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You are using a computer that is running Microsoft Windows XP. You try to use the Remote Assistance feature to offer remote assistance to a user whose computer is also running Windows XP. However, the first time that you try to connect to the user's computer, you receive one of the following error messages:
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.
You have been disconnected from Name's computer. For more information, contact Name.
If you try again, you can successfully connect to the computer and offer assistance to the user.
This problem occurs if the following conditions are true:
The Remote Desktop feature is not enabled on the user's computer.
The connection attempt times out before the Remote Desktop Help Session Manager service on the user's computer starts.
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. This hotfix might receive additional testing. Therefore, if you are not severely affected by this problem, we recommend that you wait for the next software update that contains this hotfix.
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, contact 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:
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.
You must be running Windows XP with Service Pack 2 (SP2) to install this hotfix.
You must restart the computer after you apply this hotfix.
Hotfix replacement information
This hotfix does not replace any other hotfixes.
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.
To work around this problem, enable the Remote Desktop feature on the user's computer.
Microsoft has confirmed that this is a problem in the Microsoft products that are listed in the "Applies to" section.
For more information about terminology that Microsoft uses to describe software updates, click the following article number to view the article in the Microsoft Knowledge Base:
824684 Description of the standard terminology that is used to describe Microsoft software updates