Select the product you need help with
- Internet Explorer
- Windows Phone
- More products
You cannot offer remote assistance to a user whose computer is running Windows XP Service Pack 2
Article ID: 884910 - View products that this article applies to.
When you try to offer remote assistance to a user whose computer is running Microsoft Windows XP Service Pack 2 (SP2), you are not successful. In this scenario, you may receive the following message:
This problem may occur if the following conditions are true:
To resolve this problem on a computer that is a member of a domain, follow these steps:
Allow Remote Assistance supportTo fully enable both Solicited Remote Assistance and Offer-based Remote Assistance connections, you must make the following changes to Group Policy settings. In Solicited Remote Assistance, an invitation is sent from the novice computer. You must perform the following changes on a computer that is running Windows XP with Service Pack 2 or Windows XP 64-bit with Service Pack 1.
Allow Solicited Remote AssistanceIf the Allow local program exceptions Windows firewall setting is set to Not Configured (default) or Enabled, no additional configuration is necessary.
If the Allow local program exceptions Windows firewall setting is set to Disabled, or if you have already enabled the Define program exceptions Windows firewall setting, you must add the following program exceptions:
Enable Offer-based Remote AssistanceAdd the following entry to the Windows Firewall: Define port exceptions setting:
135:TCP:*:Enabled:Offer Remote AssistanceAdd the following entries to the Windows Firewall: Define program exceptions setting:
301527Note When you open TCP port 135, you also allow remote procedure call (RPC) traffic.
(http://support.microsoft.com/kb/301527/ )How to configure a computer to receive Remote Assistance offers in Windows Server 2003 and in Windows XP
Microsoft has confirmed that this is a problem in the Microsoft products that are listed in the "Applies to" section.
The DCOM: Machine Access Restrictions in Security Descriptor Definition Language (SDDL) syntax policy determines which users or groups can log on either remotely or locally.
The DCOM: Machine Launch Restrictions in Security Descriptor Definition Language (SDDL) syntax policy setting determines which users or groups may start a process remotely or locally.
For additional information about security-related policy settings in Windows XP Service Pack 2, visit the following Microsoft Web site:
http://technet.microsoft.com/en-us/library/bb457148.aspxFor more information about Remote Assistance in Windows XP, click the following article number to view the article in the Microsoft Knowledge Base:
(http://support.microsoft.com/kb/300546/ )Overview of Remote Assistance in Windows XP