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Knowledge Base / Remote Support / What to Do If the Remote Session Disconnects
Remote Support

What to Do If the Remote Session Disconnects

If the remote connection drops, use these steps to reconnect safely and continue troubleshooting.

Connection drops happen
A disconnect does not always mean something is wrong with your device. It may be caused by internet interruption or the support tool restarting.

What to do next

  1. Wait a moment to see if the technician reconnects.
  2. Check your internet connection.
  3. Keep your device powered on and unlocked if possible.
  4. Reopen the remote support page if instructed.
  5. Use the active ticket or support contact path if the session cannot be restored.

Helpful follow-up

  • Let the technician know what you were doing when the session dropped
  • Note whether the device rebooted or lost internet
  • Keep any error message visible if it appears again
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