Unable to connect to some clients using the "Instant Support" Client

Nobody has claimed this yet.

When using the Instant Support client I have noticed some machines will refuse to connect and a brief message pops up under the remote support screen that can hardly be read as it flashes by so fast but from what i can tell it says something about a connection error.

If I install the full client software onto that same client machine it works without issue.

I am testing on Windows 10 and 11 clients so far and both exhibit this issue, the Windows 11 machine I have some access to if required but I am unable to access the Windows 10 machine at this stage.

I have a Windows 10 and 11 and PopOS Linux laptop here for testing but the windows machines do not exhibit the issue when connected to a remote internet connection, but the PopOS machine seems to have the same symptom.

Remotely Version
Server Version: 2023.06.19.0759
Agent: Latest


EDIT: I also noticed I am unable to send commands to machines that are online, this just fails. But if I start a remote connection to these machines then the commands go through without issue.

Start by reproducing the Instant Support connection failure and the inability to send commands on the Windows 10, Windows 11, and PopOS clients described in the issue. Capture the transient connection error and compare Instant Support with the full client, including whether the remote network changes the result. Done means affected clients connect reliably and accept commands without first opening a remote session.

Written by the indexing model from the issue text.