Remote Help gives an error

Question

Hi,

I have rolled out "Remote Help" to all users using Intune, but some users can login successfully and some is getting an error as attached when trying to login, please note that licenses are assigned to all users and all machines are the same version, please advice.

remotehelp.jpg

Answer 1

Good day Khaled Zaghloul

The “Remote Help” error you’re seeing usually isn’t about licensing (since you’ve confirmed those are assigned), but more about conditional access or tenant configuration. A few things to check: make sure the affected users are actually allowed in the Remote Help app under Intune’s RBAC roles, because sometimes only certain groups are scoped. Also, confirm that the Remote Help service is enabled in Endpoint Manager settings if it’s toggled off for a subset, they’ll hit that generic error.

Another angle is network: Remote Help relies on specific endpoints, so if those users are behind a firewall or proxy that blocks traffic, they’ll fail to sign in even though everything looks fine on paper. Clearing cached credentials and re‑signing in can also help, since stale tokens sometimes trigger that “something went wrong” message.

If you’ve already validated all of that, I’d recommend grabbing logs from the affected machines (Event Viewer > Applications and Services Logs > Microsoft > RemoteHelp) to see if there’s a clue about authentication failures. That usually points to whether it’s Intune policy, Azure AD sign‑in, or connectivity.

Give those steps a try, and if this helps narrow it down, please hit “Accept Answer” If you need more information, feel free to leave a message.

Answer 2

Use the following checks to isolate why only some users can sign in to Remote Help, even though licenses and OS versions are the same:

1. Verify Remote Help is enabled at tenant level
   • In the Intune admin center, go to Tenant administration > Remote Help and confirm that Remote Help is Enabled for the tenant. If licenses were only recently assigned, allow up to a few hours for the service to fully activate.
2. Confirm affected users meet Remote Help requirements
   • Both helper and sharer must sign in with organizational Microsoft Entra accounts from the same tenant. Remote Help cannot be used across tenants or with personal accounts.
   • Ensure affected users are on supported platforms/versions as defined in Plan Remote Help.
3. Check role-based access for helpers
   • For users acting as helpers, confirm they are assigned an Intune role that includes Remote Help permissions and specifically the Offer remote assistance permission.
4. Validate device-side prerequisites and connectivity For devices where sign-in or session start fails:
   • Confirm the device meets the Remote Help requirements and has network access to all required Remote Help endpoints (see Network endpoints for Remote Help in the planning doc).
   • On Windows devices, verify:
     • The Microsoft Intune Management Service is running. If it is stopped, notifications and remote launch can fail.
     • The device is not in Do not disturb mode and that apps are not blocked from using notifications (see Policy CSP – Notifications). If notifications are blocked, the user may appear unable to sign in or complete the session.
   • On newly enrolled devices, be aware there can be a delay (up to about an hour on Windows, ~15 minutes on Android) before push notifications and Remote Help session initiation work reliably.
5. Check for known issues and retry
   • For newly enrolled or recently rebooted devices, wait for the Microsoft Intune Management Service to fully start, or have the user manually open the Remote Help app and sign in again.
   • If the issue is intermittent, compare a working user/device against a failing one for:
     • Intune enrollment status
     • Compliance state
     • Network path to Remote Help endpoints
6. Review logs for failing users
   • On affected Windows devices, collect Remote Help installation logs from C:\Users\<username>\AppData\Local\Temp:
     • Remote_help_*_QuickAssist_Win10_x64.msi.log
     • Remote_help_*.log
   • Check Event Viewer > Application and Services Logs > Microsoft > Windows > RemoteHelp for sign-in or connectivity errors.

If only a subset of users is affected, differences are typically in RBAC permissions, tenant account used to sign in, device enrollment/compliance, or network/notification configuration on those specific devices.

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References:

• Troubleshoot and Monitor Remote Help
• Using Remote Help with Microsoft Intune
• Use Remote Help with Microsoft Intune