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How can I prevent my remote control session from disconnecting?

During a remote control session, you may 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