Troubleshooting Remote Support Session Connection Issues

Zoho Assist establishes secure connections between technicians and remote devices to enable seamless on-demand remote support. If you encounter connection issues while initiating or maintaining a remote support session, refer to the appropriate troubleshooting guide based on your remote device's operating system.

A remote support session may fail to connect or drop during an active session due to the following common causes:

Agent components (agent.exe, ZAService.exe, ZA_Connect.exe) blocked by antivirus, EDR, or security software on the remote machine
Assist gateway servers blocked or restricted on the remote machine's network
WebSocket connections to Assist servers being blocked, throttled, or terminated by a firewall or proxy
Missing or invalid certificates in the remote machine's certificate store
Proxy configured on the remote machine without Assist servers properly whitelisted
Unstable or slow internet connection on the remote device or technician end
Screen Recording or Accessibility permissions not granted on macOS devices