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Disconnected & Attempting to Reconnect

Sometimes the remote session can disconnect. Please see below the potential causes and how to fix this issue.

Someone is Using the PC

These errors can occur if someone else is using the work PC which you are trying to connect to. They could be using the PC either remotely or physically at the PC. 

Click How To Tell If Someone Is Using The Work PC to find out more.

Anti-Virus On Your Home or Work PC is Blocking The Remote Connection

All Anti-virus software’s are different, but you should be able to unblock the remote session if it is being blocked by your home anti-virus.  


If it is the anti-virus on the work PC causing the issue, your IT will need to resolve this.  


Please contact our technicians if you require guidance on this. 

Internet Connection

For remote control, we require a 1.5 Mbit/s (192 Kbyte/s) or higher connection speed on each end, as per FCC guidelines for video streaming. For optimal experience in Full HD resolution, a 2 Mbit/s (256 Kbyte/s) connection is recommended. 


If your internet speed at home or at work are below these requirements, the session will likely disconnect regularly or not connect at all. 


Click here to test the speeds of the internet on your home or work PC.


If you are not able to resolve the issue you are experiencing from this guide or would just like some guidance, please contact our tech team.


Phone us on 0117 325 0060 or click here to send us a message.