Microsoft Remote Assistance Tool (msra.exe) Fails On Windows 10 1903+ With ESSO Logon Manager (Doc ID 2649112.1)

Last updated on AUGUST 15, 2021

Applies to:

Symptoms

Oracle Enterprise Single Signe On: Logon Manager

While performing testing on the Windows 10 version 1909 platform, the following errors are appearing when attempting to establish connections to remote computers using the Microsoft Remote Assistance Tool (mrsa.exe). Clicking OK to acknowledge the error will simply continue to cycle through the error messages until the Remote Assistance tool is terminated.

1. Microsoft Remote Assistance Tool (msra.exe process) is working fine on Windows 10 Version 1809 with OESSO client.
2. The error only appears on Windows 10 Version 1909 when the msra.exe process is started (by launching the Remote Assistance Tool directly on the machine or when a Remote Assistance request is received from a remote machine)


ERROR

mrsa.exe - Bad Image

C:\Program Files (x86)\Passlogix\v-GO SSO\Helper\IE\bhohook64.dll is either not designed to run on Windows or it contains an error. Try installing the program again using the original installation media or contact your system administrator or the software vendor for support. Error status 0xc0000428.

C:\Program Files (x86)\Passlogix\v-GO SSO\Helper\Java\jhohook64.dll is either not designed to run on Windows or it contains an error. Try installing the program again using the original installation media or contact your system administrator or the software vendor for support. Error status 0xc0000428.

C:\Program Files (x86)\Passlogix\v-GO SSO\Helper\WinApps\ssohook64.dll is either not designed to run on Windows or it contains an error. Try installing the program again using the original installation media or contact your system administrator or the software vendor for support. Error status 0xc0000428.  


STEPS TO REPRODUCE:

1. Install/Configure ESSO 11.1.2.3.1 on Windows 10 version 1903 or higher
2. Start the Microsoft Remote Assistance Tool. 
3. Attempt to connect to a remote computer.

BUSINESS IMPACT
Due to this issue, users cannot establish a remote assistance session on Windows 10 version 1903 or higher while ESSO-LM 11.1.2.3.1 is running. .

Changes

 Applied the Windows 10 1909 Feature Update.

Cause

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