Need Help re-connecting withTech Support Connection with [moderator's note: PII removed]

Ruthanne Lazor 0 Reputation points
2026-10-15T18:51:19.4766667+00:00

How to re-establish contact with MS Tech Support while they had control of Win11Pro Case No. [moderator's note: PII removed]?

Windows for home | Windows 11 | Recovery and backup
0 comments

2 answers

Sort by: Most helpful
Most helpful Newest Oldest
  1. Vikki-T 12,080 Reputation points Microsoft External Staff Moderator
    2026-10-16T07:45:02.21+00:00

    For your privacy and security, I have covered the personal information included in your post. Please avoid sharing any personal or sensitive information publicly, such as serial numbers, order details, email addresses, phone numbers, or case-related information.

    Hi Ruthanne Lazor,

    It sounds like the remote support session ended before the troubleshooting was completed. Since this is an existing Microsoft Support case, the Community cannot reopen the previous session or reconnect you directly with the same support representative.

    Please sign in to the Microsoft Support contact page using the same Microsoft account, if possible. You can check Request history for the earlier support request, then start a new contact request and provide the existing case number privately to the support agent. This should allow the agent to review the available case notes and determine the next step.

    Please note that this is a user-to-user support forum. Moderators, contributors including external Microsoft employees cannot directly intervene in Microsoft product features or access back-end systems. My role is limited to providing technical guidance on reported issues, requests, or ideas.

    I hope you’re able to resume the support process smoothly. 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.

    Was this answer helpful?

    0 comments

  2. AI answer

    2026-10-15T18:51:32.99+00:00

    To reconnect with Microsoft Support for an interrupted Windows 11 support session, use Get Help or Contact Support to start a new chat and provide the existing case number 7110346502 so the agent can continue the case.

    For a personal Microsoft account in Windows:

    1. Open Get Help on the PC.
    2. Enter a short description of the issue.
    3. If the issue is not resolved, select Contact Support.
    4. Select the affected product or service.
    5. Choose Chat with a support agent in your web browser or request a callback.
    6. When connected, provide case number 7110346502 and explain that the previous remote support session was disconnected while support had control of the Windows 11 Pro device.

    From Windows Settings, Get Help can also be opened with:

    1. Press Windows key + I.
    2. Go to System.
    3. Open Get help.
    4. Type the issue in the search box and continue to Contact Support if needed.

    If remote assistance needs to be started again on the PC, Windows Remote Assistance can be enabled and used as follows:

    1. Search for remote assistance.
    2. Select Allow RemoteAssistance invitations to be sent from this computer.
    3. On the Remote tab, select Allow Remote Assistance connections to this computer.
    4. Select OK.
    5. Then open remote assistance again and select Invite someone to connect to your PC and help you, or offer to help someone else.

    Only allow a helper to connect if the support interaction was initiated directly with Microsoft Support.

    References:

    AI-generated content may be incorrect. Read our transparency notes for more information.

    Was this answer helpful?

Your answer

Answers can be marked as 'Accepted' by the question author and 'Recommended' by moderators, which helps users know the answer solved the author's problem.