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If the Solicited Remote Assistance policy is disabled, you cannot offer assistance to a Novice computer

Article ID: 826088 - View products that this article applies to.

SYMPTOMS

When you disable the Solicited Remote Assistance policy in Microsoft Windows XP, you prevent a Novice computer from requesting Remote Assistance. However, this setting also prevents an Expert from offering Remote Assistance to a Novice computer. The Expert computer will display the following error message:

A program could not start. Please try again.

The only way to start a Remote Assistance session is to set the Solicited Remote Assistance policy to Enabled or to Not Configured on the Novice computer.

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RESOLUTION

Service pack information

To resolve this problem, obtain the latest service pack for Microsoft Windows XP. For additional information, click the following article number to view the article in the Microsoft Knowledge Base:

322389

(http://support.microsoft.com/kb/322389/EN-US/ )

How to obtain the latest Windows XP service pack

Hotfix information

A supported hotfix is available from Microsoft. However, this hotfix is intended to correct only the problem that is described in this article. Apply this hotfix only to systems that are experiencing this specific problem. This hotfix might receive additional testing. Therefore, if you are not severely affected by this problem, we recommend that you wait for the next software update that contains this hotfix.

If the hotfix is available for download, there is a "Hotfix download available" section at the top of this Knowledge Base article. If this section does not appear, contact Microsoft Customer Service and Support to obtain the hotfix.

Note If additional issues occur or if any troubleshooting is required, you might have to create a separate service request. The usual support costs will apply to additional support questions and issues that do not qualify for this specific hotfix. For a complete list of Microsoft Customer Service and Support telephone numbers or to create a separate service request, visit the following Microsoft Web site:

http://support.microsoft.com/contactus/?ws=support

(http://support.microsoft.com/contactus/?ws=support)

Note The "Hotfix download available" form displays the languages for which the hotfix is available. If you do not see your language, it is because a hotfix is not available for that language.

The English version of this hotfix has the file attributes (or later) that are listed in the following table. The dates and times for these files are listed in coordinated universal time (UTC). When you view the file information, it is converted to local time. To find the difference between UTC and local time, use the Time Zone tab in the Date and Time tool in Control Panel.

   Date         Time   Version            Size    File name
   --------------------------------------------------------------
   01-Aug-2003  23:33  5.1.2600.1254      32,768  Cfgbkend.dll     
   01-Aug-2003  23:33  5.1.2600.1254      33,792  Pchsvc.dll       
   01-Aug-2003  23:33  5.1.2600.1254      33,280  Racpldlg.dll     
   01-Aug-2003  23:33  5.1.2600.1254      43,520  Regapi.dll       
   01-Aug-2003  23:33  5.1.2600.1254      41,472  Safrslv.dll      
   01-Aug-2003  19:13  5.1.2600.1254     129,536  Sessmgr.exe      
   15-Jul-2003  00:41  5.3.18.6            6,656  Spmsg.dll        
   01-Aug-2003  23:33  5.1.2600.1254     200,192  Termsrv.dll      
   01-Aug-2003  23:33  5.1.2600.1254      88,064  Tscfgwmi.dll     
   15-Jul-2003  00:42  5.3.18.6           22,016  Spcustom.dll

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STATUS

Microsoft has confirmed that this is a problem in the Microsoft products that are listed in the "Applies to" section of this article. This problem was first corrected in Microsoft Windows XP Service Pack 2.

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