You cannot offer Remote Assistance to another user when you use a mandatory profile in Windows Server 2008 R2

Symptoms

When you log on by using a mandatory profile, you cannot 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.


Cause

This problem occurs because Remote Assistance that is not unsolicited requires the cryptographic library to encrypt a Remote Assistance ticket. Cryptography is not enabled when mandatory or guest profiles are used because private key material cannot be persisted. However, for unsolicited Remote Assistance, cryptography is not actually required, and the error message is displayed incorrectly.

Resolution

Hotfix information

A supported hotfix is available from Microsoft Support. 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, go to 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 have Service Pack 1 for Windows Server 2008 R2 installed.

Restart requirement

You do not have to restart the computer after you apply this hotfix.

Hotfix replacement information

This hotfix does not replace any previously released hotfix.

The English (United States) 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 Server 2008 R2 file information and notesImportant Windows 7 hotfixes and Windows Server 2008 R2 hotfixes are included in the same packages. However, hotfixes on the Hotfix Request page are listed under both operating systems. To request the hotfix package that applies to one or both operating systems, select the hotfix that is listed under "Windows 7/Windows Server 2008 R2" on the page. Always refer to the "Applies To" section in articles to determine the actual operating system that each hotfix applies to.

  • The files that apply to a specific product, SR_Level (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
    1.
    22xxx

    Windows Server 2008 R2

    SP1

    LDR

  • GDR service branches contain only those fixes that are widely released to address widespread, extremely important 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 separately in the "Additional file information for Windows 7 and Windows Server 2008 R2" 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 x64-based versions of Windows Server 2008 R2

File name

File version

File size

Date

Time

Platform

Msra.exe

6.1.7601.22609

652,800

24-Feb-2014

02:31

x64

Racpldlg.dll

6.1.7601.22609

119,808

24-Feb-2014

02:32

x64

Msra.exe

6.1.7601.22609

652,800

24-Feb-2014

02:31

x64

Racpldlg.dll

6.1.7601.22609

119,808

24-Feb-2014

02:32

x64

Msra.exe

6.1.7601.22609

108,032

24-Feb-2014

02:00

x86

Msralegacy.tlb

6.1.7601.22609

7,168

24-Feb-2014

01:02

Not applicable

Racpldlg.dll

6.1.7601.22609

111,616

24-Feb-2014

02:00

x86

Sdchange.exe

6.1.7601.22609

40,960

24-Feb-2014

02:00

x86

Msra.exe

6.1.7601.22609

108,032

24-Feb-2014

02:00

x86

Msralegacy.tlb

6.1.7601.22609

7,168

24-Feb-2014

01:02

Not applicable

Racpldlg.dll

6.1.7601.22609

111,616

24-Feb-2014

02:00

x86

Sdchange.exe

6.1.7601.22609

40,960

24-Feb-2014

02:00

x86

Additional file information

Additional file information for Windows Server 2008 R2

Additional files for all supported x64-based versions of Windows Server 2008 R2

File name

Amd64_microsoft-windows-remoteassistance-exe_31bf3856ad364e35_6.1.7601.22609_none_961773fc319674b5.manifest

File version

Not applicable

File size

64,182

Date (UTC)

25-Feb-2014

Time (UTC)

07:36

Platform

Not applicable

File name

Amd64_microsoft-windows-remoteassistance-exe_31bf3856ad364e35_7.1.7601.22609_none_8787f041bc7d1d84.manifest

File version

Not applicable

File size

60,100

Date (UTC)

25-Feb-2014

Time (UTC)

07:36

Platform

Not applicable

File name

Wow64_microsoft-windows-remoteassistance-exe_31bf3856ad364e35_6.1.7601.22609_none_a06c1e4e65f736b0.manifest

File version

Not applicable

File size

55,754

Date (UTC)

24-Feb-2014

Time (UTC)

02:13

Platform

Not applicable

File name

Wow64_microsoft-windows-remoteassistance-exe_31bf3856ad364e35_7.1.7601.22609_none_91dc9a93f0dddf7f.manifest

File version

Not applicable

File size

53,261

Date (UTC)

24-Feb-2014

Time (UTC)

02:14

Platform

Not applicable

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.

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