Microsoft 365 Alert – Service Degradation – Microsoft Intune – Users of Remote Help and Quick Assist for Windows and Mac devices can’t join remote assistance sessions – RESOLVED

04/02/2025 08:25:00 AM

NHSmail Reference: INC48437494

Microsoft Reference: IT995832

Issue Status: RESOLVED

Issue Description: Users of Remote Help and Quick Assist for Windows and Mac devices can’t join remote assistance sessions.

More info: The application may load but users can’t receive or submit a one-time passcode to initiate the screen sharing session.

Impact is remediated for all Quick Assist users and the majority of Remote Help users.

Final Update: 07/02/2025 09:30:00 AM Microsoft have completed the remainder of the deployment process and have validated remediation.

Scope of impact: Users of the Remote Help and Quick Assist services for Windows and Mac devices can’t join a remote assistance session.

Root cause: A token that facilitates authentication when using Remote Help and Quick Assist for Windows and Mac devices is misconfigured and causing the problem.

Next steps: Microsoft are reviewing their authentication configuration and renewal processes to find ways to more quickly identify and respond to such issues in the future.

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