Quick Assist Connection Issues

Peter Boendermaker 0 Reputation points
2026-10-08T00:42:28.6666667+00:00

Hi, I have been using Quick Assist to help clients remotely.

Sometimes when I am in the middle of a remote session, the connection with drop suddenly.

  • The client's internet status does not change.
  • My internet connection is also stable.
  • Sometimes I can reconnect to the session.
  • Happens on for clients on hotspots, managed and unmanaged networks.

Closing the application on both my side and the client side will allow a new connection to be established. This is not a fix though because it has dropped out multiple times while helping the same client.

Any help would be appreciated.

Windows for business | Windows Client for IT Pros | User experience | Remote desktop services and terminal services
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  1. Jose Benjamin Solis Nolasco 12,696 Reputation points Volunteer Moderator
    2026-10-08T00:49:02.39+00:00

    Welcome to Microsoft Q&A

    Hello @Peter Boendermaker ,

    A few things I'd recommend checking:

    • Ensure both sides are running the latest version of Quick Assist from the Microsoft Store.
    • Check whether the disconnects correlate with sleep, screen lock, VPN usage, or network switching events on either device.
    • Review Event Viewer → Applications and Services Logs → Microsoft → Windows around the time the session drops for any related errors.
    • Test whether the issue occurs when using Quick Assist between two managed devices that you control, which may help isolate whether the behavior is specific to certain client environments.

    If the issue persists across multiple networks and customers after updating Quick Assist, it may be worthwhile opening a support case and capturing the timestamps of the disconnects so the service team can investigate whether there are backend session-related issues.

    Reference

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