What happens if an On-Demand Assist session is interrupted?


On-Demand Assist - the new name for Instant Support

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If either technician or end user end a session deliberately (by closing the session window, or clicking the End Session button), then the session cannot resume. The technician must start over with a new code, if necessary.

If the technician reboots the computer in the recommended way (using the VNC Viewer toolbar button) the session should seamlessly resume.

We make a best effort to recover from transient network errors. By default, VNC Viewer will attempt to resume for approximately 20 minutes.

If we detect no keyboard or mouse input for one hour, we’ll assume the session is idle and close it. The technician must start over with a new code.

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