Windows 10: Quick Assist does not connect; mutual waiting

I am trying to help someone using Quick Assist. We both have Windows 10. As the assistor, I am able to create the 6-digit security code and as the one requesting help, she is able to enter it.


However, that is as far as we can get. We both just get spinning dots with messages to the effect each computer is waiting for the other. After 5 minutes or so an error finally appears.


Two observations:

1. When I get to choose "Take Control" vs. "View", the only option available is "Take Control"..."View" is grayed out.

2. Also, her computer settings had the "Allow remote assistance" checkbox turned off, but she has since turned it on.


Any suggestions would be appreciated. Generally a search for "troubleshoot Quick Access", articles about "how to troubleshoot using Quick Access" appear. In this case I need to "troubleshoot the troubleshooter" as it were. Are there any articles available to diagnose Quick Access itself?


Thank you!

:)

 

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.

 

How to re-install Microsoft Quick Assist on Windows 10?

Hi Emmanuel,

I suggest you to follow these steps to allow someone you trust to take control of your PC over a remote connection and check if this option is still available on your computer.

• Select Start > Windows Accessories >
  Quick Assist.
• Select Get assistance, and then follow the instructions in Quick Assist.
  
  
  
• If User Account Control appears, select Yes to continue.
• Wait for the connection to complete.

Reference: Quick Assist: FAQ

Hope it helps. Get back to us for further assistance on accessing the Microsoft Quick Assist feature.

Thank you.

 

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.