When attempting to remote control a workstation using Expert Assist, the remote control session is quickly disconnected displaying the following message:
"Idle timeout reached, connection closed by the host. Disconnected."
If Expert Assist was deployed via Desktop Authority, browse to the Remote Management element and select the Advanced tab. Set the "Idle time allowed" greater than 0 minutes to establish a connection.
If using Remote Support Center, this option will need to be changed within the session or with a registry change. In the session, browse through Preferences and select the Remote Control option. Set the "Idle time allowed" and click Apply at the bottom of the page.
To change this setting through the registry, open Regedit on the workstation being remoted to and browse to HKLM\Software\DesktopAuthority\V5\RemoteControl. Change the IdleTimeAllowed to a number greater than 0 in seconds. The default setting is 600 decimal for 10 minutes.
NOTE: Quest does not provide support for problems that arise from improper modification of the registry. The Windows registry contains information critical to your computer and applications. Make sure you back up the registry before modifying it. For more information on the Windows Registry Editor and how to back up and restore it, refer to Microsoft Article ID 256986 "Description of the Microsoft Windows registry" at Microsoft Support.
