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.