Quick Assist looses connection

Question

I am trying to use QuickAssist to support my remote workforce.

When it works, it is very easy to use and works well. Unfortunately I am having issues at some locations where the connection gets established and abruptly terminates. While I no longer use Remote Assistance, I think I was having the same problem with that tools in the same locations.

The problem seems to have gotten worse since updating to V2004. As part of the upgrade I tested all machines on my internal LAN and they all worked.

Now that they are in the field I am having 2 basic connection issues.

• Most fail when one or the other end is connected to our Meraki VPN.
• Some users have issues at their home location (off VPN), but I can not tie it to an ISP (I have Verizon user that works and another that does not, same for Comcast)

I am also of the opinion that the connection will sometimes work in a location and other times not.

It's hard to structure testing of this with users, but with one user on Verizon we are clearly able to demonstrate that being on the VPN will fail the connection, but off the VPN will work.

I suspect its a firewall rule somewhere, but I have not found more that a simple page discussing the products capabilities, but nothing technical.

MS Teams, Zoom, Team viewer and others are unable to control many of the system applets (System Properties, etc) making them useless.

Answer 1

Hi,

You can try to see if there is any event log to check the connection loss issue.

Event Viewer\Applications and Services Logs\Microsoft\Windows

Also, there should be more technical discussion in Windows Community

And for more in-depth investigation, which I suggest to contact Microsoft Customer Support and Services .

You may find phone number for your region accordingly from the link below:

Global Customer Service phone numbers
https://support.microsoft.com/en-us/help/4051701/global-customer-service-phone-numbers

Thanks,
Eleven

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Answer 2

Quick Assist connects to a central Microsoft support server using the port 443 (for both sides of the assist connections)
I suggest to disable firewall completely and assist your user again, if this time succeed, check your firewall settings, make sure Quick Assist app is allowed in all network types.