You can't offer Remote Assistance to another user when you use a mandatory profile in Windows 8.1 or Windows Server 2012 R2

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 systemUpdate
All supported x86-based versions of Windows 8.1DownloadDownload the package now.
All supported x64-based versions of Windows 8.1 DownloadDownload the package now.
All supported x64-based versions of Windows Server 2012 R2DownloadDownload 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.

Windows 8.1, Windows RT 8.1 and Windows Server 2012 R2

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:
    VersionProductMilestoneService branch
    6.3.960 0.16 xxxWindows RT 8.1, Windows 8.1, and Windows Server 2012 R2RTMGDR
    6.3.960 0.17 xxxWindows 8.1 and Windows Server 2012 R2RTMGDR
    6.3.960 0.18 xxxWindows RT 8.1, Windows 8.1, and Windows Server 2012 R2RTMGDR
  • 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 nameFile versionFile sizeDateTimePlatform
Msra.exe6.3.9600.18169541,69620-Dec-201514:43x86
Msralegacy.tlb6.3.9600.163847,16822-Aug-201304:15Not applicable
Racpldlg.dll6.3.9600.17415110,59229-Oct-201401:26x86
Sdchange.exe6.3.9600.1741540,96029-Oct-201401:48x86
Windows RT 8.1
File nameFile versionFile sizeDateTimePlatform
Msra.exe6.3.9600.18169511,48820-Dec-201514:43Not applicable
Msralegacy.tlb6.3.9600.163847,16822-Aug-201303:16Not applicable
Racpldlg.dll6.3.9600.16384108,03222-Aug-201302:37Not applicable
Sdchange.exe6.3.9600.1638440,96022-Aug-201303:00Not applicable
x64 Windows 8.1 and Windows Server 2012 R2
File nameFile versionFile sizeDateTimePlatform
Msra.exe6.3.9600.18169616,96020-Dec-201514:56x64
Msralegacy.tlb6.3.9600.163847,16822-Aug-201311:44Not applicable
Racpldlg.dll6.3.9600.17415121,85629-Oct-201402:00x64
Sdchange.exe6.3.9600.1741549,66429-Oct-201402:29x64
Msra.exe6.3.9600.17415108,03229-Oct-201401:52x86
Msralegacy.tlb6.3.9600.163847,16822-Aug-201304:15Not applicable
Racpldlg.dll6.3.9600.17415110,59229-Oct-201401:26x86
Sdchange.exe6.3.9600.1741540,96029-Oct-201401:48x86

Additional file information

x86 Windows 8.1
File propertyValue
File nameUpdate.mum
File versionNot applicable
File size1,584
Date (UTC)23-Dec-2015
Time (UTC)21:12
PlatformNot applicable
File nameX86_bf8f99a610070ee4e68ebfbcbc3fce8c_31bf3856ad364e35_6.3.9600.18171_none_20fe19fa79438a10.manifest
File versionNot applicable
File size708
Date (UTC)23-Dec-2015
Time (UTC)21:12
PlatformNot applicable
File nameX86_microsoft-windows-remoteassistance-exe_31bf3856ad364e35_6.3.9600.18171_none_cbff79651d7a3483.manifest
File versionNot applicable
File size58,324
Date (UTC)23-Dec-2015
Time (UTC)21:15
PlatformNot applicable
Windows RT 8.1
File propertyValue
File nameArm_b869ac18126b8b478feab328e83321be_31bf3856ad364e35_6.3.9600.18171_none_7f38dd8709a7ba39.manifest
File versionNot applicable
File size708
Date (UTC)23-Dec-2015
Time (UTC)21:12
PlatformNot applicable
File nameArm_microsoft-windows-remoteassistance-exe_31bf3856ad364e35_6.3.9600.18171_none_cc01ebbd1d775349.manifest
File versionNot applicable
File size58,324
Date (UTC)23-Dec-2015
Time (UTC)21:12
PlatformNot applicable
File nameUpdate.mum
File versionNot applicable
File size1,584
Date (UTC)23-Dec-2015
Time (UTC)21:12
PlatformNot applicable
x64 Windows 8.1 and Windows Server 2012 R2
File propertyValue
File nameAmd64_99e346bb82b83605e5f5e7eca997c01c_31bf3856ad364e35_6.3.9600.18171_none_12479fafba3eed43.manifest
File versionNot applicable
File size1,066
Date (UTC)23-Dec-2015
Time (UTC)21:12
PlatformNot applicable
File nameAmd64_microsoft-windows-remoteassistance-exe_31bf3856ad364e35_6.3.9600.18171_none_281e14e8d5d7a5b9.manifest
File versionNot applicable
File size58,328
Date (UTC)23-Dec-2015
Time (UTC)21:18
PlatformNot applicable
File nameUpdate.mum
File versionNot applicable
File size1,806
Date (UTC)23-Dec-2015
Time (UTC)21:12
PlatformNot applicable
File nameWow64_microsoft-windows-remoteassistance-exe_31bf3856ad364e35_6.3.9600.18171_none_3272bf3b0a3867b4.manifest
File versionNot applicable
File size53,506
Date (UTC)23-Dec-2015
Time (UTC)21:18
PlatformNot applicable
Properties

Article ID: 3103699 - Last Review: 04/15/2016 06:49:00 - Revision: 7.0

Windows Server 2012 R2 Datacenter, Windows Server 2012 R2 Standard, Windows Server 2012 R2 Essentials, Windows Server 2012 R2 Foundation, Windows 8.1 Enterprise, Windows 8.1 Pro, Windows 8.1, Windows RT 8.1

  • kbsurveynew kbfix kbexpertiseadvanced atdownload KB3103699
Feedback