Cannot Establish a Remote Assistance Connection

View products that this article applies to.

This article was previously published under Q311889

Expand all | Collapse all

SYMPTOMS

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

Back to the top

CAUSE

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.

Back to the top

RESOLUTION

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 (http://support.microsoft.com/kb/322389/EN-US/ ) 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:

Collapse this imageExpand this image

Download Q311889_wxp_sp1_x86_enu.exe now (http://www.microsoft.com/downloads/details.aspx?FamilyID=9c91c448-d1d1-4614-b8ba-9a33857eceba&DisplayLang=en)

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 (http://support.microsoft.com/kb/119591/EN-US/ ) 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

Back to the top

STATUS

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.

Back to the top