Remote Assistance does not display a desktop that has a resolution of 1366 x 768 correctly in Windows 7

Symptoms

Assume that you use Remote Assistance to connect to a computer that is running Windows 7. The desktop resolution of the Windows 7-based computer is 1366 x 768. In this situation, the Remote Assistance window does not display the desktop of the Windows 7-based computer correctly.

Cause

This issue occurs because of an error in Remote Desktop Services.

Resolution

Hotfix information

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 the problem described in this article. 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 website:

http://support.microsoft.com/contactus/?ws=supportNote 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.

Prerequisites

To apply this hotfix, you must be running Windows 7 or Windows 7 Service Pack 1 (SP1).

For more information about how to obtain a Windows 7 or Windows Server 2008 R2 service pack, click the following article number to view the article in the Microsoft Knowledge Base:

976932 Information about Service Pack 1 for Windows 7 and for Windows Server 2008 R2

Registry information

To apply the hotfix in this package, you do not have to make any changes to the registry.

Restart requirement

You must restart the computer after you apply this hotfix.

Hotfix replacement information

This hotfix does not replace a previously released hotfix.

File information

The global version of this hotfix installs files that have the attributes that are listed in the following tables. The dates and the times for these files are listed in Coordinated Universal Time (UTC). The dates and the times for these files on your local computer are displayed in your local time together with your current daylight saving time (DST) bias. Additionally, the dates and the times may change when you perform certain operations on the files.

Windows 7 file information 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

    SR_Level

    Service branch

    6.1.760
    0.
    17xxx

    Windows 7

    RTM

    GDR

    6.1.760
    0.
    21xxx

    Windows 7

    RTM

    LDR

    6.1.760
    1.
    17xxx

    Windows 7

    SP1

    GDR

    6.1.760
    1.
    21xxx

    Windows 7

    SP1

    LDR

  • The MANIFEST files (.manifest) and the MUM files (.mum) that are installed for each environment are listed separately in the "Additional file information for Windows 7" section. MUM and MANIFEST files, and the associated security catalog (.cat) files, are extremely 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.

For all supported x86-based versions of Windows 7

File name

File version

File size

Date

Time

Platform

Rdpcore.dll

6.1.7600.17007

826,368

21-Apr-2012

04:35

x86

Rdpcore.dll

6.1.7600.21198

827,904

20-Apr-2012

04:52

x86

Rdpcore.dll

6.1.7601.17825

826,880

21-Apr-2012

04:33

x86

Rdpcore.dll

6.1.7601.21977

826,880

21-Apr-2012

04:31

x86

For all supported x64-based versions of Windows 7

File name

File version

File size

Date

Time

Platform

Rdpcore.dll

6.1.7600.17007

1,031,680

21-Apr-2012

05:59

x64

Rdpcore.dll

6.1.7600.21198

1,034,240

20-Apr-2012

06:08

x64

Rdpcore.dll

6.1.7601.17825

1,031,680

21-Apr-2012

05:30

x64

Rdpcore.dll

6.1.7601.21977

1,031,680

21-Apr-2012

05:23

x64

Rdpcore.dll

6.1.7600.17007

826,368

21-Apr-2012

04:35

x86

Rdpcore.dll

6.1.7600.21198

827,904

20-Apr-2012

04:52

x86

Rdpcore.dll

6.1.7601.17825

826,880

21-Apr-2012

04:33

x86

Rdpcore.dll

6.1.7601.21977

826,880

21-Apr-2012

04:31

x86

Workaround

To work around this issue, set the desktop resolution on the Windows 7-based computer to a supported value that can be divided by 4. For example, set the desktop resolution on the Windows 7-based computer to 1368 x 768.

Status

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

More Information

For more information about software update terminology, 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

Additional file information

Additional file information for Windows 7

Additional files for all supported x86-based versions of Windows 7

File name

Update-bf.mum

File version

Not Applicable

File size

2,278

Date (UTC)

23-Apr-2012

Time (UTC)

18:16

Platform

Not Applicable

File name

Update.mum

File version

Not Applicable

File size

2,325

Date (UTC)

23-Apr-2012

Time (UTC)

18:16

Platform

Not Applicable

File name

X86_microsoft-windows-t..-collaboration-core_31bf3856ad364e35_6.1.7600.17007_none_bb3daffa573bc2ed.manifest

File version

Not Applicable

File size

3,505

Date (UTC)

21-Apr-2012

Time (UTC)

04:59

Platform

Not Applicable

File name

X86_microsoft-windows-t..-collaboration-core_31bf3856ad364e35_6.1.7600.21198_none_bb66fdc370a17787.manifest

File version

Not Applicable

File size

3,505

Date (UTC)

20-Apr-2012

Time (UTC)

05:16

Platform

Not Applicable

File name

X86_microsoft-windows-t..-collaboration-core_31bf3856ad364e35_6.1.7601.17825_none_bd0c96585473fdf2.manifest

File version

Not Applicable

File size

3,505

Date (UTC)

21-Apr-2012

Time (UTC)

05:06

Platform

Not Applicable

File name

X86_microsoft-windows-t..-collaboration-core_31bf3856ad364e35_6.1.7601.21977_none_bd62241b6db85c1f.manifest

File version

Not Applicable

File size

3,505

Date (UTC)

21-Apr-2012

Time (UTC)

05:02

Platform

Not Applicable

Additional files for all supported x64-based versions of Windows 7

File name

Amd64_microsoft-windows-t..-collaboration-core_31bf3856ad364e35_6.1.7600.17007_none_175c4b7e0f993423.manifest

File version

Not Applicable

File size

3,509

Date (UTC)

21-Apr-2012

Time (UTC)

06:26

Platform

Not Applicable

File name

Amd64_microsoft-windows-t..-collaboration-core_31bf3856ad364e35_6.1.7600.21198_none_1785994728fee8bd.manifest

File version

Not Applicable

File size

3,509

Date (UTC)

20-Apr-2012

Time (UTC)

06:36

Platform

Not Applicable

File name

Amd64_microsoft-windows-t..-collaboration-core_31bf3856ad364e35_6.1.7601.17825_none_192b31dc0cd16f28.manifest

File version

Not Applicable

File size

3,509

Date (UTC)

21-Apr-2012

Time (UTC)

05:59

Platform

Not Applicable

File name

Amd64_microsoft-windows-t..-collaboration-core_31bf3856ad364e35_6.1.7601.21977_none_1980bf9f2615cd55.manifest

File version

Not Applicable

File size

3,509

Date (UTC)

21-Apr-2012

Time (UTC)

05:53

Platform

Not Applicable

File name

Update-bf.mum

File version

Not Applicable

File size

2,294

Date (UTC)

23-Apr-2012

Time (UTC)

18:16

Platform

Not Applicable

File name

Update.mum

File version

Not Applicable

File size

2,341

Date (UTC)

23-Apr-2012

Time (UTC)

18:16

Platform

Not Applicable

File name

X86_microsoft-windows-t..-collaboration-core_31bf3856ad364e35_6.1.7600.17007_none_bb3daffa573bc2ed.manifest

File version

Not Applicable

File size

3,505

Date (UTC)

21-Apr-2012

Time (UTC)

04:59

Platform

Not Applicable

File name

X86_microsoft-windows-t..-collaboration-core_31bf3856ad364e35_6.1.7600.21198_none_bb66fdc370a17787.manifest

File version

Not Applicable

File size

3,505

Date (UTC)

20-Apr-2012

Time (UTC)

05:16

Platform

Not Applicable

File name

X86_microsoft-windows-t..-collaboration-core_31bf3856ad364e35_6.1.7601.17825_none_bd0c96585473fdf2.manifest

File version

Not Applicable

File size

3,505

Date (UTC)

21-Apr-2012

Time (UTC)

05:06

Platform

Not Applicable

File name

X86_microsoft-windows-t..-collaboration-core_31bf3856ad364e35_6.1.7601.21977_none_bd62241b6db85c1f.manifest

File version

Not Applicable

File size

3,505

Date (UTC)

21-Apr-2012

Time (UTC)

05:02

Platform

Not Applicable

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