HELP FILE

How can I prevent my remote control session from disconnecting?

    Symptom

    During a remote control session, you frequently lose connection to the host computer.

    Resolution 1 - Check connectivity

    Confirm that your network or Internet connectivity is functioning properly on both sides of the connection (client and host).

    Tip: You may need to contact your Internet Service Provider (ISP) or IT department for assistance.

    Resolution 2 - Internet Explorer: Reinstall the host Active X plugin

    If you experience problems while using Internet Explorer on the client computer, you can try re-installing the host Active X plugin. Remember to confirm your connectivity before doing this!

    This covers removing and re-installing the host plugin in IE11. The procedure for other versions of IE is similar. See browser help for details.

    1. Open Internet Explorer and click the Gear icon > Manage add-ons.
    2. Under Add-on Types, click Show > All Add-ons.
    3. Locate the Performance Viewer ActiveX control and double-click it.
    4. Click Remove.
    5. Restart all instances of Internet Explorer.
    6. Connect to a host computer and download the host plugin when prompted.
    Article last updated: 27 September, 2022