Windows 10: Microsoft Remote Assistance msra.exe takes 45 seconds to establish connection

Good afternoon. The organization I work for has a Windows domain with about 2,000 workstations and a similar number of employees. Most desktops runWindows 10 Pro Version 1909, Build 18363.657. The machines access the Internet through an automatic proxy configuration address .pac file.

Years ago, we implemented a solution to facilitate IT support, using Microsoft Remote Assistance msra.exe, which works as follows:

1 A GPO creates a shortcut on the desktop of each user's profile when he logs in;

2 This shortcut executes the following command:

C:\Windows\System32\msra.exe /saveasfile "\server\path\%USERNAME%.msrcIncident" "genericpassword"

3 When people need help, the IT professional asks them to double-click this shortcut. This creates an msrcincident file in the server folder, named with the user's login. The IT professional goes to the folder, double-clicks the file, types the password and controls the computer after the employee authorizes.

This worked well for quite a while. After the support guy opened the msrcIncident and typed the password, the employee immediately received the dialog boxes asking if he wanted to share the screen and the control of his computer, and soon afterwards the professional could already operate the machine. Quick and easy. But after we migrated from Windows 7/8 to 10, the following happened and still happens: after the IT professional opens msrcIncident and types the password,it takes exactly 45 seconds for the dialog boxes to appear on the employee's computer, which obviously creates an irritating and embarrassing situation for workers and a significant amount of lost time for the support team.

Searching the Internet, I understood that those 45 seconds are a timeout, which occurs because msra.exe is unable to verify some certificates on the Internet. A user in the same situation posted the problem and a solution he reached at the link below, but I honestly don't know how to implement what he did, more specifically, find out which certificates and lists that msra.exe looks for and download them to a local server:

https://www.experts-exchange.com/qu...conds-to-connect-from-Win10-1809-or-1803.html

Finally, I did the following test: I took two computers and reproduced the problem I am describing in this topic. Meanwhile, a colleague watched the proxy server to see whether the machines tried to access the internet. Then, the following appeared:

1 On the machine giving support 10.26.10.34:

10.26.10.34 TCP_TUNNEL/200 4046 CONNECT settings-win.data.microsoft.com:443 - HIER_DIRECT/40.74.108.123

2 On the machine receiving support 10.26.10.112:

1602002859.246 123838 10.26.10.112 TCP_TUNNEL/200 7812 CONNECT www.bing.com:443 - HIER_DIRECT/204.79.197.200 - 1602002861.004 125454 10.26.10.112 TCP_TUNNEL/200 7812 CONNECT www.bing.com:443 - HIER_DIRECT/204.79.197.200 - 1602002862.440 122370 10.26.10.112 TCP_TUNNEL/200 7249 CONNECT c-ring.msedge.net:443 - HIER_DIRECT/13.107.4.254 - 1602002862.527 126700 10.26.10.112 TCP_TUNNEL/200 7812 CONNECT www.bing.com:443 - HIER_DIRECT/204.79.197.200 - 1602002863.040 127209 10.26.10.112 TCP_TUNNEL/200 7812 CONNECT www.bing.com:443 - HIER_DIRECT/204.79.197.200 - 1602002865.571 128542 10.26.10.112 TCP_TUNNEL/200 9978 CONNECT fp.msedge.net:443 - HIER_DIRECT/204.79.197.222 - 1602002867.622 128012 10.26.10.112 TCP_TUNNEL/200 7425 CONNECT s-ring.msedge.net:443 - HIER_DIRECT/13.107.3.254 - 1602002868.349 132939 10.26.10.112 TCP_TUNNEL/200 6196 CONNECT www.bing.com:443 - HIER_DIRECT/204.79.197.200 - 1602002921.080 180846 10.26.10.112 TCP_TUNNEL/200 9913 CONNECT fp-vp-nocache.azureedge.net:443 - HIER_DIRECT/192.16.48.200 -

Sorry for the long post. Thank you very much for your attention and help.

:)

 

Remote Assistance for Windows 10

The file for Remote Assistance is msra.exe

You can either press START, type MSRA, and press enter to launch Microsoft Remote Assistance, or you can right-click the background, NEW-->SHORTCUT to create a shortcut to it.

 

MSRA ( Remote Assistant) Stops working after upgrading Windows 10 1809

Hi,

After upgrading Win 10 1803 to 1809 update in 100 systems i found one issue that MSRA ( Remote Assistant ) stops working in 40-50 systems. So kindly provide some solution for fixing this issue.

Below Error While connecting to remote system.





Thanks,

 

Quick Assist / MSRA Easy Connect without Internet (Internal LAN)

Dear All,

I need guidance here as my organisation is running the LAN that is
not connected to the Internet.

To be able to support (across different location), I will need to implement remote access to quickly understand their problem and resolve it.

Quick Assist

When I launched Quick Assist, it immediately throws me "Check your Internet connection".

It seems like it requires an Internet connection. Is there a way it can work without the need for Internet connection?

From the online article, the initiator requires a MS account. If my organisation network is not connected to the Internet, how can I work on this?

MSRA Easy Connect

I read that it requires a IPv6 setting but it seems like it requires a Teredo server (kindly correct me if I am wrong).

Enabling Easy Connect Remote Assistance in a domain environment

MSRA connection via "Invite someone you trust to help you" > "Save this invitation as a file" or "Use email to send an invitation" does work but requires additional mouse clicks that some of my users experience difficulties in.

Thus, I find both Quick Assist the best option as the initiator is from the support team as compared to the user.

Thank you for all advices and help rendered in advance!!!