How to Fix Customer's Frozen Screen During Remote Support

If the remote session is interrupted due to a crash on either the support agent’s Viewer or the customer’s PC, it may be caused by a sudden increase in data transfer or system instability.

 

Please follow the instructions to address the issue:

- If the customer’s PC has crashed, reboot the PC and attempt the remote connection again.

- If the support agent’s Viewer has crashed and the remote control is lost, forcefully close RemoteCall via Task Manager and reconnect.

- If the issue is due to an unstable network, it may continue to occur. In such cases, contact your network administrator to inspect the internet connection.

 

*If remote sessions are continuously interrupted, please contact the help desk for further assistance.

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