Join a remote support session

Check the invitation first

A support agent starts a remote assistance request from your ticket. Only join a session arranged with the team. Match the ticket and agent details with your ongoing conversation.

Save work, close unrelated documents, and hide notifications or sensitive material before sharing. Ask the agent what they need to see.

Join the portal session

1. Open the Remote Assistance Request in your ticket and select Join Remote Session, or open remote assistance and enter the six-digit session code.
2. Select Join Session and review the agent name and ticket number on the consent screen.
3. This Interstellar browser session supports view-only screen sharing. Its Windows remote-control companion is not configured. If control is required, agree a separate approved tool, such as Microsoft Quick Assist, with your agent before proceeding.
4. When you choose to share, use the browser’s screen picker to select the smallest relevant window or tab. Confirm sharing when ready.

During the session and when finished

• Stay at the device and follow the agreed troubleshooting steps. Stop sharing before opening passwords, recovery codes, or unrelated confidential material.
• Use Stop Sharing on the session page or the browser’s stop-sharing control whenever you want to end screen sharing.
• Confirm the browser’s sharing indicator has disappeared. If a separate remote-control tool was used, end that session and close the tool as instructed by IT.
• Return to the ticket to record the outcome and follow-up actions.

If the connection fails

• If you cancelled the screen picker, try again when ready; the page returns to the consent step.
• If the browser cannot share a screen, check browser and operating-system screen-capture permissions with IT. Use the browser and device approved by your organisation.
• If the invitation is rejected or the session cannot connect, tell the agent the visible error and request a new invitation if needed.
• Microsoft Quick Assist is a separate Windows workflow. Use it only when the agent has arranged that session and supplied its code; follow Quick Assist’s own consent prompts.