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Intune Remote Help "We're sorry, but the Remote Help service isn't working right now. Please try again later."

William Robertson 5 Reputation points
2026-01-20T13:37:49.6333333+00:00

Having problems with remote help, where it was working before just fine it has refused to connect me to the user now, saying "We're sorry, but the Remote Help service isn't working right now. Please try again later." I can confirm everything is set up correctly.

I wish I could be more detailed with some diagnostics or reasoning, but it doesn't provide information as to why it failed the connection.

Thanks in advance.

Microsoft Security | Intune | Other

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  1. William Robertson 5 Reputation points
    2026-01-20T14:36:32.93+00:00

    It's working again, I made the user restart their device and restarted my own.

    1 person found this answer helpful.
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  2. Q&A Assist
    2026-01-20T13:37:59.5+00:00
    AI generated content. This question contains an answer created with AI from Q&A Assist. Learn more

    It sounds like you're experiencing issues with the Remote Help service in Microsoft Intune. Here are a few steps you can take to troubleshoot the problem:

    1. Check Service Status: Sometimes, the service may be temporarily unavailable due to maintenance or outages. You can check the Microsoft service health dashboard for any ongoing issues.
    2. Review Log Files: Remote Help logs data during installation and sessions, which can provide insights into what might be going wrong. You can find installation logs in the Temp folder on the user's device, and operational logs in the Windows Event Viewer under Application and Services > Microsoft > Windows > RemoteHelp.
    3. Compliance Policies: Ensure that the sharer's device meets the compliance policies set in Intune. If the device is not compliant, Remote Help may not function properly.
    4. Configuration Check: Double-check your configuration settings for Remote Help to ensure everything is set up correctly. This includes ensuring that the necessary permissions are granted for the Remote Help app.
    5. Reinstall Remote Help: If the issue persists, consider uninstalling and then reinstalling the Remote Help application to refresh its settings.

    If these steps do not resolve the issue, you may want to reach out to Microsoft support for further assistance.

    References:

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