ScreenConnect not working? How to use Quick Assist for remote support instead
Step-by-step guide to using Microsoft Quick Assist as a backup when ScreenConnect is unavailable, including how to open Quick Assist, generate or enter the 6-digit security code, and run a remote support session between an AETools technician and a customer.
When ScreenConnect is unavailable or not functioning, Quick Assist is a built-in Windows remote assistance tool that can be used as an alternative for AETools remote support sessions. Here's how to access it and run a session between a technician and a customer.
What is Quick Assist
Quick Assist is a free, built-in Windows application that allows one person to remotely view or control another person's computer over the internet. No additional software installation is required on most Windows 10 and Windows 11 systems.
How to open Quick Assist
There are two ways to access Quick Assist:
Option 1 - Microsoft Store (download or update): Visit the Microsoft Store listing at https://apps.microsoft.com/detail/9p7bp5vnwkx5
Option 2 - Windows Search Bar (fastest): Go to the bottom-left corner of your screen, click on the Search Bar (magnifying glass icon), type "Quick Assist," and press Enter to open the application.
How to use Quick Assist - choosing your role
Once Quick Assist is open, you will see two options:
Help Someone: Use this option if you are the technician providing remote support. A 6-digit security code will be generated to share with the customer.
Get Assistance: Use this option if you are the customer requesting remote help. Enter the 6-digit code provided by the technician.
Step-by-step remote session - technician (helper)
Step 1: Open Quick Assist and click "Help Someone."
Step 2: Sign in with your Microsoft account if prompted.
Step 3: A 6-digit security code will be displayed on screen.
Step 4: Share this code with the customer verbally, by text, or by email. The code expires after 10 minutes.
Step-by-step remote session - customer (receiving assistance)
Step 1: Open Quick Assist and click "Get Assistance."
Step 2: Enter the 6-digit code provided by the technician.
Step 3: Click "Share Screen" to allow the technician to connect.
Step 4: When prompted, click "Allow" to grant screen control access.
Important notes about using Quick Assist
Quick Assist is available on Windows 10 and Windows 11.
Both the technician and customer must have an active internet connection.
The technician will need a Microsoft account to generate the code.
The session code expires in 10 minutes - if it expires, simply generate a new one.
The customer can end the session at any time by closing the Quick Assist window.
If you need help opening Quick Assist, running a remote session with an AETools technician, or troubleshooting ScreenConnect, contact AETools at https://aetools.us or call us directly.