Cut off from help session

Question

I was cut off service technician after restarting and I tired to rejoin and was given a code

[Moderator note: PII removed] that session was closed

Answer 1

Hi Robert Kiejdan,

Welcome to Microsoft Q&A!

Please note that our forum is a public platform, and we will modify your question to hide your personal information in the description. Kindly ensure that you hide any personal or organizational information the next time you post an error or other details to protect personal data.

I understand how frustrating this is, especially when a technician has already made changes to your system and the session ends unexpectedly. However, there are a few things I need to clarify:

1. Microsoft Q&A is a user-to-user support forum, limited to providing guidance on technical issues. Moderators, contributors, including external Microsoft staff, do not have access to the internal processes and Support workflows.
2. Unfortunately, once a Microsoft support session is closed, it cannot be reopened or rejoined, even if you were given a session code. For security and privacy reasons, agents cannot be reattached to closed live‑chat sessions.

Here's what you can do:

1. Start a new support request through Microsoft Support.
2. When connected to a new agent, refer to the previous session.
3. Avoid this next time by:
   1. Asking the agent on how to continue before restarting/interrupting a support session.
   2. Or using another device to contact support when working on the troubled device.

I'm sorry for not being a greater help in your situation, but Support cases are privacy locked. This is just a community platform, we do not have access to such sensitive account data and cannot interfere with their processes!

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Answer 2

If you were cut off from a Remote Help session and received a message that the session was closed, it typically means that the technician ended the session or that there was a disconnection. To rejoin the session, you would need to enter the session code provided by the technician. However, if the session has already been closed, you will not be able to rejoin it. You may need to contact your support staff again to initiate a new session or to get further assistance.

Make sure that the Remote Help app is installed on your device and that you follow the proper steps to enter the session code. If you encounter issues, reaching out to your support staff for help would be the best course of action.

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References:

• Using Remote Help with Microsoft Intune