Error: "The session key that you entered has expired" 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 has expired.

example screenshot

Cause

Session keys are only valid for a limited time. The default time is 10 minutes, though your support agent may choose a value from 5 minutes to 1 day.

Resolution

Ask your support agent for a new session key.

OUTCOME

You have successfully started a remote assistance session.