Support Session Cannot Start - Expired Session
The end-user may not be able to start an Ad Hoc support session.
Symptom
When starting an Ad Hoc support session, the customer (end-user) sees the following message:
Support Session Cannot Start. This instance of Support Session has expired. Please tell your support provider about this message.
Resolution
First:
- Ask the user to click the activation link in the most recent email you sent
- Create a new ad hoc support session
Second, if the problem persists:
- On the computer to be controlled (the end-user's computer), the registry key for Central must be deleted at this location:
Important: Use care when modifying the Registry. If you are not familiar with the Windows Registry please contact Customer Support for assistance.
Article last updated: 19 October, 2022