Remote Assistance Help

[Guest]

I continue to have problems using Remote Assistance on WinXP. I have XP pro and can provide remote assistance to all other requests except one that keeps coming back as 'Host Name Can Not Be Resolved' I have had the user re name their computer, try with different MSN accounts. Tried from Help and Support 'Invite a friend to help' I have had the user disable their WIN XP firewall. I have had the user un-install and re install. Have had them stop Windows Messenger from starting up at log on.

When their firewall is down I can ping their machine. No matter what I try I am unable to connect to this one computer to provide remote assistance. Any suggestions would be great

I provide remote assistance to a group of XP users both home edition and Pro. I can connect to all but one. The one in question is XP Home Edition

I can transfer files and have good audio and video with this computer but continue to get "Remote Host Name Could Not Be Resolved" This occurs when the Novice sends me a Remote Request via the Help and Support, Invite someone to help you. When we try by going just with MSN Messenger remote assistance there is no response whatsoever.

So far here is a list of actions taken

Unchecked QoS packet
Set display to 16bit color (this resolved the audio and video problems) Renamed the users computer Ran ipconfig /flushdns Used a different users passport account Turned off the users Internet Sharing Firewall (When the firewall wall is down I can ping the remote machine) Deleted the users hotmail / passport stored passwords /accounts from User Manager Logged on as a different user UN installed MSN Messenger 6.2 re installed 6.2 (after rebooting) UN installed Windows Messenger 4.7 and re installed (after re booting) Set Internet Explorer 6.0.0290 to all defaults. Ran any Windows Update

Please note we are both using WIN XP SP2, the problem was the same prior to the updated service pack and as I can connect to other users with MSN remote request I do not think this is the issue

Do you have any input into the "Remote Host Name Could Not Be Resolved" error

When I send a remote request to the Novice they can connect to my machine but I can not connect to theirs. I am running out of options

The only area that I can think of is that I built both of these machines and shipped one to them. However I have checked that the machine names are unique and have released the network stack and re set it all.


Thank you

David J Mitten

 

[Paul_H]

Dear David,
I have had exactly the same error. I too provide Remote
assistance to a group of users in the company I work for.
I have one user who I just cant remote assist. He sends
me a remote assist request, I receive the request and
accept it. We both then get the message attempting to
connect to "user who sent request", the we both get the
error message 'Host Name Can Not Be Resolved'.
I honestly cannot work out why this happens with this one
user. All the other users are also on dial up connection
and I am operating from a LAN with a SDSL connection to
the internet. We all use WinXP Pro.
Sorry I cannot help, but at least you are not the only
one.
Cheers,
Paul

-----Original Message-----
I continue to have problems using Remote Assistance on

WinXP. I have XP pro and can provide remote assistance to
all other requests except one that keeps coming back
as 'Host Name Can Not Be Resolved' I have had the user re
name their computer, try with different MSN accounts.
Tried from Help and Support 'Invite a friend to help' I
have had the user disable their WIN XP firewall. I have
had the user un-install and re install. Have had them
stop Windows Messenger from starting up at log on.

When their firewall is down I can ping their machine. No

matter what I try I am unable to connect to this one
computer to provide remote assistance. Any suggestions
would be great.

I provide remote assistance to a group of XP users both

home edition and Pro. I can connect to all but one. The
one in question is XP Home Edition.

I can transfer files and have good audio and video with

this computer but continue to get "Remote Host Name Could
Not Be Resolved" This occurs when the Novice sends me a
Remote Request via the Help and Support, Invite someone
to help you. When we try by going just with MSN Messenger
remote assistance there is no response whatsoever.

So far here is a list of actions taken:

Unchecked QoS packets
Set display to 16bit color (this resolved the audio and

video problems) Renamed the users computer Ran
ipconfig /flushdns Used a different users passport
account Turned off the users Internet Sharing Firewall
(When the firewall wall is down I can ping the remote
machine) Deleted the users hotmail / passport stored
passwords /accounts from User Manager Logged on as a
different user UN installed MSN Messenger 6.2 re
installed 6.2 (after rebooting) UN installed Windows
Messenger 4.7 and re installed (after re booting) Set
Internet Explorer 6.0.0290 to all defaults. Ran any
Windows Updates

Please note we are both using WIN XP SP2, the problem

was the same prior to the updated service pack and as I
can connect to other users with MSN remote request I do
not think this is the issue.

Do you have any input into the "Remote Host Name Could Not Be Resolved" error?

When I send a remote request to the Novice they can

connect to my machine but I can not connect to theirs. I
am running out of options.

The only area that I can think of is that I built both

of these machines and shipped one to them. However I have
checked that the machine names are unique and have
released the network stack and re set it all.