[Okta Webinar] Learn how to a build a cloud-first strategyRegister Now

x
  • Status: Solved
  • Priority: Medium
  • Security: Public
  • Views: 1356
  • Last Modified:

Remote Assistance connection could not be established

http://www.experts-exchange.com/Operating_Systems/WinXP/Q_21833723.html

I have xp pro sp1.
I am able to have someone else provide Remote Assistance to me. I cannot provide Remote assistance to a client.
I also have Vonage with two units, daisy chained.

I get the following message
Remote Assistance connection could not be established because the remote host name could not be resolved. Please try again.

Essentially it just means that remote assistance didn't get a response from the target computer. The most likely cause in home scenarios is that there's a router in the way at the remote site. For Remote assistance to work, port 3389 must be forwarded on that router

port 3389 is open

RcBuddy.MSRcincident
<?xml version="1.0" encoding="Unicode" ?><UPLOADINFO TYPE="Escalated"><UPLOADDATA USERNAME="jp"
RCTICKET="65538,1,192.168.16.101:3389;TIGERTECH:3389,*,ER5de6cvlvblNKs1+APInc4VA41OF18QV46y1Sc/0XI=,*,*,
AnO+6MGb2FrxHHYQFr1hLBOS6V8=" RCTICKETENCRYPTED="0" DtStart="1143506631" DtLength="30" PassStub="" L="0" /></UPLOADINFO>
0
gonzal13
Asked:
gonzal13
2 Solutions
 
Rob WilliamsCommented:
Remote assistance does not require port forwarding, that is only necessary for an incoming connection such as remote desktop. Remote assistance is an outgoing request. It does however require that the router at the site from which the request was made, have UPnP enabled on the router. It also requires that the requesting end have a basic configuration such as     modem=>router=>computer. Adding another NAT device such as    combined modem/router => router => computer will not work. UPnP is how Windows gathers the information from the router to advise the remote user how to connect through the "ticket". Notice your ticket does not show the public IP. This is obtained by Windows through UPnP.

0
 
CKWTCommented:
Q. Is Remote Assistance the same thing as Remote Desktop?

A. No, it isn't. Remote Assistance uses Remote Desktop technology to allow an expert to provide assistance to a novice user on a computer running Windows XP. Get more information about Remote Assistance. http://www.microsoft.com/windowsxp/using/helpandsupport/learnmore/remoteassist/intro.mspx
 
is 1 of these steps missing?

CKWT
0
 
Rob WilliamsCommented:
gonzal13, did the above explain satisfactorily what was needed to get Remote Desktop to function?
--Rob
0
Free learning courses: Active Directory Deep Dive

Get a firm grasp on your IT environment when you learn Active Directory best practices with Veeam! Watch all, or choose any amount, of this three-part webinar series to improve your skills. From the basics to virtualization and backup, we got you covered.

 
Rob WilliamsCommented:
Keith, is it reasonable to propose that my answer was appropriate for the question, regardless of the fact there was no confirmation? It was quite specific as to the problem with the Remote Assistance Ticket not having a public IP (192.168.16.101).
Thanks,
--Rob
0
 
Keith AlabasterCommented:
Hey Rob, lets see if we get a response first. If not I'm happy for the Admin to amend the recommendation. I recall having to forward a port although it has been a LONG time since i ussed remote assistance for a client.

Regards
Keith
0
 
Rob WilliamsCommented:
>>"I recall having to forward a port although"
Hi Keith, no question you would have to port forward if it is a non-UPnP router. The concept with Remote assistance was that a novice could request assistance easily. That novice (my mother-in-law...just kidding) would never be able to configure port forwarding. Therefore it uses UPnP to manage the routing automatically for you. However, the hole in this theory is that most current routers, SOHO units, that  support UPnP, have it switched off for security purposes, thanks to Steve Gibson (www.grc.com)
In the above case it seems to have worked but it looks like the router was behind a NAT device, probably a combined modem/router, and received a private IP rather than the public IP (192.168.16.101:3389) there for the receiver could not connect from the remote/support site.

From MS site: " Yes, Remote Assistance will connect through NAT devices unless both the requestor and the helper are behind a Non-UPnP NAT device.......... Remote Assistance will detect the public Internet IP address and TCP port number on the UPnP NAT device and insert the address into the Remote Assistance ticket. The public Internet address and TCP port number will be used to connect through the NAT device by the helper or requestor workstation to establish a Remote Assistance session. The Remote Assistance connection request will then be forwarded to the client by the NAT device."
There is also a sample chart of the conditions in which it will work.
http://www.microsoft.com/windowsxp/using/helpandsupport/rafaq-technical.mspx
also:
http://ericappel.net/blog/MicrosoftRemoteAssistance.aspx

Not meaning to argue in anyway, and please don't worry about the points, it was just a suggestion, but thought I would try to clarify for those reading later.
Thanks,
--Rob
0
 
gonzal13RetiredAuthor Commented:
Hi:

The question was not abandoned. It just went on the back burner because I was working on websites.

Joe
0
 
Keith AlabasterCommented:
Thanks for the follow up Joe.

Keith
0
 
Rob WilliamsCommented:
Thanks Joe,
--Rob
0

Featured Post

Concerto Cloud for Software Providers & ISVs

Can Concerto Cloud Services help you focus on evolving your application offerings, while delivering the best cloud experience to your customers? From DevOps to revenue models and customer support, the answer is yes!

Learn how Concerto can help you.

Tackle projects and never again get stuck behind a technical roadblock.
Join Now