Windows 10: Quick Assist not working

If anyone can offer any help is solving this problem I would be very grateful !!

Has anyone figured out why Quick Assist will load and run just fine on some PC's while on others a rotating animated "loading" symbol just spins and spins but never displays the get help / give help interface???

I'm in Montreal and we're still quite locked down because of COVID-19. I've been helping a number of folks with their PCs using Quick Assist as I'm reasonably tech savvy.

I run five PC's running the same version of Windows 10 and only two of them will load Quick Access. Yesterday I tried to help someone (another isolated senior) remotely and her Win10 PC has the same problem so I cannot help her. Yet I've recently helped three other seniors with their Windows 10 computers as Quick Assist load and runs without any problem.

I've tried pretty well everything I can think of to find the cause and I'm stumped.

Here's what I've tried that does NOT work:

- Privacy settings are the same on working vs not working systems.

- disabled Windows firewall (there is no AV software other than Windows Defender)

- ran System File Checker (SFC)

- disabled 3'd party background apps

- connected w/ wireless and Ethernet cable

Here's what I've tried that DOES work:

I created a new user on the same computer on the same network and when I loged in as that new user Quick Assist loads and works as it should. But WHY !!!

This is not a good solution as it's their own user configuration that I need to help someone with.

Is there something I could use to monitor the behaviour of Quick Assist while it's trying to load to help determine what's blocking it? It would be great to just find out what's going on that seems to be common to all these systems. I've been all over the Web and found others with the same issue but so far there's been no solution except creating a new user.

Sorry for the long post ... but it's better to say what's worked and what's not to avoid folks suggesting solutions that have already been tried.

RP in Mtl

:)

 

Quick Assist

Hi Henry,

It's possible that your computer's Internet Options is not set properly, that's why you're experiencing issues with Quick Assist. Kindly make sure that your computer is allowed to save encrypted pages by following these steps:

• Type internet options on the search bar.
• Click on Internet Options.
• Click on Advanced.
• Scroll down, and make sure that Do not save encrypted pages to disk is unchecked.
  
• Click OK.

Once done with the steps, try to use Quick Assist again, then check if the issue persists.

Don't hesitate to reach out to us if you need further assistance with your concern.

 

Quick Assist

Hi,

Thank you for writing to Microsoft Community Forums.

Please reply to the following questions to get a better understanding of the issue:

• What happens when you search for quick assist in the start menu?
  
• Are you getting any error message while opening Quick Assist?
  
• Which build version of Windows 10 is installed on your computer?
  
• Since when are you facing this issue?
  
• Did you make any changes to the computer recently?
  

However, you can try the troubleshooting steps mentioned below:

Method 1: Re-registering the app

1. Type PowerShell on the search bar.
   
2. Right click on PowerShell and select
   Run as administrator.
   
3. Type the following command and press Enter:
   
   Get-AppxPackage -AllUsers| Foreach {Add-AppxPackage -DisableDevelopmentMode -Register "$($_.InstallLocation)\AppXManifest.xml"}
   
4. Once the process is completed, restart the computer and search for Quick Assist.
   

Method 2: Creating new user account

You can create a new user account and check if you are able to open Quick Assist.
To create a new user account please follow the steps from L: Create a local user
or administrator account in Windows 10.

Hope it helps.

Let us know if you got the help you needed by clicking ‘Yes’ or ‘No’.

Nikhar Khare

Microsoft Community - Moderator

 

Reset Quick Assist settings

Hi,

Thank you for the information. Stability of connection in Quick Assist depends on the internet connection. We suggest to make sure that you are connected to stable internet. To help you with this, please perform the following steps below:

• Press Windows key + I to open Settings.
  
• On Settings, choose Apps & features.
• On the left pane, choose Programs and Features.
• Then, look for Quick Assist and click on it.
• Choose Advanced options, then Repair.

Let us know how it goes.

If you think this was useful, do not hesitate to "mark it as an answer" to help those who are facing the same problem.