Fix Remote Assistance Not Working in Windows 11: Step-by-Step Guide

Troubleshooting “Cannot Use Remote Assistance with New Windows 11”

Windows Remote Assistance (RA) lets one user view or control another’s desktop to provide help. In Windows 11, some settings and features have changed, which can block RA if not updated. Here’s a deep look at solving RA issues on new Windows 11 clients.

1. Enable Remote Assistance on the Client

• Open Settings (Win + I) → System → Remote Desktop.
• Click Remote Assistance settings under Related settings.
• Tick Allow Remote Assistance connections to this computer.
• Click Advanced, ensure Allow this computer to be controlled remotely is checked, and adjust invitation timeout and quality.

2. Check System Properties

• Search for View advanced system settings in Start.
• On the Remote tab, ensure Allow Remote Assistance connections to this computer is selected.
• Click Select Users to add domain or local accounts allowed to connect.

3. Firewall and Network Profile

• Go to Settings → Privacy & security → Windows Security → Firewall & network protection.
• Click Allow an app through firewall.
• Ensure Remote Assistance (msra.exe) is allowed on both private and domain profiles.
• If your network is set to Public, switch to Private under Network and Internet → Properties.

4. Services and Dependencies

• Open Services (services.msc).
• Ensure Remote Desktop Services and Remote Desktop Services UserMode Port Redirector are running.
• Check Remote Procedure Call (RPC) and Network Location Awareness services are running.

5. Credential Delegation for Domain Environments

• Remote Assistance uses CredSSP. In domain setups, group policies may block delegation.
• On domain controllers, open Group Policy Management, edit the GPO applied to clients:
• Under Computer Configuration → Administrative Templates → System → Credentials Delegation, enable Allow Delegating Default Credentials and add TERMSRV/* to the list.
• Run gpupdate /force on the client to apply.

6. NAT and Router Configuration

• If either party is behind NAT or firewall, configure port forwarding for TCP 3389 (RA uses RDP ports) and UDP 3389.
• Ensure any VPNs allow remote assistance traffic or split-tunnel to bypass corporate firewalls.

7. Check Remote Assistance Version Compatibility

• Windows 11 uses updated msra.exe with different defaults. If legacy clients use older versions, update them or use matching Win11 msra.exe.
• You can find the Win11 client msra.exe in C:\Windows\System32 and copy it to older systems.

8. Logs and Diagnostics

• On the client, open Event Viewer → Applications and Services Logs → Microsoft → Windows → RemoteAssistance.
• Look for errors or warnings in the Operational log.
• Use msra /offerra from command prompt to test inviting another user.

Conclusion

By enabling RA, adjusting system settings, firewall rules, credential delegation, and checking services, you can restore Remote Assistance functionality in Windows 11. Ensure both helper and recipient machines meet the same compatibility and network requirements.