Article ID: 941603 - View products that this article applies to.
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:
This problem occurs if following conditions are true:
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 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.
Service pack informationTo 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:
(http://support.microsoft.com/kb/935791/ )How to obtain the latest Windows Vista service pack
Hotfix informationA 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:
Restart requirementYou have to restart the computer after you apply this hotfix.
Hotfix replacement informationThis hotfix does not replace any other previously released hotfixes.
Registry informationTo use this hotfix, you do not have to make any changes to the registry.
File informationThe 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
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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.
For more information about Terminal Services Client 6.0, click the following article number to view the article in the Microsoft Knowledge Base:
925876When 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.
(http://support.microsoft.com/kb/925876/ )Remote Desktop Connection (Terminal Services Client 6.0)
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:PORTTerminal 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:
300692For more information, click the following article number to view the article in the Microsoft Knowledge Base:
(http://support.microsoft.com/kb/300692/ )Description of the Remote Assistance connection process
(http://support.microsoft.com/kb/824684/ )Description of the standard terminology that is used to describe Microsoft software updates