HELP FILE

Support Session Cannot Start - Expired 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: HKEY_LOCAL_MACHINE > Software > Classes > Installer > Products
    Important: Use care when modifying the Registry. If you are unfamiliar, please seek assistance or contact our support.