Cannot Establish a Remote Assistance Connection

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Article ID: 311889 - View products that this article applies to.
This article was previously published under Q311889
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When you try to establish a Remote Assistance session, you may receive the following error message, and you may be unable to start a Remote Assistance session:
You have been disconnected from name computer. For more information, contact name


Remote Assistance may not be able to connect and establish a session if either of the following conditions exists:
  • Windows XP was preinstalled on both computers by the same manufacturer.
  • Windows XP was preinstalled on both computers in a corporate environment by using volume license media.


To resolve this problem, obtain the latest service pack for Windows XP. For additional information, click the following article number to view the article in the Microsoft Knowledge Base:
322389 How to Obtain the Latest Windows XP Service Pack
To resolve this issue, download and install the fix that is described in this article.

The following file is available for download from the Microsoft Download Center:
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Download Q311889_wxp_sp1_x86_enu.exe now
Release Date: November 9, 2001

For additional information about how to download Microsoft Support files, click the following article number to view the article in the Microsoft Knowledge Base:
119591 How to Obtain Microsoft Support Files from Online Services
Microsoft scanned this file for viruses. Microsoft used the most current virus-detection software that was available on the date that the file was posted. The file is stored on security-enhanced servers that help to prevent any unauthorized changes to the file. The English version of this fix should have the following file attributes or later:
   Date         Time   Version      Size     File name    Platform
   02-Nov-2001  20:05  5.1.2600.18  197,632  Termsrv.dll  Intel
   02-Nov-2001  20:05  5.1.2600.18  616,448  Termsrv.dll  Itanium 64-bit



Microsoft has confirmed that this is a problem in the Microsoft products that are listed at the beginning of this article. This problem was first corrected in Windows XP Service Pack 1.


Article ID: 311889 - Last Review: May 17, 2007 - Revision: 2.5
  • Microsoft Windows XP Home Edition
  • Microsoft Windows XP Professional
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