MSRA Remote control not working.

Question

_{Sunday, January 5, 2020 10:13 AM}

Hello

I have strange problem related to Remote Control options in MRSA. 

Remote Assitance has been configured via GPO and heldesk user can offer help by using msra.exe /OfferRA and moreover, after accepting offering by another side he is able to see remote desktop. He also can request remote control and user who needs help is able to see this request and can accept it. But that's all. Then heldesk user can only observe the desktop of remote PC despite of permitting remote control but can't interact with it. Neither mouse nor keybord working.

Please assist to solve this issue.

Thank's a lot in advance.

Update: Investigation shows that if I try to use shadowing connections from Win10 to Win10 it works fine as expected with the same credentials. Just in case I mean following command: mstsc /shadow:<sessionID> /v:<server name or address> /control, but msra still no sucess. Just mysterious. 

All replies (5)

_{Monday, January 6, 2020 1:10 AM}

Check the following two settings of Group Policy :

Offer Remote Assistance in Computer Configuration\Administrative Templates\System\Remote Assistance

and

Remote Desktop Users in Computer Configuration\Windows Settings\Security Settings\Restricted Groups

S.Sengupta,Microsoft MVP Windows and Devices for IT, Windows Insider MVP

_{Monday, January 6, 2020 1:54 AM}

HI

0.can you enter winver in command prompt on both helper's computer and customer's computer then look the os version and os version number ?is it win10 pro or win10 enterprise ?[for example windows 10 enterprise 1809 (os build 17763.316)]

1.after we do clean boot on both helper's computer and customer's computer ,helper send the remote assitance again, will the same problem also happen?
https://support.microsoft.com/en-us/help/929135/how-to-perform-a-clean-boot-in-windows

2.when the problem fist happened ,did your issue happen after upgrading from win10(1809) to win10(1903) or did your issue happen after installing update patch on your helper's computer or customer's computer ?
we can enter below powershell command on your helper's computer and customer's computer ,then check which update installed recently.
$QFE = Get-hotfix -computername $server | select-object -property Description,HotFixID,InstalledBy,InstalledOn | out-file c:\windows\temp\server.txt
change all $server to host name of computer

3.if the prolem persist ,ensure the latest update has been installed to avoid known issue.

Best Regards
Andy YOU
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_{Tuesday, January 7, 2020 3:06 PM}

HI

Is there any progress on your question?

Best Regards
Andy YOU
Please remember to mark the replies as answers if they help.
If you have feedback for TechNet Subscriber Support, contact [email protected].

_{Sunday, January 12, 2020 2:23 PM}

HI
Is there anything to help you?

Best Regards
Andy YOU
Please remember to mark the replies as answers if they help.
If you have feedback for TechNet Subscriber Support, contact [email protected].

_{Saturday, January 18, 2020 8:54 AM}

HI
Is there any progress on your question?

Best Regards
Andy YOU
Please remember to mark the replies as answers if they help.
If you have feedback for TechNet Subscriber Support, contact [email protected].