@PayGOnline wrote:
Hi All,
I have been banging my head against this problem, I'd appreciate any help.
The Horizon Remote Assistance only works for one of our Windows 10 1909 Pools, all the others do not work. I cannot figure out why.
What I understand is that the feature leverages the Windows build in assistance (msra.exe).
On the functioning Pool, I click the remote assistance button and a msirc file is being downloaded. I click it, and it works.
On the other pools, the file is never downloaded.
What I have tried:
Even though remote assistance was explicitly disabled in our environment, it worked on “the one” pool. I then reconfigured all other pools to verify all ports work the way they should to accept remote assistance using msirc and that worked (unsolicited).
I gathered that the file may be created by the connection server / proxy gateway using the message bus port 4002. On the functioning VM, one I trigger it, I see some SBM traffic for desktop.ini files (which I don’t understand how that relates to the generation of the incident file). On the non-functioning VM, when I click the button, I can see packets going towards the VM, and I can see packages arriving at the VM, but then nothing happens.
I have not done any enhanced logging on the VM yet -to be honest I don’t know which logs at which level I should look through to see that kind of traffic.
Any pointers would be appreciated.
You can generate remote assistance tickets for connected desktop or application sessions. Administrators can use the remote assistance ticket to take control of a user's desktop and troubleshoot problems.
Click Remote Assistance and download the Help Desk ticket file. Open the ticket and wait for the ticket to be accepted by the user on the remote desktop. You can open the ticket only on a Windows desktop. After the user accepts the ticket, you can chat with the user and request control of the user's desktop
