When a user offers a Remote Assistance invitation to an expert user who is running Windows XP SP3, the expert’s logon attempt forcibly logs off the original user

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Article ID: 957070 - View products that this article applies to.
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SYMPTOMS

Consider the following scenario:
  • In a network, a user offers a Remote Assistance invitation to an expert user. Or, an expert user tries to establish a Remote Assistance session by using an invitation file to connect to a user's computer.
  • The expert is running Windows XP Service Pack 3 (SP3).
  • When the expert receives the invitation and initializes the session, he or she is prompted for user credentials.
However, when the expert enters the credentials, the user is forcibly logged off.

CAUSE

This problem occurs when the following conditions are true:
  • There are multiple network interfaces on the user’s computer.
  • The network connection for the Remote Assistance session is not the first network interface in the binding order.
Note If the invitation is to an expert user who is running Windows XP Service Pack 2 (SP2), the expert can log on automatically to the user’s computer by using the HelpAssistant account. However, if the Windows XP SP2-based computer has the Remote Desktop Connection 6.1 (RDC 6.1) client installed, the problem that is described in the "Symptoms" section may still occur.

RESOLUTION

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.

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, submit a request to 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

To apply this hotfix, you must have Windows XP Service Pack 3 installed.

For more 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

Restart requirement

You do not have to restart the computer after you apply this hotfix.

Hotfix replacement information

This hotfix does not replace any other hotfixes.

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 with Service Pack 3, x86-based versions
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File nameFile versionFile sizeDateTimePlatform
Lhmstscx.dll6.0.6001.223072,062,33617-Nov-200816:45x86

STATUS

Microsoft has confirmed that this is a problem in the Microsoft products that are listed in the "Applies to" section.

MORE INFORMATION

For more information, click the following article numbers to view the articles in the Microsoft Knowledge Base:
300546 Overview of Remote Assistance in Windows XP
300692 Description of the Remote Assistance connection process

Properties

Article ID: 957070 - Last Review: October 8, 2011 - Revision: 2.0
APPLIES TO
  • Microsoft Windows XP Professional
  • Microsoft Windows XP Home Edition
Keywords: 
kbautohotfix kbexpertiseinter kbfix kbbug kbsurveynew kbqfe KB957070

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