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Remote Assistance May Not Work if Internet Connection Firewall Is Enabled

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This article was previously published under Q310608
SYMPTOMS
When an expert attempts to connect to a novice's computer, the expert may receive the following error message:
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.
CAUSE
This problem can occur if the Internet Connection Firewall has been enabled after the Remote Assistance invitation was created.
RESOLUTION
To work around this problem, use either of the following methods.
  • Create a new Remote Assistance invitation while ICF is enabled, and then send the new invitation to the expert.
  • Disable the Internet Connection Firewall while the expert attempts to establish the Remote Assistance invitation.
  • Restart the novice's computer, and then have the expert establish the Remote Assistance session.
STATUS
Microsoft has confirmed that this is a problem in the Microsoft products that are listed at the beginning of this article.
MORE INFORMATION
For additional information about the Internet Connection Firewall, click the article number below to view the article in the Microsoft Knowledge Base:
283673 HOW TO: Enable the Internet Connection Firewall Feature
icf ra
Properties

Article ID: 310608 - Last Review: 10/23/2001 21:30:00 - Revision: 1.1

  • Microsoft Windows XP Home Edition
  • Microsoft Windows XP Professional
  • kbenv kberrmsg kbnetwork kbprb KB310608
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