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tgp1994-1882 asked tgp1994-1882 answered

Quick Assist does not load on main user profile

I do remote support for people, and in the past I've used Team Viewer. I just learned about Quick Assist, and would like to try it.

I first had to enable it as an optional feature since it was not for some reason. After that was done, I tried launching it, and am greeted with a white screen and spinning blue dots. The app sits here and never finishes loading.

I've tried selective startup with System Services only, and resetting Internet Explorer settings to defaults, neither of those options have worked. I did try making another user account on my PC which did work, however this isn't ideal and I'd like to understand why it isn't working on mine without having to do any sort of destructive resets.

I tried watching the process in Process Monitor, and it seems to get stuck directly after sending and receiving some data to a remote IP address. If there are any ideas on how I can troubleshoot this, I'd really appreciate it!

Current system: 20H2 Build 19042.985

References

windows-10-general
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HI
This is a quick note to let you know that I am currently performing research on this issue and will get back to you as soon as possible. I appreciate your patience.
If you have any updates during this process, please feel free to let me know.

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Thank you!

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HI tgp1994-1882,

"After that was done, I tried launching it, and am greeted with a white screen and spinning blue dots."
1.When this symptom happen?
after you click “assist another person” option like below picture?
after you just click "quick assist" in start menu?

![102229-4.png][1]
2."white screen and spinning blue dots"
Is the symptom like below picture?
![102230-3.png][2]

3.Did your current issue account in local administrators group of problematical win10?

4.Is current local issue computer and remote computer joined to the same AD domain?
[1]: /answers/storage/attachments/102229-4.png
[2]: /answers/storage/attachments/102230-3.png

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I'm working this very issue with Quick Assist and security for internet zones. I've collected a list of sites to place in the Trusted sites list so scripts (guessing JavaScript) can be permitted. However, there is some script running (maybe locally?) that's still producing a dialog box to allow scripts to run.

What I've learned is, if you adjust your Internet zone to high, this disables scripts. For testing, I've used the Custom level... button to change scripts (7th from the bottom) to either allow or prompt. If allowed, it just works. If prompt, I get the box as expected and if I say yes, Quick Assist works.

HOWEVER! I've done as much scouring with GlassWire and ipconfig /displaydns as I can to reveal sites Quick Assist needs to run scripts for so they can be added to the list of Trusted sites where scripts are just allowed. I still get 1 script prompt when QA is launched to receive assistance and 6 more if I sign in to provide assistance totaling 7 prompts. Without these sites in Trusted, I can't even remember how many prompts I get but, IT'S A LOT! I can't for the life of me track down whatever it takes to make them all stop.
My list:
.akadns.net
.akamaiedge.net
.akamaitechnologies.com
.azure-api.net
.azureedge.net
.edgekey.net
.gammacdn.net
.live.com
.lync.com
.microsoft.com
.microsoftonline.com
.msauth.net
.msecdn.net
.msidentity.com
.nsatc.net
.onestore.ms
*.trafficmanager.net

1 Vote 1 ·

Roy,

Thank you for posting that! My Internet zone defaults to medium-high, and when I checked the specific configuration items, all script options were set to either enabled or prompt. I tried going through the list and setting everything else to enabled or prompt, and later I just lowered the internet zone to it's lowest security level, "medium". Unfortunately none of these things changed the behavior of Quick Assist. It does look like, in my case, that there's something wrong with my user profile.

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Maybe see if you can ping all the domains in that list for the broken profile?

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Do you have any sites in the Restricted sites list? If QA can't contact some of the sites I posted, you'll get this behavior. Also, many of these settings are Windows profile specific so another profile might not have the setting that's breaking QA.

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tgp1994-1882 avatar image
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tgp1994-1882 answered

I want to just post an update here. At some point, the Quick Assist app has started working. I can't see any program versions so I don't know when it changed, but at any rate I can now use it on my main user account. Thank you @JiaYou-MSFT for all of your help!

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Reza-Ameri avatar image
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Reza-Ameri answered tgp1994-1882 edited

Try open start and search for feedback and open the Feedback Hub app and report this issue.

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Already done, hopefully that will help. I noticed that you can't collect diagnostic logs anymore, so unfortunately those won't be included.

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Glad you did, this way the Windows team would be able to investigate and resolve the problem.

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JiaYou-MSFT avatar image
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JiaYou-MSFT answered tgp1994-1882 commented

HI tgp1994-1882,

Thanks for your reply.

1.Please clean boot your problematical win10 then check if the same issue happen?
https://support.microsoft.com/en-us/topic/how-to-perform-a-clean-boot-in-windows-da2f9573-6eec-00ad-2f8a-a97a1807f3dd

2.If the same issue happen on clean boot mode for issue account, please compare which difference between normal logs and issue logs.
(1)Please download network monitor/wireshark and procmon on your problematical computer.
(2)Use problematical admin account logon this computer, run both network monitor/wireshark and procmon first then open the quick assist to reprocuce your issue, then stop and catpure issue network log and issue procmon log.
(3)Use normal administrator account logon this computer, run both network monitor/wireshark and procmon first then open the quick assist to reprocuce your issue again, then stop and catpure normal network log and normal procmon log.
(4)Compare which difference between normal logs and issue logs.


3.When the quick assistance open fail, we can write down the time and check if there is any log about our issue?

client win10
event viewer\windows logs\
application
setup
system
Event Viewer – Applications and Services Logs -Microsoft-remoteassistance
admin enable
operational enable
tracing enable

Download Wireshark
https://www.wireshark.org/download.html

Process Monitor v3.82
https://docs.microsoft.com/en-us/sysinternals/downloads/procmon

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Hi,

Clean boot was already attempted, no difference.

Wireshark was a more difficult one to compare because we can't filter per application. If I look at both Wireshark and Process Monitor logs though, I can start to see a pattern:

Both sessions (good start and bad start) make connections to five different IPs. In the bad start, two IPs are communicated with slightly less than a good start, while the remaining three are communicated with much more (twice as much in one case). Wireshark isn't much more informative unfortunately, since you can't filter by process. I'm also not sure how to view the information in a TLS session unless you know how.

I've hit my character limit for this post, so I'll make another with observations comparing the two process monitor captures.

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When I look at a side-by-side difference of the two entire ProcMon captures, I can sort of see an interesting pattern. Here's an image of the differences in process activity - good on the left, bad on the right.

https://imgur.com/vbuJd4Q

You can see that it's mostly the same until about one third of the way, then the good and bad executions diverge. Just before this occurs, the program is querying some Internet Explorer/Windows Explorer registry keys but getting back the same data for the most part. Unfortunately I can't really see what else to glean from this information.

Looking through the Application, Setup, System, and Remoteassistance event logs doesn't show anything relating to me using Quick Assist.

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procmondiff.png (7.9 KiB)
SSengupta-4080 avatar image
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SSengupta-4080 answered tgp1994-1882 commented

What I understand that you have to Reset your system - without losing anything other than all installed Windows Updates.

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Before I go and do that, I wonder how this would solve a problem that's isolated to my user?

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JiaYou-MSFT avatar image
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JiaYou-MSFT answered JiaYou-MSFT published

HI tgp1994-1882,

Sorry, I can't see this picture clearly.
If we use network monitor and follow my step 2, will it find the key thread?
Microsoft Network Monitor 3.4 (archive)
https://www.microsoft.com/en-us/download/details.aspx?id=4865

If we still can not find the key thread, please do below steps:
(1)backup the issue account profile data (include desktop file, Favorites etc) to another disk.
(2)delete the issue account and delete his profile registry key
(3)reboot the computer and create a new account with the same name for this issue user
(4)copy the original data of issue account to new account' folder.

How To Delete User Profile in Windows 10
https://winaero.com/delete-user-profile-windows-10/

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JiaYou-MSFT avatar image
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JiaYou-MSFT answered tgp1994-1882 edited

HI tgp1994-1882,

Thanks for your reply.

Sorry, I can't see this picture clearly.

If we use network monitor and follow my step 2, will it find the key thread?
Microsoft Network Monitor 3.4 (archive)
https://www.microsoft.com/en-us/download/details.aspx?id=4865

If we still can not find the key thread, please do below steps:
(1)backup the issue account profile data (include desktop file, Favorites etc ) to another disk.
(2)delete the issue account and delete his profile registry key
(3)reboot the computer and create a new account with the same name for this issue user
(4)copy the original data of issue account profile to new created profile folder.

How To Delete User Profile in Windows 10
https://winaero.com/delete-user-profile-windows-10/

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Hi,

I know the picture is not very large - the point I was trying to get across with the picture is that you can see a point where program execution diverges between the good profile and bad profile. It seemed to be around where it was querying Internet Explorer registry keys, no idea what this has to do with my profile.

I'm sorry, but I'm not sure what we're looking for with Network Monitor specifically that hasn't already been found with Process Monitor? I'm in a place right now where I can risk having to spend a day or two setting up my user account again if something goes wrong with this copy and delete process, so I think I'm going to have to wait until either a fix is released or someone has another idea.

Thank you for all of your help!

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JiaYou-MSFT answered tgp1994-1882 commented

HI tgp1994-1882,

Please add "assist" key word filter in procmon for both normal log and issue log, then compare which difference between them.

104064-15.png



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JiaYou,

I thought this was what we were last doing in your answer here. I've gone back and attempted to improve the matching/differentiation of the two process captures, and I think I may have cleaned it up a little more:

104944-screenshot-2021-06-11-141348.png

What we're looking at here is a graphical representation of the differences between the good and bad process captures. Good is on the left, bad on the right. White space indicates that the two captures are exactly the same, green means a similarity, orange means an identical operation that's in a different location, violet/purple the operation is not matched on the other side, and dark grey indicates blank space compared to the other side.

We can still see how about one third of the way through, program execution diverges severely. I still can't make heads or tails of why.


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HI tgp1994-1882,

I think we can need to forcus on one third of the way like picture and find key thread.

105019-2.png

If it is possible, we can capture the procmon on anther computer with the same OS as issue one, then check the "quick assist" correct start process.


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Exactly, that's what I've been saying. I just don't know what to take away from it. I'm not sure how doing this on another computer would help me find the root cause.

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GaryNebbett answered tgp1994-1882 commented

Hello @tgp1994-1882,

I think that you have probably already checked this, but what do your security settings for the Internet zone look like?

105147-image.png

If I set the level to High, I get stuck on this screen:

105164-image.png

Lower levels, especially the default Medium-High, allow Quick Assist to work for me.

Gary


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Hi Gary,

I've reset my Internet Options to defaults several times, so currently the Internet zone is set to Medium-high with protected mode on. I just noticed that my Trusted Sites had several microsoft domains added to it, that the new user account did not (probably some windows update troubleshooting I did years ago). I also noticed that when I tried to delete these entries, they would be added back. I've manually removed the registry keys in my user account referring to these sites, which has cleared the list. However this did not fix my application issue. :(

Thank you for posting your experience!

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JiaYou-MSFT avatar image
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JiaYou-MSFT answered tgp1994-1882 commented

HI tgp1994-1882,

1.Please create a system restore point first
Create a system restore point
https://support.microsoft.com/en-us/windows/create-a-system-restore-point-77e02e2a-3298-c869-9974-ef5658ea3be9

2.We can try to uninstall "quick assist" and "internet explorer 11" in optional feature then reinstall "quick assist" and "internet explorer 11" by clicking "add a feature" on issue user account, will the same issue happen on this account?

112028-15.png


112112-16.png



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Hi JiaYou,

Unfortunately removing IE11 and Quick Support then reinstalling it didn't work. Thank you for continuing to come back to this and provide suggestions!

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