Error message when you execute a Remote Assistance invitation file to connect to a novice’s computer on a Windows XP-based computer that has RDC 6.0 installed: “A Remote Assistance connection could not be established”

Article translations Article translations
Article ID: 941603 - View products that this article applies to.
Expand all | Collapse all

On This Page

SYMPTOMS

On a Windows XP-based computer, you execute a Remote Assistance invitation file to connect to a novice’s computer. However, the Remote Assistance session fails. Also, you receive the following error message:
Remote Assistance
A Remote Assistance connection could not be established. You may want to check for network issues or determine if the invitation expired or was cancelled by the person who sent it.
This problem occurs if following conditions are true:
  • The Windows XP-based computer has Remote Desktop Connection 6.0 (RDC 6.0) installed.
  • The novice’s computer has multiple IP addresses when the Remote Assistance invitation file is created.

CAUSE

This problem occurs because of an error in RDC 6.0 in Windows XP. When you use the Remote Assistance utility on a Windows XP-based computer that has RDC 6.0 installed, the Remote Assistance session tries to connect to the novice’s computer according to the first IP address in the Remote Assistance invitation. If the Remote Assistance session cannot connect to the novice’s computer according to the first IP address, the Remote Assistance session does not reference the other IP addresses in the invitation. Therefore, this problem occurs.

RESOLUTION

Service pack information

To resolve this problem, obtain the latest service pack for Windows Vista. For more information, click the following article number to view the article in the Microsoft Knowledge Base:
935791 How to obtain the latest Windows Vista 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
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.

Prerequisites

  • You must have Windows XP Service Pack 2 installed on the computer.
  • You must have the Remote Desktop Connection 6.0 client update (update 925876) installed on the computer.

Restart requirement

You have to restart the computer after you apply this hotfix.

Hotfix replacement information

This hotfix does not replace any other previously released hotfixes.

Registry information

To use this hotfix, you do not have to make any changes to the registry.

File information

The English version of this hotfix has the file attributes (or later file attributes) 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 item in Control Panel.
Windows XP, x86-based versions
Collapse this tableExpand this table
File nameFile versionFile sizeDateTimePlatform
Mstscax.dll6.0.6000.206631,869,31224-Sep-200705:06x86
Notes
  • The hotfix includes a .dll file that is named Lhmstscx.dll. This .dll file is renamed to Mstscax.dll during the installation process.
  • If you use the Add or Remove Programs item in Control Panel to view this hotfix, this hotfix appears as KB941603-v2.

STATUS

Microsoft has confirmed that this is a problem in the Microsoft products that are listed in the "Applies to" section. This problem was first corrected in Windows Vista Service Pack 1.

MORE INFORMATION

For more information about Terminal Services Client 6.0, click the following article number to view the article in the Microsoft Knowledge Base:
925876 Remote Desktop Connection (Terminal Services Client 6.0)
When you try to initiate the Remote Assistance session, the Remote Assistance utility relies on Terminal Services to negotiate the session. Terminal Services uses the information in the RCTICKET section of the Remote Assistance invitation file to negotiate the session.

The RCTICKET section contains a list of all IP addresses together with the corresponding port numbers on the novice’s computer. The RCTICKET section uses the following format:
IP:PORT
Terminal Services uses the first IP address in the list to connect to the novice’s computer. If there is no response in 30 seconds, Terminal Services is expected to move to the next IP address.

For more information about the Remote Assistance connection process, click the following article number to view the article in the Microsoft Knowledge Base:
300692 Description of the Remote Assistance connection process
For more information, click the following article number to view the article in the Microsoft Knowledge Base:
824684 Description of the standard terminology that is used to describe Microsoft software updates

Properties

Article ID: 941603 - Last Review: October 8, 2011 - Revision: 3.0
APPLIES TO
  • Microsoft Windows XP Home Edition
  • Microsoft Windows XP Professional
Keywords: 
kbautohotfix kbvistasp1fix kbfix kbexpertiseadvanced kbqfe kbHotfixServer KB941603

Give Feedback

 

Contact us for more help

Contact us for more help
Connect with Answer Desk for expert help.
Get more support from smallbusiness.support.microsoft.com