I got trouble with Quick Assist since few weeks

Question

Since few week, we have to launch Quick Assist 3 times to get it work

First time:

Helper: open quick assist, share the password

Customer: open quick assist, enter password

Helper side : an error message appear :

We're sorry, but the Quick Support service is currently not working. Please try again later.

Customer side : endless load

Second time:

Helper: close quick assist, reopen it, share another password

Customer: close quick assist, reopen it, enter new password

Helper: get an endless load

Customer: quick assist close by itself

The 3rd time, everything work perfectly.

We got this problem on AD environement and not AD..

(we already try to uninstall, repair, try a lot of computers)

How can we get more information about the issue there ?

Did you have some solution to helping us ?

many Thanks,

Pierre B

Answer 1

Hello Pierre B,

Thank you for posting in Q&A forum.

1.Make sure Microsoft Edge is properly installed and up to date.

2.Make sure Microsoft Edge WedView2 is installed. It is required to use Quick Assist.

Here is a troubleshooting guide about Quick Assist for your reference:

Troubleshoot problems installing and running Quick Assist - Microsoft Support

I hope the information above is helpful.

If you have any questions or concerns, please feel free to let us know.

Best Regards,

Daisy Zhou

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If the Answer is helpful, please click "Accept Answer" and upvote it.

Answer 2

Hello Daisy Zhou,

I tried the different manipulations without success. The problem only occurs on our network.

However, nothing is blocking the Firewall. What's special is that after the 3rd try, it works.

Do you have any other ideas?

Is the port used 443 (HTTPS)?

Many Thanks for your help,

Pierre B