Error: "The session key that you entered is not valid" when entering a remote assistance session through askIT


Symptoms

After entering a session key to start an askIT remote assistance session, you receive the following error message:

The session key that you entered is not valid.

example screenshot

Cause

The session key was entered incorrectly or may have been provided to you incorrectly by the support agent.

Resolution

Confirm the session key with the support agent and enter it again.

Outcome

You have successfully started a remote assistance session.