This article describes an issue in which you can't offer Remote Assistance to another user when you use a mandatory profile in Windows RT 8.1, Windows 8.1, or Windows Server 2012 R2. An update is available to fix this issue. Before you install this update, see the Prerequisites section.

Symptoms

When you log on by using a mandatory profile, you can't offer Remote Assistance to another user.

Note Offered Remote Assistance is also known as unsolicited Remote Assistance.

When you use the user interface or the command prompt (MSRA /offerRA computer_name), you receive the following error message. This message is possibly misleading. It states that Remote Assistance is not possible when a guest profile is used.

There was a problem starting Remote Assistance - Remote Assistance is unavailable for the current user account. If you are using a Windows Guest account, try logging in with another account. If you are not using a Guest account, try restarting your machine.


How to get this update

Important If you install a language pack after you install this update, you must reinstall this update. Therefore, we recommend that you install any language packs that you need before you install this update. For more information, see Add language packs to Windows.

Method 1: Windows Update

This update is provided as a Recommended update on Windows Update. For more information on how to run Windows Update, see How to get an update through Windows Update.

Method 2: Microsoft Download Center

The following files are available for download from the Microsoft Download Center:

Operating system

Update

All supported x86-based versions of Windows 8.1

Download Download the package now.

All supported x64-based versions of Windows 8.1

Download Download the package now.

All supported x64-based versions of Windows Server 2012 R2

Download Download the package now.

Note The update for Windows RT 8.1 can be got only from Windows Update.

For more information about how to download Microsoft support files, select the following article number to view the article in the Microsoft Knowledge Base:

119591 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 prevent any unauthorized changes to the file.

Update detail information

Prerequisites

To install this update, install April 2014, update rollup for Windows RT 8.1, Windows 8.1, and Windows Server 2012 R2 (2919355) in Windows 8.1 or Windows Server 2012 R2.

Registry information

To apply this update, you don't have to make any changes to the registry.

Restart requirement

You may have to restart the computer after you apply this update.

Update replacement information

This update doesn't replace a previously released update.

Status

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

References

Learn about the terminology that Microsoft uses to describe software updates.

File Information

The English (United States) version of this software update installs files that have the attributes that are listed in the following tables. The dates and times for these files are listed in Coordinated Universal Time (UTC). Be aware that dates and times for these files on your local computer are displayed in your local time and with your current daylight saving time bias. The dates and times may also change when you perform certain operations on the files.

Notes

  • The files that apply to a specific product, milestone (RTM, SPn), and service branch (LDR, GDR) can be identified by examining the file version numbers as shown in the following table:

    Version

    Product

    Milestone

    Service branch

    6.3.960 0.16 xxx

    Windows RT 8.1, Windows 8.1, and Windows Server 2012 R2

    RTM

    GDR

    6.3.960 0.17 xxx

    Windows 8.1 and Windows Server 2012 R2

    RTM

    GDR

    6.3.960 0.18 xxx

    Windows RT 8.1, Windows 8.1, and Windows Server 2012 R2

    RTM

    GDR

  • GDR service branches contain only those fixes that are widely released to address widespread, critical issues. LDR service branches contain hotfixes in addition to widely released fixes.

  • The MANIFEST files (.manifest) and the MUM files (.mum) that are installed for each environment are listed in the "Additional file information" section. MUM, MANIFEST, and the associated security catalog (.cat) files, are very important to maintain the state of the updated components. The security catalog files, for which the attributes are not listed, are signed with a Microsoft digital signature.

x86 Windows 8.1

File name

File version

File size

Date

Time

Platform

Msra.exe

6.3.9600.18169

541,696

20-Dec-2015

14:43

x86

Msralegacy.tlb

6.3.9600.16384

7,168

22-Aug-2013

04:15

Not applicable

Racpldlg.dll

6.3.9600.17415

110,592

29-Oct-2014

01:26

x86

Sdchange.exe

6.3.9600.17415

40,960

29-Oct-2014

01:48

x86

Windows RT 8.1

File name

File version

File size

Date

Time

Platform

Msra.exe

6.3.9600.18169

511,488

20-Dec-2015

14:43

Not applicable

Msralegacy.tlb

6.3.9600.16384

7,168

22-Aug-2013

03:16

Not applicable

Racpldlg.dll

6.3.9600.16384

108,032

22-Aug-2013

02:37

Not applicable

Sdchange.exe

6.3.9600.16384

40,960

22-Aug-2013

03:00

Not applicable

x64 Windows 8.1 and Windows Server 2012 R2

File name

File version

File size

Date

Time

Platform

Msra.exe

6.3.9600.18169

616,960

20-Dec-2015

14:56

x64

Msralegacy.tlb

6.3.9600.16384

7,168

22-Aug-2013

11:44

Not applicable

Racpldlg.dll

6.3.9600.17415

121,856

29-Oct-2014

02:00

x64

Sdchange.exe

6.3.9600.17415

49,664

29-Oct-2014

02:29

x64

Msra.exe

6.3.9600.17415

108,032

29-Oct-2014

01:52

x86

Msralegacy.tlb

6.3.9600.16384

7,168

22-Aug-2013

04:15

Not applicable

Racpldlg.dll

6.3.9600.17415

110,592

29-Oct-2014

01:26

x86

Sdchange.exe

6.3.9600.17415

40,960

29-Oct-2014

01:48

x86


x86 Windows 8.1

File property

Value

File name

Update.mum

File version

Not applicable

File size

1,584

Date (UTC)

23-Dec-2015

Time (UTC)

21:12

Platform

Not applicable

File name

X86_bf8f99a610070ee4e68ebfbcbc3fce8c_31bf3856ad364e35_6.3.9600.18171_none_20fe19fa79438a10.manifest

File version

Not applicable

File size

708

Date (UTC)

23-Dec-2015

Time (UTC)

21:12

Platform

Not applicable

File name

X86_microsoft-windows-remoteassistance-exe_31bf3856ad364e35_6.3.9600.18171_none_cbff79651d7a3483.manifest

File version

Not applicable

File size

58,324

Date (UTC)

23-Dec-2015

Time (UTC)

21:15

Platform

Not applicable

Windows RT 8.1

File property

Value

File name

Arm_b869ac18126b8b478feab328e83321be_31bf3856ad364e35_6.3.9600.18171_none_7f38dd8709a7ba39.manifest

File version

Not applicable

File size

708

Date (UTC)

23-Dec-2015

Time (UTC)

21:12

Platform

Not applicable

File name

Arm_microsoft-windows-remoteassistance-exe_31bf3856ad364e35_6.3.9600.18171_none_cc01ebbd1d775349.manifest

File version

Not applicable

File size

58,324

Date (UTC)

23-Dec-2015

Time (UTC)

21:12

Platform

Not applicable

File name

Update.mum

File version

Not applicable

File size

1,584

Date (UTC)

23-Dec-2015

Time (UTC)

21:12

Platform

Not applicable

x64 Windows 8.1 and Windows Server 2012 R2

File property

Value

File name

Amd64_99e346bb82b83605e5f5e7eca997c01c_31bf3856ad364e35_6.3.9600.18171_none_12479fafba3eed43.manifest

File version

Not applicable

File size

1,066

Date (UTC)

23-Dec-2015

Time (UTC)

21:12

Platform

Not applicable

File name

Amd64_microsoft-windows-remoteassistance-exe_31bf3856ad364e35_6.3.9600.18171_none_281e14e8d5d7a5b9.manifest

File version

Not applicable

File size

58,328

Date (UTC)

23-Dec-2015

Time (UTC)

21:18

Platform

Not applicable

File name

Update.mum

File version

Not applicable

File size

1,806

Date (UTC)

23-Dec-2015

Time (UTC)

21:12

Platform

Not applicable

File name

Wow64_microsoft-windows-remoteassistance-exe_31bf3856ad364e35_6.3.9600.18171_none_3272bf3b0a3867b4.manifest

File version

Not applicable

File size

53,506

Date (UTC)

23-Dec-2015

Time (UTC)

21:18

Platform

Not applicable


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