Lost contact with MS chat after he lost control of a session

Jerry M 0 Reputation points
2026-07-09T06:05:37.22+00:00

Lost contact with MS chat after he lost control of a session. He was working with me with auto-control and when the system restarted for updates, etc. the session timed out: (PII Removed). Why do that and leave us without chat help in the middle of help!?

Windows for home | Windows 11 | Windows update
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  1. Vikki-T 7,040 Reputation points Microsoft External Staff Moderator
    2026-07-09T12:08:37.4933333+00:00

    Hi Jerry M,

    I understand how frustrating it must have been to lose the chat connection while someone was actively helping you, especially in the middle of a remote support session.

    When the PC restarts during troubleshooting or Windows updates, the remote-control session and chat connection can sometimes be interrupted or time out. Please note that this is a user-to-user support forum. Moderators, contributors including external Microsoft employees cannot be able to reopen that Microsoft Support chat session or check the details of the previous interaction from here. My role is limited to providing technical guidance on reported issues, requests, or ideas.

    The best next step would be to go to https://support.microsoft.com/home/contact, sign in with the same Microsoft account you used for the previous chat, and check Request history. If you can find the previous support request there, please copy the ticket number or service request number and provide it to the new support agent when you start another chat. That should help them review the previous case details and continue from where the earlier session stopped.

    Also, please avoid posting any personal information, phone numbers, email addresses, or case details publicly in the forum. Those details should only be shared directly with Microsoft Support through the official support channel.

    I know this was an inconvenient experience but contacting Microsoft Support again with the previous ticket number is the right path so they can review and continue the case properly. Thank you so much for your understanding.

    Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.

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