Windows XP Remote Assistance May Disconnect If You Use America Online (323565)

SYMPTOMS

If you connect to the Internet by using America Online version 7.0 and you then try to start a Remote Assistance session, the session may disconnect after the ticket is initially negotiated. The disconnect occurs before the desktop becomes visible to the expert in the session. The session may also seem to "freeze" on the computer that initiates the session before the expert is disconnected.

RESOLUTION

To resolve this issue, contact America Online to inquire about obtaining an update that is compatible with the Windows XP Remote Assistance feature. For additional information, visit the America Online Web site:

America Online

Microsoft provides third-party contact information to help you find technical support. This contact information may change without notice. Microsoft does not guarantee the accuracy of this third-party contact information.

MORE INFORMATION

For additional information, click the article numbers below to view the articles in the Microsoft Knowledge Base:

306478 Troubleshooting America Online in Windows XP

299282 Cannot Use MSN EXPLORER or AOL To Send a Remote Assistance Invitation via Email Option

304023 How to Change the E-mail Program That Is Used By Remote Assistance

The third-party products that are discussed in this article are manufactured by companies that are independent of Microsoft. Microsoft makes no warranty, implied or otherwise, regarding the performance or reliability of these products.

For information about how to contact America Online, click the appropriate article number in the following list to view the article in the Microsoft Knowledge Base:

65416 Hardware and Software Third-Party Vendor Contact List, A-K

60781 Hardware and Software Third-Party Vendor Contact List, L-P

60782 Hardware and Software Third-Party Vendor Contact List, Q-Z