Please use the problematic upgraded XP SP2 machine to initiate a
>> Remote
>> >Assistance - as a Solicited Remote Assistance. When you use "Offer
Remote
>> >Assistance" to logon the remote computer is similar with a Solicited
>> Remote
>> >Assistance. So this test can help us make sure whether the entire
Remote
>> >Assistance system is corrupted in the problematic workstation. For
more
>> >information about how to Sending a Remote Assistance Invitation, you
may
>> >refer to the KB300546 as I mentioned in last reply."
>> >
>> >-ANSWER- I had to change my policy to allow users Solicite requests for
>> >assistance. The settings are as follows
>> >..... Permit remote control of this computer: Allow helpers to remotely
>> >control the computer
>> >..... Maximum ticket time (value): 10
>> >..... Maximum ticket time (units): Minutes
>> >..... Method for sending e-mail invitations: Mailto
>> >
>> >After I log on to the machine and start remote assistance (Start -->
>> >Programs --> Remote Assistance) I can click the link to Invite Someone,
I
>> get
>> >a message about Remote Assistanc eand Firewall Settings related to
>> >email...but then I get the next screen that shows me the two methods,
one
>> >being the Microsoft Messanger and the other being Outlook Express. At
>> that
>> >point, I can not continue since neither option is available for users.
>> >Outlook Express is not configured and neither is the Messanger.
>> >
>> >"2. When the left pan reports "Waiting for an answer", what is the user
>> name
>> >attempts to logon the remote computer and force the logged on user to
log
>> >off? Is it HelpAssistant?"
>> >
>> >-ANSWER- Once the left pane reports "Waiting for an answer" nothing
takes
>> >place on the remote machine, but rather at the "helper" machine I get
the
>> >legal notification box as part of our domain policy "Do not attempt..."
>> blah
>> >blah blah...after clicking OK, I get a standard Windows Logon Dialog
Box.
>> >The box is blank and only reports the domain in which the machine is
>> attached
>> >to. From there if I enter my administrator account (who is defined in
the
>> >list of permitted users) in the GPO, the logon process begins to take
>> place.
>> >After a few seconds, another dialog box pops up, and tells me that
USERxyz
>> is
>> >currently logged on, continuing will log them off and they will lose
any
>> >unsaved data (not word for word but I think you understand). So at
that
>> >point I have to click no.
>> >
>> >"3. Is there any difference between the upgraded XP SP2 computers and
OEM
>> XP
>> >SP2? Such as hardware, software, especially security software
including
>> >anti-virus or firewall software."
>> >
>> >-ANSWER- All of the upgraded machines are HP machines, the OEM machines
>> are
>> >also HP, but just newer. The software is basically the core which is
>> yours,
>> >and a few other programs that both machines have. Functionally
speaking
>> the
>> >machines all work the same, the software all runs as expected. As far
as
>> >Anti-Virus, all of my machines run the same eTrust software, and the
>> Firewall
>> >is yours. I enforce many specific settings for all machines related to
>> >Windows Firewall. The GPResults show that the machines in question are
in
>> >fact accepting and applying the GPO, as I also saw with allowing the
>> remote
>> >assistance change in question #1.
>> >
>> >"4. Please also let me know what OS you use to Offer Remote Assistance?

>> Is
>> >it a XP SP2 or 2003 Server?"
>> >
>> >-ANSWER- The remote assistance is XP SP2 to XP SP2.
>> >
>> >"5. Please let me know the upgrade process. For example, it was Windows
>> 2000
>> >Professional SP4, and upgraded to XP with SP1, and then installed XP
SP2
>> >later."
>> >
>> >-ANSWER- All of the upgraded machines thus far have been Windows 2000
>> >Machines with ALL of the latest patches including the latest SP Rollup
>> >package, that was the starting point. My steps were to run the core XP
>> >install with SP1, after the install, I installed SP2 from my TechNet
>> Disks,
>> >then I perform the Microsoft Update (not the windows update).
>> >
>> >
>> >
>> >RELATED TO THIS:
>> >> Since this is a very weird issue and I cannot find any similar issues
in
>> >> our internal database, so we may need to more time to troubleshoot
this
>> >> issue, I appreciate your patience. In addition, so far I am not
sure
>> >> whether this issue is related to the Remote Registry and EventLog
>> issues,
>> >> however, please rest assured that my colleague Ken Zhao is working
hard
>> on
>> >> those issues.
>> >
>> >Ken suggested I change the winreg key permissions to make sure the
"LOCAL
>> >SERVICE" was included with Read Permissions. When I did this it fixed
my
>> >other issue.
>> >
>> >HOWEVER - I did submit to him based on KB 313222 "How to Reset Security
>> >Settings Back to the Defaults" that if I performed the steps outlined
>> there,
>> >that the it would reset my registry setting back, removing the Local
>> Service
>> >from the list. I noted to him and I will mention to you that the
>> >secsetup.inf file mentioned in the %windir%/repair folder based on the
KB
>> was
>> >outdated, it was listed as May 2002, where as my OEM machines had a AUG
>> 2004
>> >file. I installed the Windows XP Security Guide and Templates msi file
>> from
>> >Microsoft, and noted that there was a Setup Security.inf file there. I
>> >copied that file to my machine in question, ran the secedit command in
the
>> KB
>> >and it ran thru the settings and fixed my Remote Registry and Remote
Event
>> >Viewer issue. My concern is that the upgrade is not replacing this
file,
>> and
>> >is leaving my machines with invalid security setting for the registry.
>> >
>> >NOTE TOO, that I tried the Remote Assistance AFTER running the secedit
>> >command to fix the registry and files permissions, but nothing changed
in
>> the
>> >way of our issue above.
>> >
>> >Thanks Tom
>> >
>> >I hope this info helps.
>> >
>> >J
>> >
>> >
>> >"Tom Che [MSFT]" wrote:
>> >
>> >> Hi,
>> >>
>> >> Thanks for your detailed reply. Now I totally understand the weird
>> issue.
>> >>
>> >> However, I am unable to reproduce the issue on my side so far. I
>> recommend
>> >> that we may perform some tests as below to narrow down the root cause:
>> >>
>> >> 1. Please use the problematic upgraded XP SP2 machine to initiate a
>> Remote
>> >> Assistance - as a Solicited Remote Assistance. When you use "Offer
>> Remote
>> >> Assistance" to logon the remote computer is similar with a Solicited
>> Remote
>> >> Assistance. So this test can help us make sure whether the entire
>> Remote
>> >> Assistance system is corrupted in the problematic workstation. For
more
>> >> information about how to Sending a Remote Assistance Invitation, you
may
>> >> refer to the KB300546 as I mentioned in last reply.
>> >>
>> >> 2. When the left pan reports "Waiting for an answer", what is the
user
>> name
>> >> attempts to logon the remote computer and force the logged on user to
>> log
>> >> off? Is it HelpAssistant?
>> >>
>> >> 3. Is there any difference between the upgraded XP SP2 computers and
OEM
>> XP
>> >> SP2? Such as hardware, software, especially security software
including
>> >> anti-virus or firewall software.
>> >>
>> >> 4. Please also let me know what OS you use to Offer Remote
Assistance?
>> Is
>> >> it a XP SP2 or 2003 Server?
>> >>
>> >> 5. Please let me know the upgrade process. For example, it was<