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My customer is having trouble connecting through Rescue. What should I do?

If you are unable to connect to your customer using Rescue, please ask the customer to hold down the Ctrl + Alt + Shift keys before clicking the Connect to Technician button. This method forces the session into a relayed connection and resolves issues in peer to peer connections such as NAT not working properly on both ends.

Note: The customer should keep the Ctrl + Alt + Shift keys held down until a connection is formed.

If the connection continues to fail or an Invalid certificate message appears, there may be a security policy on the customer's network preventing the connection. UDP communication and ActiveX must be allowed for Rescue connections to take place.

Important: Please also ensure the date and time are correct on the customer's computer.
Article last updated: 11 July, 2023