Article ID: 813548 - Last Review: December 3, 2007 - Revision: 7.6

You Cannot Obtain Remote Assistance by Using the Exchange Server Instant Messaging Client

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SYMPTOMS

When you try to use the Remote Assistance support tool to obtain help, you cannot establish a connection by using Instant Messaging.
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CAUSE

This problem occurs because you have the Microsoft Exchange Server Instant Messaging client installed on your Windows Server 2003-based computer. The Remote Assistance feature is currently not supported by Exchange Instant Messaging on the Windows Server 2003 operating system.
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RESOLUTION

To resolve this problem, obtain and install Microsoft Windows Messenger 4.7. To obtain this program, visit the following Web site:
http://www.microsoft.com/downloads/details.aspx?FamilyID=a8d9eb73-5f8c-4b9a-940f-9157a3b3d774 (http://www.microsoft.com/downloads/details.aspx?FamilyID=a8d9eb73-5f8c-4b9a-940f-9157a3b3d774)
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STATUS

Microsoft has confirmed that this is a problem in the Microsoft products that are listed at the beginning of this article.
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APPLIES TO
  • Microsoft Windows Server 2003, Standard Edition (32-bit x86)
  • Microsoft Windows Server 2003, Enterprise Edition (32-bit x86)
  • Microsoft Windows Server 2003, Datacenter Edition (32-bit x86)
  • Microsoft Windows Server 2003, Web Edition
  • Microsoft Windows Server 2003, Enterprise x64 Edition
  • Microsoft Windows Server 2003, 64-Bit Datacenter Edition
  • Microsoft Windows XP 64-Bit Edition Version 2003
  • Microsoft Windows Small Business Server 2003 Premium Edition
  • Microsoft Windows Small Business Server 2003 Standard Edition
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Keywords: 
kbbug kbprb kbpending KB813548
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